These Terms and Conditions set out the basis on which we provide household and commercial removal and related services in Sutton and surrounding areas. By making a booking, paying a deposit, or allowing our staff to commence work at your property, you agree to be bound by these Terms and Conditions.
These terms are intended to be fair and transparent and to clarify the responsibilities of both the removal company and the customer. Please read them carefully before confirming your move.
In these Terms and Conditions, the following expressions have the meanings set out below:
Company means the removal company providing the services.
Customer means the person, firm, or organisation booking the services.
Goods means the items to be moved, transported, packed, stored, or disposed of by the Company under these terms.
Services means removal, packing, unpacking, storage, clearance, disposal, or any related services supplied by the Company.
Service Area means Sutton and other locations within the operating radius agreed by the Company.
All quotations are based on the information provided by the Customer, including the property addresses, access details, volume and nature of Goods, and any special requirements. Quotations are usually provided free of charge and are valid for a limited period as stated on the quotation.
The Company reserves the right to amend or withdraw a quotation if:
1. The Customer has provided incomplete, inaccurate, or misleading information.
2. The scope of work changes, including additional items, extra journeys, or extended waiting times.
3. Access at either property is restricted or significantly different from what was described, including parking, stairs, lifts, or distance to the vehicle.
Unless otherwise stated in writing, quotations do not include customs duties, parking charges, tolls, congestion charges, local authority permits, or any costs associated with obtaining access to restricted areas.
A booking is only confirmed when the Customer has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit or booking fee. Provisional dates discussed by telephone or in person are not guaranteed until confirmed by the Company.
To secure a moving date, the Customer must:
1. Provide full contact details and accurate addresses for collection and delivery.
2. Confirm the date and approximate start time of the move.
3. Confirm any additional services required, such as packing, dismantling, or storage.
4. Pay the deposit requested by the Company within the stated timeframe.
The Company will make reasonable efforts to accommodate preferred dates, especially for moves within the Sutton area, but all bookings are subject to availability. The Company reserves the right to reschedule in the event of circumstances beyond its control, such as severe weather, road closures, or operational issues. In such cases, the Company will discuss alternative arrangements with the Customer.
The Customer is responsible for:
1. Ensuring that they are legally entitled to move the Goods or dispose of them.
2. Providing accurate and complete information about the move, including any fragile, valuable, or unusual items.
3. Arranging suitable parking and access for the removal vehicle at both addresses, and obtaining any permits required by the local authority or property management.
4. Ensuring that the premises are safe for the Company’s staff and that any hazards are clearly pointed out.
5. Being present or appointing an authorised representative at both collection and delivery to guide the movers and check the premises.
6. Preparing appliances and disconnection of utilities in advance, unless otherwise agreed in writing.
7. Ensuring that all Goods to be moved are properly packed if self-packed, labelled where necessary, and ready for loading at the agreed time.
Unless otherwise agreed in writing, payment terms are as follows:
1. A deposit or booking fee is payable to secure the date.
2. The remaining balance is payable either before the move or on the day of the move prior to unloading, as specified by the Company.
3. For longer-distance moves or multi-day work, staged payments may be required.
Payment methods accepted will be advised by the Company and may include bank transfer or card payment. Cash payments may be accepted at the Company’s discretion but must be agreed in advance.
If the Customer fails to make payment when due, the Company may:
1. Refuse to commence or continue with the Services until payment is received.
2. Withhold delivery of Goods until full payment has cleared.
3. Charge interest on overdue amounts at the statutory rate permitted under UK law.
4. Recover from the Customer any reasonable costs incurred in enforcing payment, including legal or debt collection costs.
All prices quoted are inclusive or exclusive of VAT depending on the Company’s registration status and the wording of the quotation. Any applicable taxes will be clearly indicated.
If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as possible. The following charges may apply, depending on the notice period:
1. More than 7 days before the move date: deposit may be refunded or transferred at the Company’s discretion.
2. Between 7 days and 48 hours before the move date: all or part of the deposit may be retained to cover administrative and scheduling costs.
3. Less than 48 hours before the move date or on the day of the move: up to 100 percent of the quoted price may be charged.
The exact cancellation and postponement charges will be stated in the quotation or booking confirmation where possible. These charges reflect the likelihood that the slot cannot be rebooked at short notice, especially for peak moving days in and around Sutton.
If, on the day of the move, the Company is unable to gain access to the property or is delayed due to reasons outside its control, waiting time charges may apply. The hourly rate for waiting time will be confirmed in advance or will be in line with the standard hourly charges of the Company.
The Customer is responsible for ensuring that suitable access and parking are available at both the collection and delivery addresses. This includes:
1. Arranging parking permits where required by local authorities.
2. Ensuring that driveways, roads, or entrances are suitable for the size and weight of the removal vehicle.
3. Informing the Company of any height, width, or weight restrictions, including low bridges or narrow streets.
If appropriate parking cannot be secured, the Company may be unable to complete the Services as quoted and may charge additional fees for extra time, walking distance, or alternative arrangements. The Company is not liable for parking fines incurred where the Customer has failed to arrange proper permissions, and such fines may be recharged to the Customer.
For safety and legal reasons, the Company will not carry or store any of the following without prior written agreement:
1. Explosives, flammable or hazardous materials, gas cylinders, or fuel.
2. Illegal substances or items obtained unlawfully.
3. Perishable goods that may deteriorate or attract pests.
4. Live animals or plants, unless specifically agreed and appropriately packaged.
5. Valuable items such as cash, jewellery, important documents, or collectibles, which the Customer is advised to move personally.
If such items are moved without the Company’s knowledge, the Company will have no liability for loss, damage, or deterioration, and the Customer may be responsible for any resulting fines or damage.
The Company will exercise reasonable care and skill when carrying out the Services. However, the Company’s liability is subject to the limitations set out below.
1. The Company is not liable for loss or damage arising from faulty or insecure packing by the Customer, including boxes that are overfilled, poorly sealed, or unsuitable for transport.
2. The Company is not liable for normal wear and tear, minor scuffs, or superficial marks that occur during handling, particularly on pre-owned furniture and surfaces.
3. The Company is not liable for loss or damage to fragile items that were not adequately protected, clearly labelled, or disclosed as fragile.
4. Liability for any individual item is limited to its reasonable current value and not its sentimental or special value.
5. Overall liability for any single move may be capped at a maximum amount specified in the quotation or booking confirmation.
The Customer must report any visible damage or missing items to the team leader on the day of the move where possible, and in any case in writing within a reasonable period following the move. Failure to notify the Company promptly may affect the ability to investigate and resolve the issue.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under UK law.
The Company will maintain appropriate insurance cover for its operations, including public liability and, where applicable, goods in transit insurance. The scope and limits of this cover may be detailed in the quotation or available on request.
The Customer is encouraged to check whether their own home or business insurance provides cover for moving goods and, if necessary, arrange additional protection. The Customer remains responsible for ensuring that any high-value items are adequately insured.
Where the Company provides clearance or disposal services, it will comply with relevant waste management regulations in the United Kingdom. This includes holding any required registrations for the transport of waste and using licensed disposal or recycling facilities.
The Customer confirms that:
1. They have the right to dispose of the items to be removed.
2. The items are not hazardous waste unless clearly disclosed and agreed in writing.
3. No prohibited items, such as asbestos or clinical waste, are included unless specifically agreed and handled by appropriately licensed contractors.
Additional charges may apply for disposal of bulky items, electrical equipment, or materials that incur higher recycling or landfill fees. These charges will be explained as far as reasonably possible before the work is carried out.
The Company will make every reasonable effort to carry out the Services in accordance with agreed timescales. However, it is not responsible for delays or failure to perform caused by events beyond its control, including but not limited to:
1. Extreme weather conditions.
2. Road traffic accidents or road closures.
3. Mechanical failure, breakdown, or theft of vehicles.
4. Industrial disputes, strikes, or lockouts.
5. Acts of terrorism, civil unrest, or unforeseen public emergencies.
In such circumstances, the Company will communicate with the Customer as soon as reasonably possible and seek to rearrange or complete the work at the earliest opportunity. The Company is not liable for indirect or consequential losses arising from delay, such as loss of earnings or missed appointments.
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the team leader on site where possible, so that it can be addressed immediately. If the matter is not resolved, the Customer should submit a written complaint to the Company within a reasonable period after the move, providing full details and any supporting evidence.
The Company will investigate complaints fairly and promptly and will aim to respond within a reasonable timeframe. Where appropriate, the Company may offer remedial work, a partial refund, or other forms of resolution, without prejudice to its rights under these Terms and Conditions.
These Terms and Conditions, and any contract formed between the Company and the Customer for removal or related services, are governed by and construed in accordance with the laws of England and Wales.
Any disputes arising out of or in connection with these Terms and Conditions or the Services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Any waiver by the Company of a breach of these terms shall not be treated as a waiver of any subsequent breach.
The Company 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 contract. Customers are encouraged to review the latest terms when making a new booking.
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous written or oral understandings or agreements on the subject matter.
Unlike some removal companies Sutton, we are 100% aware of every customer’s unique needs and requirements, so do not hesitate to book us today.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
(65)