Bow Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Bow Removals provides removal, transport, packing, storage and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before you make a booking.

1. Definitions

In these Terms and Conditions:

1.1 Bow Removals, we, us and our refer to the removal business trading under the name Bow Removals.

1.2 You and your refer to the customer who books or uses our services.

1.3 Services means any removal, transport, packing, loading, unloading, storage, waste handling or related services supplied by us.

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

1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation we issue to you.

2. Scope of Services

2.1 We provide domestic and commercial removal services, including local and regional moves, packing and unpacking, loading and unloading, and related services as agreed in writing.

2.2 Any description of services in written quotations, booking confirmations or other documents is for the purpose of identifying the agreed work. We will carry out services with reasonable care and skill in accordance with industry practice.

2.3 We do not provide specialist removal services such as the movement of heavy machinery, hazardous materials or items requiring specific licences or certification, unless expressly agreed in writing in advance.

3. Booking Process

3.1 You may request a quotation by providing accurate and complete information about the property addresses, access conditions, parking arrangements, size of the move, inventory of goods, and any special requirements.

3.2 Quotations are normally provided based on the information you supply. If that information is inaccurate or incomplete, we may adjust the quotation or invoice to reflect the actual work required.

3.3 A booking is only confirmed when you have accepted our quotation, agreed to these Terms and Conditions, and paid any required deposit or advance payment as notified to you.

3.4 We reserve the right to decline any booking request at our discretion, including where we believe the work cannot be carried out safely, lawfully, or within the time requested.

3.5 It is your responsibility to ensure that the dates, addresses, and details on the booking confirmation are correct. Any amendments must be notified to us as soon as possible and may result in changes to the price.

4. Access, Parking and Preparation

4.1 You must arrange suitable access to the collection and delivery addresses, including any keys, entry codes, lift access and instructions needed for our team to carry out the work.

4.2 You are responsible for obtaining any necessary parking permissions or permits. If parking cannot be secured or if we incur parking charges or penalties in the course of carrying out the services, these costs will be payable by you.

4.3 You must ensure that the premises are safe and reasonably clear for our team to work in, and that goods are properly packed and ready to move, unless we have agreed to provide packing services.

4.4 We are not responsible for delays or additional charges arising from restricted access, such as narrow staircases, low ceilings, long carrying distances, or the need for additional lifting equipment, where these issues were not disclosed at the time of booking.

5. Your Responsibilities

5.1 You must:

a. Provide accurate information for quotation and booking purposes.

b. Be present, or ensure an authorised representative is present, at collection and delivery addresses to supervise and sign off the work.

c. Inform us in advance of any fragile, valuable or unusual items.

d. Ensure that goods are adequately packed and protected, unless packing by us is expressly included in the contract.

e. Comply with all applicable laws and regulations in relation to the goods and the premises.

5.2 You warrant that you are the owner of the goods or have full authority from the owner to enter into the contract and to authorise us to perform the services.

6. Goods We Will Not Move

6.1 Unless agreed in writing, we will not move or store:

a. Hazardous, flammable, explosive or toxic materials.

b. Illegal goods or items obtained unlawfully.

c. Animals, plants, perishable or refrigerated items.

d. Cash, jewellery, watches, precious metals, bonds, securities or valuable collections.

e. Items requiring specialist lifting equipment not agreed in advance.

6.2 If we discover any items of this kind, we may refuse to move them, and you may be liable for any loss, damage, or legal costs arising from your breach of this clause.

7. Payments and Charges

7.1 Our charges are normally based on the time required, the volume or weight of goods, the distance travelled, and the resources needed such as vehicles and staff.

7.2 We will advise you of the price or the basis for calculating the price before you confirm your booking. All prices are quoted exclusive of any applicable taxes unless otherwise stated.

7.3 We may require a deposit or full payment in advance to secure your booking. The amount and due date will be stated in your quotation or booking confirmation.

7.4 Any balance due must be paid on or before completion of the services, unless alternate payment terms are agreed in writing in advance.

7.5 Payment must be made using an accepted payment method as notified to you. We may refuse to release goods until full payment has been received and cleared.

7.6 If payment is not made when due, we reserve the right to charge interest on the overdue amount at the statutory rate, and to recover any reasonable costs incurred in pursuing late payment.

8. Changes and Additional Work

8.1 If you request additional services or changes to the agreed work, we may either:

a. Provide a revised quotation, or

b. Charge on a time and materials basis at our prevailing rates.

8.2 Additional charges may apply where:

a. The move takes longer than expected due to circumstances beyond our control, such as traffic delays or waiting times for keys.

b. Access is more difficult than described at the time of booking.

c. Extra trips are required because the volume of goods exceeds the estimate.

9. Cancellations and Postponements

9.1 You may cancel or postpone your booking by giving us notice in writing.

9.2 If you cancel more than seven days before the scheduled service date, any deposit paid may be refunded at our discretion, after deduction of any non-recoverable costs incurred by us.

9.3 If you cancel within seven days but more than 48 hours before the service date, we may retain all or part of your deposit to cover our costs and loss of work.

9.4 If you cancel or postpone within 48 hours of the service date, you may be liable for up to 100 percent of the quoted price, depending on the circumstances and any costs we have incurred.

9.5 We may cancel or postpone the services due to events outside our reasonable control, including severe weather, vehicle breakdown, staff illness, accidents or legal restrictions. In such cases we will seek to rearrange the work on a mutually convenient date. Our liability will be limited to the amount paid for the affected services.

10. Liability for Loss or Damage

10.1 We will exercise reasonable care and skill in handling your goods. However, you acknowledge that moving goods involves a degree of risk, and you should consider arranging appropriate insurance if the standard cover is insufficient for your needs.

10.2 Our liability for loss or damage to goods while in our custody or control will be limited to a reasonable sum per item or per consignment, as stated in your quotation or booking confirmation, unless a higher value is agreed and an additional charge is paid.

10.3 We will not be liable for:

a. Loss or damage arising from your failure to pack goods adequately, unless we provided the packing services.

b. Pre-existing damage, wear and tear or inherent defects in the goods.

c. Loss or damage to fragile items, including glass, ceramics, or electronics, unless packed by us.

d. Loss of data from electronic devices.

e. Any indirect or consequential loss, such as loss of profits, loss of use, or emotional distress.

10.4 We will not be responsible for the operation or condition of appliances, equipment or systems, such as washing machines, dishwashers or televisions, whether or not we assisted with disconnection or reconnection.

10.5 If we damage buildings, fixtures or fittings as a result of our negligence, our liability will be limited to the reasonable cost of repair or reinstatement, subject to you notifying us as soon as possible and in any event within seven days of the damage occurring.

11. Claims and Notification of Loss

11.1 You must check the condition and quantity of your goods upon delivery or completion of the services.

11.2 Any visible loss or damage should be noted on the job sheet or delivery paperwork at the time of completion and confirmed to us in writing as soon as reasonably possible.

11.3 Any claims for loss or damage must be notified in writing within seven days of completion of the services. We may not be able to consider claims received after this period, as it becomes more difficult to establish the cause.

11.4 You must provide us with any information, evidence and assistance reasonably required to investigate and resolve your claim.

12. Waste Handling and Environmental Compliance

12.1 Where we agree to remove unwanted items or waste as part of the services, we will transport and dispose of such items in accordance with applicable waste and environmental regulations.

12.2 We are not a general rubbish clearance company. We will only remove waste or unwanted items that we have expressly agreed to take as part of the contract.

12.3 You must not request us to dispose of hazardous, clinical, chemical, or restricted waste, or any items for which we do not hold the appropriate licence or authority.

12.4 You warrant that any items you ask us to take for disposal are lawful to dispose of and do not contain prohibited substances. You will indemnify us for any claims, fines or costs arising from your breach of this warranty.

13. Storage Services

13.1 Where we provide storage services, whether directly or through a third party, separate terms may apply in addition to these Terms and Conditions.

13.2 Storage charges are usually payable in advance. We may exercise a lien over stored goods in the event of non-payment and may, after reasonable notice, sell or dispose of goods to recover unpaid charges.

14. Insurance

14.1 We maintain appropriate insurance cover for our business activities in line with industry standards.

14.2 Our insurance may provide limited cover for loss or damage to goods during transit or handling, subject to policy terms, conditions and exclusions. Details are available on request.

14.3 You are strongly advised to obtain additional insurance if the value of your goods exceeds the limits of our standard cover or if you require wider protection.

15. Limits of Liability

15.1 Nothing in these Terms and Conditions will limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

15.2 Subject to clause 15.1, our total liability to you in respect of all losses arising under or in connection with the contract will be limited to the amount paid by you for the relevant services, or such other sum as may be stated in our quotation.

16. Complaints and Dispute Resolution

16.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we can seek to resolve it promptly.

16.2 We will investigate your complaint and respond within a reasonable time, normally within 14 days of receiving full details.

16.3 Both parties agree to act in good faith to resolve disputes amicably wherever possible before considering formal legal action.

17. Data Protection and Privacy

17.1 We will collect and use your personal information only as necessary to provide our services, process payments, manage bookings and comply with legal obligations.

17.2 We will take reasonable steps to keep your personal data secure and will not share it with third parties except where required to deliver the services or by law.

18. Governing Law and Jurisdiction

18.1 These Terms and Conditions and any contract between you and us are governed by and shall be construed in accordance with the laws of England and Wales.

18.2 Any disputes arising out of or in connection with the contract shall be subject to the exclusive jurisdiction of the courts of England and Wales.

19. General Provisions

19.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court, the remaining provisions shall continue in full force and effect.

19.2 No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach.

19.3 We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that contract.

19.4 You may not assign or transfer your rights under the contract without our prior written consent. We may assign or subcontract our obligations provided that this does not materially affect the standard of service you receive.

By confirming a booking with Bow Removals, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.