MNM Removals – Terms and Conditions

At MNM Removals, we are committed to providing exceptional service to our customers when moving home. Our terms and conditions outline the rights, responsibilities, and obligations of both our company and our customers.

If you have any questions or concerns regarding these terms, please do not hesitate to contact us. Our team is happy to assist you.

For clarity:

  • “You” or “your” refers to the customer.
  • “We,” “us,” or “our” refers to MNM Removals.

1. House Removal Terms and Conditions

1.1 Quotations from MNM Removals

  1. A booking agreement is confirmed only when we receive a 20% non-refundable deposit and send you confirmation via email or text message from mnmremovals.co.uk.
  2. Our quotations are based on several factors, including the volume of items to be moved, the mileage, the number of vehicles and movers required, property access, and the specific services requested. Please provide all relevant information when booking (e.g., number of rooms, property access restrictions, presence of stairs, additional destinations, and potential delays). Additional charges may apply if key details are not disclosed at the time of booking.
  3. Our prices do not include additional costs such as parking fines (if the customer fails to provide parking), pre-paid parking charges, tolls, congestion charges, ferry charges, or any other expenses due to customer negligence.
  4. If the vehicle provided is not large enough to accommodate all your belongings, requiring extra trips, additional vehicles, or movers, the customer will need to cover the extra costs.
  5. National and international removal quotations vary due to additional expenses such as tolls and ferry charges. Booking international removals in advance may result in cost savings.
  6. Due to unforeseen circumstances such as traffic or road incidents, our drivers may require up to two hours from the designated booking time to arrive at your location.
  7. If your move exceeds the estimated duration or extends beyond our standard working hours (9:00 AM to 6:00 PM, with a final cut-off at 8:30 PM), we reserve the right to amend your quotation.
  8. If the new property keys are delayed by more than one hour, a charge of £40 per hour will apply. If delays exceed this, your belongings may be moved into our storage facility, and storage fees will apply. A new removal quotation will be required for redelivery.
  9. If we cannot park within 10 metres of your property and additional labour or smaller vehicles are needed, extra charges will apply. Please inform us in advance to avoid unexpected costs.

2. Customer Responsibilities

  1. Customers must arrange parking as close to the collection address as possible, either privately or through the local council.
  2. Customers are responsible for any parking fines or charges incurred during the move.
  3. We do not move items through windows or balconies. Ensure all large furniture fits through doorways and into the new property.
  4. All items must be packed and ready before our team arrives. If items are still being packed upon our arrival, delays may result in additional charges.
  5. Customers making claims must provide proof of purchase or value (e.g., receipts, invoices, or repair estimates). We cannot process claims without proof of ownership.
  6. Customers must inspect their property for damages before our team leaves. We cannot accept claims once the job is completed and our movers have left.
  7. Customers are responsible for ensuring all items are offloaded from our vans. If an item is reported missing after we have left, we are not liable for its loss.
  8. Freezers and fridges must be defrosted and dry before the move. We cannot transport wet or dirty items unless a waiver is signed, and such items will not be covered by insurance.
  9. For safety reasons, children must be kept away from moving operations.
  10. A customer representative must be present at all properties during the move. If no one is present, our movers will place items in the most appropriate location.
  11. If you anticipate a delay in receiving your new keys, inform us in advance to avoid unexpected charges.

3. Ownership of Goods

  1. Customers must have legal ownership of all items being moved.
  2. Valuable and personal items (money, passports, car keys, bank cards, mobile phones) must be kept by the customer at all times.
  3. If you request us to move items that do not belong to you, we reserve the right to cancel the booking, and you will be liable for all costs.

4. Bookings & Payments

  1. Bookings are subject to availability and may be rescheduled if necessary. We will notify you if rescheduling is required.
  2. Same-day bookings are not guaranteed. If unavailable, we may need to cancel or reschedule.
  3. Online bookings must be confirmed verbally with MNM Removals, and a deposit is required to secure the booking.
  4. Customers must confirm bookings within 7 days of the removal date.

Payments

  1. A 20% non-refundable deposit is required for bookings over £300.
  2. Full payment must be made before loading begins.
  3. Late payments incur a £35 daily fee after one week.
  4. Failure to pay may result in your items being held in storage for 14 days. After this period, items will be disposed of.
  5. Less than 24 hours before the removal was due to start: the removal fee is non-returnable.
  6. Unless otherwise agreed by us in writing, payment is required by cleared funds in advance of the removal or storage period.
  7. You may not withhold any part of the agreed price.

 

5. Cancellations

  1. Cancellations made within 24 hours of the move are subject to a 100% cancellation fee.
  2. If a booking is cancelled due to the customer failing to arrange parking, they will be charged for 100% Cancellation Fee.
  3. If you postpone or cancel a firm booking, the following charges apply based on the notice given:
    • More than 10 working days: No charge.
    • Between 5 and 10 working days: Up to 30% of the removal charge.
    • Less than 5 working days: Up to 60% of the removal charge.
    • Within 24 hours: Up to 100% of the removal charge.
    • On the day of the move or after work has commenced: 100% of our charges.
  4. We reserve the right to cancel bookings due to:
    • Unsecured or unpaid bookings.
    • Incorrect booking details.
    • Disrespectful behaviour towards our staff.

Deposits are non-refundable.

6. Insurance & Claims

  1. We provide Public Liability Insurance to cover damages caused by our services.
  2. Goods in Transit Insurance covers up to £50,000 per vehicle load.
  3. Customer claims must be submitted within 24 hours of delivery.
  4. A £300 + VAT excess fee applies to all claims.
  5. Items packed by the customer are not covered by our insurance unless they follow our recommended packing methods.
  6. High-value items (over £500) must be listed on an inventory form provided by our team.
  7. Claims take up to 29 days to process with our insurers.

7. Other Terms

  1. We do not accept jobs requiring items to be moved through windows or balconies.
  2. Pianos and other heavy items must be on the ground floor. If this is not the case, the job may be cancelled or additional charges applied.
  3. If any items are left in our vehicles, they must be collected within 7 days.
  4. Customers must arrange parking for London Congestion Zones and other restricted areas.

For any enquiries, please contact us:
Email: contact@mnmremovals.co.uk
Phone: 0800 0025543

By using MNM Removals, you acknowledge and agree to these terms and conditions.