Terms and Conditions

Paddington Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Man and Van provides removal and related services. By booking or using our services, you agree to be bound by these terms. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, firm or company who requests or uses our services.

Services means removal, man and van, transport, packing, loading, unloading, and related services provided by Paddington Man and Van.

Goods means the items, furniture, personal possessions, equipment, or any other property which we are required to transport, handle, or store.

Vehicle means any van or other vehicle used by Paddington Man and Van to provide the services.

Contract means the agreement between the Customer and Paddington Man and Van for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

Paddington Man and Van provides removal and man and van services for domestic and commercial customers. Our services may include loading, transporting, unloading, basic furniture positioning and, where agreed in advance, limited packing or unpacking services.

Our standard service does not include disconnection or reconnection of appliances, dismantling or reassembling of furniture, removal of doors or windows, or any specialist services, unless explicitly agreed in writing before the booking is confirmed.

We reserve the right to refuse to move any item that we reasonably consider to be unsafe, illegal, excessively heavy, or likely to cause damage to property or to our staff or vehicles.

3. Booking Process

All bookings must be made directly with Paddington Man and Van. When you make a booking request, we may ask you for accurate information about the collection and delivery addresses, access conditions, any parking restrictions, the nature and approximate volume of the goods, and any special requirements.

Your booking is only confirmed when we have provided a written or clearly communicated confirmation, which may include the date, time, estimated duration, vehicle size, number of movers, and the agreed rates or fixed price.

The Customer is responsible for ensuring that all details provided at the time of booking are complete and accurate. Any changes to the booking details must be communicated to us as soon as possible, and may result in a revised quotation or additional charges.

We reserve the right to decline any booking at our discretion, including where we believe that the job cannot be carried out safely, lawfully, or within the scope of our standard services.

4. Quotes and Pricing

We may provide estimates based on the information supplied by the Customer. If the actual work differs significantly from the information provided, we may adjust the price accordingly.

Prices may be quoted as hourly rates, fixed fees, or a combination of both. Where hourly rates apply, charges normally start from the agreed arrival time of our team at the collection address and continue until completion of unloading at the destination, including reasonable travel between addresses and any unavoidable waiting time.

Any additional services requested on the day of the move that were not included in the original quotation may be charged at our standard rates, subject to staff and vehicle availability.

5. Access, Parking and Customer Responsibilities

The Customer is responsible for ensuring suitable access at the collection and delivery addresses, including making arrangements for parking, where required. Any parking charges, fines, or penalties incurred as a result of inadequate arrangements or restrictions not disclosed in advance may be added to the final invoice.

The Customer must ensure that goods are properly packed, secured, and ready for transport, unless packing services have been explicitly agreed. Fragile or high value items should be clearly identified in advance and, where appropriate, specially packed or protected.

The Customer should be present or represented at the addresses to direct our staff and to ensure that the correct items are moved. If no one is present on arrival, waiting time or failed attendance charges may apply, and we do not accept liability for any delay or aborted work caused by the Customer or their representatives.

The Customer must ensure that all goods are ready to be moved and that nothing is left behind at the collection address. We are not responsible for checking cupboards, lofts, outbuildings, or any concealed areas unless this has been specifically requested and agreed.

6. Payments and Invoicing

Unless otherwise agreed in advance, payment is due on completion of the services on the day of the move. We may require a deposit to secure the booking, particularly for larger moves, longer bookings, or bookings at peak times.

Deposits are generally non-refundable, except where we cancel the booking without offering a reasonable alternative. Details of any deposit required and the applicable cancellation terms will be confirmed at the time of booking.

We may accept various payment methods, which will be communicated at the time of booking. The Customer is responsible for ensuring that funds are available and that payment details are correct.

Where payment is not made when due, we reserve the right to charge interest on overdue amounts at a reasonable rate, to withhold further services, and to recover any costs incurred in pursuing payment.

7. Cancellations and Changes

If the Customer needs to cancel or amend a booking, notice should be given as early as possible. Cancellation terms may vary depending on the size of the job and the amount of notice provided.

Where a booking is cancelled with short notice, we may charge a cancellation fee. As a general guide, cancellations made within 48 hours of the scheduled start time may be subject to a charge of up to a significant portion of the estimated fee, and cancellations on the day of the move may be charged at or close to the full estimated amount. Specific terms will be communicated when you book.

If we need to cancel or significantly change a booking, we will aim to notify you as soon as reasonably possible and, where feasible, offer an alternative date or time. We will not be liable for any indirect losses resulting from such rescheduling or cancellation, provided that we act with reasonable care.

8. Excluded Items

Certain items are not covered by our standard services and may not be moved under any circumstances. These include:

Explosives, firearms, ammunition, weapons, or hazardous materials.

Illegal goods or substances.

Cash, securities, jewellery, precious metals, or other high value items unless expressly agreed in writing before the booking.

Perishable goods, refrigerated or frozen food, and animals or live plants, unless otherwise agreed.

Any items that, in the opinion of our staff, present a risk to health and safety or to the vehicle.

The Customer is responsible for ensuring that none of the excluded items are placed among the goods to be moved. We accept no liability for loss or damage in respect of items which we have not specifically agreed to transport or handle.

9. Liability for Loss or Damage

We will exercise reasonable care and skill in handling, loading, transporting, and unloading your goods. However, our liability for loss or damage is subject to the limitations set out in this section.

We are not liable for any loss or damage that arises as a result of:

Poor or inadequate packing by the Customer or a third party.

Inherent defects, fragility, or pre-existing damage in the goods.

Wear and tear, gradual deterioration, or the effects of atmospheric or climatic conditions.

Handling of goods that are excessively heavy or awkward, where this has been undertaken at the Customer’s specific request and against our advice.

Acts or omissions of the Customer or their representatives, including failure to provide adequate information or instructions.

For any claim relating to loss or damage, the Customer must notify us in writing as soon as reasonably practicable and, in any event, within a reasonable time after the move. We may request evidence of the damage and the value of the affected items.

Our liability for any loss or damage to goods, property, or premises is limited to a reasonable amount, having regard to the nature and value of the items and the fees charged for the services, unless a higher level of cover has been expressly agreed in advance.

We are not liable for any indirect or consequential loss, including loss of profit, loss of use, or loss of opportunity, arising out of or in connection with the services.

10. Damage to Property or Premises

We will take reasonable care to avoid damage to walls, floors, fixtures, and fittings while carrying out the move. However, the Customer should ensure that any particularly delicate or vulnerable areas are protected in advance.

Where we are required to carry goods through narrow corridors, stairwells, or other confined spaces, there is an increased risk of scuffs or minor damage. We are not liable for cosmetic damage to such areas where this is reasonably unavoidable in the circumstances.

The Customer is responsible for ensuring that floors and surfaces are adequately protected if they are concerned about marks from normal foot traffic or from the movement of goods.

11. Waste and Disposal Regulations

Paddington Man and Van is not a general waste removal contractor. We will not collect or dispose of household waste, builders waste, or any materials requiring a licensed waste carrier, unless this has been explicitly agreed and falls within applicable regulations.

The Customer must not present waste, rubbish, or items intended solely for disposal as part of a standard removal job. Where items are identified as waste or require specialist disposal, we may refuse to move them or may agree to do so at an additional charge, subject to relevant legal requirements.

We comply with applicable waste and environmental regulations. The Customer must not request or expect us to dispose of items unlawfully, including fly-tipping or leaving goods in unauthorised locations. Any costs, penalties, or liabilities arising from such activities caused by the Customer’s instructions or misrepresentations may be charged to the Customer.

12. Delays and Events Beyond Our Control

We will make reasonable efforts to arrive at the agreed time and complete the services as scheduled. However, we are not liable for delays or failure to perform where this is caused by events beyond our reasonable control, including but not limited to traffic congestion, accidents, road closures, adverse weather, mechanical failure, industrial action, or unforeseen access issues.

If such an event occurs, we will attempt to keep you informed and, where possible, agree a revised time for performance. Our liability for any loss or inconvenience arising from such delays is limited to the refund of any portion of the service fee for work not carried out, where appropriate.

13. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should notify us as soon as possible so that we have an opportunity to address your concerns. We may ask you to confirm details of your complaint in writing.

We will investigate complaints in a fair and timely manner and will aim to reach a resolution with you directly. If a dispute cannot be resolved through our internal process, either party may seek other remedies available under applicable law.

14. Data Protection and Privacy

We collect and use personal information from Customers for the purpose of handling enquiries, managing bookings, providing services, processing payments, and improving our operations. We will take reasonable steps to keep such information secure and to use it only for legitimate business purposes.

We do not sell personal data to third parties. We may share information with third parties only where necessary to deliver the services, process payments, or comply with legal obligations.

15. Amendments to These Terms

Paddington Man and Van may update these Terms and Conditions from time to time. The version in force at the time you confirm your booking will normally apply to that booking. Any material changes will be made available on request or via our usual communication channels.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the provision of our services, are governed by and construed in accordance with the laws of England and Wales.

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 or the services provided by Paddington Man and Van.

By booking or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.