Terms and Conditions
Hammersmith Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Hammersmith Man and Van provides removal, transport and related services to private and business customers in the United Kingdom. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the person, company or organisation that books or pays for the services.
Services means any removal, transport, loading, unloading, packing, unpacking, storage assistance or related work carried out by us.
Vehicle means any van or other vehicle used to provide the services.
Goods means all personal effects, furniture, equipment, cartons, materials or other items that are handled, transported or otherwise dealt with by us in the course of providing the services.
Contract means the agreement between you and us for the supply of services in accordance with these Terms and Conditions and the specific details of your booking.
2. Booking Process
2.1 You may request a quotation or booking by phone, online form or in writing. Quotations are based on the information you provide, including but not limited to property access, number of floors, parking availability, quantity of goods and travel distance.
2.2 Quotations are not binding until we confirm acceptance of your booking and allocate a date, time and vehicle. We reserve the right to amend or withdraw a quotation if the information supplied is incomplete, inaccurate or changes materially.
2.3 Your booking is confirmed when we issue a confirmation message specifying the date, time, services booked, expected duration and charges. By accepting the booking you confirm that you have the authority to enter into the contract and that you agree to these Terms and Conditions.
2.4 It is your responsibility to check that all details in the quotation and booking confirmation are correct, including addresses, dates, times, access information and service specifications. Any amendments may affect the price and our ability to carry out the work as planned.
2.5 We reserve the right to refuse or cancel any booking where we reasonably believe that the work may be unsafe, unlawful or beyond the scope of our services.
3. Services and Scope of Work
3.1 Unless otherwise agreed in writing, our standard service includes provision of a vehicle and driver, together with porters if specified, for the loading, transport and unloading of goods between the addresses stated in the booking.
3.2 Our quotation assumes normal and reasonable access to the property, including suitable parking space for the vehicle, safe access via stairs, lifts or pathways, and no unusual obstacles or restrictions. Additional charges may apply for long carries, difficult access, dismantling or reassembly, waiting times, or where special equipment is required.
3.3 We do not undertake the disconnection or reconnection of appliances, installation or removal of fixtures, removal of doors or windows, or work involving electric, gas or plumbing systems unless expressly agreed and carried out by appropriately qualified persons.
3.4 We may use such route as we consider reasonable and appropriate when transporting your goods, taking into account road conditions, safety and legal restrictions.
3.5 Time estimates given for arrival, loading and delivery are provided in good faith but are not guaranteed. We will use reasonable efforts to keep you informed of any significant delays.
4. Customer Responsibilities
4.1 You must ensure that all goods are properly packed, secured and ready for transport, unless a packing service has been agreed. Fragile items should be clearly marked and packed with appropriate protection.
4.2 You are responsible for arranging suitable parking at collection and delivery addresses, and for obtaining any required permits, permissions or authorisations. Any parking charges, fines or penalties incurred as a result of your failure to do so may be charged to you.
4.3 You must ensure that all access routes, stairways, lifts, corridors and doorways are clear, safe and suitable for moving the goods. If conditions are unsafe, we may suspend or refuse to carry out part or all of the services.
4.4 You must be present or represented by an authorised person at the collection and delivery addresses to direct our staff and to check and sign any documentation. If no one is present, we may at our discretion unload the goods at the nearest safe location or return them to our base, and additional charges may apply.
4.5 You must not ask our staff to carry out any unlawful, unsafe or inappropriate tasks, or to move goods that are prohibited by these Terms and Conditions.
5. Prohibited and Restricted Items
5.1 Unless specifically agreed in writing, we will not carry any of the following: hazardous materials, explosives, firearms or ammunition, illegal substances, perishable items requiring special storage, live animals, plants, cash, bonds, precious metals, jewellery, high value artwork, antiques of exceptional value, or any item whose value is not disclosed to us in advance.
5.2 If you include any prohibited or restricted items without our prior written consent, you do so at your own risk. We accept no liability for loss, damage or delay relating to such items, and you will be responsible for any loss, damage, expenses or claims suffered by us as a result.
6. Charges and Payment
6.1 Charges may be based on an hourly rate, fixed price quotation or a combination of both, as stated in the booking confirmation. Minimum booking periods may apply.
6.2 Unless otherwise specified, our charges include use of the vehicle and manpower for the agreed period, fuel for travel within the agreed route, and basic moving equipment such as trolleys and blankets. Additional services and materials, including packing supplies, may be charged separately.
6.3 We reserve the right to require a deposit or full prepayment at the time of booking. Any deposit will be applied towards the final invoice for the services.
6.4 Final payment is due at the time specified in your booking confirmation. This will normally be on completion of the services on the day of the move, unless a different arrangement is agreed in advance.
6.5 If payment is not made when due, we may charge interest on the outstanding amount at the statutory rate, and we may withhold delivery of goods or refuse further services until payment is received in full.
6.6 All quotes are provided on the assumption that the work can be completed within the estimated time based on the information given. If the work takes longer due to circumstances beyond our control, including but not limited to additional goods, poor access, delays caused by you or third parties, or waiting for keys, we may charge extra at the applicable hourly rate.
7. Cancellations and Amendments
7.1 If you wish to cancel or amend your booking, you must notify us as soon as possible. The effective date of cancellation or amendment is the date we receive your notification.
7.2 We may apply cancellation charges based on how much notice you provide before the scheduled start time.
7.2.1 If you cancel more than 7 days before the scheduled start time, we will normally refund any deposit paid, less any non-recoverable costs incurred by us.
7.2.2 If you cancel between 7 days and 48 hours before the scheduled start time, we may retain part or all of the deposit, or charge up to 50 percent of the quoted price.
7.2.3 If you cancel less than 48 hours before the scheduled start time, or if you fail to be present at the agreed time and place, we may charge up to 100 percent of the quoted price to cover our costs and loss of work.
7.3 If you wish to change the date, time or scope of the services, we will try to accommodate your request but cannot guarantee availability. Changes may result in an adjusted quotation and additional charges.
7.4 We may cancel or postpone the services in case of events beyond our reasonable control, including but not limited to severe weather, road closures, accidents, vehicle breakdown, illness, strikes, or legal restrictions. We will use reasonable efforts to inform you as soon as possible and to rebook the services at a mutually convenient time. In such circumstances, our liability will be limited to the return of any prepaid charges for services not provided.
8. Liability for Loss or Damage
8.1 We will take reasonable care in handling, loading, transporting and unloading your goods. Our liability for loss or damage arising from our negligence or breach of contract is subject to the limitations set out in this section.
8.2 We will not be liable for any loss or damage that occurs where:
a the goods were not properly packed or protected by you, unless we agreed to pack them;
b damage results from normal wear and tear, inherent defects or fragility of the goods;
c damage arises from dismantling, reassembly or disconnection of items carried out at your request where we have not recommended a specialist;
d loss or damage arises from circumstances outside our reasonable control, including but not limited to weather conditions, public disturbances, or third party actions.
8.3 Our liability for loss or damage to goods, whether arising from negligence, breach of contract or otherwise, will be limited to a reasonable cost of repair or replacement up to a maximum amount per job, which will be stated in your quotation or on request.
8.4 We will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of data, or loss of opportunity, arising from or in connection with the services.
8.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of the completion of the services. You must provide reasonable evidence of the loss or damage and give us a fair opportunity to inspect the items and attempt repair where appropriate.
8.6 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.
9. Damage to Property
9.1 We will take reasonable care to avoid damage to property and premises while carrying out the services. You should take reasonable steps to protect vulnerable areas, including floors, walls and door frames, and to remove items that could obstruct access.
9.2 If damage to property occurs as a direct result of our negligence, you must report it to our team on the day of the move and confirm it in writing within 7 days. Our liability will be limited to the reasonable cost of repair or, at our option, a fair financial compensation assessed by us or our insurers.
10. Waste, Disposal and Environmental Regulations
10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will only remove items that form part of the agreed services.
10.2 We will not remove or transport controlled, hazardous or prohibited waste, including but not limited to asbestos, chemicals, flammable substances, clinical waste or any items requiring specialist handling or disposal.
10.3 Where we agree to remove unwanted items or rubbish as part of the services, we will dispose of them lawfully at an appropriate facility such as a licensed waste transfer station or recycling centre. Additional charges may apply for this service, which will be explained to you before we proceed.
10.4 You confirm that any items you ask us to dispose of are your property or that you have the legal right to authorise their disposal. You will be responsible for any claim or cost arising if this is not the case.
11. Insurance
11.1 We maintain insurance cover appropriate to our business activities, including public liability insurance and, where applicable, goods in transit cover. Details of our cover are available on request.
11.2 It is your responsibility to ensure that the level of cover provided by us is adequate for the value of your goods. If necessary, you should arrange additional insurance at your own cost.
12. Complaints and Dispute Resolution
12.1 If you are dissatisfied with any aspect of our services, you should raise the matter with our team as soon as possible so that we can try to resolve it on the day.
12.2 If the issue is not resolved to your satisfaction, you may submit a written complaint describing the problem in detail. We will acknowledge receipt and aim to provide a considered response within a reasonable period.
12.3 We will use reasonable efforts to resolve any disputes amicably. If a dispute cannot be resolved by negotiation, either party may pursue their rights through the courts as set out in these Terms and Conditions.
13. Data Protection and Privacy
13.1 We will collect and process personal data relating to you for the purposes of providing the services, managing bookings, processing payments and complying with legal obligations.
13.2 We will handle your personal data in accordance with applicable UK data protection laws and our privacy practices. We will not sell your data to third parties, and we will only share it where necessary to deliver the services or where required by law.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services provided under them.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions will remain in full force and effect.
15.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
15.3 We may update these Terms and Conditions from time to time. The version that applies to your booking is the version in force at the time your booking is confirmed.
15.4 These Terms and Conditions, together with the specific details stated in your quotation and booking confirmation, constitute the entire agreement between you and us relating to the services.
