Man With Van Shacklewell Terms and Conditions
These Terms and Conditions set out the basis on which Man With Van Shacklewell provides moving, transport, collection, and related services to customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to be fair, practical, and clear for both parties. In these terms, references to “we,” “us,” and “our” mean the service provider, and references to “you” and “your” mean the customer, including any person acting on behalf of the customer. These terms apply to domestic, commercial, single-item, and multi-item jobs unless a separate written agreement states otherwise.
Our service is designed to support removals and transport work of varying sizes, including local and long-distance assignments, subject to vehicle availability, access conditions, legal requirements, and the information provided at the time of booking. The customer is responsible for giving accurate and complete details about the goods, premises, and delivery arrangements. If the information provided is incomplete, inaccurate, or changes before the scheduled date, we may revise the quote, the vehicle type, the labour allocation, or the timing of the service.
A booking with Man With Van Shacklewell is only confirmed once we have accepted the job and, where applicable, received any required deposit or written acceptance of the quotation. Quotes may be based on estimated labour time, mileage, parking conditions, item volume, and any extra services requested. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or revised if circumstances change. Any verbal estimate is provided in good faith but does not override the final written booking details.
The booking process begins when you request a quote and provide the relevant job details, including collection and delivery addresses, access restrictions, floor levels, lifts, parking information, item descriptions, and any special handling needs. We may ask for photographs or further information to assess the work accurately. Once a quotation is issued, you should check it carefully and notify us promptly of any errors or omissions. If you confirm the booking, you agree that the service will be provided in line with the details supplied and these terms. Where the customer changes the booking after confirmation, we may need to update the price or timing to reflect the revised scope.
We reserve the right to decline or cancel a booking if the job involves unsafe loading conditions, unlawful transport, prohibited goods, misinformation, or access that is materially different from what was described. If a crew arrives and cannot safely or lawfully complete the work because the customer has not disclosed key facts, any waiting time, attempted attendance, or return visit may be charged. It is the customer’s responsibility to ensure that the site is ready for loading or unloading at the agreed time and that any required permissions have been obtained in advance.
For bookings involving multiple items or complex moves, the customer must ensure that goods are properly packed, labelled where needed, and ready for handling. We may refuse to move items that are loose, leaking, inadequately packaged, or likely to damage other goods or property. Although we take reasonable care, the customer acknowledges that transport work can involve normal movement, shifting, and handling risks. We therefore encourage suitable packing and insurance cover for items of high value, sentimental importance, or fragility.
Payment terms will be stated on the quotation or invoice. Unless otherwise agreed in writing, payment is due on completion of the service or, for certain jobs, in advance or as a deposit before the work begins. We may accept bank transfer, card payment, cash, or other methods that are specifically agreed. Any deposit paid secures the booking and may be non-refundable where the customer cancels outside the permitted cancellation window or fails to provide the agreed access, documents, or attendance required for the job.
If the job duration exceeds the estimate due to factors outside our control, including delays caused by the customer, traffic restrictions, parking issues, waiting for access, or additional items not declared in advance, we may charge for the extra time or additional resource used. Likewise, if the customer requests extra work on the day, such as dismantling, packing, carrying items to different rooms, or an extra stop, this may incur an additional fee. All charges are calculated reasonably and may be subject to applicable VAT where required by law.
If payment is not made when due, we may suspend the service, withhold delivery, or charge reasonable costs associated with recovery of the outstanding amount, to the extent permitted by law. The customer remains responsible for all sums owed, including any agreed deposit, outstanding balance, waiting charges, and legitimate extras. We may also refuse future bookings where prior invoices remain unpaid. Nothing in these terms affects any rights you may have under consumer law where payment disputes arise from a genuine service issue.
Cancellations and changes must be made as soon as possible. If you cancel a booking with sufficient notice, no further charge may apply, depending on the circumstances and any specific booking conditions previously agreed. However, if you cancel close to the scheduled date, after the crew has been allocated, or after work has commenced, we may retain the deposit and/or charge a reasonable cancellation fee to cover lost time, administration, and committed resources. For same-day or short-notice work, the cancellation charge may reflect the limited opportunity to reallocate the vehicle and crew.
If we need to cancel or reschedule due to circumstances beyond our reasonable control, including vehicle breakdown, severe weather, road closures, safety concerns, staff illness, or legal restrictions, we will try to offer an alternative date or suitable arrangement. We are not responsible for losses that arise solely because a job is delayed or rescheduled for reasons outside our control, provided we have acted reasonably. Where a booking cannot proceed because of issues created by the customer, such as lack of access, absent keys, incorrect addresses, or failure to prepare the goods, we may treat this as a customer cancellation.
Where a booking is changed, the revised arrangement will replace the original one once agreed by both sides. If a new date is offered, the original availability cannot be guaranteed. Customers should also note that any time-sensitive arrangements, such as building access windows or collection deadlines, remain the customer’s responsibility unless we have expressly agreed in writing to meet a specific timing requirement. We do our best to be punctual, but arrival times are estimates rather than guarantees unless expressly stated otherwise.
Our liability is limited to the extent permitted by UK law. We will take reasonable care when handling your goods and when carrying out the service, but we are not liable for losses caused by inaccurate information, inadequate packaging, inherent defects in items, normal wear and tear, or circumstances outside our control. The customer should remove or secure loose parts, empty fuel or fluid containers where appropriate, and disclose any fragile, hazardous, or high-value items before the job starts. Unless agreed in writing, we do not accept responsibility for disassembly or reassembly errors caused by pre-existing defects or poor-quality fittings.
We will not be liable for indirect or consequential losses, such as loss of profit, business interruption, missed appointments, or emotional distress, except where such exclusion is prohibited 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. If we are found liable for damage to goods or property, our obligation may be limited to repair, replacement, or the reasonable value of the damaged item, depending on the circumstances and evidence available.
The customer must ensure that adequate insurance is in place for the goods being moved if their value exceeds the level of cover provided by any policy they hold or that may be available through the service. We may ask the customer to declare high-value items in advance. Where the customer chooses to transport valuables without notifying us, or where items are packed by the customer and hidden damage exists, our liability may be restricted. Claims should be reported promptly and supported by photographs, receipts, or other evidence where reasonably available.
Waste removal, disposal, and recycling services are only provided in accordance with applicable waste regulations. The customer must not request the transport or disposal of unlawful waste, hazardous substances, batteries, chemicals, asbestos, medical waste, or other controlled materials unless we have expressly confirmed that we are authorised and equipped to handle them. The customer is responsible for declaring the nature of any waste in advance so that we can determine whether the item can be legally transported, recycled, reused, or disposed of through an appropriate facility.
Where we collect waste or unwanted items as part of a removal, the customer acknowledges that we may need to separate materials for recycling, reuse, or lawful disposal. We will act in line with applicable environmental and duty-of-care requirements and may require the customer to complete information needed for compliance. If the customer presents items that are contaminated, mixed with prohibited substances, or otherwise non-compliant, we may refuse collection or charge for the time and transport already committed. Any waste transfer arrangements must be lawful and accurately described.
The customer warrants that they have the right to dispose of the items handed over for removal and that none of the goods are stolen, subject to retention rights, or restricted by third-party ownership. If we reasonably suspect that a load contains prohibited or undeclared waste, we may stop the service, notify the relevant authorities where required, and charge any costs incurred in returning or isolating the load. The customer agrees to cooperate with any lawful checks necessary to ensure compliance with waste handling obligations and environmental rules.
Access, parking, and property conditions can materially affect the service. The customer must arrange suitable parking or loading space where needed and provide any permits, codes, keys, or permissions required to complete the job. If access is limited by narrow stairwells, no lift access, locked entrances, low ceilings, or similar obstacles not disclosed at the time of booking, we may adjust the service, request additional labour, or terminate the job if it cannot be completed safely. The customer should protect floors, walls, and vulnerable surfaces where appropriate and should advise us of any building rules that may apply.
We are not responsible for delays caused by third parties, including landlords, building managers, porters, security staff, or other occupiers, where those parties are outside our control. Any instruction given by the customer’s representative, family member, employee, or agent will be treated as authorised unless we are told otherwise. The customer remains liable for ensuring that anyone present at the collection or delivery point is authorised to give instructions and accept completion of the work. If items are left unattended after delivery at the customer’s request, this is done at the customer’s risk unless otherwise agreed.
These terms are governed by the laws of England and Wales, and any dispute arising from them or from the services provided by Man With Van Shacklewell will be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. We may update these terms from time to time to reflect legal, operational, or commercial changes, and the version in force at the time of your booking will apply unless a different written agreement has been made. By confirming a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions.