Clear liability terms, shown before you book.

How your declared value works

When you book, you declare what your goods are worth. That figure helps us assess your move, match the right verified operator, and identify whether a bespoke quote is needed — so declare honestly. It's recorded in your confirmation email along with the Terms you accepted, which set out the liability terms in full.

What's generally not covered

• Damage caused by inadequate packing where you packed the items yourself and the damage relates directly to packing standards
• Pre-existing damage (photographed at pickup before the move starts)
• Consequential losses — e.g. business interruption, accommodation costs from a delayed move

Nothing here limits your statutory rights under the Consumer Rights Act 2015.

Higher-value moves

If your move includes high-value or specialist items — art, antiques, instruments, a high-value contents profile — the instant booking flow isn't always the right fit. Request a bespoke quoteand we'll come back within 2 working hours so we can confirm the right operator, handling plan, and the terms that apply.

If something goes wrong

1. Your operator photographs your goods at pickup and delivery — it's built into our app, so the evidence exists before you ever need it.
2. Tell us anytime. For the fastest resolution, report within 24 hours of completion from your booking page; damage you couldn't reasonably spot at delivery, within 7 days. Your statutory rights are unaffected.
3. We review the evidence and confirm next steps within 2 working days.
4. We'll put it right under the liability terms that applied to your booking. We deal with the operator separately — that's never your problem.