Managed Landlord Terms of Business

Preamble

We like to keep things simple, but some rules are essential to protect you, your tenants, and us. These terms set out how we work together, what you can expect from us, and what we need from you to keep your property compliant, safe, and well‑managed.

We’ve avoided heavy legal jargon wherever possible. When the law requires specific wording, we use it so both sides are covered. If anything here isn’t clear, ask us, we’ll explain in plain English.

You agree to follow these terms and the laws that apply to renting in the UK. In return, we’ll act fairly, communicate promptly, and manage your property with care and professionalism.

Ownership & Authority

You confirm that you have full authority to enter into a management agreement with Moove for the property and to grant and sign tenancy agreements on lawful terms.

Where more than one owner, or company is involved, you will provide a single named contact who has authority to instruct Moove and approve decisions on behalf of all owners.

You must provide the current residential address of each individual landlord, and where the landlord is a company, the current residential address of each director, for lawful service of documents in compliance with the Landlord and Tenant Act 1987. You agree to keep these addresses up to date and to notify Moove promptly of any changes.

You warrant that any required third‑party consents have been obtained, including consent from any mortgagee or freeholder, and that you will comply with all applicable lease covenants and restrictions (for example, prohibitions on letting, subletting, or short‑lets, minimum tenancy lengths, and use classes).

You agree to promptly inform Moove of any change to ownership, authority, consents, or lease restrictions and to provide evidence on request.

Proof of ID

To comply with anti‑money laundering and fraud prevention requirements, you agree to complete our identity verification process before we provide services.

You consent to Moove conducting electronic ID and verification checks (and any necessary follow‑up requests for documents) and to us securely storing verification outcomes in line with our data protection policies.

If you are unable to complete the electronic ID check, you will provide a certified copy of a valid government‑issued photo ID (certified by a solicitor, notary public, or other acceptable certifier) and any additional documents we reasonably require to verify your identity and ownership.

Electronic Agreement

You agree that executing this agreement electronically (including via e‑signature platform or email confirmation) creates a binding contract with the same legal effect as a handwritten signature.

If you instruct Moove to commence services (for example, by confirming a listing, authorising marketing, or directing us to engage with tenants), you warrant your acceptance of these Terms and authorise us to act, even if the formal signature process is not yet completed.

Property Safety & Compliance

As the landlord, you are ultimately responsible for ensuring the property meets all applicable safety and compliance requirements at all times.

As part of our managed service, Moove will monitor key renewal dates, diarise actions, and, where you instruct us or where necessary to maintain legal compliance, arrange inspections, tests, and remedial works at your cost using competent contractors. Moove acts as an arranging agent and does not itself certify compliance.

Each property must meet the minimum safety requirements as below:

• A valid Gas Safety Certificate (CP12) must be in place before any tenancy starts and renewals must be arranged annually by a Gas Safe registered engineer or as required by law.
• A valid Electrical Installation Condition Report must be obtained and renewed at intervals not exceeding five years (or as specified in the report) and where required remediate any “unsatisfactory” findings within statutory timeframes.
• Smoke & CO Alarms need to be installed and maintained on each habitable floor and carbon monoxide alarms in rooms with solid fuel or fuel‑burning appliances. These must be tested prior to each tenancy.
• Where risk exists, legionella must be assessed and managed and reasonable control measures implemented.
• If you are letting the property furnished, you will ensure adequate fire precautions appropriate to the property (and any HMO requirements) and confirm all supplied furniture and furnishings meet the Furniture and Furnishings (Fire) Safety Regulations.

Our assistance with the above does not transfer legal responsibility, liability for compliance remains with you as the landlord. Moove is not liable for the acts, omissions, or certifications of third‑party contractors, except to the extent caused by our negligence.

Minimum Standards

You warrant that the property complies with the Minimum Energy Efficiency Standards under the Energy Efficiency (Private Rented Property) (England and Wales) Regulations 2015. It is unlawful to grant a new tenancy where the EPC rating is F or G unless a valid exemption applies. You undertake to make all relevant energy efficiency improvements to achieve an EPC rating of E or higher, or to register a lawful exemption, and to provide Moove with the current EPC and any exemption evidence.

You are responsible for ensuring the property is free from Category 1 hazards and is let in a safe and suitable condition in accordance with the Housing Act 2004. You undertake that the property is compliant in all respects and will promptly address any hazards or enforcement actions raised by the local authority.

HMOs & Selective Licencing

You are responsible for complying with all landlord duties applicable to Houses in Multiple Occupation (HMOs) and for properties subject to selective licensing, including obtaining and maintaining any required licence and meeting all licence conditions.

Where you are an active landlord with Moove, and we collect rent, arrange repairs, and fully manage the property, you may name Moove on your selective licence as the managing agent. Our inclusion is conditional on our ongoing management. If this agreement is terminated, Moove will have no liability under any selective licence from the termination date. The landlord must immediately notify the licencing authority upon termination of this agreement.

You are responsible for all costs relating to HMO and selective licence applications, renewals, inspections, and any required works. You must inform Moove in writing if the property is within a selective licensing area, or if an HMO licence is required, and provide copies of licences, draft conditions, and any enforcement correspondence.

We may suspend marketing or management where licensing is absent or conditions are breached.

Tenant Finds

Subject to your instruction, Moove may advertise the property on Rightmove, Zoopla, OnTheMarket, Moove’s website, and other appropriate portals, each subject to availability and platform terms.

Moove may procure professional photography and associated marketing assets at your cost, if you request for us to do so. Where you supply photographs, floorplans, or descriptions, you warrant that they are current, accurate, and not misleading, and that they fairly represent the property’s condition.

You shall provide complete and accurate information regarding the property, including material facts, known defects, works in progress, restrictions, utilities, and compliance status, and shall notify Moove promptly of any change.

Moove will manage enquiries and applicants through the platform. Where you conduct viewings, you will communicate with applicants exclusively via the platform and keep all messaging, scheduling, and updates within it. You must not engage with applicants outside the platform or conclude tenancy terms directly in a manner that circumvents or undermines Moove’s service or applicable fees. Where requested, Moove can manage enquiries and progress suitable applicants to referencing. You agree not to engage with applicants in a manner that circumvents or undermines Moove’s service.

If Moove provides tenant‑find services, the full Tenant Find fee shall be payable where the same applicant is granted a tenancy, whether through Moove, through direct negotiation, or outside the platform. In the event of suspected circumvention, Moove may review relevant communications and application records to determine fee liability.

Moove shall present offers to you without undue delay. Your acceptance authorises Moove to issue heads of terms and proceed to referencing, subject to your final approval of the tenancy.

You may withdraw the listing at any time; however, marketing, viewing, and administrative fees incurred up to the date of withdrawal remain payable.

Marketing is prepared with reasonable care but is subject to verification. You remain responsible for compliance with the Consumer Protection from Unfair Trading Regulations and for disclosing material information to prospective tenants. You will provide all ‘material information’ required by National Trading Standards guidance for property listings, and we may suspend listings until such information is supplied. Moove may amend or remove misleading content at its discretion.

Viewings

You may conduct viewings yourself via the platform, or request Moove to arrange and host viewings for a fee. If the property is more than 15 miles driving distance from Moove’s office, Moove’s internal team will not host viewings; any non‑landlord viewings in these cases will be carried out by a contractor appointed by Moove and are chargeable in accordance with the Schedule of Fees. All communications, scheduling, updates, and feedback for viewings must be handled through the platform. You agree to provide reasonable access and timely confirmation or rescheduling; refused or missed access may incur wasted call‑out charges.

References & Right to Rent checks

Upon request, Moove will conduct referencing checks on prospective tenants as part of the application process. These checks may include credit history, previous landlord references, employment verification, affordability assessments, and identity verification, depending on your requirements. Reference reports are provided solely as guidance to assist your decision-making and Moove accepts no liability for the accuracy of the information contained within these reports.

You are responsible for ensuring lawful Right to Rent checks are completed in accordance with current Home Office guidance before the tenancy begins and for any follow‑up checks during the tenancy where required. Moove may assist with the administration of Right to Rent checks (including prescribed digital checks or document verification) and the retention of evidence, but ultimate responsibility and liability remains with the landlord. If a prospective tenant does not pass the Right to Rent checks, the tenancy cannot proceed. You will conduct any required follow‑up Right to Rent checks during the tenancy and keep records as prescribed.

Reference reports contain confidential applicant information and must not be shared with third parties without prior written consent. If you choose to proceed with a different tenant, all copies of reference reports for unsuccessful applicants must be destroyed immediately.

GDPR & Personal Data

Moove will process personal data in accordance with UK GDPR and the Data Protection Act 2018. We rely on lawful bases including performance of a contract, legitimate interests, legal obligation, and consent where applicable.

You authorise Moove to share relevant personal data with vetted contractors, compliance providers, referencing partners, payment processors, and legal representatives where necessary to deliver services, maintain safety/compliance, or pursue arrears and legal claims.

You will provide accurate tenant and occupier details required for management, compliance, and safety. Where Moove provides tenant details to you, you must keep them secure, use them only for lawful property management purposes, and permanently delete them when they are no longer required or when the tenancy ends, subject to any lawful retention obligations.

Moove retains data only for as long as necessary for the purposes collected and to meet legal/regulatory requirements (for example, accounting, safety, deposit, and Right to Rent records). You and tenants may submit data subject access requests (DSARs) and we will respond within statutory timeframes, subject to lawful exemptions.

Further details about categories of data, recipients, retention periods, and your rights are set out in our Privacy Policy.

Deposits & Deposit Alternatives

Where Moove manages the tenancy or provides tenant‑find, any tenancy deposit will be protected in a government‑approved scheme. At the time of writing, our current provider is the Deposit Protection Service. Unless expressly approved by Senior Management, you must not receive deposit funds directly; Moove will collect and protect the deposit. If you are the member of a protection scheme, and we allow you to protect the deposit, Moove will remit the deposit only directly to that scheme.

In accordance with the Tenant Fees Act 2019, the maximum deposit is five weeks’ rent (or six weeks where the annual rent exceeds £50,000). You agree not to request or accept any amount above these statutory limits.

You appoint Moove’s employees or authorised personnel as your agents to manage the collection and protection of the deposit and to sign the certification confirming the accuracy of the Prescribed Information required by the Housing (Tenancy Deposits) (Prescribed Information) Order 2007 on your behalf. You will provide all information needed for timely service of the Prescribed Information to the tenant.

Where a deposit‑replacement product is offered, such as an insurance‑backed scheme, you authorise Moove to administer enrolment and compliance subject to the product’s terms. You acknowledge that deposit alternatives are not regulated tenancy deposits and operate under insurance policy conditions, with different coverage, exclusions, fees/premiums, and claim processes. You agree to:

• accept the product’s limits and evidential requirements for loss or damage,
• submit claim evidence within the provider’s prescribed timescales,
• pay any applicable provider fees or premiums,
• refrain from informal or non‑approved “deposit alternatives.”

Moove may assist with deposit or deposit‑alternative disputes by preparing evidence and submissions, but final outcomes rest with the relevant scheme or provider. You remain responsible for accuracy of evidence and for any liabilities arising from non‑compliance.

Keys

Moove does not ordinarily hold property keys unless the property is located near to our offices or where holding keys is necessary for agreed management tasks. Any keys held by Moove are stored securely; however, keys are held at the landlord’s risk. Moove is not liable for loss, theft, or misuse of keys except where caused by Moove’s negligence.

You are responsible for arranging secure storage and access to keys for emergencies and for providing Moove with clear access instructions and up‑to‑date emergency contact details.

Where Moove has been holding keys, we will only release them to the address we have on file for you. If your address has changed and is not updated with us, you must provide two forms of proof of identity showing the new address before keys are released. Where your address is a “care of” or company address, two acceptable proofs are also required.

Where tenants are required to pay for parking/building fobs or permits, please let us know in advance so this can be communicated or included in tenancy agreements. If necessary, we will purchase keys on your behalf, at your cost.

Rent Collection

You authorise Moove to collect rent into our designated client account and to chase and manage late payments in accordance with our arrears procedure.

Moove will remit cleared rental funds to your nominated bank account within three working days of receipt and clearance. This timeframe is a target, not a guarantee and payments may take longer where accounting issues, bank delays, compliance checks, or unresolved queries arise. You are responsible for providing accurate, up‑to‑date bank details. If you supply incorrect payment information and funds are sent accordingly, you bear responsibility for any loss, delay, or recovery costs.

Where the nominated account is in a name different from the named contact or landlord, you must provide proof of identity for the account holder and written confirmation that they authorise rent to be paid into that account, together with a brief explanation of why this account is being used. Moove may refuse payment to alternative accounts absent satisfactory documentation or where we suspect fraud, money laundering, or other unlawful activity. We reserve the right to suspend payment pending verification.

Moove may make reports to HMRC, law enforcement, or other competent authorities where we have reasonable suspicion of tax evasion, money laundering, or other criminal conduct, and may withhold or delay payment as required to comply with legal obligations.

You authorise Moove to offset and deduct any unpaid, undisputed amounts properly due under these terms (including charges for works, compliance tasks, contractor call‑outs, disbursements, postage/courier, and agreed administrative fees) from rent or other monies we hold for you, after funds have cleared. If you dispute an invoice, you must notify Moove in writing within 7 days of the invoice date; disputed sums will not be deducted pending resolution. Where a shortfall remains after deduction, Moove may offset against subsequent rent receipts. This offset right is in addition to, and does not limit, Moove’s other lawful recovery methods.

Your bank account information is stored in encrypted form. For security, if you request confirmation of the bank details we hold, Moove will disclose only a masked version (for example, the last three digits of the account number).

Where tenants sign Moove’s tenancy agreement, contractual late fees and interest will be applied in line with the timescales and caps set out in that agreement and the Tenant Fees Act 2019. Where tenants are on an alternative agreement, you must provide a copy for verification, Moove will only apply fees or measures permitted under that agreement and applicable law.

If rent is paid directly to you and you report non‑payment, Moove will require reasonable evidence that rent has not been received (for example, statement extracts) before we contact the tenant on your behalf.

Our arrears procedure includes scheduled reminders, formal notices where appropriate, and escalation to legal action subject to your instruction. You acknowledge that recovery outcomes are not guaranteed and that court fees, legal costs, and enforcement charges are payable by you.

Property Visits & Access Rights

You authorise Moove (and our contractors) to attend the property for inspections, compliance checks, and works, subject to reasonable notice to the tenant in accordance with the tenancy terms and law.

Emergency access may be taken to prevent or mitigate damage or risk to life, using keys or lawful means where necessary. You will ensure tenants and any occupiers are informed of Moove’s right of access and will provide or facilitate access when required. Refused or missed access may incur wasted call‑out charges.

Where Moove has access to a property, you authorise us to collect mail delivered there, open it, scan it, and email copies to the email address we have on file for you. You consent to Moove opening mail addressed to you or the property for this purpose. Moove will handle any personal data contained in mail sensitively.

You are responsible for keeping your contact email address up to date and notifying Moove promptly of any changes; we will rely on the last email address provided for delivery of scanned mail.

Repairs/Maintenance/Jobs

Moove will not incur costs without your prior approval, except where works are necessary to address an emergency, prevent material damage, meet legal compliance, or where pre‑authorised spend limits apply.

You authorise Moove to instruct contractors, procure quotations, and manage works on your behalf within agreed budgets. In emergencies, Moove may instruct immediate remedial works without prior approval to protect occupants or the property and to maintain statutory compliance. You are responsible for all contractor charges, call‑outs, materials, and associated fees, and for promptly funding approved works.

Where required, you authorise Moove to instruct works necessary to maintain legal compliance up to £150 + VAT per instruction. All costs are payable by the landlord.

Any warranties, guarantees, or assurances relating to workmanship, materials, or outcomes provided by contractors are between you and the contractor. Moove is not a party to, and does not assume liability under, any contractor warranty or guarantee. We will provide copies of any warranty/guarantee documents received and, upon request, share contractor contact details to facilitate your claims.

If you have preferred contractors, please make them known to us. Provided they are suitably insured and registered with relevant regulatory bodies (e.g. Gas Safe Register), we will endeavour to use your preferred contractors where possible.

Moove will take reasonable care in selecting contractors but is not liable for contractor workmanship or delays, recourse lies with the contractor. Access refusals or missed appointments may incur wasted call‑out charges.

Inventories, check-in and check-out

Moove does not prepare inventories or check‑in/check‑out reports unless expressly requested and paid for. You are responsible for arranging these reports and for any associated costs.

Where inventories or check‑in/check‑out reports have been completed, Moove will circulate them to the tenant for review and approval and upload the final versions to the tenant’s online account. You acknowledge that accurate, independent reports are strongly recommended to support deposit deductions and dispute resolution.

Emergency Works

You authorise Moove to instruct and coordinate emergency works without prior approval where necessary to protect life, health, or the property, restore essential services (e.g., heating, hot water, power, water supply), prevent material damage, or maintain statutory compliance.

Emergency actions may include attending out of hours, isolating services, securing the property, and engaging contractors for immediate remedial works. You are responsible for all call‑out charges, labour, materials, and any temporary measures (for example, portable heaters) required.

Moove will act reasonably and aim to contain costs while prioritising safety and habitability. Where practicable, we will notify you promptly and provide an update with estimates; otherwise, we will provide a post‑incident report and invoices. Access refusals or missed appointments may incur wasted call‑out fees.

Vacant periods

During voids, you remain responsible for Council Tax and all utilities, including setting up and closing accounts, meter readings, and payment of standing charges. You authorise Moove to provide opening/closing readings and basic notifications to suppliers where we have access and are requested to do so, but liability and costs rest with you.

You must take reasonable precautions to protect the property during vacant periods, including maintaining minimum heating, draining or lagging pipework where appropriate, and securing the premises. Moove may, at its discretion, attend to mitigate risks (e.g., frozen pipes, leaks), but you are liable for any call‑out and remedial costs. Losses arising from neglect of winterisation or utility provision remain your responsibility.

Cash Floats & Pre-Authorised Spending

Where required, we may request a cash float to fund routine repairs, compliance checks, and urgent works. Floats must be funded in advance and maintained at the agreed level, we may suspend non‑essential works if the float is depleted.

You may set a pre‑authorised spend limit for Moove to instruct works without prior approval. This limit applies to each individual incident unless agreed otherwise. You may also set different individual spend limits per property/tenancy. Moove will obtain your approval for any costs above the limit, except where immediate action is required to protect life, safeguard the property, or maintain legal compliance.

You must set a pre‑authorised spend limit if you are based overseas or subject to significant time differences, defined as more than 4 hours’ difference from UK time or where you are routinely unavailable during UK business hours. Moove is authorised to act within this limit to avoid delay. If we cannot reach you within a reasonable time and urgent action is required, Moove may proceed up to a higher emergency cap agreed in writing; if no cap is in place, Moove may authorise only the minimum reasonable spend required to stabilise the situation and protect life, the property, or legal compliance, or £500, whichever is greater.

Moove can provide itemised invoices and statements showing spend. You remain responsible for all contractor charges, materials, premiums for out‑of‑hours attendance, and replenishing any floats on request.

Insurance Claims

Moove does not submit, manage, or negotiate insurance claims on your behalf and does not act as your insurance intermediary or advisor.

You are responsible for notifying your insurer of any incident, making and pursuing claims, complying with policy conditions (including notification timelines, mitigation duties, and evidence requirements), and paying any excess.

Upon request, Moove will provide factual evidence within our possession relating to an incident (for example, contractor reports, photographs, invoices, access logs, and correspondence) to support your claim. Moove does not warrant that such evidence will meet your insurer’s requirements, and you remain responsible for obtaining any additional documentation the insurer requests.

Moove is not liable for an insurer’s refusal, reduction, delay, or conditions placed on a claim, nor for consequential losses arising from policy terms, exclusions, under‑insurance, or failure to comply with insurer requirements. Nothing in this clause prevents Moove from taking reasonable emergency steps to mitigate loss or damage, which you agree to fund in accordance with these terms.

Service of Notices

You authorise Moove to prepare and serve tenancy notices on your instruction and at your cost, including but not limited to notice seeking possession, rent increase notices, access notices, and breach notices, in accordance with current law and the tenancy terms.

Moove will serve notices using a lawful method specified in the tenancy (for example, post, hand delivery, email, or platform delivery) and will keep proof of service (for example, certificate of posting or service log). You acknowledge that the validity and timing of statutory notices depend on accurate information you provide (for example, licensing status, prescribed documents, address for service). Moove is not liable for invalidation caused by your non‑compliance or incorrect instructions.

Income Tax

Moove does not provide tax advice and does not file or submit tax returns on your behalf, you are responsible for your own tax compliance.

If you are a non‑resident landlord and HMRC has not authorised Moove to pay your rent gross, Moove will deduct basic rate tax from the rental income received and account for it to HMRC under the Non‑Resident Landlord Scheme. You remain responsible for any additional tax liabilities, filings, and payments. If HMRC subsequently grants gross payment approval, you must provide written evidence; deductions will cease from the date we receive confirmation.

On request, Moove can provide rent schedules and payment summaries for your records. Such assistance is administrative and informational only and does not constitute tax advice. You are responsible for ensuring information you provide to HMRC is complete and accurate.

Moove is not liable for penalties, interest, or charges arising from your tax affairs, MTD obligations, or delays in providing us with NRL gross payment approval.

Interest, Bank Charges & Foreign Transactions

We do not pay interest on monies held on behalf of landlords or tenants. If we are holding any deposits, any interest earned will be retained by us.

You are responsible for all bank charges, transfer fees, and administrative costs incurred in processing payments to or from you, including recall or amendment fees where you have supplied incorrect payment details. Recalls and amendments are on a best-effort basis and are not guaranteed.

For payments made in or to foreign currencies or overseas accounts, you are liable for all currency conversion costs, FX spreads, correspondent/receiving bank fees, and any additional compliance charges (for example, international payment verification or sanctions screening). Moove will remit funds in GBP unless otherwise agreed in writing and where conversion is required, the exchange rate applied will be that used by our banking/payment provider at the time of processing. As a result of FX and banking fees, the amount you receive may be lower than the gross sum due. Moove will not pay or reimburse foreign banking fees or FX charges.

International transfers may take longer due to correspondent banking and compliance checks. Moove is not responsible for delays caused by intermediary or receiving banks or regulatory screening.

You must provide accurate, complete payee details, including IBAN/SWIFT where applicable. If incorrect or incomplete details are supplied, you are responsible for any delay, loss, or recovery costs.

Legal services & Court attendances

Moove does not provide legal advice and is not a firm of solicitors. Any guidance we offer is administrative in nature and should not be relied upon as legal advice.

You are responsible for appointing and paying solicitors or counsel for legal matters, including possession proceedings, injunctions, debt recovery, and enforcement. On request, Moove can provide summaries, tenancy documents, and evidence bundles to your chosen legal representative.

Moove staff may attend court or tribunal hearings as witnesses of fact or to provide administrative support, at Moove’s discretion and subject to availability. Attendance time, preparation, travel, and related expenses are chargeable (see Schedule of Fees). Moove does not accept liability for outcomes of proceedings.

You must provide complete and accurate instructions and disclose all material information (for example, licensing status, notice service details). Moove is not liable for invalid claims or adverse outcomes caused by incomplete, inaccurate, or late information

You are responsible for all legal fees, court fees, and enforcement costs. Any costs awarded against tenants or third parties are not guaranteed to be recovered; Moove is not responsible for shortfalls or unrecovered sums.

Updates to this Agreement

We may update these terms from time to time to reflect changes in law, regulation, industry practice, or our services. We will notify you of material changes by email to the address on file and/or via the platform. Updates take effect on the stated effective date and continued use of our services after that date constitutes acceptance.

If a change materially reduces the scope of service or increases fees, you may terminate before the effective date without penalty for that reason, provided all outstanding sums are paid. If any update is required by law or regulation, it will apply immediately as necessary. Where any updated clause is found invalid, the remainder of the Agreement continues in force.

Our right to withdraw

Moove may suspend or withdraw services, in whole or in part, with immediate effect where we consider it necessary due to non‑payment, material breach of these Terms, unlawful instructions or suspected fraud/AML concerns, health and safety risks, lack of required licences or consents, abusive or unreasonable conduct, or where continued service would expose Moove to legal or regulatory risk.

Where a property remains non‑compliant after reasonable notice, Moove may suspend or close your account and, where legally required, report concerns to the appropriate authorities.

We will notify you of the reason for withdrawal and, where practicable, offer a reasonable opportunity to remedy. During suspension/withdrawal, Moove may retain keys, documents, and funds only as permitted by law and will account to you for any undisputed balances after deducting sums properly due.

Withdrawal for cause does not waive fees already incurred; you remain liable for outstanding charges, contractor costs, and any disbursements. Moove is not liable for losses arising from suspension or withdrawal, except to the extent caused by Moove’s negligence or breach of law.

Late payments

You must pay all invoices and sums due to Moove by the due date stated. If payment is not received by the due date, Moove may charge interest on the overdue amount from the due date until payment at the rate specified in the Schedule of Fees or, if unspecified, at a reasonable commercial rate. Moove may also charge reasonable administrative and recovery costs, including reminder fees and third‑party collection fees.

Your monthly service fees are collected separately via credit/debit card or direct debit and are not deducted from rent. You must ensure your payment method is active and that funds are available on the due date.

If sums remain unpaid, Moove may offset amounts due against rent or other monies we hold for you, suspend services, and withhold documents or keys to the extent permitted by law until arrears are cleared.

You are responsible for bank charges, recall/amendment fees, and any costs arising from incorrect or incomplete payment details you provide. Disputed amounts must be raised in writing within 7 days of the invoice date; undisputed amounts remain payable by the due date. Charging interest does not waive Moove’s right to pursue recovery of the principal sum or other remedies.

Cancelling our services

You may cancel at any time. Moove does not operate fixed‑term contracts. Fees are billed in advance and are non‑refundable. Cancellation takes effect when confirmed via the platform or in writing and you may retain access to the services until your next due date, unless specified otherwise at our discretion.

Moove will act reasonably and cooperatively to hand over keys, documents, and information to you or your appointed agent. We will not undertake extensive bespoke tasks or extraordinary efforts beyond our standard processes. All outstanding sums, contractor invoices, and disbursements must be paid before handover. Moove may retain or withhold items to the extent permitted by law until undisputed balances are settled.

Our obligations cease on the termination date, save for accounting of undisputed client monies. Certain clauses (for example, fees, liability, data, notices, and dispute resolution) survive termination.

Complaints

Moove operates a formal complaints process. If you wish to raise a complaint, please follow our separate Complaints Policy. We will acknowledge, investigate, and respond within the timelines set out there. If your complaint is not resolved, you may escalate to our approved redress scheme as detailed in the policy.

Limitation of Liability

Moove will perform services with reasonable care and skill. However, Moove is not liable for:

any loss, damage, delay, or cost arising from contractor acts or omissions, utility provider failures, licensing or regulatory actions, tenant conduct, or events beyond our reasonable control;

indirect or consequential losses, including loss of profit, rent voids, loss of business, or reputational harm;

losses resulting from your non‑compliance with law or tenancy requirements (for example, deposit protection, licensing, safety certificates, Right to Rent), inaccurate or incomplete instructions, or failure to provide access.

Except where prohibited by law, Moove’s total aggregate liability to you arising out of or in connection with these terms and our services (whether in contract, tort, negligence, or otherwise) is limited to the lower of: (a) the total fees paid by you to Moove in the 12 months preceding the event giving rise to the claim; or (b) £5,000.

Nothing in this clause limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Legal Wording

If any provision of these Terms is found invalid, unlawful, or unenforceable, that provision shall be severed and the remainder shall continue in full force and effect. These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Moove is not liable for delay or failure caused by events beyond reasonable control (including extreme weather, strikes, utility outages, cyber incidents, supplier failure, or changes in law). Obligations resume once the event ends.

You may not assign these Terms without Moove’s consent. Moove may assign or subcontract performance provided this does not materially reduce service quality; Moove remains responsible for its subcontractors.

Headings are for convenience only and do not affect interpretation. “Including” means “including without limitation.” If there is a conflict between these Terms and any schedule or platform summary, the schedule/platform summary prevails for that specific service.

The following provisions survive termination or cancellation of services: fees and charges, rent collection accounting, deposits and prescribed information responsibilities, data protection and confidentiality, limitation of liability, indemnities, interest and recovery costs, governing law and jurisdiction, service of notices, and complaints/redress.

These Terms, together with any schedules and platform confirmations, constitute the entire agreement between the parties regarding the services and supersede prior discussions or representations.

Failure or delay by Moove to exercise any right or remedy does not constitute a waiver of that right or remedy.

You shall ensure properties and instructions comply with all applicable UK housing, licensing, safety, immigration, and consumer laws. Moove may refuse or suspend services where compliance is not demonstrated.