Man And Van Brookgreen Terms and Conditions

These Terms and Conditions apply to all services provided by Man And Van Brookgreen and are designed to set out the basis on which work is accepted, scheduled, carried out, and completed. By making a booking, the customer agrees to these terms in full. Please read them carefully before confirming any service. For clarity, references to we, us, and our mean the service provider, and references to you and your mean the customer or any person acting on the customer’s behalf.

These terms cover the booking process, payments, cancellations, liability, waste handling obligations, and the law that applies to the agreement. They are intended for private and business customers using a man and van service, a Brookgreen removals service, or any related transport, loading, unloading, collection, or disposal work. Nothing in these terms affects any rights that cannot legally be excluded.

We may update these terms from time to time. The version in force at the time of booking will apply to that booking unless a different written agreement has been made. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue in full force.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. A booking request may be made by telephone, email, online form, or any other method we choose to offer. The customer must provide accurate information about the job, including the pickup and delivery locations, access conditions, item descriptions, estimated volume, dates, and any special requirements. Where relevant, the customer must also tell us whether the job involves fragile goods, heavy items, restricted access, stairs, long carries, parking limitations, or waste that may need special handling.

A quotation or estimate is based on the information supplied at the time of enquiry. If the details change, the price, vehicle size, number of staff, or completion time may need to be revised. A quotation is not a guaranteed fixed price unless we have expressly confirmed it in writing as fixed. We may refuse or cancel a booking if the information provided is incomplete, misleading, or materially different from the actual job conditions.

We will normally confirm the booking only after agreeing the date, time, scope of work, and expected charges. It is the customer’s responsibility to ensure that the booking details are correct. If the customer is booking on behalf of another person, the customer confirms that they are authorised to do so and that both the customer and the end user accept these terms. For any Brookgreen man and van hire arrangement, access must be suitable for the planned vehicle and safe loading conditions must be available.

2. Services and Customer Responsibilities

We provide transport and related labour services only to the extent agreed at the time of booking. The service may include loading, unloading, dismantling or reassembly where expressly arranged, but we are not obliged to provide any task not included in the booking. The customer must ensure that all items are ready for collection at the agreed time and that the pickup and delivery locations are accessible. Delays caused by missing keys, incorrect addresses, parking obstruction, poor access, or absent persons may result in additional charges.

The customer is responsible for ensuring that all goods are packed appropriately, unless we have specifically agreed to pack them. Items should be secured and suitable for transport. We are not responsible for pre-existing damage, poor packing, unsuitable packaging, or concealed defects in any item. The customer must remove or secure any loose parts, close drawers and doors, and tell us about items requiring special handling before work begins.

The customer must not ask us to carry anything illegal, hazardous, prohibited, or unsafe. If our team reasonably believes a load is unsafe, unlawful, or outside the agreed scope, we may refuse to handle it. We may also pause work where weather, access, or site conditions create a risk to people, property, or vehicles. In such cases, any additional time, return visit, or rearrangement may be charged separately.

For removals and collections, the customer must make sure that all items to be moved are clearly identified. If there is more than one pickup or delivery point, this must be stated at the time of booking. We may charge extra for additional stops, waiting time, stair carries, long carries, disassembly, reassembly, or the handling of heavy or awkward items. Our teams act on the instructions given by the customer or an authorised representative on site.

If the service includes waste removal, the customer confirms that the waste belongs to them or that they are otherwise legally entitled to arrange its removal. The customer must tell us whether the waste includes electrical items, furniture, construction debris, confidential materials, or anything that requires special treatment. We may ask for evidence of ownership or origin where required by law or where the circumstances justify it.

Any estimate of time is provided in good faith, but completion times are approximate only. Traffic, weather, access, loading conditions, and unforeseen delays may affect timing. We will use reasonable care and skill, but no guarantee is given that the service will be completed by a specific time unless this has been expressly agreed in writing.

3. Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless agreed otherwise, payment is due on completion of the service or before unloading, depending on the type of job and the payment policy in place for that booking. We may require a deposit, advance payment, or card authorisation to secure the booking, particularly for larger jobs, weekend work, or short-notice appointments.

All prices are quoted in pounds sterling and may include VAT where applicable. If the job changes on the day due to additional items, extra labour, waiting time, or changes in access, the final price may be adjusted fairly to reflect the work carried out. Any surcharge, if applicable, will be explained as soon as reasonably possible. Failure to pay on time may result in suspension of future services, recovery action, and reasonable collection costs where permitted by law.

Where payment is made by bank transfer, card, cash, or another accepted method, the customer must ensure that funds clear in full. Any chargeback, reversed payment, or failed transaction may be treated as non-payment. We may retain goods or suspend unloading, to the extent permitted by law, until payment has been made in full for the agreed service.

4. Cancellations and Changes

The customer may cancel or rearrange a booking by giving reasonable notice. Cancellation terms may depend on the notice period, the type of work, and whether staff, vehicles, permits, or subcontractors have already been committed. If the customer cancels at short notice, we may charge a cancellation fee that reflects our losses and costs already incurred. Any deposit may be retained, in whole or in part, where this is reasonable and lawful.

If we need to cancel or change a booking, we will try to notify the customer as soon as reasonably possible and may offer an alternative time or date. We are not responsible for delay or cancellation caused by events outside our reasonable control, including severe weather, accidents, breakdown, traffic disruption, strikes, or access restrictions. In such cases, our liability will be limited as set out in these terms and in applicable law.

If the customer is not present at the agreed time, does not provide access, or is unable to proceed with the job, we may treat the booking as cancelled on arrival or as a failed call-out. In those circumstances, a reasonable charge may apply for vehicle dispatch, staff time, waiting, or attempted completion. Changes requested after arrival are accepted at our discretion and may affect price and completion time.

5. Liability and Damage

We will take reasonable care when handling goods and working on site. However, our liability is limited to losses caused by our proven negligence or breach of contract, subject always to applicable law. We do not accept liability for ordinary wear and tear, existing defects, minor cosmetic marks, or damage caused by unsuitable packing, unstable stacking, or inaccurate instructions from the customer.

Where we move furniture or goods through tight spaces, it is the customer’s responsibility to identify items that may be vulnerable to damage and to protect floors, walls, and fixtures where necessary. If requested, we may take reasonable precautions, but the customer remains responsible for the suitability of the premises and for informing us of any special risks. We are not liable for indirect or consequential losses such as loss of profit, loss of business, missed appointments, or inconvenience, except where such exclusion is not allowed by law.

If any item is damaged while in our care, the customer must notify us as soon as reasonably possible and provide evidence of the issue. We may request photographs, purchase information, or a description of the item and the circumstances. Our decision on claims will be based on reasonable investigation. If liability is established, our remedy may be limited to repair, replacement, or a monetary amount reflecting the item’s proven value and the nature of the loss.

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 lawfully be excluded. Customers must ensure that pets, children, and other vulnerable persons are kept away from the working area while loading or unloading takes place. We may refuse to continue if we believe the site is unsafe.

We are not responsible for loss or damage to items that the customer insists on moving despite our advice against it, or for any goods left unattended after delivery. The customer should check all items against their own inventory before the job is completed. Once delivery has been made to the agreed location and the customer or their representative has accepted the goods, responsibility passes to the customer except where law states otherwise.

If we arrange third-party services, such as storage, specialist disposal, or subcontracted lifting, we are not responsible for the acts or omissions of that third party unless we are legally liable for their work. Any separate terms provided by a third party may apply in addition to these terms.

6. Waste Regulations and Disposal

Where the service involves waste collection, the customer agrees to comply with all applicable UK waste laws and environmental requirements. Waste must be described accurately at the time of booking. We may decline to collect any material that is hazardous, infectious, restricted, improperly packaged, or otherwise unsuitable for lawful removal. The customer must not include waste that requires a specialist licence or separate disposal arrangement unless we have expressly agreed to handle it.

We operate in accordance with relevant waste carrier and duty-of-care obligations where applicable. The customer must not present waste as ordinary household or commercial waste if it contains prohibited materials or requires special documentation. We may ask the customer to confirm the nature and origin of the waste before collection. If a load contains mixed waste, we may separate charges based on type, volume, handling requirements, and disposal cost.

Where required, the customer must cooperate with waste transfer documentation, proof of origin, or other lawful record-keeping. The customer remains responsible for the legality of the waste they present for collection. If the customer asks us to remove items that are found to be contaminated, hazardous, or not as described, we may refuse the load, charge additional costs, or report the matter where required by law. Any illegal dumping, fly-tipping, or misrepresentation of waste will not be tolerated.

7. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. If a customer is based elsewhere in the United Kingdom, the applicable legal framework will be determined in accordance with the relevant jurisdictional rules, but the service contract itself will be interpreted under English law unless otherwise agreed in writing.

Any dispute should first be raised in a reasonable and timely manner so that the matter may be reviewed and, where appropriate, resolved amicably. If a dispute cannot be resolved informally, either party may seek the appropriate legal remedy. Nothing in these terms prevents either party from relying on mandatory consumer rights, statutory protections, or any rights under applicable contract law.

The headings in these terms are for convenience only and do not affect interpretation. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. By proceeding with a booking for Man And Van Brookgreen, the customer confirms that they have read, understood, and agreed to these terms.