Changed Your Plans? — Cancellation & Refund Policy
MoveMate · Effective date: [DATE]
DRAFT — to be reviewed by a qualified UK solicitor before publication. This policy forms part of the Customer Terms.
Plans change — sofas get measured, landlords move dates. Here's exactly what happens to your money.
1. If you cancel
Cancel in My Bookings (or email [EMAIL] / call [PHONE]). The clock is measured from your booked start time.
| When you cancel | What you get back |
|---|---|
| 72 hours or more before the start | 100 % refund |
| Between 72 and 24 hours before | 50 % refund — or move the job once for free to another date within 30 days |
| Less than 24 hours before | No refund |
| Crew turns up but can't get in, nobody's there, or the job is called off on the spot | No refund |
Refunds go back to the card you paid with, normally within 5–10 working days (depending on your bank).
2. Changing a booking
- More time or more Workers: request in the app — subject to availability, priced at your booking rate.
- Less time or fewer Workers: treated as a partial cancellation using the table above.
- New date or time: free if requested 72+ hours ahead. Between 72 and 24 hours, you get one free move (as above). Under 24 hours, it counts as a cancellation.
3. Your 14-day legal right
Because you book online, the law gives you 14 days from booking to cancel without a reason. If your job falls inside those 14 days, by booking you ask us to start the work early. If you then cancel inside the 14 days, you'll pay only a fair amount for anything already provided or costs already committed (which, for cancellations close to the job, is what the table above reflects). Once the job is fully done, the 14-day right ends.
4. Jobs stopped on the day
The booking stays fully payable if the crew has to stop because:
- the job was materially different from what you told us and can't safely be done (Customer Terms C1);
- hazardous materials (suspected asbestos, needles, drugs or similar) are found;
- an item needs a white good dismantled or other work we don't do and this wasn't mentioned when booking;
- someone on site behaves abusively or threateningly.
5. If it's on us
| What happened | What you get |
|---|---|
| We can't find Workers for your request | Full refund (or no charge) |
| A Worker doesn't turn up and no replacement is found | Full refund for that Worker's share |
| A Worker arrives more than 30 minutes late | Billing starts from their actual arrival, or you can cancel that Worker for a full refund |
| A Worker leaves before your booked time ends without your OK | Refund for the unused time |
| We cancel for any reason (including events outside our control) | Full refund or a free new date — your choice |
6. Extra time and charges after the job
Extra time you approved, and public transport fares for two-address jobs, are charged after the job (Customer Terms B3 and B5). If you think a charge is wrong, tell us within 7 days and we'll check the app's check-in/check-out records.
7. Refund requests about quality
Not happy with how the job went? Contact us within 7 days at [EMAIL]. We'll look at the details and the Workers' account, and may offer a partial refund or credit where the service fell short.
8. Chargebacks
Please speak to us before raising a chargeback with your bank — it's usually quicker. Chargebacks for services that were provided may lead to account suspension.
9. For Workers
If a customer cancels late and pays a cancellation charge, the Workers assigned receive their share (less the 15 % commission). If a customer cancels 72+ hours ahead, no payout is due.