All work carried out by Handy Van Man is subject to the following Terms & Conditions. These conditions explain the rights, obligations, and responsibilities of all parties to this Agreement. Where we use the word ‘You’ or ‘Your’ it means you the Customer: ‘We’, ‘Us’ or ‘Our’ means us at Handy Van Man. Any changes to these must be agreed between the you and agreed by us in writing before the job commences. These Terms and Conditions will be implemented once you have signed the booking contract and paid in full, therefore agreeing to use our services. It is highly recommended that the customer reads and fully understands these Terms & Conditions before agreeing to use our services. We also advise you to print a copy of these for your records, if you are unable to please contact us and we will post a copy out to you. If you require a large print version of our Terms and Conditions, we are happy to provide a copy.The following terms and conditions apply to our bookings.ESTIMATESWe will complete a customer enquiry form, and where required, we may carry out a home visit to better understand your needs. It is your responsibility to provide accurate information of your requirements as we will offer you a written estimate based upon the information you provide.We will also require an inventory list and value of the items you would like us to move on your behalf for insurance purposes. Our goods in transit insurance only covers items which are loaded and unloaded by employees of Handy Van Man.Our estimates are valid for 14 days from the date of issue on the estimate paperwork.The price given is a true estimate of what we expect to charge you. If there are circumstances we could not have been aware of, (for example, if extra items are added to your moving list, you incorrectly inform us of stairs or provide us with inadequate information regarding parking) that will affect the price, we will provide you with an updated estimate. You have the right to accept the price or decline. Payment will be required for any work that you have authorized.Should you wish to proceed, full payment along with the booking contract is required from the customer at the time of securing the services of Handy Van Man. Our estimate may also change if the customer then changes the service requested, therefore a new estimate will be provided, in writing.Your estimate will include the following: relocating and moving of domestic contents, by road, that belongs to the customer.a trained and qualified driver, with a full and valid UK driving license, who will assist with loading/unloading of your goods. We may recommend a second porter, if deemed necessary, to meet your removal requirements. Additional costs for this service will be clearly indicated on our estimate.a suitable fully maintained vehicle with goods in transit insurance, public liability and motor insurance cover.dismantling and reassembly of furniture where the customer has requested this service during estimatemileage, any toll crossings, ferry crossings, and congestion charges are included in your estimate. VATYour estimate does not include the following:any requests to collect or deliver any personal belongings at an additional location not previously stated at the time of making your booking.any parking fees incurred during your move.any delays or events outside of our control which increases the cost or resources used to complete the work.PACKING YOUR GOODSWe are extremely careful when handling, loading, moving and unloading our customer’s goods but we accept no responsibility for loss or damage to property after a move. We will carefully cover your goods with blankets and they will be securely strapped to provide maximum care.It is your responsibility to pack items securely in strong boxes with the tops & bottoms taped.You must ensure all glass items (mirrors, table tops, ornaments etc.) are securely wrapped in bubble wrap and boxed/protected with cardboard. Pictures should be wrapped securely around the whole frame (to give frame strength) firstly with paper (to stop paints sweating) and with bubble wrap on the front and back to cushion the glass. We are not responsible for unprotected glassware, mirrors or pictures.Please ensure any items you are dismantling are ready and prepared for removal. If we are dismantling and assembling your goods please ensure they are clear from ornaments, books and other items which will affect timescales of your removal.We are not qualified to install, disconnect or reconnect electrical appliances or gas appliances and, as such we will not undertake this work, this includes but is not limited to televisions, satellite boxes, DVD players, washing machines, gas/electric cookers or light fittings. We also do not attach any curtain fixtures to the walls in your new property.It is your responsibility to make sure all items you would like moved are removed from the property, we will carry out a final ‘walk around’ with you to double check. Any small items like keys to cabinets need to be carefully stored separately by you so as they are not thrown out or lost. Keys to cabinets are not our responsibility.It is your responsibility, as the customer, to ensure all your goods will fit into and out of your properties. Any delays in loading, unloading, gaining access to premises or other delays not caused by us, may result in additional charges to you.We will not be liable for any damage unless caused by our negligence.Please ensure you have created clear walkways for our porters throughout both your properties, inside and outside, to help prevent any slips, trips or falls.REMOVAL OF WASTEOur vehicles are clean and well maintained for your peace of mind and to provide the maximum safety for your goods. We do not remove tiles, plaster board, rubbl or soil, oil, flammable goods, paint or hazardous waste.We cannot carry hazardous or flammable substances so please make sure these are not packed or they will not be transported. If any are on board this will invalidate our goods in transit insurance.We regret we are unable to take trade waste to the tip.TIMEKEEPINGWe are always punctual and reliable but we cannot always guarantee that we’ll arrive at a given destination on time due to delays on the road and traffic congestion which are out of our control. We will aim to complete the work within the agreed timescale and we will strive to provide an accurate time of arrival and, regardless of circumstances, we will keep you informed of our progress.It is your responsibility to ensure you are at the designated property or location at the agreed time for collection and delivery, delays in excess of 30 mins will be charged at the rate of £25.00 for 30 minutes.UNFORESEEN CIRCUMSTANCESWe hope it doesn’t happen but from time to time we all experience unforeseen circumstances and so in the unlikely event that we are unable to fulfil your booking due to breakdown or some other unforeseen situation we will contact you to discuss alternatives, this may include, where possible, subcontracting the work to an alternative provider to ensure your booking is fulfilled.PAYMENTSFull payment is required at the time of booking, this payment ensures our commitment to you and reserves our services to you individually so that you can rely on us being where you expect us to be, at the agreed time, to carry out the agreed job.We accept payment by cash and BACS transfer.Cash payments must not exceed £1,000.CANCELLATIONSIf we have completed a home visit, left your premises and sent you an estimate by email and you have paid for our services, unfortunately you do not have statutory cancellation rights.However, if you wish tocancel our services please contact us as soon as possible as a cancellation refund may be possible. Your cancellation must be in writing from the person who made the original booking, this can be done via e-mail at email@example.com or at the address shown below.If you cancel your booking with more than 7 days to go before your booking is due to start, then you will be refunded all payments made without delay.If you cancel your booking with 7 working days or less to go before your booking is due to start you will be not be refunded the 25% deposit (our cancellation fee). You will be refunded 75% within 7 working days. These costs apply because we will have been unable to receive any other confirmed booking for the time you have reserved our services.STATUTORY CANCELLATION RIGHTSIf you have agreed to a booking over the phone or we have visited your home and you agree to a booking there and then, you have statutory cancellation rights and a 14-day cooling off period. You might want us to start work straight away so we will ask you to complete the booking contract and make a full payment for our services, in addition we would ask you to make sure you understand your cancellation rights and let us know in writing that you’d like us to proceed with the job within the cooling off period. Even though you have paid and booked our services, you still have the right to cancel the contract within the cancellation period, however if you do you will have to pay a proportionate amount (25%) for the administration work completed prior to cancellation, we will return the remaining 75% of what you have paid without delay. If the service has been fully performed within the cancellation period you will lose the right to cancel and no payment will be returned.The cancellation period lasts for 14 days starting on the day after the contract was agreed and you have a right to cancel the contract during without giving any reason. You can cancel at any time up until the cancellation period expires. You can cancel by email or post to firstname.lastname@example.org or James Sheppard, Handy Van Man, 36 Durham Street, Gosport, Hants PO12 3JE. You can cancel by telephone but we recommend that you confirm this in writing. If you wish to cancel your booking outside of the 14 days’ cancellation period with 7 working days or less to go before your booking is due to start you will be not be refunded the 25% deposit (our cancellation fee). You will be refunded 75% within 7 working days. These costs apply because we will have been unable to receive any other confirmed booking for the time you have reserved our services.Statutory cancellation rights do not apply where the price of the work is £42.00 or less.COMPLAINTSYour rights under the Consumer Rights Act 2015 mean that services should be provided with reasonable care and skill, within a reasonable time, (if no specific time has been agreed) and for a reasonable cost, (if no exact price has been agreed). As such, if a problem arises we aim to resolve the issue within a reasonable time.Handy Van Manis committed to providing the highest levels of care to all our customers. If you are in any way dissatisfied with our service,then please let us know as soon as possible. This will help us to continually improve our service to you.When contacting us, please detail the nature of your complaint, your contact details and indicate your preferred method of communication, e.g. telephone, email.We will acknowledge receipt of your complaint within three working days.ALTERNATIVE DISPUTE RESOLUTIONWe are not part of an ADR scheme, however if a dispute occurs which we cannot resolve we will provide you with the details of a certified ADR provider and we will let you know whether we intend to use the ADR process. The law requires us to provide you with the details of an ADR provider however we are not bound to use their services.