Hornchurch Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Hornchurch Man and Van provides removals, transport, lifting, loading, unloading, and related man and van services to customers in the UK. By making a booking, you agree that these terms apply to the service requested. If you are booking on behalf of another person, you confirm that you have authority to accept these terms for them. These terms are intended to be clear, fair, and practical, and they should be read carefully before any service is confirmed.

In these terms, references to “we”, “us”, and “our” mean Hornchurch Man and Van, and references to “you” and “your” mean the customer or any person acting with the customer’s authority. Our service may include domestic moves, office moves, item transport, collection and delivery, and other similar logistics support. It may also include carrying items upstairs, dismantling or reassembling certain furniture if agreed in advance, and reasonable assistance with loading and unloading.

These terms apply to all Hornchurch Man and Van services unless we agree different terms in writing. Any special arrangements, quotes, or service details must be confirmed before the booking starts. If there is any conflict between a written quotation and these terms, the written quotation will apply only to the extent of that conflict. Nothing in these terms affects your statutory rights under UK law.

Booking Process

A booking with Hornchurch Man and Van is formed when we have accepted your request and confirmed the key service details. A request may be made by phone, message, email, or other agreed method, but the booking is only binding when we confirm it. We may ask for information such as collection and delivery addresses, item type and quantity, property access details, parking restrictions, floor levels, time constraints, and any special handling requirements. The accuracy of this information is important because it affects pricing, vehicle size, staffing, and timing.

Any quotation provided before the booking is based on the details you supply. If those details change, we may revise the quote or the booking may require adjustment on the day. You are responsible for making sure the items to be moved are correctly described, particularly where they are heavy, fragile, valuable, oversized, or require disassembly. We reserve the right to decline a booking if the job cannot safely be completed with the information provided or if access conditions are unsuitable for the agreed service.

When the booking is confirmed, we will normally provide the agreed date, estimated arrival time, service scope, and any applicable charges or deposit requirements. You must ensure that someone authorised is available at collection and delivery points to give instructions and confirm completion where needed. If you are not present, you are still responsible for the booking and for any decisions made on your behalf by an authorised person. Delays caused by missing access details, absent recipients, or incorrect information may result in waiting charges or revised timing.

Payments

Payment terms for Hornchurch Man and Van services will be set out in the quote or booking confirmation. Unless otherwise agreed, payment may be required on completion of the service or in advance where a deposit or full prepayment has been requested. We may accept bank transfer, card payment, or another method that we have agreed in writing. If you are a business customer, any invoice must be paid by the due date stated on the invoice unless a different credit arrangement has been agreed beforehand.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on our business status and the nature of the service. If VAT applies, it will be shown separately where required. The quoted price usually reflects the agreed time, labour, and vehicle use, but it may not include additional charges unless specified. Additional charges may apply for congestion, parking penalties, tolls, ferry costs, additional labour, stair carries, long carries, storage, dismantling not agreed in advance, waiting time, or disposal fees where relevant.

Where the job exceeds the agreed scope, we may charge for the extra time or work reasonably required to complete it. If payment is not made when due, we reserve the right to suspend further services, charge reasonable recovery costs where permitted by law, and refuse future bookings until outstanding balances are settled. Any dispute about a charge must be raised promptly and in good faith, but undisputed sums remain payable on time. We do not waive any rights by accepting a late payment or by allowing a booking to proceed after a delay in payment.

Cancellations and Amendments

You may cancel or amend a booking for Hornchurch Man and Van, but any cancellation or change must be made as early as possible. The amount charged, if any, will depend on how much notice you give and whether costs have already been incurred. For example, if we have reserved vehicle time, staff, or equipment for your job, a cancellation fee may apply to cover part of those costs. If the cancellation is made at very short notice, or if we attend the address and cannot complete the work because of your actions or omissions, the full charge may be payable.

If you wish to change the date, time, access arrangements, or service scope, we will try to accommodate the request, but changes are subject to availability. Any revised booking may require a new quotation if the job has materially changed. We are not responsible for any loss resulting from a customer’s decision to reschedule, particularly where third-party services, such as building access or key handover, have not been aligned. We will act reasonably when considering amendments, but we cannot guarantee that every requested change will be possible.

We may cancel or reschedule a booking if we are unable to perform the service safely, lawfully, or on the agreed terms. This may happen where the property is inaccessible, the load is materially different from the description given, there is a risk to health and safety, or weather and road conditions make completion impractical. If we cancel for reasons within our control, we will either offer an alternative date or refund any prepaid amounts for the affected part of the booking. We are not liable for consequential losses arising from a lawful cancellation or rescheduling where no fault on our part has occurred.

Service Standards and Customer Responsibilities

You must ensure that items are adequately packed, labelled, and ready for transport unless packing has been included in the agreed service. Fragile items should be protected with suitable materials and clearly identified. We may refuse to transport items that are unsafe, illegal, improperly packed, or likely to damage other goods or the vehicle. You are responsible for obtaining any permissions needed for parking, access, or building entry, unless we have specifically agreed to arrange them. If a permit, key, lift booking, or concierge arrangement is required, you should tell us in advance.

You must also ensure that any item requiring special attention is identified before the job begins. This includes antiques, glass, IT equipment, heavy safes, white goods, pianos, hazardous residues, or dismantled parts that must be reassembled later. If the load includes personal documents, passports, cash, jewellery, or other high-value items, you should carry them separately and not rely on the vehicle unless we have expressly agreed otherwise. We may refuse to move items that are illegal, contaminated, infested, or otherwise unsuitable for transport.

The customer must keep pathways clear, secure pets, and make reasonable arrangements so the job can proceed safely. If stairs, lifts, narrow hallways, or parking restrictions create delays or require additional labour, this may affect the price and timing. If we reasonably believe the property or load creates an unacceptable risk, we may pause or stop the service until the issue is resolved. Any time lost due to customer-side delay may be chargeable where permitted by the agreed terms.

Liability and Insurance

We will exercise reasonable care and skill when carrying out Hornchurch Man and Van services. However, our liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by inaccurate information supplied by you, inadequate packing, inherent defects in the items moved, or circumstances beyond our reasonable control. This includes damage to items that were already fragile, unstable, poorly assembled, or unsuitable for transport.

Where we are at fault and damage is caused directly by our negligence, we may repair, replace, or compensate for the loss up to the value of the item or the maximum liability limit stated in the quotation or applicable law, whichever is lower where lawful. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited.

You should notify us of any damage or shortage as soon as reasonably possible and in any event within a reasonable time after the service is completed. We may ask for photographs, purchase information, or other evidence to assess a claim. If you fail to notify us promptly, it may affect our ability to investigate and may limit any remedy. Any claim must be genuine, accurate, and supported by reasonable evidence. Our insurance arrangements may assist with certain claims, but they do not change the customer’s duty to provide accurate information and proper packaging.

Waste Regulations and Disposal

Where our man and van service includes removal of unwanted items, waste handling, or disposal, you agree to comply with all applicable UK waste laws and regulations. We may only transport or dispose of waste where we are authorised to do so and where the waste type is suitable for the service agreed. You must tell us in advance if items are to be treated as waste rather than retained for transport. If the load includes waste, we may require further details to determine whether the work can lawfully proceed.

It is your responsibility to ensure that waste has been separated correctly and does not include prohibited, hazardous, or specialist materials unless we have explicitly agreed to handle them and are legally permitted to do so. Controlled waste, electrical equipment, paint, chemicals, batteries, asbestos, fridges, tyres, clinical waste, and similar items may require special handling or may be refused entirely. We reserve the right to reject any waste load that could expose us to legal risk or breach environmental obligations. Any unlawful or undeclared waste may be left behind, reported, or returned where appropriate and lawful.

You must not ask us to dispose of items in a way that breaches the law, including fly-tipping or using an unlicensed facility. If we arrange legal disposal on your behalf, you may be charged disposal, transfer, and administrative costs. Where required, records, receipts, or waste transfer information may be retained in accordance with legal obligations. The customer remains responsible for describing waste honestly and ensuring that any items presented for disposal are lawful to collect and process. If an item is misdescribed, additional charges or refusal of service may apply.

Force Majeure, Complaints, and Final Provisions

We are not liable for delay or failure to perform where the cause is outside our reasonable control. This includes severe weather, traffic disruption, road closures, accidents, strikes, fire, flood, public emergencies, police or regulatory action, or equipment failure not caused by our negligence. In such cases we may rearrange the service, shorten it, or cancel it if performance is impossible or unsafe. We will act reasonably and communicate as soon as we can in the circumstances.

If you have a complaint about a Hornchurch Man and Van service, please raise it promptly so that it can be reviewed fairly. We may request supporting information, and we will consider the facts in a proportionate manner. Any agreement to resolve a complaint must be confirmed in writing unless both parties agree otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

Governing Law These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. By booking a service with us, you agree that these terms form the entire agreement between the parties in relation to the relevant booking, subject to any written variation agreed by both sides.