Terms and Conditions

Man and Van Kensington Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Kensington provides removal and associated services. By making a booking, you agree that these Terms and Conditions form the contract between you and Man and Van Kensington for the services requested. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below. Customer means the person or business that requests and pays for the services. Services means removal, man and van, transport, loading, unloading, packing assistance, and any related services agreed at the time of booking. Vehicle means any van or other vehicle used by us to provide the services. Goods means any items, property, possessions, or materials that we are asked to move, transport, handle, or otherwise deal with as part of the services. Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and the details of your confirmed booking.

2. Scope of Services

We provide man and van and removal services including loading, transport, and unloading of goods, and where agreed, limited packing or unpacking assistance. The precise scope of your service, including number of staff, size of vehicle, estimated duration, and any special requirements, will be agreed at the time of booking and confirmed in writing or electronically. We reserve the right to refuse to carry goods that are hazardous, illegal, unsafe, or not properly packaged, or which may cause damage to the vehicle, our staff, or other goods.

3. Booking Process

Bookings may be made by submitting a request through our online form or through another authorised booking method made available by us from time to time. When you make a booking request, you must provide accurate and complete information, including collection and delivery addresses, access details, parking information, the nature and approximate quantity of goods, and any items requiring special handling.

Your booking is only confirmed once we have issued a written or electronic confirmation setting out the agreed service details, dates, times, and charges. Any quotation we provide before confirmation is an estimate only and does not constitute a binding offer until accepted and confirmed. We may decline a booking request at our discretion.

You are responsible for ensuring that the details in the booking confirmation are correct. If you notice any errors or changes are required, you must notify us as soon as possible so that we can review and, where possible, update the booking. Changes may affect the price and availability of the service.

4. Quotations and Pricing

Quotations are based on the information provided by you at the time of enquiry. Prices may take into account factors such as distance, volume or weight of goods, access conditions, number of staff required, parking arrangements, and the expected duration of the work. If the information you provide is incomplete or inaccurate, or if circumstances on the day differ substantially from those described, we reserve the right to adjust the price accordingly.

Unless otherwise stated, quotations do not include charges for parking, congestion zones, tolls, storage, packing materials, waste disposal, or additional services. Any such costs incurred in the course of providing the services may be added to your final invoice.

5. Payments and Charges

We may require a deposit or advance payment to secure your booking. The deposit amount and payment schedule will be communicated to you at the time of booking. Deposits are generally non-refundable unless otherwise stated in these Terms and Conditions.

Unless agreed otherwise in writing, payment of any balance is due on completion of the services on the day of the move. We accept payment by commonly used methods as notified to you at the time of booking. We do not accept payment by cheque unless agreed in advance.

If payment is not made on the due date, we reserve the right to charge interest on any overdue amount at the statutory rate applicable to commercial debts, and to recover any reasonable costs of collection, including legal fees. We may also suspend or withhold further services until outstanding amounts are paid in full.

Where services are charged at an hourly rate, time is calculated from the agreed start time or from when our team arrives at the collection address, whichever is earlier, until the job is completed, including any waiting time caused by delays outside our control. Partial hours may be charged as full hours in accordance with our current charging policy.

6. Customer Responsibilities

You are responsible for preparing your premises and goods for collection and delivery. This includes properly packing and labelling items unless packing has been included in your booking, dismantling furniture where required and agreed, protecting floors and surfaces where necessary, and ensuring that all items to be moved are ready for loading at the agreed time.

You must ensure that there is reasonable and safe access to the collection and delivery locations, including clear stairways, lifts where applicable, and suitable parking for our vehicle as close as reasonably possible to the entrance. Any access restrictions, parking limitations, or special requirements must be disclosed at the time of booking. You are responsible for obtaining any necessary permits or authorisations for parking and access, unless we have specifically agreed to arrange these on your behalf.

A responsible adult must be present at both the collection and delivery addresses to provide instructions, check items, and sign any documentation. If no authorised person is present, we may at our discretion proceed based on your prior instructions, or we may suspend or cancel the service and charge for any time and costs incurred.

7. Cancellations and Amendments

If you need to cancel or amend your booking, you must notify us as soon as possible. Cancellations or changes are only effective when acknowledged by us in writing or electronically. We operate the following general cancellation terms, unless otherwise stated in your booking confirmation.

If you cancel more than a specified minimum period before the scheduled start time, you may be entitled to a partial or full refund of any deposit paid, subject to reasonable administrative charges. If you cancel within a short period of the scheduled start time, we may retain your deposit or charge a cancellation fee to cover our lost time and costs, including any staff and vehicle allocations. In the event of cancellation on arrival of our team at the collection address, we may charge up to the full quoted amount.

Changes to the date, time, or scope of the services are subject to availability. If we are unable to accommodate your requested change, the original booking may be treated as cancelled and the relevant cancellation terms may apply. We are not liable for any loss you may suffer as a result of cancelled or rescheduled appointments where we have complied with these Terms and Conditions.

8. Our Right to Cancel or Suspend

We may cancel or suspend the services at any time if you fail to make payment when due, if you materially breach these Terms and Conditions, or if we reasonably believe that proceeding with the services would be unsafe, unlawful, or otherwise inappropriate. This may include circumstances such as inadequate access, dangerous goods, abusive behaviour, or severe weather conditions that make driving or handling goods unsafe.

If we cancel due to circumstances within our reasonable control and not arising from your breach, we may, at our discretion, offer to reschedule the service or refund any amounts paid for services not yet performed. Our liability in such cases will be limited as set out in the liability section of these Terms and Conditions.

9. Goods and Packing

Unless packing services have been expressly agreed as part of your booking, you are responsible for ensuring that all goods are adequately packed for transport. Fragile or high-value items should be securely wrapped and clearly labelled. We are not responsible for damage arising from inadequate or improper packing where packing has been carried out by you or a third party.

Certain items are excluded from our liability, including but not limited to cash, jewellery, watches, precious metals, stones, securities, important documents, antiques, works of art, and items of exceptional value or sensitivity. You should move such items personally and not include them in the goods we handle unless we have specifically agreed in writing to do so.

10. Waste Regulations and Prohibited Items

We operate in accordance with applicable waste and environmental regulations. We are not a general waste carrier and will only remove items that fall within our permitted scope. Household or commercial waste, rubble, chemicals, paint, solvents, gas cylinders, flammable materials, and any other hazardous or regulated waste will not be collected or transported unless we have expressly agreed and are legally permitted to do so.

You must not present for removal any item that is illegal to possess, store, or transport, or that is in breach of local or national regulations. If we discover such items among your goods, we may refuse to move them, and may, where required by law, inform the relevant authorities. Any penalties, fines, or costs arising from your failure to comply with waste or regulatory requirements will be your responsibility.

11. Liability and Limitations

We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods arising from our negligence or breach of contract is limited to a reasonable amount, taking into account the nature, age, and condition of the goods, and subject to any specific limitations notified to you.

We are not liable for loss or damage that arises from your failure to adequately pack or protect items, your failure to prepare premises or provide accurate information, inherent defects in the goods, normal wear and tear, or circumstances beyond our reasonable control such as accidents caused by third parties, extreme weather, traffic delays, or acts of government or public authorities.

We shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or emotional distress. Our total liability for all claims in connection with a particular booking, whether in contract, tort, or otherwise, shall not exceed the amount paid by you for the services for that booking, unless otherwise required by law.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

12. Claims and Complaints

If you believe that any goods have been lost or damaged, or that we have not performed the services with reasonable care and skill, you must notify us as soon as you become aware of the issue, and in any event within a reasonable period after completion of the services. You should provide as much detail as possible, including photographs where appropriate, to enable us to investigate your claim.

We will review any complaint or claim promptly and may request access to inspect the goods and premises. You must retain any damaged items for inspection and should not dispose of them without our consent. Failure to notify us within a reasonable period may affect our ability to investigate and may reduce or extinguish any liability we may have.

13. Delays and Force Majeure

We will use reasonable efforts to adhere to agreed dates and times, but arrival and completion times are estimates only. We are not liable for delays caused by traffic, road closures, vehicle breakdowns where reasonable steps have been taken to maintain the vehicle, adverse weather, accidents, or other events beyond our reasonable control.

If an event beyond our control significantly affects our ability to perform the services, we may suspend the services for the duration of the event or cancel the contract. Where possible, we will discuss alternative arrangements with you, such as rescheduling. You will not be entitled to compensation for delays or cancellations caused by such events, but any amounts paid for services not performed may be refunded at our discretion, subject to any reasonable costs incurred.

14. Insurance

We maintain insurance cover as required by law for our vehicles and operations. This may include public liability and employer liability insurance. Our insurance is subject to the terms, conditions, and exclusions of the relevant policies. You are encouraged to obtain your own additional insurance cover for your goods, particularly if they are of high value or special importance.

15. Data Protection and Privacy

We collect and use personal data necessary to manage bookings and provide services, including contact details, addresses, and details of the services requested. We handle such data in accordance with applicable data protection laws. We will not sell your personal data to third parties. We may share data with trusted partners or service providers where necessary to deliver the services or comply with legal obligations.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales. You and we each agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to the contract or the services.

17. General Provisions

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect. No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract. You should review the Terms and Conditions made available to you at the time of booking and retain a copy for your records.

By confirming your booking, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.



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To be certain that you’re getting the best price going for your man and van Kensington job, make sure you pick up the phone and speak to one of our expert advisors right away! We’ll use our wealth of knowledge and experience to assess your individual needs, and make sure that you’re getting a house moving package that’s right for you and your family. We’ll take the stress out of moving so you can worry about bigger things – meaning your house move in SW7 goes exactly according to plan.

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Contact us

Company name: Man and Van Kensington Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 18 Roland Gardens
Postal code: SW7 3PH
City: London
Country: United Kingdom

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E-mail:
[email protected]

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