Holland Park Man And Van Terms and Conditions
These Holland Park Man And Van Terms and Conditions set out the basis on which our moving and transport services are provided in the UK. By placing a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair and practical framework for both parties. They apply to domestic and commercial transport work, including standard removals, single-item moves, furniture collection, delivery support, and associated carrying services. In these terms, "we", "us" and "our" refer to the service provider, and "you" or "the customer" refers to the person or business making the booking or authorising the work.
These terms are intended to be read carefully before a booking is confirmed. They cover the booking process, payment obligations, cancellations and rescheduling, liability limits, waste handling rules, and the legal framework that governs the agreement. If any provision is unclear, the customer should request clarification before confirming the job. Once the booking has been accepted and the service begins, these terms become part of the contract between the customer and Holland Park Man And Van.
We reserve the right to update these terms from time to time. Any updated version will apply to future bookings and, where relevant, to ongoing work if the change is required by law or is reasonable in the circumstances. The version in force at the time of booking will normally apply to that booking unless a mandatory legal change states otherwise.
Booking Process
Bookings may be made by the customer through an approved quotation, booking form, email confirmation, or other written or recorded method accepted by us. A booking is not guaranteed until it has been accepted by us and all required details have been provided. The customer must ensure that the information supplied is accurate, complete and up to date. This includes the pickup and delivery locations, the nature and quantity of items, access restrictions, parking issues, floor levels, and any requirement for additional labour or specialist handling.
For the purposes of planning, the customer must disclose any item that is unusually heavy, fragile, valuable, oversized or difficult to move. This includes but is not limited to pianos, antique items, glass furniture, appliances requiring disconnection, and objects that may need dismantling before movement. If such items are not disclosed in advance, we may refuse to carry them, apply additional charges, or adjust the service if the work can still be completed safely.
All booking times are estimated arrival windows unless expressly stated otherwise. Traffic, weather, loading delays, access problems or prior job overrun may affect timing. While we aim to be punctual, we do not guarantee exact arrival times. The customer must make suitable arrangements for access, lift use, permits, keys, or the presence of any third party needed to release or receive goods. If we are unable to complete the service because information supplied by the customer was inaccurate or incomplete, the customer may still be charged for time spent and costs reasonably incurred.
Payments and Charges
Prices are normally based on the quotation provided, which may reflect labour time, vehicle use, mileage, waiting time, congestion or access conditions, and any agreed extras. Unless stated otherwise, quotations are valid for a limited period and may be revised if the job details change. Additional charges may arise where the scope of work increases, the customer requests extra services, the site conditions differ materially from those described, or the move is delayed through no fault of our own.
Payment terms will be confirmed at the time of booking. In many cases, full payment is due on completion of the service, although deposits or partial advance payments may be required for larger or scheduled jobs. We accept payment methods that are stated at the time of booking. If payment is due on completion, the customer must settle the invoice immediately unless a different payment period has been agreed in writing. Late payment may lead to recovery action, and the customer may be liable for reasonable collection costs, interest, or administrative charges where permitted by law.
If the customer disputes any part of an invoice, the undisputed amount must still be paid by the due date. Any dispute must be raised promptly and supported by relevant details. We will review the matter in good faith, but a payment dispute does not entitle the customer to withhold all sums due unless required by law or agreed in writing. Promotional prices, discounts and estimates do not apply where the customer has materially changed the job after confirmation.
Cancellations, Rescheduling and Delays
The customer may cancel or reschedule a booking, but reasonable notice is required. The amount of notice expected depends on the nature and size of the job, the resources reserved, and whether specific arrangements have been made. Where a cancellation is made at short notice, we may charge a cancellation fee to reflect reserved vehicle time, labour allocation, and any costs already incurred. If a booking is cancelled after our team has arrived or has commenced travelling to the job, the customer may be charged in full or in part depending on the circumstances.
If we need to cancel or reschedule due to unforeseen operational issues, vehicle breakdown, severe weather, staff illness, safety concerns, or matters outside our reasonable control, we will notify the customer as soon as reasonably possible and seek an alternative time. We will not be responsible for indirect losses arising from any rescheduling, provided we act reasonably and without negligence. Delays caused by traffic, access restrictions, parking enforcement, or waiting for the customer or third parties are not our responsibility.
Where the customer is not present at the agreed time and the job cannot proceed, we may treat the booking as cancelled or charge waiting time at the applicable rate. If keys, access codes, permits, or authorisations are not available when needed, we are entitled to delay the job, charge for the time spent, or withdraw from the booking if completion becomes impractical or unsafe. Persistent failure by the customer to cooperate may be treated as a breach of contract.
Liability and Customer Responsibilities
We will take reasonable care when handling items and carrying out the service. However, the customer acknowledges that moving goods involves inherent risks, especially where items are heavy, fragile, poorly packed, or difficult to access. Our liability is limited to loss or damage caused by our proven negligence or wilful misconduct. We are not liable for damage that results from pre-existing defects, inadequate packing, defective assembly, unsuitable lifting points, or the customer’s own instructions where those instructions are followed in good faith.
The customer is responsible for ensuring that goods are properly packed, secured and labelled unless packaging has been separately agreed as part of the service. Valuable, fragile or irreplaceable items should be transported by the customer personally or declared in advance so that special precautions can be considered. We are not responsible for the contents of boxes or containers unless the damage was caused directly by our negligence. The customer should also protect floors, walls, doorways and staircases where they wish to avoid ordinary scuffing or wear that can occur during a move.
Where items are disassembled or reassembled as part of the service, we will use reasonable skill and care but do not guarantee perfect restoration to original condition if parts are worn, missing, mislabelled or poorly manufactured. Electronic items, appliances, and plumbing-related equipment should be disconnected and prepared by a qualified person unless we have expressly agreed otherwise. We are not responsible for loss caused by a customer failing to back up data, empty appliances, defrost equipment, or remove gas, water, or electrical connections in advance.
Insurance, Claims and Exclusions
Where applicable, we maintain insurance cover appropriate to the type of service provided. The existence of insurance does not expand our liability beyond these terms. Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the event. The customer should provide evidence of the items affected, the nature of the damage, and any supporting documentation requested to assess the claim fairly.
We will not be liable for indirect or consequential losses, including loss of profits, loss of business, missed opportunities, emotional distress, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If a claim is accepted, our liability may be limited to the reasonable repair cost, the value of the damaged item, or the relevant service charge, whichever is lower and appropriate in the circumstances.
If the customer wishes to make a claim, they should preserve the item and all packaging where possible and avoid unnecessary further use. Any item subject to a claim may need to be inspected before repair or disposal. We reserve the right to arrange our own inspection or request quotations before settling any claim.
Waste Regulations and Prohibited Items
Where the service includes removal of unwanted items or disposal support, the customer agrees to comply with all applicable UK waste laws and regulations. We may only carry or dispose of waste in accordance with legal requirements, including duty of care obligations. The customer must not ask us to dispose of controlled, hazardous, or illegal materials unless we have specifically agreed to do so and we are legally authorised to handle them. Examples may include asbestos, chemicals, paint, gas cylinders, clinical waste, solvents, batteries, fridges requiring specialist disposal, and electrical items requiring regulated processing.
The customer must accurately describe any waste, refuse, or unwanted goods before the booking. If items are misdescribed, contaminated, or found to contain prohibited material, we may refuse to carry them, leave them behind, or charge additional costs for dealing with the issue safely and lawfully. The customer remains responsible for any penalties, enforcement action, or costs arising from incorrect disclosure. We may also require the customer to provide evidence that waste is lawful to remove, particularly where ownership or origin is unclear.
When waste is removed as part of the service, title to that waste passes only if and when we lawfully accept it for disposal or transfer to an authorised facility. We may refuse any item that would breach our legal obligations, threaten safety, or compromise our licenses, insurance, or waste carrier compliance. The customer acknowledges that it is their responsibility to separate general waste, recyclable materials and prohibited items before the job begins unless a different arrangement has been agreed in writing.
Access, Health and Safety
The customer must ensure that the premises are reasonably accessible and safe for the work to be carried out. This includes providing clear routes, informing us of narrow stairways, low ceilings, fragile surfaces, restricted parking, lift limitations, and any security or safety requirements. If the property or access route presents a risk to people or property, we may suspend the service until the issue is resolved or adjust the method of work where reasonably practicable.
The customer must keep children, pets and bystanders away from the moving area unless their presence is necessary and safely managed. We may refuse to carry out work if we consider that conditions are unsafe, abusive, unlawful or likely to expose our team to injury or damage. We are entitled to stop work where there is a serious risk to health and safety. In such cases, the customer may still be charged for time spent and reasonable costs incurred.
Any instruction from the customer that would breach health and safety law, traffic law, parking regulations, or any other legal requirement will not be followed. Our team may make operational decisions necessary to complete the work safely, including the order of loading, the use of equipment, or the refusal to move certain items in a particular way. These decisions are made to protect the customer, our staff and the property involved.
Ownership, Authority and Third-Party Property
The customer confirms that they own the goods to be moved or are fully authorised by the owner to arrange the service. We are not responsible for disputes between landlords, tenants, family members, employers, employees or any other third party regarding authority to move, store or dispose of goods. If there is any doubt about ownership or authority, we may ask for written confirmation before proceeding.
Where the service involves collecting or delivering items for or from a third party, the customer remains responsible for the accuracy of the information provided and for ensuring that all parties are aware of the arrangements. Any delay, refusal, or limitation imposed by a third party is outside our control unless caused by our own conduct. We may rely on the instructions of the person who made the booking unless we receive written notice to the contrary before the work begins.
We may decline to transport goods that appear stolen, unlawfully obtained, improperly described, or likely to place us in breach of the law. If we reasonably suspect any unlawful purpose, we may terminate the booking immediately and, where appropriate, cooperate with lawful authorities.
General Terms and Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory law provides otherwise. If any part of these terms is found unenforceable, the remaining provisions will continue in full force and effect.
Failure by either party to enforce any right or provision does not constitute a waiver of that right or provision. Any variation to these terms must be agreed in writing by both parties unless we amend the terms lawfully under the process described above. Headings are included for convenience only and do not affect interpretation. References to the singular include the plural where appropriate, and references to one gender include all genders.
By using Holland Park Man And Van, the customer confirms that they have read, understood and accepted these terms. The aim is to keep every move efficient, transparent and legally compliant, while setting fair expectations for service standards, payments, risk allocation and lawful waste handling. These terms are intended to support a professional moving service that is practical, orderly and respectful of the customer’s property and legal obligations.