Sutton Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Sutton Man and Van provides removal, man and van, transport and related services. By placing a booking or allowing work to commence, you agree to be bound by these Terms and Conditions.

These terms are intended to apply to all domestic and commercial customers using our removal and transport services within our normal service area and for jobs starting or ending in the United Kingdom.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

"We", "us", and "our" refer to Sutton Man and Van as the provider of removal and transport services.

"You" and "your" refer to the customer, being the person, firm or organisation requesting the services.

"Services" means any removal, collection, delivery, loading, unloading, packing, unpacking, transport, storage assistance or related services provided by us.

"Goods" means the items, belongings, furniture, equipment or other property which we are asked to move, handle, transport or otherwise deal with.

Service Description and Area

We provide man and van and removal services including, but not limited to, household moves, flat moves, office relocations, furniture deliveries, small item transport and light commercial moves. Services are usually arranged on a pre-booked basis with either an hourly rate or a fixed price quotation.

Our core service area covers local and regional removal and transport work, with longer distance moves available by agreement. Any specific travel charges, congestion charges, tolls or parking fees that apply to your move will be notified to you as part of the quotation or booking process where reasonably possible.

Booking Process

You may request a quotation for our services by providing accurate information about the type of move, addresses, access conditions, property size, approximate volume or list of goods, and any special requirements such as dismantling or reassembly, packing, or additional labour.

Quotations are based on the information you provide and are not binding if that information is incomplete or inaccurate, or if the circumstances of the move change. We reserve the right to adjust the price if the actual work differs from the description originally provided.

A booking is only confirmed once you have accepted our quotation or agreed rate and we have confirmed the date, time, and key details of the job. Confirmation may be provided verbally or in writing using our usual communication methods.

We may request further information before confirming your booking, including confirming access restrictions, parking arrangements, and whether any items are unusually heavy, fragile, or require specialist handling.

It is your responsibility to obtain and pay for any necessary parking permits, suspension of parking bays, or access permissions required at either collection or delivery addresses, unless we have explicitly agreed in advance to arrange this on your behalf.

Payments and Charges

Our charges may be calculated on an hourly rate, a fixed price quotation, or a combination of both. Any minimum charging period, call-out fee or additional charges will be made clear to you before the booking is confirmed, as far as reasonably possible.

You agree to pay our charges in full using the payment methods we make available, which may include cash, bank transfer or card payment. Unless otherwise agreed in writing, payment is due on completion of the job on the same day that services are provided.

For larger moves or longer distance work, we may require a deposit or part payment in advance to secure the booking. The amount and due date of any deposit will be stated at the time of booking. Deposits are generally non-refundable except where we cancel the booking or as otherwise set out in these Terms and Conditions.

If payment is not made when due, we reserve the right to charge interest on the overdue amount at the statutory rate, and to recover all reasonable costs incurred in the collection of overdue payments, including legal and enforcement costs.

Where we have agreed to invoice a business customer, payment terms will be as stated on our invoice. If no period is specified, payment will be due within seven days of the invoice date.

Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking subject to the following conditions.

If you cancel more than 72 hours before the agreed start time of the job, any deposit paid may be refunded at our discretion, less any irrecoverable costs we have incurred specifically for your booking.

If you cancel within 72 hours of the agreed start time, we may retain part or all of your deposit, or charge a cancellation fee up to a reasonable proportion of the quoted price, to cover time reserved and any costs incurred.

Late rescheduling may be treated as a cancellation and rebooking. We will try to accommodate changes in date or time but cannot guarantee availability.

If we are delayed or unable to carry out the services due to events beyond our reasonable control, including severe traffic disruption, accidents, extreme weather, breakdowns, or access issues caused by third parties, we will inform you as soon as possible and will seek to agree an alternative time or date. We will not be liable for any loss arising from such delays, provided we take reasonable steps to perform or rearrange the services.

If we are unable to provide the services due to our own fault and cannot offer a reasonable alternative, you will be entitled to a refund of any deposit or advance payment relating to the affected booking. This will be your sole remedy for our failure to attend, except where otherwise required by law.

Your Responsibilities

You must ensure that you or a responsible person is present at the collection and delivery addresses for the duration of the move to provide access, directions and instructions, and to sign any relevant paperwork or job completion records.

You are responsible for properly packing, securing and labelling your goods unless we have agreed to provide packing services. Fragile items should be clearly identified and appropriately protected using suitable materials.

You must clearly inform us of any items that are particularly valuable, fragile, delicate, or require special handling. We reserve the right to refuse to move any item that we reasonably consider to be unsafe to lift or transport.

You must ensure that access to the property is safe and suitable for our staff and vehicle, including ensuring that stairways, lifts and corridors are clear, and that we are informed of any restrictions such as narrow doors, low ceilings or shared access that may affect the move.

Where parking restrictions apply, you are responsible for ensuring that legal parking is available for our vehicle near the property. Any penalties, fines, clamping or towing charges that arise from your failure to arrange suitable parking or permits may be added to your bill.

Items Not Accepted and Prohibited Goods

Unless we have specifically agreed in advance, we do not transport live animals, perishable foods, illegal goods, hazardous materials, flammable substances, explosives, gas cylinders, weapons, or any items that are unsafe or unlawful to carry.

We also do not accept responsibility for jewellery, cash, important documents, or items of exceptional value that have not been disclosed to us in writing and specifically agreed for transport. You are strongly advised to carry such items personally.

We reserve the right to refuse to handle or transport any goods that we reasonably believe present a risk to safety, property, or legal compliance.

Liability and Limitations

We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to your goods arising from our negligence or breach of contract is limited as set out in this section.

We will not be liable for any loss or damage that occurs where:

Goods were already damaged, defective or unstable before we handled them.

Goods were not properly packed or protected by you, unless we carried out the packing.

Goods were damaged as a result of normal handling of self-assembly furniture or furniture that is unsuitable for transport in its assembled state.

Loss or damage arises from wear and tear, deterioration, or pre-existing weaknesses in materials, including pressboard, veneer or similar.

Loss occurs to valuables or prohibited items that we did not agree in writing to carry.

Our total liability for any single event or series of connected events will not exceed a reasonable replacement value for the specific items lost or damaged, subject to any limits that may have been communicated to you at the quotation or booking stage. We may also require evidence of the value of any item claimed as lost or damaged.

We will not be liable for any indirect, consequential or purely economic loss, including loss of profit, loss of business, loss of opportunity, or emotional distress, whether arising from delay, damage, or any other cause, except where such exclusion is not permitted by law.

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by applicable law.

Damage to Property

We will take reasonable care to avoid damage to property when carrying out the services. You should inform us of any existing damage or structural weakness at the premises before work begins.

We will not be liable for damage to premises or fixtures where such damage arises from pre-existing defects, poor construction, weak or brittle materials, or where our staff have followed your specific instructions against our advice.

If we cause damage to property due to our negligence, you must notify us as soon as possible and in any event within a reasonable time after completion of the job. We may arrange an inspection and will consider repair, compensation, or other appropriate remedy, subject to our overall liability limitations.

Waste Regulations and Disposal

We operate in accordance with relevant waste and environmental regulations when handling and transporting items for disposal. We are not a general waste collection service and will only remove waste or unwanted items if this has been agreed in advance as part of the booking.

Where we agree to remove items for disposal, we will handle them as waste and transfer them only to authorised facilities or carriers. Certain items, such as fridges, freezers, electrical goods or hazardous materials, may require specific handling, additional charges or may not be accepted.

You are responsible for accurately describing items that you wish us to remove as waste. If we arrive to find materials that are hazardous, contaminated, or otherwise unsuitable for transport under our usual arrangements, we may refuse to remove them or may need to adjust the price to reflect additional handling and disposal requirements.

Fly tipping and unlawful disposal of waste are criminal offences. We will not participate in any disposal request that breaches waste regulations, and we reserve the right to refuse or suspend services where we consider that a request might be unlawful.

Insurance

We maintain appropriate insurance for our business activities, including cover for public liability. This does not replace your own responsibility to ensure that your goods are adequately insured for removal and transit.

We strongly recommend that you arrange suitable contents or removal insurance for the full replacement value of your goods. Our liability remains subject to the limitations set out in these Terms and Conditions, regardless of any insurance arrangements you may have.

Complaints and Claims

If you are unhappy with any aspect of our service, you should raise your concerns with us as soon as reasonably possible so that we have an opportunity to resolve the issue.

Any claim relating to loss of or damage to goods, or damage to property, should be notified to us in writing as soon as the issue is discovered and no later than seven days after the completion of the job, unless there is a good reason why you could not reasonably have been aware of the issue within that period.

We may request photographs, receipts, or other evidence of loss or damage to assess your claim. Failure to provide reasonable evidence may affect our ability to investigate and resolve the matter.

Data Protection and Privacy

We collect and use your personal information only for the purposes of providing our services, processing bookings and payments, communicating with you, and meeting our legal obligations.

We will keep your information secure and will not share it with third parties except where necessary to carry out the services, process payments, comply with legal requirements, or where you have given your consent.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be treated as deleted and the remaining provisions shall continue in full force and effect.

Any failure or delay by us in enforcing any right or provision under these Terms and Conditions shall not be considered a waiver of that right or provision.

We may update or amend these Terms and Conditions from time to time. The version that applies to your booking will be the version in force at the time you confirm your booking, unless a change is required by law or regulation.

Nothing in these Terms and Conditions is intended to confer any benefit on any third party, and no person who is not a party to the contract between you and us shall have any rights to enforce any of its terms.