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 removal, man and van, transport, 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 placing a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

1.1 Service means any removal, man and van, transport, delivery, collection, packing, or related service provided by Marylebone Man and Van.

1.2 Customer means the person, firm, or company who requests the Service and is responsible for payment.

1.3 Goods means any items, property, or belongings transported, handled, or stored by us in the course of providing the Service.

1.4 Contract means the agreement between the Customer and Marylebone Man and Van incorporating these Terms and Conditions.

1.5 Driver means our driver or operative providing or assisting with the Service.

2. Scope of Services

2.1 Marylebone Man and Van provides man and van and removal services across various parts of the UK, including collection and delivery, loading and unloading, and, where agreed, packing and unpacking.

2.2 The specific scope of your Service, including the addresses, dates, times, size of vehicle, number of operatives, and any additional services, will be confirmed at the time of booking.

2.3 We reserve the right to refuse to carry any items that are unsafe, unlawful, prohibited by these Terms and Conditions, or which we reasonably believe may cause damage, injury, or delay.

3. Booking Process

3.1 Bookings may be made by the Customer through our accepted communication channels. By placing a booking, you confirm that you have the authority to enter into the Contract.

3.2 When you request a quote, you must provide accurate and complete information, including the volume and nature of the Goods, access details at all addresses, the presence of stairs or lifts, any parking restrictions, and any special handling requirements.

3.3 Your booking is considered provisional until we confirm acceptance of the booking and, where required, receive any deposit or prepayment. Once confirmed, a binding Contract is formed on these Terms and Conditions.

3.4 Any changes to the booking details, including dates, times, addresses, or the scope of work, must be requested as early as possible. Changes are subject to our availability and may result in an adjustment to the price.

3.5 If on arrival the actual work differs significantly from the description provided at the time of booking, we may adjust the charge, allocate additional resources, or, in extreme cases, refuse the Service if it is unsafe or unreasonable to proceed.

4. Customer Responsibilities

4.1 The Customer is responsible for ensuring that:

(a) All information provided at the time of booking is accurate and complete.

(b) There is suitable, safe, and legal parking for the vehicle at each address, including obtaining any necessary permits or permissions.

(c) Access to the property is clear and safe, including stairways, lifts, and corridors.

(d) Goods are properly packed, protected, and labelled, unless we have expressly agreed to provide packing services.

(e) All Goods to be moved are ready for transport at the agreed time, and any dismantling required is completed unless otherwise agreed.

4.2 You must not ask our staff to do anything illegal, unsafe, or outside the scope of the agreed Service.

4.3 You must ensure that any Goods left in our care do not contain cash, jewellery, watches, works of art, important documents, or other valuables. Such items are carried entirely at your own risk unless we have agreed specific written terms for their transport.

5. Quotations and Pricing

5.1 Unless stated otherwise, quotations are based on the information supplied by the Customer and may be given as a fixed price, a minimum charge plus an hourly rate, or another agreed pricing structure.

5.2 A quotation will normally include the agreed vehicle, driver and, where applicable, additional staff, fuel, and standard transport within the specified service area. Any additional services such as packing, storage, or additional stops may be charged separately.

5.3 We reserve the right to revise the quotation or charge additional fees if:

(a) The information provided by the Customer was incomplete or inaccurate.

(b) Access is significantly more difficult than described, including long carries, restricted access, or delays caused by the Customer.

(c) There are additional Goods or services required beyond those originally agreed.

(d) Waiting time is incurred due to keys, documents, or other parties not being ready.

5.4 Any revised charges will be communicated to the Customer as soon as reasonably practicable.

6. Payments

6.1 Unless otherwise agreed in writing, payment is due in full on or before completion of the Service.

6.2 We may require a deposit or full prepayment to secure a booking, particularly for larger moves, peak times, or long-distance work. Any such requirement will be confirmed at the time of booking.

6.3 Payment must be made using an accepted payment method. We reserve the right to withhold performance of the Service or retain Goods in our vehicle until payment is received.

6.4 If payment is not received when due, we may charge interest on overdue sums at the statutory rate and recover any reasonable costs incurred in pursuing payment.

6.5 The Customer remains liable for all charges, even if the Service is requested or used by a third party on the Customer’s behalf.

7. Cancellations and Amendments

7.1 If you wish to cancel or amend your booking, you must notify us as soon as possible.

7.2 For standard bookings, the following cancellation charges may apply, unless otherwise agreed in writing:

(a) Cancellation more than 48 hours before the scheduled start time: no cancellation fee, and any deposit may be refunded or credited, at our discretion.

(b) Cancellation within 24 to 48 hours of the scheduled start time: a cancellation fee of up to 50 percent of the agreed price may be charged.

(c) Cancellation within 24 hours of the scheduled start time or non-attendance by the Customer: up to 100 percent of the agreed price may be charged.

7.3 For larger or long-distance moves, or where specific arrangements have been made, different cancellation terms may apply, and these will be stated at the time of booking.

7.4 If we need to cancel or reschedule the Service due to circumstances beyond our reasonable control, we will notify you as soon as practicable and offer an alternative date or a refund of any sums paid for the affected Service. We will not be liable for any indirect or consequential loss arising from such cancellation.

8. Service Delivery and Timekeeping

8.1 We will use reasonable efforts to arrive and complete the Service at the agreed times, but all times are estimates and not guaranteed unless explicitly agreed as a timed service in writing.

8.2 We shall not be liable for any loss, costs, or inconvenience caused by delays due to traffic, weather, accidents, road closures, breakdowns, or other circumstances beyond our reasonable control.

8.3 If delays are caused by the Customer, including but not limited to waiting for access, keys, or other parties, we may charge for additional waiting time at our standard hourly or agreed rate.

9. Goods Not Accepted for Transport

9.1 Unless expressly agreed in writing, we do not accept for transport or handling the following items:

(a) Cash, jewellery, watches, precious metals, or stones.

(b) Important documents such as passports, title deeds, or financial documents.

(c) Perishable goods, live plants, animals, or other living creatures.

(d) Hazardous, explosive, corrosive, flammable, or illegal substances.

(e) Firearms, ammunition, or weapons.

9.2 If any such items are included without our knowledge, they will be carried entirely at the Customer’s risk, and we may remove or dispose of them if we consider it necessary for safety or legal reasons.

10. Liability and Limitations

10.1 We will take reasonable care of your Goods while they are in our possession and control. However, our liability is subject to the limitations set out in this section.

10.2 We will not be liable for any loss or damage to Goods unless caused by our negligence or breach of contract.

10.3 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable estimate of the value of the affected Goods, subject to any further limits we may specify in writing. If you believe your Goods have a high value, you should inform us in advance and arrange appropriate insurance.

10.4 We shall not be liable for:

(a) Loss or damage arising from pre-existing defects, wear and tear, or inherent vice of the Goods.

(b) Damage to items that were not adequately packed or protected by the Customer.

(c) Damage to items that we were asked to move against our advice or which could not reasonably be moved safely due to size, weight, or access constraints.

(d) Indirect or consequential loss, including loss of profit, loss of revenue, loss of opportunity, or loss of enjoyment.

10.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable, and in any event within seven days of completion of the Service. We may inspect the Goods and the location before any remedy is agreed.

10.6 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be legally limited or excluded.

11. Customer Indemnity

11.1 The Customer shall indemnify and keep us indemnified against any loss, damage, claim, cost, or expense arising from:

(a) The Customer’s breach of these Terms and Conditions.

(b) The inclusion of prohibited or hazardous Goods in any consignment.

(c) Damage to property or injury to persons caused by the Customer’s actions or instructions, or by defects in the Goods.

12. Waste and Disposal Regulations

12.1 Marylebone Man and Van is not a licensed waste carrier unless specifically stated otherwise. We cannot remove or dispose of household, commercial, or construction waste except in accordance with applicable waste regulations.

12.2 The Customer is responsible for ensuring that any items requested for disposal are lawful to dispose of and do not constitute hazardous or controlled waste without proper arrangements.

12.3 Where we agree to remove unwanted items, we will do so in accordance with relevant environmental and waste legislation, which may involve additional fees for handling, transport, and disposal.

12.4 We reserve the right to refuse removal of any items that we reasonably believe may breach waste regulations, pose an environmental risk, or require specialised disposal.

13. Insurance

13.1 We maintain appropriate public liability and, where applicable, goods in transit cover for our operations, subject to the policy terms, conditions, and exclusions.

13.2 The Customer is strongly advised to arrange separate insurance for their Goods, particularly for high-value or fragile items, and not to rely solely on any cover we may hold.

14. Complaints

14.1 If you are dissatisfied with any aspect of the Service, you should raise your concern with the driver or operative at the time, where possible, so that we have an opportunity to remedy the issue.

14.2 If the matter is not resolved, you should submit a written complaint as soon as reasonably possible, providing full details of the issue, the date of the Service, and any supporting evidence.

14.3 We will investigate your complaint and respond within a reasonable time. Any remedies offered will be at our discretion and in accordance with these Terms and Conditions.

15. Force Majeure

15.1 We shall not be liable for any delay or failure to perform our obligations under the Contract where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, strikes, or failure of third-party services.

16. Data Protection and Privacy

16.1 We will collect and process personal information about the Customer in order to provide the Service, manage bookings, and handle payments and enquiries.

16.2 We will handle personal data in accordance with applicable data protection laws and will only use it for lawful purposes connected with the provision of our services or where otherwise permitted or required by law.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Service shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 Service, except that if you are a consumer living elsewhere in the United Kingdom, you may also bring proceedings in your local courts.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.

18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

18.3 We may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract.

18.4 These Terms and Conditions constitute the entire agreement between you and Marylebone Man and Van in relation to the provision of the Service and supersede any prior understandings or agreements.