Trust & Standard

Moving home or office in London involves more than boxes and vans – it involves trust.
This page shows, in plain English, how iMovedX protects you with vetted staff, clear pricing, proper insurance and transparent dispute handling.

We are a London removal company focused on predictable, safe and fair moves from first quote to final box. All of the commitments below apply to every move we carry out.

1. Our Commitments at a Glance

• Fully employed, DBS-checked moving crews
• Right-to-work checks and photo ID for every team member
• Properly maintained vehicles and professional moving equipment
• Goods-in-Transit and Public Liability insurance for every job
• Fixed or clearly structured hourly pricing with no hidden extras
• Clear deposit, cancellation and refund rules published before you book
• A documented complaints and claims process with defined timelines
• Strong data protection and GDPR-aware handling of your details and survey photos

2. Credentials and Legal Compliance

You should know exactly who you’re hiring.

• Registered company
  iMovedX operates as a registered business in England and Wales. Our legal name, company number and registered address are shown on your invoices, contracts and in the website footer.
• Licences and compliance
  Where required, we hold the appropriate registrations for removals work in the UK.
• Vehicles and drivers
  Our vehicles follow manufacturer servicing schedules and undergo regular safety checks. Drivers hold the appropriate licences and active insurance; MOT and insurance records are kept on file and are available on request.
• Revision and updates
  This Trust & Standards page is reviewed regularly. When insurance limits, policies or legal details change, we update this page with the new information and revision date.

3. Fully Employed, DBS-Checked Crews

We do not rely on casual day labour for your move.

• Fully employed staff
  Your crew are permanent members of the iMovedX team – not cash-in-hand labour. This keeps quality, accountability and training consistent from job to job.
• Right-to-work and identity checks
  Every mover passes right-to-work checks in the UK. Crews wear branded uniforms and carry photo ID so you always know who is in your home or office.
• DBS verification
  DBS checks are completed for staff and can be confirmed or made available for sensitive moves such as schools, care environments or where vulnerable customers are present.
• Ongoing training
  Training is not a one-off. Our teams receive regular refreshers on manual handling, fragile packing, safeguarding, customer service and specialist handling for pianos, antiques and high-value furniture.

4. Safety, Vehicles and Equipment

We design every move to be safe for you, your belongings and our crew.

• Maintained vehicles
  Vans are serviced to manufacturer schedules and checked before every job using documented checklists.
• Professional equipment
  Crews arrive with industry-grade trolleys, straps, protective blankets, ramps and, where needed, specialist crates for fragile or awkward items.
• On-site protection
  We assess each property for risks like narrow staircases, shared hallways and lifts. Floors, walls and communal areas are protected with covers and padding wherever practical.
• Hygiene
  Vehicles, blankets and equipment are cleaned regularly. Enhanced cleaning and extra protection can be requested, for example after renovation work or where extra hygiene is important.

5. Insurance and How You’re Protected

We believe you should understand, in advance, how your belongings are protected.

• Goods-in-Transit insurance
  Your belongings are insured while they are in our care and in transit, up to a standard limit per vehicle/load, with options to increase cover for higher-value moves. Full details, including limits, exclusions and any excess, are listed in our insurance summary and policy wording on this page.
• Public Liability insurance
  We carry Public Liability insurance to cover accidental damage to property or injury to others caused by our work, up to our published limit. Policy details and renewal dates are available on request.
• What is and isn’t covered
  As with any insurance, there are exclusions and maximum liability caps – for example for pre-existing damage, certain types of fragile/undeclared high-value items or where items were packed by the customer and not by us. These are clearly explained in our terms and conditions and insurance documents.
• If something is damaged
  If damage occurs, let us know as soon as possible, ideally within 48 hours, and send photos plus your job reference. For items over a certain value, we may ask for proof of purchase or a valuation. We then follow a structured claims process with clear timelines and fair valuation rules based on the item’s age and declared value.

6. Transparent Pricing, Deposits and Cancellations

No one likes surprise fees, especially on move day.

• No VAT added (currently)
  At the time of writing, iMovedX is not VAT-registered, so VAT is not added to your quoted price. If this changes, we will update this page and your quotes accordingly.
• Clear pricing structure
  We offer either:
  • fixed-price residential bundles, or
  • straightforward hourly rates based on crew size.
• Time starts when the crew arrives and is billed in 30-minute units after the minimum period.
• What’s included vs extras
  Your quote sets out what is included as standard (loading, transport, unloading, agreed box allowance, basic protection) and which items are chargeable extras – for example extra flights of stairs, long carries, early/late labour, high-value handling, or parking suspensions. All such extras are clearly itemised.
• Deposit and balance
  A £150 deposit is taken at booking and deducted from your final bill. The remaining balance is payable on completion of the move (usually by card, cash or bank transfer).
• Cancellation and rescheduling
  Our standard structure (exact wording is in your booking confirmation) is:
  • More than 72 hours before move: no cancellation fee.
  • 72–24 hours before move: 50% of the fixed price or minimum charge.
  • Less than 24 hours: Deposit non-refundable.
  • Rescheduling is free with at least 72hr notice; closer to the date a small fee may apply.
• Waiting time and access issues
  If key handovers, lift failures or other access issues cause significant waiting beyond a short grace period, additional time may be billed at the agreed hourly rate for your crew. This is explained during the quote so it never comes as a surprise.

7. Our Customer Charter

This is what you can expect from us on every move.

• Reliable arrival window
  We provide a one-hour arrival window and keep you updated if traffic or other issues cause delays.
• Professional handling guarantee
  Heavy items are handled by at least two people and with proper equipment – dollies, straps, blankets and floor protection – not dragged or forced.
• No hidden fees
  Any potential extra charges (stairs, long carries, parking, out-of-hours work) are explained before you confirm your booking and repeated in your booking confirmation.
• Respect for your home and neighbours
  Crews are briefed to keep noise and disruption to a minimum, protect communal areas and leave properties tidy once the move is complete.
• Satisfaction escalation
  If anything is not right on the day, we aim to resolve it on-site. If that’s not possible, we escalate it through our formal complaints process with clear response times and escalation routes.

8. Complaints, Claims and Dispute Resolution

If something goes wrong, you should know exactly what to do and what happens next.

• How to raise an issue
  • On the day: speak to your crew leader or contact us using the urgent phone number on your booking confirmation.
  • After the move: email our support/claims address with your job reference, photos and a short description of the issue.
• Timelines
  • We acknowledge written complaints or claims within one working day.
  • We aim to provide a full response and proposed resolution within five working days, or we will update you with a clear next review date.
• Resolution options
  Depending on the situation, solutions may include repair, replacement, a goodwill gesture, or a claims route via our insurers where appropriate. Where agreement cannot be reached, we explain your options, including independent mediation or small claims processes.
• Learning from issues
  All complaints are logged and reviewed so we can identify patterns, improve training, update processes and reduce the chances of repeat problems.

9. Data Protection and Privacy

Your personal data – including photos and videos from surveys – is handled carefully.

• Lawful basis and minimal data
  We collect only what we need to quote, plan and complete your move, and to run our business (for example, payment and invoicing). Our lawful basis is usually “contract” and, where needed, “legitimate interests”.
• Survey photos and videos
  Images and videos from surveys are used only for pricing, safety and compliance. Evidence such as time-stamped photos or GPS logs may also be kept briefly to support accurate billing and dispute resolution, then deleted after the retention period.
• Retention and deletion
  Evidence and survey material is typically retained for a defined, limited period (for example around 90 days) and then deleted or anonymised, unless law or accounting rules require longer retention. You can request deletion of certain data where legally permitted.
• Third-party processors
  We use reputable third parties (such as payment processors and insurance providers) and have data processing agreements in place. These providers are named in our Privacy Policy, linked from the footer of every page.

10. For Business Partners and Referrers

If you work with people who move regularly, our B2B Portal is designed for you.

• Who we work with
  Estate and letting agents, property managers, relocations consultants, storage companies, maintenance firms and other organisations that support people moving in and out of London.
• How referrals work
  Approved users receive a unique referral code. When your client uses that code at checkout, the system applies a defined customer discount and attributes the job to your organisation or branch automatically.
• Partner earnings and customer discount
  The default plan is simple:
  • Partners typically earn 10% of the final job value on completed referred moves.
  • Customers referred through your code receive a 10% discount on their move.
• You can safely state this on your website – it is already defined as part of your partner programme blueprint.
• Payouts and fairness
  Payouts are generated only after the move has been completed and any relevant hold period for disputes or refunds has passed. If a job is cancelled or refunded inside policy rules, the referral may become ineligible so that discounts and payouts remain fair to everyone.
• Tracking and reporting
  Organisation and branch admins can see referral performance, upcoming payouts and history. Individual team members can see their own referrals and expected earnings.

11. Policy Documents and Further Information

For full details, you can review our policy documents, which are linked from the footer and/or this page:

• Terms & Conditions
• Privacy Policy
• Cookies Policy
• Complaints & Claims Policy
• Insurance summaries (Goods-in-Transit and Public Liability)
• Cancellation and Refund Policy

If you have any questions about how we work, how you’re protected or how our partner programme operates, contact us and we’ll be happy to walk you through the details before you book.