Terms and Conditions for Man And Van Cowley
These Terms and Conditions set out the basis on which Man And Van Cowley provides removals, transport, lifting, loading, unloading and related moving services to domestic and commercial customers. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are intended to protect both the customer and the service provider by setting clear expectations around the man and van service, pricing, conduct, access requirements, and the handling of goods and waste. If any term is not understood, the customer should raise it before the booking is confirmed.
The words “we”, “us” and “our” refer to the service provider operating under the name Man And Van Cowley. The words “you” and “your” refer to the customer or the person booking on behalf of the customer. A booking may be made for a house move, furniture transport, single-item collection, office relocation, or other agreed service. These terms apply whether the job is booked as a one-off task or as part of a larger moving arrangement. They are written to reflect standard UK service practice and should be read alongside any written quotation, job notes, or agreed instructions provided before the move.
Any quotation is based on the information supplied at the time of enquiry, including item lists, floor access, parking conditions, loading requirements, travel distance, timing, and whether special handling is needed. If the details change, the quotation may also change. The customer is responsible for giving accurate information so that the van and man service can be planned safely and efficiently. We may refuse to accept work that cannot reasonably be completed under the agreed conditions or where the information provided is incomplete, misleading, or materially different from the actual job.
1. Booking Process
A booking becomes valid only when we have confirmed the job details and accepted the request. The booking process usually involves an enquiry, a quotation, agreement of the service scope, and confirmation of the date and time. In some cases, a deposit or advance payment may be requested before the slot is reserved. Until the booking is confirmed, dates and times remain subject to availability. The customer should review all details carefully before accepting the quotation, including the number of vehicles, estimated labour, and any special requirements for the man with a van service.
It is the customer’s duty to ensure that the service booked matches the actual work required. For example, if the job involves heavy lifting, stairs, long carries, dismantling, packing support, or waiting time, these factors must be declared in advance. We may adjust the schedule or the price if the scope changes after confirmation. The customer agrees that we may rely on the information supplied during booking when planning staff, vehicle size, route timing, and equipment. Failure to disclose relevant details may lead to delays, extra charges, or cancellation of the booking at our discretion.
We will make reasonable efforts to arrive within the agreed time window, but all collection and delivery times are estimates unless specifically agreed in writing as fixed. Delays may occur due to traffic, weather, access issues, prior job overrun, or circumstances beyond our control. Where possible, we will keep the customer informed of significant delays. If the customer is not present at the agreed time or if access is not available, the job may be treated as a waiting-time issue or a failed attendance, and additional costs may apply.
2. Payments and Charges
Prices are normally based on the quotation provided, which may be hourly, fixed-price, or based on a combination of labour, vehicle use, distance, and extras. Unless stated otherwise, all charges are payable in pounds sterling. Payment may be required in advance, on completion, or in stages depending on the nature of the work. We accept payment methods agreed at booking, and the customer must ensure that funds are available when due. Any bank charges, chargeback costs, or failed payment fees arising from the customer’s payment method may be passed on where permitted by law.
Additional charges may apply where the job exceeds the original scope, including but not limited to extra waiting time, additional stops, congestion delays, parking penalties caused by lack of permits or instructions, carrying items that were not declared, or the need for extra team members or a larger vehicle. We reserve the right to revise the price if the job changes materially once work has started. If the customer does not accept a reasonable revised charge, we may stop work and charge for the work already completed, together with any unavoidable costs already incurred. A fair removals service depends on transparency at the point of booking.
Invoices, if issued, must be paid by the due date stated on the document. Late payment may result in administrative fees, interest where lawful, and the suspension of future bookings. Any discount or promotional rate is valid only for the specific job quoted and cannot be transferred to another date or service unless agreed in writing. Where a deposit has been paid, it will usually be deducted from the final balance. Deposits secure availability and may be non-refundable where cancellation occurs after resources have been allocated, subject to the cancellation terms below.
3. Cancellations, Rescheduling and Delays
Cancellations must be made as early as possible. If a customer needs to change the booking date or time, we will try to accommodate the request subject to availability. However, rescheduling may result in a revised price if the new booking requires a different vehicle, longer labour time, or altered route planning. If the customer cancels after confirmation, we may retain part or all of any deposit to cover lost time, administration, and costs already committed. The closer the cancellation is to the booked date, the more likely charges will apply.
If the customer cancels on the day of the booking or after our team has started travelling to the job, a cancellation fee may be charged. If we arrive and cannot proceed because the customer is absent, access is blocked, items are not ready, or the environment is unsafe, this may be treated as a late cancellation or failed job. In such cases, travel time, labour time, and any other direct costs may be charged in full or in part. We aim to be fair and proportionate, but the customer accepts that reserved time has economic value and cannot always be reallocated.
We may cancel or postpone a booking if weather, road conditions, vehicle issues, staff illness, legal restrictions, unsafe access, or any other event beyond our control prevents us from completing the work safely. In those circumstances, we will attempt to rearrange the service for a later date or refund any amount paid for work not carried out, subject to any non-recoverable third-party charges. We are not liable for indirect losses arising from cancellation or delay, including missed appointments, loss of earnings, or consequential business disruption, except where such liability cannot lawfully be excluded.
4. Customer Responsibilities
The customer must ensure that the goods to be moved are ready at the agreed time, correctly packed where packing is the customer’s responsibility, and suitable for transport. Fragile, valuable, or irreplaceable items should be declared in advance so that appropriate precautions can be considered. The customer should also ensure that access points, stairways, parking, lifts, and pathways are usable and that any required permissions are in place. If a job involves shared access, the customer is responsible for arranging cooperation from landlords, building managers, neighbours, or other relevant parties unless we have expressly agreed to handle this.
It is the customer’s responsibility to protect items of particular value, including cash, jewellery, documents, antiques, artwork, and small electronics, and to remove any items that should not be transported with the load. We do not inspect every item for hidden defects. The customer confirms that goods presented for transport are legal to move and do not contain prohibited, dangerous, or restricted contents unless we have agreed otherwise in writing and all legal requirements have been met. Where the customer asks us to move equipment, appliances, or furniture that needs disconnection or reassembly, this must be agreed beforehand and may require specialist attention.
We may refuse to handle items that are hazardous, unsanitary, illegal, contaminated, leaking, excessively heavy without suitable access, or otherwise unsafe. Examples may include chemicals, gas cylinders, asbestos-containing materials, biohazards, pressurised containers, and items infested with pests. If such items are discovered during the job, we may stop work immediately and charge for time already spent. The customer accepts that the man and van Cowley service is not a substitute for specialist handling, licensing, or disposal where those are required by law.
5. Liability and Insurance
We take reasonable care when loading, transporting, and unloading goods, but liability is limited to the extent permitted by law. We will not be responsible for damage caused by items that were inadequately packed, pre-damaged, structurally weak, improperly assembled, or unsuitable for transport in the condition presented. Where the customer or a third party assists with lifting or handling, we are not liable for damage caused by that assistance unless directly caused by our negligence. Any claim for loss or damage must be reported as soon as reasonably practicable and, where possible, before the job is completed.
Our liability for loss or damage caused by our negligence is limited to the lesser of the actual repair or replacement cost and the value declared or reasonably evidenced by the customer, subject always to any policy limits in force. We are not responsible for loss of profit, loss of business, loss of data, or indirect or consequential losses. Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Customers are encouraged to obtain their own insurance for high-value items and to verify that their existing home, contents, or business policy covers transit risk.
If an item is lost or damaged and a claim is made, the customer must provide reasonable evidence of ownership, condition, and value. We may request photographs, receipts, or independent estimates. We may also inspect the item where appropriate. Any compensation agreed will be limited to the direct loss proven and will not include sentimental value or replacement beyond the reasonable market value of the item. Claims may be rejected where the item was not disclosed as fragile or valuable, where the customer refused recommended protection, or where the loss was caused by circumstances outside our control.
6. Waste Regulations and Disposal
Where our service includes waste removal, clearance, or disposal, the customer agrees that all waste handed over to us has been lawfully produced and is suitable for collection. Waste transfer and disposal are carried out in accordance with applicable UK legislation, including the duty of care regime. We may ask the customer to confirm the origin of the waste and to identify any items that may be classed as hazardous, electrical, recyclable, or subject to special handling. The customer must not include unlawful waste, dangerous materials, or concealed items that are not declared in advance.
We may separate waste streams where required and may refuse mixed loads that cannot be disposed of safely or lawfully. A waste transfer note or equivalent record may be issued or retained where needed, and the customer agrees to provide accurate information for this purpose. The customer must not ask us to dispose of items in a way that would breach environmental law, fly-tipping rules, or local authority requirements. Any item that is rejected at a disposal facility due to undeclared contamination, restricted content, or incorrect classification may be returned to the customer or charged separately for compliant disposal.
Ownership of waste passes to us only to the extent necessary to transport and dispose of it lawfully, and only where the customer has the right to transfer that waste. The customer remains responsible for ensuring that no prohibited substances, confidential materials, or items requiring specialist destruction are included unless agreed in writing. Waste collection services do not include illegal dumping, unlicensed disposal, or concealment of regulated waste. Any request that would put us in breach of environmental or transport rules will be refused.
7. Access, Safety and Site Conditions
The customer must ensure that the place of collection and delivery is safe and accessible. This includes suitable parking, adequate clearance, safe flooring, proper lighting, and notification of any known hazards such as narrow stairs, low ceilings, fragile surfaces, animals, or security restrictions. If access is restricted or if the site conditions are materially different from those described at booking, we may pause work until the issue is resolved or adjust the price to reflect the additional effort involved. We may also require the customer to move vehicles or remove obstacles before loading begins.
We reserve the right to refuse to carry out any task that appears unsafe, unlawful, or beyond the capabilities of the available team and equipment. In such cases, the customer will be charged for work already completed and any unavoidable travel or waiting time. The customer agrees to follow reasonable instructions from our team regarding safe lifting, positioning, and loading. No person may be required to perform an act that would create an unacceptable risk of injury or property damage. Health and safety always take priority over speed or convenience.
8. General Provisions
Any waiver of a term must be in writing and will apply only to the specific instance for which it is given. If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. We may update these Terms from time to time, and the version in force at the time of booking will apply to that booking unless a later written agreement replaces it. The customer may not assign rights or obligations under the booking without our written consent.
These Terms contain the whole agreement between the parties concerning the relevant service, unless a separate written contract states otherwise. No employee, driver, or helper has authority to vary these terms orally unless authorised in writing. The service is provided on the understanding that the customer has read and accepted the booking information, quotation, and applicable conditions. For clarity, references to the UK removals service and the man and van service include any related loading, unloading, transport, and collection work agreed under the booking.
The customer acknowledges that the moving industry can involve tight schedules, shared responsibility, and variable site conditions. These terms are designed to ensure that the man and van Cowley service is delivered fairly, lawfully, and with clear expectations on both sides. By proceeding with a booking, the customer confirms acceptance of these terms and agrees to cooperate so the service can be completed safely and efficiently.
9. Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer rights that cannot be excluded. Nothing in these terms affects the statutory rights of a consumer under applicable UK law.