Terms of Service

1. About Smoove and our role

Smoove is a matching and quoting platform that connects Customers with independent removal companies (our Partners). Customers answer a short questionnaire, we share job details with relevant Partners, Partners provide quotes, and Customers can then select a quote and pay using Stripe Checkout. The removal job is then carried out by the selected Partner.

Smoove itself does not provide removal services and is not a party to the contract for removal services between Customers and Partners. Each Partner operates as an independent business and will provide its own terms and conditions directly to Customers before payment.

2. Your relationship with us and with Partners

When you use Smoove as a Customer, your contractual relationship for removal services is with the Partner you choose, not with Smoove. Smoove provides the platform, matching, and quoting functionality only.

Before you pay for any removal service, you will be shown the relevant Partner's own terms and conditions. It is your responsibility to review and accept those terms before proceeding with payment.

3. Customer obligations and accuracy of information

To receive accurate quotes and avoid issues on the day of your move, you agree to:

• Provide complete, accurate, and up-to-date information in the questionnaire, including (without limitation) addresses or general locations, property type and size, floor levels, access details (parking, lifts, stairs), and a reasonable description of items and volume.
• Flag anything unusual or complex (for example, heavy or fragile items, restricted access, long carries, or special packing requirements).
• Promptly update details through Smoove or by contacting the Partner if your circumstances change.

If you do not provide accurate or complete information, you acknowledge that:

• The quotes you receive may be inaccurate or need to be revised.
• The Partner may not be able to complete the job as planned.
• You may be charged additional fees or the job may need to be rescheduled according to the Partner's own terms and conditions.

4. Partner obligations and non-circumvention

This section applies to removal companies using Smoove as Partners.

By using Smoove, Partners acknowledge that Smoove invests in building and maintaining the platform, finding Customers, and operating the matching and quoting systems. In consideration of being granted access to Smoove and to Customer leads, each Partner agrees:

• Not to approach, solicit, or accept business from any Customer introduced or identifiable through Smoove for any removal job outside of the Smoove platform, where that job originated on Smoove.
• Not to attempt to bypass or circumvent Smoove, including (without limitation) by offering discounts or alternative pricing on the condition that the Customer books or pays outside Smoove.
• Not to share, sell, or otherwise misuse Customer details obtained via Smoove for any purpose other than quoting for and, if accepted, carrying out the job through Smoove.

Partners agree that the non-circumvention obligations above apply during their use of Smoove and for a reasonable period afterwards in respect of Customers and jobs that originated on Smoove. Smoove reserves the right to suspend or terminate Partner access, and/or seek appropriate remedies, if it reasonably believes that a Partner has attempted to circumvent the platform or Smoove's fees.

Partner Agreement: In addition to these Terms, Partners must accept our Partner Agreement before their account can be verified. The Partner Agreement contains more detailed provisions regarding non-circumvention, data protection, and other Partner-specific obligations.

5. Fees, pricing, and payments

Smoove charges a platform fee for providing the matching and quoting service. As at the date of these Terms:

• A 5% fee is included in the total price paid by the Customer. This fee is for Smoove's matching and platform services.
• Customers pay the total price for the job using Stripe Checkout. Smoove or its payment partners will collect the payment and remit the appropriate amounts to the Partner, less Smoove's fee and any other agreed deductions.

The Smoove fee is generally non-refundable. It may only be refunded (in whole or in part, at our discretion) where:

• there is a clear and demonstrable error in Smoove's systems that directly causes the Partner to be unable to complete the job; and
• Smoove considers, acting reasonably, that refunding the fee is appropriate in the circumstances.

Any refunds or adjustments relating to the underlying removal service (for example, where a job is cancelled, changed, or not carried out as expected) are primarily a matter between the Customer and the Partner, under the Partner's own terms and conditions. Smoove may, but is not obliged to, assist in facilitating communication between the parties.

6. Our responsibilities and limitations of liability

We will use reasonable care and skill to operate Smoove as a platform and to maintain reasonable security and availability. However, you acknowledge and agree that:

• Smoove does not provide removal services and is not responsible for the acts, omissions, or performance of any Partner.
• We do not guarantee that any Partner will accept a job, that jobs will be available in all locations, or that any quote will be the best or cheapest available.
• Quotes are based on information provided by Customers and may need to be revised if that information is incomplete or inaccurate.

To the fullest extent permitted by law, Smoove shall not be liable for any loss or damage arising out of or in connection with:

• the performance or non-performance of removal services by a Partner, including (without limitation) any loss, damage, or breakage of items during a move; or
• any indirect, consequential, special, or punitive loss, or any loss of profit, business, or opportunity, whether in contract, tort (including negligence), or otherwise.

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law (for example, liability for fraud or fraudulent misrepresentation).

7. Use of the platform

You agree not to:

• Use Smoove for any unlawful, fraudulent, or abusive purpose.
• Interfere with or disrupt the operation of Smoove or attempt to gain unauthorised access to any systems or data.
• Copy, modify, or reverse engineer any part of Smoove, except as permitted by applicable law.

We may suspend, restrict, or terminate your access to Smoove at any time if we reasonably believe you have breached these Terms or are otherwise misusing the platform.

11. Changes to these Terms

We may update these Terms from time to time. When we do, we will post the updated version on this page and update the "Last updated" date at the top. If a change is material, we may provide additional notice (for example, by email or within your dashboard).

Your continued use of Smoove after changes take effect means you accept the updated Terms. If you do not agree to any changes, you must stop using Smoove.

12. Governing law and jurisdiction

These Terms, and any non-contractual obligations arising out of or in connection with them, are governed by the laws of England and Wales (or the laws of the jurisdiction in which Smoove is established, if different and as updated in these Terms from time to time).

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms or your use of Smoove, subject to any mandatory consumer protection rules that may give you the right to bring claims in your local courts.

8. Customer support

We provide customer support to help you with questions about the platform, your bookings, and any issues that arise. You can reach our support team through:

• Our Help Centre — including live chat support
• Email at hello@smoove.to

For issues relating to the removal service itself (such as damage claims or service complaints), you should first contact the Partner directly. We can help facilitate communication if needed but are not responsible for the Partner's performance.

9. Cancellations and refunds

Our Refund & Cancellation Policy sets out the terms for cancelling bookings and obtaining refunds. Key points include:

• The Smoove platform fee is generally non-refundable as the matching service has been provided.
• Refunds of the Partner's fee depend on how much notice you give before the moving date.
• If a Partner cancels, you are entitled to a full refund including the platform fee.

Please review the full policy for complete details on cancellation timeframes and refund amounts.

10. Contact and complaints

If you have any questions or concerns about these Terms or about Smoove, you can contact us at:

• Support: Help Centre
• Email: hello@smoove.to

These Terms are provided for general information and do not constitute legal advice. You should consider seeking your own legal advice to ensure that your use of Smoove and your agreements with Customers or Partners comply with applicable laws.