Terms and Conditions for Man With Van Highgate Services
These Terms and Conditions set out the basis on which Man With Van Highgate provides removal, transport, loading, unloading, and related support services to customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear understanding of each party’s responsibilities. These terms apply to all domestic and commercial jobs unless otherwise agreed in writing. For the avoidance of doubt, any reference to man and van Highgate, Highgate man with van, or van man Highgate refers to the same service provider and service category described in this document.
The customer must ensure that all instructions, item descriptions, access details, and timing requirements provided at the time of booking are complete and accurate. The service is priced and scheduled on the assumption that the information supplied is truthful and not misleading. If the actual job differs materially from the original booking details, the provider may revise the price, alter the vehicle or team size, or refuse to proceed where it is unsafe or impractical to do so. The customer remains responsible for checking that the service selected is suitable for the intended move or transport task.
These terms are intended to be read alongside any written quotation, booking confirmation, or job-specific instructions issued by the provider. If there is any conflict between a quotation and these terms, the written quotation or confirmation will normally take priority in relation to that specific job, provided it does not contradict mandatory UK law. The service may involve lifting, carrying, transit, positioning, and occasional assembly or disassembly where agreed, but no promise is made that all items can be moved in every circumstance. The customer should always disclose any particularly heavy, fragile, awkward, valuable, or hazardous item before the booking is confirmed.
The booking process usually begins when the customer requests a quote and supplies job details, including collection and delivery addresses, item list, floor levels, access restrictions, parking limitations, preferred dates, and any time constraints. Once the provider has reviewed the information, a quotation or estimate may be issued. An estimate is based on the details given and may change if the actual conditions differ. A booking is only confirmed when the provider has accepted the job and, where required, the customer has paid a deposit or provided payment details. The provider may decline any booking at its discretion if the job appears unsuitable, unsafe, or outside the scope of service.
It is the customer’s responsibility to ensure adequate access on the moving day. This includes arranging parking where needed, obtaining permits if applicable, checking lift availability, and making sure that items are packed and ready unless packing has been expressly included. The customer must be present, or have an authorised representative present, at both collection and delivery unless otherwise agreed. If the provider arrives and cannot begin due to incomplete access, absent instructions, or the customer’s failure to prepare the property, waiting time or additional attendance charges may apply. Any delay caused by the customer may also affect other scheduled jobs.
The service may be subject to timing changes due to traffic, weather, road restrictions, loading conditions, or other operational factors beyond the provider’s control. Time slots are therefore given in good faith rather than as an absolute guarantee unless a fixed appointment has been expressly agreed. Where the provider is delayed, the customer will be informed as soon as reasonably practicable. However, the provider will not be liable for losses arising from delayed arrival if the delay is caused by events outside its reasonable control. The customer should allow sufficient flexibility in their schedule, particularly where access is limited or multiple locations are involved.
Payments are due in accordance with the quotation, booking confirmation, or invoice issued for the job. The provider may require a deposit, partial prepayment, or full payment in advance depending on the nature and size of the move. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any extra charges resulting from additional waiting time, stair carries, congestion, parking penalties caused by the customer’s failure to make arrangements, extra stops, or items not declared at booking may be added to the final amount due. The customer agrees to pay all sums promptly and in full without set-off or deduction unless required by law.
Where payment is taken by bank transfer, card, cash, or another accepted method, it must be made using the correct reference or instruction supplied by the provider. If payment is not received by the agreed deadline, the provider may suspend the booking, refuse to unload items until payment is made, or take steps to recover the outstanding balance. Any chargeback, reversed transfer, or disputed payment made without valid reason may be treated as a breach of these terms. The customer shall be liable for any reasonable recovery costs incurred because of late or failed payment, to the extent permitted under UK law.
Cancellations and changes must be requested as early as possible. If the customer wishes to cancel, amend the date, reduce the scope of the job, or change addresses, the provider may allow this depending on availability and notice given. A cancellation fee may apply where the provider has already reserved staff, vehicle time, or equipment, or where loss has been incurred. Unless a different notice period is specified in the quotation, short-notice cancellations may result in part or all of any deposit being retained. If the customer is absent or not ready at the agreed time and the job cannot proceed, this may be treated as a cancellation or failed attendance chargeable at the provider’s discretion.
Service Standards, Liability, and Customer Responsibilities
The provider will exercise reasonable care and skill in carrying out the service. Vehicles will be operated lawfully and the team will handle goods with ordinary professional care. However, the customer acknowledges that removals and transport naturally involve some risk, particularly where items are bulky, fragile, antique, assembled, or already damaged. The provider is not responsible for pre-existing defects, hidden weaknesses, unsecured contents, or items packed by the customer in a way that is unsuitable for transport. It is strongly recommended that the customer keeps evidence of item condition before the move where the goods are valuable or delicate.
Unless a specific packing or dismantling service has been booked, the customer remains responsible for ensuring goods are suitably packed, wrapped, labelled, and ready for carriage. The provider may refuse to move items that are unsafe to handle, inadequately packed, contaminated, leaking, or likely to damage other property. If the customer insists on moving an item against advice, this is done at the customer’s risk. Any assistance with loading or unloading offered by the provider does not remove the customer’s obligation to confirm that items are safe, lawful, and appropriate for transport. The customer must also remove or secure loose items in advance, including contents that may fall, spill, or shift during transit.
Liability for loss or damage is limited to direct loss arising from proven negligence by the provider and only to the extent permitted by law. The provider will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of business, missed appointments, or inconvenience. No liability is accepted for items of exceptional value unless their nature and approximate value were disclosed in advance and any additional insurance requirement was agreed before the job began. The provider’s liability may also be reduced or excluded where damage is caused by the customer’s instructions, inadequate packing, poor access, or inherent defects in the item. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Insurance arrangements, if any, will be limited to the scope stated in the booking confirmation or quotation. The customer should check whether their own household, contents, or business insurance provides appropriate cover for the move. The provider may ask the customer to sign an inventory, condition note, or acceptance form before or after the service. Any complaint about missing or damaged goods should be raised within a reasonable time and, where possible, before the vehicle departs the delivery point. Failure to report an issue promptly may make it more difficult to investigate the matter fairly.
The customer must ensure that no illegal, dangerous, or prohibited items are included in the load. This includes, without limitation, explosives, firearms, live ammunition, stolen goods, controlled drugs, hazardous chemicals, asbestos, radioactive materials, or any item that cannot lawfully be transported by the service provider. The provider may inspect items where reasonably necessary to protect safety, comply with the law, or prevent contamination of the vehicle. If prohibited goods are discovered, the provider may refuse to carry them, terminate the job, and report the matter to the relevant authorities where required.
Waste regulations are an important part of any move or clearance-related work. If the job includes disposal, removal of unwanted items, or transport of waste to a recycling or disposal facility, the customer must ensure that the waste is described accurately and that the service requested is lawful. The provider will only transport waste in accordance with applicable UK waste legislation, including requirements relating to licensing, transfer notes, duty of care, and appropriate disposal routes where relevant. The customer must not present the provider with mixed waste, contaminated waste, or materials requiring specialist handling unless this has been agreed in advance and the provider is authorised to deal with it.
If the customer asks the provider to remove waste, the customer confirms that they have the right to arrange disposal and that the items are not subject to any third-party ownership claim, restriction, or legal requirement preventing removal. The provider may decline to take waste if it is not properly separated, labelled, or suitable for lawful transport. The customer accepts that incorrect description of waste may lead to extra charges, delays, refusal of service, or reporting to enforcement authorities where appropriate. Any recycling, disposal, or transfer arrangement will be carried out in line with the provider’s operational procedures and applicable law. The customer remains responsible for ensuring that any waste service requested is genuinely needed and lawfully permitted.
General Provisions
The provider may use subcontractors, assistants, or alternative vehicles to perform the service where necessary for operational reasons, provided that the standard of service remains reasonably equivalent. This may include situations where the original vehicle becomes unavailable, a larger vehicle is needed, or additional manpower is required to complete the booking safely. The customer agrees that reasonable substitutions may be made without reducing the provider’s right to payment. Any property left in the vehicle or at the delivery point after completion should be collected promptly. Unclaimed items may be stored or disposed of in accordance with applicable law and reasonable administrative procedures.
The provider reserves the right to suspend, pause, or terminate a job if the customer or any person acting on the customer’s behalf behaves abusively, unlawfully, aggressively, or in a manner that creates a safety risk. The same applies if the customer fails to make payment, gives materially false information, or requests an unlawful act. Where termination occurs for reasons attributable to the customer, the full agreed charge or a reasonable proportion of it may remain payable. The provider also reserves the right to charge for any wasted travel, parking, waiting time, or aborted attendance where the job cannot be completed due to the customer’s breach of these terms.
If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No failure by the provider to enforce a right on one occasion shall be treated as a waiver of that right on any other occasion. These terms may be updated from time to time, but the version in force at the date of booking will apply to that booking unless a later version is expressly agreed. The customer should retain a copy of the relevant booking confirmation and any written instructions for their records.
Governing law and jurisdiction: these Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If the customer is acting as a consumer, nothing in these terms affects rights that cannot be excluded under the Consumer Rights Act 2015 or any other applicable UK legislation. The provider intends these terms to operate fairly and transparently, while preserving lawful protections for both sides.
The overall purpose of this document is to define how the Man With Van Highgate service operates, how bookings are accepted, how payments are handled, and how responsibility is allocated in the event of delay, damage, cancellation, or waste-related issues. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms. If the customer does not accept them, they should not proceed with the booking. These terms are designed to support a professional, lawful, and efficient moving service while reflecting the practical realities of UK transport and removal work.