Terms and Conditions

Merton Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Merton Man and Van provides man and van, removal, collection, delivery and related services within the United Kingdom. By booking our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 Customer means the person, firm or company who requests or purchases services from Merton Man and Van.

1.2 Services means any man and van, removal, relocation, delivery, collection, loading, unloading, packing, furniture transport, or related services provided by Merton Man and Van.

1.3 Goods means any items, furniture, belongings, boxes, equipment, or other property which the Customer asks us to move, transport, handle, store, dispose of, or otherwise deal with.

1.4 Contract means the agreement between Merton Man and Van and the Customer for the supply of services in accordance with these Terms and Conditions, the confirmed booking details, and any written variations agreed by both parties.

2. Booking Process

2.1 A booking request may be made by the Customer via online form, written correspondence, or other accepted communication method. A booking is not confirmed until we have accepted it and provided confirmation of the date, time, service details and quoted charges.

2.2 The Customer is responsible for providing accurate and complete information about the addresses, access conditions, parking arrangements, type and quantity of goods, floor levels, special handling requirements, and any other relevant details at the time of booking.

2.3 The quotation we provide is based on the information supplied by the Customer. If that information is inaccurate or incomplete, additional charges may apply, or we may refuse to carry out the service if it is unsafe, unlawful, or materially different from the original booking.

2.4 Quotations are normally provided on a time and vehicle basis, a fixed price basis, or a combination of both. Unless otherwise stated, quotations are valid for a limited period from the date of issue and are subject to availability of vehicles and staff at the time of booking confirmation.

2.5 We reserve the right to decline any booking request at our absolute discretion, including where the job cannot reasonably be completed in the time available or where access, parking, or safety concerns cannot be adequately addressed.

3. Service Area and Access

3.1 Merton Man and Van operates predominantly within local and regional areas but can provide services across the wider United Kingdom by prior agreement. Some journeys or locations may attract additional mileage, congestion, toll, or low-emission zone charges, which will be notified where applicable.

3.2 The Customer must ensure that appropriate parking is available at all collection and delivery addresses, and that any permits, authorisations or visitor parking arrangements are organised in advance. Any parking charges, fines or penalties incurred as a direct result of insufficient arrangements or instructions from the Customer may be added to the final invoice.

3.3 The Customer must ensure that there is safe and reasonable access to the property, including lifts, stairways, corridors and doorways of sufficient size for the goods being moved. We are not obliged to remove doors, windows or other fixtures in order to gain access, and if we agree to do so, this may incur extra cost and is at the Customer’s risk.

4. Customer Responsibilities

4.1 The Customer must ensure that all goods are safely packed, secured and ready for transport unless packing services have been expressly agreed. Fragile or high-value items must be clearly identified and suitably protected.

4.2 The Customer must be present, or represented by an authorised adult, at the start and end of the service to provide access, instructions, and to check the completion of the work.

4.3 The Customer is responsible for securing and protecting any building fixtures, fittings, carpets and floors. While we exercise reasonable care, we cannot accept liability for damage where no protective measures have been put in place by the Customer or where reasonable precautions were not feasible.

4.4 The Customer must not ask our staff to undertake any work or service that falls outside what is lawful or safe, including but not limited to disconnecting mains appliances or dealing with hazardous materials, unless specifically agreed and carried out by qualified personnel.

5. Payments and Charges

5.1 Charges will be as set out in the quotation and confirmed at the time of booking. Charges may be calculated on an hourly rate, a fixed price, or another agreed method. Waiting time, additional labour, extra journeys and unforeseen work requested by the Customer may incur further charges.

5.2 Unless agreed otherwise in writing, payment is due on or before completion of the service. We may require a deposit when confirming a booking, particularly for larger removals or long-distance jobs. Deposits or advance payments will be set off against the final invoice.

5.3 We may apply additional charges where:

a goods are significantly more than stated or require additional staff or vehicles,

b access is more difficult than described at booking,

c we encounter delays outside our control, including waiting for keys, delayed Customer arrival, or restrictions imposed by third parties,

d we are required to assemble, disassemble or disconnect items beyond what was agreed.

5.4 If payment is not made when due, we reserve the right to charge interest on overdue amounts at a reasonable rate and to withhold further services until payment is received in full.

6. Cancellations and Amendments

6.1 If the Customer wishes to cancel or amend a booking, they must notify us as soon as reasonably possible. For the purposes of these terms, the relevant time is when we confirm that we have received the notice.

6.2 We may apply a cancellation or amendment charge on the following basis, unless otherwise stated in writing:

a If cancellation is made more than a set number of working days before the scheduled start time, any deposit may be refundable or transferable at our discretion.

b If cancellation is made within a shorter period before the scheduled start time, we may retain all or part of any deposit and may charge a percentage of the quoted amount to cover our reasonable costs and lost bookings.

6.3 If the Customer is not present at the agreed start time, or if access is not available within a reasonable period, we may treat this as a cancellation and charge accordingly.

6.4 We may cancel or postpone the service due to circumstances beyond our reasonable control, including extreme weather, vehicle breakdown, staff illness, accidents, or other events making it unsafe or impossible to proceed. In such cases, we will seek to rearrange the booking at a mutually convenient time. Our liability will be limited to refunding any deposit or prepayment for services not provided.

7. Excluded and Prohibited Items

7.1 Unless expressly agreed in writing, we do not transport, handle or store:

a hazardous, flammable, explosive or toxic substances,

b gas cylinders, fuel, chemicals or solvents,

c live animals or plants,

d illegal items or items obtained unlawfully,

e perishable goods requiring controlled temperatures,

f items of exceptional value such as jewellery, cash, important documents, antiques or artwork, where special arrangements have not been made.

7.2 If prohibited or excluded items are included in the goods without our knowledge or prior written agreement, they will be moved, stored or disposed of entirely at the Customer’s risk and we accept no liability for loss, damage or consequences arising.

8. Liability and Limitations

8.1 We will exercise reasonable care and skill in providing the services. However, we shall not be liable for loss or damage to goods or property except where it arises as a direct result of our negligence or breach of contract.

8.2 Our liability for loss of or damage to goods, whether caused by negligence or otherwise, shall be limited to a reasonable amount per job, reflecting the typical value and nature of the goods we handle. If the Customer wishes to declare higher value items or arrange additional cover, this must be agreed in writing before the service begins.

8.3 We shall not be liable for:

a loss or damage arising from defective or insecure packing carried out by the Customer,

b normal wear and tear, minor marks, or scuffs reasonably expected during handling and transport,

c loss of data or records stored on electronic devices,

d consequential or indirect losses, including loss of profit, loss of use, or loss of opportunity,

e loss or damage caused by circumstances beyond our reasonable control, including traffic delays, accidents, theft, fire, flood or acts of third parties.

8.4 The Customer must inspect the goods and property promptly upon completion of the service and report any visible damage to us before our staff leave the site, or as soon as reasonably practicable thereafter. Any claims must be made in writing within a reasonable period, stating full details and providing supporting evidence where possible.

8.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be limited or excluded under applicable law.

9. Waste, Disposal and Recycling

9.1 Where the service includes removal, disposal or recycling of unwanted items or waste, the Customer confirms that they have full authority to dispose of those items.

9.2 We operate in accordance with applicable UK waste and environmental regulations. We will not knowingly fly-tip or dispose of waste unlawfully. Any waste collected will be taken to licensed facilities or handled in compliance with relevant regulations.

9.3 The Customer must not request or encourage any unlawful disposal of waste. If the Customer insists on unlawful practices or misrepresents the nature of items as non-waste, we may immediately terminate the service without refund and may report relevant matters to the appropriate authorities.

9.4 Additional charges may apply where items are heavier, bulkier or more complex to dispose of than described, or where disposal fees at licensed facilities exceed standard assumptions used in the quotation.

10. Delays and Waiting Times

10.1 While we aim to arrive at the agreed time, all arrival times are estimates and may be affected by traffic, roadworks, accidents or other events beyond our control. We will use reasonable endeavours to keep the Customer informed of any significant delays.

10.2 If we are delayed in starting or completing the service due to circumstances caused by the Customer or third parties under their control, such as waiting for keys, incomplete packing, or restricted access, additional waiting time charges may apply in accordance with the agreed rates.

11. Insurance

11.1 Merton Man and Van maintains appropriate insurance cover for its operations in line with industry practice. Details of cover can be provided on request.

11.2 It is the Customer’s responsibility to arrange additional insurance if they consider the standard cover insufficient for the value or nature of their goods. We do not arrange insurance on behalf of the Customer unless expressly agreed.

12. Complaints and Dispute Resolution

12.1 If the Customer is dissatisfied with any aspect of the service, they should raise the issue with us as soon as possible so we can seek to resolve it promptly.

12.2 We will review any complaint in good faith and may request further information or evidence. Where appropriate, we may offer a remedy such as a partial refund, re-performance of services, or other reasonable solution, without prejudice to our rights under these Terms and Conditions.

13. Data Protection and Privacy

13.1 We will handle personal data provided by the Customer in accordance with applicable UK data protection laws. Personal information will be used for the purpose of administering bookings, providing services, processing payments, and handling enquiries or complaints.

13.2 We will not sell or disclose Customer data to third parties except where necessary to provide the services, comply with legal obligations, or with the Customer’s consent.

14. Variation of Terms

14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract, unless a later version is mutually agreed in writing.

15. Governing Law and Jurisdiction

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

15.2 The parties 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 making a booking with Merton Man and Van, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.