St.John's Wood Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which St.John's Wood Man and Van provides man and van, removals, collection, delivery 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 making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means St.John's Wood Man and Van, the provider of the services.
1.2 "Customer" means any individual, partnership, firm or company requesting or using the services of the Company.
1.3 "Services" means man and van services, household removals, office moves, furniture transport, collection and delivery, loading and unloading, and any related services agreed between the Company and the Customer.
1.4 "Goods" means any items, property or belongings that the Company is requested to move, transport, carry, handle, store or otherwise deal with.
1.5 "Booking" means a confirmed arrangement for the Company to provide services to the Customer at an agreed date, time and price.
2. Scope of Services
2.1 The Company provides man and van and removal services for domestic and commercial Customers, including local moves, small-scale relocations, and transport of individual or multiple items.
2.2 The Company operates primarily within urban and surrounding residential and commercial areas but may undertake journeys to and from other locations by prior agreement.
2.3 The specific nature and extent of the services to be provided, including vehicle size, number of operatives, and estimated duration, will be agreed at the time of booking.
2.4 The Company reserves the right to decline any booking or request for services, including where the Goods are unsuitable for transport, access is unsafe, or the move is not reasonably practicable.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted communication methods. The Customer must provide accurate and complete information, including collection and delivery addresses, access details, inventory or description of Goods, and any special requirements.
3.2 A booking is only confirmed when the Company has accepted the request and, where applicable, received any required deposit or pre-payment. Provision of a quotation alone does not constitute a confirmed booking.
3.3 The Customer is responsible for ensuring that all booking details are correct. Any changes, including date, time, addresses, or scope of work, must be communicated to the Company as early as possible and are subject to availability and possible additional charges.
3.4 The Company may revise an initial estimate if the information provided by the Customer is inaccurate or incomplete, or if the nature or quantity of Goods or access conditions differ from those stated at the time of booking.
4. Prices, Estimates and Quotations
4.1 Prices may be calculated on an hourly rate, fixed quote, or a combination, as specified at the time of booking.
4.2 Any quotation or estimate provided is based on the information supplied by the Customer and assumes normal access conditions, reasonable loading distances, and no unforeseen delays.
4.3 The Company reserves the right to apply additional charges in circumstances including but not limited to:
a) Delays caused by the Customer or third parties at collection or delivery locations.
b) Excessive walking distances, stairs, lack of lifts, or difficult access not previously disclosed.
c) Additional Goods not declared at the time of booking.
d) Waiting time arising from keys, paperwork or premises not being ready at the agreed time.
4.4 All prices are exclusive of parking fees, congestion or emission charges, tolls or similar charges, which shall be payable by the Customer where applicable.
5. Payments and Charges
5.1 Payment terms will be advised at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the service on the same day.
5.2 The Company accepts payment by methods notified to the Customer in advance. The Customer must ensure they have the means to pay at the agreed time.
5.3 The Company may require a deposit or partial pre-payment to secure a booking. Any such requirement will be communicated before confirmation.
5.4 If payment is not made when due, the Company reserves the right to:
a) Charge interest on overdue amounts at a reasonable rate until payment is received.
b) Suspend or withhold further services, including delivery of Goods, until full payment is made.
c) Take appropriate steps to recover outstanding sums, including legal action where necessary. The Customer will be liable for reasonable costs incurred in such recovery.
6. Cancellations and Amendments
6.1 The Customer may cancel or amend a booking by giving notice to the Company.
6.2 Cancellation charges may apply, depending on the notice period:
a) If cancellation is made more than 48 hours before the scheduled start time, the Company will usually waive cancellation fees, subject to any non-refundable costs already incurred.
b) If cancellation is made between 24 and 48 hours before the scheduled start time, the Company may charge up to 50 percent of the agreed price or deposit.
c) If cancellation is made less than 24 hours before the scheduled start time, the Company may charge up to 100 percent of the agreed price or deposit.
6.3 If the Customer wishes to change the date, time or scope of the service, this will be subject to availability and may result in revised charges.
6.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including severe weather, accidents, vehicle breakdown, illness, or other operational issues. In such cases, the Company will seek to arrange an alternative date or time or provide a refund of any pre-payment for services not yet provided.
7. Customer Responsibilities
7.1 The Customer is responsible for:
a) Ensuring that all Goods are properly packed and prepared for transport, unless the Company has been specifically engaged to provide packing services.
b) Ensuring that any fragile or high-value items are safely packed and clearly identified.
c) Arranging suitable parking and access for the Company’s vehicle at both collection and delivery points, including any permits or authorisations required.
d) Being present, or ensuring that an authorised representative is present, at collection and delivery to oversee the process and check Goods.
e) Complying with all relevant laws and regulations, including restrictions relating to waste and prohibited items.
7.2 The Customer must not request the Company to transport any illegal, dangerous, hazardous, flammable, explosive, perishable or otherwise prohibited items. The Company reserves the right to refuse to move any such items.
8. Company Responsibilities
8.1 The Company will provide services with reasonable care and skill, using appropriately maintained vehicles and operatives.
8.2 The Company will take reasonable steps to protect Goods during loading, transport and unloading, subject to the limitations set out in these Terms and Conditions.
8.3 The Company will make reasonable efforts to adhere to agreed times but cannot guarantee exact arrival or completion times due to traffic, access and other factors beyond its reasonable control.
9. Liability and Limitations
9.1 The Company will be liable for direct physical loss or damage to Goods caused by its negligence while they are in its care, subject to the exclusions and limitations set out in this clause.
9.2 The Company will not be liable for:
a) Damage to Goods arising from defective or inadequate packing by the Customer.
b) Normal wear and tear, or minor scratches or scuffs to items that are already worn, delicate, or structurally weak.
c) Loss or damage where Goods are handled or moved against the advice of the Company.
d) Indirect, consequential or economic loss, including loss of profit, loss of opportunity, or emotional distress.
e) Loss of cash, jewellery, watches, precious metals, stones, important documents or other high-value items, unless specifically declared and accepted in writing by the Company before the move.
9.3 The Customer must notify the Company in writing of any loss or damage as soon as reasonably possible and, in any event, within a reasonable period after completion of the services. The Customer must provide evidence of the damage and cooperate with any investigation.
9.4 The Company’s total liability for any claim arising from a single booking shall not exceed a reasonable value in proportion to the price paid for the services, subject to any applicable insurance arrangements disclosed to the Customer.
9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.
10. Access, Parking and Delays
10.1 The Customer must ensure adequate and lawful parking is available for the Company’s vehicle at collection and delivery locations. Any parking charges, penalties or fines incurred as a result of inadequate arrangements or instructions by the Customer may be charged to the Customer.
10.2 If access to either property is restricted, involves long carries, multiple flights of stairs, or other obstacles, the Customer must inform the Company at the time of booking. Additional charges may apply if this information is not provided in advance.
10.3 The Company is not responsible for delays caused by factors beyond its control, including traffic, road closures, accidents, weather conditions, or actions of third parties. Where such delays occur, additional waiting time may be chargeable.
11. Waste, Disposal and Regulations
11.1 The Company operates in accordance with relevant UK waste management and environmental regulations. The Customer must not request the Company to dispose of waste in any unlawful manner.
11.2 Where the services include removal and disposal of unwanted items, the Company will only handle such items in line with applicable waste regulations, using approved sites or partners where required.
11.3 The Company may decline to remove or dispose of items classed as hazardous, controlled or regulated waste, including chemicals, paint, asbestos, medical waste, or electrical items requiring specialist disposal, unless prior written agreement has been made.
11.4 Any additional charges incurred for lawful disposal or recycling of items will be communicated to the Customer and are payable in addition to standard service charges.
12. Insurance
12.1 The Company maintains appropriate insurance cover relevant to its operations, in line with industry norms and legal requirements.
12.2 The Customer is encouraged to maintain their own contents or business insurance and to check policy terms relating to removals and transport of goods.
13. Complaints and Disputes
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 reasonable steps can be taken to resolve the matter.
13.2 The Company will investigate complaints in a fair and timely manner and will aim to provide a response within a reasonable period.
13.3 If a dispute cannot be resolved directly between the parties, either party may consider seeking advice from an appropriate advisory body or pursuing dispute resolution through the courts in accordance with the governing law clause below.
14. Data Protection and Privacy
14.1 The Company will collect and process personal data provided by the Customer for the purpose of administering bookings, providing services, processing payments, and meeting legal obligations.
14.2 The Company will handle personal data in a lawful and secure manner and will not sell personal information to third parties. Data may be shared with trusted partners or service providers where necessary to deliver the services or comply with legal requirements.
15. Force Majeure
15.1 The Company will not be liable for any failure or delay in performing its obligations where such failure or delay is due to events beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of terrorism, strikes, transport disruptions, or power failures.
15.2 In such circumstances, the Company will make reasonable efforts to notify the Customer and to reschedule or adapt services where possible.
16. Variations to Terms
16.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.
16.2 Any changes that materially affect the Customer’s rights will be communicated where reasonably practicable.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
18.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
By making a booking with St.John's Wood Man and Van or using our services, you confirm that you have read, understood and agreed to these Terms and Conditions.
