Shepherd's Bush Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Shepherd's Bush Man and Van provides removal, man and van, collection, delivery and related services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order or confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Shepherd's Bush Man and Van.
1.2 "Customer" means the individual, business or organisation booking or using the services of the Company.
1.3 "Services" means any man and van, removal, collection, delivery, loading, unloading, packing, furniture moving, relocation or related services provided by the Company.
1.4 "Goods" means the items, belongings, furniture, equipment, boxes or other property that the Company is requested to move, transport, carry, handle, load, unload or otherwise deal with.
1.5 "Service Area" means the areas in which the Company offers its services, primarily serving customers within and around Shepherd's Bush and other UK locations as agreed from time to time.
1.6 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Scope of Services
2.1 The Company provides man and van and removal services, including but not limited to local and regional home removals, office moves, collection and delivery of single or multiple items, and related transport services within the Service Area and elsewhere in the UK by prior agreement.
2.2 The specific Services to be provided, together with any agreed date, time, locations, vehicle size, number of staff and any additional requirements, will be set out in a quotation, confirmation or booking record issued by the Company.
2.3 The Company reserves the right to use such vehicles, equipment, routes and reasonable methods of carrying out the Services as it considers appropriate, having regard to safety, accessibility, traffic and operational requirements.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Company's accepted communication channels and are subject to availability and confirmation by the Company.
3.2 A booking will not be treated as confirmed until the Customer has received explicit confirmation from the Company. The Company may, at its discretion, require a deposit or pre-payment before confirming a booking.
3.3 The Customer must provide full and accurate information at the time of booking, including:
(a) collection and delivery addresses;
(b) floor levels, lift availability and access restrictions;
(c) anticipated volume of Goods and any particularly heavy, bulky or fragile items;
(d) parking arrangements or restrictions at each address;
(e) any time restrictions, building rules or access windows that may affect the Service.
3.4 If on arrival the Company finds that the information supplied by the Customer was incomplete or inaccurate, the Company may adjust the price, allocate additional time or resources, or, if necessary, decline to complete part or all of the job. Any additional charges resulting from inaccurate or incomplete information will be payable by the Customer.
3.5 The Customer is responsible for obtaining any permissions required for parking, property access, loading areas, building entry and use of lifts or common areas.
4. Quotations and Pricing
4.1 Any quotation given by the Company is based on the information supplied by the Customer and is valid for a limited period as stated in the quotation or, if not stated, for 30 days from the date of issue.
4.2 Quotations may be provided on a fixed price, minimum charge or hourly rate basis. The basis of charging will be clearly explained to the Customer before the booking is confirmed.
4.3 The Company reserves the right to adjust the quoted or estimated price if:
(a) the Customer requires additional services not originally agreed;
(b) the work takes longer than reasonably expected due to factors outside the Company's control, such as traffic delays, waiting time, limited access, or additional items not disclosed at the time of booking;
(c) there are extra flights of stairs, long carrying distances, or restricted access not mentioned at the time of booking;
(d) the move involves items that require special handling, dismantling or reassembly not previously agreed.
4.4 Any additional charges for congestion charges, tolls, parking, parking fines resulting from instructions given by the Customer, or other third-party costs arising directly from the provision of the Services will be payable by the Customer.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move or in advance if requested by the Company.
5.2 The Company accepts payment methods as communicated to the Customer at the time of booking. The Company reserves the right to decline certain payment methods at its discretion.
5.3 Where a deposit is required, it must be paid by the due date specified by the Company. Failure to pay a required deposit may result in cancellation of the booking.
5.4 For business Customers or account Customers, alternative payment terms may be agreed in writing. If payment is not received by the agreed due date, the Company may charge interest on the overdue amount at the statutory rate permitted under UK law until payment is made in full.
5.5 The Customer is not entitled to withhold payment by way of set-off, deduction, counterclaim or any other reason unless agreed in writing by the Company.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or amend a booking, the Customer must notify the Company as early as possible.
6.2 The Company may apply a cancellation charge, which will be communicated to the Customer, based on the notice given prior to the scheduled start time:
(a) if more than a specified minimum number of working days' notice is given, any deposit paid may be refunded or transferred, subject to reasonable administrative costs;
(b) if shorter notice is given, the Company may retain part or all of the deposit and may charge a proportion of the estimated cost of the Services to cover the loss of reserved time and resources.
6.3 If the Customer fails to be present, fails to provide access, or is otherwise not ready for the Services at the agreed time and date, this may be treated as a cancellation, and the Company may charge a cancellation fee or waiting time as appropriate.
6.4 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, road closures or safety concerns. In such cases, the Company will use reasonable efforts to offer an alternative date or time. The Company shall not be liable for any indirect losses arising from such cancellation or postponement.
7. Customer Responsibilities
7.1 The Customer is responsible for:
(a) ensuring that Goods are properly packed, secured and labelled where necessary, unless packing services have been agreed as part of the Contract;
(b) disconnecting appliances and preparing electrical equipment or other items for transport;
(c) removing or securing wall fixings, fittings, and items that are not to be moved;
(d) ensuring that access to properties, stairways, lifts and corridors is clear and safe.
7.2 The Customer must not ask the Company to transport or handle any goods that are illegal, hazardous, explosive, corrosive, flammable, perishable in a manner that would cause risk, or otherwise prohibited by law.
7.3 The Customer must be present, or represented by an authorised adult, during loading and unloading to provide instructions, confirm that all Goods have been loaded or unloaded, and sign any necessary documents.
8. Excluded and Restricted Items
8.1 The Company does not accept responsibility for the transport of cash, jewellery, precious metals, securities, important documents or other items of unusual value, unless agreed in writing beforehand.
8.2 The Company may refuse to move items that, in its reasonable opinion, are unsafe to handle or are likely to cause damage to property, vehicles, staff or other Goods.
8.3 Certain items may require special handling, equipment or additional staff. The Customer must notify the Company of any particularly heavy, awkward or delicate items prior to booking.
9. Liability and Insurance
9.1 The Company will take reasonable care in handling, loading, transporting and unloading Goods. However, the Company's liability for loss of or damage to Goods is limited, and the Customer is encouraged to ensure appropriate insurance cover is in place for the full value of the Goods.
9.2 The Company shall not be liable for any loss or damage arising from:
(a) Goods packed by the Customer, where damage is caused by inadequate or unsuitable packing;
(b) inherent defects, weaknesses or pre-existing damage in the Goods;
(c) normal wear and tear, scratching, scuffing or minor cosmetic damage occurring in the usual course of handling and transport;
(d) loss or damage to fragile or delicate items where the Customer has failed to advise the Company of their nature and value prior to the move;
(e) events beyond the Company's reasonable control, including but not limited to theft, fire, weather conditions, road traffic incidents or acts of third parties.
9.3 The Company's total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable limit based on the value of the Goods and any specific terms agreed with the Customer. Details of any applicable limits may be provided to the Customer on request.
9.4 The Company shall not be liable for any indirect, consequential or economic losses, including loss of profit, business interruption, loss of opportunity, or emotional distress, arising from the provision of the Services.
9.5 The Customer must notify the Company in writing of any apparent loss or damage to Goods as soon as reasonably practicable and, in any event, within a reasonable period after completion of the Services. The Customer must provide evidence and reasonable cooperation to enable the Company to investigate any claim.
10. Waste Regulations and Disposal
10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste collection service and will not remove domestic refuse, construction waste, hazardous materials, or items that are not suitable for normal transport and removal operations, except where explicitly agreed.
10.2 Where the Customer requests removal of unwanted items, furniture or other Goods for disposal, the Company may agree to transport such items to a suitable facility or designated location, subject to applicable charges and regulations.
10.3 The Customer must not request the Company to dispose of controlled, hazardous or prohibited waste. This includes chemicals, asbestos, gas cylinders, fuel, paint, solvents, clinical waste, and any material classified as hazardous under UK law.
10.4 The Customer remains responsible for ensuring that any disposal requested is lawful and for providing accurate information about the nature of any items designated for disposal. The Company may refuse to carry or dispose of any items it reasonably believes to be in breach of waste or environmental regulations.
11. Access, Parking and Property Damage
11.1 The Customer is responsible for arranging suitable parking for the Company's vehicles at all relevant addresses. Any parking permits, visitor permits or temporary permissions are the responsibility of the Customer.
11.2 If suitable parking cannot be secured or if the vehicle must park at a distance from the property, the Company may charge for additional time or labour incurred due to longer carrying distances or waiting times.
11.3 The Company will take reasonable care to avoid damage to property when carrying out the Services. However, the Company is not liable for damage that arises from:
(a) moving Goods in or out of areas with restricted access where damage could not reasonably be avoided;
(b) the structural condition of the property, fixtures or fittings;
(c) Customer instructions to proceed with moving items despite risk of damage being explained.
12. Delays and Events Beyond Control
12.1 The Company will make reasonable efforts to adhere to agreed start times and schedules. However, times given for arrival or completion are estimates and not guaranteed unless expressly agreed in writing.
12.2 The Company shall not be liable for delays or failure to perform the Services resulting from events beyond its reasonable control, including but not limited to traffic congestion, road closures, accidents, vehicle breakdowns, extreme weather conditions, strikes, public events or other unforeseen circumstances.
13. Complaints and Disputes
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 The Customer should provide a clear description of the issue, together with any supporting evidence, so that the Company can respond in a fair and timely manner.
13.3 The Company will use reasonable efforts to resolve disputes amicably. This does not affect the Customer's legal rights under UK law.
14. Data Protection
14.1 The Company will process personal data in accordance with applicable UK data protection legislation. Personal information provided by the Customer will be used for managing bookings, providing Services, processing payments and handling queries or complaints.
14.2 The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary for the performance of the Services, compliance with legal obligations, or with the Customer's consent.
15. Variations to These Terms
15.1 The Company may revise these Terms and Conditions from time to time. The version in force at the time a booking is confirmed will apply to that Contract.
15.2 Any variation to these Terms and Conditions requested by the Customer shall only be binding if agreed in writing by the Company.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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, the Services, or any Contract between the parties.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable by a court or regulator, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, or, if this is not possible, it shall be treated as deleted.
17.2 Any modification or deletion of a provision shall not affect the validity and enforceability of the remaining provisions of these Terms and Conditions.
18. Entire Agreement
18.1 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations or agreements, whether oral or written.
18.2 The Customer acknowledges that they have not relied upon any statement, promise, representation or assurance that is not set out in these Terms and Conditions or in the written confirmation of the booking.
