Terms and Conditions
Information about Towbar Express
1. Who We Are
You are contracting with Towbar Express Limited, a company registered in England with Company Registration Number 05990815. The Registered Office is The Old Surgery, Egton, Whitby, North Yorkshire, YO21 1TX. References to “Towbar Express”, “we”, “our” and “us” throughout the Terms and Conditions refer to this Company.
2. Our VAT Registration
Our UK VAT Registration Number is GB 159 7118 81.
3. Contacting Us
- Email at firstname.lastname@example.org;
- Telephone Customer Service on 0800 328 0 592, or 01947 895230;
- Write to us at our Head Office: The Old Surgery, Egton, Whitby, North Yorkshire, YO21 1TX;
General Terms and Conditions of Sale
4. Point of Legal Contract Creation
When you place an order via the website to purchase services from, or to have goods fitted by, Towbar Express, this constitutes an “offer”.
Towbar Express will send you an e-mail confirming receipt of your order and containing the details of it (the “Order Confirmation”). This constitutes the “acceptance”, irrespective of whether any payment that has been taken previously by Towbar Express.
In the event that Towbar Express does not accept your offer and/or does not issue an Order Confirmation to you, Towbar Express shall make a full refund of any payments made by you as part of the ordering process.
These terms are the only terms upon which Towbar Express will contract with you for the purchase of its services through its website, They shall govern the contract to the entire exclusion of all other terms or conditions.
Towbar Express retains the right to refuse to accept your order solely at its discretion. If there is concern that there is an attempt to place an order dishonestly, fraudulently, by impersonating someone else or by attempting to use payment details which have been stolen, we will make additional checks and if appropriate involve external authorities. We reserve the right to refuse to serve any one without further explanation.
5. Mobile Bookings
Where you have selected a specified booking date on our website we will endeavour to honour this. However, in some cases we will need to change the date depending on availability of stock etc. If we need to change the date of your booking we will give you as much notice as possible.
Our staff treat all customers with respect, and we expect the same in return. If you are rude or aggressive to any of our staff at any point, your booking will be cancelled immediately, and any further service will be refused.
The fitting of a towbar to your vehicle will be subject to a visual inspection of your vehicle prior to the work starting. This ensures you have selected the correct part specifications for your vehicle. If at any point during the fitment it becomes apparent that further parts, or work are required we will advise you before proceeding further. At this point you are free to request that no further work is carried out, you would only be liable for our costs incurred by us, the remaining balance would be refunded to your card.
If you have ordered work for fitting by a Towbar Express Mobile Van, one of our mobile service centre controllers will contact you within 2 working days of the date of order to arrange a mutually convenient time slot for our fitter to visit. Fitting appointments offered for mobile units are either an arrival time of between 8am and 1pm or between 12pm and 6pm.
This is an arrival time for our fitter, not the time in which the work will be completed. For example, in a 8am to 1pm booking the fitter may arrive at 12.55pm and the job can take up to 4 hours to complete.
We will do our best to ensure that our mobile unit arrives with you during the indicated time period and to complete the work within the estimated time given to you, however, the time of the booking shall not form a contractual term.
It is important to remember that arrival times are estimated because there might be traffic issues or problems outside of our control which can delay our drivers. We will inform you as soon as reasonably practicable of any delays or complications.
Towbar Express will not be liable for any economic losses arising in any manner whatsoever out of any delays to, or complications with, the fulfillment of an Order, provided that nothing in these terms limits or excludes Towbar Express’s liability for death or personal injury caused by its proven negligence. This includes any losses incurred from missed holiday, or caravan site deposits etc.
6. Cancellation of Work
You have the right to cancel your order within 14 days from the point at which we accept your order. However, where you ask us to commence with your order within this period you agree to waive the right of cancellation.
There will be no charge provided no costs have been incurred. Where costs have been incurred you will only pay for the work completed or the cost incurred. Where you cancel your order within 7 days of your installation date the parts for your insatllation will have already been ordered from our suppliers, as such a 20% restocking fee would be discounted from any refund.
Payment for costs incurred will be required at the time of cancellation. Deposits will be refunded only if no costs have been incurred.
If you have paid by credit card, a 2% refund charge will be applied.
7. Goods Bought Mail Order / Supply Only
You have the right to cancel your order within 14 days from the point at which you receive your goods. You must inform us in writing, or by email to email@example.com that you would like to return your goods.
The goods must be returned unopened in their original packaging in order that we can re-sell them. We will refund the cost of the goods, and the cost of basic carriage to you. If you have opted for express delivery, will will only refund the cost of the basic delivery charge.
It is your reponsibility to return the goods to us at your own cost. You can arrange this yourself, or we can arrange it for you via our own courier. The cost of this would be discounted from your refund.
8. Storage Charges
Under normal conditions, no storage charges will be applied.
Full payment is normally required at the time of booking. At our discretion we may accept a 50% deposit in unusual circumstances. If we have accepted a 50% deposit from you, the balance of payment would be required before work is commenced. Any further work identified on inspection of the vehicle would be charged to the same card, unless otherwise specified by you.
10. Removed Parts
With the exception of Warranty and Service Exchange Parts, removed parts will be disposed by Towbar Express. Disposal will be in accordance with current environmental regulations and legislative requirements. If you require any parts, such as bumper crash beams to be retained and left with you, you must ask the fitter at the time of fitting, parts can not be returned later.
Subject to your statutory rights (which shall not be affected by this provision), once fitted to your vehicle a towbar or any other part cannot be exchanged.
Subject to your statutory rights (which shall not be affected by this provision), it is not possible to offer refunds after purchase for any parts that have been used on your car. If you believe that a towbar or electric relay that we have fitted is faulty, we will offer you the option of purchasing a replacement while the original part is sent to the manufacturer for analysis. If the manufacturer confirms that the product is faulty the cost of your replacement purchase will be refunded. We do however offer extensive guarantees on our work and parts (see separate section).
Towbar Express reserves the right to add, remove or amend the terms and conditions contained in this site without prior notice.
14. Use of Website Content
The contents of this website (including without limitation all website design, text graphics, the selection and arrangement thereof and all software compilations, source code, software and other material) are the copyright of Towbar Express or its technology providers/ contributors. You may view this website and print or download any part(s) of it for personal, non-commercial purposes only. You must not modify, copy, publish, transmit, display, perform, distribute, reproduce, license, create derivative works from, transfer or sell any information or other content, goods or services obtained from this website without Towbar Express’ prior written consent.
15. Links to Third Party Websites
This website may contain links to websites operated by third parties other than Towbar Express. Such links are provided for your reference only. Towbar Express does not control such websites, and is not responsible for the contents of these websites. Towbar Express’s inclusion of links to any such websites does not imply any endorsement of the material on such websites. Any use of that site by you or any arrangements entered into by you with the owners of those websites is at your own risk.
16. Liability Disclaimer
All content provided on this website is for information purposes only and does not in any manner create a legal contract express or implied between Towbar Express and you except only when agreed by Towbar Express in relation to an order of goods and/ or services made by you through this website which is accepted by Towbar Express.
Without limiting the foregoing, the information, software, goods, and services published on this website may include inaccuracies or typographical errors. Changes are periodically made to the information herein. Towbar Express and/or its respective suppliers may make improvements and/or changes in this website at any time. Towbar Express and/or its respective suppliers make no representations about the suitability of the information, software, goods and services contained on this website for any purpose. All information, software, goods, services and materials including text, graphics and are provided "as is" without warranty of any kind. To the extent permitted by law, Towbar Express and/or its respective suppliers hereby disclaim all warranties and conditions with regard to such information, software, goods and services, including all implied warranties and conditions of fitness for a particular purpose, title and non-infringement. Towbar Express does not warrant that the information available via this site is accurate, complete or current.
In no event shall Towbar Express and/or its suppliers be liable for any of the following losses or damage (whether such damage or losses were foreseen, foreseeable, known or otherwise): (a) loss of data; (b) loss of revenue or anticipated profits; (c) loss of business; (d) loss of opportunity; (e) loss of goodwill or injury to reputation; (f) losses suffered by third parties; or (g) any direct, indirect, punitive, incidental, special exemplary or consequential damages arising out of or in any way connected with the use of this website or with the delay or inability to use this website, for any information, obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability or otherwise provided that none of the foregoing and/ or nothing in these terms limits or excludes Towbar Express’s liability for death or personal injury caused by its proven negligence.
You warrant to Towbar Express that you will not use this website for any purpose that is unlawful or prohibited by these terms, conditions, and notices. It is always recommended for you to run anti-virus program on all material downloaded from the internet.
All trademarks, service marks, and trade names that appear on this website are proprietary to Towbar Express Limited, its Group companies, or other respective owners. Trademarks should not be copied without the prior written permission of Towbar Express.
18. Governing Law and Jurisdiction
These terms are governed by and shall by interpreted in accordance with the laws of England and Wales. You hereby consent to the exclusive jurisdiction and venue of courts in England and Wales in all disputes arising out of or relating to the use of this website. Use of this website is unauthorised in any jurisdiction that does not give effect to all provisions of these terms and conditions.
19. Relationship of Parties and Third Party Rights
You agree that no joint venture, partnership, employment, or agency relationship exists between you and Towbar Express as a result of the use of this website. Only you and Towbar Express shall be entitled to enforce these Terms and Conditions. No third party shall be entitled to enforce any of the terms, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.
If any part of these terms are determined to be invalid or unenforceable pursuant to applicable law including, but not limited to, the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of these terms shall continue in effect.
21. Entire Agreement
These terms are the only terms upon which Towbar Express is prepared to deal with a purchaser through this website and they shall govern the contract arising from any order made through this website that is accepted by Towbar Express to the entire exclusion of all other terms or conditions.
These terms constitute the entire agreement between the user and Towbar Express with respect to the use of this website and they supersede all prior communications and proposals.
Offers are for retail customers only.
All pricing on this website is in pounds sterling and is inclusive of UK Value Added Tax. Unless explicitly stated, the cost of fitting any parts purchased is included in the price. The price of the goods and/ or services shall be the price specified by Towbar Express in the Order Confirmation issued to you.
Our website contains a large number of goods and services and it is always possible that, despite our best efforts, some of the goods and/ or services listed on this website are incorrectly priced. We verify the prices included in your order to us as part of our processing procedures so that, where goods and/ or services are incorrectly priced we may, at our discretion, either contact you for your instructions in relation to your order or reject your order and notify you of such rejection.
Towbar Express reserves the right, before the relevant contract is formed in accordance with these terms and conditions, to change the price of the goods.
23. Quotations and Additional Work
All quotations / prices shown on our website are subject to change at any time as they are dependent on the cost of goods provided by our suppliers. Where we have provided a quotation in writing either by post or email, it would be valid for 30 days.
Where they include a specific promotional offer which has an earlier expiry date, the expiry date of promotional offers will be clearly marked.
Once work has started you will be informed immediately of any additional work identified. A new quotation will be produced on request and work will only be carried out with your agreement.
Transactions may only to be made through this website by residents of, and/or individuals, located in the United Kingdom.
All services ordered or booked on this website are either carried out at one of our centers in the UK or by one of our mobile fitting vehicles at the location agreed by Towbar Express in our Order Confirmation. Mobile fittings may not be available in some locations.
25. Disclaimer: Selection of the Correct Parts for your Vehicle
The fitting of parts to your vehicle will be subject to a visual inspection of your vehicle prior to the work starting to confirm that you have selected the correct parts for your vehicle.
Towbar Express undertakes reasonable steps to ensure the accuracy of the information on this website but due to the range and complexity of bumpers and trim fitted to vehicles during manufacture and in the aftermarket, we cannot guarantee the accuracy of this information and the results of the said applications on this website. Towbar Express accepts no responsibility for, and excludes all liability for, any losses suffered as a result of any applications on this website that are used by you to select the parts for your vehicle (using either the vehicle registration plate or the vehicle type) or by failing to provide the correct information for your vehicle.
Towbar Express also accepts no responsibility for and excludes all liability for any losses suffered as a result of any of our customers selecting and/ or ordering from us the incorrect towbar, or electrics specification, provided that nothing in these terms limits or excludes Towbar Express’s liability for death or personal injury caused by its proven negligence.
26. Disclaimer: Parking Sensors
If your car is equipped with rear parking sensors, we do not recommend the fitment of a fixed flangeball towbar. In most cases a fixed swan neck towbar will be suitable. However, the only way to fully guarantee that your parking sensors will not pick up the towbar neck is to have a detachable towbar fitted. If you choose at your discretion to have a either a fixed flangeball or swan neck towbar fitted, Towbar Express will not be held liable if your parking sensors pick up the towbar neck. In such circumstances it may be possible to upgrade the towbar neck to a detachable and we will provide you with a quotation to do this. This is not possible with all towbars.
27. Disclaimer: Alko Stabilisers and Towballs
Some caravans are equipped with an Alko Stabiliser. You must inform us at the time of booking confirmation if you intend to tow a caravan equipped with an Alko stabiliser.
This type of stabiliser requires extra clearance for the towbar. Fixed swan neck, detachable swan neck, and detachable flangeball towbars usually have this clearance as standard. If you choose a fixed flangeball towbar, you must also order a compatible Alko towball. You may provide your own towball for our fitter to fit, but in this case we do not offer a guarantee for the condition of the towball. Towbar Express will not be held liable for any damage to your car or caravan caused by using a caravan equipped with an Alko stabiliser with a non-compatible towball. You must check for clearance between the stabiliser and your car before towing.
Alko stabilisers require the paint to be removed from the towball before towing to prevent contamination of the stabiliser friction pads. Our fitter will not do this for you, and it is your responsibility to do it after the towbar fitment.
28. Cancellation / Movement of Online Bookings and Purchases
Appointments can be rescheduled to an alternative date (subject to availability) provided one clear working day is allowed between rescheduling and the original appointment (e.g. appointments for Thursday can be rescheduled up to midnight on Tuesday).
You have the right to cancel any online purchase or booking of services without charge by giving written notice prior to the day of service, unless Towbar Express has, with your consent, commenced the performance of the services and incurred cost. Bookings paid for by credit card will be subject to a 2% refund fee.
When you have paid in advance for any services from Towbar Express and you are not available at the scheduled appointment without making an appropriate cancellation or alternative arrangement with Towbar Express, Towbar Express shall be entitled to retain fifty percent (50%) of the relevant advance payment and Towbar Express shall refund to you the remaining fifty percent (50%) of such advance payment.
Your towbar installation will be tested by our fitter at the time of installation. However, if you discover a fault with your towbar or wiring you should inform us immediately.
We will arrange for our fitter to call out at the earliest available time. Please note that if we discover that any fault is not related to our installation, there is a £24 + vat call out fee. This is simply to cover our costs in coming out to you.
We will not pay any charges from any 3rd party unless they are agreed by us in advance. In the event that we agree to pay any costs we will only pay for like for like replacement of any parts.
We offer a 12 month guarantee on the installation of your towbar and electrics. We shall free of charge repair any faults that appear and you report to us during this time.
In respect of all goods manufactured and supplied to us by third parties we will pass on to you (in so far as possible) the benefit of any warranty given to us by such third parties and will (on request) supply to you details of the terms and conditions of such warranty and copies of any relevant product information sheets, technical data sheets or product leaflets issued by third parties and you shall be solely responsible to the entire exclusion of us for complying with all of these.
Our liability under this Condition shall be to the exclusion of all other liability to you whether contractual, tortious or otherwise for defects in the goods and/or cost of labour or for any loss or damage to or caused by the goods and all other conditions, warranties, stipulations or other statements whatsoever concerning the goods, whether express or implied, by statute, at common law or otherwise howsoever, are hereby excluded in particular (but without limitation of the foregoing) we grant no warranties regarding the fitness for purpose, performance, use, nature or merchantable quality of the goods, whether express or implied, by statute at common law or otherwise howsoever.
31. General Guarantee Conditions
The guarantees apply from the date of original purchase.
Guarantees are not transferable and only apply to the person who made the original purchase.
Please ensure you retain your invoice, as proof of purchase is necessary before work can be carried out under the guarantees.
All parts originally purchased at Towbar Express are covered by these guarantees, however, parts failing as a result of criminal or malicious damage, fire, theft or where the parts have been used for motorsport, hire vehicles or taxis are excluded.
If work is required to be carried out other than by Towbar Express, approval must be obtained in advance from Towbar Express Customer Service. The guarantee may be invalidated when parts are repaired by a garage or individual other than by Towbar Express. Towbar Express is not responsible for any part removed from the vehicle or adjusted by any person other than Towbar Express.
These guarantees do not cover any defect caused by reasonable wear, tear or corrosion, or any costs incurred through loss of use. Manufacturer’s conditions of sale apply to all goods sold.
These guarantees do not extend to any monetary or compensatory claim, in particular consequential or additional losses.
All Towbar Express guarantees are in addition to your statutory rights.
32. Data Protection - General
Towbar Express is conscious that you trust us with your private information which is necessary to process your order. Other than where stated within these Terms and Conditions and with our chosen payment card service provider, you have our assurance that your information will not be shared with other organisations outside of Towbar Express, unless we are compelled to do so by law.
33. Customer Surveys / Other Goods & Services
Towbar Express' commitment to improving customer service includes our Customer Survey Team telephoning a number of customers each day to ask about the standard of service they have received.
If you do not wish to receive such calls, please let us know, giving your full name and address and the Towbar Express invoice reference number:
- E-mail firstname.lastname@example.org;
- Call the Towbar Express Customer Helpline on free-phone 0800 328 0 592 (mobile call charges may apply), or on 01947 895230;
- write to Towbar Express Customer Service, The Old Surgery, Egton, Whitby, North Yorkshire, YO21 1TX.
If you prefer that we do not contact you with further Towbar Express information, other than required by law, you may opt out.
To opt out, please either:
- E-mail email@example.com;
- Call the Towbar Express Customer Helpline on free-phone 0800 328 0 592 (mobile call charges may apply), or on 01947 895230;
Please include your name, address, and other identification information and any other applicable information. Your request will apply to any of the information we have obtained in any transaction.
It may take between 48 - 72 hours from the time we receive your request to opt-out and to remove you from our database. Please be aware that you may still receive offers during the period that your request is being processed.
35a. Unsolicited E-mail
If you believe you have received unsolicited commercial email please forward the email you received in its entirety to: firstname.lastname@example.org
This Policy covers how Towbar Express treats personal information that it collects and receives, including information related to your use of Towbar Express' goods and services. Personal information is information you provide about yourself that is personally identifiable like your name, address, email address, or phone number and that is not otherwise publicly available. This Policy does not apply to the practices or the content of websites of companies that Towbar Express links to or does not own or control.
35c. Information We Collect
As we sell, service and install goods with safety implications, we need to hold your contact details in the event that we need to inform you of a product or service recall.
Additionally, in order to ensure that consumers get the very best service; Towbar Express collects demographic information, web pages visited and other consumer-volunteered information from sources such as forms, survey information and/or site registrations. Towbar Express request forms may require users to give us information such as your name, address, phone number, e-mail address, certain financial and credit-related information.
The information you provide to Towbar Express also helps us in the development or referral of goods and services that we believe will meet the continuing needs of our customers. Collected information is used to improve the content of our website, customise the content and/ or layout of our website for individual users, and to contact users for marketing purposes as well as this information is used to route requests to our auto dealer network, fulfilment and marketing partners.
Towbar Express automatically receives and records information on our server logs from your browser, including your IP address, Towbar Express cookie information, and the page you request. Towbar Express uses information for the following general purposes:
- to customise content you see;
- fulfill your requests for goods and services;
- improve our services;
- contact you;
- conduct research, and
- provide anonymous reporting for internal and external clients.
35d. Information We Share With Others
Towbar Express may use third parties to assist with the provision of goods and/or services which are purchased and/or booked through this website. Towbar Express may need to forward certain of your personal information to such third parties for the purpose of providing such goods and/ or services only.
35e. Children's Guidelines
Although this site is intended for the use of adults, and is not of likely interest to children, the forms on this site are capable of collecting online contact information from children who furnish it without prior parental consent or parental notification. Upon discovery and/ or notification of any information supplied to Towbar Express by children, Towbar Express shall delete such information held by it.
Cookies are small text files that are placed on your computer by websites when you visit them. They are widely used in order to make websites work, or work more efficiently, as well as provide information to the owners of the site.
The cookies we use are essential for parts of the site to operate, in particular our quotation system. You may delete and block all cookies from our sites, but parts of the site will not function correctly. If you choose to turn cookies on, remember to sign off when you finish using a shared computer.
All our cookies have a life that spans only the length of your session with our website, sometimes shorter, in particular if you are using one of our booking engines. If you close your browser and leave our site all cookies expire with the exception of the cookie named “Your Cookie Settings” which has a life span of 365 days and necessary to store your cookie settings for this site.
The cookies used on this website have been categorised using best practice. A list of all the cookies categories used on this website can be found at www.towbarexpress.co.uk/cookies and is set out in the list below.
These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.
These cookies allow the website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.
These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. They are only used to improve how a website works.
These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
Additional Cookie Categories
When you visit a site you may notice some cookies that aren't related to that site. If you go on to a web page that contains external content, for example from Google Maps, you may be sent cookies from these websites. The original site does not control the setting of these cookies, so it is suggested you check the third-party websites for more information about their cookies and how to manage them.
Adobe Flash Player used for videos uses Flash cookies (also known as Local Shared Objects) to help improve your experience as a user. Flash cookies are stored on your device in much the same way as usual cookies, but they're managed differently by your browser.
If you wish to disable or delete a Flash cookie, see Adobe Flashplayer Security Settings (opens in a new window). Please note that if you disable Flash cookies for a site you will be unable to access certain types of content on the site, such as videos.
Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, please visit www.allaboutcookies.org.
Towbar Express understands the importance of the security of your data. When applicable, we use the latest SSL (Secure Socket Layer) encryption technology to protect sensitive personal or financial information during transmission. This allows your personal information to be submitted in a secure environment while reaching the intended parties. An SSL-capable web browser is needed to support this encryption technology.
35h. Online Payment Security
Towbar Express treats the security of your personal and payment details with paramount importance. We provide protection in a number of ways:
- When you transact with us online your details are encrypted between your web browser and our server. Our website http://www.towbarexpress.co.uk automatically changes to https://www.towbarexpress.co.uk when required.
- We use Sage Pay Europe Limited (see www.sagepay.co.uk) as our payment gateway for the secure authorisation and processing of your credit or debit card payments. Sage Pay Europe Limited are the largest independent secure online payment solution provider to UK businesses.
- Towbar Express does not store your payment card information on our servers, nor do any Towbar Express personnel have access to your card information when provided via this website.
- In addition to Sage Pay’s usual authorisation procedures the UK clearing banks have introduced a system called 3D Secure to provide additional consumer protection. 3D Secure is the latest and most effective means of protecting you against fraud. Towbar Express has worked with the Sage Pay service to introduce this level of protection to you. Customers who have already authenticated 3D Secure cards need only follow their normal process which usually involves the entry of a password to your card issuers’ website during the payment process. If you do not have an authenticated 3D Secure card, there is a mandatory 3D Secure sign up which you will have to complete. This process will vary depending on your card issuer. This will have to be completed before you can pay for your goods.
35j. Additional Information
Requests for additional information on our Privacy and Data Protection policies can be made to Customer Service, Towbar Express Ltd, The Old Surgery, Egton, Whitby, North Yorkshire, YO21 1TX.