Terms of service

Booking

A booking is confirmed once you accept a quote and authorise payment (or complete checkout where payment is required). You must provide accurate pickup and drop-off details, access information, and a realistic inventory. We match your job with an independent driver; MoveLane coordinates the platform but is not the carrier.

You are responsible for ensuring items can be safely moved, that parking or loading access is available, and that someone authorised is present at pickup and drop-off unless agreed otherwise.

Pricing

Your quote is based on the details you enter (addresses, items, helpers, timing). The price shown at checkout is the fixed fare unless you change the job or add stops after booking. Additional waiting time, extra stops, or items not declared may be charged through support in line with our pricing rules.

Card payments are processed by Stripe. We may place an authorisation hold before the move and capture the final amount after completion, or capture according to the flow shown at checkout.

Cancellations and changes

You may cancel eligible bookings in the app or by contacting support. Cancellation fees depend on how far the job has progressed: free within the grace period after booking, higher once a driver is committed or en route. After loading begins, cancellation may not be available in the app and becomes a support matter.

Refunds, release of payment holds, and partial charges follow the policy shown before you confirm cancellation. If payment was already captured, eligible refunds are returned to the original payment method.

Your responsibilities

Do not book prohibited or hazardous goods without prior approval. Pack fragile items appropriately. Disputes about damage, missing items, or service quality should be raised promptly through MoveLane support with photos and details so we can investigate.

Liability

To the fullest extent permitted by UK law, MoveLane's liability for loss or damage arising from use of the platform is limited to the fees you paid for the affected booking, except where liability cannot be excluded (including death or personal injury caused by negligence, or fraud).

Drivers are independent contractors, not MoveLane employees. Their conduct and vehicle standards are governed by our driver agreement, but direct claims relating to carriage may involve the driver and their insurance as well as MoveLane's support process.

We do not guarantee uninterrupted availability of the app, matching times, or third-party services (maps, payments, messaging).

Law and disputes

These terms are governed by the laws of England and Wales. Courts in England and Wales have exclusive jurisdiction, without prejudice to your statutory rights as a consumer in the UK.

Contact

Questions about these terms: ops@move-lane.com