Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you", "your", "the Customer") and Moving Cheese Removal Ltd, a company registered in England and Wales, trading as "MC Removal" and "mcremoval" ("we", "us", "our", "the Company").

By accessing our website at https://mcremoval.com, creating an account, requesting a quote, or booking any of our services, you confirm that you have read, understood, and agree to be bound by these Terms in their entirety. If you do not agree with any provision of these Terms, you must not use our website or services.

These Terms apply to all users of the platform, including customers, visitors, and any person who accesses the website or uses our services in any capacity. Additional terms may apply to specific services and will be presented to you at the relevant time.

2. Service Description

MC Removal operates as a removal and moving services marketplace that connects customers with vetted and insured removal partners across the United Kingdom. Our platform provides the following services:

Quote generation: An instant online quoting system that provides estimated prices based on your move details, including postcodes, property size, and moving date.
Partner matching: We match your booking with an appropriate removal partner from our network of over 50 vetted professionals based on location, availability, vehicle type, and service requirements.
Booking management: A complete booking system with online scheduling, payment processing, and real-time tracking capabilities.
Service types: Home removals, office removals, man and van hire, furniture delivery, piano delivery, antique and specialist item transport, car and motorcycle transport, student removals, international removals, waste removal, and self-storage solutions.

MC Removal acts as an intermediary platform. The physical removal and moving services are carried out by independent partner drivers and removal companies within our network. While we vet all partners thoroughly, each partner operates as an independent contractor and is responsible for the physical execution of the move.

3. Account Registration and Responsibilities

3.1 Account Creation

To access certain features of our platform, including booking services and tracking your move, you may need to create an account. When creating an account, you agree to:

Provide accurate, current, and complete information during the registration process.
Maintain and promptly update your account information to keep it accurate, current, and complete.
Maintain the security and confidentiality of your login credentials and not share your account with any third party.
Accept responsibility for all activities that occur under your account.
Notify us immediately if you suspect any unauthorised access to or use of your account.

3.2 Eligibility

You must be at least 18 years of age and have the legal capacity to enter into binding contracts to use our services. By using our platform, you represent and warrant that you meet these eligibility requirements.

3.3 Account Suspension and Termination

We reserve the right to suspend or terminate your account at our sole discretion if we reasonably believe that you have breached any provision of these Terms, provided false or misleading information, engaged in fraudulent activity, or behaved in a manner that is abusive or harmful to our staff, partners, or other users.

4. Quotes and Bookings

4.1 Instant Quotes

Our instant online quotes are generated using algorithms based on the information you provide, including distance, property size, moving date, and selected services. These quotes are estimates only and are not binding offers. The final price may vary from the quoted amount due to factors including but not limited to:

Inaccurate or incomplete information provided during the quoting process.
Additional items or services not included in the original quote.
Access difficulties at either the collection or delivery address (e.g., narrow streets, no lift access, long carry distances, parking restrictions).
Items requiring specialist handling that were not disclosed in advance.
Changes to the moving date, time, or addresses after the quote has been issued.

4.2 Booking Confirmation

A booking is confirmed once you have completed the booking process on our platform and we have sent you a written booking confirmation via email. The booking confirmation will include your unique booking reference number, the agreed service details, the estimated or fixed price, and the assigned partner details (where available).

4.3 Your Obligations

When making a booking, you agree to:

Provide accurate and complete details about your move, including a truthful inventory of all items to be moved.
Ensure that the collection and delivery addresses are accessible to the removal vehicle and team.
Disclose any items of exceptional value (over £1,000 per item), fragile items, or items requiring specialist handling.
Be present or have an authorised representative present at both the collection and delivery addresses at the agreed times.
Ensure that all items are packed appropriately unless you have booked a packing service.
Not include any prohibited, illegal, hazardous, or perishable items in the consignment.

5. Payment Terms

5.1 Accepted Payment Methods

We accept the following payment methods:

Credit and debit cards (Visa, Mastercard, American Express)
Bank transfer (BACS)
Online payment via our secure payment gateway (powered by Stripe)

All payments are processed in British Pounds Sterling (GBP). All prices displayed on our website include VAT where applicable.

5.2 When Payment Is Due

Payment terms depend on the type of service booked:

Standard bookings: A deposit of 20% of the quoted price is required at the time of booking to secure your moving date. The remaining balance is due on or before the day of the move.
Express/same-day bookings: Full payment is required at the time of booking.
Storage services: Payment is taken monthly in advance by the payment method registered at the time of booking.

5.3 Price Adjustments

If the actual scope of work on the day of the move materially differs from the information provided during the quoting and booking process, the partner may need to adjust the final price. Any price adjustment will be communicated to you before additional work begins, and you will have the opportunity to accept or decline the additional charges. If you decline, the partner will complete only the work covered by the original booking.

5.4 Late Payments

If the outstanding balance is not paid when due, we reserve the right to charge interest at a rate of 4% above the Bank of England base rate, calculated daily from the date payment was due until the date of actual payment. We may also suspend future services until all outstanding amounts are settled.

6. Cancellation Policy

Cancellation Summary

48+ hours before the move: Free cancellation with a full refund of your deposit.

24-48 hours before the move: 50% of the deposit is retained as a cancellation fee.

Less than 24 hours before the move: The full deposit is retained as a cancellation fee.

6.1 Customer Cancellations

You may cancel your booking at any time by contacting us via email, telephone, or through your account dashboard. The cancellation fees outlined above apply based on the notice period given relative to your scheduled moving date. Refunds of deposits (where applicable) will be processed within 5-10 working days to the original payment method.

6.2 Rescheduling

You may reschedule your move free of charge provided you give at least 48 hours' notice before the original moving date. Rescheduling requests made within 48 hours of the original date will be treated as a cancellation followed by a new booking, and the cancellation fees above may apply. Rescheduling is subject to partner availability on your requested new date.

6.3 Cancellations by MC Removal

In rare circumstances, we may need to cancel or reschedule your booking due to events beyond our reasonable control, including but not limited to severe weather conditions, vehicle breakdowns, road closures, or partner unavailability. In such cases, we will:

Notify you as soon as reasonably practicable.
Offer an alternative date or partner at no additional cost.
Provide a full refund of all amounts paid if a suitable alternative cannot be arranged.

6.4 Consumer Rights

These cancellation terms do not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where our services are booked online, you may have a 14-day cooling-off period in which to cancel for a full refund, provided the service has not yet been performed.

7. Insurance Coverage

7.1 Standard Coverage

All moves booked through MC Removal include goods-in-transit insurance coverage of up to £50,000 per move as standard. This insurance covers loss of or damage to your belongings while they are in the care, custody, and control of our removal partner during the move, including loading, transit, and unloading.

7.2 Coverage Conditions

The standard insurance coverage is subject to the following conditions:

Items must be packed appropriately and in accordance with industry standards, either by you or through our professional packing service.
Items of exceptional value (over £1,000 per item) must be declared in advance at the time of booking.
Coverage does not extend to items packed by the owner where damage results from inadequate packing.
Pre-existing damage, normal wear and tear, and damage caused by inherent defects are excluded.
Cash, jewellery, important documents, and irreplaceable personal items are excluded unless specifically declared and agreed in writing.

7.3 Enhanced Coverage

If the total value of your belongings exceeds £50,000, or you require additional cover for specific high-value items, enhanced insurance options are available. Please contact us before your moving date to discuss enhanced coverage and obtain a quote for the additional premium.

7.4 Making a Claim

In the event of loss or damage, you must:

Note any visible damage on the delivery paperwork before the removal team departs.
Report the damage to us in writing within 7 days of the delivery date, including photographs and a description of the damage or loss.
Retain any damaged items and packaging for inspection.
Provide proof of the item's value (receipts, valuations, or photographs).

We aim to resolve all claims within 28 days of receiving a complete claim submission. Claims submitted more than 14 days after delivery may be subject to reduced coverage or may not be accepted.

8. Liability Limitations

8.1 Limitation of Liability

To the maximum extent permitted by applicable law:

Our total aggregate liability to you in connection with any booking shall not exceed the greater of the total amount you paid for the relevant service or £50,000 (being the standard insurance coverage limit).
We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of business, loss of goodwill, or loss of data, even if we have been advised of the possibility of such damages.
We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control (force majeure), including but not limited to natural disasters, severe weather, acts of government, strikes, pandemics, or other events of similar nature.

8.2 Platform Liability

As MC Removal operates as an intermediary platform connecting customers with independent removal partners, we make reasonable efforts to vet all partners but do not guarantee the performance of any individual partner. Our liability for the actions or omissions of partners is limited to the insurance coverage described in Section 7.

8.3 Website Availability

We endeavour to keep our website and platform available at all times, but we do not guarantee uninterrupted or error-free service. We shall not be liable for any temporary unavailability of the website due to maintenance, updates, or technical issues.

8.4 Exclusions

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under the laws of England and Wales.

9. Partner Driver Responsibilities

Our removal partners are independent contractors who have agreed to comply with the MC Removal Partner Agreement. All partners within our network are required to:

Maintain valid goods-in-transit insurance with a minimum coverage of £50,000.
Hold appropriate public liability insurance of at least £1,000,000.
Maintain valid vehicle insurance, MOT certification, and operator licences where applicable.
Pass background checks (DBS checks) for all team members who enter customers' premises.
Handle all items with professional care and in accordance with industry best practices.
Arrive at the collection address within the agreed time window.
Treat all customers with courtesy and professionalism.
Comply with all applicable laws, regulations, and health and safety requirements.
Protect customer personal data in accordance with our Data Protection Agreement and UK GDPR.

If you experience any issues with a partner's service, please report it to us immediately via your account dashboard or by contacting our support team. We take all complaints seriously and investigate them thoroughly.

10. User Conduct

When using our platform and services, you agree that you will not:

Provide false, misleading, or inaccurate information in your quotes, bookings, account details, or communications with us.
Use the platform for any unlawful purpose, including attempting to transport illegal, stolen, hazardous, or prohibited items.
Harass, abuse, threaten, or act in an intimidating manner towards our staff, partners, or other users.
Attempt to circumvent our platform to deal directly with our partners to avoid platform fees.
Use automated bots, scrapers, or other technologies to access or extract data from our website.
Interfere with or disrupt the integrity or performance of our platform or its underlying systems.
Post false, defamatory, or misleading reviews or feedback.
Impersonate any person or entity, or falsely represent your affiliation with any person or entity.

Violation of these conduct requirements may result in immediate suspension or termination of your account and may be reported to the appropriate authorities.

11. Intellectual Property

All content on the MC Removal website, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, data compilations, software, and the design and layout of the website, is the property of Moving Cheese Removal Ltd or its licensors and is protected by United Kingdom and international copyright, trademark, and other intellectual property laws.

The MC Removal name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of Moving Cheese Removal Ltd. You must not use such marks without our prior written permission.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use our website for personal, non-commercial purposes. You may not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of the content on our website without our express prior written consent.

12. Dispute Resolution

12.1 Informal Resolution

We are committed to resolving disputes fairly and efficiently. If you have a complaint or dispute regarding any aspect of our service, we encourage you to contact our customer support team first at info@mcremoval.com. We will acknowledge your complaint within 2 working days and aim to provide a full response within 14 working days.

12.2 Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint through our internal complaints process, you may refer the dispute to an approved Alternative Dispute Resolution (ADR) provider. As a UK-based business, we will comply with any applicable ADR requirements. You may also access the European Commission's Online Dispute Resolution platform for online purchases, although following the UK's departure from the EU, this may not apply to UK-only transactions.

12.3 Court Proceedings

Nothing in this section prevents either party from commencing court proceedings at any time. Any court proceedings shall be brought before the courts of England and Wales, subject to the provisions in Section 13 below.

13. Governing Law

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms, provided that if you are a consumer residing in Scotland, you may also bring proceedings in Scotland, and if you are a consumer residing in Northern Ireland, you may also bring proceedings in Northern Ireland.

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be severed from the remaining Terms, which shall continue in full force and effect.

14. Changes to These Terms

We reserve the right to modify or update these Terms at any time at our sole discretion. When we make material changes, we will:

Update the "Last updated" date at the top and bottom of this page.
Post the revised Terms on our website.
Where appropriate, notify registered users by email or through a prominent notice on our website.

Your continued use of our website or services after any changes to these Terms constitutes your acceptance of the updated Terms. If you do not agree with the changes, you should stop using our services and may close your account at any time.

Changes to these Terms will not apply retrospectively to bookings that were confirmed before the changes took effect, unless the changes are required by law.