Highbury Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Highbury Man and Van provides man and van and removal services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or organisation requesting or receiving services from Highbury Man and Van.
Services means any man and van, removal, transport, loading, unloading, packing assistance or related services provided by Highbury Man and Van.
Goods means any items, furniture, personal belongings, equipment or other property that we agree to move, handle, or transport.
Vehicle means any vehicle used by us to provide the Services.
Booking means a confirmed request for Services on a specific date and time, accepted by us.
2. Scope of Services
Highbury Man and Van provides man and van and removal services for domestic and commercial customers. Our Services typically include the provision of one or more workers and a vehicle to collect, transport and deliver Goods between locations within our service area and, by agreement, to and from other areas.
The specific Services to be provided, including the number of workers, size of vehicle, anticipated duration, and any additional assistance required, will be agreed at the time of Booking. We are not responsible for tasks or services that are not expressly agreed in advance.
3. Booking Process
3.1 A Booking is made when you contact us with details of your required move and we confirm acceptance of the job, together with the date, time, service description and applicable charges.
3.2 You must provide accurate and complete information when making a Booking, including:
a) Full collection and delivery addresses.
b) Details of access at each property, including stairs, lifts, parking restrictions, or any limited access roads.
c) A clear description of the Goods, including any unusually heavy, fragile or bulky items.
d) Any other information that may reasonably affect the timing, safety or cost of the Services.
3.3 If, on arrival, the actual work required differs substantially from that described at the time of Booking, we reserve the right to adjust the price, modify the Services, or decline to proceed if it would be unsafe or unreasonable to do so.
3.4 Bookings are subject to availability. We may refuse or cancel a Booking at our discretion, for example where it would be unsafe, unlawful, or impracticable to provide the Services.
4. Access, Parking and Your Responsibilities
4.1 You are responsible for ensuring that there is suitable access and parking for our Vehicle at all locations. This includes obtaining any necessary permits or permissions and ensuring that any time restrictions are observed.
4.2 You are responsible for any parking charges, fines or penalties incurred as a direct result of your failure to provide adequate information about parking or restrictions, or where you have agreed to arrange suitable parking but have not done so.
4.3 You must ensure that the premises at both collection and delivery points are safe for our staff to work in. This includes clear walkways, adequate lighting and the removal of hazards.
4.4 If access is significantly restricted, causing additional time, labour or equipment to be required, we may apply additional charges to reflect the extra work involved.
5. Packing, Protection and Customer Preparations
5.1 Unless agreed otherwise in writing, you are responsible for packing your Goods safely and securely in suitable containers or wrappings, and for ensuring that items are ready for transport at the agreed start time.
5.2 Fragile or valuable items must be adequately protected and clearly labelled. If you ask us to assist with packing, we will use reasonable care but will not be responsible for damage arising from inherently inadequate or insufficient packaging materials or techniques.
5.3 You must empty and defrost fridges and freezers before the move. We are not responsible for the contents of any appliances that have not been emptied.
5.4 You are responsible for dismantling and reassembling furniture unless we have specifically agreed to provide this service. If we assist with dismantling or reassembly, we will use reasonable care but cannot guarantee that items will be restored to their original condition, particularly where they have been dismantled previously or are of flat-pack construction.
6. Payment Terms
6.1 Charges for our Services are based on the information provided at the time of Booking and may be calculated on a fixed price or hourly rate basis. All applicable charges will be explained to you before you confirm your Booking.
6.2 We may request a deposit or prepayment to secure your Booking. Any deposit required will be communicated to you at the time of Booking.
6.3 Unless agreed otherwise, payment of the balance is due immediately upon completion of the Services on the day of the move. We reserve the right to withhold delivery of Goods until payment has been received in full.
6.4 If additional work is requested or required that was not included in the original Booking, such as extra stops, extended loading times, or additional Goods, this may incur extra charges calculated at our prevailing rates.
6.5 If payment is not made when due, we may charge interest on the overdue amount at the statutory rate and may take reasonable steps to recover any outstanding sums.
7. Cancellations and Amendments
7.1 If you wish to cancel or amend your Booking, you must inform us as soon as reasonably possible.
7.2 Cancellations made with sufficient notice may be made without charge, subject to our cancellation policy in force at the time. Where short-notice cancellation occurs, we may apply a cancellation fee to cover our lost time and costs.
7.3 We reserve the right to cancel or rearrange a Booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or other events that make it unsafe or impossible to carry out the Services as planned. In such cases, we will seek to offer an alternative date or a refund of any deposit paid, but will not be liable for any consequential loss.
8. Customer Conduct and Safety
8.1 You must treat our staff with respect and must not behave in an abusive, threatening or unsafe manner.
8.2 For health and safety reasons, you must follow any reasonable instructions given by our staff while the Services are being carried out.
8.3 We may refuse to continue the Services if we consider that the behaviour of the Customer or any person at the premises presents a risk to our staff or property. In such circumstances, no refund will be due and additional charges may apply.
9. Restrictions on Goods
9.1 We do not carry, and you must not request us to carry, any of the following without our prior written consent:
a) Hazardous, illegal, explosive, corrosive or flammable materials.
b) Gas cylinders, fuel containers or similar items.
c) Live animals or plants.
d) Perishable goods requiring controlled temperatures.
e) Cash, jewellery, watches, precious metals, securities, or other high-value items.
9.2 If we discover prohibited items among your Goods, we may refuse to transport them and may, at our discretion, terminate the Services. You will be responsible for any resulting costs or losses.
10. Waste and Disposal Regulations
10.1 Highbury Man and Van is not a licensed waste carrier for general household or commercial waste unless expressly stated. We will only remove items that are clearly intended for transport or lawful disposal and that we have agreed in advance to take.
10.2 You must not ask us to remove waste, rubbish, construction debris, hazardous materials or any items that require specialist disposal in accordance with environmental regulations, unless we have specifically agreed to do so and such removal is legally compliant.
10.3 Where we agree to transport items to a recycling centre or authorised facility, you are responsible for all applicable disposal charges and for ensuring that the items are lawful to dispose of in that way.
10.4 We will not be responsible for any fines, penalties or liabilities arising from the unlawful disposal of items where you have misdescribed or concealed the nature of the Goods or failed to comply with waste regulations.
11. Our Liability
11.1 We will exercise reasonable care and skill in providing the Services and handling your Goods.
11.2 Our liability for loss of or damage to Goods is limited to direct loss caused by our negligence or breach of contract, subject to the exclusions and limits set out in these Terms and Conditions.
11.3 We are not liable for:
a) Normal wear and tear, or minor marks or scratches that occur despite reasonable care.
b) Loss or damage arising from your failure to adequately pack or protect Goods.
c) Damage to items that are inherently weak, unstable, poorly constructed or already defective.
d) Loss or damage to high-value or fragile items which you have not specifically highlighted to us in advance.
e) Loss or damage caused by circumstances beyond our reasonable control, including but not limited to weather, traffic, delays, or acts of third parties.
11.4 We are not liable for any indirect or consequential loss, including loss of profits, loss of use, or loss of opportunity, arising from or in connection with the Services.
11.5 Our total liability for any claim arising out of or in connection with the Services shall not exceed a reasonable estimate of the value of the affected Goods or the price paid for the Services, whichever is lower, unless otherwise required by law.
12. Customer Liability and Indemnity
12.1 You are liable for any loss, damage or injury caused by your failure to comply with these Terms and Conditions or by your negligence or misconduct.
12.2 You agree to indemnify us against all claims, costs, damages and expenses arising from:
a) Your breach of these Terms and Conditions.
b) Your provision of inaccurate or incomplete information.
c) The presence of prohibited Goods among your items.
d) Any third-party claims arising from the condition, ownership or legality of the Goods.
13. Delays and Time Estimates
13.1 Any timescales, arrival windows or duration estimates provided are genuine estimates only and are not guaranteed, as they may be affected by traffic, weather, access conditions and other factors beyond our control.
13.2 We will make reasonable efforts to keep you informed of significant delays. However, we are not liable for losses arising from delays that are outside our reasonable control.
14. Complaints
14.1 If you are dissatisfied with any aspect of our Services, you should raise the issue with our staff as soon as possible, so that we have an opportunity to address it during the move where practicable.
14.2 Any formal complaint should be made in writing within a reasonable time after completion of the Services, providing full details of the issue, the date of the move and any supporting information.
14.3 We will review and respond to complaints within a reasonable timeframe. Our aim is to resolve issues fairly and efficiently.
15. Privacy and Data Protection
15.1 We will collect and use your personal information only as necessary to manage your Booking, provide the Services and comply with legal obligations.
15.2 We will take reasonable steps to keep your information secure and will not share it with third parties except where needed to carry out the Services or as required by law.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and interpreted in accordance with the laws of England and Wales.
16.2 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 the Services.
17. General Provisions
17.1 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.
17.2 No failure or delay by either party in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
17.3 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your Booking will apply to that Booking.
By confirming a Booking with Highbury Man and Van, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
