Terms and Conditions
Movers Sutton Terms and Conditions of Service
These Terms and Conditions set out the basis on which Movers Sutton provides removal, relocation and associated services within the United Kingdom. By making a booking, using our services, or allowing work to proceed, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Agreement means the contract between Movers Sutton and the Customer, comprising these Terms and Conditions and any written quotation or service confirmation issued by us.
Customer means any individual, business, company, partnership or organisation that books or receives services from Movers Sutton.
Services means any removal, packing, unpacking, loading, unloading, transportation, furniture assembly or disassembly, storage or other related services supplied by Movers Sutton.
Goods means any items, furniture, personal effects, equipment or other property that are the subject of the Services.
Working Day means any day other than a Saturday, Sunday or public bank holiday in England.
2. Scope of Services
Movers Sutton provides residential and commercial removal and associated services within the United Kingdom, including local and regional moves and related support services. The exact scope of work will be as set out in our quotation or service confirmation.
We reserve the right to decline any booking request at our discretion, including where access is unsafe, the nature of the Goods is unsuitable, or the work falls outside our usual service capabilities or regulatory requirements.
3. Quotations and Pricing
All quotations are based on the information provided by the Customer, including addresses, access conditions, volume and nature of Goods, required dates, and any special handling requirements.
Quotations are normally provided as fixed-price estimates or hourly rate structures. The type of quotation and any relevant assumptions will be stated in the written quotation or service confirmation.
We reserve the right to adjust the price if:
There is a significant change to the volume, weight, or nature of Goods.
Access at collection or delivery addresses is substantially more difficult than originally described.
Additional services are requested or required on the day, such as packing, dismantling or reassembly.
Delays occur beyond our reasonable control, including waiting for keys or restricted access to premises.
Unless otherwise stated in writing, quotations exclude customs duties, parking charges, congestion charges, tolls, and any third-party fees. These will be charged in addition where applicable.
4. Booking Process
A booking is made when the Customer confirms acceptance of our quotation or service offer, and we provide written confirmation of the booking, which may be in electronic form.
We may require a deposit or full pre-payment to secure a booking. Details of any deposit requirement and payment dates will be confirmed at the time of booking.
It is the Customer’s responsibility to ensure that all booking details are accurate, including addresses, dates, times, and contact information. Any errors must be notified to us as soon as possible. We are not liable for delays or additional costs arising from incorrect or incomplete information supplied by the Customer.
5. Customer Obligations
The Customer agrees to:
Ensure that adequate access is available at collection and delivery addresses, including parking for the removal vehicle.
Arrange any necessary parking suspensions, permits, or access approvals where required by local enforcement authorities.
Fully and properly prepare Goods for transport unless packing services have been expressly included.
Ensure that any fragile or high-value items are clearly identified to our team before the start of work.
Be present, or ensure that an authorised representative is present, at collection and delivery to direct the work and sign any relevant documentation.
Where the Customer is not present and has not arranged for a representative, we may proceed based on the information previously supplied, and our liability for any loss, damage or misunderstanding arising from lack of supervision will be limited.
6. Payments and Charges
Unless otherwise specified in writing, all charges are payable in full no later than on the day of service and, in many cases, before unloading at the delivery address. We may, at our discretion, require payment in advance.
We accept payment methods as notified at the time of booking. We do not accept liability for any fees or charges levied by your bank or payment provider.
If payment is not made when due, we may:
Refuse to unload or deliver Goods until payment is made in full.
Apply interest on overdue amounts at the statutory rate permitted under UK law.
Retain Goods under a lien until all outstanding charges, interest and costs have been paid in full.
Where Goods are retained under a lien, we may, after providing reasonable notice, sell or dispose of the Goods to recover outstanding sums, subject to applicable law.
7. Cancellations and Amendments
The Customer may cancel or amend a booking by providing written notice to Movers Sutton.
Unless stated otherwise in your quotation or booking confirmation, the following cancellation terms will apply:
If you cancel more than five Working Days before the agreed service date, any deposit paid may be refunded or transferred, subject to any reasonable administrative costs.
If you cancel between two and five Working Days before the agreed service date, we may retain all or part of your deposit and may charge up to fifty percent of the quoted price.
If you cancel less than two Working Days before the agreed service date, we may charge up to one hundred percent of the quoted price.
If you wish to change the date, time or scope of the Services, we will try to accommodate your request but cannot guarantee availability. Changes may result in an adjustment to the price.
We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including extreme weather, vehicle breakdown, accidents, illness, or regulatory restrictions. In such cases, our liability will be limited to rescheduling the booking or refunding any sums paid for the affected Services.
8. Excluded and Special Items
Unless expressly agreed in writing, we do not carry or handle the following items:
Explosives, flammable or hazardous substances, including gas cylinders and fuels.
Illegal goods, contraband, or items in breach of statutory regulations.
Perishable or temperature-sensitive items, including food and plants.
Cash, bonds, securities, precious metals, or fine jewellery.
Animals or live creatures.
Where such items are included in Goods without our knowledge or agreement, we will not be liable for any loss, damage, delay, or deterioration, and you will indemnify us against any resulting claims or costs.
9. Liability for Loss or Damage
We will take reasonable care to protect your Goods and property while providing the Services. Our liability is subject to the limitations set out in this section.
We will not be liable for:
Loss or damage arising from your failure to adequately pack or protect Goods where packing has not been carried out by us.
Normal wear and tear, minor marks, or superficial scratches that may occur in the ordinary course of handling.
Loss or damage resulting from defective or insecurely assembled furniture that was not dismantled prior to the move.
Damage to items that are inherently fragile or unstable, including glass, ceramics, and certain electronic items, unless we have specifically packed and labelled them as fragile.
Loss or damage arising from acts or omissions of the Customer or any third party under the Customer’s control.
Our liability for loss of or damage to Goods, where established, will normally be limited to the reasonable cost of repair or replacement, taking account of age, condition and fair market value, subject to any overall cap stated in our quotation or confirmation. We may offer supplementary cover at additional cost, which will be described separately if available.
We will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of use, or loss arising from delay, save where such limitation is prohibited by law.
10. Claims and Notification
Any visible loss or damage must be reported to our team on the day of service and noted on any completion documentation where reasonably possible.
You must notify us in writing of any claim for loss or damage as soon as reasonably practicable and, in any event, within seven days of the service date, giving full details of the alleged loss or damage. We may request supporting evidence such as photographs, receipts, or professional reports.
Failure to notify us within this period may prejudice our ability to investigate and may affect the outcome of your claim, unless you can show that it was not reasonably possible to notify us sooner.
11. Access, Property and Parking
The Customer is responsible for ensuring that suitable access is available for our vehicles and staff at both collection and delivery locations.
Where parking restrictions apply, you are responsible for securing appropriate permissions and permits. Any parking fines or enforcement charges incurred as a result of insufficient permissions or instructions may be added to your invoice.
We are not responsible for damage to driveways, pavements, surfaces, or property where access is narrow, uneven, or otherwise unsuitable for standard removal vehicles, provided we have taken reasonable care and acted on your instructions.
12. Waste, Disposal and Environmental Regulations
Movers Sutton operates in compliance with relevant UK waste and environmental regulations. We are not a general waste disposal contractor and will only remove items for disposal where this has been specifically agreed as part of the Services.
Any items removed for disposal will be managed in accordance with applicable waste legislation. We may refuse to remove items that are classified as hazardous, controlled, or otherwise unsuitable for standard disposal routes.
The Customer is responsible for identifying and notifying us of any items that might be subject to special waste controls, including electrical items, chemicals, or clinical waste. Additional charges may apply for lawful disposal of such items and we reserve the right to refuse collection where necessary documentation or arrangements are not in place.
13. Force Majeure
We will not be liable for any delay, failure to perform, or interruption of Services caused by events beyond our reasonable control, including but not limited to severe weather, road closures, accidents, acts of government or regulatory authorities, industrial disputes, pandemics, or civil unrest.
In such circumstances, we will take reasonable steps to minimise disruption and, where possible, rearrange the Services. Any right to cancel or reschedule will be managed in a fair and reasonable manner, taking account of the circumstances and any costs already incurred.
14. Data Protection and Privacy
We will collect and process personal information about Customers only to the extent necessary to manage bookings, provide Services, take payment, and meet our legal obligations. We will handle such information in accordance with applicable data protection laws in the United Kingdom.
We will not sell your personal details to third parties. We may share information with trusted partners where necessary to deliver the Services or comply with legal requirements.
15. Complaints and Dispute Resolution
We aim to provide a professional and reliable service. If you are dissatisfied with any aspect of our Services, you should raise the matter with us as soon as possible, providing full details so that we can investigate.
We will seek to resolve complaints promptly and fairly. Where a dispute cannot be resolved informally, either party may consider seeking independent advice or using alternative dispute resolution mechanisms, where appropriate.
16. Variation of Terms
We may update or vary these Terms and Conditions from time to time. The version that applies to your booking will normally be the version in force at the time the Agreement was made, unless a change is required by law or regulation, in which case it may apply immediately.
17. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be severed from the remaining provisions, which will continue to be valid and enforceable.
18. 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.
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 provided by Movers Sutton.
By proceeding with a booking or using our Services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
