Terms and Conditions for Collierswood Man And Van Services

These Terms and Conditions set out the basis on which Collierswood Man and Van provides removal, transport, delivery, and related moving services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. They are designed to keep the service clear, fair, and efficient for both parties, whether the job involves a single item, a flat move, office relocation support, or general transport assistance. For the avoidance of doubt, any reference to we, us, or our means Collierswood Man and Van, and any reference to you or the customer means the person or business making the booking.

These terms apply to all services unless we agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects your statutory rights as a consumer under UK law. We reserve the right to update these terms from time to time, and the version applicable to your booking will be the one in force at the time your service is confirmed.

To help ensure a smooth service, it is important that all booking details provided by the customer are accurate and complete. This includes the collection and delivery addresses, access information, item descriptions, parking restrictions, floor levels, and any special handling requirements. Where incorrect or incomplete information causes delays, additional labour, extra mileage, or the need for another vehicle, we may apply reasonable additional charges.

Booking Process

A booking with Collierswood Man and Van is normally made after an enquiry and the provision of a quote. Quotes may be based on information supplied by the customer, and in some cases we may need to revise the price if the circumstances change or the actual job differs from the original description. A booking is only confirmed once we have accepted the job and the customer has accepted the quoted terms, including the date, time, service type, and estimated cost.

We may require a deposit or advance payment to secure the booking, especially for larger jobs, peak-time slots, or scheduled moves involving multiple vehicles or staff. Unless otherwise agreed, the customer remains responsible for ensuring that the booking details are suitable for the service requested. Any change to the scope of work may affect availability and pricing. If a customer asks us to carry out extra work on the day, we may agree to do so, but any additional work is subject to our availability and may be charged separately.

The customer must ensure that someone authorised to approve the job is present at the start of the service or is otherwise available to confirm instructions. If no one is available and we are unable to obtain clear instructions, we may postpone or cancel the job and charge for wasted time or travel where reasonable. We also reserve the right to refuse a booking where the load appears unsafe, unlawful, excessively heavy, or materially different from the information originally provided.

Payments

Payment terms will be confirmed at the time of booking or at the latest before the service begins. Unless we agree otherwise in writing, payment is due immediately upon completion of the service. We may accept bank transfer, debit card, credit card, or another agreed method. Cash payments may be accepted only where previously arranged. Any deposit paid is normally non-refundable except where we cancel the booking or where a refund is required by law.

Our prices may be based on an hourly rate, a fixed rate, a distance-based charge, or a combination of these methods. Where a booking is based on time, we will aim to work efficiently, but unavoidable delays caused by access issues, customer delays, traffic conditions, parking limitations, or waiting time may affect the final amount payable if this is stated in the quote. If an invoice is issued, payment must be made within the period specified on the invoice. Late payments may result in recovery action, and the customer may be liable for any reasonable costs incurred in collecting overdue sums.

Where goods require specialist handling, dismantling, packing assistance, stairs-only access, or additional manpower, these may be charged as extra services. We may also charge for consumables such as protective wrapping if supplied at the customer’s request. Any estimates of duration or cost are based on information available at the time of quoting and are not guaranteed unless expressly stated as fixed.

Cancellations and changes to a booking should be made as early as possible. If the customer cancels with sufficient notice, we may, at our discretion, refund some or all of any deposit paid, depending on the timing of the cancellation and any costs already incurred. If cancellation is made at short notice, particularly after vehicles, staff, or equipment have been allocated, we may retain the deposit or charge a cancellation fee that is reasonable in the circumstances.

If the customer is not present at the agreed time, fails to provide access, or does not have the necessary permissions or keys to complete the work, this may be treated as a late cancellation or aborted job. In such cases, travel time, waiting time, and any other costs already incurred may be charged. We also reserve the right to reschedule if weather, traffic, vehicle issues, or other operational matters make performance on the agreed date impractical or unsafe.

Where we need to cancel or reschedule a booking, we will use reasonable efforts to notify the customer promptly and offer an alternative date or time where possible. If we cancel and are unable to provide a suitable alternative, any advance payment for the affected service will normally be refunded for the cancelled element. We are not responsible for indirect losses arising from a cancellation, such as missed appointments, lost earnings, or rearrangement costs, except where the law requires otherwise.

Service Standards and Customer Responsibilities

The customer is responsible for ensuring that items are properly packed unless packing has been agreed as part of the service. Fragile items should be packaged appropriately, and the customer should clearly identify any objects that require special care. While our team will handle goods with reasonable care and skill, we cannot guarantee the safe transport of items that are improperly packed, unstable, or not suitable for movement in the condition presented.

Customers must also ensure that access routes are reasonably clear and safe. This includes hallways, stairs, driveways, loading areas, and any shared access points. If our team has to move items through restricted access or across surfaces that could be damaged, the customer should tell us in advance. Where parking restrictions apply, the customer should arrange suitable parking permission if possible. Delays caused by access or parking difficulties may result in additional charges if they materially affect the job.

We may decline to move items that are illegal, dangerous, contaminated, excessively heavy, or likely to damage our vehicle, equipment, or other property. This includes, without limitation, explosives, illegal drugs, unauthorised hazardous substances, live animals, and items that breach transport or safety regulations. Collierswood Man and Van may also refuse to move goods that are of unusually high value unless suitable arrangements are agreed in advance.

Liability and Damage

We will exercise reasonable care and skill in performing the service. However, our liability is limited to losses or damage caused directly by our negligence, breach of contract, or failure to use reasonable care. We are not liable for loss or damage arising from pre-existing defects, inadequate packing, hidden faults, unavoidable movement of items during transport, or circumstances beyond our reasonable control. This includes damage caused by extreme weather, road closures, accidents involving third parties, or acts of public authority.

Where damage is alleged, the customer must notify us as soon as reasonably possible and in any event within a reasonable time after completion of the service. The customer should provide sufficient detail and, where available, photographs or supporting information so that the matter can be investigated. We may inspect the item or request that it be retained for assessment. Any claim that is not reported promptly may be harder to investigate and may be rejected where delay has caused prejudice.

Our total liability for any claim relating to the service will, to the fullest extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim. 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 lawfully be excluded under UK law. Customers are encouraged to arrange appropriate insurance for items of special value or sentimental importance.

Waste Regulations and Disposal

Where the service includes removal of waste, unwanted items, packaging, or disposable materials, both parties must comply with applicable UK waste regulations. We will only transport, handle, or dispose of waste where it is lawful for us to do so and where the customer has accurately described the materials involved. The customer must not present us with hazardous waste, clinical waste, asbestos, chemicals, or other regulated materials unless we have expressly agreed in writing and can lawfully manage them.

Under UK waste law, the duty of care requires waste to be transferred only to authorised and licensed facilities or carriers. The customer is responsible for ensuring that any waste presented for removal is genuine household, commercial, or general waste and not misdescribed as ordinary rubbish when it contains prohibited or controlled materials. If items are found to be unlawful to transport or dispose of, we may refuse them and may charge for any wasted attendance or disposal-related costs already incurred.

Where applicable, the customer may be asked to confirm in writing that the waste belongs to them or that they have the legal authority to arrange its removal. We may also ask for clarification if we believe the load includes electrical goods, paint, oils, batteries, or other items subject to special disposal requirements. Our compliance with waste regulations does not transfer responsibility for incorrect declarations made by the customer.

Delays, Force Majeure and Operational Issues

We aim to arrive within the agreed time window, but timing estimates are not guaranteed unless expressly confirmed. Delays may arise due to traffic, weather, road incidents, waiting access, or prior jobs overrunning. Where possible, we will keep the customer informed. Reasonable delays do not automatically entitle the customer to compensation, though we will always seek to act fairly and professionally.

We are not liable for failure or delay in performance caused by events outside our reasonable control, including but not limited to severe weather, industrial action, fire, flood, accident, mechanical breakdown, fuel shortages, or restrictions imposed by public authorities. In such circumstances, we may suspend, reschedule, or partially complete the service if it is safe and practical to do so. Any payment already made will be adjusted fairly to reflect the work completed.

If the customer asks us to wait for access, keys, payments, or instructions, any resulting delay may be charged where it is reasonable to do so. Likewise, if the customer requests a second trip, storage of items, or a return visit due to incomplete preparation or missing information, these may be treated as additional services subject to separate charges.

Customer Property, Ownership and Authority

The customer confirms that they own the goods being moved or have the authority of the owner to instruct us to handle them. We are entitled to rely on the customer’s instructions and are not required to investigate ownership disputes unless there is a clear reason to do so. The customer must also ensure that any items handed over are free from hidden contents that may create risk, legal issues, or additional handling requirements.

If we believe an item may contain confidential documents, valuable contents, or prohibited materials, we may request further confirmation before accepting it. We do not accept responsibility for verifying the contents of sealed parcels, boxes, or containers unless this has been expressly agreed in advance. Any valuable or irreplaceable items should be declared before the service begins so that appropriate care and, if necessary, a tailored service arrangement can be considered.

Where a customer asks us to dispose of, donate, deliver, or relocate goods on their behalf, the customer remains responsible for confirming that the instruction is lawful and accurate. We are not responsible for disputes between landlords, tenants, family members, business partners, or other third parties concerning ownership or permission unless we have agreed in writing to act on verified instructions from the relevant party.

Complaints and General Provisions

If the customer is dissatisfied with any part of the service, they should raise the issue promptly so it can be reviewed. We will consider complaints fairly and in good faith, using the information provided and any relevant records. A complaint does not automatically suspend the customer’s obligation to pay undisputed sums due for the service already completed.

These terms constitute the entire agreement between the parties in relation to the service, unless a separate written agreement states otherwise. No employee, agent, or contractor of Collierswood Man and Van has authority to vary these terms except in writing. If we choose not to enforce any provision at a particular time, that does not mean we waive our right to enforce it later.

This agreement is made under and governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these terms, the booking, or the services supplied under them. By proceeding with a booking, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions for Collierswood Man and Van services.