Legal

Terms & Conditions

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

Last updated: 25 October 2026

Your attention is drawn to section 7, which explains what happens if you change or cancel your move, and to your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Who we are

Marley Moves ("the Company", "we", "us", "our") is the business named on your quote. Our registered company details are set out at the end of these terms.

We trade under more than one name and may share crews and vehicles between them (section 20). Whichever trading name, logo and contact details appear on your quote, these terms apply and your contract is with the company named at the end of them.

2. Words we use

"You" and "your" mean the customer named on the quote, or the person the customer has authorised to act for them.
"Quote" means the written quotation we sent you, including the inventory, the services listed and the price.
"Move date" means the date on which we are booked to carry out the work, as shown on your quote or as later changed in writing.
"Confirmed" means you have completed the separate date-confirmation step described in section 5.
"Working day" means Monday to Friday excluding bank holidays in England.
Days in section 7 are calendar days, counted in UK time.

3. Our quotation

Our quote is free and places you under no obligation. It is valid for 30 days from the date issued.
All prices in these terms and on your quote include VAT at 20%.
There is no weekend or bank-holiday surcharge. The day or season affects availability, not the price.
Except as set out in the next point (for example, if the work is not carried out within three months of acceptance), the price is fixed against the scope described in the quote: the addresses, the access described, the inventory, and the services listed. If the scope changes (more items, an extra service, a different address, different access) 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.
We may change the price, or make additional charges, where circumstances apply that were not taken into account when we prepared the quote. These include where:
you do not accept the quote within 30 days, or the work is not carried out within three months of acceptance;
we have to collect or deliver goods above the first floor, and this was not in the quote;
you ask for some or all of your goods to be collected from, or delivered out of, our storage (always arranged through us);
we supply additional services, including packing, dismantling or reassembly, disposal, storage, or extra trips, that were not in the quote;
the stairs, lifts, doorways or approach are not adequate for free movement of the goods without mechanical equipment, or our vehicle cannot legally park within 20 metres of the entrance;
we have to pay parking or other fees to carry out the work;
there are delays or events outside our reasonable control that extend the time or resources needed, unless you have taken the Key Wait Waiver in section 11;
you or your representative were not available at the agreed time to give us access;
we agree in writing to accept a higher limit of liability than the standard limit in section 16.
Charges that cannot be calculated in advance, such as waiting time or dismantling that was not requested at acceptance, are invoiced after the move and are due within 7 days.

4. Booking, and your deposit

Your booking is made when you accept your quote and pay your deposit, unless we have agreed account terms with you (business customers, section 6).
The deposit is £100 for most moves. If yours is different, the amount is shown on your quote and on the payment page. For a move priced at or under £300 the whole price is taken as one payment at acceptance. For a move fewer than 7 days away at acceptance, the payment at acceptance is 25% of the price, or the deposit if that is higher.
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 before you confirm, tell us and we will refund it in full, with no conditions.
You can book before your completion date is settled. Your date stays amendable until you confirm it.

Man & Van jobs. A Man & Van job is one shown as Man & Van on your quote. For these jobs the following replaces the deposit, confirmation and balance rules in this section and sections 5 and 6, and the cancellation and postponement rules in section 7:

Priced at or under £300. When you accept your quote you pay £50, or the job price if that is lower, which secures your date and counts towards the price. The rest is due 7 days before the job. If the job is fewer than 7 days away when you accept, the full price is due straight away.
Priced over £300. When you accept your quote you pay a £100 deposit, which secures your date in place of the 25% payment in section 5 and counts towards the price. The rest is due on or before the day of the job.
Changing the date. For any Man & Van job you can change the date free of charge, subject to availability. What you have paid moves to the new date, and the new date is fixed only once we confirm it.
Cancelling, at or under £300. Cancel before the day of the job and we refund everything you have paid. Cancel on the day of the job and we keep £100, or the total you have paid if that is lower, and refund the rest. We do not send a further bill.
Cancelling, over £300. Cancel 7 days or more before the job and we refund everything you have paid, including the deposit. Cancel fewer than 7 days before and we keep only the £100 deposit and refund anything else you have paid.
Business customers. We do not take an upfront deposit on a business Man & Van booking, and any account terms we have agreed with you still apply. If you cancel with fewer than 7 days' notice, we invoice £50, or the job price if that is lower, for a job priced at or under £300, and £100 for a job priced over £300.

5. 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. The cancellation charges in section 7 apply only once you have confirmed, and only inside 7 days of your move date.
When you ask us to confirm a date we will treat it as set. If your completion date is not yet certain, tell us before you confirm.
Once you have confirmed, cancel 7 days or more before your move date and everything you have paid, including your deposit, is refunded in full. Cancel or postpone inside 7 days and the charges in section 7 apply. Everything you pay 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 and vehicles for you.

6. Paying the balance

Your balance is the total price less everything you have already paid. It is due in full before your move day, on the date shown on your balance invoice.
We accept bank transfer, card or cash for all payments. Bank transfer is preferred. We do not add a card fee.
Business customers (where the quote is in a company or trading name, or the move is in the course of a business) pay no deposit and no commitment. We invoice on completion, and the invoice is due on the payment terms shown on the quote.
You may not withhold any part of the agreed price.
Late payment may incur interest at the Bank of England base rate plus 4% per annum, and the reasonable costs of recovering it.
Any refund due to you goes back by the way you paid, within 14 days of the outcome being known.

7. Changing or cancelling your move

Your rights under the Regulations. Where you booked at a distance (online, by phone or by email) the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers a right to cancel most contracts within 14 days. That right does not apply to a contract for the transport of goods that provides for a specific date or period of performance, which is what a booked removal or clearance is. The rights and charges below apply instead.

Postponing your move.

7 days or more before your move date, you can change your date free of charge, subject to availability. Everything moves with it, including anything you have paid.
Once your move date is confirmed, fewer than 7 days before your move date, a change is treated as cancelling the reserved day and booking a new one. The 25% cancellation charge below applies to the reserved day, and anything you have paid above that charge counts towards the new booking. We never take a second deposit.

Cancelling your move. The charges below are a percentage of the price on your quote. They apply whether or not a deposit was paid, and whether or not we later re-book the day. They are the maximum we apply, and we may reduce them at our discretion.

7 days or more before your move date, whether or not you have confirmed it: no charge. Everything you have paid, including your deposit, is refunded in full.
Once your move date is confirmed, fewer than 7 days, including the day before, on the day or after work starts: 25% of your total price.
Where a cancellation charge applies, the amount still due is 25% of your total price, minus any amounts already received. Any shortfall is invoiced and due within 7 days. Any amount received above the cancellation charge is refunded.
The Key Wait Waiver in section 11 is refundable if you cancel up to and including the day before your move.
Please tell us in writing (email is fine) as soon as you know you need to change or cancel. The charge is fixed by the day we receive your notice.

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.

8. Work not included in the quote

Unless it is listed on your quote or agreed by us in writing, we do not:

dismantle or reassemble furniture (see section 9 for what we can do and what it costs);
disconnect, reconnect, dismantle or reassemble appliances, fixtures, fittings or equipment, including gas, water and electrical items;
take down anything fixed to a wall or ceiling, including TVs, TV brackets, curtain poles, tracks, blinds and shelving;
take up or lay fitted floor coverings;
move items from a loft unless it is floored and lit, has a fixed ladder, and we have agreed it in writing in advance;
move or store any item listed in section 14;
clear rubbish or unwanted items, unless a clearance is on your quote.

Our crew are not qualified to carry out electrical, gas or plumbing work. Please arrange a suitably qualified person for those jobs.

9. Dismantling and reassembly

We can dismantle and reassemble most freestanding furniture. It is charged per item and shown on your quote when you ask for it:

bed frame: £90;
dining table or desk: £48;
bookcase, wall unit, chest of drawers or dressing table: £60.

Divan beds and sofas that only need their feet removed are not charged.

Tell us when you accept your quote whether you would like us to do any dismantling and reassembly that is needed, or whether you will do it yourself. You can tick the specific items, or simply tick that you would like us to do whatever is required.
If you have not asked us to do it, everything that needs dismantling must be dismantled before we arrive. If it is not, we cannot promise we will have the capacity to do it on the day. If we do, we may charge up to 50% more than the per-item prices above, because of the effect on the planned crew and timings.
Where we do dismantle and reassemble: the original instructions, tools and fixings must be available to the crew. Without them we may not be able to do the work, and additional charges may apply.
Some items can only be dismantled and reassembled if you sign a waiver, because the process may leave them less stable than before, and we will not be liable for the result: furniture with a tacked or non-solid back (you must supply new tacks), items that have been modified, glued, repaired or assembled other than to the original instructions, and antique or bespoke wooden bed frames.
We do not dismantle or reassemble fitted or fixed furniture (built-in wardrobes, kitchen units), new flat-pack furniture, system furniture such as IKEA PAX and modular wardrobes, trampolines, sheds, summerhouses, playhouses, climbing frames, or anything fixed to a wall.

10. Packing and materials

If we are packing. You do not need to pre-pack or label. The crew will ask you to keep aside anything you are taking yourself (valuables, documents, medication, overnight items) in one clearly identified place. If the rooms in your new home differ from your current one, tell the crew how to label so boxes land in the right room.

If you are packing. You must have finished packing before we arrive, apart from last-minute items on the morning of the move. Use removal-grade boxes of a consistent size, fill them to the top, seal them, and label each with the destination room and whether the contents are fragile. Wrap fragile items individually and protect them with padding. Keep boxes to a weight one person can lift. Items in boxes you pack yourself are generally excluded from breakage cover. This exclusion does not apply where damage is caused by our negligence or breach of contract. The fragile-item exception and applicable limits are explained in section 16. Your statutory rights are unaffected.

Free boxes. Each booking can have up to 40 removal boxes and up to 2 rolls of tape free of charge, subject to availability. They go out once you have accepted your quote and paid your deposit (or paid in full for a move priced at or under £300). If you then cancel your booking, or do not go ahead with us, boxes we have delivered are charged at £1.80 each, unless you return them to us unused and undamaged. The offer is non-transferable, has no cash alternative, and we may withdraw or change it at any time without notice.

Other materials. Standard boxes beyond the free allowance are £1.80 each. Larger boxes are priced on your quote. Wardrobe boxes to keep are £18 each. Further tape, bubble wrap and packing paper are priced on your quote. Unused boxes and unopened tape or paper handed to the crew on the day, or returned to us within 7 days, in the condition supplied, are not charged. We collect used boxes free of charge within 14 days of your move and within 10 miles of our depot, provided they are flat-packed, have been kept dry and are in reusable condition; beyond that distance you are welcome to drop them to us.

Loan equipment. TV and picture covers, sofa, chair and mattress covers, and hanging wardrobe boxes are for use on the day only and go back on our vehicle after unloading. Have somewhere ready for hanging clothes at the new property. Wardrobe boxes you would like to keep are priced under "Other materials" above.

11. Access, parking and timing on the day

The quote assumes our vehicle can park legally within 20 metres of the entrance at each address, and that goods move freely through doors, stairs and lifts without mechanical equipment, at ground and first floor. Longer carries, stairs above the first floor, restricted or inadequate access, and shuttle runs with a smaller vehicle carry additional charges, which are shown on your quote or agreed with you in writing before extra work begins.
You are responsible for legal parking and access at both ends of the move, including permits and parking suspensions. With enough notice we can apply for a suspension on your behalf, at cost. Parking fines we incur because no arrangements were made are recharged to you.
The quote is based on work between 08:00 and 17:00 Monday to Friday unless it says otherwise.
Completion-day moves. We plan to start unloading by 2 pm at the latest. If unloading cannot start by 2 pm because keys have not been released, or for any other reason outside our control, waiting time is charged at £36 for each crew member attending your move, per hour or part hour. You can ask us at any time before your move how many crew are booked. Reasons include waiting for keys, chain or solicitor delays, extra items being added, packing not being finished, previous occupants still in the property, and requests to reposition items beyond what is reasonable. Normal travel time between properties is already in the quote and is never charged as waiting.
Key Wait Waiver. Alternatively you can take our Key Wait Waiver. It covers keys released between 2 pm and 6 pm, so no waiting time is charged in that window, whatever the size of your crew. Its price depends on the price of your move and is shown on your quote: for a move priced up to £1,200, £48; over £1,200 and up to £2,500, £90; over £2,500 and up to £6,000, £144; for a move priced over £6,000, the waiver is available on request and its price is shown on your quote. It can be added at booking or at any time up to the day of the move. It is not refundable if keys are released by 2 pm.
After 6 pm. If unloading cannot start by 6 pm, the waiver (if taken) ends and section 18 applies: we decide, based on the size of the move, the location and the crew's hours, whether we can unload any of the goods, and otherwise take them into store overnight and redeliver on the next available day. Storage, redelivery, and any extra travel are charged to you.
If an additional journey is needed for any reason outside our control, we charge the extra travel time and mileage.

12. Your responsibilities

It is your responsibility to:

declare to us, in writing, the value of the goods we are moving. If the true value is higher than you declared, our liability under section 16 is reduced in the proportion your declared value bears to the true value;
tell us before the move about any single item worth more than £5,000, so we can confirm cover;
where the total value you declare is £25,000 or more, or you take the higher limit in section 16, list every item worth more than £500 with its value, so that it can be recorded on your quote and confirmed when you sign. We do not value your belongings for you, and our insurer will not pay for an item worth more than £500 on such a move unless it appears on a valued list you signed before the move started;
obtain, at your own expense, any permits, permissions or licences needed for the work;
be present, or represented by someone with authority, at the agreed times at both addresses, or give us access by keys, a keysafe or an agreed third party;
sign the inventory, job sheet, condition notes and completion sign-off when asked, as confirmation of collection and delivery;
carry out the final walk-through. Before the crew leaves the collection address they will ask you or your representative to walk every room, cupboard, loft, shed, garage and outbuilding and confirm that everything to be moved has been loaded and nothing has been taken in error. Once you have confirmed, we cannot accept liability for items later reported as left behind, the full price remains due, and a return trip is charged. If we genuinely miss an item that was presented for loading, we will put it right promptly and reasonably;
arrange proper protection for goods left in unoccupied or unattended premises, or where tenants, tradespeople or other people will be present;
prepare and stabilise appliances and electronic equipment before the move, and check them after unloading and before first use;
empty, defrost and clean fridges and freezers. We are not responsible for their contents;
drain petrol and oil from mowers, strimmers and similar equipment. We cannot move them otherwise;
have gas and electrical appliances disconnected by a qualified person before we arrive;
give us a contact address, email and phone number for the move, and tell us if they change;
make sure access is clear of obstacles and hazards, and safe for our crew and vehicles;
if you are packing yourself, have everything packed, sealed and labelled before we arrive (section 10);
plan where furniture will go at the new property, check it will fit, and be there (or leave a plan) to direct placement. If nobody is there to direct, the crew will place items as sensibly as they can, and moving them later is charged if time allows;
keep anything that is not to be moved clearly separated or marked, and tell the crew about it on arrival;
tell us if anything included when we quoted is no longer available or has changed.

Other than where we have been negligent or in breach of this contract, we are not liable for loss, damage, costs or additional charges that arise from your not meeting these responsibilities, and we may charge for the extra work or time they cause.

13. Our responsibilities

We will provide the services set out in your quote, with reasonable care and skill.
We will not move items you have clearly marked as staying behind.
We will take all reasonable steps not to damage your property, provided you have met your responsibilities to us. If we cause accidental damage we will take responsibility for putting it right, ourselves or through suitable tradespeople, as set out in section 16.
We will deliver your goods to you undamaged, meaning in the same condition as when they were packed or made ready for transport. Where we packed them, that means their condition immediately before we packed them.
If we fail in these responsibilities we will, subject to sections 14, 16 and 17, compensate you for that failure.
We will not be liable where sections 8, 12 or 14 apply, unless the loss or damage was caused by our negligence or breach of this contract.

14. Goods we do not move

Unless we have agreed in writing beforehand, the following must not be included in your move, and will not be moved by us:

fuel, petrol, diesel, oil, gas bottles, aerosols, paint, solvents, fireworks, explosives, chemicals, asbestos, and any radioactive, toxic, corrosive or otherwise dangerous material (this includes fuel and oil left in mowers and garden machinery);
firearms, ammunition and weapons;
illegal or stolen goods, drugs, counterfeit goods, and anything needing a special licence or government permission;
cash, bullion, jewellery, watches, precious stones and metals, deeds, bonds, securities, stamps, coins and similar collections;
food, drink, open containers of liquid, perishable items, and anything that needs refrigeration or a controlled environment;
live animals, birds, fish and insects. We can recommend specialist pet movers;
plants. We may agree to transport them, but at your risk, and we accept no liability for the plants or for damage or infestation they cause to other goods;
goods that are infested, damp, mouldy, show evidence of woodworm, or are likely to attract vermin or cause contamination.

If you include such items without our knowledge we will make them available for you to collect, and if you do not collect them within a reasonable time we may dispose of them lawfully. You will reimburse any charges, costs, damages or fines we incur as a result. If we do agree in writing to move any of these items, we accept no liability for them unless we have been negligent or in breach of this contract.

15. Ownership of the goods, and your authority

By entering into this contract you confirm that:

the goods are your own property, or the people who own or have an interest in them have authorised you to make this contract and know these terms;
if you are acting for someone else, you told us who they are and on what basis before you accepted the quote. If you did not, nobody else can claim a benefit under this contract;
you will reimburse us for any claim, damages or costs brought against us if either of these is untrue.

16. Insurance and our liability

We hold public and products liability insurance up to £2,000,000, goods in transit insurance, employers' liability insurance up to £10,000,000, and motor fleet insurance for our vehicles.

Standard limit. Our liability for loss of or damage to your goods in breach of section 13 is limited to £25,000 for each vehicle carrying your goods.

Higher limit. We can accept liability up to £50,000 for each vehicle carrying your goods for a fixed charge of £90 once per move, shown on your quote. This charge applies the higher limit to each vehicle on that move. It must be agreed in writing before the move date. The limit cannot be increased once your goods have been loaded. If you take the higher limit, the valued list in section 12 applies: every item worth more than £500 is listed with its value on your signed quote. If the goods carried in any one vehicle are worth more than £50,000, please arrange your own insurance for the excess, or ask us before the move.

How a claim is valued. Our liability is the cost of repairing the item or replacing it, whichever is the lower, taking its age and condition immediately before the loss or damage into account, up to the cover limit. Where the item is part of a pair or set, we pay for that item alone, not for the pair or set. If the true value of your goods is higher than you declared, our liability is reduced in proportion (section 12).

Items over £5,000. A single item worth more than £5,000 that was not declared before the move is covered only up to £5,000.

Items over £500 on larger moves or the higher limit. Where the total value of your goods is £25,000 or more, or you have taken the higher limit of £50,000 per vehicle (whatever value you declared), our liability for any single item worth more than £500 that was not listed with its value on your signed quote (section 12) is limited to £500.

What is not covered. Other than where we have been negligent or in breach of this contract, we are not liable for loss of or damage to:

the contents of any box, package or container that we did not both pack and unpack. Breakage inside boxes you pack yourself is generally excluded, subject to the negligence or breach qualification above and the fragile-item exception below; we cover handling damage;
china, glass and fragile items that we did not both pack and unpack, unless the damage would have happened however well they were packed, in which case our liability is limited to £100 per box or the actual value, whichever is lower;
electrical or mechanical equipment, appliances, clocks, computers and instruments where there is no evidence of external damage;
anything left inside furniture, drawers, wardrobes or appliances;
items listed in section 14, and any item with a pre-existing defect or that is inherently fragile;
normal wear and tear, gradual deterioration, leakage or evaporation;
damage caused by damp, mould, mildew, rust, moth, vermin or insects, or by a change in atmospheric or climatic conditions;
cleaning, repair or restoration work we did not arrange;
loss or damage caused by war, terrorism, civil unrest, industrial action, government restriction, national emergency, radiation, cyber attack, or any other event outside our reasonable control.

Damage to your property. If we cause damage to premises or to property other than the goods we are moving, as a result of our negligence or breach of this contract, our liability is limited to making good the damaged area. Because other people are often present at collection and delivery, you must point out any such damage to the crew and have it noted on the job sheet or completion sign-off before the crew leaves. If we move an item under your instruction, against our advice, where moving it that way is likely to cause damage, we are not liable for the result.

Other limits. We are not liable for delays (section 18), for consequential loss of any kind (for example loss of earnings, or accommodation costs if your completion is delayed), or for loss of data. No individual employee of ours is separately liable to you under this contract. Completion of the move does not affect your right to report a claim under section 17.

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. Nothing in these terms affects your statutory rights as a consumer.

17. Claims

Any loss or damage must be reported to us in writing, using the contact details on your quote, as soon as you discover it and within 7 days of delivery, subject to the extension and late-reporting provisions below, supported by photographs, a description, and proof of value (a receipt, valuation or similar).
If goods are handed over to you or your agent from our storage (always arranged through us), the 7 days run from the day they were handed over.
At the end of your move the 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. Damage to premises must be noted at the time (section 16).
Claims are handled directly with us first. We respond within 14 days of receiving your claim. Claims over £250 are referred to our insurer.
If you cannot meet the 7-day limit, write to us within those 7 days asking for an extension and explaining why. We will not refuse a reasonable request.
If circumstances prevent you from reporting within 7 days or requesting an extension in that time, tell us as soon as reasonably practicable, explain the delay and provide any supporting evidence reasonably available. We will consider the circumstances and will not reject a claim solely because it was reported late where there is a reasonable explanation for the delay. This does not affect your statutory rights.

18. Delays in transit, and if our vehicle breaks down

We are not liable for delays in transit caused by things outside our control, such as traffic, weather, road closures, keys not being released, or the chain, unless the delay was caused by our negligence or breach of this contract.
If our vehicle breaks down while carrying your goods, that is our problem, not yours. We arrange recovery and either transfer your goods to another of our vehicles at the roadside, where it is safe to do so, or recover the vehicle to our garage and transfer them there. We deliver the same day wherever we can, and otherwise on the next working day, keeping your goods in our care and under section 16 throughout, and overnight in a locked vehicle inside a secure compound or in a locked building. You are not charged for the recovery, the transfer, the extra mileage, any overnight storage or the redelivery, and no waiting time applies to time lost to our breakdown.
If our breakdown means your goods cannot be delivered on the day and you are left with nowhere to stay as a result, we reimburse reasonable overnight accommodation up to £200 against receipts. Beyond that, section 16 applies: we are not liable for consequential loss, including loss of earnings or costs arising from a delayed completion.
If, through no fault of ours, we cannot deliver your goods (for example because keys are not released by 6 pm, or the property is not ready) we will take them into store. The contract is then fulfilled, and storage, redelivery and any additional service are charged to you.
Whether the crew can unload any part of the load before leaving, when they leave, and when they return, is our decision, based on the size of the move, the location, what your conveyancer tells us, the crew's working hours, and vehicle availability on the following days.

19. Our right to hold your goods

We may hold some or all of your goods until you have paid everything due under this or any other contract with us, including charges we have paid on your behalf. While we hold them you remain liable for storage and the costs of holding them, and these terms continue to apply. If the charges stay unpaid, the procedure in our Storage Agreement Terms for unpaid storage charges applies, with written notice before any sale or disposal.

20. Our crews and the route we take

We do not subcontract your move. Our own crews carry out the work.
We trade under more than one name and share crews and vehicles across them, so a crew or vehicle carrying one of our other trading names may attend your move. Your contract, your price and these terms do not change.
We choose the method and route by which we carry out the work. Unless your quote says otherwise, spare space on our vehicles may be used for other customers' consignments.

21. 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.

22. 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 we aim to delete the footage within 30 days after your job concludes.
Our crew take photographs and short videos during the move, as a record of condition and to show our work. We may use photographs and videos that do not show you, your address or your personal documents in our marketing, including on our website and social media. If you would rather we did not use any from your move, tell us at any time, before or after the move, and we will not use them and will remove any already published.
Full detail of how we handle your information is in our privacy policy.

23. Health and safety, and use of your facilities

We may refuse or stop work where access is unsafe, an item is hazardous or beyond safe lifting limits, or conditions put our crew at risk. Customers may not enter our vehicles.
While working at your property our crew may need to use your toilet and refill their water bottles. They will ask where they can. If that is not possible, or only certain facilities can be used, please tell us a couple of days in advance so we can plan around it.
Our crew are entitled to a safe working environment. Please do not smoke or vape in the property while they are working there.

24. Clearances

Where your quote includes a clearance (removing unwanted items from a property for reuse, recycling or disposal), these terms apply with the following additions.

Items we clear become our property when we remove them, for us to reuse, sell, recycle or dispose of lawfully. Unless your quote says otherwise, no payment is made to you for their value. We hold Environment Agency waste carrier registration CBDU655761 and dispose of waste in accordance with it.
The price on your quote assumes the items we saw, or were told about, when we quoted are still there on the day. If items have gone, or others have been added, we will adjust the price before we start.
Items containing personal information (paperwork, computers, phones, drives) are your responsibility to remove or destroy before we arrive. If you ask us to deal with them, secure destruction is an extra shown on your quote.
Anything you want to keep must be clearly marked or removed before we start, or pointed out to the crew on arrival. Once an item has been loaded as part of a clearance it is ours, and we cannot promise to return it.
Section 14 applies: hazardous, illegal and prohibited items cannot be cleared. Section 16 applies to any damage to your property during a clearance. Because cleared items become ours, we accept no liability for the items themselves.
The deposit, confirmation and cancellation rules in sections 4 to 7 apply to a clearance in the same way as to a removal.

25. Storage

If we store your belongings, that is covered by a separate Storage Agreement which you sign at the time. It sets out the product, the rate, how it is billed, how we return items to you, 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.

26. Complaints

If something has gone wrong, contact us using the details on your quote and ask to speak to a manager. Please inspect the work as soon as you can after the move so that we can put things right quickly. We aim to respond within 2 working days and to resolve matters directly wherever we can. This does not affect your right, or ours, to take the matter to court.

27. Governing law

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

28. Questions

Marley Moves is a trading name of MarleyMoves Ltd, a company registered in England and Wales, company number 15914266, VAT number 520 2213 58, Environment Agency waste carrier registration CBDU655761, of Ash Cottage, Sherborne Causeway, Shaftesbury, SP7 9PX.