Manvan Service Terms and Conditions
These Manvan service terms and conditions set out the basis on which we provide removals, transport, and related van services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before proceeding. These terms are designed to be clear and practical, while reflecting the expectations commonly applied to professional moving and transport services. They apply to all bookings unless we agree otherwise in writing.
In these conditions, references to “we”, “us”, and “our” mean Manvan, and references to “you” or “the customer” mean the person, business, or organisation placing the booking. A booking includes any request for a quote, confirmed reservation, amendment, or instruction to perform a service. A service includes any agreed van move, collection, delivery, loading, unloading, or related labour that we provide.
These terms are intended to support a smooth and fair service. They do not remove any rights you may have under applicable consumer law, which remain in place where they cannot lawfully be excluded. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.
1. Booking Process
All Manvan bookings begin with a request for an estimate or quotation. You must provide accurate information about the job, including the collection and delivery locations, items to be moved, access conditions, any heavy or fragile goods, and any time restrictions. The quotation we provide will normally be based on the information supplied at the time of enquiry. If the details change, we may revise the price, the vehicle requirement, or the time needed to complete the service.
A booking is only confirmed when we have accepted your request and, where requested, received any deposit or advance payment. We may decline a booking at our discretion, including where the job is unsafe, outside our service scope, or unable to be completed within the agreed timeframe. You are responsible for ensuring that the service requested is suitable for the vehicle, equipment, and labour offered.
Before the service begins, we may ask you to confirm the items to be transported, identify any access issues, and declare whether any item is hazardous, valuable, or unusually heavy. If you fail to disclose relevant information, we may adjust the booking, charge an additional fee, or refuse to carry out the work if necessary for safety or compliance. Any estimate given online, by phone, or in writing is subject to a final check on the day of service if the conditions differ from what was described.
2. Service Standards and Customer Responsibilities
We aim to provide a professional van service with reasonable care and skill. Our team will attend within the agreed time window where practicable, subject to traffic, weather, access limitations, and events beyond our control. We may use subcontractors or additional staff where needed to complete the service efficiently, and any such personnel will be acting on our behalf for the purposes of the booking.
You must ensure that the collection and delivery points are accessible and safe for loading and unloading. This includes arranging parking permissions, lift access, building entry, permits where required, and any building rules that may affect the service. You should also ensure that children, pets, and bystanders are kept clear of the working area, and that items are ready for transport unless you have booked packing or dismantling assistance. If delays occur because access is not available or instructions are unclear, additional charges may apply.
Where you ask us to move items on your behalf, you confirm that you own those items or have permission from the owner to instruct the move. You must also ensure that the goods are appropriately packed and protected unless we have expressly agreed to pack them. We may refuse to move goods that are damaged, contaminated, leaking, overfilled, or likely to cause injury or harm. This includes goods that are inappropriate for transport in a standard removal or courier vehicle.
3. Payments
Prices are stated in pounds sterling unless otherwise agreed. The final cost may depend on the distance travelled, number of staff required, volume and weight of goods, waiting time, access issues, parking charges, congestion, and any additional services requested. Unless a fixed price has been confirmed in writing, quotes are usually estimates based on the information available at the time of booking. We reserve the right to adjust the charge where the actual service differs materially from the agreed description.
Payment is due in accordance with the terms set out in your quote or invoice. In many cases, full payment is required on completion of the service, although we may request a deposit or partial advance payment to secure the booking. We accept payment by methods notified at the time of booking. If payment is not made when due, we may charge reasonable administrative or recovery costs, suspend further services, or take action to recover the debt.
You must ensure that the person present at the collection or delivery point is authorised to approve any additional work or charges. If the job is extended, delayed, or materially changed at your request, we may charge extra at our standard rates or at a rate confirmed in writing. Where we incur parking fines, tolls, storage charges, or other costs because of instructions from you or circumstances outside our control, you agree to reimburse those costs where lawful and reasonable.
4. Cancellations, Amendments, and Delays
If you wish to cancel or change a booking, you should give us as much notice as possible. Cancellation charges may apply depending on how much work has already been scheduled, whether staff or vehicles have been allocated, and whether any non-refundable expenses have been incurred. Where a cancellation is made at short notice, the charge may be a fair reflection of our loss, including lost time and committed resources.
We may cancel or postpone a booking if the vehicle becomes unavailable, weather or road conditions make performance unsafe, the information supplied was inaccurate, or events outside our reasonable control prevent us from delivering the service. In such circumstances, we will seek to offer an alternative date or a refund of sums paid for services not provided. We will not be responsible for indirect losses arising from a delay, unless the law requires otherwise.
If you are not present at the agreed time and no alternative arrangement has been approved, we may treat the booking as a failed attendance and charge a call-out fee or waiting fee. Where access is blocked, the premises are unsafe, or the load is not ready, we may leave the site and charge for time spent. To avoid misunderstandings, please ensure your instructions remain current and that someone authorised can make decisions on the day.
5. Liability and Limitations
We will use reasonable care and skill when performing our Manvan service, but certain risks are outside our control. We are not responsible for pre-existing damage, wear and tear, hidden defects, items not properly packed by you, or loss caused by circumstances that could not reasonably have been prevented. You should inspect items before the move and notify us of any special handling requirements in advance.
Our liability for loss or damage is limited to the direct loss actually caused by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. However, we are not liable for loss of profit, business interruption, anticipated savings, or any indirect or consequential losses.
If you believe an item has been damaged or lost during the service, you must notify us as soon as reasonably possible and provide details of the issue. We may require photographs, receipts, proof of value, or access to inspect the item. Any claim may be reduced if you did not take reasonable steps to minimise the loss, or if the item was inadequately packed, unsuitable for transport, or accepted after you were advised of the risk.
6. Waste Regulations and Restricted Items
Where our work involves removing unwanted items, you acknowledge that waste regulations apply. We will only transport, dispose of, or arrange removal of waste in accordance with applicable UK law and only where this has been agreed in advance. You must not ask us to dispose of controlled, hazardous, or prohibited waste unless we have expressly confirmed that we are authorised and equipped to do so. This includes, without limitation, chemicals, asbestos, clinical waste, gas cylinders, paint, oils, batteries, and other restricted materials.
You are responsible for declaring the nature of any waste, including whether items may contain hazardous substances, sharp edges, biological contamination, or electrical components. If you fail to disclose this information, we may refuse to handle the items or charge additional fees for safe handling, segregation, or disposal. We may also refuse any load that we reasonably believe would breach environmental, transport, or licensing requirements.
Where we collect waste on your instructions, you confirm that you have the right to dispose of the items and that they do not belong to a third party unless permission has been obtained. You also agree to provide any information we reasonably require to comply with record-keeping, transfer, or duty-of-care obligations. If a waste transfer note, receipt, or similar document is required, we may complete it based on the information supplied by you, and you must ensure that information is accurate.
7. Insurance, Property, and Risk
Risk in the goods normally passes to you when the goods are delivered to the agreed location, unless otherwise agreed in writing. We may, at our discretion, assist with loading and unloading, but this does not mean that we accept responsibility for items that were already fragile, unstable, poorly packed, or incorrectly described. Valuable items should be identified before the booking so that suitable arrangements can be considered.
You should retain insurance for goods of special value or unusual importance. While we may carry commercial insurance appropriate to the services we offer, this does not replace your own cover. Where items are transported at your request despite warning signs or an inadequate packing condition, any resulting claim may be limited or rejected if the loss was reasonably avoidable.
Any property left in our vehicle or at a delivery site must be collected promptly. We are not a storage provider unless storage has been expressly agreed. If items are left with us after completion of the service without permission, we may charge a reasonable storage or administration fee, and we may dispose of or return items only in accordance with applicable law and after reasonable notice where required.
8. Complaints and General Terms
If you are dissatisfied with any part of the service, please raise the issue promptly so it can be reviewed and, where appropriate, remedied. A complaint should include enough detail for us to assess what happened, when it happened, and what outcome you seek. Delayed notification may make it harder to investigate properly or to determine whether damage or loss occurred during our service.
We may update these Manvan terms and conditions from time to time. The version in force at the time of your booking will usually apply to that booking unless a change is required by law. No variation to these terms is valid unless agreed by us in writing. If we choose not to enforce a clause on one occasion, that does not mean we waive our right to rely on it later.
If any issue arises that is not expressly covered by these terms, we will deal with it reasonably and in good faith, taking account of the nature of the service, the information provided, and the relevant law. These terms are intended to operate as a fair contractual framework for both parties, balancing service flexibility with clear responsibilities.
9. Governing Law
These terms and any dispute or claim arising from them, or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom has mandatory legal application to the specific transaction. The courts having jurisdiction under that law will handle any dispute that cannot be resolved amicably.
Nothing in this section limits any mandatory consumer rights or statutory protections that apply under relevant UK legislation. If you are contracting as a business, you acknowledge that the agreement is made on the basis of these terms and any written quotation or invoice issued for the booking. If there is any inconsistency between a written quotation and these terms, the written quotation will prevail only to the extent of that inconsistency.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these manvan service terms. We recommend retaining a copy for your records. These terms are intended to create a clear and reliable basis for a professional service relationship, covering booking, payment, cancellation, liability, waste handling, and governing law.