Terms and Conditions for Removal Companies Marylebone

These Terms and Conditions apply to all domestic and commercial removals, packing services, storage-related handling, and associated services provided by our removal company in Marylebone and surrounding areas. By confirming a booking, the customer agrees to be bound by these terms. Please read them carefully before placing an order, as they set out the basis on which we provide our services, how prices are calculated, what happens if plans change, and the extent of our liability. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or the person acting on their behalf.

These terms are intended to be fair and transparent, and they are designed to support a clear working relationship between the customer and the Marylebone removals team. They apply whether the job involves a single item, a flat move, an office relocation, or a larger house removal. If any specific written agreement, quotation, or service schedule states different terms, those specific terms will apply only to the extent of any inconsistency. Nothing in these terms affects your statutory rights as a consumer where applicable.

A quotation provided by us is based on the information supplied by you and, where relevant, any site survey, video survey, photos, or item list. If the details later change, we may revise the quotation to reflect the actual work required. Customers should ensure that all relevant information is accurate and complete, including access restrictions, parking limitations, difficult lifting conditions, fragile items, dismantling needs, and any special handling requirements. Failure to provide full information may result in extra charges, delays, or a change in the scope of the service.

Booking Process
To make a booking, you must provide sufficient information for us to assess the move and confirm availability. A booking is only confirmed when we have accepted the order, agreed the service details, and, where required, received any deposit or advance payment. Confirmation may be provided in writing, by email, or through another recorded method. The customer is responsible for checking that the booking confirmation accurately reflects the agreed date, service type, address details, volume of goods, and any special instructions.

We may ask for photographs, an inventory, or an inspection before accepting a job, particularly for larger or more complex removals. This helps ensure the quote is based on realistic information. If a customer requests a change to the booking, such as a different moving date, an additional stop, or extra services like packing or dismantling, we will confirm whether the change is possible and whether additional charges apply. Any agreed changes should be recorded to avoid uncertainty.

If we discover that the work differs significantly from what was described at booking, we may either update the price, adjust the schedule, provide a revised scope of service, or decline to proceed if the conditions are unsafe or impracticable. This includes situations involving unusually heavy items, inadequate access, parking issues, excessive waiting time, or undisclosed waste. We aim to act reasonably and communicate clearly, but final acceptance of the revised job remains at our discretion.

Payments
Payment terms will be stated in the quote or booking confirmation. Unless agreed otherwise in writing, payment is due on or before completion of the service. We may require a deposit to secure a booking, especially for high-value, time-sensitive, or multi-day services. Deposits are normally non-refundable except where cancellation rights under these terms or applicable law provide otherwise. Any balance outstanding must be paid by the method and within the timeframe specified by us.

We accept payment methods that we communicate at the time of booking. The customer must ensure that they have authority to use the chosen payment method and that sufficient funds are available. If a payment is declined, reversed, or not received in full, we may suspend services, withhold delivery, retain goods in transit where lawful, or charge reasonable administration costs. Any discounts, promotional rates, or special prices apply only where expressly confirmed and are subject to availability and eligibility criteria.

Late payment may result in additional charges, including reasonable recovery costs and interest where permitted by law. We may also require immediate payment for additional labour, waiting time, parking fees, congestion-related charges, storage handling, packing materials, or disposal costs incurred because of customer instructions or inaccurate booking information. If services are provided on a business account, separate invoicing terms may apply and must be complied with in full.

Cancellations and Rescheduling
You may cancel or reschedule a booking by giving notice in writing. The amount of any cancellation charge will depend on the timing of the notice, the resources reserved, and whether we have already incurred costs. If you cancel at short notice, we may retain some or all of any deposit or charge a proportionate fee for loss of time, staff allocation, and vehicle scheduling. We will act reasonably and in line with applicable consumer law.

If we need to cancel or reschedule due to circumstances beyond our control, including severe weather, vehicle breakdown, staff illness, road closures, safety concerns, or events that prevent performance, we will inform you as soon as practicable and offer a new date where possible. We are not responsible for losses caused by such events except where liability cannot legally be excluded. We recommend that you do not arrange irreversible commitments until the removal service is confirmed as completed.

Where a customer is not ready for collection, is absent without notice, or fails to provide access to the property, we may treat this as a late cancellation or failed attendance. In such cases, waiting time, aborted journey costs, and reasonable labour charges may apply. If the move is delayed because of incomplete packing, missing keys, blocked access, or unsafe conditions, we may charge for the additional time spent or arrange a new booking subject to availability.

Customer Responsibilities
You must ensure that goods are properly prepared for transport unless we have agreed to pack or prepare them. This includes securing drawers, disconnecting appliances where safe and permitted, removing liquids, and ensuring that items are suitable for handling. Fragile, valuable, or sentimental items should be clearly identified. You are responsible for checking that all items intended for removal are packed and ready before our team arrives unless otherwise agreed in writing.

You must also make sure that parking arrangements, access permissions, lift bookings, and key availability are in place. If permits are required, you are responsible for obtaining them unless we have agreed to do so. You should inform us of any property restrictions, narrow staircases, low ceilings, load-bearing concerns, or health and safety risks. Failure to do so may affect the timetable, price, or ability to complete the service.

Liability
We will take reasonable care when handling your belongings, but our liability is limited to the extent permitted by law. We are not responsible for damage caused by items that were already defective, poorly packed, structurally unsound, or unsuitable for removal. We are also not liable for loss or damage arising from inaccurate instructions, hidden defects, inherent vice, or items that should not reasonably have been transported in the condition presented. Customers should consider insurance for items of exceptional value.

If we pack items ourselves, our liability for loss or damage caused by our negligence will be assessed according to the evidence and the circumstances of the claim. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other matter for which liability cannot legally be excluded. Subject to this, we will not be liable for indirect loss, loss of profit, loss of opportunity, or any business interruption unless required by law.

Any claim for damage, loss, or shortage must be reported to us as soon as reasonably possible and, in any event, within a reasonable time after delivery or completion. We may ask for photographs, inventory records, proof of value, and an opportunity to inspect the item before determining a claim. Failure to notify us promptly may affect our ability to investigate and may reduce or prevent recovery where prejudice is caused by delay.

Where goods are moved into storage, left in temporary custody, or handled as part of a staged move, the risk in the goods may transfer at different points depending on the agreed service. The customer remains responsible for insuring goods that are not covered by our own arrangements or where the customer prefers additional protection. Any limits on liability stated in a quotation or service schedule will apply alongside these terms unless unlawful or expressly overridden.

Waste Regulations
Where our removal services include disposal, clearance, or collection of unwanted items, we will comply with applicable waste management and environmental laws in the UK. Waste will only be transported, transferred, or disposed of in accordance with lawful requirements. We may ask you to identify which items are to be retained and which are to be removed, and you must not place hazardous, restricted, or illegal materials among ordinary household waste without prior disclosure.

You must tell us in advance if any items may contain batteries, oils, chemicals, paints, asbestos, gas cylinders, refrigerants, sharps, electrical hazards, confidential documents, or other controlled materials. Such items may require specialist handling, separate collection, or refusal. If we discover undeclared regulated waste, we may suspend the job, make additional charges, or arrange lawful disposal at your cost. We reserve the right to refuse transport of anything we reasonably consider unsafe, illegal, or non-compliant with waste regulations.

When waste removal forms part of the service, ownership of the waste passes only where lawful and only for items that you are entitled to discard. You must not ask us to remove items belonging to third parties without permission. If an item could reasonably be reused, donated, recycled, or separated, we may process it in a way consistent with environmental obligations and operational needs. By requesting disposal, you confirm that the items are not subject to any retention, ownership dispute, or legal restriction.

Access, Delays, and Service Conditions
The customer must provide safe and reasonable access to the property and the items being moved. If access is blocked, hazardous, or significantly more difficult than described, we may charge additional fees or decline to continue until the issue is resolved. We are entitled to rely on the information given at booking and are not responsible for delays caused by incorrect access details, traffic restrictions, lift failures, parking enforcement, or other circumstances outside our control.

Our team may refuse to handle items that are unsafe, excessively heavy, poorly packaged, or likely to cause injury or damage. We may also refuse to move items that are prohibited by law or by building regulations. If we believe that continuing would create a safety risk, we may stop the work and seek further instructions. The customer will remain responsible for any reasonable time already spent and any costs incurred up to that point.

We expect customers to keep children, pets, and unauthorised persons clear of the working area. Our team may request that certain areas are kept free from obstruction to maintain safe handling and efficient loading. If the service includes dismantling or reassembly, this will be undertaken with reasonable skill and care, but we are not responsible for pre-existing faults, missing parts, or items that are not designed to be repeatedly assembled.

Claims, Data, and General Provisions
Any claim arising under these terms should be supported by relevant information and submitted within a reasonable period. We may investigate claims by reviewing job records, photographs, team notes, and other evidence. If we offer compensation, repair, replacement, or a partial refund, that offer will be made without admission of liability unless stated otherwise. Any payment made in settlement of a claim will be in full and final resolution of the matter unless expressly agreed in writing.

We may keep records of bookings, payment details, delivery notes, and correspondence for operational, legal, and accounting purposes. Any personal data processed in connection with the service will be handled in accordance with applicable data protection law and our privacy obligations. We will only use your information where lawful to do so and for purposes connected with providing, administering, or improving the service, handling disputes, and meeting regulatory requirements.

Governing Law
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. Where the customer is a consumer, the courts of England and Wales shall have jurisdiction, subject to any mandatory rights of consumers in other parts of the UK. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

Nothing in these terms prevents either party from seeking informal resolution first, and we encourage prompt communication where concerns arise. However, no amendment or waiver of these terms will be effective unless agreed in writing. Our failure to enforce any right at any time will not amount to a waiver of that right. These terms form the entire agreement between the parties regarding the service, except where a separate written contract expressly states otherwise.

For clarity, the headings in these terms are for convenience only and do not affect interpretation. Any reference to a law or regulation includes any replacement, extension, amendment, or re-enactment of that law or regulation. Where a provision of these terms is capable of more than one meaning, it should be interpreted in a way that is consistent with the overall purpose of providing a lawful, reliable, and professionally managed removal company service.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. If you are booking on behalf of another person, you confirm that you are authorised to agree to them on that person’s behalf. We recommend keeping a copy of the confirmed quotation and booking details for your records.