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.

e5b072eb-c403-4840-9155-136e3eb205d0 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#e5b072eb-c403-4840-9155-136e3eb205d0
0997bcbc-7ea6-4a72-b640-f8b4ebf2b369 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#0997bcbc-7ea6-4a72-b640-f8b4ebf2b369
3381e417-a677-4b2b-8306-39ca85a7707d 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#3381e417-a677-4b2b-8306-39ca85a7707d
8fbd2f64-125f-49c8-8ea1-295822610d7a Which countries does Move24 operate in? Move24 offers a Europe wide moving service, so we can take you from Grimsby to Ibiza if you like! https://partners.move24.com/en-gb/faq/prebook#8fbd2f64-125f-49c8-8ea1-295822610d7a
9e3b59bc-f41f-4e82-8811-8ca296b702e0 How can I pay for my move ? We take the following payment methods: credit card or Paypal. 33% of the total amount is payable 30 days before your move as a deposit and the rest is payable on the morning of your move (we reserve the funds for this 7 days prior to the move if you select credit card as your payment method). https://partners.move24.com/en-gb/faq/prebook#9e3b59bc-f41f-4e82-8811-8ca296b702e0
c4dde3ef-c38f-41d6-baa6-16f28fb03fb0 Why should I choose Move24? 1. Move24 is a certified, Europe-wide removals company that will support you every step of the way from booking to your move day and beyond. 2. We employ service-oriented employees ready to provide you with detailed advice and we create the perfect fixed price offer for your needs. 3. Our optimised business model allows us to offer you moves at a reduced rate up to 70% cheaper than regular moving companies. 4. We guarantee an attractive fixed price without any hidden costs and comprehensive insurance included. 5. Our customer service team will be on hand for you from start to finish. In short: Move24 stands for stress-free moving at a low price. https://partners.move24.com/en-gb/faq/prebook#c4dde3ef-c38f-41d6-baa6-16f28fb03fb0
9b7ddf36-917e-49f2-9206-c54e9a888a9c How is Move24 able to offer such low priced moves? Due to the number of moves we carry out every day, we are able to fill up our moving teams' calendars using up all their spare capacity and thus gaining significant savings. Additionally, through our sophisticated online volume calculator, we can spare ourselves the need for a home visit and thus a lot of time and effort. All this goes towards securing lower prices for our customers. https://partners.move24.com/en-gb/faq/prebook#9b7ddf36-917e-49f2-9206-c54e9a888a9c
ec6a0b71-db66-4f8c-b510-aab31a407561 What services does Move24 offer? 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#ec6a0b71-db66-4f8c-b510-aab31a407561
72b10587-b24f-4235-b56f-1cccb22deb37 I would like to order packing materials. We will gladly add any desired packing materials to your order - please get in touch with customer care to get these added for you. https://partners.move24.com/en-gb/faq/premove/changes#72b10587-b24f-4235-b56f-1cccb22deb37
0ca3ca6f-5de1-4f3c-9d6c-311b69dc1bca 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/changes#0ca3ca6f-5de1-4f3c-9d6c-311b69dc1bca
b31bfc79-dcbf-4f02-ab98-577668786058 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 courier service. https://partners.move24.com/en-gb/faq/premove/changes#b31bfc79-dcbf-4f02-ab98-577668786058
1ecf2cae-c526-4ee9-9255-5fc5f0a9bd11 When will I receive the packing materials ? 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. If your move is less than 2 weeks away at the time of booking, then we will ship them straight away and they will take 1-2 days to arrive. https://partners.move24.com/en-gb/faq/premove/changes#1ecf2cae-c526-4ee9-9255-5fc5f0a9bd11
930839cf-28a1-4a46-adf8-8f7d0e19615e 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/changes#930839cf-28a1-4a46-adf8-8f7d0e19615e
fcc5c4e4-a692-4d92-9644-fd95e094e092 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 we need at least 14 days warning to book these as we are reliant on the local council to install them. https://partners.move24.com/en-gb/faq/premove/changes#fcc5c4e4-a692-4d92-9644-fd95e094e092
faea310e-1011-46c8-9128-43beb8c586ac 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/changes#faea310e-1011-46c8-9128-43beb8c586ac
5cf20fc4-a658-4267-8368-981beb781879 I would like to book a parking suspension. 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 we need at least 14 days warning to book these as we are reliant on your local council to install them. https://partners.move24.com/en-gb/faq/premove/changes#5cf20fc4-a658-4267-8368-981beb781879
dea60b12-334b-4b5e-b8f0-768ac2d5cb6e 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/changes#dea60b12-334b-4b5e-b8f0-768ac2d5cb6e
f42dd4af-13d7-4f0a-ab74-ff96dcd79c4e I would like to fix my moving date. Please get in touch with customer care and let us know when you would like to move and we will book that in for you. We require 10 working days notice to reserve a date for you, unless you agreed otherwise with your sales representative in special cases. https://partners.move24.com/en-gb/faq/premove/changes#f42dd4af-13d7-4f0a-ab74-ff96dcd79c4e
6da14f87-5323-4825-a77f-c737dee6d03d Can I choose a start time for my move? For moves remaining within the UK, we schedule the majority of our moves to commence between 8-10am but if you require a different arrival time just get in touch and we should be able to arrange it for you. For international moves, we require more flexibility but we will let you know whether the pick-up will be morning or afternoon as far in advance as we can. https://partners.move24.com/en-gb/faq/premove/changes#6da14f87-5323-4825-a77f-c737dee6d03d
092e2250-52be-46bc-a326-51e3c090a178 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. https://partners.move24.com/en-gb/faq/premove/changes#092e2250-52be-46bc-a326-51e3c090a178
d7576afc-18db-4aa7-ab44-4b53d552bcae I would like to change my move-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/changes#d7576afc-18db-4aa7-ab44-4b53d552bcae
2e2d5e9d-7446-40c5-a6c9-f1d8533b52f7 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/changes#2e2d5e9d-7446-40c5-a6c9-f1d8533b52f7
550b3e9d-e025-4bac-be3a-b3b770cc4183 I need to change address 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/changes#550b3e9d-e025-4bac-be3a-b3b770cc4183
b3baee5a-baa4-4863-a362-37792f0e3010 On the move day, I will have less items to be moved than originally noted. If not all items on the moving list need to be transported, please inform us in advance so we can inform the moving team. However, please note that the price for your move cannot be reduced once you have booked it with us. https://partners.move24.com/en-gb/faq/premove/changes#b3baee5a-baa4-4863-a362-37792f0e3010
55186de6-71d6-4246-9e64-3b140edc6868 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 accommodate this with no change in price. If the volume increases, then there will be an extra charge to accommodate the extra volume. https://partners.move24.com/en-gb/faq/premove/changes#55186de6-71d6-4246-9e64-3b140edc6868
094db7a5-943d-47cc-bc49-cd5beb11a566 My phone number has changed, can you change it in your system? No problem at all. Just send us an email with your old phone number along with the new one and we will update this for you. https://partners.move24.com/en-gb/faq/premove/changes#094db7a5-943d-47cc-bc49-cd5beb11a566
b0d29eb5-f614-44c9-9a63-67f1685780da I would like to have my moving items insured with additional coverage. We can gladly increase the insurance value of your goods. We just need a minimum of 5 working days prior to your move to organise this for you. https://partners.move24.com/en-gb/faq/premove/changes#b0d29eb5-f614-44c9-9a63-67f1685780da
608cd4ee-8c25-4eff-b2ef-2e1def57f68e I need a furniture lift for my move. Is this possible? Depending on your location, we should be able to arrange a furniture lift for you for an additional fee. Just let us know with as much warning as you can and we will look into it for you. https://partners.move24.com/en-gb/faq/premove/changes#608cd4ee-8c25-4eff-b2ef-2e1def57f68e
0cb791de-a842-4e63-9584-0fb3729bb4d1 I would like to add a stopover address during 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 incur an additional fee as it requires extra effort from the moving team. https://partners.move24.com/en-gb/faq/premove/changes#0cb791de-a842-4e63-9584-0fb3729bb4d1
a9b95d19-778d-4bcd-90e0-1a629715ebc4 I would like to book storage. No problem at all. We offer storage at a standard fixed rate of £15 per cubic metre per month. If you need a shorter period than this it can also be arranged but prices vary depending on availability. Please let us know what you require and we will look to book this in for you. https://partners.move24.com/en-gb/faq/premove/changes#a9b95d19-778d-4bcd-90e0-1a629715ebc4
3fecd806-406a-4c0d-842d-5f84d66c5756 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/prep#3fecd806-406a-4c0d-842d-5f84d66c5756
1cf945c1-0d0a-4286-9992-6d8b285534a1 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/prep#1cf945c1-0d0a-4286-9992-6d8b285534a1
e3844e91-2b9a-4da5-bc4e-44550a1603a2 What happens if I need to make changes on the move day itself? Any changes on the day of your move must be noted on the move protocol and signed by both parties. This acts as evidence for what happened on the day so please also take a photo for your records. These changes will then be taken into account when generating your invoice for the move. https://partners.move24.com/en-gb/faq/premove/info#e3844e91-2b9a-4da5-bc4e-44550a1603a2
71f01a1a-40a8-4978-b818-bc5b8b993b54 What do I need to do in case of damages to my goods? 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. https://partners.move24.com/en-gb/faq/premove/info#71f01a1a-40a8-4978-b818-bc5b8b993b54
8867bf45-d8a1-4896-83d0-87cb169964e8 How can I reach customer service in case of problems during my move? Our customer service is available on weekdays from 8am to 6pm and on Saturdays from 9am to 4pm. https://partners.move24.com/en-gb/faq/premove/info#8867bf45-d8a1-4896-83d0-87cb169964e8
22677df2-c5d2-44b6-bbd7-303d607aa7f4 How long will my move take? We will plan your move so that it can be finished as fast and as efficiently as possible but 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/info#22677df2-c5d2-44b6-bbd7-303d607aa7f4
ad8bb0cc-59d4-44de-bc99-7fa82426544e 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/info#ad8bb0cc-59d4-44de-bc99-7fa82426544e
8839b5a5-2859-4690-8803-6dd3c335e47d 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 and we will order it to be delivered to you in advance of your move. https://partners.move24.com/en-gb/faq/premove/info#8839b5a5-2859-4690-8803-6dd3c335e47d
54d8d122-c20c-4f9c-817d-6262b90aacad 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 and we will order it to be delivered to you in advance of your move. https://partners.move24.com/en-gb/faq/premove/info#54d8d122-c20c-4f9c-817d-6262b90aacad
9a2f67bb-b720-4c50-a837-c6ad2b8cf7ce 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 team. https://partners.move24.com/en-gb/faq/premove/info#9a2f67bb-b720-4c50-a837-c6ad2b8cf7ce
8277ceb0-3496-408a-a423-b6d4341b28d8 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/info#8277ceb0-3496-408a-a423-b6d4341b28d8
a3642e36-ba41-4fc7-b4e0-56213e5dd4d6 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/info#a3642e36-ba41-4fc7-b4e0-56213e5dd4d6
70483b5e-24e1-4200-9cd7-f8c6eb372a73 Why is it not possible to order a parking suspension for my address? The booking of a parking suspension is always subject to an official approval by the local council. If the order is rejected by the council, there is nothing we can do and you will be refunded the cost of the suspension. https://partners.move24.com/en-gb/faq/premove/info#70483b5e-24e1-4200-9cd7-f8c6eb372a73
b94e364f-8811-4b46-8d23-4fd92c55687a 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/info#b94e364f-8811-4b46-8d23-4fd92c55687a
520b6e30-7034-444f-8ff8-f76514a82d14 Can you tell me the name and contact number of the moving team? We can provide this to you within 2 days of the move without problem. This is to ensure the integrity of our partner network. https://partners.move24.com/en-gb/faq/premove/info#520b6e30-7034-444f-8ff8-f76514a82d14
91d04e1c-c9e9-4cec-9b30-4352559cf9de 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/info#91d04e1c-c9e9-4cec-9b30-4352559cf9de
c37d77ca-76b3-4a50-81ce-0fc82489be5c 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/info#c37d77ca-76b3-4a50-81ce-0fc82489be5c
690e20ae-e6c1-4229-b84d-20bb5f6718f6 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/info#690e20ae-e6c1-4229-b84d-20bb5f6718f6
cee3af72-ab42-4f61-92fe-15f2eee1c42a 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/info#cee3af72-ab42-4f61-92fe-15f2eee1c42a
93478cd0-7960-4efd-bf52-47d6bd6967d7 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/info#93478cd0-7960-4efd-bf52-47d6bd6967d7
189414b6-c738-47e4-8172-0f17717278e4 When is my moving team going to arrive? For moves remaining within the UK, we schedule the majority of our moves to commence between 8-10am but if you require a different arrival time just get in touch and we should be able to arrange it for you. For international moves, we require more flexibility but we will let you know whether the pick-up will be morning or afternoon as far in advance as we can. https://partners.move24.com/en-gb/faq/premove/info#189414b6-c738-47e4-8172-0f17717278e4
e7a9964b-0e61-4cf8-b22b-cf16e84bb8f1 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/info#e7a9964b-0e61-4cf8-b22b-cf16e84bb8f1
815d0b1f-97b0-4ce7-9db4-d00512a819a3 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 the destination country https://partners.move24.com/en-gb/faq/premove/info#815d0b1f-97b0-4ce7-9db4-d00512a819a3
01b0adba-f766-401c-ac4c-066bb2b2f49e 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 with 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/general#01b0adba-f766-401c-ac4c-066bb2b2f49e
c43f144b-a423-43d1-8956-889024e938cf How do I cancel a move? Cancellations must always be made in writing and sent by email to us. Upon receipt of the email, 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/general#c43f144b-a423-43d1-8956-889024e938cf
3e9285e5-c823-45f8-9b8f-11c86400daaf 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 written cancellation request. 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/general#3e9285e5-c823-45f8-9b8f-11c86400daaf
dc3b35ea-8e22-4c8d-8330-7d41a92ffa66 Can I change my billing address? We will be happy to change the invoice address for you. Please note, this can only be done by the person we have a contract with. https://partners.move24.com/en-gb/faq/premove/general#dc3b35ea-8e22-4c8d-8330-7d41a92ffa66
8ddf6935-8cb2-4fd5-b159-80231d753bc9 Can my bill be paid by someone else? To do this, we need a cost transfer form filled out with details of the company or the person to transfer the bill to. Please get in touch and we will provide the necessary form. https://partners.move24.com/en-gb/faq/premove/general#8ddf6935-8cb2-4fd5-b159-80231d753bc9
d8449135-6150-4e26-a26a-2a8ac8884c9d Can I settle the invoice after the move? Payment after the move is unfortunately not possible. The deposit is payable 30 days prior to your move day and the balance is due on the morning of the move. https://partners.move24.com/en-gb/faq/premove/general#d8449135-6150-4e26-a26a-2a8ac8884c9d
1132a790-d016-43cc-ba4f-f126643e0649 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. https://partners.move24.com/en-gb/faq/premove/general#1132a790-d016-43cc-ba4f-f126643e0649
84839224-143b-4e87-8626-bd1626a0cc07 Can my bill be paid in installments? You can choose between the various payment methods we offer, however we do not offer a payment plan by installment. https://partners.move24.com/en-gb/faq/premove/general#84839224-143b-4e87-8626-bd1626a0cc07
80d17e8a-5713-4c18-8944-e4e0cb85cb5a What happens if I do not pay before the move? If we have not received the funds by your move day, we will not be able to carry out your move. If there are any difficulties with the payment or the payment method, please inform our customer service immediately. https://partners.move24.com/en-gb/faq/premove/general#80d17e8a-5713-4c18-8944-e4e0cb85cb5a
0a8f77f0-63bc-4f2f-9604-35ec2f9c9f5f Can I change the payment method later? Yes, please just get in touch with customer care and we can send you a payment link where you can reselect your payment method. https://partners.move24.com/en-gb/faq/premove/general#0a8f77f0-63bc-4f2f-9604-35ec2f9c9f5f
3cbec3e3-2f9b-4df4-929c-23daf681add0 What do I need to prepare for my pallet service? You must have everything outside on the curb waiting for collection. Please remember that the items must fit on a 100cm x 100cm pallet, no more than 200cm high. The driver will collect your goods from the curb. Once at the delivery address, the driver will unload the items on the curb and you will need to bring the items into your home yourself. https://partners.move24.com/en-gb/faq/premove/general#3cbec3e3-2f9b-4df4-929c-23daf681add0
0dd1f4ac-eaa6-49f9-bea4-baca7f7d0288 When will my pallet service be delivered? The delivery of your pallet service depends on the route and for this reason it can vary between 3 and 10 days. https://partners.move24.com/en-gb/faq/premove/general#0dd1f4ac-eaa6-49f9-bea4-baca7f7d0288
b182867a-24fb-457f-a2e9-020fe99c5572 When will I know the dates for collection and delivery of my goods? We will communicate the collection date to you 3 - 5 days before your move day. The delivery date will be communicated to you 2 - 3 days before the date of delivery. https://partners.move24.com/en-gb/faq/premove/general#b182867a-24fb-457f-a2e9-020fe99c5572
8979da65-2e87-46ac-924b-e92bb9b15515 I am moving to/from a Non-EU country. Do I need any specific documentation? Yes, for international moves to or from a non-EU country, you will need to provide us with specific documents that the moving team will then be required to show at the border. Customer Service will send you an email with all the relevant info and documents you will need to fill in. You must send the completed documents back to us at least 7 days prior to your move day so that we are able to check them and finalise the organisation of your move. https://partners.move24.com/en-gb/faq/premove/general#8979da65-2e87-46ac-924b-e92bb9b15515
4c42fba5-1fb7-46ce-9b35-c4813ba4fc83 Where will my goods be stored? We will store your goods either in the collection or destination country depending on the partner that will perform the service. This will be communicated to you at the same time as your collection date. https://partners.move24.com/en-gb/faq/premove/general#4c42fba5-1fb7-46ce-9b35-c4813ba4fc83
ebab51a9-6eb2-425c-b4cb-fb7c44b65be4 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#ebab51a9-6eb2-425c-b4cb-fb7c44b65be4
d8c2ea23-906a-46f0-82fb-2bec8b7c7d8f Will any additional items I have be taken on the day? You can add additional items up to 72 hours before your move at the same pricing rate as on booking. Should you forget something, adding items on the day of the move depends on the spare capacity of the vehicle. If there is still space in the truck, we will gladly transport additional items for you and you will be charged according to the price list in the T&Cs after the move has been completed. https://partners.move24.com/en-gb/faq/moveday/issue#d8c2ea23-906a-46f0-82fb-2bec8b7c7d8f
4855a6b7-2a10-4e6c-861c-75cee4552977 What happens if I have extra stuff that will not fit into the truck? If you have extra items that won't fit into the van that we were not aware of, unfortunately it is not our responsibility to take these. If you like, you can book in an additional move with us to get those items collected. https://partners.move24.com/en-gb/faq/moveday/issue#4855a6b7-2a10-4e6c-861c-75cee4552977
15216204-71b1-467f-9f8d-368a043c1a2b Why is the moving team late? This is likely due to traffic jams, accidents or adverse weather conditions which unfortunately cannot be planned for. 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#15216204-71b1-467f-9f8d-368a043c1a2b
abffd512-dcb7-46ad-a8d9-b9088e3b2cbf When will the moving team arrive? We check every delay immediately by getting in touch with our removal team. You will receive feedback from us soon after reporting it. https://partners.move24.com/en-gb/faq/moveday/issue#abffd512-dcb7-46ad-a8d9-b9088e3b2cbf
7e29c573-9a48-4614-95db-b41061e40297 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#7e29c573-9a48-4614-95db-b41061e40297
ee9fcd82-ee86-4567-9038-45c27bf63b36 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 instant 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#ee9fcd82-ee86-4567-9038-45c27bf63b36
745b58c8-fb78-410a-852e-1b9f673cdf4e 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#745b58c8-fb78-410a-852e-1b9f673cdf4e
322d8fb3-5cf2-400d-a3a7-ec219d22ff76 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#322d8fb3-5cf2-400d-a3a7-ec219d22ff76
077202b7-650e-4d34-9a78-f6b995f2623b What happens if my items don't fit in the truck? Our relocation team will make every effort to ensure that all goods on the moving list are transported to the new address. If they indeed cannot fit, we will contact our relocation team and discuss organisation of moving the remaining goods as soon as possible. We apologise for any inconvenience caused and we will of course ensure the transport of all contractually agreed goods. https://partners.move24.com/en-gb/faq/moveday/issue#077202b7-650e-4d34-9a78-f6b995f2623b
294887e4-ed70-4767-b682-222b2633f11b What happens if changes occur on the moving day? Any changes on the day of your move must be noted on the move protocol and signed by both parties. This acts as evidence for what happened on the day so please also take a photo for your records. These changes will then be taken into account when generating your invoice for the move. https://partners.move24.com/en-gb/faq/moveday/service#294887e4-ed70-4767-b682-222b2633f11b
af87e860-6e0c-4c59-8ebc-afe5329aed4c How are my goods insured? Our standard insurance covers 125% of the value of your move. You can also book additional insurance with us up to any value you choose if you have goods of a higher value. https://partners.move24.com/en-gb/faq/moveday/insurance#af87e860-6e0c-4c59-8ebc-afe5329aed4c
f18cf0dd-3c12-4e64-8ab5-60dc3eef74e7 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#f18cf0dd-3c12-4e64-8ab5-60dc3eef74e7
62ca0765-db58-4cc1-9012-3b8638563618 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#62ca0765-db58-4cc1-9012-3b8638563618
873b15ac-e376-4bc4-bf98-45c9fc104c7e 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). 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#873b15ac-e376-4bc4-bf98-45c9fc104c7e
c02c357a-e8fc-47fd-83fd-7f3ecffb857d 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. https://partners.move24.com/en-gb/faq/postmove/payment#c02c357a-e8fc-47fd-83fd-7f3ecffb857d
af3556c3-7fcb-429c-b8d4-1e44b77c47ff Can my invoice total be changed retrospectively? The invoice total is calculated from the agreed services documented on the move protocol. In case of additional services on move day you will receive the additional costs in an invoice after the move. https://partners.move24.com/en-gb/faq/postmove/payment#af3556c3-7fcb-429c-b8d4-1e44b77c47ff
1403f683-39d0-4225-addd-5c220c8f30bd Some damage occurred on the day of the move. How should I inform Move24 about this? Notification of damages must be made in writing through the claim form. Damages must be recorded on the move protocol if they were already visible on the day of the removal. The claim form is to be completed as completely as possible. Missing documents can be submitted later. Please pay attention to deadlines for reporting the damages - Visible damage 24 hours - Concealed damage 14 days https://partners.move24.com/en-gb/faq/postmove/issue#1403f683-39d0-4225-addd-5c220c8f30bd
a2f7ece0-8ec0-423d-b1da-83c1fb0b1b4b 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 reference number and contact information for them. https://partners.move24.com/en-gb/faq/postmove/issue#a2f7ece0-8ec0-423d-b1da-83c1fb0b1b4b
888f38f6-6aaf-4d89-9bb7-3f85b2459b74 How do I deal with possible damage on moving day? All your damages should be recorded on the move protocol and submitted with the claim form to be transferred to our Claim department. It is important that property damage is documented with photos. In this case, it is advisable to document details together with the movers on site on the relocation protocol as well as the state of the objects and premises, before the start of the move. https://partners.move24.com/en-gb/faq/postmove/issue#888f38f6-6aaf-4d89-9bb7-3f85b2459b74
d0ceed74-23f3-4193-93e6-ff7f8d3f191b 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#d0ceed74-23f3-4193-93e6-ff7f8d3f191b
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