Terms and Conditions for Waterloo Man And Van Services
These Terms and Conditions set out the basis on which Waterloo Man And Van provides removals, transport, loading, unloading, and related man and van services to customers in the UK. By making a booking, confirming a quotation, or allowing us to begin work, you agree to be bound by these terms. Please read them carefully before placing an order, as they explain the booking process, payment terms, cancellation rules, liability limits, waste handling requirements, and the law that applies to our services.
In these terms, references to “we”, “us”, and “our” mean Waterloo Man And Van. References to “you” and “your” mean the customer, the person making the booking, and, where relevant, any person acting on their behalf. These terms apply to all standard van and man services, single-item transport, domestic moves, business moves, furniture collection, and similar jobs unless we agree otherwise in writing.
A booking is only confirmed when we have accepted your request and provided confirmation in writing, by email, text message, or another recorded method. Any quotation provided before confirmation is based on the information you supply, including addresses, item lists, access conditions, parking restrictions, stairs, and any special handling needs. If the information changes, we may revise the quote or the booking accordingly.
Booking Process
To arrange a job with Waterloo Man And Van, you must provide accurate and complete information about the move or collection. This includes the collection and delivery addresses, preferred date and time, a description of items, and any details that may affect the time, vehicle size, number of workers, or equipment required. We rely on the information you provide when preparing a quotation and scheduling the service.
We may ask for photographs, an inventory list, or further clarification to ensure that the correct vehicle and staffing are allocated. If you fail to disclose important information, such as oversized items, narrow access, heavy objects, or additional floors without lift access, we may need to amend the booking, charge additional fees, or refuse to proceed if the work becomes unsafe or impractical.
Any time estimate, arrival window, or completion estimate is provided in good faith but is not guaranteed unless expressly stated in writing. Delays may occur due to traffic, weather, loading issues, parking restrictions, access problems, or earlier jobs overrunning. We will take reasonable steps to keep you informed where possible, but we are not liable for indirect losses caused by delay, unless required by law.
Payments and Charges
Payments must be made in accordance with the rate, method, and timing agreed at the point of booking or in the invoice issued afterwards. We may require a deposit, part payment, or full payment in advance for certain jobs, especially where vehicle time, labour, or materials need to be reserved. Unless we agree otherwise, the balance must be paid on completion of the service.
We accept payment methods as stated in your booking confirmation or invoice. If a card payment, bank transfer, or cash payment is agreed, you must ensure the full amount is available on the due date. Any bank charges, transfer fees, or currency conversion costs imposed by your payment provider remain your responsibility. Where a payment is declined or reversed, we may suspend further work until the outstanding amount is settled.
Additional charges may apply if the job differs from the original description. Examples include extra waiting time, unplanned stairs, extended carrying distances, parking charges, congestion or access fees, additional labour, dismantling or reassembly not previously agreed, or disposal of items not listed at booking. We will normally explain such charges where reasonably practicable, and continued use of the service after notification will be treated as acceptance of the revised cost.
Cancellations, Amendments, and Customer Responsibilities
You may cancel or amend a booking by notifying us as soon as possible. The closer the cancellation is to the scheduled date and time, the more likely it is that charges will apply because vehicles, staff, and time have been reserved. Unless a different arrangement is stated in writing, cancellations made at short notice may incur a fee that reflects our loss of the reserved slot and any costs already incurred.
If you wish to change the date, address, volume of items, or nature of the work, we may treat the change as a new quotation or revised booking. We are not obliged to accept amendments, particularly where vehicles or staff are unavailable. If a job is postponed or reduced in scope after confirmation, any deposit may be retained or applied against our loss, administration time, or unrecoverable costs, subject to applicable law.
You are responsible for ensuring that the items to be moved are ready at the agreed time, packed suitably, and accessible for collection. You must also ensure that parking arrangements, building access, permissions, and any required permits are in place unless we have explicitly agreed to arrange them. If we cannot complete the work because you have failed to prepare adequately, a call-out fee or waiting charge may apply.
Liability, Care of Goods, and Limitations
We will carry out our man and van service with reasonable care and skill. However, you acknowledge that moving goods involves practical risks, especially where items are fragile, poorly packed, heavy, awkward, or already damaged. You should ensure that all goods are packaged securely and marked where appropriate. We may refuse to move items that appear unsafe, unstable, or unsuitable for transport.
We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by unsuitable packing, insufficient protection, or items being loaded at your request against our advice. Where we agree to assist with loading, unloading, dismantling, or assembly, our responsibility is limited to exercising reasonable care. Any claim must be supported by evidence and reported as soon as reasonably possible after the issue is discovered.
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 be excluded under UK law. Subject to that, our total liability for loss or damage arising from any one booking will be limited to the amount paid for the relevant service, except where a higher limit is required by law or expressly agreed in writing.
We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, missed deadlines, or emotional distress, except where such liability cannot be excluded by law. If you ask us to transport items of high value, unusual value, or sentimental significance, you should arrange appropriate insurance in advance, as our standard service is not a specialist insured storage or courier service for such goods.
Waste Regulations and Disposal
Where our Waterloo Man And Van service includes disposal, clearance, or removal of unwanted items, you must make sure that the waste is accurately described and legally suitable for collection. We only handle waste in accordance with applicable UK waste legislation and duty-of-care requirements. You must not ask us to remove hazardous, prohibited, or incorrectly described waste unless we have specifically agreed to do so and are authorised to manage it lawfully.
You are responsible for confirming whether items are waste, reusable goods, or materials requiring specialist handling. Commonly restricted items may include asbestos, chemicals, oils, paint, solvents, gas cylinders, clinical waste, electrical items requiring special treatment, tyres, or other controlled materials. If prohibited or undeclared waste is presented, we may refuse collection, end the job, or charge for any additional compliance costs, delays, or disposal obligations caused by the incorrect description.
By booking a clearance or disposal job, you confirm that you have the legal right to dispose of the items and that they are not stolen, dangerous, or otherwise unlawful to handle. You also confirm that any information you provide about the source, nature, and quantity of waste is accurate. We may request further details or evidence before accepting certain items, and we may decline work if we believe legal compliance cannot be assured.
Service Standards, Access, and Delays
We aim to provide a professional Waterloo van and man service using suitable vehicles, equipment, and staff. The service may include lifting, carrying, loading, unloading, and careful placement of items where agreed. However, the final scope of work depends on the booking details and the practical conditions encountered on site. If the work requested differs materially from the booking description, we may need to pause the job and discuss revised terms.
You must ensure that the premises are safe and accessible. This includes making us aware of broken stairs, restricted entrances, low ceilings, narrow paths, inadequate lighting, or any other hazard that could affect the safety of the crew or your goods. We may refuse to continue if conditions are unsafe or if the work would require us to breach health and safety obligations or cause damage to property.
If we are delayed by events beyond our reasonable control, including severe weather, accidents, vehicle breakdown, road closures, strikes, acts of public authority, or other force majeure events, we will not be in breach of contract for the period affected by the event. We will use reasonable efforts to resume the service as soon as reasonably practicable, but we will not be responsible for losses caused by such unavoidable disruption.
Any goods left with us for transport must be clearly identified by you, and you should remove personal data, cash, confidential documents, and sensitive items before the job begins. We may decline to handle items that are prohibited by law, unsafe to transport, or beyond the practical capability of a standard man and van service. Where special handling, wrapping, or equipment is needed, this must be agreed in advance and may incur extra charges.
When we deliver items, you or an authorised representative must be available to receive them unless we have agreed a safe alternative in writing. If no one is available, we may leave items at the agreed location only if it is reasonable and safe to do so. If delivery cannot be completed, further waiting, re-delivery, or storage-related charges may apply. Any risk in the goods passes in accordance with the agreed service and applicable law.
If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. Our failure to enforce any right or provision on one occasion does not waive that right or provision for the future. Any variation to these terms must be agreed in writing by us to be effective. These terms represent the full agreement between you and Waterloo Man And Van in relation to the services booked.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are resident elsewhere in the UK, nothing in these terms affects any mandatory rights you may have under applicable consumer protection law.
Any dispute not resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law requires otherwise. By using our services, you agree that the legal relationship between you and Waterloo Man And Van is formed on this basis and that these terms apply to every confirmed booking unless we have expressly agreed a written variation.