Richmond Man And Van Terms and Conditions
These Terms and Conditions govern the provision of Richmond Man And Van services and apply to every booking made with us for removals, collections, deliveries, loading support, and related transport services. By confirming a booking, the customer agrees to be bound by these terms, which are designed to set clear expectations for both parties. Throughout this document, references to the company, we, us, and our team refer to the service provider operating under the Richmond man and van name.
The customer means any person or business requesting the service, including the person making the booking and anyone acting on their behalf. A booking is only considered accepted when we have confirmed it in writing, by email, text message, online form acknowledgment, or other recorded means. Any quotation provided before confirmation is an estimate unless expressly stated otherwise. Prices, schedules, and service details may change if the information supplied by the customer is incomplete, inaccurate, or altered after the booking has been made.
These terms apply to domestic and commercial work alike, unless separate written conditions have been agreed in advance. The use of our man and van Richmond service indicates acceptance of all clauses below, including payment, cancellation, liability, and waste handling responsibilities. If any provision is found unlawful or unenforceable, the remaining provisions shall continue in full force and effect.
1. Booking Process
Bookings may be requested by phone, email, online enquiry, or any other method we make available from time to time. A request does not guarantee availability. We reserve the right to refuse any booking at our discretion, including where the job description is unclear, the address is unsuitable for safe access, the items are prohibited, or the requested time cannot reasonably be accommodated. When making a request, the customer must provide accurate and complete information about the task, including the number and type of items, access arrangements, property type, floor level, parking restrictions, and any items requiring special handling.Before the job begins, we may ask for photographs, an inventory, or further details to help assess the vehicle, crew size, and estimated duration. If the customer’s description changes after confirmation, we may revise the quotation, timing, or staffing. The final scope of work is based on the information available to us at the time of booking and on any updates communicated before the service starts. Where a fixed quote has been provided, it remains valid only for the agreed scope, date, and conditions.
The customer must ensure that someone authorised to make decisions is present or available at the start of the service if the job requires instructions, access approval, or sign-off. If we are unable to begin work because access is delayed, entry is not granted, or the site is not ready, waiting time may be charged at our standard rate. We may also reschedule the service if weather, traffic, parking limitations, vehicle restrictions, or health and safety concerns prevent safe completion on the original date.
2. Payment Terms
Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may require a deposit, advance payment, or part payment for larger jobs, urgent bookings, or tasks involving multiple vehicles or extended labour. Accepted payment methods may include bank transfer, card payment, or cash where permitted, and any payment charges made by third-party providers remain the responsibility of the payer unless we state otherwise. All prices are quoted in pounds sterling and may be subject to VAT where applicable.Our quotations normally include the agreed service and may also include reasonable travel time, loading and unloading assistance, and basic handling of items, depending on the job description. They do not automatically include parking charges, congestion-related costs, tolls, fines caused by customer instructions, specialist packing materials, dismantling, reassembly, or additional labour not originally agreed. Where extra work is requested or becomes necessary due to unforeseen circumstances, we may charge an additional amount based on time, resources, and complexity.
If payment is not made when due, we reserve the right to suspend the service, withhold unloading, charge interest on overdue sums where legally permitted, and recover reasonable costs of collection. The customer is responsible for ensuring funds are available and that payment details are correct. Any dispute regarding an invoice must be raised promptly and in writing. Undisputed amounts remain payable in full, even if a separate complaint is under review.
3. Cancellations, Amendments, and Delays
The customer may cancel or amend a booking by giving reasonable notice. Cancellations made with sufficient notice may not attract a fee, but we reserve the right to charge where resources have already been allocated, materials prepared, or travel commenced. For short-notice cancellations, especially where a vehicle and crew have been reserved exclusively, a cancellation charge may apply to reflect lost time and expenses. Any cancellation policy communicated during booking forms part of these terms.If the customer requests a change to the date, time, or scope of work, we will try to accommodate it, but changes are subject to availability and may affect price. We are not liable for delays caused by traffic, weather, road closures, parking restrictions, breakdowns, industrial action, security checks, or events outside our reasonable control. In the event of a significant delay, we will use reasonable efforts to inform the customer and propose a revised arrival time or alternative arrangement. Delay alone does not automatically entitle the customer to compensation unless the delay results from our negligence or another breach of these terms.
We may cancel or postpone a service if circumstances make completion unsafe, unlawful, or impractical. This includes, without limitation, unsafe access, aggressive behaviour, suspected fraud, excessive load weight, or the presence of prohibited goods. If we cancel for reasons within our control, we will either reschedule or refund any advance payment for unperformed work, subject to any lawful deductions for services already provided. If cancellation is caused by customer conduct or inaccurate information, the customer may remain liable for reasonable costs incurred.
4. Liability and Customer Responsibilities
We will take reasonable care when providing Richmond man and van services, but our liability is limited to losses directly caused by our negligence or breach of contract. We do not accept responsibility for ordinary wear and tear, pre-existing damage, hidden defects, or damage resulting from inadequate packing, unstable furniture, unsecured lids, weak fixtures, or the customer’s own instructions. The customer is responsible for ensuring items are properly packed, labelled, and suitable for transport unless we have expressly agreed to provide packing or specialist handling.Where the customer asks us to move fragile, high-value, antique, electronic, or sentimental items, the customer must inform us in advance. Unless separately agreed in writing, such items are carried at the customer’s own risk and should be insured by the customer as appropriate. We may refuse to move any item that we believe may be unsafe, overweight, hazardous, contaminated, or likely to cause damage to property, persons, or the vehicle. The customer must also ensure that pathways, stairs, lift access, driveways, and loading areas are safe and unobstructed.
To the fullest extent permitted by law, we are not liable for indirect or consequential losses, including loss of profits, loss of business, emotional distress, or missed appointments arising from a service delay or failure. 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 lawfully be excluded. Where liability is accepted, our total liability for any single claim will normally be limited to the amount paid for the relevant service, unless a higher limit is required by law or agreed in writing.
5. Waste, Disposal, and Environmental Rules
If our man and van Richmond service includes the removal, transport, or disposal of unwanted items, the customer must clearly identify which items are to be retained, donated, recycled, or disposed of. We only handle waste in accordance with applicable UK waste legislation and environmental standards. The customer must not request that we remove illegal, unsafe, or undeclared hazardous materials. Such materials may include chemicals, oils, asbestos, paint, medical waste, gas cylinders, batteries, contaminated items, or anything else regulated by law.Where waste transfer is part of the service, the customer agrees that they are the waste producer unless we have expressly agreed otherwise in writing. They must provide accurate descriptions of the waste and cooperate with any reasonable request for documentation, classification, or confirmation of origin. We may refuse any item that we reasonably believe is prohibited or improperly described. If waste is accepted, it may be transported to a lawful facility, reuse point, or recycling centre as appropriate. The customer must not expect us to dispose of restricted materials without prior written agreement and lawful arrangements.
If the customer presents items for disposal that contain personal data, confidential papers, or valuable components, the customer remains responsible for removal of data, locks, SIM cards, storage media, or sensitive material unless we have agreed a specific destruction service. We are not responsible for recovering items from waste once they have been loaded for disposal. Any incorrect declaration of waste type, quantity, or hazard status may result in additional charges, cancellation, or the reporting of the issue to relevant authorities where required by law.
6. Access, Parking, and Site Conditions
The customer must arrange adequate access for the vehicle and crew at both collection and delivery points. This includes any permits, visitor permissions, loading bay access, or temporary parking arrangements needed for the job. If parking is unavailable or restricted, the customer should tell us in advance. Any parking fines, clamp release charges, or access costs caused by the customer’s failure to provide suitable arrangements may be passed on to the customer, provided they were reasonably incurred while performing the service.We may decline to operate in locations that present an unacceptable risk, including unsafe stairwells, poor lighting, obstructed entrances, or buildings without workable loading access. The customer must ensure that the property is ready for the agreed task and that any pets, children, or third parties do not interfere with the work. If we have to wait while access is organised or clearance is made, this may be charged as additional time. The customer is also responsible for protecting floors, walls, and fixtures where extra precautions are required and for informing us of any damage-prone surfaces.
7. Insurance and Claims
We maintain insurance appropriate to the nature of our services, but insurance does not alter the customer’s obligations under these terms. Any claim for damage or loss must be reported as soon as reasonably possible and, in any event, within a reasonable period after completion of the service. The customer must provide evidence of the alleged loss, including photographs, descriptions, and any supporting documents we reasonably request. Failure to report issues promptly may affect our ability to investigate and may limit any remedy available.
8. Governing Law and General Provisions
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or any related quotation shall be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in this document affects statutory rights that cannot be waived under UK law. If we choose not to enforce a right on one occasion, that does not mean we have waived the right to enforce it later.We may update these terms from time to time to reflect operational changes, legal requirements, or service improvements. The version in force at the time the booking is confirmed will usually apply to that booking, unless a change in law requires immediate application. Customers should read the terms carefully before confirming any arrangement. A booking made with Richmond Man And Van is treated as acceptance of the terms set out above and any other written conditions specifically agreed for the job.
By proceeding with a reservation, the customer confirms that they have authority to agree to these Terms and Conditions and that all information provided is true, accurate, and complete to the best of their knowledge. These terms are intended to be fair, clear, and consistent with UK service standards, while allowing us to deliver reliable transport and removal services in a professional manner.