Man And Van Soho Terms and Conditions
These Terms and Conditions set out the basis on which Man And Van Soho provides moving, delivery, transport, and related labour services to customers in the United Kingdom. By making a booking, confirming a quotation, or asking us to carry out any service, you agree to be bound by these terms. Please read them carefully before proceeding. These terms are intended to be fair, clear, and consistent with UK consumer and commercial practice, while remaining applicable to a broad range of removals and transport jobs.
In these terms, references to “we”, “us”, and “our” mean the service provider operating under the Man and Van Soho name. References to “you” and “your” mean the customer, hirer, or person authorised to arrange the service. These terms apply whether the booking is made for a home move, office move, single-item transport, collection, delivery, or a similar man and van service.
If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects your statutory rights under applicable UK law. Where a written quotation, booking confirmation, or service note contains terms that differ from these terms, the specific written document will apply only to the extent of that difference and only if agreed by both parties.
Booking Process
1. Quotes and acceptance
All bookings begin with an enquiry and, where possible, a quotation. A quote may be provided based on details supplied by you, including the collection and delivery points, access conditions, estimated load size, number of items, parking restrictions, and any special handling requirements. Man And Van Soho may offer fixed-price quotes or time-based quotes, depending on the nature of the job. A quote is usually based on the information available at the time and may be revised if material details change.
To confirm a booking, you must accept the quotation and provide accurate information about the service required. We may ask for additional details before confirming availability. A booking is not binding until we have confirmed it in writing or by other clear communication. Confirmation may include a date, time window, estimated duration, price basis, and any conditions that apply to the service. Any special request, such as carrying items upstairs, dismantling furniture, or moving fragile goods, must be agreed in advance.
It is your responsibility to ensure that the information supplied at the time of booking is complete and correct. If you provide incomplete or misleading information, we may adjust the price, change the vehicle or crew allocation, amend the timing, or cancel the job where necessary. We are not responsible for delays or extra costs caused by inaccurate descriptions of the property, load, access route, parking, or the condition of the items being moved.
We reserve the right to refuse or cancel a booking where the job is unsafe, unlawful, outside our operational capacity, or likely to breach road safety, lifting safety, insurance, or waste regulations. The same applies where the customer asks us to transport prohibited goods or waste that cannot be handled lawfully. Any cancellation by us for these reasons will not create liability for indirect loss, provided we act reasonably and in good faith.
Payments
Payment terms will be agreed at the time of booking or in the quotation. Unless otherwise stated, payment is due on completion of the service. We may require a deposit, part payment, card pre-authorisation, or advance payment for larger jobs, short-notice bookings, evening work, long-distance transport, or services involving specialist handling. Payment methods accepted may include bank transfer, cash, or card, subject to prior agreement.
All prices are quoted in pounds sterling and may be subject to applicable taxes where relevant. If the job takes longer than expected, involves additional stops, requires extra staff, or includes charges for congestion, tolls, parking, waiting time, or access delays caused by the customer, additional sums may be payable. We will normally explain any added charge as soon as reasonably practicable.
If payment is not made when due, we may withhold delivery, decline further services, or charge reasonable late payment interest and recovery costs where permitted by law. You are responsible for ensuring that funds are available and that any card or transfer details are correct. Where a third party pays on your behalf, you remain responsible for payment unless we expressly agree otherwise in writing.
Cancellations and Changes
Cancellation requests should be made as early as possible. If you cancel a booking after confirmation, we may charge a cancellation fee that reflects the cost of reserving time, vehicle, labour, and scheduling capacity. The amount may depend on how much notice is given and whether costs have already been incurred. Where a deposit has been paid, it may be used to cover reasonable cancellation costs unless otherwise agreed.
For standard bookings, cancellation charges may increase as the scheduled time approaches. If cancellation occurs very close to the appointment, or if our team has already been dispatched, a substantial or full charge may apply. If you wish to rearrange the date or time, we will try to accommodate the request, but changes are subject to availability and may result in a revised price.
We may cancel or reschedule a booking due to circumstances beyond our reasonable control, including severe traffic disruption, vehicle breakdown, illness, adverse weather, road closures, or legal restrictions. In such cases, we will seek to offer an alternative time or date. We will not be liable for losses arising from unavoidable disruption, provided we take reasonable steps to minimise inconvenience. Nothing in these terms limits rights under UK consumer law where we fail to provide the service with reasonable care and skill.
Service Conditions and Customer Responsibilities
You must ensure that the pickup and delivery locations are accessible, safe, and suitable for the booked vehicle and crew. This includes arranging any required parking permissions, access codes, loading bay arrangements, or building approvals. If we are delayed because access is blocked, parking is unavailable, or instructions are unclear, waiting time or abortive journey charges may apply. If the service cannot be completed because access is impossible, the booking may still be charged in full or in part.
You are responsible for packing goods properly unless packing has been expressly included in the service. Fragile, valuable, or delicate items should be clearly identified. We are entitled to refuse to move items that are unsafe, unstable, leaking, improperly packed, or likely to cause injury or damage. Any item that requires specialist handling, refrigeration, security transport, or regulated carriage must be disclosed before the booking is confirmed.
When we assist with lifting, loading, or unloading, you must ensure that the load is described honestly and that there is sufficient labour time booked for the work. We may adjust the service if the actual volume or weight exceeds the agreed estimate. Additional items discovered on the day may be carried only if capacity allows and if extra charges are agreed. We are not obliged to transport items that were not declared in advance, especially where they alter the nature of the job.
Liability
We will perform our services with reasonable care and skill. If we damage property or lose items due to our negligence, we will assess the matter fairly and may offer repair, replacement, compensation, or another reasonable remedy, subject to the limits in these terms and any applicable insurance arrangements. You must notify us of any claim as soon as reasonably possible and, where practicable, before items are removed from the delivery location.
We are not liable for loss or damage caused by events outside our control, including but not limited to defective packaging, inherent weakness in items, pre-existing damage, poor access, acts of third parties, or customer instructions that create risk. We are also not responsible for sentimental value, indirect loss, business interruption, missed deadlines, loss of profit, or consequential damages, except where such exclusion is not permitted by law. Our total liability will not exceed the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required 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. If a claim relates to an item of exceptional value, you should arrange appropriate insurance before the job begins and tell us about the item in advance. We may decline to handle high-value goods unless suitable arrangements are in place.
Waste Regulations and Prohibited Items
Where a booking includes removal of waste, disposal, clearance, or collection of unwanted items, you must ensure that the waste is accurately described and lawfully presented for collection. We will only handle waste in a manner that complies with applicable UK waste legislation, environmental requirements, and carrier obligations. We may request proof of origin, item description, or supporting information to satisfy our compliance duties.
You must not ask us to move, dump, or dispose of waste illegally. It is your responsibility to ensure that any waste handed over is lawfully transferable and that you are entitled to request its removal. We may refuse any waste that appears hazardous, contaminated, restricted, or unsuitable for the booked vehicle and licence category. This includes, without limitation, asbestos, chemicals, oils, gas cylinders, medical waste, batteries, paints, solvents, and other regulated or dangerous materials unless specifically agreed and lawfully handled.
We may require a waste transfer note, declaration, or similar record where legally necessary. If waste is mixed with general removal goods, or if items are left behind without clear instructions, we may categorise them according to the information provided at the time of collection. Any fines, penalties, enforcement costs, or additional handling expenses caused by inaccurate waste descriptions or unlawful disposal instructions may be passed on to you to the extent permitted by law. If we suspect a breach of waste rules, we may refuse collection or report the matter to the appropriate authority where required.
Insurance, Property, and Access
We may maintain public liability and vehicle insurance, and where appropriate other business insurance, but such insurance does not replace your own cover for high-value possessions, buildings, contents, or business interruption. It is your responsibility to arrange insurance that reflects the value and nature of your goods. We do not insure goods merely by accepting a booking. Any insurance cover, if available, is subject to policy terms, exclusions, and claim procedures.
You confirm that you have authority to arrange the move or transport of the goods, to grant access to the premises involved, and to authorise us to load and unload the items in question. If a landlord, building manager, neighbour, or other third party later objects, that does not alter the validity of the booking unless the service has become impossible or unlawful. We are not liable for failure to complete a job because of missing keys, missing access details, or restrictions imposed by a third party that should have been disclosed in advance.
Delays, Waiting Time, and Completion
Any estimated arrival time or completion time is approximate unless expressly guaranteed in writing. Delays can occur due to traffic, weather, loading complications, or earlier jobs over-running. We will use reasonable efforts to meet agreed timings, but we do not promise a fixed schedule unless that has been specifically stated. If you are not ready when we arrive, waiting time may be charged. If the delay becomes excessive, we may leave and treat the booking as cancelled by you.
Completion of the service occurs when the agreed goods have been loaded, delivered, unloaded, or otherwise handled according to the booking description. Once the service is complete, you should inspect items promptly and raise any concerns without delay. Failure to do so may make it harder to investigate a claim. Acceptance of the completed service does not remove your statutory rights, but it may affect evidence relating to damage or missing items.
Data and Communications
We will use the information you provide to manage your booking, deliver the service, process payment, handle complaints, and comply with legal obligations. Communications may take place by phone, email, text, or other agreed method. You should ensure that your contact details are accurate and that you can receive booking updates. We may keep records of quotes, instructions, and service details for operational and legal purposes.
Governing Law and Jurisdiction
These Man and Van Soho Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms, the booking, or the services provided will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any dispute arises, both parties should first try to resolve it in good faith and in a practical manner before starting formal proceedings.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. These terms form the basis of the contract between you and Man And Van Soho and apply alongside any agreed quotation or written confirmation. If you need further clarification before booking, you should review the terms carefully and make sure the service details are correct before acceptance.