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    5m3


    Typical for studio flats or small moves – fits 15-20 boxes + compact furniture like a bike or bedside table. Perfect for downsizing or student moves.

    10m3


    Typical for Suits 1-bedroom homes – carries sofa, bed, 40+ boxes & appliances. Efficient solution for first-time movers or career professionals.

    15-30m3


    15m³ (1 van) for 3-bed homes or 30m³ (2 vans) for large properties. 1200kg per van – typical for families or multi-room moves.

    * All quotes includes;
    insurance options and customs clearance fees.

    Table of contents

    1. Interpretation

    In these Terms & Conditions, the following words have the following meanings:

    • “MuveOne”, “we”, “us” or “our” — Muve One Ltd, registered in England and Wales under company number 14895127, with registered office at 86–90 Paul Street, London, England, EC2A 4NE.

    • “You”, “your” or “Customer” — the natural person or entity placing a booking with us.

    • “Goods” — the items being moved and/or stored under this contract.

    • “Consignment” — all Goods moved together as one load to the same destination.

    • “Booking” — a confirmed instruction to move a Consignment, formed in accordance with §3.

    • “Quote” — the system-generated price returned to you by email after you complete our online quote form (see §3).

    • “Customer Portal” — our authenticated portal at https://portal.muveone.co.uk/login, the contractual channel for paying the balance, actioning upgrade payments, and downloading receipts for deposit / balance / upgrades only (see §15.1(c)). Cancellations, reschedules, address changes and every other modification to the Booking are submitted by email to [email protected] per §15.1.

    • “Service” — the bi-directional UK ↔ Europe removals service we provide, as described in §2.

    • “Vehicle” or “Vehicles” — any 3.5-tonne van, larger motor vehicle, articulated vehicle, trailer or semi-trailer we use in performing the Service.

    • “Partnership Crew” — third-party loading, packing or unloading crews engaged by us under §19 to deliver the Service outside London and in continental Europe.

    • “Policy” — the Goods-in-Transit insurance policy referenced in §12.

    • “Property” or “Subject Matter” — the Goods insured under the Policy.

    • “Working day” — a day other than a Saturday, Sunday or English bank holiday.

    2. Service scope

    2.1 We provide a bi-directional UK ↔ Europe removals service. The same operating model — single-driver vans, scheduled corridor routes, 3-day collection windows, instant fixed quotes, in-house London crew, Partnership Crews UK-wide and across continental Europe — applies whether the United Kingdom is the origin or the destination.

    2.2 The following are out of scope and not covered by these T&Cs even if quoted by mistake:

    • domestic UK-only moves;

    • vehicles, motorbikes, boats, caravans, mobile homes and trailers;

    • same-day or sub-week dedicated full-vehicle runs;

    • commercial / office moves at scale;

    • destinations on islands or in remote regions for which no scheduled corridor exists — treated case-by-case at our discretion before any Booking is confirmed.

    2.3 The default Service is self-pack, self-load and self-unload, single driver per Vehicle. On-request paid services (packing, additional crew, storage) are subject to §6 and are not part of the default Service.

    2.4 CMR applicability. CMR (the Convention on the Contract for the International Carriage of Goods by Road 1956, as implemented in the United Kingdom by the Carriage of Goods by Road Act 1965) applies to this contract only where the carriage is found, by operation of law, to fall within Article 1 CMR (carriage of goods by road for reward between states parties to the Convention). Most consumer household-removals carriage falls outside Article 1’s mandatory scope; where it does, CMR does not apply and the standard terms of these T&Cs govern in full. Where CMR is found to apply in a given case, Articles 17, 23 and 29 CMR (carrier’s liability, limits and wilful-misconduct exception) operate as mandatory law and prevail over any contrary term of these T&Cs to the extent of any inconsistency. Where CMR applies and produces a higher limit than §13.2, the CMR limit prevails; where CMR is silent, these T&Cs apply. §13.5 (CMR liability) takes effect in the CMR-applicable subset only.

    3. Quotes and booking formation

    3.1 Our Quotes are system-generated in seconds based on the information you submit through the online quote form. The Quote is delivered to you by email and contains the route, Booking date or 3-day collection window, Van size, all-in price, what is included, the upgrade-tier prices for that route (see §5.6), the refund schedule (see §15), and a booking link to the Customer Portal.

    3.2 The Quote email is the authoritative record of the Quote. Any pre-Booking communications by telephone, WhatsApp, SMS, in-person conversation, social-media direct message or other channel are non-binding and do not vary the Quote; if they conflict with the Quote email, the Quote email controls, save to the extent that a representation made by us to you and relied upon by you in deciding to Book is binding under section 50 of the Consumer Rights Act 2015 (information given to a consumer about a service is binding).

    3.2A Entire agreement — sales-channel record. For the avoidance of doubt and notwithstanding any written record of pre-Booking communications (including but not limited to WhatsApp messages, SMS messages, social-media direct messages, transcripts of telephone calls and notes of in-person meetings), the Quote email together with these T&Cs and any §6.3 written addendum is the entire agreement between you and us in respect of the Booking. Pre-Booking written records of sales communications are evidence of the communications themselves but do not, of themselves, constitute contractual terms. This §3.2A is subject to (i) §3.9 (misrepresentation), (ii) CRA 2015 s.50 in respect of information you reasonably relied upon in deciding to Book, and (iii) anything that cannot be excluded as a matter of law.

    3.3 A Booking is formed only when you pay the 25% booking deposit through the booking link in the Quote email, by accepted card payment, and we issue an email confirmation. By paying the deposit you confirm that you have read, understood and accepted these T&Cs and the Quote, and that the information you supplied is true and complete to the best of your knowledge and belief.

    3.3A Prominence — onerous terms. At the booking-link page, before the deposit button is enabled, you will be asked to tick a box confirming that you have specifically read and accepted the following clauses, each of which is brought to your attention here as required by Interfoto Picture Library v Stiletto Visual Programmes [1989] QB 433: §6 (on-request paid services); §7.4 (high-value items and hand-carry); §8.7 (customs guarantee on temporary admission); §10.7 (premises-damage sub-limit); §11 (payment, default and lien); §12.1 (£20,275 standard insurance cap, with no declared-value uplift available — Consignments above the cap must be self-insured, hand-carried under §7.4, or excluded); §13 (limitation of liability); §14 (your indemnities to us); §15 (cancellations and refund schedule). The booking link will display a plain-language summary of each.

    3.3B Statutory cancellation right — express request to begin performance. The Service is a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because the Service requires us to take steps (corridor allocation, customs lodgement, customs-document review, Partnership Crew confirmation, Vehicle scheduling) immediately on Booking and within the 14-day statutory cancellation period under regulation 36 of those Regulations, by paying the deposit you expressly request that we begin to perform the Service immediately and you acknowledge that you will lose the right to cancel under regulation 36 of those Regulations once we have begun to perform. The cancellation regime in §15 of these T&Cs applies in place of regulation 36 from that point. Nothing in this §3.3B affects your statutory rights under regulations 12 and 13 to pre-contract information, which we provide via the Quote email and the booking-link page.

    Non-UK-resident consumers — localised waiver. Where you are habitually resident outside the United Kingdom in a country whose domestic consumer-protection law gives you an equivalent of the Article 16(a) waiver under Directive 2011/83/EU (or the equivalent rule in your country of habitual residence), the booking-link page captures that waiver in the local-language statutory form for your country of habitual residence and in the UI language you selected under §3.3C. The substantive effect is the same: you expressly request immediate performance and acknowledge loss of the relevant withdrawal right in respect of the work already performed. Your mandatory statutory rights are preserved per §22.2(b)(iii).

    3.3C Language of the Booking and the onerous-terms summary. Where you have selected a UI language other than English on the quote form, the §3.3A onerous-terms summary, the §3.3B express-request waiver and the booking-link consent flow will be presented to you in that language and accepted in that language. The full English text of these T&Cs remains the authoritative version and is hyperlinked from the localised summary; in the event of any conflict between the English text and a translation, the English text prevails save to the extent that mandatory consumer-protection law of your country of habitual residence requires otherwise (per §22.2(b)(iii)). MuveOne supports the following UI languages: English, French, Spanish, Italian, German, Polish, Dutch. Where your preferred language is not on the list, the consent flow is presented in English with a plain-English summary, and you are invited to confirm by email that you have read and understood; absent such confirmation, the §3.3A acknowledgements are taken individually, clause by clause, at the booking-link page.

    3.4 Each Quote includes the following as standard:

    • export customs declaration in the origin country;

    • import customs clearance in the destination country, including Transit Accompanying Document (TAD) where relevant;

    • driver assistance metered at the rate in §4;

    • fuel for the journey;

    • Goods-in-Transit insurance to the limit in §12.

    3.5 Each Quote excludes: customs duties, VAT, customs guarantees, customs-authority fees, levies, statutory fees, taxes, parking fines, congestion / clean-air charges, external-lift hire (§10), packing, additional crew, storage (§6), and any item or service not expressly included in the Quote. For the avoidance of doubt and for compliance with the pricing-transparency provisions of the Digital Markets, Competition and Consumers Act 2024 (DMCC 2024) and the Consumer Protection from Unfair Trading Regulations 2008, the Quote total is the all-in price for the carriage Service we provide; it is not a total-price representation in respect of customs duties, VAT, customs guarantees, customs-authority fees, statutory taxes or other third-party charges that are outside our control and that are payable by you direct or as a pass-through under §3.4–§3.6. The booking-link page brings this exclusion to your attention before deposit capture.

    3.6 We may revise the Quote, or raise additional charges, if any of the following circumstances were not factored into the original Quote:

    • our costs increase materially due to currency movement, taxation changes or freight surcharges outside our control;

    • access at either end is inadequate or unsuitable for our Vehicles (for example, distance from Vehicle to entrance greater than 20 m / 66 ft, restricted streets, height or weight limits);

    • parking, parking enforcement, congestion-zone or clean-air-zone charges we incur to perform the Service;

    • the Inventory you submit under §8 shows a larger volume or different access conditions than the Quote was based on;

    • waiting-time, additional-crew, external-lift, storage or other on-request services are taken under §4, §6, §10 or §17.

    3.7 Where any revision under §3.6 raises the Quote materially, we will notify you in advance and seek your acceptance before incurring the additional charge, except where the additional charge arises on the day as the direct consequence of a customer-side situation (for example, on-the-day re-tier under §5, waiting time under §9, parking enforcement under §10).

    3.8 Customer’s right to cancel on material price revision. Where any revision under §3.6 — whether under §3.6(a), (b), (c), (d) or (e) — would increase the Quote by more than 5% of the original all-in price, you may, within 7 days of our written notification of the revision (or, where the revision is notified on or after the day of loading, before loading begins), cancel the Booking by email to [email protected] under §15.1(a) and we will refund you 100% of all sums paid (deposit and balance), less any reasonable third-party costs already irrevocably incurred on your behalf. This right does not apply to additional charges that arise on the day of loading or after as the direct consequence of your conduct or your conduct’s effect on performance — specifically: waiting time under §9.5, parking-enforcement pass-through under §10.1 incurred at your direction, on-the-day re-tier under §5.7 driven by a Customer Inventory inaccuracy under §8.3B, customs guarantees under §8.7 in respect of customs documents you supplied, and on-the-day services you positively request.

    3.9 Misrepresentation. Nothing in §3.2, §3.2A or §24.1 (entire agreement) excludes or limits any liability we may have to you under (a) section 2(1) of the Misrepresentation Act 1967 for a representation made by us to you and reasonably relied upon by you in deciding to Book, (b) CRA 2015 s.50 for information given to you about the Service, or (c) any liability for fraudulent misrepresentation. Pre-Booking statements made through any channel which fall within (a)–(c) remain actionable; our remedy in respect of any other pre-Booking statement is limited to the entire-agreement principle in §3.2A and the binding-information principle in §3.2.

    4. Driver assistance

    4.1 If you request driver assistance at Booking, you will be charged £12 for every 30 minutes of the driver’s time, calculated automatically in 30-minute intervals. The Service is available at both the loading and unloading addresses.

    4.2 Driver assistance is the driver’s own hands. The driver helps you carry Goods between the Property and the Vehicle. You remain solely responsible for supervising the process and for any loss of or damage to the Goods during loading or unloading except to the extent caused by our negligence.

    4.3 Driver assistance is distinct from “Additional Crew”, which is a separate on-request paid service under §6.

    4.4 The driver-assistance charge starts when the driver takes a timestamped photograph of the empty Vehicle compartment and ends when the driver takes a timestamped photograph of the loaded compartment. Equivalent rules apply at unloading.

    4.5 Photographs taken by drivers in the course of providing the Service are operational records owned by MuveOne, retained for the period in §20, and may be used by us for claims, dispute resolution, training and internal records. They will not be published externally.

    4.6 Consolidated invoice after unloading. Driver assistance is metered per event at both loading and unloading under §4.4. The invoice for driver assistance is consolidated across loading and unloading and is emailed to you immediately after unloading is complete (specifically, on the post-unloading empty-compartment photograph taken at the destination address). Payment is due by card via the link in that email within seven (7) days of issue. Late payment is subject to §11.4 (interest on overdue sums at the Bank of England base rate plus 4% per annum, accruing daily, plus our reasonable recovery costs).

    4.7 Cash and direct payments to drivers and helpers — agency. Any payment you make in cash, by bank transfer, by mobile-money transfer or by any other means directly to a driver, Partnership Crew member, helper, agent or subcontractor engaged by us in performing the Service (including but not limited to driver-assistance, additional-crew, packing crew, hoist operators and end-of-trip gratuities) is collected by that person on MuveOne’s behalf as part of the service charge. The recipient is not your employee, agent or contractor for that payment, and the payment does not create any employment, agency or service-provision relationship between you and the recipient. We remain responsible for the recipient’s acts and omissions in the course of performing the Service under §19, and the recipient may rely on §13 (limitation) and §14 (indemnity) per the Himalaya extension in §19.4. Where you wish to give a gratuity outside the priced service, you may do so but it is treated as a personal gift and not a service charge.

    5. Vehicle, volume and weight

    5.1 We operate scheduled-corridor part-loads and dedicated-van moves across the following tier ladder:

    • Tier — Indicative use — Vehicle configuration — Indicative weight per Vehicle

    • 5 m³ — Studio / small part-load — Shared space on a scheduled curtain-slider van (part-load) — up to ~300 kg

    • 10 m³ — 1–2 bed part-load — Shared space on a scheduled curtain-slider van (part-load) — up to ~600 kg

    • 15 m³ — 3-bed home — One dedicated curtain-slider van — up to ~1,200 kg

    • 30 m³ — Larger home — Two dedicated curtain-slider vans — up to ~1,200 kg per Vehicle

    5.1A Destination-specific weight limits — Quote email controls. The weight figures in the §5.1 table are indicative only. The binding weight limit for your Consignment is the figure stated in your Quote email, which is set for the specific Booking by reference to (i) the per-Tier Vehicle limit, (ii) the destination country’s road, customs and import regulations (which vary by country — for example, moves into Switzerland are typically subject to a lower per-Vehicle weight cap than moves within the EU), and (iii) any third-party restrictions on the route (ferry, tunnel, partner-crew vehicle ratings). These regulations change from time to time; the Quote-email figure reflects the rules in force at the time of Booking and applies for that Booking regardless of any later change to the published table in §5.1 or to the underlying regulations.

    5.2 The volume you book is the maximum space allocated to your Consignment on the Vehicle(s). We are not obliged to carry Goods that exceed your booked volume or your Quote-email weight limit, whichever bites first.

    5.2A Part-load vs. dedicated. The 5 m³ and 10 m³ Tiers are part-loads — your Consignment shares Vehicle space with other customers’ Consignments on a scheduled corridor. This is the operational reason for the 3-day collection window and 24-hour notice rule in §9. The 15 m³ and 30 m³ Tiers are dedicated — one Vehicle, or two Vehicles in the case of 30 m³, are reserved for your Consignment alone, and the collection arrangement is set out in your Quote email under §9.3.

    5.3 At Booking, you select the closest Tier from our visual cubic-metres guide. You should book the minimum Tier you reasonably expect to need. The actual volume of your Consignment is confirmed when you submit the Inventory under §8.

    5.4 The total weight of any loaded Vehicle, including its own kerb weight, must not exceed 3,500 kg under UK and EU road-transport law. If our Logistics Department representative determines on the day of loading that adding further Goods would breach the per-Tier weight cap or the 3,500 kg legal limit, the Logistics Department representative may refuse to load those Goods (and the driver will act on that instruction). If you direct the driver to load anyway, §14 (Customer indemnities) applies, and we will not be liable for any loss, damage, penalty or third-party claim arising.

    5.5 If a roadside or weighbridge check shows the Vehicle is over the legal weight limit, we will move the excess weight to a second Vehicle at the prevailing rate for that route. You will be billed for the additional Vehicle and a weight printout will be provided.

    5.6 Locked-upgrade pricing. Each Quote includes the upgrade-tier prices for the route on which you Book. If the Inventory under §8 shows that a larger Tier is required, you will upgrade to that Tier at the upgrade-tier price locked in at Booking. We do not re-price upgrades at last-minute rates.

    5.7 On-the-day re-tier. If, on the day of loading, the actual volume exceeds your booked Tier or the actual weight exceeds the weight limit stated in your Quote email under §5.1A and you have not upgraded under §5.6, we will discuss the options with you on site and proceed under whichever of (a)–(c) below you accept, subject to Vehicle availability:

    (a) Load only what fits the booked Tier and leave the excess. Where this option is taken, we will (i) record in writing, signed by you and the driver, the specific items left behind; (ii) carry the loaded portion under the Booking at the booked price; and (iii) offer, at your option, either a follow-on run for the remaining items on the next available corridor at the locked upgrade-price-differential for the relevant additional Tier (per §5.6), or a pro-rata refund of the unmoved portion of the original Quote (allocated by volume actually loaded versus volume booked).

    (b) Step you up to the next Tier at the locked upgrade price (per §5.6), subject to Vehicle availability on the day.

    (c) Arrange a separate later run for the excess at the locked upgrade-price-differential, subject to Vehicle availability.

    (d) Separate dedicated Vehicle on the day — where you are on a part-load Booking (5 m³ or 10 m³ under §5.2A) and the next-Tier shared corridor slot cannot be expanded on the day (because the shared Vehicle is already committed to other Consignments), we may, subject to availability, offer a separate dedicated Vehicle for the excess or for the entire Consignment at our then-current rate for that route. The dedicated-Vehicle rate is not the locked upgrade-tier price under §5.6, because the dedicated Vehicle is a different product (sole-customer use rather than a shared corridor slot); the difference will be itemised in the on-the-day quote. You may decline the dedicated-Vehicle option, in which case (a) is the default.

    We are not obliged to provide additional Vehicle capacity on no notice; where we cannot offer (b), (c) or (d) on the day, (a) is the default, with the pro-rata refund and follow-on-run option available. Where on-site agreement cannot be reached, you may cancel the Booking under §15 with the cancellation-by-us provisions of §15.6 applying (full refund of all sums paid, less any third-party costs already irrevocably incurred on your behalf).

    Additional packing where MuveOne is packing. Where MuveOne performs the packing service under §6 and the on-the-day deviation requires additional packing work for items not on the signed Inventory (§8.3A), that additional packing is treated as a new on-request service under §6.3 — priced bespokely under §6.2, confirmed by written addendum, and started only after your acceptance. The customer-accuracy consequences in §8.3B apply.

    6. On-request paid services

    6.1 The following services are available on request, subject to availability, priced separately and not included in the standard Quote. We do not market them as default features and confirm them only after we have verified capacity for the specific date and route of your Booking:

    • Packing service — we pack your Goods at the origin Property;

    • Additional Crew — one or more crew members in addition to the driver, to load and / or unload the Vehicle; distinct from driver assistance under §4;

    • Storage — paid use of our own storage facility as a pre-collection holding point, a bridge between collection and delivery, or post-delivery storage.

    6.2 Pricing for each of the three services is bespoke, set on receipt of your inventory or photographs / video of the Goods. No published per-hour or per-person rate applies.

    6.3 We will provide a written addendum to your Booking for any of these services and obtain your acceptance — by reply email or via the Customer Portal — before the service starts. If you do not accept the addendum, the service will not be performed and the standard Booking proceeds unchanged.

    6.4 Where availability cannot be confirmed (for example, no Partnership Crew capacity on the booked date), we will tell you and offer either an alternative date or the option to proceed without the requested service under §15.

    6.5 Packing service — video-based estimate is conditional on scope. Where you request the packing service and provide us with a video, photographs or written list of the Goods to be packed, the price we quote is an estimate based on the scope you have shown or described to us. If, at the packing visit, the actual scope is materially larger than what you showed or described (for example additional rooms, additional items, items not visible in the video, items not on the list), we will price the additional packing work on the bespoke basis in §6.2 and confirm the additional charge with you in writing before performing the additional work. You may decline the additional work, in which case we will pack only the items within the original scope. You may not refuse to pay the additional charge after the additional work has been performed with your written or recorded acceptance.

    6.6 Customer presence and inspection at end of packing. You (or your designated representative) must be present during the packing service, or — where remote presence is agreed in writing in advance — available by phone or video link throughout. When the packing crew has finished, you must inspect the packed Goods and flag any concerns about packing quality, fragile-item protection, labelling, omitted items or mis-packed items before the crew leaves the loading site. The crew will record any concerns in writing and, where reasonably possible, address them on the spot.

    Items packed and accepted by you without flag at that inspection are taken, as a matter of fact, to have been packed to your satisfaction at that point in time. Your failure to flag at inspection does not bar a later claim for damage caused by our negligent packing or by our breach of the duty of reasonable care and skill under section 49 of the Consumer Rights Act 2015, which liability we cannot and do not exclude. It does, however, mean that for items not flagged at inspection, the contemporaneous evidence the underwriter would normally rely on (driver/crew photographs of the packed item, your annotated objection) is absent, and your claim must instead be supported by such other evidence of negligent packing as you can produce within the §12.4 claim window.

    6.6A Our reciprocal evidence-capture duty. Where we perform the packing service, we will:

    (a) photograph the packed Goods on completion of packing, with each box or item identifiable against the Inventory line item, and retain the photographs for the period in §20.4;

    (b) ask you to sign an end-of-packing acknowledgement form confirming you have inspected the packed Goods and either (i) have no concerns, or (ii) have concerns which are recorded on the form by the crew, with any on-the-spot remediation noted;

    (c) provide you with a copy of the photographs and the acknowledgement form by email within 24 hours of packing completion.

    Where we fail to take the photographs or to offer you the acknowledgement form, the evidential-burden shift in §6.6 does not apply to that Booking: your later damage claim is judged on the ordinary balance of probabilities without the §6.6 factual presumption operating in our favour.

    7. Excluded property and disposal rights

    7.1 The following items are excluded from the Service in all cases and we will not transport them:

    • plants and potted plants;

    • food (fresh, canned, perishable, non-perishable);

    • refrigerated, frozen or temperature-controlled food and drink;

    • live animals, including pets, birds, fish, and their enclosures or containers;

    • alcohol and tobacco products;

    • motorbikes;

    • jewellery, watches, money, deeds, securities, stamps, coins, precious stones and similar collectible items (see also §7.1A for the consolidated exclusions register and §7.4 for the strong hand-carry recommendation);

    • weapons and ammunition;

    • dangerous, damaging, explosive, flammable or corrosive items, including but not limited to fireworks, fuels, compressed gases and large quantities of paint or aerosols;

    • items likely to attract vermin, pests or cause infection;

    • cars, motorbikes, boats, caravans, mobile homes and trailers;

    • furs, perfumery and any other perishable goods;

    • Goods exceeding the allocated space for your booked Tier under §5.

    7.1A Consolidated exclusions register — cross-reference index. For ease of reference, the exclusion lists scattered across §5, §7.1 and §12.4 are consolidated here. Where another clause refers to “the consolidated exclusions register in §7.1A”, that reference is to the three groups below, grouped by source so it is clear why each item is excluded:

    (a) Won’t carry at all — §7.1. The following items will not be carried under any circumstances: alcohol, tobacco, weapons and ammunition, plants and potted plants, pets and live animals (including birds and fish), food (fresh, canned, perishable, non-perishable, refrigerated, frozen, temperature-controlled), motorbikes, dangerous, damaging, explosive, flammable or corrosive items (including fireworks, fuels, compressed gases, aerosols and large quantities of paint), items likely to attract vermin or pests, furs, perfumery and any other perishable goods. The vehicle-class exclusions — cars, motorbikes, boats, caravans, mobile homes and trailers — also sit here as items we will not carry.

    (b) Carried but not covered by §12 insurance — §5 / §7.1 contractual exclusions. The following items may, in principle, be carried as part of a Consignment, but are excluded from the Policy in §12 and you carry them at your own risk: jewellery, watches, money, deeds, securities, stamps, coins, precious stones and similar collectible items (see §7.4 strong recommendation to hand-carry). The §7.1 vehicle-class list (cars, motorbikes, boats, caravans, mobile homes, trailers) is in both group (a) and group (b) — they will not be carried, and even if mistakenly carried they are not covered.

    (c) Claims-bar list — §12.4(d) submission precondition. When a claim is opened, the items claimed must not be on the Policy claims-bar list: plants, food, live animals, jewellery, money, furs, dangerous goods. Items on this list are declined on Policy-wording grounds; for those items, group (a) typically also bars carriage in the first place, and group (b) bars §12 cover even where carriage occurred.

    References elsewhere in these T&Cs to §5 contractual exclusions, §7.1 won’t-carry items, or §12.4 claims-bar items should be read together with this §7.1A as the single consolidated source.

    7.2 The status of lithium-ion batteries (cordless tools, e-bikes, electric scooters, large power banks) and aerosol-based household products is owner-confirm pending at the date of these T&Cs and is decided case-by-case before loading. Where carriage is refused, §15 cancellation terms apply if the refusal materially defeats the Booking.

    7.3 If, without our knowledge, you submit Goods that fall within §7.1, we will not be liable for any loss of or damage to those Goods (except where caused by death or personal injury through our negligence). You agree to indemnify us under §14 in respect of any third-party claim arising. We may, at our discretion, refuse to carry such Goods or return them to you at your cost. Any disposal of such Goods will be made in accordance with sections 12 and 13 and Schedule 1 of the Torts (Interference with Goods) Act 1977 (statutory power of sale by a bailee, with the notice and timing requirements of that Act observed), save that where the Goods pose an immediate safety, legal or biological risk and you cannot reasonably be reached in time to take them back, we may dispose of them as required to neutralise that risk, recording the reasons in writing and notifying you as soon as practicable thereafter.

    7.4 High-value items — strong recommendation to hand-carry. The Policy in §12 excludes jewellery, watches, money, deeds, securities, stamps, coins, precious stones and similar collectible items (§7.1). We strongly recommend that you hand-carry any such items separately, together with any other item of particular sentimental or monetary value (small artwork, family heirlooms, original documents, irreplaceable photographs, hard drives, prescription medication, passports, original certificates). For any item with a declared value above £2,000 that you nevertheless ask us to carry as part of the Consignment, we will record at Inventory stage (a) the item description, (b) your declared value, and (c) your acknowledgement that the standard cap in §13.2 / §12.1 is the maximum we will pay for the item and that no declared-value uplift is offered (§12.7) — items above the cap must be self-insured, hand-carried or excluded. The Inventory acknowledgement is recorded by your electronic signature on the Inventory under §8.3A.

    7.4A Bereavement and estate-clearance accommodation. Where you tell us, at any stage from Quote to loading, that the Booking concerns an estate, a deceased person’s home or property of significant sentimental value that cannot reasonably be hand-carried, we will (a) record the disclosure on the Booking record; (b) remind you that no declared-value uplift is available through us (§12.7) and refer you to a third-party broker for separate cover on the specific high-value items disclosed where you wish to obtain it; (c) offer you, at no additional administrative cost, a single named contact at MuveOne for the Booking; and (d) waive the §15.2 deposit-retention schedule on cancellation where the cancellation is directly attributable to the bereavement (death certificate or coroner / probate document evidencing the cause is sufficient). This §7.4A is operated under our written vulnerable-customer policy, available on request to [email protected]. Nothing in this §7.4A affects (i) the §7.1 exclusion of jewellery, watches, money, deeds and similar items from carriage, which stands; or (ii) your statutory rights under the Equality Act 2010, the Consumer Rights Act 2015 or otherwise.

    7.5 Referral partners — commercial relationship. Where we refer you to a third party for a service we do not perform (for example, pet transport via pettransportservices.co.uk, plant phytosanitary services, art-handling specialists, removal-grade insurance brokers, hoist suppliers), we will tell you whether we receive a referral fee or other commercial benefit from that third party. We make no representation or warranty about the third party’s services, are not party to the contract between you and the third party, and are not liable for the third party’s performance or non-performance. Your contract for the third-party service is with the third party direct.

    8. Customer’s responsibilities

    8.1 You are solely responsible for the following, regardless of the Tier you book:

    • Determining the total volume and weight of the Goods and selecting the appropriate Tier under §5.

    • Declaring the accurate value of the Goods in the Inventory / Goods-in-Transit insurance form. The declared value is used by customs authorities to assess any guarantees and by underwriters to validate any claim.

    • Obtaining at your own expense the customs and residence-transfer documents required by the import-side country. The documents you must produce depend on the destination and are set by the customs-clearance SOP we operate. The destination-specific packs include, without limitation:

    • Within the EU (UK→EU intra-EU transit) — passport and Inventory only. No customs clearance, no VAT, no duty.

    • EU → UK (ToR route) — UK Transfer-of-Residence (ToR) Unique Reference Number; origin-country proof of residence (≥12 months); Inventory; Non-Cessation Certificate; passport.

    • EU → UK without ToR (pay-VAT-and-duty route) — UK proof-of-residence (rental + Council Tax bills for the resolved years under §8.5); origin-country proof of residence (rental + local council tax + utility bills; phone bills do not count); Inventory; JPA Freight Direct Representation Authorisation; passport.

    • UK → France — passport; UK end-of-residence proof; French proof of residence (rental or utility bills + work contract if held); Non-Cession Certificate; Inventory; Cerfa Déclaration 10073-03.

    • UK → other EU countries (excluding Ireland) — same as France, without the Cerfa.

    • UK → Ireland — passport; UK end-of-residence proof; Irish accommodation evidence (rental agreement, or signed cohabitant statement verified by Garda Síochána with their proof of address and ID); confirmation of Irish employment; Irish ToR number with ToR application copy; Inventory.

    • UK → Switzerland — passport; Switzerland proof of residence (rental + employment contract if held + Swiss council registration certificate); UK end-of-residence proof; Customs Form 18:44 (printed, completed by hand, signed exactly as it appears on the passport, original handed to the driver at loading); Inventory.

    • UK → Norway — passport; UK or origin proof of residence; Customs Form RD-0030; Inventory; Norway proof of residence (rental or utility bills + work contract if held + bostedsattest residence certificate). If no Norway residence proof is yet held, the alternate destination-country pack applies (property owner’s passport, their utility / ownership document, signed declaration that they are providing accommodation to you).

    Where a destination is not listed above, we will tell you the document pack at the Quote stage.

    The document packs listed above are based on the customs rules and our customs SOP in force at the date of your Booking, and reflect what is typically required by the customs authority for a residence-transfer move on the relevant corridor. They are provided on a best-efforts basis as guidance to help you assemble the paperwork. They are not a guarantee that the listed documents will be sufficient in every individual case, because (i) customs rules change from time to time between Booking and move, (ii) individual customs officers exercise discretion on a case-by-case basis, (iii) additional documents may be requested on or after the day of loading depending on the customs officer’s assessment of your declaration, and (iv) your individual eligibility for any particular relief depends on your personal circumstances, which only the customs authority can assess. Where additional documents are requested by the customs authority on or after the day of loading, you are responsible for providing them within the customs authority’s deadline; we will use reasonable endeavours to help you respond, including referring you to the destination customs agent and providing any documents from our own records. Where such a request causes the move to be postponed, §15.6 or §16 (force majeure) applies according to the cause; where it results in your not qualifying for residence-transfer relief, §8.6 applies.

    • Authorising us and our customs partners to act as your direct representative in accordance with Article 18 of the Union Customs Code (Regulation EU 952/2013) and the equivalent UK provisions for the JPA Direct Representation Authorisation. Without this authority, we cannot lodge declarations on your behalf.

    • Being present, or having a competent representative present, at both addresses during loading and unloading, to direct placement and to confirm what is loaded.

    • Preparing the Goods properly. Where you self-pack, you should follow generally-accepted household-removals packing practice for international transit. As a guide: electronic and fragile items packed in bubble wrap inside double-walled cardboard boxes; furniture and large items (over ⅛ m³ in volume) padded with removal blankets and wrapped on each side with sufficient plastic film to keep them clean and protected in transit (typically three to five layers); appliances disconnected, drained and secured before loading. Where you book our packing service under §6, this preparation is performed by us. The Policy in §12 covers goods packed to the standard set out here or to a standard we agree in writing at Inventory stage; cover for self-packed Goods is subject to the §12.5 exclusion on inadequate packing only where the packing was materially below the practice described in this paragraph, judged objectively.

    8.1A Communication of the destination-specific document pack — before deposit, email authoritative. The destination-specific document pack applicable to your Booking under §8.1 is communicated to you before you pay the deposit, typically by email or WhatsApp during quote discussions with our sales team and confirmed in the Quote email. Where the document pack has not already been communicated to you on another channel before deposit, we will confirm the document pack to you by email within 24 hours of the Booking being recorded, sent to the email address you used at Booking. Email is the authoritative channel for the document pack: verbal communications and WhatsApp acknowledgements alone are evidential only and do not by themselves constitute the operative document-pack list for your Booking. Where the email confirmation is inconsistent with any earlier verbal or WhatsApp communication, the email confirmation controls (subject to §3.2 / §3.9).

    8.2 Customs documents — 5-day hard cut-off. All customs documents required under §8.1 must be emailed to MuveOne at least five (5) days before the first day of your collection window. Documents submitted later may not be processable in time; we may rescheduled your move to the next available corridor at our discretion, with no liability to us. If the move falls outside any feasible corridor for the customs deadlines that apply to you (for example, the 12-month arrival window), the Booking is treated as cancelled by you under §15.

    8.3 Inventory — 3-working-day hard cut-off. The completed Inventory (Goods-in-Transit insurance form, which also serves as the packing list for customs) must be emailed to MuveOne at least three (3) working days before the first day of your collection window or your loading date, whichever is earlier. This deadline is independent of the customs-documents deadline in §8.2: both apply.

    8.3A Signed Inventory becomes the operative record. The Inventory you submit under §8.3 becomes the operative volume, weight and value record for the Booking when (a) you have signed it (an electronic acceptance through the Customer Portal is sufficient), and (b) we have countersigned or confirmed receipt by email. Where MuveOne also performs the packing service under §6.5–§6.6, the Inventory is updated at the end of packing to reflect what was actually packed, and the signed updated Inventory at the end of packing is the operative record from that point.

    8.3B Your accuracy warranty. You warrant that the Inventory is accurate and complete to the best of your knowledge and belief. If the actual volume or weight on the day of loading materially exceeds the signed Inventory:

    (a) you remain liable for the cost of any additional packing required for items not on the signed Inventory, on the bespoke basis in §6.2 and subject to the §6.3 written-addendum and acceptance requirement;

    (b) where the additional items cause the Consignment to exceed your booked Tier volume or the weight limit stated in your Quote email under §5.1A, §5.7 (on-the-day re-tier) applies — you may upgrade at locked tier prices, arrange a follow-on run at the locked upgrade-price-differential, or accept loading of the booked Tier with a pro-rata refund of the unmoved portion;

    (c) where the additional items, declared inaccurately on the signed Inventory, cause the Vehicle to exceed the 3,500 kg legal weight limit, §5.4–§5.5 and §14.1 (your indemnities) apply.

    For the avoidance of doubt: where the deviation is modest and accommodated within the booked Tier and the Quote-email weight limit, no additional charge arises for the Tier itself, but any additional packing service required is priced under §6.

    8.3C Scope of §8.3B. §8.3B governs the pricing and Vehicle-allocation consequences of an inaccurate Inventory only. It does not affect the cover or claims regime under §12 in respect of damage to or loss of the Goods. A damage claim is judged on the actual loss to the Inventory line item affected (subject to the standard cap under §12.1 / §13.2; no declared-value uplift is available, §12.7); we will not refuse a damage claim on the ground that the Inventory was inaccurate as to volume or weight unless the inaccuracy is the proximate cause of the loss (for example, an under-declared weight caused the load to shift in transit, which an investigator can show on the evidence).

    8.4 If the Inventory shows a Tier upgrade is required, §5.6 (locked-upgrade pricing) applies. If the Inventory shows access conditions different from those quoted (floor, lift, parking, distance), §10 (site access) applies and we may re-quote in accordance with §3.6.

    8.5 Council-tax-year date rule. Where any document pack in §8.1 asks for “your Council Tax bill for last year and this year,” the resolved years depend on the date you first submit the customs document pack to us under §8.2, relative to 1 April:

    • on or after 1 April → “this year” is the council tax year that just ended (1 April of the prior calendar year → 31 March of the current calendar year);

    • before 1 April → “this year” is the council tax year that ended two calendar years back.

    For the avoidance of doubt, where your collection window straddles 1 April, the resolved years are fixed at the date of first submission and do not change if loading occurs after 1 April. You will be told the resolved years explicitly in your Quote email (for example, “please provide Council Tax bills for 2025/2026 and 2024/2025”). It is your responsibility to provide the bills for those resolved years, not the calendar years.

    8.6 Customs decisions are made by the customs authority, not by us. Where the destination customs agent grants temporary admission rather than definitive clearance, §8.7 applies. Where the customs authority refuses your residence-transfer relief, you remain liable for VAT and duties in the destination country. We do not guarantee any particular customs outcome. In particular, we do not guarantee that (a) your residence-transfer relief (UK ToR or destination-country equivalent) will be granted, (b) your inventory or declared value will be accepted without query, (c) definitive clearance will be granted at first presentation, (d) no additional documents will be requested on or after the day of loading, or (e) no VAT, duty or guarantee will become payable to the customs authority. Our customs-clearance service consists of (i) submitting your declaration in accordance with our SOP, (ii) providing you with the destination-specific document-pack guidance under §8.1, and (iii) acting as your direct representative under the authority you give us at §8.1 — it is not a guarantee of the customs authority’s decision. HMRC duty refunds (where applicable on a “pay-now, claim-back” route) are your responsibility to claim from HMRC, not ours.

    8.7 Customs guarantees on temporary admission — bank transfer. Where the destination customs agent grants temporary admission instead of definitive import clearance, we are required to provide a guarantee for potential import duties and VAT before the Vehicle is unloaded. The guarantee is set by the customs authority (not by us) and can be up to 40% of the declared value of the Consignment.

    (a) Invoice and payment channel. We will invoice the guarantee amount to you and payment is due to MuveOne by bank transfer within seventy-two (72) hours of our written request, to the bank account stated on the invoice. Card payment is not accepted for this charge (a card route is operationally incompatible with the underlying customs payment we make on your behalf). Where the customs authority itself imposes a shorter deadline that we cannot extend, we will pass that deadline through to you with as much notice as is practicable and §15.6 / §16 apply if you cannot meet it. If you cannot meet the payment, you may cancel the Booking under §15.6 (cancellation by us / refund of all sums paid less third-party costs irrevocably incurred); we will use reasonable endeavours to release any Goods not yet loaded.

    (b) Refund on release. On receipt of definitive clearance (within at most three months of temporary admission), or on any earlier release of the guarantee by the customs authority, we will refund the guarantee to you in full by bank transfer to the same originating account from which we received your payment. No card-processing fee or administrative fee is deducted from the refund. The refund is paid within 7 working days of our receipt of the released funds from the customs authority, save where the customs authority’s own release timing prevents this, in which case we will pay as soon as practicable thereafter.

    9. Collection window, loading appointment and waiting time

    9.1 For part-load Bookings (5 m³ and 10 m³) the Booking is taken against a three-day collection window, not a single date. You must remain available across all three days of the window.

    9.2 We will give you at least 24 hours’ notice of the exact loading time and the estimated delivery time within the collection window. Once that notice is given, the loading appointment is fixed and is treated as the agreed loading time under §9.5.

    9.3 For dedicated Bookings (15 m³, 30 m³ and any larger configuration) — where the Vehicle(s) are reserved for your Consignment alone under §5.2A — the Booking is taken against a single collection date that you select at Booking from the dates we make available in the quote form (against our logistic schedule — corridor availability, crew availability, vehicle availability). We will confirm the exact loading time on that date no later than the day before the agreed collection date, by email and/or Customer Portal notification.

    Loading-day preferences. Any preferences you have for the loading on the agreed collection date — for example a preferred start window within the working day, the timing of an external lift booking, a parking-restriction window, or a specific access arrangement at the loading site — should be communicated to us by email to [email protected] at least 48 hours before the agreed collection date, so we can accommodate them where reasonably practicable against the crew and vehicle schedule. Preferences notified after that point will be accommodated only on a reasonable-endeavours basis.

    9.3A The agreed date in §9.3 is set on a reasonable-endeavours basis. Because dedicated moves depend on our wider logistic schedule and on third-party factors (Partnership Crew availability, customs scheduling, ferry / Eurotunnel slots, weather, road conditions), we cannot guarantee the agreed date against unforeseen circumstances. Where we need to move the agreed date for a reason within our control, §15.6 applies (we will reschedule to the next available slot at no cost, or refund 100% of all sums paid at your option). Where the cause is outside our reasonable control, §16 (force majeure) applies. We will give you as much notice as is practicable in either case.

    9.4 Saturday and Sunday collection — by prior agreement, route-dependent. Saturday and Sunday collection are available by prior agreement, route-dependent on corridor, crew and vehicle availability. Where you have discussed weekend collection with our sales team before Booking and we have confirmed availability for your route, the agreed weekend date appears in the Quote email as the booked collection date (for dedicated Bookings under §9.3) or as part of the agreed collection window (for part-load Bookings under §9.1). Where you Book without first discussing a weekend collection, our sales team will contact you by email to the address you used at Booking within 24 hours of the Booking being recorded to confirm the loading date — if a weekend date is not available on your route or in our schedule, we will propose the nearest available weekday(s) and you may either accept the revised date or cancel under §15.6 (refund of all sums paid less reasonable third-party costs already irrevocably incurred).

    9.5 Waiting time. Where, at the agreed loading or unloading time, the driver cannot start the Service because you, your Goods or the site are not ready, the first 30 minutes are free. Thereafter, waiting time is charged at £40 per hour per Vehicle, calculated pro rata in 30-minute increments from the end of the 30-minute grace period.

    9.6 12-hour rule on unloading. Where you fail to receive the Vehicle at the unloading address for more than twelve (12) hours after the driver’s arrival, we may move the Consignment to a storage facility under §17 at your cost.

    9.7 In-transit ETAs are approximations. The agreed collection date or window in §9.1–§9.3 is binding, subject to §15.6 (reschedule / refund where we cannot perform) and §16 (force majeure). Estimates of intermediate transit times and delivery arrival times after collection has begun are approximations only and not contractual deadlines, and we accept no liability for in-transit delays per se save where caused by our breach of the duty of reasonable care and skill under §13.1(c). Nothing in this §9.7 affects your statutory rights under the Consumer Rights Act 2015 ss.49, 50 and 52.

    10. Site access, parking and external lifts

    10.1 You are responsible at both ends for:

    • arranging any parking permit, suspension or temporary traffic order required for the Vehicle and any external lift;

    • making available the required number of parking spaces — typically one for the Vehicle, with a second space required where an external lift is used;

    • declaring at Inventory the floor count, the availability and dimensions of any in-building lift, and the walking distance from the parking position to the Property entrance;

    • ensuring access routes (corridors, stairwells, doorways) are clear and dimensioned for the Goods;

    • paying parking fees, congestion-zone charges, clean-air-zone charges, ULEZ charges and any other authority fees directly to the issuing authority. These charges are your responsibility, payable by you direct to the issuing authority. Fallback — pass-through where MuveOne is forced to pay. Where we are forced to pay any such charge in performing the Service — for example, a Penalty Charge Notice (PCN) issued to the Vehicle, an on-the-day parking purchase made by the driver to keep the load moving, an on-the-day congestion-zone or clean-air-zone charge incurred because you had not arranged the permit or suspension — we will pay it on your behalf to keep the Service moving and pass the charge through to you at cost, supported by the underlying invoice or notice, invoiced to you by email under §11.6 with payment due under §11.4;

    • acting as banksman / spotter for the driver in accordance with §10.1A whenever the Vehicle is manoeuvring into, out of, or within a narrow parking space, a narrow entrance to the loading or unloading site, a courtyard, a private driveway, an underground car park, a service road or any other restricted-access area at either Property.

    10.1A Banksman / spotter duty. You (or a competent adult representative aged 18 or over) must position yourself in a place where you can see both the Vehicle and the obstructions behind, beside or above it, and where the driver can see you in a wing-mirror or hear you clearly. You must direct the driver — by clear hand-signals or voice — into and out of the parking position, taking particular care for blind spots, low overhangs, gateposts, bollards, parked cars, walls, downpipes, satellite dishes, render and any feature of either Property or its neighbours that the driver cannot see from the cab. You must keep yourself, and any other person at the site, outside the swept path of the Vehicle at all times. Where you do not provide a spotter, the driver will make their own assessment from the cab and from a walk-round; damage to either Property, to neighbouring property, or to the Vehicle that is reasonably attributable to the absence of a competent spotter is excluded from the §10.7 sub-limit and from §12 cover save to the extent caused by our crew’s gross negligence or wilful default (which is recoverable up to the §13.2 cap). Where you reasonably believe you are not able to act as spotter (for example, by reason of disability, mobility impairment, or because the manoeuvre involves a safety risk you cannot accept), tell us in advance so we can agree an alternative arrangement; nothing in this §10.1A requires you to perform a task that would create a risk to your own safety.

    10.2 You acknowledge that in-building lifts often have dimensions smaller than the Goods being moved. Where the lift cannot accommodate the Goods, stair-carry applies (subject to §10.3), or an external lift may be required.

    10.3 Stair-carries above two or three floors materially extend on-site time and may push the move into waiting-time territory under §9.5. Where the Inventory declares such a stair-carry and we believe an external lift would be safer or more cost-effective, we will recommend it at quote stage.

    10.4 External lifts (furniture hoists / cherry-pickers) are a separate cost passed through to you at our supplier’s prevailing rate. Indicative pricing is €220–€350 per day for typical Paris hoists and higher for paired-cities or oversized moves. External lifts require typically two weeks’ lead time and two parking spaces. We will recommend an external lift before Booking if the Inventory makes one necessary. You may decline, but where the move then cannot be performed safely, §15 (cancellations) applies.

    10.5 Narrow streets and restricted access may force a smaller secondary Vehicle, a longer carry from the parking position, or a re-route. Where this was not known at Quote stage, §3.6 (Quote revision) applies.

    10.6 Premises damage — responsibility allocation. You are responsible for any damage caused at either Property by your own movements, by helpers you have arranged, or by your failure to declare site-access conditions accurately under §10.1. We are responsible for damage to the Property caused by the driver’s own actions during loading and unloading, subject to §10.7 (sub-limit) and §13.

    10.6A Best-efforts inspection at the site. Where damage to a Property occurs in our presence, you (or your representative) should flag it to the driver before the driver leaves the site, so the driver can photograph it and record it in writing. Failure to flag at the site does not bar a later claim, but the absence of contemporaneous record may affect the evidence available to us and to our insurer. Claims for premises damage must be submitted by email to [email protected] within fourteen (14) days of the loading or unloading at which the damage occurred (extended to twenty-one (21) days where the damage is not reasonably discoverable at the time, for example damage behind moved furniture or above eye level), accompanied by photographs, the date and time of the incident, and a brief account of how the damage occurred. Nothing in this §10.6A affects your statutory rights under the Consumer Rights Act 2015 sections 49 and 65. For the avoidance of doubt, the 14- and 21-day windows in this §10.6A are evidential and not a contractual time-bar; the statutory limitation periods under the Limitation Act 1980 (including ss.5 and 14A) continue to apply. Late notification does not bar a claim, but the absence of contemporaneous record may be weighed in evidence by us, our insurer and any court.

    10.6B Same-day on-site evidence — rebuttable presumption. Because the evidence we and our insurer rely upon to attribute premises damage to our crew (rather than to you, your helpers, prior wear or post-departure events) is at its strongest at the moment of the loading or unloading and degrades rapidly thereafter, you (or your representative) should:

    (a) flag the damage to the driver before the driver leaves the site, so the driver can call the Logistics Department representative, photograph the damage, record it in writing and (where practicable) take immediate remedial action; and

    (b) take and email to [email protected] dated, time-stamped photographs or video of the damage on the same day as the loading or unloading at which the damage occurred, together with the brief account of how the damage occurred required by §10.6A.

    Where you do both (a) and (b), your evidence is treated as contemporaneous record and the §10.7 sub-limit responds on the ordinary balance of probabilities. Where you do neither (a) nor (b), there is a rebuttable presumption that the damage was not caused by our crew during loading or unloading, and the claim is paid only where you produce independent contemporaneous evidence sufficient to satisfy us and our insurer that our crew caused the damage during loading or unloading — for example, dated CCTV footage, a building-manager or concierge witness statement, a neighbour witness statement, or a dated condition report from a third-party surveyor or letting agent. Where you do one of (a) or (b) but not the other, the presumption is correspondingly weaker.

    Nothing in this §10.6B operates as a contractual time-bar on your claim, displaces the statutory limitation periods under the Limitation Act 1980, or excludes liability under section 49 of the Consumer Rights Act 2015. The presumption is evidential only, and is rebuttable on either side. It does not apply where the damage was not reasonably discoverable at the time the driver left the site (extended discovery, per the §10.6A 21-day window), in which case the §10.6A regime applies on the ordinary balance of probabilities.

    10.7 Premises-damage sub-limit. Our liability for damage to either Property caused by us during loading or unloading is capped at £5,000 per Property per Booking, save where the damage is caused by our gross negligence or wilful default, in which case §13.2 (general cap) applies. The £5,000 sub-limit is set as a proportionate allocation of risk for incidental contact damage typical of removals on the routes we serve; structural or major damage is recoverable up to the §13.2 cap. Nothing in this §10.7 excludes liability for death or personal injury or any other liability that cannot be excluded under §13.1.

    10.8 Customer-arranged third parties at either end. Where you arrange your own helpers, concierges, building staff, end-of-tenancy cleaners, friends, family members or any other third party to be present at, or to perform work in connection with, the loading or unloading address, you remain responsible for their acts and omissions, including any damage they cause to the Goods, to either Property, or to the Vehicle. Such damage is excluded from §12 cover and is subject to your indemnity under §14.1 to the extent that the loss is reasonably foreseeable and caused by their negligent or wilful act or omission. Nothing in this §10.8 shifts to you responsibility for damage caused by our crew or by any Partnership Crew engaged by us in performing the Service.

    10.8A Joint causation — apportionment. Where loss or damage at either Property or to the Goods is caused jointly by (i) the acts or omissions of our crew or Partnership Crew and (ii) the acts or omissions of helpers, building staff, family members or third parties you have arranged, our liability to you is apportioned by reference to the proportionate causal contribution of our crew or Partnership Crew, supported so far as possible by contemporaneous photographic, video or written record. You are not deprived of recovery from us in respect of our proportionate share by reason of any concurrent fault of your helpers. We may pursue contribution from your helpers under the Civil Liability (Contribution) Act 1978; that contribution claim is between us and the helpers and does not affect our liability to you for our share. Nothing in §10.8 or §10.8A reduces our liability for negligence below the floor set by section 49 of the Consumer Rights Act 2015.

    11. Payment, default and lien

    11.1 A booking deposit of 25% is payable by accepted card at the time of Booking, in Pound Sterling, through the booking link in the Quote email or the Customer Portal. We do not accept cash or cheques. Accepted card schemes: Visa, Mastercard, American Express, Maestro, JCB. Card payments are processed via Stripe Europe.

    11.2 The remaining balance must be paid through the Customer Portal before the Vehicle is loaded. Failure to pay the balance on the day of loading entitles us to postpone the loading without further liability to us; the Booking then converts to the cancellation regime under §15 if the delay defeats the corridor schedule.

    11.2A Withholding pending claim. Where you have submitted a claim under §12.4 within 7 days of delivery, you may withhold from the §11.2 balance a sum equal to the lower of (a) 10% of the balance, or (b) £2,500, by written notice to us at the time of paying the balance, pending substantive response by the underwriter. The withheld sum is held by you in good faith pending claim assessment, becomes payable on substantive resolution of the claim (whether by acceptance, partial acceptance or written reasoned refusal), and is subject to set-off under §11.6A(d). Interest under §11.4 does not accrue on a sum properly withheld under this §11.2A. The §11.5 lien is not exercisable in respect of a properly-withheld sum.

    11.3 Charge-backs. If you initiate a card charge-back after the Service has been performed or after you have refused us a reasonable opportunity to refund under §15, you remain liable for the disputed sum and we may recover it through any lawful means, including debt-collection agents, with our costs of recovery added. For the avoidance of doubt, nothing in this §11.3 affects your statutory rights against your card issuer under section 75 of the Consumer Credit Act 1974 (where applicable), your rights under the Visa, Mastercard or other card-scheme chargeback rules, or your rights under the Payment Services Regulations 2017. Our recovery right under this §11.3 is a separate contractual claim and operates without prejudice to those rights.

    11.4 Late payment of any post-Quote charge (driver assistance, additional crew, packing, storage, external lift pass-through, parking pass-through, waiting time, on-the-day re-tier, customs guarantee, customs duties / VAT we paid on your behalf) carries interest at the Bank of England base rate plus 4% per annum, accruing daily from the due date until paid in full, in addition to our reasonable recovery costs.

    11.5 Particular lien. We have a particular lien on the Goods for sums owed in respect of the carriage, storage and pass-through costs of that specific Consignment, including waiting time charged under §9.5, customs guarantees we have paid to the customs authority on your behalf under §8.7, additional charges raised under §3.6 in respect of the Consignment, and storage charges under §17 in respect of the Consignment. The lien is limited to those sums; it does not extend to unliquidated future claims or to sums in respect of other Consignments. Subject to §11.6A and §11.2A.

    11.5A Sale of uncollected Goods. Where the sums secured by the lien remain unpaid for more than 60 days after written notice of the sum due and the intention to sell, we may sell the Goods in accordance with sections 12 and 13 and Schedule 1 of the Torts (Interference with Goods) Act 1977. We will follow the notice, valuation and accounting requirements of Schedule 1 and will pay any net proceeds in excess of the secured sums to you.

    11.5B Customer insolvency. Where the Customer enters bankruptcy under the Insolvency Act 1986, an individual voluntary arrangement under Part VIII of that Act, or any analogous proceeding under the law of the Customer’s country of habitual residence, between Booking and delivery:

    (a) the Customer (or the Customer’s trustee in bankruptcy, supervisor or equivalent officer) must notify us in writing within 5 working days of the relevant insolvency act;

    (b) the §11.5 lien continues to secure sums owed up to the date of notification, subject to the statutory priority rules under the Insolvency Act 1986 (including s.346) or analogous home-law rules;

    (c) on production of the appointment of the trustee, supervisor or equivalent officer, the Goods are released to that officer on payment, or on the officer’s agreement to pay, the sums properly secured by the lien; for the avoidance of doubt, we do not claim priority over secured creditors or the statutory insolvency hierarchy where it applies;

    (d) our claim for any unpaid balance is proved in the insolvency on standard principles.

    11.5C Lien suspension on safeguarding flag. Where a §15.1A safeguarding flag is recorded against a Booking, the lien in §11.5 is suspended in respect of personal documents, prescription medication, items containing personal data, and any items necessary for the customer’s immediate welfare. The lien remains effective against the balance of the Consignment for sums properly secured under §11.5.

    11.6 Invoicing channels — automatic versus email. Invoices for charges under this contract are issued through one of two channels, depending on the nature of the charge:

    (a) Auto-issued invoices. The following charges are invoiced automatically through our payment system, with a card-payment link in the Customer Portal: (i) the 25% booking deposit under §11.1; (ii) the balance under §11.2; (iii) upgrade payments under §5.6 and §5.7; (iv) driver-assistance charges under §4 (the loading and unloading legs are consolidated into a single invoice issued after unloading per §4.6).

    (b) Email-issued invoices from [email protected]. All other charges under this contract are invoiced to you by email from [email protected], with the underlying evidence attached or referenced. These include, without limitation: parking, congestion-zone, clean-air-zone, ULEZ and similar authority charge pass-throughs under §10.1; customs guarantees under §8.7 (paid by bank transfer per that clause); on-request paid services (packing, additional crew, storage) under §6 and §17; on-the-day re-tier differentials under §5.7; waiting time under §9.5; external-lift pass-throughs under §10.4; third-party demurrage / detention pass-throughs under §11.8; and any other charge not captured by §11.6(a). Payment for email-issued invoices is by the method stated on the invoice (typically bank transfer or card link) and is due under the timing stated on the invoice; absent a stated timing, payment is due within 7 days of issue, with §11.4 (interest on late payment) applying thereafter.

    (c) VAT receipt. A VAT receipt for any sum paid under §11.6(a) or §11.6(b) will be emailed to you within 24 hours of payment.

    11.6A Set-off. You must pay the post-Quote charges and the balance under §11 gross, without deduction or set-off of any cross-claim, save that this §11.6A does not apply to (a) a liquidated and undisputed counter-claim, (b) a claim for breach of section 49 or section 52 of the Consumer Rights Act 2015 supported by reasonable evidence, (c) a claim for fraud or fraudulent misrepresentation, (d) any cross-claim that arises from the same Booking and is supported by a written acceptance of liability (in whole or in part) by us, or (e) any other right of set-off that cannot be excluded by contract. The §11.5 lien continues to secure the gross sum payable subject to this §11.6A.

    11.7 Refund currency and foreign-exchange. Any refund payable to you under these T&Cs (including under §3.8, §15, §15.6, §16.3 and §16.4) is paid in the original payment currency at the exchange rate captured at the time of the original payment. Where the original payment was made in a currency other than pound sterling, we will return the same sterling amount in the original currency at the original captured rate; we do not bear any foreign-exchange movement between payment date and refund date. Any bank or card-network charges incurred on the refund are passed through to you at our actual cost, capped at £15 per refund transaction, and itemised on the refund notification.

    11.7A FX carve-out on MuveOne-fault and force-majeure refunds. Notwithstanding §11.7, where a refund arises under §15.6 (cancellation by us), §16.3 or §16.4 (force-majeure termination or reschedule ceiling), §3.8 (5% threshold cancel), §7.4A (bereavement), §15.1B (safeguarding) or §15.6A (death/incapacity), the refund is converted at the more favourable to you of (a) the exchange rate captured at the time of the original payment, or (b) the exchange rate published by the Bank of England on the date the refund is paid. In all other cases, §11.7 (original-payment-rate) governs.

    11.8 Third-party demurrage and detention pass-through. Where a third party (customs warehouse, port, ferry operator, bonded facility) charges demurrage, detention or storage in respect of the Vehicle or the Consignment while awaiting customs clearance or as a result of a customer-side delay under §8 or §9, that charge is passed through to you at our actual cost, supported by the third party’s invoice. Where the cause of the demurrage is a matter for which we are responsible under §13 or §15.6, we will absorb the charge. Where the cause is a force-majeure event under §16, §16 governs.

    11.9 Strong Customer Authentication and 3D-Secure. Card payments are subject to Strong Customer Authentication (SCA) under the Payment Services Regulations 2017 and PSD2 in the EEA. Where a payment attempt fails for SCA, 3D-Secure or issuing-bank reasons, the Booking is not formed until a successful payment is captured (per §3.3). We will hold the corridor slot for 60 minutes after a failed attempt where you are actively retrying. After 60 minutes the slot is released; we will not be liable for any consequential slot loss or re-pricing. Where the failure is on our side (payment gateway outage we are responsible for), §15.6 applies.

    12. Insurance and claims

    12.1 All Consignments are insured under the Goods-in-Transit Policy held by Muve One Ltd or its subcontractors. The maximum amount payable under the Policy for any single event is £20,275. A £481 excess per incident applies and is your responsibility as the first portion of any claim.

    12.2 The Policy is the contract of insurance; the Inventory you complete under §8.3 is the basis of the cover. Cover begins when the Goods are loaded onto the Vehicle and ends when the Goods arrive at the destination address. Cover does not extend to Goods unloaded at premises you own or rent, nor to any storage outside the period of transit.

    12.2A Limit and excess currency. The £20,275 limit and £481 excess in §12.1 are stated in pound sterling and are the headline figures we publish to you. Where the underlying Policy is denominated in a currency other than pound sterling and responds in that currency, the sterling figures in §12.1 are recalculated at the exchange rate published by the Bank of England on the date of loss to determine the maximum amount payable in sterling for that loss. We will not pay a sterling sum below the headline figures in §12.1 by reason of adverse currency movement between Booking and loss; where the recalculated sterling figure is lower than £20,275, we will top up the payment from our own funds to the headline figure, subject to the §13.2 cap.

    12.3 The Policy covers all risks of physical loss or damage to insured Goods, except as excluded by §12.5. The cover includes, without limitation:

    • theft or attempted theft from the Vehicle where there is visible evidence of forced entry;

    • items missing from the Consignment on delivery;

    • destruction or damage to Goods packed in bubble wrap inside double-walled cardboard boxes in accordance with §8.1;

    • damage caused by our negligence;

    • the cost of transferring the Goods to another Vehicle following a breakdown or collision, and re-securing the load.

    12.3A Check at unloading — split between damage and missing items. You (or your representative) should check the Consignment against the Inventory at the time of unloading.

    (a) Visible damage — best-efforts flag. Flag any visible damage to the Goods to the driver before the driver leaves the site, so the driver can record it in writing and (where reasonable) photograph it. Failure to flag visible damage at the site does not bar a subsequent damage claim under §12.4, but the absence of contemporaneous record weakens the evidence available to us and to the underwriter and may affect the outcome of the claim.

    (b) Missing items — hard precondition. Missing items must be reported to the driver before the Vehicle departs the unloading address. This is a hard precondition of any subsequent missing-items claim under §12.4: once the Vehicle has left the unloading address, any item not flagged at that point is taken to have been delivered, and a subsequent missing-items claim is barred. The reason for the distinction from §12.3A(a) is operational — at the moment the Vehicle leaves, the driver loses the ability to verify whether the item is still on the Vehicle, in the unloading area, or elsewhere; the evidence the underwriter relies on to attribute the loss to transit (rather than to post-delivery handling or other cause) is materially impaired beyond that point. The §12.4 missing-items-where-time-of-disappearance-is-uncertain 21-day window applies only to items found absent after a complete Inventory check at the Vehicle before departure.

    Nothing in this §12.3A bars a claim for theft evidenced by a police report under §12.4 third bullet, or for non-apparent damage to items packed inside boxes (where §12.4 second bullet applies). Your statutory rights under the Consumer Rights Act 2015 ss.49 and 65 are preserved.

    12.4 Claim timing, channel and contents. Claims are submitted through the claims portal at https://claims.muveone.co.uk/ as the primary channel. You create an account in the claims portal, open a claim under the relevant Booking reference, and attach the evidence pack described below. Email to [email protected] is the fallback channel where the claims portal is unavailable or inaccessible to you (for example, portal outage, accessibility issue under §20.8); in that case the email is treated as the operative claim submission as at the date and time of receipt under §23.2, and we will assist you in re-submitting through the portal when access is restored.

    Submission preconditions — confirmed on opening the claim. When you open a claim in the claims portal (or, in fallback by email, on the body of the email), you confirm the following preconditions, each of which is a condition of cover under the Policy referenced in §12.1:

    (a) Packaging precondition. The damaged Goods were packed in bubble wrap and double-walled cardboard boxes in accordance with §8.1, save where the claim is for our direct negligence or for damage caused by vehicle breakdown or collision within the meaning of §12.3 fifth bullet, in which case this precondition does not apply.

    (b) Customer-loading carve-out. The damage did not occur during loading or unloading carried out by you or by any person you instructed (for example, friend, removals helper you sourced, end-of-tenancy cleaner, building staff), other than our driver under §4 driver assistance, where the driver is performing the handling on our behalf and the carve-out does not bite.

    (c) Missing items reported at unload. Where the claim is for missing items, the missing item(s) were reported to the driver before the Vehicle departed the unloading address in accordance with §12.3A(b). Where this precondition is not met, the missing-items claim is barred (subject to the carve-outs in §12.3A — theft evidenced by police report, or non-apparent damage to items packed inside boxes).

    (d) Items not on the claims excluded list. The items claimed are not on the consolidated exclusions register in §7.1A — for ease of reference, this means: (i) the items are not on the §7.1 “won’t-carry-at-all” list (plants, food, live animals, alcohol, tobacco, motorbikes, jewellery, watches, money, deeds, securities, stamps, coins, precious stones, weapons, dangerous / damaging / explosive / flammable / corrosive items, cars, boats, caravans, mobile homes, trailers, furs, perfumery, perishable goods); (ii) the items are not jewellery, watches, money or deeds (the §5 / §7.1 contractual exclusions on items we may carry but which the Policy does not cover); and (iii) the items are not on the claims-bar list for §12 cover — plants, food, live animals, jewellery, money, furs, dangerous goods — for which the underwriter declines on Policy-wording grounds.

    (e) Cap acknowledgement. You acknowledge that the maximum payout under the Policy is £20,275 per single event under §12.1 (no declared-value uplift, per §12.7).

    (f) Excess acknowledgement. You accept the £481 excess per incident as the first portion of any payout under §12.1.

    Claim timing. Subject to the preconditions above being met, claims must be submitted within the following windows:

    • for apparent damage visible on the outside of the packaging or to unpacked items, within fourteen (14) days of delivery;

    • for non-apparent damage (damage discovered only on unpacking, or to items packed inside boxes), within twenty-one (21) days of delivery; where the carriage falls within CMR’s scope under §2.4, Article 30(1) CMR notice-period rules apply and prevail where more favourable to you;

    • for theft (visible forced entry, broken or missing tamper-evident seal under §12.8, or otherwise evidenced by a police report), within seven (7) days of delivery or of the date you reasonably became aware of the theft, whichever is later;

    • for missing items where the time of disappearance is uncertain (for example, items found absent on unpacking weeks after delivery, with no visible forced entry or evidence of theft), within twenty-one (21) days of delivery, the same window as non-apparent damage. This reflects the everyday reality that customers unpack at their own pace and may discover a missing item only well after delivery; the 21-day window applies whether or not the missing item is later found on either side’s premises.

    48-hour transit-vs-post-delivery factual presumption. Where damage is reported within 48 hours of delivery, the damage is, as a matter of fact, more likely to have occurred in transit; where damage is reported after 48 hours but within the relevant claim window above, the damage is, as a matter of fact, no more likely to have occurred in transit than in your own subsequent handling of the Goods. The presumption is factual and rebuttable on either side; it does not bar a later claim and does not affect your statutory rights under the Consumer Rights Act 2015.

    Each claim should be accompanied by, so far as you are reasonably able to provide:

    • a written description of the loss or damage;

    • photographs of the affected Goods (and packaging, if applicable);

    • the Inventory line item(s) affected, with the declared value;

    • supporting evidence of value: original sales receipts, recent online-marketplace listings of comparable items, or other documentary proof acceptable to the underwriter;

    • for theft: a copy of the police report (which we will help you obtain where the loss occurred outside your country of residence).

    12.5 The Policy does not cover:

    • loss or damage occurring during loading or unloading except to the extent it is caused by (i) our negligence or that of any Partnership Crew, subcontractor, employee or agent engaged by us in performing the Service, or (ii) our breach of the duty of reasonable care and skill under section 49 of the Consumer Rights Act 2015. To avoid doubt, loss or damage caused during loading or unloading by us, our staff or any party engaged by us in performing the Service is covered; the exclusion is intended to scope out loss or damage caused by you, your helpers, or third parties unconnected with our performance of the Service;

    • service delay or non-performance — your remedies for delay sit outside the Policy and are subject to §13;

    • damage to your own packing materials, sheets, ropes, chains or other equipment;

    • loss or damage caused directly or indirectly by inadequate or unsuitable packing or preparation (see §8.1);

    • indirect or consequential loss, including loss of profit, loss of opportunity, loss of rent, missed flights, hotel costs and similar;

    • natural deterioration; deterioration of frozen / chilled / temperature-controlled property; ordinary leakage; ordinary loss in weight or volume; ordinary wear and tear;

    • loss or damage caused by your wilful misconduct or that of your agents;

    • loss or damage to items expressly excluded under §7.1;

    • loss, damage or expense arising from the insolvency of Muve One Ltd or any operator of the Vehicle;

    • loss or damage caused by accidents to the Vehicle, other than those caused by mechanical breakdown of the Vehicle;

    • loss, damage or expense arising from any of the force-majeure events in §16, including without limitation pandemic, war, revolution, riot, insurrection, strike or politically-motivated lockdown.

    12.6 You must have an insurable interest in the Goods at the time of the loss for the Policy to respond.

    12.6A Inventory presumption of interest. Your signed Inventory under §8.3A is prima facie evidence that you held the insurable interest in each Inventory line item at loading, and at any subsequent point in transit until delivery, unless we or the underwriter produces evidence to the contrary (for example, evidence of a subsequent disposal, sale or gift of the item between loading and the date of loss). The §12.4 reporting windows for missing-uncertain items do not displace this presumption.

    12.7 No declared-value uplift above the standard cap. MuveOne does not offer a declared-value uplift above the standard Policy limit in §12.1. The £20,275 per-event cap and the £481 excess apply to every Booking, regardless of the declared value of the Consignment. Consignments whose value exceeds the standard cap must be (i) self-insured by you under a separate policy you arrange, (ii) hand-carried by you under §7.4, or (iii) excluded from the Consignment. Where the declared value you submit on the quote form, on the Inventory under §8.3, or at Inventory adjustment exceeds £20,275, the booking-link page and our quote-page guidance will tell you in plain language that the standard cap is the only cover available through us and will direct you to §7.4 (hand-carry recommendation) and to options for separate self-insurance with a third-party broker. By proceeding to Book, you accept that the standard cap applies to your Consignment in full and that we are not liable for loss or damage above the cap save as set out in §13.1 (non-excludable statutory liabilities). §13.2 (general cap) and §13.5 (CMR liability) take effect without reference to any declared-value uplift, which is not offered.

    12.8 Tamper-evident seal on dedicated Bookings (15 m³ / 30 m³). For dedicated Bookings under §5.2A, the Vehicle compartment is sealed at the end of loading with a numbered tamper-evident seal. The seal number is recorded on the Inventory under §8.3A and on the loading photograph. You break the seal at the unloading address and confirm the number matches. An intact and matching seal at the unloading address is contemporaneous evidence that no unauthorised access occurred in transit; a broken or missing seal on arrival triggers an immediate written record and, where appropriate, a police report under §12.4. The tamper-evident seal does not apply to part-load Bookings (5 m³ / 10 m³) where the Vehicle compartment carries Consignments for multiple customers; for part-loads, the security of the load relies on the driver’s sole-driver custody and the §12.3 forced-entry cover.

    13. Limitation of liability

    13.1 Nothing in this contract excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation by us; (c) any liability that cannot be excluded or limited under mandatory consumer-protection or carriage-of-goods law that applies to you, including without limitation Consumer Rights Act 2015 sections 31, 49, 50, 52, 57 and 65, the Carriage of Goods by Road Act 1965 / CMR Convention where applicable under §2.4, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as varied by §3.3B.

    13.2 Subject to §13.1, our aggregate liability to you in connection with this contract, however arising (whether in contract, tort including negligence, breach of statutory duty, or otherwise), is capped at the greater of (a) £20,275 (the standard Policy limit under §12.1) and (b) the total Service fee paid by you for the Booking in question. No declared-value uplift is available (§12.7); the cap operates without reference to any uplift.

    13.3 Subject to §13.1, we are not liable for the following heads of loss, in each case to the extent that they are not within the reasonable contemplation of the parties at the time of Booking: loss of profit, loss of revenue, loss of business, loss of contract or opportunity, loss of anticipated savings, loss of goodwill, loss of use of premises, loss of rent, or any other indirect or consequential loss.

    Notification of foreseeable onward losses (Hadley v Baxendale, second limb). Where you specifically notify us in writing of an onward travel arrangement, accommodation booking, employment-start date, tenancy-handover date, family event or other foreseeable loss that would arise if we did not perform on the agreed dates, that head of loss is not excluded by this §13.3 — it is, however, subject to the cap in §13.2. Notification may be made at any of the following stages:

    (a) at or before Booking, in the quote form or by reply to the Quote email;

    (b) at any time after Booking and before the first day of the collection window, through the Customer Portal (the operative channel for these notifications) or by email to [email protected];

    (c) on the day of loading, recorded in writing by the driver where time permits.

    We will acknowledge receipt of the notification in writing. Where the additional exposure created by the notification is, in our reasonable judgement, materially disproportionate to the Quote price (for example, a £40,000 hotel-and-flights re-booking exposure on a £600 part-load), we may, within 48 hours of receipt, either (i) accept the notification on the standard terms (the head of loss falls within reasonable contemplation, subject to the §13.2 cap); or (ii) decline the additional exposure and reschedule or cancel the Booking under §15.6 (full refund). Silence beyond 48 hours operates as acceptance under (i). For the avoidance of doubt, no declared-value uplift is available (§12.7); the customer’s onward-loss exposure remains capped under §13.2.

    13.4 Estimates of in-transit and arrival times given by us are approximations only, as set out in §9.7. We do not accept liability for in-transit delay save as set out in §13.1, §9.7 and §15.6.

    13.5 CMR liability where applicable. Where the carriage falls within the mandatory scope of CMR under §2.4, our liability is governed by Articles 17, 23, 29 and 30 CMR. CMR Article 23(3) sets the per-kilogram liability ceiling at 8.33 Special Drawing Rights (SDR) per kilogram of gross weight short. We do not offer a CMR Article 26 declaration of special interest in delivery — consistent with §12.7, no declared-value uplift is available — and any request for such a declaration will be declined; consignments above the SDR figure or the §13.2 cap must be self-insured, hand-carried or excluded.

    13.6 Lithium-ion batteries, electronics and pressurised items — carriage release. Where you ask us to carry items containing lithium-ion batteries (laptops, tablets, e-bikes, electric scooters, cordless power tools, large power banks) or pressurised items (paints, aerosols, gas canisters) and we agree on a case-by-case basis under §7.2, you must:

    (a) declare each such item on the Inventory under §8.3, including type and capacity; (b) for lithium-ion batteries, ensure the battery is no more than 30% charged at loading, terminals are protected against short-circuit, and the item is packed in a way that prevents impact damage; (c) sign an acknowledgement at the Inventory stage that you have read this §13.6 and accept the risks specific to such items.

    To the extent permitted by section 65 of the Consumer Rights Act 2015 (which we do not seek to displace), we are not liable for loss of, damage to, or fire-, leak- or pressure-related loss caused by, such items where the loss is caused by the inherent characteristics of the item rather than by our negligence.

    14. Customer indemnities

    14.1 To the extent permitted by applicable consumer-protection law (including without limitation Consumer Rights Act 2015 s.62 fairness), you indemnify us, our employees, agents, Partnership Crews and subcontractors against reasonably foreseeable third-party claims, costs, charges, expenses, damages and penalties caused by your negligent or wilful act or omission in connection with any of the following:

    • any breach by you of §7 (excluded property) or §8 (your responsibilities);

    • any negligently or wilfully false, incomplete or misleading information in the Inventory, the customs document pack or the Quote form, including value declarations and residence-transfer evidence;

    • any decision by you to load the Vehicle past the per-Tier or legal weight limit against the driver’s advice under §5.4;

    • any customs penalty, duty, VAT, fine or seizure arising from documents you have produced or instructions you have given, save where the penalty is the result of a customs-authority decision unrelated to your conduct;

    • any parking fine, congestion-zone charge or clean-air-zone charge incurred at your direction or because of access conditions you failed to declare;

    • any damage to people or property caused by helpers you have arranged outside §6.

    14.2 The indemnity in §14.1 survives termination or completion of the Booking.

    15. Cancellations, rescheduling and modifications

    15.1 Channels for cancellations, rescheduling, upgrades, balance payments and other modifications.

    (a) Cancellation requests must be submitted by email to [email protected] from the email address you used at Booking (or any updated address you have notified to us in writing under §23). The cancellation takes effect on the timestamp of receipt of the email at our server, calculated under §23.2.

    (b) Rescheduling requests must be submitted by email to [email protected] from the email address you used at Booking (or any updated address you have notified to us in writing under §23). The reschedule request takes effect on the timestamp of receipt of the email at our server under §23.2 and is binding only when we have confirmed the new date or window in writing.

    (c) Customer Portal — scoped to balance, upgrades and receipts. The Customer Portal under §1 is scoped to (i) paying the balance under §11.2, (ii) actioning upgrade payments under §5.6 and §5.7, and (iii) downloading receipts for deposit, balance and upgrades. The Customer Portal is not the channel for any other Booking modification — in particular, address changes under §15.4 are submitted by email to [email protected] (moved out of the Portal in v8), along with every other modification to the Booking (other than cancellation under §15.1(a) and rescheduling under §15.1(b), which are also by email).

    (d) We do not accept cancellations, rescheduling, address-change or other modification requests by telephone, WhatsApp, SMS, in-person conversation with a driver, social-media direct message or third-party message — these channels are non-binding under §3.2 / §3.2A. If you attempt to cancel, reschedule, change address or otherwise modify the Booking through any of those channels, we will (where reasonably practicable) acknowledge and redirect you to [email protected]; the request does not take effect until the email is received at that address.

    15.1A Safeguarding alternative-channel cancellation. Where you notify us, by any reasonable means including email to [email protected] or telephone to our published number, that you are unable to use the standard [email protected] email channel under §15.1(a) or the Customer Portal under §15.1(b) because of a safeguarding concern (including domestic abuse, coercive control, loss of capacity, hospitalisation or analogous circumstances), a plain-language statement to that effect is sufficient to constitute a cancellation, reschedule or modification notice under §15.1 and §23.3. We will not require you to evidence the safeguarding concern to operate the cancellation; we may, separately and confidentially, ask for evidence to apply §15.1B.

    15.1B Refund schedule on safeguarding cancellation. Where §15.1A is invoked and the cause is supported by reasonable evidence (a Domestic Abuse Act 2021 protective notice or order, a police-incident reference, an LPA, a doctor’s letter or other documentation reasonably acceptable to us), the §15.2 deposit-retention schedule is disapplied and we will refund all sums paid less reasonable third-party costs already irrevocably incurred on your behalf.

    15.2 Refund schedule on cancellation by you:

    • Notice given before the first day of the collection window — Refund of booking deposit — Balance refund

    • More than 7 calendar days — 50% of deposit — 100% of balance paid

    • 7 days or less — 20% of deposit — 100% of balance paid

    • No notice (no-show) — 0% (full deposit retained) — 100% of balance paid

    The deposit-retention figures are set as a genuine pre-estimate of our irrecoverable costs and the loss of corridor-slot value on the relevant notice horizon: with more than 7 days’ notice we can usually re-sell the slot, hence 50% retention; inside 7 days the slot is harder to re-fill, hence 20%; on a no-show we have already incurred the corridor-allocation, customs-lodgement and crew-confirmation costs in §3.3B and have lost the opportunity to re-sell the slot to another customer, hence 100% retention of the 25% deposit only (your balance, if paid, is always fully refunded). This schedule reflects our legitimate interest in the predictable use of scheduled-corridor capacity (per Cavendish Square Holding BV v Makdessi; ParkingEye v Beavis [2015] UKSC 67) and is not a penalty.

    15.3 Rescheduling. If you give more than 7 calendar days’ notice before the first day of the collection window, you may reschedule the collection to another mutually agreed date free of charge. Inside 7 days, a rescheduling request is treated as a cancellation under §15.2 and you may Book again at the prevailing rate.

    15.4 Address change — by email to [email protected]. You may request a change to the collection or delivery address after Booking by email to [email protected] from the email address you used at Booking (or any updated address you have notified to us in writing under §23). The Customer Portal is not the channel for address change requests in v8. Where the new address is within 5 km of the original address, the change is accommodated free of charge. Where the new address is more than 5 km from the original, or where the change materially alters the access conditions (for example floor, lift, parking, restricted-zone status), we may raise an additional charge calculated by reference to the additional road distance at HMRC’s then-current approved mileage rate plus any additional parking, congestion-zone or access charges actually incurred. We will confirm any such charge with you in writing before re-issuing the Booking, and you may decline the revised charge and cancel under §15.2.

    15.5 Date change inside the collection window. Once you are inside your 3-day collection window and we have given the 24-hour notice under §9.2, the loading appointment is fixed. Missing it triggers waiting time under §9.5 and may push your move into the next available corridor under §15.6.

    15.6 Where we cancel or reschedule. Where we are unable to perform the Booking on the agreed dates for a reason within our control, we will reschedule you to the next available corridor at no extra cost, or, at your option, refund 100% of all sums paid (deposit and balance). Where the reason is outside our control (force majeure under §16), §16 applies.

    15.6A Death or incapacity of the Customer. Where the Customer dies, loses capacity within the meaning of section 2 of the Mental Capacity Act 2005, or enters a comparable status under the law of the Customer’s country of habitual residence, between Booking and delivery, and the Booking cannot proceed:

    (a) the Booking is treated as frustrated within the meaning of section 1 of the Law Reform (Frustrated Contracts) Act 1943, save that the parties may by written agreement (including agreement signed by the Customer’s lawful attorney under an LPA, by a Court of Protection deputy, or by the Customer’s personal representative on production of a grant of representation) agree that the Booking is to be performed for the benefit of the estate or of the protected person;

    (b) all sums paid by the Customer are refunded, less the value of any benefit conferred under section 1(3) of the 1943 Act (including reasonable third-party costs irrevocably incurred on the Customer’s behalf — for example, customs guarantees paid, external-lift deposits placed);

    (c) the §11.5 lien is limited to those reasonable third-party costs only; on payment, or on agreement of the personal representative or attorney to pay, the Goods are released;

    (d) §15.2 (deposit-retention schedule) is disapplied.

    Evidence sufficient to invoke this §15.6A includes a death certificate, a registered LPA, a Court of Protection order, a doctor’s letter assessing incapacity under MCA 2005 s.3, or an analogous instrument under the customer’s home law.

    15.7 The “agreed removal date” for the purposes of this §15 means 00:01 on the first day of the collection window agreed at Booking.

    16. Force majeure

    16.1 Neither party is liable for any delay, failure or inability to perform this contract, except for payment obligations, to the extent that the delay, failure or inability is caused by an event beyond that party’s reasonable control. Such events include without limitation:

    • acts of God, severe weather, flood, fire, earthquake, storm or other natural disaster;

    • pandemics, epidemics or public-health emergencies and any related government measures;

    • war, terrorism, civil unrest, revolution, insurrection or hostility;

    • strikes, industrial action, lock-outs (including those affecting ferries, the Channel Tunnel, ports, fuel supply, airports or road networks);

    • government action, change in law, border closure, customs strike, embargo or sanction;

    • customs-authority delay outside reasonable timeframes for reasons not attributable to the customer (including delayed issue of ToR, temporary-admission processing backlogs, or inspection holds);

    • cyber incident, ransomware attack or large-scale telecommunications failure;

    • failure of utility supply or significant fuel shortage;

    • requisition or seizure of the Vehicle by any government or authority.

    16.2 The party affected will notify the other as soon as reasonably practicable. We will use reasonable endeavours to reschedule the Service to the next available corridor.

    16.3 Where the force-majeure event continues for more than 30 consecutive days, either party may terminate the Booking by written notice. On such termination we will refund all sums paid less reasonable costs we have already incurred on your behalf (for example, customs guarantees paid, external-lift deposits placed). No further liability arises between the parties.

    16.4 Reschedule ceiling. Where we reschedule the same Booking twice under §16 (force majeure) or under §15.6 (cancellation by us), you may, at your option, cancel the Booking by email to [email protected] under §15.1(a) and receive a 100% refund of all sums paid (deposit and balance), less reasonable third-party costs already irrevocably incurred on your behalf (for example, customs guarantees paid, external-lift deposits placed, ferry / Eurotunnel slots booked). This right is in addition to your rights under §15.6 and is not waived by your acceptance of either of the first two reschedules. We will tell you about this right in writing each time we propose a reschedule.

    17. Storage

    17.1 We operate our own storage facility, used (a) as an on-request paid add-on requested at Booking (see §6); (b) as a bridge when customer-side timing slips between collection and delivery; (c) under the 12-hour rule in §9.6 where you fail to receive the Vehicle at the unloading address; and (d) as a voluntary mid-flight add-on, requested by you after Booking but before delivery, where your destination is not ready to receive the Consignment on the agreed delivery date.

    17.2 Storage rate set after Booking — not in the Quote email. Where storage is taken under §17.1(a) or 17.1(b), the storage rate, the maximum duration and the location are priced bespokely under §6.2 once we have received your inventory under §8.3 (or photographs/video sufficient to size the volume to be stored) and agreed in writing in the §6.3 addendum. The estimate is provided to you separately from the Quote email and after Booking. Because storage volume cannot be reliably assessed at the system-generated Quote stage (§3.1), the Quote email does not carry a storage rate, and §3.5 lists storage as an exclusion from the Quote. The storage rate card is owner-confirm pending at the date of these T&Cs and is set per move pending publication of standard rates.

    17.2A Voluntary mid-flight storage (§17.1(d)). Where you request storage after Booking and before delivery, the request is treated as an on-request paid service under §6. We will issue a written addendum under §6.3 confirming (i) the daily / weekly / monthly storage rate, priced bespokely under §6.2 once we have your inventory or photographs/video, (ii) the access conditions, (iii) the maximum duration and (iv) the rules for retrieving the Goods. Acceptance cut-off: the addendum must be accepted by you through the Customer Portal at least 48 hours before scheduled delivery, failing which we will deliver to the agreed address per the original Booking, or — if you refuse to receive delivery — §9.6 (12-hour rule) and §17.1(c) apply. The §12 insurance cover does not extend to property in storage unless we have agreed otherwise in writing per §17.4.

    17.3 Charges on involuntary storage (12-hour rule). Where storage is invoked under §17.1(c) (involuntary storage on the 12-hour rule), the journey to the storage facility is charged at HMRC’s then-current approved mileage rate, plus labour to unload and reload at £50 per hour, plus a storage rate priced bespokely under §6.2 for the period the Goods are held — confirmed to you in writing as soon as practicable after the move-to-storage decision and invoiced through the §6.3 addendum mechanism (with payment due within 7 days of issue under §11.4). You are responsible for these charges.

    17.4 Insurance cover under §12 does not extend to property in storage unless we have agreed otherwise in writing. Where storage is required, an extension of cover may be arranged on request and at additional cost.

    17.5 Stored Goods are subject to the lien in §11.5.

    18. Vehicle overload

    18.1 Under EU and UK road-transport law, the combined weight of a 3.5-tonne Vehicle and its load must not exceed 3,500 kg. Our Logistics Department representative is the final authority on whether further Goods may be loaded; the driver will act on the Logistics Department representative’s instruction at site.

    18.2 If you direct the driver to load past the legal limit, §14 (indemnities) applies and §12.5 (insurance exclusions) applies. We will not be liable for any loss, damage, penalty or third-party claim arising.

    18.3 If a weight check finds the Vehicle over the limit, we will transfer the excess weight to a second Vehicle at the prevailing rate for the route and bill you accordingly. A weight printout will be provided.

    19. Subcontractors and Partnership Crews

    19.1 We perform the Service using a combination of (a) our directly-employed London-based crew; (b) Partnership Crews UK-wide; and (c) Partnership Crews in continental Europe (strongest in Paris and Madrid; coverage in other locations is route-by-route through partner companies and field-ops contacts). The same operating model applies whether the United Kingdom is the origin or the destination of your Booking.

    19.2 We may subcontract some or all of the Service to Partnership Crews and other subcontractors without prior consultation with you. These T&Cs continue to apply in full to the subcontracted work, and your claim remains against MuveOne, not against the Partnership Crew or subcontractor.

    19.3 Our right to subcontract does not change your obligations under §8, your indemnities under §14, or the limits on our liability under §13.

    19.4 Himalaya extension. §13 (limitation of liability) and §14 (indemnities) extend to and may be relied upon by every Partnership Crew member, subcontractor, employee, agent and sub-bailee engaged by us in performing the Service, who may enforce those clauses against you under the Contracts (Rights of Third Parties) Act 1999 (see §24.5).

    19.5 Safety refusal. The driver and any Partnership Crew member may refuse, at site, to load, transport or unload any Goods, or to enter or remain at any premises, where in their reasonable opinion doing so would create a risk to safety, to the legality of the carriage, or to the integrity of other Consignments on the Vehicle. Where this right is exercised, §15.6 applies (cancellation by us — reschedule or full refund) and the reasons will be recorded in writing.

    19.6 Partnership-Crew insurance. Partnership Crews engaged by us in performing the Service are required, as a condition of their engagement, to be named insureds (or otherwise covered as if named insureds) on the Goods-in-Transit Policy referenced in §12, so that the Policy responds to a claim arising from their negligence on the same basis as it would respond to a claim arising from our directly-employed crew. Where the Policy does not so respond in respect of a particular Partnership Crew on a particular Booking, §19.7 applies in addition to §19.2.

    19.7 Customer’s claim path on partnership-crew negligence. Where loss or damage is caused by the negligence of a Partnership Crew member, your claim remains against MuveOne (per §19.2). The §13.2 cap is the floor of our response in such a case (we will pay no less than the insurance recovery actually received under §12), not a ceiling we can rely on to refuse a claim that would otherwise be valid under §12 or §13. For the avoidance of doubt: a failure of the Policy to respond to a Partnership-Crew claim does not absolve us of liability to you; it allocates the financial risk of that failure to us, not to you.

    19.8 Crew-conduct routing. Complaints about driver, helper or Partnership Crew conduct (including but not limited to alleged rude, discriminatory, threatening, defamatory or harassing statements made by crew in the course of performing the Service) should be reported through the Customer Portal or by email to [email protected]. We accept responsibility for the conduct of our crew and Partnership Crews in the course of performing the Service to the standard of reasonable care and skill under §13.1(c), and will investigate complaints promptly. Personal communications by crew to you outside the scope of performing the Service (for example, social-media follow-up, personal-phone-number contact) are not authorised by us and should be reported.

    20. Data protection

    20.1 We process personal data in accordance with the UK GDPR and the EU GDPR. Our lawful bases are: performance of this contract (Article 6(1)(b)), compliance with legal obligations including customs declarations (Article 6(1)(c)), and our legitimate interests in operating the Service, defending claims and preventing fraud (Article 6(1)(f)).

    20.2 We process the following categories of data: your contact details; the origin and destination addresses; the Inventory; identification documents and customs evidence; payment data (handled by Stripe Europe; we do not store full card numbers); driver photographs of loading / unloading and of premises taken in the course of providing the Service.

    20.2A Call, chat and message recording — see Privacy Policy. See MuveOne’s Privacy Policy at https://muveone.co.uk/privacy for call-recording notice, communications retention period and personal-data-breach notification commitments under UK GDPR Articles 13, 33 and 34 and PECR.

    20.3 We share data with: customs authorities and customs agents in both jurisdictions; the underwriter of the Policy; Partnership Crews and subcontractors; payment processors; and, where strictly required, law-enforcement and government authorities.

    20.4 Retention — see Privacy Policy. See MuveOne’s Privacy Policy at https://muveone.co.uk/privacy for call-recording notice, communications retention period and personal-data-breach notification commitments under UK GDPR Articles 13, 33 and 34 and PECR.

    20.5 You have the right to access, rectify, restrict, port and (subject to our retention obligations) erase your personal data. Contact [email protected].

    20.6 The full privacy notice is published at https://muveone.co.uk/privacy and is available on request from [email protected]. The privacy notice prevails over §20 on questions of detail. If the privacy notice is materially updated, we will tell you by email and the updated notice applies from the date of notification.

    20.6A Personal-data breach notification — see Privacy Policy. See MuveOne’s Privacy Policy at https://muveone.co.uk/privacy for call-recording notice, communications retention period and personal-data-breach notification commitments under UK GDPR Articles 13, 33 and 34 and PECR.

    20.7 Automated processing — quote and revision engine. The Quote you receive under §3.1, and any revision under §3.6, is produced by an automated system that prices the carriage on the basis of the inputs you supply (origin, destination, Tier, date, declared value, access conditions). This is an automated decision with legal effect within the meaning of Article 22 UK GDPR. It is permitted under Article 22(2)(a) (necessary for entering into and performing the contract), subject to the safeguards in Article 22(3).

    (a) Right to human review at any stage. You may request a human review of (i) the original Quote at any time before paying the deposit, and (ii) any subsequent revision under §3.6 at any time before that revision becomes payable, including after Booking. Contact [email protected] or use the “request human review” route in the Customer Portal; the disputed charge is paused pending review.

    (b) Right to contest. You may contest the outcome of the automated decision and provide additional information; we will give you a substantive response within 2 working days and may re-issue the Quote or revision on the same or revised terms.

    (c) Logic of the processing. A high-level description of the inputs to and outputs of the quote engine is available on request from [email protected]. We maintain an internal algorithmic-audit log of changes to the engine.

    (d) No special-category profiling. The engine does not process special-category personal data within the meaning of Article 9 UK GDPR.

    20.7A AI transparency for customers habitually resident in the European Union. Where you are habitually resident in an EU Member State, the automated quote engine described in §20.7 is a limited-risk AI system within the meaning of Article 50 of Regulation (EU) 2024/1689 (EU AI Act). You are hereby informed that the Quote and any §3.6 revision is generated by an automated system. The disclosures, contestation right and human-review right in §20.7 apply equally to you. Where the mandatory consumer-protection law of your country of habitual residence (preserved under §22.2(b)(iii)) gives you additional AI-transparency rights, those rights are preserved.

    20.8 Accessibility. We aim to make the Quote, Booking and Customer Portal flow accessible to all customers, including those with disabilities within the meaning of the Equality Act 2010. Our accessibility statement, including the WCAG 2.2 AA conformance status of our website and Customer Portal and the channels by which you may request a reasonable adjustment, is published at https://muveone.co.uk/accessibility. You may complete the Booking flow with the assistance of a member of staff by telephone or by email at no premium; contact [email protected]. We will, on request, provide these T&Cs and the Quote in a more accessible format (large print, screen-reader-tagged PDF, plain-text). Complaints about accessibility may be addressed through §21 or, in respect of disability discrimination, directly to the Equality and Human Rights Commission.

    20.9 Language of Contract and Communications. As a service condition of the Booking, you must be able to communicate in English for all interactions with us — sales, operations, customs co-ordination, claims, complaints and disputes. These T&Cs, the Quote email, the Inventory, the customs document pack guidance, the booking-link page, the Customer Portal, the claims portal at https://claims.muveone.co.uk/, and all service documentation are issued in English and the English text is the authoritative version of each. This §20.9 overrides any localised-summary carve-out in §3.3C save that §3.3C continues to operate for the express and limited purpose of presenting the §3.3A onerous-terms summary and the §3.3B express-request waiver at Booking in a corridor language. Once Booked, the operational language of the Service is English. Where you anticipate needing to communicate in a language other than English at any stage of the Service, you should arrange your own interpreter or translator at your own cost; we will use reasonable endeavours to accommodate, but we do not undertake to provide translation services. Nothing in this §20.9 affects your statutory rights under the Equality Act 2010 in respect of reasonable adjustments for disability (see §20.8) or under any mandatory consumer-protection law of your country of habitual residence preserved by §22.2(b)(iii).

    21. Disputes

    21.0 Complaints handling. We acknowledge written complaints (by email to [email protected] or via the Customer Portal) within 2 working days of receipt and provide a substantive response within 14 working days. Where the complaint is not resolved at first response, you may escalate to a named senior contact, free of charge. Complaint logs are retained per §20.4. This §21.0 does not affect your rights under §21.

    21.1 If a dispute arises out of or in connection with this contract, the parties will first try to resolve it in good faith by direct discussion. Either party may escalate the dispute to a senior representative of MuveOne by email to [email protected].

    21.2 If the dispute cannot be resolved within 30 days of escalation, either party may refer the matter to the appropriate Ombudsman scheme, or, for cross-border consumer disputes within the EEA, to the European Union’s Online Dispute Resolution platform.

    21.2A Mediation. Where direct discussion under §21.1 does not resolve the dispute, either party may propose mediation through a recognised provider (such as the Centre for Effective Dispute Resolution, the Civil Mediation Council panel, or an analogous body in the consumer’s country of habitual residence). Where a proposal is made, the parties agree to engage in good-faith mediation within 30 days of the proposal, and to share the mediator’s fee equally, capped at £1,500 per party. Mediation is not a precondition to the issue of court proceedings, and nothing in this §21.2A prevents either party from issuing proceedings or seeking urgent relief; but a party that unreasonably refuses to mediate may face an adverse costs order at the discretion of the court under CPR 44.4 (Churchill v Merthyr Tydfil County Borough Council [2023] EWCA Civ 1416).

    21.3 §21 does not prevent either party from seeking urgent injunctive or interim relief from the courts at any time.

    21.4 Pre-action conduct. Before commencing proceedings against you for any sum due under this contract, we will comply with the Pre-Action Protocol for Debt Claims (October 2017) and the wider Practice Direction Pre-Action Conduct and Protocols, including issuing a Letter of Claim and giving you at least 30 days to respond before issue. Nothing in this §21.4 limits our right to seek urgent injunctive or interim relief under §21.3.

    22. Governing law and jurisdiction

    22.1 This contract and any dispute or claim arising out of or in connection with it (including non-contractual disputes) are governed by the laws of England and Wales.

    22.2 Jurisdiction. Subject to mandatory consumer-protection law:

    (a) where you are habitually resident in England and Wales, the courts of England and Wales have exclusive jurisdiction to settle any dispute arising out of or in connection with this contract (including non-contractual disputes);

    (b) where you are habitually resident in another country (including any EU or EEA Member State, Switzerland, Norway, or any other country where we provide the Service):

    (i) you may bring proceedings against us either in the courts of England and Wales, or in the courts of your country of habitual residence;

    (ii) we may bring proceedings against you only in the courts of your country of habitual residence;

    (iii) the mandatory consumer-protection provisions of your country of habitual residence are preserved, including any rights you have under Regulation (EU) No 1215/2012 (Brussels Ia) Articles 17–19 (where applicable) or the equivalent rules of your home country, and under Regulation (EC) No 593/2008 (Rome I) Article 6 in respect of the law governing this contract.

    22.2A Nothing in §22.1 or §22.2 restricts your right to use a free out-of-court dispute resolution route under §21 or the European Union’s Online Dispute Resolution platform, or to refer a matter to a competent regulator (including the Competition and Markets Authority).

    22.3 The Policy is subject to English law and English insurance market practice.

    23. Notices

    23.1 Any formal notice under this contract must be sent by email:

    23.2 A notice is treated as received on the same business day if sent before 17:00 UK time on a working day, and otherwise on the next working day.

    23.3 Channel discipline for cancellations, rescheduling, address change and other modifications (cross-reference §15.1). Cancellations must be submitted by email to [email protected] from the email address used at Booking (§15.1(a)). Rescheduling requests must be submitted by email to [email protected] from the email address used at Booking (§15.1(b)) and are binding only when we confirm the new date or window in writing. Address changes (§15.4) and every other modification to the Booking must also be submitted by email to [email protected] from the email address used at Booking. The Customer Portal is scoped to balance payments, upgrade payments and downloading receipts only (§15.1(c)). A request through any other channel does not take effect until received through the correct channel.

    24. General

    24.1 Entire agreement. These T&Cs, together with the Quote and any written addendum issued under §6, constitute the entire agreement between us and supersede any prior representations or discussions. Variations are valid only if confirmed in writing.

    24.2 Severability. If any provision of this contract is found by a competent court to be invalid or unenforceable, the remaining provisions continue in full force.

    24.3 No waiver. A failure or delay by either party to exercise a right under this contract is not a waiver of that right.

    24.4 Assignment. You may not assign your rights or obligations under this contract without our prior written consent. We may assign our rights and obligations to any successor on a restructuring or sale of MuveOne, on prior written notice to you.

    24.5 Third-party rights. A person who is not a party to this contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms, save that Partnership Crews, subcontractors, employees and agents of MuveOne may rely on §13 (limitation), §14 (indemnity) and §19 (subcontracting) to the extent those clauses are expressly stated to be for their benefit.

    24.6 Counterparts and electronic acceptance. Acceptance of these T&Cs by payment of the booking deposit through the booking link in the Quote email is binding on you and is treated as an electronic signature for all purposes.

    24.7 Version control — which T&Cs govern your Booking. Your Booking is governed by the version of these T&Cs hyperlinked from the Quote email for that Booking. We may amend these T&Cs from time to time, but any amendment takes effect prospectively for future Quotes only, and does not bind you in respect of an existing Booking without your written agreement. The version number and effective date of each set of T&Cs is shown at the top of the document. We retain superseded versions for at least the period in §20.4 and will provide a copy of the version applicable to your Booking on request.

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    MUVE ONE LTD

    86-90 Paul Street, London,
    England, EC2A 4NE
    Reg No : 14895127

    +44 333 344 2573

    [email protected]

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