Terms and Conditions for Man And Van Brentcross

These Terms and Conditions set out the basis on which Man and Van Brentcross provides moving, transportation, loading, unloading, and related removal services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. These terms are intended to be fair, clear, and consistent with applicable UK consumer and contract law. They apply to domestic and commercial work unless a separate written agreement states otherwise.

The phrase Man and Van Brentcross in these terms refers to the service provider, whether acting directly or through approved personnel, subcontractors, or drivers engaged to carry out the work. The customer is the person, business, or organisation making the booking, together with anyone acting on their behalf. The contract applies only to the specific services accepted in the booking confirmation or quotation. Any additional services requested on the day may be provided at the provider’s discretion and may be subject to extra charges.

These terms should be read carefully before confirming a booking. If any part of them is unclear, the customer should seek clarification before the service starts. Proceeding with the booking confirms acceptance of these terms, including the sections on payment, cancellations, liability, waste handling, and governing law. Nothing in these terms affects statutory rights that cannot lawfully be excluded.

Booking Process

1. Booking Process

A booking is formed when the customer provides the required service details and the provider confirms availability. Details may include collection and delivery addresses, access conditions, item descriptions, approximate volume, dates, times, and any special handling needs. The customer must ensure that all information supplied is accurate and complete. If the information changes after booking, the customer must notify the provider as soon as possible, as this may affect pricing, vehicle size, staffing, and timing.

Quotations are usually based on the information given at the time of enquiry. Unless expressly stated otherwise, quotations are estimates only and may change if the actual work differs from the description provided. This may include a larger load, difficult access, additional floors, waiting time, parking restrictions, dismantling, packing, or the presence of heavy, fragile, or prohibited items. The provider may refuse to carry out work that was not disclosed in advance where it is unsafe, unlawful, or impractical to proceed.

The customer is responsible for arranging access, permits, parking permissions, and any building-related requirements unless the written quotation says otherwise. If access is delayed, restricted, or impossible because of an issue outside the provider’s control, the provider may charge for waiting time, abortive attendance, or additional labour. Time slots are given in good faith, but arrival times may vary due to traffic, weather, vehicle issues, or earlier jobs. Reasonable flexibility may therefore be required on the day.

2. Payments

Payment terms will be stated in the quotation, booking confirmation, or invoice. Unless agreed otherwise in writing, payment is due on completion of the service or before unloading, whichever the provider specifies. The provider may require a deposit or full advance payment to secure a booking, especially for larger moves, weekend work, short-notice jobs, or commercial services. Any deposit paid may be non-refundable except where required by law or where the provider cancels the booking without fault on the customer’s part.

Accepted payment methods may include bank transfer, card payment, or another method advised at booking. Cash may be accepted only where agreed in advance. Any bank charges, card fees, or international transfer costs are the customer’s responsibility unless the provider confirms otherwise in writing. The customer must ensure that payment is made in full and cleared funds. If an invoice remains unpaid after the due date, the provider may charge interest and recover reasonable costs incurred in pursuing the debt, to the extent permitted by law.

Where the service is quoted on an hourly basis, charges begin when the vehicle and crew arrive at the agreed start point and continue until the work is completed, including reasonable loading, transit, unloading, waiting, and return travel time if that is part of the agreed service. Fixed-price jobs are based on the scope agreed at booking. Any material change to the scope may result in a revised charge. If the customer requests extra tasks on the day, the provider may charge at the applicable rate before agreeing to carry them out.

3. Cancellations and Changes

If the customer wishes to cancel or amend a booking, notice should be given as soon as possible. The amount payable on cancellation depends on the timing of the notice and any costs already incurred. Unless a different cancellation policy is stated in the quote, the provider may retain all or part of any deposit to cover administration, reserved time, staffing, fuel, or other losses arising from the cancellation. Where a job is cancelled after the crew has been dispatched or arrived at the location, a call-out, wasted attendance, or minimum charge may apply.

The provider may cancel or reschedule a booking where necessary due to circumstances beyond reasonable control, including severe weather, road closures, vehicle breakdown, staff illness, safety concerns, or unlawful working conditions. In such cases, the provider will aim to give reasonable notice and offer an alternative date or refund any amount paid for the cancelled service, subject to any lawful deduction for work already completed. The provider is not liable for losses resulting from cancellation or delay where the event causing it was outside reasonable control.

Changes requested by the customer, including a different address, revised volume, additional stops, or different service times, are subject to availability and may alter the price. The provider is not obliged to accept changes that would make the service unsafe, unprofitable, unlawful, or impossible to complete within the available time. If the customer fails to be present, fails to provide access, or is unable to proceed with the move at the agreed time, the provider may treat the booking as cancelled by the customer and charge accordingly.

4. Customer Responsibilities

The customer must pack items adequately unless packing has been expressly included in the service. Fragile items, valuables, documents, cash, jewellery, passports, and irreplaceable possessions should be kept with the customer where possible. The customer must ensure that furniture and appliances are ready for transport, including disconnecting utilities where necessary and safely securing doors, drawers, and loose components. The provider may refuse to move any item that is poorly packed, unsafe, or likely to cause damage to people or property.

The customer must inform the provider of any heavy, awkward, hazardous, or high-value items before the booking is confirmed. This includes pianos, safes, American-style fridges, glass items, antiques, or anything requiring specialist handling. The provider may impose additional charges or decline the item if the correct equipment or staffing is unavailable. The customer also confirms that they have the right to instruct the move and that the items being transported are lawfully owned or lawfully in their possession.

The customer must keep children and pets under control during loading and unloading. The working area should be reasonably clear and safe. The provider may suspend work if conditions create an unreasonable health and safety risk, including violence, abuse, threats, unsafe wiring, unstable structures, severe contamination, or unlawful activity. If work is stopped for safety reasons caused by the customer or premises conditions, the provider may charge for time spent and any wasted attendance.

5. Liability and Damage

The provider will take reasonable care when handling goods and property. However, liability is limited to the extent permitted by UK law. The provider is not responsible for loss or damage arising from inadequate packing, pre-existing defects, inherent vice, items that were not disclosed as fragile or valuable, or circumstances outside the provider’s control. The customer should inspect items and premises before and after the service wherever reasonably possible.

The provider does not accept liability for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, emotional distress, or any similar non-physical loss, except where such exclusion is not permitted by law. In any event, the provider’s total liability for a claim relating to the service will usually be limited to the amount paid or payable for the specific job, unless a higher limit is required by law or separately agreed in writing. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.

If damage is alleged, the customer must notify the provider within a reasonable time and provide supporting details, including photographs where possible. The customer must allow a fair opportunity for investigation before repairs or disposal take place. Claims should be made before third-party repairs are arranged, unless urgent action is needed to prevent further damage. The provider may request evidence of value, age, or condition. Any settlement offered may reflect wear and tear, depreciation, or the item’s pre-loss condition.

6. Waste Regulations and Disposal

Where the service includes removal or disposal of unwanted items, all waste handling must comply with applicable UK waste legislation, including duty of care requirements. The customer must accurately describe any waste to be collected. The provider may refuse to remove hazardous or prohibited waste, including asbestos, chemicals, paint, solvents, clinical waste, gas cylinders, oils, batteries, and electrical items that require specialist handling, unless the provider has expressly agreed and is lawfully able to collect them.

The customer confirms that any waste handed over for collection belongs to them or that they are authorised to arrange its removal. Waste transferred for disposal may be taken only to licensed facilities or handled by appropriately authorised operators. The customer must not place controlled or hazardous waste among general rubbish without disclosure. If undisclosed prohibited waste is found, the provider may suspend the job, return the waste at the customer’s expense, charge for delays, or notify the appropriate authority where required by law.

The provider aims to minimise waste sent to landfill where reasonably practicable. Reusable items may be separated for reuse, recycling, or lawful transfer to a waste facility. However, no guarantee is made that any item will be reused or recycled. If waste transfer notes, receipts, or other records are legally required, they may be retained in accordance with applicable regulations. The customer must cooperate with any lawful documentation needed to support compliant waste transport and disposal.

7. Termination, Force Majeure, and General Terms

The provider may suspend or terminate the service immediately if the customer breaches these terms, fails to pay, provides false information, behaves abusively, or creates an unsafe or unlawful working environment. In such cases, the provider may remove staff and vehicle from the site and charge for work completed up to that point, together with any reasonable wasted costs. The provider’s decision to continue with a job after a breach does not waive the right to enforce these terms later.

The provider will not be responsible for failure or delay caused by events beyond reasonable control, including but not limited to extreme weather, fire, flood, accident, strike, civil disturbance, government action, or network failure. If such an event occurs, the provider may postpone the service, adapt the method of performance, or cancel the booking without liability for any resulting indirect loss. The parties will act reasonably and in good faith to minimise disruption where possible.

Any waiver, variation, or addition to these terms is valid only if agreed in writing by the provider. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force. The headings are for convenience only and do not affect interpretation. The customer may not assign rights under the contract without consent, but the provider may use suitably qualified staff or subcontractors to perform all or part of the service.

8. Governing Law

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. If the customer is resident in Scotland or Northern Ireland, any mandatory consumer protections that apply in their jurisdiction will remain unaffected where relevant. The parties agree that the courts of England and Wales will have jurisdiction, subject to any rights a consumer may have under applicable law to bring proceedings elsewhere. This clause applies whether the claim concerns contract, negligence, statutory duty, or any related matter.

The provider encourages issues to be raised promptly so that they can be resolved efficiently. Any complaint or dispute should be dealt with through reasonable discussion and evidence-based review before formal legal action is considered. However, nothing in these terms prevents either party from seeking urgent injunctive relief, debt recovery, or other remedies available under law. These terms are intended to operate alongside the customer’s non-excludable consumer rights and any statutory obligations that apply to the service.

By confirming a booking with Man And Van Brentcross, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions in full. They also confirm that they are authorised to enter into the contract on behalf of themselves or the organisation they represent. These terms form the entire agreement between the parties regarding the service unless varied in writing.