Terms and Conditions

Shepherds Bush Man and Van Terms and Conditions

These Terms and Conditions govern the provision of man and van and removal services by Shepherds Bush Man and Van. 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 words have the meanings set out below:

1.1 "Company" means Shepherds Bush Man and Van, the removal and man and van service provider.

1.2 "Customer" means the individual, business or other entity that books or uses the services of the Company.

1.3 "Services" means any man and van, removal, collection, delivery, transportation, loading, unloading, packing, or related services provided by the Company.

1.4 "Goods" means all items, belongings, furniture, equipment, boxes and other property that are to be moved, transported or handled by the Company as part of the Services.

1.5 "Contract" means the agreement between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions and any written or agreed quotation.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers within its service area and, where agreed, to and from other UK locations.

2.2 Unless explicitly agreed in writing, the Services do not include disconnection or reconnection of appliances, dismantling or reassembly of complex furniture, or any specialised lifting requiring third-party equipment.

2.3 The Company may use its own staff, vehicles, and equipment, or approved subcontractors, to perform the Services. The Customer agrees that subcontractors engaged by the Company are entitled to the benefit of these Terms and Conditions.

3. Booking Process

3.1 Bookings can be made by the Customer via any method made available by the Company, including online forms or written confirmation. A booking is not confirmed until the Company has accepted it and provided confirmation.

3.2 The Customer must provide accurate and complete information at the time of booking, including but not limited to:

a. Full collection and delivery addresses
b. Details of property access, parking restrictions and floor levels
c. An honest and accurate description of the Goods and their approximate volume or quantity
d. Any special handling requirements, fragile, heavy or valuable items
e. Preferred date and time for the Services.

3.3 Quotations are based on the information supplied by the Customer. If the information is inaccurate or incomplete, the Company reserves the right to amend the quotation or charge additional fees to reflect the actual work required.

3.4 All bookings are subject to vehicle and staff availability. The Company may decline or amend a booking if it cannot reasonably accommodate the requested date, time or scope of work.

4. Quotations and Prices

4.1 Unless stated otherwise, quotations are provided on an hourly or fixed-fee basis and are exclusive of additional charges such as congestion or toll charges, parking costs, or fees for waiting time beyond the agreed scope.

4.2 Quotations are valid for a limited period as specified by the Company. If no period is specified, the quotation will be valid for 30 days from the date of issue, subject to availability.

4.3 The Company reserves the right to revise quotations if:

a. The Customer’s requirements change
b. Access at collection or delivery addresses is more difficult than stated
c. There are unexpected delays caused by the Customer or third parties
d. Additional Goods or services are requested on the day of the move.

5. Payments

5.1 The Customer agrees to pay all charges for the Services in accordance with the rates, quotation or invoice issued by the Company.

5.2 The Company may require a deposit or full prepayment at the time of booking to secure the date and time of the Services. Any such requirement will be communicated before confirmation of the booking.

5.3 Unless otherwise agreed in writing, any balance due is payable immediately upon completion of the Services on the day of the move.

5.4 Payment methods accepted will be communicated by the Company. The Customer must ensure that they have an available and valid payment method on the day of the move.

5.5 If payment is not made when due, the Company reserves the right to:

a. Suspend or cease provision of the Services
b. Charge reasonable interest on overdue amounts at the statutory rate
c. Recover from the Customer all costs and expenses incurred in collecting any outstanding sums.

6. Cancellations and Changes

6.1 The Customer may cancel or amend a booking by giving notice to the Company.

6.2 If the Customer cancels more than 48 hours before the scheduled start time, any deposit paid may be refunded or transferred at the Company’s discretion, subject to any administrative fee communicated in advance.

6.3 If the Customer cancels within 48 hours of the scheduled start time, the Company reserves the right to retain all or part of the deposit and to charge a reasonable cancellation fee to cover lost bookings and administrative costs.

6.4 If the Customer cancels on the day of the move or fails to be present at the agreed time, the Company may charge up to the full quoted amount.

6.5 If the Customer wishes to change the date, time or scope of the Services, this will be subject to availability and may result in revised charges. The Company is under no obligation to accommodate changes but will make reasonable efforts to do so.

6.6 The Company may cancel or postpone the Services if:

a. The Customer has not paid any required deposit or prepayment
b. Weather, road conditions or other factors make it unsafe or impractical to perform the Services
c. The Company has reason to believe that performing the Services would be unlawful or unsafe
d. Circumstances beyond the Company’s reasonable control prevent the Services from being carried out.

6.7 In the event of cancellation by the Company, any deposit or prepayment will be refunded, or an alternative date offered, as the Customer prefers. The Company shall not be liable for indirect or consequential losses caused by such cancellation.

7. Customer Responsibilities

7.1 The Customer is responsible for:

a. Ensuring adequate parking arrangements and any necessary permits at collection and delivery addresses
b. Ensuring that access is safe and suitable for the Company’s vehicles and personnel
c. Packing and securing Goods properly unless the Company has agreed to provide packing services
d. Ensuring that all Goods to be moved are ready for transport at the agreed time
e. Arranging for someone authorised to be present at collection and delivery addresses to supervise, give instructions and sign any documents.

7.2 The Customer must not ask the Company to transport any Goods that are unlawful, hazardous, explosive, corrosive, highly flammable, perishable beyond reasonable timescales, or otherwise unsafe.

7.3 The Customer must notify the Company in advance of any items of exceptional value, fragility or sensitivity, including but not limited to antiques, artworks, high-value electronics, and delicate instruments.

8. Liability and Limitations

8.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is subject to the limitations in this section.

8.2 The Company will not be liable for:

a. Loss or damage arising from the Customer’s failure to properly pack or protect Goods where packing is not undertaken by the Company
b. Loss or damage to the contents of boxes, bags or containers that were not packed by the Company
c. Normal wear and tear, minor scratches, scuffs or dents arising from normal handling
d. Loss or damage caused by defects in Goods, such as inherent weakness, poor construction or pre-existing damage
e. Loss of or damage to cash, jewellery, precious metals, important documents or items of similar value or sensitivity, whether or not the Company was informed of their presence
f. Losses resulting from delays, missed appointments or failure to complete the move on time where caused by circumstances beyond the Company’s reasonable control, including traffic, road closures or adverse weather.

8.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a reasonable sum per item or per claim, capped at the total amount paid or payable by the Customer for the specific Services giving rise to the claim, unless otherwise agreed in writing.

8.4 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, or any other liability that cannot lawfully be excluded or limited under UK law.

8.5 The Customer must inspect Goods and property as soon as reasonably practicable after completion of the Services and notify the Company in writing of any visible loss or damage within 48 hours. The Company may not be able to consider claims made outside this period.

9. Delays and Waiting Time

9.1 The Company will use reasonable endeavours to arrive at the agreed start time, but times are estimates and not guaranteed unless expressly confirmed as such in writing.

9.2 The Company shall not be liable for delays arising from traffic, accidents, weather conditions, road closures, breakdowns or other factors outside its reasonable control.

9.3 If the Company is kept waiting or is unable to commence work at the scheduled time due to the Customer, additional waiting time charges may apply at the Company’s standard hourly rate.

10. Parking, Access and Charges

10.1 The Customer is responsible for arranging any parking permits or permissions required for the Company’s vehicles at both collection and delivery locations.

10.2 Any parking fines, penalties or additional charges incurred as a direct result of inadequate parking arrangements or information provided by the Customer may be charged to the Customer.

10.3 If access is more difficult than described, for example due to narrow stairs, long carrying distances or lack of lift access, the Company may charge additional fees to reflect the extra time and labour required.

11. Waste and Disposal Regulations

11.1 The Company is not a general waste disposal contractor. The Company will not remove or dispose of household waste, rubble, builder’s waste, hazardous materials or items that require specialist disposal, unless this has been specifically agreed and is compliant with applicable waste and environmental regulations.

11.2 The Customer must not request the Company to dispose of items illegally, including fly-tipping, abandonment or disposal without proper authority.

11.3 Where the Company agrees to remove unwanted items, such removal will be carried out in line with relevant UK waste and recycling regulations. Additional charges may apply for disposal or recycling services.

11.4 The Customer remains responsible for any unlawful or improper waste that they direct the Company to handle, and shall indemnify the Company against any fines, penalties or claims arising from such directions.

12. Insurance

12.1 The Company maintains appropriate insurance cover for its activities in accordance with UK law and industry practice.

12.2 The Customer is encouraged to maintain their own contents or business insurance covering Goods in transit, especially for higher-value items, as the Company’s liability is limited as set out in these Terms and Conditions.

13. Complaints

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

13.2 Complaints regarding loss or damage must be reported within the time limits set out in clause 8.5 and include reasonable evidence such as photographs and a description of the Goods and the alleged damage.

14. Data Protection

14.1 The Company will process personal information provided by the Customer in accordance with applicable UK data protection laws.

14.2 Personal data will be used for the purposes of managing bookings, providing the Services, handling payments, and dealing with any queries or complaints. The Company will not sell personal data to third parties.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.

15.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter or formation.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid or unenforceable, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.

16.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.

16.4 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between the Customer and the Company and supersede all prior discussions, correspondence and understandings relating to the subject matter.

16.5 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract.