Terms and conditions.

1. Company details and definitions

1. Men With Van is a trading name of QUE REMOVAL LTD, company number 12263472, VAT number GB 364389562, registered office at 3rd Floor The Pinnacle, Station Way, Crawley, England, RH10 1JH.
2. In these terms, "we", "us" and "our" mean QUE REMOVAL LTD trading as Men With Van. "You" and "your" mean the customer named on the booking. "Goods" means the items we agree to pack, handle or transport.
3. You can contact us at info@menwithvan.com or 02031036927.

2. What forms the contract

1. The contract consists of the accepted quotation, booking confirmation, any written variation agreed by us, and these terms.
2. If documents conflict, a specific written variation agreed after booking takes priority, followed by the booking confirmation, accepted quotation and these terms.
3. Website estimates and van-size guidance help with planning but are not a booking until we accept the request and the required payment clears.
4. You must be at least 18 and authorised to arrange the move and make decisions about the goods and properties involved.

3. Quotations and clear pricing

1. Your quotation is based on the information supplied, including addresses, extra stops, vans, movers, booked hours, mileage, stairs, lift access, congestion-zone status, packing choice and VAT.
2. The total including VAT is shown before online payment. Optional services or later changes are charged only where selected, requested, reasonably required because the booking information changed, or otherwise agreed.
3. A quotation may be corrected before acceptance if it contains an obvious calculation or input error. If we identify an error after acceptance, we will explain it and offer a fair choice to accept the corrected quotation or cancel for a refund of sums paid for services not supplied.
4. Where exact third-party costs cannot be known in advance, such as parking, tolls or storage, we will explain how they will be calculated and provide evidence where reasonably available.
5. Quotes remain open for the period shown on the quotation and remain subject to availability until confirmed.

4. Information you provide

1. You must provide accurate contact details, full route addresses, access information, floor levels, lift availability, parking restrictions, item details and timing requirements.
2. You must tell us before the move about unusually heavy, fragile, high-value, oversized, awkward, unsafe or specialist items and anything that may require extra equipment or more than two people to lift safely.
3. If the information is incomplete or materially different on moving day, we may agree a revised plan and price, provide extra time or resources if available, rearrange part of the work, or decline work that cannot be completed safely.
4. We will not add a charge merely because of a minor difference that does not affect the work, time, route, safety or resources.

5. Booking confirmation and payment

1. A booking is confirmed when we accept it and the required deposit or full payment has cleared. A saved quotation or unfinished form does not reserve a slot.
2. If you pay a 25% deposit, the remaining standard balance is due on completion unless we agree another arrangement in writing.
3. Overtime, waiting time and agreed additional work are calculated using the rates or charging blocks shown in the quotation or payment request.
4. Payment may be made through the secure online payment service or by another method we agree. Cash or bank-transfer payments recorded by the team are confirmed by receipt.
5. Promotional discounts apply only where the code is valid and the booking meets its stated conditions.

6. Consumer cancellation rights for online bookings

1. If you book as a consumer online or away from our business premises, you may have a statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.
2. If you ask us to begin the service during that period, you may be required to pay a reasonable amount for work supplied before cancellation. The cancellation right may end once the service has been fully performed where you expressly requested early performance and acknowledged that consequence.
3. To exercise a cancellation right, email info@menwithvan.com with your full name, moving date, arrival time and a clear statement that you wish to cancel.

7. Customer cancellation, postponement and changes

1. Tell us as early as possible if you need to cancel, postpone or change the date, route, inventory, access, vans, movers or booked hours.
2. We do not apply an automatic penalty simply because you cancel. Where the law allows, we may retain or charge only a reasonable amount reflecting direct losses caused by the cancellation, such as non-recoverable crew, vehicle, packing or third-party costs, after taking reasonable steps to reduce those losses.
3. More notice usually means lower or no cancellation cost because there is more opportunity to reallocate the crew and vehicles. We will explain any amount retained or charged.
4. A postponement is subject to availability and may require a revised quotation if pricing, route, access or resources change.
5. Nothing in this section limits any statutory cancellation or refund right.

8. Changes or cancellation by us

1. We may make a reasonable operational change, such as substituting an equivalent vehicle or crew member, provided it does not materially reduce the agreed service.
2. We may suspend, rearrange or cancel work where there is a genuine safety risk, illegal request, abusive conduct, non-payment, vehicle breakdown, severe weather, failed access or another event outside our reasonable control.
3. If we cancel and cannot provide a reasonable alternative, we will refund sums paid for services not supplied. This does not affect any further right you may have where cancellation resulted from our breach.

9. Moving-day access, parking and attendance

1. You are responsible for arranging suitable parking, permits, loading bays, keys, lift bookings, concierge approval, estate access and building permissions unless we agree otherwise in writing.
2. You or an authorised adult must be available at collection and delivery to give instructions, confirm what is moving and check completion.
3. Waiting time or additional work caused by unavailable keys, blocked access, unreserved lifts, incorrect addresses, property not being ready or undisclosed restrictions may be charged at the agreed rates where the cost is reasonable and explained.
4. You must keep children, animals and other people away from active loading areas and tell the team about hazards.

10. Arrival windows, delays and overtime

1. An arrival window is not a guaranteed exact minute unless we expressly agree a fixed time in writing.
2. Traffic, road closures, weather, building restrictions and earlier unavoidable delays can affect timing. We will communicate material delays where reasonably possible.
3. Work beyond the booked hours is charged in the intervals and at the rate shown in the quotation. The team should explain the need for overtime before it is incurred where practical.
4. If a delay or waiting-time charge is disputed, we will review the timing records and available evidence before confirming the charge.

11. Packing, dismantling and preparation

1. Goods must be ready to move unless packing service is included in the confirmed booking.
2. Owner-packed boxes and bags must be secure, closed, suitable for lifting and not overloaded. Fragile contents should be wrapped and clearly identified.
3. We may dismantle and reassemble suitable furniture where included and practical. Flat-pack, chipboard, glued, aged, weakened, previously damaged or repeatedly dismantled furniture may not tolerate normal handling and should be identified in advance.
4. Unless agreed, drawers, cupboards, appliances and furniture must be emptied. Claims involving undisclosed contents or unsuitable packing will be assessed from the booking information, packing arrangement and available condition evidence.
5. For pack-and-move bookings, a walkthrough video is optional but helps us prepare appropriate materials and resources.

12. Work not included unless agreed

Unless confirmed in writing, we do not disconnect or reconnect gas, fixed electrical or plumbing services; alter fixtures; remove windows or structural doors; hoist goods externally; dismantle specialist systems; work at unsafe height; handle hazardous material; or perform any task the team reasonably considers unsafe or unlawful.

13. Goods we do not normally carry

Tell us before booking if the move includes cash, jewellery, watches, deeds, securities, passports, medicines, firearms, explosives, flammable substances, illegal goods, animals, perishable food, live plants, collections of exceptional value, or anything that may cause infestation, contamination or damage. We may refuse these items or agree specific arrangements in writing.

14. Our standard of care and responsibility

1. We aim to handle the goods and property carefully and to follow the service arrangements recorded in the booking.
2. We are not responsible for pre-existing damage, ordinary wear and tear, inherent defects, deterioration caused by age or damp, mechanical or electrical failure without external impact, or loss not caused by our breach.
3. Any reported loss or damage will be assessed from the booking record, condition evidence, photographs, statements and other available information.

15. Property and item condition

1. You should identify fragile finishes, weak furniture, existing damage, narrow access and vulnerable walls, floors, doors, lifts or communal areas before work starts.
2. Where practical, photographs or a short condition note should be taken before moving unusually fragile or high-value goods.
3. If an item cannot pass safely through available access, we will discuss reasonable options. We are not required to force an item through or undertake structural work.

16. Freight Liability and Public Liability insurance

1. The current schedule for policy PVGB23146890 confirms that the Freight Liability Section is covered from 27 July 2026 to 26 July 2027. It records a Third Party Property Vehicle Limit of Full Value Liability £50,000 for each of four vehicles and an overall event limit of £200,000, subject to the current policy wording, conditions and decision on any claim.
2. A separate Coversure Combined Liability schedule for Que Removal Ltd trading as Men With Van confirms Public Liability cover of £1,000,000 from 16 July 2026 to 13 September 2026, with a £250 Public and Products Liability excess. This cover is separate from the Freight Liability policy.
3. These figures are maximum policy limits, not a guaranteed payment for every booking, item or claim. Tell us before booking if any single item or the total goods may exceed the relevant cover.
4. For this section, the "claimant" is the client who makes the claim. If we confirm the Freight Liability insurance route, the applicable excess is £750 under endorsement P012, other than £50 for hand-held scanners. If we confirm the Public Liability insurance route under the separate Coversure policy, the applicable excess is £250. The claimant must pay the applicable excess within 48 hours after our written confirmation so that the insurance claim can progress. If the claimant needs more time or disputes the route or excess, they must contact info@menwithvan.com or 02031036927 within that 48 hour period to request an extension or escalation. We will record and respond to that request, and the claim will not be treated as abandoned for non-payment while a timely request is pending.
5. The Freight Liability schedule marks Combined Liability and Public and Products Liability as not covered under that Freight policy. The Public Liability cover stated above comes only from the separate Coversure Combined Liability schedule and must not be described as part of the Freight Liability policy.
6. Any policy exclusion or condition will apply only where it appears in the relevant current policy wording and is confirmed for the claim. The supplied schedules do not by themselves establish a blanket exclusion for glass, scratches or damage to walls, items or furniture.
7. The insurer will assess any insurance claim under the policy wording, schedule, endorsements, limits, conditions and evidence supplied.

17. Reporting loss, damage or missing goods

1. Inspect the goods and accessible property areas at completion and ask the team to record any visible loss or damage on the completion job sheet before it is signed.
2. Notify us in writing of any potential loss or damage within 24 hours after move completion so that it can be investigated promptly and evidence can be preserved.
3. If it was not reasonable to notify us within 24 hours, contact us promptly afterwards and explain when the issue was discovered and why earlier notice was not practicable. Notice after 24 hours is not automatically rejected, but delay may affect the available evidence and the insurer's assessment.
4. Send the notification to info@menwithvan.com with the booking reference and the date on which the issue was first identified.
5. Include your full name, moving date and arrival time, the item or area affected, what happened, when it was discovered, photographs, video where useful, proof of ownership or value where relevant, and any repair estimate requested.
6. Keep the item and packaging and do not repair, dispose of or alter it before we or the insurer have had a reasonable opportunity to inspect, unless action is reasonably necessary to prevent further loss or ensure safety.
7. We will review the notification, completion job sheet and supporting evidence, then confirm whether the matter will proceed by the Freight Liability or separate Public Liability insurance route. If it will, we will identify the applicable excess and give written payment instructions. The claimant must pay the applicable excess within 48 hours of that confirmation to progress the insurance claim, unless an extension or escalation is requested within that period. The claim will not be treated as abandoned for non-payment while a timely request is pending.
8. Reporting an issue is not an admission of liability. We will assess the evidence fairly and keep you informed of the next step.

18. Completion checks and sign-off

1. At completion, the client or authorised representative will be asked to inspect the accessible work, check the vehicle is empty where applicable, confirm whether the agreed work is complete and record any visible loss or damage on the job sheet.
2. The job sheet must record either the visible concern reported by the client or that the client reported no visible damage at signing. The completion signature is strong contemporaneous evidence of the inspection and what was or was not visibly reported at that time.
3. The completion signature is not an absolute waiver and does not prevent a genuinely hidden or later discovered issue from being notified under section 17.
4. If no customer is present, the team may record completion by telephone or note that the property was unattended.

19. Failed delivery, storage and unpaid charges

1. If delivery cannot be completed because access is unavailable or instructions are missing, we may agree waiting, storage or redelivery at a reasonable additional cost.
2. Where lawful, goods may be retained while undisputed charges due for the service remain unpaid. We will give reasonable notice and explain storage or redelivery costs.
3. We will take reasonable care of goods while they remain in our possession.

20. Team members and subcontractors

We may use employees, trusted contractors or partner crews to provide the service. We remain responsible for performing our obligations under the contract, and the same operational and confidentiality standards apply.

21. Business customers

If you book wholly or mainly for business purposes, consumer cancellation rights may not apply. Any separate written business agreement takes priority where it expressly says so. Nothing in this section excludes liability that cannot lawfully be excluded.

22. Personal information and booking records

We use personal information to quote, schedule, take payment, deliver the service, issue receipts, communicate with the customer, manage claims and meet legal obligations. Further information, including retention periods and customer rights, is in our Privacy Policy and Cookie Policy.

23. Complaints

1. Email info@menwithvan.com with your full name, moving date and arrival time, a clear account of the concern, supporting evidence and the outcome you are seeking.
2. We will acknowledge the complaint, investigate it fairly and provide a substantive response as soon as reasonably possible. More complex insurance or third-party matters may take longer.
3. Nothing in this process prevents either party from using any legal right or remedy.

24. General legal terms

1. If a court finds part of these terms invalid or unenforceable, the remaining terms continue to apply.
2. A delay in enforcing a right does not waive that right.
3. No person other than you and us has a right to enforce this contract, except where applicable law provides otherwise.
4. These terms are governed by the law of England and Wales. A consumer may bring proceedings in the courts that apply under consumer law, including the courts of the part of the UK where they live where applicable.