Provider terms

1. Who this is between

OX Removals Ltd, company 15886470, registered office 83 John Morris Road, Abingdon, England, OX14 5HN ("we"). You register as a business — a sole trader, partnership or company carrying goods for hire and reward — not as a consumer. Consumer cancellation rights under the Consumer Contracts Regulations 2013 do not apply to purchases made by a business.

2. What a token is

A token is a credit our systems charge for acting on the marketplace. Claiming a job currently costs tokens (clause 3) — this is our current pricing model. We can switch to a free-to-claim model instead (no tokens charged to claim) if we choose to; if we do, we will say so, and clause 3's charges stop applying to anything claimed after that point. Tokens have no cash value outside the marketplace and are not transferable between accounts.

3. What you are charged, and what is refunded

• Taking a buy-now job costs one token, charged when the job becomes yours.
• If your balance is too low to cover a claim, we refuse the action outright with a clear message — you are never charged for something you could not afford, and no claim is ever free.
• Every token movement, past or future, is recorded in a ledger you can see on your account page, with a reason against each entry.
• If we switch to the free-to-claim model described in clause 2, claiming a job costs nothing for as long as that model is in force, and this clause's charges do not apply during that time.

4. Prices and VAT

Tokens are bought in bundles from your account page; the price of each bundle is shown at the point of purchase, and that is the price you pay — bundle prices can change, so a price shown to you before is not a promise of the same price next time. We are not currently VAT registered, so no VAT is added or shown; if that changes, the displayed price at purchase remains the price you pay.

5. Expiry and refunds of unspent tokens

Tokens you buy do not expire. [CHECK — operator decision pending] The working position is that unspent tokens are not refundable for cash once purchased, except where the law requires otherwise or we withdraw the marketplace entirely, in which case unspent tokens are refunded at the price paid. This clause is not final until reviewed. If we switch to the free-to-claim model in clause 2 for a period, any token balance you hold is frozen, not taken from you or converted to cash — you keep it, unspent, and it becomes an ordinary spendable balance again the moment token charging resumes, with nothing further for you to do.

6. Suspension and closure of accounts

[CHECK — operator decision pending] We may suspend an account for a compliance failure (an expired or misrepresented document), for conduct that puts a customer or their goods at risk, or for non-performance of an accepted job. The working position on a suspended account's unspent tokens is that they are held, not forfeited, and returned or refunded per clause 5 if the account is closed rather than reinstated. This clause is not final until reviewed.

7. Getting paid

The payout stated on a job — the buy-now figure — is the whole amount we pay you for completing it; nothing is deducted from it for using the marketplace, whether or not token charging (clause 2) is switched on. Our own margin is the difference between what the customer pays and what you are paid; it is not taken from your payout after the fact. We collect all money from the customer; you never charge the customer anything.

A completed job's payout is money we owe you — we do not hold it for you, and it is never a balance, wallet or account you hold with us. Until it is paid, you are an unsecured creditor of OX Removals Ltd for that amount, the same legal position as any supplier waiting on an invoice we have not yet settled.

A completed job's payout becomes available to request after a hold window; the current length is shown on your account page, and we will tell registered providers if it changes. If a job has an open ticket against it, that job's payout only is held back while the ticket is open — everything else you are owed is unaffected and stays available to request.

Once an amount is available, you request it be paid to a bank payout method you have added and verified. We aim to pay a request within 10 working days of you making it — a target we work to, not a fixed contractual payment period.

You can save more than one bank payout method on your account. Changing your payout details requires you to re-authenticate, and a newly added method carries a short cooling-off window (typically 48–72 hours) before it can receive a payout — a safeguard against a payout being redirected to an account you did not intend, not a delay we apply for our own benefit. We tell you whenever a payout method on your account is added, changed or removed.

8. Compliance

You must hold, and keep current with us, the documents listed on the Work with us page: a full UK driving licence, commercial insurance covering hire and reward, goods-in-transit cover of at least £10,000, public liability cover of at least £1,000,000 (or motor trade insurance where the load is a vehicle), and proof of your vehicle. An expired document suspends claiming automatically until replaced.

9. Your relationship with us

You are an independent business. Nothing here creates employment, a worker relationship, agency or partnership. Your fuel, vehicle, tax, insurance and helpers are yours. You choose which jobs to take from those visible to you at the time (clause 11 explains how a job becomes visible); nothing is allocated without your action.

10. The customer's contract

The customer's contract for the move, and their point of contact before, during and after the job, is with OX Removals Ltd — never with you. You perform the work as our subcontractor, under your own goods-in-transit and public liability insurance (clause 8), to the standard our customer terms promise. This is the same structure other UK removals marketplaces operate: the platform holds the customer contract and coordinates the job; the transport partner does the physical work under insurance the platform requires and checks, but does not itself hold. [CHECK — adopting this structure is a business decision, not a closed legal or insurance position: written confirmation from our own insurer that our policy covers coordinating subcontracted work of this kind, and a solicitor's review of this clause, are both still outstanding.] Damage or loss on a job you hold is dealt with between us and you under clause 8's insurance requirements.

11. How a job becomes visible to you

A job does not appear to every provider the moment a customer pays for it. It is released to the marketplace in stages:

• First, the job is held back from every provider for an initial window, during which we ourselves may take the job if we choose to. We say this plainly because it is a real conflict of interest worth naming, not because we expect to use it often.
• Second, if we have not taken it, it becomes visible to premium members — a paid membership tier — and, separately, to providers who have earned that same window through their own rating — for a further window, before anyone else can see it. Clause 13 explains how a rating earns this window and how it relates to premium membership.
• Third, it becomes visible to all vetted providers.

A job needed at short notice moves through these windows faster, so a near-date job reaches you sooner than a job with a distant move date. The length of each window is ours to set and can change; the current lengths are not fixed by this document — contact us for the current values, and we will tell registered providers if they change.

Because of this staging, the job list you see at any moment is not the whole list of jobs currently for sale — a job you cannot yet see may simply be earlier in this process, not gone. Premium membership buys earlier visibility only; it is a paid feature and does not guarantee you any particular number or value of jobs.

12. Premium membership

Premium membership is a paid subscription, separate from tokens, that buys the earlier-visibility window described in clause 11 — nothing more.

• It is a monthly rolling subscription. The price is shown to you at the point of purchase in your provider account — the same price-shown-is-price-charged discipline clause 4 sets out for tokens applies here, and the price can change for future months.
• It auto-renews each month until you cancel it.
• You can cancel anytime from your provider account. Cancelling stops the next renewal; your earlier-visibility access continues until the end of the period you have already paid for.
• Cancelling, or the membership lapsing, does not entitle you to a pro-rata or partial refund for the unused part of the current period.
• If your account is suspended under clause 6, the earlier-visibility benefit is paused for the suspension — not refunded, and the period you have already paid for is not extended to make up the time lost.
• Premium membership buys earlier visibility of new jobs under clause 11, for as long as it is active. It does not guarantee you any particular number or value of jobs, and it changes nothing about your standing beyond the visibility windows clause 11 sets out.
• Membership is paid by card through Stripe, the same payment processor that handles token purchases.

Clause 13 explains the other, earned route into the same earlier-visibility window, and confirms that premium membership gives no protection against a restriction or termination for a poor rating or conduct.

13. Your rating, ranking and the quality floor

After every move is completed we invite the customer to rate it. Every customer is asked — we do not choose who to ask based on how we expect the rating to come out — and your rating is the average of what customers who used you give you. It only exists once you have completed jobs behind it; until then you are unrated, which is never treated as low-rated.

Your rating affects the marketplace in two ways, alongside premium membership (clause 12):

• Earned early access. A rating at or above a set level, held across at least a set minimum number of ratings, earns you the same earlier-visibility window clause 11 describes for the second stage of a job's release — the identical window premium membership buys, not a separate one. Either route into it is enough on its own; holding both changes nothing further. The current level and minimum are not fixed by this document — contact us for the current values, and we will tell registered providers if they change.
• A quality floor. If your rating falls below a set level, and you have at least a set minimum number of ratings behind it, we may act on your account in stages — typically a written warning first, which does not stop you taking new jobs, then a restriction, which pauses you from taking any new job, and, if it continues, termination of your account; for more serious conduct we may go straight to a restriction or termination rather than starting with a warning. Below the minimum number of ratings the floor never applies, and an unrated provider is never treated as below it — being new is never worse than being rated low. We also warn, restrict or terminate for conduct a customer rating would not capture — a no-show, or a compliance failure — and we record which it was each time.

Before a restriction or termination takes effect, or at the same time it does, we give you a written statement of our reasons on your account and by email, and you can respond and ask us to reconsider. A termination runs on notice of at least 30 days from that written statement; during the notice period your account is not yet closed and new jobs are paused the same way they are under a restriction. Throughout a warning, a restriction, or a termination notice, your held jobs, signing in, your documents and the ability to contest the decision all stay open to you. Premium membership does not prevent or shorten a warning, restriction or termination under this clause — it buys earlier visibility only (clause 11, clause 12), and gives no protection against action taken for a poor rating or for conduct.

Questions: contact@oxremovals.co.uk · 01865 294662