Terms and Conditions for Man And Van Primrosehill
These Terms and Conditions set out the basis on which Man And Van Primrosehill provides removal, delivery, transport, and related van services to customers in the UK. By making a booking, requesting a quote, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before confirming any service. For clarity, references to “we,” “us,” and “our” mean the service provider operating under the Man And Van Primrosehill name, and references to “you” mean the customer, client, or person placing the booking.
These terms are intended to provide a fair and transparent framework for both parties. They cover the booking process, payment obligations, cancellation rules, liability limits, waste handling requirements, and the law that applies to the agreement. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
The service may be used for a range of transport needs, including household moves, office items, single-item collection, bulky goods transport, and other lawful van-based services. However, the scope of each job depends on the details confirmed at the time of booking. Any variation to the agreed work may affect the price, schedule, vehicle type, number of staff required, or whether the work can be completed safely and lawfully.
1. Booking Process
All bookings are subject to availability and confirmation. A quotation may be provided verbally, by email, or through another written method, based on the information supplied by you. Quotations are usually calculated using details such as item size, access conditions, travel distance, time required, labour needs, parking restrictions, and any special handling requirements. If the information provided is incomplete or inaccurate, the quotation may need to be revised.
To make a booking, you must provide accurate and complete information about the items to be moved, collection and delivery addresses, access conditions, preferred date and time, and any relevant restrictions or hazards. You must also state whether there are heavy, fragile, awkward, valuable, or prohibited items. We rely on this information to allocate the correct vehicle and resources. Where the actual job differs from the description provided, we reserve the right to adjust the price or refuse part of the work if it cannot be completed safely.
Booking confirmation may be given once we have accepted the job details and any required deposit or pre-authorisation has been received. A booking is only secured when we have clearly confirmed it, and any estimate before confirmation does not guarantee availability. You are responsible for checking that the service date, address, inventory, and contact details are correct. Any changes should be notified as soon as possible, and we are not liable for delays or additional costs caused by information that was supplied incorrectly.
2. Service Requirements and Customer Responsibilities
You must ensure that the collection and delivery locations are accessible and safe for the vehicle and the team. This includes arranging parking where necessary, ensuring suitable access routes, and informing us of stairs, lifts, narrow entrances, restricted loading areas, or other obstacles. If parking charges, congestion charges, tolls, or permits apply, these may be added to your invoice unless otherwise agreed in writing.
You are responsible for being present, or for appointing an authorised person, at the agreed collection and delivery times. If no one is available to provide access, instructions, or sign-off where required, waiting charges may apply, or the service may need to be rescheduled. We may also refuse to move items that are unsafe, excessively heavy for the agreed service, or likely to cause damage to property, the vehicle, or persons.
You should package and protect fragile items appropriately before collection unless we have explicitly agreed to provide packing support. Although our man and van service may involve care and attention, we are not responsible for inadequate packing performed by you or a third party. It is your responsibility to remove, secure, or disclose any hazardous materials, live electrical equipment, liquids, or items that require specialist handling.
3. Payments
Payment terms will be made clear at the time of booking or before the service begins. We may require a deposit, a partial advance payment, or full payment in advance depending on the nature of the work, the booking value, or the risk profile of the job. Unless otherwise agreed, payment is due immediately upon completion of the service. Accepted payment methods may include bank transfer, card payment, or other methods notified to you in advance.
All prices are quoted on the basis of the information provided by you and may be subject to change if the scope of work changes. Additional charges may apply where there is extra waiting time, additional labour, unplanned stops, failed access, changes to the route, congestion, parking costs, or extra items not listed in the booking. Any price increase will be explained where reasonably possible before the additional work is carried out.
If you fail to make payment when due, we reserve the right to charge interest and recover reasonable costs incurred in seeking payment, to the extent permitted by law. We may also suspend any further services until all outstanding balances are paid. Title in any goods transported by us does not transfer, and no transfer of ownership is implied by the provision of the service. Receipts or invoices may be issued electronically unless another format is agreed.
4. Cancellations, Postponements, and Amendments
We understand that plans can change. If you need to cancel or amend your booking, you should notify us as soon as possible. Cancellation terms may vary depending on the amount of notice given, whether a deposit has been paid, and whether we have already reserved staff, vehicle time, or specialist resources for your job. Any deposit may be non-refundable if cancellation occurs after we have committed resources to the booking, unless required otherwise by law.
If you cancel at short notice, fail to provide access, are not present at the agreed time, or are unable to proceed with the service for reasons within your control, we may charge a cancellation fee or a wasted journey fee. The amount will be based on reasonable costs and lost time. Where work has already started, you may be charged for completed labour, mileage, waiting time, and any other costs incurred up to the point of cancellation.
We may also need to amend or postpone a booking due to circumstances beyond our control, including traffic disruption, vehicle breakdown, severe weather, staff illness, emergencies, or unsafe site conditions. In such cases, we will take reasonable steps to notify you and propose a new appointment. We are not liable for indirect losses arising from a necessary rescheduling, provided we act reasonably and with appropriate notice where practicable.
5. Liability and Limitations
We will exercise reasonable care and skill in carrying out our services. However, because moving items can involve inherent risks, our liability is limited to losses directly caused by our proven negligence or breach of contract. We are not responsible for pre-existing damage, normal wear and tear, or damage caused by inadequate packing, incorrect instructions, hidden defects, or unsafe access conditions beyond our control.
Unless otherwise agreed in writing, we do not accept liability for loss of earnings, missed appointments, business interruption, loss of profits, reputational harm, or any indirect or consequential loss. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
Where we are liable for damage to goods, our responsibility may be limited to the reasonable repair cost, replacement value, or the actual proven loss, whichever is lower and subject to any applicable legal restrictions. You must notify us of any alleged damage as soon as reasonably possible and in any event within a reasonable time after completion of the job. If goods are fragile, valuable, antique, or unusually expensive, you should tell us in advance and consider arranging your own insurance cover.
Any waste we remove may be transported to an authorised facility, transfer station, reuse centre, or recycling site in accordance with applicable law. We will not knowingly fly-tip, dump, or dispose of waste unlawfully. You agree that ownership of waste items you instruct us to remove is transferred to us only to the extent necessary for lawful handling and disposal, and not in a way that permits unlawful conduct. You remain responsible for the accuracy of the description and the lawful origin of the items.