These Terms and Conditions set out the basis on which Man And A Van Swiss Cottage provides domestic and commercial transport, loading, unloading, and related removal services. By making a booking, the customer agrees to these terms in full. They are designed to make the service clear, fair, and efficient for both parties, while setting reasonable expectations about what is included, what is excluded, and how responsibilities are shared.

In these terms, references to “we”, “us”, and “our” mean the service provider operating the man and a van in Swiss Cottage area, and references to “you” or “the customer” mean the person, business, or organisation booking the service. These terms apply to every man and van Swiss Cottage booking unless we agree otherwise in writing.

We reserve the right to update these terms from time to time. Any changes will apply to future bookings and, where lawful and practical, to existing bookings where the customer is informed in advance. It is the customer’s responsibility to review the terms before confirming a booking, especially where the job involves fragile items, access restrictions, waste disposal, or timed delivery windows.

1. Booking Process

Bookings may be made by telephone, email, web form, or any other method we make available. A booking request does not guarantee availability until it has been accepted by us. We may ask for details such as collection and delivery addresses, item descriptions, floor levels, parking access, lift availability, time restrictions, and whether assistance with loading or unloading is required.

When you request a quote for a Swiss Cottage man and van service, the price offered will normally be based on the information provided at the time of enquiry. If the actual job differs materially from the description supplied, we may revise the quote, adjust the vehicle requirement, or refuse the job if it cannot be completed safely or lawfully. Examples include extra items, longer distances, restricted access, or significant waiting time.

A booking becomes confirmed only when we have issued confirmation, whether verbally or in writing, and any required deposit or prepayment has been received. The customer must check all booking details carefully, including dates, times, addresses, contact names, and item lists. Errors or omissions should be reported as soon as possible, as we cannot guarantee that last-minute changes will be possible.

2. Services Provided

Our service may include transport, labour for loading and unloading, furniture movement, local and long-distance delivery, single-item transport, and associated support services. The exact scope of work depends on the booking and the quote accepted by the customer. Unless expressly agreed, our Man And A Van Swiss Cottage service does not include disassembly, reassembly, specialist packing, or the handling of hazardous materials.

We will take reasonable care when handling goods, but the customer remains responsible for ensuring that all items are suitable for transport. This includes verifying that boxes are sealed correctly, appliances are disconnected safely, and delicate items are packed appropriately. We are not obliged to transport goods that are unsafe, unlawful, or likely to cause damage to other property, the vehicle, or persons.

If the customer asks for additional tasks during the job, such as extra stops, stair carries, dismantling, or unplanned waste removal, these may be accepted at our discretion and may result in additional charges. Any changes made once the service has started may also affect completion times. We will always aim to keep changes reasonable and transparent.

3. Payments and Pricing

Prices may be quoted as fixed fees, hourly rates, or a combination of both. Where pricing is based on time, the clock may start when the vehicle and crew arrive at the agreed collection point or at the time stated in the confirmation, whichever is later. Waiting time caused by the customer, poor access, lack of parking, or incomplete preparation may be chargeable.

Payment is due in accordance with the booking confirmation. We may require a deposit, partial advance payment, or full payment before the job begins. Unless otherwise agreed, outstanding balances must be paid immediately upon completion of the service. We accept payment by the methods we state at the time of booking. Any bank charges, card processing costs, or failed payment fees may be added where permitted by law.

Our quoted prices normally exclude congestion charges, parking charges, tolls, permits, congestion-related penalties caused by customer instructions, and other third-party costs unless specifically stated. If these costs arise during the job, the customer must reimburse them where they are properly incurred. We may also apply surcharges for out-of-hours work, urgent same-day requests, or access conditions requiring additional labour.

4. Cancellations, Rescheduling, and No-Shows

The customer may cancel or reschedule a booking by giving us notice as soon as possible. Cancellation charges may apply depending on how much notice is given, whether vehicle dispatch has started, and whether labour or transport resources have already been allocated. The closer the cancellation is to the agreed time, the more likely a fee will be charged to cover lost time and expenses.

If the customer is not available at the agreed collection point, or if access is not possible because the site is unattended, the booking may be treated as a no-show. In such cases, we may charge a call-out fee, waiting time, and any reasonable losses already incurred. If the customer asks us to wait beyond a reasonable period, we may do so at our discretion and may charge accordingly.

We may need to cancel or postpone a booking due to circumstances beyond our control, including severe traffic disruption, vehicle breakdown, weather, staff illness, unsafe access, or events that make the service impractical or unlawful. Where this happens, we will seek to offer an alternative time or refund any amounts paid for the cancelled portion, subject to the limits set out in these terms.

5. Customer Responsibilities

The customer must ensure that the goods to be moved are accurately described, properly packed, and ready at the agreed time unless we have agreed to pack them. The customer must also ensure that the collection and delivery locations are accessible and that any necessary permissions, keys, codes, parking arrangements, or building approvals are in place before the service begins.

For the avoidance of doubt, the customer is responsible for identifying any item that is fragile, high value, irreplaceable, heavy, or difficult to handle. Items such as pianos, antiques, artwork, glassware, IT equipment, and specialist appliances may require additional care or a different service arrangement. If we are not informed in advance, we cannot guarantee that the item will be suitable for standard man and van Swiss Cottage transport.

The customer must also be present, or have a nominated representative present, to make decisions during collection and delivery unless otherwise agreed. If the customer is not available and instructions are unclear, we may pause the job, store items temporarily, or make reasonable decisions based on the available information. Any extra costs arising from delay or storage will be payable by the customer.

6. Liability and Insurance

We will take reasonable care in handling your goods, but our liability is limited to losses or damage caused by our negligence, breach of contract, or other legal duty that cannot be excluded by law. We are not liable for damage that results from inadequate packing, pre-existing defects, hidden weaknesses, unsuitable containers, or the natural movement of goods during transport.

Where permitted by law, we shall not be responsible for indirect or consequential losses, including loss of profit, missed appointments, loss of business opportunity, or emotional distress. Our service is primarily a transport and labour service, not a storage or valuation service. The customer should therefore ensure that relevant insurance is in place for items of unusual value.

Any claim for loss or damage must be reported to us as soon as reasonably possible and, in any event, within a reasonable time after the service has ended. Photographic evidence, item descriptions, and proof of value may be requested. We may need the damaged item or packaging to inspect the claim. Failure to notify us promptly may affect our ability to investigate and may reduce or remove any remedy.

7. Waste Regulations and Disposal

If the booking includes the removal of unwanted items, the customer must clearly state whether those items are waste, reusable goods, or a mixture of both. Waste collections are subject to applicable UK environmental law and duty of care requirements. We will not accept any waste that is hazardous, contaminated, illegal, or otherwise unsuitable for lawful transport and disposal.

Items that count as controlled waste may require separate handling, and the customer must ensure that the waste is properly described. This includes, where relevant, electrical equipment, paint, solvents, gas bottles, sharp objects, fridges, freezers, batteries, plasterboard, tyres, and other restricted materials. We may refuse any item that we believe cannot be moved or disposed of safely and lawfully under the relevant waste regulations.

Where waste is taken away as part of the Man And A Van Swiss Cottage service, the customer authorises us to transport it to an appropriate transfer station, recycling facility, or disposal site as required. The customer remains responsible for ensuring that no prohibited materials are mixed with the waste unless this has been agreed in advance. We may charge additional fees for sorting, separate disposal, or documentary compliance.

8. Restrictions on Prohibited Items

Certain items may not be transported under our standard service. These include illegal goods, firearms, explosives, dangerous chemicals, asbestos, live animals, and any item that may endanger persons or property. We also reserve the right to refuse items that are excessively heavy, structurally unsound, leaky, contaminated, or likely to breach transport or waste rules.

If we suspect that an item has been misdescribed, we may inspect it before loading, refuse to carry it, or ask for written confirmation from the customer regarding its condition and contents. The customer will be responsible for any loss, penalty, fine, or expense arising from a false description or unlawful instruction. This applies even where the issue is discovered after the journey has begun.

We are not obliged to open sealed containers, handle confidential materials without instruction, or transport items that appear to infringe third-party rights. Where a refusal is made for legal, safety, or operational reasons, the booking charge may still apply if the service has already started or resources have been committed.

9. Delays, Access, and Force Majeure

Although we will make reasonable efforts to arrive on time, estimated arrival windows are not guarantees unless expressly stated otherwise. Delays may occur because of traffic, weather, road closures, loading difficulties, parking restrictions, or other events outside our control. We are not liable for minor delays that are reasonable in the circumstances.

If access is delayed by the customer, building management, or a third party, we may charge waiting time or additional labour. If the job cannot proceed because access is blocked, unsafe, or unlawful, we may end the booking and charge for the time and costs already incurred. The same principle applies where we are prevented from completing the service by events beyond our control.

Neither party will be responsible for failure or delay caused by force majeure events, including fire, flood, epidemic, war, industrial action, government restriction, or major transport disruption. In such cases, performance may be suspended for a reasonable period or cancelled if completion becomes impractical. Where possible, we will try to agree a new date without unreasonable delay.

10. Complaints and Dispute Handling

If you are unhappy with any aspect of the service, you should raise the matter promptly so that it can be reviewed. We may ask for relevant information, including photographs, booking references, and a description of the issue. Early communication helps us investigate effectively and, where appropriate, offer a fair resolution.

We aim to deal with disputes in a practical and proportionate way. Depending on the circumstances, a resolution may involve an explanation, a partial refund, a corrective visit, or no action if the complaint is unfounded. Nothing in these terms affects any rights you may have under consumer law that cannot be excluded or limited.

If a disagreement cannot be resolved informally, the parties should first attempt to settle it through good-faith negotiation. Formal legal proceedings should be a last resort. This approach helps keep matters efficient and avoids unnecessary cost where a reasonable solution can be reached.

11. 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 the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No waiver by us of any breach or default shall be interpreted as a waiver of any subsequent breach. The customer’s statutory rights remain unaffected by any provision in these terms.

By booking Man And A Van Swiss Cottage, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. We recommend that the customer keeps a copy for their records, especially where the booking involves multiple locations, waste removal, or time-sensitive transport arrangements.