Terms and Conditions

Richmond Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Man and Van provides removal, transport, and related services within the United Kingdom. By booking or using 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 shall have the meanings set out below:

Customer means the person, company, or organisation booking or receiving the services.

Company means Richmond Man and Van, the provider of removal and transport services.

Services means any removal, transport, loading, unloading, packing, unpacking, and related services supplied by the Company.

Goods means the items, furniture, personal effects, equipment, and any other property which are the subject of the Services.

Contract means the legally binding agreement between the Customer and the Company for the provision of Services, formed upon confirmation of booking.

2. Scope of Services

The Company provides domestic and commercial man and van services, including but not limited to property moves, item collection and delivery, small office moves, and light haulage within the UK. The specific nature and extent of the Services will be agreed at the time of booking.

Any additional services requested on the day of the move or outside the original booking details may be charged at the applicable hourly or fixed rate and will be subject to availability of time, staff, and vehicle capacity.

3. Booking Process

3.1 Bookings can be made by providing full details of the move, including collection and delivery addresses, access conditions, property type, approximate inventory of Goods, and preferred date and time.

3.2 The Company will issue a quotation based on the information supplied by the Customer. Quotations are usually provided on a fixed price or hourly rate basis, as indicated at the time of quotation.

3.3 It is the Customer's responsibility to ensure that all information provided is accurate and complete. Any changes to the inventory, addresses, dates, access, or service requirements may result in a revised quotation or additional charges.

3.4 A booking is only confirmed once the Customer has accepted the quotation and any required deposit has been received by the Company. Until confirmation, dates and times remain provisional and may be offered to other Customers.

3.5 The Company reserves the right to decline or cancel a booking at its discretion where it believes the job is unsafe, unlawful, or unsuitable for the Services offered.

4. Quotations

4.1 Unless otherwise stated, quotations are valid for 30 days from the date of issue, subject to availability of vehicles and staff on the required date.

4.2 Quotations are based on normal access conditions. Extra charges may apply where there are unforeseen difficulties such as restricted parking, long carry distances, stairs above the first floor with no lift, or where special handling is required.

4.3 Quotations do not include dismantling or reassembly of furniture, disconnection or reconnection of appliances, or packing and unpacking unless explicitly stated.

4.4 The Company may adjust the price if the volume or nature of the Goods exceeds the original estimate, if access is significantly worse than described, or if the move takes longer than anticipated due to circumstances beyond the Company’s control.

5. Customer Responsibilities

5.1 The Customer must ensure that:

a. All Goods are properly packed, secured, and ready for transport unless packing has been expressly included in the Services.

b. All items are suitable to be moved and are safe to handle.

c. There is adequate and legal parking available at both collection and delivery addresses.

d. Necessary permissions, permits, or parking suspensions have been obtained where required.

e. The Company is informed in advance of any fragile, valuable, or unusual items, as well as items of high value or sentimental importance.

5.2 The Customer or an authorised representative must be present at the collection and delivery locations to provide access, directions, and instructions, and to check and sign any relevant documentation.

5.3 The Customer is responsible for protecting floors, carpets, and walls if they are concerned about potential marks or minor scuffs, and should notify the Company of any specific concerns before work begins.

6. Payment Terms

6.1 Unless otherwise agreed in writing, payment for the Services is due immediately upon completion of the job or in advance where requested.

6.2 The Company may require a deposit at the time of booking. Deposits are generally non-refundable except as set out in the cancellation policy below.

6.3 Payment methods will be confirmed at the time of booking. The Customer is responsible for ensuring funds are available and cleared.

6.4 For hourly rate bookings, charging starts from the time the vehicle and staff are scheduled to arrive at the first address and continues until the job is completed, including any reasonable travel between addresses and to the final drop-off point.

6.5 If payment is not made when due, the Company reserves the right to withhold or delay delivery of Goods, to charge interest on overdue sums, and to take any lawful recovery action for unpaid amounts.

7. Cancellations and Amendments

7.1 If the Customer needs to cancel or reschedule a booking, the Company must be notified as soon as possible.

7.2 Cancellations made more than 7 days before the scheduled service date may be made without additional charge, although any non-refundable third-party costs already incurred may still apply.

7.3 Cancellations made within 7 days but more than 48 hours before the scheduled service date may incur a cancellation fee, which may include loss of deposit.

7.4 Cancellations made within 48 hours of the scheduled service, or failure to provide access on the day, may be charged up to the full quoted amount to cover allocated time and resources.

7.5 Where the Customer needs to amend the date, time, or scope of Services, this will be subject to availability and may result in a revised quotation or additional charges. The Company is not obliged to accommodate changes, but will act reasonably wherever possible.

8. Access and Parking

8.1 The Customer must ensure safe and suitable access for the Company’s vehicle and staff at both collection and delivery points.

8.2 Any parking charges, tolls, fines, or penalties incurred as a result of inadequate or unlawful parking instructions given by the Customer may be charged to the Customer.

8.3 Where access is significantly restricted or differs from information provided at the time of booking, additional charges may be applied for extra time, handling, or use of smaller vehicles where required.

9. Excluded Items

9.1 The Company will not transport the following items under any circumstances:

a. Illegal goods or substances.

b. Explosives, firearms, ammunition, or other dangerous goods.

c. Highly flammable, corrosive, or toxic materials.

d. Live animals or plants.

e. Perishable foods requiring temperature control.

f. Cash, jewellery, watches, important documents, or items of exceptional value unless expressly agreed in writing.

9.2 If such items are transported without the Company’s knowledge, the Company shall have no liability for loss, damage, or consequences arising from them, and the Customer will be responsible for any resulting loss or damage suffered by the Company.

10. Liability for Loss and Damage

10.1 The Company will take reasonable care in handling and transporting Goods, but some minor scuffs or marks can occur during a move, particularly in tight spaces or where heavy items are involved.

10.2 The Company’s liability for loss or damage to Goods, property, or premises, whether arising from negligence or otherwise, shall be limited to reasonable and foreseeable loss, and shall not exceed a fair market value of the affected Goods or the amount expressly agreed with the Customer.

10.3 The Company shall not be liable for:

a. Loss or damage arising from pre-existing defects or vulnerabilities in Goods.

b. Damage to flat-pack furniture or items that are unsuitable for transport once assembled.

c. Wear and tear, minor dents, or cosmetic damage that does not materially affect the function of an item.

d. Loss or damage resulting from inadequate or improper packing by the Customer.

e. Loss of data, software, or digital content stored on devices.

10.4 The Customer must report any apparent loss or damage to Goods or property in writing as soon as reasonably practicable and no later than 48 hours after completion of the Services, providing details and evidence where possible.

11. Delays and Events Beyond Control

11.1 The Company will use reasonable efforts to complete the Services within the estimated time; however, timings are not guaranteed and may be affected by traffic, weather, access issues, or other factors beyond the Company’s control.

11.2 The Company shall not be liable for delays or failure to perform its obligations where this is due to circumstances beyond its reasonable control, including but not limited to extreme weather, road closures, accidents, mechanical breakdown, strikes, or public emergencies.

11.3 If such an event occurs, the Company will take reasonable steps to minimise disruption and will keep the Customer informed. Where appropriate, an alternative date or time may be offered.

12. Waste and Disposal Regulations

12.1 The Company operates in compliance with relevant UK waste and environmental regulations. Certain waste materials can only be removed or disposed of by licensed waste carriers.

12.2 The Company does not operate as a general rubbish removal or waste disposal business. Any request to dispose of items must be agreed in advance and may be subject to additional charges.

12.3 The Customer must not request the Company to dispose of hazardous, prohibited, or controlled waste. This includes items such as chemicals, paint, asbestos, fuel, gas cylinders, or clinical waste.

12.4 Where the Company agrees to take items for disposal, they will be taken to appropriate facilities in line with applicable regulations. The Customer remains responsible for ensuring that items are lawful to dispose of and do not breach waste legislation.

13. Insurance

13.1 The Company maintains appropriate insurance in connection with the provision of man and van services, as required by law and industry practice.

13.2 The Customer is encouraged to ensure that their own household, business, or contents insurance policies cover items during removal and transit, and to inform their insurer of any planned move.

14. Complaints and Dispute Resolution

14.1 If the Customer is dissatisfied with any aspect of the Services, the Company should be notified as soon as possible so that matters can be investigated and addressed.

14.2 The Company will aim to respond to complaints promptly and to resolve issues in a fair and reasonable manner.

14.3 If a dispute cannot be resolved informally, the parties may consider mediation or other forms of alternative dispute resolution before resorting to legal proceedings.

15. Data Protection and Privacy

15.1 The Company will collect and process personal information only to the extent necessary to manage bookings, deliver Services, handle payments, and meet legal obligations.

15.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable measures to keep personal information secure and will not sell or misuse Customer data.

16. Changes to These Terms

16.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract.

16.2 Any material changes to these Terms and Conditions may be communicated through the Company’s standard communication channels.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any Contract formed under them, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 The courts of England and Wales shall have exclusive jurisdiction to resolve any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided.

By confirming a booking with Richmond Man and Van, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.