Terms and Conditions

Man With a Van Sutton Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Sutton provides removal, delivery, man and van, and related services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing 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 that requests or pays for the services.

Services means any removal, man and van, transport, delivery, loading, unloading, packing, or related work carried out by us.

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

Contract means the agreement between the Customer and Man With a Van Sutton which incorporates these Terms and Conditions and any written quotation or confirmation we provide.

2. Scope of Services

We provide man and van and removal services, including local and regional moves, item collection and delivery, and light commercial transport. The exact scope of services for each job will be set out in our quotation or booking confirmation.

Any tasks not expressly agreed in writing, such as disconnection or reconnection of appliances, dismantling or reassembly of complex furniture, or packing services, will only be undertaken at our discretion and may incur additional charges.

3. Booking Process

3.1 Enquiries and quotations

Customers may request a quotation by providing details of the property access, addresses, dates, times, inventory of items, and any special requirements. Quotations are based on the information supplied and are subject to revision if the information provided is incomplete or inaccurate.

Unless otherwise stated, quotations are estimates only and not a fixed price. If a fixed price is agreed, this will be clearly stated in the written confirmation.

3.2 Confirming a booking

A booking is only confirmed when we have accepted your request and provided confirmation, which may be given verbally or in writing. We reserve the right to decline any booking at our discretion.

We may request a deposit or partial payment in advance to secure a booking. Where a deposit is required, your booking is not confirmed until the deposit has been received by us.

3.3 Customer obligations during booking

You must provide accurate information regarding access restrictions, parking conditions, number of floors, presence of lifts, size and quantity of items, and any items that require special handling. Failure to do so may result in additional charges or, in serious cases, our refusal to carry out the work if it is unsafe or not reasonably practicable.

4. Prices and Payments

4.1 Pricing structure

Our charges may be based on hourly rates, fixed prices, or a combination, as specified in the quotation or booking confirmation. Additional charges may apply for:

Work carried out outside normal working hours.

Waiting time caused by circumstances outside our control, such as keys not being available or delays in access.

Stairs, long carries from the vehicle, restricted access, or difficult loading conditions not previously disclosed.

Additional items or services requested on the day which were not included in the original quotation.

4.2 Payment terms

Unless otherwise agreed in writing, payment is due on completion of the service on the day of the move. For certain bookings, we may require full or partial payment in advance.

We accept common payment methods as advised at the time of booking. Cash may be required where card or electronic payment is not available or has not been arranged in advance.

4.3 Late or non-payment

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

Charge reasonable late payment fees and interest in line with applicable law.

Refuse to unload goods until payment is made in full, provided this can be done safely and lawfully.

Retain goods until payment is received, subject to any rights and safeguards under applicable law.

You will be responsible for any reasonable costs we incur in recovering overdue sums.

5. Cancellations and Amendments

5.1 Customer cancellations

If you need to cancel or reschedule your booking, you must notify us as soon as possible. The following cancellation terms will normally apply unless otherwise stated in writing.

Cancellations more than 7 days before the scheduled date may be made without a cancellation fee, although any non-refundable third-party costs will remain payable.

Cancellations between 7 days and 48 hours before the scheduled date may incur a cancellation charge of up to 50 percent of the quoted price or deposit.

Cancellations within 48 hours of the scheduled start time may be charged up to 100 percent of the quoted price or deposit, reflecting the loss of reserved time and resources.

5.2 Amendments to bookings

If you wish to change the date, time, address, or scope of work, we will try to accommodate your request but cannot guarantee availability. Changes may result in revised charges or an additional fee.

Where significant amendments are requested, we may treat the original booking as cancelled and issue a new quotation.

5.3 Cancellations by us

We will make every reasonable effort to honour confirmed bookings. However, we may cancel or postpone a booking due to events beyond our control, including but not limited to severe weather, accidents, illness, vehicle breakdown, or unsafe working conditions.

In such cases, our liability will be limited to refunding any deposit or pre-payment you have made for the affected booking, or offering a rescheduled date where possible. We will not be liable for indirect or consequential losses arising from such cancellations.

6. Customer Responsibilities

You are responsible for:

Ensuring that you or an authorised adult representative is present at the collection and delivery addresses to direct the work and sign any relevant documents.

Arranging suitable parking and, where needed, obtaining any parking permits or authorisations. You are liable for any parking charges or penalties that arise due to the lack of appropriate arrangements.

Packing and securing your goods properly unless we have agreed to provide packing services. Fragile items should be clearly labelled and well protected.

Ensuring that all items to be moved are ready for transport, and that appliances are emptied, disconnected, and defrosted as required.

Notifying us in advance of any particularly valuable, fragile, or unusually heavy items, and any items that may be hazardous or restricted.

7. Restrictions and Excluded Items

We do not transport:

Illegal goods, stolen items, or contraband.

Explosives, flammable materials, or hazardous substances, including gas cylinders unless fully purged.

Perishable goods that require temperature control or that could cause contamination.

Livestock, pets, or any live animals.

Cash, important documents, jewellery, or items of exceptional value unless expressly agreed in writing.

If we discover that excluded items have been included without our consent, we may refuse to move them and will not be liable for any resulting loss or delay. You will be responsible for any loss, damage, or expense caused by such items.

8. Liability and Limits

8.1 Our duty of care

We will take reasonable care to handle and transport your goods safely and professionally. However, our liability is subject to the exclusions and limitations set out in this section.

8.2 Exclusions of liability

We are not liable for:

Normal wear and tear, minor scratches, or scuffs that may reasonably occur during handling and transport.

Loss or damage arising from inherent defects, poor construction, or pre-existing damage to items.

Damage to furniture or property when we are required to force items through tight spaces, narrow staircases, or awkward access, after you have been advised of the risk and asked us to proceed.

Damage to items that were not properly packed by you or a third party, or that were not adequately protected for transit.

Loss or damage resulting from your failure to remove or secure loose parts, such as shelves, drawers, or cabling.

Delay or failure to perform due to events beyond our reasonable control, including traffic, accidents, severe weather, road closures, or other external factors.

Indirect or consequential losses, such as loss of profit, loss of enjoyment, or costs arising from delays, missed appointments, or reassembly.

8.3 Limit of liability

Unless expressly agreed in writing, our total liability for loss of or damage to goods arising from any one job shall not exceed a reasonable limit taking into account the value of the service and the nature of typical household and office goods. You are advised to maintain your own insurance cover for high value items or for moves of significant value.

8.4 Reporting loss or damage

You must inspect your goods and the relevant premises as soon as reasonably possible. Any visible loss or damage should be reported to us on the day of the service or within a short reasonable time thereafter. Failure to notify us promptly may affect our ability to investigate and may reduce the likelihood of a claim being accepted.

9. Access to Premises and Property Damage

You are responsible for ensuring that there is adequate access to the collection and delivery addresses. This includes suitable entrances, stairways, lifts, and vehicle access points.

We will take reasonable care to avoid damage to property such as walls, floors, and doors. However, we cannot be held liable for damage caused where access is restricted, where goods are excessively large for the premises, or where the structure or condition of the property is weak or defective.

If we reasonably believe that moving a particular item is likely to cause damage to the item or the property, we may refuse to move it or may request that you sign a disclaimer if you wish us to proceed.

10. Waste and Disposal Regulations

We operate in accordance with applicable waste and environmental regulations. We are not a waste disposal company and cannot remove household rubbish, construction waste, or other waste materials unless this has been arranged as a specific, compliant service.

10.1 Prohibited waste

We will not transport controlled waste, hazardous waste, fly-tipped waste, or any materials that require a specific waste carrier licence or specialist disposal, unless we have expressly agreed and are properly authorised to do so.

10.2 Customer responsibilities regarding waste

You must not ask our staff to dispose of waste unlawfully or to abandon items on public land or private property without permission. Any such request will be refused.

You are responsible for any penalties, fines, or charges that arise if you instruct us to move or dispose of items in a way that breaches waste regulations or other legal requirements.

11. Insurance

We maintain appropriate business insurances for our vehicles and activities, subject to the terms, conditions, and exclusions of the relevant policies.

Our services are not intended to replace your own contents or business insurance. You are encouraged to check with your insurer to ensure that your goods are adequately covered during the move, including for accidental damage, loss, or delays.

12. Health and Safety

Our staff are required to work in a safe manner and in compliance with health and safety legislation. We may refuse to carry out work that we reasonably consider unsafe, including lifting items beyond safe manual handling limits, working at height without appropriate equipment, or moving items through hazardous environments.

You must not request our staff to undertake any activity that may compromise their safety or that breaches legal or regulatory requirements.

13. Complaints and Disputes

If you are dissatisfied with any aspect of our service, you should raise the issue with us as soon as possible so that we can seek to resolve it informally. Please provide full details, including dates, addresses, and a description of the issue.

We will investigate complaints in a fair and timely manner. If a dispute cannot be resolved through discussion, either party may seek resolution through the courts or any agreed alternative dispute resolution process.

14. Data Protection and Privacy

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

We will handle your information in a responsible manner and will not sell your personal data to third parties. We may share information with third parties only where necessary to carry out the services, comply with legal obligations, or protect our legitimate interests.

15. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract. A copy of the current Terms and Conditions will be made available on request.

16. Severability

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision will be replaced by a valid provision that most closely reflects the original intent.

17. Governing Law and Jurisdiction

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

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.

By proceeding with a booking or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.