Terms and Conditions
Marylebone Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Marylebone Man and Van provides man and van, removal, and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given:
1.1 "Company" means Marylebone Man and Van, the provider of man and van and removal services.
1.2 "Customer" means any individual, business, or organisation requesting or using the services of the Company.
1.3 "Services" means any man and van, removal, collection, delivery, packing, loading, unloading, or related services provided by the Company.
1.4 "Vehicle" means any van, lorry, or other vehicle used by the Company to carry out the Services.
1.5 "Booking" means a confirmed request by the Customer for the provision of Services at an agreed date, time, and price.
2. Scope of Services
2.1 The Company provides man and van and removal services for domestic and commercial Customers within the UK. This may include local home moves, flat moves, office moves, small removals, and item collections or deliveries.
2.2 The Company reserves the right to refuse to transport any items that are illegal, hazardous, excessively heavy, unsafe to move, or not properly packed or prepared for transit.
2.3 The Customer is responsible for ensuring that the Services requested are suitable for their requirements, including vehicle size, number of operatives, and time booked.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s approved booking channels as advised from time to time. By making a Booking, the Customer confirms that all information provided is accurate and complete.
3.2 The Company will provide an estimate or quotation based on the information supplied by the Customer, including addresses, distance, access conditions, number of items, and any special handling requirements.
3.3 Any estimate or quotation is given in good faith but does not constitute a fixed price unless expressly stated. The Company reserves the right to revise the price if the information provided by the Customer is incomplete or inaccurate, or if the scope of work changes on the day of the move.
3.4 A Booking is only confirmed once the Customer has accepted the quotation or estimate, agreed to these Terms and Conditions, and, where required, paid any deposit requested by the Company.
3.5 The Customer must inform the Company in advance of any access issues at collection or delivery addresses, including restricted parking, narrow roads, stairs, lifts, time restrictions, or congestion charges. Failure to do so may result in additional charges or delays.
4. Customer Responsibilities
4.1 The Customer is responsible for:
(a) Ensuring that all items are securely packed and suitable for transport, unless a packing service has been specifically booked.
(b) Clearly labelling fragile, valuable, or delicate items, and advising the Company of any items requiring special care.
(c) Arranging suitable parking for the Vehicle as close as reasonably possible to the property, and covering any associated parking costs, permits, or fines arising from circumstances beyond the Company’s control.
(d) Ensuring that all goods to be moved are ready for collection at the agreed time, and that adequate access is available.
(e) Being present, or appointing an authorised representative to be present, at collection and delivery to provide instructions and check goods.
4.2 The Customer warrants that they are the owner of the goods to be moved, or have the full authority of the owner to enter into a contract for their removal or transport.
5. Payments and Charges
5.1 Charges may be based on hourly rates, fixed prices, or a combination of both, as agreed at the time of Booking.
5.2 Unless otherwise agreed, payment is due on completion of the Services on the day of the move. The Company may, at its discretion, require full or partial payment in advance or a deposit to secure the Booking.
5.3 The Company accepts the forms of payment it specifies from time to time. Payment is considered received only when cleared in the Company’s account.
5.4 Additional charges may apply for:
(a) Waiting time caused by delays outside the Company’s control, such as late key release, incomplete packing, or third-party delays.
(b) Extra labour required due to unforeseen difficulties, such as poor access, additional stairs, or items that are heavier or bulkier than declared.
(c) Additional mileage, extra drop-offs or collections, or deviations from the agreed route.
(d) Congestion charges, tolls, parking charges, or penalties incurred as a direct result of the Customer’s instructions or circumstances at the property.
5.5 All prices are quoted exclusive of any applicable taxes or government charges, which will be added where required by law.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or amend a Booking, they must notify the Company as soon as reasonably possible.
6.2 The Company reserves the right to apply the following cancellation charges:
(a) Cancellation more than 48 hours before the scheduled start time: no cancellation fee, although any non-refundable third-party costs may be charged.
(b) Cancellation between 24 and 48 hours before the scheduled start time: up to 50 percent of the quoted price may be charged.
(c) Cancellation less than 24 hours before the scheduled start time, or failure to be available at the agreed time: up to 100 percent of the quoted price may be charged.
6.3 If the Customer wishes to amend the date, time, or scope of the Booking, this will be subject to availability and may involve revised pricing. The Company is under no obligation to accommodate changes but will make reasonable efforts to do so.
6.4 The Company reserves the right to cancel or reschedule a Booking in the event of circumstances beyond its control, including but not limited to severe weather, vehicle breakdown, illness, or safety concerns. In such cases, the Company will offer an alternative date or a refund of any pre-paid charges, but will not be liable for consequential loss.
7. Liability for Loss or Damage
7.1 The Company will take reasonable care when handling, loading, transporting, and unloading goods. However, the Customer accepts that ordinary risk is inherent in moving goods.
7.2 The Company’s liability for loss of or damage to goods shall be limited to a reasonable cost of repair or replacement, subject to a fair assessment of wear and tear, age, and condition of the item.
7.3 The Company shall not be liable for:
(a) Loss or damage arising from inadequate or improper packing done by the Customer or a third party.
(b) Damage to items that are inherently fragile, including but not limited to glass, china, lamps, and artwork, unless specifically packed by the Company.
(c) Damage to furniture or appliances that are already worn, defective, or structurally weak.
(d) Loss of or damage to valuables, including cash, jewellery, documents, data, or items of exceptional value, unless declared in writing and expressly accepted by the Company.
(e) Loss or damage occurring where the Customer or their representative has instructed the Company or its staff against the Company’s advice, or where the Customer has packed goods in drawers, cupboards, or containers that are not suitable.
7.4 The Customer must inspect goods as soon as reasonably possible following delivery. Any claim for loss or damage must be notified to the Company in writing within a reasonable period, and in any event no later than seven days from the date of the move. The Company may reject claims made outside this timeframe.
7.5 In any event, the Company’s total aggregate liability for any claim arising out of or in connection with the Services (whether in contract, tort, or otherwise) shall not exceed the total price paid by the Customer for the Services relating to that claim, unless otherwise required by law.
8. Exclusions of Liability
8.1 The Company shall not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profits, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.
8.2 The Company shall not be liable for delays, cancellations, or failure to perform Services caused by events beyond its reasonable control, including but not limited to accidents, road closures, traffic congestion, adverse weather, strikes, or acts of third parties.
8.3 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot lawfully be limited or excluded.
9. Access, Property Damage and Parking
9.1 The Customer is responsible for ensuring that adequate access is available for the Vehicle and for the safe movement of goods between the property and the Vehicle.
9.2 The Company will take reasonable care to avoid damage to property, fixtures, and fittings while carrying out the Services. However, the Customer acknowledges that movement of large or heavy items in confined spaces may cause minor scuffs or marks, for which the Company shall not be held responsible unless due to clear negligence.
9.3 The Customer shall bear any parking costs, fines, or penalties incurred where the Company has followed the Customer’s instructions or where lawful parking is not reasonably available at the property.
10. Waste, Disposal and Regulations
10.1 The Company is not a general waste carrier and will not remove or dispose of household waste, rubble, or refuse unless this has been specifically agreed in advance and complies with applicable waste regulations.
10.2 The Customer must not request the Company to remove or dispose of hazardous, toxic, or prohibited materials, including but not limited to chemicals, asbestos, gas cylinders, flammable liquids, or clinical waste.
10.3 Where the Company agrees to remove unwanted items, these will be treated as waste for disposal or recycling, and the Customer relinquishes ownership of such items. Additional charges may apply for waste transfer, recycling, or disposal costs.
10.4 The Company will comply with relevant waste and environmental regulations and may refuse to carry out any removal or disposal that would breach such regulations.
11. Customer Conduct and Staff Safety
11.1 The Company expects Customers and their representatives to treat its staff with respect and courtesy at all times.
11.2 The Company reserves the right to withdraw Services immediately, without refund, in the event of abusive, threatening, or unsafe behaviour by the Customer or any person at the property.
11.3 The Company may terminate or suspend work where staff safety is at risk due to dangerous conditions, unlawful activity, or serious health and safety concerns.
12. Insurance
12.1 The Company maintains appropriate insurance cover for its operations as required by law.
12.2 The Customer is encouraged to arrange their own contents or removals insurance to cover any additional risk, particularly for high-value items or where greater protection is desired than that provided under these Terms and Conditions.
13. Privacy and Data Protection
13.1 The Company will collect and process personal data from the Customer for the purpose of administering Bookings, providing Services, handling payments, and managing any queries or complaints.
13.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the Services, comply with legal obligations, or as otherwise permitted by law.
14. Complaints
14.1 If the Customer has any concerns or complaints about the Services, they should raise them with the Company as soon as possible so that the matter can be investigated and, where appropriate, remedied.
14.2 The Customer should provide full details of the issue, including dates, times, addresses, and any relevant photographs or evidence where applicable.
15. General Provisions
15.1 These Terms and Conditions, together with the details of the Booking, constitute the entire agreement between the Company and the Customer and supersede any prior understandings or representations.
15.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
15.3 No failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.
15.4 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
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 the Services shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 Man and Van, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.
