Richmond Man And Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Man And Van provides moving, transport and related collection services to customers in the UK. By making a booking, confirming an estimate, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear understanding of what is included in the service, what is excluded, and how both parties should act before, during and after the move.

For the purposes of these terms, references to “we”, “us” and “our” mean the service provider trading under the Richmond Man And Van name. References to “you” or “your” mean the customer, whether acting as a private individual, landlord, tenant, business client or authorised representative. These conditions apply to all van removal and transport work, including standard house moves, item collections, furniture transport, single-item jobs and similar services.

H2 Booking process

A booking with Richmond Man And Van is usually made after you provide details of the items to be moved, the collection and delivery locations, access conditions, and any special handling requirements. We may supply a quote based on the information you give us. If the details change, the quotation may need to be revised. A booking is only confirmed once we have accepted the job and, where required, received any deposit or written confirmation requested by us. It is your responsibility to check that the date, time, addresses and service requirements are correct before confirming the booking.

You must ensure that all information you provide is accurate and complete. If the move involves narrow access, stairs, restricted parking, long carries, no-lift buildings, heavy or fragile items, or other practical difficulties, you must tell us in advance. If we arrive and find that the job differs materially from the description provided, we may adjust the price, amend the scope of work, or decline to proceed where it would be unsafe or impractical to do so. Any estimate given by Richmond Man And Van is based on the information available at the time and may be subject to change if the job changes.

H2 Payments

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept card payment, bank transfer or another method agreed in advance. Cash payments, where accepted, must be made in full before unloading is completed or before the team departs, unless we have expressly agreed a different arrangement. All prices are quoted in pounds sterling and may be stated as fixed fees, hourly rates or a combination of both, depending on the nature of the work.

Where a job is charged on an hourly basis, time may be measured from the agreed start time or from the point at which the vehicle leaves the depot or arrives at the collection address, depending on the agreed pricing structure. Any waiting time caused by delays outside our control, including incomplete packing, late access, missing keys, parking restrictions or building delays, may be chargeable. Additional services such as dismantling, reassembly, carrying items to upper floors, or extra stops may also incur supplementary charges if they were not included in the original quote.

We reserve the right to require a deposit for certain jobs, especially where the booking is for a peak date, involves a long-distance route, or is otherwise expected to require dedicated resources. Deposits are generally non-refundable if you cancel outside the permitted cancellation period or if we have already incurred costs in preparing for the booking, subject to any rights you may have under applicable law. If payment is delayed, disputed without good reason, or not made in full, we may recover any reasonable collection costs and interest where permitted by law.

H2 Cancellations and rescheduling

You may request to cancel or reschedule a booking by giving us notice as early as possible. The amount of any cancellation fee will depend on the timing of the notice, the level of preparation already undertaken, and whether we have reserved a vehicle, staff or third-party resources specifically for your job. Where a booking is cancelled at very short notice, or on arrival at the site, a reasonable charge may be applied for lost time and any costs incurred. If a deposit has been taken, it may be retained in whole or in part to cover those costs, again subject to applicable consumer law.

If you wish to reschedule, we will try to offer an alternative date or time, but availability cannot be guaranteed. Changes to the booking may require a revised quotation. We may cancel or suspend a booking if there is a safety concern, if access details are materially incorrect, if we believe the job would be unlawful, if payment terms have not been met, or if circumstances beyond our control prevent us from attending. In such cases, we will aim to give notice where reasonably possible.

H2 Liability

We will take reasonable care when handling your items and when carrying out the transport service. However, our liability is limited to loss or damage caused by our negligence or breach of these terms. We are not responsible for pre-existing damage, wear and tear, hidden defects, structural weaknesses in items, or damage caused by improper packing or unsuitable packaging supplied by you. Items that are fragile, valuable, antique, irreplaceable, or of sentimental value should be declared in advance so that appropriate handling can be considered.

It is your responsibility to ensure that items are suitably packed and ready for transit unless packing has been expressly included in the service. Where you pack items yourself, you must make sure boxes are strong enough, contents are secured, and any special handling instructions are clearly identified. We are not liable for damage caused by inadequate packing, overloaded boxes, loose contents, or items that are not fit for transport in the condition presented. If you ask us to move an item that is already damaged or unstable, we may refuse or proceed only at your risk.

Any claim for loss or damage must be reported to us as soon as reasonably possible and in any event within a reasonable period after completion of the job. You may be asked to provide photographs, a description of the item, proof of value, and any relevant evidence to help assess the claim. Our liability for any single item, or for the entire job, may be limited to the amount recoverable under our insurance policy and the maximum amount permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of data, or any delay caused by circumstances outside our reasonable control. If our team is asked to park illegally, carry out unsafe lifting, or handle items in a way that could cause harm, we may refuse the instruction. Any such refusal will not be treated as a breach by us if it is made for safety, legal or operational reasons.

H2 Waste regulations

Where the service includes removal of unwanted items, household rubbish, packaging, furniture, appliances, or similar materials, you must ensure that all waste is lawfully capable of being collected and transported. We operate in accordance with applicable UK waste regulations and may only carry, dispose of or deliver waste items where it is lawful to do so and where the appropriate arrangements are in place. We may ask for details about the nature of the waste before accepting the job. You must not include hazardous, explosive, infectious or prohibited materials unless we have expressly agreed to handle them and are legally permitted to do so.

It is your responsibility to inform us whether items are reusable goods, recyclable materials, general waste or suspected controlled waste. If waste is included in the booking, we may need to separate it from reusable goods and transport it to an authorised facility or licensed disposal route. You must not ask us to dispose of waste in a way that would breach environmental, transport or duty-of-care obligations. If the load contains items that are misdescribed, contaminated, illegal, or likely to create compliance issues, we may refuse collection, amend the booking, or return the items at your expense where permitted by law.

Where required by law, we may retain records relating to waste handling, transfer or disposal. You agree to provide accurate information about the contents of any waste load and to cooperate with any reasonable request needed to maintain legal compliance. If you are a business customer, you remain responsible for ensuring that any waste handed over to us is properly classified and disclosed. We do not accept responsibility for fines, penalties or enforcement action arising from inaccurate information supplied by you or from materials hidden within the load.

H2 Your responsibilities during the move

You must make reasonable arrangements for access to the property, including keys, parking permissions, loading areas, entry codes and any building approvals needed for the service. The premises should be safe, reasonably clear and suitable for loading and unloading. If delays arise because access is restricted or because necessary arrangements have not been made, additional waiting or return costs may be charged. You must also ensure that children, pets and other persons are kept safe and away from lifting areas and moving equipment while the job is in progress.

You are responsible for obtaining any permits, consents or permissions required for the move, unless we have agreed in writing to arrange them on your behalf. If you fail to secure such permissions and the booking cannot proceed, any lost time, parking costs, penalty charges or aborted-job fees may be payable by you. If you are relying on a third party such as a concierge, landlord, building manager or storage operator, you remain responsible for ensuring that their instructions and restrictions are communicated to us in advance.

H2 Delays, force majeure and operational matters

We will use reasonable efforts to attend at the agreed time, but arrival times are estimates and may vary due to traffic, weather, road closures, vehicle issues, staff illness or other operational matters. We will not be liable for delays or failure to perform caused by events beyond our reasonable control, including extreme weather, accidents, fuel shortages, industrial action, civil disturbance, or government restrictions. In such circumstances, we may rearrange the booking or suspend performance until it becomes possible to continue.

We may use subcontractors, partner drivers or agents to provide part or all of the service, provided they are appropriately qualified for the work. Any subcontractor engaged on our behalf will be instructed to follow reasonable standards of care and conduct. The contract for the service remains between you and us unless otherwise stated in writing. We may change vehicle type or staffing levels if needed to complete the job safely or efficiently, provided the service remains substantially in line with the booking agreed.

H2 Governing law and disputes

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law requires otherwise. The courts of England and Wales shall have jurisdiction over any dispute that cannot be resolved amicably. Nothing in this section affects any statutory rights available to consumers under applicable UK law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

If a disagreement arises, both parties should act reasonably and try to resolve the matter promptly. We may request written details of the issue, supporting documents and any relevant photographs before considering a claim, complaint or refund request. Any variation to these Terms and Conditions must be agreed by us in writing. These terms form the entire agreement between you and Richmond Man And Van in relation to the service, unless a separate written contract states otherwise.

By booking or using the service, you confirm that you have read, understood and accepted these Terms and Conditions. They are intended to provide a fair and practical framework for a moving service, while protecting the rights and responsibilities of both parties. For clarity, these terms apply whether the work is a one-off collection, a full home move, a commercial transport job, or another related van service arranged under the Richmond Man And Van name.