Terms and Conditions

Man and Van Shepherd's Bush Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Shepherd's Bush provides removal and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Customer means the individual or business entering into an agreement with Man and Van Shepherd's Bush for the provision of services.

Company means Man and Van Shepherd's Bush, the provider of removal and related services.

Services means any man and van, removal, transportation, loading, unloading, packing, or related services provided by the Company.

Goods means the items of property that are the subject of the Services.

Contract means the agreement between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions and any written confirmation issued by the Company.

2. Scope of Services

The Company provides man and van and removal services, including the transport of household goods, office items, and other general property. The exact scope of work, including locations, dates, times, and any special requirements, will be agreed with the Customer at the time of booking.

The Company does not provide specialist removal services such as the transport of hazardous materials, live animals, perishable goods requiring refrigeration, or items requiring special licences, unless explicitly agreed in writing in advance.

The Company operates primarily in and around Shepherd's Bush and other London and UK locations, but may provide services to additional areas by agreement with the Customer.

3. Booking Process

3.1 Booking requests may be made by the Customer through the Company’s chosen booking channels. A booking is not confirmed until the Customer has received explicit confirmation of the booking details from the Company.

3.2 When making a booking, the Customer must provide accurate and complete information about the pick-up and drop-off addresses, access conditions, parking availability, the nature and approximate volume or list of Goods, and any special handling requirements.

3.3 The Company reserves the right to decline any booking request at its sole discretion, including where the requested Services are not feasible, safe, or lawful.

3.4 The Customer is responsible for checking the booking confirmation and ensuring that all details are correct. Any errors or changes should be notified to the Company promptly. Additional charges may apply for changes requested after a booking has been confirmed.

4. Quotes and Pricing

4.1 Any quote provided by the Company is based on the information supplied by the Customer and is valid for a limited period as stated at the time of the quote.

4.2 Quotes may be based on factors such as estimated time, distance, volume or weight of Goods, number of staff required, and access conditions. The Company reserves the right to adjust the price if the information provided by the Customer is inaccurate or incomplete.

4.3 Additional charges may apply for waiting time, extra labour, additional stops, delays outside the Company’s control, parking fees, congestion or other road charges, tolls, or extended travel distance.

4.4 The Customer will be informed of any material change to the quoted price as soon as reasonably practicable. Where possible, the Customer will be given the option to accept the revised price or cancel the Services in accordance with the cancellation terms below.

5. Payments

5.1 The Company may require a deposit or full prepayment to secure a booking. The amount and timing of any deposit or prepayment will be communicated to the Customer at the time of booking.

5.2 Unless otherwise agreed in writing, any outstanding balance is payable on or before completion of the Services. The Company may refuse to commence or continue the Services if payment is not made when due.

5.3 The Company accepts payment by methods made available to the Customer at the time of booking. The Customer agrees to ensure that any payment method used is valid and that sufficient funds are available.

5.4 All prices and charges are stated in pounds sterling and are inclusive or exclusive of VAT as specified at the time of booking. If VAT is applicable, it will be charged at the prevailing rate.

5.5 If the Customer fails to pay any amount due under the Contract, the Company reserves the right to charge interest on the overdue sum at the statutory rate and to recover all reasonable costs incurred in the collection of overdue amounts.

6. Cancellations and Changes

6.1 The Customer may cancel or amend a booking by giving the Company notice through the same or another approved communication channel used for the booking.

6.2 The following cancellation charges may apply, unless otherwise stated in writing by the Company:

a. Cancellation more than 48 hours before the scheduled start time of the Services: any deposit paid may be refundable or transferable at the Company’s discretion.

b. Cancellation between 24 and 48 hours before the scheduled start time: the Company may retain all or part of the deposit and may charge up to 50 percent of the quoted price.

c. Cancellation less than 24 hours before the scheduled start time or failure to be present or provide access at the agreed time: the Company may charge up to 100 percent of the quoted price.

6.3 Where the Customer requests a change of date, time, address, or scope of Services, the Company will use reasonable endeavours to accommodate the request but cannot guarantee availability. Changes may result in adjustment of the price. If the Company cannot accommodate the change and the Customer cancels, the cancellation charges above may apply.

6.4 The Company may cancel or reschedule the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdown, illness, or safety concerns. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer to reschedule or, where appropriate, provide a refund of any amounts paid for Services not provided. The Company shall not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.

7. Customer Responsibilities

7.1 The Customer must ensure that suitable access and parking are available at both the collection and delivery addresses. Any necessary permits or permissions for parking or access are the responsibility of the Customer unless otherwise agreed in writing.

7.2 The Customer must ensure that Goods are properly packed, protected, and ready for loading at the agreed time, unless the Company has explicitly agreed to provide packing services.

7.3 The Customer must clearly label fragile items and inform the Company of any items requiring special handling, dismantling, or assembly.

7.4 The Customer shall not request the Company to transport any prohibited or illegal items, including but not limited to hazardous materials, explosives, drugs, stolen goods, or any items which are unlawful to possess or transport.

7.5 The Customer is responsible for complying with any building regulations, lease conditions, or restrictions at the collection or delivery locations and for informing the Company of any relevant rules, such as restrictions on access hours or lift usage.

8. Company Responsibilities

8.1 The Company will provide the Services with reasonable care and skill and will take reasonable measures to protect the Customer’s Goods during handling and transport.

8.2 The Company will use vehicles and equipment suitable for the agreed Services and will ensure that staff are appropriately trained for their duties.

8.3 The Company will make reasonable efforts to adhere to agreed dates and times, but timings are estimates only and are not guaranteed. The Company shall not be liable for delays caused by circumstances beyond its reasonable control, including traffic, accidents, road works, or actions of third parties.

9. Liability and Limitations

9.1 The Company’s liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall be limited to the reasonable cost of repair or replacement up to a maximum amount per job as notified to the Customer prior to the Services, unless a higher level of cover has been expressly agreed in writing.

9.2 The Company shall not be liable for:

a. Loss or damage arising from the inherent nature or condition of the Goods, including normal wear and tear, deterioration, or instability of assembled furniture.

b. Loss or damage to items that were not adequately packed or protected by the Customer, unless packing services were provided by the Company.

c. Damage to goods packed or unpacked by the Customer.

d. Loss of or damage to valuables such as cash, jewellery, watches, precious metals, stones, documents, data, antiques, fine art, or items of unusual or special value, unless the Company has expressly agreed in writing to handle such items and separate terms have been agreed.

e. Indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or emotional distress.

9.3 The Customer must inspect the Goods upon delivery and report any visible loss or damage to the Company as soon as reasonably practicable and in any event within 48 hours of completion of the Services. For loss or damage that is not immediately apparent, the Customer must notify the Company within 7 days of completion of the Services. Failure to notify within these time limits may affect the Company’s ability to investigate and may reduce or extinguish any liability.

9.4 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully limited or excluded under applicable law.

10. Insurance

10.1 The Company maintains insurance policies appropriate to its business. Details of cover can be provided to the Customer on request.

10.2 The Customer is encouraged to arrange additional insurance for Goods of high value or where the Customer requires cover beyond the Company’s standard limits or exclusions.

11. Waste and Environmental Regulations

11.1 The Company complies with applicable UK waste and environmental regulations when handling, transporting, or disposing of waste materials.

11.2 The Customer must not request the Company to dispose of waste that is prohibited or restricted under relevant regulations, including hazardous or controlled waste, without prior written agreement.

11.3 Where the Company agrees to remove unwanted items or waste, any charges will be agreed in advance or added to the final invoice. The Customer confirms that they have the right to dispose of such items and that the items are not hazardous or illegal.

11.4 The Customer remains responsible for any penalties, fines, or legal consequences resulting from the misdescription of waste, misrepresentation of ownership, or provision of hazardous or unlawful materials for removal or disposal.

12. Delays, Postponements, and Access Issues

12.1 If the Company is unable to commence or continue the Services due to inadequate access, lack of parking, the Customer’s failure to be present, incomplete packing where not part of the agreed Services, or any other issue within the Customer’s control, waiting time or additional labour charges may apply.

12.2 If the delay or access issue is substantial, the Company may treat the situation as a cancellation by the Customer and apply the relevant cancellation charges.

13. Complaints

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.

13.2 The Company will investigate complaints in good faith and seek to resolve them in a fair and reasonable manner, which may include repair, compensation within the limits of liability, or other appropriate remedies.

14. Data Protection and Privacy

14.1 The Company collects and processes personal data necessary for the performance of the Services and the administration of bookings and payments.

14.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable measures to safeguard such data.

15. Changes to These Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect for new bookings from the date they are published or otherwise communicated to Customers.

15.2 For existing confirmed bookings, the version of the Terms and Conditions in force at the time of booking will apply, unless a change is required by law or agreed with the Customer.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.

16.2 Any disputes arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

17.3 The Contract is between the Customer and the Company. No other person shall have any rights to enforce any of its terms.

17.4 These Terms and Conditions, together with any written confirmation of booking, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence, or representations.