MOVA Terms of Service

These terms are governed by the laws of Victoria, Australia. They establish a Platform Services Agreement between you and MOVA — separate from any Moving Services Agreement between you and an independent Mover.

Last Updated: 29 May 2026 · Version: 1.0

1. MOVA is a Platform, Not a Moving Company

1.1 MOVA Pty Ltd ("MOVA", "we", "us") operates an online marketplace platform that connects customers seeking removal services ("Customers") with independent removal service providers ("Movers").

1.2 MOVA does not provide removal or moving services. MOVA does not employ Movers. Movers who use the MOVA platform are independent contractors operating their own businesses. MOVA is not a party to any contract for the provision of moving services between a Customer and a Mover.

1.3 By using MOVA, you enter into a Platform Services Agreement with MOVA. This is separate from, and does not form part of, any Moving Services Agreement between you and a Mover. The Moving Services Agreement is a contract solely between the Customer and the Mover.

1.4 MOVA acts as a commercial agent for the limited purpose of collecting and holding payments on behalf of Customers and disbursing those payments to Movers in accordance with these terms. This payment facilitation role does not make MOVA a party to the Moving Services Agreement.

2. Mover Verification and MOVA's Limits

2.1 MOVA requires all Movers to provide evidence of current public liability insurance, identity documentation, and business registration before being permitted to accept jobs on the platform. MOVA verifies these documents at the time of onboarding and periodically thereafter.

2.2 MOVA does not warrant, guarantee, or represent:

  • That a Mover's insurance will cover any particular loss or claim;
  • That a Mover will perform services to any particular standard;
  • That a Mover's insurance will be current at the time of any specific job;
  • That Movers are fit, competent, or suitable for any particular move.

2.3 MOVA's verification of a Mover's credentials is an administrative due diligence step. It is not an endorsement, warranty, or guarantee of that Mover's services.

2.4 Customers are encouraged to independently verify that their selected Mover holds appropriate and current insurance for the scope of their move.

3. Payment Facilitation and Escrow

3.1 MOVA collects Customer payments on behalf of Movers using a third-party payment processor (Stripe). Customer payments are held in a designated account and released to the Mover upon verified job completion.

3.2 Job completion is verified through MOVA's dual-PIN verification system, which requires both the Customer and the Mover to confirm that the move has been completed before payment is released.

3.3 MOVA's role in holding and releasing funds is that of a payment facilitator. Holding funds in escrow does not make MOVA a party to the Moving Services Agreement, does not make MOVA responsible for the quality of the services provided, and does not constitute any warranty or guarantee by MOVA regarding the outcome of the move.

3.4 In the event of a dispute between a Customer and a Mover, MOVA may, in its discretion, temporarily withhold payment pending resolution. MOVA is not required to adjudicate disputes and any decision by MOVA to withhold or release funds is administrative in nature and does not constitute a finding of liability against either party.

4. Limitation of Liability

4.1 To the maximum extent permitted by law, MOVA's total liability to any Customer arising out of or in connection with the use of the MOVA platform, including in relation to any move facilitated through the platform, is limited to the total platform and service fees paid by that Customer to MOVA in connection with the relevant booking.

4.2 MOVA is not liable for:

  • Loss of or damage to goods during a move;
  • Consequential, indirect, or special loss or damage;
  • Loss of profit, revenue, or opportunity;
  • Personal injury or property damage arising from a move;
  • Any act or omission of a Mover.

4.3 Nothing in these terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, that cannot lawfully be excluded or limited under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law. Where MOVA's liability cannot be excluded, MOVA limits its liability to the extent permitted by law.

4.4 Where the Australian Consumer Law applies and cannot be excluded, MOVA's liability for a failure to comply with a consumer guarantee in respect of services is limited, at MOVA's option, to the resupply of the relevant platform services or the cost of having those platform services resupplied. For the avoidance of doubt, the "services" provided by MOVA are platform and payment facilitation services, not moving services.

5. Indemnity

5.1 To the maximum extent permitted by law, you agree to indemnify MOVA and its officers, employees, and agents against any claim, loss, damage, liability, cost, or expense (including reasonable legal fees) arising out of or in connection with:

  • Your use of the MOVA platform;
  • Any Moving Services Agreement between you and a Mover;
  • Any breach by you of these terms;
  • Any dispute between you and a Mover.

6. Disputes Between Customers and Movers

6.1 MOVA is not responsible for resolving disputes between Customers and Movers. In the event of a dispute, MOVA will, upon request:

  • Provide the parties with job records, timeline data, location data, and PIN verification records held by MOVA in relation to the relevant booking;
  • Provide the Customer with the Mover's current insurance details as held by MOVA.

6.2 MOVA does not act as arbitrator or adjudicator of disputes and any outcome of a dispute is between the Customer and the Mover.

6.3 In the event of a dispute over payment, MOVA may, in its reasonable discretion, withhold escrow funds for up to 14 days to allow parties to resolve the dispute. If no resolution is reached, MOVA may release funds in accordance with its documented dispute resolution procedure.

7. Movers are Independent Contractors

7.1 Movers using the MOVA platform operate as independent contractors. Nothing in these terms or in the operation of the MOVA platform creates any employment, agency, partnership, or joint venture relationship between MOVA and any Mover.

7.2 Movers are solely responsible for their own tax obligations, insurance, equipment, and compliance with applicable laws, including workplace health and safety laws.

7.3 MOVA does not direct, supervise, or control how Movers perform moving services.

8. Governing Law

8.1 These terms are governed by the laws of Victoria, Australia. You submit to the non-exclusive jurisdiction of the courts of Victoria.

Contact

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