Camden Man And Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Camden Man And Van provides moving, transport, collection and delivery services to customers across the UK. By making a booking, confirming an order, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are intended to create a fair and clear agreement covering the booking process, payment arrangements, cancellations, liability, waste handling, and the legal framework that applies to the service.

For the purposes of these terms, the words “we”, “us” and “our” refer to Camden Man And Van, and “you” or “the customer” refers to the individual, business, or organisation making the booking. The service may include domestic removals, commercial transport, single-item moves, loading and unloading, disposal of approved items, and related labour. The exact scope of work will depend on the service selected at the time of booking and any written confirmation issued before the job starts.

All bookings are accepted subject to availability and operational suitability. We reserve the right to decline a booking if the requested service cannot be safely provided, if access conditions are unsuitable, or if the information supplied by the customer is incomplete or inaccurate. A booking is not considered final until it has been confirmed by us, either verbally, in writing, or through another agreed method of communication. Any estimates provided before confirmation are indicative only and may change if the scope, distance, waiting time, access conditions or item list differs from the information initially supplied.

1. Booking Process

When arranging a van and man service or a related moving service, you must provide accurate details about the collection and delivery addresses, the type and number of items, the floor level, parking restrictions, access limitations, timing requirements, and any special handling needs. This information helps us plan the vehicle size, staffing, and time required. If any details change before the job starts, you must notify us as soon as possible so that the booking can be adjusted. Failure to provide correct information may result in delays, extra charges, or cancellation of the service.

We may ask for photographs, item lists, or other supporting information where necessary to assess the job. In some cases, we may give an estimated time window rather than a fixed arrival time. Reasonable delays can occur due to traffic, weather, loading issues, or prior jobs overrunning. We will use reasonable efforts to attend within the agreed period, but time is not guaranteed unless expressly stated in writing. Where the customer is not present at the agreed time and location, we may charge waiting time or treat the booking as a failed attendance.

Any request for additional work not included in the original booking, such as extra loading, dismantling, carrying items over unusual distances, or revisiting a location, must be agreed before the work proceeds. Camden Man And Van may refuse to carry items that are unsafe, excessively heavy, prohibited by law, or unsuitable for the vehicle or staffing available. Our team may also refuse to complete a job where conditions create a risk to people, property, or the vehicle.

2. Payments and Charges

The price for the service will be based on the quotation, estimate, or rate confirmed at booking, together with any additional sums arising from changes in the job. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Prices may vary depending on the duration of the job, mileage, number of operatives, waiting time, congestion, parking costs, disposal charges, and any unexpected increase in the scope of work. Any extra charges will be explained where reasonably practicable before they are incurred.

Payment must be made in full by the method agreed at booking. We may require a deposit or card pre-authorisation to secure the booking. Unless otherwise agreed, outstanding balances are payable on completion of the service. If an invoice is issued, it must be paid by the due date shown on the invoice. We may suspend future services, withhold further bookings, or take recovery action where payment is overdue. The customer is responsible for ensuring that the payment method used is valid and that sufficient funds are available.

In the event of late payment, we may charge interest and reasonable recovery costs to the extent permitted by law. If a customer disputes an invoice, they must raise the issue promptly and provide supporting information. The undisputed portion of the invoice remains payable. Any discount, promotional offer, or special rate applies only to the specific booking for which it was granted and may be withdrawn if the customer changes the job details or cancels outside the permitted time frame.

3. Cancellations, Rescheduling and Customer Responsibilities

Customers may request to cancel or reschedule a booking by giving notice as early as possible. If a cancellation is made before the team has been dispatched, we may waive any cancellation fee at our discretion or apply the fee set out in the booking confirmation. If the cancellation occurs after dispatch or when the team has already arrived, a greater charge may apply to cover time, travel, and preparation costs. Where a deposit has been paid, it may be retained in full or in part depending on the notice given and the work already undertaken.

Should the customer need to change the date, time, collection point, delivery point, or service type, we will try to accommodate the request, but rescheduling is subject to availability. If the new arrangement requires additional labour, vehicle size, or time, the price may be revised accordingly. Camden Man And Van is not responsible for losses caused by changes the customer makes at short notice, including missed deadlines, missed access slots, or costs paid to third parties.

Customers must ensure that the relevant premises are ready for the service. This includes arranging access, clearing pathways where possible, obtaining parking permissions if needed, and making sure that items are packed suitably for transit unless packing has been included in the service. Fragile items should be protected appropriately. We may refuse to move loose, unsafe, leaking, or poorly secured items. If the customer asks us to move items despite visible damage or instability, it will be at the customer’s risk unless our team acts negligently.

4. Liability and Limitations

We will take reasonable care when handling goods and property, but our liability is limited to the extent allowed by law. Camden Man And Van is not liable for loss or damage caused by events outside our reasonable control, including severe traffic disruption, road closures, adverse weather, strikes, accidents involving third parties, or failures in parking access not caused by us. We are also not responsible for indirect or consequential losses, such as loss of earnings, loss of business, missed appointments, or emotional distress, except where such exclusion is not permitted by law.

Where we are liable for damage or loss, our responsibility will normally be limited to the direct value of the affected item or the cost of repair, whichever is lower and reasonable in the circumstances. Customers must notify us of any alleged damage or shortage as soon as reasonably possible, and in any event within a reasonable period after completion of the job. Where possible, evidence such as photographs, item descriptions, or receipts should be supplied. Claims made long after the service may be difficult to investigate and may not be accepted.

We are not liable for damage to items that were already defective, improperly packed, inadequately protected, or unsuitable for transport. This includes items with hidden weaknesses, loose fittings, pre-existing scratches, broken components, or internal damage not visible from the outside. Customers are encouraged to remove personal data, cash, valuable documents, and irreplaceable items before the move. Unless agreed in writing, we do not accept responsibility for the contents of boxes, drawers, bags, or sealed containers.

5. Waste Regulations and Prohibited Items

If the service includes disposal, clearance, or the removal of unwanted items, the customer must ensure that the waste presented for collection is lawful to handle and accurately described. Camden Man And Van operates in accordance with applicable UK waste legislation and may only collect, transport, or dispose of waste where it is lawful to do so. We may request information about the nature of the materials, and we reserve the right to refuse any load that we suspect contains hazardous, illegal, contaminated, or incorrectly described waste.

Customers remain responsible for confirming that they have the right to dispose of any items handed over for removal. Mixed waste, electrical items, furniture, building debris, green waste, and other materials may be subject to different handling requirements and disposal charges. Some items require specialist treatment or must be taken to licensed facilities only. The customer must not include hazardous substances, asbestos, chemicals, medical waste, pressurised containers, gas bottles, solvents, batteries, oils, or any item restricted by law unless we have expressly agreed in writing that we can lawfully accept it.

Where waste transfer or disposal records are required, we may issue or retain the relevant documentation in line with legal obligations. The customer agrees to provide accurate details and to cooperate with any lawful checks that may be needed. If the customer misdescribes waste, conceals prohibited material, or asks us to dispose of items unlawfully, they will be responsible for any resulting loss, penalty, cleaning cost, enforcement action, or third-party claim. We may also report unlawful waste activity to the relevant authority where required or appropriate.

6. Service Standards, Access and Conduct

Our team will act professionally and with reasonable care, but the customer must also cooperate to ensure the service can proceed efficiently. This includes giving clear instructions, keeping children and pets safe, ensuring access routes are usable, and avoiding interference with the loading process. If there are stairs, narrow hallways, lift restrictions, long carries, or difficult parking conditions, these should be disclosed in advance. If undisclosed access issues materially increase the workload, additional charges may apply.

We may use subcontractors, temporary staff, or third-party support to perform part or all of the service. Any such personnel will be subject to a duty to perform the work with reasonable skill and care. We may take photographs for operational, quality, or claims-handling purposes, including pre-existing condition checks and proof of delivery, provided this is done lawfully and with appropriate regard to privacy and data protection requirements.

The customer must not abuse, threaten, or obstruct our personnel. We may suspend or terminate the service without refund where staff safety is compromised or where the customer’s conduct makes completion unreasonable. If completion becomes impossible due to customer conduct, inaccurate information, or lack of access, the customer may remain liable for work already carried out and for any incurred costs.

7. Complaints, Changes and Termination

Any complaint should be raised as soon as reasonably possible so that we can investigate the issue and, where appropriate, attempt a practical resolution. We may ask for supporting evidence and may need a reasonable period to review the matter. Nothing in these terms prevents the customer from exercising any statutory rights that cannot be excluded. We may amend these terms from time to time, and the version in force at the time of booking will apply to that service unless otherwise agreed in writing.

We may terminate or refuse service where the customer breaches these terms, provides misleading information, fails to pay, or creates a health and safety risk. If termination occurs, we may charge for work already performed and for reasonable expenses incurred. Any waiver of a right by us on one occasion does not prevent us from enforcing that right later. If any part of these terms is found to be unenforceable, the remaining provisions will continue in effect.

These Terms and Conditions form the full agreement between the parties in relation to the services described in the booking, subject to any written variation signed or confirmed by both parties. No statement made before the booking will override these terms unless expressly incorporated in writing. Customers are responsible for reading and understanding the terms before confirming a booking.