Pinner Man And Van Terms and Conditions
These Terms and Conditions set out the basis on which Pinner Man And Van provides man and van, removals, collection, transport, and related moving services in the UK. By making a booking, confirming a quote, or allowing our team to begin work, the customer agrees to be bound by these terms. If any part of these terms is not clear, the customer should review them carefully before placing a booking. These terms are intended to create a fair, practical, and lawful arrangement between the customer and Pinner Man and Van, while protecting both parties during the moving process.
For the purposes of these terms, “customer” means the person or business booking the service, and “goods” means any items, furniture, boxes, equipment, waste, or materials to be moved, collected, delivered, or disposed of. References to the service include manual handling, loading, unloading, transport, and any agreed additional support. A booking is only considered confirmed once the required details have been provided and the booking has been accepted by us.
We reserve the right to refuse or withdraw service where a booking is incomplete, inaccurate, unsafe, unlawful, or outside the scope of our operations. The customer is responsible for ensuring that all information given at the point of booking is correct, including the addresses, access arrangements, item descriptions, dates, and any special requirements. If the details change, the customer must notify us as soon as possible so we can assess whether the service can still be completed as agreed.
Booking Process
A booking with Pinner Man And Van may be requested by phone, email, online form, or any other method we make available from time to time. A quote may be provided based on the information supplied by the customer, including the size and number of items, distance, access conditions, parking arrangements, and whether extra labour or equipment is needed. Any quote is based on the details provided at the time and may change if the actual job differs from the description given.
Once the customer accepts a quotation, we will confirm the booking subject to availability and to receipt of any required deposit or advance payment. Confirmation may be verbal or written. The customer should check the agreed date, time, pick-up point, delivery point, and service description carefully. If there is any mistake in the confirmed information, the customer must notify us immediately. We are not responsible for delays or extra charges caused by inaccurate information supplied by the customer.
We may request additional information before confirming a job, especially where the move involves heavy items, fragile goods, restricted access, long carrying distances, parking challenges, or disposal of waste. We also reserve the right to update the booking if weather, traffic, access restrictions, or other operational issues require a reasonable adjustment. The customer agrees to ensure that the premises are ready for the scheduled arrival time and that all items to be moved are properly packed or protected unless packing has been specifically included in the service.
Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Charges may be calculated on the basis of hourly rates, fixed rates, mileage, vehicle size, number of operatives, waiting time, congestion, parking restrictions, disposal costs, or other agreed factors. Where a quotation is given, it is based on the scope of work described at the time of booking. If the job takes longer than expected, requires additional vehicles, or involves extra work not included in the original quote, the customer may be charged an additional fee.
Payment terms will be confirmed at the time of booking. In most cases, payment is due on completion of the service, although we may require a deposit, part payment in advance, or full prepayment for certain jobs, including short-notice bookings, disposal work, or larger removals. Accepted payment methods may include bank transfer, card payment, or cash, depending on the arrangement agreed. The customer is responsible for ensuring that payment is made in full and on time.
If payment is not received when due, we reserve the right to charge reasonable recovery costs, interest, or administrative fees where permitted by law. Any unpaid balance may also result in suspension of future services. If a customer disputes a charge, they should raise the matter promptly and provide the basis of the dispute. Legitimate disputes will be reviewed in good faith, but payment obligations are not suspended unless we expressly agree otherwise in writing.
Cancellations, Postponements, and Amendments
Customers may cancel or amend a booking by notifying us as soon as possible. Because schedules, vehicles, and labour are reserved in advance, cancellation charges may apply. If a booking is cancelled with sufficient notice, any deposit may be refundable at our discretion, subject to any non-recoverable costs already incurred. Where a booking is cancelled at short notice, we may retain part or all of the deposit or charge a cancellation fee to reflect lost time and preparation costs.
For same-day cancellations, late cancellations, or failure to provide access at the agreed time, the customer may be charged the full or partial booked amount. This applies where our team attends the site but cannot complete the work because of the customer’s actions or omissions, including missing keys, blocked access, unpaid parking, inaccurate address information, or unprepared goods. We will always act reasonably when assessing cancellation charges, taking into account the timing and circumstances of the cancellation.
We may need to postpone or reschedule a job due to circumstances beyond our control, including vehicle breakdown, severe weather, road closures, staff illness, safety concerns, or legal restrictions. Where this happens, we will make reasonable efforts to offer an alternative time or date. We are not liable for inconvenience caused by such events, provided we act reasonably and keep the customer informed. A customer may request a change to the booking, but any amendment is subject to availability and may affect the price.
Liability and Customer Responsibilities
The customer must ensure that all goods are suitable for transport and that any fragile, valuable, or hazardous items are clearly identified. The customer should remove batteries, fuel, gas canisters, sharp objects, and other dangerous contents where applicable and should not include prohibited items unless specifically agreed and lawfully transportable. The customer is responsible for packing items adequately unless packing has been included in the agreed service. We are not responsible for damage caused by unsuitable packaging, overfilled boxes, weak furniture, or inherent defects in the items being moved.
Our team will take reasonable care when handling goods, property, and access areas. However, because moving work involves physical handling, narrow spaces, and the transport of varied items, some risk is unavoidable. We are not liable for minor scuffs, scratches, dents, or wear and tear that arise despite reasonable care, especially where access is difficult or items are unusually heavy, unstable, or poorly packed. Any claim for loss or damage must be reported to us as soon as reasonably possible and in any event within a reasonable time after completion of the service.
Our liability for direct loss or damage caused by our negligence will be limited to the lower of the actual loss proven or the amount recoverable under any applicable insurance arrangements, except where liability cannot legally be excluded or limited. We do not accept liability for indirect or consequential losses, including loss of earnings, missed appointments, business interruption, emotional distress, or loss of opportunity. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Waste, Disposal, and Environmental Regulations
Where the service includes collection or disposal of waste, the customer must be honest and accurate about the nature of the materials. Waste must be described correctly so that we can determine whether it may be lawfully handled, transported, or taken to an approved site. We only accept waste that can be managed in accordance with applicable UK waste regulations, environmental rules, and duty-of-care requirements. The customer remains responsible for ensuring that the waste is theirs to dispose of or that they have authority to instruct disposal.
We will not collect or transport hazardous, illegal, or restricted materials unless expressly agreed in writing and only where lawful and properly permitted. This includes, but is not limited to, asbestos, chemicals, solvents, oils, medical waste, gas bottles, explosives, pressurised containers, and items contaminated with dangerous substances. If prohibited waste is presented, we may refuse collection, remove the item from the job, or charge for wasted attendance if appropriate.
Where waste is removed, the customer agrees that the waste transfer process may require correct classification, segregation, and documentation. We may ask questions about origin, composition, and quantity to meet our legal obligations. If the customer misdescribes waste or conceals hazardous materials, the customer may be liable for any costs, penalties, claims, or losses arising from that misdescription. We may also report unlawful waste activity where required by law. Materials left with us for disposal become subject to the agreed transfer of responsibility once lawfully accepted.
Access, Delays, and Site Conditions
Customers must provide safe and reasonable access to the property, including parking arrangements where possible, clear pathways, and any gate codes, floor information, or entry instructions needed for the job. If parking permits, tolls, congestion charges, or access fees are required, the customer is responsible for arranging them unless otherwise agreed. Any waiting time caused by access issues, delays in obtaining entry, or unfinished packing may be charged at the applicable rate.
We may refuse to move items that appear unsafe to handle or likely to cause damage to people, property, or vehicles. This includes items that are too heavy for safe manual handling without additional equipment, items that are unstable, or goods that may leak, break, or contaminate other belongings. Our team may advise on practical alternatives, but the decision to proceed will always depend on safety and reasonable working conditions. The customer must also ensure that pets, children, and bystanders are kept clear of the work area where possible.
If the customer requests us to enter a property or move an item in a way that appears unlawful or unsafe, we may refuse without liability. We are entitled to pause work if conditions become unsafe, if the customer gives instructions that conflict with these terms, or if the actual scope of work differs significantly from the agreed booking. Any additional time, materials, or labour caused by changes to site conditions may be charged separately.
Claims, Complaints, and Insurance
Any claim relating to loss, damage, delay, or incomplete service should be made promptly so that the issue can be investigated while the facts are still available. The customer should provide supporting information, including photos where relevant, and should take reasonable steps to reduce further loss. We may need to inspect the item, packaging, property, or relevant documents before deciding whether any claim is valid. Failure to report an issue promptly may affect our ability to assess it fairly.
We aim to resolve disputes in a practical and professional way. If a complaint arises, the customer should first give us the chance to review the matter and offer a suitable response. Any agreed remedy may include a repair, replacement, partial refund, or other fair solution depending on the circumstances. Our decision will take account of the nature of the loss, the evidence provided, and the extent to which the customer contributed to the problem. This does not remove any legal rights the customer may have under applicable consumer law.
We may maintain insurance appropriate to the nature of the services we provide, but insurance does not create unlimited liability or guarantee recovery for every possible loss. Customers are encouraged to arrange their own cover for high-value, rare, sentimental, or business-critical items. Any special insurance requirement must be agreed in advance and may incur an additional charge. Where the customer does not declare unusually valuable items, our standard liability position will apply.
General Terms and Governing Law
We may update these Pinner Man and Van terms from time to time to reflect changes in law, operational practice, or service offerings. The version in force at the time of booking will normally apply to that booking, unless a later change is required by law or expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will operate as a waiver of that right.
These terms form the entire agreement between the customer and us in relation to the booking, subject to any written variation we may agree. The customer may not transfer rights or obligations under the contract without our consent. We may assign or subcontract aspects of the work where reasonable to do so and where the standard of service is maintained. Any reference to “we”, “us”, or “our” means the service provider operating under the Pinner Man And Van name.
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms and conditions in relation to the services requested.
