The Man › Terms and Conditions

The Man Service Terms and Conditions

These Terms and Conditions set out the basis on which The Man provides removal, collection, delivery, clearance and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

Customer means the individual or business who requests or purchases services from The Man. Services means any removal, delivery, collection, clearance, waste removal, packing, loading, unloading, or related services provided by The Man. Goods means any items, belongings, furniture, equipment, materials or waste that we are requested to handle, transport or dispose of. Contract means the agreement between The Man and the Customer for the provision of services, incorporating these Terms and Conditions and any written quotation or booking confirmation issued by us.

2. Scope of Services

The Man provides removal and associated services including, but not limited to, household and office moves, item collection and delivery, partial or full clearances, and carriage of goods. Where waste removal or disposal is included, this will be carried out only in accordance with applicable waste regulations and our waste carrier obligations.

Any additional services requested by the Customer that are not specified in the original quotation or booking confirmation may incur extra charges. We reserve the right to refuse to handle goods that are deemed hazardous, illegal, unsafe, or otherwise unsuitable for transport or disposal by us.

3. Booking Process

3.1 Booking Request

The Customer may request a booking by contacting The Man and providing accurate information regarding the nature of the services required, including the type and quantity of goods, collection and delivery addresses, access conditions, dates, and any special requirements.

3.2 Quotations

Any quotation provided is based on the information supplied by the Customer and is subject to change if that information is inaccurate or incomplete. Quotations are normally given as a fixed price or an hourly rate with an estimated duration. Unless otherwise stated, quotations are valid for a limited time from the date of issue and may be withdrawn or revised at any time before acceptance.

3.3 Booking Confirmation

A booking is not confirmed and no contract is formed until The Man has issued a booking confirmation and, where requested, received any required deposit or prepayment. The booking confirmation will set out the agreed services, charges and scheduled date or time window.

3.4 Customer Responsibilities at Booking

The Customer is responsible for ensuring that all information provided at the time of booking is accurate and complete, including but not limited to property access details, parking arrangements, restrictions, and the nature or volume of goods. If additional work arises due to inaccurate or incomplete information, we may charge additional fees or, if necessary, decline to carry out some or all of the services.

4. Payments and Charges

4.1 Pricing

Charges will be as set out in the quotation or booking confirmation. They may be calculated as a fixed price, hourly rate, or a combination thereof, and may include additional charges such as waiting time, congestion or clean air zone costs, parking fees, tolls, and disposal fees.

4.2 Deposits and Prepayments

We may require a deposit or full prepayment to secure a booking. Any such requirement will be communicated before confirmation of the booking. If the Customer fails to pay the requested deposit or prepayment within the specified time, we may cancel the booking.

4.3 Payment Terms

Unless otherwise agreed in writing, payment is due on or before completion of the services on the booked date. We reserve the right to withhold goods or cease services where payment terms are not met. For business customers with approved credit arrangements, invoices are payable within the period specified on the invoice.

4.4 Late Payment

If the Customer fails to pay any amount due under the contract, The Man may charge interest and reasonable recovery costs as permitted by applicable law. Continued non-payment may result in legal action to recover outstanding sums, together with any associated costs.

4.5 Variations and Additional Charges

If the scope of the services changes at the request of the Customer or due to incorrect or incomplete information, we may charge a reasonable additional amount to reflect the extra work, time, or costs incurred. This includes, by way of example, unexpected access issues, additional items, waiting time, or extended labour.

5. Cancellations and Amendments

5.1 Customer Cancellations

The Customer may cancel a booking by giving us notice prior to the scheduled start time. Depending on when the cancellation is made, a cancellation charge may apply, particularly where short notice is given or resources have already been allocated.

5.2 Amendment of Bookings

The Customer may request to change the date, time or scope of the services. Any such change is subject to availability and our agreement. We are not obliged to accommodate requested changes and may treat a significant change as a cancellation and new booking.

5.3 Our Right to Cancel or Reschedule

The Man may cancel or reschedule a booking where necessary for safety, operational or regulatory reasons, or due to circumstances beyond our reasonable control, including but not limited to severe weather, traffic disruption, vehicle breakdown, illness, or legal restrictions. We will use reasonable efforts to notify the Customer as soon as practicable and to offer an alternative date or time where possible. Our liability for such cancellation or rescheduling will be limited to any amounts paid for services not yet provided, subject to the limitations in these Terms and Conditions.

6. Customer Obligations and Access

6.1 Access and Parking

The Customer must ensure that suitable access and parking are available at the collection and delivery addresses. Any required permits or permissions for parking should be arranged by the Customer unless otherwise agreed. Additional charges may apply where access is restricted or where our team or vehicles experience delays due to access or parking issues.

6.2 Preparation of Goods

The Customer is responsible for properly packing and preparing goods for transport unless we have explicitly agreed to provide packing services. Fragile or valuable items must be appropriately protected and clearly identified. We do not dismantle or reassemble items unless this has been agreed in advance and may charge additional fees for such work.

6.3 Presence on Site

The Customer or an authorised representative should be present at the collection and delivery locations to supervise, provide instructions, and sign any relevant documents. If no representative is present, we will perform the services as we consider appropriate, and the Customer will remain responsible for all charges.

7. Exclusions and Restrictions on Goods

7.1 Prohibited Goods

We do not accept for transport or disposal any goods that are illegal, hazardous, explosive, corrosive, flammable, perishable in a way that may cause damage, or otherwise pose a risk to persons, property, or the environment. The Customer must not present such goods for collection.

7.2 Valuable and Fragile Items

Unless specifically agreed in writing, we do not accept responsibility for items of extraordinary value, including money, jewellery, precious metals, securities, antiques, fine art, or similar high value items. Where we agree to handle such items, additional conditions or charges may apply.

7.3 Customer Declaration

The Customer confirms that all goods handed to us are owned by the Customer or that the Customer has authority from the owner to arrange their removal, transport, or disposal. The Customer will indemnify us against any claims from third parties arising from our handling of the goods in accordance with the Customer’s instructions.

8. Waste Regulations and Environmental Compliance

8.1 Lawful Disposal

Where services include clearance or disposal, The Man will dispose of waste only at authorised facilities and in accordance with applicable waste management and environmental laws in the United Kingdom. We will not fly-tip or unlawfully discard waste under any circumstances.

8.2 Waste Classification

The Customer is responsible for accurately identifying the nature of any waste to be collected and declaring any hazardous materials or items that may require special handling. Failure to do so may result in additional charges, refusal to collect certain items, or the termination of services without refund.

8.3 Documentation

Where legally required, appropriate records or documentation relating to the transfer and disposal of waste will be maintained. The Customer agrees to provide any necessary information to enable us to comply with our legal obligations as a waste carrier or handler.

9. Liability and Limitations

9.1 Our Duty of Care

The Man will exercise reasonable care and skill in providing the services. However, our liability is limited as set out in this section and elsewhere in these Terms and Conditions.

9.2 Limits on Liability for Damage or Loss

To the fullest extent permitted by law, our total liability for loss of or damage to goods or property arising from our services, whether in contract, tort or otherwise, shall not exceed a reasonable and proportionate amount relative to the charges paid for the services, taking into account the nature of the items and the circumstances of the job. We are not liable for any loss or damage arising from the Customer’s failure to pack goods properly, inadequate protection of fragile items, or for pre-existing defects, wear and tear, or inherent vice in the goods.

9.3 Exclusions of Indirect Losses

We are not liable for any indirect, consequential or economic losses, including loss of profit, loss of business, loss of opportunity, or loss of use arising out of or in connection with the services, even if we have been advised of the possibility of such losses.

9.4 Customer’s Duty to Inspect

The Customer should inspect the goods and premises as soon as reasonably possible after completion of the services. Any apparent damage or loss should be notified to us promptly and, in any event, within a reasonable time. Failure to do so may affect our ability to investigate or resolve the matter.

9.5 Events Beyond Our Control

We will not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, road closures, accidents, breakdowns, strikes, or legal restrictions.

10. Insurance

The Man maintains insurance to support the provision of its services, subject to policy terms, conditions and exclusions. The Customer acknowledges that any insurance cover may be limited and does not remove or reduce the limits and exclusions of liability set out in these Terms and Conditions. Customers are advised to consider arranging their own additional insurance cover for valuable or fragile items where appropriate.

11. Complaints and Disputes

If the Customer is dissatisfied with any aspect of the services, they should notify us as soon as possible so that we have an opportunity to investigate and, where appropriate, rectify the issue. We will handle complaints in a fair and reasonable manner. Nothing in this section affects the Customer’s statutory rights.

12. Data Protection and Privacy

The Man will collect and process personal information relating to the Customer in connection with the provision of services. Such processing will be carried out in accordance with applicable data protection laws in the United Kingdom. Personal data will be used for purposes including handling enquiries, managing bookings, processing payments, and fulfilling legal and regulatory obligations.

13. Variation of Terms

The Man may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to the contract for those services. Any variation to these Terms and Conditions requested by the Customer will be effective only if agreed by us in writing.

14. Severability

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by The Man, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, subject to any mandatory statutory rights that may give the Customer the right to bring proceedings in another jurisdiction.

16. Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation issued by The Man, constitute the entire agreement between the parties in relation to the services and supersede any prior understandings, representations or agreements, whether oral or written. The Customer acknowledges that they have not relied on any statement, promise or representation that is not set out in these Terms and Conditions or in the written quotation or booking confirmation.


    Frequently Asked Questions

    We use proper moving methods and equipment to protect your home and belongings throughout the journey. That includes protective blankets and heavy-duty straps for furniture, careful loading to prevent shifting, and space planning so items don't get knocked during transit. For your move route, our team also checks access and practical constraints - think narrow streets, parking restrictions, and lift sizes in blocks of flats. If you're using packing too, we'll follow secure wrapping steps for fragile items. It's one reason we're trusted locally, with a strong track record of 1600+ successful moves.

    Our movers are fully insured and follow the safest handling practices for every job. We also use DBS-checked staff so you can feel confident about who enters your property. Training matters, especially when you're moving sofas, wardrobes, bikes, or delicate glass - so the team is trained in safe lifting, correct use of straps, and correct protection methods before anything leaves your rooms. Where relevant, we align with recognised industry standards, and you may see our approach reflected through standards-adjacent working practices like SafeContractor-style safety expectations. In short: professional, trained movers - not just a van and guesswork.

    Insurance is built into how we operate - so if the unexpected happens, you're covered through the right channels rather than leaving it to chance. We handle valuables carefully and secure items properly to reduce the risk of damage in transit. Before loading, we'll protect surfaces and use the right packing and securing methods, then we'll keep an eye on how items are placed during the move. If you ever need to raise a concern, we'll guide you through the process clearly and promptly. Our approach is designed to give you reassurance from booking through to completion - supported by verified reviews and a consistent service standard.

    Yes. Many customers choose our packing service because it saves time and reduces hassle on move day. We can supply eco-friendly packing options using eco packing boxes and protective materials designed to be safer for both belongings and the environment. Eco-friendly and low-emission is a core part of our process - Eco rating: 94% of packing materials and transport methods are eco-friendly and low-emission. If you're planning a move from a London flat to a nearby house, we'll also tailor packing to stairways, door widths, and any lift constraints.

    Great question - access is one of the biggest factors in how smooth your moving day goes. We'll discuss your property setup early: parking availability, permit requirements, waiting times, and how far the load needs to travel from the vehicle. Then we plan around it with the right crew size and equipment, especially for stairs and tight hallways. If you're in a borough area like Southwark or Camden, where streets can be busy, this planning becomes even more important. When there's limited access, we adjust methods so your items are carried safely and efficiently, instead of forcing rushed, higher-risk approaches.

    Yes - our process includes clear documentation and careful handling you can trust. Many clients value photos before and after for transparency, especially for large items, delicate finishes, or tricky furniture deliveries. We also keep a close eye on protective setup inside your home - blankets where needed, correct straps, and careful placement - so you can see that things are secured properly before we start the lift. If you've got a sensitive item, such as a media unit near a hallway wall or glass-front furniture, we'll take extra care. It's part of why customers consistently leave positive feedback on Google Business Profile and other platforms.

    We provide professional removals across London and nearby boroughs, so you can keep everything coordinated with one team. Nearby coverage commonly includes: Camden (NW1), Islington (N1), Hackney (E8), Tower Hamlets (E1), Southwark (SE1), Lambeth (SE1), Lewisham (SE13), Greenwich (SE10), Wandsworth (SW11), Kensington and Chelsea (SW3), Hammersmith and Fulham (W6), and Brent (NW10). If you're moving across borders like from Zone 1 to Zone 4 or linking different boroughs for an office move, we'll advise on access and timing so your plan stays realistic from day one.

    We regularly support moves across popular parts of the city, including areas near Hyde Park for deliveries and relocations, and around Borough High Street for flats and small businesses. Depending on the exact address, we may also handle moves in and out of places near Regent's Park and the surrounding streets. Each location brings different access realities - loading bays, pedestrian zones, and parking availability - so we plan accordingly and arrive ready with the right setup. That's why the same careful method applies whether it's a single item or full house removals.

    Times depend on the size of your place, access conditions, and how much packing you need. In short: we'll confirm details early - number of rooms, lift availability, and any fragile item list - then we'll give a clear estimate of the workload and schedule. Many clients want to know the turnaround for quotes; we aim to respond quickly and can often arrange a workable moving slot with the right team. If you're doing a same-week move or relocating an office, tell us your target day and we'll suggest realistic options. You'll get a straightforward plan rather than vague promises.

    Pricing is usually driven by how much work is involved, not guesswork. Key factors include the number of rooms for house removals, how much packing is needed, the floor level, and the distance/stops between pick-up and drop-off. Access constraints matter too - parking restrictions, permits, and loading distance can change the time and equipment needed. If you're moving bulky items like wardrobes, beds, or sectional sofas, we account for extra protection and handling. Our goal is a fair, transparent quote aligned to the plan we agree in advance - supported by consistently high feedback, including a Rating: Rated 4.7 stars from 447+ verified reviews.

    We do more than house removals. Many customers need help with office moves, furniture transport, or relocating specific items when a workplace or storage arrangement changes. If you're moving a few desks and chairs, a server-rack setup, or a mix of boxed files and display units, we'll plan the safest carry and load method. For businesses around London, we can also work around opening hours and access windows so disruption stays low. Just tell us what's being moved and when - then we'll recommend the most practical approach, whether that's packing, transporting, or both.

    If you've received boxes and wrapping, you can often reuse or recycle parts of it rather than sending everything to landfill. Many boroughs provide council recycling sites for packaging, depending on what it's made from, and some areas also accept certain cardboard for local recycling streams. Once you share your borough, we can suggest the most relevant local option - such as a nearby recycling centre run by your council. It's a simple way to keep the eco approach going after move day, especially when your packing is designed to be easier to reuse.

    Experience matters on move day - especially when you're navigating stairs, tight corners, and protecting furniture properly. We've built our process over many years of removals and relocation work, with Experience: Over 25 years of professional removals and relocation services. That background shows in the small details: the way we plan carries, set up protection before anything moves, secure loads so items don't shift, and communicate clearly so you always know what's happening. If you want confidence backed by real outcomes, check our track record: Track record: 1600+ successful moves completed locally. We also build trust through verified reviews on platforms like Trustpilot and Google Reviews.

    To help your day run smoothly, we recommend you prepare key items in advance: keep essentials in one bag, label boxes clearly, and remove fragile decor from shelves if possible. If you're using our packing service, we'll guide you on what to leave to us and what you may want to pack yourself. On the day, clear pathways, double-check door access, and let us know about any tricky items - like oversized mirrors, heavy rugs, or electronics. Avoid rushing last-minute changes to the plan, because timing and equipment are set based on your agreed layout. A quick chat during arrival helps us finalise the safest route from room to van and ensures your move stays on schedule.