These Terms and Conditions set out the basis on which Man With Van Sutton provides removal, delivery, transport, and related van services to customers in the UK. By making a booking, you agree that you have read, understood, and accepted these terms. Please read them carefully before confirming any service. These terms are intended to be clear and fair, and they apply whether you are booking a small local move, a single-item collection, or a larger domestic or commercial transport job.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the Man With Van Sutton name, and references to “you” or “the customer” mean the person, company, or organisation making the booking. The terms below should be read together with any written quotation, job confirmation, or service notes issued for your booking. If there is any inconsistency, the written booking confirmation will usually apply first, unless mandatory law says otherwise.

These conditions are designed to cover the usual matters that arise in van-based transport services, including booking arrangements, payment obligations, cancellation rights, loss or damage issues, and compliance with waste and environmental rules. They do not affect your statutory rights as a consumer where applicable.

1. Booking process

All bookings are subject to availability and acceptance by us. A booking may be requested by phone, email, online form, or any other method we make available from time to time. When you submit a request, you must provide accurate and complete information about the job, including collection and delivery addresses, access conditions, items to be moved, parking restrictions, time preferences, and any special handling needs. If the information provided is incomplete or incorrect, the quotation may change, or the service may need to be amended or refused.

Any price estimate given before we confirm the booking is based on the information available at that time and is not guaranteed unless expressly stated as fixed. A booking becomes confirmed only when we have accepted it and, where required, received any deposit or advance payment. We may refuse a booking at our discretion, including where the job appears unsafe, unlawful, beyond our capacity, or inconsistent with our service standards. We also reserve the right to request proof of identity, proof of address, or additional details before confirming the work.

2. Customer obligations before the move

You are responsible for ensuring that the premises, items, and access routes are ready for the scheduled service. This includes arranging suitable parking, obtaining any necessary permits, notifying building management if required, and making sure that doors, lifts, stairways, and communal areas can be used safely. If access is delayed or prevented because of issues within your control, additional waiting time, re-delivery costs, or abortive visit charges may apply.

You must ensure that any items you ask us to transport are legally owned by you, or that you have the lawful authority to arrange their movement. You must tell us in advance about anything fragile, unusually heavy, hazardous, valuable, or difficult to carry. We do not carry prohibited goods, and we may refuse to handle items that are unsafe, likely to cause damage, or not properly packed. Where disassembly, reassembly, wrapping, or lifting assistance is requested, this should be agreed in advance and may involve additional charges.

It is your responsibility to make your own arrangements for safeguarding documents, cash, jewellery, data storage devices, medicines, and other highly sensitive or irreplaceable items. Unless we have agreed otherwise in writing, these should not be included in the load. We recommend that you retain essential personal belongings separately and that you take out appropriate insurance if the goods are of particular value.

3. Payments, deposits, and charges

Our prices may be calculated on a fixed-fee basis, hourly basis, mileage basis, or a combination of these, depending on the nature of the job. Any quotation will normally state what is included, such as vehicle use, driver time, loading assistance, fuel allowance, and any agreed equipment. Charges may increase if the job takes longer than expected due to delays, additional items, changes to the route, waiting time, access problems, or requests made on the day that fall outside the original scope.

Where a deposit is required, it must be paid by the deadline stated at the time of booking. A deposit may be non-refundable in certain circumstances, particularly where the work has been reserved exclusively for you and we are unable to reallocate the slot at short notice. The balance must be paid in full on completion of the service unless we have agreed a different arrangement in writing beforehand. We accept payment by the methods we notify to you, which may include bank transfer, card payment, or cash, subject to any limits or processing requirements we set.

Late payment may result in the suspension of further services and, where legally permitted, interest and reasonable recovery costs may be added to unpaid sums. If a payment is reversed, disputed without good reason, or fails due to insufficient funds, you will remain liable for the amount due together with any fees incurred. Any discount or special offer applies only to the specific booking and only if all conditions for that offer are met.

4. Cancellations, rescheduling, and waiting time

You may cancel or reschedule a booking by giving notice in writing or by another method we accept. The amount of notice required and any cancellation charges will depend on the timing of the cancellation and the resources already allocated to your job. If you cancel well in advance, we may at our discretion refund a deposit in full or in part. If you cancel close to the scheduled time, fail to provide access, or do not attend the agreed collection point, we may charge a cancellation fee or the full booked amount where appropriate and lawful.

We may need to reschedule or cancel a booking due to adverse weather, vehicle breakdown, road closures, staff unavailability, safety concerns, or other events beyond our reasonable control. In those circumstances, we will aim to notify you as soon as reasonably practicable and offer an alternative date or a refund of any prepayment for work not carried out. We are not responsible for indirect losses arising from a change to the booking, provided we have acted reasonably and in accordance with these terms.

5. Loading, transport, and delivery

We will take reasonable care when loading, securing, transporting, and unloading your items. However, you acknowledge that removal and transport work can involve unavoidable handling risks, especially where items are bulky, awkward, or previously damaged. Where possible, items should be packed securely and labelled by you. We may refuse to move items that are broken, leaking, unstable, or unsafe to carry. If we agree to move items to a location different from the original booking, any extra time or cost may be charged at our standard rate or another rate agreed at the time.

Delivery times are estimates only unless we have agreed a fixed delivery window in writing. Traffic, access delays, weather, or other operational issues may affect arrival or completion times. We will use reasonable skill and care, but we do not guarantee exact arrival times unless the booking confirmation expressly says otherwise. If no one is available to receive the items at the delivery address, we may need to wait, return later, store the goods temporarily if agreed, or take them back, in which case extra charges may apply.

Where we unload items into your premises, you should check them promptly on delivery. Any visible damage or shortage should be noted as soon as reasonably possible. This does not remove the need to notify us of hidden damage within a reasonable time after the service, supported where possible by photographs or other evidence. Failure to report an issue promptly may affect our ability to investigate properly.

6. Liability and limitation

We accept liability for loss or damage caused by our negligence or breach of contract, subject to the limits and exclusions set out in these terms and to any rights you have under law. Our liability is limited to direct loss only. We will not be responsible for indirect, consequential, or economic losses such as loss of profit, missed opportunities, loss of business, or inconvenience, unless such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

We are not liable for damage caused by items being inadequately packed, already defective, improperly labelled, or unsuitable for transport. We are also not responsible for damage arising from hidden faults, normal wear and tear, poor access, customer instructions, or unavoidable movement during transit where the items were not packed and secured by us and no negligence can be shown. If you require enhanced protection, you should tell us before the booking so that suitable arrangements can be discussed.

Where we are found liable, our liability will not exceed the reasonable repair cost, replacement value, or declared value of the affected goods, whichever is lower, unless a different figure has been agreed in writing or required by law. Any claim must be supported by evidence, including proof of ownership, value, and the nature of the loss. You must take reasonable steps to minimise any damage or loss once it becomes apparent.

7. Waste regulations and disposal

If the service includes waste removal, clearance, or disposal, you must ensure that the waste is accurately described and legally capable of being collected and transported. We operate in accordance with applicable UK waste regulations and environmental requirements. We may need to know the type of waste, whether it contains electrical items, metals, timber, furniture, green waste, or mixed materials, and whether it is household, commercial, or specialist waste. We will not knowingly collect prohibited, hazardous, or unauthorised waste.

Where waste is collected, the customer is responsible for declaring any dangerous substances, contaminants, sharps, batteries, chemicals, gas cylinders, asbestos, clinical waste, or other restricted items. If such materials are discovered during the job and were not disclosed beforehand, we may stop work immediately, refuse collection, or arrange appropriate disposal where legally and operationally possible, subject to extra charges. You agree to cooperate with any lawful waste transfer procedures, record-keeping, or documentation needed for compliance.

We may require the separation of waste streams, access to the property, or confirmation of the source of the waste in order to comply with our obligations. Items left for disposal must not be fly-tipped, dumped illegally, or presented in a way that breaches environmental law. You remain responsible for ensuring that any waste handed over to us is lawfully transferred and accurately described. If you are uncertain whether an item can be collected, you must ask before the job is confirmed.

8. Claims, complaints, and termination

If you believe we have not performed the service with reasonable care and skill, you should notify us as soon as possible so that we can investigate. Please provide the date of the job, a description of the issue, and any supporting evidence. We may inspect the goods, request photographs, and ask for proof of value or repair quotations. If a claim is valid, we may choose to repair, replace, compensate, or otherwise resolve the matter in a way that is reasonable in the circumstances.

We may terminate or suspend a booking immediately if you provide false information, fail to pay, behave abusively, create unsafe conditions, ask us to act unlawfully, or otherwise breach these terms in a serious way. If we terminate for your breach, you may still be liable for charges already incurred and for any reasonable losses caused by the breach. We may also decline future bookings where there has been a material issue with safety, payment, or conduct.

9. Governing law and general provisions

These Terms and Conditions are governed by the laws of England and Wales. If you are a customer resident in Scotland or Northern Ireland, any mandatory consumer protections that apply in your jurisdiction will continue to apply where required by law. Any dispute arising from these terms will be dealt with by the courts that have jurisdiction under applicable law.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. No failure or delay by us in exercising any right or remedy will operate as a waiver of that right or remedy. Any variation to these terms must be agreed by us in writing. These terms represent the entire agreement between you and us in relation to the relevant booking, together with the written quotation and confirmation, and they supersede previous discussions or representations to the extent permitted by law.

By proceeding with a booking for Man With Van Sutton, you confirm that you have the authority to enter into these terms on behalf of yourself or the organisation you represent, and that you accept the obligations set out above. If you do not agree with any part of these conditions, you should not confirm the booking or allow the service to proceed.