Man and Van Crystal Palace Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Crystal Palace provides removal and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 We, us, our means Man and Van Crystal Palace, the provider of man and van, removal and associated services.

1.2 You, your means the customer or person, firm or company requesting or receiving the services.

1.3 Services means any man and van, removal, transport, loading, unloading, packing, storage, or related services we agree to provide.

1.4 Goods means the items and personal property that you ask us to handle, move, transport, store or otherwise deal with in the course of providing the services.

1.5 Contract means the agreement between you and us for the supply of services, incorporating these Terms and Conditions, any written quotation, and any other written agreement we provide or accept.

1.6 Service area means the geographic locations in which we agree to provide man and van and removal services, as advised by us from time to time.

2. Scope of Services

2.1 We provide man and van and removal services for domestic and commercial customers within our general service area. Availability may vary depending on date, time, distance, access conditions and vehicle suitability.

2.2 Our services may include loading, unloading, transportation, and, if expressly agreed, packing or unpacking. Any additional services must be agreed in advance and may incur extra charges.

2.3 We reserve the right to refuse to move or handle any goods that, in our reasonable opinion, are unsafe, illegal, excessively heavy, inadequately packed, or could cause damage to property, vehicles, personnel, or other goods.

3. Booking Process

3.1 Bookings can only be made by an adult authorised to enter into a binding contract. By making a booking, you confirm that you are at least 18 years old and have authority to contract on behalf of any other persons involved.

3.2 When you request a quote, we may ask for details including addresses, access information, inventory or an estimate of goods to be moved, preferred dates, and any special requirements. The accuracy of this information is essential to provide an appropriate quote.

3.3 Any quotation we provide is based on the information you supply. If that information is incomplete or inaccurate, or if your requirements change, we may adjust the quotation or applicable charges accordingly.

3.4 A booking is only confirmed when we notify you that we accept your booking and, where required, when we receive any deposit or prepayment specified in the quotation or booking confirmation.

3.5 We reserve the right to decline or cancel any booking at our discretion, including where safety, access, or legal compliance cannot be reasonably ensured.

4. Service Charges and Payments

4.1 Our charges may be calculated on an hourly rate, a fixed price, or a combination of these methods, as specified in your quotation or booking confirmation.

4.2 Unless otherwise stated, our charges do not include parking fees, congestion or low emission zone charges, tolls, permits, or any other third-party fees. You are responsible for reimbursing such charges in addition to our quoted price.

4.3 You are responsible for arranging adequate parking and any necessary permits. Delays due to parking difficulties may be chargeable at our standard hourly rate.

4.4 Payment terms will be stated in your quotation or booking confirmation. Unless otherwise agreed in writing, payment is due either in advance or immediately upon completion of the services on the same day.

4.5 We may require a deposit to secure your booking. Deposits are non-refundable unless otherwise stated in these Terms and Conditions or required by law.

4.6 If payment is not made when due, we may charge interest on the overdue amount at the statutory rate applicable in England and Wales and may withhold performance of any further services until payment is received.

4.7 For commercial customers, credit arrangements may be offered at our discretion. Where granted, you agree to comply strictly with the agreed credit terms. Failure to do so may result in withdrawal of credit facilities and immediate payment of all outstanding sums.

5. Cancellations, Amendments and Delays

5.1 If you need to cancel or amend your booking, you must notify us as soon as reasonably possible. Cancellations and amendments are only effective when acknowledged by us.

5.2 We may apply cancellation charges depending on the notice you provide before the scheduled start time:

a If you cancel with more than 72 hours notice, any deposit may be refunded at our discretion, less any reasonable administrative costs.

b If you cancel with between 24 and 72 hours notice, we may retain part or all of your deposit or charge up to 50 percent of the estimated job value.

c If you cancel with less than 24 hours notice or fail to be available at the agreed time and location, we may charge up to 100 percent of the estimated job value.

5.3 If you request changes to the date, time, addresses, or size of the job, this will be subject to our availability. We may adjust the price to reflect any additional time, distance, labour, or vehicle requirements.

5.4 We will make reasonable efforts to arrive at the agreed time, but times are estimates only. We are not liable for delays caused by circumstances beyond our reasonable control, including traffic, accidents, adverse weather, vehicle breakdowns, road closures, or delays caused by you or third parties.

5.5 If we are delayed by more than a reasonable period, we will inform you where practicable and agree a revised time or date. Our liability for any resulting loss or inconvenience is limited as set out in these Terms and Conditions.

6. Your Responsibilities

6.1 You must ensure that we have safe and suitable access to the collection and delivery addresses, including clear pathways, safe stairways, and adequate parking close to the premises.

6.2 You are responsible for adequately packing and securing your goods unless we have expressly agreed to provide packing services. Fragile or valuable items must be appropriately protected.

6.3 You must remove or secure any fixtures, fittings, or equipment that could obstruct movement of goods, such as doors, windows, railings, or banisters, unless we have agreed to assist and it is safe and lawful to do so.

6.4 You must not ask us to move any goods that are prohibited, hazardous, illegal, perishable beyond normal household items, or that require specialist licences or equipment we have not agreed to provide.

6.5 You must check that all goods have been loaded before departure and unloaded on arrival. We are not responsible for items left behind at either property unless caused by our negligence.

6.6 You must not obstruct our personnel in performing the services safely and efficiently. Abusive, threatening, or unsafe behaviour may result in immediate termination of the services without refund.

7. Items Excluded from Liability

7.1 Unless we have specifically agreed in writing, we will not be liable for loss of or damage to:

a Cash, bank notes, credit cards, securities, jewellery, watches, precious metals or stones.

b Antiques, fine art, collections, or items of high individual value.

c Animals, plants, and perishable food or drink.

d Data, digital content, or software, including loss resulting from the need to reconstitute data on any device.

7.2 If you choose to include such items among the goods to be moved without notifying us and obtaining our written agreement, you do so entirely at your own risk.

8. Our Liability for Loss or Damage

8.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods or property arising from our negligence is subject to the limitations in this clause.

8.2 We are not liable for pre-existing defects, wear and tear, or damage to goods that are inadequately packed by you or a third party.

8.3 We are not responsible for damage caused by moving goods through areas with restricted access, such as narrow staircases or doorways, where you have requested that we proceed despite advice that damage is likely.

8.4 Our total liability for loss of or damage to goods, or for any other property damage, whether arising in contract, tort, or otherwise, is limited to a reasonable and proportionate amount having regard to the value of the goods moved and the price of the services, and in any event shall not exceed the level of cover provided by our applicable insurance from time to time.

8.5 We will not be liable for any indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the services.

8.6 You must inspect your goods and premises as soon as reasonably possible after completion of the services and notify us in writing of any loss or damage within 48 hours. We may not be able to consider claims made after this period, except where you can show that it was not reasonably possible to discover the loss or damage earlier.

9. Waste and Environmental Regulations

9.1 We are not a licensed waste carrier for general waste disposal unless expressly stated otherwise. We can only remove items as part of a removal or man and van service where such removal complies with applicable waste and environmental laws.

9.2 We will not remove hazardous or controlled waste, including but not limited to asbestos, chemicals, solvents, clinical waste, gas bottles, fuel, paint, or any materials classified as hazardous under applicable regulations.

9.3 Where we agree to remove unwanted items, they may be disposed of, donated, or recycled at our discretion, in accordance with applicable waste legislation and any relevant local authority requirements.

9.4 You confirm that any items you ask us to remove and dispose of are your property and that you have the legal right to authorise their removal and disposal.

9.5 Any fines, penalties, or costs arising from your failure to comply with waste, recycling, or environmental regulations will be your responsibility, except where caused by our own breach of law.

10. Insurance

10.1 We maintain insurance appropriate to a professional man and van and removal service provider. Details of cover can be provided on request.

10.2 Our insurance does not replace your own household, contents, or business insurance. You remain responsible for arranging any additional cover you consider necessary for your goods or premises.

11. Complaints and Dispute Resolution

11.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we can attempt to resolve it promptly.

11.2 Formal complaints should be submitted in writing, setting out full details of the issue, including dates, addresses, and any relevant evidence.

11.3 We will investigate complaints in good faith and aim to respond within a reasonable timeframe. Our response may include proposals for remedy or further investigation where necessary.

11.4 If a dispute cannot be resolved amicably, either party may seek to resolve the dispute through negotiation, mediation, or through the courts in accordance with the governing law clause.

12. Force Majeure

12.1 We are not liable for any failure or delay in performing our obligations under the contract where such failure or delay is caused by events beyond our reasonable control, including but not limited to extreme weather, natural disasters, acts of war or terrorism, strikes, lockouts, pandemics, government restrictions, or major disruptions to transport or utilities.

12.2 If an event of force majeure occurs, we will inform you as soon as reasonably practicable and may suspend or adjust the services. Either party may terminate the contract if the event continues for a prolonged period making performance impracticable.

13. Data Protection and Privacy

13.1 We will handle any personal information you provide in connection with the services in accordance with applicable data protection laws in the United Kingdom.

13.2 We will use your personal information to manage your booking, provide the services, process payments, and communicate with you about your use of our services.

13.3 We will not sell your personal data to third parties. We may share necessary information with our personnel, insurers, or professional advisers where reasonably required to deliver the services or comply with legal obligations.

14. Termination

14.1 We may terminate the contract immediately if you commit a serious breach of these Terms and Conditions, including but not limited to non-payment, unsafe conditions, abusive behaviour, or requests that would require us to act unlawfully.

14.2 Upon termination, you must pay for all services provided up to the date of termination and any applicable cancellation or call-out charges.

15. Variations to these Terms

15.1 We may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract unless we agree otherwise in writing.

15.2 Any variation to these Terms and Conditions requested by you is only effective if agreed by us in writing.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services, whether contractual or non-contractual.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court, that provision shall be severed from the remaining terms, which will continue to be valid and enforceable.

17.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

17.3 You may not assign or transfer your rights or obligations under the contract without our prior written consent. We may assign or subcontract our rights and obligations where necessary to deliver the services, provided that this does not materially reduce the standard of service you receive.

17.4 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any previous understandings, communications, or agreements.