Man And Van Poplar Service Terms and Conditions

These Terms and Conditions set out the basis on which Man And Van Poplar provides domestic and commercial transport, loading, unloading and related moving services. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These conditions apply to all bookings unless we agree otherwise in writing. For clarity, references to "we", "us" and "our" mean the service provider, while "you" and "your" mean the customer making the booking or authorising the work.

Our service may include collection, delivery, transport, item handling, loading, unloading, dismantling, reassembly, and other agreed moving tasks. The exact scope of the man and van Poplar service depends on what is confirmed at the time of booking and any subsequent written amendment. Customers should ensure that all details provided are accurate, complete and updated if circumstances change. Failure to do so may affect pricing, availability, timing and the safe performance of the work.

These terms are intended to be fair, practical and consistent with applicable UK law. They are designed to protect both parties by setting expectations around booking, payment, cancellations, liability, waste handling and dispute resolution. Nothing in these terms limits any rights you may have under mandatory consumer law, and nothing excludes liability where exclusion is prohibited by law. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in effect.

1. Booking Process

Bookings for the Man And Van Poplar service may be requested by phone, email, online form or any other method we make available. A booking is not confirmed until we have reviewed the requested details and provided acceptance, usually with an estimate, quotation or confirmation message. We may decline a booking if the requested work is outside our service scope, if the date is unavailable, if access conditions appear unsafe, or if the information supplied is incomplete or misleading.

When making a booking, you must provide accurate information about the items to be moved, the collection and delivery addresses, access conditions, parking restrictions, floor levels, lift availability, item dimensions, weight, and any special handling requirements. You must also tell us whether items are fragile, valuable, hazardous or unusually heavy. If the nature or volume of the goods changes after confirmation, we may revise the quotation, alter the vehicle size, add labour time or reschedule the service.

Where a time slot or arrival window is given, it is an estimate and may be affected by traffic, weather, delays at previous jobs, access issues, or circumstances beyond our reasonable control. We will aim to arrive within the stated window, but exact arrival times cannot be guaranteed unless expressly agreed in writing. You are responsible for ensuring someone is available at the collection and delivery addresses at the agreed times to authorise access, check items and confirm completion.

2. Pricing and Payments

Prices may be quoted as a fixed price, hourly rate, minimum charge or a combination of these methods. Any quotation is based on the information supplied at the time and may be adjusted if the actual job differs from the description provided. Additional charges may apply for waiting time, extra labour, stairs, long carries, congestion, parking fees, tolls, storage, specialist equipment, packing materials or the disposal of waste where permitted. We will normally explain any extra charges before they are incurred where reasonably possible.

Unless stated otherwise, payment is due on completion of the service or in advance for deposits, reservations or certain commercial bookings. We may require a deposit to secure a booking, particularly for larger moves or jobs involving scheduled vehicle allocation. Accepted payment methods will be confirmed at booking stage. If an invoice is issued, it must be paid by the due date shown on the invoice. Late payment may result in interest, administrative charges, recovery costs and suspension of further services, subject to applicable law.

The customer is responsible for ensuring that funds are available and that payment details supplied are accurate. If a payment method is declined, reversed or cancelled after work has been carried out, you remain liable for the outstanding balance. We may withhold unloading, release of goods, or completion documentation until cleared payment is received, to the extent permitted by law. Any discount or promotional offer applies only in accordance with its stated conditions and may be withdrawn if those conditions are not met.

3. Cancellations, Amendments and Delays

You may cancel or amend a booking, but we ask that you do so as early as possible. Cancellation charges may apply depending on the notice period, the type of service booked, and whether resources such as vehicle, labour or materials have already been allocated. If you cancel at short notice or fail to make the goods available at the agreed time, we may charge for the time reserved, travel incurred, and any non-refundable costs we have already paid on your behalf.

If you wish to change the date, time, addresses, item list or service scope, we will consider the request subject to availability. Amendments may affect the price and the estimated duration. We are not obliged to accept changes that materially alter the nature of the original booking. If conditions at the job site differ significantly from what was described, including access barriers, unsafe loading conditions or undisclosed items, we may pause the service and renegotiate the terms before continuing.

We are not responsible for delays caused by events outside our control, including traffic incidents, severe weather, road closures, police directions, vehicle breakdowns, illness, accident, strikes, supplier delays or disruption caused by third parties. In such circumstances we will take reasonable steps to minimise the impact and will communicate changes where possible. If a delay becomes substantial, we may offer an alternative time or date. Any refund or partial refund will be considered fairly based on the circumstances and any work already completed.

4. Customer Responsibilities

You must ensure the goods are properly packed and ready for transport unless packing has been included in the service. Items should be suitable for moving and protected as far as reasonably necessary against normal handling risks. You are responsible for disclosing any items that are delicate, prohibited, dangerous, perishable or likely to cause damage if moved in the usual way. If you fail to disclose such information, we will not be liable for resulting loss or damage except where the law says otherwise.

The customer must obtain any required permissions for parking, building access, service lifts, estate rules, loading bay use or access through common areas. If our vehicle cannot park legally or safely near the premises, additional time or charges may be incurred and the job may be delayed. You should also secure valuables, documents, cash, jewellery and sensitive information before the service begins. We do not accept responsibility for items left unsecured unless we have expressly agreed to handle them.

It is your responsibility to be present, or to appoint an authorised representative, at both ends of the move to confirm instructions, review item condition and approve completion. If you are absent and no representative is available, we may be unable to complete the job and may charge accordingly. You should also inspect items promptly upon delivery and notify us of any apparent issues as soon as reasonably possible so that concerns can be assessed fairly.

5. Liability and Insurance

We will take reasonable care when handling your belongings, but moving items always involves ordinary risks. Our liability is limited to loss or damage caused by our negligence, breach of contract or failure to exercise reasonable skill and care. We are not liable for pre-existing damage, wear and tear, hidden defects, unsuitable packaging, inherent fragility, or damage caused by instructions given by the customer or their representative.

Where items are especially valuable, rare or irreplaceable, you should tell us before the booking so that appropriate arrangements can be considered. Unless we expressly agree in writing, we do not provide specialist valuations or guarantee replacement value for such items. Customers are encouraged to have their own insurance cover for possessions, particularly where the value is high or where the items are fragile, difficult to replace or susceptible to weather, vibration or transit movement.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those exceptions, our total liability for any claim arising out of a booking shall be limited to the amount paid for the specific service giving rise to the claim, unless a different limit is required by law. We will not be liable for indirect loss, loss of profit, loss of business, or consequential loss.

6. Waste Regulations and Disposal

Where our man and van Poplar service includes waste removal, clearance or disposal, the customer must describe the waste accurately before the job is accepted. We only remove waste that is lawful for us to handle and transport. Any waste transfer will be carried out in accordance with applicable UK waste legislation, including the duty of care requirements. We may refuse any item that is hazardous, prohibited, improperly packaged, contaminated, or unsuitable for lawful transport.

You must not hand over controlled waste, chemicals, asbestos, clinical waste, gas bottles, paint, solvents, batteries, oils, or any other regulated or dangerous material unless we have expressly agreed in advance and are legally permitted to manage it. If undisclosed restricted waste is presented on the day, we may refuse collection and charge any wasted attendance or disposal preparation costs. The customer remains responsible for ensuring that all waste is separated, described honestly and placed in a condition fit for legal transport.

Where waste is removed by us, we may charge by volume, weight, item type or disposal category. Fees may include transfer station costs, loading time and any lawful disposal charges. We may use licensed waste carriers or approved disposal facilities and may request evidence of lawful disposal where appropriate. If we suspect fly-tipping, illegal dumping or misdescription of waste, we may decline the work and, where required, report the matter to the relevant authorities.

7. Damage, Claims and Complaints

If you believe an item has been damaged or lost during the service, you should notify us as soon as possible and ideally before the completion of the booking. Any claim should include a description of the item, the alleged issue, photographs where available, and any supporting information that may help us investigate. We may inspect the item, request evidence of pre-service condition, and ask for receipts or valuations where relevant and reasonable.

We will review claims promptly and fairly. If we accept responsibility, our remedy may include repair, replacement, partial refund or another appropriate solution, depending on the circumstances and the extent of loss. We are not obliged to provide a remedy where the issue arose from the customer’s own packing, faulty instructions, pre-existing defects, or matters outside our reasonable control. Claims must be brought within a reasonable period after the service, and delays in reporting may affect our ability to investigate.

If you have a complaint about the service, you should raise it in writing so that it can be recorded and reviewed. We will aim to respond within a reasonable timeframe and may request further details. Our goal is to resolve issues proportionately and without unnecessary formality. Nothing in this section affects your statutory rights, and the existence of a complaint process does not limit any legal rights you may have under consumer protection law.

8. Suspension, Refusal of Service and Termination

We may suspend, refuse or terminate a booking if we reasonably believe that proceeding would be unsafe, unlawful, abusive or materially inconsistent with the original agreement. This includes situations involving aggressive behaviour, unsafe access, severe contamination, undisclosed hazardous materials, excessive misdescription of the load, or where the customer fails to make payment or provide the agreed access. In such cases, charges may still apply for time, travel or preparation already incurred.

We may also withdraw from a job if the vehicle cannot lawfully access the site, if the customer insists on instructions that would expose people or property to unreasonable risk, or if continuing would breach regulations or insurance conditions. If termination occurs after work has begun, we will charge fairly for the part of the service already delivered and for unavoidable costs. You must cooperate with reasonable safety instructions given by our team or any subcontractor acting on our behalf.

9. General Provisions

These terms form the entire agreement between the parties in relation to the service and supersede any prior discussions or representations, except where expressly confirmed in writing. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking. No failure or delay by either party in exercising any right under these terms shall operate as a waiver of that right.

If any provision is found unenforceable, it shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible, without affecting the remaining provisions. No third party has the right to enforce these terms unless such right is expressly granted by law. Any notice or communication given under these terms may be made in writing using the contact method agreed at booking, provided it is capable of being retained for reference.

Governing Law: These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction, subject to any mandatory consumer rights or legal remedies available to either party under applicable law.