Waterloo Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Waterloo Man And Van provides vehicle, labour, and related moving services to customers. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any man and van Waterloo service, removal van hire, collection, delivery, or disposal job.

These terms are intended to be clear, fair, and legally enforceable under UK law. They apply to domestic, commercial, and light removals work unless a separate written agreement states otherwise. Any special instructions given by the customer must be provided in good time and confirmed in writing where possible. If there is any conflict between a written quotation and these terms, the written quotation will take priority to the extent of that conflict.

In these terms, references to “we”, “us”, and “our” mean Waterloo Man And Van, and references to “you” or “the customer” mean the person or business requesting the service. The words service, booking, and quotation cover any agreed arrangement for transport, loading, unloading, assembly assistance, waiting time, or waste-related work connected to a move or collection.

1. Booking Process

A booking is considered provisional until we have confirmed availability and the customer has accepted the quotation or estimate. Quotations may be based on information supplied by the customer, including item lists, access details, parking restrictions, floor level, and any special handling requirements. If the information later proves to be incomplete or inaccurate, we may revise the price, timings, or vehicle requirements accordingly. This applies to every Waterloo man and van service and related transport arrangement.

When you make a booking, you must provide accurate and complete details about the load, collection and delivery addresses, access conditions, and any items requiring extra care or specialist handling. You must tell us in advance about fragile items, heavy appliances, awkward furniture, or goods that may need disassembly. We are entitled to refuse or postpone work if the access conditions are unsafe, unlawful, or materially different from what was described at the time of booking.

Bookings may be made for a set time slot or as an arrival window, depending on the service agreed. Times are estimates unless expressly guaranteed in writing. Delays can occur due to traffic, prior jobs running over, weather, customer availability, or access problems. We will always try to keep you informed if our estimated arrival time changes. If you need us to wait at either end of the move, waiting time may be charged in accordance with the quotation or our standard rates.

2. Payments and Charges

Payment terms will be confirmed at the time of booking or in the quotation. Unless otherwise agreed, payment is due on completion of the service. We may require a deposit, part payment, or full advance payment for larger jobs, peak periods, repeat work, or where additional supplies or subcontracted support are needed. Accepted payment methods may vary and may include bank transfer, card payment, or other methods stated in the booking confirmation.

All prices quoted are based on the information supplied and on the assumptions stated in the quotation. If the job takes longer than planned, involves more items than declared, requires additional labour, or includes extra stops, then additional charges may apply. This includes situations where access is restricted, parking is unavailable, lifts are out of order, or the customer is not ready at the agreed time. Any reasonable extra costs incurred due to customer delay or inaccurate information may be added to the final invoice.

Unless expressly stated, quotations do not include third-party charges such as parking fees, congestion charges, tolls, permits, or disposal fees. Where such costs are necessary for the performance of the work, they may be recharged to the customer at cost or as otherwise agreed. If a payment is declined, reversed, or disputed without lawful reason, we may suspend further work, recover outstanding sums, and charge reasonable administrative costs where permitted by law.

Late payment may result in interest and recovery costs being added in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or other applicable UK legislation. Nothing in these terms affects your statutory rights as a consumer where those rights cannot lawfully be excluded or limited. If you believe an invoice contains an error, you should raise the issue promptly so it can be reviewed.

3. Cancellations, Rescheduling, and Customer Availability

You may cancel or reschedule a booking by giving us notice as early as possible. Cancellations made with reasonable notice may not incur a charge, but this depends on the type of booking and any costs already incurred. For short-notice cancellations, missed appointments, or where our team arrives and cannot complete the work because access is denied or the customer is absent, we may charge a cancellation fee or the minimum call-out charge.

Where a deposit has been paid, it may be non-refundable if the cancellation is made close to the scheduled date or if we have reserved resources specifically for your job. If we cancel a booking for reasons within our control, any deposit already paid for undelivered services will be refunded. If cancellation is caused by events outside our reasonable control, section 7 of these terms may apply.

It is your responsibility to ensure that someone authorised is present at both collection and delivery points, unless other arrangements have been agreed in advance. If we cannot gain access, cannot complete the move, or are forced to return at a later time because of customer delay, additional charges may apply. For a man and van service Waterloo appointment, punctual cooperation from the customer helps keep the booking efficient and avoids unnecessary costs.

4. Our Responsibilities and Liability

We will carry out services with reasonable care and skill. Our team will handle goods in a professional manner, load them securely where appropriate, and take reasonable steps to protect items from foreseeable damage. However, moving work involves physical handling, and minor scuffs, wear, or transit movement can occur despite proper care. We are not responsible for damage caused by poor packing, pre-existing faults, unstable furniture, hidden defects, or items not suitable for transport in their condition at the time of the move.

Unless otherwise agreed in writing, customers are responsible for packing, labelling, and preparing fragile or high-value items. If you ask us to pack or wrap items, we will do so using reasonable care, but you remain responsible for declaring any special fragility or value. We do not accept liability for loss or damage to items of exceptional value unless we have expressly agreed in writing to carry them and any necessary extra precautions or cover arrangements are in place.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our liability for loss or damage arising from a service will be limited to the lower of the amount paid for the specific job or any amount recoverable under our applicable insurance, where relevant and subject to policy terms. We will not be liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.

5. Waste Regulations and Disposal

If your booking includes removal of unwanted items, clearance work, or transport of waste, you must ensure that the waste is lawfully presented and accurately described. We will only handle waste in accordance with applicable UK waste regulations, including the duty of care requirements and any licensing obligations that apply to the work being performed. We may ask for details about the type of waste, the source of the waste, and whether any items contain hazardous or restricted materials.

You must not present for collection any waste that is unlawful, dangerous, contaminated, explosive, infectious, or requires specialist handling unless we have expressly agreed in writing and are legally permitted to carry it. This includes, but is not limited to, asbestos, chemicals, gas cylinders, certain batteries, medical waste, and items that may pose a risk to health or the environment. If prohibited waste is discovered after arrival, we may refuse to remove it and charge for wasted attendance where appropriate.

Where waste is transferred, you agree to provide accurate information and any necessary declarations so that the transfer can be handled lawfully. We may use authorised transfer stations, recycling routes, or disposal facilities as appropriate. If the waste has been misdescribed or mixed with non-compliant materials, any additional disposal costs, fines, or losses arising from the inaccurate description may be charged to you, to the extent permitted by law. You remain responsible for ensuring that the waste you present is lawful for collection.

6. Customer Obligations During the Service

You must ensure that the items to be moved are ready at the agreed time, that pathways and access routes are reasonably clear, and that parking arrangements are available or communicated in advance. You are responsible for protecting floors, walls, and surfaces if you consider extra coverings necessary beyond ordinary care. If disassembly or reassembly is requested, you must tell us about any special fittings, fixings, or fragile components before work begins.

If you ask us to move items that are heavy, awkward, or require lifting through restricted access, you acknowledge that additional manpower or equipment may be needed. We may decline to move an item if, in our reasonable opinion, the item is unsafe to handle, too large for the access route, likely to cause damage, or likely to breach safety rules. We reserve the right to stop work if the environment becomes unsafe for our staff, customers, or property.

You are also responsible for checking that no prohibited items are included in the load and that any personal documents, cash, jewellery, keys, passports, or irreplaceable valuables are kept separate and secured. While we will act carefully, we are not obliged to verify the contents of sealed boxes. For this reason, sealed containers are moved at the customer’s risk unless damage is caused by our negligence.

7. Delays, Force Majeure, and Service Interruptions

We shall not be liable for any delay or failure to perform our obligations where the delay or failure is caused by events outside our reasonable control. This may include severe weather, traffic disruption, accidents, road closures, vehicle breakdown, strikes, public emergencies, governmental action, power failures, or unavoidable supplier issues. In such cases, we will use reasonable efforts to continue the service or rearrange it within a practical timeframe.

If an event outside our control affects a booking, we may contact you to agree a revised schedule, alternative vehicle, or rescheduled date. If rescheduling is not possible, either party may cancel the affected part of the booking without penalty, except for any costs already reasonably incurred. We are not responsible for losses arising from such events beyond the extent required by law.

If a delay occurs because of your actions or omissions, including late arrival, incomplete information, or failure to provide access, we may treat the booking as ongoing and charge accordingly. This applies equally to any Waterloo man and van booking where the work cannot proceed on time due to avoidable customer-side issues. We will always aim to act fairly and keep additional charges proportionate.

8. Complaints, Notices, and General Legal Terms

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so the matter can be investigated. Where a problem concerns damage, missing items, or an incorrect charge, please provide relevant details and, where available, photographs or supporting information. We may ask to inspect the goods, packaging, or location in question before resolving the matter. Raising a complaint promptly helps both parties deal with issues fairly and efficiently.

Any notice under these terms should be given in writing, unless we agree otherwise. A notice is deemed received when it has been properly sent and acknowledged or when it would ordinarily be expected to arrive in the normal course of business. If any term of these conditions is found to be unlawful, invalid, or unenforceable, the remaining terms shall continue in full force and effect. No failure or delay by us in enforcing a right will operate as a waiver of that right.

We may update these terms from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed. These terms are intended to be read alongside any quotation, invoice, or written service confirmation, and together they form the basis of the contract between us and the customer for the relevant man and van arrangement.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any associated booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless the law requires otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions for Waterloo Man And Van.