Terms and Conditions

Man and a Van Queen's Park Terms and Conditions

These Terms and Conditions set out the agreement between Man and a Van Queen's Park (referred to as we, us or our) and the customer (referred to as you or your) for the provision of man and van and related removal services within the United Kingdom. By making a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions:

Service means any man and van, removal, collection, delivery, loading, unloading, packing, unpacking, or related service provided by us.

Booking means a request by you for us to provide Services, which has been accepted and confirmed by us.

Vehicle means any van or other vehicle used by us to carry out the Services.

Goods means the items, belongings, furniture, equipment, or other property to be moved, transported or handled by us.

2. Scope of Services

We provide man and van removal and transport services for residential and commercial customers. This may include collection, loading, transportation, unloading and positioning of Goods, subject to these Terms and Conditions.

We reserve the right to refuse to carry any Goods which we reasonably believe to be hazardous, illegal, unsafe, excessively heavy, or otherwise unsuitable for transport. This includes, without limitation, flammable materials, explosives, drugs, stolen goods, live animals and items prohibited under applicable laws or regulations.

We do not undertake specialist removals such as fine art, high-value antiques, or heavy machinery unless specifically agreed in writing in advance and may require additional charges and conditions.

3. Booking Process

You may request a quotation by providing us with accurate details of the Service required, including addresses, access details, dates and times, nature and approximate quantity of Goods, and any special requirements.

All quotations are based on the information you provide. If the information is incomplete or inaccurate, or if the circumstances at the time of the move differ from those advised, we may adjust the price, apply additional charges, or, in extreme cases, decline to complete the Service.

A Booking is only confirmed once we have accepted your request and provided confirmation. Confirmation may be given verbally or in writing, including by electronic means, and will set out the agreed date, start time, and any key terms for the Service.

You are responsible for checking that the Booking details are correct and for informing us promptly of any errors or required changes. Any changes to the Booking are subject to our availability and may result in revised pricing.

4. Service Charges and Pricing

Our charges may be calculated on an hourly rate, a fixed price, or a combination of both, as agreed at the time of Booking. Prices may reflect factors such as the size of the vehicle, number of workers required, distance, access conditions, parking requirements and scheduling constraints.

Any estimated or quoted price is based on normal working conditions, reasonable access for the Vehicle, and the declared quantity and nature of Goods. Additional charges may apply if:

There are delays outside our control, such as waiting time due to keys not being available, property not being ready, or third-party delays.

Access is difficult or restricted, involving stairs, long carries, narrow entrances, or the need to dismantle or reassemble items.

You request additional Services or changes on the day, such as extra destinations, additional Goods, or extra labour.

Certain dates or times attract premium rates, such as evenings, weekends, or bank holidays, where this has been advised in advance.

5. Payments and Deposits

We may require a deposit to secure your Booking. The amount and due date of any deposit will be communicated to you at the time of Booking. Deposits are generally non-refundable unless otherwise stated in these Terms and Conditions.

Unless agreed otherwise, payment of any balance is due immediately upon completion of the Service. We may require full payment before unloading the Goods at the destination.

We accept payment by methods agreed with you at the time of Booking. You are responsible for ensuring that you have the agreed method of payment available on the day.

If you fail to make payment when due, we reserve the right to:

Charge interest on the outstanding amount at a reasonable rate, calculated daily until payment is received.

Retain possession of some or all of the Goods until full payment is received, and apply a storage or holding charge if applicable.

Take legal action to recover amounts owed, including any associated costs and expenses.

6. Cancellations and Amendments

You may cancel or amend your Booking by giving us notice. The following cancellation terms will normally apply unless otherwise stated in your Booking confirmation:

If you cancel more than 7 days before the scheduled Service date, any deposit paid may be refundable at our discretion, less any reasonable administrative costs.

If you cancel between 7 days and 48 hours before the scheduled Service date, we may retain part or all of your deposit to cover our costs and potential loss of business.

If you cancel within 48 hours of the scheduled Service date, or fail to be present or accessible when we arrive, we may charge up to 100 percent of the agreed price.

Any request to change the date, time or scope of the Service is subject to our availability and may result in revised pricing. If we cannot accommodate your requested change, and you choose to cancel, the above cancellation terms will apply.

If we need to cancel or rearrange a Booking due to circumstances beyond our reasonable control, such as vehicle breakdown, extreme weather, or staff illness, we will notify you as soon as reasonably possible and offer an alternative date or time. We will not be liable for any indirect or consequential losses arising from such cancellation or rearrangement.

7. Your Responsibilities

You are responsible for:

Ensuring that you or an authorised representative is present at both collection and delivery addresses to provide access, directions and instructions.

Obtaining all necessary permissions for parking, loading and unloading at each address. Any parking charges, fines or penalties incurred due to insufficient permissions, restrictions or inaccurate information may be charged to you.

Ensuring that Goods are properly packed, secured and ready for transport, unless we have agreed to provide packing services. Fragile items should be clearly marked and suitably protected.

Ensuring that all Goods to be moved are clearly identified, and that no items are left behind or included that you do not wish to move.

Disconnecting and preparing appliances and equipment in accordance with manufacturers' instructions and applicable safety standards, unless otherwise agreed.

You must not include in the Goods any items which are hazardous, illegal, perishable (unless agreed), or likely to cause damage to other property or to our Vehicle.

8. Packing and Handling

If you have requested and paid for packing services, we will take reasonable care in packing your Goods using suitable materials. However, packing does not alter the limitations of our liability set out in these Terms and Conditions.

If you pack your own Goods, you are responsible for ensuring that they are packed in a manner that is safe for transport. We may refuse to carry any package that appears to be inadequately packed or unsafe.

We will take reasonable care in lifting, moving and positioning your Goods. Heavy or bulky items must be disclosed at the time of Booking. We may refuse to move items that cannot be safely handled by the team present or that risk damage to property or personal injury.

9. Waste and Disposal Regulations

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste removal service and will not remove household refuse, builders' rubble, hazardous waste or any material requiring specialist disposal unless this has been expressly agreed and is compliant with relevant laws.

Where we agree to remove and dispose of unwanted items, you confirm that you have the right to dispose of those items and that they do not contain hazardous materials. Additional charges may apply for disposal services and any associated fees, including charges at recycling centres or authorised waste facilities.

We reserve the right to decline removal of any items that we reasonably believe may breach waste regulations, pose environmental or health risks, or be unlawful to transport or dispose of.

10. Liability and Limitations

We will exercise reasonable care and skill in providing the Services. However, our liability is subject to the following limitations.

We are not liable for any loss or damage to Goods unless caused by our negligence or breach of contract. Where we are liable, our liability for loss of or damage to Goods is limited to a reasonable amount taking into account the age, condition and value of the item, and shall not exceed a fair market value.

We are not liable for:

Loss or damage arising from your failure to properly pack or protect Goods.

Loss or damage to items that are inherently fragile or damaged, including but not limited to glass, mirrors, lamps, artwork, and items with pre-existing defects.

Loss of data or software, or damage to electrical or mechanical equipment where there is no evidence of external damage.

Any indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of opportunity.

Any loss or damage arising from circumstances beyond our reasonable control, such as weather conditions, traffic, road closures, or acts of third parties.

You must notify us in writing of any loss or damage to Goods as soon as reasonably possible and in any event within a reasonable time after completion of the Service. We may request evidence, including photographs and proof of value, to assess any claim.

11. Property Damage

We will take reasonable care to avoid damage to your property, including buildings, fixtures, fittings and flooring. You must inform us in advance of any known risks, weaknesses or special conditions, such as recently painted walls, delicate flooring or restricted staircases.

We are not liable for minor cosmetic damage, wear or marks that occur as a result of normal handling and movement of Goods in restricted spaces. If significant damage to property is caused by our negligence, our liability will be limited to the reasonable cost of repair or cleaning, taking into account wear and age.

12. Delays and Waiting Time

We will make reasonable efforts to arrive at the agreed time, but timing is not guaranteed. External factors such as traffic, accidents, weather, or access delays may affect arrival and completion times.

If delays occur that are outside our control, we are not liable for any related losses. If delays are caused by you, including unprepared Goods, waiting for keys, or lack of access, we may charge waiting time at our standard hourly rate or such other rate notified to you.

13. Insurance

We maintain insurance appropriate to our business, in accordance with applicable legal requirements. Our insurance is subject to the terms, conditions and exclusions of the policy in place from time to time.

You are encouraged to arrange your own additional insurance cover for your Goods and property if you require protection beyond the limitations set out in these Terms and Conditions.

14. Complaints

If you are dissatisfied with any aspect of the Service, you should raise the issue with us as soon as possible so that we have an opportunity to address your concerns. We will aim to respond to complaints promptly and fairly.

Any complaint relating to loss or damage to Goods should be accompanied by details of the items affected, the nature of the loss or damage, and any supporting evidence. Making a complaint does not guarantee that compensation will be paid, but we will consider it carefully in line with these Terms and Conditions.

15. Data Protection and Privacy

We will collect and use your personal information only as necessary to arrange and provide the Services, manage your Booking, process payments and handle queries or complaints. We will handle personal data in accordance with applicable UK data protection legislation.

Your details will not be sold to third parties. We may share information with trusted partners or service providers where necessary to deliver the Services, comply with legal obligations or protect our legitimate interests.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that 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.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings. Any variation to these Terms and Conditions must be agreed in writing.

By confirming your Booking and using our Services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.