Terms and Conditions

Pinner Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Pinner Man and Van provides man and van, removals, transport and related 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 words have the meanings set out below:

1.1 Pinner Man and Van, we, us or our means the man and van and removal service provider trading under the name Pinner Man and Van.

1.2 You or your means the customer, being the person, firm, business or company who requests or uses our services.

1.3 Services means any man and van, transport, removal, loading, unloading, packing, delivery, collection, or related services supplied by us.

1.4 Goods means the items, belongings, furniture, equipment or materials which are the subject of the Services.

1.5 Contract means the legally binding agreement between you and us for the provision of the Services, incorporating these Terms and Conditions and any agreed written quotation or confirmation.

2. Service Scope

2.1 We provide man and van and removal services for domestic and commercial customers, including but not limited to local moves, small house or flat moves, single item transport, and light commercial moves.

2.2 The specific scope of your Service, including locations, dates, times, type of vehicle, number of staff and any special requirements, will be set out in the quotation or booking confirmation supplied by us.

2.3 We reserve the right to decline or cancel any booking where the requested work is unsafe, unlawful, exceeds the permitted capacity of our vehicles or staff, or involves items which we are not permitted to carry or dispose of.

3. Booking Process

3.1 Bookings can be made by contacting us and providing the required information, including collection and delivery addresses, access details, dates, times, description and quantity of Goods, and any special handling needs.

3.2 You are responsible for ensuring that all information given at the time of booking is accurate, complete and up to date. Any changes to your details must be notified to us as soon as possible and may affect pricing and availability.

3.3 A booking is not confirmed until we have accepted your request and issued a booking confirmation or agreed quotation. We may require a deposit to secure your booking. If a deposit is required, this will be communicated to you before confirmation.

3.4 Quotations are based on the information you provide at the time of enquiry. If the actual work differs from that information, for example because of additional items, poor access, waiting times, or additional journeys, we reserve the right to revise the price accordingly.

3.5 Time estimates given for the duration of a job are for guidance only and are not guaranteed. Actual times may vary due to traffic, access, volume of Goods and other factors beyond our control.

4. Access, Parking and Your Responsibilities

4.1 You are responsible for ensuring suitable access at both collection and delivery addresses, including vehicle access, parking, lift access, stairways and corridors wide enough for items to be carried safely.

4.2 You must arrange and, where necessary, pay for any parking permits, dispensations, or similar legal parking arrangements. Any parking charges or penalties reasonably incurred by us in connection with the job due to the absence of adequate arrangements will be added to your final bill.

4.3 You must ensure that the premises are safe for our staff to work in, free from hazards and that any necessary permissions from property owners, landlords or building management are obtained in advance.

4.4 You are responsible for properly securing, packing and labelling your Goods unless a packing service has been separately agreed. Fragile or valuable items should be clearly identified to our staff.

5. Payments and Charges

5.1 Our charges may be based on fixed price quotations or hourly rates, as specified in your booking confirmation. Any additional services or time beyond what was agreed will be charged at our standard rates.

5.2 We may require a deposit at the time of booking. The amount and due date of any deposit will be confirmed to you. Deposits are generally non-refundable except as expressly set out in these Terms and Conditions or as required by law.

5.3 Unless otherwise agreed, payment of the balance is due immediately upon completion of the job. We may accept payment by cash or other methods as notified to you in advance. Cheques are accepted only by prior agreement.

5.4 If payment is not made when due, we reserve the right to charge interest on overdue amounts at the statutory rate and to withhold further services until all outstanding sums have been paid in full.

5.5 If we are required to store Goods because payment has not been made, or because delivery cannot be completed for reasons outside our control, we may charge reasonable storage and redelivery fees.

6. Cancellations and Amendments

6.1 You may cancel or amend your booking by giving us reasonable notice. All cancellations or changes must be communicated directly to us.

6.2 We operate the following cancellation policy unless otherwise agreed in writing:

a. If you cancel more than 72 hours before the agreed start time, we will usually refund any deposit paid, less any reasonable administrative costs or non-recoverable expenses already incurred.

b. If you cancel within 24 to 72 hours of the agreed start time, we may retain up to 50 percent of the estimated job value or deposit, to reflect lost booking time and preparation costs.

c. If you cancel less than 24 hours before the agreed start time, fail to be present, or do not provide access at the scheduled time, we may charge up to 100 percent of the estimated job value.

6.3 If you need to change the date, time, address or scope of the job, we will try to accommodate your request but cannot guarantee availability. Changes may result in a revised quotation or additional charges.

6.4 We may cancel or postpone a booking where we are unable to perform the Services due to circumstances beyond our reasonable control, such as extreme weather, accidents, vehicle breakdown, illness, road closures, strikes or other events of force majeure. In such cases we will notify you as soon as reasonably practicable and either rearrange the job or, if rearrangement is not possible, refund any amounts you have paid for services not provided.

7. Excluded and Restricted Items

7.1 Unless expressly agreed in writing, we do not carry or handle:

a. Hazardous, toxic, flammable, explosive or illegal substances or items.

b. Perishable goods requiring refrigeration or special storage conditions.

c. Animals, livestock or pets.

d. Cash, securities, precious metals, jewellery, watches or highly valuable personal items.

e. Items of exceptionally high value or sensitivity, including fine art, antiques or specialist equipment, unless previously declared and accepted by us.

7.2 If you request us to carry or dispose of any prohibited or restricted items without our knowledge, you assume full responsibility and indemnify us for any loss, claim, damage or expense arising as a result.

8. Waste, Disposal and Environmental Regulations

8.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste carrier and will only remove items which we are legally permitted and properly equipped to transport.

8.2 Where you request removal and disposal of unwanted items, we will clarify whether this forms part of the agreed Services, any applicable charges, and whether we can lawfully accept the items for disposal.

8.3 You must not request us to dispose of controlled, hazardous or regulated waste, including but not limited to chemicals, oils, asbestos, clinical waste or electrical items which require special handling, unless we have expressly agreed in writing and hold the appropriate authorisations.

8.4 We may refuse to remove or dispose of any items that we reasonably believe to be unsafe, unlawful to handle, or which could breach applicable waste regulations.

8.5 Where we collect items for disposal, we will use lawful and responsible disposal routes. We will not be liable for any penalties or issues arising from your prior storage, handling or illegal dumping of waste or items before we take possession of them.

9. Liability and Insurance

9.1 We will exercise reasonable care and skill in providing the Services and handling your Goods. However, all work is undertaken subject to the limitations and exclusions in this section.

9.2 Our liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, will not exceed a reasonable replacement or repair cost, subject to any limitations set out in your quotation or confirmation and any applicable insurance cover we hold.

9.3 We will not be liable for:

a. Loss or damage arising from your failure to pack, secure or protect Goods adequately where packing is your responsibility.

b. Loss or damage to items which are already defective, fragile, poorly constructed or inherently unstable.

c. Loss of data, software or digital content.

d. Indirect, consequential or economic losses, such as loss of profit, loss of business or loss of opportunity.

e. Loss or damage arising from circumstances beyond our reasonable control.

9.4 You must notify us of any loss or damage to Goods as soon as reasonably practicable and in any event within 48 hours of completion of the job, providing reasonable details and evidence. Failure to do so may affect our ability to investigate or resolve your claim.

9.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded under UK law.

10. Customer Obligations and Indemnity

10.1 You are responsible for obtaining all necessary permissions for our vehicles to enter private property, for us to access buildings, and for us to handle the Goods.

10.2 You agree not to obstruct or interfere with our staff in the performance of the Services, and not to request any action which is unsafe, unlawful or outside the scope of the Contract.

10.3 You shall indemnify us against any claims, losses, costs or expenses we incur as a result of:

a. Your breach of these Terms and Conditions.

b. Your failure to disclose relevant information about the Goods, premises or access.

c. The presence or movement of Goods which are unsafe, unlawful or improperly packaged.

11. Delays and Waiting Time

11.1 You must be present, or ensure a responsible person is present, at the agreed collection and delivery times. If we are kept waiting due to lack of access, keys, permits or instructions, we reserve the right to charge for waiting time at our standard hourly rates.

11.2 We will take all reasonable steps to arrive and complete the job within agreed timeframes, but we are not liable for delays caused by traffic, road conditions, accidents, weather, police or security checks, or other factors outside our control.

12. Complaints and Dispute Resolution

12.1 If you are dissatisfied with any aspect of our Services, you should notify us as soon as possible so that we have the opportunity to address your concerns.

12.2 We will investigate any complaint in good faith and aim to resolve matters promptly and fairly. You agree to cooperate reasonably with us during any investigation.

13. Privacy and Data

13.1 We may collect and process personal information about you, such as your name, address, contact details and job information, for the purposes of managing your booking, providing the Services and handling payments and enquiries.

13.2 We will handle your personal data in accordance with applicable UK data protection laws and will only retain it for as long as reasonably necessary for these purposes or to meet legal or regulatory obligations.

14. Variations to Terms

14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your Contract.

14.2 Any variation to these Terms and Conditions is only valid if agreed in writing by us.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any Contract between you and us are governed by and shall be construed in accordance with the laws of England and Wales.

15.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, their subject matter or formation, or any Contract made under them.

By confirming a booking or using our Services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.