Terms and Conditions

The following conditions describe the rights and responsibilities of all parties to this Agreement. The Customer will be referred to with ‘you’ and ‘your’, and to the Remover – with ‘we’, ‘us’, or ‘our’.  

1. Our quotation
1.1 Our quotation does not include insurance and does not foresee inspections, custom duties, or separate taxes.
1.2 We will apply circumstantial charges, leading to changes to the prices if the need arises. Such circumstances include:
1.2.1 Late or failed delivery of the service, additional services, delivery at places other than the ones specified in the order, and parking fees.
1.2.2 Late or failed delivery because of circumstances beyond our control (i.e. weather conditions).
1.2.3 Agreement to change our liability described in Clause 8.1.
1.3 A 20% V.A.T. rate will always be added to the final billing.
1.4 Unless otherwise agreed in writing, all costs are calculated with hourly rates in mind. Every service has a 2-hour charge minimum (1-hour for packing). If the time of the service exceeds the stated period, the cost will be increased with the same hourly rate. If it is less, you will be subjected to the minimum booking period.
1.4.1 Charges are applied starting with the arrival at the address until unloading at the end location.
1.4.2 Additional charges may appear due to travelling through Congestion charge zones and outside the M25. You will be informed in such cases.
1.4.3 Every service has a 2-hour booking period (or 3 hours for 3 movers) and to order a service we need your credit/debit card details and registered address. Payments are processed on completion.

2. Work not included in the quotation
2.1 We will not:
2.1.1 Disconnect, dismantle or assemble units, furniture, fitments, appliances and suchlike.
2.1.2 Make changes to floor or move items without lighting and safe access.
2.1.3 Store or move items listed in Clause 4.

3. Your responsibility
3.1 Your sole responsibility is to:
3.1.1 Declare in writing the total value of items you move or store with us. This is done in connection with clause 8.1 and 8.2 and our liability in case of established mismatch of value.
3.1.2 Insure anything given for removal or storage.
3.1.3 Obtain and possess all documents, permissions and others, pertinent to the removal’s completion.
3.1.4 Be (re)present(ed) during the delivery of service and ensure a written confirmation that the service has been delivered.
3.1.5 Provide a valid address or method of contact during delivery of service.
3.1.6 Provide full disclosure when requesting a quotation – type and number or items, type and number of rooms, floor (if flat), available parking details, size of storage you need (if storing), etc.
3.1.7 Provide parking (even for packing services) inside or near delivery address and accept potential extra costs if not provided, including any parking fines.
3.2 We accept liability for damaged or missing items only in the case of negligence on our part.

4. Goods we will not remove/store
4.1 The following items are considered custom, health and safety risks and we refuse to remove/store them – you will need separate transportation for them.
4.1.1 Stolen or prohibited items, firearms, explosive items, ammunition, pornographic material, or drugs.
4.1.2 Jewellery, trinkets, valuable stones, documents, money, collections, or items requiring separate documentation.
4.1.3 Perishable items and living creatures such as animals or plants.
4.2 If such goods are submitted without our knowledge, you are responsible for their collection and if that is not made within a reasonable period of time, we will apply for a court order for their disposal. You will be held responsible for the payment of any fees or charges in any such case.

5. Goods ownership
5.1 According to the Terms, you agree that:
5.1.1 The items subjected to our services are your property or you have legal authority over them given by the owner.
5.1.2 You are responsible for the payment of any costs we face in the case of 5.1.1 not being true.

6. Charges for postponing/cancelling the removal
6.1 You will be charged for the postponement or cancellation of this Agreement as follows:
6.1.1 Over 24 hours before the removal: No charge.
6.1.2 Under 24 hours before the removal: Up to 50% of the agreed charge.

7. Payment terms
7.1 Payment is required in advance.
7.2 No part of the price should be withheld.
7.3 In the case of an overdue sum, we will charge a daily interest at 4%.
7.4 Moves at an hourly rate are paid in full upon completion.
7.5 Man and Van Star accepts only cash and card payments.
Please note that you will be required to pay extra 2 % charge if you pay by credit card.
7.6 If you are not present or able to pay upon completion of service, Man and Van Star shall process the payment using the credit/debit card details you registered with on our website.
7.7 Revoked payments will be transferred to a third-party collection agency associated with us, with appropriate penalty fees.

8. Our liability for loss or damage
8.1 We have limited liability for loss or damage.
8.1.1 In case of breach of contract or negligence, we are not liable for the first £150 of any claim, and in relation to claims which exceeds this sum, we will pay the minimum sum for replacement or repair of an item, up to a maximum of £40 per item.
8.1.2 Upon receiving the items’ value and before the service, we may agree to increase liability. This is not considered insurance and you are advised to accept or organise actual insurance.
8.2 Regarding goods from outside the UK:
8.2.1 We accept liability for damage or loss
(a) coming from breach of contract or negligence while goods are in our physical possession or
(b) directly caused by our established failure to pack the goods while they are not in our physical possession.
Clauses 8.1.1 and 8.1.2 apply in both cases.
8.2.2 When engaging in international transportation, all terms and policies of the carrier apply.
8.2.3 Upon failed delivery, you may act against the carrier, and you may be liable for salvage charges and General Average contribution (such as cargo preservation). This is an insurable risk and it is up to you to make the necessary insurance cover.
8.2.4 We are not liable for damage or loss of goods in regard to Customs Authorities or other Government Agencies, unless there is a breach of contract/established negligence.
8.3 For the purposes of the Agreement, an item is considered to be:
8.3.1 The contents of any container you provide and
8.3.2 Anything else handled, moved, or stored by us.

9. Premise/property damage
9.1 Because of the frequent use of third-party contractors, we shall not be liable for damage to premise or property other than items for removal, whether out of negligence or under your strict instruction against our advice.

10. Exclusions of liability
10.1 We shall not be liable for any failed delivery, loss or damage under the following circumstances:
10.1.1 By unforeseeable and uncontrollable circumstances beyond our control such as fire, war, third-party actions, hostilities, terrorism, Act of God, and others.
10.1.2 By deterioration caused by wear and tear, cleaning, naturally or because of vermin infestation.
10.1.3 For items in wardrobes, cabinets, drawers and other containers neither packed, nor unpacked by us.
10.1.4 For mechanical or electrical derangement of items unless there is established proof of external damage caused by us.
10.1.5 For all the items listed in Clause 4.
10.1.6 For costs or damages which result indirectly from a failed delivery, loss or damage.
10.2 Our employees shall not be individually liable for any failed delivery, loss or damage under the terms of this Agreement.
10.3 Our liability will not exist once the items are handed to you.

11. Time limit for claims
11.1 You or your representative are obliged to identify in writing any failed delivery, loss or damage at the time of delivery.
11.2 Apart from clauses 8 through 10, we shall not be liable for loss or damage to items unless we are notified in writing for the loss or damage within seven days of delivery.
11.3 The time limit of notification may be extended if requested in writing within seven days of delivery.

12. Delays in transit
12.1 We estimate delivery time. We are not responsible for delays or losses caused by circumstances beyond our control.
12.2 If we are unable to deliver your items through no fault of ours, the items will be stored with us. The Agreement will still be fulfilled, and any additional costs for storage and delivery will be at your expense.
12.3 Man and Van Star reserves the right to refuse or cease a moving or packing process if a staff member is threatened or abused in any way.

13. Our claim on your goods (lien)
Due to the Agreement, we shall have authority and ownership over your items until the final payment is made. You are responsible for the payment of any storage costs while we have a claim on your items.

14. Disputes
In the case of any irresolvable dispute, it will be referred to an arbitrator appointed by the Chartered Institute of Arbitrators. The cost of such arbitration will be judged by the arbitrator.

15. Our right to subcontract the work
15.1 We reserve the right to subcontract parts or all of the services.
15.2 If we subcontract, the conditions of this Agreement will still apply.
15.3 We reserve the right to choose the route and method by which to carry out the job.

16. Applicable law
The law of the country in which the company has issued the contract is applicable to the entire contract.

17. Inventory of items or receipt
If we create an inventory of your items, upon delivery it will be considered as accurate unless you notify us otherwise within 10 days of the sending date.

18. Change of storage charges
In the case of change in storage charges, you will be notified within 3 months before any increases.

19. Our right to dispose of the items
If you default on your payments to us, or upon receiving the 3 months’ storage notice, you are required to collect your items and resolve all payments. We reserve the right to sell or dispose of any item upon failure to resolve all payments. If sold to cover your expenses, any surplus amount will be paid back to you without interest. If the full amount is not covered, we may seek to recover the remainder from you.

20. Termination
With all payments resolved, we will give you a 3 months’ notice in writing, but will not end the contract. If you desire termination of contract, you must give us 10 working days’ notice.