Terms & Conditions

1. Your booking with Movaqo

When you book a removal through Movaqo, your booking is with Movaqo.

We may arrange for a vetted removal company to carry out the physical move on our behalf, but Movaqo remains your point of contact for the booking and payment.

Your booking is confirmed once:

• we have confirmed your move details; and
• your required payment has been successfully received.

Please do not pay a removal company directly unless Movaqo specifically tells you otherwise.

2. Your quote

Your quote is based on the information you give us about your move, including:

• the properties involved
• the items and rooms being moved
• access and parking
• the help required
• any dismantling or reassembly
• any specialist items
• the pickup and delivery locations

Please give us accurate information.

If the move is materially different from the information provided, additional work or an additional trip may be required.

Movaqo will discuss any additional charge with you before collecting it.

The removal company should not agree additional charges with you directly.

3. Changes to your move

If something changes before moving day, contact Movaqo as soon as possible at:

support@movaqo.co.uk

We will do our best to accommodate changes.

A significant change may affect:

• your quote
• the vehicle required
• the number of movers required
• the time needed
• availability

If a change affects the price, we will explain the revised amount before asking you to approve it.

4. Your responsibilities

You are responsible for:

• providing accurate information about your move
• making sure we know about significant or specialist items
• providing suitable access information
• arranging parking or permissions where required
• making sure belongings are reasonably prepared for moving unless another arrangement has been agreed
• making sure the properties can be accessed at the agreed time

Please do not include illegal, dangerous, explosive or hazardous items in your move.

We recommend that important documents, cash, jewellery and other particularly valuable personal items remain with you rather than being placed with general household belongings.

5. Moving day

We will arrange your move using the information confirmed with you.

Timing can sometimes be affected by circumstances such as traffic, access difficulties or events outside reasonable control.

If anything materially changes during the move, Movaqo should be contacted before additional work or charges are agreed.

We aim to provide the service with reasonable care and skill.

6. Cancellations and refunds

You can ask to cancel your booking by contacting:

support@movaqo.co.uk

If you cancel before the move, Movaqo may deduct reasonable direct costs or losses that have already been caused by the cancellation and cannot reasonably be avoided.

We will take reasonable steps to reduce those losses.

If no unavoidable loss has been incurred, your payment will be refunded in full.

If we make a deduction, we will explain what the deduction relates to.

Any refund due will normally be returned to the original payment method as soon as reasonably practicable.

If Movaqo is unable to provide the agreed move, we will contact you and, depending on the circumstances, arrange another suitable solution or refund the amount due for services not provided.

Nothing in these terms affects any rights you have under consumer law.

7. Problems or damage

If something goes wrong with your move, please contact Movaqo as soon as reasonably possible:

support@movaqo.co.uk

Please give us enough information to understand what happened and, where relevant, provide photographs or other supporting information.

We will review the issue and work with the removal company involved where appropriate.

Nothing in these terms excludes or limits rights or remedies that cannot legally be excluded.

8. Contacting Movaqo

For customer support, cancellations, booking questions or complaints:

support@movaqo.co.uk

You can also write to us at our business address: