Removals Marylebone Service Terms and Conditions

These Terms and Conditions set out the basis on which Removals Marylebone provides domestic and commercial removal, packing, storage and related services within Marylebone and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 "Company" means Removals Marylebone, the removal service provider.

1.2 "Customer" means the person, firm or organisation requesting the services of the Company.

1.3 "Services" means any removal, packing, storage, waste removal, or related services provided by the Company.

1.4 "Goods" means the items to be packed, moved, handled, stored or otherwise managed by the Company under these Terms and Conditions.

1.5 "Service Address" means the collection, delivery and any additional premises where the Services are provided.

1.6 "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 removal and associated services, including but not limited to packing, loading, transportation, unloading, unpacking, basic furniture assembly and disassembly, and limited waste removal where specifically agreed in advance.

2.2 The exact scope of the Services will be set out in the written quotation or booking confirmation provided by the Company and accepted by the Customer.

2.3 The Company operates primarily within Marylebone and nearby areas but may, at its discretion, agree to carry out moves to or from other locations within the United Kingdom.

3. Booking Process

3.1 Enquiries may be made by the Customer via the Company’s usual communication channels. A booking is not confirmed until the Customer has accepted the Company’s quotation and received written confirmation of the booking from the Company.

3.2 The Company may request details about the Service Address, access conditions, parking availability, floor levels, presence of lifts, and any special items requiring additional handling. The Customer must provide accurate and complete information.

3.3 The quotation issued by the Company will be based on the information supplied by the Customer. If the information provided is incomplete or inaccurate, the Company reserves the right to vary the quotation, apply additional charges, or refuse to carry out the Services.

3.4 The Company may carry out an on-site or virtual survey, where appropriate, to assess the volume of goods, access conditions and any special requirements. This assessment forms part of the basis for the quotation.

3.5 Bookings are subject to availability. The Company does not guarantee a specific date or time until it has confirmed the booking in writing.

4. Quotations and Charges

4.1 Unless otherwise stated, quotations are valid for thirty days from the date of issue. If the Customer wishes to proceed after this period, a new quotation may be required.

4.2 Quotations are typically based on one of the following pricing methods: a fixed price for the agreed scope of work, an hourly rate with a minimum charge, or a combination of both. The applicable method will be stated in the quotation.

4.3 Additional charges may apply where:

a) There are delays outside the control of the Company, including waiting times for keys, access, or third-party contractors.

b) Access at either property is significantly more difficult than described, for example additional flights of stairs, restricted vehicle access or lack of reserved parking.

c) The volume of goods exceeds that originally quoted for.

d) The Customer requests additional services or changes to the agreed work on the day of the move.

4.4 All prices are quoted in pounds sterling and, unless expressly stated otherwise, include any applicable taxes at the prevailing rate.

5. Payments

5.1 The Customer must pay the Company in accordance with the payment terms stated in the quotation or booking confirmation.

5.2 Unless otherwise agreed in writing, a deposit may be required to secure the booking, with the balance payable no later than on completion of the Services on the move date.

5.3 The Company may accept payment by bank transfer, card payment or other approved methods as specified in its communications with the Customer.

5.4 If any payment is not received by the due date, the Company reserves the right to:

a) Suspend or cancel the Services.

b) Charge interest on overdue amounts at the statutory rate until payment is made in full.

5.5 The Customer is responsible for all charges, including any bank or transaction fees, related to payments made to the Company.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the booking by providing written notice to the Company. Cancellation or postponement charges may apply depending on the notice period given.

6.2 Where the Customer cancels or postpones the booking:

a) More than seven days before the scheduled move date, the Company may refund any deposit paid, less any reasonable administrative costs.

b) Between seven and two days before the scheduled move date, the Company may retain a portion of the deposit or charge up to fifty per cent of the quoted price.

c) Less than two days before the scheduled move date or on the day of the move, the Company may charge up to one hundred per cent of the quoted price.

6.3 The above time periods are calculated by reference to normal working days. Weekends and public holidays may be treated differently at the Company’s discretion.

6.4 The Company may cancel or postpone the Services if:

a) The Customer fails to pay any required deposit or balance when due.

b) The Company is prevented from carrying out the Services due to events beyond its reasonable control, including severe weather, accidents, road closures, industrial action, or illness affecting key staff.

c) The Company reasonably considers that carrying out the Services would put its staff, vehicles, or property at risk of harm or damage.

6.5 In the event that the Company cancels the Services for reasons other than non-payment or breach by the Customer, any deposit or prepayment received will be refunded, and this shall be the Company’s sole liability.

7. Customer Responsibilities

7.1 The Customer is responsible for:

a) Ensuring that proper and lawful authority is obtained for the removal of goods from the current premises and entry to the new premises.

b) Arranging suitable parking and, where necessary, securing any parking permits or permissions at all Service Addresses.

c) Preparing the premises so that the Services can be carried out safely and without unnecessary delay, including clearing access routes and protecting floors or fixtures where required.

d) Properly packing and labelling any goods where packing services are not included in the Contract, including securing any fragile, valuable or delicate items appropriately.

e) Removing or securing any personal valuables, money, documents, jewellery, and other high-value items, which should not be included in the goods to be moved unless agreed in advance.

7.2 The Customer must be present, or have an authorised representative present, at the Service Addresses for the duration of the move to provide instructions and sign any necessary documentation, unless otherwise agreed.

8. Excluded Items

8.1 Unless previously agreed in writing, the Company will not move or store:

a) Hazardous, flammable, explosive or illegal items.

b) Live animals or plants.

c) Perishable goods requiring special storage conditions.

d) Items which cannot be moved safely or legally.

8.2 If such items are presented without disclosure, the Company may remove them from its vehicles or storage, or refuse to transport them, and the Customer shall be responsible for any associated costs or consequences.

9. Liability and Limitations

9.1 The Company will exercise reasonable care and skill in providing the Services. However, its liability is subject to the limitations set out in this section.

9.2 The Company’s liability for loss or damage to goods arising from its negligence or breach of contract shall be limited to the reasonable cost of repair or replacement, subject to any overall cap agreed in the quotation or booking confirmation.

9.3 The Company shall not be liable for:

a) Loss or damage arising from inherent defects or pre-existing damage in the goods, including wear and tear.

b) Damage to goods packed by the Customer, unless there is clear evidence of mishandling by the Company.

c) Loss of profits, business interruption, or any indirect or consequential loss.

d) Loss or damage where the Customer or their representative has signed a delivery or completion note confirming that the goods have been received in good condition, and any damage was not promptly notified.

9.4 The Customer must inspect the goods and premises as soon as reasonably possible following completion of the Services and notify the Company in writing of any loss or damage within forty eight hours of completion. Failure to do so may affect the Company’s ability to investigate and, where appropriate, offer compensation.

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

10. Insurance

10.1 The Company maintains insurance appropriate to its business operations. Details of cover may be provided upon request.

10.2 The Customer is encouraged to review their own home or business insurance arrangements to ensure that goods are adequately insured during removal and any period of storage, particularly for high-value items.

11. Waste and Environmental Regulations

11.1 The Company operates in accordance with applicable UK waste and environmental regulations when providing waste removal or disposal services.

11.2 The Company will only remove waste or unwanted items where such services have been expressly included in the quotation or agreed in writing prior to the move.

11.3 The Customer is responsible for declaring any items that may be classified as regulated waste, including electrical equipment, mattresses, construction debris or other materials subject to specific disposal requirements.

11.4 The Company reserves the right to refuse to remove or dispose of any items which it reasonably believes may breach waste regulations or present a health, safety or environmental risk.

11.5 Any fees, levies or charges imposed by waste transfer stations, recycling centres or other disposal facilities in relation to the Customer’s items may be passed on to the Customer in addition to the Company’s standard charges.

12. Access, Parking and Delays

12.1 The Customer must ensure that suitable access and parking arrangements are in place for the Company’s vehicles at all Service Addresses.

12.2 The Company is not responsible for parking fines or penalties arising from inadequate arrangements where the Customer has failed to secure appropriate permissions or permits. Any such costs may be charged to the Customer.

12.3 If the Company experiences delays due to circumstances outside its control, such as waiting for keys, restricted access, or third-party contractors, additional charges may apply based on the Company’s standard hourly rates.

13. Complaints

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

13.2 Formal complaints should be submitted in writing, providing full details of the issue, any relevant evidence, and the desired resolution.

13.3 The Company will investigate complaints promptly and aim to respond in a fair and reasonable manner. Any offer of compensation or remedial action will be made entirely at the Company’s discretion, subject to these Terms and Conditions and applicable law.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data provided by the Customer for the purpose of arranging and delivering the Services, including managing bookings, payments and communications.

14.2 The Company will handle personal data in accordance with applicable UK data protection legislation and will take reasonable steps to keep such data secure.

15. Variation of Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will not affect existing Contracts unless agreed in writing with the Customer.

15.2 The version of the Terms and Conditions in effect at the time of booking will apply to that Contract, unless otherwise agreed.

16. Governing Law and Jurisdiction

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

16.2 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 their subject matter.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

17.2 The failure of the Company to enforce any right or provision under these Terms and Conditions shall not constitute a waiver of such right or provision.

17.3 The Contract is between the Company and the Customer only. No other person shall have any rights to enforce any of its terms.

17.4 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between the parties and supersede any prior understandings or arrangements relating to the Services.