Merton Man And Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Merton Man And Van provides removal, delivery, transportation, and related man and van services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. They are designed to create a clear agreement on the scope of work, pricing, payments, cancellations, liability, waste handling, and legal responsibility. In these Terms, references to “we”, “us”, and “our” mean Merton Man And Van, and references to “you” or “the customer” mean the person or business requesting the service.

Our man and van service terms apply to all bookings, whether made for a single item move, full or partial house move, office relocation, furniture transport, or light clearance work. Unless we agree otherwise in writing, these Terms take priority over any customer-provided wording, purchase order, or informal communication. Any variation must be confirmed by us in writing. We may update these Terms from time to time, and the version in force at the time of booking will apply to that job.

These Terms are intended to be fair and practical. They should be read carefully before confirming any booking. If you are arranging a removal van service for someone else, or if you act on behalf of a business or landlord, you are responsible for ensuring that the person or organisation receiving the service understands the relevant obligations, including access arrangements, item descriptions, and payment responsibility.

1. Booking Process
Bookings may be requested by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and provided confirmation, which may include the agreed date, approximate arrival time, service type, estimated duration, and any stated charges or conditions. A quote, estimate, or availability indication is not a binding acceptance until we confirm the booking.

When requesting a booking, you must provide accurate and complete information, including the collection and delivery addresses, access details, floor levels, parking restrictions, presence of lifts, item dimensions, whether dismantling or reassembly is required, and any special handling needs. If the actual work differs materially from the information supplied, we may revise the price, timing, staffing, or vehicle size. For a man and van booking, small inaccuracies can affect the ability to complete the service safely and on time.

We may refuse or cancel a booking if we believe the service requested is unsafe, unlawful, impractical, beyond our reasonable capabilities, or otherwise unsuitable. We may also ask for photographs, inventories, or additional details before confirming the job. Where we accept a booking subject to conditions, those conditions form part of the agreement. It is your responsibility to ensure that someone authorised is present at collection and delivery points, unless we have agreed unattended collection or delivery in writing.

2. Prices, Estimates, and Payment
Our prices may be based on an hourly rate, fixed fee, minimum charge, mileage, job type, or a combination of these. Any estimate is based on the information available at the time and may change if the job takes longer, requires additional labour, involves difficult access, exceeds the stated load, or includes services not originally quoted. Waiting time, parking charges, congestion charges, tolls, and other unavoidable expenses may be added where applicable and where this has been agreed or is reasonably necessary to complete the work.

Unless agreed otherwise, payment is due on completion of the service or immediately before unloading, and we may require full or partial payment in advance for certain bookings. We accept payment by the methods notified at the time of booking. All prices are stated inclusive or exclusive of VAT depending on the relevant legal position and will be made clear where applicable. If a van and man service is booked for business purposes, the customer remains liable for payment even where invoicing arrangements are made with a third party, unless we have agreed in writing to look to that third party for payment.

You must ensure that payment details are valid and that sufficient funds are available. If payment is overdue, we may charge interest and recovery costs to the extent permitted by law. We may also suspend or refuse future services until all outstanding amounts are settled. Where a job is cancelled late, where the vehicle is turned away, or where the service cannot be completed because of inaccurate information, failed access, or lack of readiness, we may charge a cancellation or abortive attendance fee reflecting time spent and costs incurred.

3. Customer Responsibilities
You are responsible for ensuring that all items are correctly packed, labelled, secured, and suitable for transport unless we have expressly agreed to provide packing services. Fragile, high-value, loose, or irregularly shaped items should be clearly identified in advance. We are not responsible for hidden defects in packaging, insufficient wrapping, pre-existing damage, or items that are not fit for transit. If we assist with loading or unloading, you acknowledge that some risk of minor scuffs or movement-related wear may arise during normal handling.

You must obtain any permissions required for parking, access, or use of common areas. If the vehicle cannot park safely or legally close enough to the property, additional carrying distances, time, or charges may apply. You must also ensure that the premises are safe for our staff, including adequate lighting, stable flooring, and a reasonable working environment. We may decline to continue work where we consider there is a risk to health and safety, in which case the customer remains responsible for charges already incurred.

If you ask us to move goods that are unusually heavy, dangerous, valuable, or sensitive, you must tell us before the booking is accepted. This includes antiques, glass, pianos, artwork, IT equipment, appliances, and items with hidden contents. Our Merton van and man team may require extra labour, equipment, or specialist arrangements for such items. Where the customer instructs us to proceed against our advice, that instruction is at the customer’s risk, except for liability that cannot legally be excluded.

4. Cancellations and Amendments
You may request to reschedule or cancel a booking, but any charges depend on how much notice is given and whether we have already incurred costs. If you cancel with sufficient notice, we may waive the fee at our discretion. If you cancel at short notice, especially on the day of the booking or after our team has departed, we may charge a percentage of the quoted price or the full minimum charge where permitted by law. This reflects the loss of available work and resources already reserved for you.

Where a deposit has been paid, it may be retained against cancellation charges or other sums due. If we need to amend a booking because of staff illness, vehicle unavailability, severe traffic disruption, adverse weather, or other events outside our control, we will aim to offer a reasonable alternative time or date. We are not liable for inconvenience caused by such changes, provided we act reasonably. However, if we are unable to perform the service entirely, any unused prepayment will normally be refunded, less any non-recoverable costs where lawful.

We may cancel or postpone a job if you fail to provide access, do not respond to our arrival, provide misleading information, or if the site is unsafe or unsuitable. In those cases, you may still be charged for travel, waiting, labour, or other reasonable costs. A house move terms booking may require stricter timing coordination than a standard delivery, so it is especially important that all parties are ready at the agreed time and that any change requests are communicated promptly.

5. Liability and Damage
We will exercise reasonable care and skill in performing the service. 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 lawfully be excluded under UK law. Subject to that, our responsibility for loss or damage is limited as set out below. We are not liable for indirect or consequential loss, loss of profit, loss of business, or loss arising from delays beyond our control.

For items handled by us, any claim for damage must be notified as soon as reasonably possible and in any event within 24 hours of delivery, with supporting photographs and a description of the issue. Where we are responsible, we may repair, replace, or compensate at our discretion, taking account of age, condition, and depreciation. We are not liable for pre-existing marks, scratches, or weaknesses, nor for damage caused by unsuitable packaging, structural defects, or contents shifting inside boxes, cabinets, or appliances during transit.

Unless otherwise agreed in writing, we do not accept responsibility for dismantling or reassembling items that are not reasonably designed for such work. We are not responsible for securing doors, windows, plumbing, gas fittings, or electrical connections unless specifically included in the job scope and carried out by a suitably qualified person where required. Customers should not rely on verbal assurances that go beyond the agreed service description. Any additional services must be confirmed and may attract extra charges.

6. Waste Regulations and Prohibited Items
If the service includes removal of waste, clearance items, or unwanted materials, the customer must ensure that the materials are described accurately and lawfully. We may transport waste only in accordance with applicable UK waste regulations and only where the collection has been agreed as part of the service. You must not place prohibited, hazardous, or illegal items in the load unless we have expressly agreed and are legally able to handle them. This includes, without limitation, chemicals, asbestos, clinical waste, pressurised containers, explosives, firearms, and any item requiring a specialist licence or treatment.

If goods are being disposed of, you confirm that you have the right to authorise their removal and that they are not stolen, unlawfully stored, or subject to dispute. Where a waste transfer note, receipt, or similar record is required, we may provide it in accordance with legal obligations and the details supplied by the customer. You must cooperate with any lawful request for information about the origin, nature, and destination of waste. We may refuse to take any item that we believe is unsafe, unlawful, contaminated, or unsuitable for transport or disposal.

For clarity, our removal service terms do not permit fly-tipping, illegal dumping, or misdescription of waste to avoid regulatory duties. If a customer misrepresents waste as reusable goods, or leaves prohibited items among general loads, the customer remains responsible for any losses, fines, claims, or regulatory consequences arising from that misrepresentation, except where caused by our own negligence. We may end the booking immediately if we discover that the load includes items we cannot lawfully carry.

7. Delay, Force Majeure, and Access Issues
We will use reasonable efforts to arrive within the estimated time window, but any time given is approximate unless expressly guaranteed in writing. Delays can occur because of traffic, weather, road closures, vehicle breakdown, loading complications, or circumstances outside our reasonable control. We are not liable for delay unless it is caused by our negligence and directly results in a recoverable loss under these Terms.

If access is restricted, the load is larger than stated, or the customer is not ready when we arrive, we may need to wait, reschedule, reduce the scope, or charge additional time. If a lift is unavailable, if stairs are more extensive than described, or if a property cannot be accessed safely, we may ask for revised instructions or decline to continue. Where practical, we will work with you to complete the booking, but safety and lawful operation take priority over speed.

If an event beyond our control prevents or delays performance, including severe weather, fire, accident, civil disturbance, industrial action, or acts of public authority, neither party will be liable for failure to perform during the event. Any affected obligations will be suspended for the duration of the event, and we may cancel the booking if it remains impossible to proceed within a reasonable time. Payments already made may be dealt with fairly according to the work completed and costs incurred.

8. Governing Law and General Provisions
These Terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless the customer is based in Scotland or Northern Ireland and mandatory consumer or statutory rules provide otherwise. If any part of these Terms is found unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

No person other than the customer and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, unless we agree otherwise in writing. Failure to enforce any right on one occasion does not waive that right in the future. Headings are for convenience only and do not affect interpretation. These Terms are intended to operate alongside any written quote or job confirmation, and if there is a direct conflict, the written confirmation will prevail to the extent of that conflict.

By placing a booking with Merton Man And Van, you confirm that you have read, understood, and accepted these service conditions. They are designed to support a clear, professional, and lawful service relationship for customers using our UK man and van terms. If you proceed with a booking, you agree that the description of the service, the price basis, and all applicable responsibilities will be determined by these Terms and the booking confirmation issued for your job.