Terms and Conditions

Canary Wharf Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Canary Wharf Man and Van provides man and van and removal services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

1.1 "Company" means Canary Wharf Man and Van, the provider of the man and van and removal services.

1.2 "Customer" means the person, firm or organisation who requests or uses the services of the Company.

1.3 "Services" means any man and van, removal, transportation, loading, unloading, packing, or related services provided by the Company.

1.4 "Goods" means any items, property or belongings that are the subject of the Services.

1.5 "Service Area" means the locations in which the Company offers its removal and man and van services, which may include Canary Wharf and surrounding areas as determined by the Company from time to time.

1.6 "Contract" means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions.

2. Booking Process

2.1 The Customer may request a quotation for Services by providing accurate and complete information about the Goods, the addresses involved, access conditions, time and date required, and any other relevant details.

2.2 Quotations are based on the information supplied by the Customer. If the information provided is inaccurate or incomplete, the Company reserves the right to amend the quotation or charge reasonable additional fees to reflect the actual work required.

2.3 A booking is only confirmed when the Company has issued a written or verbal confirmation and, where required, the Customer has paid any applicable deposit or prepayment. Until confirmation, any quotation is an invitation to treat only and not a binding offer.

2.4 The Customer is responsible for checking the booking details, including dates, times, addresses, service type, and estimated duration. Any errors must be notified to the Company as soon as possible, and any changes are subject to availability and may affect the price.

2.5 The Company reserves the right to refuse a booking without giving a reason, including where the Goods are unsafe to transport, illegal, or exceed the Company’s capacity or insurance limits.

3. Services and Access

3.1 The Company will use reasonable care and skill in performing the Services and will seek to carry out the work at the times agreed. Any times specified for arrival or completion are estimates only and are not guaranteed, particularly where traffic or access issues arise within the service area.

3.2 The Customer must ensure that there is suitable access at all collection and delivery points. This includes arranging any parking permits, loading bay access, lift bookings, or permissions as required by building management or local authorities.

3.3 If suitable parking or access is not available, the Company may charge waiting time or additional fees, or in extreme cases may refuse to carry out the Service, in which case a cancellation fee may apply.

3.4 The Customer is responsible for ensuring that all Goods are ready for removal when the team arrives, unless packing services have been booked and confirmed by the Company.

3.5 The Company will not be responsible for dismantling or reassembling furniture or disconnecting or reconnecting appliances unless this has been expressly agreed in advance as part of the Services.

4. Customer Responsibilities

4.1 The Customer must ensure that all Goods to be moved are adequately packed, protected and ready for transport, unless packing services have been booked.

4.2 The Customer must remove or secure any personal documents, cash, jewellery, valuable items, or items of sentimental value. Such items are carried entirely at the Customer’s risk unless specifically declared and agreed in writing by the Company prior to the Service.

4.3 The Customer warrants that they are the owner of the Goods or have the authority of the owner to enter into the Contract and to allow the Company to perform the Services.

4.4 The Customer must not request the Company to transport any illegal, hazardous, perishable, explosive, or otherwise restricted items including but not limited to firearms, drugs, flammable liquids, gases, and live animals.

4.5 The Customer is responsible for complying with all relevant regulations at the collection and delivery addresses, including any building rules related to moving and the use of lifts and common areas.

5. Payments and Charges

5.1 Charges for the Services may be calculated on a fixed price or hourly rate basis, or a combination of both, as set out in the quotation and confirmation.

5.2 Unless otherwise agreed, hourly rate bookings are charged from the time the team is scheduled to arrive at the first address until completion of unloading at the final address, including any waiting time caused by the Customer or their representatives.

5.3 The Customer must pay any required deposit or prepayment by the method specified by the Company. The balance, if any, is payable on completion of the Services or in accordance with any agreed payment terms.

5.4 The Company reserves the right to charge reasonable additional fees where:

5.4.1 the Services take longer than estimated due to incomplete or inaccurate information supplied by the Customer;

5.4.2 there are unexpected access issues such as stairs, long walking distances, or parking restrictions not previously notified;

5.4.3 additional Goods are included that were not originally specified; or

5.4.4 the work involves additional services not originally agreed.

5.5 All amounts due must be paid in full without any set-off or deduction. Ownership of any Goods shall not be transferred to the Company and the Company shall have a lien over the Goods until full payment is received.

5.6 Where payment is not made when due, the Company may charge interest on overdue amounts at a reasonable rate and may recover any costs of collection, including legal fees.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company. The effective date of cancellation is when the Company acknowledges the Customer’s notice.

6.2 The following cancellation charges may apply, unless otherwise stated in writing:

6.2.1 If cancellation is made more than 48 hours before the scheduled start time, any deposit paid may be refundable or transferable at the Company’s discretion, less any reasonable administrative costs.

6.2.2 If cancellation is made between 24 and 48 hours before the scheduled start time, the Company may retain all or part of the deposit to cover allocated resources and lost bookings.

6.2.3 If cancellation is made less than 24 hours before the scheduled start time, or if the Customer fails to be present or to provide access at the agreed time, the Company may charge up to the full quoted amount.

6.3 Where the Customer wishes to change the date, time, or scope of Services, this will be subject to availability and may result in an adjusted quotation. The Company is not obliged to accommodate any change request.

6.4 The Company may cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, accidents, road closures, vehicle breakdowns, or staff sickness. In such cases, the Company will seek to reschedule the Service or provide a refund of any deposit or prepayment received, and this will be the Company’s sole liability.

7. Liability and Insurance

7.1 The Company will take reasonable care of the Goods whilst they are in its custody and control. However, the Company’s liability for loss of or damage to Goods shall be limited as set out in this clause.

7.2 The Company shall not be liable for:

7.2.1 loss or damage arising from defective or inadequate packing carried out by the Customer or any third party;

7.2.2 loss or damage to fragile items where no special packing or handling instructions were given in advance;

7.2.3 any pre-existing damage, wear and tear, or inherent defects in the Goods;

7.2.4 indirect or consequential loss, including loss of profits, loss of use, or loss of enjoyment;

7.2.5 loss of or damage to items of high value, including but not limited to jewellery, watches, precious metals, securities, financial documents, artwork, antiques, and collectibles, unless specifically declared and agreed by the Company in writing before the Service.

7.3 The Company’s total liability for any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the lower of:

7.3.1 the value of the Goods directly affected at the time of the loss or damage; or

7.3.2 a reasonable sum reflecting the insurance cover maintained by the Company for such Services.

7.4 The Customer should arrange additional insurance cover for Goods where their value exceeds the limits of the Company’s liability or where the Customer requires wider protection.

7.5 The Customer must notify the Company in writing of any loss or damage as soon as reasonably practicable and in any event within 7 days of completion of the Services. Failure to notify within this period may prejudice the Company’s ability to investigate and may affect any claim.

7.6 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be limited or excluded.

8. Delays and Time Limits

8.1 While the Company will make reasonable efforts to adhere to agreed schedules, arrival and completion times are estimates only and may be affected by traffic, parking, building access and other external factors within the wider service area.

8.2 The Company shall not be liable for any delay in performing or failure to perform the Services where such delay or failure is due to causes beyond its reasonable control.

8.3 If the Company reasonably believes that completing the Services would put staff, vehicles, property or Goods at risk of damage or injury, the Company may suspend or adapt the Services, or request additional assistance or fees, as appropriate.

9. Waste, Disposal and Environmental Regulations

9.1 The Company is not a licensed waste carrier unless otherwise stated and will not remove, transport or dispose of household or commercial waste in breach of applicable waste regulations.

9.2 The Customer must not request the Company to dispose of controlled, hazardous or regulated waste including, but not limited to, chemicals, paint, asbestos, clinical waste, gas cylinders, fridges and freezers containing refrigerants, or electrical items that require specialist recycling, unless the Company has expressly agreed to provide such services in compliance with relevant regulations.

9.3 Where the Customer requests disposal of furniture, appliances or other items, the Company may agree to transport them to an authorised facility or reuse scheme. Any disposal charges, recycling fees or third-party costs will be payable by the Customer in addition to the standard Service charges.

9.4 The Customer is responsible for ensuring that any items presented for removal or disposal can be legally transported and disposed of and that any necessary documentation is available. The Company may refuse to handle any item that it reasonably believes may breach waste or environmental laws.

9.5 The Company aims to operate in an environmentally responsible manner within its service area and may, at its discretion, prioritise reuse, recycling or donation where practicable.

10. Complaints and Dispute Resolution

10.1 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 addressed promptly.

10.2 The Company will investigate any complaint in good faith and may request supporting information, photographs or other evidence. The Customer shall cooperate with any reasonable investigation.

10.3 The Company may, at its discretion, offer a remedy which may include repair, replacement, partial refund or other appropriate resolution, having regard to these Terms and Conditions and any applicable law.

11. Data Protection and Privacy

11.1 The Company may collect and process personal information about the Customer for the purpose of providing the Services, administering bookings, processing payments, and handling queries or complaints.

11.2 The Company will handle such information in accordance with applicable data protection laws and will take reasonable steps to protect it from unauthorised access or disclosure.

11.3 The Customer agrees that their contact details may be used by the Company for essential communication relating to their booking and for service-related updates.

12. General Provisions

12.1 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or representations.

12.2 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

12.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary to deliver the Services.

12.4 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

13. Governing Law and Jurisdiction

13.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.

13.2 Any dispute arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By proceeding with a booking or using the Services of Canary Wharf Man and Van, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.