Marblearch Removals Terms and Conditions
These Terms and Conditions set out the basis on which Marblearch Removals provides its domestic and commercial moving services. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are designed to create a clear understanding of the moving process, payment obligations, customer responsibilities, service limitations, and the legal framework that applies to our removal services. They should be read carefully before any booking is confirmed.
For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean Marblearch Removals, and references to ???you??� or ???the customer??� mean the person or organisation placing the booking. These terms apply to all UK removals services supplied by us, whether the job involves a full house move, partial relocation, office move, or associated loading and unloading service. Any special arrangements must be agreed in writing in advance and may be subject to additional charges or amended conditions.
We reserve the right to update or amend these terms from time to time. The version applicable to a booking is the version in force at the time the booking is confirmed, unless a later written variation has been agreed by both parties. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
1. Booking Process
A booking with Marblearch Removals is normally made following an enquiry, assessment of the required work, and issue of a quotation. Quotes may be based on information provided by the customer, including property size, inventory, access conditions, parking restrictions, fragile items, storage requirements, and any special handling needs. The accuracy of the quote depends on the completeness and correctness of the information supplied. If the details change before the move date, we may revise the quotation accordingly.
To secure a removal booking, the customer must accept the quotation and provide any requested booking details. This may include the moving date, origin and destination addresses, contact details, inventory information, and any access notes relevant to the move. A booking is only confirmed when we acknowledge acceptance in writing, or when a deposit or other advance payment has been received and recorded as required. Until confirmation is issued, dates and resources are not guaranteed.
The customer is responsible for ensuring that all instructions given at the time of booking are complete and accurate. This includes notifying us of items requiring specialist handling, such as pianos, safes, antiques, large appliances, IT equipment, and goods requiring disassembly. Where additional labour, equipment, packaging, or time is needed because the original information was incomplete or inaccurate, we may charge extra fees. Any change to the move date, property details, or scope of work should be notified as soon as possible.
2. Service Scope and Customer Obligations
Our service may include packing, loading, transport, unloading, furniture assembly or disassembly, and related handling tasks where these have been agreed. Unless expressly stated in the quotation, services such as full packing, insurance upgrades, temporary storage, or specialist item handling are not automatically included. Customers should read the quotation alongside these terms to understand exactly what is covered by the agreed removals service.
The customer must ensure that the premises are accessible on the scheduled day and that sufficient parking, lift access, and entry arrangements are available. If permits, resident bays, access codes, or other permissions are required, it is the customer???s responsibility to arrange them unless we have agreed in writing to do so. Delays caused by restricted access, lack of parking, incorrect addresses, or unavailable keys may result in additional charges for waiting time, redelivery, or aborted attendance.
Customers must also ensure that items being moved are properly packed, unless packing has been included in the booking. Fragile items should be declared in advance, and valuables, cash, jewellery, documents, and irreplaceable personal possessions should be removed or carried separately by the customer unless otherwise agreed. We may refuse to move items that are unsafe, illegal, incorrectly packed, or likely to cause damage to other goods, property, or our personnel.
3. Payments and Charges
All prices are stated according to the quotation provided and are subject to the assumptions contained within it. Unless otherwise agreed, charges are based on the estimated volume of goods, labour required, distance, timing, access conditions, and any additional services requested. If the job exceeds the quoted scope, we may apply supplementary charges. These may arise where the move takes longer than anticipated, additional vehicles are required, or extra staff are needed to complete the work safely and efficiently.
Payment terms will be explained in the quotation or booking confirmation. In many cases, a deposit or booking fee may be required to secure the date, with the balance payable on or before completion of the service. We may request payment in cleared funds by bank transfer, card payment, or another agreed method. Where payment is due on completion, the customer must ensure that funds are available before unloading or final release of goods, unless a different arrangement has been confirmed in writing.
Late or failed payments may result in interest, administrative charges, suspension of services, or recovery action where necessary and lawful. The customer shall remain responsible for all agreed fees even where third-party funding, reimbursements, or expense claims are expected. Any discount, concession, or promotional pricing applies only to the specific booking for which it was offered and does not create an entitlement to future pricing. We may withhold delivery or further work until outstanding balances are settled, subject to applicable law.
4. Cancellations, Rescheduling, and Delays
Customers may request to cancel or reschedule a booking, but such requests must be made as early as possible. The amount payable on cancellation depends on the notice provided, any non-refundable expenses already incurred, and the opportunity to reallocate the reserved time and resources. Where a booking is cancelled with limited notice, a cancellation fee may apply to reflect staff allocation, vehicle preparation, and lost trading time.
If the customer wishes to reschedule, we will try to accommodate the new date, but availability cannot be guaranteed. Rebooking may be treated as a cancellation followed by a new booking if the original resources cannot be reassigned. Any deposit paid may be transferred at our discretion, unless the rescheduled move is materially different in scope or timing. Changes requested close to the move date may also require a revised quotation.
We are not responsible for delays caused by events beyond our reasonable control, including severe weather, road closures, traffic incidents, vehicle breakdown, industrial action, accidents, emergency incidents, or restrictions imposed by authorities. In such cases, we will aim to minimise disruption and continue the service where reasonably possible. If a delay occurs because the customer is not ready at the agreed time, waiting charges or aborted-callout fees may apply.
5. Liability and Insurance
We will take reasonable care when handling goods and property, but our liability is limited to loss or damage caused by our proven negligence or breach of contract, subject to these terms and any compulsory legal rights that cannot be excluded. Customers are encouraged to check whether additional insurance or enhanced cover is needed for valuable, fragile, or high-risk items. Standard liability may not reflect the full replacement value of certain possessions, particularly where items are pre-owned, antique, or unusually delicate.
We do not accept liability for damage resulting from inadequate packing, pre-existing defects, hidden weaknesses, furniture that is already unstable, or items not properly declared in advance. We also will not be liable for loss or damage arising from the customer???s own handling, poor instructions, or failure to provide accurate information. Where goods are dismantled and reassembled, we are not liable for faults caused by age, wear, prior repair, or inherent structural weakness.
Claims for loss or damage should be reported as soon as reasonably practicable and in any event within a reasonable period after delivery or the relevant incident. The customer must allow us a fair opportunity to inspect the goods, assess the complaint, and determine whether any remedial action is possible. Our liability, where established, may be limited to repair, replacement, or a monetary settlement reflecting the market value or reasonable repair cost, as appropriate and permitted by law.
6. Waste, Recycling, and Environmental Regulations
Where our services include removal of unwanted items, packing materials, or general clearance waste, the customer agrees that such materials will be handled in accordance with applicable waste regulations and environmental requirements. We will only dispose of waste where this has been expressly agreed and where the nature of the waste can lawfully be collected, transported, and processed. The customer must not ask us to remove hazardous, prohibited, or regulated waste without prior approval and proper arrangements.
It is the customer???s responsibility to disclose any item that may be classed as controlled, hazardous, or specialist waste, including but not limited to chemicals, batteries, asbestos-containing materials, gas cylinders, oils, paints, medical waste, solvents, or electrical items requiring separate treatment. If such items are discovered unexpectedly, we may refuse to handle them, separate them from the move, or charge for additional compliance measures. Any undisclosed controlled waste may result in the job being delayed or suspended until appropriate arrangements are made.
Where waste is removed by us, the customer authorises us to transport it to authorised recycling, transfer, or disposal facilities, and agrees to provide any information reasonably required to satisfy record-keeping or duty-of-care obligations. We may issue documents, receipts, or waste transfer information where applicable. Customers should not place prohibited materials among ordinary household goods or packing materials. Any breach of waste laws or environmental duties caused by false information or concealment of materials remains the customer???s responsibility.
7. Access, Health and Safety, and Property Conditions
The customer must ensure the premises are safe for our personnel to work in. Floors, stairways, driveways, and entrances should be reasonably clear and suitable for access. If conditions are unsafe, we may postpone or suspend work until the issue is resolved. This includes circumstances involving loose flooring, broken steps, poor lighting, pests, aggressive animals, exposed wires, or other hazards that may create a risk of injury or damage.
We may refuse to carry out any instruction that would be unsafe, illegal, or likely to damage property or goods. Our team may also refuse to move an item if it cannot be done without risk to staff, the item, or the building. In such cases, the customer remains responsible for the associated charges unless the refusal was due solely to our own fault. The customer should ensure that children, pets, and unauthorised persons are kept away from the working area during the move.
The customer must obtain consent from landlords, building managers, neighbours, or other relevant parties where necessary. If lifts, communal areas, or service entrances are used, the customer must advise us of any restrictions, booked time slots, or building rules. Any cost arising from a breach of access rules, including fines, additional labour, or charges imposed by a third party, may be passed on to the customer where the customer???s breach caused the issue.
8. Items Excluded or Subject to Special Terms
Certain items may be excluded from standard Marblearch Removals services unless expressly agreed in writing. These may include live animals, firearms, controlled substances, perishable goods, flammable materials, cash, bullion, and illegal or stolen items. We may also decline to move items that are excessively heavy, structurally unsafe, or likely to cause disproportionate risk. Special arrangements may be available for some of these items, but only after assessment and written confirmation.
Where specialist equipment is needed, such as hoists, tail lifts, piano boards, protective wrapping, or dismantling tools, this must be disclosed in advance. Items with unusual dimensions, excessive weight, or restricted handling requirements may require a revised quotation or separate specialist contractor. If an item is accepted on the basis of incomplete information and later proves unsuitable for standard handling, we reserve the right to amend the service charge or withdraw from moving that item.
We are not obliged to move items that are packed in a way that creates safety or fragility concerns. This includes overloaded boxes, broken containers, open liquids, or items without adequate protection. The customer should label rooms and items where possible, but any labelling system is provided for convenience only and does not transfer responsibility for the contents or condition of each item.
9. Governing Law and General Provisions
These Terms and Conditions 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. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights or other applicable legal rules require otherwise. Nothing in these terms affects any statutory rights that cannot lawfully be excluded or limited.
If we do not enforce a right or remedy immediately, that does not mean we have waived it. Any waiver must be in writing and should be understood narrowly. Headings are included for convenience only and do not affect interpretation. References to writing include email and other electronic communications where accepted as evidence of agreement or instruction. The customer must not assign or transfer the benefit of the booking without our prior written consent.
By using our services, the customer confirms that they have authority to agree to these terms on behalf of all persons with an interest in the goods or premises concerned. These terms form the full agreement between the parties in relation to the booked service and supersede prior discussions or representations unless specifically incorporated in writing. This helps ensure a consistent and professional approach to every removal service we provide.