Terms and Conditions for Surrey Man And Van Services

These Terms and Conditions set out the basis on which Surrey Man And Van provides removals, transport, loading, unloading and associated man and van services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear and fair understanding between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste regulations and the law that applies to the agreement.

In these terms, references to “we”, “us” and “our” mean Surrey Man And Van, and references to “you” or “the customer” mean the person, business or organisation that places the booking or receives the service. Our services may include house moves, office moves, furniture transport, single-item collections, student moves, delivery support and similar van-based logistics. Unless agreed in writing, we provide a transport and labour service only and do not act as a storage provider, estate agent, waste carrier on behalf of the customer, or specialist installer. Any variation to these terms must be confirmed by us in writing before the service begins.

The purpose of these terms is to make the service straightforward and transparent. They explain what is included in a standard man and van Surrey booking, what is expected from the customer, and what happens if plans change. Please read them carefully before confirming a booking.

A booking becomes valid once we have received sufficient details and confirmed acceptance, whether by email, message, phone call, online form, or other written communication. A quotation is usually based on the information you provide, including collection and delivery addresses, item type and quantity, access conditions, dates, times, any parking restrictions, and whether you require additional labour. If the information changes after the quote is issued, we reserve the right to revise the price, timing or vehicle allocation to reflect the updated circumstances.

You are responsible for ensuring that all booking details are accurate and complete. This includes measuring larger items, confirming whether anything is heavy, fragile, awkward, or requires dismantling, and making us aware of access issues such as stairs, narrow corridors, lifts, shared entrances or restricted parking. If the service requires two people or more, or a larger vehicle than originally quoted, we may adjust the price accordingly. A Surrey man and van service is generally flexible, but any flexibility depends on the information shared in advance and the conditions encountered on the day.

We may refuse or cancel a booking if the work requested is unsafe, unlawful, beyond the capacity of the agreed vehicle, or materially different from the original description. Bookings for prohibited goods, hazardous items, or waste that cannot be handled lawfully may be declined. We also reserve the right to refuse service where a customer has not complied with payment conditions, has previously made a false booking, or behaves in a threatening or abusive manner.

Prices may be provided as fixed quotes, hourly rates, or a combination of both. Any quotation is valid only for the period stated in the offer, or if no period is stated, for a reasonable time. Unless expressly included, prices do not automatically cover congestion charges, tolls, parking permits, waiting time, dismantling, reassembly, wrapping materials, specialist handling, disposal fees, or other third-party costs. Where additional charges arise, we will normally inform you as soon as reasonably possible.

Payment terms will be confirmed during booking. We may require a deposit, full payment in advance, or payment on completion, depending on the size and nature of the job. Unless agreed otherwise, payment is due immediately when requested and must be made by the methods we accept at the time of service. Late payment may result in the suspension of work, refusal to unload goods, or recovery action where appropriate. Any bank charges, failed card fees, or costs incurred due to a reversed payment may be charged to the customer where permitted by law.

VAT will be charged where applicable. If a quote is stated as inclusive of tax, that will be made clear. Where a quote is estimated by time, the final amount may vary based on actual duration, the number of team members required, waiting periods, access complications, and any agreed extras. We aim to keep pricing fair and understandable, and to avoid surprises by setting out the service scope before work starts.

Cancellations, Amendments and Delays

You may cancel or amend a booking, but please do so as early as possible. If you cancel after we have already allocated a vehicle, scheduled staff, or incurred costs, we may charge a cancellation fee that reflects the work already committed. For same-day cancellations or cancellations made very close to the agreed time, the fee may be up to the full quoted amount where our team has been prevented from taking alternative work. If a deposit has been taken, it may be used against cancellation costs.

We may also need to amend or cancel a booking due to circumstances beyond our control, including severe traffic disruption, vehicle breakdown, adverse weather, accident, staff illness, road closures, or legal restrictions. In such cases, we will use reasonable efforts to offer an alternative time or date. We will not be responsible for losses caused by unavoidable delays, although we will always aim to communicate changes promptly and act reasonably. A flexible approach is often part of a Surrey Man And Van service, but flexibility is subject to safety and operational limits.

If you are not ready at the agreed time, or if access is unavailable, we may charge waiting time, a return visit fee, or cancellation costs if the job cannot proceed. If the customer is absent and fails to respond, we may treat the booking as cancelled. Any goods left unattended, not packed as agreed, or not ready for transport may delay the service and affect pricing. Repeated missed appointments may lead us to decline future bookings.

Our liability is limited to losses directly caused by our proven negligence or breach of contract, subject to the exclusions and limits set out below. We take reasonable care when handling items, loading vehicles and securing goods, but we are not liable for damage caused by pre-existing defects, poor packing, unsuitable packaging, hidden weakness, or the inherent nature of an item. Customers should remove loose parts, secure lids, protect delicate surfaces and disclose anything fragile or valuable. If you choose not to use protective wrapping or decline our advice, you accept the increased risk.

We are not responsible for indirect or consequential loss, including loss of profit, loss of business, missed appointments, emotional distress, or loss resulting from delay beyond our reasonable control. Where liability is established, our maximum responsibility will normally be limited to the lower of the total amount paid for the service or the replacement/repair value of the affected item, subject to any applicable legal rights that cannot be excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Customers must ensure that items handed over for transport are lawful to move and that they are properly declared. We do not accept responsibility for items that are illegal, unsafe, or not suitable for carriage. If you ask us to load or unload items into a property, you should tell us about any floor protection requirements, access concerns, or fragile surfaces. We may decline to move items that are excessively heavy or that present a risk to people, property or the vehicle.

Waste Regulations and Prohibited Items

If our service includes removal of unwanted goods, the customer remains responsible for ensuring the items are correctly described and lawfully discarded. We operate in compliance with UK waste legislation and may only transport waste where it can be handled lawfully. It is your duty to tell us whether an item is waste, reusable, recyclable, or subject to any special disposal requirements. If a collection includes waste, we may ask for additional information to confirm that the load complies with relevant regulations.

We may refuse to transport certain waste materials, including hazardous waste, clinical waste, asbestos, solvents, chemicals, gas bottles, fuel containers, pressurised canisters, paint in large quantities, batteries, tyres, or other controlled materials unless we have specifically agreed to handle them and are legally permitted to do so. The customer must not conceal prohibited items within other goods. If undisclosed hazardous or restricted waste is found, we may stop the job, report the matter where required, and charge for any time, travel or disposal-related costs already incurred.

Where we remove recyclable or reusable household or commercial items, the customer confirms that they have the right to dispose of them and that the transfer is lawful. We may act as a carrier only and may not be responsible for the final method of disposal unless expressly agreed. The customer must not ask us to dispose of fly-tipped waste, illegally dumped items, or materials that breach environmental rules. Our Surrey man and van team may request a declaration or written confirmation before accepting waste-related work, especially where the nature of the load is unclear.

Customer Responsibilities

You are responsible for ensuring that there is safe and reasonable access to the collection and delivery points. This includes obtaining any necessary permission for parking, loading, unloading, use of lifts, or entry to shared premises. If permits, visitor passes or security access are required, you must arrange them unless we have expressly agreed otherwise. You should also ensure that items are ready for loading at the booked time and that any disconnection, packing, or dismantling that you agreed to undertake has been completed.

You must protect valuables, confidential documents, cash, jewellery, passports, medicines and other personal items before the service begins. Unless we specifically agree to handle them, we are not responsible for such items. If you ask us to move computers, electronics, artwork, antiques or other high-value goods, you should tell us in advance so that we can assess whether the service is suitable and whether additional protection or insurance arrangements are needed. Failure to disclose special items may affect liability.

You must not leave children, pets, or vulnerable persons unsupervised in areas where loading or unloading is taking place. The customer should identify any hazards at either property, including low ceilings, uneven steps, loose flooring, poor lighting, water leaks, or electrical risks. If we believe conditions are unsafe, we may pause or stop work until the issue is resolved. Any delay caused by unsafe conditions may be charged as waiting time or as an additional visit, depending on the circumstances.

Insurance, Claims and Complaints

We maintain insurance appropriate to the nature of our service, but insurance cover is subject to policy terms, exclusions and limits. The existence of insurance does not create broader liability than that set out in these terms. If you believe an item has been damaged or lost during the service, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. Claims should include a clear description of the item, the alleged issue, supporting photographs where available, and evidence of value or repair costs if relevant.

We may inspect the item, the packing, the access route and any relevant circumstances before accepting responsibility. If damage arises because an item was not suitably packed, was already damaged, or was moved contrary to our advice, we may reject the claim. Minor scuffs, superficial marks, or wear that is consistent with normal handling or pre-existing condition are not usually treated as compensable damage. If a complaint relates to service quality rather than damage, please raise it promptly so that we can review the matter fairly.

Where a dispute cannot be resolved informally, both parties agree to act reasonably and try to settle matters without unnecessary delay. Any refund, partial refund, or goodwill payment will not amount to an admission of liability unless we state otherwise in writing. These terms are intended to preserve your statutory rights while setting clear expectations for a professional man and van Surrey service delivered with care.

General Provisions and Governing Law

We may update these terms from time to time to reflect changes in law, insurance, business practice, or service structure. The version in force at the time of your booking will apply unless a later change is required by law or expressly agreed between us and you. If any part of these terms is held to be unlawful or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right under these terms does not waive that right.

You may not transfer your rights or obligations under the booking without our prior written consent. We may assign or subcontract all or part of the work to suitably qualified persons or partners where necessary for service delivery, provided the standard of service remains reasonable. Any notice relating to these terms should be given in writing by the usual communication method used for the booking. Headings are included for convenience only and do not affect interpretation.

These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising in connection with the service or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales. By confirming a booking with Surrey Man And Van, you acknowledge that you have read, understood and accepted these terms, and that they form the contract between us for the agreed service.