Man And Van Stepney Terms and Conditions
These terms and conditions set out the basis on which Man and Van Stepney provides removal, transport, collection, and related carrying services for residential, commercial, and one-off jobs. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. They are intended to create a clear and fair agreement between the customer and the service provider, covering booking process, payment, cancellations, liability, prohibited items, waste handling, and the rules that apply under UK law. These terms should be read carefully before any booking is made. If any customer has a special requirement, it must be agreed in writing before the service date so that the arrangement can be properly planned and priced.
1. Booking Process
Bookings for Man and Van Stepney may be made by telephone, email, online enquiry form, or any other approved booking method offered from time to time. A booking is not confirmed until the provider has accepted the job, the customer has supplied the necessary details, and any requested deposit or prepayment has been received where applicable. The customer must give accurate information about the items to be moved, the collection and delivery addresses, access conditions, parking restrictions, floor levels, and any handling difficulties. The quotation will be based on the information supplied at the time of enquiry. If the job details change, the price may need to be revised before the service proceeds.
Where a time slot is provided, it is an estimate and not a guaranteed exact arrival time unless expressly stated otherwise in writing. The provider may need to adjust scheduling due to traffic, weather, vehicle issues, previous job overruns, or other operational delays beyond reasonable control. The customer is responsible for ensuring that items are packed, ready, and accessible at the agreed time unless packing or dismantling has been separately included in the booking. If the customer is not present at the collection or delivery location, an authorised representative must be available to provide instructions and approve completion of the work.
2. Prices and Payments
All prices are normally quoted based on the nature of the job, the number of workers required, vehicle size, distance, loading conditions, waiting time, and any special handling needs. Quotations may be given as fixed prices or on a time-and-materials basis. Unless otherwise agreed, quoted prices are valid only for the period stated in the quotation and may be amended if the customer changes the scope of work, provides inaccurate information, or requests additional tasks on the day. Any extra services such as packing materials, stair carries, storage, disposal, or dismantling may incur additional charges.
Payment terms will be explained before the booking is confirmed. Unless a different arrangement has been agreed in writing, payment is due on completion of the service and before unloading is finalised or the goods are released. The provider may require a deposit, advance payment, or full prepayment for certain bookings, including peak periods, larger removals, or jobs involving waste disposal. Accepted payment methods may include bank transfer, card payment, or cash, depending on the arrangement made at booking stage. Late or failed payments may result in additional administration charges, suspension of future services, and recovery action where necessary and lawful.
The customer remains responsible for all fees arising from waiting time, parking charges, congestion charges, tolls, permits, and other third-party costs that are necessary for the job unless the quotation expressly states that such costs are included. If the customer asks for an invoice, it will normally be issued after completion or within a reasonable period thereafter. Any dispute about an invoice must be raised promptly and in good faith, together with supporting information. Disputed amounts should not delay payment of the undisputed balance.
3. Cancellations, Changes, and Missed Bookings
Customers may cancel or change a booking, but notice must be given as soon as possible. Cancellation charges may apply depending on how much notice is provided and whether costs have already been incurred. If a booking is cancelled shortly before the agreed date, the customer may be charged for lost time, labour allocation, vehicle preparation, and any non-recoverable expenses. Where a deposit has been paid, it may be retained in full or in part to cover reasonable losses caused by the cancellation, unless a different refund policy has been confirmed in writing. If the service provider must cancel due to unavoidable circumstances, any prepaid amount for the cancelled element will normally be refunded or rescheduled, subject to the law.
If the customer fails to be present, fails to provide access, gives the wrong address, does not have the items ready, or otherwise prevents the job from going ahead, the booking may be treated as a late cancellation or a wasted journey. In such cases, charges may still apply for the allocated time, travel, labour, and any other reasonably incurred costs. Rescheduling is offered at the provider’s discretion and subject to availability. Where a move cannot proceed because items are unsafe, illegal, unreasonably heavy, or not disclosed in advance, the provider may refuse the work or continue only with the customer’s written instruction and acceptance of any revised terms.
The provider may also decline, pause, or end a job where continuing would breach the law, create a health and safety risk, or involve handling items outside the agreed scope. No refund will be due for work already completed, and additional costs may be charged for partial completion, delay, or return visits where the issue arises from the customer’s breach of these terms.
4. Customer Responsibilities
The customer must ensure that all items are lawfully owned, properly declared, and suitable for transport. It is the customer’s responsibility to remove food from fridges, drain water from appliances where needed, secure drawers and doors, and protect delicate surfaces unless packing or protection has been agreed as part of the booking. The customer must notify the provider in advance of any items that are fragile, high value, dangerous, sharp, awkward, oversized, or require special lifting equipment. Any omission may affect the quotation, the time required, or the ability to complete the job safely.
The customer is also responsible for arranging permissions where needed, including building access arrangements, parking permissions, loading restrictions, elevator reservations, and any consents required from landlords, managing agents, or local authorities. If assistance is required to carry items through communal areas or restricted access points, the customer must make the appropriate arrangements in advance. The provider is not responsible for delays caused by lack of access, refusal of entry, unavailable parking, or building rules not disclosed before the move.
5. Liability and Insurance
The provider will take reasonable care in performing the service and handling the customer’s property. However, liability is limited to the extent permitted by law. The provider will not be liable for loss or damage arising from inaccurate information supplied by the customer, inadequate packaging, inherent defects in items, normal wear and tear, or circumstances outside reasonable control. This includes damage caused by items that are already weakened, poorly assembled, or not suitable for transport. Customers are encouraged to secure their own insurance for goods of special value or sentimental importance, as standard service arrangements may not cover every risk.
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 lawfully be excluded under UK law. Where the provider is found legally responsible for direct loss or damage, any compensation will be limited to the reasonable cost of repair or replacement, or the value of the affected item, whichever is lower and subject to proof. The provider will not be liable for indirect or consequential losses, including loss of profit, loss of business, emotional distress, missed deadlines, or third-party claims, except where required by law.
The customer must inspect the goods and the completed service at the end of the job and report any obvious issue as soon as reasonably possible. Failure to do so may affect the ability to investigate a complaint or assess a claim. Any claim must include clear details of the alleged issue and evidence of the loss or damage. The provider may require an opportunity to inspect the item, arrange repair, or review photographs before any liability is accepted.
6. Waste, Disposal, and Environmental Rules
Where the service includes rubbish removal, clearance, or disposal, the customer must clearly state which items are to be collected and confirm that they are permitted for disposal. Waste must be described accurately so that the provider can comply with applicable UK waste regulations. The customer must not include hazardous, clinical, chemical, asbestos-related, pressurised, explosive, or otherwise regulated waste unless the provider has expressly agreed in advance and confirmed that it can lawfully be taken. If prohibited waste is discovered at the time of collection, the provider may refuse to remove it, charge for wasted attendance, or arrange a lawful alternative solution at additional cost.
The provider will handle waste in accordance with applicable law, including any duty of care requirements, segregation rules, transport obligations, and use of authorised disposal or recycling facilities where relevant. The customer agrees that once waste has been lawfully collected for disposal, ownership may pass in line with the nature of the service and applicable regulation. However, the provider reserves the right to refuse waste that has not been properly separated or that appears likely to breach the law. Any contamination caused by the customer’s misdescription of items may result in extra charges, delays, or refusal of collection.
7. Prohibited and Restricted Items
For safety and legal compliance, the following items may not be transported or disposed of unless expressly agreed in writing and lawfully permitted: explosives, firearms, ammunition, illegal drugs, stolen property, live animals, perishables that may spoil, and any waste classified as hazardous without the proper arrangements. The provider may also refuse to carry items that are unsafe due to leakage, infestation, structural instability, or strong odour. If restricted items are concealed within otherwise acceptable goods, the customer remains responsible for any resulting loss, cost, or legal consequence.
In all cases, the customer must indemnify the provider against losses, fines, penalties, claims, or expenses arising from the customer’s breach of law, false declaration, unsafe packing, or failure to disclose relevant information. This indemnity does not apply where the provider has acted unlawfully or negligently. The intention of this clause is to make sure that all work is carried out safely, fairly, and in accordance with the legal obligations imposed on both parties.
8. Delays, Force Majeure, and Operational Limits
The provider will make reasonable efforts to complete the service as planned, but is not responsible for delays caused by events outside reasonable control. Such events may include severe weather, road closures, accidents, strikes, national emergencies, fire, flood, power failure, vehicle breakdown, or sudden staff illness. If such an event prevents or significantly delays performance, the provider may reschedule the job without liability for indirect losses. Where possible, the customer will be informed and given revised options. If the job can only be completed in part because of such an event, charges may apply for the portion already performed.
Vehicle capacity and safety standards may also require the provider to limit the amount of goods carried in a single journey. If the customer’s goods exceed the agreed scope, the provider may refuse additional items, request a second trip, or amend the price accordingly. Any special handling such as piano moving, bulky furniture removal, or multiple-floor access must be arranged beforehand. The provider is not obliged to use equipment or undertake lifting that would place personnel, property, or the public at unnecessary risk.
By agreeing to these terms, the customer confirms that they understand the service is provided on a practical, operational basis and may require adjustments to timing or method where safety, compliance, or efficiency demands it. Reasonable decisions made by the provider in the course of the job shall be final unless they conflict with applicable law.
9. Governing Law and General Provisions
These terms and conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer protection law provides otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remainder of the terms shall continue in full force and effect.
No failure or delay by the provider in exercising any right under these terms shall operate as a waiver of that right. Any variation to these terms must be agreed in writing by an authorised representative of the provider. These terms apply to every booking unless expressly replaced by a written agreement signed or otherwise confirmed by both parties. The headings are for convenience only and do not affect interpretation.
These Man and Van Stepney service terms are designed to be fair, practical, and compliant with UK expectations for transport, removals, and waste-related services. By proceeding with a booking, the customer accepts the balance of rights and responsibilities set out above and agrees to cooperate so that the service can be delivered safely, lawfully, and efficiently.