Marylebone Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Marylebone Removals provides household and commercial removal, packing, storage coordination and related services within the United Kingdom. By making a booking or allowing work to proceed, 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 shall have the meanings set out below:
1.1 "Company" means Marylebone Removals, the removal services provider.
1.2 "Customer" or "you" means the person, firm or organisation requesting the services.
1.3 "Services" means any removal, packing, loading, unloading, transport, storage coordination, or related services supplied by the Company.
1.4 "Service Area" means the locations within which the Company ordinarily operates, including Marylebone and other districts in London and across the UK, as may be agreed in the quotation.
1.5 "Goods" means all items and property that the Company is asked to handle, move, pack, store or transport on your behalf.
1.6 "Contract" means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Quotations and Estimates
2.1 Any quotation issued by the Company is based on the information provided by you, including property access, volume of Goods, distance between addresses, and any special requirements such as packing, dismantling, reassembly, or additional stops.
2.2 Quotations are normally provided on a fixed-price or hourly-rate basis, as stated in the written confirmation. Quotations are valid for the period specified on the quotation document, after which the Company may revise the quotation.
2.3 The Company reserves the right to adjust the price if:
2.3.1 the information supplied by you is incomplete, inaccurate or changes materially before or during the move;
2.3.2 access at collection or delivery addresses is significantly worse than anticipated, including restrictions on parking, narrow staircases, lifts out of service or additional walking distances;
2.3.3 the volume or weight of Goods exceeds the amount originally quoted;
2.3.4 there are unreasonable delays beyond the Company’s control, such as key release delays, waiting for third parties, or traffic incidents;
2.3.5 additional Services are requested or required on the day, including extra packing, trips, or staff.
2.4 Any variation to the Services, including additional addresses or schedule changes, must be agreed with the Company and may incur extra charges.
3. Booking Process
3.1 A booking is not confirmed until the Company has issued written confirmation and, where required, received a deposit or prepayment in cleared funds.
3.2 The Customer is responsible for checking that the details in the quotation and confirmation are correct, including addresses, dates, access conditions and requested Services.
3.3 The Company may request photographs, videos or item lists to assist in assessing the job and providing an accurate quotation and schedule.
3.4 The Company reserves the right to decline any booking at its discretion, including where the job lies outside the usual service area or where there are safety concerns.
3.5 For moves involving restricted streets, parking suspensions or permits, the Customer is responsible for arranging and paying for any necessary permissions, unless explicitly agreed in writing that the Company will arrange them.
4. Customer Responsibilities
4.1 You must ensure that:
4.1.1 you are lawfully entitled to move the Goods and have the authority of the owner or any other interested party;
4.1.2 all Goods are properly prepared and packed, unless you have booked a packing service from the Company;
4.1.3 any appliances are disconnected, defrosted and drained before the move;
4.1.4 fragile or high-value items are clearly identified, and appropriate packing is used;
4.1.5 all Goods are ready to be loaded at the agreed time and that suitable access is available.
4.2 You must not submit for removal, storage or disposal any items that are hazardous, explosive, flammable, illegal, perishable or otherwise unsuitable, including but not limited to gas cylinders, fuel, chemicals, firearms, drugs, live animals, plants and cash.
4.3 If such prohibited items are discovered, the Company may refuse to move them, and the Customer shall be responsible for any resulting costs or losses.
5. Payments and Charges
5.1 Unless otherwise agreed in writing, payment terms are as follows:
5.1.1 a deposit may be required at the time of booking to secure the date and resources;
5.1.2 the balance is payable in full on or before the day of the move, prior to unloading or completion of the Services.
5.2 Payment methods and due dates will be specified in the quotation or confirmation. All prices are quoted in pounds sterling and may be subject to applicable taxes.
5.3 If payment is not made when due, the Company reserves the right to:
5.3.1 suspend or cancel the Services;
5.3.2 charge interest on overdue amounts at a reasonable commercial rate from the due date until payment is received;
5.3.3 retain Goods until payment is received in full, exercising a lien over the Goods.
5.4 For hourly-rate work, charges apply from the time the team and vehicle are scheduled to arrive at the first address until work is completed, including loading, travel between addresses, unloading, and any waiting time caused by factors outside the Company’s control.
5.5 Extra charges may apply for work outside standard hours, long-distance travel beyond the usual service area, specialist equipment, or additional staff.
6. Cancellations, Postponements and Delays
6.1 If you need to cancel or postpone your booking, you must inform the Company as soon as possible.
6.2 The Company may apply cancellation or postponement charges based on the notice given:
6.2.1 more than seven days before the scheduled move date: any deposit may be refunded or transferred at the Company’s discretion;
6.2.2 between seven and two days before the move date: a percentage of the quoted price may be charged to cover allocated resources and lost bookings;
6.2.3 less than two days before the move date or on the day of the move: up to 100 percent of the quoted price may be payable.
6.3 Where access to the property is delayed on the move day, for example due to late key release, the Company may charge for waiting time at the agreed hourly rate or a reasonable additional fee.
6.4 The Company may cancel or postpone the Services where:
6.4.1 the Customer has not paid any required deposit or prepayment;
6.4.2 the Company reasonably believes that carrying out the work would be unsafe or unlawful;
6.4.3 severe weather, road closures, accidents or other events beyond the Company’s reasonable control prevent performance. In such circumstances, the Company will seek to rearrange the Services and shall not be liable for resulting losses.
7. Performance of Services
7.1 The Company will exercise reasonable skill and care in providing the Services and will take reasonable steps to protect Goods from loss or damage while under its control.
7.2 The Customer or an authorised representative must be present at collection and delivery locations to direct placement of Goods and sign any job sheets or inventories.
7.3 Unless explicitly agreed, the Company is not responsible for:
7.3.1 dismantling or reassembling furniture or fittings;
7.3.2 disconnecting or reconnecting appliances;
7.3.3 removing doors, windows or fixtures to facilitate access.
7.4 Where the Company agrees to undertake such tasks, it will do so with reasonable care but accepts no responsibility for any consequential damage to structures, fixtures or appliances arising from inherent weaknesses, age or poor installation.
8. Liability and Limitations
8.1 The Company’s liability for loss of or damage to Goods while under its control shall be limited to a reasonable amount per item or per consignment, as stated in the quotation or confirmation, unless a higher limit is agreed in writing and an additional charge is paid.
8.2 The Company shall not be liable for:
8.2.1 loss or damage arising from your failure to pack items adequately where you have chosen to pack yourself;
8.2.2 loss or damage to fragile items such as glass, china, artwork, electronics or antiques unless they have been professionally packed by the Company or under its direct supervision;
8.2.3 damage to furniture or property where access is restricted and you have been advised that the item may be at risk but have instructed the Company to proceed;
8.2.4 loss or damage caused by wear and tear, inherent defects, pre-existing damage, infestation, damp, mould or atmospheric conditions;
8.2.5 indirect or consequential losses, loss of profits, loss of business, or loss of opportunity arising from delay, cancellation or damage.
8.3 The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably possible, and in any event within a reasonable time after completion of the Services. The Company may inspect the alleged damage before any repairs or disposal.
8.4 Where liability is established, the Company may at its discretion repair the item, replace it with a similar item, or offer a financial settlement based on the item’s current value, subject to the agreed limitations.
8.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot legally be limited or excluded.
9. Insurance
9.1 The Company maintains insurance appropriate for a professional removal business operating within the UK. Details of cover levels and exclusions are available on request.
9.2 The Customer is encouraged to arrange additional insurance for high-value or special items and to inform their own home or business insurer of the planned move.
10. Waste, Disposal and Environmental Regulations
10.1 The Company complies with applicable UK waste and environmental regulations when handling disposal of unwanted items and materials arising from the Services.
10.2 Where the Customer requests disposal of items, this will be treated as a separate service and may incur additional charges, which will be agreed in advance where possible.
10.3 The Company will not accept responsibility for waste or items left behind unless specifically instructed in writing to clear the premises and such clearance has been quoted and paid for as part of the Services.
10.4 Hazardous, restricted or regulated waste cannot be removed or disposed of by the Company. The Customer must arrange appropriate specialist disposal in accordance with law.
10.5 The Customer must not request the Company to dump, fly-tip or unlawfully dispose of any materials. The Company reserves the right to refuse any such request and to terminate the Contract immediately if unlawful disposal is insisted upon.
11. Storage and Third-Party Services
11.1 Where storage is arranged by the Company with a third-party provider, the storage facility’s own terms and conditions will apply in addition to these Terms and Conditions.
11.2 The Company may, at its discretion, subcontract some or all of the Services, including long-distance transport or storage, to reputable third parties. The Company will remain responsible for the proper performance of the Contract, except where liability is expressly transferred under third-party terms agreed with you.
12. Access, Parking and Local Restrictions
12.1 The Customer is responsible for ensuring that adequate access and legal parking are available for the Company’s vehicles at both collection and delivery addresses, including within busy or restricted urban areas.
12.2 Any parking charges, fines or penalties incurred as a direct result of inadequate arrangements or inaccurate information provided by the Customer may be charged to the Customer.
12.3 Where local regulations or building management rules restrict moving times, lift use or access routes, the Customer must inform the Company in advance so that appropriate arrangements can be made.
13. Complaints and Disputes
13.1 If you are dissatisfied with any aspect of the Services, you should raise the matter with the team on the day if possible so that they have an opportunity to address your concerns.
13.2 If the issue is not resolved on the day, you should submit a written complaint to the Company within a reasonable time, providing full details, photographs where relevant, and any supporting documentation.
13.3 The Company will investigate the complaint and respond within a reasonable period, seeking to resolve matters fairly and in line with these Terms and Conditions.
14. Data Protection and Privacy
14.1 The Company will process personal data in accordance with applicable UK data protection legislation. Your details will be used to provide quotations, manage bookings, deliver Services, and handle payments and enquiries.
14.2 The Company may retain records relating to your move as required for legal, accounting and insurance purposes. Personal information will not be sold to third parties.
15. Variation and Severability
15.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract.
15.2 Any variation to these Terms and Conditions must be agreed in writing by the Company.
15.3 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
By confirming your booking with Marylebone Removals and allowing the Services to proceed, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
