Terms and Conditions for Man With Van Rush Green

These Terms and Conditions set out the basis on which Man With Van Rush Green provides removal, transport, loading, unloading, delivery, and related moving services to customers within the United Kingdom. By making a booking, the customer agrees to be bound by these terms. These terms are designed to create clarity about the booking process, payment arrangements, cancellation rules, liability limits, waste handling, and the law that applies to the agreement. They should be read carefully before any service is confirmed.

The term “customer” means the person, company, or organisation requesting the service. The term “service” means any van-based transport, man and van assistance, furniture moving, collection, delivery, loading, unloading, or disposal-related support agreed in writing or verbally and later confirmed. References to Man With Van Rush Green, we, us, or our mean the service provider. These terms apply to every booking unless we agree otherwise in writing.

By requesting a quote or placing a booking, the customer confirms that they have read, understood, and accepted these terms. If the customer is arranging the service on behalf of another person or business, that customer is responsible for ensuring that all relevant parties are aware of and accept the applicable terms. Any special requirements must be disclosed before the job begins so that the service can be planned properly and safely.

Booking Process

Bookings may be made through agreed communication channels and are only considered confirmed when the details of the job have been accepted by us. A booking should include accurate information about the collection and delivery locations, the items to be moved, access conditions, the preferred date and time, parking restrictions, floor levels, and any special handling requirements. We rely on the information supplied by the customer when preparing the quotation and assigning the appropriate vehicle, equipment, and personnel.

We reserve the right to amend a quote or decline a booking if the information provided is incomplete, inaccurate, or materially different from the actual conditions on the day of service. If the job requires additional labour, waiting time, additional stops, stair carries, dismantling, reassembly, long carry distances, or larger vehicle capacity than originally stated, extra charges may apply. Any such changes will be discussed where reasonably possible before the work continues.

Service Scope and Customer Responsibilities

The customer must ensure that all items are ready for collection at the agreed time and that access is safe and lawful. This includes arranging parking where necessary, obtaining permission for access if the property is managed by a third party, and ensuring that doors, lifts, corridors, and other routes can be used safely. Where the customer or another person asks our team to move items that are heavy, awkward, fragile, or potentially hazardous, the customer must disclose this in advance.

The customer is responsible for securing loose items, emptying fridges and freezers if needed, disconnecting appliances where required, and removing any personal valuables or confidential materials before the service begins. Unless otherwise agreed, we do not pack items, and we do not inspect the contents of boxes. We therefore accept no responsibility for damage caused by poor packing, overfilled containers, or prohibited items concealed within cartons or bags.

We may refuse to move any item that we believe is unsafe, illegal, unreasonably hazardous, contaminated, or likely to cause damage to persons or property. This includes items that exceed safe weight limits, items that are improperly prepared, or goods that are not suitable for transport in the vehicle allocated. If an item is refused for safety reasons, the customer will remain responsible for any charges already incurred up to that point.

Payments

Unless otherwise agreed, charges are based on the quotation provided and may depend on time, vehicle size, manpower, waiting time, mileage, and the complexity of the work. Any estimate given before the job begins is based on the information available at that time and may not be a fixed price unless expressly stated. Additional charges may be applied where the actual service exceeds the original scope.

Payment terms will be confirmed at the time of booking or before the service begins. We may require a deposit or full advance payment for certain jobs, especially for larger bookings, out-of-hours work, or services involving disposal, storage transfers, or multiple addresses. Where payment is due on completion, it must be made immediately unless an alternative arrangement has been approved in writing. We may accept payment by bank transfer, card, or another agreed method. Any bank charges or transfer fees imposed by the customer’s payment method are the customer’s responsibility.

Late payment may result in administrative charges, suspension of future services, and recovery action where permitted by law. If a customer disputes an invoice, the undisputed portion remains payable on time. We reserve the right to retain goods only to the extent permitted by law and only where such retention is lawful and necessary for recovery of outstanding sums.

Cancellations and Rescheduling

A booking may be cancelled or rescheduled by the customer, but the amount refundable will depend on the timing of the cancellation and any costs already incurred. Where a cancellation is made with reasonable notice before the agreed time, we will usually refund any prepaid amount after deducting unavoidable expenses and any non-recoverable charges. If the cancellation occurs close to the scheduled arrival time or after the team has been dispatched, a cancellation fee may apply.

We may cancel, postpone, or reschedule a booking if there is a safety issue, adverse weather, vehicle breakdown, staff illness, incomplete information, non-payment, or any event beyond our reasonable control. If we do so, we will make reasonable efforts to offer a new date or suitable alternative arrangement. We are not liable for indirect loss arising from cancellation or rescheduling where the cause is outside our reasonable control.

If access is blocked, the customer is absent, the required items are not ready, or the job cannot proceed due to circumstances attributable to the customer, we may treat this as a late cancellation or aborted call-out. In that situation, the customer may be charged for the time, labour, fuel, and any other costs reasonably incurred. Repeated changes to the booking may also result in revised pricing or refusal of future bookings.

Liability

We will take reasonable care when handling property and carrying out the service. However, the customer acknowledges that moving services involve practical risks, especially where items are heavy, old, fragile, poorly packed, or already damaged. We are not responsible for pre-existing defects, wear and tear, hidden weaknesses, or damage that arises because the item was unsuitable for transport in its condition at the time of collection.

Our liability for loss or damage is limited to direct loss only and, where permitted by law, will not include loss of profit, loss of business, loss of opportunity, emotional distress, or indirect or consequential loss. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If a claim is made, the customer must notify us as soon as reasonably possible and provide evidence of the issue and the circumstances in which it occurred.

Where damage is alleged, we may inspect the item, request photographs, and consider any available evidence before deciding whether the claim is valid. If we are found liable, our responsibility may be limited to repair, replacement, or a reasonable cash adjustment, taking account of the item’s age, condition, and depreciation. Customers are encouraged to arrange their own appropriate insurance for high-value goods, antiques, artwork, electronics, and sentimental items.

Insurance, Access, and Delays

We maintain insurance cover appropriate to the nature of the services provided, but this does not replace the customer’s own responsibility to insure goods where they consider it necessary. Insurance cover may be subject to exclusions, conditions, or limitations. Any claim must be handled in accordance with the insurer’s requirements and our internal claims process. The existence of insurance does not mean that every loss is automatically covered.

If delays occur because of traffic, weather, congestion, parking restrictions, route changes, or circumstances outside our control, we will take reasonable steps to minimise disruption. Arrival times are estimates unless a guaranteed time has been expressly agreed in writing. We are not liable for costs caused by delays unless those delays result directly from our own proven negligence. The customer should allow sufficient flexibility when arranging related trades, building access, or onward travel.

Where the customer requests work in restricted access locations, multi-storey premises, or areas with parking or loading limitations, the customer must ensure all required permissions and arrangements are in place before the service begins. If additional time is spent due to access issues, waiting for instructions, or obtaining permissions not previously disclosed, additional fees may be charged. Any delay caused by the customer may also affect completion times for the booking.

Waste Regulations and Disposal

If our service includes the removal, transport, or disposal of unwanted items, the customer must ensure that the waste to be collected has been accurately described. We may only transport or dispose of waste in accordance with applicable environmental and waste management laws in the United Kingdom. The customer must not ask us to remove hazardous waste, clinical waste, asbestos, chemicals, oils, pressurised containers, gas bottles, batteries, or other controlled materials unless such items have been expressly agreed and can be handled lawfully.

The customer remains responsible for declaring whether items are waste, reusable goods, or mixed loads. If we accept waste for disposal, we will do so only through lawful facilities and compliant procedures. We may request proof of origin, details of the waste type, or confirmation that the waste is not restricted. The customer warrants that any waste handed over to us is lawfully owned or lawfully authorised for transfer and that it does not contain concealed prohibited substances.

Where the service includes waste collection, the customer acknowledges that incorrect classification of materials may lead to refusal, delay, extra charges, or cancellation. We may refuse any load that appears unsafe, contaminated, or inconsistent with the information given. The customer agrees to indemnify us against losses, fines, penalties, or claims arising from false descriptions, illegal waste transfers, or breach of environmental regulations attributable to the customer’s instructions or omissions.

Prohibited and Restricted Items

Certain items may not be transported as part of the service unless specifically agreed in advance and legally permitted. These include, but are not limited to, live animals, firearms, ammunition, illegal substances, stolen goods, highly flammable materials, explosive materials, and items that require specialist certification or handling. We may also refuse items that are excessively valuable if suitable security arrangements have not been agreed.

The customer must not include personal documents, cash, jewellery, or irreplaceable items in ordinary removals unless they have taken full responsibility for them and disclosed their presence in advance. We are not responsible for the contents of sealed boxes or containers unless we have expressly agreed to pack or inventory them. If prohibited items are discovered, we may stop the service and report the matter to the relevant authority where required by law.

Any item that poses a risk to health, property, or the vehicle may be isolated, returned, or refused at our discretion. The customer will be charged for any work already completed and for any additional time or costs caused by the presence of restricted goods. These measures are intended to protect all parties and ensure the service is carried out lawfully and safely.

Complaints and Disputes

If the customer believes that the service has not been delivered in accordance with the agreed terms, they should raise the matter promptly so that we have an opportunity to review it. We may ask for supporting information, including photographs, written descriptions, job details, and proof of payment. Complaints should be made in good faith and with reasonable detail so that they can be assessed fairly.

We will aim to resolve disputes through discussion and practical resolution where possible. If a refund, repair, or adjustment is considered appropriate, any decision will be made based on the circumstances, the evidence available, and the limits set out in these terms. Nothing in this section prevents either party from seeking legal advice or pursuing rights available under UK law.

Changes to These Terms
We may update these Terms and Conditions from time to time to reflect changes in law, service methods, or business practice. The version in force at the time of booking will apply to that booking unless a different version is expressly agreed in writing. Customers are responsible for reviewing the terms before confirming new services.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction over any matter that cannot be resolved informally or by mutual agreement.

Nothing in these terms affects any statutory rights that the customer may have under applicable UK consumer law. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. The fact that we do not enforce a particular provision on one occasion does not mean that we waive the right to enforce it later.

By proceeding with a booking, the customer confirms that they have authority to enter into this agreement and that the information provided is accurate to the best of their knowledge. These terms represent the full understanding between the parties regarding the service and supersede any prior discussions or informal arrangements unless otherwise stated in writing.