Table of contents
- 1. Interpretation
- 2. Quotations
- 3. Assistance from the driver with loading and unloading
- 4. Exclusions from our quotations
- 5. Excluded property
- 6. Customer’s responsibilities
- 7. Vehicle overload
- 8. Ownership of goods
- 9. Refund policy
- 10. Payment of service charges
- 11. Insurance and liability
- 12. Claims
- 13. Delays in transit
- 14. Storage
- 15. Disputes
- 16. Subcontracting the work
- 17. Entire agreement
- 18. Jurisdiction
1. Interpretation
In these conditions, the following references apply:
- “MuveOne” or “We,” “us,” “our,” refers to the Contractor.
- “You,” “Your,” or “Assured” pertains to the Customer.
- “Goods” denotes the items being removed and/or stored.
- “Consignment” represents all Property sent together, consisting of multiple packages in one load, destined for the same location.
- “Policy” signifies the insurance policy provided by the underwriter of Muve One Ltd or their subcontractors, including any attached or issued endorsements.
- “Property” or “Subject Matter” encompasses the insured goods that belong to You or for which You are responsible during transportation, excluding any explicitly excluded property as per this Policy.
- “Vehicle” or “Vehicles” include 3.5-tonne vans, other motor vehicles, articulated vehicles, trailers, and semi-trailers.
2. Quotations
Quotations provided include the following:
- Customs Declaration in the country of departure
- Customs Clearance in the destination country
- Transit Guarantee T1
- Transit Accompanying Document (TAD)
- Assistance from a helpful driver
- Fuel for the entire journey
- Ferry fares
- All road toll charges
- Goods in Transit Insurance coverage up to £20275
Please note that quotations do not cover any customs duties, customs guarantees, levies, fees, or taxes payable to government or other statutory bodies. If such fees or guarantees are applicable, they will be your responsibility and must be paid in addition to the quoted price.
We reserve the right to revise the quote or apply additional charges if any of the following factors were not taken into account during the quotation preparation:
- Our costs increase due to currency fluctuations, changes in taxation, or freight charges beyond our control.
- The access to the collection or delivery point is inadequate or unsuitable for our vehicles (e.g., the distance between our vehicle and the building’s entrance exceeds 20 meters or 66 feet).
- Any parking, parking contraventions, or other fees or charges that we incur and pay in order to fulfill the services you require.
In such circumstances, you will be responsible for paying the additional charges.
Once we receive your deposit payment and a complete set of documentation for your move, we will send you an email confirmation that serves as a guarantee for the requested service. We guarantee that bookings for a full capacity of a 15 cubic meter vehicle will be honored on the specified date. However, for bookings of 10 cubic meters or less, it is necessary for you to have all the goods ready for collection at least 72 hours before the selected collection date you specified during the booking process.
3. Assistance from the driver with loading and unloading
When placing your order at https://muveone.co.uk, you have the option to request the driver’s assistance with loading and unloading your items. If you choose this service, you will be charged £12 for every 30 minutes of the driver’s work. The charge is automatically calculated in 30-minute intervals. This service is applicable at both the loading and unloading locations.
In this contract, the driver’s help is defined as aiding you in carrying the items from the Property to the vehicle and from the vehicle to the Property. However, it is your responsibility to oversee this process, including any loss of or damage to the Property.
The charge for help with loading begins when the driver takes a photograph of the empty loading compartment of the vehicle. It ends when the driver takes a photograph of the loaded compartment of the vehicle.
Similarly, the charge for help with unloading starts when the driver takes a photograph of the loaded vehicle before the goods are removed. It concludes when the driver takes a photograph of an empty compartment of the vehicle after all the goods have been removed.
Payment for the driver’s assistance must be made immediately after the completion of the process, using a card payment online. The sales invoice for this service, along with a link to the online payment facility, will be sent to you via email as soon as the driver takes the last photograph.
4. Exclusions from our quotations
Unless specifically agreed upon in writing, the following tasks are not included in our quotations:
- Providing more than one driver to assist with loading and unloading
- Dismantling fixtures or fittings
- Disconnecting or reconnecting appliances, fittings, or equipment
- Removing or laying fitted floor coverings
- Taking down or re-hanging curtains, blinds, or other window coverings
- Moving night storage heaters unless they are dismantled
- Moving or storing any items explicitly excluded under paragraph 5
- Moving any item or items that our driver reasonably believes cannot be moved safely or may cause damage to the item(s) or its surroundings.
Please note that while our standard van has a total capacity of 20 cubic metres, we restrict the usage to a maximum of 15 cubic metres. This limitation is necessary to ensure that the total weight of the goods loaded into the van does not exceed the 1200kg weight limit.
5. Excluded property
The following items are expressly excluded from this contract and will not be transported:
- Plants, including potted plants (as they are considered a biological hazard since Brexit).
- Food items, encompassing both perishable and non-perishable goods such as fresh and canned vegetables, meat, and fish.
- Refrigerated or frozen food or beverages.
- Live animals and their respective enclosures or containers, including pets, birds, or fish.
- Precious items such as jewelry, watches, trinkets, valuable stones, money, deeds, securities, stamps, coins, or similar valuable collections.
- Potentially dangerous, damaging, or explosive items.
- Goods that are likely to attract vermin, pests, or cause infection.
- Cars, boats, and caravans.
- Furs, perfumery, food items, or any perishable goods.
- Goods that exceed the designated space provided for your items in the vehicle.
- The designated space corresponds to the size option you selected during the online booking.
If you submit such goods without our knowledge, we will not be held liable for any loss or damage, except in cases where death or injury is caused by our negligence, or that of our employees or agents. As a result, you will indemnify us against any charges, expenses, damages, or penalties claimed against us by third parties. Furthermore, we reserve the right to dispose of any such goods listed under paragraph 6, without prior notice.
6. Customer’s responsibilities
It is solely your responsibility to:
- Determine the total volume and weight of the goods you wish to move and select an appropriate size option for your removal when booking our service.
- Declare the accurate value of your goods. Upon completing your booking, you will receive a link to an online Insurance Form (Goods in Transit Insurance) that you must fill out. This form will also serve as a packing list for customs declarations. The value you state in the Insurance Form will be used by customs clearance officers to determine the value for any necessary guarantees. Refer to the Exceptional Customs Clearance Guarantees section below for more details.
- Obtain, at your own expense, all required documents for the completion of the removal, including but not limited to:
For moves out of the UK:
- A UK certificate of residence or evidence proving that you have lived in the UK for at least 12 months (e.g., 12 months of council tax bills or bank statements showing your address).
- A certificate from the local council in the destination country certifying your residency.
- A detailed packing list specifying the value, size, and weight of each item. Please fill in all fields provided in the MuveOne Insurance Form.
- A self-certificate (using this template) to inform customs authorities that you have owned and used the household items for more than six months and have no intention to sell, rent, or pledge them after receiving them at your new place.
- A signed authorization for the customs clearance agent in the destination country to act as your representative (provided at least one day before collection).
- A copy of your ID card or passport.
If the EU, UK, Swiss, or Norwegian customs authorities are not satisfied with the provided paperwork, you will be required to address the issue.
moves into the UK:
- ToR (Transfer of Residence) relief reference number.
- A detailed packing list specifying the value, size, and weight of each item. Please fill in all fields provided in the MuveOne Insurance Form.
- A picture of your passport photo page.
- A clear scanned proof of your address (UK), such as a utility bill. If you don’t have a UK address, you must provide a statement from the person you will be residing with, along with scanned proof of their address.
- A self-certificate (using the provided template) to inform HMRC (Her Majesty’s Revenue and Customs) that you have owned and used the household items for more than six months and have no intention to sell, rent, or pledge them after receiving them at your new place.
You are required to upload all the necessary documents for your move in the specified electronic format to the MuveOne Customer Portal no later than five days prior to the scheduled collection date.
Ensure that you or a designated representative is present at both the departure and destination points to ensure that nothing is mistakenly removed or left behind in the wrong room.
Properly prepare and secure all appliances before removal. Electronic and fragile items should be wrapped in bubble wrap and packed in double-walled cardboard boxes. Furniture and large items (over ⅛ of a cubic meter in volume) should be padded with removal blankets and wrapped with at least five layers of plastic cling film on each side.
Authorize us and our EU partners (customs agents) to represent you when dealing with customs administration under the terms of Article 18 of the Union Customs Code (EU regulation n° 952/2013). This includes:
- Signing import and export customs declarations on your behalf.
- Carrying out all necessary acts related to customs declarations.
- Presenting your documents and goods for customs checks.
- Executing temporary admission on your behalf (if applicable).
- Settling import duties, VAT, and excise taxes on your behalf.
- Accepting any reimbursements and retrieving certificates on your behalf.
Customs clearance guarantees
In the event that the customs agent in the destination country grants you temporary admission instead of definitive import clearance, we are required to provide a guarantee for potential import duties and VAT to the local tax office before unloading the vehicle.
The guarantee amount, which can be up to 40% of the value of your property, will be invoiced to you and must be paid within 4 hours of receiving our request. Once you obtain definitive clearance for your consignment (within a maximum of three months from the temporary admission date), we will refund the guarantee amount, deducting a 2.5% card processing fee.
Temporary admission is typically granted by customs agents when the documentation provided by you is incomplete or if you are not eligible for exemption from import duties and VAT.
7. Vehicle overload
In compliance with European law governing the transportation of goods across the EU, UK, Switzerland, and Norway, we are obligated to ensure that the total weight of the van, including both the van itself and the goods being transported, does not exceed 3500kg. If, during the loading process, the driver determines that the weight limit has been reached, they will request that you refrain from loading additional items into the van.
In the event that you disagree with the driver’s assessment and choose to load more items into the van, you will be held responsible for any charges, expenses, damages, or penalties claimed against us by third parties. We will not be liable for any loss or damage to your items under such circumstances.
If, during a vehicle weight check, it is discovered that the van exceeds the allowed weight limit, we will transfer the excess weight to another vehicle. You will be billed for the use of an additional vehicle based on the prevailing rates set by Muve One Ltd for the given route. A weight printout will be provided to you, indicating the weight of the vehicle.
8. Ownership of goods
By entering into this contract, you affirm that the goods being transported are either your own property or that you have obtained authorization from the owner to enter into this agreement on their behalf.
You confirm that you have possessed the goods for a minimum period of six months, starting from the date they are loaded onto our vehicle.
Furthermore, you agree to bring the goods into your new place of residence within a 12-month timeframe from the actual establishment of your residence.
In the event that any claim for taxes, duties, or damages arises due to the falsity of the aforementioned statements, you will bear the responsibility to settle such claims against either yourself or the aforementioned parties.
9. Refund policy
In the event of contract cancellation due to the inability to provide documentation or a change of mind resulting in the decision not to move, the following refund policy will apply. The refund amount is dependent on the notice provided:
- Cancellation more than seven days before the collection day: A refund equal to 50% of the booking deposit paid.
- Cancellation less than seven days before the collection day: A refund equal to 20% of the booking deposit paid.
- Failure to notify us of cancellation and failure to hand over the goods on the collection day: 100% of the booking deposit will be retained.
For every processed order cancellation, the remaining balance paid will be fully refunded.
Cancellations and refund requests, if necessary, must be submitted online through the MuveOne Customer Portal. We do not accept cancellation requests over the telephone.
If you provide a notice of more than seven days before the initially selected collection date, you can reschedule the collection of your goods for another agreed-upon date free of charge.
The “agreed removal date” refers to 00:01 am on the date arranged between you and MuveOne for your move.
10. Payment of service charges
When booking your service at https://muveone.co.uk, a booking deposit is required to be paid by card. The booking deposit is a fraction of the total service value and must be paid in Pound Sterling.
Payment of the booking deposit is due at the time of booking, and online card payments are accepted using Stripe Europe. The remaining balance must be paid before the vehicle is loaded, and the payment can be made through the MuveOne Customer Portal. We accept Visa, Mastercard, American Express, Maestro, and JCB cards. Please note that we do not accept cash or cheques as payment methods.
Failure to pay the remaining balance on the day of loading may result in the postponement of the loading/unloading process. A VAT sales receipt for the full payment will be emailed to you as an attachment within 24 hours after the completion of the service.
11. Insurance and liability
All consignments of personal effects will be insured under the Goods in Transit Policy belonging to Muve One Ltd or their subcontractors. Your selection of third-party insurance offered via the Muve One website does not affect your right to claim under the Policy described in this section.
In consideration of the payment of the service fee (booking deposit and remaining balance), Muve One Ltd shall insure your consignment against loss, destruction, damage, or liability during the transit period, subject to the exclusions, provisions, and conditions of the Policy. The Policy should be considered a contract, and the Insurance Form (packing list) provided by you serves as the basis of the contract. The maximum amount we will pay under this Policy for any single event is £20,275.
Insurance coverage begins when the property is loaded and continues until arrival at the destination. It includes temporary housing during transit on the means of conveyance but does not cover temporary housing of property unloaded at premises owned or rented by you. The coverage also extends to incoming supplies and property consigned to you from addresses within the territorial limits of the European Union, UK, Switzerland, Norway, Liechtenstein, Gibraltar, Andorra, Vatican City, Monaco, including sea crossings.
If, as a result of uncontrollable circumstances, the contract of transportation is terminated at a customs office, port, or location other than the designated destination, or if the transit is prematurely concluded prior to the delivery of the goods, this insurance coverage will also cease.
What is covered?
This insurance policy provides coverage for all potential risks of loss or damage to the insured Subject Matter, with the exception of those specifically listed as exclusions.
- This insurance provides coverage for theft or attempted theft from a vehicle in cases where there are visible signs of forced entry to the vehicle.
- Coverage is extended for cases where items are missing from the consignment, but only if they are checked against the Insurance Form completed by you and the driver at the time of unloading.
- Destruction or damage of the Subject Matter packed in bubble wrap and double walled cardboard boxes.
- Destruction or damage of the Subject Matter due to our negligence.
- The expense of transferring the Subject Matter to any other vehicle following the vehicle breakdown or collision and re-securing the Subject Matter where there is dangerous movement of the load in transit.
Exclusions – the Policy does not cover
- Coverage applies for missing items from the consignment that are reported to us after the vehicle has departed from the place of unloading.
- We will not pay for loss or damage to Property during loading, unloading of the vehicle.
- Expenses for which You are responsible in the event of service delay or the lack of service.
- We will not provide compensation for loss or damage to packing materials, sheets, ropes, chains, or any other items that belong to you.
- The policy excludes coverage for any loss or damage to property resulting directly or indirectly from the insufficiency or unsuitability of packing or preparation of the insured subject matter, leading to loss, damage, or expenses.
Under no circumstances will this insurance policy provide coverage for any loss, damage, or expenses resulting from Brexit, pandemics, wars, revolutions, rebellions, riots, insurrections, strikes, or lockdowns caused by terrorists or individuals acting with political motives.
This policy excludes coverage for any loss or damage to the property, whether directly or indirectly caused by delay, willful misconduct of the policyholder, loss, damage or expense attributable to the policyholder’s willful misconduct, ordinary leakage, ordinary loss in weight or volume, or ordinary wear and tear of the insured subject matter.
In no case shall this insurance cover loss, damage or expense arising from insolvency of Muve One Ltd or operators of the vehicle.
This policy does not cover any indirect or consequential loss, natural deterioration, or the deterioration of property conveyed in frozen, chilled, or insulated condition due to faulty stowage, incorrect setting or operation of the equipment, variations in temperature, unless directly caused by fire. Furthermore, this policy excludes coverage for accidents involving the conveying vehicle, except in cases of breakdowns.
We are not responsible for any damage to premises caused by the driver during the removal process without your assistance.
If there are any damages to premises, it is essential to report them to us while the driver is still present at the loading or unloading locations.
12. Claims
All claims must be submitted to Muve One Ltd by emailing to [email protected] within seven days of the incident.
In order to qualify for coverage under this insurance, it is necessary for you to have a vested interest in the subject matter insured at the time of the loss. Additionally, you must acknowledge and accept the £481 excess, which represents your responsibility as the initial portion of each claim or incident under this policy.
In the event of a claim, you are required to provide the Underwriters with evidence of the value of the subject matter. Acceptable forms of evidence include sales receipts and links to online advertisements promoting sales of similar products to the subject matter.
13. Delays in transit
The estimated arrival and departure times provided are subject to unforeseen circumstances and should be considered as approximations.
14. Storage
In the event of delays in unloading the van, an additional charge for waiting time will apply at a rate of £40 per hour per vehicle. Please note that Muve One Ltd does not offer storage services, except in the following situation:
If you are unable to meet the driver at the unloading address for more than 12 hours after their arrival, we will transport your belongings to a commercial storage facility chosen by us. You will be responsible for the journey to the storage facility, charged at the rate specified on https://muveone.co.uk on the respective day. Additionally, you will be charged for the labor required to unload and reload the vehicle at a rate of £50 per hour, along with the applicable storage fees.
15. Disputes
In the event of a dispute arising from this agreement that cannot be resolved directly, either party (yourself or Muve One Ltd) may refer the matter to the Ombudsman or utilize the European Union’s Online Dispute Resolution platform.
16. Subcontracting the work
We reserve the right to subcontract some or all of the work outlined in our quotation without prior consultation. In the event of subcontracting, the Terms and Conditions of Muve One Ltd will continue to apply in full.
17. Entire agreement
These Terms and Conditions, in conjunction with our quotation, constitute the entire agreement between us and supersede any prior verbal discussions. Any mutually agreed-upon variations to these Terms and Conditions should be confirmed in writing. However, any such variations will not invalidate the remaining provisions of these terms and conditions.
18. Jurisdiction
The terms of this agreement are subject to the jurisdiction and laws of England and Wales. The insurance coverage is subject to English law and practices.
MuveOne Ltd,
86-90 Paul Street, London,
England, EC2A 4NE
Tel: + 44 333 344 2573
UK Registered Company no: 14895127
MUVE ONE LTD
86-90 Paul Street, London,
England, EC2A 4NE
Reg No : 14895127
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