Terms and Conditions

Highbury Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Highbury Man and Van provides transport, removal and related services to private and business customers. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions.

These terms apply to all services we provide, including but not limited to local removals, man and van services, furniture transport, small office moves and related loading, unloading and handling activities.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means the person or organisation making the booking or on whose behalf the booking is made.

Company means Highbury Man and Van, being the provider of the services.

Services means any transport, removal, packing, loading, unloading, storage delivery or related services provided by the Company.

Booking means a reservation for the Services made by or on behalf of the Customer and accepted by the Company.

Vehicle means any van or other vehicle used by the Company to carry out the Services.

2. Booking Process

2.1 Bookings can be made in advance via our accepted communication channels. The Customer must provide accurate and complete information about the nature of the job, including access details, item descriptions, special handling requirements, and any restrictions such as parking limitations or time constraints.

2.2 A Booking is not confirmed until the Company has acknowledged acceptance of the Booking and, where required, the Customer has agreed to any quoted price or hourly rate. The Company reserves the right to decline any Booking at its discretion.

2.3 The Customer is responsible for ensuring that all information supplied at the time of Booking is correct. If the information provided is inaccurate or incomplete, the Company may adjust the price, refuse to undertake certain items or services, or cancel the Booking.

2.4 The Customer must notify the Company as soon as reasonably possible of any changes to the Booking, including changes to dates, addresses, access conditions, or the volume and type of items to be transported. Changes may result in revised pricing and availability cannot be guaranteed.

2.5 The Company may require a deposit or preauthorisation to secure certain Bookings, particularly for larger removals or peak periods. Details of any deposit requirements will be provided prior to confirmation.

3. Service Description and Scope

3.1 The Company will provide the Services with reasonable skill and care, using suitable Vehicles and personnel for the agreed work.

3.2 Unless otherwise agreed in writing, the Services do not include disconnection, reconnection, dismantling or reassembly of appliances, fixtures, or fittings, or the removal of doors, windows or other structural elements.

3.3 The Company does not undertake work that involves specialist lifting equipment or the removal of items that are excessively heavy, hazardous, illegal, or unsuitable for transport in a standard removal vehicle.

3.4 The Customer is responsible for packing and securing items unless a separate packing service has been explicitly agreed. Items should be packed in appropriate containers and clearly labelled where necessary.

3.5 The Company will make reasonable efforts to adhere to agreed arrival and delivery times, but such times are estimates only and not guaranteed. The Company is not liable for delays caused by traffic, road conditions, weather, vehicle breakdown, access issues, or other circumstances beyond its reasonable control.

4. Customer Responsibilities

4.1 The Customer must ensure that there is adequate and legal parking for the Vehicle at both the collection and delivery addresses, including arranging any necessary permits or permissions. Any parking charges or fines incurred as a result of insufficient arrangements will be the responsibility of the Customer and may be added to the final invoice.

4.2 The Customer must ensure safe and reasonable access to the property and to all items that are to be moved. This includes providing clear pathways, notifying the Company of narrow staircases, restricted corridors, low ceilings or other obstacles, and ensuring lifts are available and working where applicable.

4.3 The Customer must be present or represented at the collection and delivery addresses during the performance of the Services, unless otherwise agreed. The Customer or their representative must check that all items are loaded and unloaded and must sign any delivery notes or job sheets when requested.

4.4 The Customer shall not ask the Company to transport any items that are prohibited, including but not limited to: illegal goods, explosives, flammable substances, toxic materials, perishable goods that require special temperature control, or any items that may pose a risk to health, safety, or the Vehicle.

4.5 The Customer is responsible for securing valuables, fragile items and important documents. The Company recommends that these items be transported separately by the Customer wherever possible.

5. Pricing and Payment Terms

5.1 Services may be charged on an hourly basis, a fixed price, or a combination of both, as agreed at the time of Booking. The Company will explain the charging method prior to confirmation.

5.2 Hourly charges are typically calculated from the time the Vehicle and team arrive at the first address until completion of the job at the final address, including loading, unloading and any waiting time caused by the Customer or access issues.

5.3 Fixed price quotations are based on the information provided by the Customer at the time of Booking. If the actual work differs from the information given, the Company reserves the right to amend the price to reflect the additional time, distance, items or complexity involved.

5.4 Unless otherwise agreed, payment is due immediately upon completion of the Services. The Company reserves the right to request full or part payment in advance, particularly for larger moves or long-distance work.

5.5 The Company accepts the payment methods that are currently made available to Customers and may change accepted methods from time to time.

5.6 If payment is not received when due, the Company may charge reasonable late payment fees and interest. For business customers, interest may be charged in accordance with applicable late payment legislation.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a Booking by giving notice to the Company. Any cancellation must be confirmed through the same or another agreed communication channel.

6.2 The Company may apply cancellation charges based on how much notice is given prior to the scheduled start time. If cancellation is made with sufficient notice, charges may be reduced or waived at the Companys discretion.

6.3 Where the Customer fails to be present at the agreed time and location without prior notification, or where the Company is unable to carry out the Services due to the Customers failure to provide access or necessary information, this may be treated as a late cancellation and a corresponding fee may apply.

6.4 If the Company is unable to perform the Services on the agreed date due to circumstances beyond its reasonable control, including but not limited to severe weather, accidents, breakdowns, or staff illness, it will inform the Customer as soon as practicable and will seek to rearrange the Services. The Company shall not be liable for any indirect losses arising from such delays or rearrangements.

7. Waiting Time and Delays

7.1 Where waiting time is caused by factors outside the Companys control, including delays in obtaining keys, issues with property access, or delays caused by third parties, the Company may charge for waiting time at its standard hourly rate or as otherwise agreed.

7.2 The Company will make reasonable efforts to minimise delays, but the Customer acknowledges that some delays may be unavoidable. The Customer should allow sufficient flexibility in their schedule, especially for moves involving multiple addresses or busy urban areas.

8. Liability and Limitations

8.1 The Company will take reasonable care in handling, loading, transporting and unloading the Customers goods. However, the Companys liability for loss or damage is subject to the terms of this section and any applicable statutory rights.

8.2 The Company will not be liable for any loss or damage arising from the Customers failure to pack items safely, to protect fragile or delicate goods, or to provide sufficient information about the nature or condition of items.

8.3 The Company does not accept liability for damage to goods or property where access is difficult or where the Customer insists on work being undertaken against the advice of the Company. This includes, but is not limited to, manoeuvring large furniture through narrow hallways, staircases, or doorways, or transporting items that are excessively heavy or awkward.

8.4 The Company is not liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of use, emotional distress or inconvenience arising from delay, damage, or failure to complete the Services on a specific date.

8.5 The Customer must notify the Company of any alleged loss or damage as soon as reasonably possible and in any event within a reasonable time after completion of the Services. The Customer should provide supporting evidence, including photographs and descriptions of the items and the circumstances of the damage.

8.6 Where liability is established, the Companys responsibility may be limited to the reasonable cost of repair or replacement of the item, taking into account its age, condition and market value. The Company is not obliged to reimburse the original purchase price.

8.7 The Company shall not be liable for any loss or damage to items that the Company has been asked to transport contrary to these Terms and Conditions, including prohibited or hazardous items.

9. Property Damage

9.1 The Company will take reasonable care to avoid damage to property at collection and delivery addresses. The Customer should point out any known weaknesses or defects, such as loose floorboards, weak banisters or fragile surfaces, before work begins.

9.2 The Company is not liable for minor cosmetic damage to walls, floors or fittings that can reasonably occur when moving large or heavy items through tight or restricted spaces, provided reasonable care is taken.

9.3 Any claim for property damage must be reported to the Company as soon as reasonably practicable after discovery and supported with clear evidence.

10. Waste and Rubbish Regulations

10.1 The Company provides removal and transport services and is not a waste disposal contractor. The Company will not remove or transport general household rubbish, builders waste, hazardous waste, or materials that require specialist disposal, unless expressly agreed in advance and in compliance with applicable regulations.

10.2 The Customer must not request the Company to dispose of items illegally, including fly-tipping or leaving goods at locations not authorised for waste disposal.

10.3 Where the Company agrees to remove certain items for disposal, this will be subject to additional charges and must comply with relevant waste and environmental regulations. The Customer is responsible for declaring the nature of any items to be disposed of and warrants that they are non-hazardous unless otherwise disclosed.

10.4 The Company reserves the right to refuse to carry any items that appear to be waste or rubbish when such carriage would breach regulations or exceed the scope of the agreed Services.

11. Insurance and Customer Cover

11.1 The Company maintains appropriate insurance for its Vehicles and business operations in accordance with legal requirements.

11.2 The Customer is encouraged to maintain their own contents or removals insurance to cover their goods in transit and during handling, particularly for high-value items or full property moves.

11.3 The existence of any insurance held by the Company does not extend or increase liability beyond that set out in these Terms and Conditions, unless expressly required by law.

12. Complaints

12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

12.2 The Company will handle complaints fairly and in good faith, requesting any necessary information or evidence from the Customer. A response will be provided within a reasonable time.

12.3 Raising a complaint does not entitle the Customer to withhold payment for Services that have been duly provided, unless agreed with the Company.

13. Data Protection and Privacy

13.1 The Company will collect and use personal information provided by the Customer for the purposes of managing Bookings, delivering Services, processing payments and handling enquiries or complaints.

13.2 The Company will take reasonable steps to safeguard personal information and will not sell or share such information with third parties except where necessary to perform the Services, comply with legal obligations, or as otherwise permitted by law.

14. Termination and Refusal of Service

14.1 The Company reserves the right to refuse, suspend or terminate the Services if the Customer behaves abusively or unlawfully, fails to make due payments, provides misleading information, or requests services that would breach these Terms and Conditions or any applicable laws.

14.2 In the event of termination during a job due to the Customers breach, the Company may charge for all work completed and for any costs incurred.

15. Governing Law and Jurisdiction

15.1 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.

15.2 The parties 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary or, if not possible, deleted, and the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by the Company to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior discussions, correspondence or understandings regarding the Services.

16.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Booking will apply to that Booking and related Services.