Terms and Conditions
Waterloo Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Waterloo Man and Van provides removal, transport and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions the following words have the meanings set out below.
Agreement means the contract between you and Waterloo Man and Van for the provision of services, comprising these Terms and Conditions and the details confirmed in your booking confirmation.
Services means any man and van, removal, collection, delivery, loading, unloading, packing, or related services provided by us.
Vehicle means any van or other vehicle used by us to carry out the services.
Goods means the items and personal property that you ask us to move, transport, handle or store.
We, us, our means Waterloo Man and Van.
You, your means the customer who books or uses our services, including any person acting on your behalf.
2. Scope of Services
We provide man and van and removal services for residential and commercial customers. Unless expressly agreed in writing, our services are limited to the collection, transportation and delivery of goods and any other tasks specified in the booking confirmation, such as loading, unloading or basic packing assistance.
We do not undertake specialist removal services such as the disconnection or reconnection of appliances, dismantling or assembly of complex furniture, or handling of high-value, fragile, hazardous, or regulated items unless explicitly agreed prior to booking and confirmed in writing.
3. Booking Process
3.1 You may request a quotation by providing accurate details of the required services, including collection and delivery addresses, access restrictions, dates and times, the nature and approximate volume of the goods, and any special requirements.
3.2 Quotations are based on the information you provide. If information is incomplete or inaccurate, the quotation may not be valid and additional charges may apply at our standard rates.
3.3 A booking is only confirmed when we have accepted your request and you have received a booking confirmation setting out the agreed date, time window, services, and charges. We reserve the right to refuse any booking request at our discretion.
3.4 You are responsible for checking that the details in the booking confirmation are correct. If any information is inaccurate you must notify us as soon as possible so that we can amend the booking where feasible.
3.5 Any estimated time for completion of the services is given in good faith but is not guaranteed. The timing of the service may be affected by factors outside our reasonable control such as traffic, parking, weather, or access issues.
4. Service Area
Our services are principally operated in and around the Waterloo area and wider local districts. We may also undertake journeys to and from other locations, subject to availability and agreement at the time of booking.
Additional charges may apply for longer distance travel, congestion or clean air zones, tolls, parking fees, or other area-related costs incurred in delivering the services.
5. Customer Obligations
5.1 You must ensure that adequate and lawful parking is available for the vehicle at both collection and delivery points. Any parking charges, fines or penalties that arise as a result of your instructions or failure to arrange suitable parking may be charged to you.
5.2 You are responsible for ensuring that there is safe, clear and reasonable access to the premises, including any lifts, stairways, corridors and doorways, and that the goods can be safely moved without risk to our staff, the vehicle, property or third parties.
5.3 Goods must be properly packed and prepared for transport. Loose or unboxed items, fragile goods, and breakables should be suitably protected and clearly labelled. We accept no responsibility for damage arising from inadequate packing that was your responsibility.
5.4 You warrant that the goods do not include any items that are hazardous, illegal, explosive, corrosive, flammable, perishable, or otherwise unsuitable for transport. You must notify us in advance if you intend to move any unusually heavy, bulky or delicate items so that we can assess feasibility and any extra charges.
5.5 You must be present or represented at the collection and delivery addresses to direct the placement of items and sign to acknowledge completion. If you or your representative are not present, we may unload the goods at the most reasonable location and will not be liable for any loss, damage or costs arising from this.
6. Payments and Charges
6.1 Our charges may be based on an hourly rate, a fixed price quote, or a combination of both, as set out in your booking confirmation.
6.2 Unless otherwise agreed in writing, payment is due on completion of the services on the day of the move. We reserve the right to require part or full payment in advance, particularly for larger or longer distance moves.
6.3 If additional services are requested on the day, or if the work takes longer than estimated due to circumstances not disclosed at the time of booking, we may charge for the extra time, labour, or mileage at our standard rates.
6.4 If payment is not made when due, we may charge interest on the overdue amount at the statutory rate, and we may withhold delivery of the goods or retain them until full payment is received.
6.5 All prices quoted are exclusive of any government taxes or charges that may apply unless expressly stated otherwise.
7. Cancellations and Changes
7.1 You may cancel or amend your booking by giving us notice as early as possible. Because we reserve staff and vehicles for your booking, cancellation charges may apply.
7.2 If you cancel more than 48 hours before the scheduled start time, no cancellation fee will normally be charged. If you cancel within 24 to 48 hours of the start time, we may charge up to 50 percent of the agreed price. If you cancel within 24 hours, we may charge up to 100 percent of the agreed price, particularly where we are unlikely to replace the booking.
7.3 If you wish to change the date, time, or scope of the services, this is subject to our availability and may result in revised charges. We are under no obligation to accept changes where it is not reasonably practicable.
7.4 We may cancel or postpone the services if events occur that are beyond our reasonable control, including extreme weather, vehicle breakdown, staff illness, accidents, road closures or other operational issues. In such cases we will aim to reschedule the services as soon as reasonably possible, and our liability will be limited to any prepayments you have made for services not delivered.
8. Loading, Unloading and Handling
8.1 Unless otherwise agreed, our staff will load and unload the goods into and from the vehicle. You must ensure that the goods are ready to be moved and that there are no delays caused by incomplete packing or lack of access.
8.2 If you or your representatives assist with loading or unloading, you do so at your own risk. We will not be liable for injuries to persons not employed by us or for damage caused by your handling of goods.
8.3 We reserve the right to refuse to move any item that we reasonably consider to be unsafe to handle, likely to cause damage to the vehicle, premises, or other goods, or otherwise unsuitable for transport.
9. Waste and Rubbish Regulations
9.1 We are a removal service and not a waste disposal contractor. We do not transport or dispose of household waste, builder's rubble, controlled waste, or any items classified as waste under applicable regulations, unless specifically agreed and compliant with all legal requirements.
9.2 You are responsible for ensuring that goods presented for removal are not mixed with waste or prohibited items. If we reasonably believe that items constitute waste, we may refuse to carry them.
9.3 Where removal of unwanted items has been agreed, you confirm that you have the right to dispose of those items and that they do not fall within any restricted or hazardous category. Any disposal will be undertaken in accordance with relevant waste regulations, and additional charges may apply for transport, handling, or lawful disposal.
9.4 We will not be liable for any fines, penalties, or legal consequences arising from your failure to comply with waste legislation or from misrepresenting the nature of items as non-waste.
10. Our Liability
10.1 We will exercise reasonable care and skill in providing the services. Our liability for loss or damage to goods or property arising from our negligence or breach of contract is subject to the limitations in this clause.
10.2 We are not liable for any loss or damage that arises from your breach of these terms, including inadequate packing, incorrect information, lack of access, unsafe conditions, or the inclusion of prohibited, hazardous or fragile items that you did not disclose.
10.3 We will not be liable for loss or damage that is not reasonably foreseeable at the time of the booking, for purely economic loss such as loss of profits or business, or for consequential or indirect losses.
10.4 Our total liability for loss of or damage to goods, property or premises, whether arising in contract, tort or otherwise, shall not exceed the value of the goods being moved or a reasonable estimate thereof, or a sum proportionate to the charges paid for the services, whichever is lower, unless a higher limit is expressly agreed by us in writing before the services commence.
10.5 We will not be liable for loss or damage caused by wear and tear, pre-existing defects, insufficiently robust furniture, or the normal risks of moving, such as minor scratches, scuffs or marks where reasonable care has been exercised.
10.6 We do not accept responsibility for the internal workings of electrical or mechanical items such as appliances, computers, televisions or similar equipment, unless there is clear evidence of external damage caused by our negligence.
10.7 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
11. Claims and Complaints
11.1 You must inspect the goods and premises as soon as reasonably possible after completion of the services. If you believe that loss or damage has occurred, you must notify us promptly and in any event within 48 hours of completion.
11.2 Any claim should include a clear description of the alleged loss or damage, evidence such as photographs, and proof of value where relevant. Failure to notify us within a reasonable time may affect our ability to investigate the claim and may reduce or extinguish any liability we may have.
11.3 We will investigate all complaints in good faith and may request further information from you. Where appropriate we may offer repair, replacement, or a reasonable financial settlement in full and final resolution of the matter.
12. Insurance
12.1 We maintain insurance policies appropriate for our business. However, the existence of our insurance does not extend or increase our liability beyond the limits set out in these Terms and Conditions.
12.2 You are encouraged to obtain your own insurance cover for high-value or particularly fragile items, as our standard liability limits may not reflect the full replacement value of your goods.
13. Delays and Force Majeure
13.1 We will make reasonable efforts to arrive and complete the services at the agreed times, but we are not responsible for delays caused by events beyond our reasonable control, including but not limited to traffic congestion, road closures, accidents, severe weather, civil unrest, or public transport disruption affecting our staff.
13.2 In circumstances of force majeure we may suspend or terminate the services without liability, other than to refund any amounts paid for services not provided.
14. Data Protection and Privacy
14.1 We will collect and use your personal information only as necessary to manage your booking, provide the services, handle payments, and deal with any queries or claims.
14.2 We will take reasonable steps to keep your information secure and will not share it with third parties except where required to perform the contract, comply with legal obligations, or with your consent.
15. General Provisions
15.1 The Agreement comprises these Terms and Conditions and the booking confirmation. Any other terms, conditions or representations are excluded unless expressly agreed in writing by us.
15.2 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
15.3 You may not assign or transfer your rights or obligations under the Agreement without our prior written consent. We may assign or subcontract some or all of our obligations where appropriate, provided that this does not materially reduce the level of service.
15.4 Any failure or delay by us in enforcing any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
16. Governing Law and Jurisdiction
16.1 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.
16.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
By confirming a booking or using our services you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
