Refunds and cancellations
The short version: cancel 48 hours or more before your slot and every penny comes back. Cancel later and we keep the deposit, because the crew has already turned other work away. If we cancel, you are refunded in full, whatever the notice.
This page is the plain-English version of section 3 of our terms. Draft v0 (September 2026), under solicitor review before launch; the rules below are the ones the booking system enforces today.
What you pay, and when
- Deposit: 20% of the quoted price, never less than £30 or more than £150, charged to your card when you book. The exact figure is shown before you confirm.
- Balance: the rest of the quoted price, charged to the same card once the crew has completed the move (or another card if you tell us on the day). For a capped estimate you pay the actual figure, never more than the cap.
- Extras: items not on your list, or access that differs materially from what you told us, are charged at the published rates on how it works and agreed with you before anything is loaded.
Cancelling
| When you cancel | What you get back |
|---|---|
| 48 hours or more before the scheduled start | Full refund of the deposit |
| Less than 48 hours before the scheduled start | Deposit retained; nothing further is charged |
| Any time, if we cancel or fail to attend | Full refund, plus an explanation of what went wrong |
"Scheduled start" is the beginning of the arrival window on your confirmation (normally between 08:00 and 09:00). To cancel, reply NO followed by your reference to any of our texts, or ring 07921 764087. The cancellation is timed from when we receive it, and we confirm it back to you by text.
Changing the date or the inventory
Ring the office. A date change requested 48 hours or more before the start is free and keeps your deposit. Inside 48 hours we will try to re-slot the same crew; if we can't, it is treated as a cancellation and a new booking. Adding items before the day re-prices the job at the same published rates; removing items reduces it, and the deposit is adjusted if it falls below the 20% line.
If we let you down
If the crew is going to arrive late, you are told by text as soon as we know, with a new time. If the delay is our fault and runs past the arrival window, a goodwill credit is applied against your balance. If we cannot cover the move at all, the deposit is refunded in full the same day and we tell you why.
Damage and claims
Report damage within 48 hours of the move, with the photos to hand. Every crew carries goods-in-transit and public liability insurance that we verify before assignment, and the crew photographs loads before and after. We handle the claim with you directly and aim to settle within 14 days. Items above the standard goods-in-transit limit must be declared at booking so cover can be arranged.
How refunds reach you
Refunds go back to the card you paid with, through Stripe, on the day the cancellation is confirmed. Banks usually show them within 5 to 10 working days; we can send you the refund reference if yours is slow. We never refund to a different card or in cash.
Your legal position
A removal is the transport of goods on an agreed date, so the 14-day cancellation right in the Consumer Contracts Regulations 2013 does not apply to it (regulation 28(1)(h)); the rules above apply instead. Everything else you are entitled to as a consumer, including under the Consumer Rights Act 2015, is unaffected. If you believe we have got something wrong, ask for it to be escalated to the owner; we would always rather put it right directly than through your card issuer.
Questions: 07921 764087 (Monday to Saturday, 8am to 6pm).