Marylebone Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Marylebone Man And Van provides moving, transport, delivery, and related services to customers in the UK. By making a booking, you agree to be bound by these terms, together with any written quotation, booking confirmation, or additional service notes agreed before the work begins. These terms are intended to be clear and practical, so that both the customer and the service provider understand what is included, what is excluded, and what obligations apply before, during, and after the job.

For the purposes of these terms, references to “we”, “us”, and “our” mean Marylebone Man And Van, and references to “you” or “the customer” mean the person booking the service or any business or individual on whose behalf the booking is made. The wording below applies to standard van services, removal assistance, loading and unloading support, item transport, and other agreed moving tasks, unless a separate written agreement states otherwise. Nothing in these terms is intended to reduce your statutory rights where they apply.

We may update these Marylebone Man And Van terms from time to time. The version that applies to your booking will be the version in force at the time the booking is confirmed, unless a later written agreement expressly replaces it. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Booking Process

A booking is only treated as accepted when we have confirmed it in writing or by other recorded communication. Until that point, any quotation or estimate is indicative only and does not guarantee availability. When you request a booking for our van and man service, you must provide accurate details including the collection and delivery addresses, access conditions, type and quantity of items, preferred dates and times, and any special handling requirements. If the information you provide changes, you must tell us as soon as possible, because changes may affect availability, duration, vehicle size, staffing, and price.

We may base our quotation on the information provided by you at the time of enquiry. If the actual job differs from the description supplied, we may revise the price or decline to proceed where the service requested is materially different from the agreed scope. Examples include additional floors without lift access, unusually heavy or bulky items, waiting time, parking restrictions, extra stops, or the need for specialist handling. Any such variation will be discussed where reasonably possible before additional charges are incurred.

The customer is responsible for ensuring that the property and items are ready at the agreed time. This includes making arrangements for parking, access permissions, keys, building rules, loading bay bookings, and any permits required for the job. Where access is not available or the job cannot proceed because of inaccurate information, delays, or failure to prepare the site, we may charge for wasted time, attempted attendance, or partial completion. We are not responsible for consequences arising from incomplete or incorrect booking details provided by the customer.

Payments and Charges

Payment terms will be confirmed at the time of booking and may require a deposit, full advance payment, or payment upon completion, depending on the nature of the work. Unless otherwise agreed in writing, all charges are payable in sterling. Where a quotation is based on hourly rates, the clock may start at the agreed time of arrival or at another point stated in the booking confirmation. Additional charges may apply for extra labour, extended waiting time, additional mileage, congestion, tolls, parking fees, or work outside normal hours.

Marylebone Man And Van reserves the right to charge for any reasonable costs incurred as a direct result of the service, including but not limited to parking penalties caused by customer instructions, storage costs, disposal fees, or specialist equipment required for safe handling. Any estimate of time or cost is given in good faith, but it is not a fixed promise unless expressly stated as a fixed-price booking. If payment is declined, delayed, or disputed without proper reason, we may suspend further services until the outstanding balance is settled.

If an invoice is issued after completion, it must be paid by the due date shown on the invoice. Late payment may result in recovery action and the addition of reasonable administrative or legal costs where permitted by law. We may also decline future bookings from customers with outstanding balances. If you believe an invoice is incorrect, you must raise the issue promptly and provide reasonable supporting information.

Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule a booking, you must notify us as soon as possible. Cancellation fees may apply depending on how much notice is given and whether we have already reserved time, staff, or vehicle resources for your job. Where a deposit has been paid, it may be retained in whole or in part to cover administration and lost availability, unless we agree otherwise or the law requires a refund. The exact charge may depend on the notice period and the extent of preparation already completed.

If you are not present at the agreed time, or if we are unable to access the property or collect items because the site is not ready, the booking may be treated as a late cancellation or failed attendance. In such circumstances, we may charge a minimum call-out fee, waiting time, or the full booked rate where appropriate. We will normally try to contact the customer if delays occur, but any extra time spent waiting may be chargeable. We are not liable for missed deadlines caused by events outside our control, including traffic, weather, road closures, or third-party access issues.

If we need to reschedule because of operational reasons, vehicle unavailability, illness, or other unforeseen circumstances, we will use reasonable efforts to offer an alternative slot. Where this is not possible, any prepayment for the affected service will normally be refunded for the unperformed element, subject to any non-recoverable costs already incurred in relation to the booking. Nothing in this clause affects rights that cannot be excluded under UK law.

Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the agreed work. The customer must ensure that all items handed over are properly packed, labelled where necessary, and suitable for transport. Fragile items, electronics, glass, antiques, artwork, and high-value possessions should be declared in advance and packed appropriately. Unless expressly agreed, we do not provide specialist packing materials, dismantling, reassembly, or installation services beyond the normal scope of a standard man and van service.

The customer should remove personal data, loose valuables, and sensitive documents from items before transportation. We are not responsible for losses resulting from the presence of undeclared valuables or from items packed in a way that makes them unsuitable for safe handling. If you ask us to move an item that is unsafe, improperly packed, excessively heavy, or likely to cause damage to property or injury, we may refuse to move it. Our staff may also refuse any task that appears unlawful, dangerous, or outside the agreed service scope.

Where our team assists with lifting, loading, and unloading, the customer must ensure that items can be moved safely and that the premises are clear of hazards. You must tell us in advance about stairs, narrow access, restricted parking, or other conditions that could affect the work. If the customer requests placement in a specific location, that instruction must be given clearly and safely. We are entitled to stop work if continuing would place persons or property at unreasonable risk.

Liability and Damage

We will take reasonable care of your goods while they are in our possession, but our liability is limited to losses directly caused by our negligence or breach of contract. We are not responsible for pre-existing damage, defects, wear and tear, or damage caused by items that were already fragile, poorly packed, overloaded, or unsuitable for transport. In particular, items that are self-assembled, damaged before collection, or packed by the customer without adequate protection may not be covered for incidental damage arising from ordinary handling.

To the fullest extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of business, or missed deadlines, except where such exclusion is not permitted by law. Where liability cannot be excluded, our total liability may be limited to the amount paid for the specific service giving rise to the claim, unless a different limit is required by statute. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

Any claim for damage, loss, or shortage must be reported to us as soon as reasonably possible and, where practical, before the end of the day on which the service was completed. You should provide photographs, a description of the issue, and any relevant supporting information. Failure to notify us promptly may make it difficult to investigate the matter, although this does not affect rights that cannot be excluded by law. We may inspect the goods, packaging, and any relevant site conditions before accepting responsibility for a claim.

Waste Removal and Regulatory Compliance

Where our service includes removal, disposal, or transport of unwanted items, all waste must be described accurately when the booking is made. We will only handle waste in line with applicable UK waste regulations, including requirements concerning duty of care, lawful transfer, and disposal at authorised facilities. The customer must not ask us to dispose of hazardous, prohibited, or specialist waste unless this has been expressly agreed in advance and handled in accordance with the law.

Examples of materials that may require special treatment include asbestos, chemicals, paint, oils, batteries, tyres, gas cylinders, clinical waste, electrical items requiring regulated disposal, and any item that is contaminated, dangerous, or subject to specific controls. If undeclared hazardous waste is discovered, we may refuse collection, charge for the wasted attendance, or require the customer to arrange lawful removal. The customer remains responsible for ensuring that any waste presented for removal is lawful to transport and dispose of.

We may issue or request documentation where required for compliance, such as waste transfer information or proof of lawful disposal arrangements. The customer must cooperate with reasonable compliance checks and must provide accurate descriptions of items or waste streams. We will not knowingly participate in any activity that would breach environmental law, transport rules, or local authority requirements. If the job involves clearance rather than a standard transport task, the customer should ensure that the scope is agreed in writing beforehand.

Events Beyond Our Control

We are not liable for failure or delay in performance caused by events outside our reasonable control, including severe weather, traffic disruption, road accidents, industrial action, power failure, vehicle breakdown, public emergencies, or restrictions imposed by authorities. In such cases, we will try to continue the service where possible or agree a new date. If performance becomes impossible or impracticable, either party may cancel the affected booking without further liability for the non-performing element, except for sums already due for completed work.

If a force majeure event affects your booking, you must cooperate in good faith to help minimise disruption. That may include agreeing a revised time, changing the route, or accepting staged completion if appropriate. We are not responsible for knock-on losses arising from these events, including missed appointments with third parties, storage deadlines, or building access windows, unless liability is required by law and cannot be excluded.

Nothing in this section prevents us from taking reasonable steps to protect your property while the service is paused, provided it is safe and practical to do so. Any additional costs caused by prolonged disruption, such as extra waiting time or reattendance, may be charged where reasonable and proportionate.

Complaints, Data, and General Terms

If you have a concern about the service, you should tell us as soon as reasonably possible so that we can investigate and, where appropriate, put matters right. We may ask for photographs, dates, times, item details, and any relevant documents. A complaint does not relieve you of the obligation to pay any undisputed part of the invoice on time. We aim to deal with issues fairly and within a reasonable period.

We will process personal data only as needed to manage bookings, administer payments, communicate about jobs, and meet legal obligations. By using our services, you acknowledge that we may retain relevant records for business, accounting, insurance, or compliance purposes. We will handle personal information in line with applicable data protection law and use it only for legitimate operational reasons connected with the service.

Governing Law: These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory law requires otherwise. If any part of these terms is translated or interpreted differently, the English wording will prevail. By proceeding with a booking for Marylebone Man And Van, you confirm that you have read, understood, and agreed to these service terms.