Terms and Conditions for Man With Van Millhill

These Terms and Conditions set out the basis on which Man With Van Millhill provides removal, delivery, transport and related services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. They are intended to explain the booking process, payment arrangements, cancellation rules, liability limits, waste handling requirements and the governing law that applies to our services.

In these Terms, “we”, “us” and “our” refer to the service provider operating under the name Man With Van Millhill. “You” and “your” refer to the customer, client, hirer or any person acting on their behalf. “Goods” means any items, furniture, boxes, appliances, materials or property that we are asked to transport, move, collect, deliver, remove or dispose of as part of the agreed service.

These terms apply to all services, whether booked online, by phone, by message or by any other agreed method. Any variation must be agreed in writing by us before the service starts. If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue to apply in full.

1. Booking Process

A booking with Man With Van Millhill is considered provisional until we have confirmed the details and, where required, received any deposit or advance payment. When you make a booking request, you must provide accurate information about the collection and delivery locations, the volume and type of goods, access conditions, parking limitations, floor levels, and any special handling requirements. Incorrect or incomplete information may affect the quotation, timing, equipment required or the final price.

We may provide a quote based on the information supplied by you. Unless stated otherwise, quotes are based on the assumptions reasonably made from the details provided at the time of booking. If the actual work differs materially from the quoted description, we may revise the price to reflect additional time, labour, fuel, waiting time, access difficulty or extra resources. The customer will be informed where reasonably possible before the revised work continues.

A booking is only secured when we confirm availability and the customer accepts the quotation or estimate. Confirmation may be given verbally, electronically or in writing. You are responsible for checking that the booking details are correct, including date, time, addresses, inventory, and any agreed extras. If you request a change to the booking, we will try to accommodate it, but changes are subject to availability and may result in an amended price.

2. Services Provided

We may provide a range of moving and transport services, including domestic moves, single-item transport, furniture relocation, light commercial moves, courier-type van services, loading and unloading assistance, and collection or delivery of items. Any service outside the original agreement must be requested and accepted in advance. We reserve the right to refuse items or tasks that are unsafe, illegal, improperly packed, excessively heavy, or unsuitable for the vehicle or crew assigned.

Unless otherwise agreed, our service includes the transportation of goods only and does not include specialist packing, dismantling, reassembly, electrical disconnection, plumbing work, or other trades requiring additional qualifications. Where assistance with packing or furniture handling is offered, it is provided on a reasonable-efforts basis only and remains subject to the exclusions and liability limits in these Terms. For clarity, Man With Van Millhill is not responsible for pre-existing faults, weak packaging, or hidden defects in the items handled.

Customers must ensure that all goods are properly prepared for transport. Fragile items should be packed securely. Valuable, sentimental, or irreplaceable items should be moved with appropriate caution and, where necessary, separately identified. We may decline to transport items that appear unsafe, unlabelled or likely to cause damage to other goods or the vehicle.

3. Payments and Pricing

Man With Van Millhill accepts payment according to the method and timing agreed at booking. Unless otherwise stated, full payment is due upon completion of the service, before unloading is fully completed, or at another agreed point. Where a deposit is required to secure the booking, it may be non-refundable except where cancellation is caused by our breach or inability to provide the service.

Prices may be quoted as fixed fees, hourly rates or based on a combination of labour, distance, access and additional services. If the booking is charged by time, the clock may start at the agreed collection time or vehicle departure time, depending on the arrangement confirmed at booking. Waiting time caused by late access, keys not being available, parking issues, incomplete packing or other delays outside our control may be charged as additional time.

All prices are quoted in pounds sterling unless stated otherwise. Any applicable taxes, parking charges, tolls, congestion fees, permit costs, disposal fees or similar third-party charges may be added where relevant and where these were not already included in the original quotation. If payment is not made when due, we may charge reasonable costs incurred in pursuing payment, including bank charges, administrative costs and any lawful recovery expenses.

4. Cancellations and Amendments

If you need to cancel or change a booking with Man With Van Millhill, you should notify us as soon as possible. Cancellations made with sufficient notice may be eligible for a refund of the payment already made, subject to any non-refundable deposit, administrative costs or pre-booked third-party charges. The amount refunded, if any, will depend on how much notice was provided and whether resources have already been allocated to the service.

We may charge a cancellation fee where the booking is cancelled at short notice, where our crew has already been dispatched, or where we have incurred costs in preparation for the service. If access is not possible on arrival, if no one is present at the agreed location, or if the booking cannot proceed because the customer has not provided essential information or assistance, this may be treated as a late cancellation or failed booking.

We reserve the right to amend or postpone a booking if required for operational, safety, weather, traffic, legal or vehicle-related reasons. If we must cancel due to circumstances within our control, we will offer a rescheduled booking or refund any payment made for the cancelled service, as appropriate. Our liability for indirect costs arising from cancellation is limited to the extent permitted by law.

5. Customer Responsibilities

The customer must ensure that the premises, access routes and loading areas are safe and suitable for the service. This includes arranging parking where needed, obtaining permissions for access, informing neighbours or property managers where appropriate, and making sure that stairways, lifts, doorways and paths can reasonably accommodate the move. We do not accept responsibility for delays caused by poor access arrangements not disclosed in advance.

You are responsible for ensuring that the goods being moved are lawful to possess, transport and deliver. You must not ask us to move prohibited, illegal, dangerous or hazardous items without prior agreement and lawful handling arrangements. Items such as flammable substances, explosives, chemicals, live animals, weapons and certain regulated materials are excluded unless expressly agreed and permitted by law.

If you or anyone acting for you packs items, you are responsible for ensuring the packing is adequate. We may assist, but we are not liable for damage caused by unsuitable packaging, overfilled boxes, loose lids, unsecured glass, insufficient wrapping or unstable stacking. Where the customer chooses to supervise the load, you must still allow our crew to work safely and efficiently.

6. Liability and Damage

We will exercise reasonable care and skill when providing services under these Terms. However, Man With Van Millhill shall not be liable for loss or damage arising from matters outside our reasonable control, including but not limited to traffic delays, adverse weather, acts of third parties, defective packaging, hidden defects, unstable fixtures, or the customer’s failure to disclose relevant information.

Our liability for loss or damage to goods is limited to direct physical loss or damage caused by our proven negligence during the service. We are not liable for indirect loss, consequential loss, loss of profit, loss of business, missed deadlines, emotional distress, or any special losses not reasonably foreseeable at the time of booking. 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 be excluded under UK law.

If you believe damage has occurred, you must notify us as soon as reasonably possible and provide details, photographs and any supporting evidence. Claims should be made promptly so that the issue can be investigated while facts remain fresh. We may require reasonable proof of value, ownership and the condition of the items before the service. Where liability is accepted, our remedies may include repair, replacement, compensation or a refund, depending on the circumstances and subject to the limitations set out here.

7. Waste, Disposal and Environmental Compliance

Where our service includes the removal or disposal of waste, the customer must tell us in advance what type of waste is involved. Waste handling is subject to applicable UK waste regulations, environmental law and local disposal rules. We only remove waste that we are lawfully able to collect, transport and transfer. We may refuse items that require special treatment, licensing or disposal channels if these have not been agreed beforehand.

You must not present hazardous waste, clinical waste, asbestos, chemicals, oils, gas cylinders, batteries, electrical waste or other controlled materials unless we have explicitly agreed in writing to handle them and the law permits us to do so. If unlawful or undeclared waste is discovered, we may refuse collection, suspend the service or arrange lawful disposal at your cost, provided this is permitted by law and operationally possible.

Any waste removed under a disposal arrangement will be handled in accordance with the duty of care requirements that apply to waste carriers and waste holders. The customer must ensure waste is accurately described and separated where needed. If we issue a receipt, transfer note or other record, you should retain it for your records. We are not responsible for fines, penalties or enforcement action caused by false, incomplete or misleading information supplied by the customer.

8. Delays, Access and Unforeseen Circumstances

We aim to arrive within the agreed time window, but all times are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, weather, road restrictions, emergencies, loading complications or events outside our control. We shall not be liable for losses caused by such delays, provided we have acted reasonably and kept you informed where practicable.

If access is restricted, if lifting equipment is unavailable, if an item does not fit through an entrance, or if conditions are unsafe, we may pause the service until the issue is resolved. Additional charges may apply for waiting, re-routing, extended labour or return visits. If the move cannot reasonably continue, we may end the service and charge for work completed up to that point.

We may suspend or decline service where there is a risk to health, safety, property or legal compliance. This includes aggressive behaviour, unsafe premises, unfit vehicles provided by the customer, or instructions that would require us to act unlawfully. Our crew has the right to stop work if continuing would be unsafe.

9. Insurance and Risk

Risk in the goods generally remains with the customer until the goods are loaded and passes back to the customer once delivery is completed, unless otherwise agreed in writing. Customers are encouraged to arrange their own insurance for valuable or fragile items. Any insurance we may carry does not alter these Terms and does not create a wider obligation than is stated here.

We may not be able to cover items of exceptional value unless declared in advance and accepted by us in writing. The customer should inform us before the booking if any item is unusually valuable, fragile or difficult to replace. Failure to declare such items may affect our ability to accept responsibility or assess any claim.

We are not responsible for pre-existing marks, wear and tear, hidden weakness, loose fittings, or damage caused by ordinary handling of items that were already compromised. Likewise, we do not accept responsibility for damage to walls, floors, bannisters or fittings where reasonable care was taken and the risk was increased by tight access, inadequate protection or the condition of the property.

10. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.

If we do not enforce any part of these Terms at any time, this does not mean we have waived our right to do so later. No person other than the customer and us has any rights under these Terms unless such rights are expressly provided by law. These Terms are intended to be fair, lawful and consistent with UK consumer and business requirements.

By booking Man With Van Millhill, you confirm that you have read, understood and accepted these Terms and Conditions. We recommend that you keep a copy for your records. If you do not agree to these Terms, you should not proceed with the booking or use the service.