Sutton Removals Terms and Conditions

These Terms and Conditions set out the basis on which Sutton Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related optional services. By making a booking, the customer agrees that these terms apply to the service provided. For the purposes of this document, references to “we”, “us”, and “our” mean Sutton Removals, and references to “you” or “the customer” mean the person, business, or organisation placing the booking.

These terms are intended to create a clear understanding of what is included in the service, what the customer must do, how charges are calculated, and when we may refuse, suspend, or terminate a booking. They are designed to reflect common UK moving-service practice and applicable legal requirements. Nothing in these terms limits any statutory rights that cannot lawfully be excluded.

1. Booking Process

A booking may be requested by telephone, email, online form, or other written method accepted by us. A booking is only confirmed once we have issued acceptance, whether in writing or by another clear confirmation method. Any quotation given before confirmation is based on the information provided at that time and may change if the inventory, access, timing, or service requirements differ from the original description.

When requesting a Sutton removals service, the customer must provide accurate and complete information, including the collection and delivery addresses, access conditions, approximate volume of items, parking restrictions, floor levels, lift availability, special handling needs, and any items that may require extra care. If a survey is completed, the quotation may rely on that survey. If no survey is completed, the quotation is based on the customer’s description and any supporting information supplied.

We reserve the right to amend a quotation if additional items, difficult access, waiting time, storage, specialist handling, or other circumstances increase the actual work required. If the revised cost is not accepted, we may cancel the booking without liability beyond refunding any sums due under these terms, subject to any non-refundable charges expressly stated at the time of booking.

2. Services and Customer Responsibilities

The customer must ensure that goods are ready for collection at the agreed time and that all items to be moved are properly identified. Unless otherwise agreed, fragile items, valuables, documents, jewellery, cash, medication, perishable goods, and hazardous materials should not be included in the load. The customer remains responsible for ensuring that any item handed over for transport is lawful to move and suitable for removal under UK law and transport safety requirements.

If packing is included, the customer must tell us about items that need special packing methods or specialist materials. If the customer chooses to pack items themselves, they are responsible for reasonable packing quality and for protecting fragile or sensitive goods. We do not accept responsibility for damage arising from poor packing, overfilled boxes, unsuitable containers, or the movement of items that were already defective or unstable before collection.

Where dismantling or reassembly is agreed, the customer must ensure the items are capable of being safely dismantled and reassembled without the need for specialist tradespeople unless this has been expressly arranged. We may refuse to move items that are unsafe, contaminated, excessively heavy, or likely to cause damage to property or persons. This includes items that present a health and safety risk, or goods that cannot be moved lawfully or practically in the available time and access conditions.

3. Payments

Unless agreed otherwise in writing, payment terms will be stated on the quotation or invoice. In many cases, a deposit or booking fee may be required to secure the date. The balance is usually due either before the move begins, upon completion, or within the period specified on the invoice. We may require cleared funds before releasing goods, especially where storage, long-distance transport, or additional charges are involved.

All prices are stated in pounds sterling unless otherwise agreed. Prices may be quoted as fixed, hourly, or based on a combination of labour, vehicle time, and materials. Additional charges may apply for delays caused by the customer, failure to provide access, waiting time, extra mileage, parking penalties, congestion, stair carries, or the need to provide additional personnel or vehicles. Any surcharge will be calculated fairly and in line with the information available.

Late payments may result in administration charges, interest, or suspension of delivery or storage release rights where permitted by law. We may also recover reasonable costs incurred in pursuing overdue sums. If payment is made by bank transfer, card, or other approved method, the customer must ensure that the correct reference or booking details are used so that payment can be matched to the relevant job.

4. Cancellations and Amendments

The customer may request a change to the booking date, service scope, or timings, but any amendment is subject to availability and may affect the price. We will act reasonably when considering changes, but cannot guarantee that a revised date or service configuration will be available. Any significant change may require a new quotation.

If the customer cancels, the amount payable or refundable will depend on how much notice is given and whether costs have already been incurred. We may retain a deposit, booking fee, or cover reasonable losses where a cancellation is made with limited notice, particularly where vehicles, staff, permits, storage, or packing materials have already been allocated. If we cancel due to circumstances outside our control, we will notify the customer as soon as reasonably possible and may offer an alternative date or refund of sums paid for the unavailable service.

We may also cancel or pause a service if we reasonably believe that continuing would be unsafe, unlawful, or materially different from the agreed scope. This may include situations where access is blocked, the inventory is materially understated, the customer fails to make payment, or the customer does not cooperate in a way that allows the move to proceed in a safe and lawful manner. In such cases, the customer may remain liable for reasonable costs already incurred.

5. Liability and Insurance

We will use reasonable care and skill when carrying out removals services in Sutton and elsewhere in the UK. Our responsibility is limited to direct loss or damage caused by our negligence, subject to the exclusions and limitations set out in these terms and any mandatory rights under law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.

To the extent permitted by law, we are not liable for indirect, consequential, or economic losses such as loss of profit, business interruption, missed opportunities, or emotional distress. We are also not responsible for damage to goods that were already defective, inadequately packed by the customer, or moved despite being identified as unsuitable. Where the customer asks us to move items without the normal protective packaging, this is done at the customer’s risk unless we have expressly agreed otherwise in writing.

Claims for loss or damage must be reported as soon as reasonably possible and in any event within a reasonable time after delivery. The customer must allow us a fair opportunity to inspect the goods and any relevant packaging, property, or access conditions. If we are unable to inspect promptly because the customer has disposed of the goods or packaging, our ability to assess the claim may be affected.

Any compensation payable will be limited, where lawful, to the reasonable repair or replacement cost of the affected item or the proven reduction in value, taking account of age, wear, and condition. The customer is responsible for obtaining suitable insurance for items of unusual value, rarity, or sentimental importance. Standard removal insurance may not cover all categories of goods, and customers should review any policy wording carefully.

6. Access, Delays, and Site Conditions

The customer must make sure that the collection and delivery properties are accessible at the scheduled time. This includes ensuring that keys, codes, permits, and permissions are available and that parking arrangements can be used lawfully. If access is delayed or obstructed, we may charge waiting time, abortive attendance, or additional labour costs where reasonable.

We are not responsible for delays caused by traffic, road closures, weather, public events, parking restrictions, mechanical issues not due to our negligence, or circumstances beyond our reasonable control. If an event of force majeure occurs, we may rearrange the move without liability for resulting delay, provided we act reasonably. We will endeavour to keep disruption to a minimum, but timing estimates are not guarantees unless expressly stated as such.

7. Waste, Disposal, and Environmental Compliance

Any removal, disposal, or clearance service will be carried out in accordance with applicable UK waste regulations, including requirements relating to lawful transfer, transport, and disposal of controlled waste. Where we remove waste on the customer’s behalf, the customer confirms that they have the right to authorise such removal and that the waste has not been contaminated or illegally mixed with prohibited materials. If a waste transfer note or similar record is required, the customer agrees to provide the information necessary for compliance.

We may refuse to handle any item that is classified as hazardous, clinical, chemical, asbestos-containing, biohazardous, or otherwise regulated, unless we are specifically licensed and equipped to do so and have expressly agreed in writing. The customer must not include batteries, gas cylinders, solvents, paints, fuel, oils, or similar restricted items unless prior consent has been obtained. Any waste left behind, fly-tipped material, or misdeclared item that creates a compliance risk may be charged separately and reported where required by law.

If the customer asks us to dispose of furniture, appliances, or mixed household contents, we may sort, segregate, recycle, or direct items to appropriate licensed facilities where reasonably practicable. The customer accepts that some items may be unsuitable for reuse or recycling and that lawful disposal routes may vary depending on the nature and condition of the materials. We will not knowingly engage in any activity that breaches environmental law or places us in a position of unlawful handling.

8. Customer Warranties

The customer warrants that they are authorised to arrange the move and that they have the right to enter into these terms. They also warrant that they have disclosed all material information affecting the service, including access constraints, hazardous substances, and any item requiring special handling. If the customer fails to disclose important information, any resulting loss, delay, or additional cost may be charged to the customer.

The customer further confirms that none of the goods handed over are stolen, unlawfully possessed, or prohibited by law from being transported. The customer must ensure that any data-bearing device is properly backed up before removal, especially where the item may be exposed to physical shock or environmental changes during transport. We are not responsible for data loss unless caused by our proven negligence and only to the extent permitted by law.

9. Storage, Subcontracting, and Third Parties

Where storage is provided, separate storage terms may apply in addition to these terms. Stored goods remain subject to the customer’s payment obligations, and we may retain a lien or lawful right of retention where charges are unpaid and permitted by law. We may also use subcontractors or third parties to perform part of the service, provided that we remain responsible for their performance to the extent required by law and contract.

Any third-party service arranged at the customer’s request, such as specialist disposal, crane hire, or parking suspension, may be subject to the third party’s own terms and charges. We are not responsible for third-party delays, failures, or pricing changes unless we have expressly assumed responsibility in writing.

10. Complaints and Disputes

If the customer believes that a service issue has occurred, they should notify us promptly with sufficient detail to allow the matter to be reviewed. We may request photographs, inventory details, invoices, or other evidence. We will assess complaints fairly and in good faith, with a view to resolving matters efficiently.

Where a dispute cannot be resolved informally, the parties should attempt to settle the issue through reasonable discussion before commencing formal proceedings, unless urgent legal action is necessary. Nothing in this section prevents either party from seeking a remedy through the courts where appropriate.

11. Governing Law

These terms and any dispute or claim arising from them, or their subject matter or formation, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

This document forms the entire agreement between the customer and Sutton Removals in relation to the service described, unless varied in writing. No statement made before booking will override these terms unless confirmed in writing and signed or otherwise expressly approved by us.