Customer Terms of Service

Overview

These Customer Terms of Service ("Terms") form a binding agreement between you ("you", "the customer") and It's Time 2 Move ("we", "us", "the platform") whenever you request a quote or confirm a booking through the platform. By confirming a booking you accept the version of these Terms in force on that date.

We operate an online marketplace that connects customers who need a move with independent, vetted moving partners. We are not the mover: the move itself is carried out by the partner allocated to your booking, and the relationship for the physical move is governed by the separate Customer–Partner Terms.

Quotes and pricing

• Quotes are generated from the information you provide, including addresses, access details, inventory, dates and any additional services requested.
• A quote is an estimate based on that information. If the details are materially inaccurate or change before or on the day of the move, the price may be adjusted.
• Prices are shown inclusive of applicable taxes unless stated otherwise. Any optional extras are clearly itemised before you confirm.
• A quote remains valid for the period shown on the quote. After that period, we may re-price the move.

Confirming a booking

1. When you confirm a booking you authorise us to allocate a suitable partner and to take payment in accordance with the payment terms shown at checkout.
2. You are responsible for ensuring the accuracy of all booking details, including access, parking, floor levels and lift availability at both properties.
3. You must have the legal right to remove all items presented for the move and to authorise access to both properties.

Payment

• Payment is collected through our payment provider. We do not store full card details.
• Depending on the option shown at checkout, payment may be taken in full at booking, as a deposit with the balance due before or on completion, or as otherwise stated.
• Where a deposit is taken, the balance becomes payable in line with the schedule shown on your booking.

Changes and cancellations

• You may request a change to your booking through your account. Changes are subject to availability and may affect the price.
• Cancellation charges may apply depending on how close to the move date you cancel. The applicable cancellation terms are shown before you confirm and in your booking confirmation.
• We may cancel a booking if we are unable to allocate a suitable partner, if the details provided are found to be materially inaccurate, or in the circumstances described below. Where we cancel for reasons that are not your fault, we will refund amounts paid for the cancelled move.

Your responsibilities

• Provide accurate and complete information at every stage.
• Be available (or nominate a responsible adult) at the agreed times at both properties.
• Ensure items are ready for the move as agreed, and disclose any items that are unusually heavy, fragile, hazardous or prohibited.
• Secure adequate parking and access where this is your responsibility.

Prohibited and high-risk items

Certain items cannot be moved or can only be moved under specific conditions, including hazardous materials, illegal goods, live animals, perishable goods and items of exceptional value. If in doubt, tell us before the move so we can advise.

Liability

• We are responsible for operating the platform and for allocating a suitable partner with reasonable care.
• Liability for loss of or damage to goods during the physical move is dealt with under the Customer–Partner Terms and the partner's cover, subject to the limits described there.
• Nothing in these Terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence or for fraud.
• We are not liable for losses that were not reasonably foreseeable or that arise from inaccurate information you provided.

Problems and disputes

If something goes wrong with your move, report it through the Dispute Resolution process as soon as possible. That process explains how to report a problem and how claims between customers and partners are handled.

Changes to these Terms

We may update these Terms from time to time. The version that applies to your move is the version you accepted when you confirmed that booking. Material changes will be published on this page with a new effective date.

Contact

Questions about these Terms can be raised through your account or through the contact channels shown on the platform.