Terms and Conditions for Man With A Van Pentonville
These Terms and Conditions apply to all bookings made with Man With A Van Pentonville and set out the basis on which our removal, delivery, transport, and related services are provided. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, job confirmation, or agreed service specification. The purpose of this document is to clarify rights and responsibilities so that both the customer and the service provider understand the scope of work, the payment process, and the practical limitations that may apply on the day of service.
Throughout these terms, references to “we”, “us”, and “our” mean the service provider operating under the Man With A Van Pentonville name, and references to “you” or “the customer” mean the individual or business making the booking or receiving the service. These terms are intended to apply to domestic and commercial transport jobs, including single-item moves, small removals, collection and delivery work, and similar services, unless otherwise agreed in writing.
We reserve the right to update these terms from time to time. Any revised version will apply to future bookings only, unless a change is required by law or is expressly agreed in writing. It is the customer’s responsibility to review the applicable terms before confirming a booking. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
All bookings are subject to acceptance and availability. A booking may be made by telephone, email, online request, or any other method offered at the time of enquiry. A booking is not confirmed until we have issued a clear acceptance, agreed the service details, and, where applicable, received any required deposit or advance payment. The customer must provide accurate information, including collection and delivery addresses, access details, item descriptions, estimated volume, weight, and any special handling requirements.
When requesting a service from Man With A Van Pentonville, you must ensure that all relevant information is complete and accurate. This includes advising us of stairs, lifts, parking restrictions, loading limitations, time windows, fragile goods, heavy items, or anything else that may affect the work. We rely on the information provided at the time of booking. If the actual job differs significantly from the details supplied, we may revise the quotation, adjust the service plan, or decline to carry out the work if it would be unsafe or impracticable.
The customer is responsible for ensuring that the booking reflects the required service. Where time-based work is booked, the quoted duration is an estimate only unless we expressly agree a fixed service scope. Delays caused by incorrect information, inaccessible premises, waiting times, or late readiness of goods may result in extra charges. If a booking is made on behalf of a third party, the person arranging the service remains responsible for payment and for ensuring that all instructions are accurate.
Our prices may be based on hourly rates, fixed quotes, mileage, job complexity, additional labour, or a combination of these factors. Unless stated otherwise, quotations are based on the information supplied before the booking is confirmed. We may revise a quote if the customer changes the job specification, requests extra stops, adds items, or if the collection or delivery conditions differ materially from those originally described.
Payment terms will be confirmed at the time of booking or in the quotation. Unless agreed otherwise, payment is due immediately upon completion of the service. We may require a deposit, part payment, or full prepayment to secure a booking. Accepted payment methods may include bank transfer, card payment, cash, or another method notified in advance. Any bank charges, card fees, or international transfer costs incurred by us due to the customer’s chosen payment method may be passed on where permitted by law and where previously disclosed.
If payment is not made when due, we reserve the right to charge interest and reasonable recovery costs in accordance with applicable UK law. We may also withhold delivery, suspend future services, or retain goods where lawful and appropriate until outstanding sums are paid. Title to any goods remains with the customer at all times; however, our obligation to continue or complete the service may be suspended until payment is received in full for work already carried out.
Cancellations, Amendments and Waiting Time
The customer may request to cancel or reschedule a booking, but any cancellation must be made within a reasonable time. Unless a different cancellation policy is stated in the quotation, the following principles apply. If notice is given sufficiently in advance, we may refund any deposit at our discretion, less any non-recoverable expenses or admin costs already incurred. If a cancellation is made at short notice, after vehicle allocation, staff scheduling, or dispatch arrangements have been made, we may retain part or all of the deposit to cover losses.
If you wish to amend the booking, including changing the collection time, addresses, number of items, or access conditions, you must tell us as soon as possible. Changes may affect the price, the vehicle required, or the availability of the service. We will try to accommodate reasonable amendments, but we are not obliged to do so where the altered request is not practical. If a customer is not ready at the agreed time, or if access is delayed, waiting time may be charged at our standard rate or part thereof.
Where a cancellation occurs because the customer provides incorrect information, fails to obtain permission to enter premises, does not make goods available, or is absent without prior arrangement, it may be treated as a late cancellation or a wasted journey. In such cases, we may charge for time, fuel, labour, and any third-party costs already committed. Any refund, if due, will be calculated after deduction of such reasonable costs.
Service Standards, Access and Customer Responsibilities
The customer must ensure that the premises are safe and reasonably accessible for the agreed work. This includes arranging parking where needed, providing accurate access instructions, securing permissions for entry where required, and ensuring that pathways, staircases, and loading areas are free from avoidable obstruction. If special equipment is needed because of restricted access, narrow stairways, or unusually heavy goods, this must be discussed in advance. Failure to disclose such issues may lead to extra charges or inability to complete the job as planned.
Where the service involves lifting or moving goods, the customer must identify any items that are fragile, hazardous, valuable, or unusually heavy. While Man With A Van Pentonville will take reasonable care when handling belongings, we may refuse to move any item that is unsafe, prohibited, improperly packed, or likely to cause injury or damage. It is the customer’s duty to ensure that goods are properly packaged and that loose contents are secured where appropriate. We are not responsible for damage caused by inadequate packing or pre-existing defects.
The customer must also ensure that all items handed over for transport are lawful to carry and belong to the customer or are moved with proper authority. We may decline to transport items that are illegal, stolen, dangerous, or otherwise unsuitable. Any instructions given to our staff should be clear and consistent. If a customer or their representative requests a method that we consider unsafe, we may refuse that instruction and continue only on a safer basis, or we may terminate the service if necessary.
Waste, disposal, and clearance activities are subject to UK waste regulations. Where we agree to remove, transport, or dispose of waste as part of a job, the customer remains responsible for ensuring that the waste is accurately described and legally transferable. We only accept waste types that are permitted under applicable law and under our own operational controls. The customer must not present hazardous waste, chemicals, asbestos, medical waste, or any restricted material unless we have expressly agreed in advance and have the necessary authorisation.
Under waste duty-of-care requirements, the customer must provide honest information about the origin, type, and quantity of waste. We may request details that help us determine whether the load can be lawfully carried, where it will be taken, and what records may be required. If the customer misdescribes waste or includes prohibited materials without disclosure, we may refuse collection, isolate the affected items, or end the job. Any extra charges, disposal costs, contamination fees, or legal penalties caused by inaccurate disclosure may be passed to the customer where permitted by law.
If waste collection forms part of the service, the customer agrees to cooperate with any documentation or handover procedure required for compliance. Waste must be presented in a safe, accessible, and manageable condition. We reserve the right to charge for sorting, segregation, loading delays, or additional handling where waste has not been prepared appropriately. We will not be responsible for the contents of sealed containers or mixed loads unless their contents were fully disclosed and accepted by us beforehand.
Liability and Limitations
Man With A Van Pentonville will take reasonable care in providing the service, but our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those exceptions, we shall not be liable for indirect, consequential, or economic losses such as loss of profit, loss of business opportunity, or loss of goodwill.
We are not responsible for damage that arises from pre-existing defects, inadequate packing, ordinary wear and tear, hidden structural weaknesses, or the customer’s own actions or omissions. We are also not liable for delays caused by traffic, weather, road closures, vehicle breakdowns, acts of third parties, or any circumstances outside our reasonable control. Where a delay occurs, we will take reasonable steps to continue the service, but we do not guarantee exact arrival or completion times unless expressly stated in writing.
If loss or damage occurs and is alleged to be caused by our negligence, the customer must notify us as soon as reasonably possible and provide evidence of the issue. Our liability, where established, will be limited to the reasonable repair cost, replacement value, or direct loss proven, subject to any contractual cap stated in the quotation or booking confirmation. The customer must take reasonable steps to mitigate any loss, and we will not be liable for losses that could have been avoided.
Insurance, Claims and Exclusions
We may carry insurance appropriate to the services offered, but insurance cover does not expand our liability beyond these terms or beyond what is required by law. The customer is encouraged to hold their own insurance for valuable, fragile, or irreplaceable items. It is the customer’s responsibility to back up data and remove confidential or personal information from devices or containers before transport where practical. We will not be liable for data loss unless caused by our proven negligence and only to the extent permitted by law.
Claims relating to missing, damaged, or delayed items should be raised promptly. The customer should provide a clear description of the item, the nature of the loss, and any supporting evidence that may assist in investigation. We may inspect the item, packaging, and surrounding circumstances before confirming any resolution. Where a claim is accepted, any settlement will be reasonable and limited to direct loss only. We may choose to repair, replace, or compensate at our discretion, subject to legal obligations.
No claim may be made for items that the customer chose not to disclose, items packed by the customer in a way that concealed damage, or items transported contrary to our instructions. If the customer asks us to proceed despite our warning about risk, the service may continue at the customer’s own risk to the fullest extent allowed by law. These limitations are intended to reflect the practical nature of transport and removal services and do not affect statutory consumer rights where applicable.
If we are unable to perform the service due to circumstances beyond our control, including adverse weather, road closures, vehicle failure, staff illness, legal restrictions, or events that make performance unsafe or impossible, we may reschedule the booking or cancel it with reasonable notice. In such cases, we will not be responsible for indirect losses, and any refund of advance payments will be limited to amounts not already spent or committed on the booking, unless otherwise required by law.
We may terminate or suspend a booking immediately where the customer behaves abusively, provides false information, refuses to pay, requires unlawful conduct, or creates an unsafe working environment. We may also refuse to handle goods that pose a health and safety risk. If termination occurs for reasons attributable to the customer, the customer must pay for work already completed and any costs reasonably incurred up to the point of termination. Any property already collected may be retained only where lawful and necessary to secure payment or comply with legal obligations.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising in connection with a booking, quotation, or service provided by Man With A Van Pentonville shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless otherwise required by law. If any provision is held to be unlawful, the remaining provisions shall remain valid and enforceable. These terms represent the entire agreement between the parties in relation to the service, unless a separate written contract expressly states otherwise.