Help Centre
Quick answers for buyers, tenants and estate agents.
Trust and verification
Details behind the trust badges shown across MoveLane. This section is maintained by MoveLane and is not an independent certification or audit.
Secure & encrypted
The MoveLane site and API are served only over HTTPS, so traffic between your browser and us is encrypted in transit. Account data, listings and enquiry records are stored in our managed cloud database with encryption at rest. Access to production data is limited to the MoveLane team members who need it, and admin areas require a signed-in account with an admin role.
Payments by Stripe
Subscriptions are processed by Stripe. Card details are entered inside Stripe's own hosted checkout component and are never sent to or stored on MoveLane servers — we only keep the plan, status and renewal dates linked to your account. Billing changes are confirmed to us by signed Stripe webhooks, and invoices and payment methods are managed in the Stripe billing portal.
Privacy and cookie controls
We publish a privacy policy and cookie policy describing what we collect and why. Non-essential cookies, including analytics, stay switched off until you accept them in the cookie banner, and you can change your choice at any time. You can request access to, correction of, or deletion of your personal data using the contact details on our contact page.
Cancel anytime
Founding Agent Membership is billed monthly with no minimum term. You can cancel yourself from the billing portal linked in your account — no phone call or cancellation notice required. When you cancel, access continues until the end of the period you have already paid for, and no further payment is taken.
Verified agencies
Agency accounts submit their company details, which we check against the Companies House register, and can upload supporting documents. Agencies show as verified only after that check has been completed by our team. Verification confirms the registered company behind an account; it is not an endorsement of any individual listing or of the agency's service.
UK-based support
Support is provided by our UK team by in-app chat or email every working day, with our AI assistant Lane handling first-line questions and escalating to a person when needed. Enquiries about a specific property go directly to the agent marketing it so they can respond with viewing times.