Hackney Man and Van Terms of Service
These Terms and Conditions set out the basis on which Hackney Man and Van provides removal, man and van, transport, loading, unloading and related services. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or organisation requesting the services and entering into the contract with Hackney Man and Van.
We, us, our means Hackney Man and Van and any employees, agents or subcontractors engaged to provide the services.
Services means man and van, household removals, office removals, collection and delivery, loading and unloading, packing assistance, furniture transport and any other related services we agree to provide.
Goods means any items, furniture, boxes, personal effects, equipment or materials in respect of which the services are provided.
Order means a confirmed booking, whether made by telephone, online or in writing, for the provision of services on a particular date and time.
2. Scope of Services
We provide man and van and removal services for domestic and commercial customers within our general service area and to other UK destinations as agreed at the time of booking. The exact nature of the services to be provided, including the number of vehicles, number of operatives, dates, times and addresses, will be confirmed in your booking confirmation.
Unless expressly agreed in writing, we do not provide professional packing, disassembly or reassembly of specialist equipment, installation of appliances, or storage. Any such additional services are subject to separate agreement and may incur extra charges.
3. Booking Process
All bookings are subject to availability and to our acceptance. An enquiry does not constitute a confirmed booking.
To make a booking you will be asked to provide accurate information about:
the collection and delivery addresses
the type and approximate quantity of goods
any access issues at either address, such as stairs, lifts, parking restrictions, narrow streets or limited loading zones
your preferred dates and times for the service
any special handling requirements for fragile or high value goods.
Based on this information, we will provide an estimate or a fixed price. Where we provide an estimate, the final price may vary if the actual work differs from the information supplied at the time of booking.
Your booking is confirmed only when we have accepted it and, where applicable, when any required deposit has been received. We reserve the right to decline or cancel any booking at our discretion, subject to any refund due under these terms.
4. Customer Responsibilities
You are responsible for:
ensuring that all information supplied for the quotation and at the time of booking is complete and accurate
obtaining and paying for any necessary permits or authorisations, including parking suspensions or access permissions
ensuring that both collection and delivery locations are safe, accessible and ready for the agreed time
packing and securing your goods adequately, unless you have specifically arranged packing services with us
removing any personal, valuable or fragile items that you prefer to transport yourself, such as jewellery, important documents, cash, collectibles or items of sentimental value
complying with all applicable laws and regulations, including waste, transport and health and safety rules.
You must not request us to transport or handle any prohibited goods, including but not limited to dangerous or hazardous materials, illegal items, flammable substances, explosives, live animals, perishable goods requiring special conditions, or items which may put our staff, vehicles or other goods at risk.
5. Access, Parking and Service Conditions
You must ensure suitable parking is available near the collection and delivery addresses. Any parking charges, fines or penalties incurred as a direct result of insufficient or incorrect parking arrangements may be added to your final invoice.
If access to the premises is restricted, involves long carrying distances, many flights of stairs, or if lifts are unavailable or unsuitable for the goods being moved, additional time and charges may apply. You must tell us in advance of any known access issues. Failure to do so may result in additional charges or, in serious cases, our refusal to complete part or all of the job if it is unsafe or unreasonable to do so.
We will use reasonable skill and care when providing the services, but we are not responsible for delays or inability to carry out the services where caused by events outside our reasonable control, including heavy traffic, accidents, road closures, severe weather, vehicle breakdowns, industrial action, or access being blocked or refused.
6. Pricing and Payments
Our charges may be based on an hourly rate, a fixed price, or a combination of both, as set out in your booking confirmation. Prices may include or exclude VAT depending on our current registration status, which will be clearly indicated on your quotation or invoice.
Additional charges may be applied for:
waiting time where we are delayed due to circumstances within your control
extra labour or additional vehicles required due to the volume or nature of your goods
work carried out outside standard working hours, including evenings, weekends or bank holidays, where agreed
longer travel distances, tolls, congestion charges or ferry costs.
We may require a deposit at the time of booking, which will be deducted from your final bill. Unless agreed otherwise in writing, payment of the balance is due immediately upon completion of the services on the day of the move. We accept the payment methods advised to you at the time of booking.
If payment is not made when due, we reserve the right to charge interest on overdue amounts, suspend further services, and recover any reasonable costs incurred in pursuing payment.
7. Cancellations and Amendments
You may cancel or amend your booking subject to the following conditions.
If you cancel more than 72 hours before the scheduled start time, any deposit paid may be refunded at our discretion, less any reasonable administration costs or non-refundable expenses incurred.
If you cancel within 72 hours of the scheduled start time, we may retain part or all of the deposit to cover our anticipated losses. If you cancel on the day of the service or after our vehicle has been dispatched, you may be charged up to the full quoted price.
Requests to change the date, time or scope of the services are subject to availability and our agreement. If we are unable to accommodate your requested changes and you choose to cancel, the above cancellation terms will apply.
We may cancel or postpone the services where it is not possible or safe to proceed, including due to extreme weather, vehicle breakdown or other events beyond our reasonable control. In such cases we will offer a rescheduled date or a refund of any deposit paid for the affected booking, and this will be your sole remedy.
8. Customer Conduct and Health and Safety
You agree to treat our staff with respect and not to subject them to abusive, threatening or unsafe conditions. We reserve the right to withdraw our staff and terminate the services immediately if they are subject to harassment, violence, or unacceptable risk to health and safety.
Children, pets and other occupants should be kept away from removal areas, stairways, loading zones and vehicle access points to reduce the risk of accidents.
9. Liability for Loss or Damage
We will exercise reasonable care and skill in handling and transporting your goods. However, our liability is limited as set out below.
We are not liable for any loss or damage arising from:
your failure to properly pack, secure or protect goods, unless we have agreed to provide packing services
inherent defects, weaknesses or pre-existing damage in goods, including but not limited to fragile items, assembled furniture, flat-pack units, or items made of glass, veneer or particle board
normal wear and tear, scratches, minor dents or scuffs that may occur in the ordinary course of loading, transport and unloading
loss or damage to the contents of boxes, bags or containers that have been packed by you or a third party
loss of data or software, or damage to internal components of electrical or electronic items where there is no obvious external damage
loss or damage arising from acts or omissions of the customer, their agents, or any third party.
Our total liability for any claim arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to the lower of the replacement value of the goods affected or a reasonable proportion of the total price paid for the services. We strongly recommend that you arrange appropriate insurance cover for your goods during removal and transit.
We will not be liable for any indirect or consequential loss, including loss of profits, loss of business, loss of opportunity or loss of anticipated savings, arising out of or in connection with the services.
10. Claims and Notification of Damage
You must inspect your goods and premises as soon as reasonably practicable after completion of the services. Any visible loss or damage which you believe is our responsibility must be reported to us as soon as possible and in any event within 48 hours of completion of the services.
Your notification should include a clear description of the alleged loss or damage and supporting evidence where available, such as photographs. Failure to notify us within this timeframe may affect our ability to investigate and may limit or extinguish any liability we may have.
11. Waste, Disposal and Environmental Regulations
We operate in accordance with applicable waste and environmental regulations. We are not a general rubbish collection service, and we will only remove waste or unwanted items where this has been agreed in advance and is compliant with relevant law.
You must not present for removal any hazardous, restricted or controlled waste. Where disposal of items is agreed, we will dispose of them at appropriate licensed facilities, and additional charges may apply based on weight, volume and type of material.
If you ask us to dispose of any goods, you warrant that you are the legal owner of those goods or have the full authority of the owner to authorise disposal. Once disposed of, the goods cannot be recovered and we accept no liability for any subsequent claim of ownership or value.
12. Insurance and Risk
Risk in the goods remains with you at all times, except where loss or damage is directly caused by our negligence and subject to the limitations set out in these terms.
We recommend that you maintain adequate insurance cover for your goods during packing, loading, transport and unloading, including where items are temporarily left in common areas, hallways or loading bays as part of the removal process.
13. Subcontracting
We reserve the right to use subcontractors to perform all or part of the services. Where we do so, these Terms and Conditions will still apply, and we will remain responsible for the acts and omissions of our subcontractors in the same manner as for our own employees, subject to the limitations of liability set out herein.
14. Privacy and Personal Data
In the course of providing services, we may collect and process personal information about you, such as your name, address and contact details. We will only use this information to manage your booking, provide the services, handle payments, and, where permitted, to inform you about related services you may be interested in.
We will take reasonable steps to keep your personal data secure and will not sell or disclose it to third parties except where necessary to perform the services, to comply with legal obligations, or with your consent.
15. Complaints
If you are dissatisfied with any aspect of our services, you should raise the matter with us as soon as possible so that we have the opportunity to resolve it. We will investigate your complaint and respond within a reasonable timeframe.
16. Amendments to these Terms
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 your contract with us. You are advised to review the terms applicable at the point of confirming each new booking.
17. Governing Law and Jurisdiction
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 construed in accordance with the laws of England and Wales.
You and we agree that 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 provided.
18. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise prevent any further exercise of that or any other right or remedy.
The contract for services is between you and Hackney Man and Van. No other person shall have any rights to enforce any of its terms.
By confirming a booking, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
