Booking, Cancellation & Refund Policy

All bookings are made through our online quote system, by phone on 07346 814669, or via email. A booking is only confirmed once a deposit has been paid and a written confirmation (email or SMS) has been issued by Movers Exchange.

Quotes provided are estimates based on the inventory, access, distance and services selected at the time of quoting. The final price may be adjusted if the actual inventory, access conditions or scope of work differ materially from what was quoted.

We require the collection and delivery addresses, a contact name and number, and an accurate inventory before a booking can be confirmed. Any special access requirements (parking permits, restricted access, narrow stairwells, lift availability) must be disclosed at the time of booking.

A deposit is required to secure your moving date. The deposit amount is shown on your quote and is non-refundable except as set out in the Cancellation section below.

The remaining balance is due on or before the day of the move unless otherwise agreed in writing. Payment can be made by card, bank transfer, or via the secure online payment link provided in your confirmation.

For same-day or urgent bookings, full payment may be required at the time of booking.

You may cancel your booking at any time by notifying us in writing (email or SMS). Cancellation takes effect from the time we receive your written notice during our operating hours (7am – 9pm, 7 days).

Cancellations made more than 7 days before the scheduled move date: the deposit is refunded in full, minus a £15 administration fee.

Cancellations made between 3 and 7 days before the move: 50% of the deposit is refunded.

Cancellations made less than 3 days (72 hours) before the move, or on the day of the move: the deposit is non-refundable, as we will have committed crew, vehicle and scheduling resources to your booking.

If Movers Exchange cancels a booking for any reason other than your breach of these terms, you will receive a full refund of all amounts paid, and we will use reasonable efforts to offer an alternative date or provider.

You may reschedule your move once free of charge provided you give us at least 72 hours' notice and the new date is available.

Rescheduling with less than 72 hours' notice, or more than once, may incur an additional fee and is subject to availability.

Rescheduled bookings retain the original deposit; a new confirmation will be issued for the revised date.

Refunds for eligible cancellations are processed within 7–10 working days to the original payment method.

Where a move has commenced and is terminated part-way through at the customer's request, charges apply for the work completed and any costs already incurred (mileage, labour time, materials). Any remaining balance for uncompleted services will be refunded.

If Movers Exchange fails to attend on the agreed date and time without prior notice, a full refund of all amounts paid will be issued, together with reasonable documented out-of-pocket expenses (subject to proof).

Overpayments or duplicate payments will be refunded in full within 5 working days of notification.

If our crew attends at the agreed time and is unable to access the property (no one present, keys not available, parking/access not as declared), a call-out charge equal to the deposit plus any travel costs incurred will apply.

A new date may be arranged subject to availability and payment of a fresh deposit.

If access issues arise through no fault of the customer (e.g. landlord delays, keys held by a third party), charges may be waived at our discretion provided we are kept informed in a timely manner.

We aim to resolve every concern quickly. In the first instance, contact us on 07346 814669 or support@moversexchange.co.uk within 48 hours of the move so we can investigate promptly.

Formal complaints should be made in writing within 14 days of the move. We will acknowledge within 2 working days and provide a full response within 10 working days.

If a dispute cannot be resolved directly, you may refer the matter to the relevant Alternative Dispute Resolution body. Nothing in this policy affects your statutory rights as a consumer.