Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal services are provided by our company to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear understanding of the rights and responsibilities of both parties, including the scope of the service, the booking process, payment arrangements, cancellation rules, liability limitations, waste handling requirements, and the law that applies. Please read these terms carefully before placing a booking for house removals, office removals, furniture moves, or any related service.

These terms apply to all customers using our services, whether the work is arranged on a one-off basis or as part of a planned relocation. In these terms, references to “we”, “us”, and “our” mean the removal company, and references to “you” or “the customer” mean the person or organisation placing the booking. If you act on behalf of another person or business, you confirm that you have authority to accept these terms on their behalf. Unless otherwise agreed in writing, these terms shall apply to every removal company Bow service we provide, regardless of the size or type of job.

Any special instructions, access restrictions, fragile items, parking issues, or timing requirements must be disclosed before the booking is confirmed. Failure to provide accurate information may affect pricing, scheduling, crew allocation, or the ability to complete the work safely. We reserve the right to revise a quotation if the information supplied by you is incomplete, misleading, or materially different from the actual requirements on the day.

Booking process begins when you request a quotation or ask us to reserve a date. Quotes may be based on the information you provide by phone, email, messaging platform, or any other agreed method. Unless stated otherwise, quotations are estimates only and are valid for a limited period. A quotation becomes a confirmed booking only when we have accepted the job, you have agreed to the price and terms, and, where required, a deposit or booking fee has been paid. We may refuse any booking at our discretion if we believe the work is unsafe, unlawful, outside our service scope, or impractical for operational reasons.

When you make a booking, you are responsible for ensuring that all details are accurate. This includes pickup and delivery addresses, access arrangements, parking limitations, inventory descriptions, floor levels, lift availability, and any items requiring special handling. If the service requires dismantling, packing, hoisting, storage, disposal, or out-of-hours attendance, these requirements must be agreed in advance. We may not be able to provide additional services on the day if they were not included in the original booking or accepted by us before the start of the job.

Payments must be made in accordance with the quotation or invoice issued for the service. Unless otherwise agreed, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Deposits, if requested, are generally non-refundable except where we cancel the booking without cause or where the law requires otherwise. The balance of the charge may be due on completion of the job, on the day of service, or by the payment deadline stated on the invoice. We accept only the payment methods we specify from time to time and may withhold the service until payment arrangements are confirmed.

If payment is not received when due, we reserve the right to charge interest and recovery costs to the maximum extent permitted by law. We may also suspend future services, retain goods where legally permitted, or refer unpaid balances to a debt recovery process. Any discounts, promotions, or special rates are offered at our discretion and may be withdrawn or amended without notice unless already confirmed in writing for a particular booking. Price changes arising from waiting time, extra labour, additional mileage, congestion, difficult access, or additional items will be notified where reasonably possible and added to the final invoice.

Cancellations and rescheduling are allowed subject to the notice period stated at the time of booking or, if none is stated, within a reasonable period before the scheduled start time. If you cancel after our team has been allocated to your job, you may be liable for a cancellation charge reflecting the costs already incurred, including staff, vehicle, fuel, and administrative expenses. Where a deposit has been paid, it may be retained in full or in part to cover such costs, unless a different refund policy has been agreed in writing. We may cancel or reschedule a booking where circumstances beyond our control make performance impossible or unsafe.

Where we cancel due to vehicle breakdown, staff illness, severe weather, road closures, or other operational reasons, we will use reasonable efforts to offer a new date or provide a refund for the service portion not performed. We will not be responsible for any indirect losses caused by cancellation, including lost profits, missed tenancy dates, or delayed access arrangements, except where required by law. You remain responsible for putting in place any backup arrangements needed for time-sensitive moves or removals.

We will carry out the service with reasonable care and skill, using appropriate equipment and trained staff. The service may include loading, transport, unloading, placement, or other agreed tasks. However, the exact method and order of work will be determined by our crew based on safety, practical access, and the condition of the items being moved. If you request that an item be handled in a specific manner, you should tell us before the job begins. We may refuse to move an item if we believe it is unsafe, excessively heavy, inadequately packed, contaminated, or likely to cause damage to property or injury to persons.

You must ensure that all goods are ready for collection at the agreed time, that access routes are clear, and that all necessary permissions have been obtained. This includes parking permits, building entry approval, lift booking, and any required neighbour notifications. If delays occur because access is restricted or because items are not ready, waiting charges may apply. If we are unable to complete the work due to your failure to prepare properly, you may still be charged for the time and resources already used. For a Bow removals service, the same standards apply as for any other location: accurate information, safe access, and reasonable cooperation are essential.

Liability is limited as set out in these terms and in accordance with applicable UK law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we are not responsible for loss or damage arising from matters outside our control, including defective packaging, inherent vice, poor lifting points, pre-existing damage, structural weakness in buildings, or items that are inherently fragile unless we have specifically agreed in writing to take on responsibility for them.

Where we are responsible for damage to goods caused by our proven negligence, our liability will ordinarily be limited to the reasonable repair cost, replacement value, or a fair market value assessment, whichever is lower and appropriate in the circumstances. You must notify us of any alleged damage as soon as reasonably possible and, in any event, within a reasonable time after discovery. Claims may be rejected if items were not packaged appropriately, if damage is consistent with normal wear and tear, or if you failed to allow us to inspect the item and the circumstances of the loss. Nothing in these terms affects your statutory rights as a consumer.

We are not liable for indirect or consequential losses, including loss of income, business interruption, reputational loss, or loss of opportunity, unless such liability cannot be excluded under law. If you are a business customer, our total liability for all claims arising under or in connection with a booking shall, unless otherwise agreed in writing, not exceed the total amount paid or payable for the specific service giving rise to the claim. If you require higher cover, you should arrange separate insurance before the job begins.

Insurance may be maintained by us as required for our operations, but it is your responsibility to check whether your own contents, buildings, or business insurance provides adequate protection. In many cases, specialist or higher-value items such as antiques, artwork, electronics, musical instruments, or bespoke furniture may need additional cover. You should inform us of such items before the move so we can decide whether we are able to accept them, whether special packing is needed, or whether extra charges apply due to the increased risk.

Where the service includes disposal, clearance, recycling, or transfer of unwanted items, all such work must comply with UK waste regulations. We may only collect or transport waste where it is lawful for us to do so and where the nature of the waste has been accurately described. You must not include hazardous, illegal, contaminated, explosive, biohazardous, or prohibited materials unless we have expressly agreed in writing and hold the necessary permissions to handle them. If restricted waste is discovered after collection has started, we may stop work and charge for the time already spent.

Any items that are to be treated as waste remain your responsibility until we have lawfully taken possession of them for the agreed purpose. You must not place in the load anything that you do not own or are not entitled to dispose of. If you ask us to remove items that may still be reusable or valuable, you confirm that you have the right to authorise disposal. We may separate items for reuse, recycling, or disposal where this is operationally appropriate and lawful. Where required, you may be asked to provide confirmation that you have the right to dispose of the items.

Waste transfer and duty of care obligations may apply to certain services. Where relevant, we may provide records, receipts, or documentation relating to the waste handled. You agree to co-operate with any lawful requests for information needed to comply with environmental or regulatory requirements. If you instruct us to dispose of items from a property, you accept responsibility for ensuring that no controlled waste, confidential material, or regulated substance is included unless the arrangement has been specifically approved. We reserve the right to refuse any clearance that would place us in breach of waste legislation or licensing conditions.

It is your responsibility to ensure that all items intended for removal are clearly identified. We will not be liable for disposing of items that you later state should have been retained if they were presented as waste, left unattended in a designated disposal area, or included within a clearance list supplied by you. If items are mistakenly removed due to unclear instructions, you must notify us immediately, although recovery cannot be guaranteed once lawful disposal or onward transfer has taken place. Any storage of waste or recyclable material is temporary only and subject to operational constraints.

We may decline to transport or dispose of any item that we reasonably believe could cause harm, environmental breach, contamination, or unlawful handling. If our crew has to make an urgent decision to separate, isolate, or leave behind an item for safety or compliance reasons, that decision will be final unless it is plainly unreasonable. You agree to indemnify us against losses, penalties, or claims arising from your failure to disclose the true nature of the waste or from any breach of applicable law by you.

Governing law and jurisdiction: These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect. No waiver by us of any breach shall operate as a waiver of any later breach.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or is agreed by both parties. No variation to these terms will be effective unless confirmed in writing by an authorised representative of our company. If you wish to rely on any special promise, exception, or amendment, it should be recorded before the job begins.

Nothing in these terms creates a partnership, employment relationship, or agency arrangement between us and you, except to the extent strictly necessary to perform the booked services. You may not assign your rights under these terms without our written consent, but we may assign or subcontract our obligations where reasonably necessary to perform the service, provided that this does not reduce your rights under the contract. The titles used in these terms are for convenience only and do not affect interpretation.

Entire agreement: These Terms and Conditions, together with the quotation, booking confirmation, and any written amendments, form the entire agreement between the parties in relation to the relevant service. Any previous discussions, messages, or informal assurances are replaced by the final written position unless expressly incorporated. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms for the provision of professional removal services.