Terms and Conditions

Sutton Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Sutton Man and Van provides removal and related services to private and commercial customers. By booking or using our services you agree to be bound by these Terms and Conditions. You should read them carefully before confirming a booking.

1. Definitions and Interpretation

In these Terms and Conditions the following words have the meanings given to them:

Agreement means the contract between you and Sutton Man and Van incorporating these Terms and Conditions and any written quotation or booking confirmation.

Services means any removal, transportation, loading, unloading, packing, unpacking, storage, or related services provided by Sutton Man and Van.

Vehicle means any van or other vehicle used by Sutton Man and Van to perform the Services.

Goods means the items, belongings, furniture, equipment, and any other property that you ask us to move or handle.

We, us, our means Sutton Man and Van.

You, your means the customer who books or uses our Services, whether as an individual, company, or other organisation.

2. Scope of Services

We provide man and van removal and transportation services, including loading, unloading, and delivery of Goods between specified addresses. Additional services such as packing, unpacking, furniture disassembly and reassembly, and internal moves may be offered by prior agreement.

Our services are primarily provided within our usual service area. We may, at our discretion, agree to travel outside this area for additional charges. Any such arrangements will be confirmed at the time of booking.

We do not provide professional installation services for electrical, gas, or plumbing items and will not disconnect or reconnect such items unless clearly agreed and only where it is safe and lawful to do so.

3. Booking Process

Bookings may be made by completing a booking request or by providing details of the required Services by telephone or other agreed method of communication. A booking is only confirmed when we have accepted your request and provided a booking confirmation or quotation acceptance.

You must provide accurate information about:

The collection and delivery addresses

Access details, such as floor levels, lifts, parking restrictions, and distances from the Vehicle to the property

The nature, quantity, and approximate value of the Goods

Any particularly heavy, bulky, fragile, or high-value items

Any time restrictions, building rules, or other relevant requirements

If the information you provide is incomplete or inaccurate, we may adjust the price, change the Services available, add surcharges, or in serious cases cancel the booking.

We reserve the right to refuse a booking for any reason, including where we consider the job unsafe, unlawful, or beyond our operational capacity.

4. Quotations and Pricing

Any quotation we provide is based on the information supplied by you and our current rates. Quotations may be given as fixed-price quotes or as estimates based on time and distance. We will specify the basis of pricing in the booking confirmation.

Unless stated otherwise, quotations exclude:

Parking, congestion, toll, ferry, or other third-party charges

Any customs duties, import, or export fees

Storage charges or additional handling fees

Any work outside normal working hours where a premium rate may apply

We may amend a quotation or charge additional fees if:

The Services take longer than anticipated due to reasons outside our control

Additional items are included that were not originally declared

Access is more difficult than advised or requires additional staff, equipment, or time

There are delays caused by you, your agents, or third parties at collection or delivery locations

5. Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows:

A deposit may be required to secure your booking. This will be confirmed at the time of booking.

Full payment of the remaining balance is due immediately on completion of the Services, or in advance for certain jobs as notified to you.

We may accept various payment methods such as card payments, bank transfers, or cash, subject to availability and our current policies.

If payment is not made when due, we reserve the right to:

Charge interest on overdue amounts at the maximum rate permitted by law from the due date until the date of payment

Retain Goods in our possession until full payment is received, including any additional storage or handling charges

Cease provision of any further Services until outstanding sums are paid

You are responsible for all charges properly incurred under the Agreement, including any additional costs, storage fees, parking fees, or charges arising from delays or changes not caused by us.

6. Customer Responsibilities

You are responsible for:

Ensuring that adequate parking is available at both collection and delivery addresses and for obtaining any permits or permissions required

Ensuring that the premises are safe for our staff to work in and that access routes are clear

Properly packing and securing Goods unless you have requested and paid for a packing service

Removing any fixtures, fittings, or doors as necessary to allow large items to be moved, unless we have specifically agreed to do this work

Being present or appointing a representative at the collection and delivery addresses to guide our team and sign job sheets or delivery notes

Checking that nothing has been left behind before our team leaves each address

You must not ask our staff to undertake any work that is unsafe, illegal, or likely to cause damage to the Vehicle, the premises, or any Goods.

7. Cancellations and Amendments

You may cancel or amend your booking by notifying us as soon as possible. The following cancellation terms will usually apply unless otherwise agreed in writing:

If you cancel more than a specified number of days before the scheduled start time, any deposit may be refundable or transferable, at our discretion.

If you cancel within a short period before the scheduled start time, a cancellation fee may apply, up to the full quoted price, to cover our costs and loss of booking.

If you fail to be present at the agreed time and location, or if collection or delivery cannot be completed due to reasons within your control, we may treat this as a cancellation and charge the full amount.

Where you request changes to the date, time, or scope of the Services, we will try to accommodate them but cannot guarantee availability. Changes may result in revised charges.

We may cancel or postpone the Services for reasons including severe weather, Vehicle breakdown, illness, safety concerns, or other events beyond our reasonable control. In such cases we will aim to reschedule the job as soon as reasonably possible, and our liability will be limited to refunding any amounts paid for Services not provided.

8. Loading, Transport, and Delivery

We will take reasonable care in loading, transporting, and unloading your Goods. Our staff will determine how Goods are loaded and secured within the Vehicle in order to maximise safety and minimise the risk of damage.

We may refuse to move Goods that in our reasonable opinion are unsafe, excessively heavy, improperly packed, illegal, or likely to cause damage or contamination to the Vehicle or other Goods.

Delivery will be made to the agreed delivery address or addresses. If you or your representative are not present to receive the Goods, we may leave them with another person at the address if you have authorised this in advance, or return the Goods to storage at your cost.

Any waiting time caused by delays in gaining access to premises, waiting for keys, or other similar issues may be chargeable at our normal hourly rate or at a rate specified in your quotation.

9. Exclusions and Prohibited Items

Unless explicitly agreed in writing, we do not carry:

Explosives, flammable or hazardous substances, or compressed gases

Illegal goods, stolen property, or any items prohibited by law

Live animals, plants that may be prohibited, or perishable food items

Cash, securities, precious metals, jewellery, or high-value collections

Any item that requires specialist handling or licensing that we do not hold

If you include any prohibited or excluded items without our knowledge, you do so entirely at your own risk, and we accept no liability for loss, damage, or consequences arising from such items.

10. Waste Regulations and Disposal

We operate in accordance with relevant waste management legislation when transporting or disposing of waste materials. We are not a general rubbish collection service, and any removal of waste or unwanted items must be agreed in advance.

Where we agree to remove waste or unwanted items:

We will only take waste types that we are legally permitted to carry and dispose of

Certain items such as fridges, freezers, mattresses, electrical items, and construction waste may attract additional charges

Hazardous or controlled waste will not be removed unless we have specifically agreed and hold appropriate authorisation

You are responsible for ensuring that any waste given to us for removal belongs to you or that you have the authority to dispose of it

We may refuse to collect any waste if we reasonably believe that doing so would breach legal or regulatory requirements.

11. Limitation of Liability

We will exercise reasonable care and skill in providing the Services. However, our liability is subject to the limitations set out in this Agreement.

We are not liable for any loss, damage, or failure to perform our obligations where caused by events beyond our reasonable control, including extreme weather, road closures, accidents, breakdowns, strikes, or delays caused by third parties.

We are not liable for:

Normal wear and tear, minor scuffs, or superficial marks occurring in the ordinary course of moving Goods

Damage to Goods that were not adequately packed, protected, or prepared by you when we were not contracted to pack them

Damage arising from the movement of items that are too large to be moved safely through the property but which you insisted we attempt to move

Damage to the internal or external structure of the property where such damage arises from inadequate protection, fragile finishes, or pre-existing defects

Loss of profits, business interruption, loss of opportunity, or any indirect or consequential loss

Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable limit per job, taking into account the value of the Goods and any insurance arrangements you may have. You are strongly advised to maintain your own insurance cover for the full value of your Goods.

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

12. Claims and Complaints

If you believe that Goods have been lost or damaged, or you are dissatisfied with any aspect of our Services, you must notify us as soon as reasonably possible.

You should inspect Goods at the time of delivery wherever possible and note any visible damage on the job sheet or delivery note. Any claim for loss or damage should be submitted within a reasonable period after the completion of the Services, together with evidence of the alleged loss or damage.

We will investigate all properly notified claims. Our liability, if any, will be determined in accordance with these Terms and Conditions and applicable law.

13. Insurance

We may maintain certain insurance policies in respect of our operations. However, this is not a substitute for your own contents or business insurance. You remain responsible for insuring your Goods for their full value during the move and any period of storage.

Any assistance we provide in relation to insurance matters is given without obligation and does not constitute advice. You should seek independent advice from your insurer or broker as needed.

14. Data Protection and Privacy

We will collect and process personal information such as names, addresses, and contact details for the purpose of managing bookings, providing Services, processing payments, and handling enquiries or complaints.

We will take reasonable steps to keep your personal data secure and will only share it where necessary to deliver the Services, comply with legal obligations, or enforce our rights. By using our Services, you consent to such processing in accordance with applicable data protection laws.

15. Termination

We may terminate the Agreement or suspend the provision of Services immediately by notice to you if:

You fail to pay any amount due under the Agreement on the due date

You commit a serious breach of these Terms and Conditions or repeatedly breach them

We reasonably believe that continuing to provide Services would be unsafe, unlawful, or expose us to unreasonable risk

On termination you must immediately pay all outstanding amounts due, including any charges for Services already performed and any costs reasonably incurred in connection with termination.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with the Agreement 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 or formation.

17. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

No failure or delay by us in exercising any right or remedy under the Agreement shall operate as a waiver of that or any other right or remedy.

You may not assign or transfer your rights or obligations under the Agreement without our prior written consent. We may assign or subcontract all or any of our rights and obligations under the Agreement, provided that this does not reduce the level of service or protection you receive.

These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and us in relation to the Services and supersede any prior understandings or arrangements. Any variation to these Terms and Conditions must be agreed in writing.