Shepherds Bush Man And Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Shepherds Bush Man And Van provides removal, transport, loading, unloading, and related man and van services within the United Kingdom. By making a booking, confirming a quote, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are intended to create a clear agreement between the customer and the service provider, covering the booking process, payment arrangements, cancellations, liability, waste handling, and the legal framework that applies to the service. They should be read carefully before any moving, delivery, or transport work is scheduled.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Shepherds Bush Man And Van, and references to “you” and “your” mean the individual or business placing the booking. The service may be provided for domestic, commercial, single-item, or multi-item transport jobs, subject to vehicle capacity, access conditions, and lawful use. We reserve the right to decline or end a service where the requested work is unsafe, unlawful, or materially different from what was agreed at the time of booking.

All services are offered subject to availability and to the accuracy of the information provided by the customer. If the details you supply are incomplete or incorrect, such as missing collection points, access restrictions, item dimensions, or parking limits, the quote may change and the schedule may be affected. Shepherds Bush Man And Van aims to provide a reliable man and van service, but the final service arrangement depends on the nature of the job and the conditions at both collection and delivery addresses.

Booking Process

A booking is normally made once we have received the required job details and issued a quotation or estimated price. A booking is only confirmed when you accept the quote and we acknowledge the booking in writing or by another stated method. The information required may include the collection and delivery addresses, preferred date and time, a description of goods, floor level, lift access, parking access, and any special handling requirements. We may also request photographs or additional descriptions where needed to assess the job properly. Shepherds Bush Man And Van is entitled to rely on the accuracy of the information supplied when preparing the quote.

Where a booking involves moving furniture, boxes, appliances, or other household or business items, you must ensure that all items are ready for loading at the agreed time unless a loading or packing service has been expressly included. If the job differs from the original description, we may revise the quotation or refuse to proceed where the change would create extra risk, delay, or cost. Any agreed arrival time is an estimate unless a fixed time has been specifically confirmed. Delays caused by traffic, access issues, weather, or events outside our control do not automatically create a breach of contract.

We may require a deposit or prepayment for some services, especially where the booking is for a larger removal, a same-day job, or a specific time slot. A deposit confirms the reservation and may be non-refundable if the customer cancels outside the permitted cancellation period or if the service cannot proceed because of incorrect information supplied by the customer. We reserve the right to refuse or cancel a booking if we reasonably believe the requested work cannot be completed safely, lawfully, or within the available vehicle and staffing resources.

Payments and Charges

Prices may be quoted as fixed fees, hourly rates, or a combination of both, depending on the nature of the work. Unless stated otherwise, any quotation is based on the details provided before the booking is confirmed. Additional charges may apply for waiting time, congestion in access, extra floors without lift access, heavy or awkward items, dismantling or reassembly, overnight storage, parking charges, tolls, congestion-related costs, or other services that were not included in the original quote. If the scope of the work changes after arrival, we may update the price accordingly.

Payment is due in full according to the terms agreed at the time of booking or on completion of the service, depending on the arrangement. We may accept bank transfer, card payment, cash, or other payment methods as stated at the point of sale. Where payment is required on completion, the customer must ensure that funds are available and that payment can be made promptly. We may withhold unloading, delivery, or completion of the job until payment has been received in full, unless doing so would create an unreasonable safety issue.

Any invoice not paid by the due date may be subject to late payment charges, interest, recovery costs, or other lawful collection measures. If a customer disputes an amount, the undisputed part of the invoice should still be paid on time. Should legal or administrative action become necessary to recover unpaid sums, the customer may be responsible for the reasonable costs of recovery where permitted by law. Prices are normally quoted exclusive of any unusual charges unless otherwise clearly stated in writing.

Cancellations, Changes, and Waiting Time

You may cancel or rearrange a booking by giving notice as early as possible. The amount of any cancellation charge depends on how much notice is given, whether staff and vehicle time has already been reserved, and whether the job was scheduled for a fixed date or peak period. Cancellations made at short notice may result in a charge to cover lost time and preparation costs. If a deposit was taken, it may be retained in full or part where the cancellation falls outside the agreed cancellation window.

We may cancel or reschedule a booking if the vehicle is unavailable, if staff become unfit for work, if there are serious traffic or safety concerns, or if circumstances beyond our control make performance impractical. In such cases, we will aim to notify you as soon as reasonably possible and offer an alternative date or another suitable arrangement where available. Our liability for cancellation caused by matters beyond our control is limited to refunding any prepayment for services not performed, unless the law requires otherwise.

If we arrive and cannot begin or complete the service because access is blocked, there is insufficient parking, items are not ready, or the customer is absent, waiting time charges may apply. We may also charge for wasted journeys where the job cannot proceed due to reasons within the customer’s control. Any change to the scope of work, timing, or route should be agreed before it is carried out. Excessive delays may require us to reallocate the vehicle or staff, which could affect the final completion time.

Liability and Customer Responsibilities

We will take reasonable care when handling items and carrying out the service, but the customer remains responsible for ensuring that goods are adequately packed, labelled, and fit for transport unless packing has been included in the contract. Fragile items, loose contents, high-value possessions, and items with hidden defects should be declared in advance. It is the customer’s responsibility to remove personal data, secure sensitive items, and inform us of any items requiring special handling, such as glass, mirrors, artwork, electronics, or appliances containing residual fluids.

Our liability for loss or damage is limited to losses caused by our negligence or wilful misconduct and is subject to the exclusions and limits set out in these Terms and Conditions. We are not responsible for pre-existing damage, wear and tear, inadequate packing, or damage caused by incorrect instructions, unsafe lifting conditions, or defects in the goods themselves. Unless otherwise agreed in writing, we do not accept responsibility for indirect or consequential losses such as loss of profit, loss of business, missed appointments, or emotional distress arising from a service issue.

Where items are moved by our team, you must inform us of any known structural risks, including weak floors, narrow staircases, low ceilings, fragile fixtures, or limited turning space. The customer must ensure that the property and access route are safe and suitable for the service. We may refuse to move an item that appears unsafe, unstable, or beyond the capacity of the team or vehicle. If we have to stop work because of unsafe conditions, the job may still be charged for time, travel, or work already completed.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Where the law implies warranties or conditions that cannot be excluded, those rights remain in force. Apart from those mandatory rights, all implied terms are excluded to the fullest extent permitted by law. The customer is responsible for arranging any insurance they consider necessary to protect goods during transport or storage.

Waste Regulations and Prohibited Items

If the service includes the removal of waste, unwanted furniture, packaging, or mixed household items, the customer must ensure that the waste is lawfully presented and accurately described. Shepherds Bush Man And Van will only transport or dispose of waste in accordance with applicable UK waste regulations. We may request evidence that items are genuinely waste, and we may refuse to remove material that is illegal, hazardous, difficult to classify, or not covered by the agreed service. Waste must not include prohibited substances, asbestos, chemicals, medical waste, explosives, or any item that requires a specialist licence unless specifically agreed and lawfully arranged in advance.

Where waste is collected, the customer must disclose whether any items contain batteries, oils, refrigerants, sharp materials, contaminated materials, or electrical components. Some items may be subject to separate treatment, recycling, or disposal requirements. If the customer misdescribes waste or mixes prohibited material with general waste, we may charge additional sorting, return, or compliance costs, and we may terminate the service immediately if continued handling would breach legal obligations. We reserve the right to refuse any load that could expose us to regulatory risk or unsafe disposal.

The customer acknowledges that unlawful disposal of waste, false description of items, fly-tipping, or using the service to evade waste duties is strictly prohibited. Where a waste transfer note, description of load, or other compliance record is required, the customer must provide accurate details and cooperate with any lawful documentation process. Our teams may take reasonable steps to ensure waste is delivered only to authorised facilities or otherwise handled in line with the law. Any breach of waste rules by the customer may result in cancellation, extra charges, and potential reporting to the relevant authorities where appropriate.

We may decline any item that is contaminated, dangerous, or otherwise unsuitable for the vehicle or destination facility. The customer remains responsible for ownership, right to dispose, and the lawfulness of any item handed over for removal. If you are uncertain whether an item is classed as waste, you must tell us before the booking is confirmed so that the correct service can be arranged.

Insurance, Claims, and Service Standards

We maintain service standards designed to support careful loading, transport, and unloading, but no transport service can eliminate all risks. The customer should inspect items promptly at delivery and report any apparent damage or shortage as soon as reasonably possible. Any claim should include details of the goods, the nature of the issue, and the circumstances in which the problem was discovered. Failure to notify us within a reasonable time may affect our ability to investigate the matter fully.

Claims will be assessed based on the information available, including photographs, booking details, and evidence of the condition of items before and after transit where available. We may request proof of value, repair estimates, or other supporting information before considering compensation. If compensation is payable, it will normally be limited to the reasonable direct loss proven to have arisen from our negligence and will not exceed any applicable cap agreed in writing or allowed by law. Customers are encouraged to maintain appropriate insurance for valuable or fragile goods.

We may use subcontractors or associated personnel to perform all or part of the service. Where this happens, these Terms and Conditions continue to apply, and any reference to our team includes those carrying out work on our behalf. Any subcontractor used will be expected to follow the same care, conduct, and legal compliance standards as our own staff. We remain responsible for the overall performance of the service, subject to lawful limits on liability.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking, or these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer rights allow a claim to be brought elsewhere. Nothing in this clause affects any statutory rights that cannot be waived under UK law.

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right or provision on one occasion does not mean that we waive that right or provision in the future. These Terms may be updated from time to time to reflect changes in our services, operational requirements, or legal obligations. The version in force at the time of booking will normally apply to that booking unless a change is required by law.

Shepherds Bush Man And Van provides services on the understanding that the customer has read, understood, and accepted these conditions. By proceeding with a booking, you agree that the information you have supplied is accurate to the best of your knowledge and that you will comply with any reasonable instructions needed to complete the job safely and lawfully. This agreement forms the entire contract between the customer and the service provider for the relevant booking unless another written agreement states otherwise.