Refund & Cancellation Policy

Cancelling a booking

• Free cancellation before a provider accepts your request.
• A small fee may apply once a provider has accepted and started travelling.
• Scheduled bookings can be cancelled free of charge up to 2 hours before the slot.
• If nobody is present at the address, a no-show fee may be charged.

When we refund in full

• The provider cancels or does not arrive.
• The service could not be delivered as booked.
• You were charged twice or charged after cancelling in time.

Raising a claim

Report an issue within 48 hours of the job through the booking screen or the Contact page, with photos where relevant. We review with the provider and respond, usually within 3 working days.

How refunds are paid

Card refunds return to the original payment method and typically appear in 5–10 working days depending on your bank. Cash payments are refunded as app credit or by transfer.

Damage and loss

Claims for damage during moving or recovery are assessed case by case against the provider's insurance. Keep packaging and evidence until the claim closes.