Paddington Man and Van Service Terms and Conditions
These Terms and Conditions govern the provision of removal and related services by Paddington Man and Van to you, the customer. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 Customer means the individual, partnership, company, or other legal entity that requests or receives services from Paddington Man and Van.
1.2 Services means any removal, man and van, transportation, loading, unloading, packing, unpacking, storage collection or delivery, or related services provided by us.
1.3 Goods means the items, belongings, furniture, equipment, or other property that we are requested to move, transport, handle, or otherwise deal with.
1.4 Contract means the agreement between the customer and Paddington Man and Van incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
1.5 Working Day means any day other than a Saturday, Sunday, or public holiday in England and Wales.
2. Scope of Services
2.1 Paddington Man and Van provides man and van and removal services, including but not limited to domestic moves, small office moves, student moves, part-loads, furniture deliveries, and related transport within our service area.
2.2 The exact scope of the services, including the vehicle size, number of staff, estimated time, and any additional services, will be agreed at the time of booking and confirmed to you.
2.3 We reserve the right to refuse to carry any goods that in our reasonable opinion are unsafe, illegal, hazardous, excessively heavy, or otherwise unsuitable for transport.
3. Booking Process
3.1 Bookings may be made by spoken agreement or in writing, including online forms or written messages, subject to our acceptance.
3.2 At the time of booking, you must provide accurate and complete information, including but not limited to:
(a) collection and delivery addresses, including access details and any restrictions
(b) the nature, approximate quantity, and important characteristics of the goods
(c) any items requiring special handling, dismantling or reassembly
(d) parking availability, loading restrictions, and floor levels at each address.
3.3 Our quotation or price estimate is based on the information you provide. If the information is inaccurate or incomplete, we may adjust the price to reflect the actual work required.
3.4 A booking is only confirmed when we have accepted it and you have accepted our price and any applicable terms, including payment of any deposit if requested. We reserve the right to decline or cancel any booking at our discretion prior to commencement of the services.
4. Estimates and Quotations
4.1 Unless expressly stated as a fixed price, any price we provide is an estimate based on the information supplied by you.
4.2 We may adjust the price where:
(a) the move takes longer than anticipated due to factors outside our control
(b) additional items are included that were not originally disclosed
(c) access is more difficult than advised, such as long carries, stairs, or limited vehicle access
(d) there are delays caused by you, your agents, or third parties, including waiting for keys or access.
4.3 Any additional charges will be calculated using our standard hourly rates, distance charges, or surcharges for specific circumstances, and will be explained to you as soon as reasonably practicable.
5. Payments
5.1 Unless agreed otherwise in writing, payment for our services is due in full on or before completion of the job on the day of service.
5.2 We accept the payment methods notified to you during the booking process. We may require a deposit or full prepayment for certain bookings, including long-distance moves, multi-van moves, or peak time services.
5.3 If payment is not made when due, we reserve the right to:
(a) suspend or cease provision of the services
(b) retain possession of any goods until full payment is received
(c) charge reasonable interest and administration fees on overdue sums.
5.4 For business customers, payment terms and any credit arrangements will be agreed separately. If business customers fail to pay on time, we may charge interest and late payment compensation in line with applicable legislation.
6. Cancellations and Changes
6.1 You may cancel or amend your booking subject to the following conditions.
6.2 If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded or held as a credit, at our discretion.
6.3 If you cancel within 24 to 48 hours of the scheduled start time, we may retain part or all of any deposit to cover administrative costs and loss of booking opportunity.
6.4 If you cancel within 24 hours of the scheduled start time, or fail to be available when we arrive, we reserve the right to charge a cancellation fee up to the full quoted amount.
6.5 Requests to change the date, time, or scope of your booking are subject to availability and may result in revised charges. We will inform you of any changes to the price before proceeding.
6.6 We may cancel or reschedule the services if:
(a) you fail to provide necessary information or confirmations
(b) access is unsafe or unlawful
(c) conditions at the premises or with the goods pose a risk to our staff, vehicle, or third parties
(d) events outside our control prevent us from safely or reasonably carrying out the services. In such cases, we will try to reschedule where possible.
7. Customer Responsibilities
7.1 You are responsible for:
(a) ensuring that you or your authorised representative is present throughout the move
(b) securing suitable parking and any permits required for our vehicles at all relevant addresses
(c) packing your goods safely and securely, unless you have arranged a packing service with us
(d) disconnecting and preparing all appliances and equipment, including washing machines, cookers, and electrical items
(e) ensuring that all goods to be moved are ready and that nothing is left behind unintentionally.
7.2 You must not ask our staff to do anything that may reasonably be considered unsafe, unlawful, or beyond the agreed scope of services.
7.3 You must not include in the goods any items that are prohibited or require special authorisation, including but not limited to firearms, explosives, flammable or hazardous substances, illegal goods, perishable food, live animals, or plants, unless we have expressly agreed in writing to carry them in accordance with applicable regulations.
8. Our Responsibilities and Limitations on Liability
8.1 We will exercise reasonable care and skill in providing the services and handling your goods.
8.2 We are not liable for any loss or damage arising from:
(a) your failure to adequately pack, protect, or secure goods, unless we provided a packing service
(b) inherent defects, natural deterioration, or pre-existing damage in the goods
(c) normal wear and tear due to handling and transportation
(d) delays or failures caused by events outside our reasonable control, including traffic, accidents, adverse weather, road closures, or acts of third parties
(e) loss of earnings, loss of profits, loss of opportunity, or any other indirect or consequential loss.
8.3 Our total liability for loss of or damage to goods, whether arising from breach of contract, negligence, or otherwise, shall not exceed a reasonable market value of the affected goods, up to any limit that we notify to you prior to the job.
8.4 You must report any loss or damage that you believe has been caused by us as soon as reasonably practicable and, in any event, within 48 hours of completion of the services. You must provide supporting evidence and allow us a reasonable opportunity to inspect any alleged damage.
8.5 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded.
9. Delays and Waiting Time
9.1 We will make reasonable efforts to arrive at the scheduled time but cannot guarantee exact arrival or completion times due to traffic and other factors outside our control.
9.2 If there are delays in obtaining keys, gaining access to properties, or completing paperwork that are not caused by us, waiting time may be charged at our standard hourly rates.
9.3 We are not responsible for any losses you incur as a result of delays, unless such delays are due to our negligence and were reasonably foreseeable at the time of booking.
10. Parking, Access, and Property Damage
10.1 You are responsible for arranging suitable parking for our vehicle and any required permits or authorisations. If parking is not available or lawful, we may not be able to complete the job as planned.
10.2 Any fines or penalties for parking, loading, or access restrictions that arise as a direct result of your instructions or failure to secure proper permissions may be charged to you.
10.3 We will take reasonable care to avoid damage to property during the move. However, we will not be liable for damage to driveways, surfaces, or access routes that are unsuitable for heavy vehicles, or for minor cosmetic damage to walls, floors, or fixtures that can reasonably occur during moving large or heavy items through confined spaces.
11. Waste, Disposal, and Environmental Regulations
11.1 Paddington Man and Van is not a general waste disposal operator. We will not remove, transport, or dispose of household waste, rubble, construction waste, or hazardous materials unless specifically agreed and legally compliant.
11.2 Any request to dispose of items must be agreed in advance. Where we agree to remove items for disposal, you confirm that you are the lawful owner or have authority to dispose of those items.
11.3 We will dispose of any agreed waste or unwanted items only at authorised facilities and in accordance with applicable environmental regulations.
11.4 You must not include in the goods any controlled, hazardous, or regulated waste unless we have expressly agreed in writing to handle such materials and all necessary documentation and packaging are in place.
12. Insurance
12.1 You are strongly advised to arrange appropriate insurance cover for your goods during the move, particularly for high-value or fragile items.
12.2 Our charges do not include insurance for your goods unless expressly stated. Any optional cover that we may offer will be subject to separate terms and limits.
13. Complaints and Dispute Resolution
13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so we can seek to resolve it.
13.2 You should provide full details of your complaint, including dates, locations, and any relevant evidence, so that we can investigate.
13.3 We will aim to respond to complaints within a reasonable timeframe and work with you to reach a fair outcome where appropriate.
14. Data Protection and Privacy
14.1 We will use your personal data solely for the purposes of managing your booking, providing the services, processing payments, and handling any enquiries or complaints.
14.2 We will take reasonable steps to keep your personal information secure and will not sell your data to third parties. We may share necessary information with our staff, agents, or service providers only where required to deliver our services or meet legal obligations.
15. Amendments to Terms and Conditions
15.1 We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract, unless a change is required by law or regulation.
15.2 Any variations to these Terms and Conditions must be agreed in writing.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any contract between you and Paddington Man and Van, are governed by and shall be construed in accordance with the laws of England and Wales.
16.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services we provide.
By making a booking with Paddington Man and Van or using our services, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
