These Terms and Conditions set out the basis on which Surrey Man And Van provides removal, transport, delivery, collection, and related moving services to customers. By making a booking, confirming an estimate, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before requesting a service. For the purposes of these terms, references to the "Company", "we", "us", and "our" mean Surrey Man And Van, and references to the "Customer", "you", and "your" mean the individual, business, or organisation receiving the service.

These conditions apply to Surrey man and van services, man and van Surrey bookings, and any comparable moving arrangement arranged directly with us. They are intended to create a clear understanding of what is included, what is excluded, how pricing works, and how responsibility is shared between the parties. If any written estimate, booking confirmation, or invoice states terms that differ from these conditions, the specific written term will take priority only to the extent of that difference.

1. Booking Process

A booking request may be made by telephone, email, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and provided confirmation in writing or by another clear communication. We may ask for details such as the collection address, delivery address, access conditions, list of items, the number of movers required, preferred dates and times, and any special handling needs. The customer must provide accurate and complete information so that we can allocate the correct vehicle, labour, and time.

Any estimate or quotation is based on the information available at the time it is provided. If the actual job differs from the description supplied, we may revise the price, the duration, the vehicle size, or the number of staff required. Examples include additional floors, no lift access, parking restrictions, long carrying distances, unusually heavy items, unassembled furniture, fragile goods, or extra collections and deliveries. We reserve the right to refuse or suspend work if the job appears unsafe, unlawful, or materially different from the agreed scope.

Unless expressly agreed otherwise, arrival times are estimated windows rather than guaranteed fixed times. Delays may occur because of traffic, weather, access problems, incidents beyond our control, or prior jobs overrunning. We will make reasonable efforts to keep the customer informed if we expect a significant delay. The customer should ensure that someone authorised to approve the work is present at the start of the service or otherwise available to give instructions.

2. Payments and Charges

All charges will be set out in the quote, booking confirmation, or invoice. Pricing may be based on hourly rates, fixed fees, mileage, labour, waiting time, van size, specialist handling, or a combination of these. Unless stated otherwise, any estimate is exclusive of VAT, congestion or parking charges, tolls, ferry costs, disposal costs, and other third-party expenses that may arise in performing the service. Where such costs are incurred on your behalf, you agree to reimburse them.

Payment terms will be confirmed at the time of booking or invoicing. We may require a deposit, partial advance payment, or full payment before the job begins. Unless we agree credit terms in writing, payment is due immediately upon completion of the service. We accept the payment methods we notify to you from time to time. If payment is not made when due, we may charge reasonable recovery costs and interest where permitted by law. We may also withhold delivery, pause work, or retain goods to the extent allowed by law until outstanding sums are paid.

If the service time exceeds the booked allowance due to circumstances caused by the customer, including delays in access, delayed readiness of goods, inaccurate item lists, or requests for extra work, additional charges may apply. We will usually calculate those charges by reference to the rates agreed for the booking. Any dispute about an invoice must be raised promptly and in writing. Undisputed amounts remain payable on time.

3. Cancellations and Amendments

You may cancel or reschedule a booking by giving us reasonable notice. Because vehicles, staff, and time are reserved for your job, late cancellations may result in a charge. Unless a different cancellation policy is stated in writing for a specific booking, the following approach generally applies: cancellations made with sufficient notice may be free of charge; cancellations made shortly before the scheduled time may attract a fee to cover our direct losses; and cancellations after arrival, or where work cannot proceed because access or readiness is not provided, may be charged in full or in part. Any deposit paid may be applied against such charges.

We may cancel or postpone a service if necessary because of unsafe conditions, vehicle unavailability, staff illness, severe weather, legal restrictions, non-payment, non-disclosure of essential information, or any event beyond our reasonable control. If we cancel for reasons within our control, we will use reasonable efforts to rearrange the service or refund any prepayment for work not performed. We are not responsible for indirect losses arising from a cancellation or rescheduling, provided we have acted reasonably and in good faith.

The customer may request changes to the date, time, scope, or destination of the booking. We will consider such requests in good faith, but any amendment is subject to availability, additional costs, and confirmation by us. Changes made at short notice may affect the quoted price. In particular, a Surrey man and van service arranged as a single-trip move may not be expandable without extra labour, a larger vehicle, or additional timing allowances.

4. Customer Responsibilities

The customer is responsible for ensuring that all items are properly packed, labelled, and ready for loading unless packing has been included in the service. Fragile items should be protected appropriately, and any goods requiring special handling should be clearly identified. You must ensure that premises, pathways, driveways, lifts, stairways, and loading areas are suitable for the work and free from preventable hazards. Where parking permits, access codes, or building permissions are required, you must obtain them in advance unless we have expressly agreed to do so.

It is your responsibility to tell us before the service begins about any items that are valuable, fragile, heavy, hazardous, or difficult to move. This includes glass, antiques, electrical appliances, flammables, sharp tools, batteries, liquids, gas cylinders, paint, chemicals, or goods of sentimental or high financial value. We may refuse to move items that are prohibited, unsafe, or unsuitable for transport in our vehicles. If we agree to move such items, it remains your responsibility to ensure they are safe for transport and legally permitted to be carried.

You should keep important documents, jewellery, cash, passports, keys, and other irreplaceable items with you rather than placing them in the load. We are not responsible for items that are not declared, improperly packed, or left unsecured. Any instructions given on site must be lawful, reasonable, and consistent with the agreed booking. Where multiple people are involved in a move, the person booking the service is responsible for ensuring that all parties understand these terms.

5. Liability and Limitations

We will take reasonable care when handling and transporting your goods. However, our liability is limited to losses caused by our proven negligence, breach of contract, or wilful misconduct. We are not liable for pre-existing damage, wear and tear, hidden defects, inadequate packing, unavoidable vibration in transit, acts of third parties, or damage arising from information that was incomplete or inaccurate. Where an item has value, you should tell us in advance so that any special handling or insurance arrangement can be considered.

Any claim for loss or damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after the service is completed or the issue is discovered. The customer should retain damaged goods, packaging, and photographs where relevant so that the matter can be assessed. We may inspect the item, request evidence of value and condition, or ask for proof of the circumstances in which the problem occurred. Failure to allow us a fair opportunity to investigate may affect the outcome of any claim.

To the fullest extent permitted by law, we exclude liability for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, emotional distress, or any loss 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 legally be excluded. If we are found liable for a claim, our total liability will not exceed the amount paid for the specific service giving rise to the claim, except where law requires otherwise.

6. Waste Regulations and Disposal Services

If our work includes rubbish removal, disposal, or clearance of unwanted items, the customer must ensure that the waste described to us is accurate and lawful to transport. We may only collect and dispose of waste in accordance with applicable environmental and waste management legislation. We do not accept responsibility for waste that has been misdescribed, concealed, contaminated, or mixed with prohibited materials. If hazardous or regulated waste is discovered during the service, we may stop work or adjust the booking, and additional charges may apply.

When disposing of waste on your behalf, we may use licensed transfer stations, recycling facilities, or authorised disposal routes. The customer acknowledges that some items may be separated for recycling, reuse, or lawful disposal at our discretion unless a specific written arrangement states otherwise. You agree not to request or permit unlawful dumping, fly-tipping, or disposal in breach of environmental law. Any goods that may require special handling, such as fridges, freezers, batteries, oils, or electrical equipment, must be declared in advance so that we can comply with relevant regulations.

The customer remains responsible for confirming ownership of items for disposal and for ensuring that none of the waste is subject to a retention requirement, data-protection concern, or third-party claim. If we reasonably believe that any collection would contravene waste regulations, public safety requirements, or environmental obligations, we may refuse the item and still charge for time spent attending the booking. A responsible Surrey man with a van service must operate within legal disposal limits, and you agree to cooperate with us in meeting those limits.

7. Insurance, Delays, and Force Majeure

We maintain insurance cover appropriate to the nature of our business, but insurance does not replace the need for customers to take reasonable precautions with their own property. Certain items may be excluded from cover unless expressly accepted and declared. It is your responsibility to hold adequate insurance for goods of exceptional value, and we recommend that you check whether your own household, business, or transit insurance is sufficient for your needs. Any mention of insurance in a quote or booking confirmation does not amount to a guarantee of cover for every type of item or circumstance.

We are not liable for delay or failure to perform our obligations where the cause is beyond our reasonable control. This includes extreme weather, road closures, accidents, strikes, fuel shortages, civil disturbance, fire, flood, pandemic-related restrictions, acts of government, or equipment failure not caused by our negligence. Where such an event occurs, we will seek to minimise disruption and may rearrange the booking if feasible. If the service is substantially prevented, the parties will discuss a fair adjustment based on the work actually completed.

If our performance is affected by an event outside our control, the customer agrees that we will not be in breach of contract solely because of that event. This section does not prevent either party from relying on any statutory rights that cannot lawfully be excluded. We will act reasonably in all cases and will not seek to rely on this clause where doing so would be unfair or contrary to mandatory law.

8. Governing Law and General Terms

These Terms and Conditions, and any dispute or claim arising from 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 over any dispute, claim, or matter arising from or connected with the services, unless mandatory law provides otherwise. If any part of these terms is found unenforceable, the remaining provisions will continue in full force and effect.

No waiver by us of any breach or default will operate as a waiver of any later breach or default. Any failure to enforce a term does not mean that we have given up our right to enforce it in future. We may update these terms from time to time, and the version in force at the time of booking will apply to that booking unless otherwise agreed in writing. These terms form the entire agreement between the parties in relation to the service, except for any written variations expressly accepted by both parties.

By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions. A reliable Surrey man and van arrangement depends on clear communication, accurate descriptions, lawful handling of goods, and timely payment. We aim to provide a straightforward, professional service, and these terms are designed to protect both the customer and the Company while ensuring the move is carried out responsibly and in line with UK law.