Marylebone Man And Van Terms and Conditions

These terms and conditions set out the basis on which Marylebone Man And Van provides removal, transport, delivery and related services to customers in the UK. By making a booking, confirming a quotation or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging any man and van service, furniture move, collection or delivery. These terms are designed to create a clear understanding of what is included, what is excluded and how we manage responsibilities on both sides.

The wording below applies to all standard bookings unless we agree a separate written arrangement. For the purposes of these terms, “we”, “us” and “our” mean Marylebone Man And Van, and “you” or “the customer” means the person booking the service or any person acting on their behalf. If you book for a business, company or third party, you confirm that you have authority to accept these terms for that party. These terms are intended for service use only and are not a guide or an estimate of local conditions.

We aim to provide a professional Marylebone man and van service with clear expectations around booking, payment, cancellation, liability and waste handling. However, all services depend on accurate information from you, suitable access at collection and delivery points, and the nature of the items being moved. If the details you provide are incomplete or incorrect, the scope, timing or price of the service may need to change.

1. Booking process

Bookings may be made by telephone, email, online form or any other method we make available from time to time. A booking is not confirmed until we have accepted it and provided a booking reference or written confirmation. Any quotation we provide is based on the information available at the time, including item descriptions, addresses, floor levels, access arrangements, parking considerations, time constraints and any special handling needs. A quote may be revised if the actual service differs from the details originally supplied.

When placing a booking, you must provide accurate and complete information, including the type and quantity of items, the collection and delivery locations, desired dates and times, and whether any items are fragile, heavy, valuable or difficult to move. You must tell us in advance about stairs, lifts, narrow entrances, parking restrictions, long carrying distances, congestion charges, permits, or any other factor that could affect the job. If you fail to disclose relevant information, we may decline to proceed, adjust the price, or amend the service on arrival.

Bookings are subject to vehicle and staff availability. We will use reasonable efforts to arrive within the agreed time window, but times are estimates only and may be affected by traffic, weather, prior jobs, waiting time at other locations or events outside our control. Where a delay occurs, we will endeavour to notify you as soon as reasonably practicable. A delay does not automatically entitle you to compensation unless required by law.

You must ensure that someone is available at the pickup and delivery addresses to provide access, confirm instructions and authorise completion of the work. If no one is present, or if we cannot gain safe access within a reasonable time, we may treat the booking as a failed attendance and charge accordingly. Where keys, codes, permits or entry instructions are required, you are responsible for ensuring they are supplied correctly and in time.

We reserve the right to refuse or cancel a booking if we believe the task is unsafe, unlawful, unsuitable for our vehicles or staff, or outside the agreed service. This includes situations where access is obstructed, the load exceeds reasonable limits, or the items include prohibited waste, hazardous materials or goods requiring specialist handling. Any decision to refuse service will be made reasonably and, where practical, with an explanation.

2. Payments and charges

Unless otherwise agreed in writing, payment is due on completion of the service. For some jobs, we may require a deposit or upfront payment to secure the booking. We accept payment methods notified at the time of booking. All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any estimate is based on the information provided and may change if the actual job takes longer, involves additional labour, waiting time, extra stops, parking charges, tolls, congestion fees, stair carries, dismantling, packing or other agreed extras.

The customer is responsible for ensuring payment is made in full and on time. If the service is booked by one person but paid by another, the booking customer remains jointly responsible unless we agree otherwise in writing. In the event of non-payment, we may suspend future services, retain goods only where lawful to do so, and recover reasonable costs associated with collection of outstanding sums. Late payments may attract interest or recovery charges to the extent permitted by law.

We may also charge for wasted attendance, cancellation outside the permitted period, extended waiting time, or any aborted job caused by incomplete information or customer delay. Where we agree a fixed price, that price applies only to the service described in the booking confirmation. If you request changes on the day, such as extra collections, additional destinations or more items than declared, we may provide a revised quote before continuing. No discount or refund will be given for unused vehicle capacity unless we agree otherwise.

Any cash payment must be made in the agreed currency and, where a receipt is provided, it confirms only that payment was received. It does not alter the scope of service, exclude any liability required by law or waive our rights under these terms. You must raise any invoice query promptly so that we can review it. Failure to dispute a charge within a reasonable time may make later adjustment more difficult.

3. Cancellations and amendments

You may cancel or amend a booking by giving us notice as soon as possible. Cancellation terms may vary depending on the notice period, the scale of the job and whether staff, vehicles or third-party costs have already been committed. If you cancel with sufficient notice, we may refund any deposit less reasonable administration or cost recovery charges. If you cancel at short notice, after arrival, or once work has begun, you may be required to pay the full or partial booking price.

If you wish to change the date, time, addresses, items or service type, we will try to accommodate the amendment, but this depends on availability and may require a revised quotation. Amendments are not guaranteed until confirmed by us. We are not liable for any loss caused by an inability to reschedule, particularly where notice is limited or our diary is full. If a booking must be moved because of factors outside our control, we will discuss alternatives in good faith.

We may cancel or suspend a booking if the customer fails to provide accurate information, refuses reasonable instructions, behaves abusively, creates unsafe conditions, or asks us to move prohibited or unlawful items. We may also end the service if continuing would pose a risk to staff, the public, the vehicle or the goods. In such cases, charges may still apply for time spent, travel incurred and work already completed.

4. Liability and insurance

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 loss or damage caused by pre-existing defects, poor packing, unsuitable wrapping, hidden weakness, overloading, instructions given by the customer, or circumstances outside our control. Items that are fragile, antique, valuable, irreplaceable or of sentimental value should be declared in advance and packed appropriately by you unless we have agreed a packing service.

We are not liable for indirect or consequential loss, including loss of profit, loss of business, missed appointments, or emotional distress, unless such liability cannot legally be excluded. Where liability is established, our maximum responsibility will generally be limited to the direct loss suffered and, where appropriate, the lesser of the item’s fair market value or any applicable insurance limit. Nothing in these terms limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability that cannot be excluded under UK law.

If you believe an item has been lost or damaged, you must notify us as soon as reasonably possible and, in any event, within a reasonable period after completion of the job. You should provide photographs, a description of the item and any supporting evidence we may reasonably request. We may inspect the goods, packaging and access route before deciding whether liability applies. Failure to report an issue promptly may affect our ability to investigate and may reduce or remove any entitlement to compensation.

Customers are responsible for securing property, providing safe parking or loading areas where possible, and ensuring that premises and access routes are fit for the service requested. We are not liable for damage caused by inadequate access, unsecured flooring, low ceilings, loose fixtures, hidden hazards, or items that were improperly prepared for transport. Where our team advises that an item should be moved only with additional protection or specialist equipment, you accept the risk of proceeding against that advice.

5. Waste regulations and prohibited items

Where our service includes removal of waste, disposal, clearance or transport for discard, you agree that all waste will be described accurately and presented in accordance with applicable UK waste regulations. We may only carry, handle or dispose of waste in ways permitted by law and in line with our waste carrier obligations, where relevant. You must tell us in advance if the load includes household waste, bulky waste, construction debris, electricals, furniture, garden waste, packaging or any other materials requiring special treatment.

You must not include hazardous, illegal or restricted items unless we have expressly agreed to handle them and are legally permitted to do so. Prohibited items may include asbestos, chemicals, oils, fuels, gas cylinders, pressurised containers, clinical waste, solvents, batteries, fireworks, firearms, controlled drugs, contaminated materials and any items classified as hazardous by law. If prohibited materials are discovered, we may stop the job, return the items where lawful, or arrange lawful handling at your expense. You remain responsible for ensuring that waste is correctly separated and declared.

For waste-related services, the customer warrants that they have the right to transfer the waste and that the description given is complete and accurate. We may request proof of origin, ownership, or authority to dispose of certain items. If we reasonably suspect fly-tipping, illegal dumping, misdescription or non-compliance with waste law, we may refuse collection or report the matter to the appropriate authority where required or permitted by law. You agree to indemnify us against losses, fines, penalties, claims or costs arising from false declarations or unlawful waste disposal requests.

Where items are suitable for reuse, recycling or donation, we may separate them where this has been agreed or where required for lawful disposal. However, we do not guarantee that any item will be reused, recycled or treated in a particular way unless expressly stated in the booking confirmation. Waste handling, transfer notes, receipts and other documentation may be provided where relevant and where legally required.

6. Customer responsibilities

You must ensure that the goods are ready for collection at the agreed time, accessible without unreasonable delay, and sufficiently packed for transport unless packing has been specifically included in the service. You are responsible for removing personal data from electronic devices, securing drawers and doors, emptying containers, defrosting appliances where needed, and disassembling items only if that has been agreed in advance. We are not responsible for contents left inside furniture, appliances or boxes unless we have been expressly asked to check them.

You must obtain any required permissions, parking arrangements, building approvals, lift reservations or access passes before the service begins. If third-party restrictions prevent us from completing the work, you may be charged for waiting time, return visits or aborted attendance. You also confirm that the items being moved are legally owned by you or that you have permission from the owner to arrange the service. We may ask for identification or proof of authority where appropriate.

Our staff must be treated with respect at all times. We do not tolerate abuse, threats, harassment, discrimination or unsafe behaviour. If such conduct occurs, we may leave the site immediately and treat the booking as cancelled by the customer. In that event, the full or partial charge may remain payable, depending on the circumstances and the amount of work completed.

7. Force majeure

We are not liable for failure or delay in performing our obligations where that failure is caused by events beyond our reasonable control. This includes severe weather, road closures, accidents, strikes, utility failures, public emergencies, government restrictions, vehicle breakdowns, illness, or disruption caused by third parties. In such cases, we will take reasonable steps to rearrange the booking or propose an alternative solution, but we will not be responsible for losses arising from the delay or disruption.

8. Governing law and disputes

These terms are governed by the laws of England and Wales. Any dispute or claim arising from or in connection with the service, these terms, or any booking made under them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. Nothing in these terms affects your statutory rights as a consumer.

If any part of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect. A failure or delay by us in enforcing any provision will not be treated as a waiver of our rights. We may update these terms from time to time, and the version in force at the time of your booking will apply unless another version is expressly agreed.

9. General provisions

Any notices relating to a booking should be made using the communication method used for the original arrangement unless we agree otherwise. The customer must keep copies of quotations, confirmations and any written amendments. These terms form the entire agreement between you and us in relation to the service, subject to any mandatory legal rights and any express written variation signed or confirmed by us.

By proceeding with a booking for Marylebone Man And Van, you acknowledge that you have read, understood and accepted these terms and conditions. They are intended to provide a fair and practical framework for a reliable man and van in Marylebone and across the UK, while protecting both customer and service provider interests. If you do not agree with any part of these terms, you should not continue with the booking.