Man And Van Lissongrove Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Man And Van Lissongrove provides moving, transport, loading, unloading, collection, delivery, and related van services to customers in the UK. By making a booking, requesting a quote, or allowing work to begin, the customer agrees to these terms. They are intended to create a clear, fair, and practical framework for both parties. For the avoidance of doubt, these terms apply to domestic and commercial jobs unless otherwise agreed in writing. They should be read carefully before confirming any service.
Throughout this document, references to the company, we, us, or our mean Man And Van Lissongrove, and references to you or the customer mean the person or business booking the service. These terms govern standard man and van services, including single-item transport, multi-item removals, local deliveries, and similar assignments. Any special arrangements, if accepted, will only be binding if confirmed in writing. No variation shall apply unless expressly agreed.
We aim to provide a professional man and van service with reasonable care, suitable equipment, and trained personnel where required. However, the customer remains responsible for providing accurate information about access, item size, weight, fragility, parking restrictions, and any special handling needs. If the details supplied are incomplete or incorrect, the company may revise the quote, alter the schedule, or refuse part or all of the job. These terms are designed to protect both parties and to support safe, efficient service delivery.
Booking process. A booking is only confirmed once the customer has accepted the quotation, provided all necessary information, and received confirmation from the company. Quotes may be based on an hourly rate, fixed price, or a combination of both, depending on the nature of the job. Estimates are given in good faith but may change if the scope of work differs from what was described. The customer must disclose any items requiring special handling, such as heavy furniture, pianos, appliances, bulky waste, or restricted-access items.
When booking Man And Van Lissongrove, the customer must ensure that the date, time, pickup location, delivery point, and any parking or access requirements are accurate. Any delay caused by missing information, restricted access, incorrect addresses, or unavailable parking may affect the price and completion time. The company may use subcontracted or additional personnel where necessary to complete the service safely and efficiently. The customer must also confirm that they have authority to arrange the collection or delivery of the items concerned.
The company reserves the right to decline a booking if the requested service is unsafe, unlawful, impractical, or outside the scope of its operations. This includes, without limitation, situations involving dangerous goods, prohibited waste, excessive weight, or unreasonable access conditions. The customer must cooperate with reasonable requests relating to building rules, loading restrictions, or timed access arrangements. If any part of the booking is changed after confirmation, the company may amend the price, timing, and service conditions accordingly.
Payments. Unless otherwise agreed, payment is due upon completion of the service and before unloading concludes or as otherwise specified on the invoice. The company may request a deposit, part payment, or full advance payment for certain bookings, especially for larger jobs, peak periods, or work requiring specific scheduling. Accepted payment methods will be communicated at the point of booking or invoicing. Any bank charges, transfer delays, or failed payment costs are the responsibility of the customer.
All prices are quoted in pounds sterling and may be subject to VAT where applicable. If the job extends beyond the original estimate because of waiting time, extra loading, changes in route, additional items, or delays outside the company’s control, extra charges may apply. These charges will be calculated fairly and in line with the quoted basis of work. The customer agrees to pay for any reasonable additional services requested on the day, including dismantling, wrapping, carrying items over unusual distances, or returning later to complete the job.
If payment is not made on time, the company may charge interest and recovery costs to the extent permitted by law. Title to any goods carried does not transfer to the company, but the company may retain possession of goods where lawful and appropriate until outstanding sums are settled, subject to any legal restrictions. Discounts, promotional prices, or special rates are offered at our discretion and may be withdrawn or amended without notice for future bookings. Prices already confirmed will remain binding unless the booking details change materially.
Cancellations and rescheduling. The customer may cancel or reschedule a booking by giving notice as early as possible. If a cancellation is made within a reasonable period before the scheduled time, any prepaid amount may be refunded less any non-recoverable costs or administrative fees, where applicable. If a vehicle, driver, or team has already been allocated and work has commenced in preparation, the company may retain part or all of the payment to cover wasted time and expenses. The exact charge will reflect the circumstances of the booking.
If the customer is not available at the agreed time, or if access is not possible because keys, permits, lift access, parking, or permissions have not been arranged, this may be treated as a late cancellation or failed attendance. In such cases, the company may charge a call-out fee, waiting time, or the full agreed fee depending on the circumstances. The company may also reschedule where delays are caused by traffic, weather, mechanical issues, or events outside its reasonable control. Where possible, alternative timing will be offered.
The company may cancel or suspend a booking if it becomes aware of a risk to safety, property, lawfulness, or staff welfare, or if the customer breaches these terms. In such cases, the company will aim to give notice and, where fair, offer an alternative date or a refund for unperformed services after deducting unavoidable costs. Man And Van Lissongrove is not responsible for losses arising from cancellation where the reason is lawful, reasonable, and outside the company’s control.
Liability. The company will exercise reasonable care and skill when carrying out services. However, liability is limited to direct loss or damage caused by proven negligence of the company, its employees, or authorised contractors. The company is not liable for indirect, special, or consequential loss, including loss of profit, loss of business, loss of opportunity, or emotional distress, to the extent permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
The customer must ensure that items are suitably packed, protected, and labelled unless the company has expressly agreed to pack them. Fragile, valuable, antique, or sentimental goods are carried at the customer’s risk unless otherwise agreed in writing. The company is not responsible for pre-existing damage, concealed defects, poor assembly, insecure packaging, or damage caused by items shifting because of their own weight or condition. If the customer requests that items be moved in a particular way against advice, this is at the customer’s risk.
The customer must also take reasonable steps to protect floors, walls, doors, and fixtures in both pickup and delivery premises, especially where access is narrow or conditions are challenging. The company may refuse to move items that are unsafe to carry, unreasonably heavy, unstable, or likely to cause damage. Where the customer has not declared stairs, lack of lift access, or other access barriers, the company may adjust charges or suspend the work until proper arrangements are made. Any claim for damage must be notified promptly and supported by evidence.
Waste regulations. Where the service includes removal, collection, disposal, or transportation of waste, the customer must ensure that the waste is accurately described and legally suitable for collection. The company will only transport waste in compliance with applicable UK waste legislation, licensing requirements, duty of care obligations, and relevant environmental rules. We do not accept responsibility for classifying waste supplied by the customer unless we have agreed to inspect and classify it ourselves. The customer remains responsible for truthful disclosure of waste contents.
It is the customer’s responsibility to confirm that the waste is not hazardous, illegal, contaminated, explosive, toxic, or otherwise prohibited unless the company has expressly agreed and is legally permitted to handle it. Examples of restricted items may include chemicals, asbestos, pressurised containers, clinical waste, and electrical waste requiring special disposal treatment. If prohibited waste is presented, the company may refuse collection, charge a wasted journey fee, or require the customer to remove the item at once. The customer will be responsible for any fines, penalties, or clean-up costs arising from undeclared waste.
The company may provide transfer notes, receipts, or other documents where required by law or by the nature of the job. If waste is removed as part of a man and van assignment, the customer must retain any necessary records relating to origin, type, and transfer of waste. The company reserves the right to decline waste jobs that cannot be lawfully completed. All waste handling will be carried out with due regard to the environment, safety, and the legal duty to prevent unlawful dumping or misdescription. Customers must not ask the company to dispose of waste unlawfully or in a misleading manner.
Force majeure, complaints, and general provisions. The company shall not be in breach of these terms if delayed or prevented from performing its obligations by events outside its reasonable control, including severe weather, road closures, accidents, strikes, vehicle breakdown, fire, flood, public health restrictions, or other unforeseen incidents. In such cases, the company will take reasonable steps to minimise disruption and resume work as soon as practicable. If performance becomes impossible, the company may cancel the booking without liability beyond any refund due for unperformed services, subject to reasonable deductions.
Any complaint about service quality, timing, handling, or billing should be raised promptly so that the matter can be reviewed fairly. The customer should provide relevant details, including the date of service, the nature of the issue, and supporting information. The company will consider complaints in good faith and may offer a correction, partial refund, or other reasonable remedy where appropriate. Nothing in this section affects the customer’s statutory rights under UK law. Any waiver by the company must be in writing and shall apply only to the specific matter stated.
Governing law. These terms and any dispute or claim arising from 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, unless mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force. These Terms and Conditions form the entire agreement between the customer and Man And Van Lissongrove regarding the services described, subject to any written variation agreed by both parties.