Marble Arch Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Marble Arch Removals provides household and commercial removal, transport, packing, storage preparation and related services. By booking any service, you agree that you have read, understood and accepted these Terms and Conditions. If you do not agree, you must not use our services.

1. Definitions

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

1.1 Client means the person, company or organisation that requests or pays for the services.

1.2 Services means any removal, packing, loading, transport, unloading, rearranging, storage preparation, or related work carried out by Marble Arch Removals.

1.3 Goods means the items, belongings and property that you ask us to handle, pack, move or otherwise deal with.

1.4 Contract means the agreement between you and Marble Arch Removals comprising these Terms and Conditions and the accepted quotation or booking confirmation.

2. Scope of Services

2.1 Marble Arch Removals provides domestic and commercial removal services, including local and regional moves, packing and unpacking assistance, and loading and unloading of goods.

2.2 Services are normally provided within London and surrounding areas, including Marble Arch and nearby districts, but may be extended by agreement.

2.3 Any quotation or booking is based strictly on the information you provide about the addresses, access conditions, property size, volume of goods, parking arrangements and any special requirements.

2.4 We reserve the right to refuse or discontinue services where it would be unsafe, unlawful, or where you request services that fall outside the scope of normal removal activities.

3. Booking Process

3.1 You may request a quotation by providing details of your move, including collection and delivery addresses, approximate inventory, dates, access details and any specific needs such as packing or dismantling.

3.2 Quotations are normally given as estimates based on the information supplied. They are not binding if the information provided is inaccurate, incomplete or subsequently changed.

3.3 A booking is only confirmed when Marble Arch Removals issues a booking confirmation and, where applicable, you have paid the requested deposit. Until that point, dates and times remain provisional and may be offered to other clients.

3.4 You are responsible for checking the booking confirmation and ensuring that all details, including dates, addresses and the description of services, are correct. Any discrepancies must be notified promptly.

3.5 If access or parking arrangements in central London or other areas require permits or special authorisation, it is your responsibility to inform us in advance and, unless explicitly agreed otherwise, to obtain and pay for such permissions.

4. Pricing and Quotations

4.1 Unless otherwise stated, quotations are based on either a fixed price or an hourly rate plus any agreed surcharges, such as congestion charges, tolls, parking and additional labour.

4.2 Quotations are normally valid for a limited period from the date of issue. After expiry, we may revise our prices to reflect current rates.

4.3 We may amend the price if:

a There are additional items not originally disclosed or a significantly larger volume of goods.

b Access is more difficult than stated, for example additional floors, long carries, or restricted entry.

c Waiting times are incurred due to circumstances beyond our control, such as keys not being available or properties not being ready.

d Work is required outside normal working hours at your request or due to delays not caused by us.

4.4 Any variation in price will be explained where reasonably possible and either agreed in advance or charged proportionately according to our standard rates.

5. Payments

5.1 Unless otherwise agreed in writing, a deposit may be required at the time of booking, with the balance due no later than the day of the move and, in any event, before unloading at the final destination.

5.2 Payment must be made using a method accepted by Marble Arch Removals. We reserve the right to refuse cheques or other methods that cannot be verified on the day of service.

5.3 If payment is not received when due, we may:

a Suspend or refuse to carry out the services, including retaining the goods on the vehicle until payment is made in full.

b Charge interest on overdue amounts at a reasonable rate from the due date until the date of actual payment.

5.4 For business clients, payment terms and any credit arrangements must be agreed in advance. Failure to comply with agreed terms may result in suspension of services and recovery action for outstanding sums.

6. Cancellations and Changes

6.1 If you need to cancel or postpone your booking, you must notify us as soon as possible.

6.2 We reserve the right to apply cancellation charges based on the notice period given:

a If more than a set number of working days notice is provided before the scheduled move date, we will generally refund any deposit paid, less any reasonable administrative costs.

b If shorter notice is given, some or all of the deposit may be retained and additional charges may apply to cover lost work and preparation costs.

6.3 If you change the date, addresses, service scope or volume of goods, we will endeavour to accommodate the change but cannot guarantee availability. Any change may alter the price.

6.4 Marble Arch Removals reserves the right to cancel or rearrange a booking due to circumstances beyond our control, such as severe weather, vehicle breakdown, road closures or staff illness. In such cases, we will aim to offer an alternative date or a refund of any sums paid for services not provided, but we will not be liable for indirect losses such as missed work, penalties or hotel costs.

7. Your Responsibilities

7.1 You must ensure that you are present or represented at the collection and delivery addresses throughout the move, unless otherwise agreed.

7.2 You are responsible for:

a Providing accurate information regarding the move, access conditions and any special handling requirements.

b Ensuring that goods are properly packed, labelled and prepared for transport, unless you have booked a packing service.

c Disconnecting washing machines, dishwashers and other appliances before our team arrives, unless previously agreed.

d Removing fixtures and fittings that you wish to take, such as light fittings, curtains and blinds, unless dismantling is part of the booked service.

e Securing valuable items, important documents, cash and jewellery, which we recommend you carry personally rather than including in the removal.

7.3 You must ensure that the property and any communal areas are safe for our staff to work in and that there is clear access for loading and unloading.

7.4 If our staff reasonably consider that conditions are unsafe or that your instructions would place persons or property at risk, they may refuse to carry out some or all of the work until a safe solution is found.

8. Items Excluded from the Service

8.1 Unless otherwise agreed in writing, we do not move:

a Illegal or stolen goods, drugs or contraband.

b Flammable, explosive, corrosive or hazardous materials, including gas cylinders, paints, solvents, fuels and chemicals.

c Perishable or frozen foods that require refrigeration.

d Livestock, pets or other animals.

e Items requiring specialist handling such as pianos, safes or large machinery, unless specifically agreed and priced.

f Any item which cannot be moved safely due to its condition, weight or dimensions.

8.2 If such items are found among your goods without prior disclosure, we may remove them from the vehicle, refuse to carry them or, if necessary, inform the relevant authorities.

9. Liability for Loss or Damage

9.1 Marble Arch Removals will exercise reasonable care and skill in handling and transporting your goods.

9.2 Our liability for loss of or damage to goods is limited and, unless otherwise agreed, will not exceed a reasonable amount per item or per consignment, taking into account the age, condition and value of the goods.

9.3 We are not liable for:

a Loss or damage arising from your failure to pack goods properly where we have not provided a packing service.

b Damage to items that are inherently fragile or already defective, such as loose veneers, worn fabrics, weak furniture joints or brittle plastics.

c Electrical or mechanical derangement of appliances and equipment unless there is clear evidence of physical damage caused by us.

d Loss of or damage to valuables, money, documents, data, software or items of exceptional value that you did not specifically declare and that were not agreed in writing to be moved under special arrangements.

e Loss or damage caused by events beyond our reasonable control, including extreme weather, acts of third parties, road accidents not caused by our negligence, or theft where the vehicle has been secured.

9.4 You must inspect goods as soon as reasonably possible after delivery. Any apparent loss or damage should be reported to us promptly with details and, where possible, supporting evidence.

9.5 Claims must be made within a reasonable time from the date of the move. We may not be able to consider claims raised after an extended period where evidence is no longer available.

10. Damage to Property

10.1 Marble Arch Removals will take reasonable care to avoid damage to property, including buildings, fixtures and fittings at both collection and delivery addresses.

10.2 We are not liable for normal wear and tear, superficial marks, or minor scuffs that occur in the ordinary course of moving large items through confined spaces.

10.3 If damage occurs to property as a direct result of our negligence, you must report it to our team on the day of the move and provide details as soon as possible. We reserve the right to arrange repairs or compensation at our discretion, taking into account the age and condition of the property.

11. Waste and Recycling Regulations

11.1 Marble Arch Removals is a removal service and not a general waste disposal contractor. We will not remove or transport household or commercial waste unless this has been explicitly agreed in advance and complies with applicable waste regulations.

11.2 Where we agree to remove unwanted items, they will be handled in accordance with relevant waste and recycling rules. Certain items may need to be taken to licensed facilities and may incur additional charges.

11.3 We do not remove hazardous waste, including chemicals, oils, asbestos, medical waste or similar materials. You are responsible for arranging lawful disposal of such items with appropriate specialists.

11.4 If, during the course of a move, we discover that items constitute controlled waste or are prohibited from being transported without specific licences, we may refuse to carry them and may require you to remove them from our vehicle immediately.

12. Delays and Events Beyond Our Control

12.1 We will use reasonable efforts to adhere to agreed dates and times, but all times are estimates and may be affected by traffic, roadworks, weather and other external factors, especially within busy city areas.

12.2 We are not liable for delays caused by events beyond our reasonable control. In such cases, we will keep you informed and take reasonable steps to minimise disruption.

12.3 If a delay results in additional waiting time or extra hours of work, we may charge for this in accordance with our standard rates, unless the delay is due solely to our fault.

13. Insurance

13.1 Marble Arch Removals maintains appropriate insurance for its vehicles and public liability. This does not replace your own contents or specialist insurance, and cover is subject to the terms, exclusions and limits of our policies.

13.2 You are encouraged to maintain adequate home, contents or business insurance for your goods during the move. If you require additional cover or valuation, you should arrange this independently in good time before the moving date.

14. Complaints

14.1 If you are dissatisfied with any aspect of our service, you should raise it with our team as soon as possible so that we have an opportunity to address the issue during the move.

14.2 If the matter is not resolved, you may submit a written complaint setting out the relevant details, including dates, addresses and any supporting information. We will review your complaint and respond within a reasonable timeframe.

15. Data Protection and Privacy

15.1 Marble Arch Removals will collect and use your personal information only as necessary to provide services, manage bookings, take payment and handle any enquiries or complaints.

15.2 We will take reasonable steps to keep your information secure and will not sell or disclose it to third parties except where required to deliver the services or where required by law.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute arising from or in connection with them or the services, are governed by the laws of England and Wales.

16.2 You and Marble Arch Removals agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to the contract or the services provided.

17. General Provisions

17.1 If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17.2 No failure or delay by Marble Arch Removals in exercising any right or remedy will constitute a waiver of that right or remedy.

17.3 These Terms and Conditions, together with your quotation and booking confirmation, constitute the entire agreement between you and Marble Arch Removals in relation to the services and supersede any prior discussions or representations.

17.4 Marble Arch Removals may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.