Terms and Conditions
1. About these terms
These Terms and Conditions apply to bookings and services supplied by Steve's Man and Van (“we”, “us” or “our”), as well as use of stevesmanandvan.co.uk/. By confirming a booking, you agree to the terms that apply to that booking. If anything is unclear, please contact us before the booking date.
We provide man and van hire with a driver, domestic and commercial removals, house and flat moves, student and office removals, single-item collection and delivery, motorbike transport and clearance services. We operate from Plymouth and undertake work in surrounding areas and elsewhere in the UK. Some services and moves may be available in Europe by prior arrangement.
2. Quotations and booking information
Quotes and time estimates are based on the information you provide, including the number, size and type of items, access at both addresses, floors and stairs, dismantling requirements, distance and parking arrangements. You must provide accurate and complete information before the booking is confirmed.
Please state the number of workers and the number of hours required when making an hourly booking. The website’s booking information states that booked hours are chargeable even if the job finishes earlier, and that the team may not be able to stay beyond the hours booked because of other bookings. Any additional time or work must be agreed and may be charged at the applicable hourly rate.
3. Published hourly rates
The website currently publishes the following Plymouth hourly rates for an extra-large van:
- One person and an extra-large van: £50 per hour.
- Two people and an extra-large van: £80 per hour.
- Three people and an extra-large van: £90 per hour.
Rates may be higher for work outside Plymouth. The price applicable to your booking should be confirmed with us before you proceed. If a quotation or booking confirmation gives a specific price, that agreed price will apply to the work described in it, subject to any agreed changes or additional work.
4. Deposits and payment
A booking deposit may be requested for a larger move or project and will be requested by invoice where applicable. Any deposit amount and payment deadline will be confirmed when the booking is arranged.
Unless otherwise agreed in advance, payment is due on completion of the job. The website’s published information refers to cash, card and supported digital wallet payments. If a bank transfer is agreed, cleared funds must be received before the team leaves the delivery address. Payment arrangements agreed for a particular booking will be confirmed with you.
5. Changes to items or the job
Our quotation and allocated time are based on the details supplied. If the actual number, size or type of items exceeds what was quoted, additional charges may apply at our normal hourly rate. A small difference may not cause an issue, but a substantial under-estimate or misleading description may mean that we cannot complete all the work within the time allocated. Please tell us promptly about any changes before the booking.
6. Arrival and delivery times
Arrival and delivery times are estimates. Delays can occur because of traffic, weather, access problems or earlier jobs. We will make reasonable efforts to contact you using the telephone number supplied if the team expects to arrive earlier or later than planned.
7. Loading, unloading and access
We can provide the number of workers agreed for your booking. Our published service information describes a two-person team for loading and unloading where arranged. The team will place items in the rooms you identify where reasonably possible and within the agreed service.
You are responsible for ensuring that items will fit through doorways, staircases and into the destination premises. We will not remove doors or windows to make items fit. You must arrange a suitably qualified specialist if that is required.
Unless dismantling or reassembly has been agreed in advance, you are responsible for dismantling beds, flat-pack furniture, units and other items before our arrival. Please also ensure that items are ready to be moved and appropriately prepared.
8. Parking and waiting time
You are responsible for arranging suitable and lawful parking for the van at collection and delivery addresses, including any permits required for restricted parking areas. You should tell us about parking restrictions and the location of the nearest lawful parking before the booking.
Where a parking fine is incurred because suitable parking or a required permit was not arranged by you, the fine may be charged to you. Waiting time caused by matters such as late arrival of the customer, keys not being available, items not being ready, the customer not being present or loading and unloading being delayed may be charged at the normal hourly rate for the number of workers and vans booked.
9. Packing and protection of goods
You are responsible for ensuring that items are properly packed and protected unless packing has been expressly included in your booking. Furniture should be suitably wrapped, for example with shrink wrap or bubble wrap, before transport. Our team may use removal blankets and straps, but these do not replace appropriate packing by the customer.
Please identify fragile, unusually heavy, valuable or otherwise special items before the booking so that we can consider whether they can be safely transported and whether additional arrangements are needed.
10. Damage, loss and insurance
Our website states that public liability and goods-in-transit insurance policies are held. The scope, limits, exclusions and conditions of any insurance are governed by the relevant policy and are not expanded by this statement. Please contact us before booking if you need details about cover for particular goods or circumstances.
The published booking terms state that only goods which are fully protected and damaged due to careless handling may be covered, and that damage or loss should be reported to the driver before the job is completed. Please inspect your items as soon as reasonably possible and report any apparent damage or loss promptly. Nothing in these terms removes any rights or remedies you have under applicable consumer law.
11. Garden items and plants
If you ask us to move garden items, pots or plants, a £20 cleaning charge may apply unless suitable sheeting is provided by you. This is because soil and debris can soil the equipment used for household items. Any applicable charge should be discussed before the work begins.
12. Cancellations
The published cancellation terms state that if you cancel within 24 hours of the booking date and time, you may be charged 50% of the first hour booked. If a deposit has been taken, any refund or amount retained will be dealt with in accordance with the cancellation terms agreed for your booking and applicable law.
Please contact us as soon as possible if you need to cancel or change a booking. Nothing in this section affects statutory cancellation rights that apply to a particular contract or booking.
13. Customer behaviour and safety
Abusive, threatening or violent behaviour towards our staff will not be tolerated. If the team has to leave because of such behaviour, the published terms state that the customer remains liable for the full amount due for the job. We may refuse or stop work where it is unsafe or unreasonable to continue.
14. Clearance services
For house, office, rubbish or other clearance work, the items and materials to be removed, the price and any access requirements should be agreed before the job. You must identify any items that are not to be removed and tell us about hazardous, restricted or specialist waste before the booking. We may decline materials that we are not legally or safely able to handle.
15. Our liability and consumer rights
We will exercise reasonable care and skill when providing services. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.
Where you are a consumer, your statutory rights under the Consumer Rights Act 2015 and other applicable consumer protection legislation remain unaffected. Any limitation or exclusion of liability applies only to the extent permitted by law.
16. Privacy and cookies
Our handling of personal information and use of cookies are explained in our Privacy Policy and Cookie Policy, which form part of the website information provided to customers.
17. Changes to these terms
We may update these terms from time to time. The terms applying to a confirmed booking will be those provided or agreed when that booking was made, except where a change is agreed with you or required by law.
18. Governing law
These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory rights a consumer may have to bring proceedings in another court.
19. Contact
For quotations, bookings or questions about these terms, call 07768 609 598 or use the contact form on our website.