Terms of service

1. Who these terms cover

These terms apply to every booking made through https://twinsremovals.com or by phone with Twins Removals ("we", "us"). By booking a move, you ("you", "the customer") agree to them.

2. Quotes and pricing

Prices shown at booking are calculated from the van size, distance, helpers, stairs, extra stops and the time of your move, using the rates published on our pricing page. A quote is valid for 7 days from when it's generated. If you complete a booking within that window, the price you were shown is the price you pay, provided the details you gave us (addresses, access, item list) are accurate. If actual conditions on the day differ materially from what was booked — for example significant extra stairs not declared, or a much larger load than described — additional charges may apply at the rates on our pricing page, and we'll tell you before proceeding wherever possible.

3. Deposit and balance

A deposit of 20% of your total (minimum £25) is paid online at the time of booking to secure your slot. The remaining balance is paid directly to your driver on the day, by the payment methods they accept. The deposit is deducted from your total — it is not an additional charge.

4. Cancellations and changes

You can reschedule or cancel free of charge up to 48 hours before your booked arrival window. Cancellations made within 48 hours forfeit the deposit, as a driver has been allocated and other jobs turned down for that slot. To change or cancel a booking, use Track a booking or call us on 020 7946 0958.

5. Access and prohibited items

You're responsible for making sure your driver can access both properties — this includes parking, lift bookings, permits and building management notifications where required. We do not transport illegal items, hazardous or flammable materials, live animals, or firearms. Ask us if you're unsure whether an item is covered.

6. Liability and cover

Drivers on the platform carry goods-in-transit and public liability insurance. Claims for loss or damage must be reported within 48 hours of your move, with photos where possible. Cover does not extend to items packed by you in boxes we did not open, items of exceptional or sentimental value not declared at booking, or pre-existing damage.

7. Your obligations

Please have items ready to move at the start of your arrival window, disclose any items requiring special handling (pianos, safes, artwork) at booking, and ensure someone is present at both addresses to direct the driver.

8. Changes to these terms

We may update these terms from time to time. The version in force at the time of your booking is the one that applies to it.

9. Contact

Questions about these terms: info@twinsremovals.com or 020 7946 0958.