Terms and Conditions
Harrow Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Harrow Man and Van provides removal, transport and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Harrow Man and Van, the provider of removal and transport services.
1.2 "Customer" means any individual, business, or organisation that requests or uses the services of the Company.
1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, furniture assembly or disassembly, or related services provided by the Company.
1.4 "Goods" means any items, belongings, furniture, equipment, or materials transported or handled by the Company on behalf of the Customer.
1.5 "Booking" means a confirmed request by the Customer for the Company to provide Services on a specified date and time.
2. Scope of Services
2.1 The Company provides man and van and removal services for residential, commercial, and light industrial customers. Services typically include the provision of a vehicle and one or more personnel to load, transport, and unload Goods.
2.2 The Company may, by prior agreement, provide additional services such as packing, unpacking, furniture assembly or disassembly, and internal moves within a property.
2.3 The Company reserves the right to refuse to carry any Goods that, in its reasonable opinion, are dangerous, illegal, unsafe, excessively heavy, inadequately packed, or likely to cause damage to persons, property, or other Goods.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted communication channels as notified from time to time. The Customer must provide accurate information including collection and delivery addresses, access details, description and quantity of Goods, special handling requirements, and preferred dates and times.
3.2 Any quotation provided by the Company is based on the information supplied by the Customer. The Company reserves the right to amend the quotation, or charge additional fees, if the information provided is incomplete, inaccurate, or changes before or during the provision of Services.
3.3 A Booking is not confirmed until the Company has accepted the Booking and, where required, received any applicable deposit or prepayment. The Company may decline a Booking at its sole discretion.
3.4 The Customer is responsible for ensuring that they have the necessary authority to book the Services in relation to the property and the Goods to be moved.
4. Pricing and Quotations
4.1 Quotations may be provided on an hourly rate basis or as a fixed price, depending on the nature and scope of the Services. The basis of the quotation will be communicated to the Customer at the time of booking.
4.2 Quotations generally assume reasonable access at collection and delivery locations, including suitable parking, stair access where applicable, and the absence of unusual obstacles. Additional charges may apply for long carries, restricted access, waiting time, or other unforeseen circumstances.
4.3 Quotations are exclusive of any parking fees, tolls, congestion charges, fines, or penalties incurred in relation to the performance of the Services. Such costs will be charged to the Customer in addition to the quoted price, unless otherwise agreed in writing.
4.4 The Company reserves the right to adjust its pricing from time to time. Changes in standard pricing will not affect confirmed Bookings where a written quotation has already been accepted.
5. Payments and Charges
5.1 Unless otherwise agreed, payment is due either in full in advance or immediately on completion of the Services on the day of the move.
5.2 The Company accepts payment by methods notified to the Customer prior to or at the time of booking. The Company is not obliged to release Goods, provide onward transport, or commence unloading until payment has been received in full, where payment on completion applies.
5.3 If the Customer fails to make payment when due, the Company may suspend Services, retain Goods until payment is made, and charge reasonable interest and administrative costs associated with recovery of the outstanding sums.
5.4 Where Services are charged on an hourly basis, the chargeable time begins when the vehicle and crew arrive at the first collection address and continues until completion of unloading at the final delivery address, including any waiting time not caused by the Company.
6. Customer Responsibilities
6.1 The Customer must ensure that all Goods are suitably packed for transport, unless the Company has expressly agreed to provide packing services. Fragile or valuable items should be clearly identified and appropriately protected.
6.2 The Customer must ensure that adequate access is available at all collection and delivery points, and that parking is arranged where necessary. Any permits or authorisations required for parking or property access are the responsibility of the Customer, unless agreed otherwise.
6.3 The Customer must be present, or represented by an authorised person, at both collection and delivery locations to oversee the move, provide instructions, and sign any relevant documentation.
6.4 The Customer must remove and secure any personal documents, cash, jewellery, and other high-value small items prior to the move. The Company does not accept responsibility for such items unless specifically agreed in writing.
7. Cancellations and Changes
7.1 The Customer may cancel or change a Booking by giving notice to the Company. The effective time of cancellation or change shall be when the Company acknowledges receipt of the Customer’s request.
7.2 The Company may apply cancellation charges based on the notice period given by the Customer:
(a) If more than 7 days’ notice is given, no cancellation fee will usually be charged, and any deposit may be refunded at the Company’s discretion.
(b) If between 48 hours and 7 days’ notice is given, the Company may charge up to 50 percent of the quoted price to cover reserved resources and lost opportunities.
(c) If less than 48 hours’ notice is given, the Company may charge up to 100 percent of the quoted price.
7.3 If the Customer fails to be present, or to provide access, at the agreed time and location, this may be treated as a late cancellation and charged accordingly.
7.4 The Company reserves the right to cancel or postpone a Booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or safety concerns. In such cases, the Company will aim to offer an alternative date or a refund of any sums paid for Services not provided, but will not be liable for consequential losses.
8. Liability and Limitations
8.1 The Company will exercise reasonable care and skill in handling and transporting Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this section.
8.2 The Company’s maximum liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable replacement value per item and a reasonable total limit per job, as notified by the Company from time to time or agreed in writing.
8.3 The Company shall not be liable for:
(a) Loss or damage arising from faulty or inadequate packing by the Customer.
(b) Loss or damage to fragile items not packed to a professional standard.
(c) Wear and tear, pre-existing damage, or inherent defects in Goods.
(d) Loss of data or records on any electronic equipment.
(e) Indirect, special, or consequential losses, including loss of profits, business interruption, or emotional distress.
8.4 The Company will not be liable for loss or damage where the Customer has not given the Company a reasonable opportunity to investigate and remedy the situation.
8.5 The Customer must inspect Goods as soon as reasonably possible on delivery and notify the Company in writing of any loss or damage within a reasonable period, usually not exceeding 48 hours. Failure to do so may affect the Company’s ability to investigate and may limit or extinguish any liability.
8.6 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded.
9. Excluded and Prohibited Items
9.1 Unless expressly agreed in writing, the Company does not carry:
(a) Cash, jewellery, watches, or other high-value small items.
(b) Hazardous materials, including flammable, explosive, corrosive, or toxic substances.
(c) Illegal goods or substances.
(d) Live animals, plants requiring specialist care, or perishable goods needing temperature control.
9.2 If any such Goods are carried without the Company’s knowledge or consent, the Company shall have no liability for any loss or damage, and the Customer shall indemnify the Company against any resulting claims, damages, fines, or expenses.
10. Waste and Disposal Regulations
10.1 The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste carrier and will only remove items for disposal where this has been explicitly agreed as part of the Services.
10.2 The Customer is responsible for correctly identifying any items intended for disposal. The Company reserves the right to refuse removal of any items that are hazardous, prohibited, or not suitable for disposal through standard waste streams.
10.3 Where the Company agrees to remove items for disposal, they will be taken to an authorised facility as appropriate. Additional charges may apply for disposal services and for items that incur special handling or disposal fees.
10.4 The Customer must not request the Company to dispose of waste illegally or in a manner that breaches environmental regulations. The Company may terminate the Services immediately if asked to act in breach of any applicable laws.
11. Delays and Access Issues
11.1 The Company will use reasonable efforts to arrive at the agreed time, but arrival times are estimates and may be affected by traffic, weather, or other circumstances beyond the Company’s control. The Company will not be liable for delays outside its reasonable control.
11.2 If delays occur due to factors within the Customer’s control, including lack of access, incomplete packing where the Company is not responsible, or waiting for keys or authorisations, the Company may charge for additional time at the applicable hourly rate.
11.3 If, in the opinion of the Company, access at either collection or delivery point is unsafe or likely to cause damage to property or the vehicle, the Company may refuse to proceed or may require the Customer to sign a disclaimer before continuing. The Company is not obliged to perform any action that, in its reasonable opinion, risks health and safety or breaches regulations.
12. Insurance
12.1 The Company maintains appropriate insurance cover for its operations as required by law and industry practice. Details of insurance cover and any applicable limits may be provided to the Customer on request.
12.2 It is the Customer’s responsibility to arrange any additional insurance for Goods that exceed the Company’s standard liability limits or that require special cover.
13. Complaints and Dispute Resolution
13.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.
13.2 Complaints relating to damage, loss, or service quality should be made in writing and should include full details of the Booking, the nature of the complaint, and any supporting evidence.
13.3 The Company will review complaints in good faith and respond within a reasonable timeframe. Where a resolution cannot be reached informally, the parties may consider alternative dispute resolution methods before commencing formal legal proceedings.
14. Data Protection and Privacy
14.1 The Company collects and uses personal information only for the purpose of managing Bookings, delivering Services, handling payments, and dealing with enquiries or complaints.
14.2 The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary to perform the Services, comply with legal obligations, or with the Customer’s consent.
15. Amendments to Terms and Conditions
15.1 The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all new Bookings.
15.2 For existing confirmed Bookings, the version in force at the time of confirmation will normally apply, unless a change is required by law or regulation.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any non-contractual obligations arising out of or in connection with them are governed by and construed in accordance with the laws of England and Wales.
16.2 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 their subject matter.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company to exercise any right or remedy shall constitute a waiver of that or any other right or remedy.
17.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
17.4 These Terms and Conditions, together with any written quotation or confirmation provided by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understandings or agreements.
