Removals Sutton Terms and Conditions of Service

These Terms and Conditions set out the basis on which Removals Sutton provides removal, transportation, packing, storage coordination and related services to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

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

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

Customer means the individual, partnership, company or organisation that requests or receives services from the Company.

Services means any removal, packing, loading, unloading, transportation, furniture disassembly or reassembly, waste-related service or any other related service provided by the Company.

Goods means the items, furniture, personal belongings, equipment or other property that are the subject of the Services.

Service Address means any collection, delivery, access or destination address at which the Services are provided.

Contract means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.

2. Scope of Services

The Company provides domestic and commercial removal services, including local moves, packing assistance, loading and unloading, and transportation of Goods between specified locations. Additional services, such as dismantling and reassembling furniture, packing materials supply and waste-related services, may be offered where agreed in advance and confirmed in writing by the Company.

The Company will provide the Services using reasonable care and skill and in accordance with these Terms and Conditions. Any timeframes, dates or arrival windows given are estimates only and are not guaranteed unless explicitly confirmed in writing as guaranteed by an authorised representative of the Company.

3. Booking Process

3.1 Quotations

All quotations issued by the Company are based on the information provided by the Customer at the time of enquiry, including the volume of Goods, property access conditions, required dates, addresses and any additional services requested. Quotations are normally valid for a limited period from the date of issue as stated in the quotation or, if none is stated, for 30 days.

Quotations are not binding offers and may be revised if the Customer s requirements change, if additional Goods are included, if access conditions differ from those described, or if there are unforeseen circumstances such as restricted parking or additional flights of stairs.

3.2 Confirming a Booking

A booking is only confirmed once the Customer has accepted the quotation, agreed to these Terms and Conditions and the Company has sent written confirmation. The Company reserves the right to refuse or decline any booking at its discretion.

The Customer is responsible for ensuring that all details in the booking confirmation are accurate, including dates, addresses, access details and service requirements. Any inaccuracies should be notified to the Company as soon as possible.

4. Customer Responsibilities

The Customer agrees to:

Provide accurate, complete information about the Goods, addresses, parking and access conditions.

Ensure that all Goods are properly packed, secured and ready for transport unless a packing service has been specifically booked and confirmed.

Obtain and pay for any necessary parking suspensions, permits, access permissions or building management approvals required for the Services.

Be present, or arrange for an authorised representative to be present, at the collection and delivery addresses to direct the crew and sign relevant paperwork.

Ensure that all Goods for removal are clearly identified and separated from any items that are not to be moved.

The Company is entitled to rely on the instructions of any person present at the Service Address who reasonably appears to have authority to act on behalf of the Customer.

5. Payments and Charges

5.1 Pricing and Estimates

Prices are based on factors such as the size of the move, travel distance, number of staff required, vehicles used, and any additional services requested. Where the Company has provided an hourly rate, charges will be calculated from the time the crew and vehicle arrive at the first Service Address until the time the vehicle is unloaded and the move completed, including unavoidable delays beyond the Company s control.

5.2 Deposits and Payment Terms

The Company may require a deposit to secure a booking. Details of any deposit amount and due date will be stated in the quotation or booking confirmation. Deposits are normally non-refundable except where otherwise required by law.

Unless otherwise agreed in writing, the balance of payment for the Services is due immediately upon completion of the move on the same day. For longer projects or commercial contracts, the Company may agree alternative payment schedules, which will be set out in writing.

The Company accepts standard payment methods as advised at the time of booking. The Customer is responsible for ensuring that funds are available and payments are made in full and on time.

5.3 Late Payment

If payment is not received when due, the Company reserves the right to charge interest on the outstanding amount at the statutory rate and to recover any reasonable administrative and legal costs incurred in pursuing late or non-payment. The Company may also suspend or cancel any further Services until payment has been received.

6. Cancellations and Postponements

6.1 Cancellation by the Customer

If the Customer wishes to cancel or postpone a booking, notice must be given to the Company as soon as possible. The following charges may apply unless otherwise agreed in writing:

Where more than seven days notice is given before the scheduled Service date, the Company may retain all or part of any deposit to cover administrative costs.

Where between two and seven days notice is given, the Customer may be charged a percentage of the quoted price.

Where less than 48 hours notice is given, the Company reserves the right to charge up to 100 percent of the quoted price, reflecting the reserved vehicle and staffing resources.

6.2 Cancellation by the Company

The Company may cancel the Contract or refuse to carry out the Services if the Customer has failed to pay any required deposit or previous outstanding sums, if the Customer has provided materially inaccurate information, or where the Company reasonably considers that it would be unsafe or unlawful to proceed. In such cases, the Company will seek to provide reasonable notice and, where appropriate, refund any sums already paid for Services not provided, subject to any legitimate deductions.

7. Access, Parking and Delays

The Customer is responsible for ensuring adequate parking and access at all relevant Service Addresses. This includes arranging parking permits or suspension of parking restrictions where necessary. Any fines, penalties or additional charges arising from inadequate parking or access, where not caused by the Company, may be charged to the Customer.

Where the Company encounters delays due to circumstances beyond its reasonable control, including but not limited to traffic congestion, road closures, lift failures, waiting for keys or access, or delays caused by the Customer or third parties, the Company may charge additional fees based on the agreed hourly rate or a reasonable additional charge.

8. Excluded Items and Hazardous Goods

The Company will not carry or store any of the following without prior written agreement: hazardous materials, flammable substances, explosives, compressed gases, illegal items, live animals, perishable goods requiring specialised storage, or any items that are subject to restrictions under relevant regulations.

If such items are carried without the Company s knowledge, the Company shall have no liability for loss or damage or any resultant claims, and the Customer shall indemnify the Company for any loss, damage, expense or penalty arising.

9. Liability for Loss or Damage

9.1 Standard Liability

The Company will exercise reasonable care and skill in handling and transporting the Goods. If the Company is found liable for loss of or damage to the Goods, such liability will be limited to the reasonable cost of repair or replacement (taking into account fair wear and tear, age and condition), subject to any specific limitations set out in the Contract.

9.2 Limits and Exclusions

The Company will not be liable for:

Loss or damage arising from the Customer s failure to pack or prepare Goods safely and adequately where packing was the Customer s responsibility.

Loss or damage to fragile or delicate items, such as glass, china, artwork, electronics or antiques, unless the Company has specifically agreed in writing to pack such items and has done so.

Loss of or damage to cash, jewellery, precious metals, important documents or items of exceptional value unless these have been declared in writing and accepted by the Company in advance.

Any indirect or consequential loss, including loss of profit, loss of revenue, loss of opportunity or emotional distress.

The Company will not be liable for loss or damage caused by events or circumstances beyond its reasonable control, including but not limited to accidents on the road, severe weather, fire, flood, war, terrorism, civil unrest or actions of third parties.

9.3 Claims Procedure

The Customer must inspect Goods as soon as reasonably possible after completion of the Services. Any loss or damage that the Customer believes has been caused by the Company must be reported to the Company in writing within a reasonable period and in any event no later than seven days from the date of the Services, unless otherwise required by law. The Customer should provide supporting evidence, such as photographs and proof of value, to assist in assessing the claim.

10. Waste and Environmental Regulations

The Company operates in accordance with applicable waste and environmental regulations. Where the Customer requests removal and disposal of unwanted items, the Company will only do so in compliance with the law and using authorised waste transfer facilities or subcontractors as appropriate.

The Customer must not request the Company to dispose of items illegally, abandon waste, or deposit materials in unauthorised locations. The Company reserves the right to refuse removal of items that cannot lawfully be disposed of or which would breach waste regulations.

Any additional charges incurred for lawful disposal of waste, including recycling or special handling of certain materials, may be charged to the Customer, and such charges will be explained wherever reasonably practicable before work is carried out.

11. Insurance

The Company maintains appropriate insurance in connection with the operation of its vehicles and business activities as required by law. This may include public liability and goods in transit cover. The level of protection will be subject to the terms, conditions and exclusions of the relevant policies.

The Customer is advised to check whether existing home or business insurance policies cover Goods during removal and, if necessary, arrange additional cover for high value or particularly fragile items.

12. Subcontractors

The Company may use carefully selected subcontractors or partner organisations to carry out some or all of the Services. Where this occurs, the Company will remain responsible for the proper performance of the Contract, and these Terms and Conditions will continue to apply.

13. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible so that issues can be investigated and, where appropriate, resolved. The Customer should provide details of the booking, a description of the issue and any supporting evidence. The Company will use reasonable efforts to respond and address complaints promptly and fairly.

14. Privacy and Data Protection

The Company will handle personal data provided by the Customer in accordance with applicable data protection laws. Personal data will be used for the purposes of managing bookings, providing the Services, processing payments and, where agreed, for related communication. The Company will take reasonable steps to keep personal data secure and will not share it with third parties other than as necessary to provide the Services or where required by law.

15. Variation and Severability

The Company may update or amend these Terms and Conditions from time to time. The Terms and Conditions applicable to a particular Contract will be those in force at the time the booking is confirmed, unless a variation is agreed in writing by both parties.

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract between the Company and the Customer, are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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