Bow Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Bow Removals provides household, office and commercial removal and related services within our operating area in the United Kingdom. By making a booking with Bow Removals, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below.

Bow Removals, we, us, our means the removal service provider trading as Bow Removals.

Customer, you, your means the individual or organisation requesting and paying for the services.

Services means removal, collection, delivery, packing, loading, unloading, storage and any related services provided by us.

Goods means the items, belongings or property that you ask us to move, handle, store or dispose of.

Contract means the agreement between you and us for the provision of services in accordance with these Terms and Conditions.

2. Scope of Services

We provide domestic and commercial removal services, including local and regional moves within our normal service areas in the UK. We may agree to moves beyond our usual service area at our discretion. The exact scope of services, including addresses, dates, times and any additional requirements, will be confirmed in your written quotation or booking confirmation.

Our services do not include disconnection or reconnection of appliances, removal of fixtures or fittings, or any work that requires a qualified professional, unless expressly agreed in writing. We reserve the right to decline to move any item that we reasonably consider unsafe, illegal, excessively heavy, or likely to cause damage to property, vehicles or personnel.

3. Quotations and Pricing

All quotations are based on the information you provide at the time of enquiry, including the volume and nature of goods, access conditions, property layout, parking availability, and the distance between addresses. Quotations may be provided as a fixed price or as an estimate, and we will specify which applies.

Quotations are normally valid for a limited period from the date of issue, as stated in the quotation. After this period, we may revise our prices to reflect changes in costs, routes, fuel, or other relevant factors.

We reserve the right to adjust the quoted price if:

1. The information you provided at the time of booking was incomplete or inaccurate.

2. Additional services are requested or required on the day of the move.

3. Access is more restricted than anticipated, including but not limited to long carrying distances, stairs, lifts, parking restrictions or waiting times.

4. The move is delayed or prolonged for reasons beyond our reasonable control, including delays caused by you, third parties or circumstances at the collection or delivery address.

4. Booking Process

To make a booking, you must provide accurate and complete details of the services required, including addresses, dates, approximate inventory of goods, and any special requirements. A booking is accepted only when we issue a written confirmation, which may be by document or message, and when any required deposit has been received and cleared.

We may request a site visit or additional information before confirming your booking. We are under no obligation to accept a booking and may decline at our discretion, particularly where we consider the job unsafe, impractical, or beyond our reasonable capacity.

5. Customer Responsibilities

You are responsible for:

1. Ensuring that all information provided to us is accurate and complete.

2. Ensuring adequate access to and from the collection and delivery addresses, including arranging parking or permits where required.

3. Packing your goods securely, unless you have booked a packing service. Fragile or valuable items should be carefully protected and clearly labelled.

4. Ensuring that all goods to be moved are ready for loading when our team arrives, unless otherwise agreed.

5. Being present, or appointing a responsible representative, at both the collection and delivery addresses to provide access, instructions and confirmation of completion.

6. Complying with all applicable laws and regulations, including waste and environmental regulations where disposal or clearance services are requested.

6. Payments and Charges

Payment terms will be set out in your quotation or booking confirmation. We may require a deposit at the time of booking, with the balance due before or on the day of service. For some services, payment in full may be required in advance.

We accept the payment methods specified in our correspondence or invoices. All payments must be made in pounds sterling, and any bank or transfer charges are your responsibility.

If payment is not received in accordance with the agreed terms, we may:

1. Decline to carry out the services or suspend work until payment is received.

2. Charge interest on overdue amounts at the statutory rate or a reasonable commercial rate, calculated daily from the due date until payment is received in full.

3. Retain goods in our possession as security for payment, where legally permissible.

7. Cancellations and Amendments

You may cancel or amend your booking by giving us notice in writing. Cancellation charges may apply, depending on when you notify us, as follows unless otherwise stated in your quotation.

1. More than seven days before the scheduled service date, any deposit paid may be refunded or credited, subject to reasonable administration charges.

2. Between seven and two days before the scheduled service date, we may retain all or part of your deposit to cover losses and costs reasonably incurred.

3. Within forty eight hours of the scheduled service date, we reserve the right to charge up to the full quoted price, less any costs we save by not providing the service.

Any amendment to your booking, such as change of date, change of address, or significant change in the volume of goods, is subject to our availability and may result in a revised quotation. We are not obliged to accommodate changes, particularly at short notice.

If we need to cancel or significantly amend your booking due to circumstances beyond our reasonable control, such as severe weather, accidents, staff illness, vehicle breakdown, or legal restrictions, we will notify you as soon as reasonably practicable and offer an alternative date or a refund of any amounts paid for services not provided. We shall not be liable for any indirect loss or consequential costs arising from such cancellation or amendment.

8. Access, Parking and Delays

You must ensure that suitable parking is available for our vehicles at both the collection and delivery addresses, subject to local rules and regulations. Any parking charges, fines, or penalties arising from insufficient or improper parking arrangements will be your responsibility, unless caused by our error.

We are not liable for delays or inability to complete the services due to factors beyond our reasonable control, including but not limited to traffic conditions, road closures, accidents, adverse weather, security alerts, or delays in gaining access to premises. Where practicable, we will make reasonable efforts to complete the services once the cause of delay has been resolved, and we may charge a reasonable additional fee for waiting times or extended working hours.

9. Goods Not Accepted for Removal

We do not accept liability for, and may refuse to move, handle or store the following types of goods:

1. Dangerous, illegal or hazardous items, including explosives, flammable liquids, gas cylinders, firearms, drugs or chemicals.

2. Perishable goods requiring refrigeration or special conditions.

3. Live animals, plants or other living organisms.

4. High value items such as jewellery, cash, important documents, antiques or collections, unless expressly agreed in writing and adequately insured.

If we discover such goods among your belongings without our prior consent, we may remove or dispose of them at your expense and without liability to you, in accordance with applicable laws and safety requirements.

10. Liability and Insurance

We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods, property or premises is limited as follows, unless a higher level of cover is agreed in writing.

1. We are not liable for loss or damage arising from inherent defects in the goods, poor packing by you or a third party, normal wear and tear, or fair deterioration during transport.

2. We are not liable for damage to furniture or items that require dismantling or reassembly unless we have agreed to carry out such work and the damage is caused by our negligence.

3. We are not liable for damage caused by the movement of goods through narrow or awkward spaces where you have been advised that there is a risk of damage and have asked us to proceed.

4. We are not liable for loss of profits, loss of income, loss of business, or any indirect or consequential loss arising out of or in connection with the services.

Our total liability for any claim or series of connected claims arising from a single event shall not exceed a reasonable limit per claim, reflecting typical industry practice, unless otherwise agreed in writing before the services commence. You are strongly advised to take out appropriate insurance for your goods during removal and transit, especially if you require cover beyond our standard limitations.

Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within seven days of completion of the services, giving full details of the circumstances and the items affected. We may inspect the damage and request evidence such as photographs, purchase receipts or valuations.

11. Waste, Disposal and Environmental Regulations

Where we provide clearance, waste removal or disposal services, you confirm that you have the right to authorise removal of the items. We will manage waste in accordance with applicable UK waste and environmental regulations, including use of authorised disposal sites where required.

We may decline to remove any item that we reasonably believe is hazardous, contaminated or regulated waste requiring specialist handling or permits. Additional charges may apply for the removal or disposal of bulky items, electrical equipment, or materials subject to special regulations.

You must not ask us to dispose of any items unlawfully, by fly tipping or by any other method contrary to applicable laws. You will be responsible for all costs, liabilities, fines or penalties arising from any unlawful disposal of items where such disposal was requested or authorised by you, unless due to our negligence or wilful misconduct.

12. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should raise the matter with the team on the day where possible so that we have a reasonable opportunity to address it. If the issue is not resolved, you should submit a written complaint as soon as practicable, setting out full details of your concerns.

We will acknowledge your complaint within a reasonable period and will investigate the matter promptly. We may request additional information or evidence as part of our investigation. We aim to resolve complaints fairly and within a reasonable timeframe. Where an agreement cannot be reached, both parties may consider external dispute resolution options or legal remedies.

13. Data Protection and Privacy

We will collect and process your personal data only for the purposes of providing our services, administering your booking, and complying with legal obligations. We will take reasonable steps to safeguard your data and will not share it with third parties except where necessary for the performance of the contract, for legal compliance, or with your consent.

You have certain rights in relation to your personal data under UK data protection laws, including the right to access, correct or request deletion of your data where appropriate. Further details of our data handling practices may be provided separately.

14. Termination

We may terminate the contract immediately by notice to you if:

1. You commit a serious or persistent breach of these Terms and Conditions.

2. You fail to make payment when due and do not remedy this within a reasonable period after being requested to do so.

3. We have reasonable grounds to suspect fraud, unlawful activity or behaviour that poses a risk to our staff, property or other customers.

Upon termination, you will remain liable for all charges incurred up to the date of termination, including any reasonable costs directly resulting from the termination.

15. Changes to These Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in our services, business, or legal requirements. The version in force at the time of your booking will apply to your contract. We recommend that you review the terms provided with your quotation or booking confirmation and retain a copy for your records.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, except that we may also bring proceedings in any other jurisdiction where enforcement is sought.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect. No waiver of any right or remedy under these Terms and Conditions shall be effective unless given in writing, and shall not be deemed a waiver of any subsequent breach or default.

These Terms and Conditions, together with your quotation or booking confirmation, constitute the entire agreement between you and Bow Removals in relation to the services and supersede any prior discussions, correspondence or understandings. You acknowledge that you have not relied on any representation or statement not expressly set out in these documents when entering into the contract.