Paddington Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Man And Van provides removal, transport, and related moving services within the United Kingdom. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions apply to domestic and commercial moves, single-item transport, loading and unloading assistance, and any additional services agreed in writing before the job begins.

For the purposes of these Terms and Conditions, references to “we,” “us,” and “our” mean Paddington Man And Van, and references to “you” or “the customer” mean the person booking the service or any person acting on their behalf. The agreement is designed to be clear and practical, so that each moving service can be carried out safely, lawfully, and with reasonable expectations on both sides.

If any part of these terms is unclear, the customer should raise it before the booking is confirmed. The service may involve lifting, carrying, loading, securing, transporting, and unloading goods, and the customer accepts that moving work can sometimes be affected by weather, traffic, building access, parking, or delays beyond our control. Nothing in these terms seeks to exclude rights that cannot lawfully be excluded under UK law.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request and, where required, received any deposit or advance payment agreed at the time of booking. A booking may be made by phone, email, online enquiry, or any other method we specify from time to time. The customer must provide accurate information about the items to be moved, collection and delivery addresses, access conditions, floor levels, parking restrictions, and any special handling requirements.

Quotations are normally based on the information supplied by the customer. If the details are incomplete or inaccurate, we may revise the quote, adjust the schedule, or decline to carry out the service if safe performance is not reasonably possible. Any estimate may be based on time, volume, vehicle size, manpower, and the type of items involved. Unless expressly stated otherwise, quotations are valid for a limited period and may change if the scope of work changes.

We reserve the right to refuse or cancel a booking if the service requested is unlawful, unsafe, not reasonably practicable, or outside the scope of our usual operations. The customer must ensure that someone is present to authorise the work, confirm the items to be moved, and sign off the completion if required. Where keys, access codes, permits, or building approval are needed, the customer is responsible for arranging them in advance unless we have agreed otherwise in writing.

Payments

Payment terms will be confirmed during the booking process. In most cases, payment is due on completion of the job unless an advance payment, deposit, or staged payment plan has been agreed. We may accept bank transfer, card payment, cash, or other methods stated at the time of booking. All sums are payable in pounds sterling unless otherwise agreed.

If a deposit is required, the booking may not be secured until the deposit has cleared. Any unpaid balance must be settled immediately on completion unless we have agreed a different payment date in writing. We may charge reasonable interest or recovery costs on overdue sums where permitted by law. If third-party fees arise because of parking charges, congestion charges, tolls, waiting time, storage, or additional labour caused by circumstances outside our control, the customer must pay those costs if they were not included in the original quotation.

Where a customer pays by card or transfer, they confirm that they are authorised to use the chosen payment method. We may withhold delivery of goods where payment has not been made in full and may use any lawful means available to recover outstanding balances. Prices are exclusive of VAT unless stated otherwise, and any VAT due will be shown where applicable.

Cancellations and Amendments

The customer may cancel or amend a booking by giving notice as early as possible. Cancellations made shortly before the scheduled time may result in a cancellation charge to cover reserved labour, vehicle allocation, and administrative costs. Unless a different cancellation policy is stated in the quotation, the following approach may apply: no charge for cancellations made with sufficient notice, a partial charge for late cancellations, and a fuller charge where the team has already been dispatched or work has begun.

We may cancel or reschedule a booking if there is a serious safety concern, adverse weather that materially affects safe transport, vehicle failure, staff unavailability, or any event outside our reasonable control. In such cases, we will try to offer an alternative time. We are not responsible for indirect losses caused by cancellation or delay, except where liability cannot be excluded by law. If the customer changes the scope of work on the day, additional charges may apply and the timing may need to be revised.

We do not guarantee that all requests for changes can be accommodated, especially where the new arrangement requires more time, a different vehicle, or additional staff. If the customer fails to be present, fails to provide access, or prevents the work from being carried out, this may be treated as a late cancellation or wasted journey. In such circumstances, reasonable charges may apply.

Service Standards and Customer Responsibilities

The customer must ensure that goods are ready for collection, suitably packed where appropriate, and free from hidden hazards. Fragile items should be packed with care, and the customer should inform us in advance if items are especially valuable, unusually heavy, difficult to move, or likely to require specialist equipment. We may refuse to handle items that are not properly packed, are unsafe to move, or could damage property or injure persons.

The customer is responsible for making sure that items fit through access routes, stairways, lifts, doors, and vehicle loading areas. We are not liable for delays or extra labour caused by inadequate access information or by obstacles that were not disclosed before the job. If we are asked to disassemble or reassemble furniture, disconnect appliances, or handle technical tasks, this will only be done if agreed in advance and within the limits of our competence and equipment.

Liability

We will take reasonable care when handling the customer’s belongings and property. However, because removals can involve multiple variables, our liability is limited to loss or damage directly caused by our proven negligence or breach of contract. We are not responsible for pre-existing damage, ordinary wear and tear, inadequate packing by the customer, hidden defects, or damage arising from items being overloaded, unstable, or unsuitable for transport.

Where the customer packs their own goods, they accept responsibility for the condition of the contents and the adequacy of the packaging. Unless we have expressly agreed to provide packing services, we do not accept liability for damage to items inside boxes or containers that are not visibly damaged from the outside. The customer should make sure that valuable, breakable, or sentimental items are insured appropriately.

If damage or loss occurs, the customer must notify us as soon as reasonably possible and, in any event, within a reasonable period after completion of the service. We may require evidence such as photographs, receipts, or a written description of the item and the circumstances. Any claim must be limited to the direct loss actually suffered, subject to any agreed limits of liability and any mandatory rights under UK law.

Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. We do not accept responsibility for indirect or consequential losses, such as loss of profit, loss of business, loss of opportunity, or emotional distress, except where such exclusion is prohibited by law. Customers are strongly encouraged to arrange adequate insurance for their belongings and premises.

Waste Regulations

If the service includes removal of unwanted items, disposal of rubbish, or transport of waste, the customer must ensure that the waste has been correctly described in advance. We operate in accordance with applicable UK waste laws and may require details about the type, quantity, and origin of waste before accepting the job. We may refuse to carry waste that is hazardous, restricted, illegal to transport, or unsuitable for our service.

The customer confirms that any waste handed over to us is lawfully presented for collection and that they have the right to dispose of it. Where required, the customer must separate general waste from recyclable materials and provide any information necessary for lawful handling. We may charge extra where waste disposal requires special handling, multiple trips, licensing-related costs, or transfer station fees. The customer must not include hazardous substances, asbestos, chemicals, oils, medical waste, gas cylinders, batteries, or electrical equipment unless we have expressly agreed in advance and are permitted by law to transport such items.

We may pass waste to authorised carriers, facilities, or disposal partners where necessary. The customer understands that improper waste disposal can create legal consequences, and they agree to provide accurate information and cooperate with any reasonable compliance checks. If the customer misdescribes waste or places prohibited materials among ordinary household items, they may be liable for any resulting costs, fines, or losses to the extent permitted by law.

Delays, Parking, and Access

Time estimates are intended as estimates only and not guaranteed arrival or completion times unless specifically agreed in writing. Delays may occur because of traffic, road closures, parking limitations, building restrictions, weather, or other events outside our control. Where we are delayed by circumstances caused or contributed to by the customer, reasonable waiting-time or rescheduling charges may apply.

The customer is responsible for arranging suitable parking and access for our vehicle unless we have agreed to do this for them. If parking permits, loading bays, or site permissions are needed, the customer must secure them in advance. If access is restricted or a vehicle cannot be parked safely or legally, we may need to adjust the service, use a smaller vehicle, work from a greater distance, or refuse to proceed if doing so would be unsafe or unlawful.

Customer Conduct

The customer must treat our staff with respect and must not expose them to abuse, threats, violence, harassment, or discriminatory behaviour. Our team may stop work immediately if they believe that continuing would be unsafe or unreasonable. In such circumstances, the customer may still be charged for the time spent, travel costs, and any additional expense already incurred.

The customer must ensure that children, pets, and bystanders are kept clear of moving areas where possible. They should also make sure that pathways are clear and that fragile surfaces are protected if needed. We reserve the right to refuse to lift items that are too heavy, poorly secured, or likely to cause injury without suitable equipment.

Any instruction from the customer that appears unsafe, unlawful, or outside the scope of the agreed service may be declined. If we agree to proceed despite a potential risk at the customer’s request, this does not remove our right to act in accordance with health and safety duties or to stop work if circumstances change.

Complaints

If the customer is dissatisfied with any aspect of the service, they should notify us promptly so that we have a reasonable opportunity to investigate and, where appropriate, remedy the issue. Evidence, details of the incident, and photographs may assist with the review. We aim to handle complaints fairly and in a timely manner, but any resolution will be subject to the actual facts, these terms, and applicable law.

Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with 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 the law requires otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These Terms and Conditions form the entire agreement between the customer and Paddington Man And Van in relation to the relevant service, unless otherwise agreed in writing. No failure or delay by us in enforcing any right shall operate as a waiver of that right. By booking a service, the customer acknowledges that they have had the opportunity to review these conditions and accept them as part of the contract for the moving service.