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Additional Service Levels

(Applicable only to the Transport Supplier carrying out the Job for the Key Account)

Overview

Movex shall use reasonable endeavours to provide support to the User designated by Movex as a key account on the Platform – (Key Account). The Following additional Service Levels shall apply when the Transport Supplier carries out a Job for the Key Account.

In case of any conflict between this Schedule and any other Schedule on the Website, this Schedule shall apply.

1. Admin support

  • Movex shall act as the point of contact for the Key Account for all Job related

 

Movex may be contacted by:

UK.movex-admin@coxautoinc.com or

Phone: 0208 551 1060

  • Any email communication received on a non Business Day or after 5:00PM on a Business Day shall be deemed received on the next Business Day.
  • Movex shall be the first point of contact for the Transport Supplier carrying out a Job for any Key The Transport Supplier shall contact the Key Account only when Movex customer service representative is not contactable as provided in the paragraphs below.

2. Collection and delivery

  • The Transport Supplier may be asked to confirm the expected delivery time to the User on the

 

Pre –collection contact

  • The Transport Supplier shall, at least 24 hours prior to the collection date, contact the User as described below to obtain confirmation that the Vehicle shall be available for collection. If the Job is accepted on the same day as the collection day, then the Transport Supplier shall contact the User immediately.
  • The Transport Supplier shall contact the User using the contact details provided under the Job listing on the Platform and record the name of the individual and time of
  • If the User cannot be contacted, the Transport Supplier shall record the time when contact was made and if any message (including email/voice message) was left.

3. Accidents and Damage

  • Movex shall inform the Key Account of any accident or damage to a Vehicle as soon as reasonably
  • Movex shall liaise with the Transport Supplier and insurers to agree how a claim shall be dealt
  • Movex shall prepare a full accident report and carry out any investigation
  • Where Transport Supplier has accepted fault, Movex shall liaise with the Transport Supplier and the insurers to settle a
  • Where a third party is at fault, Movex shall liaise with insurers to pursue recovery on behalf of the relevant Key
  • Movex shall monitor the claims process until
  • If damage to a Vehicle occurs and the Transport Supplier (a) accepts; (b) is liable; or (c) disputes liability, then Movex reserves the right to withhold any and all fees for the Job to which the damage relates.