Man And Van Swiss Cottage Terms and Conditions
These terms and conditions set out the basis on which Man And Van Swiss Cottage provides moving, delivery, transportation, and related services within the UK. By making a booking, the customer agrees that these terms apply to the service requested, whether the job involves a single item, part-load transport, household removals, furniture collection, office movement, or another agreed van service. These terms are designed to provide clarity on the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework governing the agreement.
For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person or business requesting the service. A booking may be made on behalf of the customer by an authorised representative, and in that case the person making the booking confirms they have authority to do so. The service is provided on the understanding that all information supplied by the customer is accurate, complete, and up to date.
All services are subject to availability and may be accepted or declined at our discretion. Where a booking is confirmed, the scope of work will normally be based on the information provided at the time of enquiry, including collection and delivery addresses, access conditions, item descriptions, and any special handling requirements. Any material change to those details may affect price, timing, vehicle size, staffing, or whether the service can be completed as planned.
Booking Process
Bookings may be requested by phone, email, online form, or any other method we may make available from time to time. A booking is only confirmed once we have accepted the job and, where required, received a deposit or advance payment. Until confirmation is issued, any quoted availability or price should be treated as indicative only. We may ask for photographs, item lists, floor access details, parking information, lift availability, or other relevant facts to assess the work accurately.When providing a quote, we may base it on hourly rates, fixed pricing, mileage, volume, labour time, access conditions, or a combination of these factors. Quotes are normally based on the information supplied by the customer and may be revised if the actual job differs from the description given. Examples include additional items, extra floors, long carries, waiting time, restricted access, special equipment requirements, or delays caused by the customer or a third party.
It is the customer’s responsibility to ensure that the inventory, service description, and timing instructions are correct. If the service is for removals or transport of goods, the customer should identify any items that are fragile, valuable, heavy, awkward, hazardous, or requiring disassembly. We reserve the right to refuse items that are unsafe to move, unlawful to transport, or likely to cause damage to property, people, or the vehicle.
Payments and Charges
Unless otherwise agreed in writing, payment is due on completion of the service on the day of the job. We may require a deposit, card pre-authorisation, or part payment in advance to secure the booking. Accepted payment methods may include bank transfer, debit card, credit card, or other methods advised at the time of booking. Where a payment is not received when due, we may suspend further work, withhold delivery, or recover reasonable collection costs where permitted by law.Any quote may exclude extras that were not foreseeable at the time of booking. These may include congestion, tolls, parking charges, permit fees, waiting time, stair carry supplements, dismantling and reassembly, disposal charges, or the cost of specialist equipment. If an additional charge becomes necessary, we will normally explain the reason before the work continues, although where urgent action is needed to protect people or property, immediate steps may be taken and charged fairly.
The customer must ensure payment is made by the person responsible for the booking unless we agree otherwise. If a business customer places a booking, the person signing or accepting the service confirms that they have authority to commit the business to payment. Any disputes about invoices should be raised promptly and in good faith, supported by relevant information. Failure to dispute an invoice promptly does not remove the obligation to pay undisputed sums.
Cancellations, Amendments, and Waiting Time
You may cancel or amend a booking by giving reasonable notice. Cancellations made sufficiently in advance may not attract a charge, but short-notice cancellations may be subject to a fee to cover reserved time, staffing, vehicle allocation, and administrative costs. If we arrive at the agreed time and the job cannot proceed because of customer delay, incomplete information, lack of access, or absence of required permissions, this may be treated as a late cancellation or wasted attendance.If a booking is postponed, we will try to offer a new time slot, but availability cannot be guaranteed. We may also cancel or postpone a booking if there are safety concerns, severe weather, road closures, vehicle breakdown, illness, staff shortage, or other circumstances outside our reasonable control. In such cases, our liability is limited to refunding any money paid for services not yet performed, unless otherwise required by law.
Waiting time caused by the customer, the customer’s representatives, or third parties may be charged at the applicable rate. This can include time spent waiting for keys, building access, parking clearance, lift access, or completion of paperwork. Where access restrictions or delays materially affect the planned schedule, we may need to re-sequence the work, use different equipment, or apply revised charges.
Liability and Damage
We will take reasonable care when handling items and carrying out the service. However, liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable skill and care. We are not liable for pre-existing damage, weak packaging, hidden defects, structural failure of buildings or fixtures, or damage arising from items being inadequately packed, dismantled, or secured by the customer.The customer should remove or secure loose contents, documents, keys, cash, jewellery, and other small valuables before the service begins. Unless expressly agreed in writing, we do not accept responsibility for high-value items, irreplaceable items, antiques, fine art, data, or items with special storage requirements. If such items are included in the load, they are carried only at the customer’s risk unless additional cover is specifically agreed.
Any claim for loss or damage must be notified as soon as reasonably possible and in any event within a reasonable period after completion of the service. The customer should provide photographs, a description of the issue, and any supporting evidence. We may inspect damaged items before repair or disposal. Our total liability for any claim, whether arising in contract, tort, or otherwise, shall not exceed the amount paid for the specific service giving rise to the claim, except where such limitation is prohibited by law.
Waste Regulations and Disposal Services
Where our service includes the collection, removal, or disposal of waste, the customer must ensure that the waste is accurately described and properly separated where required. We only accept waste for removal in compliance with applicable UK waste law, environmental rules, and local authority requirements. Waste may include household rubbish, furniture, packaging, green waste, or other agreed materials, but we do not accept hazardous, clinical, chemical, asbestos-containing, or otherwise restricted waste unless specifically licensed and agreed.The customer must not ask us to dispose of items that are illegal to transport or dispose of without the necessary permits, documentation, or specialist handling. If waste is incorrectly described, contaminated, or mixed with prohibited materials, we may refuse collection or charge additional costs for segregation, safe handling, and lawful disposal. The customer remains responsible for ensuring that any waste presented for removal is lawful to pass to us and that they have the right to authorise its disposal.
Where applicable, we may require confirmation of the waste type, origin, and destination, and may keep records needed to comply with duty of care obligations. Any waste transferred under the service may be managed in accordance with the Waste (England and Wales) Regulations 2011 and related legislation. The customer agrees not to request disposal methods that would breach environmental or safety rules.
Customer Responsibilities
The customer must provide safe and reasonable access to the collection and delivery points. This includes arranging parking where necessary, obtaining building permissions, reserving lifts if required, and ensuring that items can be moved without unreasonable obstruction. If access is unusually difficult, we may ask for additional labour, equipment, or time. The customer is also responsible for checking that items will fit through doors, corridors, stairways, lifts, and vehicles unless we have agreed to assess the route in advance.The customer should ensure that all items are appropriately packed and labelled. Delicate items should be protected with suitable materials, and furniture should be emptied of loose contents where needed. We may decline to move items that are inadequately packaged or that create a risk of damage. If the customer asks us to move items without disassembly, protection, or preparation, they accept the risks arising from that instruction unless we agree otherwise in writing.
By using the service, the customer confirms that they own the goods being moved or have authority from the owner to arrange the transport. The customer must not include stolen goods, illegal goods, dangerous goods, or items that require specialist permits unless these have been specifically agreed and lawfully authorised. Any false declaration may result in cancellation without refund and may be reported to the relevant authorities where required.
Service Standards and Delays
We aim to provide services with reasonable care, skill, and professionalism. Timings given for arrival or completion are estimates unless expressly stated otherwise. Traffic, road conditions, access issues, weather, loading complications, and other operational factors may cause delays. We are not responsible for delay caused by events beyond our reasonable control, provided we take reasonable steps to minimise disruption.If a delay occurs, we will ordinarily inform the customer as soon as practical. Where the service requires multiple stops, extended waiting, or complex handling, timings may vary throughout the day. The customer should keep any relevant parties informed, especially where access windows, landlord rules, concierge arrangements, or delivery slots are involved. We do not guarantee that a specific completion time will be met unless this is expressly agreed in writing as a contractual commitment.
Termination and Suspension
We may refuse, suspend, or terminate the service if the customer breaches these terms, provides inaccurate information, behaves abusively, requests unlawful conduct, or creates an unsafe working environment. If we terminate for such reasons, the customer may remain responsible for charges already incurred, including travel, waiting time, labour, and other reasonable costs. Where the work is completed only in part before termination, payment is due for the completed portion.Data, Notices, and General Provisions
Any information supplied for the purpose of booking and completing the service will be used to administer the contract, arrange the work, and handle payment or claims. We will handle personal information in accordance with applicable UK data protection law. Notices about cancellations, amendments, or claims should be made by a method that allows us to confirm receipt. If any provision of these terms is found unlawful or unenforceable, the remaining provisions will continue to apply.No failure or delay by us in exercising any right will operate as a waiver of that right. Any variation to these terms must be agreed in writing. These terms represent the entire agreement between the parties in relation to the service, unless specific written terms have been added for the particular booking. The customer should retain a copy of the terms for reference.