FREQUENTLY ASKED QUESTIONS
Most questions are answered here…
General
What services does Relōku provide?
Relōku supplies vehicles with helpful, friendly, insured driver / porters to relocate anything from a single item to a full house removal – to your door, when you want, for as long as you need.
You can have as much assistance as required, and travel in the van to your destination at no extra cost.
Our unique technology shows real time availibility and accurate quotes, then tracks, monitors and measures the time and distance of your job, charging the exact amount used at the end – no 2 hour minimums, no hidden extras, no vague timings or costs… just a reliable, transparent, and convenient service.
How does it work?
Use the online quote section to get price estimates and check availability.
Choose the van and amount of help required, and book the date you need online.
You’ll then get text and email confirmation with everything you need to know, including updates and real-time driver tracking information before the move.
What should I use the service for?
Whenever you need anything moved from one place to another, Relōku can help – from a single box to multiple van loads.
Think of it like a taxi service – with some muscle – for your belongings!
Examples:
For domestic use
– moving home or flat
– transporting large items like a fridge, sofa, mattress, table and chairs, etc.
– collecting purchases from stores like Ikea or Currys
– delivering an oversized eBay purchase
– taking items to a storage unit or recycling centre
– lifting heavy items between rooms in your property
For business use
– moving office
– archiving boxes of business files to storage
– moving stock between stores
– transporting promotional material to an exhibition
How do you say the name, and what’s with the little line?
It’s pronounced ‘ree-LOW-koo’… a bit like a shortened, stylised ‘relocate you’.
The line above the O is called a macron which indicates a long or accented vowel.
But honestly we just like how it looks – not just because stressing the O makes it sound more melodic, but also because it looks like a wheel with a carrying platform above it…
What hours do you operate?
Technically we never close as our drivers work all hours but instant availability varies depending on time and day or week.
For example, it’s usually very busy on Saturday at 9am but very quiet at 2am on a Tuesday morning…
The booking system will show the nearest available options if you need something moved immediately or offer specific time slots when booking in advance.
Why shouldn’t I just use a courier?
Of course you can, provided that you meet the following requirements….
– your items are small enough
– you don’t need to travel with the van
– You dont need a direct A to B journey
– it doesn’t matter if it arrives in a few days
– you dont need any help lifting and carrying
– you don’t mind your stuff going in with other peoples
– you can wrap, protect and box each piece you’re moving
– you can print labels for each individual item you need moved
– you can provide accurate weights and dimensions for every item
If so then of course try a courier, it could be slightly cheaper! *
But if it’s too big, or you need help to lift and carry, or you need a direct route, or you need to travel with the van, or want a same day drop off… then Relōku can help!
* (That said, before you actually book a courier please check our ‘pool’ option, which is halfway between our full direct service and a standard courier service… it’s a fairly revolutionary way to get ‘courier type’ loads moved, especially if it’s more than a single item.)
What is your ‘pool’ option?
(Note – pool option not available in all areas yet)
During the booking process our technology will notice if your load fits certain criteria and where applicable will offer the ‘pool’ option – meaning we collect your goods while en-route between jobs or addresses, much like a courier, although (unlike a courier) we will still help lift and carry, and will usually deliver the same day.
These are discounted trips, perfect if you dont need an empty vehicle fully dedicated to your load.
It also allows us to optimise empty space in a huge range of vehicles including cars, scooters, bikes etc. for greater efficiency and economy, all while reducing road use, waste and pollution.
Payment & Prices
How is payment taken, and do I have to pay in advance?
Payments are made by card, and we can only accept cash if a card transaction fails.
You’ll need to enter your card details to complete a booking but we won’t take full payment until the job is completed.
Transactions are handled by Stripe, one of the largest and most secure card processors in the world.
Do you add VAT on afterwards?
VAT is not added afterward as an extra, the quotes displayed online and calculated during the move are fully inclusive.
I understand that I only pay for the time I use, but what‘s the hourly rate I’m charged at?
One of our unique offerings is that every quote is bespoke according to your exact needs – we don’t charge flat hourly fees with two hour minimums, which is what most of the industry does.
Why? Because we think that’s inefficient and unfair. For example…
– if you only need a few items moved nearby you still have to pay for two hours…
or
– if your job takes 2 hours and 10 minutes, you have to pay for 3 hours…
or
– if you only need a short loading / unloading time but pay extra for driver help AND THEN you’re travelling long distance, you would pay more for the travelling time than if you didn’t need the driver assisting…
Not fair, right?
So we created complex tech to measure and charge different rates depending upon the activity – so driving time, loading time, traffic time, and motorway or city mileage etc. can all be charged differently.
Rates also vary depending on van size, date and times, vehicle availability, driver helping, porters required and so on.
The best way to get a feel for the pricing is to use the quote system and play with different parameters for loading, porters and distance. It will update in real-time so you can so how each factor affects the cost.
Do you charge extra for going up stairs?
We do not charge extra for going up stairs – but be mindful that loading / unloading takes longer when walking items up or down flights of stairs, so please factor that in when getting quotes.
Are government fees like Congestion and ULEZ charges included?
Unfortunately the transportation industry is taxed very heavily in numerous ways, some of which are unavoidably passed to customers.
As CC and ULEZ are area specific, if you need to go in either zone during your move it will be chargeable when applicable and applied it to the final cost if required.
Will the quote be the actual price I pay?
We are unique in that we track and monitor the work in real time and only charge for what you use, so if your estimations were accurate the price should be very close to what was quoted.
For estimating your load / unload times when obtaining quotes give consideration to stairs, distance between van and property, how much you are moving and also how easy your items are to carry – for example, boxes can be stacked and carried more easily than loose items.
We generally find that people are remarkably accurate with their load time assessments, so you shouldn’t get any huge surprises.
I’ve found cheaper quote, will you beat it?
No, and here is why we don’t offer price matching…
Firstly, it’s quite unlikely that it is cheaper as almost every other removal, large delivery or ‘man and a van’ service has minimum booking times (usually two hours) plus extra costs for stairs, fuel, additional items, and so on – check their small print!
Secondly – many other services force outsourced independent drivers to compete on price, and offer the work to the person who charges the least. We believe this can encourage drivers to cut corners – like dragging jobs out longer to earn more, or using ‘bait and switch’ tactics like starting cheap then adding additional charges, or at worst simply not carry the correct insurances or not bother going to a job if a better offer comes in – leaving you stranded.
Thirdly – we believe this is an important and valuable service which requires drivers to be responsible, skillful, dedicated, fit, strong and hardworking, and that this should be rewarded with respect and a decent standard of renumeration… as such we pay drivers among the highest rates in our industry.
In short, we are proud to offer a high quality service focused on convenience, reliability and transparency, using unique innovative technology offering assurances and guarantees – all while still being priced competitively to provide maximum value for everyone.
(If the lowest possible price is the only factor you require we suggest trying Gumtree, local classified ads or comparison sites, but be aware these might be entirely unregulated services.)
Services (& Exceptions)
Can I travel with the vehicle?
Yes, drivers carry ‘hire and reward’ insurance which allows commercial use of a vehicle including carrying passengers.
There is no additional charge for travelling in the vehicle provided there are seats available based on your requirements – most vans have two seats next to the driver, except the small and micro sizes that only have one extra seat available.
So for example, if you have requested a small van with just the driver then you can travel with them, but if you also booked an extra helper (porter) then there will not be a seat available for you.
Information about available seats will be shown when booking. Pool option loads do not allow travel with the vehicle as they may not be direct A to B journeys, and some micro or small vehicles may not be able to carry passengers.
Note: We cannot carry passengers in the loading area of a van, so please don’t ask your driver – it’s dangerous, illegal and they would get penalty points with a fine, plus you’d have to get out and walk if you were stopped by the police!
Will you do a site visit?
Generally there is no need, but it’s possible in certain circumstances. It would be charged a callout fee but the online van size information or a phone call / email with some photos is usually enough to address any queries you might have.
Do you help with packing?
Yes, although generally customers are packed and only need us to help move their goods – obviously packing counts as loading time and therefore increases the final price if you didn’t factor it into your quote.
We can even supply boxes and packing materials at additional cost if you require, but please contact us in advance if you need this.
Do you offer storage?
Currently no, but we are affiliated with trusted partners who can offer preferential rates to our customers. Click here for more details.
Do you offer boxes and packing materials?
We can supply boxes and packing materials at additional cost if you require, but please contact us in advance if you need this.
If you need boxes and packaging immediately we recommend visiting your local self storage facility who will sell almost everything required for removals and storage of goods.
How far will you travel? Can I move to another city or town?
Mileage or area coverage is unlimited so we can move between cities without issue PROVIDED the job starts or ends in a city where we are active.
We will also be expanding into many other major UK cities in due course.
We are constantly expanding our service areas, so please check the list here for the latest city additions.
Who sorts out parking?
The customer needs to ensure we are legally allowed to park at the time you require by checking signs for restricted times or areas, red routes and so on.
We are legally allowed 20 minutes on single or double yellow lines when loading or offloading unless otherwise specified by signs.
CCTV monited areas must be exactly to time, but being strictly timed by a warden as soon as you begin to load is unusual so we can often continue longer then 20 minutes in those situations.
Red lines are usually time restricted but often have loading bays operational during specified hours.
Bus lanes are nearly always time restricted, and bus stops can never be parked on.
In unregulated parking areas some customers like to reserve a spot with their own car or by marking a space with cones or similar – this can be useful but is not required.
You could arrange a dispensation with the council when booking a larger removal – however we have found this to be a long, inefficient process which is usually not worth doing for anything less than a 3 or 4 hour job. Even then it may simply be easier and even possibly cheaper to simply accept that a parking fine might be incurred.
If we park on a meter then this cost is passed on to the customer, and likewise if we incur an unavoidable fine either because we have no other option but to park illegally (or if the customer insists that we do so) then it will be added at the end of the job.
However these instances are very rare, as drivers are experienced in navigating city parking.
NOTE – if a driver incurs a fine by their own fault during a job without warning you in advance that it’s possible, then this is not the responsibility of the customer and you will not be charged.
Will you dump or recycle items?
Sure, provided you are moving residential waste which won’t make a mess in the van and have either a pass or evidence of local residency.
Many drivers are authorised waste disposal carriers and can therefore dispose of items (including commercial waste) on your behalf, although this must be requested in advance.
Both of these options may incur costs levied by the councils / disposal facilities. If you have any doubts please call your local facility or council and they will be able to offer exact guidance on vehicle restrictions, opening hours and costs.
Will you move pianos?
We can do as part of a move, but we insist on a 3 man team and there cannot be any stairs involved for a full sized upright or anything bigger.
If there are stairs or it’s the only item you want moved, we recommend using a specialist company. Please contact us for details.
Will you dismantle and reassemble items?
Yes, provided they can be dismantled with standard basic tools and do not require any specialist skills or equipment.
We cannot always guarantee or insure items that we have to disassemble, because the act of dismantling can often make items more unstable – as is often the case with many Ikea or flatpacked wardrobes for example, which are designed to be built in place and don’t tolerate being moved very well.
However if its a simple case of unscrewing the legs from a sofa or uncoupling a bed frame, the drivers are more than capable and always willing to assist. Please see the insurance and waivers caveats in the section below.
Can you un-plumb my washing machine or dishwasher?
Although the short answer is ‘usually not’ there can be exceptions…
If this is a simple fitting with a working isolation tap, we can either tell you exactly how to do it, or possibly assist – with the caveat that this is not covered by any of our insurances and would require a liability waiver from the client should anything not go as planned. Please see the insurance and waivers caveats in the section below.
Can you get large items out of windows, or remove door frames?
We can take items through windows provided it is safe to do so – and this means for you, your items, the window, and our staff – but if you need us to dangle a sofa from a 3rd floor window and lower it with a tied up bed sheet, then we must usually decline.
Removing doors from their frame is an easier option, and we can do it provided the screws are not sealed in or painted over (please see the insurance and waivers caveats in the section below).
Can the driver just drive the van if I don’t need any help with my stuff?
Yes, we can just drive wile you can do all the lifting, carrying, loading and unloading yourself.
Your driver will instruct you the safest way to load and oversee to ensure it’s secure and safe to transport during the journey.
Must I hire the driver, can I just hire the van and I’ll drive?
All vans come with a driver, but you can choose to do all the loading and unload yourself if you prefer and he will just drive the van.
We do not offer ‘self drive’ van hire – but while it might look easier or cheaper at a glance bear in mind that hiring a van assumes a number of things…
– You usually have to be over 25 with a full UK licence and have a credit card with around £500-£1,000 available on it as a deposit. You will be pressed to take their extra insurance – if you don’t then even the slightest scratch or mark anywhere you could lose that money.
– You need to get to the hire place to collect the van, pay for fuel and figure out how to pay the Congestion / ULEZ charges, and get fined heavily by TfL AND the hire shop if you forget.
– Then you have to drive and park a large unfamiliar vehicle in London’s busy streets, and do all the work yourself or with friends who are probably not accustomed to manoeuvring large heavy items around small spaces.
– You will have time pressure to finish and get the van back before they close to avoid paying for another day, which bizarrely is often midday on weekends, exactly when most people need to move.
– Then after you finish and really want to sit down with your friends to have a drink, you must drive back to the hire place, go through an extensive check in process hoping you get your deposit back, then get back home befroe your friends drink all your beer.
It really is much easier to simply book us online, relax, and get the job done with a professional – plus it’s often the same price or cheaper than self-drive van hire anyway.
Will the driver help with all the lifting and carrying?
Yes, we help with lifting, carrying, loading and unloading- to any room, on any floor, in any building.
We can also supply extra helpers if you require.
How much extra help can I book?
We can supply up to three men per van (driver plus two extra loaders).
If you need additional vans we can also arrange that.
How do I know if I need extra helpers?
Generally, any item weighing over 40kg needs at least two people to carry, or when items are particularly awkward like fridges or sofas.
If you feel that you may not be comfortable carrying large items with your driver – or you are unable to help at all – then please select the extra helper option, which also means your goods are fully insured should any incident occur.
Will you take items upstairs, or to any room? Will that cost more?
We will take the items anywhere you choose – to any room on any floor of any building, provided its physically possible! There is no extra cost for flights of stairs, everything is included in the loading and unloading times.
Do I even need to be there?
No, you don’t need to be at any of the addresses – we can carry out any work on your behalf without you being present but obviously we need access to all buildings or properties involved, and you will need to remotely sign it off at the end of the job with your unique code.
Will you supply just the help without a van if I need things moved within my property?
Yes, we can – but currently you will still have to pay for the van to get to you, as obviously they need transport and will be coming from or going to other jobs.
Can I bring my pet with me in the van?
It is possible at the driver’s discretion. Most drivers are fine with this provided the pet is securely in a cage or well trained enough to be calm during the journey.
If you want to bring a pet please include that information during booking, and please be sure they have used the toilet before you travel to avoid any surprises…
What if I need more loading or unloading time than I booked?
Generally people are remarkably accurate with their estimations, but if you think you need extra load time before the driver actually arrives you can amend it in your booking online.
If it’s only becomes apparent that you need extra time once loading has already started, then it’s usually fine – the technology will monitor everything and simply add the extra time on to the final price.
However in rare situations where the time needed will far exceed the time booked and will impact the drivers later jobs, we reserve the right to reschedule it and you would still be charged a call out fee for the driver who arrived.
As such, please try to be thoughtful with your estimations when booking.
What if the van is too small?
We will always try to complete every job we attend, and if the van you booked is too small we will consider doing multiple runs to get it done especially if the destination is close (within a few miles).
However if the distance is too far to make this possible or the impact to the drivers schedule will be too much, or an item is simply too big to fit the vans loading area, then we reserve the right to reschedule the job and you would incur a call out fee, and/or be charged for the work the driver was able to complete.
Please check our T&Cs for full details.
How well packed must everything be - are bin bags ok?
Basically the more careful, safe and organised your packing is, the faster we will complete the job.
Bins bags for clothes are fine, but use the heavy duty ones – if they are too thin and break then your clothes will be all over the floor and it will take more time sorting it all out.
The same applies for flimsy or untaped boxes – plus if they fall open and things get damaged our insurances may reasonably dispute liability on the basis that the goods were not adequately packed for transport.
How can I be sure you are definitely coming?
Once a booking is made you will get a confirmation email and SMS, and again closer to your booking time with links to track your driver, and you’ll receive multiple notifications as the date and time of your move approaches.
We also have various failsafes, so should anything happen with an allocated driver meaning they can’t attend your job it will be automatically reallocated to the closest available alternative.
Do I pay for the van to travel to my pickup, or back to a depot afterward drop off?
No, your time and distance measurements only start once we arrive and only remain active while we are performing the work, then they stop when it’s complete and payment is made.
What happens if you are late?
Our system allocates drivers carefully and efficently, but of course traffic and over running jobs can affect the schedule.
If it looks like your driver will be substantially late then the system will look for other drivers who may get to you sooner.
If none are available to arrive in time, we will alert you and offer options, and you’ll be kept updated until a driver is available.
If you have no flexibility in your schedule then we have further alternatives which we will discuss with you directly should the situation arise.
Drivers
Are your drivers checked? Do they only work for you?
All drivers and porters are vetted using numerous methods including government background checks, passport verification, right to work evidences, proof of address, electoral roll, bank details and so on.
We also run identity checks including digital facial recognition verification and perform on-going scanning of watch lists, blacklists and ‘persons of interest’ databases from various sources.
The majority of our teams work in branded vehicles exclusively for Relōku.
However in response to high demand we are rolling out an entry level pool / courier service which may use outsourced vehicles and teams. They too must satisfy our checking systems and meet all insurance and training criteria before they can begin, and must also maintain high feedback and performance scores to continue working with us.
Are your drivers trained?
Yes, drivers are all trained and accredited in our company policies, general H&S protocols, lifting and carrying techniques, and also in methods of securing loads in the van for optimum security and safety in transit.
We also have strict guidelines on behaviour, presentation and manner when dealing with customers and uphold these standards through various methods including our customer feedback system. Drivers falling below certain performance thresholds risk losing their position on our platform.
Will my driver speak English?
Yes – a prerequisite of being a Relōku driver is fluent conversational English, even if it is not their first language.
Can I request a female driver or porter?
We have female porters and drivers, but don’t offer the option to specifically choose a particular gendered team unless the circumstances are very unusual.
What is your stance regarding diversity?
We work with people who are best qualified to perform the work regardless of race, religion, gender, sexuality, identity or any other factor.
As such we welcome customers, partners and staff who reflect the diversity of our beautiful cities – not only for virtuous or moral reasons but also because we want customers to feel comfortable and familiar with any driver who may arrive with them.
Also generally drivers will cover an area local to their home which helps make everyone feel a better sense of community, connectedness and familiarity.
We do not expect bias, prejudice or bigotry from any staff or associate and would not expect it from any customer either.
Do you employ drivers full time?
Yes – branded vehicle teams are employed full time, and also incentivised by earning bonuses for work performed, good reviews and so on.
However for the few carefully approved 3rd party drivers doing ‘Pool’ work we do not limit any entrepreneurial ambitions of optimising the earning potential of their vehicles, so they can choose to work as much or as little as they wish.
Drivers are given different types of work based on their vehicles, preferences, abilities, ratings and so on but all are fully vetted, checked, trained and fully versed in the high standards expected of them.
I want to give my driver a tip, is that okay?
Of course, if you feel they deserved a tip then it would be welcomed.
However please don’t be tempted to use offers of tips as leverage to gain extra work, favours or free additions after a job has completed, as we cannot guarantee or insure any work that wasn’t performed within the remit of our technology’s measurements.
Likewise, for the same reasons a driver should never specifically request a tip from you, or offer extra work ‘off the clock’ for cash.
Vans & Equipment
Do your vans carry blankets, straps, trollies and tools?
All vans carry blankets, straps, trolley / skate, and essential tools. Smaller vans may only have a ‘skate’ for heavier items due to space constraints.
Blankets and mattress covers are for general protection only, and we do not carry boxes or bubble wrap due to space restrictions. Please order this in advance if required.
Are all your vans branded?
Yes, currently all our vans are fully wrapped and branded.
As we expand our ‘pool’ option some vehicles may have less branding but porters will have Relōku branded ID lanyards and vehicle window stickers to identify them.
Are there van height restrictions for car parks or loading bays?
Only the micro and small vans plus some low roof medium vans will fit underneath standard car park height barriers which are around 6.5 ft – larger vans need around 8-9 ft clearance and Lutons need at least 11-12 ft.
Loading bays are generally built to accommodate larger vehicles but please check the van dimensions page if you are in any doubt.
Insurance, Waivers & Legals
Is everything fully insured, including me and my stuff?
Yes. All drivers must carry goods in transit, public liability, and fully comprehensive hire & reward vehicle insurances.
This means that in the unlikely event of an accident or mishap you and your items are covered.
Of course, with all insurance there are caveats, disclaimers and waivers which you can see in our T&C’s page, but broadly speaking if anything is damaged directly by us while in our care then it will be repaired, replaced or compensated for (unless you have opted to waive cover entirely).
What Do Your Insurances Cover?
All drivers must individually carry the following –
Fully Comprehensive vehicle insurance. This covers the van (or any 3rd party vehicle) in the event of an accident, regardless of who was at fault. It also includes personal injury issues arising as a result of a vehicle accident.
Hire & Reward insurance – this allows us to accept payment for using the vehicle commercially.
Goods In Transit insurance – this covers your items in the vehicle as are they are being transported under our care. Our standard cover is for £500 but we require that driver carry insurance potential up to £10,000 if you choose higher levels of cover.
Public Liability insurance – this covers possibilities outside of the actual transportation, such as damaging a wall in a property, or unlikely events such as injuring a passer-by.
This means that in the unlikely event of an accident or mishap that you, the general public, your items and us are all covered (unless you have opted to waive the cover).
Of course, as with any insurance there are caveats, disclaimers and waivers which you can see below and in our T&C’s page, but broadly speaking if anything is damaged while in our direct care then it will be repaired, replaced or compensated for by us or our insurance.e them.
Are There Insurance Exceptions?
Yes, inevitably there are stipulations for any insurance. In the interests of keeping this basic and brief, here are some general guidelines –
Items must be adequately protected for transport. As the customer will usually be doing this it means items like TVs are ideally in their original box, or at least well bubble wrapped and protected. The same applies to items like mirrors, glass tabletops, and crockery and kitchenware.
Insurance companies usually require evidence that an electronic item was working prior to moving, should a claim arise after the event when no obvious damage occurred. We recommend taking video of working TV’s, monitors or any other item you might be concerned about before we arrive.
Damage must be pointed out and documented immediately. It is very difficult to attribute liability after a move is complete and the driver has left, and most insurance companies would immediately reject a claim on this basis if it wasn’t reported and logged during the move.
Some things are simply not covered, which we will detail in the section below. These include tasks like lowering items from windows, over balconies or fences, removing windows or doors, or tampering with any type of electric, water or gas fittings, fixtures or mains. Pets in the vans would not be covered.
Usually a purchase receipt will need to be produced for any items claimed.
If there is an outright liability rejection or dispute, or if it is felt that a claim is false, vexatious or frivolous, an insurance company is likely to reject it.
In short, insurances are in place for both your protection and also for ours. Almost without exception, damage is likely to be very obvious if it occurs and liability is undisputed. Drivers have nothing to gain by denying something if it happens – the insurance premiums do not increase enormously if a claim is made, and they risk having funds held by us should they be found falsely denying liability. By the same theory, any claim made without reasonable certainty that it occurred under our care is unlikely to be upheld by an insurance company.
When Would I Need To Sign A Damage Waiver?
We will always try to complete any job and be as helpful as possible, but occasionally a task requested during a removal cannot be covered by our insurances.
In these situations we require a signed waiver should they want these tasks to be carried out either by us, or under our instruction or advice. These may include things like the following –
Unplugging electrical devices
Switching off water valves from washing machines or dishwashers
Turning off any water, gas or electric mains
Unscrewing or separating any items hose, fixture or coupling from a wall fitting. This may include un-plumbing a dishwasher, oven or air conditioner etc
Taking mirrors or pictures off walls
Lowering items from a raised area such as a balcony, mezzanine, etc, either by hand or by rope / tie / chain etc.
Taking items through windows, over fences, etc.
Removing windows, doors, fences etc.
Deconstructing and reassembling any item
Moving constructed flatpack items such as Ikea wardrobes or cupboards when the driver considers that they may not be solid or stable enough to withstand movement
Oversized items being moved through small areas when it is considered that the walls or surrounding areas will inevitably be marked or damaged
Situations where the driver feels that the customer requires more professional help moving an item than they booked, and therefore is forced to carry something in a way they feel may compromise the item, the property, or even the customers wellbeing
Carrying pets in the vehicle
Your driver will explain exactly what part of a move you are absolving him of liability from, and this will not affect or diminish the protection you are given in the overall move.
What if something happens to my items, how do I claim?
If damage occurs to an item under our care it needs to be immediately verified with your driver who will then take photos and log the incident in the app. It must be verified and also electronically signed off by the customer in the presence of the driver using your unique code. We will be immediately notified, will assess the report and begin dialogue with the driver to resolve.
If required, all details will be presented to the insurance company for assessment. If the damage is minor (such as a broken plate etc.) for speed and economy we may simply opt to reimburse you the amount directly after verifying replacement or repair values.
For accounting purposes full payment must still be made at the end of the job in the event of any damage, and any payments or reimbursements will be resolved through the correct protocols outlined in our T&Cs – meaning we can’t just ‘knock a bit off the job price’ to compensate, as the system isn’t equipped to calculate it.
Are my goods insured if I’m carrying them?
Generally yes – but who insures them depends on who damages them…
If you choose to either self load the van or assist the driver with your goods, and you drop a box on your own foot or pull a muscle, smash a glass etc. it can not be covered by any insurances we hold – us helping to lift and carry doesnt mean we can be liable for any damage you incur to your own goods or yourself during the process.
For example, if you drop your own items during the move then our insurance will not cover that (although your standard household insurance usually does, assuming you have ‘accidental damage’ cover).
However, obviously any accidents, incidents or damages caused by us during the course of the move would be our responsibility – for example if you are carrying something WITH your driver, and THEY drop it, then you would be covered as it would be directly under our care at the time.
Will the driver show me how to lift?
Yes, he will help however he can, including offering advice and showing you how best to lift items. He will also try to take the awkward or heavier items himself, or take the more difficult side of the item if carrying something with you.
Please note, while we carry Public Liability insurance this only protects persons or property for accidental damage in the course of performing a task – such as us dropping a box on your foot for example!
As such please be aware when deciding whether you need help or not, and if you are in doubt whether you really want to get involved in lifting and carrying then please just pay the small extra amount and leave it to us, while you can simply organise and arrange…!
What if I don’t want insurance, can I get a discount?
Yes, we can offer discounts if you choose to waive or reduce insurance cover during your move. This might be requested if you are only moving items which can’t really be damaged, or are not of particular value, or you’re taking items to a disposal facility.
Please note that your statutory rights are not affected, and this only waives your right to claim for damage to your goods or property while under our care. All our other service promises and duty of care responsibilities to you and your items remain intact.
Can I get a higher amount of insurance cover?
Yes, we can offer additional levels of insurance cover up to £10,000 per load when booking, and will be charged accordingly as cover increases.
If you require a higher insurance level than £10,000 please contact us to arrange.
Booking Amendments & Canellations
What if I need to change something on my booking?
You can conveniently and quickly change, amend or alter your booking in your account without needing to contact us.
Just click the amend button and you can add or subtract load durations, alter an address or the van size, add a stop off along the way, or even change the time and date of your booking entirely.
None of this incurs a charge unless it’s within 2 hours of the booked start time, please check our Terms & Conditions for full details.
What if I need to cancel my booking?
You can cancel your booking directly in your account without needing to contact us directly. This does not incur a charge up to 24 hours before your booked start time.
If you need to cancel within 24 hours of your booked start time, you will incur a cancellation fee of 10% of your booked cost.
Cancellations within 6 hours of your booked start time will incur a cancellation fee of 20% of the booked cost.
All closer cancellations incur a 50% fee, including the driver arriving but being unable to perform the work for reasons such as lost keys, customer can’t be located, incorrect address provided, etc.
Please check our Terms & Conditions for full details.
Privacy
Will you spam me or sell my details?
We occasionally send unique offers or discounts to previous clients, but of course you can opt out at any time using the unsubscribe link.
We take privacy and data protection very seriously and will never share emails, phone numbers or any other details with any company or individual unless required by law.
We also have a phone routing system so that your driver never has access to your actual phone number, and only has your details for the duration of the job.
Your personal details are not stored or accessible anywhere other than our secure servers which are hosted by AMS (Amazon), one of the largest and safest providers.
Please check our Privacy Policy for full details.
Contact Us
I have a question not answered here, how can I contact you?
If you need advice on load time, van size, driver help or have a question that’s not answered here or on our other pages such as ‘help me estimate, van sizes or T&C’s then you can email [email protected], or call (or Whatsapp message us) on 0203 950 2424.
