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Terms & Condition

Please have a read of all our terms and condition as it covers everything from use of the website and booking to jobs being completed 

KPK Terms of use

Welcome to the KPK Removals® terms and conditions. These terms and conditions form the basis on which you can visit our website and use our services, both online and offline Please read them carefully as they contain important information as these conditions explain the rights, obligations, and responsibilities of all parties to this Agreement. By placing an order or making a booking, regardless of the method used to make the booking, you agree to be legally bound by these Terms and Conditions

  1. Who are KPK Removals

1.1 This site is owned and operated by KPK Removals® LTD of Suite 651, unit 3A, 34-35 Hatton Garden. London EC1N 8DX. We are a private limited company, registration number 13467006, providing delivery and removal services. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can email us at

  1. Definitions Used In These Terms.

KPK/Our/Us/We: refers to KPK Removals Limited.

KPK Quote: the quote given to you by KPK (online/telephone/email as well as whatsapp) in accordance with clause 2.5(a) together with any additional charges as set out in clause 2.5(d).

You/Your: refers to the customer taking the service

Comprehensive Inventory List: a full and complete list of all items and inventory to be transported by us or our Partners.

Comprehensive Insurance Cover: comprehensive insurance cover covers against physical loss or damage to your goods up to a value of £50,000. This can be taken out in accordance with clause 9.3.

Contract: once we have accepted your Booking Request, provided you with a Quote and you have confirmed that you wish to proceed with a Price Option given to you via email or other digital forms, a Contract is created.

Hourly Rate Job: Jobs based on a fixed hourly rate.

Partner/Partners: KPK Removals’ Partners as described in these Terms.

Services: the services provided in accordance with these Terms.

Urgent Booking: a Booking made with less than 48 hours’ notice.


  1.  What These Terms Cover.

These are our terms and conditions on which we (and our Partners) supply our Services to you as a customer.


  1. Ownership of rights


All rights, including copyright, in this website are owned by or licensed to KPK Removals.. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

  1. Damage to your computer


  1. We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.


  1. To provide increased value to our users, we may provide links to other websites or resources for you to access at your sole discretion. We are not responsible for the availability of such external sites or resources, for the privacy practices of such websites, the content of such websites, or the use to which others make of these websites or resources.

6.  Information about you and how to contact KPK

6.1 How To Contact Us.

You can contact Our Customer Care Team by:

  1. Live chat on whatsapp

  2. Telephone - 03301334535

  3. email:; or

  4. visiting the KPK Site.

6.2  How KPK Removals Will Contact You.

6.3 If we have to contact you, we will do so by telephone, in writing to the email or postal address provided in your Booking Request Form or by text message to the mobile number provided in your Contact Us Form


7. Quotation

  1. KPK Removals will supply you with a number of Price Options which shall reflect the information provided by you when completing the Booking Request Form and or a video survey. The Price Options will vary depending different variables including upon when they are requested and the desired completion date.

  2. KPK Removals will accept amendments up to 48 hours prior to the date that services are required. However, you may incur additional charges in relation to such changes. If on arrival at the address provided by you, the Partner cannot gain access to the premises and you are uncontactable by telephone (using the number provided by you on the Booking Request Form), the Partner shall be entitled at its discretion to cease provision of the Services and/or cancel the Services if you cannot be reached and access gained within the Wait Time. In this case, you shall not be entitled to receive a refund and any sums due to KPK Removals for Services that you have not yet paid for shall become immediately due and payable.

  3. For any amendments made less than 48 hours prior to the date that Services are required where we can accommodate these changes, you will incur additional charges.

  4. If we arrive at the final destination for the delivery of the goods and are unable to deliver those goods after the Wait Time then KPK Removals shall be entitled to charge a storage cost of £28-£68 per day. If after seven (7) days the goods still remain within our possession then KPK Removals shall have the right to sell such goods at any reasonable price.

  5. Additional charges may apply if the Services required and subsequently booked differ upon the arrival of the Partner.

  6. If the Services required are materially different to those in the Booking Request Form or the Video survey, the Partners shall have the right to terminate the Contract.

  7. Fees or taxes payable to any government bodies (if moving goods abroad), customs duties or port storage charges are not included in your quote. KPK Removals is not responsible for such costs.

  8. Any additional charges incurred by you under these Terms, if not already paid for by you, shall be due and payable 2 days from the date that the Services were provided.

  9. If you have any questions or wish to discuss any of the additional charges referred to in this clause, please contact our Customer Care team.

7. If KPK Removals Can Not Accept Your Booking Request.

7.1 If KPK Removals is unable to find provide the service or a Partner who will undertake the Services, or such Partner decides not to accept your Booking Request, you will be notified as soon as possible in writing or by telephone. KPK Removals will use its reasonable endeavours to try and find another Partner to undertake the Services on your behalf. Accepting your Booking Request is by KPK Removals’  and or its Partner’s discretion.

8. Services and Our Contract With You

8.1 Your Booking.

As set out above, KPK Removals will supply you with Price Options dependent on your requirements notified and declared to us. The information you provide on the Booking request form or the video survey is used as well as telephone call and email item list to produce the Price Options, any alteration to the information supplied on the Booking Request Form may subsequently alter the Price. Accepting a particular Price Option that best suits your needs and supplying KPK Removals with your payment details/ payment of deposit creates a contract between you and KPK Removals and our Partner (Contract) and grants us authority to confirm to the relevant Partner that you have accepted the Price Option and that they will undertake the Services for you at the agreed Price.

8.2 Services.

  1. The KPK Removals and or our Partners will arrive at the address provided by you and on the date agreed in your Booking or any subsequent date and time notified by you to us and KPK Removals confirm their acceptance of such change. Please note that any proposed change to the date and time that the Services are to be provided may result in a change to the Price, which will be notified to you in advance of the Services being undertaken.

  2. The Partner will load and deliver only the goods agreed in the Comprehensive Inventory List. Neither KPK Removals nor the Partner is liable for goods loaded that were not included in your Comprehensive Inventory List or for any miscalculations in relation to Volume Size or Van Size on your information sent to us.

  3. Please note that if you wish to make any changes to the Booking, including on the day that the Services are undertaken, all payments must be made to KPK Removals, our Partners are not authorised to accept any payments directly unless agreed in writing beforehand.

  4. The Partner will deliver your goods in the same condition they were in when packed or made ready for transportation. If the Partner fails under this clause 3.2(d) please see clause 8 for information on liability for loss or damage. If you (acting reasonably) believe that damage to your goods was caused by the Partner, written notification including genuine evidence of the damage and loss of value is required within three (3) days of the Services being completed. Outside of this time frame, neither KPK Removals nor the Partner is liable. Our liability and that of our Partner is determined in accordance with clause 8.

  5. The Price Options shall include moving costs, staff costs and fuel unless otherwise stated..

Where a delivery does not have a specific drop off time KPK Removals reserves the right for environmentally friendly reasons to deliver the goods in a van containing other customer goods so we limit pollution.

8.3 Services we Do Not Provide.

  1. We will not do anything to put our Partners in danger. For example, KPK Removals and our Partners will not enter any premises unless properly lit, floored and where safe access is provided.

  2. In order to adhere to permits and insurance, the Partners will not transport animals or people, unless agreed by us in writing prior to your Booking Request being accepted.

  3. The Partners will not agree to do anything where they do not have the requisite qualifications.

  4. The Partners will not transport illegal, stolen or dangerous goods. This includes goods that in our and / or our Partner’s reasonable opinion present potential danger to our vehicles and/ or staff, any other assets or goods that require specialist knowledge or equipment to transport. The Partners are within their rights to destroy, dispose of, and to charge you additional costs incurred should they transport any such goods without their knowledge. KPK Removals and its Partners shall report such goods to the relevant authorities, where required to do so.

  5. The Partners will only transport goods that require special licenses or government permissions if you have all required documentation. KPK Removals and its Partners require advance warning and agreement in writing to transport such goods. Neither KPK Removals nor its Partners will accept liability for loss or damage to any such goods and you will be liable for any loss suffered by KPK Removals or the Partners for transporting such goods without prior written agreement with KPK Removals or the Partner and/or without the knowledge. You will indemnify KPK Removals in full for any charges, expenses, damages or penalties claimed against us or Our Partners. KPK Removals or its Partners may, at our/the Partner’s sole discretion, destroy or dispose of such goods for which you will be liable for the costs.

  6. Neither KPK Removals nor its Partners will store any goods other than in accordance with clause 8.8 and clause 10 unless previously agreed in writing prior to or at the time of booking unless subsequently agreed by KPK removals in writing. Additional charges apply for storage of goods and vary depending on duration.

  7. The Partners will not dismantle or assemble any furniture unless previously agreed in writing prior to or at the time of booking or subsequently agreed by KPK Removals in writing.

  8. The Partner will not disconnect, reconnect, dismantle, or reassemble appliances, fixtures, fittings or equipment; unless previously agreed in writing prior to or at the time of booking or subsequently agreed by KPK Removals in writing.

  9. The Partners will not take up or lay any carpet or other floor covering.

  10. The Partners will not move planters and large outdoor pots unless agreed in writing prior to or at the time of booking or subsequently agreed by KPK Removals in writing.

  11. The Partners will not move any aerials or satellite dishes unless agreed in writing prior to or at the time of booking or subsequently agreed by KPK Removals in writing.

  12. For the avoidance of doubt our Partners shall not be obligated to provide the Services for in excess of 9 hours per day. It is at their discretion if they choose to do so, and subject to ensuring the safety and wellbeing of their staff and ensuring that they are only providing Services in accordance with any applicable legislation.

8.4 Additional Services

  1. The Partners may supply additional services (which must be booked through KPK Removals) which include but are not limited to; Comprehensive Insurance Cover (see clause 9), packing, disassembly and reassembly of goods, storage and enclosed transportation for vehicles. If you require additional services, these must be booked in accordance with these Terms (as set out in clause 3).

  2. For further details and to book additional services, please speak with one of our Customer Care team on 03301334535. If you decide to book such additional services, they will be covered by these Terms.

9. Customer Obligations

9.1 By entering the Contract you must comply with the following obligations. If you fail to comply with these obligations, neither KPK Removals nor the Partner is liable to you for any losses incurred.

  1. You must guarantee that all goods transported belong to you and that if anyone has legal interest in the goods, you have their permission to transport them.

  2. You must provide KPK Removals with your current telephone number and email address. If these contact details change, you must let Us know immediately. Correct and precise addresses for pickup and delivery locations are compulsory.

  3. Suitable parking arrangements for the Partner’s vehicles will be made by you, at your own expense. These include but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises. You will fully indemnify the Partner if fines or penalties are incurred because of your failure to make the above arrangements.

  4. Advise KPK Removals in advance of how many floors there are at both the pickup and delivery locations and if service lifts are available.

  5. Accessibility information for both pickup and delivery locations is compulsory at the time of Booking. This includes but is not limited to attic conversions, spiral staircases, door, and window widths.

  6. You will be present or represented upon collection, loading, unloading and delivery of your goods.

  7. Upon delivery KPK Removals will either ask you to sign an electronic proof of delivery (“POD”) or present you with a Job Sheet which sets out what goods have been collected, transported, and delivered. It is identified by the specific Job Number given to you at the time of Booking. You may be asked to sign the Job Sheet or POD as confirmation that the Services were provided to a satisfactory standard.

  8. Fridge freezers must be defrosted (KPK Removals nor its Partners are liable for their contents) and all other appliances must be completely dry with no residual fluid.

  9. All furniture must be empty unless an additional packing service, has been Booked.

  10. An accurate list of goods for transportation is required (Comprehensive Inventory List). Amendments can be made but additional charges may apply in accordance with clause 3.4.

  11. All goods must be suitably packed prior to the arrival of the Partner. A full packing service is available at an additional cost. Please visit the KPK Removals Site and/or contact our Customer Care Team for details of the additional cost.

  12. All payments must be made in accordance with this agreement and all overdue payments will incur a penalty charge daily that is calculated at 5.5% of the value of the order.

              10. Cancellation & Postponement

10.1 Consumers Statutory Cancellation Right.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not applicable to service contracts which provide for the transport of goods on a specific date or period.

10.2 Postponement & Cancellation By The Customer.

If you wish to postpone or cancel the Contract please notify us, in writing as soon as possible. If you cancel by telephone we will write to you confirming cancellation. All postponement and cancellation charges are charged as follows:

  1. Domestic

    1. If a Domestic Service is booked and KPK Removals receives notice in writing or by telephone no less than 72 hours before the date that the Services are due to be provided, there will be no charge.

    2. If a Domestic Service is booked and KPK Removals receives notice in writing or by telephone with less than 72 hours but not less than 24 hours before the date that the Services are due to be provided, you will incur a charge equal to 50% of the Price.

  2. International

    1. If International Services or Additional Domestic Services are booked and KPK Removals receive notice of cancellation in writing or by telephone no less than five (5)  business days before the date that the Services are due to be provided, there will be no charge. If you paid in full upon booking the Services, you are entitled to a full refund.

    2. If International Services or Additional Domestic Services are booked and KPK receive notice of cancellation in writing or by telephone with less than five business days before the date that the Services are due, you will not be eligible for any refund. If you paid in full upon Booking the Services, you are not entitled to a refund of the Price.

  3. If you postpone or cancel the Services (international and domestic) within 24 hours of the date that the Services are due to be provided, you will be charged the full Price. If you paid in full upon Booking the Services, you will not be entitled to a refund.

  4. If you postpone the Services and immediately re-book, it is at the discretion of KPK Removals whether we reduce or waive some or all of the charges referred to in this clause 7.2.

  5. Urgent Bookings are non-refundable if cancelled or postponed.

  6. If you postpone or cancel the Services and because of this clause 7, additional amounts are owed to KPK Removals, these will be due immediately.

  7. If you postpone or cancel the Services and have a dispute regarding a payment made to KPK Removals, a charge pending or an issue relating to the Service, you must notify Us as soon as possible, and no later than seven days after the Services have been provided, by contacting our Customer Care Team.

10.3 Cancellation By KPK Removals and its Partners.

  1. If you breach any term of this Contract then KPK Removals and its Partner are entitled to terminate the Contract.

  2. If the Partner is unable to perform the Services agreed upon Booking (or if We are unable to find an appropriate Partner to undertake the Services), whether through its own fault or as a result of something outside of Our control then KPK Removals will notify you as soon as possible in writing or by telephone.

  3. If you make a Booking, KPK Removals shall use its reasonable endeavours to find an available Partner as soon as possible. If KPK Reovals is unable to do so, we are not in breach of the Contract but you will be entitled to a full refund.

10.4 Refunds:

  1. If KPK Removals or its Partner cancel the Contract in accordance with clause 7.3(a) you will not be entitled to a refund. If KPK Removals or its Partner cancel the Contract in accordance with clause 7.3(b)-(c) then you are entitled to a full refund.

  2. If you cancel the Contract in accordance with clauses 7.2 (a), 7.2(b) or 7.2(d) any money that is due to be refunded to you will be transferred within seven (7) working days of our Customer Care Team receiving a written request for a Refund. KPK Removals require confirmation of your bank account details within five days of submitting the request to us by email. The request must be submitted no later than seven days after the date when notification that you are cancelling the Contract was sent.

11. Liability for Loss Or Damage

11.1 KPK Removals shall have no liability to you for any loss or damage to any of your goods or premises or any other loss suffered by you arising out of the Contract subject to 8.6.

11.2 The Partner is liable for damage to your premises and goods subject to you producing satisfactory evidence that the damage was caused by the Partner and not by you or a third party. Their liability to you is limited as follows:

  1. If the Partner damages premises or property other than the goods they are contracted to transport as a result of their negligence or breach of contract, they are only liable for repairing the damaged area. This liability is in accordance with the limitations of clause 8.4.

  2. The Partner is not liable for any damage caused to any premises or goods if you ignore KPK Removals or the Partner’s advice in relation to the Services.

  3. You must advise us by email or telephone no later than 48 hours after completion of the Services if any damage is caused to the premises or your goods upon collection, transportation or delivery. KPK Removals nor the Partners are liable outside of this time unless permitted by law.

11.3 Neither KPK Removals nor its Partners are liable for:

  1. Damage caused as a result of your actions and/or your breach of these Terms;

  2. Perishable items, including but not limited to food, meat, and drink.

  3. Damage caused by moths or vermin or any other infestation.

  4. Damage caused by fire.

  5. Damage caused to any furniture packed and/or unpacked by you or a third party.

  6. Normal wear and tear.

  7. Goods loaded and/or unloaded against Our or the Partners advice.

  8. Damage to any goods or premises not caused by Us or the Partners.

  9. Damage to goods or premises caused by you or a third party when packing, loading or unloading them on and/or off Our vehicles or otherwise;

  10. KPK Removals’ Partners do not transport live animals or plants unless agreed and appropriately organised upon booking. KPK Removals’ Partner is not liable for harm caused to live animals or plants transported without Our knowledge;

  11. Damage to your electrical goods (unless you can provide evidence that such damage was as a result of the Partner’s negligence);

  12. Loss incurred if any of your goods were already damaged or had an inherent defect;

  13. Damage if any of your goods are susceptible to damage including but not limited to breakage, internal spoilage, leakage, malfunctions.

  14. Damage to any collections or documentation including but not limited to stamps, coins, gemstones, share certificates, deeds to properties.

  15. Personal items including but not limited to jewellery, handbags, clothes and hats, unless properly packed and included in the Comprehensive Inventory List;

  16. Business loss whatsoever if you are a Private Customer.

  17. Loss or damage which occurs after the goods have been delivered to you or your representative.

  18. Loss or damage not caused by Us or Our Partners, employees, subcontractors or agents.

  19. Loss which is not reasonably foreseeable.

  20. Damage caused to your goods which are held by us or our Partners in accordance with clause 8.9 and clause 10.

12.4 Transit Outside Of The United kingdom.

If you require Services outside of the United Kingdom, in addition to the liability provisions in clause 8.1 to 8.4 (inclusive), neither KPK Removals nor its Partners are liable for any goods confiscated, seized, removed or damaged by any customs authorities or any other government agency unless such damage, confiscation, seizure or removal was as a result of our Partner’s negligence or breach of contract.

12.5 Events Outside Of Our Control.

Neither KPK Removals nor its Partners are liable for any damage or loss if any of the below occur:

  1. Acts of God, including but not limited to flood, drought, earthquake or other natural disaster.

  2. Epidemic or pandemic.

  3. Acts of war, threat or preparation for war, riot, nuclear or chemical containment, change in the law or action taken by a government or public authority, collapse of buildings, fire, explosion or accident and any labour or trade dispute, strikes industrial action or lockouts;

  4. Delay in transit.

  5. Any events which can reasonably be considered outside of our control.

12.6 Neither we nor our Partners will exclude our liability for death or personal injury caused by our or the Partner’s negligence, fraudulent misrepresentation, or liability which under the laws of England and Wales may not be limited or excluded.

12.7 None of our employees or subcontractors other than the Partner who undertook the Services, are independently liable for any loss, damage, mis-delivery, errors, or omissions under the Contract.

12.8 Delays In Transit:

  1. If there is a delay in transit or KPK Removals’ Partner are unable to deliver your goods for reasons not caused by our negligence or breach of Contract, it may store them. You may at KPK Removals discretion be liable for any storage redelivery costs.

  2. KPK Removals will provide you with an estimated time for collection and delivery based on information in our possession. Times may vary due to events outside of our control. Neither we nor our Partner will be liable for any loss suffered by you as a result of this.

13. Insurance and Basic Compensation Cover

13.1 Basic Compensation Cover and Comprehensive Insurance Cover is provided by the Insurer.

13.2 Basic Compensation Cover is included in the Price. This provides:

  1. cover up to a limit of £50,000 covering fire and & full theft (full theft is the theft of all of your goods that our Partners are transporting);

  2. cover for up to a limit of £100 per individual item.

Please see the Insurance Policy page on our website: www.kpkremovals/insurance-policy

13.3 Comprehensive Insurance Cover is made available to all eligible customers upon Booking Our Services subject to payment of the required premium. The premium will be calculated according to the value of the goods being carried. Full details of the cover available and our insurance terms and conditions can be found on the insurance policy page of our website.

13.4 You shall not take or fail to take any action or permit anything to occur that would entitle the Insurer not to pay any claim under the Basic Compensation Cover and / or the Comprehensive Insurance Cover (if applicable).

13.5 KPK Removals, its Partners and the Insurer shall not be liable in respect of any claim under the Basic Compensation Cover or the Comprehensive Insurance Cover if and to the extent that you are entitled to make a claim under any other policy of insurance in respect of the matter or circumstance giving rise to such claim.

14.Hourly Rate Jobs

In addition to the other services we and our Partners provide also provide an Hourly Rate Service. This allows you to book our Services on a time basis as set out below. This Clause 4 only applies to Hourly Rate Jobs and will only bind customers who book Hourly Rate Jobs.

14.2 You must where indicated in the Booking Request Form or on the call to us with confirmation as to the size of vehicle that you require us to provide and whether you require an additional staff member (in addition to the driver).

14.3 Once KPK have received the Booking Request Form We will provide you with Price Options in accordance with clause 2.5(a). This will reflect the information provided by you when completing the Booking Request Form and the type of vehicle that you have requested

14.4 Whilst KPK shall endeavour to provide the vehicle you requested in your Booking Request Form, this may not be possible and you may be allocated a difference type of vehicle.

14.5 If on arrival to undertake the Hourly Rate Job, the Services that you actually require are in our and / or our Partner’s opinion materially different to the information provided on the Booking Request Form or video provided to us then we reserve our right to immediately terminate the Contract. You will not be entitled to a refund as it will be considered to be breach of the Contract by you, in accordance with clause 7.3(a).

14.6 In addition to the exclusions set out in these Terms if you book an Hourly Rate Job transport of the following are excluded:

  1. pianos;

  2. motorcycles;

  3. any vehicles.

14.7 If when undertaking the Hourly Rate Job on your behalf it takes longer than the time that you specified in the Booking Request Form, KPK will email/call you as soon as possible with details of the additional charges you have incurred. Such additional charges must be agreed on before carrying on paid by you to KPK before the work is completed. Payment link will be sent to you via email/text message

14.8 By entering into this Contract you acknowledge that the Hourly Rate Job may take longer than the time specified in your Booking Request Form as a result of events outside of our control however the additional charges referred to in clause 4.6 and 4.8 shall still apply. If the Hourly Rate Job takes in excess of one hour more than the time requested in your Booking Request Form, Any Van / Our Partners are entitled, at their discretion, to cease providing the Services at this point and you will not be entitled to a refund and the additional charges for any additional time that We have spent providing the Services will still be due and payable by you.

14.9 Minimum hourly job booking is 2 hours. If the job last less than that time, no refunds or credits will be provide by KPK or our partners.



14.10 The Price for all Hourly Rate Jobs shall include:

  1. one driver; and

  2. 10 miles of fuel.

14.11 If you request an additional staff member to assist you, the cost will be included in the Hourly Rate Job Quotation and any additional fuel required beyond the 10 miles included will be charged at £0.60 per mile and shall be payable at the end of job completion or before hand if we have agreed on a set rate.

  1. Payment terms

15.1 We will charge your debit or credit card for payment upon receipt of your order confirmation, either a set deposit or full amount based on the job agreed.  From time to time we may work with finance companies to offer you different payment options. In that case, the payment will be collected from the lender on your behalf after you have completed the relevant application process. We accept no liability if a delivery is delayed because you did not give us the correct payment details or your option to purchase under a finance option failed. If it is not possible to obtain full payment for the service or goods from your account, then we can cancel the contract and or suspend any further deliveries to you. If payment is not made within the time agreed and civil proceedings are issued against you, a claim will also be made for our legal and court costs. This does not affect any other rights we may have.

15.2 Deposit

Upon accepting the job by all parties involved KPK removals will send you a secure payment link for 50% of the total value of the job. Please note that without the deposit payment being made we cannot book the date and any delays in payment may mean you lose out the date you wanted.

15.3 By paying the deposit via bank transfer or card payment, you are also accepting our terms and condition

15.4 Cards/payment accepted

Visa, Visa Debit Mastercard debit and credit as well as American express.

Secure payment links via Izettle and Sumup

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