Terms and Conditions for Man And Van Pimlico
These Terms and Conditions set out the basis on which Man and Van Pimlico provides moving, loading, transport, and related removal services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear and fair agreement covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the services. These terms should be read together with any written quotation, service description, or job confirmation issued before the work starts. If any part of the booking details differs from these terms, the written booking confirmation will usually take priority for that specific job.
Man And Van Pimlico aims to provide a flexible and reliable service for household, office, and small commercial moves, as well as collection, delivery, and item transport. However, service availability depends on access, timing, vehicle suitability, staff availability, and the accuracy of the information supplied by the customer. The customer is responsible for checking that the service requested matches the items, location, and conditions involved in the move. Any special requirements, including stairs, limited parking, restricted access, heavy objects, or fragile goods, should be disclosed during the booking stage so that an appropriate service can be arranged.
These terms are written for general use and are not intended to replace consumer rights or mandatory legal protections under UK law. Nothing in these terms limits any rights that cannot lawfully be excluded. Where the customer is a consumer, statutory rights remain in force. Where the customer is a business, the service agreement may also include additional written terms agreed in advance. In all cases, the parties should act reasonably, communicate promptly, and provide accurate information throughout the booking and delivery process.
Booking Process
Bookings may be made by telephone, email, online enquiry, or any other method accepted by Man And Van Pimlico. A booking is not confirmed until the customer has provided the required details and received confirmation from the service provider. The booking details may include the collection and delivery address, date, preferred time slot, list of items, number of staff required, vehicle size, parking arrangements, and any specific handling instructions. The customer must ensure that all information supplied is complete and accurate. If the customer gives incorrect or incomplete information, the quotation, timing, and service plan may need to change.
Quotes are usually based on the information available at the time of enquiry. A quotation may be revised if the customer later changes the scope of the job, adds extra items, extends waiting time, or if the original description was incomplete. A quote does not guarantee the same price if the actual work differs materially from what was described. Where the service is charged by time, the final fee will depend on the actual duration of the job, including reasonable loading, travel between agreed locations where applicable, unloading, waiting caused by customer delay, and other agreed service components.
The customer should be available at the start time or should arrange for an authorised person to be present. If the customer requests that the team proceeds without their presence, they accept responsibility for instructions, access, item identification, and any resulting decisions. Man and van services can involve practical limitations, and the provider may refuse to carry out work that appears unsafe, unlawful, or beyond the agreed scope. The provider may also refuse to move items that are prohibited, poorly packed, or unsuitable for transport without reasonable preparation.
Payments and Charges
Unless otherwise agreed in writing, charges are payable in accordance with the quotation or the booking confirmation. Payment methods may include bank transfer, card payment, or other methods accepted at the time of booking. The customer must pay any required deposit, upfront charge, or balance by the time stated in the booking confirmation. If no payment time is stated, the balance becomes due immediately on completion of the service. The provider may withhold final unloading, issue a delivery hold, or pause work until payment arrangements are satisfied, where lawful and reasonable.
Any estimate given before the job begins is based on the expected scope of the work. Additional charges may apply for waiting time, congestion, parking fees, tolls, additional labour, long carries, dismantling, reassembly, stair carries, out-of-hours work, redelivery, failed access, or disposal of items if such charges were not already included. The customer agrees to pay any reasonably incurred extra costs arising from their instructions, omissions, or changes made during the job. The provider will normally explain any material additional charge before it is incurred, where this is practical.
If payment is not made on time, the provider may charge interest and recovery costs to the extent permitted by law, and may suspend future services until overdue amounts are settled. In the case of business customers, late payment may be subject to statutory interest and compensation where applicable. The customer must ensure sufficient funds and valid authorisation for any agreed payment method. If a payment is reversed, declined, or charged back without good reason, the customer may be liable for associated fees and administrative costs where recoverable under law.
Cancellations, Rescheduling, and Delays
Customers may cancel or reschedule a booking, but any cancellation may be subject to a fee depending on the notice given and the costs already incurred by the provider. The closer the cancellation is to the scheduled time, the more likely it is that a charge will apply. If the customer cancels after the team has been dispatched, arrived on site, or begun work, the provider may charge for call-out time, labour already spent, and any non-recoverable expenses. Where a deposit has been paid, it may be retained in full or in part to reflect administrative time and lost availability, subject to applicable law.
If the customer needs to change the date, time, access arrangements, or scope of the work, they should notify the provider as soon as possible. Rescheduling is subject to availability and may involve a revised quote. The provider may also need to cancel or postpone a job because of circumstances beyond reasonable control, including severe traffic disruption, extreme weather, vehicle breakdown, staff illness, accident, or legal restrictions affecting safe operation. In such cases, the provider will seek to offer a new time or date, and where this is not suitable, any prepaid amount for undelivered services will usually be refunded or credited, unless a lawful deduction is justified.
The customer is responsible for ensuring that the property, loading area, and delivery point are accessible at the agreed time. If access is delayed because of missing keys, no parking, building restrictions, security procedures, unprepared items, or the absence of the customer or their representative, the provider may charge waiting time or may treat the job as a failed attendance. The team may not be able to hold a vehicle indefinitely. Delays caused by factors outside the provider???s control may affect arrival times and completion time, and any schedule given should be treated as an estimate rather than a guarantee unless expressly confirmed otherwise.
Liability and Customer Responsibilities
The customer must make sure that all items are properly packed, secured, and labelled where needed. Fragile items, valuables, and items of sentimental or exceptional value should be protected and declared in advance. Unless the provider has expressly agreed to pack or dismantle items, the customer remains responsible for adequate preparation. Man And Van Pimlico will take reasonable care when handling goods, but it is not responsible for damage arising from pre-existing defects, inadequate packing, hidden weakness, overloading by the customer, or instructions that the customer insisted upon despite advice to the contrary.
The provider will only be liable for loss or damage caused by its proven negligence, breach of contract, or failure to use reasonable skill and care, and only to the extent permitted by law. Liability may be limited where a claim relates to indirect loss, loss of profit, business interruption, or consequential damage. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Customers are encouraged to arrange appropriate insurance for goods in transit if they require protection beyond the standard level of care provided.
Where a customer instructs the team to move items that are not fit for transport, are too heavy for safe manual handling, or require specialist equipment, the provider may decline the task or amend the method of handling. The customer should disclose any access issues, weight concerns, hazards, or structural risks before the job begins. If the provider discovers a significant safety issue during the service, the team may stop work until the issue is resolved. The customer remains responsible for any damage caused by unsafe premises, defective furniture, loose flooring, inadequate lifting points, or hidden hazards not reasonably foreseeable at the time of arrival.
Waste Regulations and Disposal
When the service includes disposal, clearance, or removal of unwanted items, the customer must tell the provider in advance what materials are involved. The customer must not ask the provider to remove hazardous, explosive, infectious, or otherwise regulated waste unless this has been expressly agreed and lawfully arranged. The customer is responsible for ensuring that all waste handed over for disposal is correctly described and separated where required. If any item contains batteries, chemicals, oils, paints, electrical components, or other controlled substances, the customer must disclose this before collection.
Man and van waste handling services will be carried out in accordance with applicable UK waste legislation and local authority requirements. The provider may refuse to collect items that cannot lawfully be transported, stored, or disposed of using the agreed method. Where the provider accepts waste, the customer authorises the provider to transport and dispose of it through lawful channels. The provider may charge additional fees for special handling, transfer station costs, recycling charges, or materials that require separate treatment. If the customer misdescribes waste or includes prohibited materials without informing the provider, the customer may be responsible for any resulting fines, penalties, clean-up costs, or third-party claims arising from that omission.
The customer remains the owner of items until they are lawfully transferred for disposal, unless the law says otherwise or the parties agree differently in writing. Once waste has been collected for disposal, it may not be recoverable. The customer should therefore remove any documents, keys, personal data, medicines, or valuable contents before collection. The provider is not responsible for accidental disposal of items that the customer failed to segregate or identify clearly. Any handling of waste will be performed in a way that seeks to protect the environment and comply with legal duties relating to transport, storage, transfer, and disposal.
Insurance, Claims, and Complaints
If the customer believes that an item has been lost or damaged during the service, they should notify the provider as soon as reasonably possible and provide relevant details, including photographs where appropriate. Claims should be made promptly so that the circumstances can be investigated while the facts remain fresh. The provider may ask for proof of ownership, value, condition before the move, and evidence of packing or handling instructions. Failure to report damage in a timely way may affect the ability to investigate the claim, though this will not reduce any rights that cannot lawfully be limited.
The provider may inspect the item, request further information, or seek to repair or replace the item where that is appropriate and lawful. Any settlement may take into account depreciation, pre-existing wear, age, and the condition of the goods before transport. Customers should not assume full replacement value unless this has been specifically agreed in writing. In the event of a complaint about service quality, timing, conduct, or billing, the customer should raise the matter with the provider directly so that it can be reviewed fairly and resolved where possible.
Any communication made during a complaint or claim process should be accurate and complete. The provider may decline claims that are unsupported, exaggerated, or inconsistent with the facts. The parties should act in good faith and try to resolve issues without unnecessary delay. Where a dispute cannot be settled informally, the matter may be addressed under the governing law and jurisdiction set out below. These terms do not prevent either party from seeking advice, using mediation, or taking any other lawful step available to them.
General Terms and Governing Law
If any provision of these Terms and Conditions is found invalid, unlawful, or unenforceable, that provision will be treated as removed to the minimum extent necessary, and the rest will continue in force. A failure to enforce any term on one occasion does not mean it has been waived for the future. Any variation to these terms must be agreed in writing by Man And Van Pimlico, unless a change is required by law. The provider may update these terms from time to time, but the version in force at the time of booking will usually apply to that booking unless otherwise stated.
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction, except where consumer law provides otherwise. If a customer is based elsewhere in the United Kingdom, mandatory local consumer protections may still apply, but the governing law and forum for the service agreement will remain as stated unless a statute requires a different outcome. Customers are encouraged to review the full terms carefully before confirming any booking so that the responsibilities of both parties are clearly understood.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions for the service provided by Man and Van Pimlico. The agreement is intended to be practical, transparent, and fair, while allowing the provider to operate safely and efficiently. It also ensures that expectations are clear about pricing, service scope, cancellations, liability, and lawful waste management. If the customer does not agree with any part of these terms, they should not proceed with the booking.