Terms and Conditions for Removal Company Marylebone
These terms and conditions set out the basis on which Removal Company Marylebone provides removal and related services to residential and commercial customers in the UK. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, service schedule, and agreed inventory or scope of work. These terms are intended to be clear, fair, and legally compliant, while allowing the removal service to be delivered safely, efficiently, and with proper regard to property, access, and transport requirements.
For the purposes of these terms, references to “we”, “us”, and “our” mean the removal company, and references to “you” and “your” mean the customer or the person booking on behalf of the customer. The services may include domestic removals, office relocations, loading and unloading, packing support, furniture handling, storage-related transport, and other agreed moving tasks. Unless expressly stated otherwise, any estimate or quotation is based on the information supplied by you and on the assumptions reasonably made at the time of quoting.
1. Booking process A booking is only confirmed once we have accepted your request and provided a written confirmation, which may include an email, message, estimate, or signed order form. 
The booking process usually begins with an enquiry, followed by a review of the items to be moved, access conditions, dates, parking issues, and any special handling needs. You must provide accurate and complete information about the move, including the volume of goods, fragile items, large or heavy objects, and any restrictions affecting the property or route.
We may conduct a survey, request photographs, or ask for additional details before issuing a quotation. If the scope of work changes after confirmation, we reserve the right to revise the price, allocate additional time, or adjust staffing and vehicle requirements. Any agreed arrival window is an estimate rather than a guarantee, although we will make reasonable efforts to attend on time. If access is unavailable, unsafe, or materially different from what was described, we may be unable to complete the work as planned and may charge reasonable additional costs.
You are responsible for ensuring that the items to be moved are ready at the agreed time, unless packing or preparation has been included in the service. This includes properly labelling boxes if requested, disassembling items only where agreed, and informing us of delicate, antique, or high-value goods. We may refuse to move items that are unsafe, unlawfully possessed, inadequately packed, or likely to cause damage to property, vehicles, or other goods. Any special instructions should be provided in writing before the service begins.
2. Payments Unless otherwise agreed, payment terms will be stated in the quotation or confirmation. 
In most cases, payment is due on completion of the service, although we may request a deposit or part payment in advance for larger jobs, storage-related moves, or peak-period bookings. We accept payment methods that are notified to you in advance, and all prices are stated in pounds sterling unless otherwise indicated. Any quote may be exclusive or inclusive of VAT depending on the service and the way it is presented, and this will be made clear where applicable.
Failure to pay on time may result in interest, administrative charges, or the recovery of reasonable enforcement costs, subject to applicable law. If the job takes longer than planned because of inaccurate information, delayed access, waiting time, additional stairs, extra mileage, or additional handling, we may charge for the further time and resources used. Where a quotation is based on an hourly rate, the final amount will reflect the actual time worked, including reasonable time spent loading, travelling within the service scope, unloading, and any agreed delays not caused by us. All charges for parking, permits, tolls, congestion-related costs, disposal fees, and similar third-party expenses may be added where they are incurred for your move and are not already included.
3. Cancellations and changes You may cancel or reschedule a booking by giving notice in writing. The amount you may be charged depends on how close to the scheduled date the cancellation is made and whether we have already incurred costs, reserved staff, arranged vehicles, or purchased materials. If you cancel with sufficient notice, we may refund any deposit paid, less reasonable administration costs where permitted. If you cancel at short notice, fail to provide access, or are not ready for collection at the agreed time, you may be charged a cancellation fee or the full reserved service fee, where appropriate and lawful.
If you wish to amend the booking, we will try to accommodate changes such as date, address, volume, or service type, but this may affect pricing and availability. We are not obliged to accept amendments that would materially alter the original booking or increase operational risk beyond what was agreed. If we need to cancel or reschedule due to circumstances beyond our control, including severe weather, traffic disruption, vehicle breakdown, staff illness, safety concerns, or regulatory issues, we will notify you as soon as reasonably possible and offer a new date or an appropriate alternative where feasible. Our liability for such changes is limited to the extent permitted by law.
4. Liability and care of goods We will take reasonable care when handling your possessions and using suitable equipment, trained staff, and appropriate vehicles. However, unless otherwise agreed in writing, you remain responsible for ensuring that items are adequately packed, secured, and suitable for transport. 
We are not liable for pre-existing damage, wear and tear, faulty assembly, hidden defects, or damage caused by poor packing, inadequate protection, or inaccurate information provided by you. Claims for damage must be notified within a reasonable time after the service, together with supporting details and, where possible, photographs and purchase evidence.
Our liability is limited to direct loss or damage that is reasonably foreseeable and caused by our negligence or breach of contract. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where liability is established, we may choose to repair, replace, or compensate for the item up to the lower of the item’s depreciated value or the applicable contractual limit, unless a higher level of cover has been expressly agreed and paid for. We are not responsible for loss of earnings, business interruption, missed appointments, or any indirect or consequential loss.
5. Access, property conditions, and customer responsibilities You must ensure that the property is reasonably accessible on the collection and delivery dates. This includes clear routes for lifting, suitable parking or loading arrangements where possible, and timely access to keys, codes, lifts, or building permissions. If access is restricted or changed without notice, additional charges may apply, and completion may be delayed. You are also responsible for securing valuables, cash, documents, jewellery, and sensitive items unless we have specifically agreed to transport them. We may ask you to remove or disable appliances, disconnect utilities, or prepare items in advance where this is necessary for safe handling.
Where items require specialist handling, such as pianos, safes, IT equipment, artwork, or fragile antiques, you must inform us before the service is booked. We may decline to move certain items if the required equipment, manpower, or conditions are unsuitable. Any customer-supplied packaging must be fit for purpose, clean, and structurally sound. If we reasonably believe that an item or location presents a health and safety risk, we may suspend the work until the risk is reduced or, if necessary, withdraw from the job. In such cases, charges already incurred may still apply.
6. Waste regulations and disposal If the service includes the removal, transport, or disposal of waste, you must ensure that the waste is accurately described and lawfully presented for collection. We operate in accordance with applicable UK waste regulations, including duties relating to the transfer, transport, and disposal of controlled waste. 
We may ask for clarification about the contents of bags, boxes, or mixed loads, and we reserve the right to refuse any waste that appears hazardous, prohibited, or misdescribed. Examples include asbestos, chemicals, paint, batteries, gas cylinders, clinical waste, electrical items requiring special treatment, and any other materials subject to restricted handling.
You warrant that any waste handed over to us is yours to dispose of, or that you are authorised to arrange its removal. Where a waste transfer note or similar record is required, you agree to provide the necessary information promptly and accurately. We may use licensed waste facilities or approved third-party contractors where appropriate, and we will comply with applicable environmental and duty-of-care requirements. If illegal, contaminated, or undeclared waste is discovered after collection, we may return it, charge for additional handling or disposal, and report the matter to the relevant authorities where required by law.
7. Delays, force majeure, and service interruptions We will not be liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to accidents, road closures, severe weather, strikes, fire, flood, pandemics, power failure, civil disorder, or government action. In such circumstances, we may suspend, postpone, or adapt the service. If performance becomes impossible, unlawful, or unsafe, either party may cancel the affected part of the booking without liability for consequential losses, although payment may still be due for work already completed and costs already incurred.
We may also stop or pause the service if we believe continuing would be unsafe, would breach traffic, parking, building, or waste rules, or would expose our staff or your property to unreasonable risk. If the move is split over multiple days or locations, each stage may be treated as part of the same contract unless otherwise stated. Any dates or times quoted are estimates and may be affected by traffic, weather, access delays, or the complexity of the move. We will communicate significant issues where reasonably possible and seek to minimise disruption.
8. Insurance and risk Risk in the goods generally passes to you once they are loaded, unloaded, or otherwise handled in accordance with the service arrangement, except where loss or damage is caused by our proven negligence. We maintain appropriate insurance cover in line with the nature of the services we provide, but insurance does not replace the responsibilities set out in these terms. If you require enhanced cover for specified goods, this must be arranged in advance and confirmed in writing. Any claim under our insurance arrangements may be subject to policy conditions, exclusions, and evidence requirements.
Customers are encouraged to consider whether items of exceptional value should be transported separately or with additional protection. We may request a declaration of value for certain items or may refuse to carry goods where the risk profile is unsuitable. The customer remains responsible for verifying that buildings, lifts, flooring, and access routes can withstand the movement of heavy or bulky items. We are not responsible for damage arising from structural weakness, pre-existing defects, or the normal stresses associated with lawful removal activity. Our staff may take reasonable steps to protect surfaces, but this does not create an absolute guarantee against marks or scuffs.
9. Complaints and claims If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate. Any claim should include the booking reference or relevant job details, a description of the issue, and any evidence reasonably available. We may ask to inspect the affected item or property before deciding how to respond. Raising a complaint does not permit you to withhold payment for the undisputed part of the service, unless required by law. We aim to handle complaints fairly and promptly, and any settlement will be based on the facts, the contract, and applicable consumer law.
Nothing in these terms affects your statutory rights as a consumer, where applicable. If you booked as a business customer, different rules may apply to certain remedies, and any additional protection will depend on the written contract and relevant legislation. In the event of a dispute, both parties should try to resolve the matter in good faith before starting formal proceedings. We may suggest written correspondence, evidence review, or other proportionate steps to identify a fair outcome.
10. Governing law These terms and conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute unless mandatory law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.
By booking our removal services, you confirm that you have read, understood, and agreed to these terms. We may update or revise the terms from time to time to reflect legal, operational, or service changes, and the version in force at the time of booking will normally apply to your contract unless otherwise agreed in writing. Where a change is required by law or to correct an obvious error, we may apply it immediately. These terms are intended to protect both parties and to ensure that every Marylebone removal company service is delivered on a transparent, lawful, and professional basis.
11. Final provisions No person other than the customer and us shall have any rights to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise in writing. Any waiver of a breach must be in writing and shall not prevent future enforcement of the same or similar term. The headings in this document are for convenience only and do not affect interpretation. If there is any inconsistency between these terms and a signed quotation or separate written agreement, the separate agreement shall take priority to the extent of the inconsistency.