These Terms and Conditions set out the basis on which Man and a Van Soho provides removal, transport, delivery and related services to customers in the United Kingdom. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These terms are designed to promote clarity, fairness and safe working practices for both parties. They apply to domestic and commercial jobs unless otherwise agreed in writing.

The expressions “we”, “us” and “our” refer to Man and a Van Soho. The expressions “you” and “customer” refer to the person, business or organisation booking the service. A booking may include one or more of the following: item collection, furniture transport, small removals, loading and unloading assistance, waiting time, and disposal of items where permitted by law. These terms should be read alongside any written quotation, booking confirmation or job-specific instructions.

We reserve the right to amend these terms from time to time. Any changes will apply to future bookings only unless required by law or specifically agreed otherwise. The version in force at the time of booking will generally govern that booking. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Booking Process

All bookings are subject to availability and may be accepted only once we have confirmed the job details. A request for a service does not itself create a binding contract. The customer must provide accurate and complete information at the time of booking, including collection and delivery addresses, access details, floor levels, parking restrictions, item descriptions, estimated volume, and any special handling requirements.

We may provide a quotation based on the information supplied. If the job differs materially from the description given at the time of quotation, we may revise the price, alter the vehicle size, amend the crew requirement, or decline to proceed if the service cannot safely or reasonably be delivered. Man and Van Soho relies on the accuracy of the information provided, and any extra cost arising from incorrect or incomplete information may be charged to the customer.

Bookings may be made by phone, email or other approved means, and a booking is only confirmed once we have accepted the request and, where applicable, received any deposit or prepayment. The customer is responsible for ensuring that the booked time, date and service details are correct. If access is restricted, the customer should notify us in advance so that suitable arrangements can be considered.

Services, Access and Customer Responsibilities

The customer must ensure that the goods to be moved are suitable for transport and that any fragile, hazardous or high-value items are declared before the job begins. We may refuse to move items that are unlawful, unsafe, excessively heavy without specialist equipment, or likely to cause damage to our vehicle, our staff or third-party property. Unless expressly agreed, we do not provide packing services, dismantling, reassembly, specialist installation, or the handling of live animals, perishable goods, cash, jewellery, deeds or irreplaceable items.

You must ensure that safe access is available at both collection and delivery locations. This includes arranging parking where necessary, providing permits if required, and securing access to lifts, service entrances or loading bays where relevant. If our team is unable to access the property or complete the job due to circumstances outside our control, waiting time, aborted attendance fees or additional charges may apply. We may also charge for delays caused by the customer or by third parties acting on the customer’s behalf.

The customer is expected to be present, or to nominate an authorised representative, at the start and end of the service unless we have agreed otherwise. That person must be able to confirm job details, sign relevant paperwork where required, and make decisions about the placement of items. Any instructions given by an authorised representative will be treated as instructions from the customer.

Payments and Charges

Prices may be quoted as fixed fees, hourly rates, or a combination of both. Any quotation is based on the service scope provided and may exclude extras such as congestion-related delays, parking costs, ferry charges, tolls, specialist handling, disposal fees, storage, long carries, stairs, waiting time, or additional labour. Unless stated otherwise, all prices are shown in pounds sterling and may be subject to VAT where applicable.

Payment terms will be confirmed during booking. We may require a deposit, advance payment or full payment before commencement of the job. Where payment is due on completion, it must be made immediately once the service is finished unless we agree otherwise in writing. We accept the payment methods made available at the time of booking. The customer must ensure that sufficient cleared funds are available.

Late or overdue payments may result in administrative charges, recovery costs or interest to the maximum extent allowed by law. If the customer disputes any part of an invoice, they must notify us promptly and still pay the undisputed amount by the due date. Any promotional discount, if offered, is valid only for the stated booking and may not be transferred or combined unless we expressly agree.

Cancellations, Amendments and No-Show Policy

We understand that plans can change, but cancellations and amendments must be notified as early as possible. If the customer cancels a booking, charges may apply depending on the notice period, the time reserved, and any costs already incurred. Deposits may be non-refundable where we have reserved time, staff or vehicles specifically for the booking, subject always to consumer law where applicable.

If the customer wishes to change the booking date, time, service scope or address, we will try to accommodate the request, but changes are subject to availability and may affect the price. An amendment is not confirmed until we have accepted it. If the revised job requires different resources, additional charges may be applied. Man and a Van Soho is not responsible for losses caused by changes we could not reasonably accommodate.

If the customer or their representative is not present at the agreed start time and we are unable to proceed within a reasonable waiting period, we may treat the booking as a cancellation or no-show. In such cases, a call-out fee, waiting fee, or the full booked amount may be charged, depending on the circumstances. We may also terminate the job if delays make completion impractical or unsafe.

Liability and Limitations

We will carry out our services with reasonable care and skill. However, removals and transport work inherently involve some risk, and the customer accepts that minor scuffs, marks or incidental damage may occur when moving bulky items through tight spaces, stairways or shared access areas. We will not be liable for damage caused by items that were unstable, improperly packed, improperly secured or not disclosed as fragile or hazardous.

Our liability for loss or damage will be limited to the direct loss suffered by the customer and, where lawful, to the reasonable repair or replacement cost of the affected item, taking account of age, condition and depreciation. We will not be liable for indirect or consequential losses, including loss of profits, loss of use, business interruption, emotional distress or missed appointments, except where such exclusion is prohibited by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If an incident occurs, the customer must notify us as soon as reasonably possible and provide evidence of the issue. We may require photographs, receipts, valuation evidence or other reasonable documentation before considering any claim.

Waste Regulations and Disposal of Items

Where we provide disposal or clearance-related services, the customer agrees that any waste handed to us is lawful to collect and dispose of. The customer must not present hazardous waste, clinical waste, asbestos, chemicals, oils, gas bottles, batteries, pressurised containers or other regulated materials unless we have expressly agreed in writing and hold the necessary permissions or arrangements. We may refuse to handle any waste that we consider unsafe, unlawful or unsuitable.

The customer is responsible for telling us whether items are to be reused, donated, recycled or discarded. If items are taken for disposal, ownership transfers to us only when permitted by law and only after the customer has clearly indicated that the items are unwanted. The customer confirms that they have the right to transfer possession of such items and that no third-party consent is required. Mixed loads may be sorted in accordance with applicable waste rules and operational requirements.

We aim to comply with relevant UK waste management laws, carrier obligations and duty-of-care principles. This may include keeping records of waste transfer, using authorised facilities, and disposing of materials appropriately. If the customer has failed to disclose prohibited waste or special handling requirements, they will be responsible for any resulting loss, contamination, additional charges, fines or costs incurred by us as a result of that non-disclosure.

Delayed Work, Aborted Jobs and Force Majeure

In the middle of any job, unforeseen issues may arise, including traffic disruption, access problems, adverse weather, vehicle faults, or site restrictions. Where such matters are outside our reasonable control, we may adjust timings, pause the job, substitute equipment or reschedule completion. We will use reasonable efforts to minimise disruption, but we do not guarantee arrival or completion times unless a specific guarantee has been expressly agreed in writing.

If the work is interrupted because of circumstances attributable to the customer, we may charge for time already spent, waiting time, attempted loading, and any additional resources required to finish the booking later. If it becomes impossible to continue safely or lawfully, the job may be stopped and the customer will still be liable for the completed portion of the service and any reasonable abortive costs.

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, accidents, road closures, strikes, civil disorder, illness, government action, power failures or sudden operational interruptions. If a force majeure event affects the booking, we may cancel, postpone or rearrange the service without liability for any resulting indirect loss.

Customer Property, Storage and Uncollected Items

The customer must ensure that any items left in our care are clearly identified and that any special instructions are given in advance. We do not provide long-term storage unless expressly agreed. If items are left behind, delayed, or uncollected after completion of the booked service, we may notify the customer and request prompt collection or delivery arrangements. Reasonable storage or administration charges may apply where permitted by law.

If the customer fails to collect or respond regarding items within a reasonable time, we may take further steps in accordance with our rights and obligations, including disposal, transfer, or recovery of costs, provided this is lawful and reasonable in the circumstances. We will take care of property in our possession, but we are not responsible for loss resulting from an item’s inherent fragility, pre-existing damage, or insufficient packaging.

The customer should remove personal data from any electronic device, storage medium or document before handing it over. We accept no responsibility for data loss, data recovery, or confidentiality issues arising from the transfer of such items unless we have specifically agreed otherwise in writing. The customer remains responsible for backing up important information before the booking.

Insurance, Complaints and General Provisions

We may hold insurance appropriate to the nature of the services provided, but insurance does not extend our liability beyond these terms. The existence of insurance should not be interpreted as a guarantee of compensation for every loss. Claims are assessed on the facts, subject to proof, applicable law and the limitations set out above.

If the customer wishes to raise a complaint, they should do so promptly and provide full details of the issue, including dates, times, item descriptions and supporting evidence. We will review complaints in a fair and reasonable manner and may request further information before responding. Any complaint procedure is intended to resolve matters efficiently and does not affect the customer’s statutory rights.

These terms constitute the entire agreement between the parties in relation to the booked service and supersede prior discussions, unless otherwise agreed in writing. No person other than the customer and us shall have any rights under these terms. If we do not enforce a right at any time, that does not mean we waive it. Headings are for convenience only and do not affect interpretation.

Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales, unless consumer law or another mandatory legal rule provides otherwise.

By proceeding with a booking, the customer confirms acceptance of these terms on behalf of themselves and, where applicable, any business or organisation they represent. These terms are intended to support a professional, lawful and transparent service for every Man and a Van Soho booking while ensuring that rights and responsibilities are clearly understood.

The customer acknowledges that they are responsible for reviewing any job-specific terms shown in the quotation or booking confirmation. Where there is a conflict between these general terms and a written job-specific agreement, the job-specific agreement will take precedence to the extent of that conflict. We reserve all rights not expressly granted in these terms.