Terms & Conditions

Effective date: 25.03.2026

Last updated: 25.03.2026

These Terms and Conditions (“Terms”) apply to your access to and use of the Towlioo app, website, platform, and related services (together, the “Platform”).

Towlioo is operated by D&D MOVING LTD, a private limited company registered in England and Wales under company number 13452502, with registered office at 68a Rugby Road, Hinckley, England, LE10 0QD.

When we say “Towlioo,” “we,” “us,” or “our,” we mean D&D MOVING LTD. When we say “you” or “your,” we mean the person using the Platform.

By creating an account, accessing the Platform, or using any Towlioo service, you agree to these Terms. If you do not agree, please do not use Towlioo.

1. What Towlioo is

Towlioo is a technology platform that helps connect users with independent third-party service providers for services such as:

on-demand rides;
scheduled rides;
towing and roadside assistance;
parcel delivery;
and related transport or mobility services.

Towlioo itself is generally not the transport provider, courier, towing operator, roadside assistance operator, or driver performing the service you book through the Platform. In most cases, Towlioo’s role is to operate the Platform, facilitate bookings, process payments where applicable, and support the overall user experience.

That means Towlioo arranges access to services through the Platform, but the actual service is usually carried out by an independent third-party provider.

2. Who can use Towlioo

To use Towlioo, you must:

be at least 18 years old;
be legally capable of entering into a binding contract;
provide accurate, complete, and up-to-date account information;
use the Platform only for lawful purposes.

If you are using Towlioo on behalf of a business, you confirm that you have authority to bind that business to these Terms.

We may refuse access to the Platform, suspend accounts, or limit functionality where eligibility requirements are not met or where we believe the Platform is being misused.

3. Your account

You may need to create an account to use some or all parts of the Platform.

You are responsible for keeping your login details secure and making sure your account information remains accurate.

Towlioo may suspend, restrict, or terminate your account if:

the information you provide is false or misleading;
your account is linked to fraud, abuse, non-payment, unsafe behaviour, or legal violations;
we reasonably believe your account creates risk for Towlioo, service providers, or other users.

You should contact us immediately if you believe someone else has accessed your account without your permission.

4. Services available on the Platform

Depending on your location and what is currently available, Towlioo may allow you to:

request an immediate ride;
schedule a ride in advance;
request towing or roadside assistance;
send a parcel;
pay digitally, by cash, wallet, or other available payment methods;
receive estimates before booking;
track a provider in real time where available;
leave ratings, reviews, and optional tips.

Not every service is available everywhere, and not every payment method or feature is available for every booking.

5. Independent service providers

Towlioo works with independent third-party providers. Unless expressly stated otherwise, drivers, towing operators, delivery providers, roadside assistance operators, and similar personnel using the Platform are not employees of Towlioo.

Towlioo does not guarantee:

that a provider will always accept your request;
that a provider will always be available in your area;
the exact time of arrival;
the exact route taken;
uninterrupted service availability.

Towlioo does not become a party to the physical performance of the service simply because the booking, payment, or communication happened through the Platform.

That said, Towlioo may investigate complaints, suspend providers, limit access, process refunds where appropriate, and take action to protect users and the Platform.

6. Booking requests and matching

When you request a service through Towlioo, you are asking the Platform to attempt to match you with an available service provider.

A booking is not guaranteed just because you submitted a request.

Towlioo may:

send your request to one or more providers;
reassign or rematch the request;
cancel the request if no provider is available;
limit or reject a request for safety, legal, fraud, operational, weather, service-area, or other legitimate reasons.

Estimated times, distances, routes, and prices shown before confirmation are intended to help you decide whether to proceed. They may change depending on route conditions, waiting time, location accuracy, traffic, service type, or other operational factors.

7. Scheduled rides

Towlioo may allow you to book rides in advance.

Scheduled rides are subject to:

provider availability;
service area coverage;
the booking window shown in the app;
operational and safety factors.

Towlioo will try to facilitate the scheduled service, but it does not guarantee that a provider will always be available at the requested future time.

If a scheduled ride cannot be fulfilled as planned, Towlioo may:

attempt to rematch it;
offer an alternative where available;
or cancel it.

Where a scheduled ride is cancelled and a refund is due under the applicable rules, Towlioo may process a full or partial refund depending on the circumstances, including how close the cancellation occurred to the scheduled start and whether the provider had already started the job.

8. Fares, estimates, and charges

The amount you pay may include, depending on the service:

a base fare;
a distance-based charge;
a time-based charge;
a scheduled-ride uplift;
surge or demand-based pricing;
waiting charges;
idle or delay-related fees;
cancellation fees;
return fees for parcels;
tolls, taxes, platform fees, booking fees, and other applicable charges;
voluntary tips you choose to add.

The price shown before booking may be an estimate. The final amount may differ where allowed by law and by the pricing structure shown in the Platform.

For example, the final amount may change if:

the actual route or duration differs from the estimate;
the service is cancelled after it has already started;
a parcel cannot be delivered and must be returned;
a surcharge, demand-based fare increase, or cancellation fee applies;
or a digital payment hold is partially captured, fully captured, released, refunded, or partially refunded.

Towlioo aims to show pricing as clearly as reasonably possible, but the amount finally charged may reflect the actual service outcome rather than the initial estimate.

9. Digital payments, pre-authorizations, and final capture

Where digital payments are available, you authorize Towlioo and its payment partners to:

verify your payment method;
place a temporary authorization hold on your card or account;
capture the final payable amount;
process refunds, partial refunds, reversals, or cancellation charges where applicable;
store your payment method for future use where permitted and where you consent or otherwise allow this through your use of the Platform.

A pre-authorization hold is not always the same as a final charge.

For certain services, especially rides and scheduled bookings, Towlioo may:

pre-authorize an amount before the trip;
capture the final amount after the trip;
or charge the amount upfront and later process any required refund or adjustment.

Where a cancellation fee is payable, Towlioo may capture or retain the relevant amount in accordance with the rules shown in the Platform and these Terms.

Towlioo does not guarantee that your bank or payment provider will display holds, reversals, or refunds instantly. Processing times depend on third parties, including banks and card issuers.

10. Cash payments

Where cash is offered, you agree to pay the full amount due for the service.

If a cash-paid amount remains unpaid, or if any other amount becomes outstanding on your account, Towlioo may:

restrict future bookings;
suspend your account;
recover the debt using lawful means;
or require digital payment before you can use the Platform again.

Towlioo may also disable cash payment for some services, users, locations, or risk profiles.

11. Cancellations and cancellation fees

You may cancel a booking through the Platform, but a cancellation fee may apply depending on the stage of the booking and service type.

A cancellation fee may apply where, for example:

a provider has already been assigned;
the provider has already started travelling toward the pickup point;
the service has already started;
a scheduled ride is cancelled too close to its booked time;
a parcel cannot be delivered due to sender or receiver issues;
or a return journey becomes necessary.

Towlioo may charge, capture, retain, or deduct the cancellation amount from your selected payment method, wallet, or authorized hold where applicable.

Towlioo may also cancel a booking on its own initiative where necessary, including for:

safety reasons;
fraud prevention;
policy violations;
suspected misuse;
lack of provider availability;
or legal and regulatory reasons.

Where Towlioo cancels a service for reasons not caused by you, we may issue a refund or waive charges where appropriate, but this will depend on the specific circumstances.

12. Parcel services

If you use Towlioo for parcel services, you are responsible for:

accurate sender and receiver details;
accurate delivery and return details;
properly packaging the parcel;
ensuring the parcel contents are lawful, safe, and suitable for transport.

Towlioo may refuse or cancel a parcel service where a parcel appears to contain prohibited, unsafe, illegal, restricted, or unsuitable items.

Examples of items that should not be sent through the Platform may include:

illegal goods;
dangerous goods;
hazardous materials;
explosives;
flammable substances;
live animals;
stolen property;
cash or highly valuable items unless expressly permitted;
fragile or perishable goods not suitable for the selected service.

If delivery fails and the parcel must be returned, additional fees may apply.

Depending on the selected payer flow, charges may fall to:

the sender;
the receiver;
or become payable on return or redelivery according to the service logic shown in the Platform.

Towlioo does not accept responsibility for inadequate packaging, inaccurate recipient details, or delivery failures caused by incorrect user-provided information.

13. Towing and roadside assistance

Where towing or roadside assistance is offered through the Platform, Towlioo facilitates the booking and dispatching process through independent providers.

You must make sure:

the vehicle details are accurate;
the pickup or breakdown location is accurate;
the vehicle can lawfully be moved;
and you have authority to request the service.

Towlioo may refuse or cancel a request if:

the location is unsafe or inaccessible;
the request appears fraudulent or unlawful;
the vehicle cannot legally be moved;
or the provider cannot safely perform the service.

Towlioo does not guarantee a particular repair outcome, towing outcome, or mechanical result from roadside assistance.

14. Tips

Towlioo may allow you to tip a provider through the Platform.

Tips are optional. If you choose to add a tip, you authorize Towlioo to process that payment.

Unless stated otherwise in the app, Towlioo intends tips to go to the relevant provider. Towlioo may process the payment and record it through the Platform, but a tip remains a voluntary payment made by you.

Tips may be non-refundable except where required by law or where Towlioo decides otherwise.

15. Promotions, discounts, coupons, and referrals

Towlioo may offer:

promo codes;
discounts;
coupons;
referral credits;
wallet credits;
or other incentives.

These offers may be subject to conditions such as:

minimum spend;
eligible service type;
expiry date;
user eligibility;
geographic area;
maximum usage limits;
non-combinability with other offers.

Towlioo may remove, suspend, cancel, or reverse any promotional benefit if we reasonably believe it was:

used improperly;
obtained fraudulently;
applied in error;
or used in breach of these Terms.

Promotions generally have no cash value unless expressly stated otherwise.

16. Ratings, reviews, and feedback

You may be invited to leave a rating, comment, review, or report.

Towlioo welcomes honest feedback, but content you submit must not:

be false or misleading;
be abusive, hateful, threatening, or defamatory;
contain obscene or unlawful material;
infringe the rights of others;
or be used to harass providers or other users.

Towlioo may moderate, remove, refuse, or investigate content submitted through the Platform.

By submitting content, you grant Towlioo a licence to use it for operating, improving, supporting, and promoting the Platform, in accordance with applicable law and our Privacy Policy.

17. Safety features

Towlioo may provide safety-related features such as:

trip sharing;
alerts;
check-ins;
emergency contact shortcuts;
support tools;
or in-app reporting.

These features are provided to help support the experience, but they are not a substitute for emergency services, personal judgment, or local law enforcement.

Towlioo does not guarantee that any safety feature will:

be available at all times;
function without delay;
prevent harm;
or produce a specific result in an emergency.

If you are in immediate danger, you should contact the emergency services directly.

18. Platform availability and technical performance

Towlioo aims to keep the Platform available and functional, but we cannot promise uninterrupted operation.

The Platform may be affected by:

internet interruptions;
GPS inaccuracies;
phone or device issues;
bank or payment processor issues;
maintenance windows;
software bugs;
third-party system failures;
service area limitations.

Towlioo may update, change, suspend, or discontinue any part of the Platform at any time, temporarily or permanently.

Towlioo is not responsible for losses arising solely from outages, network issues, delayed notifications, inaccurate GPS positioning, or device incompatibility, except where liability cannot lawfully be excluded.

19. Prohibited conduct

Towlioo may suspend or terminate your account if you:

use the Platform for unlawful purposes;
behave abusively toward providers, staff, or other users;
submit false requests;
evade payment;
misuse promotions or referrals;
send prohibited goods;
damage property;
manipulate fares, routes, bookings, or ratings;
engage in fraud or suspicious activity;
or otherwise misuse the Platform.

We may also cooperate with law enforcement, regulators, payment partners, insurers, or other relevant authorities where appropriate.

20. Fraud, abuse, and verification

Towlioo may take steps to detect and prevent fraud, abuse, and suspicious activity.

This may include:

identity checks;
payment verification;
transaction monitoring;
booking pattern analysis;
device or account risk controls;
account suspension or review.

Towlioo may cancel transactions, freeze wallet balances, refuse payouts, restrict services, or close accounts where we reasonably suspect fraud, abuse, or unlawful conduct.

21. Intellectual property

All rights in the Platform, including software, design, branding, trademarks, graphics, content, layout, and functionality, belong to Towlioo or its licensors.

You may use the Platform only for its intended purpose and in accordance with these Terms.

You must not:

copy, modify, distribute, reverse engineer, or scrape the Platform;
use Towlioo’s branding without permission;
create competing derivative services using the Platform content or structure;
or access the Platform using unauthorized automated methods.

22. Towlioo’s liability and responsibility

Towlioo wants the Platform to be reliable and useful, but there are some important legal limits to what we can take responsibility for.

To the fullest extent permitted by law, Towlioo is not responsible for:

losses caused by the acts or omissions of independent third-party providers;
delays due to traffic, weather, road closures, or operational conditions;
inaccurate ETAs, route estimates, or pre-booking price estimates;
parcel loss or damage caused by poor packaging, prohibited contents, or incorrect sender/receiver details;
missed appointments, indirect losses, or loss of profit;
payment delays caused by banks, card issuers, or third-party processors;
service interruptions caused by device, GPS, connectivity, or software issues outside Towlioo’s reasonable control;
any loss arising from unauthorized account access where you did not keep your credentials secure.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, or any liability that cannot be excluded under applicable law.

Where liability cannot be excluded, Towlioo’s total liability shall be limited to the amount paid for the specific booking giving rise to the claim, or such other amount as may be required by applicable law.

23. Your responsibilities toward providers and the Platform

When using Towlioo, you are expected to:

act lawfully and respectfully;
provide accurate pickup, drop-off, sender, and receiver information;
be present when required;
make sure your parcel or vehicle information is accurate;
pay applicable charges;
and use the Platform in good faith.

Towlioo may recover losses from you where those losses were caused by fraud, intentional misuse, unlawful conduct, or damage you caused to the Platform or a provider.

24. Refunds and complaints

If you believe a charge was incorrect or a service was not provided properly, you should contact Towlioo through the app or support channels as soon as possible.

Towlioo may review:

trip data;
booking history;
provider reports;
payment records;
route information;
and any other relevant evidence.

Refunds are not automatic, but Towlioo may issue a full or partial refund where appropriate, including where:

a technical issue caused an incorrect charge;
a service was not provided as expected;
a duplicate charge occurred;
or a refund is otherwise justified.

Refunds may be made:

to the original payment method;
as wallet credit;
or in another form Towlioo considers appropriate.

25. Privacy and data use

Your use of Towlioo is also subject to the Towlioo Privacy Policy.

By using the Platform, you understand that Towlioo may process data such as:

account information;
location data;
booking history;
communications made through the Platform;
payment-related information;
device and technical information;
support and complaint records.

Towlioo uses this data to operate the Platform, improve services, prevent fraud, support bookings, and comply with legal obligations.

A fuller explanation will be set out in the Privacy Policy.

26. Changes to these Terms

Towlioo may update these Terms from time to time.

If we make material changes, we may notify users through the app, website, or other appropriate means. The updated version will take effect from the date shown at the top.

If you continue to use the Platform after the updated Terms come into effect, you agree to the revised Terms.

If you do not agree, you should stop using Towlioo.

27. Suspension and termination

Towlioo may suspend, restrict, or terminate access to the Platform where necessary, including where:

you breach these Terms;
payment remains outstanding;
fraud or abuse is suspected;
your conduct creates safety or legal risk;
we are required to do so by law;
or the continued provision of services is no longer commercially or operationally viable.

You may also stop using the Platform at any time.

Any amounts owed before suspension or termination remain payable.

28. Governing law and disputes

These Terms are governed by the laws of England and Wales, unless mandatory consumer law in another applicable jurisdiction requires otherwise.

Any dispute arising from or connected with these Terms or the use of the Platform shall be subject to the jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.

Before starting formal proceedings, we encourage you to contact Towlioo first so that we can try to resolve the issue quickly and fairly.

29. General

If any part of these Terms is found invalid or unenforceable, the rest of the Terms will remain in effect.

If Towlioo does not immediately enforce a right under these Terms, that does not mean we have waived it.

These Terms, together with any policies referenced in them, form the agreement between you and Towlioo regarding your use of the Platform.

30. Contact details

If you have any questions about these Terms, you can contact:

Towlioo
Operated by D&D MOVING LTD
Company number: 13452502
Registered office: 68a Rugby Road, Hinckley, England, LE10 0QD
Email: support@towlioo.com
Website: www.towlioo.com