Hackney Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Hackney Man And Van provides removal, delivery, collection, transport, and related moving services in the UK. By making a booking, confirming a quote, or allowing work to begin, the customer agrees to these terms. These conditions are intended to be clear, fair, and practical, and they apply to all bookings unless agreed otherwise in writing.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “the customer” means the person, business, or organisation booking the service. The use of different variations of the name Hackney man and van, man and van Hackney, or Hackney van service refers to the same service provider for legal and administrative purposes. These terms cover local and long-distance work, domestic and commercial moves, item delivery, loading, unloading, and any additional services that form part of the agreed booking.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking. If an update is made after a quote has been accepted, the original agreed terms will continue to apply unless a change is required by law or is necessary for safety, compliance, or fraud prevention. Any conflict between these terms and a written service agreement will be resolved in favour of the written agreement to the extent of that conflict.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the details provided by the customer. A booking request should include accurate information about the collection and delivery points, the type and number of items, access restrictions, floor level, parking limitations, the need for helpers, and any fragile, heavy, or unusual goods. If any material detail is missing or incorrect, we may adjust the quote, alter the vehicle or team size, or refuse to proceed if the work cannot be completed safely or lawfully.

Quotes are usually based on the information supplied at the time of enquiry. Where the service is based on an estimate, the final price may change if the scope of work differs from the original description. For example, price adjustments may apply if there are more items than stated, extended waiting time, additional flights of stairs, long carries, restricted access, unplanned dismantling, or the need for specialist handling. The customer is responsible for ensuring that the booking details are complete and truthful.

When a booking is accepted, the customer will be told the agreed date, time window, service scope, and any conditions attached to the work. We may ask for confirmation in writing, by message, or by email, and that confirmation will form part of the agreement. If the customer is acting on behalf of another person or business, the person making the booking confirms that they have authority to do so and to accept these terms on behalf of the named customer.

Payments and Charges

Unless otherwise agreed, payment is due on completion of the service on the same day the work is carried out. We may require a deposit, advance payment, or full prepayment for certain bookings, including larger jobs, peak periods, or work involving special arrangements. Accepted payment methods may vary and will be communicated at the time of booking or invoicing. All charges are stated in pounds sterling unless otherwise agreed.

Our charges may include vehicle use, labour time, waiting time, congestion or parking-related costs, tolls, disposal fees where lawful, fuel surcharges if previously disclosed, and any agreed extras. If the job is delayed because the customer is not ready, gives incorrect access details, or fails to provide the necessary permissions, additional charges may apply. Time begins when the team arrives at the agreed location or when the vehicle is dispatched, depending on the pricing structure disclosed at booking.

Invoices must be paid in full by the due date shown. If payment is late, we may charge interest and reasonable recovery costs where permitted by law. We may also suspend further services, withhold delivery where lawful, or refuse future bookings until outstanding sums are settled. The customer remains responsible for all charges incurred under the booking, even if another person agreed to contribute to or reimburse those costs.

Cancellations, Rescheduling, and Waiting Time

The customer may cancel or reschedule a booking by giving reasonable notice. If a cancellation is made after the booking has been scheduled, we may retain some or all of any deposit, or charge a cancellation fee, where this reflects work already carried out, vehicle allocation, lost time, or other direct costs. The amount retained or charged will be reasonable and proportionate to the circumstances.

If the customer is not present, cannot be contacted, or fails to provide access within a reasonable period, we may treat the job as a late cancellation or no-show. In those cases, we may charge the full booked rate or a reasonable portion of it, together with any additional costs already incurred. If we need to wait because of access problems, congestion, or instructions from the customer, waiting time may be charged at the applicable rate disclosed in advance or, if none is disclosed, at a fair market rate.

We may reschedule or cancel a booking if there is a reason beyond our reasonable control, including severe weather, road closures, vehicle breakdown, staff illness, safety concerns, legal restrictions, or events that prevent us from carrying out the work properly. If we cancel for reasons within our control, we will offer a new date or refund any advance payment for the affected portion of the service, except where work has already been performed. Nothing in these terms affects rights that cannot legally be excluded.

Service Standards and Customer Responsibilities

The customer must ensure that items are properly packed, labelled where necessary, and ready for transport at the agreed time unless packing has been explicitly included in the booking. We are not responsible for poor packing by the customer, for pre-existing damage, or for damage caused by items being loose, unstable, improperly sealed, or unsuitable for transport. Customers should remove or secure loose parts, drain liquids where relevant, and disclose any item that may leak, break, or require special handling.

Where we are asked to dismantle, assemble, disconnect, reconnect, or move appliances, this will only be done if it is safe, lawful, and within the agreed scope. We are not electricians, plumbers, or gas engineers unless specifically and lawfully qualified to perform the relevant work, and we do not accept responsibility for specialist installation tasks outside our competence. The customer is responsible for arranging any required third-party disconnections or reconnections before or after the move.

Access and parking arrangements are the customer’s responsibility unless we have expressly agreed to assist. The customer must make reasonable efforts to secure access, parking permissions, permits, keys, lift access, or building authorisation. If access is delayed or impossible because these arrangements are not in place, we may charge for waiting time, aborted attendance, or an additional visit. If a property has narrow stairways, unsuitable lifts, or other restrictions, the customer must tell us before the booking is confirmed.

Liability and Insurance

We will take reasonable care in carrying out our services, but our liability is limited to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Subject to that, we are not liable for indirect loss, loss of profit, loss of business, loss of opportunity, or any consequential loss arising from the service.

Where we are liable for loss or damage to goods caused by our proven negligence, our liability will normally be limited to the reasonable repair cost, replacement value, or the declared value of the item, whichever is lower, unless a higher level of cover has been agreed in writing and paid for. Customers should ensure that any particularly valuable, rare, sentimental, or fragile items are declared in advance and, if necessary, insured separately. We recommend that the customer maintains adequate insurance for their own property.

Claims for damage or missing items must be raised as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. The customer should give us an opportunity to inspect the issue, and we may request evidence such as photographs, receipts, or inventories. We are not responsible for damage that results from unavoidable movement during normal transport, inherent defects, poor packing, pre-existing weakness, or failure by the customer to disclose special handling requirements.

Waste, Disposal, and Environmental Compliance

Where a booking includes removal of waste, unwanted items, or disposal loads, the customer must tell us in advance exactly what is to be removed. We only collect and dispose of waste in accordance with applicable UK waste regulations and only where lawful to do so. We may refuse any item that appears hazardous, contaminated, illegal, or unsuitable for lawful transport or disposal. The customer must not present prohibited waste without prior agreement.

If we are asked to dispose of waste on the customer’s behalf, the customer confirms that they have the legal right to transfer those items and that the waste is accurately described. Under waste duty-of-care principles, we may need to record details of the load, the type of waste, the source, and the destination. The customer agrees to provide truthful information and any paperwork reasonably required for lawful disposal. Additional charges may apply where special handling, licensed disposal, segregation, or recycling costs are incurred.

We may decline to take asbestos, chemicals, clinical waste, gas cylinders, oils, solvents, batteries, electrical items requiring special treatment, or any other item regulated by law unless we have expressly agreed in writing and are legally permitted to handle it. If prohibited items are concealed among other goods, the customer will remain responsible for any resulting costs, delays, penalties, or disposal obligations. We may also report unlawful waste requests where required by law.

Delays, Force Majeure, and Completion of Work

We will use reasonable efforts to attend and complete the booking within the agreed time frame, but times are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, road conditions, weather, vehicle failure, building access issues, or matters outside our control. We will try to keep the customer informed where practical, but we are not responsible for delays caused by circumstances beyond our reasonable control.

If a force majeure event prevents or materially delays performance, including extreme weather, fire, accident, public disturbance, strikes, government restrictions, or other unforeseen events, we may suspend, reschedule, or cancel the affected service without liability for indirect losses. Where partial performance has already been delivered, the customer will remain responsible for paying for that part of the service that was properly completed. Any refund, if due, will relate only to the unperformed portion of the booking.

Completion occurs when the agreed tasks have been carried out, or when we have made a reasonable attempt to perform them but were prevented by the customer, the property, or circumstances outside our control. If the customer asks for additional work not included in the original booking, we may agree to carry it out subject to an updated price and timing. Any such change may be confirmed verbally or in writing and will form part of the contract.

General Legal Terms

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. A failure or delay by us to enforce any right or provision will not operate as a waiver of that right. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless we agree otherwise in writing.

These terms, together with the accepted quote or written booking confirmation, form the entire agreement between the parties relating to the service. The customer acknowledges that they have read and understood the terms before the booking proceeds. Hackney man and van services are supplied on the basis of these conditions, and acceptance of the service indicates acceptance of the contract. Where a booking is made by a company or business, the person placing the order confirms they are authorised to bind that entity.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with the service or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. This final clause applies to all variations of the service name, including Hackney Man And Van, Hackney man and van, and related descriptions used in booking or invoicing documents.