Legal

Terms & Conditions

These terms govern any removals, packing, storage, or related services you book with MarleyMoves Ltd.

Last updated: 9 September 2026

1. Who we are

MarleyMoves Ltd ("we", "our") is a company registered in England and Wales, company number 15914266, trading from Ash Cottage, Sherborne Causeway, Shaftesbury, SP7 9PX. Our VAT number is 520 2213 58.

2. Quotes and bookings

Written quotes are valid for 30 days from the date issued.
All prices include VAT at 20%.
Your booking is made when you accept your quote and pay your deposit.
Prices are fixed against the scope given in the quote. If the scope changes (more items, an extra service, a different address) we will issue a revised quote before starting. A revised quote replaces the earlier one for the same move, and anything you have already paid carries over. You are never charged twice.
You can book before your completion date is settled. Your date stays amendable until you confirm it (section 4).

3. Your deposit

The deposit is £100 for most moves. If yours is different, the amount is shown on your quote and on the payment page.
The deposit secures your booking and counts towards your final bill.
Until you confirm your move date, your deposit is fully refundable. If you decide not to go ahead, tell us and we will refund it in full, with no conditions.
Deposits can be paid by card, bank transfer or cash. We do not add a card fee.

4. Confirming your move date

This is the point at which your booking becomes firm, and it changes what happens if you later cancel. Please read it before you confirm.

Confirming your date is a separate step. You tick and sign to confirm, either online or with us in person. Nothing here applies until you do that.
From the moment you confirm, your deposit stops being refundable. It still counts towards your final bill.
Confirming also raises a second invoice for 25% of your total price, minus the deposit you have already paid. It is due 7 days before your move. If you confirm later than that, it is due straight away.
If 25% of your price is not more than the deposit you have paid, there is nothing further to pay at this stage.

We ask for this because confirming your date takes that day off our diary. We stop offering it to anyone else, and we hold a crew for you.

5. Changing or cancelling after you have confirmed

More than 7 days before your move, you can change your date free of charge, subject to availability. Everything moves with it, including anything you have paid.
Within 7 days of your move, a change is treated as cancelling the reserved day and booking a new one. We never take a second deposit. Money you have already paid counts towards the new booking.
If you cancel, the most we hold is 25% of your total price. Anything you have paid above that is refunded regardless.
Whether we hold anything at all depends on one thing: whether we re-book the day you had reserved. If we fill it, you get everything back in full. If it stays empty, we hold up to 25% of your price against the day we lost.
Refunds go back by the way you paid, within 14 days of the outcome being known.

We are not trying to catch anyone out with this. If we re-book your day, we have lost nothing and you get everything back.

6. If we cancel or move your date

If we cancel or reschedule your move for any reason within our control, you get a full refund of everything you have paid, immediately and with no conditions.

7. Payment

Your balance is the total price less everything you have already paid. It is due in full before your move day.
We accept bank transfer, card or cash for all payments. Bank transfer is preferred. We do not add a card fee.
If storage is involved, storage charges are covered by a separate storage agreement (section 12).
Late payment may incur interest at the Bank of England base rate plus 4% per annum, and the reasonable costs of recovering it.

8. Signing electronically

Typing your name or signing on screen constitutes your agreement and has the same effect as a handwritten signature. When you sign, we record who signed, how, when, the version of these terms you agreed to, and the device and network address used, and we keep that record as evidence of the agreement.

9. Insurance

Public liability insurance: up to £2.5 million.
Goods in transit insurance: up to £50,000 per load.
Higher-value single items (over £5,000) should be declared before the move so we can confirm adequate cover.
Items you have packed yourself are not covered for packing-related damage. We cover handling damage only.

10. Claims

Any damage must be reported within 7 days of the move, in writing, using the contact details on your quote, supported by photos. Claims are handled directly with us first, and our insurer is contacted for any claim over £250.

At the end of your move our crew record a completion sign-off with you, including anything noted on the day. If you are not present, we email you so you can check your items.

11. Things we don't move

Unless agreed in writing beforehand, we don't transport:

Flammable or hazardous materials (petrol, gas, fireworks, paint thinners).
Illegal items of any kind.
Live animals (we can recommend specialist pet-moving services).
Uninsurable high-value items (cash, bullion, stamp collections, jewellery over £5,000 undeclared).
Open containers of food or liquid.

12. Storage

If we store your belongings, that is covered by a separate storage agreement which you sign at the time. It sets out the rate, how it is billed, access arrangements, and what happens if storage charges go unpaid. Ask us for a copy at any time.

Transport in or out of storage is quoted separately as a removals job.

13. Access and parking

You are responsible for ensuring legal parking and access at both ends of the move, and for being present or represented at collection and delivery. If parking isn't available and significant shuttle time is required, additional charges may apply, agreed with you in writing before any extra work begins. We can apply for parking suspensions on your behalf (with advance notice) at cost.

14. Limitation of liability

Our liability for any claim is limited to the value of the goods in transit policy (£50,000 per load). We are not liable for consequential losses such as loss of earnings or accommodation costs if your completion is delayed. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be limited. None of this affects your statutory rights as a consumer.

15. How we contact you, and your information

As part of arranging your move we send you your quote, reminders about your booking, payment receipts, and a request for feedback afterwards. These are service messages, by email and text.
If an estimator records a video of your home to build your inventory, that video may be processed by an AI provider to list your items. We ask your consent when it is recorded, a manual survey is always available, and the footage is deleted 30 days after your job concludes.
Our crew take photographs during the move as a record of condition. We will not use any photograph or video of your home or belongings for marketing without asking you separately first.
Full detail of how we handle your information is in our privacy policy.

16. Promotional offers

Free boxes offer: customers booking a removal with us currently get free moving boxes, capped at a maximum of 20 boxes per booking.
Boxes are supplied subject to availability and any additional boxes beyond the 20 included are chargeable at our standard rate.
The offer applies to confirmed bookings only and is non-transferable, with no cash alternative.
We can withdraw, amend, or end this offer at any time without notice.

17. Complaints

If something has gone wrong, contact us using the details on your quote and ask to speak to a manager. We aim to respond within 2 working days and to resolve matters directly wherever we can.

18. Governing law

These terms are governed by the laws of England and Wales. Any dispute will be heard in an English court.