Terms and Conditions

Introduction

These Terms and Conditions set out the basis on which Man and Van Star provides removals and transport services. They explain the responsibilities of both the company and the customer when booking and using services. By requesting or confirming a booking, customers acknowledge that they have read and agreed to these terms.

Man and Van Star operates as a professional removal company service area providing transportation, relocation, and related support services for homes, businesses, and individuals. These conditions apply to all services provided by the company unless otherwise agreed in writing.

The purpose of these terms is to ensure that services are delivered in a safe, organised, and transparent manner. Customers are encouraged to review this document carefully before confirming a booking.

Scope of Services

Man and Van Star provides a range of relocation services which may include house removals, furniture transport, office relocation, packing assistance, and related moving support. The exact scope of the service provided will depend on the details agreed at the time of booking.

All services are carried out based on the information provided by the customer regarding the type of property, the quantity of items being moved, and the access conditions at the pickup and delivery locations.

If significant differences are discovered between the information provided during booking and the actual requirements of the move, adjustments to the service or pricing may be necessary.

Booking Process

Customers may request a booking by providing details about their move. This typically includes the collection address, delivery address, type of property, approximate quantity of items, and preferred moving date.

Based on the information provided, Man and Van Star will prepare a quotation or estimated cost for the service. Quotations are prepared using the details supplied by the customer and may be adjusted if additional requirements are identified later.

A booking is considered confirmed once the company has accepted the request and any required deposit or payment arrangements have been agreed.

Customers are responsible for providing accurate information about the items to be transported. Failure to provide accurate details may affect the time required to complete the move or the suitability of the vehicle assigned.

Customer Responsibilities

Customers are responsible for ensuring that all items to be transported are ready for removal at the agreed time. This includes packing smaller belongings into suitable boxes where packing services have not been requested.

Items should be prepared in a manner that allows safe handling by the moving team. Fragile items should be packed securely to prevent damage during transport.

Customers are also responsible for ensuring that access to the property is available at the scheduled time. This includes providing access to lifts, stairways, and parking areas where necessary.

If access to the property is delayed or unavailable, the moving schedule may be affected and additional charges may apply.

Payments

Payment for services must be made according to the terms agreed at the time of booking. Payment arrangements may include deposits, full payment in advance, or payment upon completion depending on the nature of the job.

Accepted payment methods may include major debit or credit cards, online payment platforms, or bank transfers. The availability of specific payment methods may vary depending on the booking arrangement.

All payments must be made using authorised payment methods approved by Man and Van Star. Payment confirmation may be required before the service begins.

Failure to complete payment according to the agreed terms may result in delays or cancellation of the booking.

Cancellations and Rescheduling

Customers may cancel or reschedule a booking by notifying the company in advance. Cancellation policies may vary depending on the notice period provided and the nature of the booking.

If a cancellation occurs within a short period before the scheduled moving time, administrative or operational costs may have already been incurred. In such cases, cancellation charges may apply.

Where possible, customers are encouraged to notify the company as early as possible if they need to change their moving date. This allows the schedule to be adjusted and may help avoid cancellation fees.

Man and Van Star reserves the right to reschedule services in circumstances beyond its control, including extreme weather conditions, vehicle breakdowns, or other unforeseen operational disruptions.

Liability for Loss or Damage

Man and Van Star takes reasonable care when handling customer belongings. Items are loaded, transported, and unloaded using appropriate equipment and professional handling procedures.

Despite careful handling, the nature of removals work means that some risk may remain when transporting items. The company maintains appropriate insurance coverage designed to provide protection in the event of accidental damage.

Liability for loss or damage is limited to circumstances where the company is directly responsible through negligence or failure to exercise reasonable care.

Customers are encouraged to ensure that valuable or irreplaceable items are properly packed or transported personally if appropriate.

Items not packed securely by the customer may carry an increased risk of damage during transport.

Items Not Accepted for Transport

For safety and legal reasons, certain items cannot be transported as part of a removals service. These may include hazardous chemicals, flammable substances, explosive materials, or items that are illegal to possess or transport.

The company also reserves the right to refuse transport of items that pose a risk to the safety of staff, customers, or property.

Customers must inform the company if any unusual or specialised items are included in the move. Failure to disclose such items may result in refusal of transport or adjustments to the service.

Waste Handling and Environmental Regulations

Where removal services include disposal of unwanted items or property clearance tasks, Man and Van Star operates in accordance with applicable waste management regulations.

Waste materials collected during removals are handled responsibly and directed to authorised facilities where appropriate. The company aims to follow environmental practices that encourage recycling and responsible disposal of materials.

Customers must not include hazardous waste or materials that require specialised disposal unless prior arrangements have been made.

The company reserves the right to refuse removal of items that cannot be handled safely or legally under waste regulations.

Health and Safety

Health and safety considerations are an important part of delivering removals services. Staff members are trained in safe lifting techniques and the use of appropriate moving equipment.

Risk assessments may be carried out before or during the move to ensure that the work can be completed safely. This may include evaluating staircases, narrow hallways, or other access conditions.

If a situation presents a risk to the safety of staff or property, the company reserves the right to adjust the method of transport or decline to move certain items.

Delays and Unforeseen Circumstances

While every effort is made to complete moves according to the agreed schedule, certain circumstances beyond the company’s control may result in delays. These may include traffic conditions, weather events, vehicle issues, or restricted access to properties.

Man and Van Star will make reasonable efforts to communicate any delays and minimise disruption where possible.

The company cannot accept liability for delays caused by external factors that are outside its reasonable control.

Complaints and Dispute Resolution

If customers have concerns about the service provided, they are encouraged to raise the matter promptly so that it can be reviewed and addressed.

Man and Van Star aims to handle complaints fairly and professionally. Where appropriate, investigations may be carried out to determine the cause of the issue and identify possible solutions.

Maintaining open communication helps ensure that service concerns can be resolved efficiently.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising in connection with the services provided by Man and Van Star shall be subject to the jurisdiction of the courts of England and Wales.

The application of these laws ensures that service agreements are interpreted consistently within the relevant legal framework.

Changes to Terms and Conditions

Man and Van Star reserves the right to update or modify these Terms and Conditions when necessary. Updates may occur to reflect operational changes, legal requirements, or improvements to service procedures.

The most recent version of these terms will apply to all bookings made after the updated policy becomes effective.

Acceptance of Terms

By requesting, confirming, or using services provided by Man and Van Star, customers acknowledge that they have read and accepted these Terms and Conditions.

These terms are designed to ensure that removals services are delivered in a clear, responsible, and organised manner for the benefit of both customers and the company.

Terms and Conditions

Introduction
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.
OR
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.