Man and Van Swiss Cottage Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Swiss Cottage provides man and van, removals, and related services. By making a booking, using our services, or allowing our team to handle your goods, you agree to be bound by these Terms and Conditions.

1. Definitions

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

1.1 Client, you or your means the person, business, or organisation that requests or receives services from Man and Van Swiss Cottage.

1.2 Company, we, us or our means the provider trading as Man and Van Swiss Cottage.

1.3 Services means man and van, removal, collection, delivery, packing, loading, unloading, and any related services we agree to provide.

1.4 Goods means all items, effects, furniture, equipment, and any other property that we are requested to move, handle, store, or transport.

1.5 Order or Booking means the confirmed agreement between you and us setting out the services to be provided, charges, date, time, and any special instructions.

2. Scope of Services

2.1 We provide man and van and removal services for household, student, and business customers, including loading, transportation, and unloading of goods.

2.2 We may also offer additional services such as packing, furniture disassembly and reassembly, and short-distance moves within our usual service area, subject to prior agreement.

2.3 Any services beyond those explicitly agreed in the booking, including additional stops, extra labour, or extended time, may incur extra charges in accordance with our current pricing structure.

2.4 We reserve the right to refuse to carry any goods which in our reasonable opinion are dangerous, illegal, unsafe, unsanitary, or which may cause damage to our vehicle, equipment, personnel, or other goods.

3. Booking Process

3.1 Bookings may be made through our online enquiry process or by direct arrangement with our team. A booking is only confirmed when we have provided written confirmation and, where applicable, when any required deposit has been received.

3.2 You are responsible for providing accurate and complete information at the time of booking, including collection and delivery addresses, access details, parking arrangements, number of floors, the presence of lifts, and a clear description of the goods and volume to be moved.

3.3 Our quotation is based on the information you provide. If on arrival we find that the actual work is significantly different in volume, access, distance, or complexity, we may revise the price or adapt the service. This may include additional charges for extra time, labour, or vehicle requirements.

3.4 Any estimated time of arrival or completion is given as a guide only. While we make reasonable efforts to adhere to agreed times, we cannot accept liability for delay due to traffic, weather, road closures, vehicle breakdown, or other circumstances beyond our reasonable control.

4. Quotations and Prices

4.1 Quotations are generally provided based on hourly rates, fixed-price jobs, or a combination of both, depending on the nature of the move.

4.2 Unless otherwise stated, quotations do not include parking fees, congestion or emission zone charges, tolls, customs duties, storage fees, packing materials, or disposal and waste charges. These will be added to your final invoice where applicable.

4.3 Quotations are valid for a limited period from the date issued. We reserve the right to amend or withdraw a quotation before a booking is confirmed.

4.4 Any changes to the date, time, or scope of the service requested by you may require a new quotation and may be subject to our cancellation policy.

5. Payments

5.1 Unless otherwise agreed in writing, payment is due on completion of the service on the same day. For larger moves or commercial clients, we may require a deposit or full prepayment.

5.2 We accept payment by commonly available methods, which will be confirmed at the time of booking. We do not accept payment by cheque unless specifically agreed in advance.

5.3 If a deposit is required, your booking will not be secured until the deposit has been received. Deposits are generally non-refundable except where we cancel the booking without offering a suitable alternative.

5.4 If payment is not made when due, we reserve the right to charge reasonable late payment fees and interest, and to suspend or terminate services until payment has been received in full.

5.5 For business and account customers, payment terms will be as agreed in writing. Failure to comply with agreed credit terms may result in withdrawal of credit facilities.

6. Cancellations and Changes

6.1 If you need to cancel or amend your booking, you must notify us as soon as possible.

6.2 Where you cancel with adequate notice before the scheduled start time, any cancellation fee will be as specified at the time of booking. Short-notice cancellations may incur a higher charge or loss of deposit, reflecting the reserved time and resources.

6.3 If we arrive at the collection address at the agreed time and are unable to carry out the work due to your failure to be present, inadequate access, unsafe conditions, or other issues within your control, this may be treated as a cancellation and charged accordingly.

6.4 We may cancel or postpone the service where we are prevented from performing it by circumstances beyond our reasonable control, including severe weather, accidents, road closures, civil disturbance, or vehicle failure. In such cases, we will seek to rearrange the booking or provide a refund of any deposit paid, but we will not be liable for any consequential loss.

7. Your Responsibilities

7.1 You are responsible for:

a. Ensuring that your goods are properly packed, labelled, and ready for transport, unless packing services have been agreed.

b. Arranging suitable parking and any necessary permits at both collection and delivery addresses. Any fines or penalties arising from inadequate parking arrangements may be charged to you.

c. Ensuring that there is safe and reasonable access to the property, including clear stairways, corridors, lifts, and entrances.

d. Being present or appointing a representative at both collection and delivery addresses to supervise the move, check items, and sign paperwork.

7.2 You must not ask our staff to undertake any work that is unsafe, illegal, or outside the scope of their training or responsibilities.

8. Goods Not Accepted or Carried at Owner Risk

8.1 We do not accept responsibility for the transport of prohibited or dangerous goods, including explosives, flammable substances, firearms, chemicals, or items of a hazardous nature.

8.2 Valuable items such as cash, jewellery, watches, precious metals, important documents, or irreplaceable items should not be included in the goods we handle. If you choose to include such items, they are carried entirely at your own risk.

8.3 Perishable, refrigerated, or living items, including plants and animals, are carried only by prior agreement and at your own risk.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill when providing our services. Our liability for loss or damage to goods is limited as set out in this section.

9.2 We are not liable for loss or damage where:

a. The goods were already damaged, defective, or not fit for transport.

b. Damage arises from normal wear and tear, inherent defects, or the nature of the goods.

c. The goods were inadequately packed by you or a third party.

d. Damage results from handling or moving goods that you have instructed us to move against our advice.

e. Damage occurs due to your failure to secure appliances, disconnect utilities, or protect delicate items.

9.3 Our liability for any single item or overall consignment may be limited to a reasonable sum proportionate to the service fee, unless otherwise agreed in writing or covered by any applicable insurance.

9.4 We will not be liable for indirect or consequential losses, including loss of profit, income, business, opportunity, or anticipated savings.

9.5 Any claim for loss or damage must be reported to us in writing as soon as reasonably practicable and in any event within a reasonable time after completion of the service, with sufficient detail to enable us to investigate.

10. Insurance

10.1 We maintain appropriate business and vehicle insurances required for the provision of removal and transport services. Details of cover are available on request.

10.2 You are encouraged to arrange your own additional insurance cover for high-value items or where you require a higher level of protection than that typically provided as standard.

11. Waste, Disposal and Environmental Regulations

11.1 We comply with relevant waste and environmental regulations. We are not a general rubbish clearance service and will only remove waste or unwanted items by prior arrangement and subject to additional charges.

11.2 Any disposal service we provide will be carried out at authorised facilities in accordance with applicable laws. We do not collect or transport hazardous waste or items requiring specialist handling.

11.3 You are responsible for clearly identifying items intended for disposal and ensuring that no items of value are mistakenly included.

11.4 Fly-tipping and unlawful disposal are strictly prohibited. We reserve the right to refuse to collect or transport items where we reasonably believe that disposal would breach regulations.

12. Access, Parking and Property Damage

12.1 You must ensure that our vehicle can park legally and safely as close as reasonably possible to the access point of the property. Any additional carrying distance or use of stairs may increase loading and unloading time and may be charged accordingly.

12.2 We are not responsible for damage to driveways, surfaces, or access routes that are unsuitable for vehicles, where we have been directed to use them by you or your representative.

12.3 Minor marks or scuffs can occasionally occur during moves, particularly in tight stairwells or narrow corridors. We will take reasonable care to minimise this but are not liable for minor cosmetic damage consistent with normal moving activity.

13. Delays and Waiting Time

13.1 If our team is kept waiting due to circumstances within your control, including failure to be present, delayed access, or incomplete packing, waiting time may be charged at our standard hourly rates.

13.2 Where delays arise beyond our reasonable control, such as traffic or accidents, we will keep you informed where possible and complete the work as soon as reasonably practicable.

14. Complaints and Dispute Resolution

14.1 If you are dissatisfied with any aspect of our service, you should raise your concerns as soon as possible so that we have an opportunity to address the issue.

14.2 Formal complaints should be submitted in writing, setting out the relevant details, dates, and any supporting information. We will review and respond within a reasonable timeframe.

14.3 We will make reasonable efforts to resolve disputes amicably. If a dispute cannot be resolved, either party may pursue its rights through the appropriate legal channels.

15. Data Protection and Privacy

15.1 We collect and process personal data necessary to provide our services, such as names, addresses, and contact details. We handle this information in accordance with applicable data protection laws.

15.2 We will not sell your personal data to third parties. We may share information with trusted partners only where necessary for the performance of the service, legal compliance, or the protection of our legitimate interests.

16. Amendments to These Terms

16.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.

16.2 Updated terms may be made available on our website or by request. Continued use of our services following changes indicates your acceptance of the updated terms.

17. Severability

17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions will remain in full force and effect.

18. Governing Law and Jurisdiction

18.1 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.

18.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services provided by Man and Van Swiss Cottage.

By placing a booking and using our services, you confirm that you have read, understood, and agree to these Terms and Conditions.