These Terms and Conditions set out the basis on which Man With Van Soho provides moving, carrying, loading, unloading, collection and related transport services to customers. By making a booking, confirming a quotation, or allowing a vehicle and crew to begin work, the customer agrees to be bound by these terms. These terms are designed to be fair, clear and consistent with UK service standards, and they apply whether the job involves a single item, part-load transport, student move, domestic relocation, office transfer, or other agreed service. In these terms, references to we, us and our mean the service provider operating under the Man With Van Soho name, and references to you and your mean the customer.

For the avoidance of doubt, these terms form the entire agreement between the parties in relation to the services booked, unless expressly varied in writing. Any estimate, quotation or booking confirmation should be read together with these terms. If there is any inconsistency, the written booking confirmation or later written agreement will take precedence only to the extent of that inconsistency. The customer is responsible for reading the terms carefully before booking.

These terms are written for a UK service environment and should be interpreted in that context.

1. Booking Process

Bookings may be made by phone, email, messaging platform, online form or any other channel we make available. A booking request does not become binding until it is accepted by us and confirmed to you. We may ask for information such as the collection and delivery addresses, access details, item descriptions, parking conditions, floor levels, dimensions, number of helpers required, and any special handling requirements. The accuracy of this information is important because pricing, vehicle choice, manpower and timing are based on the details you provide.

A quotation may be provided as an estimate or as a fixed price, depending on the information available. Unless stated otherwise in writing, all quotations are based on the assumption that the job can be completed within the agreed scope, during normal working conditions, and without material changes to the description supplied at the time of booking. If the actual job differs from the information provided, we may adjust the price or decline to continue if safe or practical completion is no longer possible.

We reserve the right to refuse or cancel a booking where the service requested is unlawful, unsafe, impractical, beyond our capacity, or likely to breach these terms. Acceptance of a booking does not mean that we accept responsibility for inaccessible premises, concealed risks, prohibited items, or undeclared waste. The customer must ensure that a responsible adult is available at the collection and delivery locations, if needed, to authorise decisions and confirm completion.

2. Service Scope and Customer Responsibilities

Our man and van service may include loading, unloading, item placement, transport, and reasonable handling of domestic or commercial goods. Unless specifically agreed, the service does not include dismantling, reassembly, packing, electrical disconnection, plumbing work, specialist rigging, or removal of hazardous materials. Any assistance beyond the standard scope must be agreed in advance and may incur extra charges.

The customer must ensure that items are suitably packed, labelled, protected and ready for transit unless packing services have been separately arranged. Fragile, valuable or sentimental items should be declared in advance and protected appropriately. We may refuse to handle items that are inadequately packed, unstable, leaking, broken, offensive, unhygienic, illegal, or likely to damage our equipment or other goods.

Where access is restricted, the customer must provide accurate information about stairs, lifts, loading bays, permits, entry codes, waiting restrictions, and any other factors affecting the job. If we are delayed because access information was wrong or incomplete, we may charge for additional time, waiting, parking, re-routing or additional labour. If we are unable to complete the service due to lack of access or permission, the booking may be treated as cancelled by the customer, and charges may still apply.

It is the customer’s responsibility to ensure that all items presented for transport belong to them or that they have authority to instruct us to move them. The customer must also ensure that no prohibited or undeclared waste is included in the load unless waste removal has been expressly arranged and lawfully documented. We are not responsible for checking ownership or legal title to goods unless we have reason to believe a problem exists.

3. Payments and Charges

Unless agreed otherwise, payment is due on completion of the service and before unloading may be finalised or goods released. We may require a deposit or advance payment to secure a booking, especially for larger jobs, peak dates, long-distance work, or where equipment and staffing are reserved in advance. Accepted payment methods may include bank transfer, debit card, credit card or other methods notified at the time of booking. Cash payments may be accepted only if expressly agreed.

All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on hourly rates, fixed fees, mileage, minimum charges, waiting time, congestion, parking, tolls, congestion charges, additional helpers, or the actual scope of work. If the job takes longer than expected because of circumstances outside our control, such as delays at the property, missing keys, traffic disruption, lack of parking, or inaccurate information, we may charge for the extra time reasonably incurred.

Any unpaid amount becomes immediately due if the customer fails to pay when requested. We reserve the right to recover reasonable costs of collection, administration, interest, and enforcement in accordance with applicable UK law. Title to any goods sold or supplied by us remains with us until full payment has been received, where such retention of title is legally applicable to the item or service concerned.

4. Cancellations, Rescheduling and Waiting Time

The customer may request cancellation or rescheduling, but such requests are only effective once acknowledged by us. Because vehicles, staff and equipment are allocated in advance, cancellation charges may apply. The amount charged will depend on the notice given, the scale of the booking, and whether costs have already been incurred. A short-notice cancellation may result in a charge for the full minimum fee or a substantial portion of the agreed price.

If you need to reschedule, we will try to accommodate a new date or time, but this cannot be guaranteed. Where a rescheduled booking is accepted, prices may change if the new date falls on a different tariff period, if our costs have altered, or if the revised arrangement requires additional labour or vehicle time. If we have already started travelling to the job or have begun loading, the booking may be treated as a completed attendance and billed accordingly.

Waiting time caused by the customer, the customer’s representatives, or third parties under the customer’s control may be charged at our prevailing rate. This includes delays arising from keys being unavailable, items not being ready, lift faults, parking access problems, or late arrival at the agreed meeting point. If the delay is excessive, we may leave the site and charge a cancellation or aborted attendance fee.

If we must cancel or materially alter a booking due to vehicle failure, staff illness, severe weather, legal restrictions, unsafe conditions or other events beyond our reasonable control, we will seek to notify you as soon as reasonably possible and may offer an alternative date or a refund of any prepayment for unused services. We will not be liable for indirect losses caused by such cancellation, provided we have taken reasonable steps to minimise disruption.

5. Liability, Risk and Insurance

We will exercise reasonable care and skill in providing the service. However, our liability is limited to direct loss or damage caused by our proven negligence, breach of contract, or wilful misconduct, subject to the exclusions and limits set out in these terms. 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.

Customers are strongly advised to arrange suitable insurance for their goods, especially for high-value, fragile, antique or irreplaceable items. Unless we have expressly agreed in writing to provide enhanced cover, our standard responsibility does not extend to pre-existing damage, hidden defects, wear and tear, insufficient packing, or damage caused by the inherent nature of the item. Items that are poorly packed or inadequately protected are moved at the customer’s risk, unless damage results directly from our negligence.

We are not liable for loss or damage arising from inaccurate information supplied by the customer, faults in buildings or access routes, events caused by third parties, acts of nature, road closures, traffic incidents, or circumstances outside our reasonable control. We are also not responsible for consequential or indirect losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where the law requires otherwise.

Any claim for damage, shortage or loss should be raised as soon as reasonably possible and in any event within a reasonable time after completion of the service. The customer must provide sufficient evidence, including photographs, a description of the item, and details of the alleged incident. We may inspect damaged items and request that they are retained for assessment. No item should be repaired, discarded or altered before we have had a reasonable opportunity to inspect it, unless doing so is necessary to prevent further harm.

6. Waste Regulations and Prohibited Items

Where our service includes removal of waste, it will be handled only in compliance with applicable UK waste regulations and any required duty of care rules. The customer must accurately describe any waste or discarded materials in advance. We may refuse to collect any waste that is not lawfully declared, is mixed with prohibited materials, or could expose us to regulatory breach. Any collection of waste may require separation, documentation, or disposal at an approved facility, and these requirements may affect the price.

The customer must not present hazardous, toxic, corrosive, explosive, medical, biological, asbestos-containing, or otherwise regulated waste unless we have explicitly agreed in writing and are legally authorised to handle it. The same applies to chemicals, batteries, fuel, gas cylinders, paint, solvents, needles, controlled substances, firearms, or other dangerous goods. If such items are discovered in the load without disclosure, we may stop the job immediately and require the customer to remove them at their own expense.

We will not knowingly transport stolen goods, counterfeit goods, illegal items, or items intended for unlawful use. If we suspect that any item or waste load may breach the law, we may refuse the booking, notify the appropriate authorities if required, and charge for any time reasonably spent attending the job. The customer remains responsible for the lawful status of the goods and waste presented for collection.

7. Delays, Force Majeure and Site Conditions

We are not liable for delay or failure to perform where the cause is beyond our reasonable control. This includes, without limitation, extreme weather, accidents, strike action, road closures, fuel disruption, emergency restrictions, power failure, civil unrest, or instructions from public authorities. In such cases, performance may be suspended, postponed or adapted to the extent reasonably necessary.

The customer must ensure that the site is safe and suitable for work. This includes clear walkways, secure pets, adequate lighting, and access that does not expose our team to unnecessary risk. If we consider the premises unsafe, we may refuse to proceed until the risk has been removed. If the risk cannot be removed promptly, the booking may be cancelled and charged as an aborted attendance.

We may rely on reasonable assumptions about parking, loading access and timing when quoting and scheduling. If local conditions, building restrictions or enforcement action materially affect the job, we may make reasonable adjustments to the price or timetable. Any extra charges will be kept proportionate to the additional cost, time or risk involved.

8. General Legal Provisions and Governing Law

If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force and effect. Failure by us to enforce any right or remedy does not amount to a waiver of that right or remedy. Any waiver must be in writing and signed by an authorised representative. No person other than the parties has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

We may update these terms from time to time to reflect changes in law, operational practice or service arrangements. The version in force at the time of booking will normally apply to that booking, unless a later written variation is agreed. Customers are encouraged to review the terms before each new booking, especially where the service requirements are different.

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. These terms are intended to support a professional Man With Van Soho service, a reliable Soho man and van arrangement, and a lawful van moving service operating under UK standards.