Terms & Conditions

Please read through all of our terms & conditions, before you make any booking on our website if there is anything that you do not understand or are concerned about please ring us and we will be happy to discuss them with you.

1. MINIMUM CHARGE

• We have a 2 hours minimum charge on all booking.
• Upon request We provide a free estimate of a quote that can normally be very accurate, however, every job has a different challenge and can be done within the estimated time or it can take longer than expected so the final cost will be supported by the total time spent during your removal/job.

2. EQUIPMENT

• All our vans are equipped with trolleys,blankets, straps, bungee cords,foam mats,tools, mattresses cover, etc.

3. PARKING

• Providing parking is the responsibility of the customer, (try to reserve a space for the van outside before it arrives or call the local council and get a suspension or permit where necessary). If there is no parking pre-arranged any parking fines received on the day or by post after few weeks that we have completed your move will be the the customer responsibility to pay the fine at the end of the job or when we receive it.

4. CONGESTION CHARGE ZONE

• If you are travelling within the Congestion Charge Zone every day between 07:00am -6:00pm you must pay £15,00.

5. ULTRA LOW EMISSION ZONE (ULEZ)

• If you are travelling within the Ultra Low Emission Zone you must pay 12,50.

6. All CHARGES

• Toll Roads Charges,Ferries Charges,Parking Charges,Penalty Tickets are not included in the cost.

7. PAYMENT REQUIREMENTS

• Payment must to done as soon we unload the van as any delays with the payments will increase the total service time for which you pay.

8. NON – PAYMENT

• Upon non-payment to a driver we reserve the right to register your details in various blacklists, to ban you from our website and to disclose your details to law enforcement authorities.

9. PROHIBITED GOODS

• Certain goods may not be transported due to their hazardous, dangerous or illegal nature(“Prohibited Goods”). If you are unsure of the legality of your goods, you must not book on our website.
• The following items are specifically excluded from coverage and will not be moved without prior written agreement. If you sent the goods without our knowledge and prior written agreement, we will not be liable for any loss or damage:

1. Potentially dangerous, damaging or explosive items.
2. Goods likely to encourage vermin or other pests or to cause infection.
3. Refrigerated or frozen food or drink.
4. Any animals and their cages or tanks including pets, birds or fish.
5. Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs, perishable goods or any kind of explosives.
   Or
6. High value items, Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.

10. EXCEEDS THE ORDER TIME

• We charge in 30 – minute blocks however regardless of whether we can stay longer, it depends of the time of next booking with another customer. Therefore, please use the most accurate estimate of loading and unloading time and do not underestimate the time needed for moving.

11. NO LIFT OR ELEVATOR IN OPERATION

• If there is no lift in operation
  we charge for flooring £5 per level per person carrying the goods up.

12. TERMS & CONDITION ACCEPT

• By pressing the button book now you accept or terms & conditions and all confirmed orders are subject to the terms and conditions.

13. UNFORESEEN CIRCUMSTANCES

• We reserve the right to add extra costs due to unforeseen circumstances (e.g.: waiting for keys or gaining entry, incorrect addresses, removal of windows and so on).
  If you pay us by hour the extra costs will be the same hour rate that you have agreed with us.
  If you pay us as fixed price the extra costs will be £130 per extra hour exceeded.

14. CANCELLATION & REFUNDING

• We charge 30% as deposit payment.

• We do not offer refunds for cancellations, since a cancellation may cause us to lose other booked jobs. Instead, we can hold your payment and apply it to a future booking when you’re ready to proceed.

• If you wish to postpone your booking, we retain the right to hold any money paid until you reschedule and the funds are applied to the future booking. If you eventually choose to cancel the booking, the cancellation policy above will apply.

• Please DO NOT leave information i about cancelling your order on voicemail, as this form of cancellation will not be accepted. Please make sure you inform us in writing (Email or Text).

15. STAFF ABUSE

• Verbal or threatening behavior will not be tolerated. If the driver is forced to leave the job because of abuse from the customer verbal or otherwise the customer will still be liable to pay in full.

16. ARRIVAL – DELIVERY TIMES

• We will do our best to arrive within the time scale stated, however arrival times are estimated. Delays to pick-up/delivery times are sometimes unavoidable (due to traffic, accidents, weather etc).
  We do not accept any responsibility for any customer loses due to unforeseen or out of our control delivery/pick-up delays.

17. CHANGES IN ITEM NUMBERS

• You may incur extra charges if the actual amount of items on the day exceeds the amount of items that were included in your quote. A couple of boxes more would not normally cause a problem, however if you have under-estimated your items by more than this the driver will add on an extra charge depending on the amount of items and time taken to load them. We also reserve the right to limit the amount of goods to the amount quoted in the booking.

18. VAN SIZES

• Please make sure to select the appropriate van size for all items you are moving, sometimes we may send you a larger van but allowed loading space is for the van size you ordered unless you want to upgrade the van size.

19. YOUR PACKING RESPONSIBILITIES

• We accept no responsibility for damage or breakage to items that have not been packed / protected by us.
  So if you don’t require a parking service please make sure all your belongings are well packed.
• We do not recommend assistance during the move, if you friends, family are involved in the moving we will not take any responsibility for any damage caused during the move.
• It is the customers responsibility to ensure that items will fit in the new premises (eg: size of sofa and size of aperture) Our removal drivers will not be insured to remove doors or windows in such cases and it is up to the customer to find a specialist if needed.

20. AWKWARD ACCESS

• You may incur extra charges if you have not informed us of awkward access.
• Awkward access can include, no vehicle access, no parking available in close proximity to the property and cramped stair and hallway conditions where large items of furniture such as sofas will not fit.
• We may deny to take items which are difficult to get in or out of property in case we haven’t been informed about such issue in advance.

21. CUSTOMERS RESPONSIBILITY

• It is the customer’s responsibility to dismantle items before drivers arrival, unless this service has been requested.
• All our drivers carry basic tools, but you must announce upfront that you will neeed them to dismantle furniture.
• It is the customer’s responsibility to fill the correct details of the move ( including contact details). In case the customer doesn’t enter all move parameters correctly (like additional flight of stairs, additional stops, additional times), additional costs will be calculated on the end of the service.
• It is the customer’s responsibility to make sure all the required items are loaded in the van. Drivers does not take responsibility for items that are forgotten at the collection address.
• If the customer needs to travel in the van (considering the available seats), it is customer’s responsibility to let us know that they need to travel in the van.
• If the customer wants to change the pick-up time to a confirmed booking we cannot guarantee availability so please contact us.

22. GOODS IN TRANSIT INSURANCE

• Our Goods in Transit insurance cover up to £10,000 Insurance applies only if you provide “INVENTORY LIST” – list of all items you are moving including value. This is the responsibility of the customer to ensure extra insurance is arranged if required.
• If you don’t require packing service please make sure to protect all items to avoid any damage as our insurer will not cover any damage during the transit for unprotected items.
• Our insurer will not cover any losses if your property was unsecured and prepared for transport, and the client’s wish was not to secure things in order to save on time and moving cost.
• If you notice any damage, please report to our office before our team leave, so they can make an evidence of damage for insurance purposes.
• Please note that if our team leaves the site and no damage has been reported we will not take any responsibilities for damages.
• If you need to contact us in regards current order, please CALL, or TEXT please DO NOT leave voicemail and inquiry on 07446526632 or Send us a email on info@mariovans.co.uk

23. TV Transport Policy