These Terms and Conditions set out the basis on which Man And A Van Sutton provides removal, transport, delivery, clearance and related services to customers in the UK. By making a booking, confirming a quotation, or allowing work to commence, you agree to be bound by these terms. Please read them carefully before placing an order for a man and van service, a small move solution, or any other transport arrangement provided by us.

These terms apply to all customers, whether the work involves domestic or commercial items, single-item transport, multi-stop deliveries, or waste transfer jobs. Any variation to these terms must be agreed by us in writing. If there is any conflict between a written quotation and these terms, the written quotation will take priority only in respect of the specific point addressed, and the remaining terms will continue to apply.

In these terms, references to “we”, “us” and “our” mean the service provider trading as Man And A Van Sutton, and references to “you” and “your” mean the customer, sender, account holder, or authorised representative who requests the service. A booking may be made by an individual, business, landlord, tenant, agent, or anyone who has authority to arrange the collection, movement, or disposal of goods.

Booking Process

A booking is not confirmed until we have accepted your request and, where required, received any deposit or prepayment we have asked for. Quotations are usually based on the information you provide, including item descriptions, access conditions, dates, floors, parking restrictions, weight, and whether assistance with loading or unloading is needed. If the details change after the quotation is issued, we may revise the price or the service plan.

You are responsible for ensuring that all booking information is accurate and complete. This includes advising us of fragile items, appliances, dismantling needs, time restrictions, waiting time risks, or anything that may affect the safe and efficient delivery of the van and man service. If a job requires additional labour, a larger vehicle, or extra time because information was incomplete or inaccurate, additional charges may apply.

We may decline a booking if the work is unsafe, unlawful, outside our service scope, or if the access arrangements are unsuitable. We may also refuse to transport items that are prohibited, dangerously packed, contaminated, or likely to cause damage to other goods or our vehicle. Where a booking involves household removal services, commercial transport, or a man with a van arrangement, you must ensure that all items are ready at the agreed time and location.

Payments, Charges and Deposits

Unless otherwise agreed, prices are quoted in pounds sterling and may be based on an hourly rate, fixed price, or a combination of both. The quoted price may exclude additional costs such as congestion, parking, tolls, congestion-related delays, waiting time, ferry or bridge charges, specialist equipment, dismantling, reassembly, or disposal fees. Any such extras will be charged where applicable and should be treated as part of the total service cost.

Payment terms will be confirmed at the time of booking. We may request a deposit to secure a slot, and the balance must be paid in full on completion unless we agree a different arrangement in writing. We accept payment by the methods we specify from time to time, and you must ensure funds are available. If payment is overdue, we reserve the right to charge reasonable recovery costs and interest to the extent permitted by law.

Where a booking is made for a man and van removal, same-day delivery, or urgent transport, payment may be required in advance. If your booking is for business purposes, you remain responsible for all charges even if you are later reimbursed by another party. Any discount, promotional rate, or special offer is only valid if applied at the time of confirmation and may be withdrawn if the service details change.

Cancellations, Amendments and Delays

You may cancel or amend a booking, but cancellation charges may apply depending on how much notice you give and whether we have already reserved time, vehicle capacity, staff, or equipment. If you cancel with insufficient notice, we may charge a reasonable cancellation fee to cover our loss of earnings and administrative costs. For pre-booked jobs, the closer the cancellation is to the scheduled time, the more likely a charge will be applied.

If you need to change the date, time, collection point, delivery point, or scope of a job, you must tell us as soon as possible. We will use reasonable efforts to accommodate amendments, but we cannot guarantee availability. A change may affect the price, vehicle size, timing, or labour required. If the revised request is materially different from the original one, we may treat it as a new booking.

We are not responsible for delays caused by traffic, road closures, severe weather, accidents, breakdowns, industrial action, access problems, third-party faults, or events beyond our reasonable control. If delay occurs, we will act reasonably and keep you informed where practicable. However, we do not accept liability for losses arising from delay unless the law requires otherwise and our liability is not lawfully excluded.

Performance of Services

We will use reasonable skill and care in performing the service and will aim to complete the job in line with the agreed quotation and schedule. However, all times are estimates unless expressly stated as guaranteed. You must ensure that we can carry out the work safely, including access to the property, parking permissions where needed, and adequate space for loading and unloading.

You are responsible for preparing items for transport unless we have agreed in writing to provide packing, wrapping, dismantling, or assembly assistance. If you request help with lifting, moving, dismantling, or positioning items, we will provide such assistance only where it is safe and reasonable to do so. We may refuse to move any item that appears unsafe, unstable, excessively heavy, or likely to damage property, people, or the vehicle.

Where we are asked to transport goods belonging to a third party, you confirm that you have authority to arrange the move and that those goods may lawfully be transported. For any man and van service involving multiple stops, storage transfer, or business deliveries, you must provide clear instructions and ensure someone is available to receive the items if required.

Customer Responsibilities and Access

You must provide accurate addresses, contact details for the day of service, access instructions, and any relevant parking or permit information. If parking is unavailable, restricted, or delayed, and this affects the job, waiting time or extra travel charges may apply. You are also responsible for protecting floors, walls, doorways, lifts, and communal areas where appropriate, unless we have agreed to provide additional protection measures.

If you or your representative are not present at the agreed time and location, we may wait for a reasonable period, but we are not obliged to remain indefinitely. If we cannot complete the job because of access failure, absence, or lack of instructions, we may still charge for the time and costs incurred. This applies equally to small removals, full van hire assistance, and light commercial transport.

You must inform us of anything that could affect safety, including hazards, loose items, sharps, chemicals, water leaks, pests, or structural issues. Failure to disclose such matters may result in extra charges, refusal to continue, or termination of the service. We reserve the right to stop work if we believe the job presents an unacceptable risk to our staff, your property, the public, or our vehicle.

Liability and Damage

We will take reasonable care when handling your belongings, but liability is limited to the extent permitted by law. We are not liable for loss or damage caused by inadequate packing, pre-existing defects, hidden faults, normal wear and tear, items that are improperly secured, or instructions given by you or your representative. Fragile items, antiques, electronics, glass, mirrors, and high-value goods should be packed appropriately and declared in advance.

Where we are at fault, our liability will ordinarily be limited to the direct loss caused by our negligence, and we will not be responsible for indirect or consequential losses such as loss of profit, loss of use, missed appointments, emotional distress, or business interruption, except where such exclusion is not allowed by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded.

If damage is alleged, you must notify us as soon as reasonably possible and provide evidence, including photographs and a description of the affected item and circumstances. We may need the damaged item to be retained for inspection. Claims must be made promptly, and failure to do so may affect our ability to investigate. Any compensation, if due, will be assessed fairly and in line with the evidence and the applicable legal limits.

Waste Regulations and Disposal

Where we provide clearance, disposal, or waste removal as part of a man and van Sutton service, you must ensure that the waste transferred to us is lawfully owned, responsibly presented, and accurately described. We only carry waste in accordance with relevant UK waste legislation and duty of care requirements. You must not ask us to remove items that are hazardous, clinical, toxic, explosive, or otherwise prohibited unless we have expressly agreed and are authorised to do so.

You agree to provide any information needed for waste transfer, including the nature and origin of the waste and whether any item requires special handling. If waste is misdescribed, mixed with prohibited materials, or contaminated in a way that creates additional cost or risk, we may refuse collection, apply a surcharge, or return the waste at your expense where lawful and practical. We may also require you to separate non-compliant items before proceeding.

Once waste has been transferred to us lawfully and in accordance with these terms, it becomes our responsibility to manage it in compliance with the applicable regulations and our operational procedures. We may use licensed disposal, recycling, or transfer facilities as appropriate. You remain responsible for ensuring that items handed over for disposal are genuinely intended for waste treatment and are not subject to ownership disputes, insurance claims, or retention by a third party.

Property, Items and Prohibited Goods

We may refuse to transport items that are illegal, stolen, dangerous, excessively valuable without prior arrangement, or likely to cause contamination or damage. This includes, without limitation, pressurised containers, fuel, gas cylinders, fireworks, ammunition, perishable goods without suitable packaging, and items that breach transport or safety rules. If you are unsure whether an item may be carried, you should disclose it before the booking is accepted.

Unless we specifically agree otherwise, we do not provide specialist insurance for goods in transit beyond any cover we may maintain as a business. You should check whether your own contents, home, business, or transit insurance is suitable for your circumstances. For particularly valuable or irreplaceable items, it is your responsibility to arrange additional cover before the move starts.

Termination and Suspension

We may suspend or end a service immediately if you breach these terms, give unsafe instructions, behave abusively, fail to pay, misrepresent the job, or create a risk to our staff or property. If the service is terminated for a reason caused by you, you remain liable for any charges already incurred and for reasonable costs resulting from the termination. Our decision to suspend or stop work will be made reasonably and in good faith.

If we are unable to continue due to mechanical failure, safety concerns, or events outside our control, we may reschedule the service or cancel it. In such cases, we will not be liable for losses beyond the refund of any amount paid for work not completed, unless the law states otherwise. We will always aim to act fairly and to minimise inconvenience where possible.

These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply unless a later version is agreed. Continued use of a van and man removal or clearance service after changes are published will not in itself affect any booking already confirmed under earlier terms.

Governing Law and General Provisions

These terms and any dispute or claim arising out of or in connection with them 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, except where mandatory consumer law provides otherwise. If you are contracting as a consumer, your statutory rights remain unaffected by these terms.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall operate as a waiver of that right. Headings are for convenience only and do not affect interpretation.

For the avoidance of doubt, these terms are intended to provide a clear legal framework for our man and van service, removals, deliveries, and waste-related work. By proceeding with a booking, you confirm that you understand the scope of the service, accept your responsibilities, and agree that the arrangement is entered into on the basis set out above.