Terms of Service

These Terms of Service ("Terms") govern access to and use of the ReloOps platform, operated by ReloOps ("ReloOps", "we", "us", or "our"). By registering for or using the platform, you ("Subscriber") agree to be bound by these Terms.

ReloOps is a software-as-a-service (SaaS) platform providing tools for removal and relocation companies operating in the UK, Ireland, and the EU corridor. Our platform covers AI-powered video surveying, job management, customs declaration preparation, driver workflows, storage management, and client communications.

ReloOps is a technology provider. We do not provide customs brokerage services, legal or tax advice, freight forwarding, or physical removal services.

ReloOps provides software tools that assist Subscribers in preparing, reviewing, and submitting Transfer of Residence (ToR) declarations and other customs documentation to HMRC Customs Declaration Service (CDS) and Irish Revenue Automated Import System (AIS). ReloOps acts solely as a conduit between the Subscriber and the relevant customs authority.

We are not a Customs Freight Simplified Procedures (CFSP) holder, a customs agent, or a representative of any kind before HMRC, Irish Revenue, or any other authority. We do not advise on tariff classification, commodity codes, duty relief eligibility, or regulatory compliance. Any AI-generated suggestions provided by the platform (including HS/commodity code recommendations) are informational aids only and do not constitute professional customs or legal advice.

Subscribers are solely responsible for the completeness, accuracy, and legal compliance of all declarations and documents submitted through the platform.

Each Subscriber is responsible for:

• Ensuring the EORI number entered into the platform is correctly assigned, valid, and authorised for use on the relevant declaration
• Verifying that the declarant has the legal right to use the EORI number provided
• Ensuring all goods described in a declaration accurately reflect the actual household effects or personal property being moved
• Understanding and complying with Transfer of Residence relief eligibility criteria under HMRC Notice 3 and Irish Revenue guidelines
• Retaining copies of all submitted declarations and supporting documentation in accordance with applicable record-keeping requirements
• Correcting any errors in submitted declarations by contacting the relevant customs authority directly — ReloOps cannot amend accepted submissions on your behalf

ReloOps does not independently verify the accuracy or eligibility of declarations. Approval or rejection of a declaration is at the sole discretion of the relevant customs authority. ReloOps is not liable for any rejected declarations, delayed clearances, assessed duties, penalties, or enforcement action arising from declarations submitted through the platform.

Where ReloOps's integration connects to HMRC CDS or Irish Revenue AIS on behalf of a Subscriber, this connection is made using credentials and authorisations provided by the Subscriber. The Subscriber remains the declarant of record.

The ReloOps platform provides Subscribers with:

• Visual Inventory & Survey tools — AI-assisted video surveys (self-service, guided, and on-site driver modes) that generate room-by-room inventories and automated quote PDFs
• Job Management — scheduling, crew and vehicle assignment, client portal, digital e-signatures, and MovePass digital documentation
• Customs Hub — Transfer of Residence declaration preparation, document collection, AI-assisted commodity classification, and submission to HMRC CDS and Irish Revenue AIS (Pro and Enterprise plans)
• Driver App — on-site surveying, proof-of-delivery workflows, and mobile customs pass (Pro and Enterprise plans)
• Storage Hub — unit management, occupancy tracking, and automated client billing (Pro and Enterprise plans)
• Analytics & Reporting — usage dashboards and operational reports (Pro and Enterprise plans)

Feature availability varies by plan. Current plan features and limits are set out on our Pricing page.

ReloOps uses AI technologies, including Google Gemini Vision, to process video footage and images submitted through the platform. This enables automated room surveys, item detection, volume estimation, and commodity code suggestions.

You acknowledge that:

• AI-generated outputs are suggestions only. They must be reviewed and verified by the Subscriber before use in a quote, declaration, or client-facing document
• AI item detection and HS/commodity code suggestions do not constitute customs classification advice and may be incorrect
• Video and image data submitted for AI processing is handled in accordance with our Privacy Policy
• AI processing credits (survey rooms processed) are allocated per plan per calendar month and reset on your billing date. Unused credits do not roll over
• ReloOps applies monthly usage caps to AI processing features. You will receive an alert at 80% of your monthly allowance. Processing will be paused at 100% until your next billing period or you upgrade your plan

To use ReloOps as a Subscriber, you must:

• Be a registered business operating in the removals, relocation, storage, or freight industry
• Provide accurate and complete registration information, including a valid business email address
• Maintain the security of your account credentials and ensure only authorised staff access the platform
• Accept responsibility for all activities carried out under your account

End-users (clients of Subscribers) access the platform via invitation links issued by Subscribers and must provide accurate personal information for customs documentation purposes. Subscribers are responsible for obtaining appropriate consent from their clients before processing their personal data through the platform.

Access to ReloOps is provided on a subscription basis. Subscriptions are available on monthly or annual billing cycles. Annual subscriptions are offered at a discount as shown on the Pricing page.

• Subscription fees are charged in advance at the start of each billing period via Stripe
• Fees are non-refundable except where required by applicable law
• We reserve the right to modify pricing with at least 30 days' notice. Changes will not affect your current billing cycle
• Failure to pay results in a 3-day grace period after which access to AI processing and customs features will be suspended until payment is resolved
• Plan limits (including customs declarations per month and AI survey processing credits) reset on your monthly billing date and do not roll over
• Plan limits apply per Subscriber account, not per individual staff user
• Upgrades take effect immediately and are prorated for the remainder of the billing cycle. Downgrades take effect at the next billing date

The Pro plan includes 10 customs declarations per month — consistent with industry-standard allowances for small to medium removal companies operating the UK–Ireland corridor. Additional declarations beyond your plan allowance require an upgrade.

New Subscribers are eligible for a 14-day free trial with access to full Pro-level features. No credit card is required to start a trial.

• Each business is entitled to one free trial
• Trial AI processing credits are limited as described on the Pricing page
• At the end of the trial, access continues on a paid plan if you have subscribed, or is suspended if you have not
• We will send reminder notifications before your trial expires
• Data created during a trial is retained for 30 days after expiry to allow export

As a Subscriber, you agree to:

• Use the platform only for its intended lawful purposes in connection with legitimate removal, relocation, or storage operations
• Ensure the accuracy of all data entered or submitted through your account, including goods descriptions, values, weights, and client personal information
• Review all AI-generated outputs before incorporating them into quotes, declarations, or client communications
• Obtain appropriate consent from clients before collecting their personal data via the platform's client-facing portals
• Comply with all applicable customs, tax, data protection, and consumer protection laws in all jurisdictions in which you operate
• Ensure staff accounts are used only by individuals employed or contracted by your business
• Notify us promptly of any security breach or suspected unauthorised access to your account
• Not attempt to circumvent plan limits or access features not included in your plan

You must not use the platform to:

• Submit false, fraudulent, or misleading declarations to any customs authority
• Facilitate the movement of prohibited or restricted goods
• Process personal data of individuals without their knowledge or consent
• Reverse-engineer, decompile, or copy any part of the platform
• Resell or sublicense the platform itself
• Introduce malware, conduct automated scraping, or interfere with platform infrastructure

We reserve the right to suspend or terminate accounts that breach these provisions without notice.

The ReloOps platform — including its software, design, AI models, workflows, logos, and documentation — is the exclusive intellectual property of ReloOps and is protected by copyright, database rights, and other applicable laws. Your subscription grants you a limited, non-exclusive, non-transferable, revocable licence to use the platform for its intended purpose during the term of your subscription.

You retain full ownership of all data you or your clients submit to the platform. By using ReloOps, you grant us a limited licence to process this data solely to provide our services, as described in our Privacy Policy. We do not use your client data to train AI models or share it with third parties for marketing purposes.

ReloOps acts as a Data Processor on behalf of Subscribers (Data Controllers) as defined under UK GDPR and EU GDPR. Our full data processing practices, retention periods, and your rights as a data subject are set out in our Privacy Policy.

Subscribers are responsible for ensuring they have a lawful basis for collecting and processing their clients' personal data through the platform, and for providing clients with appropriate privacy notices.

Video footage, photographs, and audio recorded during surveys are processed by our AI pipeline and stored securely. Retention periods are governed by your plan and our data retention policy.

To the maximum extent permitted by applicable law:

• ReloOps shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the platform
• Our total aggregate liability shall not exceed the total fees paid by you in the 12 months immediately preceding the event giving rise to the claim
• We are not liable for customs duties, penalties, fines, enforcement action, or any other loss arising from declarations submitted through the platform
• We are not liable for rejection of declarations by HMRC, Irish Revenue, or any other customs authority
• We are not liable for losses arising from inaccurate, incomplete, or fraudulent data provided by you, your staff, or your clients
• We are not liable for platform unavailability caused by third-party API failures (HMRC, Irish Revenue, Stripe, Daily.co, Google)
• We are not liable for the accuracy of AI-generated commodity codes, item descriptions, or volume estimates

Nothing in these Terms limits our liability for fraud, fraudulent misrepresentation, death or personal injury caused by our negligence, or any other liability that cannot be excluded under applicable law.

We aim to provide 99.9% platform uptime but do not guarantee uninterrupted service. The platform depends on third-party services including Google Cloud, Stripe, HMRC APIs, and Irish Revenue APIs, the availability of which is outside our control.

Planned maintenance will be communicated in advance where possible. In the event of a third-party API failure (e.g. HMRC CDS or Irish Revenue AIS being unavailable), declarations may be queued and submitted when the service resumes. We will communicate known outages via the platform dashboard and email.

Either party may terminate the subscription at any time. Cancellation takes effect at the end of the current billing period and you retain access until that date.

We may suspend or terminate your access immediately and without prior notice if:

• You breach any material provision of these Terms
• We reasonably suspect fraudulent use of the platform
• Your account is used to submit knowingly false or fraudulent declarations
• Required by applicable law or a competent authority

Upon termination, your access will cease. Your data will be retained for 30 days to allow export, after which it will be securely deleted in accordance with our data retention policy, except where retention is required by law.

We may update these Terms from time to time to reflect changes in our services, applicable law, or best practice. Material changes will be communicated by email and/or platform notification at least 14 days before taking effect.

Continued use of the platform after the effective date of updated Terms constitutes your acceptance. If you do not accept updated Terms, you should cancel your subscription before the effective date.

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your rights under applicable consumer protection laws in your jurisdiction.

Where you are based in Ireland or another EU member state, nothing in these Terms affects your rights under EU consumer or business protection legislation.

For questions about these Terms or to report concerns:

ReloOps · England and Wales