Customer terms & conditions

These Terms & Conditions ("Terms") govern your use of the AnQ website, digital platform and related services ("Platform") operated by AnQ Movers Ltd ("AnQ", "we", "us" or "our").

By submitting an enquiry, requesting quotations, using the Platform or making a booking through AnQ, you agree to these Terms.

1. About AnQ

AnQ operates a digital relocation marketplace that connects customers with independent moving and relocation service providers ("Channel Partners").

AnQ provides technology and marketplace services that may include:

• collecting your moving requirements;
• matching your requirements with suitable Channel Partners;
• facilitating quotation requests;
• enabling comparison of quotations;
• facilitating bookings;
• processing the Deposit Payment;
• providing communication and digital tools;
• providing customer support; and
• assisting with issues relating to bookings made through the Platform.

Unless expressly stated otherwise, AnQ does not itself physically carry out the removal or relocation service.

2. Channel Partners

Channel Partners are independent businesses that provide moving and related services.

A Channel Partner may provide:

• domestic removals;
• commercial removals;
• packing;
• storage;
• transportation;
• specialist moving services; or
• other services described in its quotation.

The physical moving service is provided by the Channel Partner and not by AnQ, unless expressly stated otherwise.

3. AnQ's Role

AnQ acts as the technology and marketplace platform connecting customers and Channel Partners.

AnQ may:

• verify information and documentation supplied by Channel Partners;
• apply minimum Partner standards;
• monitor Partner performance;
• provide Partner ratings and performance information;
• facilitate communication;
• facilitate bookings and payments;
• assist with complaints; and
• help customers find an alternative Partner where a Partner cannot fulfil a confirmed booking.

Verification or inclusion on the Platform does not constitute a guarantee that a Channel Partner will perform every service satisfactorily.

4. Your Moving Enquiry

When requesting quotations, you must provide accurate information.

This may include:

• name;
• telephone number;
• email address;
• collection address;
• delivery address;
• moving date;
• property type;
• property size;
• floors;
• lift availability;
• inventory;
• packing requirements;
• storage requirements;
• access information;
• parking information;
• photographs or videos; and
• details of unusually large, heavy, fragile or valuable items.

The information you provide may be used by Channel Partners to prepare quotations.

5. Accuracy of Information

You are responsible for ensuring that information provided to AnQ and/or a Channel Partner is complete and accurate.

If the actual circumstances of the move materially differ from the information provided, the Channel Partner may need to revise the quotation or service arrangements.

Any material additional charge should be explained to you before the additional service is carried out wherever reasonably possible.

6. Quotations

Quotations are provided by Channel Partners.

A quotation may specify:

• total price;
• services included;
• services excluded;
• assumptions;
• moving date;
• arrival window;
• payment terms;
• quotation validity period; and
• additional conditions.

You should carefully review a quotation before accepting it.

Unless otherwise stated, AnQ does not determine the price quoted by a Channel Partner.

7. Choosing a Channel Partner

AnQ may provide information that helps you compare Channel Partners, including:

• quotation prices;
• reviews;
• ratings;
• experience;
• Partner status;
• services;
• availability; and
• other relevant information.

You remain responsible for selecting the Channel Partner you consider most suitable for your move.

The cheapest quotation may not necessarily be the most suitable.

8. Booking Confirmation

A booking becomes confirmed when the required booking process has been completed and AnQ and/or the relevant Channel Partner provides confirmation.

Your confirmation may include:

• Channel Partner details;
• agreed price;
• moving date;
• arrival window;
• services;
• Deposit Payment;
• balance payable to the Channel Partner; and
• applicable cancellation terms.

9. The Deposit Payment

When you confirm a booking through AnQ, you will normally be required to pay an amount equal to 25% of the Total Transaction Value.

This is referred to in these Terms as the "Deposit Payment".

The Deposit Payment represents AnQ's charge for the marketplace, booking and associated Platform services applicable to the transaction.

The remaining 75% of the Total Transaction Value is payable directly to the relevant Channel Partner in accordance with the Partner's payment terms.

The exact payment amounts applicable to your booking will be displayed before you confirm the transaction.

10. Payment Processing

Payments made through AnQ may be processed by a third-party payment provider.

AnQ may use payment service providers to process transactions securely.

You agree to provide accurate payment information and authorise the applicable payment provider to process the transaction.

The Deposit Payment may include the additional transaction charge. The additional charge will depend on the card you will be using. The additional charge will be shown separately at the time of booking.

11. Partner Balance

The balance of the Total Transaction Value is payable directly to the Channel Partner.

Unless otherwise stated in your booking confirmation, AnQ does not collect the Partner's balance on the Partner's behalf.

The Channel Partner is responsible for providing information regarding its payment requirements.

12. Cancellation by the Customer

We understand that moving plans can change.

Our standard cancellation policy is based on the time between cancellation and the scheduled moving date/time.

12.1 Cancellation more than 48 hours before the move

If you cancel more than 48 hours before the scheduled moving date/time, AnQ will ordinarily refund your Deposit Payment.

A deduction of 1.69% of the Deposit Payment will apply to cover the applicable payment transaction/processing cost.

The refund, if applicable, is payable in the same card or via bank transfer.

13. Cancellation within 48 hours

If you cancel within 48 hours of the scheduled moving date/time, the Deposit Payment will ordinarily be retained as the applicable cancellation charge.

This reflects the costs and commitments associated with a late cancellation, including the resources committed to the booking and the reduced opportunity to replace the booking.

14. Cancellation by the Channel Partner

If the Channel Partner cancels a confirmed booking, AnQ will refund 100% of the Deposit Payment to the customer without applying the standard 1.69% processing deduction.

AnQ will also, where reasonably possible:

• assist the customer in finding an alternative Channel Partner;
• help communicate the revised arrangements;
• provide alternative quotations where available; and
• assist the customer through the replacement booking process.

The customer's original booking price is not automatically guaranteed to remain available if a replacement Partner has different pricing.

15. Partner Failure to Attend

If a Channel Partner fails to attend for a confirmed booking, you should contact AnQ as soon as reasonably possible.

AnQ may:

• contact the Channel Partner;
• investigate the circumstances;
• assist in finding an alternative Partner;
• assist with any applicable refund; and
• review the Partner's performance.

Repeated failures by a Channel Partner may affect its AnQ Partner status.

16. Changes to Your Move

You should notify AnQ and/or the Channel Partner as soon as possible if there is a change to:

• moving date;
• collection address;
• delivery address;
• inventory;
• property size;
• access conditions;
• packing requirements;
• storage requirements; or
• any other material aspect of the move.

A material change may affect the quotation.

The Channel Partner should explain any resulting price adjustment before providing additional services wherever reasonably possible.

17. Moving Day

You should ensure that:

• the property is reasonably accessible;
• agreed parking/access arrangements are available;
• items are ready as agreed;
• relevant access restrictions have been disclosed;
• pets and children are kept away from moving operations; and
• any relevant hazards have been disclosed.

The Channel Partner should perform the agreed services with reasonable care and skill.

Consumer contracts for services include statutory protections concerning reasonable care and skill.

18. Delays

Moving services can sometimes be affected by circumstances beyond a Partner's reasonable control, including:

• traffic;
• severe weather;
• road closures;
• accidents;
• vehicle breakdown;
• parking problems;
• access restrictions; or
• other unforeseen circumstances.

The Channel Partner should notify you of significant delays as soon as reasonably practicable.

19. Damage or Loss

If your belongings are damaged or lost, you should notify the Channel Partner promptly.

You should provide:

• photographs;
• descriptions of the damage;
• relevant receipts or evidence where available; and
• other information reasonably required to investigate the claim.

The Channel Partner will generally be responsible for claims relating to services it provides, subject to its applicable terms, insurance and your legal rights.

AnQ may assist with communication and dispute resolution where appropriate.

20. Complaints

If you experience a problem with a Channel Partner, we encourage you to contact the Partner first where reasonably possible.

If the issue cannot be resolved, you can contact AnQ.

AnQ may:

• acknowledge the complaint;
• request information from you and the Partner;
• review booking and communication records;
• facilitate communication;
• request corrective action where appropriate; and
• assist the parties in reaching a resolution.

AnQ's complaints process does not remove any legal rights available to you.

21. AnQ Partner Standards

AnQ may require Channel Partners to meet certain standards relating to:

• business identity;
• insurance;
• documentation;
• customer service;
• response times;
• quotation standards;
• conduct;
• complaints; and
• service quality.

AnQ may suspend or remove Partners that fail to meet applicable requirements.

22. Customer Reviews

After a booking, AnQ may invite you to provide feedback.

Reviews should represent your genuine experience.

You must not:

• submit fraudulent reviews;
• impersonate another customer;
• manipulate ratings;
• threaten a Partner in exchange for a positive review; or
• knowingly publish false information.

AnQ may moderate content in accordance with its review and content policies.

23. Customer Responsibilities

You agree to:

• provide accurate information;
• communicate honestly;
• treat Partners and their staff respectfully;
• comply with reasonable safety requirements;
• use the Platform lawfully;
• pay agreed amounts when due; and
• notify AnQ or the Partner promptly of material changes.

24. Prohibited Use

You must not:

• submit fraudulent information;
• impersonate another person;
• manipulate the Platform;
• attempt unauthorised access;
• introduce malicious software;
• abuse AnQ staff or Partners;
• manipulate reviews;
• use the Platform for unlawful purposes; or
• interfere with another user's use of AnQ.

25. AnQ Technology and Platform

The Platform may include:

• quotation tools;
• customer accounts;
• messaging;
• inventory tools;
• booking tools;
• payment functionality;
• Partner information;
• reviews;
• notifications; and
• other digital services.

We will make reasonable efforts to maintain the Platform, but we cannot guarantee that it will always be available or completely free from technical errors.

26. Intellectual Property

All intellectual property relating to the AnQ Platform, including:

• AnQ branding;
• logos;
• software;
• website design;
• databases;
• written content;
• graphics; and
• other materials

belongs to or is licensed to AnQ and may not be copied or commercially exploited without permission.

27. Privacy

AnQ will process personal information in accordance with its Privacy Policy.

To provide the services you request, AnQ may share relevant information with Channel Partners.

This may include:

• name;
• contact information;
• addresses;
• moving requirements;
• inventory;
• photographs;
• booking information; and
• relevant communication.

28. AnQ's Relationship With Channel Partners

Channel Partners are independent businesses.

Unless expressly stated otherwise:

AnQ is not the employer, agent, franchisee or employee of the Channel Partner.

The Channel Partner remains responsible for its employees, subcontractors, vehicles, equipment, insurance, licences and delivery of the physical moving services it provides.

29. AnQ's Responsibilities

AnQ will use reasonable care in providing the Platform and services it has agreed to provide.

Depending on the service, AnQ may be responsible for:

• operating the Platform;
• facilitating enquiries;
• facilitating quotations;
• facilitating bookings;
• processing the Deposit Payment;
• providing customer support;
• maintaining Partner standards; and
• assisting customers where a Partner fails to fulfil a booking.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

30. Liability

AnQ does not seek to exclude or restrict any liability or consumer right that cannot legally be excluded or restricted.

Where the physical moving service is supplied by an independent Channel Partner, the Partner remains responsible for the performance of that service.

Nothing in these Terms affects your statutory rights.

31. Exceptional Circumstances

Neither AnQ nor a Channel Partner will necessarily be responsible for circumstances genuinely outside reasonable control.

However, where such circumstances materially affect a booking, the relevant party should communicate the situation promptly and appropriate cancellation/refund rights will apply where required by law.

32. Suspension or Termination

AnQ may suspend or restrict access to the Platform where reasonably necessary because of:

• fraud;
• abuse;
• security concerns;
• unlawful activity;
• serious misuse;
• non-payment; or
• material breach of these Terms.

Where appropriate, AnQ will provide information regarding the reason for the action.

33. Changes to These Terms

AnQ may update these Terms to reflect:

• changes to the Platform;
• new services;
• changes in law;
• operational improvements; or
• changes to the AnQ business model.

Material changes will be communicated where required.

34. Governing Law

These Terms are intended for customers using AnQ in the United Kingdom.

These Terms are governed by the law of Scotland, and you can bring legal proceedings in respect of them in the Scottish courts. If you live in England or Wales, you can also bring proceedings in the courts of England and Wales. If you live in Northern Ireland, you can also bring proceedings in the courts of Northern Ireland.

Nothing in this section removes any mandatory consumer protection that applies to you under the law of the part of the United Kingdom where you live.

35. Contact AnQ

36. Statutory Rights

Nothing in these Terms is intended to remove or restrict your statutory consumer rights.

Where applicable, services supplied to consumers must comply with the protections provided by UK consumer legislation, including requirements relating to reasonable care and skill and conformity with what was agreed.