Dulwich Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Dulwich Man and Van provides man and van, removal, transport and related services to customers. By booking our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual or business that books or receives services from Dulwich Man and Van.

Services means any man and van, removal, packing, loading, unloading, transportation, delivery, collection, or related services carried out by Dulwich Man and Van.

Vehicle means any van or other vehicle used by Dulwich Man and Van to provide the services.

Goods means the items, belongings, furniture, equipment and any other property handled, transported or stored in connection with the services.

Job means a specific booking or instruction accepted by Dulwich Man and Van to provide services on a particular date or dates.

2. Scope of Services

Dulwich Man and Van provides man and van and removal services, including the collection, loading, transportation, unloading and delivery of goods. Services may include local moves, regional deliveries, small home removals, flat moves, office moves, and the collection and delivery of single or multiple items.

The exact scope of each job, including collection and delivery addresses, access requirements, number of staff, size of vehicle, estimated duration, and any special handling requirements, will be agreed at the time of booking based on the information provided by the customer.

Any additional services requested on the day, or any extension to the originally agreed scope due to inaccurate or incomplete information provided by the customer, may be subject to additional charges as set out in these Terms and Conditions.

3. Booking Process

All bookings must be made directly with Dulwich Man and Van. A booking is only confirmed when Dulwich Man and Van has accepted the job and provided confirmation of the agreed date, time, and charges.

When making a booking, the customer must provide accurate and complete information, including:

The full collection and delivery addresses.

Details of property access, such as floor level, staircases, lifts, parking restrictions, narrow streets, or limited access areas.

A clear description and approximate volume or quantity of the goods, including any large, heavy, fragile, or valuable items.

The requested date and time, along with any time restrictions for loading or unloading.

Any additional services required, such as packing, dismantling or assembling furniture, or multiple drops.

Dulwich Man and Van reserves the right to refuse any booking at its discretion, including where the job cannot reasonably be carried out with the available resources or would breach any law or regulation.

4. Estimates and Charges

Charges may be based on an hourly rate, fixed price, or a combination of both, as agreed at the time of booking. Any estimate provided is based on the information supplied by the customer and the assumption of normal access and conditions.

Dulwich Man and Van may revise estimates or apply additional charges if:

The information provided by the customer is inaccurate, incomplete, or changes after the booking is confirmed.

There are delays beyond our reasonable control, including waiting time due to lack of access, keys not being available, or paperwork not being completed.

Additional work is required, such as packing, dismantling or assembling furniture, or carrying goods over long distances due to parking or access restrictions.

The job involves handling unusually heavy, bulky, or fragile goods that were not disclosed at the time of booking.

Any parking fees, congestion charges, tolls, or similar charges incurred in the course of providing the services will be added to the final bill and are payable by the customer.

5. Payments

Unless otherwise agreed in writing, payment is due immediately upon completion of the job or, for some jobs, in advance of the services being carried out.

Accepted payment methods will be advised at the time of booking. The customer is responsible for ensuring that payment can be made promptly when due.

For longer or higher-value jobs, Dulwich Man and Van may require a deposit at the time of booking. The amount of the deposit and the payment schedule will be notified to the customer in advance.

If payment is not made when due, Dulwich Man and Van reserves the right to:

Charge interest on overdue amounts at a reasonable rate until payment is received in full.

Retain goods in the vehicle or in storage until full payment is received, subject to applicable law.

Recover from the customer any reasonable costs incurred in pursuing late or unpaid amounts, including debt recovery and legal costs.

6. Cancellations and Amendments

The customer may cancel or amend a booking by giving notice to Dulwich Man and Van. The following cancellation terms apply unless otherwise agreed in writing:

Cancellations made more than 48 hours before the scheduled start time may be made without a cancellation fee, although any non-refundable third-party charges already incurred may be passed on to the customer.

Cancellations made between 24 and 48 hours before the scheduled start time may incur a cancellation charge of up to 50 percent of the agreed job price.

Cancellations made less than 24 hours before the scheduled start time may be charged up to 100 percent of the agreed job price.

For jobs requiring a deposit, the deposit may be non-refundable if the customer cancels within the timescales stated above. Any retained deposit is applied towards the relevant cancellation charge.

Where the customer requests a change of date, time, or scope of the job, Dulwich Man and Van will endeavour to accommodate the request but cannot guarantee availability. Changes may result in revised charges or additional fees.

7. Customer Responsibilities

The customer is responsible for:

Ensuring that adequate access is available at both collection and delivery addresses, including suitable parking for the vehicle and safe access for staff.

Obtaining any necessary permits, authorisations, or permissions required for loading and unloading, including parking permits where applicable.

Ensuring that goods are properly packed and prepared for transport, unless packing services have been agreed as part of the job.

Removing and safely disconnecting any electrical, gas, or plumbing connections prior to the move.

Arranging appropriate insurance coverage for high-value or fragile items if required, beyond any limited liability provided by these Terms and Conditions.

Ensuring that no prohibited, illegal, dangerous, or hazardous items are included in the goods given to Dulwich Man and Van for transport or disposal.

The customer, or a representative appointed by the customer, must be present at the collection and delivery locations to supervise the move, give instructions where necessary, and check that all goods are collected and delivered as required.

8. Excluded and Prohibited Items

Dulwich Man and Van will not carry or handle any goods that are illegal, hazardous, explosive, or otherwise unsafe, including but not limited to:

Compressed gases, flammable or corrosive substances, paints, solvents, fuel, or oils.

Firearms, ammunition, weapons, or similar regulated items.

Items that are illegal to possess, transport, or dispose of under applicable law.

Waste materials that require specialist handling or disposal.

Perishable goods that may spoil during transport or storage.

Where such items are discovered, Dulwich Man and Van may refuse to move them, may terminate the job, and may notify the appropriate authorities if required by law.

9. Liability and Limitations

Dulwich Man and Van will take reasonable care in handling, loading, transporting, and unloading goods. However, liability for loss or damage is subject to the limitations set out in this section.

Dulwich Man and Van will not be liable for:

Normal wear and tear, minor scuffs, or scratches that may occur to goods or property as part of normal moving activities.

Damage arising from inadequate or improper packing by the customer, unless packing services have been provided by Dulwich Man and Van.

Damage to goods that are inherently fragile or unstable, including but not limited to glass, mirrors, artworks, musical instruments, electronics, and flat-pack furniture, unless specific arrangements and packing have been agreed.

Loss or damage where goods have been moved against the advice of Dulwich Man and Van staff or where the customer has insisted on a particular method of moving or placement.

Any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity.

Liability for any single item may be limited to its reasonable replacement value, subject to an overall cap on liability per job as notified to the customer. Customers are encouraged to arrange their own additional insurance cover where needed.

Any claim for loss or damage must be reported to Dulwich Man and Van as soon as reasonably possible and in any event within seven days of the job being completed. The customer must provide reasonable evidence of the loss or damage and cooperate with any investigation.

10. Damage to Property

Dulwich Man and Van will exercise reasonable care to avoid damage to property during the move. However, the customer is responsible for protecting floors, walls, and fixtures where necessary, particularly in narrow hallways or staircases.

Dulwich Man and Van will not be liable for pre-existing damage or defects in property or goods. Where damage to property occurs and Dulwich Man and Van is found to be at fault, liability may be limited to the reasonable cost of repair, subject to the general limitations of liability set out in these Terms and Conditions.

11. Waste and Disposal Regulations

Dulwich Man and Van operates in accordance with applicable waste and environmental regulations. Where the customer requests removal and disposal of unwanted items, the following applies:

Only non-hazardous household or office waste that can lawfully be transported and disposed of by a general carrier will be accepted.

Hazardous, clinical, or regulated waste, including chemicals, asbestos, certain electrical items, and similar materials, will not be accepted unless Dulwich Man and Van has explicitly agreed and is lawfully authorised to handle such materials.

Dulwich Man and Van will dispose of waste only at authorised facilities in accordance with environmental regulations. Any disposal charges, including recycling or tipping fees, will be added to the customer’s invoice.

The customer confirms that any items provided for disposal are not stolen, unlawfully obtained, or otherwise illegal to possess or dispose of. Dulwich Man and Van may refuse any items that appear to breach this requirement.

12. Delays and Events Beyond Our Control

Dulwich Man and Van will make reasonable efforts to arrive and complete the job at the agreed time. However, timings are estimates and may be affected by traffic, weather, accidents, breakdowns, restrictions on access, or other events beyond our reasonable control.

Dulwich Man and Van will not be liable for delay or failure to perform where caused by events beyond our reasonable control. In such circumstances, we will keep the customer informed and will complete the job as soon as reasonably practicable or reschedule by agreement.

13. Insurance

Dulwich Man and Van maintains appropriate cover for its vehicles and operations as required by law. This may not include full cover for all goods or property handled during the move.

Customers remain responsible for arranging their own insurance cover for goods during transit and handling, especially for high-value, fragile, or irreplaceable items. Any insurance arranged by the customer is separate from these Terms and Conditions.

14. Complaints

If the customer is dissatisfied with any aspect of the services, they should raise the issue with Dulwich Man and Van as soon as possible so that we can try to resolve the matter. Complaints regarding loss or damage must follow the time limits specified under the liability section.

Dulwich Man and Van will investigate complaints promptly and aim to reach a fair resolution based on the evidence available and these Terms and Conditions.

15. Data Protection and Privacy

Dulwich Man and Van will collect and use customer information only to the extent necessary to manage bookings, provide services, process payments, and handle any queries or complaints.

Customer details will be kept secure and will not be sold to third parties. Information may be shared with third parties where necessary to provide the services, comply with the law, or recover unpaid charges.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.

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 or their subject matter or formation.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

No failure or delay by Dulwich Man and Van in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

Dulwich Man and Van may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant job. Customers are advised to review the latest Terms and Conditions before making a booking.