Customer Terms of Service

1. About NexMove

NexMove is a technology platform that connects customers requiring moving services with independent van and truck drivers ("Drivers"). NexMove acts as the merchant of record for transactions but does not itself provide transportation services. Drivers are independent contractors, not employees of NexMove.

2. Contract Formation

A binding contract is formed when you complete payment and receive booking confirmation. By completing a booking, you agree to these terms and acknowledge that:

• You are at least 18 years old
• All information provided is accurate and complete
• You have the authority to book the move
• The items being moved are not prohibited

3. Your Responsibilities

• Provide accurate pickup and drop-off addresses
• Accurately describe items being moved (quantity, weight, size)
• Ensure access to both properties at scheduled times
• Inform us of any access restrictions (stairs, lifts, parking)
• Ensure items are properly packed and ready for transport
• Be present or have an authorized representative at both locations

4. Pricing and Payments

Prices are calculated based on distance, vehicle type, access conditions, and scheduling. The quoted price includes:

• Base vehicle fee
• Distance charge
• Access modifiers (stairs, walking distance)
• Time-based modifiers (evening, same-day)

Additional charges may apply for extras such as waiting time, parking fees, or congestion charges. These must be approved by you in-app before being charged.

5. Cancellation Policy

• 48+ hours before: Full refund
• 24-48 hours before: 50% refund
• Less than 24 hours: No refund

If a driver cancels, we will attempt to find a replacement driver. If no replacement is available, you will receive a full refund.

6. Insurance and Liability

All drivers carry goods-in-transit insurance. Our standard coverage provides protection up to £10,000 per move. You must report any damage within 24 hours of delivery with photographic evidence.

Exclusions: We are not liable for:

• Items not properly packed or declared
• Pre-existing damage
• Items of extraordinary value not declared in advance
• Delays caused by factors beyond our control

Nothing in these terms limits your statutory rights as a consumer.

7. Prohibited Items

The following items are prohibited and must not be included in any move:

• Hazardous materials, explosives, or flammable goods
• Illegal substances or contraband
• Firearms or weapons
• Perishable food items
• Live animals
• Cash, jewelry, or precious metals (over £1,000)

8. Live Tracking

During active moves, you can track your driver's location in real-time through our platform. This feature is provided for your convenience and security. Location data is used only for service delivery and is retained in accordance with our Privacy Policy.

9. Disputes and Complaints

If you have a complaint, please contact us within 7 days at support@nexmove.co.uk. We aim to respond within 48 hours. If we cannot resolve your complaint, you may refer it to an alternative dispute resolution provider.

10. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact

NexMove Ltd
Email: support@nexmove.co.uk
London, United Kingdom