Mayfair Removals Service Terms and Conditions

These Mayfair Removals Terms and Conditions set out the basis on which our moving and related services are provided to customers in the UK. By making a booking, you agree that these terms apply to the services we supply, including home removals, furniture handling, packing assistance, loading and unloading, storage support where arranged, and any associated services agreed in writing. These terms are intended to be clear, fair, and practical, and they apply unless we confirm any different arrangement in writing. If there is any inconsistency between these terms and a written quotation, the written quotation will take priority for the specific item in question.

In these removal service terms, references to “we”, “us”, and “our” mean Mayfair Removals, and references to “you” or “your” mean the customer, client, or person instructing us. Words in the singular include the plural and vice versa. Headings are included for convenience only and do not affect interpretation. Any reference to “in writing” includes email or other written digital communication unless we state otherwise. We may update these terms from time to time, but the version that applies to your booking will be the version in force when the booking is confirmed.

These terms are designed for consumer and business customers alike, although certain protections may apply differently depending on the type of customer and the nature of the service. Nothing in these terms is intended to remove or limit rights that cannot lawfully be excluded under UK law. If a court or regulator finds any part of these terms unenforceable, the remaining terms will continue in full force. We recommend that you read the document carefully before confirming any Mayfair removals booking.

1. Booking Process

A booking is not confirmed until we have accepted your request and issued written confirmation. Before acceptance, any quotation we provide is an invitation to proceed and may be subject to survey, inventory checks, access information, and confirmation of service requirements. To help us prepare an accurate quotation for your removal services, you must provide complete and correct information, including the addresses involved, the number and type of items, access conditions, parking constraints, floor levels, lifts, packing requirements, and any fragile, valuable, or unusual objects.

Where necessary, we may request a pre-move survey, video survey, or updated inventory before finalising the booking. If the details you provide change after confirmation, we may revise the price, the crew size, vehicle type, timing, or scope of service. We will use reasonable efforts to accommodate changes, but we are not obliged to do so if the revised requirements are materially different from those originally agreed. You are responsible for ensuring that the premises are ready for the move and that all items to be moved are clearly identified.

2. Pricing, Payments, and Charges

Charges may be based on an hourly rate, a fixed quotation, or a combination of both, depending on the service arranged. Unless otherwise agreed in writing, any quotation is based on the information provided at the time and assumes reasonable access, standard handling conditions, and normal loading and unloading times. Additional charges may apply for delays, long carries, waiting time, parking or access restrictions, additional floors, dismantling or reassembly not included in the quote, specialist handling, out-of-hours work, or any extra work requested by you on the day.

All prices are stated inclusive or exclusive of VAT as specified in the quotation or invoice. Unless we agree otherwise, a deposit may be required to secure the booking, and the balance must be paid in full by the time stated on the invoice, typically before completion or immediately after completion of the service. We may accept bank transfer, card payment, or other methods we confirm in advance. Any Mayfair Removals service terms relating to payment will be strictly applied where lawful.

You must ensure that funds are available and that payment is made without deduction, set-off, or counterclaim unless required by law. If payment is not made on time, we may suspend the service, withhold delivery, retain goods to the extent permitted by law, charge interest on overdue sums, and recover reasonable costs incurred in collecting the debt. We also reserve the right to charge for any third-party expenses we incur on your behalf, provided those expenses were necessary for the agreed service and either pre-approved or reasonably incurred in the circumstances.

3. Cancellations, Postponements, and Amendments

You may cancel or postpone a booking by giving us written notice. The amount payable on cancellation will depend on the notice period and any costs we have already incurred. If you cancel well in advance, we may refund all or part of the deposit after deducting any non-recoverable expenses. If you cancel close to the agreed date, we may charge a cancellation fee reflecting the loss of reserved crew time, vehicle allocation, planning time, and any supplier costs. Where a fixed quotation includes reserved time or resources, late cancellation may result in a charge up to the full quoted amount if we cannot reasonably reallocate the booking.

If you request a change to the move date, address, inventory, or service scope, we will try to accommodate the amendment, but any change is subject to availability and may affect pricing. We may treat a request for a significant change as a new booking. If we arrive at the agreed time and are unable to complete the job because access is denied, keys are unavailable, payment has not been arranged, or the premises are not ready, we may charge a failed attendance or waiting fee. This applies equally to Mayfair removals services and associated delivery or collection arrangements.

We may cancel or suspend the booking if you fail to provide necessary information, if the premises are unsafe or inaccessible, if there is a material breach of these terms, if the service would be unlawful, or if circumstances beyond our reasonable control prevent performance. In such cases, we will aim to notify you promptly and, where appropriate, offer an alternative date or a refund for any part of the service not performed, subject to deduction of reasonable costs already incurred.

4. Your Responsibilities

You are responsible for ensuring that the items to be moved are suitably packed, unless packing has been expressly included in the booking. If you pack your own goods, you must use appropriate materials and take reasonable care to secure fragile or valuable items. We are not responsible for damage caused by inadequate packing, insecure cartons, unstable stacking, hidden defects, or items incorrectly declared as robust. You must also ensure that appliances are disconnected properly, fluids are drained where required, and all legal or safety instructions are followed before the move.

You must tell us in advance about any hazardous, prohibited, or unusually heavy items, including but not limited to chemicals, paints, gas canisters, firearms, perishables, live plants, animals, cash, documents of title, and items requiring specialist transport. We may refuse to handle such items, and we may remove them from the scope of work if discovered during the move. You must also take reasonable steps to protect floors, walls, and access routes at both addresses, and you are responsible for obtaining any permissions needed for parking, loading, unloading, lift access, or common-area use.

Any UK removal service terms are subject to your duty to provide truthful and complete information. If inaccuracies or omissions increase the labour, time, or risk involved, we may revise the price or decline to proceed. If third parties, such as landlords, building managers, or neighbours, impose restrictions that were not disclosed in advance, any resulting delay or extra work may be charged to you.

5. Liability and Limitations

We will use reasonable skill and care in performing the services. However, our liability is limited to losses directly caused by our negligence, breach of contract, or wilful misconduct, and only to the extent permitted by law. We are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, emotional distress, or missed opportunities, unless such loss is not lawfully excludable. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

Where we handle goods, our liability for loss or damage may be limited to the declared or agreed value, the replacement cost, or another amount stated in the quotation, subject to any insurance arrangement you have requested or we have expressly confirmed. If you believe an item has been damaged or lost, you must notify us as soon as reasonably practicable and in any event within a reasonable period after completion or delivery. You must also give us a fair opportunity to inspect the item and investigate the claim before any repair or disposal.

We are not responsible for pre-existing damage, wear and tear, latent defects, deterioration caused by age or condition, or damage arising from unavoidable handling where items are inherently fragile or unstable. Where goods are stored or transported in accordance with your instructions, we are not liable for damage caused by moisture, temperature changes, infestation, or inherent vice unless directly caused by our failure to take reasonable care. If you wish to arrange separate insurance, you should do so before the move and ensure that any cover reflects the full value of the items concerned.

6. Waste, Disposal, and Environmental Compliance

If you ask us to remove, dispose of, or recycle unwanted items, that service will only be provided where lawful and where the items are properly identified in advance. You must not include controlled waste, hazardous waste, electrical waste requiring special treatment, or any item that cannot be lawfully collected without the necessary documentation. We may request photographs, inventories, or proof of origin before accepting any disposal-related instruction. All Mayfair Removals terms and conditions relating to waste are subject to UK waste regulations and transport requirements.

Where we agree to dispose of items, we will use reasonable efforts to ensure that waste is handled by authorised facilities or carriers in line with applicable environmental rules. You remain responsible for the accuracy of descriptions given to us, and you must disclose whether any item may be contaminated, sharp, bulky, or otherwise difficult to process. If we discover that waste has been misdescribed or includes restricted materials, we may refuse collection, charge additional costs, or require you to arrange lawful removal at your own expense.

7. Ownership, Risk, and Delivery

Risk in the goods passes according to the point at which we take possession, the agreed service structure, and any legal requirements that apply. Ownership of the goods always remains with you unless a separate written agreement states otherwise. If delivery is delayed because of access issues, incorrect instructions, incomplete payment, or your absence, we may store the goods at your risk and expense until delivery can be completed. We will take reasonable care of goods while in our possession, but we are not responsible for deterioration caused by the passage of time, inherent condition, or events outside our reasonable control.

8. Force Majeure

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including severe weather, traffic disruption, road closures, accidents, strikes, labour disputes, fire, flood, epidemic, acts of government, utility failures, or the failure of suppliers or third parties. If a force majeure event occurs, we will use reasonable efforts to minimise disruption and reschedule the service where practical. Any additional costs arising from the event may be chargeable if they are unavoidable and reasonably incurred. This applies to all Mayfair Removals service terms unless otherwise required by law.

9. Claims and Complaints

If you have a complaint or wish to raise a claim, you should do so promptly and provide full details, supporting photographs where possible, and any information we reasonably request. We may require proof of ownership, value, or condition before considering compensation. We will assess claims fairly and in line with these terms, the quotation, and any applicable law. Any settlement offered may be in cash, repair, replacement, or another reasonable form at our discretion, unless the law or a specific written agreement states otherwise.

Nothing in this section prevents you from seeking any statutory remedy that may be available under UK consumer or contract law. However, to the fullest extent permitted by law, you agree that any claim must be brought within a reasonable time after the event giving rise to the claim, and no later than any limitation period that applies under law.

10. Governing Law and Jurisdiction

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, mandatory local consumer rights may apply to the extent required by law, but the governing law clause will otherwise remain as stated. The courts of England and Wales will have exclusive jurisdiction over disputes, except where another court has mandatory jurisdiction under applicable law.

11. General Provisions

If we choose not to enforce any right under these terms on one occasion, that does not mean we waive that right permanently. No person other than you and us has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms unless we expressly agree otherwise in writing. Any notice under these terms should be given in writing and will be treated as received when it is reasonably capable of being accessed by the intended recipient. These Mayfair removals terms form the entire agreement between us regarding the services, except where a separate written agreement states otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions. We aim to provide a reliable, professional, and transparent moving service, and these terms are intended to support that approach while setting clear expectations for both parties.