Bumps & Scrapes — Damage & Liability Policy
MoveMate · Effective date: [DATE]
DRAFT — to be reviewed by a qualified UK solicitor and an insurance broker before publication. This policy forms part of the Customer Terms and the Worker Terms.
Our crews are careful, but heavy things, tight stairwells and gravity don't always get along. This policy explains who's responsible for what if something gets damaged.
1. The honest bit first
- Lifting has risks. Even with great technique, the odd scuff or knock can happen.
- We don't insure your belongings. MoveMate is a labour-only marketplace and doesn't provide goods-in-transit or contents cover. If your items are valuable, fragile or sentimental, please check your home contents insurance (many include cover while moving) or arrange your own before the job.
- Workers must use reasonable care and skill and must hold public liability insurance (or be covered by any group policy we arrange via [INSURER]).
2. How to report damage
- Tell the crew on the spot if you notice something, and photograph it.
- Report it in the app (My Bookings → Report a problem) or email [EMAIL] within 48 hours of the job finishing, with:
- photos of the damage (and, if you have them, of the item before);
- a description of what happened;
- the item's age, approximate value and any receipts;
- repair quotes, if you have them.
- Keep the damaged item until the claim is settled (unless unsafe).
Late reports are much harder to investigate; we may decline claims reported after 7 days unless there's a good reason for the delay.
3. What happens next
- We acknowledge within 2 working days and ask the Workers for their account.
- We may ask for more photos or an inspection.
- If a Worker's negligence caused the damage, the claim is passed to the Worker's (or group) insurer, or settled by the Worker, with MoveMate coordinating. We aim to give you an outcome within 30 days.
- Settlement may be repair, a contribution to repair or replacement, or a payment, reflecting the item's value at the time (not "new for old").
4. Limits
- Total responsibility for a booking is capped at the price you paid for that booking, except where the law says liability can't be limited. [Solicitor to confirm whether a higher cap (e.g. £[X]) is required for fairness to consumers under the Consumer Rights Act 2015 — note that liability for failing to use reasonable care and skill cannot be excluded entirely.]
- We're not responsible for indirect or knock-on losses (missed work, hotel costs, missed completion dates, lost profits).
- Nothing here limits liability for death or personal injury caused by negligence, for fraud, or anything else the law doesn't allow us to limit. Your statutory rights are unaffected.
5. What isn't covered
- Damage that was already there, or wear and tear.
- Items that were poorly made, already weak, or flat-pack furniture moved while assembled (it often isn't built to be carried).
- Contents of boxes or bags you packed yourself, unless the outside was clearly damaged by the crew.
- Appliances you didn't disconnect, drain or defrost as asked, or mechanical/electrical faults not caused by the crew.
- Damage from moving an item along a route or through a gap you insisted on after the crew warned you it was risky (we'll ask you to confirm in the app).
- Items that don't fit and need dismantling — reassembly isn't included.
- Damage caused by you, your helpers, pets or third parties, or by items packed or loaded by someone else.
- Cash, jewellery, documents and other valuables you were asked to keep with you.
- Damage to the property (walls, floors, banisters, door frames) caused by normal, careful movement of an item that was too big for the space — please protect surfaces if you're worried.
- Anything in your vehicle while it's being driven — Workers never drive or transport goods.
- Prohibited items (see our Acceptable Use & Prohibited Items Policy).
6. Injuries
If anyone is hurt during a job, make sure they get help first, then tell us immediately. Workers must report any injury or near miss in the app the same day.
7. Damage caused by customers to Workers
If a Worker is injured or their belongings damaged because of hazards you didn't disclose or because of your negligence, you may be responsible under the law.
8. Fair dealing
We investigate every claim fairly and give both sides a chance to respond. Fraudulent or exaggerated claims will be rejected and may be reported.