Refunds, cancellations and rescheduling

This policy explains how payment, cancellations, rescheduling and refunds work at MoveAssist. It forms part of our terms of service and applies to every booking.

Why we take payment upfront

We take payment in full when you accept your quote, before any work begins. This lets us reserve van time, storage space and the team for your booking.

Because every service is itemised on your quote, you always know exactly what you have paid for, and what would be refunded if your plans change.

Cancelling a booking

You can cancel a booking at any time by phone or email. If you cancel more than [7 days] before the first service date, we refund the full amount paid.

If you cancel with less notice, we may keep [a proportion of the booking cost] to cover van time and storage already reserved. We will always explain any deduction in writing.

Rescheduling a collection or delivery

Plans change, especially around school terms. If you need to move a collection or delivery, tell us as early as possible and we will offer the next available time window.

Rescheduling with at least [48 hours’] notice is free. Later changes, or a second visit because no one was available, may carry the charge shown on your quote.

Surcharges on the day

Surcharges are limited to the adjustments listed on your quote: fixed time windows, stairs or no lift access, and extra bags or boxes beyond those agreed.

We confirm any surcharge with you before the work is done. If a surcharge was applied in error, we refund it in full.

Ending a storage period early

You can end storage early at any time by asking for your belongings back. Storage paid in advance beyond [the end of the current week] is refunded once everything has been retrieved.

Retrieval and delivery are charged at the rates shown on your quote.

Reporting loss or damage

If an item arrives damaged or something is missing, please tell us within [7 days] of delivery, with photographs if possible.

We compare every report with the photographs and condition notes taken at collection, and respond in writing with the outcome.

How refunds are paid

Refunds are paid back to the original payment method.

Once a refund has been agreed, we process it within 14 days. Your bank may take a few extra days to show it.

Resolving a dispute

If you are unhappy with any part of our service, please contact us first. We will acknowledge your complaint within [two working days] and aim to resolve it within [14 days].

If we cannot resolve it together, you may be able to use an alternative dispute resolution service. Your statutory rights as a consumer are not affected.