Dartford Man And Van Service Terms and Conditions
These terms and conditions set out the basis on which Dartford Man And Van provides moving, loading, unloading, transport, and related service arrangements for domestic and commercial customers. By making a booking, confirming a quotation, or allowing the team to begin work, the customer agrees to be bound by these terms. These terms are intended to be clear, fair, and consistent with applicable UK law.
The words “we”, “us”, and “our” refer to Dartford Man And Van, and “you” or “the customer” refers to the person, business, or organisation requesting the service. The service may include single-item moves, full or partial property moves, collections, deliveries, furniture transport, and similar man and van services. Any special requirements must be disclosed before the booking is confirmed.
These terms apply to all quotations and bookings unless we have agreed otherwise in writing. Any variation must be confirmed by us in writing to have effect. For avoidance of doubt, the service is not a storage service, unless specifically agreed, and we do not accept responsibility for items left unattended outside the agreed scope of work.
1. Booking process
Bookings may be requested by phone, email, online form, or any other method we make available from time to time. A booking request does not become binding until we have accepted it. We may ask for details such as the collection and delivery address, preferred date and time, access restrictions, floor level, parking arrangements, item descriptions, and whether any items require disassembly or special handling. The accuracy of this information is essential to the smooth provision of the man and van service.
Once the details have been reviewed, we may provide a quotation based on the information supplied. Quotations are usually based on the agreed scope of work, estimated time, number of vehicles or crew members required, waiting time expectations, and any additional services requested. If the actual job differs from the information provided, we may revise the quotation, apply extra charges, or decline to proceed if the change makes the service unsafe or impractical.
A booking is confirmed only when we have accepted the request and, where applicable, received any required deposit or advance payment. After confirmation, the customer should check the booking details carefully and notify us promptly of any errors. We reserve the right to refuse or cancel a booking where the service requested is unlawful, unsafe, exceeds vehicle capacity, or is otherwise unsuitable for our standard operational arrangements.
2. Payments and charges
Our charges may be calculated on a fixed-price basis, hourly basis, mileage basis, or another method set out in the quotation. Unless stated otherwise, all prices are exclusive of VAT if VAT is applicable. The customer is responsible for ensuring payment is made in full according to the agreed terms. We may require a deposit or part-payment before the service begins, particularly for larger jobs, peak periods, or jobs involving extended travel or specialist handling.
Payment methods accepted will be advised at the time of booking or invoicing. If payment is due on completion, it must be made immediately once the service has been provided unless we agree otherwise. We may suspend or refuse future services where payment is overdue. Any bank transfer must be completed using the correct payment reference and must clear in full. Card payments, cash payments, or other methods may be accepted at our discretion, but we are not obliged to accept every payment method for every booking.
Additional charges may apply where the customer requests extra work, where access is more difficult than described, where the waiting time exceeds a reasonable allowance, or where items are heavier, larger, or more numerous than stated. Charges may also arise from parking fees, congestion charges, tolls, permit costs, and similar direct expenses incurred in providing the service. We may charge for cancelled time slots, failed delivery attempts caused by the customer, or additional labour required because of inaccurate information.
3. Cancellations, postponements, and no-shows
Customers may cancel or postpone a booking by notifying us as early as possible. Cancellation rights depend on how much notice is given and on whether preparation work has already started. If a booking is cancelled with sufficient notice, we may refund all or part of any advance payment, less any reasonable administrative or preparatory costs already incurred. If the service has already begun, charges may be payable for time spent, travel undertaken, and materials or labour already allocated.
If a customer cancels at short notice, fails to provide access, is not present when required, or is unable to make the items available for collection, we may treat the booking as a late cancellation or a failed attendance. In such cases, we may charge a reasonable cancellation fee or the full agreed amount depending on the circumstances, the notice given, and any loss suffered by us. We will act reasonably and proportionately when applying such charges.
We may postpone or cancel a booking where circumstances beyond our control make performance impossible or unsafe. These circumstances may include severe weather, traffic disruption, vehicle breakdown, accident, staff illness, industrial action, legal restrictions, or property access issues. Where we cancel for reasons not caused by the customer, we will seek to rearrange the service or refund any sum paid for the cancelled element, subject to any work already completed.
4. Customer responsibilities
The customer must ensure that all items are ready for collection at the agreed time and that access routes, parking arrangements, and loading areas are suitable for the service. The customer must provide accurate descriptions of items, including whether they are fragile, valuable, overweight, dangerous, or requiring special handling. If items need to be dismantled, wrapped, protected, or packed, the customer should confirm whether this is included in the service or arranged separately. The customer must also ensure that any person acting on their behalf has authority to do so.
The customer is responsible for securing pets, removing personal data from devices where relevant, and ensuring that any items not intended for transport are separated from those being moved. We are not responsible for damage to items that are inadequately packed, improperly secured, or unsuitable for transport in their current condition. We may refuse to handle items that appear hazardous, illegal, excessively heavy, or likely to cause injury or damage.
5. Prohibited and restricted items
Unless expressly agreed in writing and lawfully permitted, we do not transport prohibited goods, hazardous waste, live animals, controlled substances, firearms, explosives, pressurised containers, or items that may contaminate other goods or pose a risk to people or property. The customer must disclose any item that could fall into a restricted category. If undisclosed restricted items are presented, we may refuse to carry them and may charge for wasted attendance or additional handling.
6. Liability and limitations
We will use reasonable care and skill in providing our Dartford man and van service. However, our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss arising from delay unless caused by our proven negligence and recoverable under applicable law.
Where we are responsible for loss or damage to items in our care, our liability may be limited to the lesser of the item’s reasonable replacement or repair cost and the value reasonably attributable to the item at the time of the service, unless a higher value has been declared and accepted in writing before the job begins. We are not liable for pre-existing damage, wear and tear, defective packaging, or damage caused by the customer’s instructions, acts, omissions, or failure to disclose relevant information.
Customers should consider arranging adequate insurance for goods of high value or sentimental importance. Any claim for loss or damage must be notified to us within a reasonable time and, where possible, before the goods are unpacked or moved onward. The customer must provide evidence reasonably required to assess the claim, including photographs, inventory details, and proof of value. We may inspect the items or request further information before accepting any liability.
7. Waste regulations and disposal
If the service includes removal, loading, or transport of unwanted items, the customer remains responsible for ensuring that any waste is described accurately and lawfully transferred. We will only handle waste in compliance with applicable UK waste regulations, including the requirement to prevent fly-tipping and to dispose of materials at authorised facilities where applicable. The customer must not ask us to dispose of waste illegally, and we may refuse any request that would breach environmental or licensing rules.
Waste may include furniture, packaging, household rubbish, office waste, scrap materials, and similar items. Certain materials may require special disposal arrangements, such as electrical items, mattresses, chemicals, paint, oils, batteries, fluorescent tubes, or items containing refrigerants. The customer must disclose any such materials in advance. If we agree to remove waste, we may apply separate charges based on weight, volume, type of waste, and disposal costs. Any misdescription of waste may result in additional fees or refusal of service.
Where waste transfer documentation, receipts, or records are required by law or for operational compliance, the customer agrees to provide the necessary information and to cooperate with reasonable requests. We may decline to transport items that appear to be waste but have not been properly described, sorted, or prepared. We also reserve the right to refuse items that could contaminate other loads or create environmental or health and safety risks.
8. Delays, access problems, and force majeure
We will aim to attend at the agreed time, but arrival times are estimates and may be affected by traffic, weather, operational issues, or delays on earlier jobs. We are not liable for delays that are outside our reasonable control. If access to the property is restricted because of parking limitations, narrow entrances, lifting restrictions, locked gates, or absence of required permissions, we may need to adjust the service, reschedule, or apply additional charges to cover the extra time and effort.
If performance is delayed or prevented by a force majeure event, including but not limited to fire, flood, pandemic restrictions, government action, civil unrest, severe weather, or failure of utilities or transport systems, neither party will be liable for the delay or failure to perform to the extent caused by that event. The affected party should notify the other as soon as reasonably practicable and take reasonable steps to reduce the impact.
9. Complaints and claims
Any complaint should be raised as soon as possible after the event giving rise to it. We will review complaints fairly and may request photographs, documents, or other relevant information. If a claim concerns damage, missing items, or service issues, the customer should not dispose of evidence or continue using the item before allowing us a reasonable opportunity to investigate. Any settlement offered will be made without admission of liability unless agreed otherwise.
We may resolve complaints by offering repair, replacement, partial refund, or another reasonable remedy depending on the facts. Nothing in this section affects the customer’s statutory rights. If a dispute cannot be resolved amicably, the parties may seek resolution through the courts or any alternative process agreed by both sides. The customer should act promptly, as unreasonable delay may affect the ability to investigate and remedy the issue.
10. Data, notices, and general provisions
We may process personal data as necessary to administer bookings, payments, communication, legal compliance, and service delivery. Any personal data will be handled in line with applicable data protection law and our privacy arrangements where applicable. Notices from the customer must be given through the communication method used for the booking unless we advise otherwise. A notice is deemed received when we have had a reasonable opportunity to review it.
If any part of these terms is found unenforceable, the remainder will continue in full force. No failure or delay in enforcing a right shall be treated as a waiver of that right. These terms constitute the entire agreement between the parties in relation to the service, subject to any written variation agreed by us. The customer may not assign the booking or transfer obligations without our prior consent.
11. Governing law and jurisdiction
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal provisions provide otherwise. If a customer is a consumer, nothing in these terms limits rights that cannot lawfully be excluded under UK consumer protection law.
By proceeding with a booking for our man and van service, the customer confirms that they have read, understood, and agreed to these terms and conditions. These terms are designed to support a reliable, lawful, and professional moving service while setting clear expectations for both parties. We may update these terms from time to time, and the version in force at the time of booking will apply unless otherwise agreed.