Frequently asked questions

From your van size, the real driving distance, any helpers or stairs, and the time of your move. Every factor is shown as its own line before you pay anything.

Yes, provided the details you gave us match what's actually there on the day. Quotes are valid for 7 days.

No — the booking wizard prices your move with no account and no obligation until you pay the deposit.

Yes, call us and we can talk through your move and give you a price, though the online wizard is usually faster.

A £65 minimum applies to every booking, regardless of how small the job is.

You choose a two-hour arrival window at booking, and your driver will aim to arrive within it.

Boxes packed and ready to move, a clear path to the door, and parking or a loading bay sorted if needed.

Someone needs to be at pickup to hand over access and at drop-off to direct placement — it doesn't have to be you the whole time.

Overtime is charged in 15-minute blocks at the rate on our pricing page, agreed with your driver on the day.

Let your driver know as early as possible — they'll do what they can, but a significantly bigger load than booked may need a follow-up trip.

Small fits a few boxes or a mattress; Medium a studio flat; Large a 1-2 bed flat; Luton a 3+ bed house. The booking wizard shows a price for every size so you can compare.

Yes, upsize any time before you book — the wizard shows the price difference clearly.

Your driver will let you know on arrival if the load doesn't fit and talk through options, including a second trip.

Yes — see our piano and specialist items service for the trolleys and tie-downs used for pianos and safes.

20% of your total, or a £25 minimum, whichever is higher. It's deducted from your total, not an extra charge.

Directly to your driver on the day, by whatever payment methods they accept — card or cash.

Card, Apple Pay and Google Pay through our secure checkout, powered by Stripe.

Yes — card details are handled entirely by Stripe, a PCI-compliant processor. We never see or store your full card number.

Yes, a receipt is emailed automatically after your deposit is paid, and commercial invoicing is available for business accounts — contact us.

Yes — every driver carries goods-in-transit and public liability insurance, checked during our vetting process.

Basic transit cover applies to items loaded by your driver. See our terms for exclusions and how to lodge a claim.

Report it within 48 hours of your move, with photos where possible, so we can look into it quickly.

Cover is limited for boxes packed by you that the driver never opens — pack fragile items carefully and consider our packing materials bundle.

Yes, free of charge up to 48 hours before your arrival window — use Track a booking or call us.

The deposit isn't refunded, since a driver has already been allocated to your job and other jobs turned down for that slot.

Contact us and we can usually add a stop and adjust your price before your move date.

Let us know as soon as possible — small changes are usually easy to accommodate, larger ones may affect your price.

Apply through our drivers page with your van and licence details — see driving with us for the full process.

No — owner-drivers choose their own hours and which jobs to accept, with no monthly platform fee.

Weekly, direct to their nominated account, plus whatever the customer pays them directly for the balance.

Goods-in-transit and public liability cover is required before a driver can start taking jobs.