Dulwich Man and Van Terms and Conditions of Service
These Terms and Conditions set out the basis on which Dulwich Man and Van provides man and van, removal, delivery, and related services. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below.
Client means the person, firm, or organisation that requests and pays for the services.
We, us, and our mean Dulwich Man and Van.
Services means any man and van, removal, loading, unloading, transportation, delivery, packing, or associated services provided by us.
Goods means the items and property that you ask us to handle, transport, or store.
Work Location means any address or site at which we carry out the services, including collection and delivery points.
2. Scope of Services
We provide man and van and related removal services within our regular operating area and to and from other locations by agreement. The exact nature of the services to be provided, including the vehicle size, number of operatives, and estimated time, will be agreed at the time of booking.
Unless expressly agreed in writing, we do not provide professional disconnection or reconnection of appliances, dismantling or reassembling of complex furniture or fixtures, or specialist handling that requires certification or specialist equipment.
We reserve the right to refuse to transport any items that are unsafe, illegal, excessively heavy, inadequately packed, or likely to cause damage to our vehicle, personnel, or other goods.
3. Booking Process
3.1 All bookings must be made directly with us and are subject to availability and confirmation.
3.2 When making a booking, you must provide accurate and complete information, including:
Full collection and delivery addresses.
Details of parking and access at each Work Location, including any restrictions, stairs, narrow doors or corridors, and lift availability.
A clear description of the goods to be moved, including any large, heavy, fragile, or unusual items.
Preferred dates and times for the services.
3.3 Any quotation we provide is based on the information you have supplied. If the information given is incomplete or inaccurate, or if the circumstances at the Work Location differ from those described, we may adjust the price or, where necessary, decline or terminate the services.
3.4 A booking is only confirmed once we have accepted it and you have accepted any quotation provided and, where applicable, paid a required deposit.
4. Quotations and Pricing
4.1 Quotations may be given on a fixed price basis or on an hourly rate, as notified to you at the time of booking.
4.2 Unless otherwise stated in writing, quotations do not include:
Parking charges, tolls, congestion or clean air zone charges, or similar fees.
Disposal fees for waste or unwanted items.
Additional insurance cover beyond our standard liability.
4.3 Where work is charged by the hour, the chargeable time starts from the agreed arrival time or actual arrival time at the first Work Location, whichever is earlier, and ends when unloading at the final destination is complete and payment has been received.
4.4 We reserve the right to adjust our rates periodically. Changes will not affect bookings that have already been confirmed in writing.
5. Payments
5.1 Unless otherwise agreed in advance, payment is due in full on completion of the services on the same day.
5.2 We accept payment by the methods notified to you at the time of booking. Cash payments must be made directly to our driver or representative at the end of the job, before departure from the final Work Location.
5.3 For larger jobs or long-distance moves, a deposit or part payment may be required to secure the booking. Any required deposit amount will be communicated to you when you make your booking.
5.4 If payment is not made when due, we may:
Refuse to unload the goods until payment is received, where legally permissible.
Charge reasonable costs and interest on overdue amounts, in accordance with applicable law.
5.5 You are responsible for all applicable charges, including any additional services requested on the day and any parking or access related costs where these are incurred as a result of circumstances at the Work Location.
6. Cancellations and Changes
6.1 You may cancel or amend your booking by giving us reasonable notice.
6.2 If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refundable at our discretion, subject to any non-recoverable costs we have incurred.
6.3 If you cancel within 48 hours of the scheduled start time, we reserve the right to retain some or all of any deposit paid, or to charge a reasonable cancellation fee, to cover lost time and costs.
6.4 If you are not present at the agreed time and place, or if we are unable to start the services due to your failure to arrange access or comply with these terms, this may be treated as a cancellation and cancellation charges may apply.
6.5 We will use reasonable endeavours to accommodate changes to your booking, such as date, time, or scope of work, but this will be subject to availability and may affect the price.
6.6 In the unlikely event that we need to cancel or re-schedule your booking due to circumstances beyond our reasonable control, such as vehicle breakdown, severe weather, road closures, or staff illness, we will notify you as soon as possible and offer an alternative date or a refund of any deposit paid. We will not be liable for any consequential loss arising from such cancellation or delay.
7. Client Responsibilities
7.1 You are responsible for:
Ensuring that all goods are properly packed, protected, and ready to move, unless packing services have been expressly agreed.
Removing and securing any loose items inside furniture or appliances.
Ensuring that all appliances are safely disconnected and drained before moving.
Arranging adequate parking and access for our vehicle at all Work Locations, including obtaining any permits or permissions required.
7.2 You must be present, or ensure that a responsible representative is present, during loading and unloading to direct our team and check that the correct goods are moved. We are not responsible for items left behind if you or your representative fail to check the premises before departure.
7.3 You must not request our team to do anything that is unsafe, illegal, or likely to cause damage to property or personal injury. Our staff may decline to carry out any task that they consider to present such a risk.
8. Items Not Accepted for Transport
8.1 We do not accept the following items for transport or removal:
Explosives, weapons, ammunition, or other hazardous items.
Flammable or corrosive substances, including fuel, paint, chemicals, and gases.
Illegal goods or items obtained unlawfully.
Valuables including cash, jewellery, precious metals, important documents, or irreplaceable items, unless expressly agreed in writing.
Perishable items requiring temperature control.
8.2 If such items are moved without our knowledge, our liability for them is excluded to the fullest extent permitted by law.
9. Liability and Limitations
9.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods, or for damage to property, is subject to the limitations in this clause.
9.2 We are not liable for:
Normal wear and tear, or minor scuffs, scratches, or marks arising from careful handling.
Damage to items that were inadequately packed, already defective, or fragile and not reasonably suitable for moving.
Damage to the internal workings of electrical or mechanical items, unless there is clear evidence of external impact caused by our negligence.
Loss or damage resulting from your failure to protect or secure goods appropriately.
9.3 Where we are found liable for loss or damage to goods, our liability will, to the maximum extent permitted by law, be limited to the reasonable cost of repair or replacement of the damaged item, taking into account age, condition, and depreciation, and subject to an overall cap per job that reflects the nature and value of the goods declared by you at the time of booking.
9.4 We are not liable for any indirect or consequential losses, including loss of profit, loss of income, loss of use, or any loss arising from delay, except where such liability cannot be excluded under applicable law.
9.5 Any claim for loss or damage must be reported to us as soon as reasonably possible and in any event within 7 days of completion of the services. We may request evidence, such as photographs, receipts, or repair quotations, to assess the claim.
10. Access, Property Damage, and Parking
10.1 You must ensure that there is suitable and safe access at all Work Locations, including clear driveways, hallways, staircases, and lifts where applicable.
10.2 We are not responsible for damage that arises from moving goods through areas with restricted access where you have requested that we proceed despite the risk, including tight staircases, low ceilings, or narrow doorways.
10.3 You are responsible for any parking fines, clamping charges, or penalties incurred as a result of inadequate or illegal parking that was necessary to carry out the services where no lawful alternative was reasonably available and you did not provide suitable arrangements in advance.
11. Waste, Disposal, and Environmental Regulations
11.1 We comply with applicable waste and environmental regulations when removing and transporting items for disposal.
11.2 We are only able to remove waste and unwanted items that can be lawfully carried and disposed of under our existing arrangements. We may refuse to take any item that is prohibited, hazardous, or requires specialist disposal.
11.3 Where we agree to take items for disposal, any charges for waste transfer or disposal will be clearly indicated or will be included within the agreed price. You are responsible for ensuring that items presented for disposal do not contain hazardous materials or confidential information.
11.4 We will not be responsible for any consequences arising from your failure to disclose the nature or contents of items handed to us for removal or disposal.
12. Delays and Events Beyond Our Control
12.1 We will use reasonable efforts to arrive and complete the services within agreed timeframes, but timing is not guaranteed and may be affected by traffic conditions, road works, accidents, weather, or other unforeseen events.
12.2 We are not liable for delays caused by circumstances beyond our reasonable control. Where such delays occur, we will keep you informed and, where possible, agree alternative arrangements.
13. Insurance
13.1 We maintain appropriate insurance cover for our activities in accordance with industry practice and legal requirements.
13.2 Our standard liability is limited as set out in these Terms and Conditions. If you require additional insurance cover for high-value goods, you should arrange your own separate insurance or discuss additional cover options with us in advance of the booking.
14. Complaints
14.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our driver or representative at the time, so that we can seek to resolve it immediately where possible.
14.2 If the matter is not resolved, you should contact us as soon as reasonably possible after completion of the services with full details of your complaint. We will investigate and respond within a reasonable timeframe.
15. Variations and Entire Agreement
15.1 Any variation to these Terms and Conditions must be agreed in writing. Verbal assurances or arrangements that differ from these terms will only be binding if confirmed in writing by us.
15.2 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between you and us in relation to the services.
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 provided shall be governed by and construed in accordance with the laws of England and Wales.
16.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services.
By making a booking with Dulwich Man and Van, you confirm that you have read, understood, and agree to these Terms and Conditions.
