Sutton Removals Terms and Conditions

These Terms and Conditions set out the basis on which Sutton Removals provides removal, packing, storage, clearance and related services within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 Sutton Removals, we, our or us refers to the removal company providing services under these terms.

1.2 Customer, you or your refers to the person, company or organisation booking or using our services.

1.3 Services means any removal, packing, unpacking, loading, unloading, storage, clearance, delivery, or related services we agree to provide.

1.4 Goods means the personal belongings, furniture, equipment, and other items that are the subject of our services.

1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation.

2. Quotation and Service Area

2.1 Any quotation provided by us is based on the information supplied by you and is valid for the period stated on the quotation, or if no period is stated, for 30 days from the date of issue.

2.2 Our quotations generally apply to services carried out within our usual UK service area, including local and regional moves to and from Sutton and surrounding districts, as well as longer-distance relocations within mainland Britain, unless otherwise stated.

2.3 The quotation will specify the services included, such as packing, dismantling and reassembly, supply of packing materials, and any storage or clearance services. Any services not expressly included in the quotation will be charged separately at our standard rates.

2.4 We reserve the right to adjust the quotation if:

(a) the work is not carried out within three months of the quotation date;

(b) you request additional services or changes in scope;

(c) access conditions differ from those described or reasonably expected;

(d) there are delays outside our control that significantly extend the time required to complete the work.

3. Booking Process

3.1 A booking is only confirmed when you have accepted our quotation and we have issued written confirmation of your booking.

3.2 Acceptance of a quotation may be made in writing or by any other method that clearly indicates your agreement, as specified by us during the booking process.

3.3 We may request information about:

(a) the addresses for collection and delivery;

(b) property type, number of floors, lift access and parking arrangements;

(c) the volume or list of goods to be moved;

(d) any items requiring special handling, such as pianos, safes or fragile items;

(e) any time restrictions or building regulations that may affect access.

3.4 You are responsible for ensuring that all information provided during the booking process is accurate and complete. We are not liable for delays, additional charges or inability to complete the work arising from incorrect or incomplete information.

3.5 We reserve the right to decline or cancel a booking at our discretion, including where the work falls outside our operational capacity or where we reasonably consider the job to present an unacceptable risk.

4. Payments and Charges

4.1 Unless otherwise agreed in writing, payment for our services is due as follows:

(a) residential moves: full payment by the date of service or as otherwise stated in our confirmation;

(b) commercial moves: deposit and balance payment terms as agreed in advance;

(c) storage services: ongoing charges payable in advance for each storage period.

4.2 We may require a deposit at the time of booking. The amount and due date of any deposit will be stated in our quotation or booking confirmation.

4.3 If payment is not received by the due date, we may:

(a) suspend or refuse to carry out the services;

(b) charge interest on overdue amounts at the statutory rate from the due date until payment is received;

(c) retain possession of any goods in our care until payment is made in full and any storage or additional handling charges are settled.

4.4 All prices are stated in pounds sterling and include or exclude VAT as specified. If the rate of VAT changes between the date of quotation and the date of service, we will adjust the total price accordingly where required by law.

4.5 Additional charges may apply for:

(a) waiting time caused by delayed access to premises or keys;

(b) extra labour required due to access limitations or health and safety considerations;

(c) services carried out outside normal working hours at your request;

(d) handling items that were not disclosed at the time of quotation.

5. Cancellations and Postponements

5.1 If you need to cancel or postpone your booking, you must notify us as soon as reasonably practicable.

5.2 Unless different terms are specified in your quotation or booking confirmation, our standard cancellation charges are as follows:

(a) more than 10 working days before the agreed service date: no cancellation charge and any deposit may be refunded or transferred, subject to our discretion;

(b) between 5 and 10 working days before the agreed service date: up to 50 percent of the quoted price may be charged;

(c) less than 5 working days before the agreed service date: up to 100 percent of the quoted price may be charged.

5.3 If you postpone the work and we are able to rebook a new date, we may, at our discretion, offset some or all of any cancellation charge against the price for the rescheduled services.

5.4 We may cancel or postpone the services where:

(a) you fail to pay any required deposit or charges when due;

(b) you materially breach these Terms and Conditions;

(c) weather, road conditions, industrial action or other events outside our reasonable control make it unsafe or impossible to perform the services;

(d) our staff reasonably consider that carrying out the work would pose an unacceptable risk to health and safety.

5.5 If we cancel the services for reasons within our control, any sums you have paid for services not yet performed will be refunded. We will not be liable for any indirect or consequential loss caused by such cancellation.

6. Your Responsibilities

6.1 You are responsible for:

(a) securing suitable parking and access at both collection and delivery addresses, including any permits or permissions required;

(b) ensuring that the property approaches, stairways, corridors and lifts are suitable for moving the goods;

(c) being present or represented by an authorised person during collection and delivery;

(d) ensuring all goods are prepared, packed and labelled appropriately if you have not requested our packing service;

(e) disconnecting and preparing appliances in accordance with manufacturers guidelines, unless agreed otherwise.

6.2 You must not include in the goods:

(a) any prohibited or illegal items;

(b) explosives, flammable liquids or gases, or other hazardous materials;

(c) perishable items or goods requiring temperature control, unless agreed;

(d) cash, securities, precious metals, jewellery or important documents, as these are carried entirely at your own risk.

6.3 You must inform us in advance of any goods that may present a particular risk or require specialist handling.

7. Our Responsibilities and Liability

7.1 We will provide the services with reasonable care and skill, using appropriate vehicles, equipment and staff for the agreed work.

7.2 We are not liable for loss or damage arising where:

(a) the goods were not packed by us and the damage is due to insufficient or unsuitable packing;

(b) we acted in accordance with your instructions;

(c) loss or damage arises from normal wear and tear, inherent defects, or pre-existing damage;

(d) loss or damage results from climatic conditions, damp, mould or vermin, unless caused by our negligence while the goods are under our direct control.

7.3 Our liability for loss of or damage to goods, whether arising from breach of contract, negligence or otherwise, is limited to a reasonable sum per item or per consignment as stated in our quotation or confirmation. If no amount is specified, our maximum total liability for any one consignment is limited to a reasonable amount having regard to the price paid for the services.

7.4 If you wish to increase the standard limit of our liability, you must request this in writing before the services commence, and we may agree an increased limit subject to an additional charge or suggest that you arrange separate insurance cover.

7.5 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under applicable law.

7.6 We will not be liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the services.

8. Claims and Time Limits

8.1 You must inspect the goods as soon as reasonably practicable after delivery.

8.2 Any visible loss or damage must be reported to us in writing as soon as possible and in any event within a reasonable period after delivery. Failure to notify us within a reasonable time may affect our ability to investigate and may limit any compensation payable.

8.3 Where goods are placed into storage, you should notify us promptly of any loss or damage discovered during or after removal from storage.

8.4 We may require evidence of the loss or damage, including photographs, receipts, and any relevant documentation, in order to assess your claim.

9. Waste, Clearance and Environmental Regulations

9.1 Where we provide clearance or disposal services, we will handle waste in accordance with applicable UK waste management and environmental regulations.

9.2 We may refuse to remove or dispose of any item that is classified as hazardous or controlled waste, or which we reasonably believe may breach relevant regulations.

9.3 Any costs incurred in safely handling, storing or returning prohibited items found within your goods may be charged to you.

9.4 You are responsible for ensuring that any items presented for clearance or disposal do not contravene local authority rules or national legislation relating to waste.

9.5 We may use licensed third party facilities for recycling or waste disposal and will take reasonable steps to ensure that such parties are appropriately authorised.

10. Storage Services

10.1 Where we provide storage, the terms in this section apply in addition to the rest of these Terms and Conditions.

10.2 Storage charges accrue from the date the goods are placed into storage until the date they are removed. Charges are normally payable in advance for each storage period.

10.3 If storage charges remain unpaid, we may exercise a lien over the goods and, after giving reasonable notice, sell or dispose of them to recover sums due, in accordance with applicable law. Any surplus funds after deduction of charges and reasonable costs of sale will be returned to you where possible.

10.4 You must inform us promptly of any change in your contact details while your goods are in storage.

11. Access, Health and Safety

11.1 We may refuse to carry out or continue services where our staff reasonably consider that the premises or access routes are unsafe or unsuitable.

11.2 You must ensure that walkways are clear and that any pets or children are kept away from areas where our staff are working, in order to maintain a safe working environment.

11.3 We may take reasonable steps to protect floors, walls and doorways, but cannot guarantee that no marks or cosmetic damage will occur where access is restricted or goods are particularly large or heavy.

12. Data Protection and Privacy

12.1 We will collect and use your personal information only as necessary to provide our services, handle payments, manage bookings and comply with legal obligations.

12.2 Your information will not be sold to third parties. It may be shared with trusted partners, such as storage providers or subcontractors, where required to complete the services, and always in accordance with applicable data protection legislation.

13. Variation and Severability

13.1 We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us, unless a later version is expressly agreed in writing.

13.2 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision will be treated as modified to the minimum extent necessary or, if that is not possible, deleted, without affecting the validity and enforceability of the remaining provisions.

14. Governing Law and Jurisdiction

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

14.2 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 services we provide.

By confirming a booking with Sutton Removals or using our services, you acknowledge that you have read, understood and agreed to these Terms and Conditions.