Terms and Conditions

Crystal Palace Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Crystal Palace Man and Van provides removal and related services. By making a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

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

1.1 Company refers to Crystal Palace Man and Van, the provider of removal and related services.

1.2 Customer refers to any individual, business or organisation that requests or uses the services of the Company.

1.3 Services refers to any removal, man and van, transportation, loading, unloading, packing, or related services provided by the Company.

1.4 Goods refers to any items, furniture, personal effects, equipment, or materials handled, transported, or stored by the Company on behalf of the Customer.

1.5 Service Area refers to the geographical areas in which the Company offers its removal and man and van services, including Crystal Palace and surrounding districts.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers, including but not limited to local moves, small office relocations, furniture moves, and item deliveries within its Service Area and to and from other locations.

2.2 The precise scope of the Services, including the number of personnel, size of vehicle, estimated duration, and any additional services such as packing, will be set out in the quotation or booking confirmation issued by the Company.

2.3 The Company reserves the right to decline any booking or request for Services at its sole discretion, including where access, safety, or legal compliance cannot be reasonably assured.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s accepted contact and enquiry methods as advertised from time to time.

3.2 To provide an accurate quotation, the Customer must supply full and accurate information, including:

a) Collection and delivery addresses.

b) Details of property access, such as floor level, lifts, parking restrictions, and access limitations.

c) An honest and detailed description of the Goods to be moved, including any unusually heavy, bulky, fragile, or valuable items.

d) Any special requirements, such as packing assistance, dismantling or reassembly, or time-specific access needs.

3.3 The Company may provide an estimated quotation based on the information supplied. This quotation may be subject to revision if the information given is incomplete, inaccurate, or changes before or during the move.

3.4 A booking will only be confirmed once the Customer has explicitly accepted the quotation and any deposit or advance payment required by the Company has been received, where applicable.

3.5 The Customer is responsible for checking the booking confirmation and ensuring that all details are correct. Any changes must be communicated to the Company as soon as possible and may result in a revised quotation or additional charges.

4. Payments and Charges

4.1 The Company may charge on an hourly basis, a fixed price, or a combination of both, as set out in the quotation and booking confirmation.

4.2 Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move. The Company reserves the right to require full or partial payment in advance for certain bookings.

4.3 Accepted methods of payment will be confirmed by the Company but typically include commonly available secure payment options. The Customer must ensure that funds are available at the time payment is due.

4.4 Waiting time, delays caused by the Customer, additional items not originally declared, extra journeys, or extended hours may incur additional charges at the Company’s prevailing rates.

4.5 If payment is not made when due, the Company reserves the right to:

a) Suspend or cease work until payment is received.

b) Charge reasonable interest on overdue amounts.

c) Withhold delivery of Goods until payment in full is received, to the extent permitted by law.

4.6 All prices are provided on the basis of the information supplied by the Customer. The Company reserves the right to adjust charges if the actual work differs significantly from what was quoted.

5. Cancellations and Amendments

5.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as possible.

5.2 The Company may apply the following cancellation terms unless otherwise stated in writing:

a) Cancellations made more than 7 days before the scheduled service date: no cancellation fee, any advance payment may be refunded or credited at the Company’s discretion.

b) Cancellations made between 48 hours and 7 days before the scheduled service date: the Company may retain a reasonable proportion of any deposit or charge a cancellation fee to cover administrative and scheduling costs.

c) Cancellations made less than 48 hours before the scheduled service date or failure to provide access on the day: the Company reserves the right to charge up to 100 percent of the estimated service cost.

5.3 Amendments to the service date, time, addresses, or scope of work are subject to availability and may result in revised pricing. The Company is not obliged to accommodate changes but will make reasonable efforts to do so.

5.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will seek to offer an alternative date or time. Liability shall be limited to refunding any advance payment for services not rendered.

6. Customer Responsibilities

6.1 The Customer is responsible for:

a) Ensuring that adequate and lawful parking is available at collection and delivery addresses. Any parking charges or penalties incurred as a result of insufficient or unlawful parking arrangements may be charged to the Customer.

b) Securing all necessary permits, authorisations, and keys for access to properties, loading areas, and lifts.

c) Properly packing and securing Goods, unless the Company has agreed to provide packing services.

d) Declaring any items that are fragile, of high value, unusually heavy, or require special handling.

e) Ensuring that Goods do not include prohibited, hazardous, illegal, or environmentally restricted items.

6.2 The Customer or their authorised representative should be present at collection and delivery locations to provide instructions and to inspect the vehicle at the end of the job. Where the Customer is not present, the Company will proceed based on the agreed instructions but accepts no responsibility for discrepancies arising from the Customer’s absence.

7. Exclusions and Special Items

7.1 Unless expressly agreed in writing, the Company does not carry:

a) Cash, jewellery, precious metals, or high-value collectibles.

b) Livestock, pets, or plants that may be adversely affected by transport conditions.

c) Hazardous, flammable, explosive, or corrosive materials.

d) Illegal items or substances.

7.2 If such items are transported without the Company’s knowledge or consent, the Customer shall be solely responsible for any loss, damage, or legal consequences, and the Company may cease work immediately.

8. Liability for Loss or Damage

8.1 The Company will exercise reasonable skill and care in handling and transporting Goods.

8.2 The Company’s liability for loss of or damage to Goods shall be limited to a reasonable and proportionate amount, having regard to the nature of the Goods, the service charge, and any relevant insurance arrangements. The Customer is encouraged to arrange their own insurance cover for Goods of special or high value.

8.3 The Company shall not be liable for:

a) Damage arising from defective or inadequate packing when packing was not carried out by the Company.

b) Damage to items that are inherently fragile, already damaged, or structurally weak.

c) Normal wear and tear, minor scuffs, or scratches that may reasonably occur in the course of moving.

d) Loss or damage resulting from circumstances beyond the Company’s reasonable control, including weather conditions, traffic incidents, or third-party acts.

8.4 Any apparent loss or damage must be reported to the Company as soon as reasonably practicable and in any event within a reasonable period after completion of the Services. The Customer must provide evidence of the alleged loss or damage, including photographs and receipts where available.

8.5 The Company will not be liable for any indirect, consequential, or economic losses, including loss of profit, loss of opportunity, or emotional distress.

9. Access, Property and Parking

9.1 The Customer must ensure that adequate access is available at collection and delivery points, including clear hallways, staircases, and doorways suitable for moving Goods.

9.2 Where access is restricted, involves narrow staircases, low ceilings, or other obstacles, the Company may at its discretion:

a) Refuse to move certain items.

b) Proceed only after the Customer accepts the risk of potential damage.

c) Adjust the charge to reflect the additional time and effort required.

9.3 The Customer is responsible for any damage to third-party property, communal areas, or shared access points where such damage arises from instructions given by the Customer or pre-existing access limitations.

10. Waste and Environmental Regulations

10.1 The Company operates in accordance with applicable waste management and environmental regulations when dealing with the disposal or removal of unwanted items.

10.2 The Company is not a general waste collection operator and does not remove household refuse, builder’s rubble, or hazardous waste unless expressly agreed in advance and carried out in compliance with relevant regulations.

10.3 Where the Customer requests the disposal of certain Goods, the Company will only remove such items to authorised facilities or recycling centres, in line with lawful and responsible waste practices.

10.4 The Customer must not request or permit the Company to dispose of items illegally or in a manner that breaches local waste regulations, fly-tipping rules, or environmental standards. Any costs, penalties, or legal consequences arising from such unlawful requests will be the responsibility of the Customer.

11. Insurance

11.1 The Company maintains appropriate cover for its operations in line with industry practice. Details of cover levels may be made available on request.

11.2 The Customer remains responsible for arranging any additional insurance that may be required for Goods of particularly high value or for specific risks not ordinarily covered by standard arrangements.

12. Complaints and Dispute Resolution

12.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible so that concerns can be investigated and, where appropriate, remedied.

12.2 The Company will make reasonable efforts to address complaints promptly and fairly. The Customer may be asked to provide supporting information, including photographs or written details.

12.3 If a dispute cannot be resolved informally, the parties may consider mediation or other forms of alternative dispute resolution before resorting to legal proceedings.

13. Data Protection and Privacy

13.1 The Company collects and processes personal data necessary for the provision of its Services, such as names, addresses, and contact details, in accordance with applicable data protection laws.

13.2 Personal data will be used only for legitimate business purposes, including handling bookings, providing Services, processing payments, and responding to enquiries.

13.3 The Company will take reasonable steps to protect personal data from unauthorised access or disclosure and will retain data only for as long as necessary for the purposes for which it was collected or as required by law.

14. Limitations of Liability

14.1 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded by law.

14.2 Subject to the above, the total liability of the Company in respect of any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed a reasonable amount proportionate to the service fee paid.

15. Variations to Terms

15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any revised terms will apply to new bookings from the date of publication or notification.

15.2 The version of the Terms and Conditions that applies to a particular booking will ordinarily be the version in force at the time the booking is confirmed.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

By proceeding with a booking or using the Services of Crystal Palace Man and Van, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.