Terms and Conditions

Man with Van Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Sutton provides removal, transport, delivery, and associated services. By booking or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

These terms apply to all domestic and business customers using our man and van, removals, or related transport services within our operating areas.

Definitions

In these Terms and Conditions, the following words have the meanings given below:

Customer means the person, firm, or organisation booking or using our services.

We, us, our means Man with Van Sutton as the service provider.

Services means any man and van, removal, transport, loading, unloading, packing, delivery, or related services provided by us.

Goods means the items and property that you ask us to handle, transport, or store.

Booking means a confirmed request for our services for a specific date, time, and scope of work.

Scope of Services

We provide man and van style removal and transport services, including collection, loading, transport, unloading, and where agreed in advance, limited packing or dismantling and reassembly of basic furniture. The exact scope of your service will be set out and agreed at the time of booking based on the information you provide.

We reserve the right to refuse to transport any items that are unsafe, illegal, prohibited, excessively heavy for safe handling, or not as described at the time of booking.

Booking Process

You may request a quote and make a booking by contacting us and providing details of the services you require, including addresses, access conditions, item types and quantities, dates, and times. Quotes are based on the information you provide and on our standard rates for the relevant service area.

A booking is only confirmed once we have:

Agreed the date, time window, and service details with you.

Confirmed the price structure, including any hourly rate, fixed fee, or additional charges that may apply.

Received any required deposit or booking fee, where applicable.

We may amend or withdraw a quote before a booking is confirmed. If the information you provide is incomplete, inaccurate, or changes significantly, we may adjust the quoted price or, if necessary, decline to carry out the work.

Customer Responsibilities

You are responsible for:

Ensuring that we have accurate details of collection and delivery addresses, parking restrictions, access issues, and special handling requirements.

Arranging suitable parking and obtaining any necessary permits or permissions for our vehicle to park as close as reasonably possible to the property.

Ensuring that all Goods are adequately packed, protected, and ready for transport unless we have specifically agreed to provide packing services.

Ensuring that appliances are safely disconnected and drained before transport and that furniture is dismantled where necessary, unless we have agreed otherwise.

Supervising loading and unloading where required and checking that all items are accounted for before we leave the premises.

Ensuring that you, or an authorised representative, are present at the agreed times at both collection and delivery locations.

Access and Property Conditions

You must ensure that there is safe and reasonable access to the property, including stairs, lifts, corridors, doorways, and driveways. If access is restricted, unsafe, or unsuitable for our vehicle or staff, we may:

Charge additional fees for extra time, equipment, or staff required.

Refuse to move particular items that cannot be moved safely.

Cancel the service where access is fundamentally unsafe or not as described, subject to the cancellation terms below.

We are not responsible for damage caused by moving Goods through spaces that are unusually tight or unsuitable, where you have asked us to proceed despite advice that such movement is at your risk.

Pricing and Payments

Our charges may be based on an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking. The final price may include factors such as travel time, congestion or emission charges, parking costs, waiting time, and any additional labour requested on the day.

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

Deposits or booking fees, where required, are payable at the time of booking.

The balance is payable on completion of the service on the same day, using the payment methods we accept.

All prices are quoted in pounds sterling and may be subject to applicable taxes where required by law.

If payment is not made when due, we reserve the right to charge reasonable late payment fees and interest in accordance with applicable law, and to withhold delivery of Goods until full payment is received.

Waiting Time and Additional Charges

If our staff and vehicle are kept waiting due to delays outside our control, including but not limited to late access to the property, delays in keys being provided, or Goods not being ready, additional waiting time charges may apply at our standard hourly rate.

Additional charges may also apply for:

Extra labour or additional porters requested or required on the day.

Unexpectedly large volumes of Goods or extra trips not included in the original booking.

Special handling of fragile, bulky, or heavy items that were not disclosed at the time of booking.

Cancellations and Amendments

You may cancel or amend your booking subject to the following terms:

If you cancel more than 72 hours before the scheduled start time, any deposit paid may be refunded or credited at our discretion, minus any reasonable administrative costs.

If you cancel between 24 and 72 hours before the scheduled start time, we may retain all or part of your deposit to cover lost booking opportunity and administrative costs.

If you cancel less than 24 hours before the scheduled start time, or fail to be present at the agreed time and location, you may be charged up to the full quoted amount.

Amendments to the date, time, or scope of work are subject to availability and may result in a revised quote. If we are unable to accept the requested changes and you cancel as a result, the above cancellation terms will apply.

We reserve the right to cancel or reschedule your booking due to events outside our control, including but not limited to severe weather, vehicle breakdown, accidents, illness, or other operational issues. In such cases, our liability will be limited to refunding any deposit or prepayment you have made for the affected booking, or rescheduling the service by mutual agreement.

Customer Conduct and Safety

For the safety of our staff and to protect your property, you agree that you and any persons present at the premises will act respectfully and will not obstruct our staff while they are carrying out the work.

We may immediately cease work and leave the premises if our staff are subjected to abusive, threatening, or unsafe behaviour, or where conditions present an unacceptable health and safety risk. In such circumstances, the full quoted charge may still be payable.

Excluded Items

Unless expressly agreed in writing before the booking, we do not transport:

Illegal or hazardous items, including explosives, flammable materials, gas cylinders, fireworks, chemicals, or toxic substances.

Cash, jewellery, watches, precious metals, securities, or items of extraordinary value.

Perishable goods such as food, plants, or live animals.

Any item that is prohibited by law or which we reasonably believe may pose a risk to our staff, vehicle, or other Goods.

If excluded items are included in your Goods without our knowledge, they will be moved at your sole risk and we will not be liable for any loss, damage, or consequential loss arising from their presence.

Liability for Loss or Damage

We will take reasonable care in handling your Goods. Our liability for loss of or damage to Goods while in our care is limited as follows:

We are not liable for loss or damage caused by inherent defects, wear and tear, poor packing carried out by you, or pre-existing damage.

We are not liable for damage to furniture or items that require dismantling or reassembly unless this work is carried out by us with reasonable skill and care and the damage is caused directly by our negligence.

We are not liable for damage to items moved at your specific instruction against our professional advice, including items forced through narrow or obstructed spaces.

We are not liable for purely indirect, consequential, or economic losses such as loss of profit, loss of data, or loss of opportunity.

In any event, our total liability for any claim arising out of a single booking will not exceed the total price paid or payable for that booking, unless otherwise required by law.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability which cannot be excluded or limited under applicable law.

Inspection and Claims

You should check your Goods as soon as reasonably possible after delivery. Any visible loss or damage that you believe has been caused by us should be reported to us as soon as reasonably practicable, providing details and, where possible, supporting evidence such as photographs.

We may inspect the alleged damage and, where appropriate, seek to repair the item, offer compensation up to the limits of our liability, or decline the claim where we are not at fault under these terms.

Failure to notify us of loss or damage within a reasonable time may affect our ability to investigate and respond to your claim.

Delays and Events Beyond Our Control

We will use reasonable efforts to arrive and complete the service within agreed timeframes, but times are estimates and not guaranteed. We are not liable for delays or failures caused by events beyond our reasonable control, including but not limited to traffic conditions, road closures, accidents, weather, breakdowns, or delays caused by your actions or omissions.

If an event beyond our control significantly affects our ability to provide the service, we may reschedule the service or cancel the booking and provide a refund of any prepayments for services not performed.

Waste and Rubbish Removal Regulations

We operate in accordance with relevant waste and environmental regulations. We are not a general waste disposal company and will only remove items for disposal where this has been agreed in advance as part of the booking.

You must clearly identify any items intended for disposal. We reserve the right to refuse to remove any waste materials that are hazardous, prohibited, or not as described at the time of booking.

Where we agree to remove waste or unwanted items, you confirm that you have the right to dispose of these items and that they do not contain confidential or sensitive information. We may apply additional charges for waste transfer, recycling, and disposal in accordance with applicable regulations and commercial rates.

Insurance

You are responsible for maintaining suitable insurance cover for your Goods, including while in transit, particularly for high-value items. Our charges do not include comprehensive insurance for your Goods unless this is expressly agreed in writing.

Any optional protection or insurance offered by us will be subject to separate terms, conditions, exclusions, and limits, which will be made available to you in advance where applicable.

Data Protection and Privacy

We may collect and process personal information that you provide to us, such as your name, address, and contact details, for the purpose of providing our services, managing bookings, and handling payments and queries.

We will handle your personal data in accordance with applicable data protection laws and use it only for legitimate business purposes. We will not sell your personal information to third parties.

Governing Law and Jurisdiction

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

You and we agree that 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 the provision of our services.

Changes to These Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or business practices. The version in force at the time of your booking will apply to that booking.

You are advised to review these Terms and Conditions periodically. Continued use of our services after changes have been made indicates your acceptance of the updated terms.

Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary, or deleted, so that the remaining provisions continue in full force and effect.

Entire Agreement

These Terms and Conditions, together with any written confirmation or agreement we provide in relation to your booking, constitute the entire agreement between you and us in respect of the services supplied and supersede any prior discussions, correspondence, or understandings.