Richmond Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Man And Van provides moving, delivery, collection, and related transport services in the UK. By making a booking, the customer agrees to be bound by these terms. The aim of this document is to explain the service clearly, including how bookings are accepted, how payments are handled, what cancellations may apply, the limits of liability, and how waste is managed under applicable law. Nothing in these Terms and Conditions affects your statutory rights as a consumer where they apply.

In these terms, the words “we”, “us”, and “our” refer to Richmond Man And Van, and “you” or “the customer” refers to the person requesting or receiving the service. These terms apply to all bookings unless we agree otherwise in writing. They should be read together with any written quotation, booking confirmation, job specification, or service notes provided before the move. If there is any conflict between a written confirmation and these terms, the written confirmation will take priority only for the specific point stated.

Our services may include house removals, office relocations, single-item transport, furniture collection, light loading and unloading, and other agreed man and van services. The exact scope of work is determined at the time of booking and may depend on access, load size, timing, vehicle availability, parking restrictions, and any special handling requirements. The customer is responsible for ensuring that the information given is accurate and complete so that we can provide the service safely and efficiently.

Booking Process

A booking is normally made after the customer provides details of the items to be moved, collection and delivery points, preferred date and time, and any relevant access or property information. We may request photographs, inventories, floor levels, or measurements to assess the job. Any estimate or quotation is based on the information supplied and may be revised if the actual service differs from the original description. A quote is not a fixed offer unless expressly stated as such.

Once we accept a booking, we may issue a confirmation by message, email, or other written form. The booking becomes binding when we confirm availability and the customer accepts the stated terms, price, or estimated charge. We reserve the right to refuse or cancel a booking where the information provided is incomplete, misleading, unsafe, or outside the normal scope of our service. The customer must check all booking details carefully and notify us promptly of any errors.

The customer must ensure that someone authorised to give instructions is present or contactable at the agreed time. If the customer asks us to follow instructions from a third party, we may treat those instructions as authorised unless we have reason to believe otherwise. Delays caused by the customer, including failure to provide access, incorrect addresses, parking issues, or late arrival of keys, may result in waiting charges, rescheduling, or cancellation fees where appropriate. Any changes to the booking should be requested as early as possible and are subject to availability.

Payments and Charges

Unless agreed otherwise, all charges are calculated based on the estimate, the time spent, the distance travelled, the size and weight of items, the number of movers required, and any additional services requested. Prices may also reflect congestion, parking costs, tolls, congestion charges, or other reasonable expenses incurred in carrying out the job. Where a fixed price has been agreed, it applies only to the service described in the confirmation and only if the facts provided remain correct.

Payment terms will be stated at booking or in the confirmation. In many cases, payment is due on completion of the job, although we may request a deposit, part payment in advance, or full prepayment where necessary. We accept payment only by the methods we specify. If a customer fails to pay when due, we may suspend the service, withhold delivery, or pursue recovery of the outstanding amount, including any reasonable costs incurred in collecting the debt to the extent allowed by law.

Where the job takes longer than estimated because of factors outside our control, the customer will be charged for the additional time at the applicable rate. This can include poor access, unexpected stairs, extra items, incomplete packing, or delays caused by building management or traffic conditions. Any chargeable waiting time or additional labour will be explained as soon as reasonably possible. We recommend that customers review the service summary carefully so that the moving service or man and van service booked matches the work required.

Cancellations, Amendments, and No-Shows

Customers may cancel or amend a booking by giving notice as early as possible. The amount of any cancellation fee will depend on when the cancellation is made, whether vehicles or staff have already been allocated, and whether we can reasonably fill the slot with another job. If a cancellation occurs shortly before the scheduled time, a charge may apply to cover our losses and preparation costs. Where a deposit has been taken, it may be retained in full or in part if the cancellation terms allow.

If we need to cancel or reschedule a booking because of vehicle breakdown, staff illness, severe weather, safety concerns, or events beyond our control, we will try to notify the customer promptly and offer a new time where possible. We are not responsible for indirect loss caused by a necessary rescheduling, but we will make reasonable efforts to minimise disruption. A customer’s failure to be present, answer calls, provide access, or make the goods ready at the agreed time may be treated as a no-show and charged accordingly.

Any amendment requested by the customer, including changes to date, time, address, inventory, or service type, may alter the price or availability. We are not obliged to accept changes that materially affect the nature of the job. If the customer wishes to cancel a service involving waste disposal, the waste already loaded or processed may still be chargeable, especially where the work has begun. For a Richmond Man And Van booking, the customer should always confirm amended requirements in writing where practical.

Liability and Damage

We will take reasonable care when handling goods, but liability is limited in line with these terms and applicable law. The customer is responsible for ensuring that items are properly packed, boxed, wrapped, and suitable for transport unless we have agreed to provide packing materials or packing services. We are not liable for damage caused by defective packing, pre-existing faults, hidden weakness, wear and tear, or the inherent nature of the items transported.

We are not responsible for loss or damage to items that the customer asks us to move, load, or unload against our advice, or where the customer has not informed us of fragility, value, or special handling requirements. The customer must notify us before the service begins of any particularly fragile, valuable, irreplaceable, or unusual items. This includes antiques, artworks, electronics, glass, mirrors, confidential documents, and items that may require specialist handling, insurance, or equipment. We may refuse to handle items that we consider unsafe or unsuitable.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under English law. Subject to that, our total liability for loss or damage arising from any one booking will not exceed the amount paid for the relevant service, unless a higher limit has been expressly agreed in writing. We are not liable for indirect or consequential losses, including loss of profits, loss of business, loss of enjoyment, or missed appointments.

Customer Responsibilities and Site Conditions

The customer must ensure that the premises, access routes, and loading areas are safe and suitable for the service. This includes arranging parking where necessary, informing us about stairs, lifts, narrow entrances, restricted access, or weight limits, and obtaining any permissions required from landlords, building managers, or local authorities. If special permits, notices, or property access arrangements are needed, the customer is responsible for obtaining them unless we have agreed otherwise.

The customer must not include prohibited, dangerous, illegal, or undeclared hazardous goods in the load. This includes but is not limited to explosives, firearms, flammable liquids, gas cylinders, asbestos, chemicals, biohazards, and waste that requires a specialist licence or treatment. We may refuse to carry any item that we reasonably believe poses a risk to health, safety, property, or legal compliance. If such items are discovered after the job begins, we may stop the service and charge for time already spent.

We may pause or refuse work where conditions are unsafe, where weather makes the job hazardous, or where the customer or any other person behaves in a threatening, abusive, or obstructive manner. In those circumstances, any resulting delay or cancellation may be charged to the extent permitted by law. The customer is also responsible for checking that all items to be transported belong to them or that they have authority to arrange the move. A professional man and van service depends on accurate instructions and lawful possession of the goods.

Waste Regulations and Disposal Rules

Where our service includes removal, collection, or disposal of unwanted items, the customer agrees that all waste must be declared accurately before the job starts. We only handle waste in compliance with applicable UK waste legislation, including rules relating to transfer, carriage, sorting, and disposal. The customer must not present controlled, hazardous, or specialist waste unless we have expressly agreed in writing and have the correct authorisation to handle it. We may request additional information about the type, quantity, and origin of the waste.

The customer acknowledges that waste must be transferred only to authorised facilities and that any waste transfer documentation, where required, may need to be completed truthfully and retained according to law. If the customer misdescribes waste or includes restricted material without notice, they may be responsible for any fines, charges, losses, or enforcement action arising from that misdescription. We reserve the right to refuse collection of any load that appears unlawful, unsafe, or unsuitable for lawful disposal.

We do not accept responsibility for items left behind, mixed into general rubbish, or concealed among other goods if they were not disclosed at the time of booking. If a job involves clear-out work, the customer remains responsible for identifying items to be retained, recycled, donated, or discarded. The customer also confirms that they have the right to authorise disposal of the items being removed. This provision applies equally to any Richmond man and van disposal service and to any broader moving or clearance work we undertake.

Insurance, Claims, and Complaints

We may carry insurance appropriate to the services offered, but the scope of cover can vary and does not replace the customer’s duty to protect high-value items. If the customer requires additional cover for valuable goods, they should arrange it before the service starts. Claims for loss or damage should be raised as soon as reasonably possible and in any event within a reasonable time after completion of the service, with supporting evidence where available. Failure to report an issue promptly may affect the ability to investigate.

Any complaint should be raised in a clear and factual manner so that we can review what happened and, where appropriate, seek a fair resolution. We may request photographs, item descriptions, proof of value, or other information relevant to the complaint. Our aim is to resolve issues efficiently and proportionately. Any settlement, goodwill payment, or replacement arrangement will not amount to an admission of liability unless expressly stated.

When assessing any claim, we may take into account the condition of the items before the job, the packing standard, the nature of the access, and whether any risks were known or should reasonably have been known to the customer. Where damage is alleged, the customer should keep the item available for inspection if possible. If a service problem arises from inaccurate instructions, concealed hazards, or failure to disclose relevant facts, our liability may be reduced or excluded as permitted by law.

General Legal Terms

We may subcontract or assign some or all of our obligations where reasonably necessary to perform the service, provided this does not materially reduce the standard of care promised under these terms. We may also update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a later written version is agreed by both parties.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in full force. A failure by us to enforce any right or provision under these terms does not mean that we waive that right or provision in the future. These terms form the entire agreement between the parties for the booked service unless a separate written contract says otherwise.

By booking a Richmond Man And Van service, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. These terms are intended to be fair, clear, and consistent with UK service standards. They help ensure that the booking process, payments, cancellations, liability rules, and waste regulations are understood before the work begins, reducing the chance of dispute and supporting a smooth service experience.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. Any reference to legislation includes any amendments or replacement provisions in force from time to time. This governing law clause applies to all man and van Richmond services provided under these terms.