Terms and Conditions
Merton Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Merton Man and Van provides removal, transport and related services within the United Kingdom. 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.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means Merton Man and Van, the provider of the removal and transport services.
1.2 "Customer" or "you" means the person, firm, business or organisation requesting or using the services of the Company.
1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, furniture assembly, or related services provided by the Company.
1.4 "Goods" means any items, property or belongings handled, transported or stored by the Company on behalf of the Customer.
1.5 "Contract" means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions.
2. Scope of Services
2.1 The Company provides man and van, home and office removals, item collections and deliveries, and related services within its service area in the United Kingdom, subject to availability and suitability.
2.2 The exact nature and scope of the Services will be confirmed at the time of booking, based on the information supplied by the Customer about the size of the move, access conditions, addresses and any special requirements.
2.3 The Company reserves the right to refuse to carry certain items, including but not limited to hazardous materials, illegal goods, perishable goods, animals, cash, precious metals, jewellery, important documents, and items of unusual value or fragility, unless specifically agreed in writing in advance.
3. Booking Process
3.1 Bookings may be made through the Company’s accepted communication channels, as indicated on its website or promotional materials.
3.2 When making a booking, the Customer must provide accurate and complete information, including collection and delivery addresses, access details (such as floors, lifts, parking restrictions), the approximate volume and nature of the Goods, and any special handling requirements.
3.3 The Company will provide a quotation based on the information supplied. Quotations may be given as a fixed price or based on an hourly rate, as specified to the Customer.
3.4 A Contract is formed when the Customer accepts the quotation or otherwise confirms the booking, and the Company confirms the appointment date, time, service type and pricing basis.
3.5 The Company reserves the right to amend or withdraw a quotation if the information provided by the Customer is incomplete, incorrect or has changed significantly before the Services begin.
4. Pricing and Payments
4.1 Prices will be communicated to the Customer before the Contract is confirmed. Pricing may be on a fixed-fee basis or an hourly rate, depending on the nature of the job and what has been agreed.
4.2 Unless expressly stated otherwise, all prices are in pounds sterling and inclusive or exclusive of any applicable taxes as indicated by the Company.
4.3 The Company may require a deposit or prepayment to secure a booking. Any such requirement will be notified at the time of booking.
4.4 The balance of the fee is generally payable on completion of the Services on the day of the move, unless otherwise agreed in advance in writing.
4.5 Accepted payment methods will be communicated to the Customer and may include cashless options and other common payment methods. The Company is not obliged to accept payment methods that have not been pre-agreed or stated as accepted.
4.6 Where the Services are charged on an hourly basis, time will normally be calculated from arrival at the collection address until completion of unloading at the final destination, including any unavoidable waiting time caused by the Customer or by circumstances reasonably within the Customer’s control.
4.7 Additional charges may apply for, without limitation, extra labour, additional stops, waiting time, handling of unusually heavy or bulky items, poor access conditions, or work outside standard hours, where such factors were not disclosed or foreseeable at the time of booking.
5. Customer Responsibilities
5.1 The Customer is responsible for ensuring that:
(a) the Goods are properly packed, secured and labelled, unless packing services have been booked;
(b) all items to be moved are ready for transport at the agreed time;
(c) there is suitable and legal parking available at both collection and delivery addresses;
(d) access to the property is safe, clear and suitable for the Services to be carried out;
(e) any required permissions, permits or authorisations (including parking permits and building access) have been obtained in advance.
5.2 The Customer must ensure that no prohibited or hazardous items are included with the Goods without prior written consent from the Company.
5.3 The Customer or an authorised representative must be present during loading and unloading, or otherwise make clear arrangements with the Company. The Customer is responsible for verifying that the correct Goods are loaded and unloaded.
6. Cancellations and Changes
6.1 The Customer may cancel or amend a booking by providing notice to the Company through its accepted communication channels.
6.2 The Company may apply a cancellation charge depending on the notice period given:
(a) if cancellation is made more than 48 hours before the scheduled start time, the Company will normally refund any deposit paid, subject to any reasonable administrative costs;
(b) if cancellation is made between 24 and 48 hours before the scheduled start time, the Company may retain all or part of the deposit or charge up to 50 percent of the estimated fee;
(c) if cancellation is made less than 24 hours before the scheduled start time, the Company may charge up to 100 percent of the estimated fee, including any minimum call-out charges.
6.3 If the Customer wishes to change the date, time or scope of the Services, the Company will make reasonable efforts to accommodate the request, but cannot guarantee availability. Changes may result in revised pricing.
6.4 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including severe weather, accidents, vehicle breakdowns, road closures, safety concerns or illness. In such cases, the Company will aim to offer an alternative date or a refund of any amounts paid for Services not provided, but shall not be liable for any indirect losses or consequential costs incurred by the Customer.
7. Liability and Insurance
7.1 The Company will take reasonable care in handling and transporting the Customer’s Goods. However, the Customer acknowledges that normal risks associated with moving and transport cannot be entirely eliminated.
7.2 The Company’s liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a reasonable amount taking into account the value of the Goods and the charges paid for the Services. Any applicable limits or insurance arrangements may be communicated to the Customer on request.
7.3 The Company shall not be liable for:
(a) loss of or damage to Goods that are not properly packed or secured by the Customer;
(b) damage to furniture or other items that require disassembly or reassembly, unless the Company has provided that specific service with reasonable skill and care;
(c) cosmetic damage such as minor scuffs or marks that are reasonably incidental to moving large items through tight spaces;
(d) loss of or damage to cash, jewellery, watches, precious metals, art, antiques, important documents, or items of special value unless expressly declared, accepted and agreed in writing in advance;
(e) any deterioration of perishable goods or items which are affected by temperature, humidity or passage of time.
7.4 The Customer is responsible for arranging any additional insurance cover required for high-value or fragile items if the Company’s standard cover is not sufficient.
7.5 The Company shall not be liable for indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of opportunity, or accommodation costs, arising out of or in connection with the provision of the Services.
7.6 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
8. Damage to Property
8.1 The Company will take reasonable care to avoid causing damage to the Customer’s property or third-party property during the provision of Services.
8.2 The Customer is responsible for protecting floors, carpets, walls and fixtures where necessary. If the Customer requests the Company to attempt moving items that are difficult to manoeuvre or which pose a risk of damage to the property, this will be at the Customer’s risk, and the Company may require written or verbal acceptance of that risk.
8.3 Any damage alleged to have been caused by the Company must be reported to the Company as soon as reasonably possible and, in any event, within a reasonable period after completion of the Services, together with evidence such as photographs and a description of the circumstances.
9. Waste and Recycling Regulations
9.1 The Company is not a licensed waste carrier unless explicitly stated and agreed. The Company will not remove, transport or dispose of waste, rubbish or items intended for disposal unless agreed in advance and in compliance with applicable waste regulations.
9.2 Where the Company agrees to remove unwanted items, the Customer confirms that they have the right to dispose of those items and that no third party has a claim over them.
9.3 The Customer must not present for removal any hazardous or prohibited waste, including but not limited to chemicals, solvents, asbestos, clinical waste, flammable substances or pressurised containers, unless the Company has specifically agreed and has the necessary licences and facilities.
9.4 The Customer remains responsible for complying with local and national waste and recycling laws. The Company will not be responsible for any fines or penalties arising from the Customer’s failure to comply with such regulations.
10. Delays and Access
10.1 The Company will make reasonable efforts to arrive at the agreed time but cannot guarantee exact arrival or completion times due to traffic, road conditions or other factors beyond its reasonable control.
10.2 The Customer must ensure that keys, codes, lift access and any other necessary details are available at the agreed times. Waiting time arising from lack of access or other issues within the Customer’s control may be chargeable.
10.3 If the Company cannot complete the Services due to inadequate access, unsafe conditions or the Customer’s failure to provide accurate information, the Company may treat the job as cancelled by the Customer and apply appropriate charges in line with the cancellation provisions.
11. Complaints
11.1 If the Customer is not satisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that the matter can be investigated and, where appropriate, remedial action can be taken.
11.2 The Customer should provide a clear description of the complaint and any supporting information. The Company will review the complaint and respond within a reasonable timeframe.
12. Data Protection and Privacy
12.1 The Company will collect and process personal data about the Customer only to the extent necessary for providing the Services, handling bookings, processing payments and managing the relationship with the Customer.
12.2 The Company will take reasonable steps to protect personal data and will not share it with third parties except where required for the performance of the Contract, for legal or regulatory reasons, or with the Customer’s consent.
13. Force Majeure
13.1 The Company shall not be liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, natural disasters, accidents, strikes, road closures, civil unrest or government restrictions.
14. Variation of Terms
14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated, and will not affect existing Contracts that have already been agreed unless otherwise stated by mutual consent.
15. Severability
15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.
16.2 Any disputes arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.
By placing a booking or using the Services of Merton Man and Van, you confirm that you have read, understood and agreed to these Terms and Conditions.
