Terms and Conditions for Man With Van Hayes
These Terms and Conditions set out the basis on which Man With Van Hayes provides removal, transport, collection, delivery, and related moving services to customers in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. They are designed to create a clear, fair, and practical agreement between the customer and the service provider, covering the service scope, the booking process, pricing, cancellations, liability, waste handling, and legal matters. For the avoidance of doubt, these terms apply to all standard man and van services, including domestic moves, light commercial removals, single-item transport, and associated loading or unloading work.
The phrase Man With a Van Hayes, Hayes van service, van removals Hayes, or similar wording in these terms refers to the business operating the service and any authorised representatives, drivers, or assistants acting on its behalf. The customer means the person making the booking or any person authorised to act for them. In these terms, references to “goods” include furniture, boxes, appliances, waste items, and any other property that the customer asks the business to move, carry, collect, dispose of, or transport. These terms should be read carefully before confirming any order.
The service is offered on the basis of the information provided by the customer at the time of booking. If the customer gives inaccurate, incomplete, or misleading details about the volume, weight, access conditions, parking, distance, packing, or the nature of the items, the provider may revise the price, change the vehicle, alter the staffing level, or refuse to proceed if the service cannot safely be performed as originally planned. The customer is responsible for ensuring that all items are ready at the agreed time unless the booking specifically includes packing, dismantling, or other preparation work.
Booking process begins when the customer requests a quote or service estimate and provides the necessary details to allow the job to be assessed. This may include the collection and delivery addresses, preferred date and time, item list, access information, floor level, loading restrictions, and any special handling requirements. A quote is usually based on the information available at the time and may be revised if the actual service differs from the description given. A booking is only confirmed once the customer accepts the quote, the booking is accepted by the provider, and, where required, any deposit or prepayment has been received.
Once confirmed, the customer should review the booking details carefully. It is the customer’s duty to notify the provider as soon as possible if there are changes to the inventory, collection point, delivery point, access conditions, or timing. The provider may allocate a suitable vehicle and staff based on the original booking details, so material changes may lead to waiting charges, additional labour charges, or a revised schedule. The provider will aim to accommodate reasonable changes, but any amendment is subject to availability and operational practicality. All bookings are made on the understanding that the customer has authority to arrange the move and access the premises involved.
On the day of the service, the customer or an authorised adult must be present unless the provider has agreed otherwise in writing or by recorded message. The provider may require confirmation of identity, item ownership, or authority to release or collect goods where there is a risk of dispute. If the customer is not present or cannot be contacted, the provider may treat the booking as a cancellation by the customer and apply the relevant charges. A Hayes man and van service is intended to be efficient and time-based, so delays caused by the customer can affect the total price and the completion of the move.
Payments are due in accordance with the quotation, booking confirmation, or invoice issued by the provider. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. The price may be based on an hourly rate, a fixed fee, a combination of both, or a priced disposal arrangement for waste collection. The customer agrees to pay for all work carried out, including waiting time, additional stops, parking charges, congestion or access fees, and any extra labour requested during the job.
Payment is normally required on completion of the service, unless a deposit, part payment, or advance payment has been requested. The provider may accept bank transfer, card payment, cash, or another approved method, but no method is guaranteed unless confirmed in advance. If a deposit is taken, it forms part of the overall price and may be non-refundable where the cancellation rules apply. Invoices must be paid by the due date stated. If payment is late, the provider may charge reasonable recovery costs and suspend future services until the account is settled. Any discounts or promotional pricing apply only as described and may be withdrawn before booking confirmation.
The customer is responsible for ensuring that funds are available and that any payment method used is valid and authorised. If a third party is paying, the customer remains responsible unless the provider has expressly agreed to transfer liability. Where the customer disputes a charge, they should raise the matter promptly and provide supporting information. This does not permit the customer to withhold payment for undisputed parts of the service. The provider may retain a right of lien over goods lawfully held until outstanding sums are paid, subject always to applicable law.
Cancellations and postponements are permitted subject to notice and fairness. If the customer cancels more than a reasonable period before the scheduled time, the provider may refund any amount paid, less any non-refundable deposit or administrative cost clearly explained at the time of booking. If cancellation occurs at short notice, after the vehicle has been dispatched, or once the team has arrived at the site, the provider may charge a proportion of the agreed fee to cover time, travel, and lost opportunity. The exact amount will depend on the circumstances and the stage reached in the booking.
If the provider needs to cancel or reschedule due to vehicle breakdown, severe weather, staff unavailability, safety issues, or any event beyond reasonable control, the provider will make reasonable efforts to offer an alternative time or date. Where this is not possible, any prepayment for the unperformed part of the service will normally be refunded. The provider is not liable for indirect losses caused by cancellation or postponement, such as loss of earnings, missed deadlines, or inconvenience, unless required by law. Both parties should act reasonably and communicate promptly where a change becomes necessary.
Where a customer fails to attend, fails to grant access, or fails to make goods ready at the agreed time, the provider may treat this as a same-day cancellation. In such cases, charges may still apply because the team and vehicle have been committed to the booking. The customer should also be aware that waiting beyond a reasonable period may affect other scheduled jobs. Any rebooking requested after a missed appointment will be subject to availability and may require fresh confirmation or payment in advance.
Liability is limited to the extent permitted by UK law. The provider will exercise reasonable care and skill when carrying out the service. However, the provider is not responsible for damage caused by items that were already defective, poorly packed, unstable, overfilled, or unsuitable for transport. The customer should ensure that fragile items are properly wrapped, that furniture is ready for moving, and that appliances are disconnected and prepared where necessary. Where the customer chooses to pack goods themselves, they accept responsibility for inadequate packing unless the provider has specifically agreed to pack them.
The provider is not liable for minor cosmetic marks, pre-existing wear and tear, or damage caused by hidden defects in items, fixtures, or access routes. The customer must tell the provider about any special risks, including tight stairways, fragile flooring, low ceilings, access restrictions, or valuable or unusual items requiring extra care. If the customer fails to disclose such matters, the provider will not be responsible for resulting loss or delay. Any claim for damage should be reported as soon as reasonably possible and accompanied by clear evidence. The provider may inspect the item before a claim is assessed.
The provider’s total liability for proven loss or damage arising from the service shall be capped at the amount paid for the specific job, except where a higher limit is required by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded. The provider is not liable for indirect, special, or consequential losses, including business interruption, missed profit, or emotional distress, unless such liability cannot be excluded under UK law. Customers are encouraged to arrange appropriate insurance for high-value items where needed.
Waste regulations apply where the service includes the removal, collection, transport, or disposal of waste items. The customer must accurately describe any waste to be collected and must not present hazardous, illegal, contaminated, or restricted items unless the provider has agreed in advance and can lawfully handle them. Waste may include household rubbish, furniture for disposal, garden waste, or similar materials, but it does not automatically include specialist waste such as asbestos, chemicals, medical waste, pressurised containers, batteries in bulk, or electrical items requiring separate compliance procedures. The provider may refuse any item that is unsafe or unlawful to handle.
Where waste is collected, the customer confirms that they have the legal right to dispose of the items and that the items are not stolen, fly-tipped, or subject to third-party claims. The customer agrees to provide accurate information about the origin and nature of the waste if requested. If a waste transfer note, receipt, or disposal record is required for compliance, the provider may issue or request one. The customer must not ask the provider to dispose of items in a way that breaches environmental law, local authority rules, or duty of care obligations. If the waste is misdescribed and the provider incurs additional costs, those costs may be passed to the customer.
For services involving rubbish removal or clearance, the customer should understand that the provider acts in accordance with applicable waste management legislation and relevant environmental requirements. The provider may separate recyclable materials where appropriate and may use licensed facilities or approved channels for disposal. The customer acknowledges that some items may attract additional disposal charges due to handling requirements, licensing costs, or landfill fees. No waste collection will be carried out where doing so would place the provider in breach of law or expose staff, property, or the environment to unreasonable risk.
Customer responsibilities include ensuring access, parking, and item readiness. The customer must obtain any building permissions, parking permissions, permits, or access codes needed for the job unless otherwise agreed. If the vehicle cannot park close enough to the property because of restrictions or obstructions, extra labour time may be charged. The customer should also secure pets, children, and vulnerable persons so that the work can be carried out safely. If the premises are unsafe, the provider may refuse to continue until the issue is resolved.
The customer is responsible for backing up data and removing personal, confidential, or sensitive information from devices or documents before transport or disposal. The provider does not inspect digital contents and is not responsible for accidental loss of data, personal records, or unsecured valuables left inside furniture or boxes. The customer should also empty fridges, freezers, and cupboards when required, disconnect services where necessary, and make sure any liquids, fuels, or breakables are handled properly. Any special handling instructions should be given clearly in advance.
If the customer requests the provider to dismantle, assemble, connect, disconnect, or store items, those tasks will be treated as additional services unless expressly included in the quote. The provider may decline to move items that are too heavy, unsafe, contaminated, illegally held, or unsuitable for the vehicle. The customer agrees not to pack prohibited goods, including weapons, flammable materials, perishable hazardous substances, or any item that could endanger staff or other property. The provider reserves the right to stop work if conditions become unsafe or unlawful.
Delays, force majeure, and operational matters may affect service performance. The provider is not responsible for delays caused by traffic, road closures, accidents, extreme weather, police instructions, utility failures, strikes, or events outside reasonable control. In such circumstances, the provider will use reasonable efforts to continue or reschedule the service, but exact times cannot always be guaranteed. Time estimates are given in good faith and are not absolute deadlines unless specifically confirmed in writing as part of a contractual guarantee.
The provider may assign suitable staff or subcontractors to perform the service, provided they meet the necessary standards and operate under these terms. The customer may not transfer the booking to another person without consent if doing so would materially affect the work or payment responsibility. The provider may refuse to carry out any instruction that is unlawful, unsafe, abusive, or outside the agreed scope. Any verbal agreement should be capable of being evidenced by booking records, messages, invoices, or written notes.
Governing law and jurisdiction are England and Wales, unless the law requires otherwise. These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute, subject to any consumer rights or mandatory legal protections that apply. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
Nothing in these Terms and Conditions affects the customer’s statutory rights as a consumer under applicable UK law. If any clause is inconsistent with mandatory consumer protection rules, those rules will prevail to the extent required. The provider may update these terms from time to time, but the version in force at the time of booking will normally apply to that booking unless a later change is required by law or agreed by both parties. Customers should retain a copy of the confirmation and relevant communications for their records.
By proceeding with a booking for Man With Van Hayes, the customer confirms that they accept these terms, agree to provide accurate information, and understand that pricing and completion depend on the details supplied. The purpose of these terms is to support a transparent and reliable service while protecting both parties from avoidable disputes. In the event of any ambiguity, the provider will interpret the booking in a practical manner consistent with the written confirmation and the overall intention of the agreement.
These terms are intended to apply in a fair and proportionate way to ordinary moving and transport work, whether described as a Man With a Van Hayes booking, a van collection, a furniture move, or a general removal service. Customers are encouraged to raise questions before confirming a booking if any part of the service is unclear. Clear communication, accurate descriptions, and prompt payment all help ensure that the service is delivered smoothly, safely, and in line with expectations.
For the final avoidance of doubt, the provider may rely on these Terms and Conditions for every job accepted under the Man With Van Hayes name, whether the service is booked directly, by a representative, or through another lawful arrangement. If the customer proceeds with the booking, they accept the service on these terms, including the booking process, payment obligations, cancellation rules, liability limits, waste compliance duties, and governing law provisions. These conditions create a balanced framework for professional man and van services and should be read alongside any job-specific quotation or written confirmation.