Bow Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Bow Movers provides moving, removals, transport, and related services to customers in the UK. By making a booking, accepting a quotation, or allowing our team to begin work, you agree to these terms. Please read them carefully before confirming any service. If anything is unclear, you should raise it before the booking is finalised.

For the purposes of these terms, references to “we”, “us”, and “our” mean Bow Movers, and references to “you” or “the customer” mean the person or business requesting the service. These terms apply to domestic and commercial work unless we state otherwise in writing. They are designed to provide a clear and fair framework for the delivery of Bow Movers services.

Any quotation, estimate, or proposed schedule is based on the information you provide at the time of enquiry. If the description of goods, access conditions, or required labour changes, the final service may differ from the original estimate. We reserve the right to revise the quotation where there is a material change in circumstances, provided we explain the reason for the adjustment in a reasonable manner.

1. Booking Process

A booking becomes valid only when we have confirmed it and, where required, received any applicable deposit or advance payment. The customer must ensure that all booking information is accurate, complete, and up to date. This includes details about the type and volume of items, collection and delivery addresses, parking restrictions, access arrangements, time constraints, and any special handling requirements.

When booking Bow Movers removals or any related service, you agree to provide sufficient information for us to assess the job properly. If stairs, narrow access, lift restrictions, long carrying distances, fragile items, or other obstacles are not disclosed in advance, additional charges or schedule changes may apply. We may also refuse to carry out work that cannot be completed safely or lawfully under the conditions presented.

We may request photographs, item lists, inventory details, or site information to support the booking. The customer must co-operate with reasonable requests for information so that the service can be planned correctly. If you act on behalf of someone else, you confirm that you have authority to accept these terms on their behalf and to make binding arrangements for the service.

2. Service Scope and Customer Responsibilities

The scope of work will be defined by the agreed booking, quotation, and any written updates we provide before the service begins. Unless expressly included, our service does not extend to dismantling or reassembling furniture, packing items, disconnecting utilities, removing fixtures, or carrying out building work. Any extra tasks must be agreed in advance or authorised on the day, and they may be subject to additional fees.

You are responsible for ensuring that all items are ready for removal at the agreed time and that any items excluded from the job are clearly separated. It is your duty to protect sensitive documents, valuables, cash, jewellery, personal data, medication, and any irreplaceable items before our team arrives. Bow Movers is not responsible for making decisions about the value, sensitivity, or priority of items unless this has been specifically agreed in writing.

You must also make sure that the collection and delivery points are safe and reasonably accessible. Where permits, permissions, concierge arrangements, or third-party approvals are required, you are responsible for obtaining them unless we have agreed otherwise. Delays caused by missing access, incorrect addresses, or unavailable recipients may lead to waiting charges or rescheduling costs.

3. Payments, Fees, and Deposits

All fees will be set out in the quotation, booking confirmation, or updated written agreement. Unless stated otherwise, prices are exclusive of any additional charges arising from changes to the scope of work, waiting time, parking issues, congestion, storage, disposal, or special handling. We may require a deposit to secure a booking, particularly for larger jobs or services scheduled at busy times.

Payment terms will be explained at the time of booking. In many cases, payment is due on completion of the service, but we may require full or part payment in advance where the nature of the work justifies it. If a business account or invoiced arrangement is approved, payment must be made within the period stated on the invoice. Failure to pay on time may result in late fees, recovery action, and suspension of future services.

Bow Movers accepts payment by the methods we specify at booking. Any bank charges, failed payment fees, or costs incurred because of rejected transactions are payable by the customer. If the job is delayed because payment has not been made when due, we may pause the work until the issue is resolved. We also reserve the right to charge for any reasonable administrative costs caused by overdue accounts.

4. Cancellations, Amendments, and Postponements

If you need to cancel or amend your booking, you should notify us as soon as possible. Cancellations may be subject to a fee depending on how much notice is given and whether staff, vehicles, or materials have already been allocated. The closer the cancellation is to the scheduled service date, the more likely it is that charges will apply.

If you request a change to the date, time, location, or scope of the service, we will do our best to accommodate it, but we cannot guarantee availability. Any amendment may require a revised quotation. Where we have already incurred costs, including labour, vehicle allocation, or specialist equipment, those costs may be charged to you even if the job is postponed or reduced.

We may cancel or postpone a booking where necessary for safety, legal compliance, severe weather, vehicle issues, staff unavailability, or other events beyond our reasonable control. If this happens, we will aim to rearrange the service at a suitable time. Our liability for such cancellation is limited to refunding any sums paid for work not performed, subject to any lawful deductions for services already delivered.

5. Delays, Access Problems, and Waiting Time

Time slots and arrival estimates are given in good faith, but they are not guaranteed unless we have expressly agreed a fixed appointment. Traffic, road closures, weather, prior job overruns, and other operational issues may affect timing. We will try to keep you informed where possible, but delays do not automatically entitle you to compensation.

If our team cannot begin work because of access problems, incorrect information, unsafe conditions, or the absence of the customer or authorised representative, we may charge waiting time, redelivery costs, or a wasted journey fee. If the delay causes us to miss a subsequent job, we may also need to rearrange the service, which could involve additional charges or a revised schedule.

When access is restricted, the customer must ensure that the route, parking space, and entry points are suitable for the vehicle and the size of the load. Any parking penalties, fines, or charges caused by the customer’s failure to provide suitable arrangements may be added to your invoice where allowed by law.

6. Liability and Risk

We will take reasonable care when handling goods and carrying out our services. However, our liability is limited to losses caused by our proven negligence, breach of contract, or failure to exercise reasonable skill and care. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

The customer is responsible for ensuring that items are suitably packed, protected, and labelled unless we have agreed to pack them. Fragile, glass, antique, electronic, and high-value items should be declared before the job begins so that appropriate precautions can be considered. We are not liable for damage arising from inadequate packing, hidden defects, pre-existing wear, unsecured contents, or items that are inherently unstable.

Where our service includes moving items supplied by the customer, we are not responsible for mechanical or structural failures that occur because the item was defective, improperly assembled, or not fit for transport. If an item is damaged while in our care, you must notify us promptly and provide reasonable evidence of the damage and its circumstances so that we can assess the matter fairly.

7. Insurance and Claims

We maintain insurance appropriate to the nature of our operations, but insurance does not automatically cover every possible loss. The availability and extent of cover may depend on the item type, declared value, packaging, access conditions, and whether additional services were agreed in advance. You should not assume that any item is insured for full replacement value unless this has been confirmed in writing.

Any claim must be made within a reasonable time after the service, and no later than any period we specify in the booking documents or invoice. The customer must keep damaged goods, packaging, and relevant evidence available for inspection unless doing so would be unsafe or unreasonable. We may need photographs, receipts, valuation evidence, or a written description of the incident before considering a claim.

If liability is accepted, our responsibility will normally be limited to repair, replacement, or a refund up to the value of the affected service or the declared limit agreed for the job, whichever is lower, except where a different legal remedy applies. We will not be responsible for indirect or consequential losses, including loss of profit, missed appointments, business interruption, or emotional distress, to the extent permitted by law.

8. Waste Removal and Regulatory Compliance

Where our service includes rubbish removal, clearance, disposal, or collection of unwanted items, both parties must comply with applicable UK waste regulations. The customer must accurately describe the waste or items to be removed and must not conceal hazardous, prohibited, or specialist waste. We may refuse to collect any item that we believe may breach environmental, transport, or safety requirements.

Waste must be presented in a condition that allows lawful handling and disposal. This means that items should not contain dangerous substances, sharps, chemicals, gas cylinders, asbestos, clinical waste, or other regulated materials unless we have specifically agreed and are legally permitted to transport them. If prohibited waste is discovered after collection has started, we may stop the job and charge for any costs already incurred.

We will manage waste in accordance with our legal duties and expect the customer to provide truthful information about the origin and nature of the items. If the service involves clearance from a commercial site, the customer remains responsible for ensuring that waste duty-of-care information is provided as required. We may ask for additional confirmation to demonstrate lawful disposal arrangements.

9. Ownership, Authority, and Restricted Items

By instructing us, you confirm that you either own the goods or have the right to arrange their removal and transport. If goods belong to a third party, are jointly owned, or are subject to rental, lease, or finance agreements, you must ensure that you have permission to move them. We are entitled to rely on your instructions unless we have reason to believe they are unlawful or improper.

We do not accept responsibility for items that are illegal to transport, possess, or dispose of. This includes stolen goods and any item prohibited by law. If we suspect that an item may be restricted or unlawfully held, we may refuse service, notify the relevant authority if required, and recover any reasonable costs arising from the incident. This refusal does not create liability on our part.

If you ask us to move items of particular value, sensitivity, or complexity, it is your responsibility to inform us in advance so that we can decide whether the service can be provided safely. Bow Movers may decline any item that poses a health, safety, legal, or operational risk. Our decision on this point will be final where necessary to protect staff, property, and lawful compliance.

10. Changes to These Terms, Complaints, and Governing Law

We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will apply to that booking unless a later written agreement replaces it. If a court or authority finds any part of these terms unenforceable, the remaining provisions will continue in force as far as permitted by law.

If you have a concern about the service, you should notify us promptly so that we can review the matter and, where appropriate, attempt to resolve it. Raising a concern quickly helps preserve evidence and allows a fair assessment of the issue. Any informal discussion does not affect your statutory rights, which remain protected under applicable consumer law.

This agreement and any dispute or claim arising from it are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK. These terms aim to support a clear, lawful, and professional service relationship for all Bow Movers services.