These Terms and Conditions set out the basis on which Man And A Van Highbury provides moving, lifting, loading, unloading, and related transport services to customers. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear and fair agreement for both parties. The intention is to explain what is included in the service, how bookings are confirmed, how payments are handled, and what happens in the event of cancellation, delay, damage, or disposal of goods and waste.

These terms apply to all services supplied under the man and van Highbury name, whether the work involves a small single-item delivery, household relocation, office transport, furniture collection, or other general van service. The customer should read these terms carefully before confirming any booking. If any part of these conditions is not clear, the customer should raise it before the service date, as the booking will be taken as acceptance of the rules described here.

The service is intended for lawful domestic and commercial transport only. The company reserves the right to refuse any job that is unsafe, unlawful, or materially different from the details provided at booking. To reduce misunderstandings, the customer should provide accurate information about access, item size, weight, parking, loading conditions, and any special handling requirements. A van man Highbury service may depend on these details in order to assign the correct vehicle, equipment, and staff.

1. Booking Process

Bookings may be made through the company’s usual reservation channels and are subject to availability. A booking is not confirmed until the service provider has accepted the job details and, where required, received a deposit or other confirmation of intent. The customer must provide complete and accurate information including collection and delivery addresses, preferred dates and times, number of items, access conditions, and any assistance needed at either location.

The customer is responsible for ensuring that the booking information reflects the actual job. If the service requirements change after confirmation, the company may revise the price, service time, vehicle type, or staff allocation. In some cases, the change may require a new appointment. The company is not liable for delays or extra costs caused by inaccurate or incomplete information supplied by the customer. A man with a van Highbury booking relies on the customer’s full cooperation in advance.

The company may provide an estimated arrival window rather than an exact minute of arrival. Any times given are estimates only unless expressly agreed in writing as fixed. Traffic, weather, previous job duration, access issues, parking restrictions, and loading difficulties may affect timing. The company will make reasonable efforts to arrive within the planned period, but minor delays do not automatically entitle the customer to compensation, cancellation without charge, or refusal of the service.

2. Payments and Pricing

Prices are usually based on factors such as time booked, size of vehicle, labour required, distance travelled, number of items, access difficulty, and any additional services requested. Unless stated otherwise, the quotation is based on the information supplied at the time of booking and assumes reasonable loading conditions. If the job takes longer than expected because of circumstances outside the company’s control, additional charges may apply, including waiting time, extra labour, or amended mileage.

All payments must be made in full according to the agreed terms. The company may require a deposit in advance, especially for larger jobs, weekend bookings, or services scheduled at peak times. Where a deposit is taken, it may be non-refundable except as required by law or where the company cancels the booking. Payment methods, if accepted, will be confirmed before the service date. The customer must ensure funds are available and must not withhold payment because of a dispute unrelated to the specific service delivered.

If the customer requests extra services on the day, such as additional collection points, dismantling, carrying items upstairs, or waiting beyond a reasonable time, the company may charge an additional fee. Any revised cost may be explained before the extra work is carried out where practical. For clarity, a Highbury man and van quote does not automatically include parking charges, congestion-related costs, tolls, permit fees, or specialist disposal costs unless stated.

3. Cancellations, Changes, and No-Shows

The customer may cancel or reschedule a booking, but the amount refundable, if any, depends on notice given and whether costs have already been incurred. Cancellations made with sufficient notice may be refunded in full or in part, depending on the booking type and any non-recoverable expenses. If cancellation occurs at short notice, the company may retain some or all of the deposit to cover loss of time, administration, and vehicle allocation.

If the customer is not present at the agreed collection or delivery time, or cannot provide access, keys, instructions, or authorisation needed to complete the work, the job may be treated as a late cancellation or no-show. In such circumstances, waiting charges may apply and the company may leave the site after a reasonable period. The customer remains responsible for any costs already incurred. If the company needs to cancel due to emergency, unsafe conditions, vehicle failure, or other unavoidable circumstances, it will seek to rearrange the service or refund eligible sums where appropriate.

Changes to the booking should be requested as early as possible. While every effort will be made to accommodate revised dates or amended service requirements, the company cannot guarantee availability. A man and van service Highbury may be scheduled tightly in order to keep costs fair and efficient, so customer changes close to the appointment time may affect the final price or availability.

4. Customer Responsibilities

The customer must ensure that items are ready to be collected at the agreed time, unless a packing or loading service has been separately arranged. Fragile, valuable, or irreplaceable items should be clearly identified in advance. The customer should also remove personal data from devices, secure loose contents, and keep small items packaged appropriately. The company will handle goods with reasonable care, but it is not responsible for defects caused by unsuitable packing or pre-existing weakness.

The customer must provide safe and reasonable access to the premises, including parking arrangements where possible. If permits, loading bay arrangements, security clearance, or building rules are required, the customer should make these arrangements in advance unless the company has expressly agreed to manage them. The customer must also ensure that the items to be transported are lawful to move and do not include prohibited goods, hazardous materials, stolen property, or items that may place staff, vehicles, or the public at risk.

If any item is excessively heavy, awkward, or likely to require specialist equipment or additional staff, the customer should disclose this before booking. Failure to do so may lead to refusal of the item, additional charges, or cancellation if the work cannot safely proceed. The company may decline to move items that are unsafe, unhygienic, contaminated, or likely to cause damage to property, other items, or the vehicle.

5. Liability and Damage

The company will take reasonable care when handling goods, but its liability is limited to losses directly caused by negligence and only to the extent permitted by law. The company will not be liable for indirect loss, loss of profit, loss of business, emotional distress, or any consequence that is not a foreseeable result of the service failure. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Where damage is alleged, the customer must report it promptly and provide reasonable evidence. Claims should be supported by photographs, descriptions, and any relevant information about the affected item and the circumstances in which the damage occurred. The company may inspect the item or request it be preserved for assessment. The company is not responsible for damage arising from poor packaging, pre-existing defects, hidden weaknesses, unsuitable loading instructions, or the movement of items that were already unstable.

Items transported on a shared or multi-item load are accepted on the understanding that minor scuffs, vibrations, and incidental movement can occur during normal transit. The company is not responsible for any item that was not declared as fragile or valuable and not packaged appropriately. If the customer wishes to arrange insurance for particularly valuable goods, this should be done separately, as standard service fees may not reflect the value of the goods moved by the man and van Highbury team.

6. Waste Regulations and Disposal

The company will only remove or transport waste where it is lawful to do so and where the service has been agreed in advance. The customer must disclose any waste, unwanted furniture, or disposal items at the time of booking. Waste transfer must comply with applicable UK waste legislation, including the duty of care principle. The company may request information about the nature of the waste and reserves the right to refuse hazardous, clinical, chemical, or otherwise regulated waste.

The customer remains responsible for ensuring that waste handed over for disposal is accurately described. The company may require that certain items are separated, bagged, boxed, or otherwise prepared in a suitable manner before collection. If the waste includes materials that require special handling, such as electrical items, fridges, mattresses, paint, oils, batteries, or other controlled materials, additional charges may apply and lawful disposal routes will be used where available.

The company may issue or retain relevant transfer records where required by law or operational practice. It is the customer’s responsibility to confirm that they have the legal right to dispose of the items and that the items are not stolen, fly-tipped, or subject to ownership disputes. A van man Highbury service will not knowingly assist with unlawful dumping, and the company may report suspicious activity to the relevant authorities where required by law.

7. Service Limitations and Operational Rules

The company provides transport and handling services only within the agreed scope of the booking. It does not undertake legal, engineering, electrical, plumbing, or assembly work unless specifically stated and agreed. Any assistance with dismantling, reassembly, or placement of items is limited to practical moving support and is not a substitute for specialist installation work. If the customer needs a specialist service, this should be arranged separately.

Staff may refuse to move items that are too heavy, too large, unsafe, structurally unstable, or likely to cause injury or damage. The final decision on whether an item can be moved safely rests with the operative on site. The company may also refuse access to premises where conditions are unsafe, where aggression or harassment occurs, or where the work cannot be completed without unreasonable risk. In such cases, charges may still apply for time spent attending the booking.

The customer acknowledges that the company may need to modify the planned route, handling method, or loading order in order to protect goods, people, and property. Any such operational decision will be made in good faith and with reasonable care. If an item must be left behind for safety reasons, the company will not be in breach of contract where the decision was necessary to avoid foreseeable harm.

8. Complaints, Refunds, and Disputes

If the customer believes that the service has not been provided in line with these terms, the issue should be raised as soon as possible so it can be reviewed. The company may ask for supporting information, including photos, booking details, and a description of the concern. Where a remedy is appropriate, the company may offer a partial refund, adjustment, or other reasonable solution, depending on the facts and the extent of any proven failure.

Refunds are not automatic and will not be made where the customer has contributed to the problem by giving inaccurate information, failing to provide access, or requesting work outside the agreed scope. Any decision regarding reimbursement will be made in line with the contract, the circumstances of the job, and any legal obligations. The company aims to resolve disputes fairly and proportionately without unnecessary escalation.

Nothing in these terms prevents the parties from trying to resolve a dispute amicably. Where applicable, the customer may also have rights under consumer law. However, the company will not be responsible for losses beyond those expressly stated in these terms or required by law. A man and van Highbury booking is a practical transport arrangement, and the scope of remedies is therefore limited to what is fair, reasonable, and legally valid.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of 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 jurisdiction over any non-resolved dispute, subject to any mandatory rights available to consumers or other applicable legal protections.

By booking and using the service, the customer confirms that they understand and accept these Terms and Conditions in full. If any clause is found to be unlawful or unenforceable, the remainder of the terms shall continue to apply. The company may update these terms from time to time to reflect changes in law, operations, or service practice, and the version in force at the time of booking will apply unless a different version is expressly agreed.

These conditions are intended to provide a clear framework for a reliable, lawful, and professional man with a van Highbury service. They protect both the customer and the provider by setting out expectations for booking, payment, cancellation, liability, and waste handling. With accurate information, reasonable cooperation, and fair use of the service, the moving process can remain efficient and straightforward.