Terms and Conditions for Shepherdsbush Man And Van Services
These Terms and Conditions set out the basis on which Shepherdsbush Man And Van provides moving, transport, courier, collection and related removal services within the UK. By making a booking, confirming an estimate, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create a clear, fair and practical agreement between the customer and the service provider. They apply to domestic and business customers unless we expressly agree otherwise in writing.
In these terms, the words we, us and our refer to Shepherdsbush Man And Van, and the words you and your refer to the customer, sender, owner of goods, or person making the booking. The service may include loading, transport, unloading, dismantling, reassembly, waiting time, and related handling services, depending on what has been booked. Please read these terms carefully before placing any order.
By proceeding with a booking, you confirm that you are legally able to enter into a binding contract and that any information provided is complete and accurate. If you are booking on behalf of someone else, you confirm that you have authority to do so and to accept these terms on their behalf. Where there is a conflict between a written quotation and these Terms and Conditions, the written quotation will take priority for the specific service described.
1. Booking Process
A booking may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the order and, where required, received any deposit or advance payment. We may ask for details such as the collection and delivery addresses, access conditions, inventory, parking information, dates and times, and any special handling requirements. The accuracy of this information is essential because it affects the price, the vehicle size, the staffing required, and the time needed to complete the work.
We provide quotes based on the details supplied at the time of enquiry. A quote may be estimated or fixed, depending on the information given. If the information changes, the price may also change. This includes changes to the volume or weight of items, extra floors, no lift access, long carries, waiting time, restricted access, parking delays, or additional stops. If the scope of work is materially different from what was originally agreed, we may revise the quote or, where necessary, decline to proceed.
It is your responsibility to ensure that all items can be moved safely and lawfully. You should inform us in advance of any heavy, fragile, hazardous, valuable, oversized or unusually shaped items. We may refuse to transport items that are unsafe, illegal, or unsuitable for the vehicle or for handling by our team. 
If we discover on arrival that the job differs significantly from the booked description, we reserve the right to adjust the price, reschedule the job, or cancel the service if safe completion is not reasonably possible.
2. Service Standards and Customer Responsibilities
We will use reasonable skill and care in carrying out the service. You must ensure that the property, goods, and access routes are ready at the agreed time. This includes securing parking where required, protecting sensitive surfaces if appropriate, and ensuring that doors, lifts, and stairways can be used safely. You must also make sure that any children, pets, or third parties are kept away from the working area unless they are directly involved in the move and it is safe for them to be present.
Unless agreed otherwise, our service does not include disconnecting gas appliances, altering plumbing or electrical installations, removing fixtures that are attached to the property, or handling goods that require specialist training or licensing. We may agree to dismantle or reassemble furniture where suitable, but this depends on the item, available tools, and safety considerations. Any request for additional work must be agreed before it is undertaken.
You are responsible for the contents of boxes and containers packed by you. We are not obliged to inspect each packed item, and we do not accept responsibility for damage caused by poor packing, overfilled boxes, unsuitable wrapping, or hidden defects. If you require extra protection for fragile items, you should request this before the move. For clarity, our service is a transport and handling service; it is not a guarantee against all risk of breakage, scuffing, or loss arising from pre-existing weakness or improper packing.
3. Payments
Our charges may be calculated by hourly rate, fixed fee, mileage, minimum booking, or a combination of these depending on the job. Any estimate provided is based on the information available at the time. Unless stated otherwise, prices are exclusive of any applicable charges for parking, congestion, tolls, waiting time, additional labour, storage, disposal fees, or other third-party costs. Where these costs are incurred on your behalf, you agree to reimburse us.
Payment terms will be set out in the quotation or invoice. In many cases, full payment is due upon completion of the service, although we may require a deposit or advance payment to secure the booking. We may also request payment in stages for larger or multi-day jobs. Unless we agree otherwise in writing, all invoices must be paid immediately on completion or within the stated payment period. We accept payment by the methods advised at the time of booking.
If payment is not made on time, we may charge interest on the overdue amount at the statutory rate permitted under UK law, together with any reasonable costs of collection. We may also suspend further services until outstanding balances are settled. We do not waive any of our rights by accepting partial payment. In the event of a genuine billing dispute, you should notify us promptly and provide supporting information so that the matter can be reviewed in good faith.
4. Cancellations, Rescheduling and Delays
You may cancel or reschedule a booking by giving reasonable notice. Where we have reserved time, staff, or a vehicle for your job, late cancellation may result in a fee. The amount may depend on how close the cancellation is to the booked date and on any costs already incurred. If a deposit has been taken, it may be retained in full or in part to cover administration and lost booking time, unless the quotation or written agreement states otherwise.
If you need to change the date, time, access details, or scope of the job, you must tell us as soon as possible. We will try to accommodate changes, but we cannot guarantee availability. If the change materially affects the work, we may need to issue a revised quote. Should you fail to provide access, should the property be unsafe, or should the goods be unavailable at the agreed time, we may treat the booking as cancelled by you and charge a reasonable call-out or cancellation fee.
We will make reasonable efforts to arrive on time and complete the service within the expected period, but arrival times are estimates only. Delays may occur due to traffic, weather, road closures, vehicle issues, or earlier jobs overrunning. We are not liable for consequential loss arising from delays that are beyond our reasonable control. However, we will communicate any significant delay as soon as practicable and will take reasonable steps to minimise disruption to your booking.
5. Liability, Damage and Insurance
We will exercise reasonable care and skill in handling your goods, but liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by events outside our control, including defective packaging, inherent vice, hidden defects, normal wear and tear, or instructions given by you that are contrary to our advice. We do not accept liability for indirect or consequential losses such as missed appointments, loss of earnings, or business interruption, except where liability cannot legally be excluded.
If damage or loss occurs and is alleged to be due to our negligence, you must notify us as soon as reasonably possible and in any event within a reasonable time after delivery or completion. You should provide a description of the issue, supporting photographs where possible, and details of the affected items. We may inspect the item, packaging, and any relevant evidence before making a decision. If we accept responsibility, our liability will be limited to repair, replacement, or a monetary amount no greater than the fair market value of the item or the amount set out in the quotation, whichever is lower, unless otherwise required by law.
Customers are advised to arrange appropriate insurance for goods of high value, sentimental value, or unusual risk. Where items are transported without sufficient protection, we may require written confirmation that you accept the associated risk. Any claim for damage will be considered in accordance with these terms and any applicable insurance arrangements. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.
6. Waste, Recycling and Disposal Regulations
Where our service includes removal, collection, disposal, or delivery of waste, you agree that all waste will be correctly described and lawfully presented for collection. We will only transport or dispose of waste in compliance with applicable environmental and waste management laws, including duty of care requirements, segregation rules, and any necessary transfer documentation. You must not ask us to remove hazardous, contaminated, clinical, chemical, asbestos-containing, or otherwise prohibited waste unless we have expressly confirmed in writing that we are authorised and equipped to do so.
If we collect waste on your behalf, you confirm that you are the lawful holder of that waste or have the authority of the lawful holder to arrange its transfer. You must not mix prohibited items with general waste, and you must disclose any item that may require special handling. If a load is misdescribed, contaminated, or contains restricted material, we may refuse collection, charge additional fees for segregation or return, and/or report the matter to the relevant authority if required by law. You agree to cooperate with any documentation needed to demonstrate lawful transfer and disposal.
We reserve the right to refuse any item that could breach waste regulations, create a health and safety risk, or expose us to legal or environmental penalties. If items are left behind, abandoned, or dumped unlawfully at the collection point, we may notify the appropriate body where necessary. We do not accept responsibility for a customer’s failure to comply with legal requirements relating to storage, disposal, recycling, or producer responsibility. Any disposal carried out by us will be limited to lawful facilities and approved methods only.