These Terms and Conditions set out the basis on which Man With Van Queens Park provides moving, loading, unloading and related transport services to customers in the UK. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to these terms. They are intended to be clear, practical and fair, and to describe the responsibilities of both parties before, during and after the service.

For the purpose of these terms, the words “we”, “us” and “our” refer to the service provider operating under the name Man With Van Queens Park, and “you” or “the customer” refers to the person, business or organisation requesting the service. These terms apply whether the work involves a single item, a small move, or a larger collection of items requiring a van and labour assistance.

These terms apply to all standard man with a van services, including loading and unloading support, local transport, short and long-distance moves, furniture handling, and agreed disposal or delivery tasks. They do not create any obligation to accept a booking. A booking becomes binding only once it has been confirmed by us in writing, by email, text message, or another recorded form of communication.

1. Booking Process

Booking with Man With Van Queens Park usually begins with the customer providing accurate details of the job. This may include the collection and delivery addresses, access information, item lists, number of floors, parking restrictions, timing requirements and any special handling needs. A quotation or estimate is normally based on the information supplied at the time of enquiry, and any material change to that information may affect the final price, vehicle requirement or staffing level.

We may request photographs, dimensions, or further clarification before confirming a booking, particularly where there are bulky, fragile or unusually heavy items. If the customer gives incomplete or inaccurate information, and the job turns out to be more complex than described, we may revise the quotation, add labour time, or decline to continue if the work cannot reasonably be carried out safely within the original scope.

The customer is responsible for ensuring that the booking details are correct, including the date, start time, locations, and any access arrangements. Where a parking permit, building access arrangement, lift booking, concierge clearance or similar permission is required, the customer must arrange this in advance unless we have expressly agreed to do so. Delays caused by missing access arrangements may be charged as waiting time.

2. Confirmation and Service Scope

A booking is confirmed when we accept the job and provide a clear confirmation of the agreed date, time, service type and price basis. The service scope will normally be limited to the tasks specifically discussed and confirmed. Any additional work requested on the day, such as extra stops, dismantling, reassembly, stair carries beyond what was described, or additional collections, may be treated as a variation and charged accordingly.

We reserve the right to refuse items or tasks that are unsafe, illegal, excessively heavy without proper notice, contaminated, or unsuitable for transport in the vehicle allocated. If an item requires specialist equipment, an extra person, or a larger vehicle, the customer may need to accept an updated quotation before the job proceeds. Man With Van Queens Park will use reasonable care and skill, but the service is based on the information available at the time of booking.

The customer should be present, or should appoint an authorised representative, at the start and end of the booking to confirm the items to be moved, note any special instructions, and approve the completion of the work. If no one is available, we may proceed on the instructions already supplied, provided it is safe and reasonable to do so.

3. Payments and Charges

Charges may be calculated as a fixed fee, hourly rate, minimum call-out, or a combination of these, depending on the type of job and the information provided. Unless otherwise agreed, prices are based on the service quoted and may exclude parking charges, congestion or toll fees, additional labour, waiting time, or handling of items not listed at the time of booking. Any applicable charges will be communicated as clearly as possible.

Payment terms will be confirmed at the time of booking or before the service begins. In many cases, payment is due on completion of the job, although we may request a deposit or part payment in advance for larger jobs, high-demand periods, or work involving third-party arrangements. We may accept payment by bank transfer, card, cash, or another approved method. A booking may be cancelled or suspended if any required deposit is not paid on time.

If payment is not made when due, we may charge reasonable interest and recovery costs in accordance with applicable UK law, where permitted. We also reserve the right to withhold release of items or suspend future services until outstanding sums are settled. The customer remains responsible for the full agreed charge even where a third party is meant to reimburse them, unless we have expressly agreed otherwise in writing.

4. Cancellations, Rescheduling and Waiting Time

The customer may cancel or reschedule a booking by giving notice as early as possible. Where a cancellation is made at short notice, or where we have already allocated staff, reserved a vehicle, or begun preparatory work, we may charge a cancellation fee to cover our reasonable losses. The amount may depend on timing, job size, and the resources already committed.

If we arrive at the agreed location and cannot complete the booking because the customer is unavailable, access is blocked, the property is unsafe, or the job cannot proceed for reasons outside our control, this may be treated as a late cancellation or aborted visit. Waiting time may also be charged where delays are caused by the customer or their representatives, including delays in gaining entry, clearing access routes, or finalising instructions.

We may need to reschedule a booking due to traffic disruption, vehicle breakdown, illness, severe weather, or other events outside our reasonable control. If this occurs, we will aim to notify the customer promptly and arrange an alternative time. Except where required by law, we are not liable for indirect losses arising from a reasonable rescheduling caused by such circumstances.

5. Customer Responsibilities and Site Conditions

The customer must ensure that the property, loading area and delivery location are reasonably safe and accessible. This includes providing clear access routes, removing obstacles where practicable, and informing us of any hazards such as narrow stairways, weak flooring, low ceilings, poor lighting, restricted parking, or security restrictions. If the environment presents a risk to people or property, we may pause or stop work until it becomes safe.

The customer must ensure that goods are properly packed and suitable for transport unless we have agreed to pack them. Fragile items should be wrapped and protected by the customer unless packing has been specifically included in the service. We do not accept responsibility for damage arising from inadequate packing, pre-existing weakness, or the contents of items not being suitable for normal transport conditions.

The customer must not include illegal, dangerous, toxic, pressurised, leaking, or prohibited items in the booking unless we have expressly agreed in advance and lawfully permitted to carry them. If we discover such items, we may refuse to move them, return them to the point of origin, or notify the appropriate authorities where necessary.

6. Liability and Damage

We will take reasonable care when handling the customer’s property, but our liability is limited to losses caused by our negligence, breach of contract, or failure to exercise reasonable skill and care. We are not responsible for loss or damage caused by events outside our control, including defective packaging, concealed damage, inherent fragility, wear and tear, or the customer’s own instructions.

Where damage is alleged, the customer should notify us as soon as reasonably possible and provide reasonable evidence of the issue. This may include photographs, a description of the item, and details of when the damage was discovered. We may need an opportunity to inspect the item and assess whether the damage was pre-existing, accidental, or caused during the service. Any claim must be made within a reasonable period after completion.

To the fullest extent permitted by law, we shall not be liable for loss of profit, loss of business, loss of opportunity, or other indirect or consequential losses. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If liability is established, our remedy may be limited to repair, replacement, or a refund of the affected part of the service, depending on the circumstances.

7. Waste Regulations and Disposal

Where the service includes disposal, removal or clearance of unwanted items, the customer must ensure that the items handed over are lawful to transport and dispose of. Man With Van Queens Park will only handle waste in accordance with applicable UK waste legislation and duty of care obligations. We may refuse any item that appears to contain hazardous material, sharp contamination, electrical risk, chemicals, batteries, or other restricted substances.

The customer acknowledges that waste must be sorted and declared honestly. If the booking involves mixed waste, commercial waste, bulky waste, or items requiring special handling, additional charges may apply. The customer must not ask us to dispose of items illegally, fly-tip waste, or misdescribe waste in a way that would breach environmental law. We may request information necessary to classify the waste and determine lawful disposal methods.

Where required, the customer may be responsible for proving ownership or authority to dispose of the items. We reserve the right to record the type of waste collected, its source, and its destination in order to comply with regulatory duties. If a booking includes recycling or disposal, we do not guarantee that every item will be recycled, but we will seek to act responsibly and in accordance with applicable environmental requirements.

8. Insurance, Risk and Title

Risk in the goods may pass to us only for the period during which they are under our direct control, and only to the extent required by law and these terms. Title to the goods remains with the customer unless ownership has lawfully transferred to another person. If the customer asks us to move an item belonging to a third party, the customer confirms that they have permission to do so and will indemnify us against any resulting claim arising from lack of authority.

We may maintain insurance appropriate to the nature of the services provided, but insurance is not a substitute for the customer’s duty to provide accurate information, suitable packing, and lawful access. The customer should arrange their own insurance where they wish to cover items of special value, sentimental importance, or high replacement cost. We may decline to carry items of exceptional value unless suitable terms are agreed in advance.

If we are asked to transport antiques, artworks, electronics, or other delicate goods, the customer must tell us in advance so that we can decide whether they can be safely accepted. Failure to disclose special characteristics of an item may affect any claim. We are entitled to rely on the customer’s description of the items, the access conditions, and the intended destination.

9. Complaints and Disputes

If the customer is dissatisfied with any part of the service, they should raise the issue promptly so that we may investigate it. We will aim to deal with concerns in a fair and practical manner. A complaint should identify the booking, explain the issue, and include any supporting information available. We may request further details to assess the matter properly.

Both parties should make reasonable efforts to resolve disputes informally before taking formal action. If a claim cannot be resolved through discussion, it may be dealt with by the courts of England and Wales in accordance with the governing law clause below. Nothing in this section prevents either party from seeking urgent injunctive relief or taking action where required by law.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. This clause applies to both contractual and non-contractual disputes, subject to applicable statutory rights.

If any part of these terms is found to be unenforceable or invalid, the remaining provisions will continue in full force so far as legally possible. Any failure by us to enforce a particular right or provision shall not be treated as a waiver of that right unless confirmed in writing. Man With Van Queens Park may update these terms from time to time, and the version in force at the time of booking will normally apply.

By proceeding with a booking, the customer confirms that they have read, understood and accepted these Terms and Conditions. The customer also confirms that they have authority to instruct the work, that the information provided is accurate to the best of their knowledge, and that they will cooperate with reasonable requests necessary for the safe and lawful delivery of the service.