These terms and conditions govern the provision of man and van Hackney services supplied by Man And A Van Hackney and set out the basis on which bookings are accepted, services are delivered, payments are made, and responsibilities are allocated. By requesting a quotation, making a booking, or allowing the service to commence, the customer agrees to be bound by these terms. These conditions are designed to create a clear, fair, and practical framework for both residential and commercial removals, transport-only jobs, item delivery, loading assistance, and related moving services.

1. Application of Terms
These terms apply to all work carried out by Hackney man and van operatives, whether the service is booked for a single item, part-load move, multi-item relocation, or collection and delivery. Any written estimate, booking confirmation, or invoice forms part of the agreement, but these terms take priority unless expressly agreed otherwise in writing. The customer should read these terms carefully before confirming a booking, as they contain important information about service scope, limitations, liabilities, and cancellation rights.

2. Definitions
In these terms, “we”, “us”, and “our” refer to the service provider; “customer”, “you”, and “your” refer to the person or business booking the service; “goods” means items to be moved, delivered, loaded, unloaded, or disposed of; and “job” means the booked service requested by the customer. References to a man and van in Hackney are used broadly and do not create any promise of a particular vehicle type unless stated in the booking confirmation. Any additional work outside the agreed job may be treated as a new instruction and charged accordingly.

3. Booking Process
Bookings may be made by providing job details, preferred dates and times, collection and delivery addresses, access information, inventory estimates, and any special handling requirements. A booking is only confirmed when we have accepted the request and, where applicable, received a deposit or advance payment. All estimates are based on the information supplied at the time of booking. If details change before the job starts, we may revise the quotation, the vehicle allocation, the staffing level, or the schedule. The customer is responsible for ensuring that all information is accurate and complete.

4. Estimates and Pricing
Quotes for man and van services are normally based on one or more of the following: distance, time, vehicle size, number of operatives, waiting time, loading conditions, parking access, stairs or lift availability, item weight, and special handling needs. Unless expressly stated, estimates are not fixed-price contracts and may vary if the job differs from the description provided. For example, if there are additional items, longer waiting periods, difficult access, or route changes, extra charges may apply. Where a fixed price has been agreed in writing, it applies only to the precise scope described in the booking confirmation.

5. Customer Responsibilities Before the Move
The customer must ensure that goods are ready for collection at the agreed time and location, that all necessary permissions have been obtained, and that any fragile, valuable, or hazardous items are identified in advance. Customers should pack items securely and remove loose parts, detachable accessories, and personal data from devices where appropriate. A Hackney man and van job may require the customer to be present or to nominate an authorised representative. If the customer is absent and access cannot be gained, waiting fees, redelivery charges, or cancellation charges may apply.

6. Changes to the Booking
If you need to change the date, time, addresses, inventory, or service type, you must notify us as soon as possible. We will try to accommodate reasonable changes, but availability cannot be guaranteed. Changes may alter the price, especially where they affect vehicle size, crew requirements, travel time, or labour duration. If the change materially affects the job, we may treat it as a new booking. We reserve the right to refuse changes that would create safety concerns, breach legal requirements, or exceed the capacity of the vehicle or crew.

7. Payments
Payment terms will be stated in the quote or invoice. Unless agreed otherwise, payment is due on completion of the job, before unloading is completed, or in advance for certain services. We may accept bank transfer, card payment, cash, or other methods stated at the time of booking. Any deposit paid is non-refundable except where required by law or where we cancel the booking without cause. If payment is not made when due, we may charge interest and recovery costs to the extent permitted by law. Title to any goods is not transferred by the provision of transport services, and payment must not be withheld without valid reason.

8. Waiting Time, Access, and Parking
Our pricing may include a reasonable allowance for loading and unloading, but additional waiting time may be charged if the property, lift, loading bay, or parking arrangements are not ready when we arrive. The customer is responsible for ensuring suitable access and for obtaining any required permits, suspension of parking bays, or permission to use loading areas. If access restrictions delay the job, we may charge for idle time, additional distance, or an aborted visit. Where parking penalties or congestion-related charges arise because of the customer’s instructions or inaccurate information, the customer may be responsible for those costs.

9. Cancellations and Postponements
If you wish to cancel or postpone a booking, you should notify us as early as possible. Cancellation charges may apply depending on how much notice is provided, whether a vehicle or crew has been allocated, and whether work has already begun. For example, short-notice cancellations may incur a fee to cover reserved time, fuel, and staffing costs. If we arrive at the agreed time and cannot complete the job because you are not present, because access is unavailable, or because the goods are not ready, the job may be treated as cancelled by the customer and charged accordingly. If we must cancel due to vehicle breakdown, severe weather, staff illness, or other unforeseen circumstances, we will try to rearrange the service.

10. Consumer Rights and Service Standard
We will provide the service with reasonable care and skill, in accordance with the Consumer Rights Act 2015 and other applicable UK law. If we make a mistake or fail to deliver the service as agreed, you should inform us within a reasonable time so that we can investigate and, where appropriate, put matters right. This may include re-performance, partial refund, or another fair remedy. Nothing in these terms limits your statutory rights where the law does not allow such limitation. However, remedies may be reduced where the issue arose from inaccurate information supplied by the customer or from circumstances outside our control.

11. Liability for Goods
We will take reasonable care when handling your items, but liability is limited in accordance with these terms and applicable law. Customers should protect themselves by arranging suitable insurance for valuable, fragile, or irreplaceable goods. Unless we have expressly agreed to do so, we do not provide specialist packing, valuation, or insurance cover beyond any policy we may maintain. We are not responsible for pre-existing damage, items packed by the customer, hidden defects, inherent fragility, or deterioration caused by age, weather, or normal movement in transit. Where loss or damage occurs because of our negligence, our liability may be limited to the lower of the repair cost, replacement value, or a reasonable amount related to the job price, subject to legal limits.

12. Excluded Items and Hazardous Goods
Certain items may not be carried unless we have agreed in writing and the transport is lawful, safe, and properly documented. These may include hazardous substances, explosives, illegal goods, live animals, unsealed liquids, perishable items requiring special temperature control, and items that exceed safe lifting or transport limits. The customer must tell us in advance about anything that could pose a risk to people, vehicles, or other property. If prohibited or undeclared items are presented for transport, we may refuse to carry them, and the customer may still be charged for the booked time or an aborted job.

13. Waste, Recycling, and Environmental Compliance
If the service includes disposal, collection for waste transfer, or removal of unwanted items, the customer agrees that all waste regulations must be followed. We will only remove items that can be lawfully collected, transported, and disposed of under applicable UK waste legislation, including duty of care requirements. The customer must not use the service to dispose of controlled waste, hazardous waste, electrical waste, or materials requiring special handling unless this has been clearly arranged in advance and all legal steps are completed. We may ask for details of the waste type, origin, and destination. If items are presented as waste but contain personal property, confidential information, or restricted materials, you remain responsible for ensuring lawful disposal. Any landfill tax, recycling charge, disposal fee, or transfer note requirement may be passed on where applicable.

14. Unlawful or Misleading Instructions
We reserve the right to refuse any instruction that would involve unlawful conduct, unsafe loading, excessive weight, breach of road traffic laws, improper disposal, or misleading declarations. A man and van service in Hackney must comply with all applicable transport and waste obligations, and we will not be required to carry out work that would place us in breach of those obligations. If we decline a task for legal or safety reasons, you may still be liable for reasonable time, travel, or cancellation costs already incurred.

15. Delays, Force Majeure, and Unforeseen Events
We are not liable for delays or failure to perform caused by events beyond our reasonable control, including traffic disruption, road closures, severe weather, accidents, strikes, acts of government, public emergencies, or equipment failure not caused by negligence. Where such events occur, we will use reasonable efforts to complete the work or arrange an alternative date. If a delay materially affects the job, the parties may agree a revised schedule or a fair adjustment. Nothing in this clause excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

16. Damage, Claims, and Notification
If you believe goods have been lost or damaged during the service, you must notify us as soon as reasonably possible and provide supporting information, including photographs where available. We may require the damaged item to be retained for inspection. Claims made late may be harder to verify and may be rejected if the delay has prejudiced our ability to investigate. Where compensation is due, we may choose to repair, replace, or pay a reasonable monetary value. The customer must take reasonable steps to minimise loss after any incident.

17. Indemnity
You agree to indemnify us against losses, penalties, claims, and expenses arising from inaccurate information supplied by you, unlawful instructions, improper packaging, undeclared hazardous items, failure to obtain permits, or breach of these terms by you or your representatives. This clause does not apply where the loss is caused by our own negligence or breach of contract. It is intended to ensure that each party bears responsibility for the risks they control.

18. Subcontracting and Personnel
We may use employed staff or subcontractors to perform all or part of the service. Any person acting on our behalf is required to act professionally and with reasonable care. We may replace personnel or vehicles when necessary for operational, safety, or legal reasons. A man and van Hackney arrangement may therefore involve different crew members than originally anticipated, provided the service standard is maintained.

19. Complaints and Resolution
If you are dissatisfied, you should raise the issue promptly so that we can attempt to resolve it in a fair and practical way. We may request a written description of the issue, supporting evidence, and details of any remedial action already taken. We aim to deal with complaints proportionately and in good faith. Informal resolution is encouraged before any formal legal step is taken.

20. Governing Law and Jurisdiction
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where another court is required by applicable consumer law. If any part of these terms is found invalid or unenforceable, the remainder will continue in effect. No failure or delay in enforcing a right shall operate as a waiver of that right. These terms are intended to be interpreted reasonably and consistently with applicable UK legislation, including consumer protection, contract, and waste management laws.