Top 5 questions
What services does the fixed price offer include?

Each fixed price offer includes the following as standard:
- loading, unloading & transportation of goods
- insurance to the value of 125% of your moving cost

Depending on your needs, the following services can also be booked:
- assembly/disassembly of furniture
- packing service
- storage
- addiitonal insurance

I have more items than planned. What do I do?

You have until 72 hours prior to your move to add items at the same pricing rate as when you booked, so long as it doesn't mean you need a bigger truck. Please get in touch to let us know what additional items you have. If you find on your moving day that you have further items you have not yet told us about, we will be happy to transport as much as we can in the truck. This will be charged as per the Addditional Items list in your T&Cs or on our website. If your additional goods do not fit into the moving truck, we can organise another team to collect the remaining items; however please be aware this can be expensive on the day.

How does Move24 ensure the quality of my moving team?

Firstly, all our moving partners are covered with comprehensive insurance for both liability and goods in transit. Those with large trucks or that do international moves with us also have the relevant licences for those. We screen all online repositories to ensure they are reputable and then we give all new teams one very small test move, followed by 4 medium size test moves until they qualify as a full Move24 removal team. Even then, we track performance across over 20 attributes and they need to perform consistently well to maintain a category A ranking with us to be able to perform anything other than very small, simple moves for us. If they fall below our quality thresholds, we no longer work with them

What happens if there is an unforeseen delay on move day, for example due to a vehicle breakdown?

Should the case arise that your personal removal team is late on move day, for example due to adverse weather conditions or a vehicle breakdown, we will send a spontaneous enquiry to 400 removal teams across the country. We will leave no stone unturned to carry out your move as quickly as possible and find a replacement team for you. In such cases, please immediately contact our customer service.

How do I deal with possible damage on the moving day?

In the unlikely event of damage on move day, please record the damage on the move protocol and inform us about it using the claim form (you can find this in the "Complaints" section). This guarantees a fast and smooth handling of the damage claim by our claims department. For obvious damages, a claim is valid when reported within 24 hours of the move and for non-obvious damages within 14 days. These periods are not determined by us but are defined by our insurance. Photographic evidence must be provided and all the damages must be listed in detail in the form.

5333400f-8043-46ea-b360-3ba9804085ef Do you charge a fee for creating the fixed price offer? No. For every move request we receive, we offer a personal consultation and create a tailored offer for you free of charge. https://partners.move24.com/en-gb/faq/prebook#5333400f-8043-46ea-b360-3ba9804085ef
4c19fdfe-fb55-475d-bff9-914163644a1e What services does the fixed price offer include? Each fixed price offer includes the following as standard: - loading, unloading & transportation of goods - insurance to the value of 125% of your moving cost Depending on your needs, the following services can also be booked: - assembly/disassembly of furniture - packing service - storage - addiitonal insurance https://partners.move24.com/en-gb/faq/prebook#4c19fdfe-fb55-475d-bff9-914163644a1e
0efb310c-81a1-4d9d-837a-a12faf7030e8 How does Move24 assess my goods? Every detail regarding your move including all items, services and any special requests can either be booked online via our website, or through a personal consultation by phone. Move24 then calculates the precise cubic volume of all items in your order to offer you the cheapest price possible. https://partners.move24.com/en-gb/faq/prebook#0efb310c-81a1-4d9d-837a-a12faf7030e8
bc4cdf4c-d5a6-46e0-a03e-b8dd963dc569 Why should I choose Move24? 1. Move24 will support you step by step during all your removal process -In this way, you can move stressfree. 2. Move24 is working with premium partners selected according to quality criterias 3. We offer you quality services for the best price thanks to a business model able to optimize routes and logistic. 4. With us, you can book and modify everything online and see all your offer details when you want. https://partners.move24.com/en-gb/faq/prebook#bc4cdf4c-d5a6-46e0-a03e-b8dd963dc569
091ec4ab-b38b-4cd6-822a-6e4b28113f3a I would like to book my moving date. You can select your preferred date directly in the CSC till 21 days before the start of the flexible range. You will receive a confirmation mail as soon as we find the best partner to do your move https://partners.move24.com/en-gb/faq/premove/Date%20and%20Time#091ec4ab-b38b-4cd6-822a-6e4b28113f3a
8000c8f4-c997-4434-8de0-cbd6df9c45be Can my moving date be changed? Postponing a fixed date move comes with considerable logistical effort as we schedule everything well in advance and need to change secured bookings. As such, this is possible but will come with associated charges. please remember that you can postpone the date of your move till 14 days before the move by login to the Customer Service Centre. https://partners.move24.com/en-gb/faq/premove/Date%20and%20Time#8000c8f4-c997-4434-8de0-cbd6df9c45be
ed58c769-1a9a-4bfe-8b44-a50cc5f4d615 Can I change my moving- in date only? Sure, please get in touch and we can look into this for you. Depending on how short term your request is, we should be able to book in storage for you between your move-out and move-in dates. https://partners.move24.com/en-gb/faq/premove/Date%20and%20Time#ed58c769-1a9a-4bfe-8b44-a50cc5f4d615
aa8e06d3-4ef3-4f9e-8a46-dbd0e4b390f5 When will I be communicated the date and time of the move? You will receive an email with the date and time as soon as we have scheduled your move, usually at latest 2 days before. You can also check it directly online by accessing the Customer Service Centre. https://partners.move24.com/en-gb/faq/premove/Date%20and%20Time#aa8e06d3-4ef3-4f9e-8a46-dbd0e4b390f5
b30bb889-333e-4a70-ae20-dd775613de32 How long will my move take? We will plan your move so that it can be finished as fast and as efficiently as possible. Unfortunatly we are not able to tell you the exact duration as this depends on too many variables. https://partners.move24.com/en-gb/faq/premove/Date%20and%20Time#b30bb889-333e-4a70-ae20-dd775613de32
b57c019c-9be5-4609-bb5a-388c3cc451bf When is the moving company coming? The time range when the customer will come will be communicated to you at latest 2 days before the move. As soon as we select the best partner for your move, you will be able to access the CSC and check the 4 hour window time when the move will be performed. https://partners.move24.com/en-gb/faq/premove/Date%20and%20Time#b57c019c-9be5-4609-bb5a-388c3cc451bf
5f419276-53aa-468e-bfc4-c15fbf909b5f Can i add items or services to my initial offer? Currently you can add additional items up to 14 days before your move by accesing the Customer Service Centre. Should you forget something, you can transport it on the move day depending on the spare capacity of the vehicle and the movers judgment. If there is still space in the truck, the movers will gladly transport additional items for you at the price rates communicated in the TeC. https://partners.move24.com/en-gb/faq/premove/Change%20Requests#5f419276-53aa-468e-bfc4-c15fbf909b5f
4a57e35b-50c1-4a06-b342-d242f7f9fb62 I do not need to take some items along but would like to have other items taken instead. Please get in touch to specify the details of this change. If the total volume of your move remains the same or is now less then we can accomodate this with no change in price. If the volume increases, then there will be an extra charge to accomodate the extra volume. Please remember that changes are possible till 14 days before the move. https://partners.move24.com/en-gb/faq/premove/Change%20Requests#4a57e35b-50c1-4a06-b342-d242f7f9fb62
14817fcf-f7e8-41a7-aedf-b990c5abfe54 Can I update the adress details? We will gladly correct your address, however please note that the distance for your move was calculated using the addresses in our system so if they change significantly, the price will also change. https://partners.move24.com/en-gb/faq/premove/Change%20Requests#14817fcf-f7e8-41a7-aedf-b990c5abfe54
f5e1880b-3d2c-480b-a142-9ee24ce5fb49 I dont know the exact move-in address yet, can i give it to you later? This is not a problem initially, but please get in touch with us as soon as you have the move-in address as this will slow down the organisation of the logistics if we are given it too late. To start with you will need to at least provide a local area so that we can assess the distance of your move and as long as that is consistent with your final address you provide, the price will not change. https://partners.move24.com/en-gb/faq/premove/Change%20Requests#f5e1880b-3d2c-480b-a142-9ee24ce5fb49
45b159e8-a4c5-4d7e-9620-b4ad34346b82 Can I add a stopover address to my move? This can be arranged no problem, just let us know the specifics of what needs to be collected/dropped off where and we can organise this for you. Please be aware that this will incurr an additional fee as it requires extra effort from the moving team. https://partners.move24.com/en-gb/faq/premove/Change%20Requests#45b159e8-a4c5-4d7e-9620-b4ad34346b82
77b2cc2e-7e34-4218-9c66-57d3db833d0a Can I change the number of floors or walking distance? Sure, you can do it directly online till 14 days before the move by accessing the Customer Service Centre. https://partners.move24.com/en-gb/faq/premove/Change%20Requests#77b2cc2e-7e34-4218-9c66-57d3db833d0a
c726ebb4-2573-47f1-8b6f-de4323be0d88 I notitced some of the personal data are wrong, can I crrect them? Yes you can do it by accessing CSC https://partners.move24.com/en-gb/faq/premove/Change%20Requests#c726ebb4-2573-47f1-8b6f-de4323be0d88
dba362e5-dc03-4f78-8634-a4660d85a3b1 I would like to order packing materials. Sure, you can do it directly online by accessing the Customer Service Centre till 14 days before the move. https://partners.move24.com/en-gb/faq/premove/Additional%20services#dba362e5-dc03-4f78-8634-a4660d85a3b1
f48eeaca-f25d-466f-b05d-72f3003eb8c4 I won't be able to receive the packing materials in person. If you need your packing materials delivered to a neighbor or need to give instructions on where to leave them at your property, please just let us know about it with sufficient warning and there should be no problem in carrying this out for you. https://partners.move24.com/en-gb/faq/premove/Additional%20services#f48eeaca-f25d-466f-b05d-72f3003eb8c4
d192a162-5c9c-4f9a-a7f7-48692dec39c7 When will the packing materials be delivered? If you specified a date during the sales process for when you would like your boxes delivered, then we will honour that request. Otherwise, we ship boxes roughly 2 weeks prior to your move to give you some time to pack. https://partners.move24.com/en-gb/faq/premove/Additional%20services#d192a162-5c9c-4f9a-a7f7-48692dec39c7
b2d27e59-97b2-40da-9cd5-bb9afc3e866b How will I get the packing materials delivered? The packing materials ordered with us are fulfilled by our partner Postpack, the UK's largest packaging supplier, who will deliver your boxes using a local courrier service. https://partners.move24.com/en-gb/faq/premove/Additional%20services#b2d27e59-97b2-40da-9cd5-bb9afc3e866b
e5b5910a-afe7-4463-af9e-dede0746fde2 Is it possible to get the moving team to pack my boxes? Yes it is possible to book a packing and/or unpacking service with us. Please note that only the contents of boxes packed by us is covered by the insurance. Also note that the boxes are not supplied for this service unless you have bought them from us specifically. If you do need boxes or other packing materials you can order them with us too. https://partners.move24.com/en-gb/faq/premove/Additional%20services#e5b5910a-afe7-4463-af9e-dede0746fde2
b02f4106-a3d5-448b-ac02-4e7ad2b89ad1 Can the moving team bring some packaging materials? Our moving teams do not take any packaging materials with them. However, you can order any sort of packaging materials through our Customer Service Center and we will order it to be delivered to you in advance of your move. https://partners.move24.com/en-gb/faq/premove/Additional%20services#b02f4106-a3d5-448b-ac02-4e7ad2b89ad1
2e928a53-549b-473b-a3f6-3c8bbe1b1302 Can I borrow some boxes from you for the day of my move? We do not provide a box lending service. However, you can buy any sort of packaging material through our Customer Service Center and we will order it to be delivered to you in advance of your move. https://partners.move24.com/en-gb/faq/premove/Additional%20services#2e928a53-549b-473b-a3f6-3c8bbe1b1302
aa403f5a-813e-4700-a59d-6636eac92013 I don't need the packing materials anymore. We can cancel the packing materials order, but because it is a fixed price offer we cannot remove the price from your bill unfortunately unless this was caused by an error on our side. https://partners.move24.com/en-gb/faq/premove/Additional%20services#aa403f5a-813e-4700-a59d-6636eac92013
3772fbd0-1e9b-4cb4-b581-15c68296db87 How does a parking suspension work? We organise these with your local council, who then install official blockers outside your property to reserve space for the moving trucks. If you require a parking suspension at either address, just let us know and we can get one ordered for you. Please bear in mind that usually we need at least 14 days warning to book these and they are subject to confirmation by the local council to install them. https://partners.move24.com/en-gb/faq/premove/Additional%20services#3772fbd0-1e9b-4cb4-b581-15c68296db87
37a810d5-72ee-4673-aa20-40b2b64414e3 What is the status of my parking suspension? We arrange parking suspensions soon after booking. If you have booked one with us, there is nothing else you need to do. It will be installed for you and be ready on the day of your move. https://partners.move24.com/en-gb/faq/premove/Additional%20services#37a810d5-72ee-4673-aa20-40b2b64414e3
594e6382-dc6a-4d90-be19-f9161f43c1b1 Under what circumstances do I need a parking suspension? We recommend a parking suspension if you cannot guarantee a parking space close to your front door as otherwise the walking distance for the moving team could become very long which can incur costs. https://partners.move24.com/en-gb/faq/premove/Additional%20services#594e6382-dc6a-4d90-be19-f9161f43c1b1
7d0c3015-4a6b-4309-98d0-366eea15d874 How much does a parking suspension cost? The price of a parking suspension varies according to the council in which the suspension is needed. Just let us know if you think you may require one, and we will let you know the price for your area. https://partners.move24.com/en-gb/faq/premove/Additional%20services#7d0c3015-4a6b-4309-98d0-366eea15d874
b02961a7-2f6b-4b86-b7d9-fc20985c6fb1 Can I reserve storage for my move`? . Yes is possible, (country specific details) https://partners.move24.com/en-gb/faq/premove/Additional%20services#b02961a7-2f6b-4b86-b7d9-fc20985c6fb1
412edac9-cb24-4847-9677-52e8755e075e I will need a furniture lift, is it possible? Yes it is possible, but it will imply additional costs. Please contact CS https://partners.move24.com/en-gb/faq/premove/Additional%20services#412edac9-cb24-4847-9677-52e8755e075e
fb6ca7a8-50f0-4138-839b-5fc14666a834 Why should I take out insurance for my move? Protect your removal goods and book our transport insurance for your move. In the case of a move without insurance, the liability of the forwarder is limited to 620,- euros per cubic meter (§451 HGB). In the event of a claim, you will only be reimbursed for a partial value (time value) and not for all damages. Our mover insurance is therefore the best solution to fully insure your removal goods (at the new value). https://partners.move24.com/en-gb/faq/premove/Additional%20services#fb6ca7a8-50f0-4138-839b-5fc14666a834
2b4efafb-0579-4cb9-ab6b-89a63d8010c9 How do I book insurance? Book the transport insurance directly with our removal expert. As soon as we have compiled your list of relocation goods, we can derive the level of the insurance cover from this. https://partners.move24.com/en-gb/faq/premove/Additional%20services#2b4efafb-0579-4cb9-ab6b-89a63d8010c9
a22cf800-421d-4686-9aa7-8e7ba2a61902 What do I do in the event of a damage? If you have concluded an additional insurance, you can contact our insurance company directly and straightforward in case of a damage. After booking your insurance, you will receive an insurance policy as well as all the necessary documents which you need to report the damage. https://partners.move24.com/en-gb/faq/premove/Additional%20services#a22cf800-421d-4686-9aa7-8e7ba2a61902
ea03136a-40c0-42e6-86f1-3acc18b22442 Which furniture must I disassemble myself? To ensure a smooth move, all sizeable furniture must be disassembled (e.g. wardrobes, beds, shelves etc.). Small furniture like dressers or nightstands can be transported as a whole and do not need to be disassembled. Here it is very important that you gave your moving consultant accurate information (measurements, disassembled furniture etc) at the time of booking. Please do check this on your offer. Of course you can additionally book our disassembly and/or assembly service if you like, just get in touch and we will add it for you. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#ea03136a-40c0-42e6-86f1-3acc18b22442
47fd696c-2218-491b-a8c2-19f173bc5069 Am I to pack my boxes myself? All services which are to be done by us are listed in your contract so any boxes not listed for us to pack will need to be packed by yourself. Should you require more services than what you have booked so far, we will be glad to add them for you - just get in touch and let us know. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#47fd696c-2218-491b-a8c2-19f173bc5069
7193a7cc-2f38-4214-9d15-b65c13a13e90 Are there certain items I am not allowed to transport? Yes, we are not allowed to transport any of the following for insurance reasons: flammable or explosive goods, firearms, Pressurised containers, Animals (inc. humans), any illegal substances, Jewellery or cash. For international moves, the following are also not possible: perishable food goods, medicines that require a prescription in the destination country, any illegal substances in destination country https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#7193a7cc-2f38-4214-9d15-b65c13a13e90
9c6bfeeb-c519-4e3c-8bf4-4408db59735b Do I have to gather all of my belongings in one room? To ensure a smooth and quick move, please try to put all your belongings in one room. Should this be of any inconvenience for you, please make sure that all your belongings are placed on or below the floor stated in the contract. This will avoid any complications or additional costs. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#9c6bfeeb-c519-4e3c-8bf4-4408db59735b
439a0ae8-6dd9-4a45-a1c7-1cf7d9869e49 What happens if I need to make changes on the move day itself? If you have any additional items to be transported on the move day, the transport will depend on the spare capacity of the vehicle and the movers judgment. If there is still space in the truck, the movers will gladly transport additional items for you at the price rates communicated in the TeC. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#439a0ae8-6dd9-4a45-a1c7-1cf7d9869e49
5c38e92f-f983-48d8-a8e8-706b3a70d8eb What do I need to do in case of damages to my goods? We can only proceed with claims that have been communicated in written form. For this reason, please record the damage on the move protocol and inform us about it using the claim form (you can find this in the "Complaints" section or in the online customer service centre). This guarantees a fast and smooth handling of the damage claim by our claims department. For obvious damages, a claim is valid when reported within 24 hours of the move and for non-obvious damages within 14 days. These periods are not determined by us but are defined by our insurance. Photographic evidence must be provided and all the damages must be listed in detail in the form. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#5c38e92f-f983-48d8-a8e8-706b3a70d8eb
46f9a711-f33d-41c0-999b-d4e2a63ee2fc Is it possible to ride in the truck with the moving team? Unfortunately, this is not possible for insurance reasons. Please organise your own transport between the move-in and move-out address. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#46f9a711-f33d-41c0-999b-d4e2a63ee2fc
fd8d959c-d12b-4d13-ab0f-b0450e992d81 Can you tell me the name and contact number of the moving team? As soon as we find the best partner for your specific move, we will share with you the movers contact details by mails. You will also be able to access their contact information directly online in the Customer Service Center. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#fd8d959c-d12b-4d13-ab0f-b0450e992d81
1f1ff98e-a917-4d98-b1fc-4a6b497ddbdf What kind of truck will the moving team have on move day? The truck will be chosen depending on your moving volume. The moving team is aware of how much needs to be transported and the truck will be chosen based on this. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#1f1ff98e-a917-4d98-b1fc-4a6b497ddbdf
4a51c8ee-862a-4790-8b57-5c476bce556f Will my belongings be transported together with other people's stuff? If your move is within the UK, your move will have a dedicated truck. For international moves, some of our moves go as a part-load service so there may be other people's items in the same truck. However, rest assured that your items will be secured seperately from any others so there is no difference in terms of quality of service. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#4a51c8ee-862a-4790-8b57-5c476bce556f
c45173f3-6003-41b9-9b5c-f7cd9d31ea0d How many movers will arrive on my move day? There will be as many movers as required to carry out your move as fast and smoothly as possible. Move24 arranges your moving team according to your move size. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#c45173f3-6003-41b9-9b5c-f7cd9d31ea0d
9c11b1be-9d09-43d2-b037-416adafabd4b Will my moving team have enough blankets so my belongings will not be damaged during transportation? Our moving teams carry blankets with them as standard so your furniture should not be damaged during transportation. Please be aware that fragile items should be additionally wrapped in bubble wrap. Any extra protection you require can be purchased from us through our Customer Service Center. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#9c11b1be-9d09-43d2-b037-416adafabd4b
8c83f984-6261-45ef-a853-a8d739db51ef Another person's car is in the parking suspension spot organised by Move24. What do I do? Unfortunately there is nothing we can do in this case. Please send us photos of the vehicle and we will report them to the local council. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#8c83f984-6261-45ef-a853-a8d739db51ef
30fc36cc-b10b-4b87-a69a-4bc0a8b47b14 I will not be present on my move day. Can somebody else let in the moving team and sign the move protocol? There is no problem with this as long as you inform us of who this will be ahead of time. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#30fc36cc-b10b-4b87-a69a-4bc0a8b47b14
10c284d1-117a-40dc-b45e-fd21e958d17e Will the moving team also take items from other floors such as the cellar or the attic? Please check your offer to see how many floors are listed for the property. If this takes into account your cellar / attic, then this is included. If not, please let us know if you would like to add that service and we will be happy to do so. https://partners.move24.com/en-gb/faq/premove/Move%20Day%20Procedure#10c284d1-117a-40dc-b45e-fd21e958d17e
242dd8f3-35db-486e-a2af-2bd2d6c27e56 Can I cancel for free? Unfortunately, a free cancellation is not possible as we take on overhead costs immediately after the booking of a move wth us. The cancellation fee increases the closer to the move you cancel as there is less opportunity to reallocate booked capacity. https://partners.move24.com/en-gb/faq/premove/Cancellation#242dd8f3-35db-486e-a2af-2bd2d6c27e56
17218453-f438-4d21-92ce-9f36002621bb How do I cancel a move? Cancellations must always be made in writing form. Upon receipt of the written cancellation request, you will receive written confirmation and a renewed invoice from us. Please note that a cancellation can only be made by the person who booked the move. https://partners.move24.com/en-gb/faq/premove/Cancellation#17218453-f438-4d21-92ce-9f36002621bb
a4e3057b-e14e-40f0-b474-fdc6db696c4f What happens when i cancel? After processing your cancellation request, you will receive a cancellation confirmation from us. Usually we will send the cancellation confirmation on the day we receive the cancellation form. In addition, you will receive an updated invoice with the applicable cancellation fees and the terms of payment also laid out. https://partners.move24.com/en-gb/faq/premove/Cancellation#a4e3057b-e14e-40f0-b474-fdc6db696c4f
8f47be96-8620-4a2d-be18-a0c1d03896ad Will any additional items I have be taken on the day? You can add additional items up to 14 days before your move. Should you forget something, adding items on the day of the move depends on the spare capacity of the vehicle and on the mover judjment. If there is still space in the truck,the movers will gladly transport additional items for you and you will be charged directly by the partner according to the price list in the T&Cs. https://partners.move24.com/en-gb/faq/moveday/issue#8f47be96-8620-4a2d-be18-a0c1d03896ad
a3d18f66-b48d-48d5-a7dc-87ab4450c387 Why is the moving team late? This is likely due to traffic Jams, accidents or adverse weather conditions which unfortunately cannot be planned for and which is the reason why we communicate you a 4h window possible time. Should there be a delay from our moving team we will most likely inform you in advance but if not, please get in touch and we will do what we can to update you on the situation and get the team there as fast as possible. https://partners.move24.com/en-gb/faq/moveday/issue#a3d18f66-b48d-48d5-a7dc-87ab4450c387
b0bfd02e-7dac-4564-9939-446ebca8cc20 When will the moving team arrive? We check every delay immediately by getting in touch with our removal team. However, you can also try to get in contact directly with them using the contact details of the moving team that we provided on the email before your move day or in the Customer Service Center. Please also bear in mind that the movers have a time window of 4h to arrive that takes into account possible unforseen situations. https://partners.move24.com/en-gb/faq/moveday/issue#b0bfd02e-7dac-4564-9939-446ebca8cc20
dae0fc16-e969-42ae-ad0a-460992f88931 Due to the delay of the moving team, I suffered financial damage. How will i be compensated? If there is a delay on your move day, please let us know and note the delay on the move protocol. If you experienced financial damage due to the delay, this will be looked into and evaluated by our claims department. https://partners.move24.com/en-gb/faq/moveday/issue#dae0fc16-e969-42ae-ad0a-460992f88931
56464a22-5d7f-48c1-be7a-59bf559cf9db What happens if there is an unforeseen delay on move day, for example due to a vehicle breakdown? Should the case arise that your personal removal team is late on move day, for example due to adverse weather conditions or a vehicle breakdown, we will send a spontaneous enquiry to 400 removal teams across the country. We will leave no stone unturned to carry out your move as quickly as possible and find a replacement team for you. In such cases, please immediately contact our customer service. https://partners.move24.com/en-gb/faq/moveday/issue#56464a22-5d7f-48c1-be7a-59bf559cf9db
96a28411-9e81-43c7-b97a-6feda2c5f0e5 Another person's car is in the parking suspension spot organised by Move24. What do I do? Unfortunately there is nothing we can do in this case. Please send us photos of the vehicle and we will report them to the local council. https://partners.move24.com/en-gb/faq/moveday/issue#96a28411-9e81-43c7-b97a-6feda2c5f0e5
47b95e6a-1528-4f32-8209-639db15acd6a Not everything was done on the move day. I would like to arrange this to be completed on another date. We apologise that not all services agreed upon could be completed on your move day. Please get in touch with our customer service to book in another date. https://partners.move24.com/en-gb/faq/moveday/issue#47b95e6a-1528-4f32-8209-639db15acd6a
3bc0a65a-b694-4069-9137-c12a2f2d814e Can I cancel on the moving day? You may cancel your move on the move day if you like, however please note that this will be costly as we will have already planned all aspects of your move. https://partners.move24.com/en-gb/faq/moveday/issue#3bc0a65a-b694-4069-9137-c12a2f2d814e
807f19d5-77f7-47c3-8257-9830cab09c40 Are there deadlines i need to be aware of? There is a deadline of 24 hours to report visible damages to your items, whereas non-obvious damage must be reported within 14 days. Damage should also be recorded on the move protocol. https://partners.move24.com/en-gb/faq/moveday/insurance#807f19d5-77f7-47c3-8257-9830cab09c40
cab02fb8-3abc-408d-8290-64f796885b66 What are visible and non-obvious damages? Visible damage is damage that can be clearly identified, such as a scratch on a tabletop. Non-obvious damage on the other hand can only be seen through careful assessment, such as scratches on the inside of furniture. https://partners.move24.com/en-gb/faq/moveday/insurance#cab02fb8-3abc-408d-8290-64f796885b66
0dfc19ce-fe7d-4e4a-aa20-1ab6e9304a50 How do I deal with possible damage on the moving day? Please record the damage on the move protocol and inform us about it using the claim form (you can find this in the "Complaints" section or in the customer service center). This guarantees a fast and smooth handling of the damage claim by our claims department. For obvious damages, a claim is valid when reported within 24 hours of the move and for non-obvious damages within 14 days. These periods are not determined by us but are defined by our insurance. Photographic evidence must be provided and all the damages must be listed in detail in the form. https://partners.move24.com/en-gb/faq/moveday/insurance#0dfc19ce-fe7d-4e4a-aa20-1ab6e9304a50
a8870090-5223-459c-9c28-fb59a4a48704 When will I receive the invoice? The invoice will be sent to you shortly after your move via email - usually within 5 days after completion of the move. You can also check your invoices directly in the Customer Service Center. For more info regarding payments and invoices please go to the "payment" section. https://partners.move24.com/en-gb/faq/postmove/Invoices#a8870090-5223-459c-9c28-fb59a4a48704
652457da-5620-477d-bc0c-6de0c08af20d How do I deal with possible damage on the moving day? In the unlikely event of damage on move day, please record the damage on the move protocol and inform us about it using the claim form (you can find this in the "Complaints" section or in the Customer Service Center). This guarantees a fast and smooth handling of the damage claim by our claims department. For obvious damages, a claim is valid when reported within 24 hours of the move and for non-obvious damages within 14 days. These periods are not determined by us but are defined by our insurance. Photographic evidence must be provided and all the damages must be listed in detail in the form. https://partners.move24.com/en-gb/faq/postmove/issue#652457da-5620-477d-bc0c-6de0c08af20d
49ee211f-d47d-4a22-be5a-51e6842427c2 I have informed you about damages in writing. What are the next steps? Our claim department will be in touch shortly with progress on your claim. This will either be for a resolution or with news that this has been passed onto the insurance company, in which case you will receive a tracking code and contact information for them. https://partners.move24.com/en-gb/faq/postmove/issue#49ee211f-d47d-4a22-be5a-51e6842427c2
13346d12-d5f0-4784-8849-40e1e84f272d Not everything was done on the move day. I would like to arrange this to be completed on another date. We apologise that not all services agreed upon could be completed on your move day. Please get in touch with our customer service to book in another date. https://partners.move24.com/en-gb/faq/postmove/issue#13346d12-d5f0-4784-8849-40e1e84f272d
51f2e297-5af5-48a0-be9e-e1a22837b7b6 I had more goods on my moving day than planned and they didn't fit inside the truck - what can I do? We plan truck capacity according to the calculated volume of your packing list. Should you have more goods on the move day which do not fit in the truck, you can book a new move with us to transport these goods. https://partners.move24.com/en-gb/faq/postmove/more#51f2e297-5af5-48a0-be9e-e1a22837b7b6
2f80a4c3-873e-4159-b2ea-db98a9dd413e Will I receive communication regarding the payment process? We will send you reminders via email so that you know when it is time to make a payment for your move. The email will include details on how much is due. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#2f80a4c3-873e-4159-b2ea-db98a9dd413e
a9a71892-ecb9-4894-ae7d-2114ec257784 Can I pay for my move in installments? You can choose between the various payment methods we offer, however we do not currently provide the option to pay by installments. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#a9a71892-ecb9-4894-ae7d-2114ec257784
a4bcbfdf-1b78-4043-aa38-62e166ed01e4 Can I change the payment method later? Yes. You can always pay immediately with a different payment method using the payment links sent to you in any reminder email. If you do not have access to the correct link, just get in touch with our Customer Care team. Once you follow the link you will be allowed to select a new payment method. (Please note that paying with a new Credit Card or Paypal Account is only valid for immediate, one-time payment. We will not save your payment details for future payments.) https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#a4bcbfdf-1b78-4043-aa38-62e166ed01e4
19b039b0-f1ab-4335-80c2-567ef2c674de When will I have to pay my downpayment? CREDIT CARD and PAYPAL 1. If your move is in less than 30 days, you will pay your downpayment while completing the online booking process. Once you entered your credit card or Paypal account detail your payment will be automatically processed. Please be aware that the same account will be used for the payment of the remaining balance. 2. If your move is in more than 30 days, you will be required to provide your payment details when your move is booked. Your downpayment will be automatically captured 30 day days before your scheduled move date. We will send a reminder before this key date to ensure that you have the right amount on your account. If you booked a move with a flexible date, your downpayment will be captured 30 days before the beginning of your selected range of dates. Please be aware that the same account will be used for the payment of the remaining balance. EBANKING DirecteBanking requires full payment for your move upfront. You will pay for your move during the checkout process. BILLPAY There is no downpayment required for Billpay. The final payment will be made directly to Billpay. You will receive your final invoice after your move is executed with Billpay payment details. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#19b039b0-f1ab-4335-80c2-567ef2c674de
68504f71-7bc2-4321-80df-87040a1a3f8d Can I change my payment details? CREDIT CARD and PAYPAL We do not store your credit card details and cannot change these details after your booking. If you prefer to pay immediately with a separate account or payment method, please contact our Customer Care team for a payment link. BILLPAY If you have booked your move using BILLPAY and wish to update your billing details, you can do so until your invoice is issued by contacting our customer care team. Please remember that your final payment will be made to BILLPAY directly. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#68504f71-7bc2-4321-80df-87040a1a3f8d
1dce73f7-bba2-4b42-9c41-f88f3f1d93e8 I booked a move with flexible dates, how do I pay for my move? If you booked a move with a flexible date, your downpayment will be captured 30 days before the beginning of your selected range of dates. Please be aware that the same account will be used for the payment of the remaining balance. The remaining amount will be paid only after you have selected your final move day. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#1dce73f7-bba2-4b42-9c41-f88f3f1d93e8
2d0349e7-bd11-4b03-981e-d5dc4df3a397 I have requested additional services or added more items to my packing list. When should I pay them? You will be able to request additional services up to 14 days before your move. Immediate payment is required as soon as your services have been confirmed. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#2d0349e7-bd11-4b03-981e-d5dc4df3a397
cdaba328-9485-4768-89f5-17376fa8bbf6 Where can I find Move24’s bank details? You can find all of our company information, including bank details, in the footer of every email or document you received. If you have elected to pay via bank transfer, we will also send you a reminder email with complete bank details. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#cdaba328-9485-4768-89f5-17376fa8bbf6
0b7aa8d6-6447-4c0d-8ee9-01234dc530d7 I want to focus on my move preparations, can I pay the full amount before move day? You can pay the full amount of your move whenever you want, even before your moving day. If you would like to pay the full amount please contact our Customer Care team for a payment link. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#0b7aa8d6-6447-4c0d-8ee9-01234dc530d7
bfb7bd1d-b1fc-44d3-8299-08c4932dc4e5 I have completed my downpayment. When do I pay the remaining amount for my move? CREDIT CARD AND PAYPAL We will reserve an amount equal to your outstanding balance one week (7 days) before your moving day. The amount will still appear on your account, but will not be able to be withdrawn. On your move day your payment will be finalized. https://partners.move24.com/en-gb/faq/finance/Payment%20Processes#bfb7bd1d-b1fc-44d3-8299-08c4932dc4e5
3b98f653-9b12-444e-9273-fa8a1d2f5d67 Can my bill be paid by someone else? In some cases the cost of your move can be transferred to a third-party that provides their consent. To make this change you will need a cost transfer form filled out with details of the company or the person to transfer your bill to. Please get in touch with our Customer Care team and we will provide the necessary form. https://partners.move24.com/en-gb/faq/finance/Invoicing%20processes#3b98f653-9b12-444e-9273-fa8a1d2f5d67
5ef5c74d-6f19-4f5e-b492-8cdfe84c9e78 Can my company pay for my move? In some cases the cost of your move can be transferred to a third-party that provides their consent. To make this change you will need a cost transfer form filled out with details of the company or the person to transfer your bill to. Please get in touch with our Customer Care team and we will provide the necessary form. https://partners.move24.com/en-gb/faq/finance/Invoicing%20processes#5ef5c74d-6f19-4f5e-b492-8cdfe84c9e78
d88e7c4f-0bcb-4fb0-af6f-5ffe175bdd01 Will I receive a payment confirmation? You will receive an automated online confirmation for any payments made through our website. Your final invoice, including payment details, will be sent after your move is completed. https://partners.move24.com/en-gb/faq/finance/Invoicing%20processes#d88e7c4f-0bcb-4fb0-af6f-5ffe175bdd01
5e338f82-0395-4116-8ddf-171bf4c5a915 When will I receive the invoice of my move? The invoice will be sent to you via email one day after your move is completed (typically after your items have arrived in their final destination). You will be able to access your final invoice in the Customer Service Center. https://partners.move24.com/en-gb/faq/finance/Invoicing%20processes#5e338f82-0395-4116-8ddf-171bf4c5a915
f733d19b-ea65-40df-8bdb-9104da583b8d I have filed a claim, am I still expected to pay for my move? Claims are handled separately from your original booking. If you have opened a claim, the payment process remains the same. Any distribution or reimbursement related to the claim will be reflected in a separate document. https://partners.move24.com/en-gb/faq/finance/Claims%20or%20cancellation#f733d19b-ea65-40df-8bdb-9104da583b8d
bc9087e5-6e23-49c6-9e7c-778c0aaf58d7 I canceled my move. Am I required to pay a cancellation fee? Different fees may apply depending on how many days before your original moving date the service is cancelled. Please review our terms and conditions for complete details on our current cancellation policy. https://partners.move24.com/en-gb/faq/finance/Claims%20or%20cancellation#bc9087e5-6e23-49c6-9e7c-778c0aaf58d7
483e3fce-afb0-4e05-87fc-30636b323d21 I am waiting for a refund, what is Move24's process? Before a refund can be issued our team will need to review your move and all associated transactions. This process could take up to 14 days. https://partners.move24.com/en-gb/faq/finance/Claims%20or%20cancellation#483e3fce-afb0-4e05-87fc-30636b323d21
8db9bfa3-a743-4d75-9c4b-8374eda83731 Move24 sent me an email because my payment failed, what should I do? If your payment failed, this may mean that you don't have a sufficient balance or that you have a technical issue with your account. You can use the payment link provided in the reminder email to make your payment. If additional problems occur, please contact our Customer Care team to help you through this process. https://partners.move24.com/en-gb/faq/finance/Payment%20issues#8db9bfa3-a743-4d75-9c4b-8374eda83731
79983b3f-0013-41b3-97fe-a72b9ef455f5 I am trying to pay but it's not working. How can I complete my payment? Please check your payment account for any payment restrictions or low balance notifications. If there are no other issues with your account, please contact our Customer Care team. https://partners.move24.com/en-gb/faq/finance/Payment%20issues#79983b3f-0013-41b3-97fe-a72b9ef455f5
72ab72e3-9790-46a0-94ed-372680b2a987 I received a payment link, but the amount isn't right. How do I get a corrected link? Access your customer service center with your email address and the password you received during the checkout process. You will be able to check your offer and to speak with one of our customer care experts. https://partners.move24.com/en-gb/faq/finance/Technical%20issues#72ab72e3-9790-46a0-94ed-372680b2a987
21554396-73ae-47b7-9716-8509a61403c2 I paid but I still receive communications telling me the opposite. What should I do? If you believe our systems have not recognized one or more of your payments, please contact our Customer Care team with a valid proof of payment. Valid proof may include a bank or credit card statement, or other official document stating the account owner, transaction date, amount, sender and recipient of the payment. https://partners.move24.com/en-gb/faq/finance/Technical%20issues#21554396-73ae-47b7-9716-8509a61403c2
f2a93190-c0dd-494c-8d76-189e6c927172 The billing information on my invoice is wrong. What should I do? In the case your billing information is incorrect, please contact our Customer Care team. https://partners.move24.com/en-gb/faq/finance/Technical%20issues#f2a93190-c0dd-494c-8d76-189e6c927172
a15b2959-ac93-4d1b-afd4-6026ab779ec8 The currency of my invoice is wrong. What should I do? The currency of your invoice should be the same as your original booking. In the case that any information on your invoice is incorrect, please contact our Customer Care team. https://partners.move24.com/en-gb/faq/finance/Technical%20issues#a15b2959-ac93-4d1b-afd4-6026ab779ec8
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