Smoves Service — Terms and Conditions
Legal Business Name: Smoves di Francesco Nigro
VAT No.: 14838460963
Registered office: Viale Bligny 19A, 20136 Milan (MI), Italy
Contact: info@smoves.it
Website: www.smoves.it
Last updated: 26 September 2026
Table of contents
1. Identity of the provider
2. Definitions
3. Scope and description of the Service
4. Quote, booking and conclusion of the contract
5. Prices, payment, automatic charges, refunds
6. Withdrawal, termination and rescheduling
7. Customer's obligations and declarations
8. Prohibited items and items admitted subject to conditions
9. Pickup, Report and taking into custody
10. Redelivery, Report and non-attendance
11. Retention, sale and abandoned goods
12. Liability limits and complaints
13. Suspension of the service
14. Prevailing language
15. Data and privacy
16. Amendments to the Contract
17. Applicable law, forum and ADR
18. Business Customers
Annex A — Prohibited items
Annex B — Items admitted subject to conditions
1. Identity of the provider
1.1 The Smoves Service is provided by:
Smoves di Francesco Nigro — sole proprietorship;
VAT No.: 14838460963;
Registered office: Viale Bligny 19A, Milan, MI, 20136;
Contact email: info@smoves.it;
Website: www.smoves.it.
2. Definitions
2.1 For the purposes of these T&C:
Customer: the Consumer or the Business Customer who has entered into this Contract. Where a clause refers to both indifferently, the term Customer is used.
Consumer: the natural person acting for purposes outside any business, commercial, craft or professional activity that may be carried out, pursuant to art. 3, lett. a), of Italian Legislative Decree 206/2005.
Business Customer: the natural or legal person acting in the exercise of their business, commercial, craft or professional activity. The differentiated regime under art. 18 applies to the Business Customer.
Service: the collection of the Customer's Goods at home, their storage in a Space and their redelivery at home, together with any Ancillary Services requested, within the territory of the Municipalities served by Smoves and indicated on the website.
Goods: the furniture, appliances, boxes and any other item that the Customer entrusts to Smoves and that Smoves takes into custody.
Package: each unit in which the Goods are taken into custody and identified: a box or other container sealed by the Customer, or a single item not boxed (for example a piece of furniture, an appliance, a mattress).
Space: the storage area, expressed in square metres, that Smoves reserves to the Customer for the custody of their Goods, in premises available to Smoves or to third-party depositaries it makes use of. The Space does not grant the Customer any right of access to the storage premises: the movement of Goods in and out is carried out exclusively by Smoves or its auxiliaries.
Pickup: the taking into custody of the Goods by Smoves at the address indicated by the Customer.
Redelivery: the return of the Goods to the Customer at the agreed address. It is Full when it concerns all the stored Goods, Partial when it concerns only some of them.
Ancillary Services: services other than transport and storage that the Customer may request and that are indicated, with their consideration, in the quote or in the booking confirmation: for example, porterage on stairs/floors, disassembly and reassembly of furniture, packing assistance, supply of packaging material, handling of bulky items.
Inventory: the list of Packages taken into custody, with their description and any photographs, which Smoves draws up at Pickup, updates at every movement and makes available to the Customer in the reserved area.
Pickup Report and Redelivery Report: the documents, drawn up in duplicate and signed by the Customer or their delegate and by the operator, that respectively evidence the taking into custody and the return of the Goods, pursuant to artt. 9 and 10.
Fee: the monthly consideration payable in advance for the custody of the Goods in the Space, in the amount indicated in the booking confirmation.
Billing Period: the storage month to which the Fee relates. The first Period runs from the day of Pickup and ends on the day before the day of the following month bearing the same number as the day of Pickup; each subsequent Period runs from the following day. Where the following month does not contain a day of the same number, the Period ends on the last day of that month.
Minimum Term: the minimum storage duration the Customer undertakes to observe in order to obtain a tariff discount, indicated together with the discount in the booking confirmation. Absent such indication, storage carries no Minimum Term.
Stored Payment Method: the credit, debit or prepaid card that the Customer registers on the platform and that Smoves retains, through Stripe, in order to execute the charges authorised under art. 5.4.
Insurance: the maximum aggregate compensation cap that Smoves contractually undertakes to pay the Customer for Damage occurring during the storage period, in the amount chosen by the Customer under point 12.2. It does not concern transport, for which point 12.12 applies.
Label: unique identification code applied by Smoves to each Package at Pickup for identification and traceability purposes.
Damage: total or partial loss, theft, deterioration or impairment of the stored Goods.
Complaint: formal communication through which the Customer contests Damage or a breach by Smoves.
3. Scope and description of the Service
3.1 Smoves offers, for consideration, a home storage service: it collects the Goods at the address indicated by the Customer, stores them in a Space measured in square metres and redelivers them back at home, within the territory of the Municipalities served by Smoves and indicated on the website, on the date and within the time slot agreed.
3.2 The Contract has a mixed nature of deposit (artt. 1766 et seq. of the Italian Civil Code), transport and related services. The provisions of the Italian Civil Code on deposit and on the transport of goods apply, to the extent compatible, together with the mandatory rules for consumer protection.
3.3 The Service is aimed at private individuals, students, professionals and businesses.
3.4 Ancillary Services. The consideration for Pickup and for Redelivery includes the loading and unloading of the Goods at street level and their transport. Porterage on stairs/floors, disassembly and reassembly of furniture, packing assistance and the handling of bulky items are Ancillary Services: Smoves performs them only if requested by the Customer and indicated in the quote or in the booking confirmation, at the consideration stated therein. Porterage is calculated at an hourly rate per person, for the number of people and the time indicated in the quote. Ancillary Services requested on site and not quoted in advance are performed only if the operator is able to do so, at the tariffs published on the website.
3.5 The Service never includes: disconnecting or connecting appliances and equipment to water, electricity or gas supplies; building, plumbing or electrical work; disposal of waste or of goods not intended for storage; the transport of persons or animals.
3.6 Smoves may supply, on request and subject to availability, packaging material under the conditions indicated on the website.
3.7 Weight limits. No box may exceed 20 (twenty) kilograms, as it is handled by a single person. Items weighing more than 25 (twenty-five) kilograms, or that a single person cannot safely carry, must be declared by the Customer at the quote or booking stage, so that Smoves can deploy suitable staff and vehicles. Boxes exceeding the limit and undeclared items may be refused at Pickup or accepted subject to the surcharge under point 9.6.
3.8 Continuing relationship. Storage is a relationship of indefinite duration: it renews automatically month by month and continues until Full Redelivery of the Goods, in accordance with artt. 5 and 6.
3.9 Access to the Goods. The Customer has no access to the storage premises. During storage the Customer may have the Goods returned, in whole or in part, by requesting a Redelivery under art. 6.3, and may entrust further Goods by requesting an additional pickup, within the limits of the Space booked or subject to its adjustment.
3.10 Auxiliaries. Smoves may make use, for the performance of the Service, of carriers, porterage firms and third-party depositaries of its choosing, for whose conduct it is liable to the Customer under art. 1228 of the Italian Civil Code, within the limits set out in art. 12. Smoves may move the Goods between suitable premises in its own availability or in that of such parties, maintaining traceability and integrity.
3.11 Smoves does not issue a warehouse warrant or pledge note. The Inventory and the Reports are not documents of title to the Goods and are not transferable.
4. Quote, booking and conclusion of the contract
4.1 Booking takes place through the website www.smoves.it, or by acceptance of a quote that Smoves sends the Customer in writing following a request made by phone, email or chat. The Customer indicates the date and the Pickup address and, if known, the Redelivery address, the Goods to be stored, the access conditions at the premises (floor, lift, distance from the parking point, restricted traffic zones) and the Ancillary Services requested. Pickup and Redelivery take place within the agreed time slot, within Smoves' daily operating window indicated on the website.
4.2 The quote and the price shown on the website are calculated on the basis of what the Customer has declared. They are binding on Smoves provided that the Goods, the access conditions and the services actually requested correspond to what was declared; otherwise points 9.5 and 9.6 apply.
4.3 The Customer accepts these Terms and Conditions by ticking the mandatory checkbox in the booking procedure, pursuant to art. 25 of EU Regulation No. 910/2014 (eIDAS). Where the booking is registered by a Smoves operator on the Customer's behalf, following acceptance of a quote, the Terms and Conditions are sent to the Customer by email with the booking confirmation and are signed by the Customer, together with the clauses subject to specific approval, in the Pickup Report, where the Customer is present at Pickup.
4.4 The Contract is concluded when Smoves confirms the booking, sent by email to the address indicated by the Customer. No payment is due at booking, save for the case set out in art. 5.5, letter a), for bookings made less than five working days before the Pickup date: the Customer registers the Stored Payment Method under art. 5.3 and charges take place at the times set out in art. 5.5.
4.5 Smoves records and retains, for evidentiary purposes: the booking code, the Customer's identification data, the date and time of acceptance, the IP address, the version of the document accepted, as well as the signed Reports.
4.6 Durable medium. With the booking confirmation Smoves sends the Customer, at the email address indicated, a summary of the booking data and a link to the PDF copy of these Terms and Conditions in the version accepted, pursuant to art. 51, paragraph 7, of Italian Legislative Decree 206/2005. All versions of the contractual documents remain available for consultation and download from the "Contractual Documents" page of the website. At Pickup the Customer receives a copy of the Pickup Report.
4.7 The Customer is responsible for the accuracy of the data provided and for promptly reporting any changes. The Customer declares to be of legal age.
4.8 Smoves may refuse, suspend or cancel a booking, even after confirmation, where the data provided is incomplete, inaccurate or unverifiable, where there is a suspected breach of these T&C, where staff, vehicles or space are unavailable for reasons not attributable to Smoves, for security needs or in the event of force majeure. In such cases Smoves refunds the Customer any amounts received and not yet accrued, under point 6.6, excluding any further compensation, save in cases of wilful misconduct or gross negligence.
5. Prices, payment, automatic charges, refunds
5.1 The consideration for the Service is determined on the basis of the tariffs published on the website at the time of booking, or of the quote accepted by the Customer, and consists of: (i) the monthly Fee, based on the area of the Space; (ii) the consideration for Pickup and for Redelivery, based on distance, the Goods and the access conditions, net of any discount linked to a Minimum Term; (iii) any Insurance supplement under point 12.2, due for each Billing Period; (iv) any Ancillary Services, packaging material and calendar surcharges requested. Prices on the website may be shown net of VAT, marked "+ VAT"; the total price including VAT is in any case shown to the Consumer in the summary preceding confirmation of the booking and in the confirmation itself.
5.2 Payment is made exclusively by credit card, debit card, prepaid card or other electronic instruments accepted by the Stripe platform. Smoves does not receive or retain the complete data of payment instruments, which are managed directly by Stripe in an environment compliant with PCI DSS standards. Operators carrying out Pickup and Redelivery are not authorised to receive cash payments.
5.3 Obligation to maintain a valid payment method. The Customer must register a valid Stored Payment Method when the Contract is concluded and keep it valid and up to date for the entire duration of the Contract, promptly replacing it from the reserved area in the event of expiry, loss, blocking or replacement by the issuer. Smoves notifies the Customer, at the email address indicated, of the imminent expiry of the registered card and of the failure of a charge.
5.4 Standing authorisation to charge. By accepting these T&C the Customer authorises Smoves, including through Stripe, to instruct the institution that issued the Stored Payment Method to charge the amounts due under the Contract, on the terms of this article. Charges may be executed even in the Customer's absence and without any further action on their part (off-session charges). The authorisation covers exclusively the amounts due under the Contract and does not allow Smoves any other use of the Stored Payment Method. Smoves retains a copy of the Customer's acceptance, with date, time, IP address and version of the document accepted, pursuant to art. 4.5.
5.5 Timing and frequency of charges. Charges are executed on the following schedule:
a) first charge: on the fifth working day preceding the agreed Pickup date, for the amount due at booking (consideration for Pickup, first Fee, Ancillary Services, packaging material and any calendar surcharges). Where fewer than five working days elapse between the booking and the Pickup date, the first charge is executed at the time of booking;
b) recurring charges: on the first day of each Billing Period after the first, for the Fee of that Period and for any Insurance supplement. Recurring charges continue month by month until Full Redelivery of the Goods;
c) occasional charges: on the date on which the relevant service is requested or performed, for Redelivery, additional pickups, changes to the Space, Ancillary Services, the surcharges under points 9.5 and 9.6, as well as for amounts due by way of settlement, penalty, interest and expenses under artt. 6, 10 and 11.
Smoves notifies the Customer, at the email address indicated, of each charge executed and makes the receipt available in the reserved area.
5.6 Determination of the amount. The amount of each charge is determined as follows:
a) the Fee is the one indicated in the booking confirmation for the area of the Space, and may be changed only in the cases under letter d) and under art. 16;
b) the Insurance supplement is determined based on the cap chosen by the Customer under point 12.2 and is due for each Billing Period in which Insurance is active;
c) the consideration for occasional services is the one published on the website on the date of the request, or the one stated in the quote accepted by the Customer;
d) the amount of the Fee is adjusted where the Space actually occupied by the Goods differs from the one booked, under point 9.5, and, with effect from the following Billing Period, where the Customer requests a Partial Redelivery or an additional pickup that changes the Space occupied. The adjustment is notified to the Customer before the relevant charge.
Any change to the recurring amount is notified to the Customer by email before the relevant charge.
5.7 Revocation of the authorisation. The Customer may revoke the authorisation under point 5.4 at any time, directly from the reserved area on the website, free of charge and without giving reasons. Revocation takes immediate effect on subsequent charges.
Revocation of the authorisation does not terminate the Contract and does not extinguish obligations already arisen: the Customer remains liable for the Fee of each Billing Period until Full Redelivery, as well as for any other amount accrued. Following revocation, Smoves requests payment of each amount due by means of an individual payment link sent by email, to be settled by the due date stated therein. To terminate the Contract the Customer must request Full Redelivery under art. 6.3.
5.8 Amounts that may be charged to the Stored Payment Method. Each charge executed under point 5.4 is equal to the amount owed by the Customer, which exclusively comprises:
a) the amounts of the order accepted by the Customer, determined under point 5.6: the amount due at booking, the Fee for each Billing Period, the consideration for Redelivery, the consideration for Ancillary Services and other services requested by the Customer and the other amounts under point 5.5, letter c), with the changes provided for by these T&C;
b) further amounts agreed with the Customer before the charge, whether orally or in writing (for example by telephone, message or email), of which Smoves keeps a record.
Charges follow the schedule under point 5.5: once for the amount due at booking, monthly for the Fee, and on the date on which the service is requested or performed for occasional amounts and for those under letter b). For each charge the Customer receives an email notification, the receipt in the reserved area and the tax document under point 5.15. The Customer's right to revoke the authorisation under point 5.7 and to dispute a charge, including with their own payment institution, under point 5.13 and the law, remain unaffected.
5.9 Failed charge. Where a charge fails, due to insufficient funds, expiry or blocking of the card, failure to complete the authentication required by the issuer or any other cause not attributable to Smoves, the following procedure applies:
a) Smoves, including through Stripe, notifies the Customer by email and repeats the charge attempt over the following days, inviting the Customer to update the Stored Payment Method under point 5.3;
b) once 14 (fourteen) days have elapsed from the payment due date without the amount being paid, Smoves sends the Customer a written formal notice, and default interest is due at the statutory rate under art. 1284 of the Italian Civil Code or, in relation to a Business Customer, at the rate under Italian Legislative Decree 231/2002. Smoves may also suspend the performance of further services other than Full Redelivery;
c) once a further 14 (fourteen) days have elapsed from the formal notice without the amount being paid, Smoves may request the Customer in writing to collect the stored Goods, stating day, time and place, subject to full payment of what is due, and exercise the rights under art. 11.
The mandatory rights granted to the Consumer by law remain unaffected in any case.
5.10 Cases of refund. A refund is due to the Customer only in the following cases:
a) withdrawal by the Consumer exercised under art. 6.2, within the limits set therein;
b) a waiver by Smoves, in whole or in part, of what is due under art. 6.5, for the part waived;
c) supervening unavailability or cancellation of the booking by Smoves under artt. 4.8 and 6.6;
d) acceptance, even partial, of a Complaint under art. 12;
e) withdrawal by the Customer following a unilateral amendment of the Contract under art. 16.3, or an adjustment of the Space under point 9.5, limited to amounts already paid and not yet accrued;
f) a downward adjustment of the Space under point 9.5, for the difference.
No refund, not even partial, is provided for the Fee of the current Billing Period where Full Redelivery takes place before the end of the Period. A Customer who wishes to avoid the charge for the following Period must request Full Redelivery at least 5 (five) working days before the renewal date, under art. 6.3.
5.11 The refund is made within 14 days from the occurrence of the cause or from the notice of acceptance, on the same payment instrument used for the original payment, unless otherwise agreed. Crediting may require additional days depending on the timing of the operator or the card issuer; Smoves is not liable for delays attributable to third parties.
5.12 The refund may be partial where penalties, rescheduling costs or out-of-pocket expenses are due pursuant to artt. 6, 10 and 11.
5.13 In the event of fraudulent use of a payment instrument, chargeback, bank dispute, payment reversal or suspected fraud, the Customer must immediately contact their bank and Smoves at info@smoves.it. Smoves cooperates with Stripe and with the competent authorities in the management of chargebacks and disputes and may suspend the Service, temporarily retain the stored Goods until the dispute is resolved, and charge the Customer, where the dispute proves unfounded, the documented banking and recovery costs.
5.14 Stripe acts as a payment service provider under PSD2 and is an independent data controller for the data relating to payment transactions for anti-fraud, anti-money-laundering and accounting purposes. The Stored Payment Method is retained by Stripe, and not by Smoves, for as long as necessary to perform the Contract and in any case no longer than the revocation under point 5.7. The use of Stripe may involve the transfer of personal data to the United States of America on the basis of the instruments provided for by the GDPR. For details, see Smoves' Privacy Policy and Stripe's privacy notice.
5.15 The tax document (receipt or invoice) is issued according to the tax regime applicable to Smoves; the Customer may request a copy at info@smoves.it or view it in the reserved area on the website.
6. Withdrawal, termination and rescheduling
6.1 Scope. This article governs the Consumer's right of withdrawal, the termination of storage and the rescheduling of Pickup and Redelivery.
6.2 The Consumer's right of withdrawal. The Consumer has the right to withdraw from the Contract within 14 (fourteen) days from its conclusion, without giving reasons and without costs other than those stated below. Withdrawal is exercised by an explicit declaration sent to info@smoves.it, including by using the model form set out in Annex I, part B, of the Italian Consumer Code, or from the reserved area on the website.
Where the Consumer has expressly requested that performance of the Service begin during the withdrawal period — a request the Consumer makes by selecting a Pickup date falling within the 14 days and confirming it at booking — the Consumer shall, in the event of withdrawal, pay Smoves an amount proportionate to what has already been supplied up to the time of the communication of withdrawal, pursuant to art. 57, paragraph 3, of the Italian Consumer Code. That amount includes the consideration for Pickup, the Ancillary Services already performed and the share of the Fee corresponding to the days of storage already elapsed. A Consumer who has made that express request loses the right of withdrawal once the Service has been fully performed, pursuant to art. 59, paragraph 1, letter a), of the Italian Consumer Code.
The return of the Goods to a withdrawing Consumer takes place by means of the Redelivery service, the consideration for which is stated in the booking confirmation and is borne by the Consumer, being a service requested by them and distinct from the Contract withdrawn from.
Smoves refunds any further sum received within 14 days, using the same payment instrument, according to the timing under point 5.11.
6.3 Termination and end of storage. Storage is of indefinite duration and renews automatically for successive Billing Periods. The Customer may request, at any time and free of charge other than the consideration for Redelivery, the Redelivery of the Goods — in full or in part, with reference to some only of the stored Goods — from the reserved area on the website or by written communication to info@smoves.it. The request must be received at least 48 (forty-eight) hours before the desired Redelivery date. Partial Redelivery concerns whole Packages, as identified in the Inventory. The Contract ends, and with it any liability of Smoves relating to the Goods redelivered, upon Full Redelivery.
A request for Full Redelivery received at least 5 (five) working days before the renewal date excludes the charge for the following Billing Period. A request received after that deadline does not exclude the charge for the following Period, which remains fully due under point 5.10. Partial Redelivery does not reduce the Fee for the current Billing Period and does not exclude the charge for the following one; the reduction of the Fee takes effect from the Billing Period following the Partial Redelivery, according to the space actually occupied by the remaining Goods.
Redelivery is performed on the agreed date according to Smoves' operational availability and is conditional upon full payment of everything owed by the Customer up to that time.
Where the Customer has undertaken a Minimum Term and requests Full Redelivery before its expiry, the Customer shall pay a settlement equal to the tariff discounts and reductions granted by Smoves on the Fee, on the consideration for Pickup or on the consideration for Redelivery, whether by reason of the Minimum Term or as a commercial concession, to the extent actually enjoyed up to Full Redelivery, as stated in the booking confirmation, in subsequent communications from Smoves or in the tax documents under point 5.15. The settlement may in no case exceed the difference between what the Customer has paid and what the Customer would have paid without such discounts and reductions.
6.4 Rescheduling. The Customer may reschedule the Pickup or Redelivery date from the reserved area on the website, where that function is available, or by written communication to info@smoves.it:
a) up to 48 (forty-eight) hours before the scheduled date, the first rescheduling is free of charge;
b) from the second rescheduling onwards, and in any case for any rescheduling requested beyond the deadline under letter a), an amount equal to 30% of the consideration for the rescheduled service is due;
c) any calendar surcharges provided for by the price list for the newly chosen date remain due in any case, as do those already accrued for the original date.
Smoves may waive, in whole or in part, the amounts under letters b) and c), having regard to the circumstances of the individual case; a waiver in one case does not constitute a waiver for subsequent cases.
6.5 A booked Pickup cannot be cancelled. Once the booking is confirmed, the Pickup Service cannot be cancelled by the Customer and the related consideration, together with any calendar surcharges and Ancillary Services booked, remains fully due. A Customer who does not wish to use the Service on the scheduled date may reschedule the Pickup date under point 6.4. Failure to make the Goods available at the scheduled date and address does not give rise to any refund, and the consideration remains fully due; the setting of a new Pickup date is assessed by Smoves on a case-by-case basis, according to its operational availability, and entails the application of point 6.4, letter b).
This point does not apply to a Consumer exercising the right of withdrawal under point 6.2, to whom point 6.2 alone applies, nor to the cases under points 6.6 and 6.7. Smoves may in any case waive, in whole or in part, what is due under this point, having regard to the circumstances of the individual case; a waiver in one case does not constitute a waiver for subsequent cases.
6.6 Exceptions with full refund. The Customer is entitled to a full refund of what has been paid and not yet used only in the following cases: (i) supervening unavailability of Smoves, which is unable to perform the Service on the agreed dates and is unable to propose alternative dates accepted by the Customer; (ii) cancellation of the booking by Smoves under art. 4.8, except where the cancellation depends on a breach by the Customer (for example untrue data or breach of art. 8).
6.7 Exceptions with free rescheduling (Customer's force majeure). In the presence of a documented force majeure event that prevents the Customer from ensuring the availability of the Goods at Pickup or from being present at Pickup or Redelivery (for example: hospitalisation, serious illness, bereavement of a relative up to the second degree), Smoves allows free rescheduling of the Service on the first available dates according to operational availability, upon submission of the relevant documentation. In such cases no monetary refund is due.
6.8 How requests are made. Termination and the Redelivery request under point 6.3 and rescheduling under point 6.4 are made from the reserved area on the website or by written communication to info@smoves.it. For requests under points 6.2, 6.6 and 6.7, an operator may be contacted through chat or by communication to info@smoves.it.
7. Customer's obligations and declarations
7.1 The Customer, under their own responsibility, declares and undertakes to:
truthfully and completely describe, at the quote or booking stage, the Goods to be stored, any heavy or bulky items under point 3.7, and the access conditions at the Pickup and Redelivery premises;
prepare the Goods for transport and storage in accordance with Annex B: seal boxes with suitable material, within the weight limit; adequately protect fragile items and point them out to the operator; empty furniture and appliances; hand over appliances disconnected, clean and dry. This does not apply where packing or disassembly have been requested from Smoves as Ancillary Services;
not entrust to Smoves the goods listed in art. 8 and Annex A, of which they declare to have taken note;
truthfully declare the overall value of the Goods when selecting Insurance, acknowledging that the relevant cap is governed by art. 12;
make the Goods available at Pickup at the agreed place, date and time slot. The Customer's presence at Pickup is not required: the Goods may be handed to the operator by a delegate of the Customer (for example a family member, a flatmate, the concierge), or left in an accessible place indicated at the time of booking. Likewise, at Redelivery the Goods may be received by the Customer or by their delegate, under point 10.2. Whoever hands over or receives the Goods on the Customer's behalf signs the relevant Report, with effect towards the Customer;
obtain, where necessary, permits for access, parking and occupation of public land, and the consent of the condominium for the use of lifts and common areas;
promptly notify Smoves of any change to their contact details; communications sent by Smoves to the last email address provided by the Customer are deemed known to them;
promptly report any Damage under the complaint procedure in point 12.6.
7.2 The Customer undertakes to indemnify and hold Smoves harmless from any claim, sanction, damage or cost arising from false declarations or from breach of art. 8, including damage caused by their own Goods to persons, to the storage premises or to the goods of other customers, within the limits permitted by consumer protection law.
7.3 The Customer declares and warrants to be the owner or lawful holder of the Goods entrusted to Smoves and that they are not subject to seizures, encumbrances, pledges, attachments or third-party rights, and undertakes not to create rights in favour of third parties over the Goods for the entire duration of storage.
8. Prohibited items and items admitted subject to conditions
8.1 The Service concerns lawful, non-dangerous Goods. The Customer may not entrust to Smoves any of the items listed in Annex A. The items listed in Annex B — including fragile items, appliances, electronic devices, battery-powered devices and musical instruments — are admitted subject to the conditions stated therein. The Annexes form an integral part of these T&C.
8.2 A Customer selecting Insurance must truthfully declare the overall value of the Goods. Goods worth more than the selected cap may be stored, but compensation remains subject to the limits under art. 12.
8.3 Smoves does not open sealed boxes and does not systematically check the contents of Packages. Smoves may, however, refuse Pickup, in whole or in part, even at the time of hand-over, where:
a Package shows external characteristics incompatible with these provisions (suspicious odours, liquid leaks, dampness, mould, infestation, heat, acoustic signals, hazard labels) or manifestly inadequate packaging;
the Customer, where present, refuses to make the declarations under art. 7;
there is a concrete suspicion of breach of art. 8 and Annex A.
A refusal for any of the above reasons does not give rise to a refund of the consideration for Pickup.
8.4 Smoves may inspect a Package, even after it has already been taken into custody, exclusively in the following cases: concrete suspicion of breach; an emergency or danger to persons, things or storage environments; a request or order of the competent Authority; the need to prevent or limit imminent damage. The inspection takes place, where possible, in the presence of the Customer or upon prior notice, except in cases of urgency or an order of the Authority. A report of the inspection is drawn up, of which the Customer may request a copy.
8.5 In the event that prohibited goods are found, Smoves may, depending on the case:
return the item to the Customer, at the Customer's expense;
report the fact to the competent Authority, where required by law;
secure or dispose of the item, at the Customer's expense, if its continued presence constitutes a risk and the Customer, having been notified, does not collect it without delay, or in the event of imminent danger.
8.6 Should Smoves detect or suspect the presence of prohibited goods, it may interrupt the Service in relation to the Package concerned, isolate it, carry out security checks and inform the competent authorities. The documented costs incurred by Smoves are borne by the Customer.
8.7 Entrusting, even in part, prohibited goods constitutes a serious breach. The consequences in terms of exclusion of liability and termination of the Contract are governed, respectively, by points 12.4 and 12.11.
9. Pickup, Report and taking into custody
9.1 Risk. The risk relating to the Goods remains with the Customer until their effective taking into custody by the Smoves operator, which coincides with the loading of the Goods onto the vehicle and the drawing up of the Pickup Report.
9.2 Pickup Report. At Pickup the operator draws up, in duplicate, the Pickup Report, stating: the Customer's and the booking's details; the number and description of the Packages taken into custody; the apparent condition of the Goods and their packaging, with any reservations noted by the operator as to damage, wear or pre-existing defects; fragile or particularly valuable items reported by the Customer; the Ancillary Services performed and any surcharges under point 9.6; the Customer's declarations under art. 7. The operator may document the condition of the Goods with photographs; the photographs form part of the Report.
9.3 The Report is signed by the operator and by the Customer, or by the delegate handing over the Goods on their behalf, who receives a copy; where nobody is present at Pickup, point 9.7 applies. The Report is evidence, until proven otherwise, of the number of Packages taken into custody and of their apparent condition at Pickup. It is not evidence of the contents of boxes sealed by the Customer, nor of the working order of appliances and equipment, which Smoves does not check.
9.4 Inventory. Smoves records the Packages taken into custody in the Inventory, which the Customer may consult in the reserved area, and updates it after every additional pickup and every Redelivery. The Customer must report in writing any discrepancy between the Inventory and the Report within 8 (eight) days from the notice that makes it available.
9.5 Actual Space different from the one booked. The Space booked is estimated on the basis of the Goods declared by the Customer. Smoves measures the Space actually occupied by the Goods on their arrival in storage and, if it differs from the one booked, notifies the Customer by email within 2 (two) working days from Pickup, with photographs of the Goods placed in the Space. In that case:
a) the Fee is adjusted, upward or downward, to the tariff published on the website for the actual area, with effect from the first Billing Period; the difference is charged to or refunded to the Customer;
b) a Customer who does not wish to accept an upward adjustment may withdraw from the Contract within 14 (fourteen) days from the notice, without penalties and without a Minimum Term settlement, by requesting Full Redelivery: in that case the Customer pays the Fee for the Space booked for the actual storage period and the consideration for Redelivery. Absent withdrawal within that period, the adjustment is deemed accepted;
c) point 9.6 remains applicable for transport.
9.6 Discrepancies at Pickup, loading times and waiting. The consideration for Pickup and for Redelivery is calculated on the Goods, the access conditions and the loading times resulting from the quote or the booking. Where, for reasons not attributable to Smoves:
a) the Goods to be collected are greater in number or volume than those declared, Smoves takes them into custody within the limits of the vehicle's capacity and the time available, with adjustment of the consideration to the tariffs published on the website; for the excess Goods an additional pickup may be agreed, at the Customer's expense;
b) the access conditions differ from those declared (for example: a different floor, a lift that is absent, not working or unusable, distance from the parking point, access in a restricted traffic zone not reported) or Ancillary Services not quoted in advance are requested on site, the relevant surcharge at the tariffs published on the website is due, and Smoves may refuse to perform the service where it cannot be carried out safely with the staff and vehicles sent;
c) the operator has to wait more than 15 (fifteen) minutes from arrival within the agreed time slot, or the operations take longer than the quoted time, the excess time is charged at the porterage hourly rate published on the website, for each 30 (thirty) minute fraction and for each operator deployed. Once 30 (thirty) minutes of waiting have elapsed without the Goods having been made available, the operator may leave and point 6.5 applies.
The surcharges under this point are noted in the Report, communicated to the Customer before proceeding where the Customer is present, and charged under point 5.5, letter c).
9.7 Pickup in the Customer's absence. Where neither the Customer nor a delegate is present at Pickup, or the person present does not wish to sign the Report, the operator draws up the Report alone and documents with photographs the Goods taken into custody and their apparent condition. Smoves sends the Report and the photographs to the Customer by email by the following working day; the Report is deemed approved if the Customer does not contest it in writing within 48 (forty-eight) hours of receipt. The risk relating to Goods left unattended remains with the Customer until they are taken into custody.
10. Redelivery, Report and non-attendance
10.1 Smoves redelivers the Goods to the Pickup address or to another address indicated by the Customer within the territory of the Municipalities served. Redelivery is carried out exclusively by Smoves: the Customer may not collect the Goods from the storage premises.
10.2 The Goods are redelivered to the Customer or to the person delegated by them in writing. Absent a named delegation, Smoves is discharged by redelivering the Goods to the adult present at the address indicated by the Customer who states they are authorised to receive them; it is the Customer's responsibility to ensure that only persons authorised by them are present at the address.
10.3 Redelivery Report. At Redelivery the operator draws up, in duplicate, the Redelivery Report, stating the Packages redelivered with reference to the Inventory. The Customer, or whoever receives the Goods on their behalf, must check the number of Packages and their apparent condition and note on the Report, before signing it, any reservations as to missing Packages or visible Damage. A Report signed without reservations is evidence, until proven otherwise, of the Redelivery of all the Packages stated therein and of the absence of visible Damage, without prejudice to the 8-day complaint period under point 12.6.
10.4 In the event of unjustified refusal to sign the Redelivery Report, the operator notes the refusal on the Report and documents the Redelivery with photographs; the Report so drawn up is evidence of the Redelivery until proven otherwise. The operator may instead suspend the Redelivery, with the application of point 10.5.
10.5 Non-attendance. Where, on the agreed date and within the agreed time slot, no one is present at the Redelivery address, the address is wrong or inaccessible, or Redelivery is refused, and 30 (thirty) minutes have elapsed without effect from the operator's arrival, the Goods are taken back into storage. In that case: the consideration for the Redelivery not carried out remains due; storage continues and the Fee continues to accrue; any further Redelivery is subject to a new consideration according to the tariffs in force at the time of rescheduling. Point 9.6, letters b) and c), applies to Redelivery.
10.6 Smoves may carry out Pickup and Redelivery in more than one trip or together with the goods of other customers. Further trips are at the Customer's expense only in the cases under point 9.6, letter a).
11. Retention, sale and abandoned goods
11.1 Smoves has a right of retention over the stored Goods until full payment of any sum owed by the Customer on any basis under this Contract, and enjoys over them the lien under artt. 2756 and 2761 of the Italian Civil Code.
11.2 The right of retention is exercised only after the procedure under point 5.9 has been completed without success and upon written notice to the Customer, stating the amount due, the Goods retained and how to obtain their Redelivery. The Customer may at any time obtain Redelivery of the Goods by paying in full what is owed. During retention the Goods remain in Smoves' custody with the diligence under point 12.1, and the Fee continues to accrue.
11.3 Sale of the Goods. Where the Customer has not paid what is due 60 (sixty) days after the notice under point 11.2, Smoves may formally demand payment in writing, by registered letter with return receipt or certified email, with a copy to the email address provided by the Customer, of the debt within a term of not less than 30 (thirty) days, with a warning that, absent payment, it will proceed to sell the Goods. Once that term has elapsed without effect, Smoves may have the Goods sold in the manner provided for by artt. 2796 and 2797 of the Italian Civil Code, referred to by art. 2756, paragraph 3, of the Italian Civil Code. The proceeds are applied to the costs of sale and to Smoves' claim for principal, interest and expenses; any surplus is returned to the Customer. The Customer remains liable for the part of the debt not covered by the proceeds.
11.4 Goods with no commercial value. Goods that prove unsellable, or whose likely realisable value is lower than the costs of sale, may be donated by Smoves to non-profit organisations or disposed of in accordance with the law, once the term of the demand under point 11.3 has elapsed and at the Customer's expense. Documents and items of an evidently personal nature are kept for a further 6 (six) months at the Customer's disposal.
11.5 Abandoned goods. Goods are deemed abandoned where, the Contract having ended for any reason or the Customer having been asked to collect the Goods under points 5.9, letter c), or 12.11, the Customer does not agree Full Redelivery within 30 (thirty) days from the relevant written request and cannot be reached, or does not respond to two subsequent reminders sent to the contact details they provided. Points 11.3 and 11.4 apply to abandoned Goods; the Fee continues to accrue until sale or disposal.
11.6 The mandatory rights granted to the Consumer by law remain unaffected.
12. Liability limits and complaints
12.1 Smoves undertakes to: collect the Goods on the agreed terms; store them with the qualified professional diligence required by art. 1176, paragraph 2, of the Italian Civil Code from an operator in the sector, in suitable, closed and dry premises; maintain the traceability of each Package by means of a Label and the Inventory; redeliver the Goods in the state in which they were received, save for natural deterioration and wear not attributable to Smoves; handle Complaints in accordance with the procedure under points 12.6-12.8.
12.2 The Customer may declare, at the quote or booking stage, the overall value of the stored Goods and select the relevant available Insurance. Insurance expresses the declared value of the Goods and sets the maximum aggregate compensation cap owed by Smoves in the event of Damage occurring during the storage period, within the level chosen and stated in the booking confirmation; the obligation to compensate is assumed directly by Smoves. Subject to point 12.3, compensation shall not exceed the lower of the proven actual loss and the selected cap. For Damage occurring during transport, the different regime under point 12.12 applies. The Insurance supplement is due for each Billing Period in which Insurance is active and is charged together with the Fee. The Customer may change the selected cap from the reserved area; the change takes effect from the Billing Period following the request.
12.3 The limit under point 12.2 does not apply in the event of wilful misconduct or gross negligence of Smoves, its own or of its auxiliaries under art. 1228 of the Italian Civil Code, nor in cases where the law prohibits its application. In relations with the Consumer, any clause excluding or limiting Smoves' liability for wilful misconduct or gross negligence is deemed not to have been agreed, pursuant to art. 33, paragraph 2, lett. a), of the Italian Consumer Code.
12.4 Smoves is not liable for Damage arising from:
a) inadequate or insufficient packaging carried out by the Customer, or defects in the packaging not recognisable from the outside, pursuant to art. 1693 of the Italian Civil Code;
b) the nature or inherent defects of the Goods, wear, natural deterioration, oxidation, woodworm, mould and damp originating from Goods entrusted not clean or not dry;
c) failure of appliances, electrical and electronic equipment and musical instruments that show no detectable external Damage, and loss of data contained in media and devices;
d) disassembly carried out by the Customer or by third parties, and reassembly of furniture that, by material or construction, is not intended to be disassembled and reassembled (for example chipboard furniture already assembled several times), where the Customer has been warned of this;
e) the presence of prohibited goods under art. 8 and Annex A, or failure to observe the conditions of Annex B;
f) untrue or omitted declarations by the Customer as to the Goods and the access conditions.
Smoves is also not liable for the contents of boxes sealed by the Customer where the box is redelivered intact, nor for delays in Pickup and Redelivery due to traffic, weather events, strikes, unavailability of access to premises, administrative restrictions or other circumstances not reasonably foreseeable or avoidable with ordinary diligence. Smoves is in no case liable for indirect damage arising from the temporary unavailability of the Goods.
12.5 The exclusions under point 12.4 do not apply in the event of wilful misconduct or gross negligence of Smoves. The mandatory rules for consumer protection remain unaffected in any case.
12.6 The Customer must note on the Redelivery Report, under point 10.3, any missing Packages and visible Damage at the time of Redelivery. In any case, the Customer may submit a written Complaint to Smoves, at info@smoves.it, within 8 (eight) days from Redelivery, both for missing Packages and visible Damage not noted on the Report, and for hidden Damage, not recognisable at the time of Redelivery with ordinary diligence. Once that term has elapsed without a Complaint, the Goods are deemed redelivered intact and conforming.
12.7 The Complaint must be accompanied by photographic documentation of the Damage. The Customer must keep the damaged Good, its packaging and the Label available to Smoves for inspection, for at least 14 days from the Complaint. Failure to provide the photographic documentation requested, or the impossibility of inspecting the Damage due to the Customer, results in forfeiture of the right to complain, save as otherwise mandatorily provided by law.
12.8 In the event of acceptance, even partial, of the Complaint, the refund to the Customer of the amount recognised takes place according to the terms and timing under point 5.11, or, by agreement, by reduction or offset of the consideration for the Service if still ongoing. Compensation is assessed against the value of the Good at the time of the Damage, taking into account age and condition of use, or the cost of repair if lower. The Consumer's right to resort to ADR procedures and to the judicial Authority under art. 17.3 remains unaffected.
12.9 Smoves retains, for each Package, internal traceability (unique code, association with the booking and the Customer, movements between premises, Complaint events) and makes it available to the Customer within the limits of compliance with privacy law. The liability regime of the depositary under artt. 1768-1780 of the Italian Civil Code remains applicable except as otherwise provided.
12.10 Insurance is the value declared by the Customer and the maximum compensation cap contractually established for Damage occurring during the storage period, save for wilful misconduct or gross negligence of Smoves within the limits set by law. The obligation to compensate is assumed directly by Smoves, which performs it with its own means and not in the capacity of an undertaking authorised to carry out insurance business under Italian Legislative Decree 209/2005. For transport, point 12.12 applies.
12.11 The following constitute grounds for termination of the Contract by operation of law pursuant to art. 1456 of the Italian Civil Code, upon written notice:
breach of art. 8 (prohibited goods);
untrue declarations made during booking or under art. 7;
failure to pay the consideration, once the procedure under point 5.9 has concluded without effect.
In the event of termination the Customer must promptly agree Full Redelivery, upon payment of what is due; failing that, art. 11 applies.
12.12 Liability during transport. The Insurance under point 12.2 and the relevant cap refer exclusively to the storage (custody) period of the Goods. During transport — from Pickup at the Customer's premises to placement in storage, and from removal from storage to Redelivery to the Customer — the carrier liability regime under art. 1696 of the Italian Civil Code applies, in the amount of 1 (one) euro per kilogram of the gross weight of the Goods lost or damaged, regardless of any Insurance cap selected by the Customer. The exclusions under point 12.3 (wilful misconduct or gross negligence of Smoves or of its auxiliaries under art. 1228 of the Italian Civil Code, and cases where the law prohibits the limitation) remain in force for transport as well.
13. Suspension of the service
13.1 Smoves may temporarily suspend the performance of Pickups and Redeliveries, without any obligation to compensate, in the presence of technical, organisational, security or force majeure needs, promptly notifying the Customers concerned and rescheduling the suspended services free of charge. The custody of Goods already in storage continues.
14. Prevailing language
14.1 The official language of the Contract is Italian. Any translations are for informational purposes only and, in the event of an interpretative conflict, the Italian version prevails.
15. Data and privacy
15.1 The processing of the Customer's personal data is governed by the Privacy Policy (www.smoves.it/en/privacy); the use of cookies is governed by the Cookie Policy (www.smoves.it/en/cookies). The Customer is informed that at Pickup, during storage and at Redelivery the Goods may be photographed for the purposes of the Inventory and the management of Complaints.
16. Amendments to the Contract
16.1 Smoves may amend these T&C for regulatory, organisational or service needs, giving notice on the website. The amendments apply to bookings subsequent to their publication.
16.2 For justified objective reasons, for example: inflation, regulatory or tax changes, changes in the cost of supplies, energy, warehouse rent or transport, updates to internal operating processes, Smoves may unilaterally amend, to the extent necessary and according to a criterion of reasonableness, the Fee and the conditions under artt. 5 and 6, with effect on ongoing relationships.
16.3 The amendments under point 16.2 are notified to the Customer by email at the address associated with their account with at least 30 (thirty) days' notice before the effective date. Within that period the Customer may withdraw from the Contract without penalties and without a Minimum Term settlement, by written communication to info@smoves.it and by agreeing Full Redelivery, which takes place within the following two weeks. Absent withdrawal within that term, the amendments are deemed accepted. The Fee may not be amended before 12 (twelve) months have elapsed from the start of storage, nor more than once every 12 months.
16.4 Amendments other than those under point 16.2, if unfavourable to the Customer, do not apply to contracts already concluded without express acceptance.
17. Applicable law, forum and ADR
17.1 This Contract is governed by Italian law.
17.2 For any dispute arising from the Contract, the court of the Consumer's place of residence or domicile has exclusive jurisdiction, pursuant to art. 66-bis of the Italian Consumer Code.
17.3 The possibility of resorting to alternative dispute resolution (ADR) procedures under Part V, Title II-bis, of the Italian Consumer Code is always reserved.
17.4 Unless otherwise provided, communications between the Parties take place by email at the addresses indicated at booking and, for Smoves, at info@smoves.it. Communications requiring a qualified form are sent by registered letter with return receipt or, where available, by certified email.
18. Business Customers
18.1 The provisions of these T&C laid down for the protection of the Consumer by mandatory law do not apply to the Business Customer. In particular, in relation to the Business Customer:
a) the right of withdrawal under point 6.2, reserved to the Consumer by artt. 52 et seq. of the Italian Consumer Code, does not apply;
b) the Minimum Term settlement under point 6.3 is equal to the Fees remaining until the expiry of the Minimum Term, and not merely to the discounts enjoyed;
c) the default interest under point 5.9 is that provided for by Italian Legislative Decree 231/2002;
d) the liability limit under point 12.2 operates without the derogations provided for by art. 33 of the Italian Consumer Code, without prejudice to cases of wilful misconduct and gross negligence;
e) the Court of Milan has exclusive jurisdiction over any dispute, by way of derogation from point 17.2;
f) the forfeitures and complaint deadlines under point 12.6 apply on the terms set out therein, without prejudice to the mandatory provisions of artt. 1698 and 1787 of the Italian Civil Code;
g) prices are understood net of VAT.
18.2 A Customer who states a VAT number or a company name at booking is qualified as a Business Customer. In the event of an untrue statement, the provisions corresponding to the actual qualification apply, and the Customer's liability under art. 7.2 remains unaffected.
Annex A — Prohibited items
A.1 The Customer may not entrust to Smoves, or insert in boxes or inside furniture and appliances, the following goods:
Money and valuables: cash, foreign currency, cheques, credit notes, bearer securities, credit, debit or prepaid cards, vouchers, coupons and the like;
Jewellery and precious items: jewellery, valuable watches, precious stones and metals in any form, goldsmith items;
Original personal documents: passports, identity cards, driving licences, residence permits, wills, original educational qualifications. Private and business document archives are, however, admitted;
Batteries and battery-powered devices not in good condition: lithium batteries that are swollen, deformed, overheated, damaged, tampered with, modified or subject to a manufacturer recall, and devices containing them; loose batteries and accumulators without contact protection. Battery-powered devices in good condition are admitted under the conditions of Annex B;
Artworks, antiques and valuable collectible goods: works by named authors, antique or rare books, goods of historical or artistic interest or subject to protection under Italian Legislative Decree 42/2004, and in general goods whose value cannot be determined by ordinary market criteria. The following are, however, admitted under the conditions of Annex B: paintings, prints, mirrors and everyday furnishing items, as well as works made by the Customer themselves (for example the coursework of an art or design student); for the latter, compensation is commensurate with the cost of materials, unless the Customer has declared their value under point 12.2;
Medicines and parapharmaceutical substances;
Food and beverages, packaged or loose, and any perishable goods;
Liquids of any kind, including detergents, liquid cosmetics, paints and solvents;
Hazardous materials: flammable, explosive, oxidising, corrosive, toxic or radioactive substances, pressurised gas cylinders even if empty, fuels, fireworks, lighters;
Weapons and ammunition: proper and improper weapons, replicas, ammunition, weapon parts, items subject to a firearms licence or declaration;
Biological and organic material: live or dead animals, plants, seeds, soil, waste;
Dirty, wet, mouldy or pest-infested goods;
Motor vehicles and their parts containing fuel or oil;
Illegal substances and goods of unlawful origin: narcotics, proceeds of crime, counterfeit goods or goods subject to seizure, attachment or other restriction;
Any other goods whose possession, storage or transport is prohibited, regulated or subject to authorisation under Italian and European law.
A.2 The list is illustrative within each category and exhaustive as to the exclusion: in case of doubt as to whether an item falls within one of the categories, the Customer must seek clarification in advance at info@smoves.it.
Annex B — Items admitted subject to conditions
B.1 The following goods are admitted for storage subject to the conditions stated. Failure to observe these conditions entitles Smoves to refuse Pickup of the item under point 8.3 and excludes Smoves' liability for any resulting Damage, under point 12.4.
Fragile items (glass, ceramic, porcelain, crystal, crockery, mirrors, paintings, lamps, televisions and monitors): must be individually packed with suitable protective material, in rigid boxes marked "FRAGILE" or, for mirrors, paintings and screens, with rigid protection or corner guards over the entire surface, and must be reported to the operator at Pickup so that they are noted on the Report. The Customer may request packing from Smoves as an Ancillary Service;
Appliances (fridges, freezers, washing machines, tumble dryers, dishwashers, ovens, small appliances): must be disconnected from the utilities by the Customer, emptied, cleaned and completely dry; fridges and freezers must be defrosted and dried at least 24 hours before Pickup; washing machines and dishwashers must be emptied of residual water and, where available, fitted with drum transport locks. Smoves does not check the working order of appliances either at Pickup or at Redelivery;
Electrical and electronic equipment (televisions, monitors, computers, printers, audio systems, lamps): preferably in their original packaging, and in any case protected as fragile items. The Customer must keep a copy of any data contained in devices;
Lithium-battery devices (laptops, tablets, smartphones, consoles, cameras, drones, headphones, power banks, battery-powered tools, electric bicycles and scooters, hoverboards): admitted provided they are in good condition, that is with an original or compliant battery that is intact, not swollen, not deformed, not damaged and not tampered with. They must be handed over switched off, not in sleep mode, disconnected from the charger and preferably with a partial charge. Electric bicycles and scooters must be declared at the quote or booking stage and reported to the operator so that they are noted on the Report. Smoves may refuse Pickup of a device showing signs of battery damage; the Customer is liable under point 7.2 for damage caused by a battery not conforming to what was declared;
Musical instruments: in their own rigid case or equivalent packaging. Pianos and instruments weighing more than 25 kilograms must be declared under point 3.7;
Furniture: must be emptied of its contents; movable doors, drawers and shelves must be secured or removed. Disassembly, where necessary for transport, is the Customer's responsibility, unless requested from Smoves as an Ancillary Service;
Mattresses, sofas, rugs and textiles: clean and dry, preferably protected by suitable covers;
Bicycles, sports equipment, prams, tyres: clean and dry;
Tools and machines with combustion engines (lawnmowers and the like): with fuel and oil tanks completely emptied;
Safes, trunks and containers locked with a key: empty, or with contents conforming to Annex A;
Items weighing more than 25 kilograms or that cannot be carried by a single person: subject to declaration under point 3.7.
B.2 For Goods of particular value the Customer is invited to select Insurance with an adequate cap under point 12.2 and to report them to the operator so that they are noted and photographed on the Pickup Report.