Removals Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Removals Sutton provides home and office removal, packing, storage, and related services. By making a booking, paying a deposit, or allowing our team to commence work, you agree to be bound by these Terms and Conditions.

These terms are intended to protect both you as the customer and us as the service provider, and to clarify responsibilities before, during, and after the moving process.

1. Definitions

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

"Company" means Removals Sutton, the provider of the services.

"Customer" means the person, firm, or organisation requesting or receiving the services.

"Services" means any removal, packing, unpacking, storage, waste removal, or related services carried out by the Company.

"Goods" means any items, furniture, boxes, personal effects, equipment, or other property being moved, handled, or stored by the Company on behalf of the Customer.

"Quotation" means the written or verbal estimate provided by the Company describing the Services to be carried out and the charges applicable.

"Service Area" refers to the main operating areas of the Company, including Sutton and surrounding regions, as advised by the Company from time to time.

2. Scope of Services

The Company provides residential and commercial removal services, including but not limited to:

Local and regional removals within and around Sutton.

Packing and unpacking services.

Supply of packing materials where agreed.

Short-term or long-term storage, where offered by the Company.

Removal of certain permitted waste items generated as part of a move, in compliance with applicable waste regulations.

The specific Services to be provided for each job will be set out in the Quotation or confirmation provided to the Customer.

3. Booking Process

3.1 Initial enquiry

The Customer may request a Quotation by providing details of the property, inventory of items, access conditions, and desired dates. Quotations may be provided in person, by phone, or through online enquiry, depending on the Company’s current processes.

3.2 Quotations

All Quotations are based on the information supplied by the Customer. If the information is incomplete or inaccurate, the Company reserves the right to adjust the charges. Quotations are normally valid for a limited period as stated at the time of issue and may be subject to availability of vehicles and staff in the service area.

3.3 Acceptance of booking

A booking is only confirmed when the Customer has accepted the Quotation, agreed to these Terms and Conditions, and paid any required deposit. Until confirmation, dates and times remain provisional and may be offered to other customers.

3.4 Changes to booking

The Customer must notify the Company as soon as possible if there are any changes to the move date, addresses, access arrangements, inventory, or any other material factor affecting the Services. The Company will make reasonable efforts to accommodate changes, but this may affect availability and price.

4. Access and Parking

4.1 Access to premises

The Customer is responsible for ensuring that adequate access is available at both the collection and delivery addresses. This includes informing the Company of stairs, lifts, narrow doorways, restricted roads, or any other obstacles that may affect the move.

4.2 Parking arrangements

The Customer is responsible for arranging suitable parking for the Company’s vehicles at both collection and delivery locations, including obtaining any necessary permits or authorisations. Any parking fines incurred due to inadequate permissions or incorrect information provided by the Customer may be added to the final invoice.

4.3 Access delays

If the Company’s team is delayed due to lack of access, waiting for keys, or other causes outside the Company’s control, additional waiting time charges may apply at the prevailing hourly rate.

5. Customer Responsibilities

The Customer agrees to:

Ensure that all Goods are properly packed, secured, and labelled unless packing services have been booked.

Declare any items of high value, fragility, or special handling requirements in advance.

Remove and secure valuable documents, jewellery, cash, or other small high-value items prior to the move.

Disconnect and prepare appliances such as washing machines, fridges, and cookers before the arrival of the team, unless otherwise agreed.

Ensure that all Goods are ready for loading at the agreed time.

Be present, or ensure that an authorised representative is present, at both collection and delivery addresses to oversee the move and sign relevant documents.

6. Payments and Charges

6.1 Pricing

The total price for the Services will be set out in the Quotation or subsequent confirmation, based on the information provided. Additional charges may apply for services not included in the original Quotation, such as extra items, extended hours, additional staff, or unforeseen access issues in the service area.

6.2 Deposits

The Company may require a deposit to secure the booking. The amount and due date of the deposit will be confirmed to the Customer at the time of booking. Deposits are generally non-refundable in the event of late cancellation, subject to section 8 of these terms.

6.3 Payment methods

The Company will advise the Customer of accepted payment methods, which may include bank transfer, card payment, or other approved options. Cash payments may be accepted only if agreed in advance.

6.4 Payment terms

Unless otherwise agreed in writing, full payment is due no later than on completion of the Services on the moving day. For storage or long-term services, periodic invoicing and payment schedules may apply.

6.5 Late payment

Where payment is not made when due, the Company reserves the right to charge interest on the overdue amount at a reasonable rate and may withhold or suspend services until payment is received in full. The Company may also retain Goods under a lien until outstanding sums are paid.

7. Cancellations and Postponements

7.1 Cancellation by the Customer

If the Customer wishes to cancel or postpone a booking, notice must be given in writing or through another agreed communication method. The following cancellation charges may apply, unless otherwise stated:

If cancellation is made more than a specified number of working days before the booked date, the deposit may be refundable or transferable at the Company’s discretion.

If cancellation is made within a short period before the booked date, part or all of the deposit may be retained, and additional cancellation fees may apply to cover costs and lost bookings.

The precise notice periods and charges will be confirmed to the Customer at the time of booking, as they may vary depending on the size and complexity of the move and the service area schedule.

7.2 Cancellation by the Company

The Company reserves the right to cancel or postpone the Services due to circumstances beyond its reasonable control, including extreme weather, road closures, vehicle breakdowns, staff illness, safety risks, or other operational issues. In such cases, the Company will offer an alternative date or a refund of any deposit paid, but will not be liable for consequential losses.

8. Limitation of Liability

8.1 General liability

The Company will take reasonable care in handling and transporting the Customer’s Goods. However, the Company’s liability for loss or damage is limited as set out in this section. The Customer is encouraged to arrange suitable insurance for their Goods if required.

8.2 Excluded items

The Company will not be liable for loss or damage to the following, whether or not they are packed by the Customer:

Cash, jewellery, watches, precious metals, stones, or similar valuables.

Important documents such as passports, deeds, bonds, or share certificates.

Items of sentimental value where the value exceeds the replacement cost.

Perishable items, plants, animals, or any living organisms.

Goods packed by the Customer in unsuitable containers or boxes.

8.3 Pre-existing damage and wear

The Company is not responsible for pre-existing damage, wear and tear, or inherent defects in Goods, including weaknesses in furniture joints or flat-pack items not designed for repeated dismantling and reassembly.

8.4 Indirect and consequential loss

The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or emotional distress arising out of or in connection with the Services.

8.5 Maximum liability

Unless otherwise agreed in writing, the Company’s total liability for any claim or series of claims arising from a single event shall not exceed a reasonable limit proportionate to the value of the affected Goods and the charges paid for the Services. Specific limits may be communicated to the Customer prior to the move and may be subject to applicable insurance arrangements.

9. Claims and Complaints

9.1 Reporting damage

The Customer must inspect the Goods and premises as soon as reasonably possible after completion of the Services. Any visible damage or loss should be reported to the Company on the day of the move or as soon as reasonably practicable.

9.2 Time limits

Formal written notification of any claim relating to loss or damage must be received by the Company within a reasonable time period following completion of the Services. If the Customer fails to notify within this period, the Company may be unable to properly investigate or accept the claim.

9.3 Resolution

The Company will review all claims and complaints in good faith and may request evidence such as photographs, receipts, or condition reports. Where liability is accepted, the Company may choose to repair, replace, or compensate up to the applicable liability limit.

10. Waste and Environmental Regulations

10.1 Compliance with waste law

The Company operates in accordance with relevant waste management regulations. Certain items cannot be transported or disposed of by the Company, including hazardous materials, chemicals, asbestos, gas cylinders, flammable liquids, and clinical waste.

10.2 Waste removal services

Where the Company agrees to remove unwanted items or waste as part of a move, this will be clearly stated in the Quotation. Only permitted waste types will be collected, and additional charges may apply for disposal in line with local waste regulations.

10.3 Customer representations

The Customer confirms that any items presented for disposal are not hazardous and can legally be transported and disposed of as general or bulky waste. The Company may refuse to handle any item it reasonably believes to be unsafe, illegal, or in breach of waste legislation.

10.4 Environmental considerations

The Company aims to operate responsibly within its service area by optimising routes, consolidating loads where possible, and using licensed waste facilities for disposal.

11. Excluded Services

Unless explicitly agreed in writing, the Company does not provide the following services:

Disconnection or reconnection of gas, electrical, or plumbing services.

Dismantling or reassembling specialist equipment or fitted furniture beyond normal household items.

Removal of fixtures or fittings attached to walls, ceilings, or floors.

Transportation of illegal goods, contraband, or items prohibited by law.

12. Force Majeure

The Company shall not be liable for any delay, failure, or inability to perform its obligations where such failure arises from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, road closures, accidents, acts of terrorism, or governmental restrictions.

13. Data Protection and Privacy

The Company will collect and use personal data such as names, addresses, and contact details solely for the purpose of providing and administering the Services, handling enquiries, and complying with legal obligations. Data will be processed in accordance with applicable data protection laws.

14. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services 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 dispute or claim arising from or related to these Terms and Conditions or the Services provided by the Company.

15. General Provisions

15.1 Variations

No variation to these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company.

15.2 Severability

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect.

15.3 Entire agreement

These Terms and Conditions, together with any Quotation or written confirmation, constitute the entire agreement between the Company and the Customer and supersede any prior understandings or representations.

15.4 Non-transferability

The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

By proceeding with a booking for removal services with the Company, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.