Booking Terms & Cancellation Policy

1. About these terms

These terms apply when you book a home move, office move or delivery with SUTA National Logistics (Pty) Ltd, registration number 2023/708027/07 ("SUTA", "we", "us"). SUTA manages your job from quote to delivery and uses vetted transport companies from our network to carry it out. SUTA stays your single point of contact and is responsible to you for the job.

By accepting a quote or paying a deposit, you agree to these terms. How we handle your personal information is set out in our Privacy Policy.

2. Quotes

• We quote on the inventory, photos, addresses, floor levels and access details you give us. The quote is itemised so you can see what's included.
• All prices are in South African rand.
• If what needs to move, or the access, is clearly different on the day from what you told us (for example extra furniture, no lift, or a long carry from the truck), we'll explain the extra cost before we carry on. You can then decide whether to go ahead.

3. Booking and payment

• Accepting your quote: you can accept online through your private SUTA link, or in writing by WhatsApp or email.
• Deposit: your date is secured once we receive a 60% deposit. Until then, the date isn't reserved for you.
• Balance: the remaining 40% is due on or before moving day.
• Paying online: you can pay through your SUTA link by card, Instant EFT, Capitec Pay and other methods, processed securely by Paystack. An online payment fee is added to cover the processing cost. You'll see the exact fee and total before you pay.
• Paying by EFT: you can also pay by normal EFT to SUTA's bank account with no online payment fee. Ask us for our banking details and use your booking reference.
• You'll receive a receipt for every payment, and you can see what you've paid and what's still due on your SUTA link.

4. Cancellations and refunds

To cancel, send us a WhatsApp or email with your booking reference. A cancellation takes effect once SUTA has confirmed it in writing. We'll confirm promptly, and the date of your message counts as your cancellation date.

What we refund depends on how much notice you give before your moving date:

• Online payment fees are charged by the payment provider and are not refundable.
• Approved refunds are paid back to the account or card you paid from. We aim to process them within 10 business days.
• If you cancel because of a death or hospitalisation in your household, we won't keep any part of your deposit. Please let us know and we'll refund it in full.
• If SUTA cancels, or we can't do your job on the agreed date and you don't accept a new date, we'll refund everything you've paid, including any online payment fee.

5. Changing your date

If you need a different date, tell us as soon as possible. If we can do the new date, we'll move your booking and your deposit to it. If the change affects the price (for example a month-end date, or a different truck), we'll confirm the new price first.

6. What we need from you

• An accurate list of what's moving, and honest information about access: floors, stairs, lifts, parking and gate or estate rules.
• Book lifts and loading bays, and arrange parking and estate access for both addresses.
• If you're packing yourself, have boxes packed, closed and labelled before we arrive.
• Keep cash, jewellery, important documents, medication and small valuables with you.
• We can't move gas cylinders, fuel, flammable or hazardous substances, firearms or ammunition, or anything illegal.
• Tell us about high-value or delicate items when you ask for a quote, so we can plan how to handle them.

7. On the day

• Before the truck leaves, everything loaded is recorded and photographed.
• You can follow your move on your SUTA link while it's on the road.
• When everything is offloaded, please check your items before you sign the delivery confirmation.

Wrapping and packaging

• Basic plastic wrapping of your furniture comes standard on every move, at no extra cost.
• Basic wrapping protects against dust, dirt and light scuffs. It is not a substitute for proper packaging and does not protect fragile items against breakage.
• For fragile and valuable items we advise packaging: boxes, bubble wrap, and mattress and couch covers. These are optional extras, shown with their prices on your quote, and you choose which ones you want.
• If you decline the packaging we advise for an item, or pack it yourself, we will still handle it with care, but we can’t be responsible for breakage that the advised packaging would have prevented, except where the law says otherwise.

8. Damage or missing items

We work hard to make sure nothing goes wrong, but if it does:

• Note any damage or missing items on the delivery confirmation if you can, and tell us within 48 hours of delivery, with photos.
• We'll investigate with the transport company using the loading and delivery records, and come back to you with an outcome.
• Nothing in these terms takes away any rights you have under the Consumer Protection Act or other South African law.

9. Business clients

If your business has a signed service agreement with SUTA, that agreement applies where it differs from these terms, including how and when you pay.

10. Questions and complaints

WhatsApp or call us on 083 501 7840, quoting your booking reference. We'll always try to put things right directly. If we can't resolve a complaint, you may contact the National Consumer Commission.

We may update these terms from time to time. The version on this page on the date you accepted your quote applies to your booking.