Mayfair Removals Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Mayfair Removals provides moving, packing, loading, transport, storage-related and associated removal services to business and domestic customers in the UK. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, inventory, service specification, or additional instructions accepted by Mayfair Removals. If there is any inconsistency between these terms and a separately agreed written quotation, the written quotation will apply to the extent of that inconsistency.
1. Definitions In these terms, “we”, “us” and “our” mean Mayfair Removals. “You” and “your” mean the customer named on the booking or any person acting on the customer’s behalf. “Services” means any removal service, packing service, dismantling or reassembly, loading or unloading, storage arrangement, specialist handling, waste transfer support, or related service supplied by us. These terms are intended to be read as a legal services page and apply to all standard removals and related work arranged with us.
2. Booking process A booking is not confirmed until we have accepted it in writing, by email, electronic message, or other recorded form. We may issue a quotation based on information supplied by you, including the volume of goods, access conditions, distance, packing requirements, and any special handling needs. Quotations are usually based on the accuracy of the information provided and may be revised if the actual job differs materially from the description supplied at the time of enquiry. You are responsible for ensuring that all relevant details are complete and correct before booking.
3. Acceptance of the booking We reserve the right to decline or withdraw a quotation where access, timings, item type, parking, or safety considerations make the job unsuitable. If accepted, your booking will state the planned service date, the scope of work, any agreed team size, any uplift or delivery conditions, and any deposit or payment required. We may also ask you to confirm that you are authorised to arrange the move for the property and goods concerned. Any changes requested after booking may affect availability, price, and service timing.
4. Customer obligations before the move You must ensure that all items are ready for removal unless packing has been separately agreed. Fragile, valuable, or prohibited items should be declared in advance. You must arrange suitable access, parking permissions, building permits where required, and any lift or concierge arrangements unless otherwise agreed. We may rely on your instructions regarding the order in which items are moved and the destination for each item. If you ask us to move items by stairs, through tight access, or in conditions that increase risk, we may refuse or adjust the service for safety reasons.
5. Packing and inventory If packing services are included, we may supply materials and pack items using reasonable care and skill. Unless a full packing service is expressly included, you remain responsible for packing loose contents and ensuring items are secure. Where an inventory is prepared, it will reflect the information available at the time of loading or collection. You should check the inventory promptly and notify us of any obvious errors. Our quotation may exclude items requiring specialist crating, disassembly, or climate-sensitive handling unless such work has been agreed in writing.
6. Charges and payment Our prices may be fixed, estimated, hourly, or based on a combination of labour, vehicle use, materials, and special handling charges. Unless stated otherwise, all prices are exclusive of VAT and other applicable taxes. Payment terms will be confirmed in the booking summary or quotation. We may require a deposit, advance payment, or card authorisation before the service date. Final balances must be paid by the deadline stated in our invoice or immediately upon completion where this is specified. We may suspend, delay, or refuse the service if payment arrangements are not met.
7. Additional costs Additional charges may apply where the scope of work changes, such as extra carrying distance, waiting time, additional labour, parking fines, tolls, congestion charges, stair carries, storage transfer costs, or the need for specialist equipment. If items are declared incorrectly or are materially heavier, larger, or more numerous than expected, we may revise the price accordingly. Any urgent amendments requested on the day may also create extra charges. We will aim to explain material changes before work continues, but you agree that some costs may arise during the move and be invoiced afterwards.
8. Cancellations and postponements If you wish to cancel or reschedule, you must notify us as soon as possible. Cancellation charges may apply depending on how much notice is provided and whether resources have already been reserved, including staff time, vehicles, materials, permits, or subcontracted services. If cancellation occurs close to the service date, we may charge a reasonable amount to cover losses and administrative costs. Where we cancel due to circumstances within our reasonable control, we will either refund any amount paid for the cancelled element or offer an alternative date where possible.
9. Delays and access issues If access is delayed or prevented by circumstances outside our control, including locked premises, absent keys, restricted lifts, traffic disruption, severe weather, or missing permits, we may charge waiting time or a return visit fee. We are not responsible for losses caused by events outside our reasonable control. You should ensure that keys, entry codes, contact persons, and access instructions are available at the agreed time. If we are unable to complete the service because access has not been arranged, the service may be deemed cancelled or partially performed, and charges may still apply.
10. Liability for loss and damage We will exercise reasonable care and skill when performing the services. However, removals carry inherent risks, and liability is limited as set out in these terms. We are not liable for pre-existing defects, wear and tear, items inadequately packed by you, hidden defects in furniture, or damage caused by poor access, overloading, or your own instructions. Unless otherwise agreed in writing, fragile items, antiques, artwork, cash, documents, jewellery, and high-value goods should be disclosed in advance and may require specialist cover or handling. We do not guarantee protection for items not listed or not declared properly.
11. Insurance We may maintain public liability or goods-in-transit insurance at levels we consider appropriate, but this does not amount to a promise that every item will be covered in all circumstances. Any insurance recovery may be subject to exclusions, deductibles, valuation limits, and evidence requirements. You are encouraged to obtain independent insurance where the value or sensitivity of your items warrants it. Our liability, where established, will be subject to the limitations in these terms and any mandatory legal rights that cannot be excluded under UK law.
12. Waste regulations and disposal If the service involves disposal, clearance, recycling, or removal of unwanted items, both parties must comply with applicable waste regulations and environmental laws in the UK. We will only handle waste that has been lawfully identified, segregated, and presented for collection in a manner consistent with the agreed service. We may refuse to remove hazardous substances, clinical waste, asbestos, chemicals, gas bottles, paint, oils, batteries, or other controlled materials unless we have expressly agreed to do so and are legally permitted to handle them. You must disclose any item that may be hazardous or regulated.
13. Duty of care Where we remove waste, our obligation is limited to transporting and, where relevant, transferring it to an authorised facility or carrier in accordance with applicable rules. You must not ask us to dispose of items unlawfully, dump waste, or mix controlled waste with general waste in a way that breaches regulations. We may require a written description of waste types or quantities, and in some cases we may refuse collection if the materials are not suitable. If you provide items that are contaminated or improperly separated, you accept responsibility for any resulting penalties, remedial costs, or delays caused by the need to comply with legal requirements.
14. Prohibited and restricted goods You must not include illegal items, weapons, explosives, stolen goods, or any goods whose possession or transport would be unlawful. We may also refuse to move items that are unsafe, unsanitary, or likely to cause damage to property, vehicles, or personnel. If we discover prohibited or undisclosed items, we may stop the job immediately and, where appropriate, notify the relevant authorities. Any costs caused by such items, including storage, disposal, contamination treatment, or vehicle cleaning, will be your responsibility.
15. Storage and temporary holding If we provide storage or temporary holding as part of the service, separate storage terms may apply in addition to these terms. You remain responsible for ensuring that items placed into storage are properly declared, packed, and labelled. We may refuse storage of items that are perishable, hazardous, illegal, or unsuitable for storage conditions. Access to stored goods may require prior notice and payment of any outstanding charges. Storage periods, release procedures, and any limitations of liability will be set out in the relevant service confirmation.
16. Timings and completion Any times or dates provided are estimates unless expressly guaranteed in writing. We will use reasonable efforts to perform the service on the agreed day and within the planned time window, but completion may be affected by traffic, weather, access, load size, or other operational factors. If the service is completed in stages, the job will be considered complete once the agreed scope has been performed, subject to any remaining obligations clearly identified in writing. Delays alone do not automatically entitle you to compensation unless required by law or expressly agreed.
17. Customer claims and notification If you believe an item is missing or damaged, you must notify us as soon as reasonably practicable and in any event within the time stated in the service confirmation or invoice, together with photographs and a description of the issue. This allows us to investigate promptly. We may require access to the relevant items, inventory, packaging, or premises to assess the claim. Failure to give timely notice may reduce or remove any entitlement to a remedy, to the extent permitted by law.
18. Our right to subcontract We may use employees, agents, or subcontractors to perform any part of the service. Where we do so, we remain responsible for the proper performance of the agreed service subject to these terms. Subcontractors may be used for specialist transport, storage transfer, waste handling, or additional labour where necessary. The use of subcontractors does not change your obligations under these terms, including payment, access, disclosure, and compliance with waste rules.
19. Suspension and termination We may suspend or terminate the service if you fail to pay, provide false information, breach safety rules, refuse reasonable instructions, or create an unsafe or unlawful working environment. If we terminate for your breach, you may remain liable for work already carried out and for reasonable losses incurred. We may also terminate if continuing the job would expose us to risk, damage, or legal non-compliance. In such circumstances, we may unload goods at a safe location or return them subject to payment of any applicable charges.
20. 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 over any dispute unless mandatory law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will remain in full force. These terms form the entire agreement between the parties in relation to the services, except where a written variation has been agreed by both parties.
21. General provisions No waiver by us of any breach shall operate as a waiver of any later breach. You may not assign your rights or obligations under these terms without our written consent. We may update these terms from time to time, but the version in force at the time of your booking will apply to that booking unless a change is required by law. Nothing in these terms affects your statutory rights as a consumer where those rights cannot be excluded or limited. By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions.