Man And Van Brookgreen Terms and Conditions
These Terms and Conditions apply to all bookings made with Man And Van Brookgreen for domestic, commercial, and general removal-related services. By placing a booking, the customer agrees to these terms in full. Please read them carefully before confirming any service. These terms are designed to make the moving process clear, fair, and efficient for both parties.
In these conditions, references to “we”, “us”, and “our” mean the service provider operating under the Man And Van Brookgreen name, and references to “you” or “the customer” mean the person, business, or organisation making the booking or receiving the service. Where a booking is made on behalf of another person, the person placing the booking confirms they have authority to do so.
These terms apply alongside any written quotation, invoice, booking confirmation, or service summary issued for the relevant job. If any specific written agreement states something different, that written agreement will take priority for that particular booking only. All other terms will continue to apply unless expressly varied in writing.
1. Booking Process
Bookings for Man And Van Brookgreen services are normally made by providing the details of the move or collection, including the property type, loading and delivery addresses, preferred dates, access restrictions, and any items requiring special handling. We may request photographs, item lists, or further information to assess the requirements and provide an accurate quotation.A booking is not confirmed until it has been accepted by us and, where requested, any deposit or advance payment has been received. A quotation is based on the information provided by the customer and assumes that all details are accurate and complete. If the actual job differs significantly from the information supplied, we may revise the price, the timing, or both.
We reserve the right to refuse a booking if the job is unsafe, unlawful, outside our service scope, or likely to require equipment, manpower, or licensing beyond what was quoted. Where a booking is accepted, we will confirm the agreed service date, estimated duration, and any specific conditions that apply. Customers should review confirmation details promptly and notify us of any errors as soon as possible.
2. Customer Responsibilities
The customer must ensure that the collection and delivery locations are accessible and safe for the vehicle and crew. This includes arranging any necessary parking permissions, providing access codes, keeping pathways clear, and advising us in advance of stairs, lifts, narrow entrances, or other obstacles that may affect the service. Delay caused by poor access may result in additional charges.The customer must also ensure that items are ready for loading at the agreed time, unless we have agreed a packing or dismantling service. Fragile, valuable, or dangerous items must be clearly identified. We may refuse to move items that are illegal, unsafe, contaminated, or unsuitable for transport. The customer remains responsible for checking that all items handed over are correct and that nothing is left behind unless otherwise agreed.
If the customer requests that we move, dismantle, or handle items that are heavy, awkward, or vulnerable to damage, they accept that some minor marks or surface wear may occur during normal handling. We will take reasonable care, but the customer should ensure that any high-value or delicate items are suitably protected and declared in advance.
3. Pricing and Payments
All prices are based on the quotation provided at the time of booking, unless an hourly rate or variable charge structure has been clearly stated. Unless otherwise agreed, quoted prices may take into account vehicle size, crew requirements, distance, waiting time, floor level, complexity of loading, and any special handling. Additional charges may apply for extra stops, delays, storage, congestion, parking fees, or work outside the original scope.Payment terms will be stated at the point of booking or on the invoice. We may require full payment in advance, a deposit, or payment on completion. Where payment is due on completion, it must be made immediately once the job is finished, using the approved payment method. We may suspend or refuse future services if previous invoices remain unpaid.
Late payments may incur interest and recovery costs where permitted by law. Any dispute over an invoice must be raised promptly and in any event before payment is withheld for unrelated reasons. For commercial customers, the person making the booking confirms that they have authority to commit the business to payment of the relevant charges.
4. Cancellations and Changes
The customer may request to cancel or change a booking, but cancellation fees may apply depending on the notice given and the resources already allocated. If a booking is cancelled at short notice, particularly where a vehicle and crew have already been reserved, we may charge a reasonable proportion of the agreed fee or retain any deposit paid, subject to applicable law.If the customer needs to reschedule, we will try to accommodate the change, but availability cannot be guaranteed. Rebooking may require a revised quotation if prices, timing, or service requirements have changed. Any change requested by the customer should be made as early as possible to avoid disruption and extra costs.
We may cancel or postpone a booking if circumstances beyond our control affect our ability to provide the service safely or lawfully, including severe weather, vehicle breakdown, staff illness, accidents, road closures, or regulatory issues. In such cases, we will seek to offer an alternative date or a refund of any amount paid for the affected service, where appropriate.
5. Service Delivery and Delays
We will use reasonable care and skill in performing the services described in the booking confirmation. However, all time estimates are approximate unless expressly guaranteed in writing. Delays may occur due to traffic, access problems, loading complexity, waiting for keys, or conditions at the premises. We are not liable for losses arising from reasonable delays outside our control.If the customer is not present at the agreed time and no alternative arrangement has been made, we may charge waiting time, a failed attendance fee, or both. If we are unable to complete the job because the customer or an authorised representative cannot provide access or necessary instructions, we may treat the booking as cancelled at short notice and charge accordingly. We are not responsible for missed deadlines caused by incomplete or inaccurate customer information.
Where the service includes multiple items, the order of loading, transport, and unloading may be determined by practical considerations and safety requirements. We may refuse to carry out any instruction that would put persons, property, or the vehicle at risk. Any request to complete work outside the original booking must be agreed by us before the additional work starts.
6. Liability and Damage
We accept responsibility for direct loss or damage caused by our negligence, subject to the limits and exclusions in these terms and any mandatory rights under UK law. Customers must report any apparent damage or missing items as soon as reasonably possible and, where practical, before the crew leaves the delivery address. Failure to report a problem promptly may make it harder to assess the circumstances.We are not liable for pre-existing damage, normal wear and tear, minor cosmetic marks, or damage arising from inadequate packaging, unsecured items, inherent weakness in the item, or instructions given by the customer against our advice. We are also not liable for indirect or consequential losses, including lost profits, missed appointments, business interruption, or emotional distress, except where such exclusion is not permitted by law.
Our total liability for any claim arising from a booking will be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. 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 legally be limited or excluded.
7. Waste, Disposal, and Regulatory Compliance
Where our service includes removal, disposal, or transport of waste, the customer confirms that the waste has been accurately described and is not hazardous unless expressly agreed. We will only handle waste in accordance with applicable UK waste legislation and licensing requirements. We may refuse to transport or dispose of items that are prohibited, unsafe, or not lawfully accepted at the relevant facility.The customer is responsible for telling us whether items are general waste, recyclable material, electrical equipment, furniture, construction debris, or any other special category. Incorrect description may lead to additional charges, refusal of service, or reclassification of the waste. Where required by law, we may ask the customer to confirm that they are the lawful owner or authorised disposer of the materials being removed.
We will not knowingly engage in fly-tipping, illegal dumping, or the disposal of controlled waste in breach of environmental law. If waste transfer documentation, receipts, or other records are required, these will be completed in accordance with the applicable rules. The customer agrees to provide accurate information for any waste-related paperwork and to cooperate with lawful compliance requests.
8. Insurance and Risk
We maintain insurance cover appropriate to the services we offer, but cover is subject to the policy terms, exclusions, and excesses in force at the time of the booking. The customer should arrange their own insurance for items of special value, sentimental importance, or unusual fragility. Any declaration of value must be made before the service begins.Risk in the items usually passes to the customer once the service is completed and the goods have been delivered to the agreed location, unless otherwise stated in writing. If the customer or their agent takes possession of the goods during loading, unloading, or intermediate handling, they assume the risk for any actions they direct or perform themselves. We are not responsible for items left unattended if the customer instructs us to do so.
If any loss or damage occurs, the customer must preserve the item and any packaging, and provide reasonable evidence to support the claim. We may inspect the item, request photographs, and seek further information before deciding whether any compensation is due. Any claim will be handled fairly and in accordance with applicable law and the evidence available.
9. Force Majeure
We are not in breach of these terms if we are prevented from performing, or delayed in performing, our obligations due to events outside our reasonable control. Such events may include extreme weather, fire, flood, industrial action, civil disturbance, road incidents, government action, public health restrictions, or failure of utilities or transport networks.Where a force majeure event occurs, we will make reasonable efforts to notify the customer and propose a revised arrangement if possible. Neither party will be liable for delay or failure caused directly by such events, provided reasonable steps are taken to reduce their impact. Any prepaid amounts may be refunded or carried forward at our discretion, subject to the circumstances and the law.
Nothing in this clause affects rights that cannot be excluded under law. If the situation continues for an unreasonable period, either party may be entitled to cancel the booking without penalty in relation to the affected portion of the service.
10. Complaints and Dispute Handling
If the customer is unhappy with any aspect of the service, they should raise the issue as soon as possible so that we can investigate and attempt to resolve it. We may ask for photographs, documents, or a written explanation to understand the concern properly. Prompt reporting helps us deal with issues fairly and efficiently.We aim to handle complaints in a reasonable and professional manner. If a remedy is appropriate, it may take the form of a correction, partial refund, or other suitable adjustment, depending on the circumstances. Any proposed remedy is offered without prejudice to the parties’ legal rights and does not constitute an admission of liability unless we state otherwise in writing.
If a dispute cannot be resolved informally, either party may pursue the matter through the courts of England and Wales, subject to any mandatory alternative dispute resolution process that may apply. These terms are intended to be read in a way that preserves lawful consumer rights and does not remove protections available under statute.
11. Governing Law
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 law of England and Wales. If the customer is a consumer, they may also benefit from any mandatory protections available under the law of their usual residence where required by applicable rules.Any court proceedings relating to a dispute under these terms shall be brought in the courts of England and Wales, unless mandatory law requires otherwise. If any provision is found to be unlawful, unenforceable, or invalid, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force.
These terms form the entire agreement between the parties in relation to the service booked, except for any additional written terms expressly agreed for the particular job. No failure or delay in enforcing a right will operate as a waiver of that right. A person who is not a party to these terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.