Man And Van Sutton Terms and Conditions
These Terms and Conditions set out the basis on which Man And Van Sutton provides removals, transport, loading, unloading, and related moving services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to clarify expectations, protect both parties, and ensure that every man and van Sutton service is carried out safely, efficiently, and lawfully.
These terms apply to all services supplied under the Man And Van Sutton name, whether for domestic moves, single-item transport, office relocations, storage transfers, furniture collection, or similar work. They apply alongside any written quotation, booking confirmation, or amended instructions agreed before the job starts. If any specific written agreement conflicts with these terms, the written agreement will take priority only for the particular point in question.
We reserve the right to update these terms from time to time. The version in force at the time of booking will normally govern the service, unless a change is required by law or regulation. Customers are responsible for reading the terms carefully before confirming a booking. If anything is unclear, it should be raised before the job date so that the arrangement for the man and van Sutton service can be properly understood by both sides.
All bookings are subject to availability, vehicle suitability, access conditions, and the accuracy of the information provided by the customer. The service description, estimated duration, manpower, vehicle size, and any special requirements are based on the details supplied during enquiry. If the information changes, the quotation may also change. We may refuse or amend a booking if the job is unsafe, unlawful, impractical, or materially different from the original description.
Booking process begins when the customer provides the essential job information, including collection and delivery details, item list, dates, timing preferences, access restrictions, and any handling needs. A quotation may be issued as an estimate or a fixed price, depending on the information available. A booking is not confirmed until the customer accepts the quotation, agrees to these terms, and receives written or recorded confirmation from us.
Customers must ensure that all details supplied during the booking process are accurate and complete. This includes the presence of stairs, lifts, parking limitations, long carries, fragile items, dismantling needs, and any delays likely to affect the moving day. If the actual circumstances differ from those described, we may charge additional fees, alter the service plan, or decline to continue where the change creates a safety or operational issue. The Man And Van Sutton team may also request photographs or further details before confirming the job.
Where a deposit is required, it must be paid by the deadline stated in the quotation or confirmation. Failure to pay the deposit may result in the booking being released. Unless otherwise agreed in writing, all balances are due on completion of the service, before or at the point when unloading is finished. We may require payment in advance for certain high-value, urgent, or exceptional bookings.
Payments must be made using the methods we specify at the time of booking. Prices may be quoted inclusive or exclusive of VAT depending on the nature of the service and the applicable tax position. If VAT is charged, it will be identified in the quotation or invoice. Any parking charges, tolls, congestion fees, waiting time, additional labour, or disposal costs that are not included in the original quotation may be added to the final bill where they are reasonably incurred.
Late payment may result in the suspension of future services, recovery action, or the addition of lawful interest and costs where permitted. If a customer disputes an invoice, they must notify us promptly and provide the reasons for the dispute. Undisputed amounts remain payable on time. Payment disputes do not automatically remove the customer's duty to pay for the work already completed by the man and van Sutton company.
We aim to provide an efficient and dependable service, but time slots and arrival times are estimates only unless expressly agreed otherwise. Delays may occur because of traffic, weather, access problems, previous job overruns, or circumstances beyond our reasonable control. We will make reasonable efforts to keep customers informed where possible. Any time-sensitive arrangements should be disclosed in advance so that expectations can be managed properly.
Cancellations by the customer must be made as early as possible. If a booking is cancelled after confirmation, cancellation charges may apply depending on the notice given, the resources reserved, and whether work has already begun. Where a deposit has been taken, it may be retained in full or in part to cover administration, vehicle allocation, or lost availability. If the customer cancels after the team has departed for the job, charges may still apply.
We may cancel or postpone a booking if weather conditions, safety concerns, vehicle issues, legal restrictions, or events outside our control prevent us from performing the service properly. In such cases, we will normally offer a new date or a refund of any prepaid amount for the cancelled element, unless we have already incurred costs that are non-recoverable. If a booking is terminated because the customer has provided false information, acted abusively, or created unsafe conditions, the customer may be charged for time spent and expenses incurred.
Liability is limited to losses directly caused by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. In all other cases, we are not responsible for indirect, consequential, or purely economic losses such as loss of profit, loss of business, or missed deadlines unless required by law.
Customers must ensure that items are properly packed, secured, and labelled where appropriate. Fragile items, valuables, antiques, electronics, cash, jewellery, important documents, and sentimental items should be protected by the customer unless we have expressly agreed in writing to pack or handle them under a specific arrangement. The Man And Van Sutton service does not automatically include specialist insurance for high-value goods unless this has been confirmed in writing.
Any claim for damage, loss, or shortage must be reported as soon as reasonably possible and in any event within a reasonable period after completion of the job. The customer should retain damaged items and packaging for inspection where applicable. We may request evidence, photographs, purchase records, or other reasonable information before investigating a claim. We are not liable for pre-existing damage, items packed by the customer without inspection, or damage caused by unsuitable packing, overloading, or poor access conditions.
Customers are responsible for providing safe access to premises and for ensuring that items can be moved without risk to property, persons, or the vehicle. This includes securing pets, clearing pathways where possible, arranging parking permissions if needed, and warning us about hazards such as low ceilings, narrow staircases, weak floors, or restricted loading areas. If access is unsafe or materially different from what was described, we may refuse to proceed or adjust the service and fees accordingly.
Waste regulations are an important part of our work. Where the service involves disposal, removal to a transfer station, or transporting unwanted items, the customer must only hand over waste that they are legally entitled to dispose of. The customer must not ask us to transport prohibited, hazardous, explosive, toxic, or regulated materials unless we have explicitly agreed and confirmed that such items may be handled lawfully. This includes items subject to special controls such as asbestos, chemicals, gas cylinders, clinical waste, and certain electrical or refrigeration units.
We will comply with applicable waste management law and expect customers to do the same. Waste transfer documentation may be required, and customers may need to provide accurate descriptions of the waste, its origin, and any relevant classification. If an item is described as waste but is later found to contain prohibited contents or misleading materials, we may refuse carriage, amend the service charge, or report the matter where required by law. The man and van Sutton service will not knowingly assist in illegal fly-tipping or unlicensed disposal.
If a customer requests a clear-out, disposal run, or mixed-load removal, the customer remains responsible for confirming ownership and lawful disposal rights in relation to all items included. We may separate reusable goods from waste for operational purposes only where this is lawful and agreed. Any items removed for disposal become subject to the agreed waste process once accepted for collection, and the customer should not expect retrieval after handover unless this is specifically arranged in advance.
Property and site damage will be assessed fairly and in context. We are not responsible for minor cosmetic marks, wear consistent with careful handling in confined spaces, or damage caused by hidden defects in the property or access route. Our team may decline to move items that are structurally unsafe, excessively heavy for the available conditions, or likely to cause damage without suitable equipment. Customers should tell us in advance about delicate floors, tight corners, or recently decorated areas so that suitable precautions can be considered.
If the customer asks us to move an item that requires dismantling, reassembly, or special tools, we may agree at our discretion and may charge extra. Unless otherwise agreed, we do not guarantee that dismantled items will fit back together exactly as before, particularly where fixtures are worn, missing fittings, or previously assembled by third parties. The customer should keep all screws, bolts, and fittings together. We are not responsible for internal faults in appliances or electronics that are not caused by our handling.
Any waiting time caused by the customer, delayed access, incomplete preparation, missing keys, or change of address may be charged at the rate stated in the quotation or at a reasonable standard rate where none was stated. If the job cannot be completed due to customer delay or absent access, additional fees may apply for return visits, storage, or rebooking. A man and van Sutton booking assumes reasonable readiness at the agreed start time unless otherwise stated in writing.
We may use subcontractors, additional staff, or substitute vehicles to complete the service where necessary. This will not affect the customer’s contractual position, provided the service remains substantially similar to the agreed work. All personnel carrying out the job are expected to act professionally and with due care. Customers must not threaten, harass, or physically interfere with any team member. We may stop the work immediately if there is abusive behaviour or a serious safety concern.
These terms do not create rights for third parties under the Contracts (Rights of Third Parties) Act 1999 unless we expressly state otherwise in writing. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No delay or failure to enforce any right will be treated as a waiver of that right. The Man And Van Sutton service is intended to operate on a fair and practical basis, with reasonable cooperation from both sides.
For events beyond our reasonable control, including severe weather, road closures, strikes, accidents, government restrictions, or utility failures, neither party will be treated as being in breach for the period affected. We will make reasonable efforts to resume performance, rearrange the booking, or agree an alternative solution. If performance becomes impossible, any unused prepaid sums may be refunded subject to deductions for work already carried out and costs already incurred where lawful.
Governing law and jurisdiction for these terms are those of England and Wales. Any dispute arising from or in connection with the service, quotation, booking, payment, or these terms will be governed by the laws of England and Wales and will normally be subject to the exclusive jurisdiction of the courts of England and Wales. This applies regardless of where the customer is based, unless mandatory law provides otherwise.
By using Man And Van Sutton, the customer confirms that they have the authority to book the service, accept these terms, and instruct the handling, transport, or disposal of the relevant goods. The customer also confirms that the items provided for movement are lawful to transport and that all information supplied is true, complete, and not misleading. These terms form the basis of a fair service relationship and help ensure that each man and van Sutton job is completed with professionalism, care, and legal compliance.