Terms and Conditions for Man With Van St Lukes

These Terms and Conditions set out the basis on which Man With Van St Lukes provides household, commercial and general transport services throughout the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear understanding of how the man with van service operates, what is included, and what is expected from both parties. These terms apply to all bookings, quotations, collections, deliveries, loading, unloading, waiting time, and associated handling services unless otherwise agreed in writing.

For the purposes of these conditions, “we”, “us” and “our” refer to the service provider, while “you” and “your” refer to the customer, whether acting as an individual, sole trader, partnership, company or other organisation. Any reference to a St Lukes man with van or man and van service should be understood as referring to the same service offering. If any part of these terms is found to be unenforceable, the remaining sections will continue to apply in full.

These terms are intended to be read alongside any written quotation, booking confirmation or service description provided at the time of booking. In the event of inconsistency, the booking confirmation or written agreement will take precedence over these general terms, provided that any variation has been explicitly accepted by both parties. No employee, contractor or representative may alter these conditions unless authorised in writing.

Booking Process

Bookings for the van and man service may be requested by telephone, email, online form or any other accepted communication method. A booking is not confirmed until we have reviewed the required details, issued a quotation or estimate where appropriate, and received your acceptance. We may request photographs, inventory details, access information, parking arrangements, floor levels, and any other relevant information needed to assess the work accurately.

It is your responsibility to provide complete and accurate information at the time of booking. This includes the collection and delivery addresses, dates, estimated item volume, special handling requirements, and any restrictions affecting access, such as narrow roads, permits, timed entry, lifts, stair access or weight limitations. If the information supplied is incomplete or inaccurate, we may revise the quotation, alter the service plan, or cancel the booking without liability for any resulting inconvenience.

Where a quotation is based on time, volume, weight, or labour estimates, it is provided on the assumption that the details supplied are correct and that the work can proceed under normal conditions. If the job materially differs from the description given, additional charges may apply. We reserve the right to refuse items that are unsafe, prohibited, overly heavy, badly packed, contaminated or otherwise unsuitable for transport under a standard man with van arrangement.

Payments

Unless otherwise agreed in writing, payment is due in full on completion of the service and before unloading is finalised, or at such earlier stage as may be stated in the quotation. We may require a deposit or advance payment to secure certain bookings, especially where vehicle allocation, waiting time, specialist handling or multiple personnel are involved. Accepted payment methods may vary and will be confirmed in advance.

All prices are stated in pounds sterling and may be quoted inclusive or exclusive of VAT depending on our tax status and the nature of the booking. Any applicable taxes, tolls, parking fees, congestion charges, permits, storage charges, waiting time, additional labour, extra mileage, fuel surcharges or disposal costs may be added where relevant and reasonably incurred. Unless otherwise stated, quotations are based on business hours and normal access conditions.

If payment is not made when due, we reserve the right to charge interest and recover reasonable costs associated with late payment and debt collection, to the extent permitted by UK law. We may also suspend future services, retain goods to the extent allowed by law, or cancel outstanding bookings. The customer remains responsible for payment even where third-party arrangements are in place, unless we have expressly agreed otherwise in writing.

Cancellations, Amendments and Delays

Bookings may be amended or cancelled by either party, but notice should be given as early as possible. If you wish to change the date, collection point, delivery point, volume of items, or service type, we will do our best to accommodate the change, but revised charges may apply. Any alteration that affects vehicle size, labour requirements or timing may require a new quotation.

If you cancel a confirmed booking, cancellation charges may apply depending on the amount of notice provided, the resources already committed, and any costs we have reasonably incurred. Where a deposit has been paid, it may be retained in whole or in part to cover administration, reserved capacity, and lost opportunity. If we arrive at the agreed time and cannot complete the job because access is unavailable, information is inaccurate, or the customer is absent, a failed attendance charge may apply.

We will make reasonable efforts to attend on time, but all timings are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, weather, road closures, vehicle issues, loading complications or events beyond our control. We are not responsible for losses caused by delay unless required by law or unless a fixed-time service has been specifically agreed and we have failed to act with reasonable care and skill.

Customer Responsibilities

You must ensure that all items are properly packed, clearly labelled where necessary, and suitable for transport unless we have agreed to pack or wrap items as part of the service. Fragile items, loose components, disassembled furniture, appliances containing fluids, and items of high value should be declared in advance. We may decline to move certain items if they are inadequately prepared or create a safety risk.

The customer is responsible for securing all permits, access permissions, parking arrangements and building approvals required for the job, unless we have expressly agreed to arrange them. You must also ensure that the property, vehicle access and loading area are safe and free from hazards. Any pets, children, bystanders or third parties should be kept clear of the working area to avoid injury or obstruction.

Where the service includes loading or unloading assistance, you must provide accurate instructions about the destination of items and any placement restrictions. If you ask us to move goods into lofts, basements, upper floors or other difficult locations, you accept that additional handling time, risk and cost may be involved. Any request to deviate from the original plan may be treated as a variation to the service.

Liability and Insurance

We will exercise reasonable care and skill in performing the service, but our liability is limited to the extent permitted under UK law. We are not liable for loss or damage arising from pre-existing defects, inadequate packing, normal wear and tear, inherent vice, unavoidable movement in transit, or the customer’s failure to give correct instructions. This applies whether the service is described as a man with van St Lukes booking, a removal support job, or a general delivery assignment.

We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, missed appointments, emotional distress, or wasted expenses, unless such liability cannot legally be excluded. Where our negligence causes proven direct loss or damage, our liability will normally be limited to the lower of the repair cost, replacement value, or the total amount paid for the specific service in question, subject to any insurance policy terms and applicable law.

Customers are encouraged to arrange appropriate insurance for goods of unusual value, rarity or sentimental importance. Any insurance we hold is intended to cover our legal responsibility only and does not provide blanket protection for all goods carried. Claims for damage, shortage or loss must be reported as soon as reasonably practicable and, in any event, within a reasonable time after completion of the service, with supporting evidence where available.

Waste Regulations and Disposal

If the booking includes the removal, transport or disposal of waste, all activity must comply with UK waste regulations and any relevant local authority rules. We may transport household waste, trade waste, bulky waste, recyclable material and similar items only where lawful and properly declared. The customer must accurately identify the nature of the waste before collection, including whether it contains electrical items, batteries, liquids, chemicals, paint, sharp objects, mattresses, or other controlled materials.

We will not knowingly collect, transport or dispose of hazardous waste, clinical waste, asbestos, gas cylinders, pressurised containers, prohibited substances or any item that requires specialist licensing unless such handling has been expressly arranged in advance and lawfully permitted. If items are discovered to be misdescribed, contaminated or unlawful to carry, we may refuse them, isolate them, or return them at the customer’s expense where permitted by law.

Where waste transfer documentation, duty of care records or other compliance paperwork is required, the customer must cooperate fully and provide accurate information. Any declaration that items are not waste, where they are in fact waste, may result in refusal of service, additional charges, or notification to the relevant authorities if necessary. The customer remains responsible for ensuring that all waste is lawfully presented for collection.

Access, Safety and Right to Refuse Service

We may refuse to start or continue any job if, in our reasonable opinion, the working conditions are unsafe, illegal, abusive or materially different from what was booked. This includes situations involving violence, threats, intoxication, unsafe lifting conditions, unstable items, infestation, severe weather, lack of access, or a failure to provide required equipment or permissions. In such cases, charges may still apply for attendance, time and resources already committed.

You must tell us about any items that are particularly heavy, awkward, valuable or require two-person handling, lifting aids or special loading methods. We may ask to inspect items before moving them and may decline to move anything that could endanger staff, damage property, or breach transport laws. Where necessary, we may pause the job to reassess safety or request additional help.

Any verbal abuse, discrimination, harassment or interference with our staff, vehicles or equipment may lead to immediate termination of the service. We also reserve the right to record notes of incidents for operational and legal purposes. If the job is terminated due to the customer’s conduct or failure to comply with these terms, no refund will be due for work already carried out.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under the laws of England and Wales. Where any consumer rights apply, these terms shall be interpreted in a manner consistent with those rights. The customer’s statutory rights are not affected by any provision in these conditions.

These Terms and Conditions, together with any accepted quotation or booking confirmation, form the entire agreement between the parties in relation to the service. If we choose not to enforce any right on one occasion, that does not mean we waive it for the future. Any notices, variations or approvals must be confirmed in writing unless the nature of the matter makes this impractical.

Governing Law
The contract between you and Man With Van St Lukes is governed by the laws of England and Wales. Any dispute, claim or matter arising from or connected with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law requires otherwise.