Terms and Conditions for Kylah Services.

1. About us and these terms

Kylah Group Ltd, company number 15192701, trades as Kylah Man & Van. Our registered address is 123 City Road, London EC1V 2NX.

These terms apply to man and van services, furniture collections and deliveries, small removals, office removals, student moves, event logistics and related transport services supplied by us.

“You” means the person or business making the booking. If you book for another person, organisation or property, you confirm that you have authority to do so and remain responsible for the booking unless we agree otherwise in writing.

2. Quotations, acceptance and the contract

A form submission, telephone discussion or email enquiry is not a confirmed booking.

A contract is formed when:

• we issue a quotation or booking offer;
• you accept it using the stated method;
• you provide any information or confirmation we reasonably require; and
• any required payment is received or otherwise agreed.

The contract consists of the accepted quotation, booking confirmation, these terms and any written variations agreed by both parties. If there is a conflict, a specific written term in the accepted quotation normally takes priority over a general term on this page.

Dates and arrival windows are not reserved merely because a quotation has been issued. Availability may change until the booking is formally confirmed.

3. Quotations and pricing

Quotations are based on the information available when they are prepared, including:

• collection and delivery locations;
• the complete item list, quantities, dimensions and weights;
• stairs, lifts, parking, loading distance and building access;
• the required number of workers and level of loading assistance;
• the date, timing restrictions, route and additional stops; and
• any dismantling, assembly or special handling agreed.

Our guide hourly rates may include a two-hour minimum. A fixed price may be offered for suitable straightforward work. The accepted quotation will identify the applicable charging basis.

Where the London Congestion Charge applies to the planned route, it is included within the agreed quotation rather than added later as a separate unexpected charge.

Unless expressly included, quotations do not automatically include parking charges, tolls, permits, storage fees, specialist equipment, packing materials, dismantling, assembly, disposal or additional journeys.

Quotations remain valid only for the period stated. We may issue a revised quotation if details change before acceptance.

4. Payment

Payment terms, due dates and accepted payment methods will be stated in the quotation, invoice or booking confirmation.

• Payments must be made in cleared funds by the due date.
• You must not make an unauthorised deduction, set-off or chargeback.
• Where staged payments are agreed, failure to pay an instalment may allow us to suspend or cancel the booking.
• Additional charges properly incurred during the job may be invoiced separately or become payable before completion.

We do not charge VAT unless the relevant invoice expressly states otherwise.

If a payment is overdue, we may pause performance, withhold non-essential documents, decline further work and recover reasonable costs of pursuing the unpaid amount, subject to applicable law.

5. Your responsibilities

You must:

• provide complete, accurate and up-to-date job information;
• ensure the items are legally owned by you or that you have authority to move them;
• ensure someone authorised is present or available at each address;
• pack small, loose, fragile or personal belongings safely unless packing is included;
• empty cupboards, drawers and appliances where reasonably required;
• disconnect appliances safely before arrival unless a specialist service is agreed;
• protect or remove valuables, cash, jewellery, documents and irreplaceable items;
• ensure children and animals are supervised and kept away from working areas;
• provide safe, lawful access and disclose hazards;
• check that items will fit through doors, corridors, staircases and lifts; and
• follow reasonable safety instructions from our team.

You are responsible for information supplied by sellers, venues, storage facilities, employees, family members or other people involved in your booking.

6. Loading service options

Self-load van and driver

You must provide enough capable people to load and unload safely and within the booked time. Our driver transports and secures the load but is not booked as a carrying assistant.

Van and driver with loading help

The driver assists with carrying, loading and unloading suitable items, subject to reasonable weight, dimensions, access and safety.

Van and two-person team

The service includes the driver and one additional mover. This does not guarantee that every item can be moved where specialist equipment, additional workers or unsafe lifting would be required.

We may refuse a lift or handling method that our team reasonably considers unsafe. You may be charged for time lost or alternative arrangements caused by inaccurate item or access information.

7. Access, parking and loading arrangements

You must disclose floor levels, stairs, lift dimensions, lift restrictions, loading bays, parking restrictions, permits, security procedures and carrying distances at every relevant location.

You are responsible for arranging lawful and reasonably close loading access where possible. Any unavoidable parking charge, toll, permit cost or route-specific charge not included in the quotation may be added to the final amount.

We will not deliberately park unlawfully because a suitable space has not been arranged. We are not responsible for delay caused by unavailable parking, building security or access restrictions outside our reasonable control.

8. Waiting time and additional time

Waiting or extra time may be chargeable where:

• the seller, customer, keys, venue, loading bay or property is not ready;
• access is unavailable or significantly different from what was disclosed;
• items are not packed, dismantled or ready as agreed;
• additional items or work are requested;
• the customer or an authorised person is absent; or
• the job exceeds the estimated duration because of circumstances attributable to the booking.

Where an hourly rate applies, additional time is normally charged using the agreed hourly basis or reasonable increments stated in the quotation. For fixed-price work, we may agree a reasonable additional charge before continuing materially different work.

Ordinary traffic conditions anticipated for the planned route are considered when quoting. Exceptional disruption may be treated under section 14.

9. Changes to the booking or job

You must tell us promptly if the addresses, dates, items, quantities, access, stops, timing or loading requirements change.

We may:

• confirm that the original price still applies;
• issue a revised price;
• require additional time, workers or journeys;
• reschedule the booking; or
• decline the changed work where it cannot be completed safely or reasonably.

Our agreement to attempt additional work does not mean it is included in the original price.

10. Cancellation and rescheduling

You may cancel or request to reschedule by contacting us clearly in writing. The time of cancellation is when we receive the notice.

Any cancellation charge will be reasonable and will reflect losses directly caused by the cancellation, such as:

• administrative or payment-processing costs already incurred;
• non-refundable third-party costs;
• labour or travel already provided;
• loss of the reserved booking slot where we cannot reasonably replace it; and
• other genuine direct losses, less costs we reasonably avoid or recover.

We will take reasonable steps to reduce our loss. We will not automatically retain all money paid where doing so would be disproportionate or unfair.

The quotation or booking confirmation may include a cancellation schedule appropriate to that booking. Any such schedule remains subject to applicable consumer law and the requirement that charges are fair and proportionate.

Rescheduling is subject to availability. A change of date may be treated as a cancellation of the original booking where the original slot cannot reasonably be reallocated or where costs have already been incurred.

11. Consumer cancellation rights for distance contracts

If you are a consumer and enter the contract online, by telephone or otherwise at a distance, you may have a statutory right to cancel within 14 days from the day after the contract is formed, subject to applicable exceptions.

Services requested within the 14-day period

If you ask us to begin or complete the service during the cancellation period:

• we may require your express request to start early;
• if you cancel after work has begun, you may have to pay a proportionate amount for services supplied up to cancellation; and
• if the service is fully performed after your express request and acknowledgement, the statutory right to cancel may be lost.

A booking date falling within 14 days of contract formation will normally be treated as a request for us to begin supplying the service during the cancellation period where this is clearly confirmed.

How to cancel

You can make any clear statement of cancellation by emailing hello@kylahmanandvan.co.uk. You may also use the model wording below:

This section does not limit any separate contractual cancellation right or any other statutory remedy available to you.

12. Items we do not move

Unless specifically agreed in writing and lawfully permitted, we do not carry:

• illegal goods, stolen property or controlled substances;
• firearms, ammunition, explosives, fireworks or weapons;
• dangerous, toxic, corrosive, flammable or radioactive materials;
• unsecured fuel, gas cylinders or chemicals;
• live animals or people;
• cash, bullion, jewellery or high-value negotiable documents;
• unboxed fragile artwork, antiques or unusually valuable items requiring specialist handling;
• items exceeding safe handling or vehicle limits;
• waste, rubbish or materials requiring a waste-carrier service; or
• anything that cannot lawfully or safely be transported.

You must disclose unusual, hazardous, exceptionally heavy or high-value items before booking. We may refuse undisclosed items without liability for the resulting delay.

13. Care, damage and claims

We will perform the service with reasonable care and skill. You must inspect items and relevant property as soon as reasonably possible after the service.

If you believe damage or loss occurred, notify us promptly in writing with:

• the booking reference;
• a clear description of the issue;
• photographs showing the item and damage;
• evidence of ownership, condition and value where reasonably available; and
• any other information reasonably required to investigate.

Prompt notice helps us investigate while evidence is available. A delay in reporting does not automatically remove legal rights, but may affect our ability to verify what happened.

We are not responsible to the extent loss or damage results from:

• inadequate packing by you or another person;
• pre-existing damage, weakness, wear, poor construction or inherent defect;
• undisclosed fragility, value, weight or special handling requirements;
• items moved against our reasonable advice;
• unsafe or unsuitable access;
• customer loading under a self-load service; or
• acts or omissions of a seller, venue, building manager or other third party outside our control.

For consumers, any limitation is subject to the Consumer Rights Act 2015 and other applicable law. For business customers, liability may additionally be limited by the accepted quotation or a separately agreed written contract, where legally reasonable.

14. Delays and events outside our reasonable control

Arrival and completion times are estimates unless we expressly agree a guaranteed time in writing.

We are not responsible for failure or delay caused by circumstances genuinely outside our reasonable control, including severe traffic incidents, road closures, extreme weather, vehicle breakdown despite reasonable maintenance, accidents, emergency restrictions, civil disturbance, strikes, venue closure, building evacuation or sudden illness.

Where such an event occurs, we will take reasonable steps to contact you, reduce disruption and arrange an alternative where practical. If performance becomes impossible, either party may end the affected service. Any refund or payment will take account of work already properly supplied and unavoidable costs, subject to applicable law.

15. When we may refuse, suspend or cancel

We may refuse, suspend or end a service where:

• payment is overdue or appears fraudulent;
• the work is unlawful, unsafe or materially different from what was disclosed;
• you or another person is abusive, threatening or places anyone at risk;
• the vehicle would be overloaded or an item cannot be handled safely;
• required access, authority or attendance is unavailable;
• you commit a serious breach and do not remedy it where a remedy is possible; or
• circumstances outside our control make performance impossible.

Where you are not at fault, we will normally refund advance payments for services not supplied, less any amount lawfully due for work already completed or unavoidable costs. Where cancellation results from your serious breach, you remain responsible for our fair and direct losses.

16. Complaints and disputes

Please raise a concern as soon as possible so we have a reasonable opportunity to investigate and, where appropriate, put matters right.

Send complaints to hello@kylahmanandvan.co.uk with the booking reference, relevant dates, a clear explanation and supporting evidence.

We aim to acknowledge complaints promptly and provide a substantive response within a reasonable time, depending on complexity and the information available.

These terms do not prevent a consumer from contacting Citizens Advice, Trading Standards, using any applicable alternative dispute process, or bringing a claim in court.

17. General terms and governing law

Written variations

A variation is binding only where clearly agreed by us and you. Operational instructions given on the day do not amend these terms unless our authorised representative agrees.

Severability

If a court finds part of these terms unlawful or unenforceable, the remaining parts continue to apply.

No waiver

A delay in enforcing a right does not mean that right is waived.

Third-party rights

Unless expressly stated, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

Governing law

These terms and the contract are governed by the law of England and Wales. Consumers may also have rights to bring proceedings in the part of the United Kingdom where they live. Business disputes are subject to the courts of England and Wales unless otherwise agreed.

Contact details

Kylah Group Ltd
123 City Road, London EC1V 2NX
Company number: 15192701
Email: hello@kylahmanandvan.co.uk
Telephone: 07802 750765