Terms & Conditions

ePenny Customer Terms & Conditions

Version 2.0 

Effective Date: 29/06/2026

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1. ABOUT THESE TERMS

These Customer Terms & Conditions (“Terms”) govern all bookings made through the ePenny platform for removal, storage, packing and related services.

By obtaining a quotation, placing a booking, making a payment or allowing Removal Services to commence, you confirm that you have read, understood and agree to these Terms.

Nothing in these Terms excludes or limits any rights that you have under applicable consumer law.

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2. ABOUT EPENNY

ePenny is a removals platform operating throughout the United Kingdom.

Depending upon the booking selected, Removal Services may be provided either:

a. Direct Services

Removal Services provided directly by ePenny Logistics using employed drivers operating company-owned vehicles.

or

b. Owner Driver Services

Removal Services provided by an independent Owner Driver operating their own business.

The Booking Confirmation will clearly identify the Service Provider responsible for carrying out the Removal Services.

Where an independent Owner Driver is identified, ePenny acts as the booking and payment agent unless expressly stated otherwise in writing.

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3. DEFINITIONS

In these Terms:

Booking means the confirmed reservation made through ePenny.

Booking Confirmation means the written confirmation issued by ePenny after a booking has been accepted.

Business Day means Monday to Friday excluding public holidays in England and Wales.

Chargeable Time means the period beginning when the allocated vehicle arrives at the collection address and ending when the final booked item has been unloaded at the delivery address.

Customer means the person or organisation making the Booking.

Driver means either:

• an employed ePenny driver; or
• an independent Owner Driver.

Goods means every item transported under the Booking.

Owner Driver means an independent self-employed individual or company providing Removal Services through the ePenny platform.

Removal Services means any removal, transportation, storage, packing, dismantling or related services booked through ePenny.

Service Provider means either ePenny Logistics or the independent Owner Driver identified within the Booking Confirmation.

Vehicle means the removal vehicle allocated to the Booking.

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4. CONTRACT FORMATION

4.1 All quotations are invitations to book and do not constitute legally binding offers.

4.2 A Booking becomes binding when:

• payment has been successfully processed; and
• a Booking Confirmation has been issued.

4.3 ePenny reserves the right to refuse or cancel a Booking before the Removal Services commence where:

• the information supplied is materially inaccurate;
• the move cannot be completed safely;
• no suitable Driver or Vehicle is available;
• payment has not been successfully received;
• fraudulent activity is reasonably suspected.

Where appropriate, ePenny will offer an alternative Service Provider, an alternative date or a refund.

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5. WHO YOUR CONTRACT IS WITH

Where the Booking Confirmation identifies ePenny Logistics as the Service Provider:

• your contract for the Removal Services is with ePenny.

Where the Booking Confirmation identifies an Owner Driver:

• your contract for the Removal Services is with that Owner Driver.

Where ePenny acts as booking and payment agent, ePenny is responsible for:

• operating the booking platform;
• processing payments received by ePenny;
• coordinating communications where appropriate.

ePenny is not responsible for the operational performance of an independent Owner Driver except where required by law or where ePenny has separately accepted responsibility in writing.

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6. CUSTOMER INFORMATION

The Customer warrants that all information supplied during booking is complete, accurate and up to date.

This includes, where applicable:

• collection address;
• delivery address;
• collection floor;
• delivery floor;
• lift availability;
• access restrictions;
• preferred arrival time;
• dismantling requirements;
• any special handling requirements.

If the information supplied is inaccurate or incomplete, the Service Provider may:

• revise the quotation;
• substitute a different vehicle;
• allocate additional operatives;
• reschedule the Booking;
• refuse to move goods that cannot be transported safely.

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7. QUOTATIONS

Quotations are based solely upon the information supplied by the Customer.

Unless specifically stated otherwise, quotations assume:

• reasonable vehicle access;
• legal parking;
• safe loading and unloading conditions;
• unrestricted access;
• no undisclosed flights of stairs;
• no unusually heavy or specialist items.

If these assumptions prove incorrect, additional charges or revised arrangements may be required.

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8. PAYMENT

Customers may choose either:

• to pay the full booking amount through ePenny; or
• to pay a deposit through ePenny with the remaining balance payable to the Service Provider on completion where applicable.

Where ePenny collects the full amount, ePenny will issue a receipt for the payment received.

Where the remaining balance is paid directly to an Owner Driver, that Owner Driver is responsible for issuing a receipt for the balance collected.

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9. CANCELLATIONS AND REFUNDS

Unless otherwise agreed in writing:

More than 24 hours before the scheduled arrival time

The Customer is entitled to a full refund of sums paid to ePenny.

Less than 24 hours before the scheduled arrival time

The Customer will normally receive a 50% refund of payments made to ePenny.

Less than 90 minutes before the scheduled arrival time or after the Driver has been dispatched

No refund will normally be payable for payments made to ePenny, except where required by applicable law.

Where ePenny is unable to fulfil the Booking, ePenny may, at its discretion:

• allocate an alternative Driver;
• allocate an alternative Vehicle;
• offer an alternative date; or
• issue a full or partial refund as appropriate.

Where a Customer books online, any statutory cancellation rights that apply under consumer legislation remain unaffected. If the Customer requests that services begin during any applicable cooling-off period, the Customer acknowledges that cancellation rights may be reduced or lost once the service has begun, to the extent permitted by law.

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10. CUSTOMER RESPONSIBILITIES

The Customer agrees to:

• provide accurate information;
• ensure safe and lawful access;
• supervise children;
• secure pets;
• ensure somebody aged 18 years or over is present at collection and delivery;
• keep all valuables, passports, cash and important documents with them at all times;
• ensure prohibited items are not included in the Goods.

Failure to comply may result in delays, additional charges or cancellation of the Removal Services where reasonably necessary.

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11. REASONABLE CARE AND SKILL

Where Removal Services are carried out directly by ePenny, ePenny will perform those services with reasonable care and skill.

Nothing in these Terms limits any statutory rights that Customers have in relation to services provided directly by ePenny.

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12. DRIVER AND VEHICLE SUBSTITUTION

Operational circumstances occasionally require changes.

ePenny may substitute:

• another employed driver;
• another approved Owner Driver;
• another suitably qualified removal company;
• an equivalent or larger vehicle.

Such substitutions shall not constitute cancellation of the Booking provided the replacement is reasonably suitable for the booked services.

13. ACCESS TO THE PROPERTY

13.1 The Customer is responsible for ensuring that reasonable access is available at both the collection and delivery addresses.

13.2 The Customer must disclose before booking any circumstance that may affect the completion of the Removal Services, including but not limited to:

• flights of stairs;
• split-level properties;
• basement access;
• loft access;
• restricted loading areas;
• pedestrianised streets;
• narrow roads;
• height restrictions;
• weight restrictions;
• long carrying distances;
• building management requirements;
• timed access restrictions;
• permits or booking systems.

13.3 If access differs materially from the information supplied during booking, the Service Provider may:

• revise the quotation;
• charge additional fees;
• allocate additional operatives;
• substitute a more suitable vehicle;
• delay the move;
• reschedule the Booking;
• refuse to carry out any unsafe work.

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14. PARKING

14.1 The Customer is responsible for ensuring that lawful parking is available as close as reasonably possible to both the collection and delivery addresses.

14.2 Where parking permits, visitor permits or loading permissions are required, these remain the Customer’s responsibility unless otherwise agreed.

14.3 The Customer remains responsible for:

• parking charges;
• ferry charges;
• toll charges;
• any permit costs.

14.4 ePenny will not knowingly park illegally.

Where lawful parking is unavailable, additional time incurred may remain chargeable.

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15. STAIRS AND LIFTS

15.1 Customers must accurately disclose:

• floor levels;
• lift availability;
• whether lifts are passenger or goods lifts;
• any lift restrictions.

15.2 If a lift becomes unavailable before or during the move, the Service Provider may:

• continue using stair access where reasonably safe;
• apply stair charges;
• allocate additional staff;
• rearrange the Booking.

15.3 Stair charges are charged per operative per flight in accordance with the applicable pricing.

15.4 The Service Provider may refuse any move where manual handling presents an unacceptable health and safety risk.

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16. VEHICLE SIZE AND PAYLOAD

16.1 Vehicles are allocated according to the information supplied during booking.

16.2 Customers remain responsible for ensuring that the booked vehicle is suitable for the volume of Goods.

16.3 If additional capacity is required, ePenny may:

• upgrade the vehicle;
• substitute an alternative vehicle;
• charge the applicable price difference;
• reschedule the move.

16.4 No vehicle shall be operated above its legal payload.

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17. ADDITIONAL ITEMS

17.1 Additional Goods may be accepted where:

• sufficient space exists;
• the legal payload is not exceeded;
• health and safety requirements permit.

17.2 Additional charges may apply where additional Goods require:

• a larger vehicle;
• additional staff;
• specialist equipment;
• additional journeys;
• additional time.

17.3 ePenny is under no obligation to transport undeclared Goods that cannot reasonably be accommodated.

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18. CHARGEABLE TIME

18.1 Chargeable Time begins immediately upon the arrival of the allocated vehicle at the collection address.

18.2 Chargeable Time ends once the final booked item has been unloaded at the agreed delivery address.

18.3 Unless expressly agreed otherwise, Chargeable Time includes delays caused by:

• waiting for keys;
• delayed completion;
• waiting for property access;
• Customer packing;
• Customer absence;
• building management delays;
• waiting for lifts;
• delays caused by third parties.

18.4 Hourly rates vary according to:

• vehicle size;
• number of operatives;
• service type;
• booking period.

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19. CHANGES TO BOOKINGS

19.1 Customers may request changes to:

• collection addresses;
• delivery addresses;
• dates;
• arrival times;
• inventory;
• access information.

19.2 Acceptance of any requested change is entirely at ePenny’s discretion.

19.3 Changes may result in:

• revised pricing;
• revised arrival times;
• Driver substitution;
• Vehicle substitution;
• additional charges;
• rescheduling.

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20. CHANGE OF ADDRESS

20.1 If the Customer changes either the collection or delivery address after the Booking has been confirmed:

• the quotation may be recalculated;
• additional mileage charges may apply;
• additional time charges may apply;
• a different Driver or Vehicle may be allocated.

20.2 ePenny reserves the right to refuse significant changes where operationally impracticable.

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21. CUSTOMER PACKING

21.1 Customers packing their own Goods remain responsible for ensuring that items are adequately packed.

21.2 ePenny cannot verify:

• packing quality;
• internal condition;
• contents of sealed boxes.

21.3 Unless damage results from negligent handling, ePenny accepts no responsibility for damage to the contents of Customer-packed boxes.

21.4 Customers should ensure fragile items are clearly identified.

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22. EPENNY PACKING SERVICE

22.1 Where packing has been booked, ePenny shall use reasonable care and skill.

22.2 Only Goods packed by ePenny are covered by the packing service.

22.3 Packing materials remain chargeable unless otherwise agreed.

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23. DISMANTLING AND REASSEMBLY

23.1 Standard dismantling is included only where stated within the Booking.

23.2 ePenny will only reassemble furniture dismantled by its own team during the same Booking.

23.3 ePenny accepts no responsibility for deterioration caused by previous repairs, manufacturing defects or repeated dismantling of flat-pack furniture except where required by law.

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24. APPLIANCES

24.1 Washing machines and dishwashers may be disconnected where agreed.

24.2 Customers remain responsible for ensuring that:

• gas appliances;
• electric cookers;
• permanently connected electrical appliances

have been safely disconnected before arrival.

24.3 Unless specifically agreed, ePenny does not reconnect appliances following delivery.

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25. WALL MOUNTED ITEMS

Unless expressly agreed before the Booking, ePenny does not remove or install:

• televisions;
• mirrors;
• shelving;
• curtain poles;
• cabinets;
• artwork;
• any fixture attached to the property.

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26. SPECIAL ITEMS

The following items require prior approval:

• American fridge freezers;
• gym equipment;
• hot tubs;
• sheds;
• trampolines;
• unusually large plants.

The following items will not normally be transported:

• pianos;
• safes;
• trees.

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27. STORAGE

Where Goods are placed into storage:

• separate Storage Terms may apply;
• storage charges shall apply;
• additional delivery charges may apply;
• Goods may be retained until outstanding charges have been paid.

Where a move cannot reasonably be completed on the booked day, ePenny may place the Goods into temporary storage where necessary.

The Customer remains responsible for all resulting costs.

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28. CUSTOMER CONDUCT

The Service Provider may suspend or terminate the Removal Services immediately where any person present:

• behaves abusively;
• threatens staff;
• commits violence;
• appears intoxicated;
• requests unlawful activity;
• creates an unsafe working environment.

Where work is suspended for these reasons, charges may continue to apply and refunds will only be provided where required by law.

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29. CHILDREN, PETS AND SMOKING

Customers remain responsible for supervising:

• children;
• visitors;
• pets.

Pets should be secured away from loading areas.

Drivers may refuse to work inside premises where smoking or vaping is taking place if this creates an unsafe or unsuitable working environment.

ePenny does not transport live animals.

30. PROHIBITED GOODS

30.1 The Customer must not include any of the following Goods within a Booking unless expressly agreed by ePenny in writing:

• firearms;
• ammunition;
• explosives;
• fireworks;
• petrol;
• diesel;
• gas cylinders;
• illegal drugs;
• hazardous chemicals;
• asbestos;
• clinical waste;
• toxic substances;
• corrosive materials;
• radioactive materials;
• stolen property;
• any Goods whose possession or transport is unlawful.

30.2 If prohibited Goods are discovered before or during the move, ePenny or the Service Provider may:

• refuse to transport the Goods;
• suspend the Removal Services;
• terminate the Booking;
• notify the appropriate authorities where required by law.

30.3 The Customer shall remain responsible for any costs arising from the inclusion of prohibited Goods.

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31. HIGH VALUE GOODS

31.1 The Customer must declare before the Booking any individual item with a replacement value exceeding £500.

31.2 High Value Goods include, but are not limited to:

• jewellery;
• watches;
• artwork;
• antiques;
• designer handbags;
• collectibles;
• musical instruments;
• specialist electronics;
• cameras;
• valuable sporting equipment.

31.3 Where High Value Goods are not declared before the move, any compensation may be limited to the extent permitted by law and subject to the applicable insurance policy.

31.4 ePenny may refuse to transport exceptionally valuable items unless separate written arrangements have been agreed.

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32. GOODS WHICH SHOULD REMAIN WITH THE CUSTOMER

Customers should personally retain possession of:

• cash;
• passports;
• birth certificates;
• wills;
• deeds;
• legal documents;
• jewellery;
• precious metals;
• cryptocurrency hardware wallets;
• sentimental items that cannot be replaced.

ePenny accepts no responsibility for such items if they are packed into removal vehicles contrary to this recommendation, except where liability cannot lawfully be excluded.

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33. EXISTING DAMAGE

33.1 ePenny is not responsible for deterioration arising from:

• existing scratches;
• dents;
• chips;
• worn finishes;
• weakened joints;
• previous repairs;
• manufacturing defects;
• age-related deterioration.

33.2 Drivers may inspect Goods before loading.

33.3 Drivers may record existing damage by written notes, photographs or video recordings.

Those records may be relied upon in any subsequent dispute.

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34. CUSTOMER-PACKED GOODS

34.1 Where Goods have been packed by the Customer:

ePenny cannot verify:

• packing quality;
• internal condition;
• the identity of the contents.

34.2 Unless damage is caused by negligent handling during transportation, ePenny shall not be responsible for damage to the contents of Customer-packed boxes.

34.3 Where compensation is payable, the amount shall be determined by:

• the declared value of the Goods (if any);
• the applicable insurance arrangements;
• the liability limits contained within these Terms;
• any written agreement between the parties.

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35. ELECTRICAL GOODS

35.1 Electrical and electronic equipment should, wherever reasonably possible, be tested immediately before loading.

35.2 Unless functionality has been verified before loading and immediately following delivery, ePenny cannot verify whether faults arose before, during or after transportation.

35.3 Except where damage results from negligent handling, ePenny shall not be responsible for faults first discovered following delivery.

This includes:

• televisions;
• computers;
• monitors;
• printers;
• networking equipment;
• audio systems;
• gaming equipment;
• kitchen appliances.

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36. FLAT-PACK FURNITURE

36.1 Flat-pack furniture naturally weakens through repeated dismantling and reassembly.

36.2 Except where caused by negligent handling, ePenny accepts no responsibility for:

• loose joints;
• broken fittings;
• stripped fixings;
• instability resulting from repeated assembly.

36.3 Customers should advise ePenny if any furniture has previously been repaired.

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37. DAMAGE CLAIMS

37.1 Customers should inspect their Goods immediately following delivery.

37.2 Any claim for:

• damage;
• loss;
• incorrect delivery;
• missing Goods;

should normally be submitted in writing within 24 hours of completion.

37.3 Claims made after this period may still be considered; however, ePenny reserves the right to reject late claims where the delay has materially prejudiced its ability to investigate.

37.4 Every claim should include:

• Booking reference;
• photographs;
• description of the alleged damage;
• estimated value;
• supporting evidence.

37.5 Customers must not dispose of or repair damaged Goods until ePenny has had a reasonable opportunity to inspect them, unless immediate repair is reasonably necessary to prevent further damage.

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38. INVESTIGATION OF CLAIMS

38.1 ePenny may investigate claims by reviewing:

• Driver statements;
• Booking records;
• photographs;
• video recordings;
• GPS records;
• payment records;
• communications;
• inspection reports.

38.2 ePenny may request further information where reasonably necessary.

38.3 Customers agree to cooperate with any reasonable investigation.

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39. INSURANCE

ePenny Services

Where Removal Services are provided directly by ePenny:

ePenny maintains appropriate business insurance including:

• Public Liability Insurance;
• Employers’ Liability Insurance;
• Goods in Transit Insurance.

Insurance cover is subject to:

• insurer approval;
• policy wording;
• exclusions;
• excesses;
• applicable limits.

Owner Driver Services

Every Owner Driver is required to maintain:

• Goods in Transit Insurance;
• Public Liability Insurance.

Insurance documentation must be supplied to ePenny before operating through the platform and may be reviewed periodically.

Failure to maintain valid insurance may result in suspension or permanent removal from the platform.

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40. OWNER DRIVER BOOKINGS

40.1 Where the Booking Confirmation identifies an Owner Driver as the Service Provider:

the Owner Driver is responsible for:

• carrying out the Removal Services;
• employing their own staff;
• maintaining their own insurance;
• complying with applicable laws;
• responding to operational complaints relating to their services.

40.2 ePenny may assist Customers by facilitating communication with the Owner Driver but does not thereby assume responsibility for the operational performance of that Owner Driver unless expressly agreed in writing.

40.3 Nothing in this clause limits any statutory rights the Customer may have against ePenny where such rights arise under applicable law.

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41. LIMITATION OF LIABILITY

41.1 Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any liability which cannot lawfully be excluded or restricted.

41.2 Subject to clause 41.1, any liability arising from the Removal Services shall be limited to the lower of:

• the applicable insurance proceeds actually recoverable;
• any agreed declared value accepted before the move;
• the price paid by the Customer for the relevant Removal Services,

except where a higher level of liability has been expressly agreed in writing.

41.3 ePenny shall not be liable for indirect or consequential losses, including:

• loss of profit;
• loss of business opportunity;
• loss of earnings;
• business interruption;
• emotional distress;
• inconvenience,

except where such exclusion is prohibited by law.

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42. FRAUDULENT CLAIMS

42.1 ePenny reserves the right to investigate any claim where fraud or dishonesty is reasonably suspected.

42.2 Evidence considered may include:

• photographs;
• GPS records;
• Driver statements;
• communications;
• payment records;
• CCTV where lawfully available.

42.3 Knowingly submitting false or misleading information may result in rejection of the claim and referral to insurers or the relevant authorities where appropriate.

This clause does not affect a Customer’s right to pursue a genuine claim.

43. DELIVERY

43.1 Delivery is complete when the booked Goods have been unloaded at the agreed delivery address.

43.2 Where the Customer has authorised another adult to accept delivery on their behalf, delivery shall be treated as completed once the Goods have been handed to that authorised person.

43.3 An authorised recipient may include:

• spouse or partner;
• family member;
• friend;
• neighbour;
• estate agent;
• landlord;
• tenant;
• other person nominated by the Customer.

43.4 ePenny may request reasonable evidence that a person has authority to accept delivery.

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44. FAILED DELIVERY

44.1 Where delivery cannot reasonably be completed because:

• keys are unavailable;
• access is refused;
• completion is delayed;
• the Customer cannot be contacted;
• another party prevents access,

the Service Provider may:

• continue waiting;
• continue charging Chargeable Time;
• return the Goods to temporary storage;
• rearrange delivery;
• charge additional delivery costs;
• charge storage costs reasonably incurred.

44.2 ePenny shall take reasonable care of the Goods while awaiting further instructions.

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45. STORAGE

45.1 Where Goods are placed into storage:

• storage charges apply;
• separate Storage Terms may apply;
• redelivery charges may apply.

45.2 Storage charges continue until the Goods are collected or delivered.

45.3 Customers must ensure all storage charges are paid in accordance with the applicable invoice.

45.4 Where the Customer fails to arrange collection or delivery within a reasonable period after being requested to do so, ePenny reserves the right to take any lawful steps available to recover unpaid charges or deal with uncollected Goods in accordance with applicable law.

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46. FORCE MAJEURE

46.1 Neither ePenny nor the Service Provider shall be liable for delays caused by events beyond reasonable control.

These include:

• severe weather;
• flooding;
• snow;
• road closures;
• accidents;
• vehicle breakdown;
• strikes;
• civil disorder;
• war;
• terrorism;
• pandemics;
• government restrictions;
• utility failures.

46.2 Where reasonably practicable, ePenny will:

• keep Customers informed;
• offer an alternative date;
• allocate another Driver or Vehicle where possible.

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47. PHOTOGRAPHS AND VIDEO RECORDINGS

47.1 Drivers may take photographs or video recordings:

• before loading;
• during loading;
• during transportation;
• during unloading;
• following delivery.

47.2 Such recordings may include:

• existing damage;
• property access;
• parking arrangements;
• furniture condition;
• inventories.

47.3 Recordings may be used:

• to investigate complaints;
• to resolve disputes;
• for insurance purposes;
• for fraud prevention.

47.4 Images containing personal information will be handled in accordance with ePenny’s Privacy Policy.

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48. GPS, TELEMATICS AND OPERATIONAL RECORDS

48.1 Vehicles may use GPS, telematics or operational monitoring systems.

48.2 Operational records may include:

• arrival times;
• departure times;
• route history;
• attendance duration;
• mileage.

48.3 Such records may be relied upon when investigating complaints or resolving disputes.

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49. ELECTRONIC COMMUNICATIONS

49.1 The Customer agrees that communications relating to a Booking may be sent by:

• email;
• SMS;
• WhatsApp;
• telephone;
• website notifications.

49.2 Booking confirmations, payment confirmations, quotations and amendments may be provided electronically.

49.3 Electronic communications may be relied upon as evidence of the Booking where permitted by law.

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50. DATA PROTECTION

50.1 Personal information is processed in accordance with ePenny’s Privacy Policy.

50.2 Customer information may be shared where reasonably necessary with:

• Service Providers;
• Owner Drivers;
• insurers;
• storage providers;
• payment processors;
• regulatory authorities;
• professional advisers.

50.3 Information will only be shared for legitimate purposes connected with the Booking or where required by law.

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51. COMPLAINTS

51.1 Customers wishing to make a complaint should contact ePenny as soon as reasonably possible.

51.2 Complaints should include:

• Booking reference;
• Customer details;
• description of the issue;
• photographs where appropriate;
• supporting documents.

51.3 ePenny will acknowledge complaints within a reasonable time and investigate them fairly.

51.4 Where the Booking was completed by an Owner Driver, ePenny may refer operational complaints to that Owner Driver whilst continuing to assist where appropriate.

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52. CHANGES TO THESE TERMS

52.1 ePenny may amend these Terms from time to time.

52.2 The version published and accepted at the time the Booking is confirmed shall apply to that Booking unless otherwise required by law.

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53. ENTIRE AGREEMENT

These Terms, together with:

• the Booking Confirmation;
• the quotation;
• any written amendment agreed by ePenny,

constitute the entire agreement relating to the Booking.

No verbal statement shall vary these Terms unless confirmed in writing.

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54. ORDER OF PRECEDENCE

Where there is any inconsistency between documents, they shall apply in the following order:

1. Written special agreement.
2. Booking Confirmation.
3. Quotation.
4. These Terms.
5. Website content.

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55. NO WAIVER

Failure by ePenny to enforce any provision shall not constitute a waiver of that provision or any other provision.

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56. SEVERABILITY

If any provision of these Terms is found by a court to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

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57. ASSIGNMENT

57.1 Customers may not assign or transfer their Booking without ePenny’s prior written consent.

57.2 ePenny may assign or subcontract obligations to suitably qualified persons or organisations where reasonably necessary to fulfil the Booking.

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58. GOVERNING LAW

These Terms shall be governed by and interpreted in accordance with the laws of England and Wales.

The courts of England and Wales shall have jurisdiction over disputes arising from these Terms, without affecting any mandatory consumer rights to bring proceedings elsewhere where applicable.

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59. CONTACT DETAILS

Questions regarding these Terms should be directed to ePenny using the contact details published on the ePenny website.

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SCHEDULE A – CUSTOMER CHECKLIST

Before your move please ensure:

✓ Addresses are correct.

✓ Access information is accurate.

✓ Lift availability has been confirmed.

✓ Parking arrangements have been considered.

✓ High-value Goods have been declared.

✓ Gas appliances have been disconnected.

✓ Valuable documents have been removed.

✓ Children and pets are supervised.

✓ Prohibited Goods have not been packed.

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SCHEDULE B – PROHIBITED GOODS

Unless expressly agreed in writing, ePenny will not transport:

• firearms;
• ammunition;
• explosives;
• fireworks;
• petrol;
• diesel;
• gas cylinders;
• illegal drugs;
• hazardous chemicals;
• asbestos;
• clinical waste;
• radioactive materials;
• stolen property;
• unlawful Goods.

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SCHEDULE C – DIRECT SERVICES AND OWNER DRIVER SERVICES

Direct Services

Where the Booking Confirmation identifies ePenny Logistics as the Service Provider, the Removal Services are provided directly by ePenny using employed drivers operating company-owned vehicles.

Owner Driver Services

Where the Booking Confirmation identifies an independent Owner Driver as the Service Provider, the Removal Services are carried out by that Owner Driver. ePenny’s role is to facilitate the Booking, coordinate communications where appropriate and process payments received by ePenny.

The Booking Confirmation will identify the Service Provider for every Booking.

End of Terms