Surrey Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Surrey Man and Van provides removal, transport and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

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

1.1 Surrey Man and Van, we, us, our means the removal service provider trading under the name Surrey Man and Van.

1.2 Customer, you, your means the individual or business booking or using our services.

1.3 Services means any removal, transport, loading, unloading, packing, unpacking, delivery, collection, waste removal or related services provided by us.

1.4 Vehicle means any van or other vehicle used by us to carry out the services.

1.5 Goods means all items, furniture, personal belongings and property that we are requested to move, handle, store, transport or dispose of as part of the services.

1.6 Contract means the agreement between you and us for the provision of services, comprising these Terms and Conditions and the confirmed booking details.

2. Scope of Services

2.1 We provide man and van services, including domestic and commercial removals, collection and delivery of items, and limited waste clearance services, subject to applicable laws and licensing requirements.

2.2 The exact scope of the services will be as agreed and confirmed at the time of booking, including the service date, time, locations, number of operatives, type of vehicle, and any additional options requested.

2.3 We reserve the right to refuse to carry any goods that we reasonably believe to be unsafe, illegal, inadequately packaged, excessively heavy, or otherwise unsuitable for transport.

3. Booking Process

3.1 Bookings can be made by direct contact with us, subject to availability. A booking is only confirmed when we have accepted your request and provided booking confirmation.

3.2 When making a booking, you must provide accurate and complete information, including:

(a) full collection and delivery addresses; (b) dates and times; (c) details of access restrictions, including parking limitations, stairs, lifts and narrow doorways; (d) a clear description and approximate quantity of goods; (e) any special handling requirements or fragile items; and (f) confirmation of any items that require disassembly or reassembly.

3.3 Our quote is based on the information supplied by you at the time of booking. If the information is incomplete or inaccurate, we may adjust the price, apply additional charges, reschedule, or cancel the booking.

3.4 We may require a deposit or full prepayment to secure your booking. Where applicable, the deposit amount and payment schedule will be notified to you at the time of booking.

4. Pricing and Payments

4.1 Prices may be calculated on an hourly rate, a fixed rate, or a combination of both, depending on the nature of the job and as confirmed at the time of booking.

4.2 Unless otherwise stated, our prices exclude charges such as congestion fees, tolls, parking costs, fines, or additional labour for unforeseen circumstances. These may be added to your final invoice where applicable.

4.3 You are responsible for providing suitable parking at both collection and delivery locations. Any parking charges or penalties incurred during the provision of the services as a direct result of a lack of suitable parking or your instructions will be charged to you.

4.4 Payment terms will be specified at the time of booking. Unless agreed otherwise, payment is due on completion of the services. For longer or more complex jobs, staged payments or advance payment may be required.

4.5 Payments must be made using an accepted method as agreed prior to the service date. We reserve the right to refuse to commence or continue any job if cleared funds have not been received as required.

4.6 If you fail to make any payment on the due date, we may charge interest on the overdue amount at a reasonable rate until payment is made in full, and may suspend further services.

5. Changes to Bookings

5.1 If you wish to change the date, time, locations, or scope of the services after a booking is confirmed, you must notify us as soon as possible.

5.2 All changes are subject to availability and may result in an adjusted price. We will inform you of any changes in price before agreeing the amended booking.

5.3 If we are unable to accommodate your requested change, the original booking and price will remain in place unless you cancel in accordance with the cancellation terms below.

6. Cancellations and Rescheduling

6.1 You may cancel or reschedule your booking by giving us notice. The amount of notice required and any applicable charges will be based on the time remaining before the scheduled service.

6.2 If you cancel more than 7 days before the scheduled service start time, any deposit paid may be refundable at our discretion, less any non-recoverable costs already incurred.

6.3 If you cancel between 7 days and 48 hours before the scheduled service start time, we may retain all or part of the deposit or charge a percentage of the quoted price to cover reserved resources and lost business.

6.4 If you cancel less than 48 hours before the scheduled service start time, fail to be present, or do not provide access at the agreed time, we may charge up to the full quoted price to cover our costs.

6.5 We may cancel or reschedule the services where necessary due to circumstances beyond our control, including severe weather, vehicle breakdown, staff illness, accidents, road closures, or legal restrictions. In such cases, we will notify you as soon as reasonably practicable and offer an alternative date or a refund of any prepayments for services not yet provided. We will not be liable for any indirect or consequential loss arising from such cancellations.

7. Your Responsibilities

7.1 You are responsible for:

(a) ensuring that all goods are adequately packed, secured, and ready for transport unless we have agreed to provide packing services; (b) removing and safely disconnecting any fixtures, fittings or appliances, unless otherwise agreed; (c) ensuring that no prohibited, dangerous, or illegal items are included in the goods; and (d) ensuring that you or an authorised representative is present at collection and delivery locations to supervise and confirm the work carried out.

7.2 You must ensure that there is safe and reasonable access to the premises at all times, including unobstructed corridors, stairways and entry routes suitable for moving goods.

7.3 You must inform us in advance of any items that require specialist equipment, are particularly heavy, or may cause difficulty in moving, such as large pianos, safes, or oversized furniture.

7.4 Where you do not comply with these responsibilities, we may, at our discretion, refuse to move certain items, apply additional charges, or terminate the services.

8. Excluded and Prohibited Items

8.1 We do not carry animals, perishable goods, live plants, cash, securities, precious metals, jewellery, valuable documents, or other items of very high value unless expressly agreed in writing and appropriately insured.

8.2 We will not carry illegal goods, explosives, flammable or hazardous materials, weapons, or any items that in our reasonable opinion may pose a health and safety risk.

8.3 If such items are found among the goods without our prior knowledge, we may remove or dispose of them, notify the relevant authorities if required, and will have no liability for any resulting loss or damage.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in providing the services. Our liability is subject to the limitations set out in this section.

9.2 We are only liable for loss or damage to goods that occurs while they are in our care, custody and control during the provision of the services, and where such loss or damage is caused by our proven negligence or breach of contract.

9.3 Our liability for loss or damage to goods is limited to a reasonable sum per item or per job, which will not exceed the value of the damaged goods or the cost of repair, whichever is lower. You may request details of our standard liability limits prior to booking.

9.4 We are not liable for:

(a) pre-existing damage, wear and tear, or inherent defects in goods; (b) damage arising from inadequate packing carried out by you or a third party; (c) damage to furniture or items that require disassembly, reassembly or specialist handling, where you have not informed us of the specific requirements; (d) minor dents, scuffs or marks that occur as a result of normal handling; or (e) any indirect, consequential or purely economic loss, such as loss of profit, loss of opportunity, or emotional distress.

9.5 All claims for loss or damage must be notified to us in writing as soon as reasonably practical and in any event within 7 days of completion of the services. You must provide reasonable evidence of the loss or damage and allow us an opportunity to inspect the items and consider repair or replacement options.

10. Access, Property Damage and Limitations

10.1 We will take reasonable care to avoid damage to property, including walls, floors and fixtures, while carrying out the services. However, you should protect areas of particular sensitivity or value prior to our arrival.

10.2 We will not be liable for damage to property where:

(a) the damage results from moving goods in circumstances where there is no reasonably practical way of performing the move without some risk of damage; or (b) the damage arises from your failure to provide adequate protection or to inform us of relevant structural weaknesses, such as loose flooring, weak staircases or fragile surfaces.

10.3 If we believe that moving an item may cause damage to the goods, property, or our staff, we may decline to move that item or ask you to sign a disclaimer before proceeding.

11. Waste and Disposal Regulations

11.1 Any waste removal, disposal or clearance services we provide will be carried out in accordance with relevant waste regulations and environmental laws.

11.2 You are responsible for accurately describing the type and quantity of waste to be removed. We will not remove hazardous or controlled waste, including but not limited to chemicals, asbestos, medical waste, oils, or contaminated materials, unless we are legally permitted and specifically agree to do so.

11.3 Where waste is collected, it will be transported to an approved facility or transfer station as required by law. We may refuse to collect waste that is incorrectly described, inadequately contained, or unsafe to handle.

11.4 You must not request us to dispose of items unlawfully or to fly-tip any material. If you do so, we will refuse and may terminate the services immediately.

11.5 You remain responsible for any penalties, fines or legal consequences arising from misdescribed waste or your failure to comply with applicable regulations.

12. Insurance

12.1 We maintain appropriate insurance cover for our vehicles and public liability in connection with the services we provide.

12.2 Our insurance is subject to policy terms, conditions, and exclusions. It is your responsibility to arrange any additional insurance you require for your goods, particularly for high value items or where you wish to extend cover beyond our standard limits.

13. Delays and Events Beyond Our Control

13.1 While we will make reasonable efforts to arrive and complete work within agreed timeframes, all times given are estimates. We are not liable for delays caused by factors beyond our reasonable control, including traffic conditions, road closures, accidents, weather, or delays caused by third parties.

13.2 If a delay occurs due to your actions or omissions, such as lack of access, incomplete packing, or waiting for keys, we may charge for waiting time at our standard hourly rate.

14. Complaints

14.1 If you are dissatisfied with any aspect of our services, you should raise the issue with the team on the day where possible so that we have an opportunity to address it immediately.

14.2 If the issue is not resolved, you should submit a written complaint within 7 days of the completion of the services, providing full details of your concerns. We will investigate and respond within a reasonable timeframe.

15. Data Protection and Privacy

15.1 We collect and process personal information necessary for arranging and providing the services, such as names, addresses, and job details.

15.2 We will handle your personal information securely and only use it for legitimate business purposes, including managing bookings, invoicing, and complying with legal obligations.

15.3 We do not sell your personal data to third parties. We may share information with subcontractors or partners only to the extent required to perform the services.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

16.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions or the services provided.

17. General Provisions

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

17.2 Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

17.3 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.

17.4 These Terms and Conditions, together with the specific details of your booking, constitute the entire agreement between you and us and supersede any prior understanding or arrangement relating to the services.