Bow Removals Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Bow Removals provides moving, transportation, loading, unloading, and associated service options to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, booking confirmation, inventory list, or agreed service specification. In these terms, references to we, us, and our mean Bow Removals, and references to you and your mean the customer, sender, or any person acting on behalf of the customer.
These terms are intended to create a clear and fair framework for the provision of removal services. They apply to domestic, commercial, and specialist relocation work unless a separate written agreement states otherwise. Any variation to these terms must be agreed in writing. If there is any conflict between a quotation and these terms, the wording of the signed or accepted quotation will apply to the extent of that conflict. The rest of these terms remain in full force.
The customer is responsible for ensuring that all information supplied before the job begins is accurate and complete. This includes, where relevant, the volume of items, access conditions, parking arrangements, fragile goods, dismantling requirements, and any special handling needs. If information changes after booking, the customer must notify us as soon as possible so that the service can be adjusted. Failure to do so may affect timings, pricing, and the availability of the service on the agreed date.
Booking process begins when the customer requests a quotation or service estimate and provides reasonable details about the work required. A quotation may be given verbally, by email, or through a written document. Unless expressly stated otherwise, quotations are based on the information supplied at the time and may change if the scope of work changes. A quotation does not guarantee availability until it is accepted and a booking is confirmed in writing or by another agreed method.
When a booking is made, the customer should check the date, time window, addresses, access details, and service description carefully. It is the customer’s responsibility to ensure that all items to be moved are declared, that any parking permissions are arranged where needed, and that access routes are suitable for the vehicle and crew. If the service depends on permits, building restrictions, lift access, or other third-party approvals, the customer must obtain them in advance unless we have agreed in writing to do so.
We reserve the right to refuse or postpone a booking where the actual work differs materially from the information provided, where safety concerns arise, or where the proposed service would be unlawful, unsafe, or impracticable. Any time estimate provided is approximate unless specifically guaranteed in writing. Delays may occur due to traffic, weather, access limitations, or circumstances outside our control. A booking confirmation does not create an absolute promise that all requested items will be moved if doing so would breach these terms or applicable law.
Payments must be made in accordance with the payment terms shown on the quotation, invoice, or booking confirmation. Unless otherwise agreed, payment is due in full on or before completion of the service. We may require a deposit, part-payment, or card pre-authorisation to secure the booking. Any deposit is non-refundable except where cancellation rights under these terms or applicable law provide otherwise.
Prices may be based on fixed fees, hourly rates, or a combination of both. Where charges are time-based, they may include travel time, waiting time, loading, unloading, and any additional work requested on the day. Additional charges may apply for heavy, bulky, awkward, or specialist items, for long carries, stairs, limited access, parking penalties, congestion costs, or out-of-hours work, where these are not already included in the quotation. We will normally explain such charges where reasonably practicable.
If payment is not made on time, we may charge interest on overdue sums at the statutory rate applicable in the United Kingdom, together with reasonable costs of recovery where permitted by law. We may also suspend future services, retain goods until payment is made where lawful, or terminate the booking for non-payment. You must not withhold payment because of a dispute unrelated to the specific amount due, although any genuine dispute should be raised promptly so it can be reviewed fairly.
Cancellations, Changes, and Postponements
Customers may cancel or rearrange a booking by giving us notice as early as possible. Cancellation requests should be made using the same communication method used for the booking, unless another method has been agreed. The nearer the cancellation is to the scheduled date, the more likely we are to incur unrecoverable costs such as vehicle allocation, staff scheduling, administrative time, and third-party charges.
Where a customer cancels after a booking has been confirmed, we may retain part or all of any deposit to cover our reasonable losses. If cancellation occurs shortly before the scheduled service, or if the crew is already en route, a larger cancellation fee may apply. If the customer postpones rather than cancels, we will do our best to rebook the work, but the new date will depend on availability and may be subject to revised pricing.
If we are unable to provide the service due to circumstances within our control, we will either rearrange the booking or refund amounts paid for the undelivered portion of the service, subject to any lawful deduction for work already carried out. We will not normally be liable for delay or cancellation caused by events outside our control, including extreme weather, road closures, accidents, industrial action, public authority action, or other force majeure events.
Liability and customer responsibilities are important in every removal service. We will use reasonable care and skill in carrying out the work, but removals involve inherent risks because goods may be heavy, fragile, or improperly packed. The customer must ensure that all items are packed adequately unless packing has been expressly included in the service. We are not responsible for damage caused by poor packing, pre-existing defects, or the normal movement of items during transport where reasonable care has been taken.
Any claim for loss or damage must be notified as soon as reasonably possible and, in any event, within a reasonable time after the service has been completed or the issue discovered. You must allow us a fair opportunity to inspect the relevant items, packaging, and any supporting information. Failure to report damage promptly may affect our ability to investigate and may limit any remedy. Where possible, photographs, inventories, and purchase evidence should be retained.
To the fullest extent permitted by law, we do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited. Subject to that, our liability for loss or damage arising from the services shall be limited to the direct loss actually suffered and proven by the customer, and shall not include indirect or consequential losses such as loss of profit, loss of business, or loss of anticipated savings.
We are not responsible for items of extraordinary value unless they have been declared in advance and we have agreed in writing to carry them under specific terms. Such items may include, for example, jewellery, cash, negotiable instruments, rare collectibles, or sensitive documents. Where the customer requests that we move high-value goods, we may ask for additional packing, inventory controls, insurance arrangements, or a revised quotation before accepting the work.
The customer must ensure that no prohibited, dangerous, or illegal items are included in the load. This includes, without limitation, explosive substances, illicit drugs, unauthorised firearms, and any goods that may endanger the crew, the vehicle, or the public. If we discover restricted items, we may refuse to handle them, remove them from the job, or notify the relevant authority where required by law.
We shall not be liable for any delay or failure caused by the customer’s act or omission, including incorrect addresses, inaccessible premises, inadequate parking, insufficient packing, non-disclosure of special conditions, or the presence of items not mentioned at the time of booking. If the crew is unable to complete the service because of such issues, additional charges may apply for waiting time, return travel, aborted work, or reattendance.
Waste, Disposal, and Environmental Regulations
Where our service includes the removal, transport, or disposal of unwanted items, all waste handling will be carried out in accordance with applicable United Kingdom waste legislation and environmental rules. We may only collect and transport waste where the nature of the waste and the proposed disposal method are lawful and appropriate. The customer remains responsible for ensuring that items handed to us for disposal are described accurately and are not contaminated with prohibited substances.
Waste may need to be separated into different categories, including recyclable materials, general waste, electrical items, and items requiring specialist treatment. If the customer asks us to dispose of waste on their behalf, we may require a clear written instruction confirming that the customer has the legal right to transfer the items and that they are not subject to any restriction, retention, or third-party claim. We may refuse any waste load that appears unsafe, unidentified, or unlawfully presented.
The customer must not present waste in a manner that breaches licensing, duty of care, or disposal requirements. If the service includes waste clearance, the customer is responsible for ensuring that no hazardous materials are mixed with ordinary waste unless we have expressly agreed to manage them under suitable controls. Additional costs may apply where specialist handling, segregation, or documentation is required. We reserve the right to stop work if the waste conditions differ from what was disclosed.
Where recycling or lawful disposal is arranged by Bow Removals, any transfer of waste will be made only to appropriate facilities or licensed operators where required. We may ask for details needed to meet our legal obligations, such as descriptions of the waste stream, confirmation of origin, or declarations from the customer. The customer agrees not to ask us to bypass lawful disposal routes or to misdescribe waste for the purpose of reducing fees or avoiding regulatory requirements.
Any waste left on site, placed in communal areas, or abandoned after a cancelled or aborted booking remains the customer’s responsibility unless we have expressly agreed otherwise in writing. If we have to return, store, or secure waste or items because of incomplete arrangements, the customer may be charged for reasonable costs incurred. We may also notify the relevant authority if we believe waste regulations are being breached.
For avoidance of doubt, any advice we give about waste handling is general in nature and does not amount to legal advice. The customer should obtain independent advice where the classification or disposal status of any item is uncertain. Bow Removals may amend its operational practices from time to time to reflect updates to waste, transport, and environmental rules, and the customer agrees to comply with any lawful changes that affect the service.
Storage, Access, and Uncollected Goods
If the customer requests temporary storage, the terms of storage will be specified separately or in a written addendum. Unless expressly agreed, we do not provide long-term storage. Items left with us without a signed agreement may be subject to a reasonable storage fee, handling charge, or disposal process where lawful, particularly if the customer fails to collect them after repeated notice.
The customer must ensure that access to the collection and delivery locations is available at the agreed times. We are not responsible for delays caused by blocked entrances, lift failures, parking restrictions, security delays, or missing keys or codes. If access is not available, we may charge for waiting, rescheduling, or aborted attendance. Any keys or access devices entrusted to us will be handled with reasonable care, but we accept no responsibility for pre-existing faults.
Where goods remain uncollected or undeliverable for reasons outside our control, we may store them temporarily only as a practical measure and not as a continuing obligation. If you do not collect or rearrange delivery within a reasonable period after notice, we may exercise any rights available to us under contract law to recover costs, store the goods, or dispose of them where lawful and after appropriate notice.
Force Majeure, Termination, and General Provisions
Neither party shall be liable for failure or delay in performing obligations caused by events beyond reasonable control. This includes severe weather, fire, flood, epidemic restrictions, road traffic incidents, mechanical breakdown not due to neglect, strikes, civil commotion, acts of government, or the failure of third parties. If such an event continues for a significant period, either party may cancel the affected booking by giving written notice, and any payment already made will be dealt with fairly in light of work completed and costs reasonably incurred.
We may terminate or suspend the service immediately if the customer behaves abusively, unlawfully, or in a manner that places staff, property, or the public at risk. We may also terminate if the customer fails to cooperate, withholds essential information, or breaches these terms in a material way. In such cases, the customer will remain responsible for charges incurred up to the point of termination.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. No failure or delay by us in enforcing any right will operate as a waiver of that right. These terms, together with any accepted quotation and booking confirmation, constitute the entire agreement between the parties regarding the service, unless a separate written contract states otherwise.
Governing law for these Bow Removals service terms shall be the law of England and Wales, unless mandatory legal rules provide otherwise. Any dispute arising from or connected with the services or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. The customer acknowledges that these terms are intended to operate in a commercial and practical manner and to reflect a fair allocation of risk between the parties.