Marylebone Movers Terms and Conditions
These Marylebone Movers Terms and Conditions set out the basis on which our moving, packing, transport, handling and related services are provided in the UK. By making a booking, accepting a quotation, or allowing our team to begin work, you agree to these terms. They apply to all standard removals, small moves, furniture transport, loading and unloading, packing support, and any additional services arranged in advance or agreed on the day where possible. Please read them carefully before confirming your booking.
In these service terms for Marylebone Movers, references to “we”, “us”, “our” and “the company” mean the moving service provider, and references to “you” or “the customer” mean the individual or business placing the booking. These conditions are intended to be fair and practical, and they should be read alongside your quotation, booking confirmation, and any written instructions provided before the move. If there is any inconsistency, the written booking confirmation and any agreed amendments will take precedence over general wording in these terms.
We aim to deliver a professional moving service with clear expectations on both sides. However, every move is different, and our ability to complete the service safely and efficiently depends on accurate information being supplied in advance. This includes property access details, parking availability, item volumes, special handling requirements, stairs, lifts, restricted entry points, and any items that may need dismantling or wrapping. If information changes after booking, you must tell us as soon as possible so we can assess whether the booking remains suitable.
Booking process
Bookings may be made by any approved method offered at the time of quotation. A booking is not confirmed until we have accepted the job, agreed the service scope, and received any required deposit or written acceptance. Quotations are usually based on the information you provide and, where relevant, on an inspection, video survey, photographs, or item list. If the actual work differs from the information supplied, we may need to revise the quotation, reschedule the job, or limit the service to what can safely be completed within the agreed arrangement.
When you book Marylebone Movers services, you are responsible for ensuring the details are correct and complete. This includes dates, collection and delivery addresses, contact details, access arrangements, parking permissions, and any time restrictions. We may rely on the information you provide to assign vehicles, staff, equipment, and time slots. If your move involves fragile, valuable, bulky, or unusually heavy items, you must notify us before the booking is accepted. We reserve the right to refuse items that pose a safety risk or that require specialist handling not previously arranged.
Payments
Prices may be quoted as fixed fees, hourly rates, or a combination of both, depending on the type of move and the level of service requested. Unless stated otherwise, all charges are payable in pounds sterling and may be subject to VAT where applicable. Any deposit requested at booking secures the slot and covers administrative and scheduling costs. Deposits are generally non-refundable except where we cancel the booking or where a refund is expressly required by law. Remaining balances must be paid by the due date stated in the booking confirmation or immediately upon completion if payment on the day has been agreed.
We may adjust the final amount payable if the move takes longer than expected due to circumstances beyond our control, if extra services are requested, or if there are significant differences between the booked and actual scope of work. This may include additional labour, waiting time, access delays, congestion, parking penalties caused by inaccurate information, or extra journeys. Any additional charges will be explained where practical before they are applied. We accept no responsibility for delays in payment caused by your bank, card provider, or payment platform. If payment is not made when due, we may suspend or withhold further services and recover reasonable costs associated with collection.
Changes, cancellations and rescheduling
You may request a change to your booking, including moving the date or altering the service scope, subject to availability and operational feasibility. We will try to accommodate reasonable changes, but we cannot guarantee that an alternative slot will be available. Where a change requires additional planning or a different crew size, the quotation may be revised accordingly. Any change is only effective once confirmed by us in writing or by another clear recorded method.
If you cancel your booking, the amount refunded, if any, will depend on the notice given and any costs already incurred. Cancellations made with sufficient notice may receive a partial refund after deduction of administration or planning costs. Cancellations made close to the moving date may result in loss of the deposit and, where substantial preparation has already been undertaken, further reasonable charges may apply. If we have already dispatched staff or vehicles and the job is cancelled on arrival or shortly before commencement, you may be charged for travel, waiting time, and wasted allocation of resources.
We may cancel or postpone a booking if access is unsafe, if payment terms are not met, if the property is unsuitable for safe work, if there is a serious mismatch between the booked and actual requirements, or if events outside our control make performance impracticable. These events may include severe weather, accidents, road closures, vehicle breakdown, industrial action, or other disruption. If we cancel for reasons within our control, we will offer a refund of any prepaid amount for the undelivered part of the service, subject to any legal rights you may have. Our liability for cancellation is otherwise limited in accordance with the liability section below.
Customer responsibilities
You must ensure that all items are packed suitably unless packing has been expressly included in the service. Boxes should be sealed properly, contents should be secure, and any fragile goods must be clearly identified. You are responsible for removing or protecting items that should not be moved, including loose valuables, confidential documents, cash, jewellery, medication, and sensitive data storage unless we have agreed otherwise in writing. If items are left out in a way that suggests they should be moved, we may treat them as part of the job unless they are excluded under these terms.
Moving service terms also require you to make sure that access routes are clear, parking is arranged where possible, and utilities, appliances, or fixtures are disconnected or prepared where needed. You must tell us about lifts, stairs, narrow corridors, low ceilings, restricted loading bays, or any other access issue likely to affect the move. If our team is delayed because access is not ready, you may be charged waiting time or additional labour. If we are unable to complete the work due to unsafe access or the absence of required permissions, the service may be treated as a partial cancellation.
Where you instruct us to move items that are especially delicate, heavy, over-sized, or of high value, you accept that such items carry greater risk and may require special packing or transport arrangements. We are not obliged to move any item that our team reasonably considers unsafe, unfit for transport, or likely to cause damage to property or injury to persons. Any decision to decline a particular item will be made in good faith with regard to safety and practicality.
Liability and damage
Liability is limited to direct loss or damage caused by our negligence or by a breach of our obligations under these terms. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to those legal limits, we are not responsible for indirect loss, consequential loss, loss of profit, loss of business, emotional distress, or loss arising from delays outside our control.
We take reasonable care when handling goods, but moving work involves risk. Unless otherwise agreed in writing, we are not liable for pre-existing damage, wear and tear, items inadequately packed by the customer, items that are structurally weak, or damage caused by inherent vice, hidden defects, or unsuitable packaging. We are also not liable for damage resulting from customer instructions that are followed despite a warning, or for damage caused by access conditions that were not accurately disclosed. Claims for damage must be notified promptly, with supporting evidence where possible, so they can be reviewed fairly.
Our team may, where appropriate, assist with lifting, loading, unloading, dismantling, or reassembly, but any such assistance is provided on the understanding that items are moved at the customer’s risk unless a separate written insurance arrangement states otherwise. If you wish to rely on specific protection for valuable or fragile goods, you should ask about suitable cover before the move. Any insurance or declared-value option will only apply subject to the relevant policy terms and exclusions. Nothing in these Marylebone Movers terms and conditions affects your statutory rights.
Waste regulations and prohibited items
Where our service includes removal of unwanted goods, packaging, or household waste, all waste handling will be carried out in line with applicable UK waste regulations. You must not ask us to dispose of items that are hazardous, illegal, contaminated, or otherwise unsuitable for ordinary removal unless this has been expressly agreed and we are legally able to handle them. This includes, for example, asbestos, chemicals, solvents, gas cylinders, clinical waste, batteries, oils, paints, and any item requiring specialist licensing or treatment.
If waste removal is included, we may separate reusable, recyclable, and non-recyclable materials, and we may transfer waste only to authorised facilities. You confirm that any waste you ask us to remove belongs to you or that you have lawful authority to dispose of it. You must not conceal prohibited items among normal waste or present waste in a way that breaches environmental law. If we discover restricted waste, we may refuse collection, charge additional handling costs, or notify the relevant authorities where required.
Waste regulations also mean that any packing materials, broken furniture, or discarded household items must be described accurately when booking. If a collection requires specialist disposal, heavy lifting, separation, or licensing, those requirements must be disclosed in advance. We may decline any job that could expose us to regulatory breach or unsafe handling. The customer remains responsible for the legality of items placed for disposal and for ensuring that no protected, dangerous, or undeclared materials are included without prior agreement.
Delays, force majeure and access issues
We are not responsible for delay or failure to perform the service where the cause is outside our reasonable control. This includes traffic congestion, extreme weather, accidents, mechanical breakdown, fuel shortages, road restrictions, strikes, power outages, civil disturbance, or building access problems beyond our control. Where practical, we will keep you informed and may offer an alternative time or date. If the move is interrupted by a force majeure event, we will take reasonable steps to minimise disruption, but we do not guarantee completion within the original schedule.
If access to either property is delayed by keys, security restrictions, loading restrictions, or the absence of a person able to provide entry, waiting time may be charged. If the delay is substantial, we may move to the next scheduled job and return later, subject to availability and additional fees. Any parking fines, penalties, or enforcement charges caused by inaccurate or incomplete information supplied by you may be passed on to you to the extent permitted by law.
Claims, complaints and legal matters
If you believe something has gone wrong, you should tell us as soon as possible so the matter can be reviewed promptly. Please provide the date of the service, a description of the issue, and any relevant evidence such as photographs or item descriptions. We may need reasonable cooperation to investigate a claim, including access to damaged goods or relevant documentation. Failure to notify us promptly may affect our ability to assess responsibility, although this does not limit any rights that cannot lawfully be limited.
These Marylebone Movers service terms are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, claim, or matter arising from or connected with these terms, except where another jurisdiction is required by mandatory law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No waiver of any term will be effective unless made in writing, and any delay in enforcing a right will not prevent later enforcement of that right.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. They are intended to create a clear and balanced service relationship, setting out how bookings are made, how payments are handled, when cancellations may apply, how liability is managed, and how waste is dealt with under the law. These terms may be updated from time to time, but the version accepted at the time of booking will apply to your service unless a later change is required by law.