Towerhill Removals Service Terms and Conditions
These service terms and conditions set out the basis on which Towerhill Removals provides removal and related services to residential and commercial customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before proceeding. For the purposes of these terms, references to we, us, and our mean Towerhill Removals, and references to you and your mean the person, business, or organisation receiving the service.
These terms are intended to provide clarity around the removal service agreement, the booking process, payment obligations, cancellation rights, limitations of liability, handling of waste, and the governing law that applies in the event of a dispute. They are written to be consistent with standard UK consumer and business expectations, while allowing for the practical realities of moving, lifting, transport, storage, and disposal services. Nothing in these terms affects your statutory rights where they apply.
If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force. We may update these terms from time to time for future bookings, but the version in force at the time your booking is accepted will apply to that service unless a change is required by law. Acceptance of a quotation or payment of a deposit does not create a separate contract unless and until we have confirmed the booking in writing or by other recorded means.
1. Booking Process
To arrange a Towerhill Removals service, you must provide accurate information about the items to be moved, the pickup and delivery locations, access conditions, dates, times, parking restrictions, and any special handling requirements. Quotations are based on the information supplied at the time of enquiry. If the information changes, we may revise the price, the vehicle size, the number of staff required, or the scheduled time.
A booking is only confirmed when we have expressly accepted it and, where required, received the agreed deposit or advance payment. Until confirmation, any availability discussed should be treated as provisional. We may refuse or cancel a booking if the requested service is unsafe, unlawful, outside our operational capability, or if the information supplied appears incomplete or misleading. The removal booking terms also require you to ensure that access routes, parking arrangements, and permissions are in place before the service begins.
You are responsible for ensuring that all items listed for removal are ready on the agreed date and that any goods requiring disconnection, decommissioning, or specialist handling are identified in advance. If the job scope changes on the day, additional charges may apply. Our team may decline to move items that are prohibited, dangerous, inadequately packed, or likely to cause damage to property, vehicles, or other goods.
2. Pricing and Payments
Prices may be provided as fixed quotes, estimated charges, hourly rates, or a combination of these, depending on the nature of the service. Unless stated otherwise, quotations are based on normal working conditions and ordinary access. Additional charges may apply for delays, waiting time, congestion, parking fees, congestion-related costs, stair carries, long carries, dismantling, reassembly, packaging materials, storage, or the handling of especially heavy or awkward items. Any Towerhill Removals payment terms agreed in writing will take precedence over these general terms.
Invoices are due in full by the date specified on the invoice or booking confirmation. We may require a deposit to secure the booking, and in some cases full prepayment may be requested. If payment is not received when due, we may suspend the service, withhold delivery, charge interest on overdue sums where permitted by law, and recover reasonable costs incurred in collecting the debt. All prices are normally stated inclusive or exclusive of VAT depending on whether VAT applies and will be made clear at the time of quotation.
Any card charges, bank transfer fees, international payment costs, or currency conversion fees incurred by us due to your chosen method of payment may be added to the invoice where lawful. You must ensure that payment methods used are valid and that sufficient funds are available. Ownership of goods does not transfer to us unless specifically agreed in writing, but we may exercise lawful rights to retain goods where payment remains outstanding and such retention is permitted under applicable law.
3. Cancellations, Rescheduling, and Amendments
If you wish to cancel or change your booking, you must notify us as soon as reasonably possible. The amount payable on cancellation may depend on how much notice is given, whether staff or vehicles have already been allocated, and whether third-party costs have been committed. Cancellations made close to the service date may attract a charge to cover lost time, administration, and any non-recoverable expenses. The exact fee structure may be included in your quotation or booking confirmation.
We may reschedule or cancel a service if there are reasons beyond our control, including severe weather, road closures, vehicle breakdown, illness, or safety concerns. In such cases, we will use reasonable efforts to offer an alternative time. However, we shall not be liable for losses arising from circumstances that are reasonably outside our control, provided we take reasonable steps to minimise disruption. The removals cancellation policy is designed to balance fairness to both parties and may vary depending on the scale of the job.
If you request amendments after booking, we may need to re-quote the service. Changes to dates, addresses, inventory, floor levels, or access arrangements can affect labour requirements and transport costs. If an amendment is accepted, it may be confirmed by email, text, or another durable record. Where a booking is cancelled after work has started, you remain liable for the portion of the service already performed and for any costs reasonably incurred up to the point of cancellation.
4. Customer Responsibilities
You must ensure that all items are adequately packed, unless packing has been explicitly included in the service. Fragile items should be protected in suitable containers, and you should remove or secure loose contents, liquids, and detachable parts. We are entitled to rely on the assumption that boxes, containers, and labels accurately describe their contents unless we have inspected them ourselves. Misdescription of contents may affect liability and insurance cover.
You must notify us of any goods that are valuable, fragile, hazardous, restricted, or likely to require specialist equipment. This includes, without limitation, antiques, artwork, firearms, cash, deeds, jewellery, perishables, flammables, pressurised containers, and items requiring temperature control. If you fail to disclose such items, we may decline to move them or may treat them as excluded goods under these removal service terms. Where items are especially valuable, you should arrange separate insurance if our standard cover is insufficient.
It is your responsibility to obtain any permissions needed for the service, including building access, lift reservations, parking permits, landlord approval, storage access, or entry authorisation for third-party premises. You must ensure that someone authorised to make decisions is present or contactable at the start and end of the service where required. Delays caused by missing access arrangements may be charged as waiting time or additional labour.
5. Liability and Insurance
We will use reasonable care and skill in carrying out the service. However, our liability is limited to losses directly caused by our negligence or breach of contract, subject to the exclusions and limits set out in these terms and to any mandatory rights you may have under law. We are not responsible for loss or damage arising from wear and tear, inherent defects, poor packing by the customer, inaccurate instructions, hidden faults, or circumstances beyond our reasonable control.
Where we handle goods, our standard service may include a basic level of liability cover, but this is not the same as full replacement-value insurance. The scope, exclusions, and limit of any cover will depend on the service arranged and any written declaration made by you. You should notify us before the move if any item exceeds the standard value limit or requires special treatment. Any Towerhill Removals liability limits will be applied in accordance with applicable law and only to the extent permitted.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. We shall also not be liable for indirect or consequential loss, including loss of profit, loss of business, loss of anticipated savings, or loss of goodwill, unless such liability cannot be excluded by law. If you suffer loss or damage that you believe is our responsibility, you must notify us promptly and provide reasonable evidence.
6. Waste, Disposal, and Environmental Compliance
Where our services include collection, clearance, disposal, or transport of unwanted items, waste handling will be carried out in accordance with applicable UK waste regulations and environmental requirements. You must not ask us to dispose of controlled waste, hazardous waste, clinical waste, asbestos, chemicals, or other regulated materials unless we have expressly agreed to do so in writing and hold the necessary authorisations or arrangements. We may refuse to handle any item that we believe may breach waste law or pose a risk to health, safety, or the environment.
By instructing us to remove items for disposal, you confirm that you have the legal right to dispose of them and that they are not stolen, contaminated, dangerous, or subject to any disposal restrictions. We may separate, sort, recycle, donate, or transfer waste to licensed facilities or authorised third parties where appropriate. The waste removal terms require you to disclose any item that may need special treatment, particularly electricals, batteries, paints, oils, mattresses, large appliances, or materials containing restricted substances.
If waste is described inaccurately or if prohibited materials are discovered during the job, we may suspend the service, charge additional handling fees, and require you to take responsibility for lawful disposal. You remain responsible for any fines, penalties, regulatory action, or third-party claims caused by misinformation supplied by you. Where a duty of care note, transfer record, or similar document is required by law or by our compliance process, you agree to provide the necessary information and cooperation.
7. Delays, Storage, and Access Issues
If access is blocked, the property is not ready, the destination cannot receive the goods, or the agreed time is missed because of your actions or omissions, we may charge for waiting, redelivery, return transport, or storage. We will take reasonable steps to safeguard goods in our possession, but storage may be subject to separate terms, charges, and insurance conditions. If goods are left uncollected or delivery cannot be completed, we may store them at your risk and expense until further instructions are received.
We are not responsible for delays caused by traffic, weather, road incidents, customer instructions, or the actions of landlords, building managers, security personnel, or other third parties. If a delay materially affects the planned service, we may adjust the schedule or reallocate resources. Any times given are estimates unless we have expressly agreed a fixed appointment window as part of the Towerhill Removals service agreement.
If you fail to collect goods, make payment, or provide the instructions needed to complete the service, we may, after reasonable notice where required, exercise any rights available to us under contract law, storage law, or applicable statutory procedures. This may include charging storage fees, arranging disposal of abandoned items where lawful, or recovering costs associated with keeping the goods safe pending resolution.
8. Governing Law and Disputes
These terms and any dispute or claim arising out of or in connection with them, their subject matter, or formation shall be governed by and interpreted in accordance with the laws of England and Wales, unless a different legal system is mandatory by law. The parties agree that the courts of England and Wales shall have non-exclusive jurisdiction over any dispute, although we may also seek relief in any other court or forum with jurisdiction where appropriate.
Before commencing formal proceedings, both parties should seek to resolve any disagreement in good faith and within a reasonable time. If you raise a complaint, we may ask for photographs, inventory details, invoices, or other evidence so that we can assess the issue fairly. Nothing in this section prevents either party from seeking urgent injunctive relief or from exercising rights that cannot be delayed by agreement. The UK removals terms and conditions set out here are intended to be transparent and enforceable.
These terms constitute the entire agreement between the parties in relation to the services described, subject to any written variation signed or otherwise confirmed by us. No person who is not a party to the contract has any right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise. If you have any questions about the interpretation of these terms, the version most favourable to statutory rights will apply where required by law.