CARE, EVIDENCE & CLEAR EXPECTATIONS
Your belongings matter.
Agree the inventory and handling requirements before your move. Keep pickup and delivery photos so everyone has the same record.
Insurance and cover
Insurance is not automatically included. If cover is offered for your booking, ask for the insurer, covered items, limits, exclusions, claims process and any extra charge in writing before paying. No blanket insurance promise is made on this page.
Before collection
Declare fragile, unusually heavy and valuable items. Confirm who packs them and what materials or special equipment are included. Keep jewellery, cash, documents and personal essentials with you.
Condition records
Customers and assigned crew can record item names, condition and photos at pickup and delivery. The customer reviews and signs the saved record. Signed records are locked. A signature records the observed condition and does not prevent a later issue report.
Damage or missing items
Report concerns as soon as you notice them using your account or support. Include the move reference, affected items, pickup and delivery photos, and a description. Operations records and reviews the issue with the partner, and records the outcome. Compensation or insurance claims depend on the agreed booking terms and supporting evidence.
Rescheduling and cancellations
Online changes are available at least 48 hours before moving day, before the crew starts travelling. New dates depend on availability. Contact support for later changes and guest bookings. Paid cancellations go to refund review; refunds are processed by the team after reviewing agreed costs and any services already provided. Cancelling online does not itself transfer money back.