Surrey Man And Van Terms and Conditions
These Terms and Conditions set out the basis on which Surrey Man And Van provides moving, collection, delivery, loading, unloading, and related transport services. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. For the purposes of this document, references to “we”, “us”, and “our” mean Surrey Man And Van, and references to “you” or “the customer” mean the individual or business requesting the service.
These terms apply to domestic and commercial jobs, including full moves, partial loads, single-item transport, and associated handling services. They are intended to provide a clear framework for booking, payment, cancellation, liability, waste handling, and legal obligations. Any special arrangement must be agreed in writing before the job starts and will only apply to the specific booking to which it relates.
Surrey man and van services are provided on the understanding that the customer has supplied accurate and complete information. This includes the collection and delivery addresses, access conditions, item descriptions, parking arrangements, and any special requirements that may affect timing, labour, or equipment. If information changes after booking, we may revise the quotation, amend the schedule, or decline to proceed if the service can no longer be delivered safely or lawfully.
A booking is only confirmed when we have accepted the request and, where required, received any deposit or written acceptance of the quotation. The customer should check all booking details carefully, including the date, time window, service scope, and any item inventory. If a booking is made on behalf of another person, the person placing the booking confirms they have authority to agree to these terms and to pay for the service.
We may provide estimates based on the information given at the time of enquiry. Unless expressly stated otherwise, quotations are based on the expected labour time, vehicle size, number of operatives, access conditions, mileage, and any additional charges that may reasonably arise. A quote may be altered if the actual work differs from the description provided, if access is restricted, if there are more items than declared, or if waiting time is caused by the customer or a third party.
Where a Surrey man and van booking involves large, heavy, fragile, valuable, or awkward items, the customer must tell us in advance. We may refuse to transport items that are unsafe to move without specialist handling or that could damage property, vehicles, or other goods. Our team may also decline to move loose, leaking, combustible, hazardous, illegal, or prohibited items. Any attempt to conceal such items may result in immediate termination of the service and full payment becoming due.
Payment terms will be agreed during booking and may vary according to the type and scale of the job. Unless stated otherwise, payment is due immediately upon completion of the service and must be made by the methods we accept at the time of booking. We may request a deposit for larger jobs, multi-day work, or peak-period reservations. Deposits are ordinarily non-refundable except where we cancel the booking or where a refund is required by law.
All prices are stated in pounds sterling and may be subject to VAT where applicable. Any parking fees, tolls, congestion charges, storage costs, disposal charges, additional waiting time, or extra labour caused by circumstances outside our control may be added to the final bill. If the customer requests a change to the service after work has begun, we may issue a revised price before continuing.
Man and van Surrey bookings may include scheduled arrival times, but these are estimates rather than guaranteed exact times unless we expressly agree a fixed slot in writing. Delays caused by traffic, weather, road closures, accidents, or events beyond our reasonable control will not normally create a right to compensation. We will, however, aim to keep the customer informed and to complete the work as soon as reasonably possible.
Cancellations, postponements, and customer responsibilities
The customer may cancel or postpone a booking by giving notice as early as possible. Cancellation charges may apply depending on how much notice is provided, whether vehicles or staff have already been allocated, and whether the job was reserved for a specific date or time. A short-notice cancellation may result in the full fee being payable, particularly where we are unable to reallocate the scheduled time.
If we need to cancel or reschedule due to operational reasons, vehicle failure, staff illness, severe weather, or matters beyond our control, we will use reasonable efforts to offer an alternative time or date. If we cannot provide a suitable alternative, any deposit paid for the cancelled portion of the service will be refunded, unless the law allows otherwise. We are not liable for indirect losses arising from a cancellation or delay caused by events outside our control.
The customer is responsible for ensuring that access routes, parking permissions, loading areas, and any building rules are in place before the scheduled service begins. If permits, lift reservations, keys, codes, or security checks are needed, the customer must arrange these in advance. Any waiting time caused by incomplete access arrangements may be charged as an additional cost. If we cannot access the property or collection point within a reasonable time, we may treat the job as cancelled by the customer.
Customers must ensure that all items are adequately packed, sealed, labelled, and ready for transport unless we have specifically agreed a packing or dismantling service. Where the customer packs their own items, we accept no responsibility for damage caused by unsuitable packing, overfilled boxes, fragile items not clearly marked, or unstable furniture not prepared for transit. If we assist with packing, loading, or dismantling, our work will be carried out with reasonable care and skill, but the customer remains responsible for the suitability of the goods and any hidden defects.
It is the customer’s duty to declare any item that is especially valuable, sentimental, breakable, or requiring specialist treatment. We may request that certain items are moved separately, insured privately, or transported only if the customer accepts a higher level of risk in writing. We are not a specialist antiques, fine art, or laboratory transport provider unless this is expressly agreed in advance.
Surrey man and van service customers must be present, or have an authorised representative present, at collection and delivery unless we agree otherwise. If no one is available to release or receive the goods, we may place the items in a safe location only if it is lawful and reasonable to do so. Otherwise, we may store, return, or redeliver the items at additional cost. Any risk of loss after delivery to the agreed location passes to the customer.
Liability, damage, and insurance
We will take reasonable care of the goods entrusted to us and of the property we access while carrying out the service. However, our liability is limited to losses directly caused by our negligence or wilful default. We do not accept responsibility for pre-existing damage, wear and tear, manufacturing defects, unsuitable packing, or damage caused by items being inherently fragile or unstable.
Unless otherwise agreed in writing, we are not liable for loss of profit, business interruption, missed appointments, emotional distress, or any indirect or consequential loss. Where liability cannot be excluded by law, our maximum liability shall be limited to the total amount paid or payable for the specific service giving rise to the claim, except in cases of death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be limited.
The customer should ensure that their own insurance covers the goods being moved, especially where items are high value, difficult to replace, or vulnerable to damage. We may hold our own insurance policies appropriate to the services we provide, but this does not create a broader promise of compensation than is set out in these terms. Any claim for damage or loss must be reported promptly and with reasonable detail so that it can be investigated.
We are not liable for damage caused by customer instructions that we reasonably follow, including requests to move goods in a way that is contrary to our advice. Where the customer insists on proceeding despite a warning, the risk associated with that decision rests with the customer. Similarly, we are not responsible for damage caused by items being loaded into unsuitable spaces, structures, or vehicles at the customer’s request.
All claims must be supported by evidence where reasonably available, such as photographs, item descriptions, or repair estimates. The customer must take reasonable steps to reduce any loss, which may include separating undamaged items, preserving packaging, and preventing further harm. Failure to do so may reduce any amount that would otherwise be payable.
Man and van Surrey does not accept responsibility for delays or failure to perform where the cause is outside our reasonable control. This includes extreme weather, road incidents, civil disturbance, strikes, fire, flood, power failure, government restrictions, public health events, or the actions of third parties. If such an event continues for a prolonged period, either party may be entitled to end the affected booking without further liability, except for payment of services already provided.
Nothing in these terms excludes or limits any rights that cannot be excluded under UK law. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. The invalid part will be replaced, where possible, by a lawful term that best reflects the original intention.
Waste handling and environmental compliance
Where the service includes disposal, clearance, or removal of unwanted items, the customer must identify the waste accurately and honestly. Waste collection and disposal will only be carried out in accordance with applicable UK waste laws, regulations, and duty-of-care requirements. We may refuse to remove any waste that is misdescribed, contaminated, hazardous, or unsuitable for lawful disposal through the planned route.
The customer must not ask us to dispose of items illegally, leave waste in an unauthorised location, mix prohibited materials with general waste, or conceal the true nature of the items being removed. We may ask for details about the origin and composition of waste before accepting it. If the waste includes materials requiring special handling, such as electrical equipment, fridges, batteries, chemicals, paint, oils, or clinical items, the customer must disclose this in advance.
Where we arrange or carry out disposal, the customer agrees to provide any information needed for lawful transfer or processing. We may issue a waste transfer note or similar record where required. The customer understands that once waste is removed for disposal in accordance with these terms and applicable law, ownership may pass to the disposal chain, and items may not be retrievable. We will not be responsible for recovering discarded goods unless this is specifically agreed before collection.
The customer remains liable for any false declaration, unlawful instruction, or failure to disclose regulated waste. If we incur additional costs, fines, delays, or enforcement action due to inaccurate information supplied by the customer, the customer will reimburse us on demand for those losses to the extent permitted by law. We also reserve the right to refuse or discontinue any waste-related task where doing so is necessary to remain compliant.
For clear waste removal jobs, the customer should separate reusable goods from rubbish where possible and keep valuable items apart from items intended for disposal. This helps avoid confusion and reduces the risk of accidental loss. If items are left mixed together, we may reasonably rely on the customer’s instructions as to what is to be kept, moved, or removed, and we accept no liability for a mistaken instruction where the circumstances made clarification impractical.
Where a job combines transport with clearance, the moving and waste components may be charged separately. This may include handling time, sorting time, disposal charges, or any specialist collection costs. A quote for moving items does not automatically include waste removal unless expressly stated. We may suspend work if lawful disposal cannot be assured.
General provisions and governing law
These terms, together with any written quotation or booking confirmation, form the entire agreement between the parties for the relevant service. The customer acknowledges that no statement made by staff, subcontractors, or agents will vary these terms unless confirmed in writing by an authorised representative. Any waiver of a term on one occasion will not be treated as a waiver on any later occasion.
We may assign or subcontract part of the service where appropriate, provided this does not materially reduce the standard of care promised. The customer may not assign the booking or transfer their rights under these terms without our written consent. If there is a conflict between a quotation and these terms, the quotation will prevail only to the extent that it expressly varies the relevant clause.
These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, including any question about its formation, interpretation, performance, or termination, will be subject to the exclusive jurisdiction of the courts of England and Wales. The parties agree that a reasonable attempt should be made to resolve disputes informally before legal proceedings are issued.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions for Surrey Man And Van. If any part of the service arrangement is unclear, the customer should ask for clarification before the booking is confirmed. These terms are intended to protect both parties and to ensure that each Surrey man and van service is delivered fairly, safely, and lawfully.