Business Customer Agreement

Version 1.6

Business Customer Agreement

Movesmith Business. Version 1.6.

This agreement applies to moves that an approved organisation books and pays for through Movesmith Business. It applies to a booking confirmed on or after the effective date shown with this version in Movesmith Business.

1. Your contract and the parties

1.1 Your contract for the booked move is with Movesmith Ltd, company number 16634345, whose registered office is 86–90 Paul Street, London EC2A 4NE. Contact us at hello@movesmith.uk or 020 3143 1719.

1.2 The business customer is the organisation identified in the booking. Movesmith sets the price and is responsible to that organisation for the agreed removal service. Movesmith arranges an eligible independent operator to carry out the physical move. The operator does not set or collect a separate price from you.

1.3 Movesmith Business is open to organisations that Movesmith has approved, such as letting and estate agents, relocation and concierge firms, developers (including build-to-rent operators), retailers, care homes and care groups, retirement and later-living operators, senior move managers, hospital discharge and adult social care teams, housing associations, councils, NHS trusts and universities. Movesmith decides whether to approve an organisation, which sector applies to it and whether it may book and pay for moves itself. Approval as a referral partner does not by itself give access to organisation-paid booking.

1.4 When your organisation books a move for someone else, such as a tenant, buyer, relocating employee, new member of staff, resident or patient (the client), your organisation is the customer of record. It books on the client's behalf, contracts with Movesmith for the move and pays for it. The client is not a party to this agreement. The client does not become the payer, and gets no authority to accept prices, approve changes or cancel. The client only has the limited role you give them for move-day contact (clause 9) and, if you choose, on-site sign-off (clause 6). When the completion PIN is not available on the day, the person on site, who may be your client, may also sign for completion under clause 6.11.

1.4A Sponsored moves. Your organisation may set up a relocation programme in Movesmith Business and send a person, such as a relocating employee or new member of staff (the employee), a personal link to book their own move (a sponsored move). For a sponsored move:

(a) the employee books the move themselves through Movesmith's normal booking flow, at Movesmith's normal fixed price, and accepts the Marketplace Terms. The employee is the customer of record for the move and for the part of the price they pay;

(b) your organisation is not the customer of record, but agrees to pay its share of the price (clause 5.23) under this agreement;

(c) a link is personal to the email address it was sent to, works for one booking only, and stops working when it expires, is used or is withdrawn by you.

1.5 An individual confirming a business booking must have current authority to act for the named organisation. Their individual account identifies their actions. It does not make the client, a recipient or another staff member the payer.

1.6 This agreement covers organisation-paid bookings made through Movesmith Business. Your organisation may instead invite a client to book and pay for their own move. That client books through Movesmith's ordinary customer checkout at the ordinary customer price, and contracts under their own customer agreement. Any organisation discount does not apply to it. Their invitation and your operational access do not make you their payment or completion representative.

1.7 Key terms. In this agreement:

(a) Movesmith Business means Movesmith's online service for approved organisations, including its booking, Billing, team and move-day pages;

(b) owner means the individual currently recorded as the organisation's owner in Movesmith Business;

(c) commercially authorised staff means staff to whom the owner has expressly given authority to accept prices, confirm business bookings, cancel them or approve chargeable changes;

(d) client has the meaning in clause 1.4;

(e) named approver means the owner or commercially authorised staff member named for a booking under clause 6.1 to give completion sign-off. The owner is the backup;

(f) saved company card means the payment card the owner saves for the organisation under clause 5;

(g) held price means a fixed price that Movesmith Business shows with the time until which it is held, as described in clause 3.3;

(h) capacity hold means the limited period during which Movesmith holds a confirmed operator's capacity for a requested move, as described in clause 3;

(i) client on-site sign-off means the per-move option described in clause 6.3;

(j) Movesmith Cover means the liability Movesmith accepts for your goods under clause 7.2;

(k) Invoice Account means the optional arrangement described in clauses 5.14 to 5.22, under which Movesmith invoices your organisation for bookings instead of taking payment from the saved company card; and

(l) Order Form means the document signed by your organisation and Movesmith that sets the terms of your Invoice Account and any pilot service commitments.

1.8 What organisation-paid bookings cover. Organisation-paid bookings under this agreement are household removals: moving household goods and personal belongings to or from a home. This includes collecting your client's own purchase from a shop or auction house for delivery to a home. They do not include:

(a) office and commercial removals, meaning moving goods to, from or between offices, shops, warehouses or other business premises, other than a collection from a shop or auction house described above;

(b) haulage or distribution, including delivering, collecting or returning goods that your organisation sells or has sold to its own customers;

(c) moving your organisation's own furniture, equipment, fittings or stock, including furniture or equipment it provides in a resident's room; or

(d) house clearance, room clearance or waste removal, including taking away or disposing of goods that are not moving to another address, except taking away a named item as an add-on service on an organisation-paid household removal under clause 3.16.

For this clause, a home includes a resident's own room or apartment in a care home, a retirement or later-living scheme, or supported or sheltered housing, and temporary accommodation that your client moves into, for example while their own home is repaired. Moving your client's own household goods and personal belongings to or from such a home is a household removal, even when your organisation books and pays for it and even when your organisation runs the building. If your organisation is a care provider, a housing body, a council, the NHS or a university, organisation-paid bookings are limited to these moves of your clients' own household goods and personal belongings.

Movesmith Business does not price these moves online, and Movesmith does not accept them under this agreement. A move that includes an office or other business premises at any address is sent to Movesmith for review instead. Ask us about such moves separately.

2. Your Movesmith Business account

2.1 Movesmith approves organisations separately from referral-partner activation. Each user must have an individual account. The owner may invite staff, and must expressly grant commercial authority to staff who may accept prices, confirm business bookings, cancel them or approve chargeable changes. Other staff may prepare move details and request a decision.

2.2 The organisation must keep its membership and authority records accurate. Removing a staff member immediately ends their access and any outstanding authority, and their responsibilities pass to the current owner. Past actions remain attributed to the person who took them. Ownership can only be transferred to a replacement owner who has accepted the role.

2.3 A routine pause stops new bookings and invitations but allows authorised coordination of existing jobs to continue. A security revocation removes the affected access and transfers oversight to Movesmith. Neither action by itself cancels a booking, changes a previously agreed price, or withdraws the standing authority in clause 5.4.

3. Your move brief, price and how a booking is formed

3.1 A booking covers one collection address and one delivery address, and any extra stops that Movesmith Business offers and that you add with their addresses before the price is fixed. The agreed inventory, quantities, preparation, goods values, access, parking, contacts, dates, services and operating plan define the booked service. Only expressly included services are provided. A saved location or copied draft must be checked for the new job. It does not carry forward a held or accepted price, capacity hold, client contact permission, recipient authority, sign-off setting or agreement acceptance.

3.2 You must have authority to arrange collection and delivery of the goods, and must provide accurate information and lawful access. Tell us promptly if anything changes. Do not put payment details or security or access codes in general notes or photos.

3.3 Your price. Movesmith prices the brief using the same pricing it uses for its own customers' bookings. Where an organisation discount applies (clause 5.10), it is shown as a separate line and the price you pay is the price after the discount. Movesmith Business shows each price with the time until which it is held. We check the held price again before you request or book the move. If the hold has expired, or the brief has changed, we show you the new price before you continue. A move that cannot be priced online is sent to Movesmith for review, and nothing is agreed until we give you a fixed price.

3.4 If you have no date yet. Movesmith Business may show a list of prices for upcoming dates. That list is for information only. A price is fixed only when you choose a date and Movesmith Business shows it as a held price for that date.

3.5 Requesting a move. Where Movesmith Business asks you to request a move first, submitting the request asks Movesmith to find an eligible operator for the brief at the held price. While we look, we hold that price for the unchanged brief. Submitting a request does not form a contract for the move. Nothing is charged or authorised on your saved company card, and neither party is committed to the move.

3.6 Capacity hold. When an eligible operator confirms the required resources and availability, Movesmith holds that capacity for a limited time. Movesmith Business shows the time the hold expires. A category-based operating plan does not promise that a particular vehicle or named operator will be used.

3.7 If no operator is found or the hold expires. If we cannot find a suitable operator, we tell you and the request ends without charge. If the capacity hold expires before you confirm, the request lapses without charge. A new request may have a different price or availability. Either party may withdraw a request before the booking forms.

3.8 When the booking forms. A booking, and the contract for the move, forms only when the owner or commercially authorised staff confirms and pays in Movesmith Business: where a request was made, before the capacity hold expires; otherwise, while the price is held. To confirm and pay, they must accept this agreement and the brief and price, and commit the saved company card as the payment method for the booking under clause 5. Movesmith then sends a booking confirmation. An enquiry, draft, invitation, price list, held price, request or capacity hold is not a confirmed booking and creates no payment obligation.

3.9 Where a booking forms without a request, Movesmith then assigns an eligible operator. If an operator declines an unchanged move after the booking forms, that alone does not increase your agreed price. Movesmith looks for an eligible replacement. If the move cannot be carried out, Movesmith cancels it, releases any authorisation and refunds any money collected for the service not provided.

3.10 If the brief changes after a price is held or a request is submitted, but before the booking forms, we may need to re-price it or look for capacity again. A held price applies only to the unchanged brief.

3.11 Collections from a shop or auction house. Where the move collects your client's purchase from a shop or auction house, you must give the collection contact, the order reference or lot numbers and the collect-by date, and confirm that you have authority to collect the goods and to share these details with the seller and the operator. We may ask for proof of purchase or release after the booking forms. We provide the transport only. We do not pay the seller, inspect goods for the seller or decide any dispute about the sale.

3.12 Packing. Movesmith's packing service is available only where Movesmith Business offers it for the move, and only if it is included in the agreed service. Packing Kits (the sets of packing materials Movesmith sells) are not sold as part of an organisation-paid booking.

3.13 Long-distance moves. Where Movesmith prices your move as a long-distance move, the fixed price includes a mileage charge and, where the move is planned for the crew to rest overnight after delivery, the crew's overnight allowance. These amounts are fixed when the booking forms and are not recalculated for the route the crew drives or for diversions. The crew rests only after all the goods have been delivered. Goods are never kept overnight.

3.14 Your reference. You may add a purchase order number or job reference to each booking. We show it with the booking in Movesmith Business, on statements and exports, on VAT documents and, where you have an Invoice Account, on the invoice. Adding a reference does not change this agreement (clause 10.1). Where your Order Form says a reference is required, a booking on your Invoice Account needs one (clause 5).

3.15 Shared-load bookings. Where Movesmith Business offers a shared-load price, the Marketplace Terms clause 27.16 applies to the booking. For an organisation-paid booking, the organisation’s approver makes the choice under 27.16(e) and agrees any cost under 27.16(j). The organisation’s saved company card is authorised only once the day is confirmed. Under an Invoice Account, the booking is invoiced from the confirmed day. Cancellation fees under clause 8.2 are measured from the start of the confirmed arrival window at the collection address, and none applies until the day is confirmed and for 2 hours after. A booking marked as needing a dedicated vehicle is never offered as a shared load.

3.16 Add-on services. Where Movesmith Business offers them for a move, the owner or commercially authorised staff may add the add-on services described in the Marketplace Terms clause 27.17 to a booking. They can build flat-pack furniture, wall-mount a TV, take an old item away, and unpack and bag the packaging for recycling.

- Price and payment. Each add-on is a fixed-price line in the agreed service. It is priced as for individual customers and paid under clause 5 with the booking. Any organisation discount (clause 5.10) applies only where Movesmith Business shows it on that line. - Same rules. Marketplace Terms 27.17 (what is included and excluded, if it can't be done, liability), 31A.3(h) and 33.6 apply to the booking. Section 7 of this agreement applies to goods and premises. - Approving add-ons. Neither your client nor a recipient can add, change or pay for an add-on on site (clause 4.1). - Taking an item away. - Only items belonging to your client and named in the booking, from an address of that household removal. - Not your organisation's own furniture, equipment or stock (clause 1.8(c)). - By adding a take-away, you confirm that your client owns the item, or that its owner has agreed, and that you have authority to arrange its disposal for them. Where your client can't decide for themselves, that authority must come from a person legally entitled to decide (for example an attorney or deputy), and you must keep a record of it. - Movesmith's Waste Partner collects and disposes of the item, and we give you the waste receipt on request. - You choose the collection slot and make sure someone can let the Waste Partner in (Marketplace Terms 27.17(d)). In a care or supported-living setting, that means a staff member, not the client.

4. Changes to the agreed service

4.1 Changes to items, handling, access, dates, route, crew or other material requirements must go through Movesmith's existing revision and capacity checks. We show any revised fixed amount before the owner or commercially authorised staff accepts it. Silence does not approve a change or charge. Neither the client nor a recipient can approve a change or charge.

4.1A Changes made online. The owner, or staff with commercial authority, may make a change under clause 4.1 to the items or the date in Movesmith Business. We show the revised fixed amount, including any late-change charge where a smaller team is needed less than 48 hours before the move, before you accept it. Nothing changes until you accept it and, where the change needs a bigger team, more vehicles or more days, the operator agrees. A change accepted online has the same effect as one agreed with us under clause 4.1. Where the booking is paid by Invoice Account, we check a change of price against your invoice terms before it takes effect.

4.2 The operator must pause affected work and report any unresolved problem with scope or access. They cannot impose an on-site charge or take payment directly. A waiting arrangement does not create a new hourly rate. Any additional charge needs the existing express approval of the variation.

4.3 Parking penalty charges. Your organisation must pay us the amount of a parking or loading penalty charge, including a private parking charge, issued for a vehicle used for a booked move, where:

- the accepted brief records that your organisation, your client, or the building or facility would arrange the parking, permit, bay suspension, loading bay or paid parking, and it was not in place or usable at the recorded time, or was materially different from what the brief recorded; or the owner or commercially authorised staff expressly agreed through Movesmith Business, on the day, that the crew could stop at a position where a charge might be issued; - the crew used the recorded or agreed position, or the nearest reasonable one, for no longer than needed; and - the charge relates to that address during the move.

The exclusions are the same as for individual customers:

- the operator's own breach or choices; - moving traffic and driving offences; - red routes or obstructive stops the operator chose; - road user charges; - clamping, removal and storage fees; - late-payment increases; - administration fees; - charges under challenge.

We send the owner and the booking contact a notice with the evidence after our internal review and approval, and no later than 70 days after the move. You have 14 days to pay or dispute. A client or recipient cannot agree to or dispute a charge on your organisation's behalf.

5. Payment: the saved company card

5.1 One card for the organisation. Organisation-paid bookings are paid with the organisation's saved company card. Each organisation has one saved company card at a time. It is held by our payment provider, Stripe, against a single customer record for the organisation. Movesmith does not store full card numbers. Unless your organisation has an Invoice Account, each booking is charged to the saved company card as set out below. Where it has one, clauses 5.14 to 5.22 say which bookings are invoiced instead. The saved company card is required in either case.

5.2 Who manages the card. Only the owner may add, replace or remove the saved company card. Commercially authorised staff may confirm bookings that use it, but cannot view the full card details or change the card. Ordinary staff, clients and recipients have no access to payment details or payment actions.

5.3 The card is used for each booking. When a booking forms under clause 3.8, the saved company card is attached to that booking. You do not enter card details for each booking. The booking records which card was used, shown by brand and last four digits.

5.4 Standing authority to charge the card. When the owner saves the card, they must accept an authority on the organisation's behalf. This authority allows Movesmith, through Stripe, to start payments on the saved company card without the cardholder being present, but only for:

(a) the agreed total of each booking that the owner or commercially authorised staff confirms under clause 3.8, after any organisation discount;

(b) any revised amount for a change that the owner or commercially authorised staff has approved under clause 4;

(c) a cancellation fee that applies under clause 8.2, or a rescheduling fee that applies under clause 8.3; and

(d) where the multi-day journey expressly offers prepayment and you accept it, the prepayment shown before you accept (clause 5.6); and

(e) where your organisation has an Invoice Account, any invoiced amount that remains unpaid 7 days after its due date, after we have given the notice in clause 5.19. This does not cover an amount you have disputed under clause 5.21 while the dispute is open; and

(f) a parking penalty charge under clause 4.3, once the notice and dispute period in that clause has passed, and not while it is disputed.

The authority does not cover anything else. It does not cover on-site charges, bookings you have not confirmed, or any claim we may have against you for loss (clause 7.6). Those need your separate express agreement or must be pursued through the ordinary process.

5.5 When we authorise and when we take payment. For each booking paid by card (including an invoice-account booking that reverts to card payment under clause 5.18):

(a) Authorisation. We ask the card issuer to authorise (reserve) the agreed total up to 48 hours before the start of the collection arrival window. If the booking forms or the operator's assignment is confirmed within that 48-hour period, we ask for authorisation at that point instead.

(b) Capture. We take payment of the authorised amount only when completion is signed off under clause 6, or when a Movesmith completion review under clause 6.10 records the move as complete.

(c) Approved changes. A revised amount approved under clause 4 is authorised and taken in the same way. If it is approved after the original authorisation, the difference may be authorised separately.

(d) Cancellation and rescheduling fees. A fee that applies under clause 8.2 or 8.3 is charged after the cancellation or rescheduling is recorded, and any remaining authorisation is released.

Authorisation is not payment. An authorisation that is not captured is released under the card issuer's normal timescales.

5.6 Multi-day prepayment. Where the existing multi-day journey expressly offers prepayment and you accept it, the arrangement shown applies. The same amount is not taken again at completion. The booking must show the payment arrangement before you confirm it.

5.7 Replacing the card. The owner may replace the saved company card in Billing at any time, and must accept the standing authority again for the new card. The replacement is used for:

(a) new bookings;

(b) existing bookings that have not yet been authorised; and

(c) existing bookings where an authorisation was declined. We retry these on the new card automatically.

A booking already authorised on the earlier card keeps that authorisation until payment is taken or the authorisation is released.

5.8 Removing the card. The owner may ask us to remove the saved company card by emailing hello@movesmith.uk from the owner's account email. Removal ends the standing authority for that card from when we confirm the removal. It does not cancel any booking or reduce amounts already due. It does not release an authorisation already in place for a booking, but you may cancel that booking under clause 8. While any booking is outstanding, the owner must save a replacement card. If no valid card is saved when an authorisation is needed, clause 5.9 applies as if the authorisation had been declined.

5.9 If an authorisation is declined. If the card issuer declines an authorisation, or requires the cardholder to authenticate and this is not done:

(a) we tell the owner and the booking contact by email and show the problem in Movesmith Business;

(b) the owner should update the saved company card in Billing, or complete any authentication the issuer asks for. Once a replacement card is saved we retry automatically;

(c) we tell you the latest time the problem must be resolved for the move to go ahead. We will give you a reasonable opportunity to resolve it before that time;

(d) if it is not resolved by that time, we may cancel the booking and release the operator. We are not required to carry out a move without a successful authorisation; and

(e) if we cancel under paragraph (d), any fee under clause 8.2 is measured from the time we cancel. No fee applies where the decline was caused by Movesmith's or Stripe's error.

The client or a recipient can never be asked to pay or to provide a card instead.

5.10 Organisation discount. Movesmith may offer your organisation a discount of up to an agreed percentage on organisation-paid bookings. Movesmith decides whether to offer it and the percentage, and tells the owner in writing. The discount is applied from Movesmith's fee where the move's price allows, so on some moves or dates less than the full percentage, or no discount, applies. Where a discount applies:

(a) the amount actually applied is shown as a separate "Your organisation discount" line on the price before you confirm, and the agreed total is the amount after the discount;

(b) it is funded entirely by Movesmith. It does not reduce the operator's payment or change the service provided;

(c) Movesmith may change or withdraw it for future quotes by giving the owner reasonable notice. A change does not affect a booking that has already formed or a price already held; and

(d) it cannot be combined with other promotional codes unless Movesmith says so in writing.

5.11 Customer payment and operator settlement are separate. Payment of the operator is a matter between Movesmith and the operator. The operator's payment may be released as soon as completion is signed off. This does not reduce what Movesmith owes you, including any refund, service credit or goods claim, which Movesmith handles directly. A client's or recipient's receipt of goods, and delivery photos, do not by themselves authorise payment or operator payout.

5.12 Referral fees. No referral reward is earned on an organisation-paid booking. An organisation receiving a discount under clause 5.10 does not also earn referral fees on the same bookings. Eligible customer-paid introductions remain governed by the separately agreed referral terms and the existing settlement checks.

5.13 Receipts and statements. The owner and commercially authorised staff can see booking receipts and billing documents in Billing. Movesmith sends a receipt after each payment taken from the saved company card, and makes a monthly statement of the organisation's bookings and charges available in Billing. For card-paid bookings, a statement is for information only and is not an invoice requiring separate payment. Invoices under an Invoice Account are governed by clauses 5.14 to 5.22. VAT documents are issued only while Movesmith is registered for VAT. Ordinary staff, clients and recipients do not get access to payments or billing.

Invoice Account (optional)

5.14 By invitation only. Movesmith may offer your organisation an Invoice Account. It is offered by invitation only, and Movesmith decides whether to offer it after a short check of your organisation, such as its company details and payment record. Nothing in this agreement entitles your organisation to one.

5.15 The Order Form. An Invoice Account starts only when your organisation and Movesmith have both signed an Order Form. The Order Form sets:

(a) your credit limit, which is the most that may be owed on your Invoice Account at any time, counted as set out in clause 5.17;

(b) your payment terms, which are 14 days from the invoice date unless the Order Form states a different period;

(c) how often we invoice, either for each move or by a monthly statement invoice; and

(d) whether a purchase order number or other reference is required for each booking.

The signed Order Form forms part of this agreement. If the Order Form and this agreement conflict about the Invoice Account or a service commitment the Order Form contains, the Order Form prevails on that subject. On every other subject, this agreement prevails.

5.16 Invoices. For a booking on your Invoice Account, we issue an invoice after completion sign-off under clause 6 (or a Movesmith completion review under clause 6.10), either for that move or on your monthly statement invoice, as the Order Form says. Each invoice shows the purchase order number or job reference you gave for the booking. You pay invoices by bank transfer to the account shown on the invoice, by the due date. A cancellation fee that applies to an invoiced booking under clause 8 is invoiced in the same way. A rescheduling fee, and any other amount added to an invoiced booking, follows clause 5.18.

5.17 Which bookings are invoiced. A booking is placed on your Invoice Account only if, when it forms under clause 3.8, nothing on the Invoice Account is overdue and the following, added together, are within your credit limit:

(a) all invoiced amounts not yet paid, including any amount you have disputed under clause 5.21;

(b) the agreed totals of bookings already placed on your Invoice Account that are not yet complete; and

(c) that booking's agreed total.

An amount you have disputed counts towards the credit limit, but it does not stop new bookings being invoiced in the way an overdue amount does. Movesmith Business shows before you confirm whether the booking will be invoiced or paid by card.

5.18 Over the limit or overdue. While the booking would take your organisation over its credit limit, counted as in clause 5.17, or any invoiced amount is overdue, new bookings are paid with the saved company card under clauses 5.3 to 5.9 instead. A booking that has already formed keeps the payment arrangement shown when it was confirmed. An amount added to an invoiced booking after it forms, such as an approved change under clause 4 or a rescheduling fee under clause 8.3, is added to that booking's invoice only if, when it is approved or applies, it is within your credit limit counted in the same way and nothing is overdue. Otherwise that amount alone is paid with the saved company card, and Movesmith Business shows which before you approve it. The rest of the booking stays on the Invoice Account.

5.19 The saved company card as security. Your organisation must keep a saved company card while it has an Invoice Account. If an invoiced amount is still unpaid 7 days after its due date, we may charge the overdue amount to the saved company card under clause 5.4(e). Before doing so, we tell the owner by email the amount, the invoice it relates to and the date on or after which we will charge it, giving at least 3 working days' notice. We do not charge an amount you have disputed under clause 5.21 while the dispute is open.

5.20 Late payment. If an invoice is not paid by its due date, Movesmith may claim statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998. No other late-payment fee applies.

5.21 Disputing an invoice. If you dispute any part of an invoice, tell us in writing before the invoice's due date, saying which amount you dispute and why. You must pay the undisputed part by the due date. We will review the disputed part promptly and tell you our decision. Raising a dispute does not affect your rights under clauses 7 and 8.

5.22 Operators and ending the Invoice Account. Your organisation's obligation to pay is owed to Movesmith. Movesmith pays the operator on completion whether or not your organisation has yet paid Movesmith, and an operator never invoices or chases your organisation. Movesmith may change or withdraw your Invoice Account by giving the owner reasonable written notice. Withdrawal does not affect bookings that have already formed. Amounts already invoiced remain payable on their terms, and later bookings are paid by card.

Sponsored moves

5.23 Your share and the employee's balance. For each sponsored move, your organisation pays the price up to the cap per move set for the programme, plus any increase you approve under clause 5.25 (your share). The employee pays the rest of the price (the employee's balance). Your share and the employee's balance always add up to the price of the booking.

5.24 Card authority. When a member of your organisation who may book on your behalf sets up or changes a relocation programme, they confirm, for your organisation, that Movesmith may charge your saved company card for your share of each move booked through that programme's links. That confirmation is recorded with the programme (clause 11.3). Clauses 5.1 to 5.3 apply to that card.

5.25 Raising the cap. An employee may ask your organisation to raise the cap for their move. Only the approver you name for the programme, or the owner, may approve or decline. An approval raises the cap for that one move. If you decline, or don't decide, the employee may still book and pays any amount above the cap themselves. Each request and decision is recorded and shown to your organisation.

5.26 When your share is charged. About 48 hours before the move, Movesmith first places the usual hold on the employee's card for their balance (if there is one). Only if that succeeds does Movesmith charge your share to your saved company card. That charge is taken straight away, not held. If the employee's card is declined, your card is not charged.

5.27 Organisation discount. Any organisation discount under clause 5.10 applies to your share only, never to the employee's balance.

5.28 Price changes. If the price changes before your share is charged (for example after the employee's pre-move item check or an agreed change), your share is recalculated: your organisation pays up to its cap, and the employee pays the rest. After your share is charged, a change in price falls to the employee, unless your organisation agrees to cover it; if the price falls below your share, Movesmith refunds the difference to your card.

5.29 Cancellations. A cancellation fee follows whoever cancelled. If the employee cancels, the employee pays any fee under the Marketplace Terms and your share is refunded in full. If your organisation cancels (clause 8.1 applies to its owner and commercially authorised staff), your organisation pays any fee under clause 8.2, first from your share, and the employee's hold is released. If the operator or Movesmith fails to carry out the move, your share is refunded in full.

5.30 Refunds. Any other refund on a sponsored move is split in proportion to what your organisation and the employee each paid.

5.31 Declined card; what we don't do. If your card is declined for your share, we tell you and try again; the move is not confirmed to the operator until your share is paid. Movesmith does not give your organisation credit for sponsored moves (a monthly invoice may be offered later under clauses 5.14 to 5.22), and does not advise on tax. Whether a move qualifies for any tax treatment (for example HMRC's relief for qualifying removal and relocation expenses) is for you and your advisers.

6. Completion sign-off, the named approver, client on-site sign-off and sign-off by signature

6.1 Named approver. Before confirming a booking, name a completion approver who is the owner or a commercially authorised staff member. The owner is the backup. If the named approver's authority ends, any outstanding sign-off action of theirs is cancelled and the current owner or Movesmith handles it.

6.2 Recipients. A collection contact, delivery recipient or nominated replacement may receive goods and acknowledge receipt. That role alone does not authorise completion sign-off, except sign-off by signature under clause 6.11 when the completion PIN is not available. A replacement recipient must go through the verified nomination and handover process. Nomination does not give payment authority.

6.3 Client on-site sign-off: a per-move option. For any business-paid move, the owner or commercially authorised staff may choose to let the client sign off completion on site. The option:

(a) can be set only after the client's name and UK mobile number have been confirmed under clause 9;

(b) applies only to that move, and is off unless someone chooses it;

(c) can be changed at any time before sign-off. Turning it off is always possible; and

(d) is recorded in Movesmith Business with who set it and when.

6.4 What the client may do. When client on-site sign-off is set and the operator marks the move complete, Movesmith sends a one-time completion PIN by text message only to the client's confirmed mobile. The client may give that PIN to the operator (for example by entering it on the crew's device). This signs off completion on your organisation's behalf. By setting the option, your organisation appoints the client as its delegated approver for that move's completion sign-off only. A sign-off given by the client binds your organisation as if the named approver had given it. The client has no other authority under this agreement.

6.5 The named approver remains the fallback. When client on-site sign-off is set, the named approver (and the owner as backup) remains the fallback. If the client is unavailable, does not wish to sign off, or the PIN cannot be delivered, the owner or commercially authorised staff may turn the option off. The completion PIN then goes to the named approver, who may sign off remotely. Otherwise, clause 6.11 (sign-off by signature) or clause 6.10 applies.

6.6 When a PIN stops working. An outstanding completion PIN is cancelled automatically if the client's contact details, the client on-site sign-off setting, the named approver or any relevant staff authority changes. A new PIN then goes to whoever is entitled to sign off at that time.

6.7 Keeping the PIN safe. The completion PIN may be given to the operator only by the person entitled to it: the client under clause 6.4, or the named approver or owner. It must not be passed to anyone else just because they are present at delivery. The operator may enter only a PIN that has been freely given to them by that person. They must not obtain it by pressure, deception or guessing. If the PIN is not available on the day, it must not be passed on instead: clause 6.11 may apply. If your client has a concern about the move, they should not give the PIN or sign under clause 6.11. They should tell the crew and contact Movesmith instead. If you suspect a PIN was obtained improperly, tell us immediately.

6.8 What sign-off means. Completion sign-off, whether given by the named approver, the owner or the client, or by signature under clause 6.11:

(a) confirms that the move is complete for payment purposes;

(b) allows Movesmith to take payment of the authorised amount from the saved company card; and

(c) allows Movesmith to release the operator's payment, which may happen immediately.

Sign-off cannot proceed while an incident that blocks sign-off is still open on the booking.

6.9 Sign-off does not waive your rights. Completion sign-off, including by your client or by signature under clause 6.11, does not waive a claim for loss, damage or service failure. This includes problems that were not apparent at the time. Your organisation remains the party that raises and resolves concerns with Movesmith:

(a) raise any concern within 24 hours of the move being marked complete (or, for sign-off by signature, within 24 hours of the signature: clause 6.11) for our fast-track review;

(b) report damage that was not reasonably apparent at delivery as soon as it is discovered and, where possible, within seven days of completion (clause 7.5); and

(c) if your client tells the crew or Movesmith about a problem on the day, we record it on the booking and tell your organisation.

These are reporting targets, not deadlines that end a valid claim. The operator's payment having been released does not affect how we handle your concern. Movesmith deals with refunds and goods claims directly.

6.10 Unanswered, disputed or unverifiable completion. If sign-off is not given, is disputed or cannot be verified, the booking goes to a Movesmith completion review using the available evidence and audit trail. Silence, photos, time spent waiting or an operator's claim of completion do not count as sign-off on their own. There is no timer-based or silence-based sign-off. Sign-off by signature under clause 6.11 is not an exception to this: it needs a positive act by the person on site, and the 24 hours in clause 6.11 are for reporting a problem, not a period after which silence counts as sign-off. Goods must not be left unattended or with an unauthorised person.

6.11 Sign-off by signature when the PIN is not available. Sign-off may be given by the signature of the person on site when the completion PIN is not available on the day. If that happens, we tell your named approver straight away. You have 24 hours from the signature to tell us if something is wrong, and we will look into it. In more detail:

(a) When it can be used. Only when the completion PIN cannot be given to the operator on the day, for example because the person entitled to it cannot find it or did not receive it. The completion PIN remains the usual way to sign off. Sign-off by signature is available whether or not client on-site sign-off is set for the move;

(b) Who signs and how. The person on site receiving the goods, such as your client or a delivery recipient, types their name, signs on the operator's device and confirms that they received the goods as expected. They can do this only after the operator has marked the move complete. We record the name, the signature and the time and, where the device allows it, the location;

(c) A separate method. Sign-off by signature is recorded as sign-off by signature. It is not a PIN, and it is never recorded as a PIN sign-off;

(d) What it does. It completes the move for payment purposes and binds your organisation as if the named approver had signed off. Clause 6.8 applies to it in the same way: we take payment of the authorised amount from the saved company card (or invoice it under clause 5.16) and may release the operator's payment immediately. The person who signs gets no other authority under this agreement;

(e) When a signature does not count. A signature does not sign off the move if the completion PIN has already been used or is locked after incorrect attempts, if the named approver or any relevant staff authority has changed since the signature was given, or while an incident that blocks sign-off is open on the booking. Clause 6.10 then applies;

(f) We tell your approver. We tell the named approver straight away by email and, where their mobile number is confirmed, by text message. The notice gives the name of the person who signed, the time, a link to view the signature and a link to report a problem;

(g) The 24 hours. The 24 hours are the fast-track review in clause 6.9(a), counted from the signature. They are a reporting target, not a deadline that ends a valid claim. If you tell us within that time, we start a review. You can still raise a concern after that time, including damage under clause 6.9(b) and clause 7.5. If the review finds the signature should not have counted, for example because the person who signed was not entitled to receive the goods, clause 6.10 applies and Movesmith deals with any refund directly;

(h) Your rights are kept. As with any sign-off, a signature does not waive a claim for loss, damage or service failure (clause 6.9). Not telling us within 24 hours does not by itself confirm the move or waive a claim; and

(i) Fair use. The operator may ask for a signature only when the PIN is not available, and must not obtain it by pressure or deception. If the person on site has a concern about the move, they should not sign. They should tell the crew and contact Movesmith instead. If you suspect a signature was obtained improperly, tell us immediately.

7. Goods, care, liability and complaints

7.1 Your goods and authority

You must own the goods or have the owner's authority to arrange the move and agree these conditions. This includes goods belonging to your client. Tell us if another person owns them.

Declare each requested item's quantity, value and known condition accurately and confirm the total declared value. Make reasonable enquiries within your organisation, and with your client, so that what you tell us about the goods is complete and accurate. Do not guess information you do not know. Before quoting, declare any item worth over £8,000, antiques, fine art, pianos, safes, unusually heavy items and items needing specialist handling or permits. We must review any total declared value over £50,000 before a booking can go ahead.

Do not include cash, negotiable instruments, jewellery, watches, precious metals, passports, original deeds or irreplaceable documents; firearms, ammunition or weapons; illegal or unlawfully obtained items; explosives, flammable liquids, pressurised gases, or corrosive or toxic materials; perishable or temperature-controlled goods; or live animals, restricted plants or biological materials. Packing and protection responsibilities are those expressly recorded in the accepted brief. Requested packing help is not confirmed until it is included in the agreed service.

7.2 Our responsibility and Movesmith Cover

Movesmith will perform its obligations with reasonable care and skill. It remains your point of contact for the booked service, including work done by our assigned operator. Your contract is with Movesmith. You do not have to pursue the operator before bringing a claim to us.

Movesmith accepts liability for loss of or damage to your goods up to the lower of the declared value and the Movesmith Cover limit that applies to the booking. The limits are:

- £10,000, included at no extra charge; - £25,000, required for a declared value above £10,000 and up to £25,000; and - £50,000, required for a declared value above £25,000 and up to £50,000.

Any increase is included in the fixed price before you accept it, and the booking confirmation records the applicable limit. The £50,000 limit does not apply automatically to every booking.

Movesmith Cover is the name for the liability Movesmith accepts to you under this agreement. It is part of your contract with Movesmith. Subject to this section, Movesmith accepts liability for accidental loss, theft, fire, water damage and physical damage during loading, transit and unloading. For any one move, the total of all goods claims is limited to the lower of the declared value and the Movesmith Cover limit accepted for that move.

When we vet operators, we check that they hold their own goods-in-transit and public liability insurance. That check is separate. It does not enlarge, reduce or replace the liability Movesmith accepts to you.

7.3 Assessing loss or damage

Where we are liable, we may repair or replace the item, or pay the reasonable cost of repair or its current market value, taking account of its age and condition, within the applicable limit. We do not pay on a new-for-old basis. There is no double recovery for the same loss. For a pair or set, we assess the damaged item or its proportionate share of the value. Any special value that comes only from the set being complete is excluded. If a repair does not adequately fix the damage, tell us so we can review it.

If the actual total value of the goods materially exceeds your declared total, the goods claim is reduced in proportion (declared total value divided by actual total value). Evidence can include the agreed inventory, collection and delivery photographs, purchase or ownership records and other reasonably reliable information. Uploading a photo or accepting a declared value does not verify its accuracy.

7.4 Goods exclusions

The liability Movesmith accepts for goods (Movesmith Cover) does not extend to:

- prohibited goods; - undeclared items that needed specialist review in advance; - pre-existing damage and ordinary wear; - damage caused by inadequate packing where packing was your responsibility; and - internal electrical or mechanical failure without physical external damage, unless caused by fire, flood or a vehicle collision.

We apply an exclusion only to the loss it actually concerns. An exclusion for your packing does not excuse damage caused by our failure to handle the goods with reasonable care.

7.5 Reporting and resolving a problem

Report visible damage or missing items at delivery where reasonably possible, through the booking or by emailing hello@movesmith.uk. Reporting within 24 hours of the move being marked complete allows our fast-track review. Report damage that was not reasonably apparent at delivery as soon as you discover it and, where possible, within seven days of completion. Explain any delay. These reporting targets do not automatically end an otherwise valid claim or shorten a statutory limitation period. Delay may affect what the available evidence can show.

Keep relevant photos and records. Give us a reasonable opportunity to inspect before disposal or non-urgent repair, and take reasonable steps to prevent further loss. Movesmith investigates and tells you its decision and reasons. You may ask us to reconsider with further evidence. Service failure and goods damage are assessed separately, and a payment dispute does not by itself establish either. Signing for receipt, giving completion sign-off (including by your client under clause 6.4 or by signature under clause 6.11) or receiving a refund does not waive an undisclosed or unresolved claim. Only a separate settlement that expressly and validly says so can do that.

7.6 Other liability and protections

Nothing excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. Mandatory rights continue to apply.

Subject to those protections, the total liability for other loss arising from a booking is limited to the fixed price for that booking. Goods claims use clause 7.2, and damage to premises uses clause 7.7. We exclude indirect or consequential loss and loss of profit, revenue, business, anticipated savings or goodwill. These limits and exclusions apply only to the extent they are lawful and reasonable in the circumstances. They do not remove an express refund obligation. Tell us before booking about any particular risk or deadline so we can decide whether a tailored arrangement is possible.

You are responsible for reasonable direct loss caused by your breach, inaccurate instructions, lack of authority over goods or breach of the warranty in clause 9.4, to the extent you caused that loss. You do not have to indemnify us for our own or our operator's negligence, breach or misconduct. We must take reasonable steps to minimise any loss we claim from you. We cannot add such a claim as an unapproved on-site charge, or charge it under the standing authority in clause 5.4, except a parking penalty charge under clause 4.3, which may be charged under clause 5.4(f).

7.7 Damage to premises

This clause applies to physical damage to the fixed parts of premises at a booked address, such as walls, floors, doors, stairs, lifts, fixtures, gates and communal areas, including premises belonging to your organisation, your client, a landlord or a building owner, caused by the operator's crew or vehicle during a booked move ("premises damage").

The operator must carry out the move with reasonable care and protect the premises. Where premises damage was caused by the crew or vehicle not taking reasonable care, Movesmith arranges for it to be put right by a repair or by paying the fair and reasonable cost of repair, at our option. This clause does not make Movesmith responsible for damage that neither we nor the operator would be legally responsible for, and it does not reduce any right that cannot lawfully be limited.

We are not responsible for:

- damage that was there before the move, or normal wear; - damage caused by your organisation, your client or anyone helping them, unless the crew directed the handling that caused it; - damage from a route, method or handling the crew warned about and that the owner, commercially authorised staff or the named approver then asked the crew to go ahead with, through Movesmith Business; - damage caused by a defect in the premises the crew could not reasonably have known about; - damage caused by inaccurate access information in the accepted brief; or - indirect or consequential loss.

Report premises damage through the move page or by emailing hello@movesmith.uk as soon as possible and, where possible, within seven days of completion, with photos. If a landlord, building owner or managing agent contacts you or your client about the damage, pass it to us straight away and do not agree anything on our or the operator's behalf. Our total liability for premises damage arising from one move is limited to £50,000, separately from Movesmith Cover for goods. There is no double recovery for the same loss.

7.8 Crews on your moves

Who comes on the move. Operators may bring helpers to do the move. Helpers work for the operator, not for Movesmith or for you.

Every helper is checked. Every helper passes Movesmith's right-to-work check before they work on a job. A helper who drives has had their driving licence checked. Operators may use only helpers Movesmith has approved for that job. No other subcontracting.

Every van is covered. The operator's insurance covers every van and every person on the job. A helper's own van also has goods in transit of at least £10,000 and public liability of at least £1m with Indemnity to Principals.

If a crew falls short. If a crew doesn't cover the job at the final check, the job goes back to other movers at the same price. Inside the 12-hour cut-off, other movers can still accept it until the arrival window starts. If no mover takes it, the booking is cancelled with a full refund and you're told straight away (clause 8.5).

8. Cancellation, rescheduling and service failure

8.1 Who can decide

For organisation-paid bookings, the owner or commercially authorised staff may cancel a booking or accept a revised one. Other staff may request a decision. A client or delivery recipient cannot cancel or approve a charge simply by receiving goods or being the person moving. A client's authority is limited to sign-off under clause 6.4, where that option is set, and sign-off by signature under clause 6.11. For customer-paid bookings, the contracting customer keeps these decisions.

8.2 Cancellation fees

Subject to clause 8.4 and any legal right that applies, the existing cancellation schedule applies to the agreed total, after any organisation discount. Notice is measured from the start of the agreed collection arrival window:

An agreed recipient delay or waiting arrangement is not by itself a no-show. Movesmith reviews the recorded circumstances. Unattended goods must not be released just because a deadline passes. A cancellation is recorded when it is submitted through the booking or received by Movesmith. A later acknowledgement does not reduce the notice you gave. Contact us promptly if Movesmith Business is unavailable. Withdrawing a request, or letting a held price or capacity hold expire, before the booking forms (clause 3.7) is not a cancellation and carries no fee.

Removing an add-on. The owner or commercially authorised staff can remove an add-on service (clause 3.16) in Movesmith Business.

- Work the crew does. Building flat-pack furniture, wall-mounting a TV, and unpacking and bagging the packaging: you can remove one at any time before the crew starts it. You pay nothing for it. - Taking an item away. There is no charge if you remove it 24 hours or more before the start of the arrival window. Less than 24 hours before, you pay only the Waste Partner's fixed call-out charge shown in the booking, never a percentage of the price. We refund the rest. - Cancelling the whole move. Its add-ons are cancelled with it, on the same terms as above. The fees in the table above apply only to the rest of the agreed total.

This does not affect clause 8.4 or 8.5.

8.3 Rescheduling

The first reschedule requested at least 48 hours before the move carries no administration fee. A later request, or any further reschedule, carries the existing £35 administration fee. We work out the price of the same move on the new date and arrival window, and show it, with any fee, before you accept. If the new date costs more, the difference is paid the way the booking is paid: on your Invoice Account under clause 5.18, or with the card used for the booking. If it costs less, the lower total applies: an invoiced booking is invoiced at the lower total, and any amount already paid by card is refunded to that card. For a customer-paid booking, the contracting customer pays or receives the difference. For a same-day booking, the Same-Day Booking Terms set the fee instead of the £35 administration fee. The new date must be within 90 days of the original date; otherwise the existing cancellation process applies. A requested date depends on suitable capacity and is not confirmed by the request alone. A proposal you have not accepted does not silently cancel the existing move.

8.4 Contractual cancellation protection

To keep the existing customer cancellation protection: where the booking forms (clause 3.8) more than 14 days before the move date, you may cancel within 14 days of the booking forming without a fee. For an organisation contracting for business purposes, this is a contractual benefit, not a statement that statutory consumer cooling-off law applies. For a booking that forms within 14 days of the move, the schedule in clause 8.2 applies, subject to rights that actually apply by law. Whether a customer is a consumer depends on their circumstances, not on which card or service was used. Consumer bookings must use the applicable customer agreement and must not lose mandatory protections through this agreement.

8.5 Failure, refunds and credits

You receive a full refund if:

- Movesmith fails to assign a suitable operator in time; - an operator cancels and there is no replacement; - an operator fails to attend; or - the move cannot be completed for reasons within Movesmith's or the operator's control.

If an add-on service can't be done or finished, we refund the price of the part not done (Marketplace Terms 27.17(f)), and the rest of the booking goes ahead.

An operator's refusal alone does not allow a higher price.

Where the booking formed at least 48 hours before the move, the existing service-credit rules may also apply, subject to the existing £25 minimum and £150 maximum:

- 5% for cancellation by us or the operator with under 24 hours' notice; - 8% for an operator no-show; or - 5% for arrival more than 60 minutes after the agreed window without advance contact.

A delay that is communicated honestly, with a reasonable revised time that is agreed, does not earn a credit by itself. A credit does not replace a refund or any other remedy you are entitled to.

Refunds go back to the saved company card used for the booking. For an invoiced booking, we reduce or cancel the invoice or, if it has already been paid, refund to the account it was paid from. If the original method is no longer available, we refund to another method agreed with the owner. Before payment is taken, a refund normally means releasing the authorisation. Where the existing no-fault operator settlement requires payment to be taken, Movesmith funds your refund without reducing it. Refunds after payment usually arrive within five to ten working days. Goods-damage claims follow section 7, not the cancellation schedule.

8.6 Events outside reasonable control

Each party must tell the other promptly and take reasonable steps to reduce disruption. Such an event does not excuse a failure caused by that party's own lack of reasonable care, or remove payment or refund obligations already due. If the event prevents the scheduled move, we offer a free reschedule or a full refund. Where it affects your ability to attend, we consider reasonable evidence under the existing disruption process. General inconvenience or a change of plan does not automatically qualify. If the operator is affected, we look for an eligible replacement. No event allows collected goods to be abandoned.

9. Operational information, your client's details and communications

9.1 Use Movesmith Business's progress, changes and move-day coordination features. Collection and delivery contacts receive only the information and actions needed for their role. Keep your responsible staff and contact details up to date so that required decisions reach someone authorised to act.

9.2 Client contact details. When you book a move for a client, you give us the client's name and UK mobile number. Their email address is optional. You must confirm these details in Movesmith Business before the client can receive move-day messages or be given client on-site sign-off.

9.3 What we use them for. We use the client's details only to coordinate the move. This includes arrival and progress texts, coordination messages, a view-only move page and, where client on-site sign-off is set, the completion PIN. Billing, payment, receipts, declined-card notices, price and change approvals, cancellation and authority messages go to your organisation, not the client. We do not use the client's details for marketing, or share them with the operator beyond what the move needs.

9.4 Your warranty. Each time you give or confirm a client's contact details, your organisation warrants that:

(a) the client has given permission for you to share their name and mobile number (and email, if given) with Movesmith for move-day contact, including, where you set it, receiving the completion PIN;

(b) you have told the client that Movesmith and the assigned operator will contact them about the move, and where to find Movesmith's privacy notice; and

(c) the details are accurate and belong to the client.

9.5 Changes and withdrawal. Update the client's details promptly if they change, or if the client withdraws permission. When details change, move-day messages go to the new details, and any outstanding completion PIN is cancelled (clause 6.6). If the client withdraws permission, turn off client on-site sign-off. Move-day messages then go to your organisation's booking contact.

9.6 Data protection. Your organisation and Movesmith each act as an independent controller of the client's details, and each must comply with UK data protection law when handling them. Movesmith handles the client's details in line with its privacy notice at movesmith.uk/privacy.

9.7 Customer-paid introductions. Customers who pay for their own booking choose whether to share operational information with the organisation that introduced them. They may withdraw that sharing without losing their own booking access. You get no right to their payment details, private messages, disputes or completion credentials. Withdrawal removes later access through Movesmith Business, including files, but cannot recall information already viewed. Handle any information you already hold in line with your privacy obligations.

9.8 Permission to introduce a customer, or to send a client operational updates, is not consent to marketing. Confirm that a customer expects an invitation before sending it.

9.9 Practical move needs, not health information. We do not need health information to carry out a move, and Movesmith Business does not ask for it. Give us only the practical needs the move requires, for example: "extra time needed", "ground-floor or lift access needed", "someone will be present to help the resident" or "needs a quiet, unhurried crew". Do not give us your client's diagnosis, medical conditions, medication or care needs, in the booking or in messages.

(a) If you nevertheless give us information about your client's health, you warrant that you are entitled to share it with us for the move: either your client has given explicit consent to you sharing it, or you have your own lawful basis and condition under data protection law for sharing it on their behalf. You are responsible for that basis. Clause 9.4 applies to it as it does to contact details.

(b) We use move needs and any health information we receive only to plan and carry out the move. We show the assigned operator only what the job needs. We delete free-text move-needs notes once the move is complete and the period for reporting a problem with it has passed, unless a claim or dispute about the move is open, in which case we keep them until it is resolved.

9.10 What we share with you about a sponsored move. For each sponsored move booked through your programme's links we show your organisation: the employee's name, the move date, the postcode districts the move is from and to (for example "SE13 to N1"), the price, your share and the employee's balance, the booking status, and the cost centre, expense code and employee reference you set. We never show you what is being moved, the full addresses or the employee's card details, and you must not ask us to. We tell the employee what we share with you before they book. You must use what we share only to manage and account for your relocation programme.

10. Records, notices and general provisions

10.1 The move contract is made up of the booking confirmation, the accepted quote and brief, any expressly accepted variations, the recorded version of this agreement and, where your organisation has one, the signed Order Form. The standing authority recorded when the owner saved the card (clause 5.4) forms part of this agreement for every booking that uses that card. An expressly accepted term specific to a booking prevails on the subject it clearly deals with. Otherwise this agreement governs business-paid moves, and Movesmith's Marketplace Terms apply only where this agreement refers to them or does not deal with a subject. Website use and referral arrangements are governed separately. An order number or your purchase-order terms do not vary this agreement unless Movesmith expressly accepts the variation.

10.2 We keep relevant agreement, booking, payment authority, authority and communication records in line with our privacy notice (movesmith.uk/privacy). Download or keep your confirmation. Later versions of this agreement apply to new bookings, not retrospectively to a booking that has already formed. Any material change needed to an existing contract requires express agreement. A later version does not change the standing authority for a saved card unless the owner accepts it again.

10.3 Give contractual notices in writing through the booking or to hello@movesmith.uk. We use your current authorised booking contact and the owner's email. Notice takes effect when received. A failed or bounced transmission is not treated as received. For urgent move-day issues, also call 020 3143 1719. Our acknowledgement is not needed to preserve the recorded time a cancellation was received.

10.4 The law of England and Wales governs this agreement and any related non-contractual claims, and its courts deal with disputes. Mandatory jurisdiction or consumer rights are unaffected. We will first try to resolve a complaint directly. Neither party has to give up access to a court or an available statutory remedy.

10.5 Neither party may transfer the contract without the other's written consent. The exception is that Movesmith may transfer it as part of a sale or restructuring of its business, provided this does not reduce your contractual protection and you are told. Using an assigned operator is not a transfer of Movesmith's responsibility.

10.6 Only the contracting parties may enforce this agreement under the Contracts (Rights of Third Parties) Act 1999. Your client is not a contracting party. This does not remove rights that arise separately by law.

10.7 If any provision is unenforceable, only the part necessary is removed. A delay in exercising a right is not a waiver. Nothing in this agreement excludes liability for a fraudulent statement or removes a remedy that cannot lawfully be excluded.

10.8 Public bodies. If your organisation is a public body, or buys under public procurement rules:

(a) a purchase order, order number or reference that you give us, and any terms printed on or linked from it, does not form part of or vary this agreement unless Movesmith expressly accepts the variation in writing (clause 10.1);

(b) nothing in this agreement, in your approval for Movesmith Business, or in any booking, appoints Movesmith to a framework, dynamic purchasing system or other procurement arrangement. Nor does it make a booking a call-off, or create any exclusivity, minimum volume or commitment on either side. Each booking is a separate contract under this agreement;

(c) you are responsible for meeting your own procurement and spending rules, including any approval you need before booking; and

(d) if you receive a request under the Freedom of Information Act 2000, the Freedom of Information (Scotland) Act 2002 or the Environmental Information Regulations 2004 for information about this agreement or our dealings with you, you may disclose what the law requires. Where reasonably practicable, you will tell us first and take into account what we say about commercially sensitive information.

10.9 Our trading conditions. This agreement, together with Movesmith's Marketplace Terms where this agreement refers to them, sets out Movesmith's trading conditions for organisation-paid bookings. They form part of every booking you confirm under this agreement, and you accept them each time you confirm a booking (clause 11).

11. Acceptance record

11.1 Saving the card. When the owner saves or replaces the saved company card, they must be shown the standing authority in clause 5.4 and must actively accept it. We record the organisation, the owner's identity, the card brand and last four digits, the version of the authority wording and the time.

11.2 Confirming a booking. Before confirming a booking, the authorised person must be shown:

- this agreement; - the booking's scope and price, including any organisation discount line; - the Movesmith Cover limit; - the payment arrangement: whether the booking will be invoiced under the Invoice Account or paid by card, and the saved company card that will be used or held as security (brand and last four digits); - the named approver and owner backup; - whether client on-site sign-off is set; and - the time until which the price or capacity hold is held.

11.3 Acceptance records:

- the organisation; - the identity of the person acting; - this agreement's version and a fingerprint of its exact text; - the version of Movesmith's Marketplace Terms in force; - the accepted brief version, which fixes the accepted quote; - the purchase order number or job reference given for the booking, if any; - the saved company card used (brand and last four digits); - the named approver; - the client on-site sign-off setting at acceptance; - any organisation discount under clause 5.10: the discount rate and amount applied when you confirmed and your organisation's agreed percentage, or that no discount applied; and - the time.

For a relocation programme, the record also shows the member who confirmed the card authority under clause 5.24, when, and the version of this agreement they confirmed.

11.4 Invoice Account terms. Invoice Account terms (credit limit, payment terms, invoice frequency, reference requirements and any pilot service commitments) come from the signed Order Form, identified by its reference and version. They are not set or changed by clicking to accept a booking. The booking records whether it was placed on the Invoice Account or paid by card.

11.5 An unticked box, an invitation, receipt of goods, a client's sign-off or an ordinary staff login is not acceptance. The person accepting confirms their authority to bind the named organisation.