Man with Van Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Sutton provides removal and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

Customer means the individual, business, or organisation booking or using our services.

We, us, our means Man with Van Sutton, the provider of removal and related services.

Services means any removal, man and van, collection, delivery, packing, loading, unloading, or related services we agree to provide.

Goods means the items, belongings, furniture, equipment, or other property that we are requested to move, transport, handle, or store.

Booking means a confirmed instruction by the Customer for us to provide services on a specified date and time.

2. Scope of Services

We offer man and van and removal services for domestic and commercial customers, generally serving Sutton and surrounding areas. Our services can include loading, transport, unloading, and, if agreed in advance, additional tasks such as basic packing or furniture assembly or disassembly.

The exact scope of the services, including the locations, dates, times, vehicle size, number of operatives, and any additional requests, will be confirmed at the time of booking. Any services outside what is expressly agreed may be subject to additional charges and may be provided only if reasonably practical.

3. Booking Process

3.1 A booking is made when you contact us to request services and we confirm acceptance of your request. Bookings may be made by online form or other agreed method of communication.

3.2 You must provide accurate and complete information during the booking process, including collection and delivery addresses, property access details, parking arrangements, number and nature of items, any heavy or bulky items, and any special handling requirements.

3.3 Our quotation or estimate is based on the information you provide. If the information supplied is incomplete or inaccurate, or if the situation on the day differs significantly from what was described, we reserve the right to amend the price or, if necessary, refuse or discontinue the service.

3.4 Bookings are subject to availability. We will confirm the date and approximate time window for arrival. While we make reasonable efforts to keep to the agreed schedule, timings may be affected by traffic, weather, or other circumstances beyond our control.

4. Quotations and Prices

4.1 Quotations or estimates may be based on hourly rates, fixed prices, or a combination of both, as explained at the time of booking.

4.2 Quotations are given on the assumption of adequate access, parking, and reasonable carrying distance between the vehicle and the property. Additional charges may apply if there are unexpected access issues, such as long carry distances, many flights of stairs, restricted parking, or the need for extra labour.

4.3 Unless stated otherwise, our prices do not include insurance cover beyond our standard liability provisions in these Terms, nor do they include fees such as parking charges, tolls, congestion charges, or third-party costs, which may be added to the final bill if incurred in providing the service.

5. Payments

5.1 You agree to pay for the services in accordance with the price and payment terms confirmed at the time of booking.

5.2 We may require a deposit or prepayment to secure your booking. Any deposit requirement will be advised before the booking is confirmed.

5.3 Unless otherwise agreed, payment of the balance is due on completion of the service on the day of the move. For hourly rate bookings, the chargeable time will start from the agreed arrival time or actual arrival time, whichever is later, and continues until unloading and any agreed tasks are completed.

5.4 We may accept various payment methods, which will be advised during booking. You are responsible for ensuring that payment can be made promptly when due.

5.5 If payment is not made when due, we reserve the right to charge reasonable late payment fees and interest, and to withhold delivery of goods or suspend further services until all outstanding sums are paid in full.

6. Cancellations and Changes

6.1 If you need to cancel or reschedule your booking, you should notify us as soon as possible.

6.2 Cancellations made more than 48 hours before the agreed start time will normally incur no cancellation fee, unless a specific non-refundable deposit has been agreed for your booking.

6.3 Cancellations made within 24 to 48 hours of the agreed start time may be subject to a cancellation fee up to a reasonable proportion of the agreed price, to cover costs and lost opportunity.

6.4 Cancellations made within 24 hours of the agreed start time, or failure to be available at the collection address at the agreed time, may be charged up to the full quoted price.

6.5 If you wish to change the date, time, or scope of the services, this will be subject to availability and may result in a revised quotation. We will try to accommodate changes but cannot guarantee that any requested amendments can be made.

6.6 We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to vehicle breakdown, severe weather, road closures, or staff illness. In such cases, we will notify you as soon as reasonably practicable and offer an alternative date or a refund of any prepayments for services not provided. We are not liable for any consequential losses arising from such cancellation or postponement.

7. Customer Obligations

7.1 You are responsible for ensuring that:

The premises at collection and delivery addresses are accessible and safe for our staff.

Sufficient parking is available close to the property and any necessary permits or permissions have been arranged in advance.

Goods are properly packed and prepared for transport, unless we have agreed in writing to provide packing services.

Any fragile, valuable, or particularly delicate items are clearly identified and, where appropriate, adequately protected or separately insured.

7.2 You must not request us to transport or handle any prohibited, dangerous, illegal, or hazardous goods, including but not limited to explosives, flammable substances, drugs, weapons, or items that may pose a health and safety risk.

7.3 You, or a responsible representative, should be present at collection and delivery to provide instructions, check that all goods are loaded and unloaded, and sign any relevant documentation. If no one is present, we will carry out our work as instructed but accept no responsibility for items left behind or for the placement of items at the delivery address.

8. Our Responsibilities and Liability

8.1 We will exercise reasonable care and skill in providing the services, handling goods, and moving them between the specified addresses.

8.2 Our liability for loss of or damage to goods is limited to direct physical loss or damage caused by our negligence while the goods are in our custody and control. We are not liable for any loss or damage arising from circumstances outside our reasonable control, or from the inherent characteristics of the goods.

8.3 We are not liable for:

Loss or damage caused by natural wear and tear, inherent defects, or pre-existing damage.

Damage to fragile or poorly packed items where we did not carry out the packing.

Damage to items that are unsuitable for transport, inadequately protected, or loaded contrary to our instructions.

Loss of data, software, or digital content on computers, devices, or storage media.

8.4 Unless specifically agreed, we do not dismantle or reinstall appliances, fittings, or specialised equipment. If we agree to assist with such tasks, this is done without assumption of professional responsibility for installation, and our liability is limited accordingly.

8.5 Our total liability for any claim, whether arising from negligence, breach of contract, or otherwise, shall be limited to a reasonable amount in proportion to the charges paid for the service in question, subject to any mandatory legal requirements. We do not exclude or limit liability for death or personal injury caused by our negligence or for any other liability that cannot legally be excluded.

8.6 We are not liable for indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment arising from delay, damage, or failure to perform the services.

9. Time Limits for Claims

9.1 You must inspect the goods on delivery and report any visible loss or damage to our staff as soon as reasonably practicable.

9.2 Any claim for loss of or damage to goods must be notified to us in writing within a reasonable period after the completion of the service, giving full details of the alleged loss or damage. Failure to notify us within a reasonable time may affect our ability to investigate and may reduce or extinguish any liability we may have.

10. Parking, Access, and Charges

10.1 You are responsible for arranging suitable parking at both collection and delivery addresses. Any parking charges, fines, or penalties incurred due to insufficient or inappropriate parking arrangements may be added to your bill where they result directly from fulfilling your instructions.

10.2 If access to the property is restricted, involves multiple flights of stairs, or is significantly more difficult than described at the time of booking, additional charges may apply to compensate for extra time, labour, or equipment required.

11. Waste and Disposal Regulations

11.1 We are a removal service and not a waste disposal contractor. We will not remove or dispose of waste, rubbish, or items classified as controlled waste unless this has been specifically agreed in advance and complies with all relevant regulations.

11.2 Items intended for disposal must be declared to us before the service begins. We reserve the right to refuse to carry items that we reasonably believe may be classed as waste or may not be lawfully disposed of through normal channels.

11.3 Where we agree to remove items for disposal, this will be carried out in accordance with applicable waste and environmental regulations. Any associated fees, including disposal charges and transfer costs, will be added to your bill.

11.4 You must not ask us to dispose of hazardous, clinical, or prohibited waste. Responsibility for compliance with waste regulations rests with the Customer in respect of items they ask us to handle. If you breach this obligation, you may be liable for any resulting fines, penalties, or costs.

12. Delays and Waiting Time

12.1 While we aim to arrive and complete the work within the agreed time frame, delays may occur due to factors beyond our control. We will keep you informed where reasonably possible, but we are not responsible for any indirect losses caused by delay.

12.2 If our team is required to wait because the property is not ready, access is not available, or keys have not been provided at the agreed time, we reserve the right to charge for waiting time at our standard hourly rate.

13. Insurance

13.1 You are encouraged to arrange suitable insurance cover for your goods during the move, particularly for high-value or fragile items. Our liability is limited as outlined in these Terms and Conditions and may not provide full replacement value for all items.

13.2 Any optional additional cover or specific insurance we may offer will be subject to separate terms, which will be provided to you if applicable.

14. Complaints

14.1 If you are unhappy with any aspect of our services, you should contact us as soon as possible, providing your name, date of service, and details of your concerns.

14.2 We will investigate complaints in a fair and timely manner and will seek to resolve issues through discussion and, where appropriate, reasonable remedial action.

15. Data Protection and Privacy

15.1 We may collect and process personal information such as your name, address, and contact details for the purpose of managing your booking, providing the services, and handling payments and enquiries.

15.2 We will handle your personal data in accordance with applicable data protection laws and will not sell your information to third parties. Information may be shared with third parties only where necessary for providing the services, complying with legal obligations, or enforcing our rights.

16. Variation of Terms

16.1 We reserve the right to update or amend these Terms and Conditions from time to time. Any changes will apply to bookings made after the revised Terms are published or otherwise communicated to you.

16.2 The Terms and Conditions in force at the time of your booking will apply to that booking, unless we agree otherwise in writing.

17. Severability

17.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court or other competent authority, that provision shall be removed or reduced to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

18. Governing Law and Jurisdiction

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

18.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services we provide, subject to any mandatory rights you may have as a consumer under applicable law.

By booking or using the services of Man with Van Sutton, you acknowledge that you have read, understood, and agree to these Terms and Conditions.