Terms and Conditions for Stjohnswood Man And Van Services

These Terms and Conditions set out the basis on which Stjohnswood Man And Van provides removals, delivery, and related transport services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. In these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or any person acting on the customer’s behalf.

These terms are intended to create a clear and fair framework for the use of our man and van service. They apply to household moves, furniture transport, student moves, single-item collections, light commercial transport, and similar services arranged in advance. They should be read carefully together with any written quotation, booking confirmation, job notes, or special instructions provided before the service begins.

We reserve the right to amend these terms from time to time where necessary for legal, operational, or safety reasons. Any updated version will apply to bookings made after the date of publication or confirmation. If a change affects a confirmed booking materially, we will seek to notify the customer in advance where reasonably practicable.

1. Booking Process

A booking is only confirmed when the customer has accepted the quotation and we have acknowledged the booking in writing, by email, text message, or other recorded communication. A quotation may be based on information provided by the customer, including the number of items, access conditions, collection and delivery points, parking restrictions, stair access, and any requirement for additional staff or waiting time. If the details supplied are incomplete or inaccurate, we may revise the price or the service arrangements before or during the job.

By requesting a booking with Stjohnswood Man And Van, you confirm that you are authorised to enter into the agreement and that all information supplied is true, complete, and not misleading. We may refuse, postpone, or cancel a booking if the job appears unsafe, unlawful, impractical, or outside the scope of our service. We may also require a deposit or advance payment to secure a date, especially during busy periods or for larger jobs.

The customer is responsible for ensuring that all items are ready for collection at the agreed time, unless we have expressly agreed to pack, dismantle, or prepare them as part of the service. Any delay caused by the customer, their representatives, or third parties may result in additional charges based on our waiting time rates or a revised schedule. We will make reasonable efforts to arrive within the agreed time window, but time estimates are not guaranteed and may be affected by traffic, weather, road closures, or other events beyond our control.

If the service requires parking permits, access codes, building approvals, lift reservations, or other permissions, it is your responsibility to arrange these in advance unless we have agreed otherwise in writing. Where access is obstructed, unsafe, or impossible, we may be unable to complete the service and may charge for wasted attendance, reattempts, or additional labour. Any special handling requirements must be disclosed before the booking is confirmed.

We may ask for further details where necessary to ensure the job is carried out safely and lawfully. This may include weight estimates, fragile items, appliances, antiques, waste materials, or access issues. If the service changes after booking, such as a revised inventory, a second address, or additional stops, the quotation may be adjusted accordingly.

2. Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service. We may require full or partial payment in advance for deposits, long-distance work, same-day bookings, or any job where third-party costs are likely to arise. Accepted payment methods may include bank transfer, card payment, or another method confirmed at the time of booking. Cash payments, if accepted, must be made in the correct amount unless agreed otherwise.

All prices are quoted in pounds sterling and may be inclusive or exclusive of VAT depending on the structure of the booking and applicable tax treatment. Any estimate provided before the job begins is based on the information available at the time and may change if the actual circumstances differ. Additional charges may apply for stairs, heavy or awkward items, waiting time, long carries, congestion charges, parking costs, tolls, fuel surcharges, storage, and disposal fees where relevant.

The customer must pay any undisputed invoice promptly. If an invoice remains unpaid after the due date, we may charge interest and reasonable recovery costs in accordance with applicable law. We also reserve the right to withhold further services, release of goods where lawful, or future bookings until outstanding balances are settled. Promotional offers, discounts, or special rates are offered at our discretion and may be withdrawn at any time.

Where a deposit has been taken, it may be non-refundable in whole or part if cancellation is made after resources have been allocated, unless mandatory consumer law requires otherwise. The final price may differ from the estimate if the service is extended by customer request, if the inventory is larger than stated, or if conditions are more demanding than described. We will explain any material price adjustment where reasonably possible before continuing with the work.

3. Cancellations, Amendments, and No-Shows

You may cancel or amend a booking by notifying us as soon as possible. Cancellations made with sufficient notice may not incur a charge, depending on the circumstances and any costs already incurred. If you cancel at short notice, fail to provide access, are not present at the arranged time, or are otherwise unable to proceed with the booking, we may charge a cancellation fee, wasted journey fee, or the full booking amount where appropriate and lawful.

If we need to cancel or reschedule due to illness, vehicle breakdown, severe weather, safety concerns, or events beyond our reasonable control, we will endeavour to offer an alternative time or date. We are not liable for indirect losses caused by a cancellation or delay, but we will act reasonably and in good faith to minimise disruption. Changes requested by the customer are subject to our availability and may lead to a revised quotation.

For avoidance of doubt, failure to provide accurate information, refusal of reasonable access, or a material change in the job may be treated as a cancellation or variation. If a booking is postponed and the original date has reserved time and labour, charges may still apply. Stjohnswood Man And Van may also cancel immediately where the customer behaves abusively, illegally, or in a way that creates risk to staff, property, or the public.

If a booking is cancelled after our team has already travelled to the collection or delivery point, we may charge for travel time, fuel, parking, and labour already committed. Any refund due will be calculated after deduction of legitimate costs already incurred.

4. Liability and Customer Responsibilities

We will exercise reasonable care and skill in the provision of our services. However, our liability is limited to loss or damage directly caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for pre-existing damage, wear and tear, concealed defects, or damage caused by items that are insecurely packed, improperly assembled, or inherently fragile unless we have expressly agreed to pack or handle them under a specific duty of care.

You are responsible for ensuring that goods are suitable for transport and that any fragile, valuable, or irreplaceable items are protected or declared in advance. Unless agreed in writing, we do not accept responsibility for cash, jewellery, documents, works of art, antiques, or other high-value items beyond the standard limits required by law or insurance. Customers should remove loose parts, secure drawers and doors, and empty appliances before transport where relevant.

To the extent permitted by law, we shall not be liable for loss of profits, business interruption, indirect loss, consequential loss, or any loss arising from inaccurate instructions given by the customer. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded. Where liability is established, any compensation will be assessed fairly and may be limited to the lesser of the repair cost, replacement value, or the applicable insurance cover.

The customer must ensure that the premises, items, and access routes are safe and free from hazards. We may refuse to lift or move items that are unsafe, excessively heavy, contaminated, leaking, unstable, or likely to cause injury or damage. If we agree to assist with dismantling, reassembly, loading, or unloading, this is carried out on the understanding that the customer remains responsible for confirming that the item is fit for such handling.

Any claim for damage or loss should be raised as soon as reasonably possible, with supporting evidence where available. We may require the customer to allow inspection of the item, packaging, or delivery conditions before deciding on any remedy. If an issue can be resolved by repair, replacement, or partial refund, we may offer the most reasonable solution in the circumstances.

5. Waste Regulations and Prohibited Materials

Where our service includes the removal or transport of waste, the customer is responsible for ensuring that all waste is accurately described and legally permitted for collection. We operate in accordance with applicable UK waste regulations and may request details of the waste type, quantity, source, and destination. We do not accept responsibility for unlawfully dumped waste, misdescribed materials, or waste that requires a specialist carrier unless expressly agreed beforehand.

It is the customer’s duty to disclose whether any items are hazardous, electrical, contaminated, restricted, or subject to special handling requirements. This includes, without limitation, asbestos, chemicals, paint, solvents, oils, gas bottles, clinical waste, batteries, pressurised containers, and other controlled substances. We may refuse any item that we reasonably believe could breach safety or environmental rules. If prohibited waste is presented, we may terminate the service and charge for any costs reasonably incurred.

Any waste removal carried out as part of the service must comply with the duty of care requirements applicable in England, Scotland, Wales, or Northern Ireland, as relevant. Where necessary, the customer must provide correct information for transfer notes, receipts, or related documentation. If items are to be delivered to a licensed facility, the customer remains responsible for ensuring that the waste description is accurate and lawful.

6. Storage, Uncollected Items, and Abandonment

If goods cannot be delivered or collected due to the customer’s fault, we may store them temporarily at the customer’s risk and expense, or return them to the original point of collection where reasonably practicable. Additional storage, redelivery, or handling charges may apply. We will take reasonable care of items in our possession, but we are not liable for deterioration caused by the nature of the goods, weather exposure, or delay where we have acted reasonably.

If items are left uncollected, refused, or abandoned after reasonable notice, we may seek instructions from the customer. Where permitted by law, and after giving fair notice, we may dispose of or donate unclaimed items if the costs of retention exceed their value. Any proceeds, if lawfully realised, may be applied against outstanding charges and associated costs.

7. Insurance, Complaints, and General Provisions

We maintain insurance cover that is appropriate to the nature of the services we provide, but insurance does not create responsibility for losses outside these Terms and Conditions. Customers are encouraged to arrange their own insurance for items of unusual value or significance. Any claim must be supported by reasonable evidence, and the customer must take all reasonable steps to reduce any loss or further damage.

If you have a complaint, you should raise it promptly so that we can investigate while the facts are fresh. We will review the matter fairly and, where appropriate, may request photographs, item descriptions, invoices, or other evidence. A complaint does not entitle the customer to withhold payment for undisputed services unless required by law.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales unless another part of the United Kingdom is expressly relevant and mandatory local law applies. The courts of England and Wales shall have exclusive jurisdiction unless the law requires otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

Nothing in these terms affects your statutory rights as a consumer where applicable. The headings are provided for convenience only and do not affect interpretation. Any waiver of a right must be in writing and will apply only to the specific instance stated. These Terms and Conditions form the complete agreement between the customer and Stjohnswood Man And Van in relation to the booked service, unless a separate written contract has been agreed.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. We recommend that customers retain a copy for their records. If any ambiguity arises, the interpretation that is most consistent with fair dealing, legal compliance, and the intended scope of the service shall apply.