Terms & conditions

1. Who we are

eMoval is a trading name of Safasites Ltd, a company registered in England and Wales. Company registration number: 17203896. Registered office: 20 Wenlock Road, London, N1 7GU. You can contact us any time at support@safasites.com.

2. What we do, and what we don't

eMoval is a platform. We connect customers who need vehicle recovery or house and item removals with self-employed, independent drivers who provide that service.

The drivers are not our employees or agents. They run their own businesses, use their own vehicles, and carry their own insurance. We do not perform the physical recovery or removal ourselves, and we do not own or operate the vehicles. Our role is to operate the app, take and hold payment, and help the two of you connect.

3. Your account

To use the app you must be at least 18 years old and able to enter into a contract. You agree to give accurate information about yourself and your job, to keep your login details private, and to verify your phone number when asked. You are responsible for activity that happens under your account.

4. Booking a job

When you request a job, drivers can send you offers with a price. When you accept an offer, a binding booking is created between you and that driver for the work described. Please make sure the job details (addresses, vehicle or item information, access, and timing) are accurate, as the driver relies on them.

5. Price and payment

The price you agree when you accept an offer is the full price for the job. When you accept, that full amount is charged straight away to your chosen payment method (debit or credit card, or Google Pay) through our payment processor, Stripe. We never see or store your full card number.

We hold your payment securely until the job is completed, and then release it. There is nothing extra to pay the driver on site. A small, non-refundable booking fee is added to the price at checkout; you will see it itemised before you pay. After a completed job you may choose to add an optional tip for your driver; tips are always your choice.

6. Cancellations and refunds

You can cancel a job from the app, and you will always see the exact refund amount before you confirm; there are no surprises. How much is refunded depends on how far the job has progressed when you cancel:

• More than 24 hours before the planned pickup (or, for an instant job, before a driver is on the way), you get a full refund of the job price; only the small booking fee is kept.
• Within 24 hours of pickup, but before the driver has set off, the driver keeps the reserved-slot deposit for holding your slot and the rest is refunded.
• Once the driver is on the way, has arrived, or pickup is close, a share of the price is paid to the driver for their time, fuel and the held slot, and the remainder is refunded.
• Once the move is underway (your items are being loaded or are in transit), the job is not refundable, as the driver is carrying out the work.

If a driver cancels on you or fails to show up, you receive a full refund of everything you paid, including the booking fee, automatically. Full details of how refunds are calculated are in our Refund & Cancellation Policy, which forms part of these terms.

7. Your responsibilities

You agree to:

• give accurate and lawful job details, and only ask for the transport of lawful goods or vehicles you are entitled to move;
• be available and provide reasonable access so the driver can carry out the job;
• treat drivers with respect; and
• not use the app to harass, defraud, or behave abusively.

Abusive behaviour, fraud, or repeated misuse may lead to your account being suspended or closed.

8. The driver and the work

The contract for the actual recovery or removal work is between you and the driver. The driver is responsible for carrying out the work with reasonable care and skill and for holding the insurance needed for it. If something goes wrong with the work itself, we will help where we can (including through our dispute process), but the driver, not eMoval, is the provider of that service.

9. Safety

For your safety the app includes features such as an SOS alert, live location sharing during an active job, and the ability to record condition photos. Please use these features honestly. Live location is only shared while a job is active and stops when the job ends (see our Privacy Policy).

10. Ratings and disputes

After a job you can leave a rating and review, which must be fair and honest. If you have a problem with a job, please contact support through the app first so we can try to resolve it. We may mediate disputes between customers and drivers, but we are not obliged to take sides and our decision on platform matters (such as refunds within our policy) is final.

11. Our responsibility to you

Because we are a platform and not the provider of the recovery or removal work, our liability to you in connection with a job is limited to the amount you paid through the platform for that job.

Nothing in these terms limits or excludes anything that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence, or for fraud. These terms do not affect your statutory rights as a consumer, including under the Consumer Rights Act 2015.

12. Suspending or closing accounts

We may suspend or close your account if you break these terms, misuse the app, or for legal or safety reasons. You can close your account at any time from Settings. Closing your account does not affect jobs already completed or payments already due.

13. Your data

We handle your personal information as described in our Privacy Policy, which explains what we collect, why, who we share it with, and your rights. Please read it alongside these terms.

14. Changes to these terms

We may update these terms from time to time (for example, if the law or the way the service works changes). When we make a significant change we will ask you to accept the new version in the app before you continue. Continuing to use the app after a change means you accept the updated terms.

15. Governing law

These terms are governed by the law of England and Wales, and any disputes will be subject to the courts of England and Wales. If you live elsewhere in the UK, you may have the right to bring a claim in your local courts.

Questions about these terms? Email us at support@safasites.com.