Sutton Man with Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Sutton provides removal, delivery, and related services to private and business customers. By making a booking, you agree to be bound by these Terms and Conditions, which apply to all services unless otherwise agreed in writing. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below:
Customer means the person, firm, or company who requests and uses the services of Man with Van Sutton.
We, Us, Our means Man with Van Sutton and any contractors or drivers engaged by us to deliver the service.
Services means removal, transport, delivery, packing, loading, unloading, and any related services provided by us.
Goods means the items, belongings, furniture, equipment, or other property to be moved or handled by us.
Quote means the price estimate provided by us based on the information you supply at the time of booking.
2. Scope of Services
Man with Van Sutton provides man and van removal services, including but not limited to household moves, small office moves, single-item transport, local pick-ups and drop-offs, and related loading and unloading. The exact scope of work will be agreed with you at the time of booking and set out in your booking confirmation.
We reserve the right to refuse to transport any item that is unlawful, unsafe, excessively heavy, unhygienic, or otherwise unsuitable for carriage in a standard van, as reasonably determined by us.
3. Booking Process
3.1 Booking enquiries may be made by phone, online form, or other accepted communication channels as advertised from time to time. A booking is only considered confirmed once we have accepted your request and provided you with a booking confirmation.
3.2 When making a booking, you must provide accurate and complete information, including:
The collection and delivery addresses.
Access details, such as floor level, lift availability, parking restrictions, and any known obstacles.
A description and approximate quantity of the Goods, including any large, heavy, fragile, or high-value items.
Your preferred date and time of service.
Any special handling requirements.
3.3 Our Quote is based on the information you provide. If the actual work differs significantly from what was described, we may adjust the price accordingly. This includes, but is not limited to, additional items, delays caused by access problems, waiting time, or extra labour requirements.
3.4 It is your responsibility to ensure that you have any necessary permissions for access and parking at both collection and delivery addresses on the day of service.
4. Quotes and Pricing
4.1 All Quotes are given in good faith based on the information you supply at the time of enquiry. Quotes may be provided as a fixed price or on an hourly rate basis, as agreed with you.
4.2 Where an hourly rate applies, charges will begin from the agreed start time or the time the team arrives at the collection address, whichever is later, and will continue until the service is completed. We may apply a minimum charge.
4.3 Additional charges may apply for:
Work outside normal hours.
Long carrying distances between the van and the premises.
Stair carries where no lift is available.
Waiting time due to delays beyond our control.
Toll charges, congestion charges, and parking fees or fines incurred due to insufficient arrangements.
4.4 All prices are exclusive of any applicable taxes unless expressly stated otherwise.
5. Payments
5.1 Unless otherwise agreed in advance, payment is due immediately upon completion of the service. We may require full or partial payment in advance, particularly for larger moves, long-distance work, or bookings at peak times.
5.2 Accepted payment methods will be communicated at the time of booking. It is your responsibility to ensure that you have an available and valid payment method on the day of the move.
5.3 If payment is not made when due, we reserve the right to:
Apply reasonable interest and administrative charges on overdue amounts.
Retain the Goods until full payment is received, where lawful to do so.
Seek recovery of any unpaid sums through legal or collection processes.
5.4 For business customers, payment terms may be agreed in writing in advance. If no specific terms are agreed, payment is due upon completion of the service.
6. Cancellations and Changes
6.1 You may cancel or change your booking, subject to the following conditions:
If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded or applied to a future booking, at our discretion.
If you cancel within 48 hours of the scheduled start time, we may retain part or all of any deposit to cover our costs and lost opportunity.
If you cancel on the day of service or fail to be present at the agreed time and place, a cancellation fee up to the full quoted amount may be charged.
6.2 Requests to change the date, time, or scope of work are subject to our availability and agreement. We are not obliged to accommodate changes, particularly at short notice or during busy periods.
6.3 If we need to cancel or reschedule due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, or illness, we will notify you as soon as practicable and offer an alternative date or a refund of any deposit paid. We will not be liable for any consequential loss arising from such cancellation.
7. Your Responsibilities
7.1 You are responsible for:
Ensuring that the Goods are properly packed, secured, and ready for transport, unless you have booked a packing service.
Ensuring that all fragile or delicate items are adequately protected and clearly marked.
Removing and safely disconnecting any fixtures, fittings, or appliances before our arrival, unless previously agreed.
Providing clear instructions and making sure that someone is present at both collection and delivery addresses to supervise the move, sign relevant documents, and make payment.
7.2 You must not ask our team to move any item that is unsafe, illegal, or prohibited, including hazardous materials, flammable substances, explosives, perishable goods in unsuitable condition, or items of exceptional value that have not been declared to us.
7.3 You are responsible for ensuring that the Goods are loaded and unloaded correctly where you choose to handle them yourself. We are not liable for damage to items you choose to move without our assistance.
8. Access, Parking, and Delays
8.1 You must ensure that adequate access and parking are available at both collection and delivery points. This includes obtaining any necessary permits or permissions in advance.
8.2 If suitable parking is not available, or if access is significantly more difficult than described at the time of booking, we may charge for:
Additional time required to complete the work.
Any parking fees or fines incurred due to the lack of suitable arrangements.
8.3 We are not responsible for delays or failed delivery where caused by circumstances beyond our control, including but not limited to traffic conditions, road closures, accidents, weather events, or third-party actions.
9. Liability for Loss or Damage
9.1 We will exercise reasonable care and skill in handling and transporting your Goods. Our liability for loss or damage is subject to the limitations set out in this section.
9.2 We are not liable for:
Loss or damage arising from your failure to properly pack, secure, or protect the Goods.
Loss or damage to items of high value, including but not limited to jewellery, cash, important documents, artwork, antiques, or electronic data, unless you have declared them to us in advance and we have agreed to accept responsibility in writing.
Damage to furniture or appliances that are inadequately protected, structurally weak, or already damaged before we handle them.
Normal wear, tear, or minor cosmetic damage, such as light scuffs or marks, that may occur despite reasonable care during a move.
9.3 Any apparent loss or damage must be reported to our team as soon as reasonably possible, and in any event no later than 48 hours after completion of the service. You must give us a reasonable opportunity to inspect the alleged damage before any repairs or disposal take place.
9.4 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, is limited to the lesser of:
The reasonable cost of repair or replacement of the affected item.
And a maximum aggregate amount per booking, as communicated to you at or prior to booking.
9.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be limited or excluded.
10. Excluded Items
10.1 Unless expressly agreed in writing, we do not accept responsibility for:
Cash, securities, or negotiable instruments.
Valuables including jewellery, watches, precious metals, or similar items.
Animals, plants, or perishable food items.
Hazardous, flammable, explosive, or illegal items.
10.2 If any prohibited or hazardous items are found among the Goods, we may refuse to transport them, suspend the service, or notify the relevant authorities as appropriate.
11. Waste and Disposal Regulations
11.1 Man with Van Sutton is a removal and transport service and is not a licensed waste carrier unless specifically stated. We cannot remove or dispose of waste, rubbish, or items classed as controlled waste, including construction debris, certain electrical items, and hazardous materials, unless this has been explicitly agreed and arranged in compliance with applicable regulations.
11.2 You must not present items for collection that require specialist disposal or a licensed waste carrier without informing us in advance. If such items are discovered, we may refuse to take them or may charge additional fees for appropriate handling where lawful and agreed.
11.3 You are responsible for complying with all relevant waste disposal regulations for items that we do not agree to remove. We will not be liable for any fines or penalties that arise from your failure to handle waste lawfully.
12. Insurance
12.1 We maintain appropriate insurance policies in respect of our vehicles and business activities as required by law. These policies may provide limited cover for Goods in transit, subject to specific terms and exclusions.
12.2 You are encouraged to arrange your own additional insurance cover for Goods of high value or for any items that may not be fully covered under our standard policies.
13. Complaints
13.1 If you are dissatisfied with any aspect of our service, you should raise the issue with our team as soon as possible so that we have an opportunity to resolve it promptly.
13.2 Formal complaints should be submitted in writing, providing full details of the service, the issue encountered, and any supporting evidence. We will review your complaint and respond within a reasonable timeframe.
14. Data Protection and Privacy
14.1 We will collect and use your personal information for the purpose of arranging and delivering our services, managing your booking, processing payment, and handling any queries or complaints.
14.2 We will handle your personal data in accordance with applicable data protection laws and will not sell or share your details with third parties other than as necessary to provide the service or as required by law.
15. Force Majeure
15.1 We will not be liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, accidents, breakdowns, road closures, strikes, or acts of government.
16. Amendments to These Terms
16.1 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 service. A current copy of the Terms and Conditions will be made available on request.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 placing a booking with Man with Van Sutton, you confirm that you have read, understood, and agree to these Terms and Conditions.
