Dulwich Man And Van Terms and Conditions
These terms and conditions apply to all bookings made with Dulwich Man And Van, including domestic removals, furniture transport, single-item moves, loading support, and other related man and van services. By making a booking, the customer agrees to these terms, which are designed to set clear expectations for service delivery, pricing, responsibilities, and limitations of liability. These terms apply whether the service is booked for a home, flat, office, storage unit, or any other permitted location.
In these conditions, references to “we”, “us”, and “our” mean Dulwich Man And Van, and references to “you” or “the customer” mean the person requesting the service, the person paying for it, and any person acting on their behalf. If a booking is made by one person for the benefit of another, the person making the booking remains responsible for ensuring that all relevant details are accurate and that these terms are understood. Any special requests must be agreed in writing before the job begins.
These terms are intended to be fair and practical, but they do not affect any rights that cannot be excluded under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply. Words used in the singular include the plural where appropriate, and headings are included for convenience only and do not affect interpretation.
Booking Process
A booking with Dulwich Man And Van is normally made after the customer provides the key information needed to assess the job. This may include the collection and delivery addresses, preferred date and time, access conditions, item list, estimated volume, parking restrictions, floor levels, and any items requiring special handling. Quotes are usually based on the information supplied at the time of enquiry, so it is important that all details are complete and accurate.
When a quotation is accepted, the booking is treated as provisional until we confirm availability and any required deposit or prepayment is received. We reserve the right to refuse or cancel a booking if the job falls outside the scope of our service, if the information supplied is misleading, or if the requested work is unsafe, unlawful, or impractical. Acceptance of a quote does not guarantee the exact vehicle type or crew size unless this has been expressly confirmed.
The customer is responsible for ensuring that access is suitable for the vehicle and that there is lawful parking or stopping space where required. Where permits, loading bays, lift access, or building permissions are needed, these should be arranged in advance by the customer unless we have expressly agreed to handle them. If access problems cause delay, additional labour, or a second visit, extra charges may apply.
Prices and Payments
Prices may be quoted as a fixed fee, hourly rate, minimum charge, or a combination of these. Any quote is based on the information available when the booking is made and may be revised if the actual work differs materially from the original description. This includes changes to item quantity, distance, access, waiting time, congestion, additional handling requirements, or additional services requested on the day. We will normally explain any change before charging extra where this is reasonably possible.
Unless otherwise agreed in writing, payment is due immediately on completion of the service and must be made by the method specified at the time of booking. We may request a deposit or full prepayment for certain jobs, including high-value, urgent, or longer-distance moves. Any deposit paid is used to secure the booking and may be non-refundable in accordance with the cancellation terms below. If payment is not received when due, we may charge reasonable costs incurred in recovering the debt, to the extent permitted by law.
All sums quoted are inclusive or exclusive of VAT according to the position stated in the quote or invoice. If VAT is applicable, it will be charged at the prevailing rate. The customer must check invoices promptly and raise any query without delay. A failure to raise a query does not affect the obligation to pay undisputed amounts on time.
Cancellations, Rescheduling, and Delays
If the customer needs to cancel or change a booking, notice must be given as early as possible. Cancellations made with reasonable advance notice may incur no charge or only a limited administrative fee, depending on the stage of the booking and whether costs have already been incurred. If a booking is cancelled at short notice, or if the crew is turned away on arrival, we may charge a cancellation fee to cover lost time, travel, labour, and other reasonable costs.
We may cancel or reschedule a booking where this is necessary because of severe weather, traffic disruption, vehicle failure, staff illness, safety concerns, or other circumstances beyond our control. In such cases, we will aim to offer an alternative time or date. We will not be responsible for losses arising from a cancellation or delay that is outside our reasonable control, except where the law requires otherwise.
If the customer is not ready at the agreed time, or if access is delayed, waiting time charges may apply. If the delay is excessive, we may need to leave and rebook the service, in which case further charges may arise. Where a booking becomes impossible because the customer has failed to provide accurate information or necessary access, the customer will remain responsible for the agreed charges and any reasonable costs already incurred.
Service Conditions and Customer Responsibilities
We will use reasonable care and skill when carrying out all van and man work. The customer must ensure that items are properly packed unless packing has been expressly included in the service. Fragile goods, electronics, artwork, glass, and items of sentimental value should be clearly identified. We may refuse to transport items that are badly packed, unstable, leaking, hazardous, or likely to cause damage to other property.
The customer must ensure that all items to be moved are lawfully owned by the customer or that the customer has authority to arrange their transport. We may ask for proof of identity or confirmation of authority if required. The customer must also ensure that appliances are disconnected, drained, or made safe before collection where this is necessary, and that any keys, codes, or instructions required for access are made available in advance.
If disassembly, reassembly, or placement of items is requested, this will be done only where it is safe and reasonably practical. We are not responsible for hidden faults, weak fixings, pre-existing damage, or items that cannot be safely handled without specialist tools or expertise. Any furniture or equipment moved at the customer’s request is subject to the customer’s acceptance of the associated risks unless damage is caused by our negligence.
The customer must remove cash, jewellery, data storage devices, confidential documents, and other valuable or sensitive items from goods being transported unless we have specifically agreed otherwise in writing. We are not responsible for loss of such items unless the loss is caused by our proven negligence and is not excluded by these terms. Similarly, the customer should back up all electronic data before any move.
Where we assist with loading or unloading, the customer should make sure that the destination is ready to receive the goods. This includes sufficient floor space, cleared access routes, and a safe place for unloading. If goods need to be stored temporarily in a vehicle, building, or other location because the customer is not ready, additional charges may apply.
If the job includes multiple stops, timed deliveries, or collection from storage, the customer must provide the correct sequence and any relevant instructions before the service begins. Changes made during the job may affect the price and timing. We will make reasonable efforts to accommodate them, but we are not obliged to do so if it would be unsafe, unlawful, or operationally impractical.
Liability and Damage
We will take reasonable care when handling goods and property, but our liability is limited to the extent permitted by UK law. We are not liable for pre-existing damage, ordinary wear and tear, or damage caused by items being inadequately packed, improperly secured, or inherently fragile. We are also not liable for loss or damage caused by factors outside our control, such as poor access, hidden defects, defective fittings, road conditions, adverse weather, or delays caused by third parties.
Where we are responsible for loss or damage caused by our negligence, our liability will ordinarily be limited to the reasonable repair cost or replacement value of the affected item, taking into account age, condition, and depreciation. The customer must notify us of any claim as soon as reasonably possible and in any event without undue delay after discovery. Supporting evidence, such as photographs and proof of value, may be required.
We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Nothing in these terms affects statutory rights under consumer law where those rights apply. Customers who use our service for business purposes should note that additional limitations may apply to indirect or consequential losses, subject always to mandatory law.
If our service includes removal of unwanted items or disposal of waste, the customer must provide an accurate description of the materials involved. We only handle waste in accordance with applicable UK waste regulations and environmental requirements. The customer must not ask us to dispose of hazardous waste, clinical waste, asbestos, chemicals, pressurised containers, oils, solvents, or any other regulated substance unless we have expressly confirmed that we are authorised and equipped to do so.