Terms and Conditions

Waterloo Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Waterloo Man and Van provides removal and related services. By booking or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not proceed with a booking.

1. Definitions

In these Terms and Conditions:

Customer means the person, firm, or company requesting or using our services.

Services means any removal, delivery, loading, unloading, transportation, or related services provided by Waterloo Man and Van.

Vehicle means any van or other vehicle used by us to perform the Services.

Goods means all items, furniture, belongings, and materials which are the subject of the Services.

Work Order means the agreed booking details, including date, time, addresses, staffing levels, and any agreed special requirements.

2. Scope of Services

Waterloo Man and Van provides man and van removal services, including collection, loading, transportation, and delivery of Goods. Services may include local moves, small-scale removals, furniture transport, and related assistance, subject to pre-agreed terms in the Work Order.

We reserve the right to decline or discontinue any job if we reasonably believe it is unsafe, unlawful, or outside the agreed scope of the Services.

3. Booking Process

3.1 All bookings must be requested with sufficient details, including collection and delivery addresses, access conditions, approximate inventory, preferred dates and times, and any special handling requirements.

3.2 A booking is only confirmed when we have accepted your request and you have received confirmation from us. Indications of availability or quotations do not constitute a binding agreement until confirmed.

3.3 You are responsible for ensuring that all information provided at the time of booking is accurate and complete. This includes, but is not limited to, details of stairs, lifts, restricted access areas, parking limitations, and the size and nature of the Goods.

3.4 If the information you provide is incomplete or inaccurate, we may amend the price, adjust the Services, or, where necessary, cancel the booking or suspend performance. Additional charges may apply if the work required differs substantially from that described at the time of booking.

4. Quotations and Pricing

4.1 Quotations are based on the information supplied by you and are usually priced by time, staffing levels, distance, and complexity of the move.

4.2 Unless otherwise stated, quotations do not include packing materials, packing services, dismantling or reassembly of furniture, disconnection or reconnection of appliances, or removal of doors, windows, or fixtures.

4.3 We may revise a quotation or impose reasonable additional charges if:

a. the work is substantially more time-consuming or complex than originally described

b. access is significantly restricted, requires additional labour, or involves unusual risk

c. there are delays caused by you, your agents, or third parties which are beyond our reasonable control

d. additional services are requested or required on the day of the move.

4.4 All prices quoted are exclusive of any parking fees, congestion charges, tolls, or similar costs, which will be added to the final bill where applicable.

5. Payments and Charges

5.1 We may require a deposit or prepayment to secure your booking. The amount and due date of any deposit will be communicated at the time of booking.

5.2 Unless otherwise agreed in writing, payment of all charges is due at the completion of the Services on the day of the move. We accept payment by methods notified to you during the booking process.

5.3 Time-based jobs are charged from the agreed start time or the time of the Vehicle’s arrival, whichever is earlier, until the completion of the job or our departure from the final destination, subject to any minimum charge period.

5.4 If payment is not made when due, we reserve the right to charge interest on any overdue amount at a reasonable rate, as well as any costs incurred in recovering the debt.

5.5 In the case of account or business customers, payment terms may be agreed separately. If no separate terms are agreed, payment is due within 14 days of the invoice date.

6. Cancellations and Amendments

6.1 If you wish to cancel or amend a booking, you must notify us as soon as possible. The effective time of cancellation is when we confirm receipt of your notice.

6.2 We reserve the right to apply the following cancellation charges, based on the notice period prior to the scheduled start time:

a. more than 72 hours: no cancellation fee, and any deposit may be refunded or transferred, subject to our discretion

b. between 24 and 72 hours: up to 50 percent of the estimated job value or loss of deposit, whichever is greater

c. less than 24 hours or failure to be available: up to 100 percent of the estimated job value.

6.3 If you need to reschedule, we will use reasonable efforts to accommodate a new date and time. We may treat a rescheduling request made within 24 hours of the booked time as a cancellation and rebooking, and our cancellation terms may apply.

6.4 We may cancel or postpone the Services at any time in case of events outside our reasonable control, including severe weather, road closures, accidents, or illness, in which case we will endeavour to offer an alternative date or time. Our liability will be limited to any deposit or prepayment already made for the affected booking.

7. Customer Responsibilities

7.1 You must ensure that you or an authorised representative is present at both the collection and delivery addresses to direct the Services, confirm the Goods, and sign any relevant documentation.

7.2 You are responsible for:

a. proper packing and protection of Goods, unless we have expressly agreed to provide packing services

b. adequately labelling any fragile or high-value items and bringing them to our attention before loading

c. securing parking or permits where required and covering any related costs

d. ensuring that properties are accessible and safe for our staff and Vehicle.

7.3 You must not request us to transport any items that are illegal, dangerous, explosive, corrosive, highly flammable, perishable, or otherwise prohibited under applicable laws or regulations.

8. Access, Parking, and Delays

8.1 You must provide accurate information about access at both collection and delivery addresses, including any limitations on parking, low bridges or ceilings, narrow streets, or height, width, and weight restrictions.

8.2 If suitable parking is not available, or if we incur fines or penalties as a result of your failure to obtain necessary permissions, you will be responsible for these costs and any resulting delays.

8.3 While we will make reasonable efforts to arrive on time, all arrival and completion times are estimates. We are not liable for costs or losses arising from delays caused by traffic, road conditions, previous jobs, or other factors outside our reasonable control.

9. Handling of Goods

9.1 We will handle your Goods with reasonable care and skill. However, you acknowledge that minor scuffs, superficial marks, or wear may occur in the normal course of moving items, particularly large or heavy furniture and appliances.

9.2 We reserve the right to refuse to move any item that, in our reasonable opinion, is unsafe to handle, too heavy, inadequately packed, structurally unsound, or at high risk of damage to property or persons.

9.3 Certain items, including but not limited to flat-pack furniture, self-assembled goods, and items in poor condition, may not be suitable for transport when assembled. We accept no responsibility for damage to such items unless we have agreed in writing to dismantle, protect, and reassemble them.

10. Liability and Limitations

10.1 Our liability is limited as set out in this clause. You are encouraged to arrange your own insurance if you require broader coverage or higher limits.

10.2 We will not be liable for:

a. any loss or damage arising from inaccurate information or instructions supplied by you

b. loss or damage to Goods packed by you or by a third party

c. pre-existing defects or damage to Goods or property

d. normal wear and tear, minor scratches, scuffs, or dents that may reasonably occur

e. indirect or consequential loss, including loss of profit, income, or business opportunities.

10.3 Our total liability for loss of or damage to Goods, whether caused by negligence, breach of contract, or otherwise, shall not exceed a reasonable replacement value per item, subject to an overall cap proportional to the service fee paid for the specific booking.

10.4 We are not responsible for loss of or damage to the following items unless we have specifically agreed in writing to handle them and you have provided a detailed inventory and valuation:

a. jewellery, watches, precious metals, stones, or similar valuables

b. cash, credit cards, important documents, or financial instruments

c. artwork, antiques, or collectibles of exceptional value.

10.5 You must notify us in writing of any visible loss or damage to Goods or property as soon as reasonably practicable and in any event within 48 hours of completion of the Services. Failure to provide notice within this period may affect our ability to investigate and may limit our liability.

11. Waste and Disposal Regulations

11.1 Waterloo Man and Van is not a licensed waste carrier unless explicitly stated otherwise. We do not remove or dispose of household waste, construction debris, or hazardous materials except by prior written agreement and subject to applicable laws.

11.2 Where we agree to remove unwanted items or waste, you confirm that you have full authority to dispose of those items and that they do not include prohibited or hazardous materials.

11.3 Any items we agree to remove for disposal will be handled in accordance with relevant waste and environmental regulations. Additional charges may apply for disposal, recycling, or specialist handling.

11.4 We reserve the right to refuse to collect or carry any items which we reasonably believe may breach waste, environmental, or safety regulations, or which present a risk to our staff, Vehicle, or third parties.

12. Insurance

12.1 We maintain appropriate insurance policies for our Vehicles and basic public liability cover, in line with industry practice.

12.2 Our insurance cover is subject to exclusions, limitations, and conditions imposed by the insurer. It is your responsibility to obtain additional insurance if you require cover beyond what we are able to provide.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our Services, you should notify us as soon as possible so that we can try to resolve the issue informally.

13.2 In the event of a dispute, both parties agree to act in good faith and use reasonable efforts to reach a fair resolution before considering formal proceedings.

14. Force Majeure

14.1 We are not liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, road closures, accidents, labour disputes, breakdowns, or public emergencies.

15. Data Protection

15.1 We will process personal data provided by you only as necessary to manage bookings, provide Services, handle payments, and comply with legal obligations.

15.2 We will take reasonable steps to keep your data secure and will not share it with third parties except where required to deliver the Services, process payments, or comply with the law.

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 Both parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions or the Services provided.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by us in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.

17.3 We may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Services.

17.4 These Terms and Conditions, together with any Work Order or written agreement, constitute the entire agreement between you and Waterloo Man and Van in relation to the Services and supersede all prior discussions, correspondence, and understandings.