Terms and Conditions for Sutton Man and Van Services
These Terms and Conditions set out the basis on which Sutton Man And Van provides moving, transport, and related support services to customers within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. This page is intended to be a clear legal agreement and should be read carefully before any service is arranged. For the avoidance of doubt, references to "we," "us," and "our" mean Sutton Man And Van, and references to "you" and "the customer" mean the person, business, or organisation requesting the service.
Our services may include single-item transport, domestic removals, office relocations, loading and unloading, collection and delivery, and other agreed transport tasks. The exact scope of work will depend on the booking details and the written or verbal quotation provided. The customer must ensure that all information supplied is accurate, complete, and up to date, including access conditions, item descriptions, collection and delivery addresses, parking restrictions, and any special handling requirements. Failure to provide correct information may affect the price, timing, and performance of the service.
A contract for services is formed when a booking is accepted by us and confirmed to the customer, whether by email, text message, telephone confirmation, or another recorded method. Any quotation given before confirmation is an estimate based on the information available at the time. Unless explicitly stated otherwise, quotations are valid only for the period indicated and may be revised if the job details change. We reserve the right to decline or withdraw a booking where it is unsafe, impractical, unlawful, or outside the scope of our service capability. The customer accepts that access limitations, delays, waiting times, and additional services may result in extra charges.
Booking Process Bookings may be made by providing the required job details, preferred dates, and any relevant instructions. The customer is responsible for checking the booking confirmation and informing us promptly of any errors. Where a deposit or advance payment is required, the booking may not be secured until that payment has been received in full. We may request photographs, item lists, or further information to assess the work. If the customer fails to disclose important details, we may amend the quotation or cancel the booking without liability. Any changes requested after confirmation are subject to availability and may alter the agreed price or timing.
Service Timing and Access We aim to attend within the agreed time window, but arrival times are estimates and may be affected by traffic, weather, delays at previous jobs, or other circumstances beyond our control. The customer must ensure that suitable access is available at both collection and delivery points and that parking arrangements are lawful and practical. If our team cannot begin work due to blocked access, insufficient space, unsafe conditions, or the absence of an authorised contact where required, waiting charges or a failed attendance fee may apply. Reasonable cooperation is expected throughout the service.
Payments, Charges, and Invoicing
All prices are quoted in pounds sterling unless stated otherwise. Charges may be based on time, distance, number of operatives, vehicle size, item weight, access difficulty, or a fixed service fee. Unless expressly agreed in writing, quotes do not include unexpected parking fees, tolls, congestion charges, disposal charges, specialist equipment costs, or additional labour caused by circumstances not disclosed at the time of booking. Where the job extends beyond the original scope, we may issue a revised invoice reflecting the extra work performed.
Payment Terms Payment is due in full on completion of the service unless a different arrangement has been agreed in writing in advance. We may accept bank transfer, card payment, cash, or another approved method. For certain jobs, a deposit may be required to secure the date, and that deposit may be non-refundable where stated. Late payment may result in administrative charges, interest, or recovery costs to the extent permitted by law. We reserve the right to pause, withhold, or suspend ongoing services if payment terms are not met. Ownership of goods does not transfer to us, but any unpaid sums remain due and payable.
Cancellations and Amendments If the customer wishes to cancel or reschedule, reasonable notice should be provided as early as possible. Cancellation fees may apply depending on the notice period, the amount of preparation already undertaken, and whether staff, vehicles, or third-party resources have been reserved. In many cases, a late cancellation on the day of service, or shortly before arrival, may be charged at a significant proportion of the agreed fee. If we must cancel due to vehicle breakdown, staff illness, unsafe conditions, legal restrictions, or other unavoidable events, we will make reasonable efforts to rearrange the booking. However, we will not be liable for indirect losses arising from such cancellation.
Customer Responsibilities You must ensure that all items are ready for collection, suitably packed where packing is your responsibility, and accurately described. The customer must clearly identify any fragile, valuable, heavy, hazardous, or unusually shaped goods. You must also tell us about stairs, narrow access, lifts, restricted entry points, or any other factor that may affect carrying or loading. If the customer or a representative is not present when required, we may proceed based on the information available, leave items in a safe location, or return the goods at extra cost where appropriate. We are entitled to rely on your instructions unless they are manifestly unsafe or unlawful.
Items We May Refuse We may refuse to transport items that are illegal, hazardous, improperly packaged, contaminated, or likely to cause damage to other property, vehicles, or persons. This may include but is not limited to explosives, corrosive substances, live animals, perishables requiring controlled conditions, and goods that are prohibited by law or by our insurance arrangements. If such items are discovered during the job, we may stop work immediately and charge for time already spent. The customer is responsible for ensuring that no restricted or dangerous goods are included in the load unless we have expressly agreed in writing to transport them and all legal conditions are satisfied.
Liability and Insurance We will exercise reasonable care and skill in carrying out the service. Our liability for loss or damage is limited to direct loss caused by our proven negligence or breach of contract. We shall not be liable for pre-existing damage, inadequate packaging, hidden defects, normal wear and tear, or damage caused by items being moved in accordance with the customer’s instructions. Where the customer or a third party assists with loading, unloading, packing, or moving items, we are not responsible for loss or damage resulting from that assistance unless caused by our negligence. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
Claims for Damage or Loss Any claim for loss, damage, or shortage must be reported to us as soon as reasonably practicable and, in any event, within a reasonable time after completion of the service. The customer should retain packaging, photographs, and supporting information so that the matter can be investigated properly. We may require evidence of value, proof of ownership, and details of the alleged incident. If a claim is accepted, our liability may be limited to repair, replacement, or a monetary amount reflecting the direct loss and subject to any applicable insurance recovery. We are not responsible for consequential loss, loss of profit, loss of business, or emotional distress arising from delays or service issues, except where such exclusion is prohibited by law.
Delay, Force Majeure, and Unavoidable Events We will not be in breach of these terms where performance is delayed or prevented by circumstances beyond our reasonable control, including severe weather, road closures, accidents, industrial action, public emergency, fuel disruption, or legal restrictions. In such cases we may rebook the service, alter the route, modify the timing, or cancel the booking if necessary. We shall not be liable for losses that arise solely because of such events, provided we have taken reasonable steps to reduce disruption. If a force majeure event continues for a significant period, either party may cancel the affected booking without further liability, except for fees already due for work completed.
Waste and Disposal Regulations Where our service includes removal, carriage, or disposal of waste, the customer must comply with all applicable waste regulations. The customer must not request disposal of controlled waste, hazardous waste, electrical items, confidential materials, or any regulated substance unless this has been agreed in advance and we are legally able to handle it. Waste must be accurately described, and the customer must not misrepresent commercial waste as domestic waste or otherwise provide incorrect information. We may refuse waste that is contaminated, overfilled, poorly sorted, or unsafe to handle. Where lawful disposal is arranged, the customer authorises us to transport the waste to an appropriate facility and to charge any related disposal, loading, or compliance costs. The customer remains responsible for the lawful origin, description, and declaration of the waste.
General Legal Terms
Property, Title, and Risk Risk in the goods passes to us only for the period during which we are handling them as part of the agreed service and only to the extent required by law and these terms. Title to the goods remains with the customer or the relevant owner at all times. We are entitled to rely on the customer’s authority to instruct us in relation to the goods, and the customer warrants that they have such authority. If we are required to store items temporarily due to access problems, delayed delivery, or waiting instructions, we may apply reasonable storage or re-delivery charges. We will take reasonable care of items in our possession but do not provide long-term storage services unless expressly agreed.
Access, Property Damage, and Protection Measures The customer should remove or protect items that are likely to be affected by the moving process, including carpets, wall decorations, loose fittings, and delicate fixtures. Where requested, we may use blankets, straps, trolleys, and other equipment to reduce the risk of damage, but we do not guarantee that damage will not occur, especially where access is tight or items are heavy. Minor scuffs or marks may occur during normal moving operations and will not amount to a breach unless caused by negligence. If the customer requests that items be moved through restricted spaces, over soft flooring, or in a manner that increases risk, we may require a waiver or may decline that part of the work.
Complaints, Governing Law, and Jurisdiction If the customer has a complaint, it should be raised promptly so that we can investigate and, where appropriate, propose a remedy. These Terms and Conditions, and any non-contractual disputes or claims arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory legal rules provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be severed to the minimum extent necessary, and the remainder shall continue in full force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right.