Terms and Conditions

Sutton Movers Terms and Conditions of Service

These Terms and Conditions set out the basis on which Sutton Movers provides removal, relocation, packing, and associated services within the United Kingdom. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions the following expressions shall have the following meanings.

Client means the person, firm, company, or organisation that requests or uses our services.

Company means Sutton Movers, the provider of the removal and associated services.

Services means any removal, packing, unpacking, loading, unloading, storage, transportation, disposal, or related service supplied by the Company.

Goods means any items, property, or belongings that are the subject of the Services.

Agreement means the contract between the Client and the Company for the supply of Services incorporating these Terms and Conditions and any written quotation or confirmation.

2. Scope of Services

The Company provides local and regional removal and related services, including domestic and commercial moves, packing and unpacking, loading and unloading, and transportation of Goods. Additional services such as furniture disassembly and reassembly, temporary storage, and transport of specific items may be provided by prior arrangement and may incur additional charges.

All Services are subject to availability and to the details stated in the quotation or booking confirmation. The Company reserves the right to decline work at its discretion.

3. Booking Process

3.1 Quotations

Quotations are usually based on the information supplied by the Client, including but not limited to property size, access conditions, parking availability, quantity and nature of Goods, and the distance between addresses. Quotations are estimates and may be revised if the information provided is incomplete, inaccurate, or changes before or during the move.

3.2 Acceptance of quotation

An Agreement is formed only when the Client confirms acceptance of the quotation and the Company confirms the booking in writing. The Company may require a deposit or prepayment as a condition of confirmation. Any variations to the agreed Services must be confirmed by the Company and may result in revised charges.

3.3 Client responsibilities at booking

The Client is responsible for ensuring that all information provided at the time of booking is accurate and complete. This includes full addresses, dates, times, access details, parking restrictions, lift availability, and any special handling requirements for Goods. The Client must promptly notify the Company of any changes that may affect the Services.

4. Access, Parking, and Service Conditions

The Client must ensure that there is suitable access at collection and delivery addresses for the Companys vehicles and staff. This includes arranging any necessary permits or permissions for parking and ensuring that entrances, stairways, and corridors are reasonably clear and safe.

If the Company is unable to complete the Services due to inadequate access, unsafe conditions, or lack of necessary permissions, the Company may charge for time lost, additional labour, or additional journeys. The Company is not responsible for delays or costs arising from factors outside its reasonable control, including traffic conditions, roadworks, or parking restrictions.

5. Packing and Preparation of Goods

Unless specifically agreed in writing, the Client is responsible for packing all Goods safely and appropriately for transport. Fragile items must be suitably protected. The Company may decline to move items that are inadequately packed or present a risk to staff, property, or other Goods.

Where the Company has agreed to provide packing services, the Client must allow sufficient time before the move date for packing and must ensure that the Company has adequate access to all areas of the property. The Company will exercise reasonable care in packing but does not guarantee that original manufacturer packaging standards or conditions will be replicated.

6. Items Not Accepted for Removal

Unless otherwise agreed in writing, the Company does not accept for removal or storage:

Perishable goods, live plants, or animals.

Hazardous, flammable, explosive, or illegal items, including but not limited to gas cylinders, fuel, fireworks, chemicals, and waste materials not permitted by law.

Valuables such as cash, jewellery, important documents, or collections of high individual value, which the Client should carry personally.

If such items are included without the Companys knowledge, the Company shall have no liability for loss or damage and the Client shall indemnify the Company against any resulting claims, damages, or expenses.

7. Payments and Charges

7.1 Pricing

Charges are usually calculated based on factors including volume of Goods, distance, labour required, vehicle size, packing materials, access conditions, and any additional services requested. Any tolls, congestion charges, parking fees, or similar costs reasonably incurred in carrying out the Services may be added to the final invoice.

7.2 Payment terms

Unless otherwise agreed in writing, payment is due as follows:

For residential moves, a deposit may be required on booking, with the balance payable no later than the day of the move, and in any event before unloading is completed.

For commercial or account Clients, payment terms will be stated on the invoice or written agreement. Late payment may incur interest at the statutory rate and reasonable administrative costs of recovery.

7.3 Non-payment

If payment is not received in accordance with the agreed terms, the Company reserves the right to suspend or cancel Services, retain Goods until payment is made in full, and charge reasonable storage and administration fees. Ownership of any packing materials supplied by the Company remains with the Company until payment is received in full.

8. Cancellations, Postponements, and Waiting Time

8.1 Client cancellations or changes

The Client may cancel or postpone the Services by providing reasonable notice. The following charges may apply unless otherwise stated in the quotation or booking confirmation.

If cancellation or postponement occurs more than seven days before the scheduled service date, the Company may refund any deposit paid, less any reasonable administrative costs.

If cancellation or postponement occurs within seven days but more than 48 hours before the scheduled service date, the Company may retain up to 50 percent of the quoted price to cover losses.

If cancellation or postponement occurs within 48 hours of the scheduled service date, the Company may charge up to 100 percent of the quoted price.

8.2 Company cancellations or changes

The Company reserves the right to cancel or reschedule Services due to circumstances beyond its reasonable control, including severe weather, vehicle breakdown, accidents, staff illness, or legal restrictions. In such cases the Company will use reasonable efforts to offer an alternative date or partial service, or to refund any sums paid for Services not provided. The Company shall not be liable for consequential losses arising from such cancellations.

8.3 Waiting time and delays

If the Company is required to wait due to delayed access, keys not being available, or other reasons outside the Companys control, additional waiting time charges may apply at the Companys standard hourly rate. The Company will take reasonable steps to minimise delays but is not liable for losses arising from delays beyond its reasonable control.

9. Client Obligations on the Move Day

The Client or an authorised representative must be present at collection and delivery addresses to supervise the move, check inventories where applicable, and sign any relevant documentation. If no representative is present, the Company will proceed in a reasonable manner, and the Client agrees to accept the Companys decisions regarding the handling and placement of Goods.

The Client must ensure that Goods are ready to be moved, that appliances are disconnected and drained where necessary, and that the property is accessible and safe. The Client is responsible for securing any necessary permissions from landlords, building managers, or local authorities.

10. Liability for Loss or Damage

10.1 Duty of care

The Company will exercise reasonable care and skill in handling, packing, loading, transporting, and unloading Goods. However, the Companys liability is subject to the limitations set out in this Agreement.

10.2 Exclusions

The Company is not liable for loss, damage, or delay arising from:

Inadequate or improper packing by the Client.

Normal wear and tear, deterioration, or inherent defects in Goods.

Changes in atmospheric conditions such as damp or temperature.

Actions or omissions of the Client or third parties.

Acts of God, adverse weather, war, terrorism, civil commotion, or other events beyond the Companys reasonable control.

10.3 Limits of liability

Unless otherwise agreed in writing, the Companys total liability for loss of or damage to Goods, arising from any single incident or series of connected incidents, shall be limited to a reasonable amount based on the value of the Goods moved, subject to any maximum liability stated in the quotation or written agreement.

The Company shall not in any circumstances be liable for indirect or consequential loss, including loss of profits, loss of business, or loss of enjoyment, arising out of or in connection with the Services.

10.4 Notification of loss or damage

The Client must inspect Goods as soon as reasonably practicable following delivery. Any loss or damage that may give rise to a claim must be notified to the Company in writing as soon as possible and in any event within seven days of delivery. The Company may request supporting evidence, such as photographs or inventories, and must be given a reasonable opportunity to inspect the damage before any repair or disposal.

11. Insurance

The Company maintains appropriate insurance for its business operations. The Client is encouraged to ensure that their own household or business insurance covers removal activities or to arrange separate cover if necessary. Any additional cover required beyond the Companys standard liability must be agreed in writing before commencement of the Services and may be subject to an additional fee.

12. Waste and Disposal Regulations

The Company operates in accordance with applicable UK waste and environmental regulations. Where the Services include the removal or disposal of unwanted items, the Company will only transport waste to authorised facilities and will not remove items that cannot legally be transported or disposed of.

The Client is responsible for ensuring that items presented for disposal are suitable for collection and do not include hazardous or prohibited materials. Any costs or fines arising from the Clients failure to comply with waste regulations may be charged to the Client. The Company aims to minimise waste sent to landfill and may separate reusable or recyclable items where practicable.

13. Storage Services

Where storage services are provided, they are subject to additional storage conditions which may be notified separately. Goods will be stored in a reasonable manner, but the Client is responsible for ensuring that stored Goods are adequately insured for their full replacement value. Storage charges will accrue until the Client arranges collection or onward delivery and settles any outstanding balance.

14. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible so that it can be investigated and, where appropriate, resolved. The Company will use reasonable endeavours to handle complaints fairly and promptly.

If a dispute cannot be resolved directly, the parties may consider using mediation or another form of alternative dispute resolution before pursuing court proceedings, although this is not a legal requirement.

15. Data Protection and Privacy

The Company will collect and process personal data only as necessary to provide the Services, manage bookings, handle payments, and comply with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws. The Company will not sell personal data to third parties and will only share it where necessary for the performance of the Services or where required by law.

16. Variations and Severability

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Agreement unless the parties agree otherwise in writing. If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17. Governing Law and Jurisdiction

These Terms and Conditions and any Agreement between the Client and the Company shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with the Services or these Terms and Conditions.

By confirming a booking with Sutton Movers, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.