Man and Van Terms and Conditions

Please read through all of our terms & conditions, if there is anything that you do not understand or are concerned about please ring us and we will be happy to discuss them with you.


At these uncertain times we are still doing all we can to fulfill our commitments to our customers, we are still attempting all essential moves, however, European moves as we know require border crossings. We are monitoring the borders, which could be closed to all traffic at any time, if the borders close or a specific country restricts travel for removals before your items can be collected/delivered, we will need to reschedule the move date to a time when the border is reopened. If this happens whilst we are returning with your items, we will hold on the the items until they can be delivered safely to you, if this wait is longer than 3 days your items may need to go in to storage, this storage can be arranged by us or you but you will need to cover the costs of the storage.

The global situation is changing hourly and we can provide no guarantee that moves will be unaffected. However, we are committed to keeping our customers informed and working with you to do everything we can to minimise the impact  of any changes whilst maintaining safety.

For your safety and ours:
  • Avoiding physical contact including a ban on hand shaking.
  • Washing hands with soap and water and using the hand gel provided to all drivers when on the road.
  • Maintaining distance from customers, where possible a customer should bring the items for collection to the ground floor front door and the driver will collect the items from that point..
  • Notifying us in advance of arrival if anyone in the property is self-isolating or has any symptoms of Coronavirus.

Providing parking is the responsibility of the customer, if there are restrictions eg: yellow lines, red routes, residents only etc you must provide a permit from the local council if this is not possible , please be honest and say where the closest legal parking is available eg: 50 yards, 100 yards etc… this may cost a little more but it is much better for you and our man if we know in advance, if parking is legal try to reserve a space for the van outside before it arrives or call the local council and get a suspension or permit where necessary) if there is no parking pre -arranged any parking fines received will be the responsibility of the customer and must be paid by the customer on completion, however our man will not park illegally and our man may have to leave if legal parking is not provided.

Congestion and Toll Charges

There will be an extra charge of £11.50 when passing through the London Congestion Charge Zone and and extra £12.50 for the ULEZ, other congestion charge zones and tolls will be charged accordingly. (Unless otherwise stated)

Payment Requirements

Our preferred method of payment is Fast Payment/BACS. On Booking you will be sent all of our payment details. Other ways to pay: You may pay by debit/credit card in advance to the office (incurs a 3% administration fee and must be at least 5 working days before the date of your move) or by cash to the driver on the day. You should make sure that you have the cash ready in advance as cashpoint visits and waiting times are chargeable. All European moves must be paid via BACS/Fast Payment in advance.

Arrival / Delivery Times / Cancellations

Our Man with a van will do his best to arrive within the time scale stated, however arrival times are estimated. Delays to pick-up/delivery times are sometimes unavoidable (due to traffic accidents, weather etc).
We have never let a customer down!
However, we do not accept any responsibility for any customer loses due to unforeseen or out of our control delivery/pick-up delays or cancellations. If due to unforeseen circumstances, border closures, weather, sickness etc we do have to cancel your removal we will try to give at least 48 hours notice where possible, if cancellation is necessary, we may be able to rebook you for a later date.

Loading and Unloading: Your Responsibilities

It is your responsibility to help the driver load and unload or to provide a suitable person to do so. If you are above the first floor at the collection or delivery address you should provide one person per floor. If you are above the first floor, have more than eight items and do not have people to help load and unload, then you should ask for a quote with more staff, above the 2nd floor and you will need to provide two people at least to help or you will require a team.
The driver will load and unload to the closest point to the front door, he will not place items in specific rooms for you or rebuild dismantled items unless agreed and quoted for in advance.

Changes in Item Numbers

You may incur extra charges if the actual amount of items on the day exceeds the amount of items that were included in your quote, a couple of boxes more would not normally cause an issue, however if you have under-estimated your items by more than this our man will add on an extra charge (usually between £10 – £40) depending on the amount of items and time taken to load them. If you have grossly under-estimated or have been misleading about the amount, size or type of items you have, we have the right to refuse assistance on the day and or make extra charges.

Boxes; your responsibilities

Do not overload boxes or use oversized boxes. If they are too heavy for you to lift then they are too heavy for our man to lift and may result in you having to leave them behind or face extra charges, if a box is too heavy redistribute the items between boxes. Never use large boxes for books, books are extremely heavy when boxed together and should be packed in small boxes only.
Box sizes should be no more than:
Length: 350mm (14.0″)
Width: 250mm (10.0″)
Height: 350mm (14.0″)
Length: 405mm (16″)
Width: 405mm (16″)
Height: 405mm (16″)
Length: 457mm (18.0″)
Width: 457mm (18.0″)
Height: 508mm (20.0″)

Waiting Time

Unless otherwise arranged, waiting time will be charged at £10 per 15mins.
Waiting time includes; key collection, contract signing, late arrival of the customer, items not ready to load, customer not present at either end and any time when loading/unloaded ding is not taking place. Please be aware this is not a courier service, it is a removal service and as such you are expected to be in ready and waiting whenever your driver arrives, if you choose wilfully to go out and not be in when your driver arrives, we reserve the right to put the items in to storage near by and charge those costs to you. You will then have to arrange the collection of your own items from the storage unit.

Customs and Borders

It it the customers responsibility to make sure all border crossing and customs forms are correctly filled and signed, please read forms carefully, if in any doubt call the Embassy for the country you are moving to. All items in the load should be correctly listed. Failure to do this may mean lengthy delays at the border and extra costs.

Awkward Access

You may incur extra charges if you have not informed us of awkward access. Awkward access can include, no vehicle access, steep hills, narrow roads, no parking available in close proximity to the property, cramped stair and hallway conditions where large items of furniture such as sofas will not fit, more than one doorway and corridor to pass through, having to go through rear access over court yards etc, it is a customers duty to inform us of any awkward access there may be before the final confirmation. It is the responsibility of the customer to inform us of any awkward access, steep, narrow roads, low hanging trees, steep drives etc which may be encountered in the vicinity of their properties or local town / village, these kinds of awkward access may require a smaller van to gain closer access and may incur extra costs.

Your packing Responsibilities

We accept no responsibility for damage or breakage to items that have not been packed / protected by adequate means, furniture items should be wrapped in strong cardboard, to prevent extremities / knobs/ legs and the like sticking out and being damaged or causing damage to other items, we will not take old carpets and rugs unless they are wrapped in plastic and sealed, so as to avoid the spread of carpet moths and the like. It is the customer’s responsibility to provide insurance cover for your items. It is the customer’s responsibility to dismantle any unit/system/flat pack furniture and beds and this should be done before our arrival (unless dismantling is pre-arranged with us). It is the customer’s responsibility to ensure that items will fit in the new premises (eg: size of sofa and size of aperture). Our man will not remove doors or windows in such cases and it is up to the customer to organise a specialist if needed.

Unforeseen Circumstances

We reserve the right to add extra costs for unforeseen circumstances (eg: waiting for keys or gaining entry, incorrect addresses, removal of windows and so on).

Postponement or Cancellation

If you decide to postpone or cancel your man and van booking after it has been confirmed, you will be charged 50% of the confirmed quote. If you postpone or cancel within 21 days of the scheduled move, you will be charged the full value of the move.

Staff Abuse

Verbal or threatening behaviour will not be tolerated. If our man is forced to leave the job because of abuse from the customer verbal or otherwise the customer will still be liable to pay in full.