Soho Man And Van Terms and Conditions
These Terms and Conditions set out the basis on which Soho Man And Van provides removal, delivery, transport, loading, unloading, and related man and van services in the UK. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is unclear, the customer should review them carefully before confirming a service. These terms are designed to support a clear, fair, and reliable arrangement for both the customer and the service provider.
In these terms, references to “we”, “us”, and “our” mean Soho Man And Van, and references to “you” or “the customer” mean the individual, business, or organisation requesting the service. The agreement applies to all standard bookings and any additional work agreed in writing or verbally before the service begins. The customer is responsible for ensuring that all information supplied during the booking process is accurate and complete, including access details, item descriptions, and any special handling requirements.
These terms apply to man and van services offered for domestic and commercial purposes, including single-item transport, partial moves, and general goods carriage. They do not apply to services outside the agreed scope, unless expressly confirmed by us. We may update these terms from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of booking will normally apply to that booking unless otherwise stated in writing.
Booking Process Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and, where required, received any applicable deposit, advance payment, or written acceptance. Any quotation provided before booking is based on the information supplied by the customer and may be revised if the facts change or if additional work is requested. A booking request does not create a binding contract until confirmed by us.
The customer must provide accurate details about the collection and delivery locations, parking or access restrictions, timing requirements, item sizes, item weights, and any special conditions such as stairs, lifts, narrow hallways, or fragile goods. If the customer fails to disclose relevant information, we may adjust the price, decline to proceed, or treat the booking as cancelled by the customer. We reserve the right to refuse a booking if the service requested is unsafe, unlawful, impractical, or outside our operational capacity.
Where a quote is given on an estimated basis, it may be subject to change if the volume of items, journey time, waiting time, or labour required differs from the original description. Additional charges may also apply where the customer requests extra stops, delayed access, parking fines caused by inadequate arrangements, or handling of items requiring special care. Any reasonable change will be explained before work continues, where circumstances allow. The customer’s acceptance of the service after a change is proposed will be treated as acceptance of the revised charge.
Payments Payment terms will be confirmed at the point of booking or before the service begins. Unless otherwise agreed in writing, payment is due on completion of the service or in advance where a deposit has been requested. We may accept payment by bank transfer, debit card, credit card, or other methods specified at the time of booking. Cash may be accepted only if agreed in advance. The customer is responsible for ensuring that funds are available and that payment is made in full and on time.
All prices are stated inclusive or exclusive of VAT according to the basis confirmed in the quotation or invoice. If VAT applies, it will be shown separately where required. Additional waiting time, extra labour, re-delivery, storage, disposal, parking, tolls, congestion-related costs, or other reasonable out-of-pocket expenses may be charged where they arise from the customer’s instructions, delays, or inaccurate information. We may withhold completion documentation, receipts, or further services until all sums due have been paid.
Where payment is overdue, we reserve the right to charge interest and recovery costs in accordance with applicable law. Any discount, promotional rate, or special offer is valid only for the stated period and may be withdrawn at any time before booking confirmation. If a payment method is reversed, declined, or disputed after service delivery without reasonable cause, the customer remains liable for the outstanding amount and any associated bank or administrative charges, to the extent permitted by law.
Cancellations and Changes The customer may request to cancel or amend a booking, but notice must be given as early as possible. Cancellations made within a reasonable period before the scheduled service may incur no charge or only a minimal administration fee, depending on the circumstances. If cancellation occurs after we have already allocated staff, vehicle time, or route planning, we may charge a reasonable cancellation fee to reflect our loss and committed resources. The exact fee may depend on the timing and nature of the booking.
If the customer is not present, unavailable, or unable to proceed at the agreed time and place, and we have arrived ready to perform the service, this may be treated as a late cancellation or failed attendance. In such cases, waiting charges, abortive costs, or a minimum call-out fee may apply. We will always act reasonably and proportionately when calculating any charge. If we need to cancel due to operational issues, vehicle problems, safety concerns, severe weather, or other events beyond our control, we will make reasonable efforts to rearrange the service.
Any change requested by the customer, including revised dates, times, access arrangements, item lists, or delivery addresses, must be agreed by us. Changes may affect pricing, staffing, vehicle suitability, and completion time. If we cannot accommodate the revised request, the original booking terms may remain in force or the booking may need to be cancelled in accordance with these terms. Repeated changes may be treated as a new booking and charged accordingly.
Service Performance and Customer Responsibilities The customer must ensure that all items are ready for collection at the agreed time, properly packed where appropriate, and safe to transport. Fragile, valuable, or loose items should be protected with suitable packaging unless we have expressly agreed to provide packing services. The customer is responsible for arranging suitable access, parking permissions, permits, keys, codes, and any other arrangements required to complete the job safely and efficiently. Delays caused by missing access information may result in additional charges.
We may refuse to move items that are prohibited, unsafe, illegal, excessively heavy for safe handling, or likely to cause damage to property, persons, or the vehicle. The customer must inform us in advance if any item is unusually large, delicate, hazardous, contaminated, or of high value. We are not responsible for hidden defects in goods, such as pre-existing structural weakness, internal damage, or items that fail during normal handling because they were inadequately packed or already unstable. Reasonable care will always be taken, but the customer remains responsible for disclosure and preparation.
If our team provides loading or unloading assistance, the customer should indicate any item requiring special handling before work starts. The customer should also make sure that the destination is ready to receive goods and that the path of delivery is clear and safe. Where the customer instructs us to place items in a particular location, we will do so only if it is safe and practical. We may stop or pause work if we believe continuing would risk injury, damage, or breach of law.
Liability We will exercise reasonable care and skill in providing our service. However, our liability is limited to loss or damage caused directly by our negligence, breach of contract, or wilful misconduct, subject always to applicable law. We do not accept liability for indirect loss, consequential loss, loss of profit, business interruption, missed opportunities, or loss arising from delays beyond our reasonable control. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
If any item is damaged during transit or handling and the customer believes we are responsible, the customer must notify us as soon as reasonably possible and provide details of the item, the nature of the damage, and any relevant supporting evidence. Claims should be made promptly so that the matter can be investigated fairly. We may inspect the item, packaging, and surrounding circumstances before confirming responsibility. Any settlement, repair, or replacement will be determined in accordance with the facts, applicable law, and the limits set out in these terms.
Our total liability for any single booking will not exceed the amount paid or payable for that booking, except where a higher limit is required by law. The customer must take reasonable steps to mitigate any loss or damage. We are not responsible for damage caused by items that were already defective, insufficiently packed, improperly labelled, or unsuitable for transport. Where the customer or a third party assists in lifting, packing, loading, or unloading, we are not liable for damage caused by their actions unless we were negligent in supervising the work.
Waste Regulations and Disposal Where our service includes waste removal, disposal, clearance, or transport of unwanted items, the customer must ensure that the materials are lawfully available for collection and do not include prohibited waste unless we have expressly agreed to handle it. The customer must not place hazardous, toxic, clinical, asbestos-containing, explosive, or otherwise regulated waste into a load without prior disclosure and written agreement. We may refuse any item that does not comply with applicable waste regulations or that would require specialist licensing or handling.
The customer is responsible for identifying whether any items are subject to recycling rules, data protection obligations, or restrictions on disposal. We may require the customer to confirm ownership or authority to dispose of items and to separate general waste from reusable goods, electrical items, or restricted materials. If we are instructed to dispose of waste on the customer’s behalf, we will do so in accordance with applicable law and our own operational procedures. Any unlawful disposal request will be refused. The customer indemnifies us against losses arising from inaccurate descriptions or unlawful instructions, except where caused by our negligence.
Where waste transfer documentation, receipts, or duty-of-care records are required by law or operational practice, the customer must cooperate in providing accurate information. We may charge additional fees for specialist handling, lawful disposal, or compliant processing of regulated waste streams if such work is agreed in advance. The customer acknowledges that some items, particularly electrical goods or mixed-load materials, may attract extra treatment costs. We reserve the right to isolate, reject, or return items if necessary to remain compliant with the law and safe working requirements.
Insurance, Delays, and Force Majeure We may carry insurance appropriate to the nature of the service we provide, but this does not create a guarantee against all loss. The customer is responsible for arranging any additional insurance they consider necessary for high-value, fragile, or sentimental items. We do not accept responsibility for delay or failure caused by events beyond our reasonable control, including traffic disruption, road closures, severe weather, accidents, industrial action, public emergencies, or unforeseen vehicle breakdown. In such cases, we will act reasonably to minimise the impact and, where possible, reschedule.
Any arrival or completion time given is an estimate unless expressly guaranteed in writing. We will make reasonable efforts to arrive within the planned time window, but travel conditions and job complexity may affect punctuality. If a delay occurs, we are not liable for associated losses unless the delay is caused by our negligence and results in direct loss that is recoverable under law. The customer agrees that flexibility may be needed where jobs depend on access, traffic, or the conduct of third parties.
If a situation arises that makes it impossible or unsafe to perform the service as agreed, we may suspend, postpone, or terminate the booking. Any payment already made may be applied against work completed, committed expenses, or reasonable cancellation costs. We will handle such situations in good faith and seek an outcome that is fair and lawful. Neither party will be liable for failure caused by a force majeure event, provided reasonable steps are taken to reduce the effect of the event.
Complaints and Disputes If the customer has a concern about the service, they should raise it as soon as possible so that we have an opportunity to review the issue. We may request photographs, descriptions, invoices, or other evidence relevant to the matter. We will investigate complaints fairly and aim to resolve them within a reasonable period. If a dispute cannot be resolved informally, the parties should attempt to settle the issue through good-faith discussion before taking formal action, except where urgent legal relief is required.
Nothing in these terms prevents either party from exercising rights under applicable consumer or contract law. Where the customer is a business, the parties agree to act reasonably and to limit claims to losses that are foreseeable, direct, and properly evidenced. Any failure by us to enforce a provision immediately does not mean that provision is waived. If any term is found invalid or unenforceable, the remaining terms will continue in full force to the extent permitted by law.
These terms are intended to operate alongside any written quotation, booking confirmation, or service-specific agreement. If there is a conflict, the more specific written agreement will apply to the extent of the inconsistency. Any variations to these terms must be agreed by us in writing, unless the variation is required by law. The customer should keep a copy of the booking confirmation and these terms for reference.
Governing Law These terms and any dispute or claim arising out of or in connection with them are governed by the law of England and Wales. Where the customer is based elsewhere in the UK, mandatory consumer protections of the relevant jurisdiction will apply where required by law. The parties agree that the courts of England and Wales shall have jurisdiction over any non-consumer dispute, subject to any applicable statutory rights and any contrary mandatory legal rule.
The language of the agreement is English, and any interpretation of these terms must be based on their ordinary meaning in the context of the service provided. Headings are included for convenience only and do not affect interpretation. If any law changes after a booking is made, the parties will continue to be bound by the law applicable at the relevant time, except where the new law must be applied retrospectively. These terms are intended to be practical, lawful, and suitable for a professional Soho Man And Van service.
The customer confirms that they have authority to enter into this agreement and to request the transport, handling, disposal, or delivery of the items covered by the booking. By proceeding, the customer acknowledges that they have read, understood, and accepted these Terms and Conditions. This document forms the full basis of the service contract unless varied in writing by both parties.