Terms and Conditions

Marylebone Movers Standard Terms and Conditions of Service

These Terms and Conditions set out the basis on which Marylebone Movers provides removal and associated services within the United Kingdom. By placing a booking, you agree that you have read, understood, and accepted these Terms and Conditions. These terms apply to domestic and commercial customers unless stated otherwise.

1. Definitions

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

Customer means the person, firm, or company that requests and purchases services from Marylebone Movers.

Company means Marylebone Movers and any authorised employees or contractors engaged to perform the services.

Services means all removal, packing, unpacking, loading, unloading, transportation, storage, clearance, and related services provided by the Company.

Goods means all items, effects, furniture, equipment, and personal belongings handled by the Company on behalf of the Customer.

Contract means the agreement between the Customer and the Company for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation.

2. Service Area and Availability

The Company operates primarily within the United Kingdom. Services outside this area may be available by prior written agreement. All bookings are subject to availability of vehicles, personnel, and appropriate access at the collection and delivery addresses.

3. Booking Process

3.1 An initial enquiry may be made by phone, online form, or other channels offered by the Company from time to time. Any indication of price given at this stage is an estimate only and not a binding quotation.

3.2 Where appropriate, the Company may conduct a pre-move survey, either in person or remotely, to assess the volume of goods, access conditions, parking requirements, and any special handling needs.

3.3 Following the survey or receipt of sufficient information, the Company will issue a quotation setting out the services to be provided, the charges, and any relevant conditions. Unless otherwise stated, quotations are valid for 30 days from the date of issue.

3.4 A booking is only confirmed when the Customer accepts the quotation in writing or by any method specified by the Company and pays any required deposit. Until confirmation, the Company may withdraw or amend any quotation without liability.

3.5 The Customer is responsible for ensuring that all information supplied to the Company is accurate and complete. If the actual work required differs from the information provided, the Company may adjust the price, alter the service, or decline to proceed.

4. Customer Obligations

4.1 The Customer must provide clear and accurate collection and delivery addresses, including any access restrictions, parking limitations, and local regulations or time limits on loading and unloading.

4.2 The Customer must arrange suitable parking at all addresses, including the obtaining of any necessary permits or permissions. Any fines, penalties, or additional costs incurred due to inadequate parking arrangements may be charged to the Customer.

4.3 The Customer must ensure that the property is ready for work to commence, with all Goods properly packed where packing services are not included, and with all items clearly separated that are not to be moved.

4.4 The Customer must be present, or represented by an authorised adult, at both collection and delivery sites to supervise, provide access, and sign any relevant documentation.

5. Company Obligations

5.1 The Company will carry out the services with reasonable care and skill and in accordance with applicable laws and regulations.

5.2 The Company will provide appropriate vehicles, equipment, and staff to undertake the agreed services, taking reasonable account of the information supplied by the Customer.

5.3 The Company will make reasonable efforts to adhere to agreed dates and times but cannot guarantee exact arrival or completion times due to factors such as traffic, weather, or events beyond its control.

6. Payments and Charges

6.1 The charges for the services are as set out in the quotation or as otherwise confirmed in writing by the Company. Unless specifically stated, all charges are exclusive of any taxes or government charges that may apply.

6.2 The Company may require a deposit at the time of booking. The deposit amount and due date will be confirmed in the quotation or booking confirmation.

6.3 Unless otherwise agreed in writing, the balance of all charges is payable no later than the start of the service on the move date. The Company reserves the right to refuse to commence or continue work if payment has not been received.

6.4 Additional charges may apply where:

a. The move involves more Goods than initially stated.

b. Access is restricted or more difficult than advised, requiring extra time or equipment.

c. Waiting time arises due to delays caused by the Customer, such as keys not being available or properties not being ready.

d. Services are extended beyond the agreed hours, such as late-night working or additional days.

e. Parking fees, tolls, congestion charges, or similar costs are incurred.

6.5 The Company reserves the right to charge interest on overdue sums at the statutory rate from the date due until the date paid in full.

7. Cancellations and Postponements

7.1 The Customer may cancel or postpone the booking by providing written notice to the Company. The effective date of cancellation is the date on which the Company receives the notice.

7.2 The following cancellation or postponement charges may apply, based on the notice given before the scheduled service date:

a. More than 10 working days: No cancellation fee, and any deposit may be refunded at the Companys discretion, less any non-recoverable costs.

b. Between 5 and 10 working days: Up to 50 percent of the quoted price may be charged.

c. Less than 5 working days: Up to 75 percent of the quoted price may be charged.

d. Less than 48 hours or on the service date: Up to 100 percent of the quoted price may be charged.

7.3 If the Company is unable to perform the services due to events beyond its reasonable control, such as severe weather, road closures, accidents, strikes, or emergencies, it may cancel or re-schedule the service without liability for consequential losses. In such cases, the Company will make reasonable efforts to agree a new date with the Customer.

8. Excluded and Restricted Items

8.1 Unless otherwise agreed in writing, the Company will not carry or handle the following items:

a. Cash, securities, or high-value documents.

b. Jewellery, watches, precious metals, or stones.

c. Explosives, firearms, ammunition, or other dangerous items.

d. Flammable, corrosive, or hazardous materials.

e. Perishable or refrigerated goods.

f. Live animals, plants, or biological materials.

8.2 If such items are included without the Companys knowledge, the Company shall have no liability for any loss, damage, or deterioration. The Customer may be responsible for any resulting costs, damage, or legal consequences.

9. Packing and Preparation

9.1 Where the Customer has chosen a service that excludes packing, the Customer is responsible for ensuring that all Goods are safely and securely packed in suitable boxes or containers.

9.2 The Company may refuse to move items that are not safely packed or are likely to cause damage to themselves, other Goods, property, or personnel.

9.3 Where the Company provides a packing service, it will take reasonable care to pack Goods using appropriate materials and methods. However, the Customer must identify any particularly fragile or valuable items in advance to enable special handling.

10. Waste, Disposal, and Environmental Regulations

10.1 The Company will comply with relevant UK regulations regarding the handling, transport, and disposal of waste and unwanted items.

10.2 Where the Customer requires disposal or clearance of items, this must be clearly agreed in writing before the service date. Additional charges may apply for waste transfer, disposal, or recycling services.

10.3 The Company will not remove or dispose of items classified as hazardous waste, controlled substances, or prohibited materials. The Customer is responsible for arranging lawful disposal of such items.

10.4 The Customer warrants that all items presented for removal or disposal are legally owned by the Customer or that the Customer has full authority to dispose of them. The Customer will indemnify the Company against any claims or penalties arising from unlawful disposal or misrepresentation of ownership.

11. Liability for Loss and Damage

11.1 The Company will take reasonable care to protect the Goods and the properties involved in the move. However, the Companys liability is limited as set out in this section.

11.2 The Company will not be liable for:

a. Normal wear and tear, superficial marks or scratches, or deterioration caused by the nature of the Goods.

b. Damage to items that were already damaged, defective, or unstable before the move.

c. Damage to Goods packed by the Customer, unless there is clear evidence of mishandling by the Company.

d. Loss or damage arising from war, terrorism, civil unrest, or natural disasters.

11.3 The Companys total liability for any claim arising from a single event or series of related events shall not exceed a reasonable limit as may be set out in the quotation or insurance schedule, unless a higher value has been agreed in writing and any additional premium paid.

11.4 The Customer must inspect the Goods and premises upon completion of the service and notify the Company in writing of any loss or damage as soon as reasonably practicable and in any event within 7 days of the service date. Failure to report within this period may affect the ability to investigate and may limit or exclude liability.

12. Insurance

12.1 The Company maintains insurance appropriate for removal services in the United Kingdom. Details of cover, exclusions, and limits may be provided on request.

12.2 The Customer is encouraged to maintain their own insurance for Goods during transit and handling, especially where items are of high value or sentimental importance.

13. Access, Property Damage, and Limitations

13.1 The Customer is responsible for ensuring safe and suitable access at all locations, including stairways, lifts, corridors, and doorways.

13.2 The Company is not liable for damage caused where the Customer insists that Goods are moved in a way that the Company has indicated carries particular risk, for example forcing items through tight spaces or dismantling items contrary to the manufacturers instructions.

13.3 The Company may decline to move items where it reasonably considers the risk to property or safety to be excessive.

14. Delays and Waiver of Consequential Loss

14.1 While the Company endeavours to meet agreed schedules, arrival and completion times are estimates only. The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of income, or accommodation costs, arising from delay or failure to perform, provided it has acted with reasonable care.

14.2 If a delay is caused directly by the Customer, the Company may charge waiting time or additional labour at its prevailing rates.

15. Complaints and Dispute Resolution

15.1 If the Customer is dissatisfied with any aspect of the service, they should raise the issue with the Company as soon as possible, ideally on the day of the move.

15.2 Formal complaints should be made in writing, providing full details of the issue and any supporting evidence. The Company will investigate and respond within a reasonable time.

15.3 Both parties agree to make reasonable efforts to resolve disputes amicably before considering legal action.

16. Data Protection and Privacy

16.1 The Company will collect and process personal data only as necessary to arrange and provide the services, comply with legal obligations, and manage its business operations.

16.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company may retain records of bookings and communications for a reasonable period.

17. Variation of Terms

17.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that particular Contract.

17.2 Any changes or additions to the Contract must be agreed in writing. No employee or contractor is authorised to vary these Terms and Conditions verbally.

18. Severability

18.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary or, if not possible, deleted. The remaining provisions shall continue in full force and effect.

19. Governing Law and Jurisdiction

19.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or formation shall be governed by and construed in accordance with the laws of England and Wales.

19.2 The parties agree that 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 the services provided by the Company.

By confirming a booking with Marylebone Movers, the Customer acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions.