Terms and Conditions for Pimlico Man And Van Services

These Terms and Conditions set out the basis on which Pimlico Man And Van provides moving, transport, loading, unloading, and related man and van services within the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before placing a booking, as they explain the booking process, payment rules, cancellation terms, liability limits, waste handling requirements, and the law that applies to the service.

In these Terms and Conditions, “we”, “us”, and “our” refer to Pimlico Man And Van. “Customer”, “you”, and “your” refer to the person or business placing the order or receiving the service. These terms apply to all standard removals, single-item transport, collections, deliveries, and associated labour, unless we agree otherwise in writing.

Any quotation or estimate issued by us is based on the information provided by the customer at the time of enquiry. If the details change, the price, vehicle size, staffing, timing, or service scope may also change. We aim to keep our terms clear and fair, while allowing the flexibility needed for a practical moving service.

1. Booking Process

A booking is considered provisional until we have confirmed the details and, where applicable, received any deposit or advance payment requested. To complete a booking, you must provide accurate information about the collection and delivery addresses, access conditions, item sizes and weights, parking restrictions, preferred timing, and any special handling requirements. If you fail to disclose relevant information, we may revise the quotation, delay the service, or decline to proceed if the job cannot safely or reasonably be completed.

We may ask for photographs, inventory details, floor levels, lift access information, or evidence of any items requiring careful handling. This helps us allocate the correct vehicle and crew for the task. The customer is responsible for ensuring that access routes are clear and that suitable parking is available where required. Any parking charges, permits, congestion-related costs, or third-party access fees arising from the job are the customer’s responsibility unless we agree otherwise in writing.

The booking is only binding when we confirm it by phone, email, message, or another written method. We reserve the right to refuse a booking if the service requested falls outside our operational capacity, involves unsafe access, involves prohibited items, or presents a risk to staff, property, or the public. We may also make reasonable operational changes where traffic conditions, weather, staff availability, or other practical issues require rescheduling or adjustment of the service.

2. Service Standards and Customer Responsibilities

We will provide the service with reasonable care and skill, using appropriately trained staff and suitable vehicles. The customer must ensure that all items handed over for transport are fit for carriage and properly packed unless packing forms part of the agreed service. Fragile items, loose fittings, disassembled furniture, glass, electronics, liquids, valuables, and items with pre-existing damage should be identified in advance. We are not responsible for concealed defects or weaknesses in items that have not been disclosed.

Where heavy, bulky, or awkward items are involved, you must tell us in advance so that the right number of operatives and the appropriate moving equipment can be arranged. If the work becomes more complex than described, we may pause the job, amend the service, or charge an additional fee for extra labour, waiting time, or specialist handling. We are not obliged to move items that are unsafe, excessively heavy, unstable, or likely to cause damage to property or injury to persons.

Customers must also ensure that items are ready for collection at the agreed time. Delays caused by missing keys, incomplete packing, poor access, extended loading times, or incorrect directions may result in waiting charges or a revised booking schedule. If the customer or an authorised representative is not present when needed, we may proceed based on the instructions already provided, provided it is safe and reasonable to do so.

4. Cancellations, Postponements, and No-Shows

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the size and nature of the job, but shorter-notice cancellations are more likely to incur charges. If we have already allocated staff, reserved a vehicle, or begun travel to the collection point, we may charge for costs already incurred, including minimum call-out fees and wasted time.

If you cancel a same-day or next-day booking after we have committed resources, the full or substantial portion of the quoted fee may be charged. If access is not available, no one is present, or the job cannot begin because the customer has not prepared the site or items, this may be treated as a customer cancellation or no-show. In such cases, any deposit may be retained and further charges may apply to cover time and travel costs.

Where we need to cancel or postpone due to operational reasons, vehicle breakdown, severe weather, staff illness, safety concerns, or events outside our reasonable control, we will aim to notify you as soon as practicable and offer an alternative time where possible. Our liability for cancellation caused by such circumstances is limited to the return of any pre-paid amount for the cancelled portion of the service, unless the law requires otherwise.

5. Liability and Damage

We will take reasonable care when handling your belongings and property, but liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by items that were inadequately packed, already defective, incorrectly assembled, overfilled, poorly wrapped, or inherently fragile, unless the damage was caused by our proven negligence. The customer remains responsible for securing insurance cover where they consider it appropriate.

We are not liable for indirect or consequential losses, including loss of earnings, loss of business, missed appointments, emotional distress, or loss of opportunity. Our liability for any claim arising from the service will normally be limited to the cost of the affected item, the repair cost, or the amount paid for the relevant part of the service, whichever is lower, except where the law does not allow such limitation. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

If you believe damage has occurred, you must notify us as soon as reasonably possible and provide supporting evidence, such as photographs and a description of the issue. You must also take reasonable steps to prevent the problem from getting worse. Claims should be made promptly so that we can inspect the situation, assess responsibility, and decide whether repair, replacement, or a refund is appropriate. Failure to report damage promptly may affect the outcome of any claim.

7. Access, Safety, and Property Protection

Safety is a priority during every man and van booking. The customer must ensure that the premises are safe for loading and unloading, with adequate lighting, secure flooring, and unobstructed routes wherever reasonably possible. If the environment is unsafe, we may stop work until the hazard is removed or we may leave the site and treat the event as a customer cancellation if the problem cannot be resolved promptly. We may refuse to move items that pose a health and safety risk.

We are not responsible for minor scuffs, marks, or incidental wear that may occur during the normal handling of furniture and household items, provided reasonable care has been taken. Where items need to be dismantled or reassembled, this will only be done if agreed in advance and only to the extent that the item is suitable for such work. Customers should remove personal items, secure drawers and doors, and empty unsuitable contents before the move begins.

If our staff believe that an item may damage property, cause injury, or be unsafe to move, we may decline to move it or may ask the customer to sign a disclaimer before proceeding. Any instruction from the customer to proceed against our advice is accepted entirely at the customer’s risk, except where we act negligently or unlawfully. We reserve the right to suspend work until adequate protection, assistance, or clarification is provided.

8. Complaints, Force Majeure, and General Provisions

If you are unhappy with any aspect of the service, you should notify us as soon as possible so that we can review the matter. We will consider complaints in good faith and may request supporting information. We aim to resolve issues fairly and within a reasonable time. No complaint process limits any statutory rights you may have under UK consumer law.

We are not responsible for delays or failures caused by events beyond our reasonable control, including severe weather, road closures, accidents, industrial action, fire, flood, government restrictions, or utility failures. In such cases, performance may be delayed, suspended, or adjusted without penalty, and we will work with you to find a practical solution where possible.

If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No waiver, delay, or failure to enforce any term shall be treated as a waiver of future rights. These terms may be updated from time to time, and the version in force at the time of booking will apply unless a later version is expressly agreed in writing.