Channel Partner terms & conditions

These Channel Partner Terms & Conditions ("Partner Terms") govern the registration and use of the AnQ platform by moving and relocation service providers ("Partner", "you", "your").

They should be read together with the Partner Agreement, Commercial Schedule, Service Level Agreement, Partner Code of Conduct and Partner Handbook issued by AnQ.

1. About AnQ

AnQ Movers Ltd ("AnQ", "we", "us", "our") operates a digital relocation marketplace connecting customers requiring moving and relocation services with independent service providers.

The Platform may provide:

• customer enquiry generation;
• quotation management;
• customer-provider communication;
• booking facilities;
• payment functionality;
• Partner profiles;
• customer reviews;
• performance monitoring;
• customer support; and
• other technology and marketplace services.

AnQ is not ordinarily the provider of the physical moving services performed by the Partner.

2. Eligibility to Become a Partner

To participate on the AnQ Platform, you must:

• operate a legitimate business;
• provide accurate business information;
• maintain all licences, registrations and permissions required for your activities;
• maintain appropriate insurance;
• provide documentation requested by AnQ;
• comply with applicable UK laws and regulations;
• meet AnQ's Partner standards; and
• have authority to enter into this Agreement.

AnQ may reject an application where the information or documentation provided does not satisfy its requirements.

3. Partner Registration

You must provide accurate and complete information during registration.

This may include:

• legal business name;
• trading name;
• Companies House information;
• registered/business address;
• contact details;
• VAT registration details where applicable;
• insurance details;
• vehicle information;
• service areas;
• services offered;
• years of experience;
• industry memberships;
• certifications;
• customer reviews;
• banking/payment information; and
• other information reasonably requested by AnQ.

You must notify AnQ promptly if any material information changes.

4. Verification

AnQ may verify information supplied by you before or during your participation.

Verification may include:

• Companies House checks;
• insurance verification;
• business identity checks;
• documentation checks;
• review verification;
• industry membership checks;
• operational checks; and
• other reasonable due-diligence measures.

You must provide genuine and current documentation.

Providing false, misleading, expired or fraudulent information may result in immediate suspension or termination.

5. Partner Status

AnQ may operate different Partner statuses or quality levels.

These may include:

• Approved Partner
• Verified Partner
• Certified Partner
• Premium Partner
• other categories introduced by AnQ.

The criteria for each status may be set out in the Partner Handbook or Commercial Schedule.

AnQ may change, suspend or remove a Partner status where the applicable requirements are no longer met.

6. Partner Account

Your AnQ account is intended for your authorised business use.

You must:

• keep login information secure;
• not share access with unauthorised persons;
• ensure authorised staff follow these Terms;
• maintain accurate account information; and
• notify AnQ of suspected unauthorised access.

You are responsible for activity conducted through your account unless caused by AnQ's failure to maintain appropriate security.

7. Customer Enquiries

AnQ may provide you with customer enquiries that match your:

• geographic area;
• services;
• availability;
• vehicle capability;
• property type;
• specialist requirements; and
• other relevant criteria.

AnQ does not guarantee:

• a minimum number of enquiries;
• a minimum number of bookings;
• a particular revenue level; or
• a particular conversion rate.

8. Responding to Enquiries

When you receive an enquiry, you must:

• review the customer's requirements;
• assess whether you can perform the move;
• request clarification where necessary;
• submit an accurate quotation where appropriate; and
• respond within the applicable SLA.

You should not submit quotations for jobs you cannot reasonably perform.

9. Quotations

Your quotation must be:

• accurate;
• transparent;
• based on the information available;
• inclusive of applicable VAT where required;
• clear about what is included;
• clear about exclusions;
• valid for the stated period; and
• consistent with the services you are capable of delivering.

You must not deliberately submit an artificially low quotation with the intention of increasing the price after booking.

10. Additional Charges

Additional charges may only arise where they are genuinely justified by circumstances such as:

• material changes to inventory;
• additional services requested by the customer;
• materially different access conditions;
• additional packing;
• additional storage;
• changes to the moving requirements; or
• other circumstances not reasonably foreseeable from the original information.

You must explain any additional charge clearly to the customer before providing the additional service wherever reasonably possible.

You must not use unexpected charges as a means of increasing the price of an accepted quotation.

11. Customer Contact

AnQ may provide customer contact information to you for the purpose of:

• preparing a quotation;
• communicating about the move;
• arranging the booking;
• providing the agreed services; and
• dealing with reasonable post-booking matters.

You must use customer information only for legitimate purposes connected with the relevant enquiry or booking.

12. No Unauthorised Marketing

You must not use customer information obtained through AnQ to:

• sell unrelated services;
• add customers to marketing lists without an appropriate lawful basis;
• sell customer information;
• share customer information with unauthorised third parties; or
• contact customers for purposes unrelated to the relevant move.

Customer data must be handled in accordance with applicable data protection law. UK businesses handling personal data must comply with UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

13. Customer Contract

Unless expressly stated otherwise, the physical moving service is provided by the Partner.

When a customer accepts your quotation, you and the customer may enter into a separate service contract.

You are responsible for:

• performing the agreed services;
• complying with your quotation;
• complying with applicable law;
• maintaining appropriate insurance;
• providing competent staff;
• ensuring appropriate equipment;
• dealing with service-related claims; and
• fulfilling your contractual obligations to the customer.

14. Deposit Payment

For bookings made through the AnQ Platform, the customer will normally pay a Deposit Payment equal to 25% of the Total Transaction Value.

The remaining 75% is payable directly by the customer to you, subject to the applicable booking arrangements.

Any additional charges on the move day is directly payable to you.

15. No Circumvention

Once a customer has been introduced to you through AnQ, you must not deliberately circumvent the Platform to avoid AnQ's applicable fees or charges.

You must not:

• ask a customer to cancel an AnQ booking so you can deal privately;
• provide alternative payment details for the purpose of avoiding AnQ's fee;
• move the transaction outside AnQ without permission;
• encourage the customer to bypass AnQ;
• use AnQ customer information to arrange an unrelated transaction designed to avoid applicable fees.

This obligation applies during the relevant booking and for 12 months following the introduction.

16. Cancellation by Partner

Once you have accepted a booking, you are expected to fulfil it.

If you need to cancel, you must notify:

AnQ and the customer immediately.

Where a Partner cancels a confirmed booking:

• AnQ will refund the customer's Deposit Payment in full;
• no standard 1.69% transaction deduction will be applied;
• If you cancel the booking within 48 hours or failed to find an alternative. You will be charged 50% of total balance transaction.
• AnQ will, where reasonably possible, help the customer find an alternative Partner; and
• the cancellation may affect your Partner performance record.

Repeated or unjustified cancellations may result in:

• reduced enquiry allocation;
• removal of Certified Partner status;
• temporary suspension;
• financial consequences where expressly agreed;
• or termination of your Partner account.

17. Partner No-Show

A failure to attend a confirmed booking without reasonable notice is considered a serious service failure.

AnQ may investigate the circumstances and take appropriate action under the SLA and Partner Handbook.

18. Customer Cancellation

You acknowledge that AnQ operates a customer cancellation policy.

Where the customer cancels more than 48 hours before the move, the Deposit Payment is ordinarily refundable subject to the applicable processing deduction and statutory rights.

Where the customer cancels within 48 hours, the Deposit Payment will ordinarily be retained and passed on to you, in accordance with the customer cancellation policy.

You must not make representations to the customer that contradict AnQ's published cancellation policy.

19. Moving Services

You must provide services:

• with reasonable care and skill;
• in accordance with your accepted quotation;
• within agreed times;
• using appropriately competent personnel; and
• in accordance with applicable laws and regulations.

You remain responsible for your employees, subcontractors, vehicles and equipment.

20. Insurance

You must maintain appropriate insurance for the services you provide.

Depending on your business and services, AnQ may require evidence of:

• Goods in Transit insurance;
• Public Liability insurance;
• Employers' Liability insurance;
• commercial vehicle insurance;
• storage insurance; or
• other appropriate cover.

You must provide current evidence when requested.

You must immediately notify AnQ of any material change, cancellation, expiry or restriction affecting required insurance.

21. Licences and Legal Compliance

You are responsible for obtaining and maintaining all licences, registrations, permits and authorisations required for your business and services.

You must comply with applicable:

• transport laws;
• health and safety requirements;
• employment laws;
• insurance requirements;
• consumer protection laws;
• environmental requirements;
• data protection laws; and
• other relevant legislation.

22. Subcontracting

You must not subcontract a confirmed AnQ booking to another company without:

• the customer's knowledge where appropriate; and
• compliance with AnQ's applicable requirements.

Any subcontractor used must be appropriately qualified, insured and legally authorised.

You remain responsible for the services provided by your subcontractors.

23. Customer Complaints

You must respond promptly and professionally to customer complaints.

You must cooperate with AnQ where AnQ is assisting with a complaint.

You must provide requested information and evidence within the timeframe specified by the SLA.

24. Damage, Loss and Claims

You are responsible for handling claims arising from physical moving services you provide, subject to applicable law, your contractual terms and insurance.

You must cooperate with AnQ when it assists with a customer complaint or dispute.

You must not discourage a customer from exercising legitimate legal or insurance rights.

25. Partner Performance

AnQ may monitor Partner performance using information such as:

• quotation response times;
• booking acceptance;
• cancellations;
• no-shows;
• customer reviews;
• complaints;
• communication;
• service failures;
• repeat business;
• response rates; and
• other relevant performance indicators.

Performance information may be used to determine:

• Partner status;
• enquiry allocation;
• platform visibility;
• eligibility for programmes;
• warnings;
• suspension; or
• termination.

26. Service Level Agreement

You agree to comply with the AnQ Partner Service Level Agreement.

The SLA may specify requirements relating to:

• enquiry response time;
• quotation turnaround;
• customer communication;
• booking confirmation;
• cancellation;
• attendance;
• complaints;
• documentation; and
• service quality.

The SLA forms part of your contractual obligations to AnQ.

27. Partner Code of Conduct

You agree to comply with the AnQ Partner Code of Conduct.

This includes requirements relating to:

• honesty;
• professionalism;
• customer treatment;
• quotation transparency;
• communication;
• safety;
• discrimination and harassment;
• review manipulation;
• misuse of customer data; and
• protection of AnQ's reputation.

28. Partner Handbook

The AnQ Partner Handbook provides operational guidance and procedures.

You agree to comply with mandatory requirements identified in the Handbook.

AnQ may update the Handbook periodically to improve Platform operations and customer experience.

29. Reviews and Ratings

You must not:

• create fake customer reviews;
• ask customers to submit misleading reviews;
• manipulate ratings;
• threaten customers over negative reviews;
• offer prohibited incentives for positive reviews; or
• interfere with the integrity of AnQ's review system.

AnQ may investigate suspected review manipulation.

30. Brand and Marketing

You may identify yourself as an AnQ Channel Partner only in accordance with AnQ's branding guidelines.

You must not:

• imply that you own AnQ;
• represent yourself as AnQ;
• use AnQ trademarks without permission;
• create misleading AnQ-branded websites or social profiles;
• make unauthorised claims about AnQ; or
• use AnQ's brand after your Partner relationship has ended.

31. Confidentiality

You must keep confidential information obtained through AnQ confidential.

This includes:

• customer information;
• pricing information;
• Partner information;
• AnQ commercial terms;
• Platform information;
• technical information;
• business strategies; and
• non-public operational information.

32. Data Protection

Where you receive customer personal data through AnQ, you must:

• use it only for legitimate purposes;
• keep it secure;
• limit access to authorised personnel;
• not sell or misuse it;
• not retain it longer than necessary;
• notify AnQ promptly of relevant data breaches; and
• comply with applicable data protection law.

33. Confidential Customer Information

You must not use AnQ customer information to build your own independent database for purposes unrelated to the relevant booking.

After a transaction ends, you must retain information only where required for:

• legal obligations;
• insurance;
• accounting;
• legitimate dispute handling; or
• another lawful purpose.

34. Platform Fees

You agree to pay AnQ all fees properly due under the Commercial Schedule.

Applicable fees may include:

• marketplace fees;
• subscription fees;
• technology fees;
• additional services;
• promotional programmes; or
• other charges expressly agreed with you.

The applicable commercial terms will be provided before they become effective.

35. VAT and Taxes

You are responsible for your own:

• VAT obligations;
• corporation/income taxes;
• payroll taxes;
• National Insurance;
• accounting obligations; and
• other tax liabilities.

Where a quotation is required to include VAT, the Partner must provide the quotation on the appropriate basis and must not add VAT unexpectedly after acceptance.

36. Records

You should maintain appropriate records relating to AnQ bookings, including:

• quotations;
• booking confirmations;
• invoices;
• customer communications;
• service records;
• complaints;
• claims; and
• relevant insurance information.

AnQ may request reasonable evidence where required to investigate a dispute or compliance issue.

37. Audits and Checks

AnQ may conduct reasonable checks of Partner information and documentation.

You agree to cooperate with reasonable requests relating to:

• insurance;
• identity;
• licences;
• customer complaints;
• service failures;
• data protection;
• fraud;
• or other compliance concerns.

38. Suspension

AnQ may temporarily suspend a Partner where reasonably necessary because of:

• suspected fraud;
• expired insurance;
• serious customer complaints;
• repeated cancellations;
• no-shows;
• serious misconduct;
• data protection concerns;
• safety concerns;
• inaccurate information;
• failure to comply with the SLA; or
• other serious breaches.

Where appropriate, AnQ will provide an explanation and an opportunity to respond.

39. Termination

Either party may terminate the Partner relationship in accordance with the applicable agreement.

AnQ may terminate immediately for serious matters including:

• fraud;
• deliberate customer deception;
• serious misconduct;
• falsified documents;
• unlawful activity;
• serious safety breaches;
• misuse of customer data;
• deliberate fee circumvention; or
• material breach that remains unresolved.

Termination does not remove obligations that are intended to survive termination.

40. Effect of Termination

After termination:

• you must stop representing yourself as an AnQ Partner;
• access to the Platform may be disabled;
• outstanding bookings must be dealt with in accordance with AnQ's instructions;
• customer information must be handled appropriately;
• AnQ branding must no longer be used; and
• outstanding financial obligations remain payable.

41. Limitation of AnQ's Role

AnQ provides the Platform and marketplace services.

Unless expressly stated otherwise, AnQ does not control:

• your employees;
• your vehicles;
• your equipment;
• your working methods;
• your insurance;
• your subcontractors; or
• the physical performance of your moving services.

You remain responsible for the services you provide to customers.

42. Indemnity

You agree to compensate AnQ for losses, claims, costs or expenses arising from your:

• breach of these Terms;
• unlawful conduct;
• misuse of customer information;
• infringement of third-party rights;
• fraudulent activity;
• failure to maintain required insurance;
• physical services provided by you; or
• deliberate or negligent misconduct,

to the extent permitted by applicable law.

43. Changes to Partner Terms

AnQ may update these Partner Terms, SLA, Handbook or Code of Conduct where reasonably necessary to:

• improve Platform operations;
• introduce new services;
• address regulatory changes;
• improve customer protection;
• address security risks; or
• change commercial arrangements.

Where changes materially affect your obligations, AnQ will provide appropriate notice.

44. Confidentiality After Termination

Confidentiality and data protection obligations continue after termination where appropriate.

45. Governing Law

These Partner Terms will be governed by the law of Scotland, unless otherwise agreed in writing.

The Scottish courts will have jurisdiction, subject to any mandatory legal requirements applicable to the parties.

46. Contact