These Terms and Conditions set out the basis on which Man With Van Crystal Palace provides removal, transport, loading, unloading, and related moving services. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to these terms. They are designed to create a clear understanding of responsibilities on both sides and to support a smooth, safe, and lawful moving service. References to man and van Crystal Palace, van service Crystal Palace, or Crystal Palace moving service should be understood as referring to the same service provider and the same contractual conditions.

1. Scope of service. The service may include collection, delivery, loading, unloading, furniture handling, and transport of domestic or commercial goods. Unless stated in writing, no packing, dismantling, assembly, storage, or specialist lifting is included. The customer should ensure that the job description supplied during booking is accurate and complete. If the goods, access, distance, or labour requirements differ from the information provided, the company may revise the quotation, service time, or staffing levels accordingly. Any additional work requested on the day will be subject to availability and may incur further charges.

2. Booking process. A booking is not confirmed until the company has accepted the request, provided a price or estimate, and received the required deposit or written confirmation from the customer where applicable. The customer must provide correct details about the collection and delivery addresses, access conditions, parking restrictions, item size, number of items, and any special handling needs. The company may rely on this information when assigning the vehicle, estimating time, and planning manpower. If the customer changes the date, time, or scope of the job after confirmation, the company may treat this as a new booking or adjust the original arrangement.

3. Customer responsibility before collection. The customer must ensure that all items intended for transport are ready at the agreed time, safely accessible, and properly secured if needed. Fragile, valuable, or hazardous goods should be declared in advance and packed appropriately. The customer is responsible for obtaining any necessary permissions, permits, or parking arrangements unless otherwise agreed in writing. The company may refuse to move any item that is unsafe, unlawful, excessively heavy, or likely to cause damage to people, property, or the vehicle. Where the customer is not present, any agreed instructions must be supplied clearly and in advance.

4. Payments and pricing. Prices may be quoted as fixed fees, hourly rates, or a combination of both. Unless stated otherwise, quotations are based on the information supplied at the time of booking and may exclude waiting time, congestion, parking fines, tolls, ferry charges, storage, disposal costs, or extra labour. The customer agrees to pay all sums due in full and on time. Payment may be required in advance, on the day, or immediately following completion, depending on the arrangement confirmed. If a deposit is requested, the booking may remain provisional until that deposit has cleared.

5. Late payment and additional charges. If payment is not made when due, the company may charge interest and recover reasonable costs incurred in seeking payment, to the extent permitted by law. Additional charges may apply where the job exceeds the estimated duration, where the customer requests extra stops, where access is delayed, or where the vehicle is held up because the premises are not ready. Any waiting time caused by the customer may be billed at the applicable rate. The company will act reasonably when calculating any increase, but the customer accepts that estimates are not guarantees if the original information was incomplete or inaccurate.

6. Cancellations and rescheduling. The customer may cancel or rearrange a booking by giving reasonable notice. If cancellation occurs at short notice, the company may retain some or all of any deposit and may charge a cancellation fee where losses have been incurred or the slot cannot be reallocated. In particular, if vehicles, staff, or equipment have already been allocated to the job, the company may recover its reasonable costs. If the company must cancel because of severe weather, road closures, vehicle breakdown, staff illness, or other events beyond its reasonable control, it will seek to offer an alternative date or a refund of any payment made for the cancelled service, as appropriate.

7. Delays and force majeure. The company will use reasonable efforts to attend on time, but arrival and completion times are estimates only. Delays may arise from traffic, accidents, weather, access problems, or circumstances outside the company’s control. The company will not be liable for delay caused by events beyond its reasonable control, including industrial action, civil disturbance, fire, flood, or government restrictions. If such an event makes performance impossible or impracticable, the company may suspend or terminate the booking without liability beyond any refund required by law for services not provided.

8. Liability for loss and damage. The company will take reasonable care when handling items, but the customer accepts that removals and transport involve risk. Liability for loss or damage is limited to direct loss caused by proven negligence of the company or its staff, and only to the extent permitted by law. The company will not be responsible for pre-existing damage, poor packing, hidden defects, unstable furniture, or items that are already loose, broken, or improperly assembled. The company will not be liable for loss of earnings, missed deadlines, emotional distress, or any indirect or consequential loss. Customers are strongly advised to arrange adequate insurance for their goods.

9. High-value and prohibited items. The customer must declare goods of exceptional value, including jewellery, cash, art, antiques, data storage devices, documents, or irreplaceable items, before the move begins. Unless otherwise agreed in writing, the company does not accept responsibility for their market value beyond the basic duty of reasonable care. The company will not transport illegal items, explosives, firearms, corrosive substances, live animals, perishable goods requiring specialist handling, or any waste classified as hazardous without proper licensing and agreement. If prohibited items are found among the load, the company may refuse to carry them or may end the job where continued performance would be unlawful or unsafe.

10. Access, parking, and site conditions. The customer must ensure that access routes, stairways, lift capacity, driveways, and parking areas are suitable for the service. If the vehicle cannot park close enough to the property, or if access is obstructed, the company may need extra time or additional labour, and corresponding charges may apply. The customer is responsible for any parking fees, permits, or fines resulting from the arrangement made by or for the customer, except where caused by the company’s own fault. The company may decline to enter premises or access areas that it considers unsafe, unsanitary, or likely to cause injury or damage.

11. Waste regulations and disposal. Where the service includes disposal, clearance, or removal of unwanted items, the customer must disclose exactly what is to be disposed of and whether any item may contain hazardous material, electrical components, or controlled waste. The customer remains responsible for ensuring that items offered for disposal are lawful to remove and that no regulated waste is mixed with general household or commercial waste unless expressly agreed and handled in accordance with applicable waste legislation. The company will comply with relevant UK waste regulations, duty of care requirements, and licensing obligations where disposal services are provided. Any item that cannot legally be carried or disposed of under the agreed service may be refused, separated, or left behind. The customer agrees to indemnify the company against penalties, losses, or claims arising from inaccurate waste descriptions or unlawful disposal requests.

12. Property protection and preparation. The customer should protect floors, walls, fixtures, and entrances if extra protection is required for delicate premises. The company will take reasonable care when moving items, but it is not responsible for damage caused by inherent instability of the property, inadequate protection, or the normal risks of moving bulky goods through tight spaces. Where items must be disassembled or reassembled, this will only be done if agreed in advance and only if it can be done safely with ordinary tools. The company may refuse to move items that are likely to cause damage to property or to the item itself if the customer insists on an unsafe route or method.

13. Customer conduct and cooperation. The customer and anyone acting on the customer’s behalf must behave respectfully and must not obstruct the work, threaten staff, or request unsafe lifting or transport. The company may suspend or terminate services if staff are exposed to abuse, violence, intoxication, unlawful instructions, or unsafe conditions. The customer must cooperate with reasonable requests relating to keys, entry instructions, signatures, item counts, and completion checks. If the customer or their representative is absent or uncontactable at the agreed time, the company may charge waiting time or treat the service as cancelled after reasonable effort to complete the job.

14. Claims procedure. Any issue relating to loss, damage, or incomplete service should be raised as soon as reasonably possible, and in any event within a reasonable time after completion. The customer should provide clear details, photographs where relevant, and evidence of value or condition. The company may inspect the goods, packaging, vehicle, and location before accepting liability. The customer must take reasonable steps to prevent further loss after an incident has occurred. Failure to report a problem promptly may affect the ability of the company to investigate and resolve the matter fairly.

15. Variation of terms. The company may update these terms from time to time to reflect operational changes, legal requirements, or improvements to the service. The version in force at the time of booking will generally apply to that booking unless a later written agreement states otherwise. Any special terms agreed in writing will take precedence over these standard terms to the extent of any conflict. No employee or contractor may vary these terms orally unless authorised in writing by the company.

16. Severability and waiver. If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will remain in full force and effect. A failure by the company to enforce any right or remedy on one occasion does not constitute a waiver of that right or remedy on any other occasion. The company’s decision not to pursue a breach immediately should not be interpreted as acceptance of that breach. These principles are intended to preserve the enforceability and practical operation of the agreement.

17. Governing law and jurisdiction. These Terms and Conditions are governed by the law of England and Wales. Any dispute arising from or connected with the service, the quotation, or the contract will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. This ensures that the agreement is interpreted consistently with UK legal standards and that both parties have a clear framework for resolving disputes if they cannot be settled amicably.