House Rules — Acceptable Use & Prohibited Items Policy

MoveMate · Effective date: [DATE]

DRAFT — to be reviewed before publication. Applies to customers, Workers, Team Leaders and anyone using the MoveMate website or app.

MoveMate works because people treat each other well and keep each other safe. Breaking these rules can mean jobs ending early (fully payable), removal of content, account suspension or closure, and in serious cases reporting to the police.

1. Things our crews won't lift, carry or touch

• Hazardous materials: asbestos (or anything that might be), chemicals, solvents, paint thinners, fuel, gas bottles and cylinders, batteries that are leaking or damaged, fireworks, explosives, oxygen tanks.
• Medical and sharps waste: needles, syringes, clinical waste.
• Illegal items: drugs, stolen goods, weapons, firearms or ammunition, counterfeit goods, anything you don't have the right to move.
• People and animals: live animals (including in cages or tanks with animals inside), and of course people.
• Specialist items without a specialist booking: upright or grand pianos, safes, gun cabinets, hot tubs, pool tables, marble or stone slabs, and any single item over [150] kg — unless agreed in advance with enough Workers and suitable equipment you provide.
• Waste we can't legally handle: we can carry your rubbish to your own bins, skip or vehicle, but Workers can't take waste away (that requires a waste carrier licence).
• Perishables in a state that's unsafe or unhygienic.

2. Things our crews won't do

• Drive, ride in or move any vehicle, transport or deliver goods.
• Work at height: ladders, loft hatches without a fixed ladder and boarded floor, roofs, scaffolding, lifting items over balconies or through windows.
• Disconnect or connect gas, plumbing or hard-wired electrical appliances, or do any other trade work.
• Dismantle white goods (fridges, freezers, washing machines, dryers, dishwashers).
• Work in conditions that are unsafe or unsanitary (for example severe hoarding conditions, structural damage, flooding, vermin infestation) unless agreed in advance.
• Anything they reasonably believe is unlawful, unsafe or beyond what was booked.

3. How everyone must behave

No-one may:

• abuse, threaten, harass or intimidate anyone, or discriminate on the basis of race, religion, sex, gender identity, sexual orientation, disability, age or any other protected characteristic;
• make sexual comments or advances;
• be under the influence of alcohol or drugs during a job;
• record people without their knowledge;
• steal, damage on purpose, or misuse anyone's property or data.

4. Using the platform

You must not:

• create fake accounts, impersonate anyone, or register someone without their permission;
• give false information in a booking, registration or claim;
• post fake, paid-for, retaliatory or abusive reviews, or offer incentives for reviews (unlawful under the Digital Markets, Competition and Consumers Act 2024);
• share contact details to move bookings off the platform, or arrange off-platform payments for jobs found on MoveMate;
• scrape, copy, reverse-engineer or overload the site, test vulnerabilities without permission, or introduce malware;
• use stolen payment cards or make abusive chargebacks;
• use the service for any unlawful purpose.

5. Reporting a problem

Report anything that breaks these rules in the app or at [EMAIL]. In an emergency, call 999 first.