Terms and Conditions
Holland Park Man and Van Service Terms and Conditions
These Terms and Conditions govern all man and van, removal, transport, delivery and related services provided by Holland Park Man and Van. By placing a booking, whether online, in writing or verbally, you agree that you have read, understood and accepted these Terms and Conditions in full.
These Terms and Conditions are intended to apply to domestic and commercial customers using our man and van services within our general service area and for journeys to and from other locations within the United Kingdom.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
1.1 "Company" means Holland Park Man and Van.
1.2 "Customer" or "you" means the individual, business or organisation booking the services of the Company.
1.3 "Services" means any man and van, removal, relocation, loading, unloading, packing, transportation or related services provided by the Company.
1.4 "Goods" means all items, furniture, personal effects, equipment or materials which are the subject of the Services.
1.5 "Booking" means a request for Services which has been accepted and confirmed by the Company.
1.6 "Service Area" means the general locality and surrounding districts in which the Company routinely operates, together with any additional locations agreed at the time of booking.
2. Booking Process
2.1 All bookings are subject to availability and to these Terms and Conditions. A booking is only confirmed when accepted by the Company and when you have received confirmation of the agreed date, time, location and pricing.
2.2 When making a booking you must provide accurate and complete information, including:
(a) full collection and delivery addresses;
(b) details of property access, such as floor level, lift access, parking restrictions and any access limitations;
(c) a clear description of the Goods to be moved, including approximate volume and any particularly heavy, fragile or valuable items;
(d) any special handling requirements; and
(e) the desired date and time for the Services.
2.3 The Company may request photographs, inventory lists or further information to assess the scope of work. Failure to disclose relevant information may result in additional charges, delays or the Services being refused on arrival.
2.4 The Customer must ensure that parking is arranged and legally available at both collection and delivery addresses. Any parking charges, permits, fines or penalties incurred as a result of insufficient parking arrangements will be the responsibility of the Customer.
2.5 The Company reserves the right to decline any booking at its absolute discretion.
3. Pricing and Quotations
3.1 Prices may be based on an hourly rate, a fixed price, or a combination of both, as confirmed at the time of booking.
3.2 Any quotation provided is based on the information supplied by the Customer and is valid only for the date or period stated. The Company reserves the right to adjust the price if:
(a) the information provided by the Customer is inaccurate or incomplete;
(b) the Services required change or are extended;
(c) there are delays outside the Company’s control, such as waiting time, restricted access or additional loading or unloading distances; or
(d) additional services are requested on the day, such as dismantling or reassembly.
3.3 Unless otherwise stated, prices do not include parking fees, congestion or emission charges, tolls, ferry costs, storage fees or any third-party charges. These will be payable by the Customer in addition to the quoted price.
4. Payments
4.1 The Company may require a deposit to secure your booking. The amount and due date of any deposit will be confirmed at the time of booking.
4.2 Unless agreed otherwise in writing, payment of any balance is due immediately upon completion of the Services on the day of the move.
4.3 The Company accepts payment by methods advised at the time of booking. The Customer is responsible for ensuring cleared funds are available when payment is due.
4.4 The Company reserves the right to refuse to commence or continue the Services if payment is not made in accordance with these Terms and Conditions.
4.5 If payment is not received when due, the Company may charge interest on the overdue amount at the statutory rate until payment is made in full, together with any reasonable costs incurred in recovering the debt.
5. Cancellations and Amendments
5.1 If you wish to cancel or amend a booking, you must notify the Company as soon as reasonably possible.
5.2 The following cancellation terms will normally apply:
(a) If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded or carried forward, subject to a reasonable administrative charge.
(b) If you cancel within 24 to 48 hours of the scheduled start time, the Company may retain all or part of the deposit and may charge a proportion of the estimated service cost.
(c) If you cancel within 24 hours of the scheduled start time, or fail to be available when the team arrives, the Company reserves the right to charge up to 100 percent of the estimated service cost.
5.3 Amendments to dates, times or scope of work are subject to availability and may result in revised pricing. If the Company cannot accommodate a requested change, the original booking will be treated as cancelled by the Customer and the cancellation terms above may apply.
5.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases the Company will endeavour to offer an alternative date or time but will not be liable for any indirect or consequential loss.
6. Customer Responsibilities
6.1 The Customer is responsible for:
(a) ensuring that all Goods are properly packed, protected and ready for transport, unless packing services have been expressly agreed;
(b) securing or removing any fixtures, fittings or appliances that require disconnection by a qualified person;
(c) being present, or ensuring an authorised adult representative is present, at collection and delivery addresses to provide access, instructions and confirmation of completion;
(d) checking that nothing has been left behind before the Company departs;
(e) complying with all applicable laws, regulations, parking rules and property rules at all locations.
6.2 The Customer must not request the Company to transport any items that are illegal, hazardous, explosive, corrosive, flammable, perishable or otherwise unsuitable, including but not limited to gas cylinders, fuel, chemicals, weapons, live animals, plants or unlawful goods.
7. Service Delivery and Delays
7.1 The Company will use reasonable efforts to arrive at the agreed time and to complete the Services within any estimated timescale. However, all times are estimates only and not guaranteed.
7.2 The Company will not be liable for delays caused by traffic, road closures, weather conditions, accidents, police checks, security procedures, incomplete Customer preparation, unavailable keys, waiting for access, or any other circumstances beyond the Company’s reasonable control.
7.3 If the Company’s vehicle is unable to access the collection or delivery address due to restrictions or obstructions, additional walking distances, carrying or shuttle services may incur extra charges.
8. Liability and Insurance
8.1 The Company will exercise reasonable care and skill in providing the Services. Liability for loss of or damage to Goods is limited as set out in this clause.
8.2 The Company’s liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable value per item or per job as determined by the Company’s insurance arrangements, unless otherwise agreed in writing before the Services commence.
8.3 The Company will not be liable for:
(a) loss or damage arising from inadequate or improper packing by the Customer;
(b) pre-existing defects, wear and tear, or inherent defects in Goods;
(c) damage to furniture or items that require dismantling or reassembly, where this work is not undertaken by the Company;
(d) minor cosmetic damage such as small scuffs or scratches that occur despite reasonable care;
(e) loss of or damage to cash, jewellery, watches, precious metals, artwork, antiques, important documents or other high-value items, unless the Company has agreed in writing to handle such items and the Customer has declared their value in advance;
(f) loss of profit, loss of use, business interruption or any indirect or consequential loss.
8.4 The Customer is encouraged to arrange adequate insurance for the Goods in transit and during handling. Any insurance cover provided by the Company, if applicable, will be subject to the terms, conditions and exclusions of the relevant policy.
8.5 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and in any event within 7 days of completion of the Services. The Customer must provide reasonable evidence of the loss or damage and allow the Company a reasonable opportunity to inspect and, where appropriate, remedy any damage.
9. Exclusions of Liability for Property and Access
9.1 The Customer must take reasonable steps to protect floors, walls, ceilings, doorways, lifts and communal areas at the collection and delivery addresses.
9.2 The Company will not be liable for damage to property where the Company has been requested to move items in a manner that, in its reasonable opinion, is unsafe or likely to cause damage, and the Customer insists on proceeding against advice.
9.3 The Company will not be responsible for damage that arises from the movement of Goods that are excessively large for the space available, such as narrow staircases, low ceilings or tight corners, where the Customer has requested that an attempt be made to move them.
10. Waste, Disposal and Environmental Regulations
10.1 The Company is a removal and transport service and does not operate as a general waste carrier unless clearly agreed in advance.
10.2 The Company will not remove or dispose of household, commercial or construction waste unless such services have been explicitly agreed and comply with relevant environmental and waste regulations.
10.3 The Customer must not request the Company to dispose of items by fly-tipping, illegal dumping or any other unlawful method. Any such request will be refused and may result in the termination of the Services.
10.4 Where disposal of certain items is agreed, the Customer is responsible for informing the Company of the nature of the materials. The Customer remains liable for any penalties, fines or costs that arise from incorrect or incomplete information about waste or prohibited materials.
10.5 The Company aims to handle unwanted items responsibly and, where possible, may suggest lawful and environmentally responsible disposal or recycling options.
11. Force Majeure
11.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from any cause that is beyond its reasonable control. Such causes include, but are not limited to, extreme weather, natural disaster, road closures, accidents, strikes, lockouts, industrial disputes, acts of terrorism, civil unrest, or the failure of any third-party service.
12. Complaints
12.1 If you are dissatisfied with any aspect of the Services, you should raise the issue with the team on the day if possible so that they have an opportunity to address your concerns.
12.2 If the issue cannot be resolved on the day, you should submit a written complaint to the Company as soon as reasonably practicable, providing full details of the booking, the issues experienced and any supporting evidence. The Company will investigate and respond within a reasonable time.
13. Data Protection and Privacy
13.1 The Company collects and uses personal data for the purpose of providing and administering the Services, handling payments, arranging bookings and complying with legal obligations.
13.2 Personal data will be handled in accordance with applicable data protection laws. The Company will take reasonable steps to keep such information secure and will not sell your personal data to third parties.
14. Variation of Terms
14.1 The Company 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 that booking.
14.2 Any variation to these Terms and Conditions requested by the Customer will only be valid if agreed in writing by an authorised representative of the Company.
15. Severability
15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be severed from the remaining provisions, which will continue to be valid and enforceable.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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, whether contractual or non-contractual.
By confirming a booking with Holland Park Man and Van, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
