Terms and Conditions

Man and a Van Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Sutton provides removal, transport 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 words have the meanings set out below:

Customer means the person or business making the booking or on whose behalf a booking is made.

Services means any removal, man and van, transport, loading, unloading, packing, or related services supplied by Man and a Van Sutton.

Vehicle means any van or vehicle used to provide the Services.

Goods means the items, furniture, personal belongings, equipment or materials transported or handled by us while providing the Services.

Waste means any items which the Customer wishes to discard, dispose of or have removed for the purpose of waste management or recycling.

2. Scope of Services

Man and a Van Sutton provides local and regional man and van and removal services, including collection, delivery, loading and unloading of Goods. The precise scope of each job will be confirmed at the time of booking, based on the information supplied by the Customer.

Unless expressly agreed in writing, we do not provide professional packing, dismantling or reassembly, specialist lifting, storage, or waste removal services. Where any such services are agreed, additional terms and charges may apply.

3. Booking Process

All bookings are subject to availability and acceptance by Man and a Van Sutton. A booking is not confirmed until we have provided explicit confirmation of the date, time, and estimated charges.

The Customer is responsible for providing accurate and complete information at the time of booking, including:

1. Full collection and delivery addresses.

2. Description and approximate quantity of Goods.

3. Details of any large, heavy, or specialist items such as pianos, safes, or large appliances.

4. Information about access, including floor level, lift availability, parking restrictions, and any known obstacles.

5. Any time constraints, special requirements or additional services requested.

We may adjust the quoted price or decline the booking if the information provided is incomplete or inaccurate, or if the Services requested are beyond our capabilities or legal obligations.

4. Estimates and Quotes

Any price given prior to the job is an estimate based on the information provided by the Customer. We reserve the right to amend the final charge if:

1. The actual volume or weight of Goods exceeds the information provided.

2. Additional services are requested or required on the day.

3. Access at either location is significantly worse than described or involves delays outside our control.

4. Waiting time is incurred due to the Customer, building management, or third parties.

Where possible, we will inform the Customer of any change to the estimated cost before proceeding, but where this is not practicable, the Customer remains responsible for reasonable additional charges arising from such circumstances.

5. Customer Responsibilities

The Customer must:

1. Ensure that Goods are properly packed, secured and ready for transport unless packing has been agreed as part of the Services.

2. Arrange suitable parking and any necessary permits for the Vehicle at collection and delivery addresses.

3. Ensure that all Goods to be moved are clearly identified and that no items intended to remain on the premises are removed in error.

4. Be present, or ensure a representative is present, at collection and delivery to supervise loading and unloading, confirm items, and sign any documentation.

5. Secure passports, jewellery, money, important documents, and other valuables separately; we recommend that such items are carried by the Customer and not included in the Goods.

If the Customer fails to fulfil these responsibilities, we may suspend or refuse the Services and charge for any wasted time, costs or losses incurred.

6. Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows:

1. For standard man and van jobs, payment is due on completion of the job on the same day.

2. For larger moves or scheduled bookings, a deposit may be required to secure the date and time, with the balance due on or before completion.

3. All charges are calculated according to our current rates, which may include hourly rates, fixed fees, surcharges for additional labour, mileage, congestion, tolls, and parking costs.

4. If payment is not made when due, we reserve the right to charge interest on the outstanding amount and may withhold delivery of Goods until full payment is received.

The Customer is responsible for any parking fines or penalties incurred due to incorrect information provided about parking, or failure to arrange necessary permits or permissions, provided such fines arise from following the Customer’s instructions.

7. Cancellations and Changes

If the Customer wishes to cancel or change a booking, the following terms apply:

1. Cancellations made more than 48 hours before the scheduled start time may be made without cancellation fees, unless a non-refundable deposit has been expressly agreed.

2. Cancellations within 48 hours of the scheduled start time may incur a cancellation fee, which may include retention of any deposit and a reasonable charge for allocated time and resources.

3. Cancellations on the day of the job, or where our team arrives at the address and the job cannot proceed for reasons outside our control, may be charged up to the full estimated amount.

4. Changes to date, time, or scope of Services are subject to availability and may affect the price.

We reserve the right to cancel or reschedule a booking due to events outside our control, such as severe weather, accidents, vehicle breakdowns, illness, or other unforeseen circumstances. In such cases, we will offer an alternative date or time where possible. We are not liable for any indirect loss arising from such cancellation or rescheduling, but any deposit paid for the affected booking will be refunded if we cancel and cannot offer a suitable alternative.

8. Access and Parking

The Customer must ensure that safe and suitable access is available for our Vehicle and staff at both collection and delivery points. This includes sufficient parking space, reasonable distance to the property, and safe access routes for carrying Goods.

If access is restricted, unsafe, involves excessive distances or requires extra labour beyond what was reasonably anticipated, additional charges may apply. Where our staff reasonably believe that access conditions create a risk of injury or significant damage to property, we may refuse to proceed or may proceed only on a limited basis at the Customer’s risk.

9. Goods Excluded from Transport

Unless expressly agreed in writing, we will not transport:

1. Hazardous, flammable, explosive, corrosive or otherwise dangerous materials.

2. Illegal items or substances.

3. Live animals or plants requiring special environmental conditions.

4. Perishable goods requiring refrigeration or controlled conditions.

5. Cash, precious metals, high-value jewellery, or irreplaceable documents.

If excluded items are included without our knowledge, they are moved entirely at the Customer’s risk and we may, at our discretion, refuse to move them, return them, or dispose of them in accordance with applicable laws and regulations. The Customer will be responsible for any fines, damages or losses arising from such items.

10. Liability for Loss or Damage

We will take reasonable care in handling and transporting Goods. Our liability for loss of or damage to Goods, property or premises is subject to the following terms:

1. We are not liable for any loss or damage arising from incorrect or inadequate packing, where packing has been carried out by the Customer or a third party.

2. We are not liable for normal wear and tear, minor scratches, or cosmetic damage which may occur despite reasonable care, particularly to pre-owned or fragile items.

3. We are not liable for loss or damage arising from inherent defects, weaknesses or pre-existing damage in the Goods.

4. Any claim for loss or damage must be reported to us as soon as reasonably practicable, and in any event within 7 days of completion of the Services, with reasonable details and evidence provided.

5. To the fullest extent permitted by law, our total liability for any loss or damage, whether arising in contract, tort or otherwise, shall be limited to the lower of the replacement value of the affected Goods or a reasonable amount proportionate to the charges for the Services.

We are not liable for indirect or consequential losses, including loss of profit, loss of use, or loss of opportunity. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, or any other liability which cannot be excluded by law.

11. Delays and Events Beyond Our Control

We will make reasonable efforts to carry out the Services at the agreed time, but timings are approximate and may be affected by traffic, road closures, weather, accidents, or other circumstances beyond our reasonable control.

We are not liable for any loss arising from delays that are outside our control. Where a delay is foreseeable or occurs, we will take reasonable steps to keep the Customer informed and to complete the job as soon as is reasonably practicable.

12. Waste and Disposal Regulations

Man and a Van Sutton operates in accordance with applicable waste and environmental regulations. The following terms apply where Waste or items for disposal are involved:

1. We are not a general waste collection service and will only remove Waste or items for disposal if this has been expressly agreed as part of the Services.

2. Where we agree to remove Waste, we will only transport items that are lawful to carry and dispose of, and we may refuse any items that are hazardous, prohibited or inappropriate for standard removal.

3. The Customer remains responsible for declaring the nature of any Waste and for ensuring that it does not contain prohibited materials or confidential documents that require special handling.

4. Any disposal fees, recycling charges or third-party waste facility costs will be added to the Customer’s bill where applicable.

5. Fly-tipping or unlawful disposal of Waste is strictly prohibited. We will only use authorised facilities and may refuse to carry out any instructions that would breach environmental or waste regulations.

13. Insurance

We maintain appropriate insurance cover for our Vehicles and public liability as required by law and in line with our business operations. The Customer is encouraged to maintain their own insurance for Goods in transit and during moving, particularly for high-value items.

Our insurance does not replace the Customer’s own home, contents or business insurance, and may be subject to exclusions and limits. Details can be provided upon request.

14. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with us as soon as possible so that we have a reasonable opportunity to investigate and, where appropriate, put matters right.

We will handle complaints fairly and promptly, and may request photographs, receipts, or other evidence to assist in assessing any claim.

15. Data Protection and Privacy

We will collect and use personal information provided by the Customer, such as names, addresses and contact details, for the purpose of managing bookings, delivering the Services, processing payments, and handling any queries or claims.

We will not sell or misuse personal information, and we will take reasonable steps to keep such information secure. By using our Services, the Customer consents to our use of their information for these purposes, in accordance with applicable data protection laws.

16. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Any changes will not affect rights or obligations that have already arisen under a confirmed booking.

17. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, 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 from or relating to these Terms and Conditions or the provision of our Services.

19. Entire Agreement

These Terms and Conditions, together with any written quote or confirmation provided to the Customer, constitute the entire agreement between Man and a Van Sutton and the Customer in relation to the Services. No verbal representation or statement by any representative shall be binding unless confirmed in writing.

By making a booking or using our Services, the Customer confirms that they have read, understood and agree to these Terms and Conditions.