Customer–Partner Terms

Overview

These Customer–Partner Terms ("Terms") govern the physical move between the customer and the moving partner allocated to a booking. The partner confirms these Terms when accepting a job, and they apply to that specific move. It's Time 2 Move operates the platform that connects the two parties but is not itself a party to the move.

The move

• The partner agrees to collect the customer's goods from the agreed origin and deliver them to the agreed destination on the agreed date and time window.
• The customer agrees to provide safe and lawful access at both properties and to ensure the goods are ready as described in the booking.
• Both parties agree to treat each other courteously and to communicate promptly about anything that affects the move.

On the day

1. The partner will carry out a brief check of the items against the booking on arrival.
2. If the actual items, access or conditions differ materially from the booking, the partner and customer should agree any change before the work continues. Material changes may affect the price and are handled through the platform.
3. The customer, or a nominated responsible adult, must be present at collection and delivery to give access and confirm completion.

Care of goods

• The partner will handle goods with reasonable skill and care and take reasonable steps to protect them in transit.
• Certain items are carried at the customer's risk unless separately agreed, including items of exceptional value, perishable goods, plants, and items not properly packed by the customer.
• Hazardous, illegal or prohibited items must not be presented for the move.

Loss or damage

• If goods are lost or damaged as a result of the partner's failure to take reasonable care, the partner is responsible for meeting a valid claim, subject to the cover and limits described below.
• Claims are subject to the partner's goods-in-transit cover and any per-item and overall limits that apply. Higher-value items should be declared in advance.
• Claims must be reported promptly through the Dispute Resolution process. Late reporting may affect a claim.

Delays and cancellation

• Both parties will use reasonable efforts to keep to the agreed schedule. Where a delay is caused by circumstances beyond a party's reasonable control, that party is not in breach but must inform the other as soon as possible.
• Cancellation on the day, or a failure to provide access, may result in charges as set out in the customer's booking terms.

Payment

Payment for the move is collected and settled through the platform. The customer pays the amount shown on the booking; the partner receives the amount shown on the accepted job offer.

Disputes

Any dispute about the move should first be raised through the Dispute Resolution process, which explains how problems are reported and how claims are assessed.