Sutton Man And Van Terms and Conditions
These Terms and Conditions set out the basis on which Sutton Man And Van provides removal, transport, loading, unloading and related services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create clarity around the booking process, pricing, payments, cancellations, liability, prohibited items, and waste handling obligations. Please read them carefully before placing an order for a man and van service, a small move, a furniture collection, or a similar transport arrangement.
These terms apply to all domestic and commercial work unless we agree otherwise in writing. Any special conditions agreed for a particular job will form part of the service contract only if they are confirmed by us in advance. If there is any inconsistency between these terms and any written booking confirmation, the written confirmation will take priority for the specific service being provided. Nothing in these terms limits any rights you may have under applicable consumer law where such rights cannot legally be excluded.
In these terms, references to “we”, “us”, or “our” mean Sutton Man And Van. References to “you” or “the customer” mean the person, business, or organisation booking the service, including any person acting on their behalf. The words “goods”, “items”, or “belongings” include all furniture, boxes, appliances, materials, and other property handled as part of the job. Where a service is arranged by an agent, landlord, tenant, company, or third party, that person must ensure they have authority to agree to these terms.
Bookings may be made by telephone, email, online enquiry, or other communication channels that we may make available from time to time. A booking is not confirmed until we have accepted it and provided a booking reference, written confirmation, or another clear confirmation of the agreed service. We may ask for details such as pickup and delivery addresses, access information, inventory, floor level, parking restrictions, item dimensions, and any special handling requirements. Accurate information is essential because it affects vehicle size, staffing, timing, and the final cost of the man and van hire service.
You are responsible for ensuring that all information provided during the booking process is complete and correct. If the job changes after booking, including the volume of items, access conditions, or the number of floors involved, we may revise the quotation, adjust the arrival time, provide additional staff, or decline to continue where the revised work is unsafe, impractical, or materially different from the original agreement. If any permits, building permissions, parking arrangements, or access arrangements are needed, you must arrange them unless we agree in writing to do so.
We aim to arrive within the agreed time window, but timings may be affected by traffic, weather, mechanical issues, road closures, or delays caused by previous jobs. Time is estimated rather than guaranteed unless we explicitly confirm otherwise in writing. If access is blocked, the collection or delivery location is not ready, or you are not present when required, waiting charges may apply. If we cannot complete the job because of insufficient access or inaccurate information, you may still be charged for the time spent and any costs reasonably incurred by us.
All prices are quoted based on the information available at the time of booking and may be subject to change if the scope of work changes. Unless stated otherwise, quotations are valid for a limited period only and may be withdrawn or amended before acceptance. Prices may be provided as fixed fees, hourly rates, or a combination of both. Extra charges may apply for stairs, long carries, parking costs, congestion or low-emission charges where applicable, waiting time, dismantling or reassembly, specialist handling, and additional labour requested on the day. Any such charges will be explained where reasonably possible.
Payment terms will be confirmed when the booking is accepted. In most cases, payment is due on completion of the service, although deposits, part-payments, or advance payment may be requested for some jobs, especially where a long distance, higher value, or scheduled booking is involved. We may accept cash, bank transfer, card payment, or another method agreed in advance. You must ensure payment is made in full and cleared funds by the agreed time. If payment is late or fails, we may charge reasonable recovery costs and interest to the extent permitted by law.
Invoices must be checked carefully when received. Any query relating to an invoice should be raised promptly and in any event within a reasonable period after issue. Payment of an invoice does not remove your obligation to comply with these terms, nor does it imply that you have waived any claim you may later have under applicable law. We reserve the right to suspend or refuse future services where previous invoices remain unpaid or where there has been a material breach of contract. Any discount or promotional rate applies only to the specific booking to which it was offered.
Cancellations and rescheduling requests must be made as soon as possible. Because our work involves reserving time, staff, and a vehicle, cancellation charges may apply depending on how much notice you give. If you cancel well in advance, we may refund any deposit less any reasonable administrative costs already incurred. If you cancel close to the agreed date or after the team has already been dispatched, a higher charge may apply to cover loss of time and direct expenses. The exact amount will depend on the circumstances and on any specific cancellation terms confirmed at booking.
If you wish to reschedule, we will try to accommodate a new date subject to availability. However, rescheduling is not guaranteed and may be treated as a cancellation followed by a new booking if the change is requested at short notice or if the original resource allocation cannot be reused. We may cancel or postpone the service where necessary for operational reasons, safety concerns, severe weather, or events beyond our reasonable control. If we cancel for reasons within our control, we will either reschedule or refund any prepayment for the undelivered element of the service.
You must ensure that the goods to be moved are owned by you or that you have permission from the owner to arrange the service. You are also responsible for securing fragile, valuable, and personal items unless we have agreed in writing to pack or handle them specifically. We are not required to move items that are unsafe, unlawfully held, improperly packed, or likely to cause damage to property, the vehicle, or people. This includes items that are overweight, leaking, unstable, contaminated, or otherwise unsuitable for transport.
Our liability is limited to losses and damage directly caused by our negligence or by a breach of our obligations under these terms, subject always to applicable law. We do not accept responsibility for pre-existing damage, wear and tear, hidden defects, structural weakness, or damage arising from inadequate packing or from the inherent nature of the item. Where possible, you should identify items that are fragile, high-value, antique, or unusually heavy so that appropriate precautions can be taken. If you request us to move an item that is already damaged or unstable, you do so at your own risk unless we agree otherwise in writing.
We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or delay costs, except where such liability cannot legally be excluded. Our total liability for any claim arising from the service will not exceed the total amount paid or payable for the relevant booking, unless a greater amount is required by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under UK law. These limitations apply to the fullest extent permitted by law.
The customer is responsible for any damage caused by items that are poorly packed, overloaded, dangerous, or not disclosed at the time of booking. If we are asked to dismantle, disconnect, reconnect, or reassemble items, we may do so only where it is safe and within our competence, and we are not responsible for hidden faults or incorrect assembly instructions. Where we help with loading or unloading, you should ensure pathways, floors, and doorways are suitable for the work. We are not liable for damage caused by inadequate access, unsafe surfaces, or instructions given contrary to our advice.
Waste handling is subject to UK waste regulations, including rules relating to the transfer, transport, and disposal of waste and unwanted goods. Unless we have expressly agreed to remove waste as part of a lawful waste collection service, our role is limited to moving items requested by you. If you ask us to dispose of unwanted goods, you must tell us in advance so that the service can be arranged lawfully and any required charges or consignment arrangements can be made. We may refuse to collect or transport waste that is not properly described, segregated, or suitable for lawful disposal.
If any items collected are to be treated as waste, you remain responsible for ensuring that they are correctly identified and that you have the right to transfer them. You must not include hazardous materials, chemicals, asbestos, clinical waste, gas cylinders, paint, batteries, oil, fluorescent tubes, or other restricted items unless we have expressly agreed in writing and the law permits us to handle them. Where waste is accepted, we may require details needed to comply with the waste duty of care, including description, quantity, and origin. Any unlawful or undeclared waste may be refused, returned, or reported where required.
We may issue or retain records relating to a transfer, collection, or disposal in order to comply with legal obligations and operational controls. You agree to provide truthful and complete information about any waste or restricted goods. If you misdescribe items, conceal prohibited materials, or request an unlawful disposal, you will be responsible for all resulting loss, damage, penalties, clean-up costs, fines, and claims arising from that breach. Where a waste transfer note, receipt, or other record is required, cooperation from the customer is a condition of service.
Goods left in our care for any period will be handled with reasonable care and skill. However, you should not leave cash, jewellery, passports, confidential documents, or other irreplaceable items with us unless specifically agreed. Any claim for loss or damage must be notified promptly and with reasonable supporting evidence. You must allow us a fair opportunity to inspect the issue, assess the circumstances, and, where appropriate, remedy the problem. Failure to notify us promptly may affect the outcome of a claim to the extent allowed by law.
If your belongings are stored temporarily in a vehicle or transferred between locations as part of the service, we may take practical steps to secure them, but we do not operate as a storage provider unless separately agreed in writing. Risk in the goods passes to you when the goods are delivered or when delivery is completed according to your instructions. If delivery is delayed because you or your representative is unavailable, we may arrange redelivery, storage, or return at your expense. Any refusal to accept delivery may also give rise to additional charges.
These terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the UK, you may also benefit from mandatory protections under the law that applies in your part of the UK, where those protections cannot be excluded by agreement. Any dispute arising out of or in connection with the service shall be subject to the jurisdiction of the courts of England and Wales, unless mandatory consumer law requires otherwise. If any provision of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force.
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of your booking will apply to that booking unless a change is required by law or we agree otherwise in writing. No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right. Any waiver must be made expressly and in writing to be effective.
Nothing in these terms creates a partnership, agency, or employment relationship between you and us. You may not assign or transfer your rights or obligations under the service contract without our prior written consent. We may use subcontractors, drivers, or assistants to perform all or part of the service, and any such person will be entitled to rely on these terms to the extent necessary to carry out the work safely and lawfully. The customer remains responsible for ensuring that the site is ready for service at the agreed time.
By confirming a booking with Sutton Man And Van, you acknowledge that you have read, understood, and agreed to these service terms. You also confirm that you have authority to enter into the contract, that the information you supplied is accurate, and that you will cooperate with reasonable instructions given by our team for safety, compliance, and efficient completion of the job. These terms are intended to support a fair, lawful, and professional van and man service for all parties involved.