Important: who provides your removal service

Easy Man and Van Removals is a booking brand and is not a separate legal entity. Quotations, availability checks and booking communications are provided under the brand on behalf of participating independent UK removal service providers.

Your removal service will be supplied by the UK company or sole trader identified as the Service Provider in your written Booking Confirmation. Easy Man and Van Removals Ltd is one participating Service Provider and is responsible for a move only where it is named as the Service Provider in that Booking Confirmation.

Your removal contract is directly with the named Service Provider. That Service Provider receives your payment and is responsible for the vehicle, crew, performance of the move, applicable insurance and any service-related complaint or claim.

1. Definitions

Brand means Easy Man and Van Removals.

Booking Support means quotation, availability, scheduling and customer communication carried out under the Brand on behalf of participating Service Providers.

Service Provider means the independent UK company or sole trader named in your Booking Confirmation as the supplier of the removal service.

Customer or you means the person making the booking.

Booking Confirmation means the written email or other durable written confirmation that identifies your Service Provider and confirms the agreed service, date and charges.

2. Quotations and formation of the contract

2.1. Submitting a form, requesting a quotation or discussing availability does not create a booking or removal contract.

2.2. Quotations are based on the information you provide, including the addresses, dates, inventory, access, floors, lifts, parking and any special handling requirements.

2.3. Before a booking is confirmed and before any deposit is paid, you will receive a Booking Confirmation identifying the legal name of your Service Provider and the agreed service and charges.

2.4. A binding removal contract is formed only when the Service Provider has accepted the job, a Booking Confirmation identifying that Service Provider has been issued, and you accept the booking, including by paying any required deposit.

2.5. These Terms, the accepted quotation and the Booking Confirmation form the contract between you and the named Service Provider. If there is a conflict, the Booking Confirmation takes priority for provider identity, date, service details and price.

2.6. Participating Service Providers authorise Booking Support to communicate quotations and booking information on their behalf. Booking Support does not itself supply the vehicle, crew, transport or removal insurance.

3. Service Provider, vehicle and crew

3.1. The named Service Provider is an independent business and controls how the removal service is performed.

3.2. The Service Provider decides which vehicle, driver, crew members, equipment, route and loading method are appropriate, taking account of the service agreed with you.

3.3. Any request for a particular vehicle size or number of movers is treated as a customer preference until confirmed by the Service Provider.

3.4. The Service Provider may use its employees, workers or subcontractors to perform the move and remains responsible for the performance of its contract with you.

3.5. If a different Service Provider is proposed after the original Booking Confirmation, the change will not take effect unless you are informed and agree to it. Any payment transfer or refund must also be agreed with you.

4. Prices, minimum booking and additional charges

4.1. Your Booking Confirmation will state whether the price is fixed or calculated by time, the applicable hourly rate, any minimum booking period and any known additional charges.

4.2. Where a two-hour minimum booking is stated, the minimum charge remains payable even if the move is completed sooner because the vehicle and crew have been reserved for that period.

4.3. Additional time beyond the booked period may be charged in 30-minute increments at the rate shown in your Booking Confirmation.

4.4. Extra charges may apply where information supplied before booking was materially incomplete or inaccurate, or where you request additional work. The Service Provider must explain the additional charge as soon as reasonably possible.

4.5. Congestion charges, ULEZ charges, tolls, ferries, parking fees and similar unavoidable journey costs are payable only where included in the quotation or Booking Confirmation, or where they become reasonably necessary and are explained to you.

4.6. A parking penalty may be charged to you only where it directly results from your failure to provide or arrange parking as agreed and the Service Provider has taken reasonable steps to avoid the penalty.

4.7. Consumer prices are total prices inclusive of any VAT legally chargeable by the named Service Provider.

5. Deposits and payments

5.1. A deposit may be required to reserve the Service Provider’s vehicle, crew and time slot. The amount and payment details will be stated in your Booking Confirmation.

5.2. Deposits and all other payments for the removal service must be paid directly to the named Service Provider using the payment details in the Booking Confirmation.

5.3. Unless otherwise agreed in writing, the remaining balance is due directly to the Service Provider immediately after completion of the move.

5.4. Available payment methods may vary between Service Providers and will be confirmed before booking.

5.5. If the account name or payment details do not correspond with the named Service Provider, do not make payment until you have checked the details using the published contact information.

6. Cancellation, postponement and refunds

6.1. You may cancel by contacting Booking Support or the named Service Provider using the contact details in your Booking Confirmation. Cancellation takes effect when the notice is received.

6.2. Because a removal normally involves the transport of goods on a specific date or during a specific period, the usual statutory 14-day cancellation right will generally not apply. This does not affect any cancellation right that applies by law in your particular circumstances.

6.3. If you cancel, the Service Provider may retain or charge only a reasonable amount reflecting its actual net loss caused by the cancellation. This may include reasonable costs already incurred and lost profit, reduced by costs saved and any replacement booking obtained.

6.4. Any part of a deposit or advance payment exceeding the Service Provider’s reasonable net loss will be refunded, normally within 10 business days after the amount has been determined.

6.5. A request to postpone or change a booking is subject to the Service Provider’s agreement and availability. Any revised price or charge must be explained and agreed before the change is confirmed.

6.6. If the Service Provider cancels and no suitable alternative accepted by you is arranged, all amounts paid for the cancelled service will be refunded.

6.7. Nothing in this section limits any statutory right to a refund or other remedy where the Service Provider is in breach of contract.

7. Insurance

7.1. Removal insurance is provided by the Service Provider named in your Booking Confirmation, not by the Brand as a whole.

7.2. Cover limits, excesses, conditions and exclusions may vary between Service Providers. The applicable insurance information will be provided or made available before booking.

7.3. You must disclose before booking any unusually valuable, fragile or specialist items and any item for which special handling or additional cover may be required.

7.4. If the available cover is not sufficient for your needs, you are responsible for arranging additional insurance before the move.

7.5. Insurance questions and claims relating to the move must be directed to the named Service Provider. Booking Support may assist by forwarding communications but does not decide or pay claims.

8. Customer responsibilities

8.1. You must provide complete and accurate information about the addresses, inventory, item sizes and weights, access, stairs, lifts, parking and any special requirements.

8.2. You are responsible for obtaining any necessary parking permission, permit or access authorisation unless the Booking Confirmation states that the Service Provider will arrange it.

8.3. You must ensure that items can safely pass through doors, hallways, stairs and other access points and disclose any known access restriction.

8.4. Unless packing or dismantling has been expressly included, you are responsible for packing items safely and for dismantling furniture before arrival.

8.5. You or an authorised adult representative must be available at collection and delivery, check that the correct items are loaded and provide reasonable instructions.

8.6. If delays or additional work are caused by inaccurate information, unavailable access, incomplete packing or another matter within your control, reasonable additional charges may apply at the rate stated in the Booking Confirmation.

8.7. Travel in the removal vehicle is permitted only if agreed in advance by the Service Provider and a lawful passenger seat with a seat belt is available.

8.8. You must treat the crew reasonably and must not threaten, abuse or endanger them. The Service Provider may suspend or end the work where continuing would be unsafe. You remain responsible only for work completed and any reasonable net loss caused by your breach.

9. Goods we do not normally transport

9.1. Unless expressly agreed in writing by the Service Provider, the following must not be included:

• illegal, stolen, explosive, flammable, corrosive or hazardous items;
• weapons, ammunition, gas cylinders, fuel or dangerous chemicals;
• cash, jewellery, valuable documents or collections of exceptional value;
• live animals, plants requiring controlled conditions or perishable goods; and
• any item that cannot lawfully or safely be carried.

9.2. If prohibited or undeclared hazardous goods are presented, the Service Provider may refuse to carry them. You may be responsible for reasonable costs or losses directly caused by the non-disclosure.

10. Delays and events outside reasonable control

10.1. Collection and arrival times are estimates unless the Booking Confirmation expressly states that a time is guaranteed.

10.2. The Service Provider is not responsible for delay or failure caused by an event it could not reasonably control, such as severe weather, road closure, accident, breakdown despite reasonable maintenance, emergency or official restriction.

10.3. The Service Provider must take reasonable steps to minimise the effect of the event and keep you informed. If performance becomes impossible or is substantially delayed, you and the Service Provider may agree a new date or end the affected service.

10.4. This section does not exclude liability where the Service Provider failed to exercise reasonable care and skill.

11. Loss, damage and claims

11.1. The named Service Provider is responsible for handling any complaint or claim relating to the performance of the removal service.

11.2. Please report visible loss or damage as soon as reasonably possible and, where practicable, before the crew leaves. A claim will not be rejected solely because it was discovered or reported after completion or payment.

11.3. You should provide reasonable supporting information, such as photographs, a description of the item, proof of ownership or value and details of when the damage was discovered. You should retain the item and packaging where reasonably possible until the claim has been considered.

11.4. The Service Provider is not responsible for damage caused solely by inadequate packing undertaken by you, an inherent defect, normal wear and tear, or your instruction against the Service Provider’s reasonable advice, unless the Service Provider was also negligent.

11.5. The Service Provider is responsible for loss that is a foreseeable result of its breach of contract or failure to exercise reasonable care and skill. It is not responsible for business losses where you booked solely as a consumer.

11.6. Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded.

12. Complaints

12.1. Complaints about the move should be sent to the Service Provider using the contact details in your Booking Confirmation.

12.2. You may also contact Booking Support using the details published on the website. Booking Support may forward communications and assist the parties but does not replace the Service Provider as the party responsible for the move.

12.3. The Service Provider should acknowledge the complaint within a reasonable time and provide a substantive response after completing any necessary investigation.

13. Personal information

13.1. Personal information submitted through the website is used to prepare quotations, check provider availability, arrange bookings, communicate with you and administer the service.

13.2. Your moving and contact details may be shared with a suitable Service Provider. The provider selected for your move will be identified before the booking is confirmed.

13.3. Further information about the applicable data controller, purposes, legal bases, retention, recipients, international transfers and your rights is set out in the separate Privacy Notice available on the website.

14. Website information and external links

14.1. Reasonable care is taken to keep website information accurate. General website information does not replace the specific quotation and Booking Confirmation issued for your move.

14.2. External links are provided for convenience. Responsibility is not accepted for the content or privacy practices of an independent third-party website.

14.3. Nothing on the website limits information or commitments that form part of your contract under applicable consumer law.

15. Changes to these Terms

15.1. These Terms may be updated for future bookings. The version provided or available when your booking is confirmed will apply to your contract.

15.2. Terms applying to an existing booking will not be changed unless you and the Service Provider expressly agree or a change is required by law.

16. Governing law and consumer rights

16.1. These Terms and the removal contract are governed by the law of England and Wales.

16.2. If you live in another part of the United Kingdom, you retain any mandatory protection available to you there and may bring proceedings in the courts available under applicable consumer law.

16.3. The Service Provider must perform the removal service with reasonable care and skill. Nothing in these Terms affects your statutory consumer rights.

16.4. If any provision is found unenforceable, the remaining provisions will continue to apply.

Booking Confirmation

By accepting the quotation or paying a deposit after receiving a Booking Confirmation that identifies your Service Provider, you confirm that you have read and accepted these Terms. Your contract for the removal service is with that named Service Provider.