Our terms and conditions
BOOKING DEPOSIT – 25%
A 25% booking deposit is required to confirm your booking with Andy Van Man where your removal date depends on a property sale or purchase. The deposit must be paid once our quotation has been accepted.
Once a removal date is agreed, please keep us updated with any changes. If the date needs to change, your deposit can normally be transferred to a new date provided we receive at least 3 working days’ notice, subject to our availability.
At 9:00am, 3 working days before your agreed removal date, the deposit will normally be retained and will not be transferable to a different date. If the removal is then postponed or cancelled, the deposit will normally be retained. Any new removal date will require a new booking and deposit.
Full terms and conditions apply.
1. QUOTATIONS AND PRICES
1.1 All quotations are based on the information provided to ANDY VAN MAN REMOVALS at the time of quotation.
1.2 Our quotations are intended to provide a fixed price for the agreed work. The price quoted by ANDY VAN MAN REMOVALS is the price you pay for the agreed work, provided that the information supplied to us is accurate and the work required remains as described.
1.3 If the work required materially differs from the information provided, or if the customer requests additional services, additional charges may apply. Any additional charges will be discussed and agreed where reasonably practicable before the additional work is undertaken.
1.4 Quotations do not include work that has not been specifically agreed, including additional dismantling, reassembly, packing, unpacking, specialist lifting or other additional services.
2. ACCESS, PARKING AND PROPERTY PREPARATION
2.1 The customer is responsible for providing suitable access to the property and ensuring that there is reasonable access for our vehicles and workers.
2.2 Customers should arrange suitable parking as close as reasonably possible to the property. Any parking restrictions, permits, loading restrictions, access restrictions or other relevant issues should be disclosed to us before the removal.
2.3 The customer must ensure that entrances, hallways, stairways and other routes to be used are reasonably clear before our arrival.
2.4 Where access is restricted, unusually difficult or materially different from the information provided when the quotation was given, this may affect what can safely be moved and may result in additional charges where additional work is requested and agreed.
3. PACKING AND PREPARATION
3.1 Unless specifically agreed in advance, the customer is responsible for packing their own belongings.
3.2 Loose items should be packed, boxed or otherwise prepared for safe transportation before our arrival.
3.3 If loose or inadequately prepared items present a risk of damage or injury, we may decline to move those items unless suitable preparation is carried out or additional packing work is agreed.
3.4 We do not normally clear loose belongings out of rooms, cupboards or other areas unless this has been specifically agreed in advance.
3.5 Beds should be stripped of bedding before our arrival and bedding should be packed away unless we have agreed otherwise.
4. ACCESS, MANOEUVRING, DISMANTLING AND RISK
4.1 We will use reasonable care when moving furniture and other goods.
4.2 Customers must provide accurate information about the size, weight, construction and condition of items where reasonably known.
4.3 The customer should tell us before the removal about any unusually large, heavy, fragile, awkward or difficult-to-move items.
4.4 We will not be required to force, drag, twist, bend, squeeze or otherwise manoeuvre an item through an opening or route where we reasonably believe doing so could cause injury, damage to the item or damage to the property.
4.5 Customers must not instruct, pressure or require our workers to force an item through an unsafe route, even where the customer says that they accept responsibility for any resulting damage.
4.6 Where an item cannot safely be moved in its assembled condition, we may determine that dismantling is necessary before it can be moved.
4.7 Dismantling and reassembly are not included in the quotation unless specifically stated or subsequently agreed. Additional charges may apply where additional dismantling, reassembly or specialist work is required.
4.8 Where ANDY VAN MAN REMOVALS agrees to dismantle and/or reassemble furniture, we will take reasonable care when doing so. However, successful reassembly cannot always be guaranteed, particularly where an item is old, has previously been assembled or dismantled, has been modified or repaired, is damaged, has missing or failed fixings, or has a construction that does not permit reliable reassembly.
4.9 Where an item cannot be successfully reassembled because of its age, construction, condition, previous assembly or dismantling, missing or damaged components or fixings, pre-existing defects, modifications, repairs or other circumstances not caused by a failure by ANDY VAN MAN REMOVALS to take reasonable care, we will not be responsible for the resulting inability to reassemble the item.
4.10 We may refuse to move an item where we reasonably determine that it cannot safely be moved using the available access, equipment and reasonable methods.
5. PROPERTY CONDITION AND EASILY DAMAGED SURFACES
5.1 Customers are responsible for informing us of fragile surfaces, recently decorated areas, delicate flooring, newly fitted doors, freshly painted walls or other property features that may require particular care.
5.2 We will take reasonable care to avoid unnecessary damage to the property.
5.3 We cannot guarantee that walls, paintwork, door frames, bannisters, flooring or other surfaces will remain completely free from marks or minor scuffs where access is unusually tight or where physical movement makes some contact reasonably unavoidable.
5.4 This is particularly relevant to newly built or recently decorated properties where paintwork and other finishes may be more susceptible to marking.
6. FURNITURE THAT WILL NOT FIT
6.1 The customer is responsible for providing accurate information about the dimensions and location of large furniture where reasonably known.
6.2 The fact that an item previously fitted through a doorway, staircase or other route does not guarantee that it will fit through the same route on a later occasion.
6.3 Property alterations, replacement doors, frames, bannisters, flooring, walls, extensions or other changes may affect available clearance.
6.4 Furniture may also have been altered, repaired, reassembled differently or otherwise changed since it was originally installed.
6.5 If an item cannot safely be moved despite reasonable attempts to identify a suitable route or solution, it may have to remain where it is.
7. ATTENDANCE WHERE AN ITEM CANNOT BE MOVED
7.1 If ANDY VAN MAN REMOVALS attends a booked removal or collection and is ready and able to carry out the agreed work, but an item cannot reasonably or safely be moved because of unsuitable access, insufficient clearance, size, weight, condition, the need for dismantling or another circumstance that was not disclosed or could not reasonably have been identified when the quotation was provided, the agreed charge remains payable, subject to applicable consumer law.
7.2 We will make reasonable efforts to identify a safe and practical solution where possible.
7.3 Where additional dismantling, specialist equipment or other work may provide a solution, we may offer this as additional work at an agreed additional charge.
7.4 We are not required to undertake unsafe work merely because the customer wants the item moved.
7.5 The customer may decline additional work or charges, but if this means that the item cannot be moved, the original agreed charge remains payable where we attended and were ready to carry out the agreed removal service.
7.6 These provisions do not apply where ANDY VAN MAN REMOVALS has failed to provide the agreed service for reasons within our responsibility.
8. CUSTOMER RESPONSIBILITIES
8.1 The customer must provide accurate information relevant to the removal, including the properties involved, access arrangements and significant items to be moved.
8.2 The customer is responsible for ensuring that the property is reasonably ready for the agreed removal service.
8.3 The customer must not conceal relevant information which could reasonably affect the price, safety or practicality of the removal.
8.4 The customer must ensure that any necessary permissions, access arrangements, parking permissions or building-management requirements have been dealt with before the removal.
9. CUSTOMER-PACKED GOODS
9.1 Goods packed by the customer are not covered by goods-in-transit liability where damage or loss arises from inadequate, unsuitable, insecure or unknown customer packing, or from the condition or contents of the package which ANDY VAN MAN REMOVALS could not reasonably verify.
9.2 Customers should use suitable boxes, containers and protective materials appropriate to the goods being transported.
9.3 We cannot reasonably verify the contents or condition of sealed boxes or containers packed by the customer.
9.4 Customers should not pack prohibited, hazardous or unsuitable items for transportation.
10. OWNERSHIP OF GOODS
10.1 The customer confirms that they are entitled to instruct ANDY VAN MAN REMOVALS to move the goods.
10.2 Where goods belong to another person, the customer confirms that they have appropriate authority to arrange their removal.
11. GOODS WE DO NOT NORMALLY MOVE
11.1 We reserve the right to refuse to move goods which present an unreasonable risk to people, property, vehicles or other goods.
11.2 We may refuse to move hazardous, illegal or otherwise unsuitable items.
11.3 We do not normally move items such as dangerous substances, explosives, firearms or other prohibited goods.
11.4 Household rubbish, unwanted furniture and items intended for disposal are not included in a standard removal unless specifically agreed.
11.5 ANDY VAN MAN REMOVALS provides house clearance services, including full or partial clearances of household contents, including following bereavement.
11.6 Where disposal of unwanted items is agreed as part of a clearance or removal, disposal will be handled in accordance with the agreed service and applicable waste-management requirements.
12. ELECTRICAL EQUIPMENT AND DOMESTIC APPLIANCES
12.1 Electrical equipment and domestic appliances include, but are not limited to, televisions, computers, tablets, monitors, games consoles, fridges, freezers, washing machines, tumble dryers, dishwashers, cookers, ovens, microwaves and similar equipment.
12.2 The fact that an electrical item or appliance does not operate following transportation does not, by itself, establish that ANDY VAN MAN REMOVALS caused the fault.
12.3 Where an electrical item or appliance is alleged to have developed a fault following the removal, we may reasonably investigate the circumstances and request evidence of its condition before the removal and the nature of the alleged fault.
12.4 Where appropriate, we may request an independent inspection, engineer’s report or repair assessment to establish the likely cause of the fault.
12.5 Where evidence establishes that damage or a fault was caused by ANDY VAN MAN REMOVALS’ handling, the matter will be considered in accordance with these Terms and applicable law.
12.6TVs, Monitors and Screens
For TVs, computer monitors and other similar screens to be fully covered by our insurance, customers are required to either:
– Bubble wrap the item thoroughly before our arrival; or
– Pack the item in its original manufacturer’s packaging.
Where a TV or monitor has not been appropriately bubble wrapped or placed in its original packaging, we will still take reasonable care of the item and will protect it using our own removal blankets and appropriate protective materials during the move. However, in the event of breakage, our maximum liability for any TV or monitor that has not been prepared as required above will be £50 per item.
Customers remain responsible for ensuring TVs and monitors are suitably prepared for removal before our arrival.
13. CANCELLATION AND POSTPONEMENT
13.1 Customers should provide as much notice as reasonably possible if they need to cancel or postpone a booking.
13.2 Where a cancellation or postponement causes us to incur reasonable costs or prevents us from carrying out other booked work, we may seek to recover reasonable losses where permitted by law and where this has been properly explained and agreed.
13.3 Any cancellation charges will be proportionate to the circumstances and will not exceed what is reasonably necessary to cover our legitimate loss or costs, subject to applicable consumer law.
14. PAYMENT
14.1 Payment must be made by the payment method agreed at the time of booking or otherwise agreed between the parties.
14.2 Any deposit or advance payment will be confirmed at the time of booking.
14.3 Payment may be made before the removal or on the day of the removal. Unless otherwise agreed in writing, the outstanding balance must be paid by the agreed payment method while ANDY VAN MAN REMOVALS’ workers are still at the job and before they leave the property.
14.4 Where additional work is requested and agreed, any additional charge will be payable in accordance with the payment arrangements agreed for that work.
15. LIABILITY AND ASSESSMENT OF DAMAGE
15.1 ANDY VAN MAN REMOVALS will take reasonable care when handling customers’ goods.
15.2 Where ANDY VAN MAN REMOVALS is responsible for damage to an item, any compensation will be assessed on the basis of the reasonable cost of repair or, where repair is not reasonably possible, the item’s reasonable current value, taking into account its age, condition and normal wear and tear.
15.3 Compensation will not automatically be based on the cost of purchasing a brand-new replacement where the damaged item was previously used.
15.4 We will consider the circumstances of each claim individually, including the condition and age of the item before the removal.
15.5 Normal wear and tear, pre-existing damage, inherent defects and deterioration caused by age are not damage caused by the removal.
15.6 Where an item is already damaged, defective, fragile or in poor condition before the removal, this may affect any subsequent claim.
15.7 Where repair is reasonably possible, reasonable repair costs may be considered rather than the cost of complete replacement.
15.8 Customers remain responsible for taking reasonable steps to minimise any loss following damage.
15.9 Nothing in these Terms is intended to exclude or limit any liability which cannot legally be excluded or limited.
16. FRAGILE, VALUABLE AND EXCLUDED ITEMS
16.1 Customers should tell us before the removal about particularly fragile, valuable or unusual items.
16.2 Jewellery, cash, important documents, passports, personal records and other highly valuable or irreplaceable personal items should normally be transported by the customer.
16.3 Where we agree to transport a particularly fragile or valuable item, any specific arrangements or limitations will be discussed before the removal.
17. COLLECTION AND DELIVERY TIMES
17.1 We will provide an estimated arrival or collection time where reasonably practicable.
17.2 Removal and delivery times can be affected by traffic, weather, access, delays at previous jobs and other circumstances outside our reasonable control.
17.3 Customers should allow reasonable flexibility around estimated arrival and completion times.
17.4 ANDY VAN MAN REMOVALS does not charge a separate “key wait” fee. Our agreed quotation covers the agreed removal service.
17.5 Where a delay is caused by circumstances outside our reasonable control, we will make reasonable efforts to keep the customer informed.
18. PROPERTY DAMAGE
18.1 We will take reasonable care when moving goods through properties.
18.2 Customers should identify particularly vulnerable areas or surfaces before work begins.
18.3 Customers should remove or secure fragile decorations, ornaments and other items which may obstruct access.
18.4 Where an item must pass through a restricted route, some physical contact with walls, door frames, bannisters or other surfaces may be unavoidable.
18.5 The customer acknowledges that moving large or heavy furniture through restricted spaces can create a risk of minor marks or scuffs, particularly where access is tight or surfaces are especially susceptible to damage.
19. CLAIMS AND DAMAGE
19.1 Any claim relating to damage or loss should be reported to ANDY VAN MAN REMOVALS as soon as reasonably possible after the removal.
19.2 Customers should provide photographs and other reasonable evidence where available.
19.3 We may reasonably request evidence of the item’s condition before the removal, particularly where the alleged damage or fault was not visible at the time of delivery.
19.4 In relation to electrical equipment or appliances where a fault is alleged but there is no visible physical damage, we may request reasonable evidence or an independent assessment to help establish whether the fault was caused by the removal.
19.5 We will consider genuine claims fairly and in accordance with these Terms and applicable law.
20. SINGLE-ITEM AND LARGE-ITEM COLLECTIONS
20.1 Single-item and large-item collections are subject to the same reasonable access, safety and handling requirements as full removals.
20.2 The customer must provide accurate information about the item, including its approximate dimensions, weight, location and access requirements where reasonably known.
20.3 Where an item requires dismantling to be safely removed, this must be agreed before or during the collection where reasonably practicable.
20.4 Additional dismantling, specialist equipment or other additional work may incur an additional agreed charge.
20.5 If we attend and are ready to carry out the agreed collection but the item cannot safely be removed because of the item itself or the access circumstances, the agreed charge remains payable, subject to applicable law.
21. SUBCONTRACTING AND WORKERS
21.1 ANDY VAN MAN REMOVALS may use employees, casual workers, self-employed workers or subcontractors to assist in providing the agreed services.
21.2 All persons working on behalf of ANDY VAN MAN REMOVALS will be expected to carry out the agreed work with reasonable care and skill.
22. CIRCUMSTANCES OUTSIDE OUR CONTROL
22.1 We will not be responsible for delays or inability to carry out work caused by circumstances beyond our reasonable control.
22.2 Such circumstances may include severe weather, road closures, accidents, breakdowns, unexpected access restrictions, emergency situations or other events which could not reasonably have been prevented.
22.3 Where possible, we will make reasonable efforts to minimise disruption and rearrange the service.
23. SERVICES PROVIDED BY ANDY VAN MAN REMOVALS
23.1 ANDY VAN MAN REMOVALS provides domestic and commercial removal services.
23.2 We also provide house clearance services, including full or partial clearances of household contents and clearances following bereavement.
23.3 We may provide single-item and large-item collection and transportation services.
23.4 Where agreed, unwanted furniture and other household contents may be removed as part of a clearance or additional service.
23.5 ANDY VAN MAN REMOVALS holds the appropriate waste carrier licence for waste activities undertaken as part of its services.
23.6 We do not provide international or overseas removals, customs clearance or storage services unless expressly agreed otherwise in writing.
24. COMPLAINTS
24.1 We aim to resolve any concerns fairly and promptly.
24.2 Customers should contact ANDY VAN MAN REMOVALS as soon as reasonably possible if they have a complaint about the service.
24.3 We will investigate genuine complaints and consider the circumstances and available evidence before reaching a decision.
25. ENTIRE AGREEMENT
25.1 These Terms, together with the quotation and any specific written agreements made with the customer, form the agreement between the customer and ANDY VAN MAN REMOVALS.
25.2 Any specific arrangements agreed in writing for a particular removal will take precedence over a general provision of these Terms where they directly conflict.
26. GOVERNING LAW
26.1 These Terms are governed by the law of England and Wales.
26.2 Any dispute will be subject to the jurisdiction of the courts of England and Wales, subject to any rights the customer may have under applicable consumer law.
27. STATUTORY RIGHTS
27.1 Nothing in these Terms is intended to remove or restrict any statutory rights or protections that apply to the customer.
27.2 Where any provision of these Terms is found to be unenforceable or unfair, the remaining provisions will continue to apply to the extent permitted by law.