Last updated: 1 November 2026
Before a booking is confirmed
Surveys and written quotations are free unless a specialist inspection is required. If you decide not to book, there is nothing to pay. Any refundable survey deposit, if one was explicitly agreed, is returned under the terms stated in the quotation.
Cancellation by you
| When you cancel | Typical treatment of advance |
|---|---|
| More than 72 hours before the scheduled move | Refund of the advance, less any material already purchased at your request and any third-party booking already paid. |
| 24–72 hours before the scheduled move | Part of the advance may be retained to cover reserved crew and vehicle capacity, as stated in your quotation. |
| Less than 24 hours, or after crew dispatch | The advance is generally non-refundable; additional charges may apply if the vehicle has travelled. |
| After packing or loading has begun | Charges apply for work completed, material used and transport arranged. The unused portion is assessed case by case. |
Exact percentages, if any, are stated in your written quotation. This table is a general summary, not a substitute for the quotation terms.
Rescheduling
We try to accommodate a new date once, subject to crew and vehicle availability. A rescheduling request made with reasonable notice usually does not attract a fee. Repeated changes or a change that requires a different vehicle may be repriced. A date change caused by weather, road closure or building access is handled without a penalty where possible.
Cancellation by us
If we cannot provide the agreed service for reasons within our control, we will offer an alternative date, a comparable service or a refund of the advance for the unperformed portion. We are not responsible for delays caused by events outside our control, but we will communicate honestly and help you find a workable option.
Refund process
Approved refunds are returned to the original payer through a traceable method. We aim to process them within 7–10 working days after the cancellation is confirmed in writing, subject to bank or payment-provider timelines. Any deduction is explained with a written breakdown.
Damage claims are separate
A refund request is not a damage claim. Damage is handled under the claims process shared before booking and, where purchased, the transit protection terms. Report damage at delivery and photograph the item and packaging.
How to request a cancellation
Contact the supervisor or the number on your quotation in writing (WhatsApp or email) and include your booking name, move date and pickup city. We will acknowledge the request and confirm the applicable treatment in writing.