Swiss Cottage Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Swiss Cottage Man and Van provides man and van, moving, and related services to private and business customers. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Swiss Cottage Man and Van, the provider of the services described in these terms.
1.2 "Customer" means any individual, partnership, company or organisation that requests or uses the services of the Company.
1.3 "Services" means any man and van, removal, collection, delivery, loading, unloading, packing, or related services provided by the Company.
1.4 "Goods" means any items, belongings, furniture, boxes, equipment, or materials that are handled, transported, or stored by the Company on behalf of the Customer.
1.5 "Booking" means a confirmed request for Services made by the Customer and accepted by the Company.
2. Scope of Services
2.1 The Company provides man and van and removal services, including the loading, transportation and unloading of Goods, within its service area and to other UK destinations as agreed at the time of booking.
2.2 Any additional tasks, such as dismantling or reassembling furniture, packing or unpacking boxes, or carrying items above a reasonable distance or number of floors, must be expressly agreed in advance and may attract additional charges.
2.3 The Company reserves the right to refuse to move any Goods that, in its reasonable opinion, are unsafe, illegal, excessively heavy, inadequately packed, or likely to cause damage to property, vehicles, or other Goods.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels. A Booking is not confirmed until the Company has accepted it and, where applicable, any required deposit has been paid.
3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including collection and delivery addresses, access details, parking restrictions, the nature and quantity of Goods, and any special handling requirements.
3.3 Quotations are based on the information supplied by the Customer. If the information is inaccurate or incomplete, the Company reserves the right to adjust the quotation or charge additional fees on the day of the move.
3.4 Quotations are usually provided as estimates and do not constitute a fixed price unless expressly stated. Time-based bookings will be charged according to the hourly rates and minimum booking periods advised by the Company.
4. Access, Parking and Customer Responsibilities
4.1 The Customer must ensure that adequate access is available at both collection and delivery addresses, including clear hallways, staircases, lifts, and doorways of sufficient size for the Goods.
4.2 The Customer is responsible for arranging and paying for any necessary parking permits, suspensions, or authorisations required for the Company’s vehicle. Any parking fines or penalties incurred due to incorrect or insufficient arrangements may be charged to the Customer.
4.3 The Customer must be present, or represented by an authorised person, at both the collection and delivery addresses to supervise the move, provide instructions, and confirm that the Services have been completed.
4.4 The Customer is responsible for securing and protecting their property and premises, including floors, walls, and doorframes, and for identifying any pre-existing damage prior to the commencement of work.
5. Packing and Preparation of Goods
5.1 Unless specifically agreed, the Company does not provide packing services and will expect all Goods to be properly packed and secured by the Customer prior to collection.
5.2 Fragile items such as glass, mirrors, electronics, artwork, and antiques must be carefully wrapped and protected. The Company will not be liable for damage caused by inadequate or improper packing by the Customer.
5.3 The Customer must ensure that all boxes and containers are suitably strong, closed, and labelled where appropriate. Overloaded or damaged boxes may be refused or carried at the Customer’s risk.
5.4 Refrigerators and freezers must be emptied and defrosted in advance of the move. The Company will not be liable for any loss of contents or damage caused by liquids left inside appliances.
6. Payments and Charges
6.1 The Customer agrees to pay the Company’s charges as quoted or as otherwise agreed prior to the provision of Services. Charges may be based on hourly rates, fixed prices, distance, volume, or a combination of these.
6.2 The Company may require a deposit at the time of booking. Deposits are non-refundable unless otherwise stated in these Terms and Conditions.
6.3 Payment methods will be communicated by the Company and may include card payments, bank transfers, or other accepted forms of payment. Cash payments, where accepted, must be made at the start or end of the job as agreed.
6.4 Unless otherwise agreed in writing, full payment is due on completion of the Services. For business customers with approved accounts, payment terms will be as stated on the invoice.
6.5 If payment is not made on the due date, the Company reserves the right to charge interest on the outstanding amount and to withhold delivery of Goods or any further Services until full payment has been received.
7. Cancellations, Amendments and Waiting Time
7.1 If the Customer wishes to cancel or amend a Booking, they must notify the Company as soon as possible through the same channel used for the Booking or another agreed communication method.
7.2 Cancellations made with sufficient notice, as specified by the Company at the time of booking, may be made without charge or with a reduced charge. Cancellations made at shorter notice may result in the loss of any deposit and/or the charging of a cancellation fee to cover the Company’s costs.
7.3 If the Customer is not present at the agreed time, if access is not available, or if the Company is unable to commence work due to reasons beyond its control, waiting time may be charged at the standard hourly rate or part thereof.
7.4 If the Customer significantly changes the scope, distance, or nature of the job on the day of the move without prior agreement, the Company may adjust the charges accordingly or, if necessary, refuse to undertake the additional work.
8. Customer Property in Transit
8.1 The Company will take reasonable care in handling and transporting Goods but does not guarantee that Goods will not move or sustain minor marks during normal transit.
8.2 The Customer is responsible for ensuring that all valuables, important documents, cash, jewellery, and irreplaceable items are kept with them and not packed with general Goods, as these may not be covered by any limited liability offered by the Company.
8.3 The Customer must check that nothing has been left behind at the collection address. The Company does not accept responsibility for items not loaded, missed, or left in cupboards, lofts, or outbuildings.
9. Excluded and Dangerous Goods
9.1 The Company will not carry or handle any items that are illegal, dangerous, explosive, corrosive, highly flammable, or otherwise hazardous, including but not limited to gas cylinders, fuel, chemicals, paint, firearms, ammunition, or illegal substances.
9.2 The Customer must not pack or present for removal any items of the type described in clause 9.1. If such items are discovered, the Company may remove or refuse to transport them and may report any illegal items to the relevant authorities.
9.3 The Company reserves the right to charge for any loss, damage, or cost arising from the presence of prohibited items among the Goods.
10. Waste and Environmental Regulations
10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste collection provider and will not remove or dispose of household refuse, rubble, chemicals, or other controlled waste unless separately agreed and appropriately authorised.
10.2 Where the Company agrees to remove unwanted items, furniture, or materials, these will be treated as waste only where lawful and where the Company is permitted to do so. Additional charges may apply for disposal, recycling, or transfer to authorised facilities.
10.3 The Customer must not request or expect the Company to dispose of waste illegally, including fly-tipping or using unauthorised locations. Any such request will be refused and may result in cancellation of the Services without refund.
10.4 The Customer remains responsible for any items or waste that the Company is not expressly contracted to remove or dispose of.
11. Liability and Limitations
11.1 The Company will exercise reasonable skill and care in providing the Services. However, the Company’s liability for loss or damage to Goods, property, or premises is limited as set out in this section.
11.2 The Company will not be liable for loss or damage arising from: - inadequate or improper packing by the Customer; - normal wear and tear, minor scuffs, or scratches that occur despite reasonable handling; - the dismantling or reassembly of furniture where original instructions or fittings are unavailable; - the movement of bulky or awkward items requested by the Customer through tight spaces or unsuitable routes; - electrical or mechanical derangement of appliances or equipment unless caused by physical impact due to the Company’s negligence.
11.3 The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of income, or loss of enjoyment, arising from delay, damage, or failure to perform its obligations.
11.4 If the Company is found liable for loss of or damage to Goods due to its negligence, such liability may be limited to a reasonable amount per item or per job, reflecting the estimated value of the Goods and the charges paid for the Services, unless a higher level of cover has been expressly agreed in advance.
11.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or any other liability that cannot be excluded under applicable law.
12. Delays and Force Majeure
12.1 The Company will use reasonable efforts to adhere to agreed dates and times but cannot guarantee arrival or completion times. Traffic, weather conditions, accidents, breakdowns, or other circumstances beyond the Company’s control may cause delays.
12.2 The Company shall not be liable for any loss or inconvenience caused by delays or failure to perform its obligations where such delays or failures result from events beyond its reasonable control, including but not limited to extreme weather, road closures, strikes, public disturbances, or acts of government.
13. Claims and Complaints
13.1 Any visible loss or damage to Goods or property should be reported to the Company’s team as soon as reasonably possible, and noted at the time of completion wherever practical.
13.2 The Customer must submit any formal complaint or claim in writing to the Company within a reasonable time after the Services have been completed, providing full details and supporting evidence where available.
13.3 The Company will review complaints and, where appropriate, may request further information or evidence before reaching a decision. The Company may offer repair, replacement, or reasonable compensation where liability is accepted.
14. Data Protection and Privacy
14.1 The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, providing Services, processing payments, and handling enquiries or complaints.
14.2 The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary to provide the Services, comply with legal obligations, or where the Customer has given consent.
15. Termination
15.1 The Company may terminate or suspend a Booking or ongoing Services with immediate effect if the Customer commits a serious breach of these Terms and Conditions, behaves abusively towards staff, requests illegal activity, or fails to make required payments.
15.2 In the event of termination due to the Customer’s breach, the Company may retain all or part of any sums paid and may charge for any work already carried out or costs incurred.
16. Governing Law and Jurisdiction
16.1 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.
16.2 The courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising from or related to these Terms and Conditions or the Services provided by the Company.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17.2 The failure or delay of the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
17.3 These Terms and Conditions form the entire agreement between the Company and the Customer in relation to the Services and supersede any prior agreements, understandings, or representations, whether oral or written.
17.4 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking, unless otherwise agreed in writing.
