Terms and Conditions for Man And Van Crystal Palace

These Terms and Conditions set out the basis on which Man And Van Crystal Palace provides removal, transport, clearance, collection, and related logistics services to customers in the UK. By making a booking, you agree to be bound by these terms, together with any written quotation, booking confirmation, or agreed service notes. For clarity, references to “we”, “us”, and “our” mean the service provider operating under the Man and Van Crystal Palace name, and “you” means the customer, hirer, or person requesting the service.

1. General agreement
These terms apply to all bookings unless we agree otherwise in writing. They are designed to create a fair and practical agreement for domestic and commercial work, including single-item moves, furniture transport, light removals, and waste-related collections where legally permitted. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force. Nothing in these terms affects your statutory rights as a consumer under UK law.

We may update these terms from time to time. The version in force at the time your booking is confirmed will normally apply to that booking, unless a change in law requires immediate application. It is your responsibility to review the terms before confirming any service. By proceeding, you confirm that you have the authority to enter into the contract and that all information provided to us is accurate and complete.

2. Booking process
Bookings may be made by phone, email, online form, or other agreed method. A booking is only considered accepted once we have issued a confirmation and, where required, received a deposit or full payment. Quotations are usually based on the information you provide, including the volume of items, access conditions, staircases, parking arrangements, time constraints, and any special handling needs. If the details you provide are incomplete or incorrect, we reserve the right to revise the quotation, alter the vehicle size, or adjust the schedule and price accordingly.

It is your duty to make sure the service details are accurate before confirming the booking. This includes listing all items to be moved or collected, declaring any heavy, fragile, high-value, hazardous, or unusually bulky objects, and advising us of any access restrictions. Failure to disclose relevant information may result in delay, additional charges, refusal of service, or cancellation without refund. We may decline any work that appears unsafe, unlawful, beyond the agreed scope, or unsuitable for the vehicle or team allocated.

Booking times are estimates unless we expressly state otherwise. Traffic, prior jobs, parking, loading delays, or external factors may affect arrival or completion times. We will use reasonable efforts to attend within the agreed window, but time is not usually of the essence unless agreed in writing. Where access is difficult or waiting time is incurred, additional charges may apply at our standard or quoted waiting rate.

3. Payments and charges
Prices are normally based on a combination of labour, vehicle size, travel time, mileage, congestion or access conditions, number of staff, and any additional services requested. Where a fixed quote is provided, it will be valid for the period stated in the quotation, subject to the accuracy of the information supplied. If the scope of work changes on the day, we may charge extra for the additional labour, time, equipment, disposal costs, or vehicle capacity required.

Payment terms will be confirmed at booking. Unless agreed otherwise, full payment is due on completion of the job and may be required by cash, card, bank transfer, or another approved method. We may request a deposit to secure the slot, especially for larger jobs, same-day service, or waste-related collections. Deposits may be non-refundable where stated and may be used to cover administrative costs or lost booking time if you cancel late.

Late payment may result in suspension of future bookings, recovery action, or the addition of reasonable costs incurred in chasing outstanding sums. If payment is not made when due, we may retain goods or refuse to unload items until payment has been completed, to the extent permitted by law. Any agreed discount or promotional rate will apply only if the service is carried out in accordance with the booked conditions and within the applicable time frame.

4. Cancellations and amendments
If you need to cancel or change your booking, you should notify us as soon as possible. Cancellation fees may apply depending on how much notice you provide and whether we have already allocated staff, vehicle resources, or permits. Where a cancellation is made close to the scheduled time, we may charge the full or partial price of the job to cover lost availability and preparation costs.

If we need to amend or cancel a booking due to circumstances beyond our reasonable control, including vehicle breakdown, severe weather, road closures, staff illness, or legal restrictions, we will use reasonable efforts to rearrange the service at a convenient time. We will not be responsible for indirect losses arising from such events, but any prepaid amount for services not supplied will be refunded or applied to a rescheduled booking, as appropriate.

We may also cancel or refuse to continue a booking if the conditions at the collection or delivery point are unsafe, the items differ materially from what was declared, payment terms are not met, or you or another person on site behaves in a threatening, abusive, or unlawful manner. In such cases, any applicable charge may still be payable for time, travel, or attempted attendance. Amendments are subject to availability.

5. Liability and customer responsibilities
We will take reasonable care in carrying out the service, but our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, normal wear and tear, inherent defects in goods, or damage resulting from items that were inadequately packed, secured, or declared. You are responsible for ensuring that items are suitable for transport and for advising us of any special handling requirements.

Where we assist with lifting, loading, carrying, disassembly, or placement, you accept that some degree of risk is inherent in the handling of property. Unless negligence is proven, we are not liable for damage arising from the condition, weight, fragility, instability, or improper packaging of items. We strongly recommend that you remove loose contents, back up data, and protect valuable or sensitive goods before the service begins.

Our total liability for loss or damage, whether in contract, tort, or otherwise, shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where such limitation is prohibited by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Claims should be notified to us within a reasonable time, and any damaged item should be available for inspection.

6. Access, parking, and site conditions
You are responsible for providing safe, lawful, and reasonable access to the collection and delivery points. This includes arranging parking where necessary, obtaining any required permits, notifying neighbours or building management if needed, and ensuring that entrances, stairways, lifts, and walkways can be used safely. If parking charges, fines, tolls, or permits are incurred due to your instructions or omissions, you agree to reimburse those costs unless the charge results from our own fault.

We may refuse to move items where doing so could damage property, breach access rules, or create a safety risk. If we are unable to complete the service because access is obstructed or instructions are unclear, the booking may be treated as cancelled on arrival and charged accordingly. If you require us to wait for keys, codes, or third-party assistance, waiting time may be billable from the scheduled arrival time.

Any customer-provided instructions must be lawful and practical. If your premises have restrictions on lift use, loading bay times, noise limits, or weight limits, you must tell us in advance. We are not responsible for delays caused by site rules not disclosed before the booking. Where specialist equipment or additional labour is required because of access conditions, extra charges may apply.

7. Waste removal and legal compliance
Where our service includes waste collection, clearance, or disposal, both parties must comply with UK waste regulations. We will only handle waste that we are legally permitted and properly authorised to collect. You must not present hazardous waste, clinical waste, asbestos, chemicals, pressurised containers, batteries, oils, or other controlled materials unless we have expressly agreed in writing and are lawfully able to manage them. If prohibited waste is discovered, we may refuse collection or charge additional costs for segregation, return, or lawful disposal.

You confirm that you have the right to dispose of the items presented for clearance and that they are not stolen, fly-tipped, or subject to any ownership dispute. By booking a waste-related service, you warrant that the waste transfer information you give us is accurate to the best of your knowledge. We may ask for descriptions, photographs, or other details to ensure compliance. If your waste cannot be accepted under the law or under our licence conditions, the service may be altered or cancelled.

For commercial clients, you are responsible for any duty of care obligations that apply to your business waste, including segregation and correct description. For domestic customers, we will act in accordance with applicable waste carrier rules and disposal standards. Illegal dumping, misdescription of waste, and unlawful disposal requests will not be accepted. Where required, we may retain evidence of the waste handled, including job notes and waste transfer information, to show lawful compliance.

8. Insurance, items, and exclusions
We may carry appropriate insurance for the services we provide, but this does not guarantee cover for every type of item or loss. High-value goods, antiques, jewellery, cash, documents, sentimental items, and electronic equipment should be declared in advance. We may decline to handle certain items or may only accept them if packaged, padded, or otherwise prepared to a reasonable standard. Unless we expressly agree otherwise, fragile items remain your responsibility for suitable packing.

We are not responsible for loss or damage caused by your failure to inform us about hidden defects, special handling needs, or extraordinary value. Where items must be dismantled or reassembled, we do so only as a convenience unless separately agreed as a specialist task. Fixings, fittings, wall brackets, and unseen structural conditions may affect the outcome, and we are not liable for damage caused by pre-existing weakness or unsuitable installation.

Any claim must be supported by reasonable evidence of the item’s condition, value, and the circumstances of the alleged loss. We may require photos, invoices, or other proof. If an item is damaged while in our direct care due to our negligence, we will consider a reasonable remedy in accordance with these terms and applicable law. We do not accept liability for consequential or indirect loss.

9. Behaviour, health and safety
We expect all customers, occupants, and third parties present during the job to behave respectfully and follow reasonable safety instructions. We may stop work if anyone threatens staff, interferes with safe handling, or creates a risk to property or persons. If there are pets, children, vulnerable individuals, or access hazards on site, you must take appropriate precautions and inform us in advance where relevant.

We may ask that pathways are cleared, sharp objects are secured, and floors or surfaces are protected where reasonable. You should ensure electricity, water, and utilities are isolated where required for safe handling. If adverse conditions make it unsafe to continue, we may pause or terminate the service. Charges may still apply for time already spent, and we will not be responsible for resulting delays or incomplete work where safety concerns justify our decision.

10. Complaints and dispute handling
If you are dissatisfied with any part of the service, you should notify us promptly so we can investigate. We may request photographs, written details, or an opportunity to inspect the issue. We will aim to resolve disputes fairly and efficiently, including by offering repair, partial refund, or other reasonable remedy where appropriate and legally required. No waiver of rights will occur unless confirmed in writing.

11. Force majeure
We are not liable for failure or delay in performing our obligations where this is caused by events beyond our reasonable control. Such events may include extreme weather, fire, flood, road incidents, government restrictions, industrial action, public health emergencies, civil unrest, or utility failure. Where possible, we will notify you of the issue and offer a revised date or alternative solution.

12. Governing law and jurisdiction
These Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are acting as a consumer, you may also benefit from rights under applicable UK consumer protection legislation.

By making a booking with Man And Van Crystal Palace, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. These terms form the complete agreement between us in relation to the service, unless a written variation signed or accepted by both parties states otherwise. Any reference headings are for convenience only and do not affect interpretation.