Terms and Conditions for Man With Van Stepney
These Terms and Conditions set out the basis on which Man With Van Stepney provides removal, transport, loading, unloading and related man and van services to customers in the UK. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, service description or agreed amendments confirmed at the time of booking. For the purposes of these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or the person booking on behalf of the customer.
The aim of these terms is to ensure that a Stepney man with van service is delivered fairly, safely and efficiently. They apply to domestic and commercial jobs, including single-item moves, small removals, collections, deliveries and associated labour, unless a separate written agreement states otherwise. Please read these conditions carefully before confirming a booking, as they explain what is included, how prices are calculated, when payments are due, and what happens if a booking is changed or cancelled.
If any part of these terms is unclear, the customer should raise the issue before the job starts. Continuing with a booking after receiving the quotation or confirmation will be treated as acceptance of the terms. In these terms, headings are included for convenience only and do not affect interpretation. Any reference to a law or regulation includes any amendment, replacement or re-enactment of that law or regulation.
Booking process. A booking is usually made by providing details of the items to be moved, collection and delivery addresses, preferred date and time, access conditions, and any special requirements. We may ask for photographs, inventory details, floor level information, parking arrangements, or restrictions relating to access, stairs, lifts or loading. A quotation may be provided based on the information supplied, but it is not a fixed offer unless expressly stated. A booking is confirmed only when we accept the job and provide confirmation by message, email, or other written form.
It is the customer’s responsibility to ensure that the information supplied during the booking process is complete and accurate. If the description of the job changes before arrival, or if the actual work differs from the information originally provided, we may revise the price, time estimate or vehicle requirements. If the revised job cannot reasonably be completed as planned, we may decline to proceed without liability for any loss arising from the change in circumstances.
The customer must ensure that the person making the booking is authorised to do so and has authority to agree to these terms on behalf of all persons benefiting from the service. Where multiple items are included, the customer should clearly identify which items are to be moved, packed, dismantled or reassembled. Any request for extra labour, waiting time, or additional stops should be discussed in advance where possible. We reserve the right to refuse items that are unsafe, prohibited, improperly packed, or likely to cause damage to property, vehicles, or people.
Payments. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may require a deposit or advance payment to secure the booking, particularly for larger jobs, high-demand dates, or work involving third-party costs such as parking permits, storage fees or congestion-related expenses. Accepted payment methods will be confirmed during booking. Any deposit paid may be non-refundable in accordance with the cancellation terms below, unless a different arrangement is agreed in writing.
Quoted prices may be based on hourly rates, fixed fees, mileage, labour time, or a combination of these. If the job takes longer than expected due to factors outside our control, including delays caused by traffic, poor access, incorrect addressing, waiting for keys, or the customer’s failure to be ready, additional charges may apply. Where applicable, parking charges, tolls, congestion costs, permit fees, and material disposal fees may be added to the final invoice if they were not already included in the quotation.
Late or failed payment may result in suspension of services and recovery action. The customer shall be responsible for all reasonable costs incurred in seeking payment, including administrative charges, bank fees, collection costs and legal fees where permitted by law. We may withhold delivery, refuse release of goods, or pause unloading until payment has been received in full, to the extent permitted by law. Any disputed amount must be raised promptly and in good faith; undisputed amounts remain payable on time.
Cancellations and amendments. If you need to cancel or reschedule, please notify us as soon as possible. Cancellations made sufficiently in advance may be accepted without charge, but short-notice cancellations may attract a fee or result in forfeiture of any deposit. The exact cancellation charge may depend on the notice given, the size of the booking, preparatory work already undertaken, and whether staff, vehicles or subcontractors have been allocated.
If we have already attended the collection point or started the job, a call-out fee, minimum charge, waiting fee, or charge for labour already provided may apply even if the service is not completed. Where access is delayed, the customer fails to be present, items are not ready, or the move is abandoned for reasons attributable to the customer, we may treat the booking as cancelled by the customer and charge accordingly. We are not liable for losses caused by a customer’s late cancellation, provided any fees charged are reasonable and lawful.
We reserve the right to cancel or postpone a booking where circumstances beyond our control make it impossible or unsafe to perform the service, including severe weather, vehicle breakdown, road closures, staff illness, industrial action, or legal restrictions. In such cases, we will use reasonable efforts to rearrange the service at a suitable alternative time. Our liability in these circumstances is limited to refunding any amount paid for the affected portion of the booking, unless the law requires otherwise.
Liability and customer responsibilities. We will exercise reasonable care and skill when providing the service. However, the customer remains responsible for ensuring that items are suitably packed, doors and pathways are clear, fragile goods are identified, and any hazardous or restricted items are disclosed before the job begins. Unless we have agreed in writing to pack or protect items, we do not accept responsibility for damage caused by inadequate packing, hidden defects, loose fittings, overfilled containers, or the inherent condition of the goods.
Our service does not include the handling of prohibited, dangerous, illegal or contaminated items unless specifically agreed and lawfully permitted. This includes, without limitation, chemicals, flammable substances, gas cylinders, asbestos, biological waste, weapons, stolen goods, and any item whose transport would breach applicable law. We may refuse to transport such items and may notify the relevant authorities where required. The customer must not place us at risk by concealing the nature of any item or by providing misleading information about its contents.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under English law. Subject to that, we shall not be liable for indirect or consequential losses, loss of profits, loss of business, loss of opportunity, or any loss arising from delayed access, third-party actions, or circumstances outside our reasonable control. Where liability is established, it shall be limited to the amount paid or payable for the specific service giving rise to the claim, to the extent permitted by law.
Waste regulations and disposal. Where the service includes the removal of unwanted items, waste, or general rubbish, the customer must ensure that items are described accurately and separated where necessary. We operate in accordance with applicable UK waste legislation and local authority requirements. Waste must be presented in a lawful and safe manner, and the customer must not request disposal of hazardous, clinical, or controlled waste unless this has been expressly agreed and can be handled lawfully by the relevant licensed route.
Where items are taken for disposal, donation, recycling, reuse, or transfer to a waste facility, the customer agrees to provide any information reasonably required to comply with waste transfer obligations. This may include the nature of the waste, the source of the waste, and confirmation that the waste is owned by the customer or that the customer is authorised to arrange its removal. We may charge additional fees for segregating waste, loading heavy or awkward materials, or dealing with contamination, infestation, or unsorted loads.
The customer acknowledges that unlawful tipping, fly-tipping, or disposal of waste in breach of environmental legislation is prohibited. We reserve the right to refuse any load that appears unsuitable or illegal. If, after acceptance, it is discovered that the items are misdescribed or contain prohibited material, we may cancel the disposal element of the booking and charge for time already spent. The customer shall indemnify us against losses, penalties, or claims arising from inaccurate waste descriptions supplied by the customer, except where caused by our negligence or breach of duty.
Access, delays and completion. The customer must provide safe and reasonable access to the premises, parking or loading area, and must obtain any necessary permissions from landlords, building managers, neighbours or third parties where required. If we are unable to access the property, vehicle loading area, or delivery location due to the customer’s failure to prepare, waiting time charges may apply. We may also charge for any additional journey, reattempt, or time lost due to incorrect information or unavailable keys.
Completion of the service occurs when the agreed items have been delivered, unloaded, collected, or otherwise dealt with in accordance with the confirmed booking. The customer should check items promptly on completion and notify us of any obvious issue as soon as reasonably possible. Failure to raise a concern immediately does not remove any statutory rights, but it may affect our ability to investigate the matter fairly and accurately.
Any estimate of timing is given in good faith but is not guaranteed unless expressly confirmed as fixed. Delays may arise from traffic, weather, access problems, earlier jobs running over, or other unforeseen events. We will use reasonable efforts to keep the customer informed, but we shall not be liable for delay except to the extent required by law. If a delay makes performance impracticable, the parties may agree to rearrange the work at a later time.
Data, subcontractors and general provisions. We may keep booking records, payment details, job notes and correspondence for administrative, contractual and legal purposes. Any personal data will be handled in line with applicable data protection law. We may use subcontractors or additional personnel to carry out all or part of the service, provided they are suitably instructed and the overall responsibility for the job remains with us unless otherwise agreed.
If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision shall be treated as severed and the remaining provisions will continue in full force. No failure or delay by either party in exercising any right under these terms shall operate as a waiver of that right. Any variation to these terms must be agreed in writing. The customer may not assign the booking or any rights under it without our prior written consent.
These terms form the entire agreement between the parties in relation to the service and supersede previous discussions or informal arrangements, except where a written quotation or separate signed agreement expressly states otherwise. In the event of any conflict between a quotation and these terms, the written quotation shall prevail only to the extent of the conflict and only if it is clearly intended to amend these terms. We recommend that the customer retains a copy for reference.
Governing law. These Terms and Conditions, 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 courts of England and Wales shall have exclusive jurisdiction, except where the law provides otherwise or where consumer rights law gives the customer the ability to bring a claim in another competent forum. If any dispute arises, both parties should first attempt to resolve the matter amicably and in good faith before starting formal proceedings.
By proceeding with a booking for Man and Van Stepney or any similar man with van Stepney service, the customer confirms that they have read, understood and agreed to these terms. We may update these Terms and Conditions from time to time, and any updated version will apply to bookings made after the revision date. Existing bookings will normally remain subject to the version in force when the booking was confirmed, unless a change is required by law or agreed by both parties.