Superman Service Terms and Conditions
These Terms and Conditions set out the basis on which Superman provides removal, transport, clearance and related services in the United Kingdom. By placing a booking with Superman, you agree to be bound by these Terms and Conditions. You should read them carefully before confirming any booking.
1. Definitions and Interpretation
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the person, firm or company who requests or receives services from Superman.
Services means any removal, transport, delivery, collection, packing, clearance, loading, unloading, or related services provided by Superman.
Goods means any items, belongings, furniture, equipment, or materials that the Customer asks Superman to move, transport, store, or otherwise handle.
Contract means the agreement between the Customer and Superman for the provision of Services, which incorporates these Terms and Conditions and any written quote or confirmation supplied by Superman.
Working Day means any day other than a Saturday, Sunday or public holiday in the United Kingdom.
2. Scope of Services
Superman provides removal and associated services, which may include domestic and commercial moves, collection and delivery of items, loading and unloading of vehicles, and clearance or disposal of certain permitted items in compliance with applicable waste regulations. The exact scope of the Services will be set out in the quotation or booking confirmation issued to the Customer.
Superman reserves the right to refuse to carry or handle any items which are illegal, hazardous, unsafe, or otherwise unsuitable for transport or disposal, including but not limited to explosives, flammable substances, illegal drugs, firearms, live animals, perishable goods, or materials requiring specialist licensing or facilities.
3. Booking Process
3.1 A booking request may be made by the Customer through any booking method accepted by Superman at the time, including online forms or written confirmation. Verbal enquiries or estimates are not binding until confirmed in writing by Superman.
3.2 The Customer must provide accurate information about the Services required, including the collection and delivery addresses, access details, parking restrictions, inventory or volume of Goods, special handling requirements, and any time constraints. Quotes are based on the information supplied at the time of booking.
3.3 A Contract is formed only when Superman issues a written confirmation of the booking or the Customer accepts a written quotation from Superman, subject to these Terms and Conditions and any specific terms stated in the confirmation.
3.4 If, on arrival, the actual work required differs materially from the information provided at the time of booking, Superman may adjust the price, modify the Services, or refuse to carry out all or part of the Services. Where possible, an updated price will be agreed before the additional work is carried out.
4. Quotations and Pricing
4.1 Unless stated otherwise in writing, quotations are inclusive of labour, vehicle use and basic transport costs, but exclusive of any congestion charges, tolls, parking fees, permits, disposal charges, storage charges, or additional labour that becomes necessary due to inaccurate information or unforeseen circumstances.
4.2 Quotations are normally based on the volume or nature of Goods, the distance of the move, the level of access, and the estimated time required. If the move takes longer than reasonably anticipated due to factors beyond Superman's control, Superman may charge for additional time at its standard rates.
4.3 Any quotation is valid for a limited period specified by Superman, after which it may be withdrawn or amended. A quotation does not constitute a binding offer until it is accepted by the Customer and confirmed by Superman in writing.
5. Payments and Charges
5.1 Superman may require full or part payment in advance, a deposit, or card authorisation to secure a booking. The specific payment terms will be set out in the quotation or booking confirmation.
5.2 Unless agreed otherwise, all charges are payable by the Customer on or before completion of the Services. Where credit terms are agreed, invoices must be paid within the specified period. Time for payment is of the essence.
5.3 If the Customer fails to make any payment when due, Superman may charge interest on the overdue amount at the statutory rate and may suspend or cancel further Services until payment is made in full.
5.4 Additional charges may apply for waiting time, delays caused by the Customer, poor access requiring extra labour or equipment, re-delivery where access is not possible, or parking fines or penalties incurred solely as a result of following the Customer's instructions.
6. Cancellations and Changes
6.1 The Customer may cancel or amend a booking by giving Superman written notice. Cancellation or amendment fees may apply depending on the notice period and the nature of the Services.
6.2 If the Customer cancels more than a reasonable period before the agreed start time, any deposit may be refundable or transferable at Superman's discretion. If the Customer cancels with short notice or on the day of the booking, Superman may retain part or all of the quoted charge to cover lost time and costs.
6.3 If Superman is unable to perform the Services on the agreed date due to circumstances beyond its reasonable control, such as severe weather, accidents, road closures, staff illness, or vehicle breakdown, Superman may offer an alternative date or a partial refund but will not be liable for any indirect or consequential losses arising from the delay or cancellation.
6.4 Any change in the scope, date, or time of the Services requested by the Customer is subject to availability and may result in a revision of the price.
7. Customer Responsibilities
7.1 The Customer is responsible for:
Ensuring that all Goods are properly packed, labelled, and ready for transport unless packing services have been specifically included in the Contract.
Securing or disconnecting appliances and fixtures in accordance with manufacturer guidelines and safety requirements.
Ensuring that adequate access is available at both collection and delivery points, including clear stairways, lifts, corridors, and doorways.
Arranging suitable parking for the vehicles used to provide the Services and obtaining any necessary permits or permissions, unless otherwise agreed in writing.
7.2 The Customer must not ask Superman to transport or dispose of any prohibited or hazardous items. The Customer will be responsible for any losses, damages, fines or penalties incurred by Superman as a result of carrying such items at the Customer's request or due to the Customer's failure to disclose their nature.
7.3 The Customer or an authorised representative should be present at collection and delivery addresses to direct the work and check that all Goods are loaded and unloaded correctly. If no one is present, Superman may proceed based on reasonable assumptions and will not be liable for any items left behind or delivered to incorrect locations as a result.
8. Liability for Loss or Damage
8.1 Superman will exercise reasonable care and skill in providing the Services. However, the Customer acknowledges that some risk of damage or loss is inherent in moving and handling Goods.
8.2 Superman's liability for loss of or damage to Goods while in its care will, to the extent permitted by law, be limited to a reasonable amount taking into account the value of the Goods and the charges paid for the Services, unless a higher level of cover has been expressly agreed in writing.
8.3 Superman will not be liable for:
Loss or damage arising from faulty or inadequate packing carried out by the Customer or by a third party not engaged by Superman.
Loss or damage to fragile or high value items such as glass, artwork, antiques, jewellery, cash, or electronic equipment, unless these items have been specifically declared and agreed in writing for special handling.
Wear and tear, minor scuffs or marks, or any pre-existing defects in Goods or property.
Indirect or consequential loss, including loss of profit, loss of business, or loss of use.
8.4 The Customer must inspect Goods and property as soon as reasonably possible after completion of the Services and must notify Superman in writing of any loss or damage within a reasonable period. Failure to notify within that period may prejudice any claim.
9. Exclusions and Limitations
9.1 Nothing in these Terms and Conditions shall limit or exclude Superman's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot lawfully be excluded.
9.2 Subject to the above, Superman's total liability arising under or in connection with the Contract, whether in contract, tort, negligence, breach of statutory duty or otherwise, shall be limited to a reasonable multiple of the total fees paid or payable for the Services giving rise to the claim, unless otherwise agreed in writing.
9.3 If the Customer wishes to arrange additional insurance cover for Goods, it is the Customer's responsibility to obtain suitable insurance and to comply with any conditions imposed by the insurer.
10. Waste and Environmental Regulations
10.1 Where the Services include clearance, removal, or disposal of waste, Superman will handle such waste in compliance with applicable waste and environmental regulations in the United Kingdom.
10.2 Only certain categories of household or commercial waste may be removed or disposed of by Superman. Hazardous waste, electrical items, chemicals, and other regulated materials may require specialist handling or separate arrangements, which are not included in standard Services unless agreed in writing.
10.3 The Customer is responsible for accurately describing any waste to be removed and for informing Superman of any items that may be hazardous or require special treatment. If such items are discovered during the job, Superman may refuse to take them, may adjust the price, or may require separate arrangements.
10.4 Superman will use licensed facilities or providers for disposal or recycling where required by law. The Customer acknowledges that tipping fees, recycling charges or other waste handling costs may be charged in addition to the basic Service fee.
11. Delays and Access Issues
11.1 Superman will use reasonable endeavours to carry out the Services on the agreed dates and times, but any times quoted are estimates and not guarantees unless expressly stated otherwise.
11.2 If Superman is delayed in commencing or completing the Services due to access restrictions, waiting for the Customer or other third parties, or any other circumstance beyond Superman's reasonable control, Superman may charge reasonable waiting time or additional labour charges.
11.3 If access to the property or premises is significantly restricted, making it impractical or unsafe to complete the Services as planned, Superman may propose alternative arrangements, charge for additional resources, or terminate the Services and charge for the work completed up to that time.
12. Complaints and Dispute Resolution
12.1 If the Customer has any concern or complaint regarding the Services, this should be raised with Superman as soon as practicable, providing full details and any supporting information.
12.2 Superman will investigate complaints in a fair and timely manner and will endeavour to reach a reasonable resolution with the Customer. This may include corrective work, a partial refund, or other appropriate remedy where Superman is found to be at fault.
12.3 If a dispute cannot be resolved informally, either party may pursue any rights or remedies available under the governing law and jurisdiction set out in these Terms and Conditions.
13. Data Protection and Privacy
13.1 Superman will collect and process personal data about the Customer only to the extent necessary to provide the Services, manage the Contract, and comply with legal obligations.
13.2 Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. Superman may retain records of bookings, invoices, and communications for a reasonable period for legal, accounting and operational purposes.
14. Termination
14.1 Either party may terminate the Contract with immediate effect by written notice if the other party commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable period after being requested to do so.
14.2 Upon termination, the Customer will pay for all Services carried out up to the effective date of termination, including any non-refundable costs or charges incurred by Superman on the Customer's behalf.
15. General Provisions
15.1 Superman may subcontract or assign its rights and obligations under the Contract, provided that this does not materially reduce the level of service to the Customer.
15.2 The Customer may not assign or transfer its rights or obligations under the Contract without Superman's prior written consent.
15.3 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions will continue in full force and effect.
15.4 No failure or delay by Superman in exercising any right or remedy under the Contract shall constitute a waiver of that right or remedy.
15.5 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the parties and supersede any prior understandings or representations relating to the subject matter.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between Superman and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms and Conditions or any Contract for the provision of Services.
