Terms and Conditions

Marylebone Removal Company Terms and Conditions

These Terms and Conditions set out the basis on which Marylebone Removal Company provides removal, relocation and associated services to you. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

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

Company, we, us, our means Marylebone Removal Company providing removal and related services.

Customer, you, your means the individual, business or organisation requesting or receiving services from the Company.

Services means any removal, packing, unpacking, loading, unloading, storage, transportation, or related services provided by the Company.

Goods means items, furniture, personal belongings, equipment, or any other property that the Company is requested to move, handle or store.

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

2. Scope of Services

2.1 The Company provides domestic and commercial removal and associated services within the United Kingdom, including but not limited to collection, transportation and delivery of Goods.

2.2 Any additional services, such as packing, dismantling, reassembly, storage or specialist handling, must be expressly agreed in the quotation or subsequent written agreement.

2.3 The Company reserves the right to refuse to carry any Goods that, in its reasonable opinion, are unsafe, illegal, hazardous, excessively fragile, or otherwise unsuitable for transport.

3. Booking Process

3.1 A booking is made when you accept a written quotation from the Company, whether by written confirmation, verbal agreement confirmed by us, or by paying any deposit requested. At that point a binding Contract is formed.

3.2 Quotations are based on the information you provide, including property access, parking arrangements, volume and nature of Goods, and any special requirements. You must ensure that all information given is complete and accurate.

3.3 If on commencement of the Services it becomes apparent that the information provided was incomplete or inaccurate, the Company may adjust the charges to reflect the additional work, time, or resources required. The Company is not obliged to proceed with Services that differ materially from those quoted.

3.4 All quotations are valid for a limited period as stated in the quotation. If no period is specified, quotations are valid for 30 days from the date of issue, provided that the requested service date remains available.

3.5 Bookings are subject to availability. The Company does not guarantee the availability of any particular date or time until it has issued a booking confirmation.

4. Access, Parking and Customer Responsibilities

4.1 You are responsible for ensuring suitable access to the premises at both collection and delivery addresses, including any necessary keys, codes, or permissions for entry.

4.2 You must arrange and pay for any parking permits, dispensations or other permissions required for our vehicles. Any penalties, fines or additional parking costs incurred due to insufficient arrangements may be added to your bill.

4.3 You must ensure that Goods are ready for collection at the agreed time, unless you have arranged packing or preparation services with us in advance.

4.4 You should protect floors, walls and fixtures where necessary. While the Company will exercise reasonable care, minor marks or scuffs arising from normal moving operations will not generally be treated as damage.

4.5 You must not request the Company to transport any items that are prohibited or unsafe, including but not limited to illegal substances, explosives, flammable liquids, gas cylinders, or perishable food unless expressly agreed.

5. Packing and Preparation of Goods

5.1 Unless otherwise agreed, you are responsible for packing and securing your Goods in suitable containers that are fit for transport. The Company is not liable for damage to Goods that are inadequately packed by you or a third party.

5.2 If the Company has agreed to provide packing services, you must clearly identify fragile items, high value Goods and any items requiring special handling.

5.3 The Company may refuse to move any item that, in its opinion, has not been adequately prepared or packed for transport.

6. Payments and Charges

6.1 Charges are as set out in the quotation or subsequent written confirmation. Prices may be based on factors such as volume, distance, access conditions, time, and required resources.

6.2 The Company may require a non-refundable deposit at the time of booking. The amount and due date of any deposit will be stated in the quotation or booking confirmation.

6.3 Unless otherwise stated, the balance of payment is due on or before the day of the move, and in any event before unloading at the delivery address is completed.

6.4 Payment must be made by one of the methods accepted by the Company. The Company is under no obligation to release Goods or continue providing Services until full payment has been received.

6.5 If payment is late, the Company may charge interest on overdue amounts at the statutory rate applicable to commercial debts, or, for consumers, at a reasonable rate to reflect our costs of recovering the debt.

6.6 Any additional charges for waiting time, extended hours, extra staff, additional journeys, or services requested on the day will be added to your invoice and are payable in accordance with this clause.

7. Cancellations and Amendments

7.1 If you wish to cancel or amend your booking, you must notify the Company as soon as possible. Changes are subject to availability and may result in revised charges.

7.2 The following cancellation charges may apply, unless otherwise specified in your quotation or confirmation:

a. Cancellation more than 7 days before the agreed service date: loss of any deposit paid, but no further charge.

b. Cancellation between 2 and 7 days before the agreed service date: up to 50 percent of the total quoted price.

c. Cancellation less than 2 days before the agreed service date or on the day: up to 100 percent of the total quoted price.

7.3 If the Company needs to cancel or rearrange your booking due to circumstances beyond its reasonable control, such as severe weather, vehicle breakdown, staff illness, or other events of force majeure, it will notify you as soon as practicable and offer an alternative date where possible. The Company is not liable for any consequential loss arising from such cancellation, but any payments for services not provided will be refunded.

8. Delays and Waiting Time

8.1 While the Company will make reasonable efforts to meet agreed dates and times, these are estimates and not guaranteed. Delays can occur due to traffic, weather, access issues or other factors outside our control.

8.2 If the Company is delayed in commencing or completing the Services due to your actions or omissions, including lack of access, incomplete packing, or waiting for keys, additional waiting time charges may apply.

8.3 The Company is not liable for any indirect or consequential loss resulting from delays, provided it has exercised reasonable care and skill.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable care and skill in handling and transporting your Goods. Its liability for loss or damage is subject to the limitations in this clause.

9.2 The Company is not liable for loss or damage arising from:

a. Your failure to pack Goods properly, unless we have agreed to provide packing services.

b. Inherent defects or fragility in Goods that could result in damage despite reasonable care.

c. Normal wear and tear, minor scratches, or cosmetic damage that does not materially affect the function of an item.

d. Electrical or mechanical faults in appliances, computers, or other equipment, unless caused by external physical damage due to our negligence.

e. Loss or damage to items not listed or declared when reasonably required by us.

f. Loss or damage to jewellery, cash, documents, or other valuables, unless we have specifically agreed in writing to transport such items and you have provided a written valuation.

9.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, will not exceed a reasonable and proportionate amount having regard to the value of the Goods and the price paid for the Services. Any specific limits or insurance options may be set out in the quotation.

9.4 You must inspect Goods as soon as reasonably possible after delivery and notify the Company in writing of any loss or damage within 7 days. The Company may not be responsible for loss or damage reported after this period if it has been materially prejudiced in investigating the claim.

9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be lawfully limited or excluded.

10. Insurance

10.1 The Company maintains appropriate insurance cover for its activities as a removal service provider. Details of this cover are available on request.

10.2 You are encouraged to ensure that you have adequate insurance in place for your Goods during the move, whether through your own policy or supplementary cover.

10.3 Any claim under the Company’s insurance is subject to the policy terms, conditions, exclusions and any applicable excess.

11. Waste Regulations and Disposal of Items

11.1 The Company is committed to complying with all applicable UK waste and environmental regulations when handling, transporting, or disposing of waste or unwanted items.

11.2 The Company will only remove and dispose of items as waste if this service has been expressly agreed. Additional charges will apply for removal, transport and lawful disposal of such items.

11.3 The Company will not illegally dump or fly-tip waste under any circumstances. If waste disposal is requested, the Company will use authorised facilities and may pass on any associated charges, including tipping fees or specialist disposal costs.

11.4 You must not request the Company to dispose of hazardous or controlled waste, including chemicals, asbestos, medical waste, or similar items, unless the Company has expressly agreed and is properly licensed to do so.

11.5 If the Company discovers prohibited or hazardous waste within your Goods, it may refuse to transport or dispose of such items and may return them to you or require you to arrange suitable disposal at your own cost.

12. Customer Conduct and Health and Safety

12.1 You must not obstruct our staff in the performance of their duties and must ensure that the working environment is safe, including clear walkways and properly controlled pets or children.

12.2 The Company reserves the right to withdraw its staff and suspend Services if they believe that continuing work would pose a risk to health and safety. In such cases, you remain liable for charges incurred up to that point and for any additional costs arising from the suspension.

12.3 Abusive, threatening, or discriminatory behaviour towards our staff will not be tolerated and may result in immediate termination of the Services without refund.

13. Storage Services

13.1 Where the Company agrees to provide storage, Goods will be stored in a suitable facility either operated by the Company or by a trusted third party.

13.2 Storage charges are payable in advance and may be billed weekly or monthly as specified in the storage agreement.

13.3 If storage fees remain unpaid for a specified period, the Company may exercise a lien over the Goods and, following reasonable notice, may sell or dispose of them to recover outstanding sums, subject to applicable law.

14. Subcontracting

14.1 The Company may use carefully selected subcontractors to carry out part or all of the Services, including transport and storage.

14.2 Where subcontractors are used, the Company remains responsible for the overall performance of the Contract, and these Terms and Conditions will apply as if the Services were provided directly by the Company.

15. Data Protection and Privacy

15.1 The Company will handle your personal data in accordance with applicable UK data protection laws.

15.2 Personal information is collected and used for the purposes of administering your booking, providing Services, processing payments, and meeting legal obligations.

15.3 The Company will not sell your personal data to third parties. It may share data with subcontractors or service providers where necessary to perform the Contract.

16. Complaints and Dispute Resolution

16.1 If you have a complaint about the Services, you should raise it with the Company as soon as possible so that we have an opportunity to address the issue.

16.2 The Company will investigate complaints promptly and aim to resolve them in a fair and reasonable manner.

16.3 If a dispute cannot be resolved informally, either party may seek to use an appropriate mediation or alternative dispute resolution service before resorting to legal proceedings, where this is practical and agreed by both parties.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any Contract between you and the Company, are governed by and construed in accordance with the laws of England and Wales.

17.2 The courts of England and Wales will have exclusive jurisdiction over any disputes arising out of or in connection with these Terms and Conditions or the Services provided, except that if you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in your local courts.

18. General Provisions

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

18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

18.3 These Terms and Conditions, together with any quotation or written confirmation issued by the Company, constitute the entire agreement between you and the Company in relation to the Services and supersede any prior discussions or correspondence.

18.4 The Company may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract.