Croydon Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Croydon Man and Van provides removal, man and van, transport, packing, loading, unloading, and related services within its service area. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Croydon Man and Van providing removal and man and van services.
1.2 "Customer" means any individual or business who requests or uses the services of the Company.
1.3 "Services" means any removal, man and van, collection, delivery, packing, loading, unloading, storage coordination, or related service provided by the Company.
1.4 "Goods" means the items, belongings, furniture, equipment, or materials that are the subject of the Services.
1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Scope of Services
2.1 The Company provides man and van and removal services for residential and commercial customers within its normal operating area and, by agreement, to and from other locations in the United Kingdom.
2.2 Unless expressly agreed in writing, the Services do not include: disconnection or reconnection of appliances, dismantling or reassembly of complex furniture or fittings, removal of doors, windows or fixtures, specialist removals such as pianos, safes, or high-value artwork, or handling of hazardous, illegal or prohibited items.
2.3 Any additional services requested on the day of the move are subject to availability and may incur extra charges which will be communicated to the Customer before being undertaken.
3. Booking Process
3.1 A booking enquiry may be made by the Customer via online form, written communication or other accepted method set out by the Company from time to time.
3.2 The Customer must provide accurate and complete information, including but not limited to: full addresses for collection and delivery, access details, floor levels, parking restrictions, an accurate description and approximate volume of Goods, and any items requiring special handling.
3.3 Following the enquiry, the Company may issue a quotation. Unless otherwise stated, quotations are based on the information supplied by the Customer and on reasonable access conditions.
3.4 A Contract is formed only when the Customer accepts the quotation or price estimate and the Company confirms the booking. Confirmation may be given in writing or by other communication clearly indicating acceptance and the agreed service date and time window.
3.5 The Company reserves the right to refuse or cancel any booking at its discretion, including where the Services cannot safely or lawfully be provided.
4. Quotations and Pricing
4.1 Quotations are valid for a limited period as stated by the Company. If no period is stated, quotations are valid for 14 days from the date of issue and may be withdrawn or amended at any time before acceptance.
4.2 Quotations are based on the details provided by the Customer. The Company reserves the right to adjust the price where:
a. the information provided by the Customer is inaccurate or incomplete;
b. access conditions differ from those described, including stairs, long carries, obstructions, restricted parking, or waiting times imposed by third parties;
c. additional Goods or services are included that were not declared at the time of quotation;
d. the move takes longer than reasonably anticipated due to circumstances beyond the Company’s control.
4.3 Unless otherwise agreed, pricing may be based on an hourly rate, a fixed fee, or a combination of both, and may include charges for mileage, congestion zones, tolls, parking, additional labour, and materials.
5. Payments
5.1 The Customer agrees to pay all charges due under the Contract in accordance with this clause 5.
5.2 The Company may require a deposit at the time of booking to secure the requested date and time. The amount and due date of any deposit will be communicated to the Customer before the booking is confirmed.
5.3 Unless otherwise agreed in writing, the balance of payment is due immediately on completion of the Services on the day of the move. For some bookings, full payment in advance may be required.
5.4 Accepted payment methods will be communicated by the Company. The Customer is responsible for ensuring that cleared funds are available when due.
5.5 Where payment is not made on time, the Company may:
a. withhold delivery of Goods until payment is received;
b. charge reasonable interest on overdue amounts; and
c. recover from the Customer all reasonable costs incurred in pursuing late payment.
6. Cancellations and Amendments
6.1 The Customer may cancel or amend a booking by giving notice to the Company.
6.2 If the Customer cancels more than 7 days before the scheduled service date, any deposit paid may be refundable at the Company’s discretion, subject to deduction of reasonable administrative costs.
6.3 If the Customer cancels within 7 days but more than 48 hours before the scheduled service date, the Company may retain part or all of the deposit or charge a cancellation fee up to a reasonable percentage of the quoted price to cover lost time and administration.
6.4 If the Customer cancels within 48 hours of the scheduled service time, fails to be present at the agreed time, or is not ready for the Services to commence, the Company may charge up to 100 percent of the quoted price.
6.5 Any request by the Customer to change the date, time, or scope of the Services is subject to availability and may result in a revised quotation or additional charges.
6.6 The Company will use reasonable endeavours to attend on the agreed date and time, but timings are approximate. The Company may cancel or reschedule the Services without liability in the event of circumstances beyond its reasonable control, including severe weather, vehicle breakdown, accidents, road closures, or illness. In such cases, any deposit or prepayment may be transferred to a new date or refunded, at the Company’s discretion.
7. Customer Responsibilities
7.1 The Customer is responsible for:
a. ensuring that all Goods are properly packed, labelled, and ready for transport, unless packing services have been expressly included in the Contract;
b. securing all valuables, important documents, cash, and irreplaceable items, and either removing them from the consignment or notifying the Company in advance;
c. providing safe and suitable access at collection and delivery addresses, including arranging any necessary permits, parking suspensions, or permissions;
d. ensuring that all Goods to be moved are owned by the Customer or that the Customer has the full authority of the owner to enter into the Contract;
e. complying with all applicable laws and regulations relating to the Goods and the premises.
7.2 The Customer must not include in any consignment: hazardous materials, flammable or explosive items, gas cylinders, corrosive or toxic substances, perishable food likely to deteriorate, live animals or plants, illegal items, or any other goods forbidden by law or by carriers’ regulations.
7.3 If the Company discovers that prohibited items have been included without its consent, it may remove, dispose of, or otherwise deal with such items at the Customer’s expense and without liability.
8. Access, Parking, and Delays
8.1 The Customer must provide adequate information regarding access, including parking restrictions, height limits, loading bays, security gates, and any requirement for permits.
8.2 The Customer is responsible for arranging and paying for any parking permits or suspensions necessary to enable the Services to be carried out lawfully and safely.
8.3 The Company is not liable for parking penalties incurred where the Customer has not provided valid parking arrangements. Any such fines or penalties may be charged to the Customer.
8.4 If the Services are delayed or extended due to factors outside the Company’s reasonable control, including but not limited to waiting time for keys, unprepared Goods, restricted access, or delays caused by third parties, the Company may charge additional fees based on its standard hourly rates.
9. Liability and Insurance
9.1 The Company will exercise reasonable care and skill in providing the Services and handling the Goods.
9.2 The Company’s liability for loss of or damage to Goods is limited to a reasonable amount per item or per consignment, subject to any higher level of cover expressly agreed in writing.
9.3 The Company is not liable for:
a. loss or damage arising from faulty or inadequate packing by the Customer, unless packing services were provided by the Company;
b. damage to items that are inherently fragile or unsuitable for transport, including but not limited to glass, mirrors, lamps, ceramics, and items with pre-existing defects;
c. electrical or mechanical derangement of appliances or equipment unless there is clear evidence of physical damage caused by the Company;
d. loss of or damage to cash, jewellery, watches, trinkets, precious metals or stones, deeds, securities, or other valuables, unless previously declared and specifically agreed in writing;
e. loss or damage resulting from war, terrorism, natural disasters, or other events beyond the Company’s reasonable control.
9.4 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and, in any event, within 7 days of completion of the Services. The Customer must provide reasonable evidence of the loss or damage, including photographs and proof of value.
9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.
10. Damage to Property
10.1 The Company will take reasonable care to avoid damage to premises during the provision of the Services.
10.2 The Customer must ensure that floors, walls, banisters, and doorways are adequately protected where necessary. If the Customer requests that Goods be moved in a manner that involves a risk of damage to property or Goods, the Company may refuse to proceed or may require the Customer to confirm acceptance of the risk.
10.3 The Company’s liability for damage to premises is limited to the reasonable cost of repair, subject to evidence of the damage being provided promptly.
11. Waste Regulations and Disposal
11.1 The Company operates in accordance with applicable waste and environmental regulations relating to the transport and disposal of unwanted items.
11.2 The Company is not a general rubbish clearance service. Any removal of waste, unwanted furniture, or other items for disposal must be agreed in advance and may incur additional charges.
11.3 The Customer must not request the Company to dispose of controlled waste illegally. The Company reserves the right to refuse to remove or dispose of items that cannot lawfully or safely be handled.
11.4 Where the Company agrees to remove items for disposal, it will use appropriate facilities and licensed sites in accordance with relevant regulations.
12. Storage Services
12.1 Where the Company arranges storage with a third party on behalf of the Customer, the storage will be subject to the terms and conditions of the storage provider, which may form a separate contract between the Customer and that provider.
12.2 The Company’s responsibility for the Goods ends when they are placed into storage and resumes when they are collected from storage for onward transport, where such collection is part of the Services.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible so that an attempt can be made to resolve the issue.
13.2 Complaints about loss or damage must follow the notification process set out in clause 9.4.
14. Data Protection and Privacy
14.1 The Company collects and processes personal data relating to Customers for the purpose of managing bookings, providing Services, processing payments, and complying with legal obligations.
14.2 The Company will handle personal data in accordance with applicable data protection laws and will not sell or disclose such data to third parties except where necessary to provide the Services, process payments, or comply with legal requirements.
15. Variation and Severability
15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract.
15.2 No variation to these Terms and Conditions is binding unless agreed in writing by the Company.
15.3 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between the Company and the Customer are governed by the laws of England and Wales.
16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.
By confirming a booking or using the Services of Croydon Man and Van, the Customer acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions.
