Terms and Conditions

Acton Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Acton Man and Van provides man and van and associated removal services. By placing a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

These terms apply to all services provided to private and business customers for moves, deliveries, collections, furniture transport, and related services within our normal service area and for any journeys that start or end there.

Definitions

In these Terms and Conditions the following words have the meanings given:

Customer means the person, company, or organisation that books or pays for the services.

We, Us, Our means Acton Man and Van, the provider of the man and van and removal services.

Services means any removal, transport, loading, unloading, packing, or related services we agree to provide.

Goods means all items, furniture, possessions, and property in respect of which we provide the services.

Booking means a confirmed agreement for us to provide services on a specified date and time, whether made online, in writing, or verbally.

Scope of Services

We provide man and van and removal services for domestic and commercial customers, including but not limited to local moves, item collection and delivery, and small-scale relocation within our operating area and to or from surrounding locations.

The exact scope of services for each job, including the number of personnel and vehicles supplied, will be confirmed at the time of booking. Any services not expressly agreed and confirmed may be refused or may incur additional charges.

Booking Process

You may request a quotation by providing details of the addresses, access conditions, size and quantity of goods, special handling requirements, and preferred dates and times. Quotations are based on the information you provide. If that information is inaccurate or incomplete, we may revise the quotation or apply additional charges.

A booking is only confirmed once we have accepted your request and you have accepted our quote and any stated terms regarding deposit and payment. We may decline a booking at our discretion, including where we reasonably believe the work cannot be carried out safely, legally, or within the requested timescales.

You are responsible for ensuring that all details provided at the time of booking are correct, including addresses, postcodes, access restrictions, parking availability, floor levels, lift availability, and the nature and volume of the goods. Any change to these details must be communicated to us as soon as possible before the scheduled service.

Access, Parking, and Customer Responsibilities

You must ensure suitable access and parking for our vehicle at all relevant addresses. Any permits or parking arrangements required are your responsibility unless otherwise agreed in writing. Time spent locating parking, obtaining permits, or moving the vehicle due to restrictions may be charged as part of the service time.

You must be present, or represented by an authorised person, at pick-up and delivery addresses for the duration of the service, unless we agree otherwise in advance. That person must be able to provide instructions, confirm the items to be moved, and sign job sheets or other acknowledgements as required.

It is your responsibility to ensure that goods are properly packed and prepared for transport, unless you have specifically booked a packing service. Fragile items, valuables, and items of special value should be clearly identified to our team before loading.

Quotations and Pricing

Our quotations may be based on hourly rates, fixed prices, or a combination, as indicated at the time of booking. Quotations are normally provided subject to a maximum time or scope based on the information supplied. If the job takes longer due to circumstances beyond our reasonable control, or because the volume of goods or work required is greater than described, additional charges may apply.

Our prices may take into account factors such as travel distance, congestion, tolls, parking costs, number of personnel required, size of vehicle, and the nature of the items. Unless expressly stated, quoted prices do not include the cost of packing materials, parking fees, tolls, or disposal charges.

We reserve the right to adjust our rates from time to time. The rate applicable to your booking will be the rate agreed at the time the booking is confirmed, subject to any changes you subsequently request.

Payments and Deposits

We may require a deposit to secure your booking, particularly for larger or longer-distance jobs. The deposit amount and due date will be specified at the time of booking. Deposits are usually non-refundable except as set out in the cancellation section below.

Unless agreed otherwise, payment for the services is due immediately upon completion of the job, or in some cases prior to commencement. We may refuse to unload goods or complete the service until full payment has been received.

We reserve the right to charge interest on overdue sums at the statutory rate from the due date until the date payment is received in full. We may also recover any costs incurred in pursuing late payments, including collection agency and legal fees.

Cancellations and Changes by the Customer

If you wish to cancel or change your booking, you must notify us as soon as possible. Cancellations may be subject to charges depending on the notice period:

If you cancel more than 7 days before the scheduled service date, any deposit paid may be refunded or transferred to a new date at our discretion.

If you cancel between 7 days and 48 hours before the scheduled service date, we may retain part or all of any deposit to cover administration and loss of booking time.

If you cancel less than 48 hours before the scheduled start time, or fail to be present when the team arrives, you may be charged up to the full quoted price.

Requests to change the date, time, or scope of the service are subject to availability and may result in a revised quotation. If we cannot accommodate the change, the original booking and any cancellation terms will remain in effect.

Cancellations and Changes by Us

We will use reasonable efforts to carry out your booking as confirmed. However, we may cancel or reschedule in circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, accidents, staff illness, or legal or safety issues preventing us from working.

In such cases, we will inform you as soon as practicable and offer an alternative date or, if not possible, a refund of any deposit or prepayment received for the affected booking. We will not be liable for any consequential loss or costs you incur as a result of such cancellation or rescheduling.

Liability for Loss or Damage

We will take reasonable care of your goods while they are in our possession and during loading, transport, and unloading. However, our liability is subject to the limitations set out in this section.

We will not be liable for loss or damage arising from your failure to properly pack goods, your failure to disclose items of special value or fragility, or your failure to inform us of relevant risks such as weak structures, loose fittings, or restricted access.

We will not be liable for damage to goods where such damage arises from normal handling of items that are inherently fragile, poorly constructed, or already damaged, including but not limited to flat-pack furniture not designed to be moved assembled, or items with existing defects.

Any apparent loss or damage must be reported to us as soon as reasonably possible, and in any event within 48 hours of completion of the service. You must provide reasonable evidence and details of the issue. We may inspect the items or request further information before considering any remedy.

Our total liability for loss of or damage to goods, whether arising in contract, tort, or otherwise, shall not exceed a reasonable replacement value for the affected items, subject to any limits agreed with you before the service begins. We will not be liable for indirect or consequential losses, loss of profits, loss of business, or loss of opportunity arising from or in connection with our services.

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be limited or excluded.

Items We Do Not Accept or Move

We do not accept or move certain types of goods, including but not limited to:

Hazardous materials, flammable or explosive items, gas cylinders, chemicals, or waste that requires specialist handling.

Illegal items or goods obtained unlawfully.

Live animals, plants that require special environmental conditions, or perishable food items likely to spoil.

Any item that we reasonably believe may pose a health and safety risk to our team, the public, or property.

If such items are presented for transport without our knowledge, we may remove them from the vehicle, decline to move them, or terminate the service, and you may be charged for any associated costs or delays.

Waste Regulations and Disposal

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal company and will not remove household refuse, builders rubbish, or other waste unless this has been specifically agreed and quoted for in advance.

Where we agree to remove unwanted items or waste, any disposal will be carried out in line with the relevant regulations. Additional charges may apply based on the type and weight of the material, tipping fees, and any necessary documentation.

You are responsible for accurately describing any items to be disposed of, including whether they contain hazardous components such as electrical equipment, paints, solvents, or chemicals. We may refuse to take items that cannot legally or safely be transported or disposed of under normal arrangements.

Customer Packing and Protection

Unless you have booked a packing service, it is your responsibility to pack and protect your goods. Boxes should be sturdy and appropriately filled, and fragile items should be wrapped and clearly labelled. We may refuse to move items that are inadequately packed or pose a risk to our team or to other goods.

We will take reasonable care in handling your packed goods, but we are not responsible for damage arising from poor packing or unsuitable containers provided by you.

Delays and Waiting Time

We will make reasonable efforts to arrive at the agreed start time, but arrival times are estimates and may be affected by traffic, roadworks, or other causes beyond our control. We are not liable for delays caused by such circumstances.

If our team is kept waiting or unable to commence work due to your actions or omissions, including lack of access, waiting for keys, or goods not being ready, we may charge for waiting time at our standard hourly rates.

Insurance

We maintain insurance appropriate for our operations. Details of our insurance cover can be provided on request. Our liability to you remains limited in accordance with these Terms and Conditions, regardless of any insurance we may hold.

Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should raise the issue as soon as possible with the team on site, or shortly after completion of the job. Many issues can be resolved quickly at this stage.

If a matter cannot be resolved informally, you may submit a written complaint setting out the details. We will review your complaint, request any further information we reasonably need, and provide a response within a reasonable timeframe.

Privacy and Data

We will collect and use your personal data only as necessary to provide our services, manage your booking, take payment, and communicate with you. We take reasonable steps to protect personal information and will not sell your details to third parties.

We may retain records of bookings and communications for legal, accounting, and operational reasons for a reasonable period.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.

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.

Amendments to These Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. Any significant changes will normally be published on our legal or terms page and will apply to future bookings only.

By confirming a booking or allowing the services to commence, you confirm that you have read, understood, and agree to these Terms and Conditions.