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Terms & Conditions


Last updated: 28.04.2026

These Terms and Conditions (the “Terms”) govern the access to and use of the Towlioo platform, including the customer-facing mobile application, driver-facing mobile application, website, backend and administrative systems, notifications, booking flows, payment interfaces, support channels, and any associated software, content, tools, and services (together, the “Platform”).

By accessing, downloading, registering for, or using the Platform, you confirm that you have read, understood, and agreed to be bound by these Terms.

If you do not agree to these Terms, you must not use the Platform.

1. INFORMATION ABOUT THE COMPANY

The Platform is operated by:

D&D MOVING LTD
Company Number: 13452502
Registered Office: 68a Rugby Road, Hinckley, England, LE10 0QD

For contact purposes:

Where applicable, any licensing, regulatory, or operating details required by law may be published separately on the Platform or otherwise made available upon request.

2. INTERPRETATION

In these Terms, unless the context otherwise requires:

  • “Booking” means a service request placed through the Platform.
  • “Customer” means any person using the Platform to request towing, moving, vehicle recovery, roadside assistance, jump start assistance, or scheduled transport-related services.
  • “Driver” means any individual using the Platform to perform services made available through it, whether employed directly or engaged as an external contractor or subcontracted service provider.
  • “Service” means any towing, moving, recovery, roadside assistance, jump start, scheduled ride, or related service made available through the Platform.
  • “Vehicle” means any vehicle used to provide Services through the Platform.
  • “We”, “us”, and “our” refer to D&D MOVING LTD.
  • “You” and “your” refer to any Customer, Driver, or other user of the Platform, as applicable.

3. NATURE OF THE PLATFORM AND CONTRACTUAL MODEL

The Platform operates under a mixed operating model.

Bookings made through the Platform are entered into with D&D MOVING LTD. Services may then be fulfilled by:

  • internal employed drivers,
  • externally engaged drivers,
  • subcontracted drivers, or
  • other authorised service providers engaged by or on behalf of D&D MOVING LTD.

Accordingly:

  • Customers contract with D&D MOVING LTD for the provision of the relevant Service;
  • Drivers may operate under different internal or external engagement structures;
  • the Company reserves the right to allocate, reassign, subcontract, or otherwise fulfil a Booking through any suitably authorised and available provider.

Nothing in these Terms shall be construed as creating an employment relationship between the Company and any Customer.

4. ELIGIBILITY

You may only use the Platform if:

  • you are at least 18 years old;
  • you have the legal capacity to enter into a binding agreement;
  • all information submitted by you is accurate, complete, and not misleading;
  • you use the Platform only for lawful purposes.

We reserve the right to refuse access to the Platform to any person who does not satisfy these conditions.

5. ACCOUNT REGISTRATION AND SECURITY

To use some or all features of the Platform, you may be required to create an account.

You agree to:

  • provide true, accurate, current, and complete information;
  • keep your account details updated;
  • maintain the confidentiality of your credentials;
  • not allow any third party to use your account;
  • notify us immediately if you suspect unauthorised use of your account.

We may require account verification through one or more verification methods, including:

  • SMS one-time passwords (OTP),
  • phone verification,
  • email verification,
  • fraud checks,
  • account security checks,
  • identity and compliance checks where appropriate.

You remain responsible for all activity carried out through your account unless and until you notify us of unauthorised access and we have had a reasonable opportunity to act.

6. CUSTOMER USE OF THE PLATFORM

Customers may use the Platform to request Services, including:

  • towing,
  • moving,
  • vehicle recovery,
  • roadside assistance,
  • jump start,
  • scheduled rides,
  • and related transport or attendance services made available from time to time.

Customers acknowledge and agree that:

  • the Platform is for legitimate service requests only;
  • availability is not guaranteed;
  • the Company may accept, reject, delay, or cancel any Booking where reasonably necessary;
  • service availability may vary depending on location, demand, traffic, weather, staffing, safety, operational constraints, and legal or regulatory requirements.

7. CUSTOMER OBLIGATIONS

Customers must:

  • provide accurate pickup and destination details;
  • provide clear and truthful information regarding the vehicle, its condition, and whether it is loaded, unloaded, immobilised, or otherwise subject to any special circumstance;
  • ensure that all uploaded photographs and descriptions are accurate and relevant;
  • ensure that the location is reasonably accessible and safe;
  • ensure that the requested Service is lawful;
  • ensure timely payment of all applicable charges;
  • comply with all reasonable instructions given by the Company, a Driver, or support staff.

Customers must not:

  • provide false or misleading details;
  • conceal material facts about the vehicle, load, or condition of the vehicle;
  • request illegal activity;
  • transport or cause to be transported any prohibited, unlawful, dangerous, or restricted item or substance;
  • behave abusively, aggressively, threateningly, or unlawfully toward any Driver, employee, contractor, or representative of the Company.

Where inaccurate information is provided, the Company may:

  • refuse the Booking,
  • cancel the Booking,
  • charge a cancellation fee,
  • decline service at the point of attendance,
  • or take any other reasonable step necessary to protect safety, legality, and operational integrity.

8. DRIVERS AND DRIVER ACCOUNTS

Drivers using the Platform must register and maintain an approved account.

A Driver may be:

  • an employee of the Company,
  • an independent contractor,
  • or an externally engaged or subcontracted service provider.

All Drivers must:

  • provide accurate registration details;
  • maintain valid licences, entitlements, and legal permissions;
  • provide all documents reasonably requested by the Company;
  • maintain valid and current insurance documentation;
  • comply with all applicable laws, road traffic rules, safety obligations, and Company requirements.

The Company reserves the right to restrict, suspend, decline, or terminate any Driver account where:

  • required documentation is missing, expired, or inaccurate;
  • verification is incomplete;
  • legal or compliance concerns arise;
  • operational or safety concerns arise;
  • fraud, misconduct, or misrepresentation is suspected.

9. DRIVER AND VEHICLE VERIFICATION

Drivers may be required to submit documents and information for identity, compliance, and onboarding purposes.

This may include, without limitation:

9.1 Driver-related documents

  • driving licence;
  • business insurance;
  • goods in transit insurance;
  • public liability insurance;
  • any additional information or supporting documentation reasonably requested by the Company.

9.2 Vehicle-related information

  • vehicle brand;
  • vehicle model;
  • licence plate number;
  • licence expiry date;
  • fuel type;
  • any other supporting documents reasonably requested by the Company.

The Company may also request additional information or documentation where reasonably necessary for:

  • identity verification,
  • fraud prevention,
  • operational compliance,
  • customer safety,
  • legal compliance,
  • or internal review.

Document review is ordinarily carried out by the Company within 24 hours, although this period may be extended where reasonably necessary.

Submission of documentation does not guarantee approval.
The Company may place a Driver or vehicle into:

  • pending review,
  • pending activation,
  • restricted status,
  • suspended status,
  • or rejected status.

A Driver may not provide full services through the Platform until relevant verification and approval have been completed.

10. BOOKINGS

A Booking submitted through the Platform constitutes a request for service only.

A Booking is only treated as accepted when it is confirmed through the Platform or otherwise accepted by the Company.

The Company reserves the right to:

  • accept or reject any Booking;
  • allocate or reallocate a Driver;
  • substitute a suitable service provider where reasonably necessary;
  • cancel a Booking where lawful, necessary, or operationally justified.

Customers acknowledge that estimated arrival times, service times, and completion times are indicative only and may be affected by circumstances outside the Company’s control.

11. PRICING, VAT, AND CHARGES

The Platform may display a detailed pricing breakdown including, where applicable:

  • base fare,
  • service fee,
  • towing or roadside fee,
  • jump start fee,
  • VAT,
  • cancellation fee,
  • and total payable amount.

Where a price is presented to the Customer at the point of booking, that price is intended to be the final price payable.

The final price will not be changed unless:

  • the Customer requests a change to the Booking;
  • the addresses, route, distance, or other material trip information changes at the Customer’s request;
  • or the Company expressly agrees to the modification.

Absent such a change, the Customer will pay exactly the amount shown at the time of booking confirmation.

Where applicable:

  • VAT will be shown expressly;
  • pricing may be displayed in a broken-down format;
  • invoices may show pre-VAT amount, VAT amount, and total amount.

The Company may issue downloadable PDF invoices through the Platform.

12. PAYMENT METHODS

Depending on service availability, user profile, service type, operational rules, and account eligibility, Customers may be offered one or more of the following payment methods:

  • card payment;
  • Apple Pay;
  • Google Pay;
  • cash;
  • wallet or balance payment.

Online payments are processed securely through Stripe.
Stripe’s services are subject to Stripe’s own legal terms, which may be reviewed at:
https://stripe.com/gb/legal/ssa

By using online payment facilities on the Platform, you authorise the Company and its payment processing partners to:

  • verify payment credentials;
  • place payment authorisations or temporary holds where necessary;
  • capture payment for validly payable charges;
  • process cancellation charges where applicable;
  • collect any lawful outstanding amount due.

The Company does not store full payment card details unless and to the extent handled by secure, compliant third-party payment providers.

13. CANCELLATION POLICY

A cancellation fee may be charged where a Customer cancels a Booking after confirmation, depending on the status of the Booking and the applicable pricing rules in force at the time.

Based on the current service logic of the Platform:

  • if the Service has already progressed beyond the initial stage, a cancellation charge may apply;
  • where the Driver has already been assigned or accepted the job, a cancellation charge may apply;
  • where the vehicle has already been picked up or the Service has already effectively commenced, the Customer may be charged up to the full booked amount;
  • for jump start or roadside assistance services, cancellation charges may be based on a configured percentage of the booked amount, subject to a minimum charge.

The applicable cancellation fee may therefore depend on:

  • the service type;
  • the stage of the Booking at the time of cancellation;
  • whether the Driver has already been assigned or dispatched;
  • whether the Service has already commenced;
  • and the minimum or percentage-based cancellation rule configured by the Company.

Where a cancellation fee is due, the Customer agrees that:

  • such fee may be collected automatically using the selected payment method, including by capture of a prior payment authorisation where applicable;
  • VAT may apply where legally required and will be shown where relevant;
  • the cancellation charge is contractually payable and forms part of the agreed Booking terms.

No refund policy is offered as a general rule where charges have been applied correctly in accordance with the Booking terms and the Platform rules.

However, if a Customer believes that an amount has been charged incorrectly, they may submit a written complaint to contact@towlioo.com within 7 days of the relevant charge.

14. NO REFUNDS POLICY; BILLING DISPUTES

Except where required by law or where the Company determines that a billing error has occurred, the Company does not operate a general refunds policy.

If a Customer believes that:

  • they were charged incorrectly,
  • a cancellation fee was applied in error,
  • or there has been another billing discrepancy,

they must notify the Company in writing within 7 days of the transaction by emailing contact@towlioo.com with sufficient details to enable investigation.

The Company will review such requests reasonably and in good faith.
Failure to notify the Company within a reasonable period may affect the Company’s ability to investigate the matter effectively.

15. DRIVER CANCELLATIONS AND COMPANY DISCRETION

The Company or a Driver may cancel or refuse a Booking where reasonably necessary, including where:

  • safety concerns arise;
  • the Customer cannot be reached;
  • the Customer has provided materially inaccurate information;
  • the vehicle or location is inaccessible or unsafe;
  • the requested service cannot lawfully or safely be provided;
  • the Driver becomes unavailable;
  • operational disruption occurs;
  • fraud, abuse, or unlawful conduct is suspected.

Where the cancellation is attributable to the Company or Driver, the Company will determine the appropriate billing treatment in accordance with applicable law, platform logic, and the circumstances of the case.

16. INVOICES AND BOOKING RECORDS

The Platform may generate and retain:

  • booking records;
  • service history;
  • receipts;
  • downloadable PDF invoices;
  • payment summaries.

Customers are responsible for checking invoices and booking records and notifying the Company of any alleged issue within a reasonable time.

17. COMMUNICATIONS

By using the Platform, you agree that the Company may contact you by:

  • email;
  • SMS;
  • OTP messages;
  • in-app notifications;
  • push notifications;
  • phone communication where necessary.

These communications may relate to:

  • account access and verification;
  • Booking confirmations and updates;
  • security notices;
  • invoices and receipts;
  • payment issues;
  • cancellations;
  • operational communications;
  • legal or compliance matters;
  • service-related notifications.

SMS OTP functionality may be provided through Twilio or equivalent secure communications providers.

18. THIRD-PARTY SERVICES

The Platform may rely on third-party service providers, including:

  • Twilio for SMS OTP and related verification messaging;
  • Stripe for secure online payment processing;
  • Google services for maps, geolocation, routing, and related functionality;
  • and other infrastructure, notification, hosting, storage, monitoring, and support providers selected by the Company from time to time.

The Company will take reasonable steps to ensure that such integrations are implemented responsibly and securely. However, the Company shall not be liable for outages, service interruptions, delays, or failures caused solely by third-party systems outside its reasonable control.

19. DATA PROTECTION AND PRIVACY

The Company processes personal data in accordance with its Privacy Policy, which will be made available separately on the Platform.

By using the Platform, you acknowledge that the Company may process information including:

  • account registration data;
  • phone verification data;
  • service history;
  • live GPS and geolocation data during a Booking;
  • invoices and payment-related information;
  • uploaded customer photos;
  • Driver and vehicle documents;
  • account activity logs;
  • support communications.

The Company may retain:

  • Driver and vehicle verification documents while the relevant account remains active and for a reasonable period thereafter where necessary for compliance, dispute handling, fraud prevention, tax, audit, or legal reasons;
  • customer-uploaded photos for so long as reasonably necessary, typically up to 90 days, unless a longer period is required for legal, operational, safety, or dispute-resolution purposes;
  • account history and invoices as part of business and compliance records.

Nothing in these Terms replaces the Privacy Policy.
Users should read the Privacy Policy carefully once published.

20. SERVICE STANDARDS AND SECURITY

The Company will use reasonable endeavours to operate the Platform in a secure and reliable manner. However, the Company does not guarantee uninterrupted or error-free availability.

The Platform may be affected by:

  • maintenance;
  • infrastructure failure;
  • internet or connectivity issues;
  • third-party outages;
  • software errors;
  • device compatibility issues;
  • fraud prevention measures;
  • force majeure events;
  • regulatory or operational restrictions.

The Company reserves the right to modify, suspend, limit, or discontinue any feature of the Platform at any time.

21. PROHIBITED USE

You must not:

  • use the Platform for unlawful purposes;
  • submit misleading or fraudulent Bookings;
  • use false identities or unauthorised payment methods;
  • upload unlawful, abusive, harmful, or misleading content;
  • interfere with the Platform, its backend, infrastructure, or APIs;
  • attempt to bypass account controls, verification measures, or payment safeguards;
  • harass, threaten, or abuse any Driver, Customer, employee, contractor, or representative of the Company.

The Company may suspend, restrict, or terminate access immediately where such conduct occurs or is reasonably suspected.

22. COMPLAINTS

Any complaint relating to a Service, Booking, invoice, account, Driver conduct, or payment issue should be submitted by email to:

contact@towlioo.com

All complaints must be submitted within a maximum of 24 hours from the date and time of the relevant Service. Any complaint submitted after this 24-hour period will not be taken into consideration.

The Company aims to respond within 24 hours, although complex matters may require additional review time.

Customers and Drivers must provide reasonable cooperation and sufficient information to enable the complaint to be investigated properly.

23. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under the law of England and Wales, including liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation;
  • or any other liability that the law does not permit to be excluded.

Subject to the above, the Company’s liability should be limited to the maximum extent permitted by law.
Any financial cap, extended limitation wording, or business-specific liability threshold may be specified separately by the Company.

To the fullest extent permitted by law, the Company shall not be liable for:

  • indirect or consequential loss;
  • loss of profit;
  • loss of business opportunity;
  • loss of goodwill;
  • loss caused by incorrect information supplied by the Customer;
  • delays caused by weather, traffic, road closures, public restrictions, access issues, or third-party system failures;
  • failure to provide a Service where such failure results from safety, legality, operational impossibility, or events beyond reasonable control.

24. INDEMNITY

You agree to indemnify and hold harmless the Company, its officers, employees, contractors, agents, and affiliates against claims, losses, liabilities, costs, and expenses arising from:

  • your breach of these Terms;
  • your unlawful, misleading, or negligent conduct;
  • your misuse of the Platform;
  • your breach of any applicable law;
  • any false, incomplete, or misleading information supplied by you.

25. INTELLECTUAL PROPERTY

All intellectual property rights in and to the Platform, including its software, content, branding, layout, underlying systems, workflows, databases, and associated materials, are owned by or licensed to the Company.

No part of the Platform may be copied, reproduced, distributed, modified, reverse engineered, republished, or commercially exploited without the Company’s prior written consent, except to the extent permitted by law.

26. SUSPENSION AND TERMINATION

The Company may suspend, restrict, or terminate any account or access to the Platform immediately where:

  • these Terms are breached;
  • payment obligations are not met;
  • verification fails;
  • fraud or abuse is suspected;
  • legal or regulatory concerns arise;
  • safety concerns arise;
  • operational or reputational risk arises;
  • the Company is required or advised to do so by law or competent authority.

Termination or suspension does not affect:

  • accrued rights;
  • charges already due;
  • ongoing investigations;
  • obligations which by their nature survive termination.

27. CHANGES TO THESE TERMS

The Company may amend these Terms from time to time.

Any updated version may be published on the Platform and may take effect from the stated effective date. Continued use of the Platform following such update constitutes acceptance of the revised Terms.

28. GOVERNING LAW AND JURISDICTION

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have jurisdiction, except where mandatory law provides otherwise.

29. CONTACT DETAILS

For general support, billing issues, complaints, or legal notices, please contact:

D&D MOVING LTD
68a Rugby Road
Hinckley
England
LE10 0QD

Email: contact@towlioo.com
Website: https://towlioo.com