You can find answers to the most frequently asked questions here as well as information about MOVU, our booking process, offers, additional services, partner companies, invoice, payment and much more.

If you still have questions after reading the FAQs, you can contact our Move Captains via phone or e-mail:

captain@movu.ch
+41 44 505 14 14

Monday: 8 am – 12 pm / 1 pm – 6 pm
Tuesday: 8 am – 12 pm / 1 pm – 6 pm
Wednesday: 8 am – 12 pm / 1 pm – 6 pm
Thursday: 8 am – 12 pm / 1 pm – 6 pm
Friday: 8 am – 12 pm / 1 pm – 5 pm

Most frequent questions

How much is my move or handover cleaning going to cost?keyboard_arrow_down

There is no general answer to this question, as each move and each handover cleaning depend on individual requirements. The quotes are defined according to the information you provide in the questionnaire and/or the inventory list or by the photos taken during a home visit.

In order to estimate the costs, you can read more about our average relocation costs and average move out cleaning costs here.

Click here to receive your 5 quotes.

How much does the MOVU service cost?keyboard_arrow_down

MOVU’s service is free of charge: Receiving the 5 quotes as well as the advice of customer service is free of charge. You only pay once you’ve decided to book one of the 5 quotes.

To receive your 5 quotes, click here.

Is the service provided by MOVU binding?keyboard_arrow_down

No. Obtaining quotes is non-binding and free of charge. The service is not binding until it has been booked.

If you have any questions or concerns, please feel free to contact us.

Can I cancel the booked service?keyboard_arrow_down

A cancellation is possible free of charge up to 20 working days before the service date. Cancellation fees will incur thereafter. Please note point 3.1 in the General Terms and Conditions, which explains our cancellation policy in detail.

Are the prices of the quotes at a fixed price?keyboard_arrow_down

Yes, the quotes are at fixed prices and are based on the information you provided in the inventory and the questionnaire. If your data deviates strongly from reality (different inventory or access), an additional charge may apply.

If you have any questions or concerns, please feel free to contact us here.

Can I still make adjustments after the booking?keyboard_arrow_down

You are welcome to adjust your order even after booking. Please contact our customer service for any changes. Our agents will update the information.

How quickly do I have to decide on my quotes?keyboard_arrow_down

After you have received your 5 quotes, they will be reserved for you for 5 business days in regards to your desired date. We ask you to decide on your preferred quote during this period. However, you can still book after the 5 business days have expired. Please contact our customer service in order to check the availability of the company.

If you have any questions or concerns, please feel free to contact us here.

When will I be contacted by the moving / cleaning company?keyboard_arrow_down

Once you have booked, you will receive a confirmation per email. The moving and/or cleaning company will contact you by email or phone within the next few days after booking.

If you wish to talk to the company and have not yet been reached out to, feel free to approach the company yourself through the contact details found in your booking confirmation.

If you have any questions or concerns, please feel free to contact us here.

What is being cleaned?keyboard_arrow_down

Here you will find what is included in your handover cleaning service and what is not. If you would like to add services that are not currently listed in the selected options, please contact our customer service to have them adjust your account.

About MOVU

What does MOVU do?keyboard_arrow_down

MOVU is the largest relocation platform in Switzerland and offers customers an individual solution tailored to their needs. Whether moving, move out cleaning or furniture transport – our customers benefit from a free “all-in-one service” and our free customer service. In addition, you receive access to exclusive vouchers from various partners during the entire relocation process.

If you have any questions or concerns, please feel free to contact us here.

Why should you book your move and/or handover cleaning with MOVU?keyboard_arrow_down

  • Receive 5 free quotes
  • 100% quality tested companies
  • Transparent price overview
  • Online offer overview and comparison
  • Easy online booking process
  • Access to exclusive MOVU discount vouchers from various partners
  • Transparent rating overview of MOVU customers

If you have any questions or concerns, please feel free to contact us here.

Is the service binding?keyboard_arrow_down

No. MOVU’s service is absolutely non-binding for you.

If you have any questions or concerns, please feel free to contact us here.

How much does the MOVU service cost?keyboard_arrow_down

MOVU’s service is free of charge: Receiving the 5 quotes as well as the advice of customer service is free of charge. You only pay once you’ve decided to book one of the 5 quotes.

To receive your 5 quotes, click here.

Does MOVU also organize moving and handover cleaning for companies?keyboard_arrow_down

Yes, we also organize movings and handover cleanings for companies. For the move you can start an inquiry here.

Moving

What is included in my service and what is not?keyboard_arrow_down

Here you will find what is included in your moving service and what is not. If you would like to add services that are not currently listed in the selected options, please contact our customer service to adjust your account.

Do I have to block the road or reserve a parking space?keyboard_arrow_down

Please make sure that the company can and is allowed to park in the immediate vicinity of your address on the day of the move. If parking conditions are difficult, we ask you to take care of the reservation of parking spaces and road blocks yourself before moving. Contact your local police station or municipality for no stopping zones.

If you have any questions or concerns, please feel free to contact us here.

When will I be contacted by the moving company?keyboard_arrow_down

Once you have booked, the company may contact you by your email or phone within the next few days or shortly before the desired service is supposed to take place.

If you wish to talk to the company and have not yet been reached out to, feel free to approach the company yourself through the contact details found in your booking confirmation.

If you have any questions or concerns, please feel free to contact us here.

When does my move start?keyboard_arrow_down

Once you have booked the moving service, the company will get in contact with you as soon as possible in order to arrange a suitable time to start your move. If you would like to contact the company earlier, you can find the contact details in your booking confirmation. Should the company not be able to reach you, they are always very grateful for a callback.

If you have any questions or concerns, please feel free to contact us here.

How long does my move take?keyboard_arrow_down

The duration of the move depends on many factors such as the number of rooms, the distance between the two places of residence, the amount of inventory and the additional services booked. The average move takes between 4 and 8 hours. For a more detailed assessment, please contact our customer service. If the move takes more than 5 hours, it is important that the company is given the opportunity to have a lunch break. Whether you want to offer them something to eat or drink, is up to you.

If you have any questions or concerns, please feel free to contact us here.

How many removal helpers can I expect?keyboard_arrow_down

The moving company determines the number of helpers based on the size of your home and the inventory list. On average, three to five helpers can be expected.

If you have any questions or concerns, please feel free to contact us here.

Who do I contact in case of questions on the moving day?keyboard_arrow_down

If you have any questions the booked company cannot help you with, our customer service will be happy to help you by phone or Email. The service is completely free at any time. You can find our contact details here.

You can find our contact details here.

Why does the removal company check my furniture immediately after arrival using the inventory list?keyboard_arrow_down

Your fixed price was calculated, among other things, on the inventory you listed. Therefore, the booked company must ensure that the inventory to be transported matches the inventory list provided by you on the day of the move. Please note that strong deviations can lead to price changes.

If you have any questions or concerns, please feel free to contact us here.

Is the company allowed to charge money for additional work?keyboard_arrow_down

If the information in the inventory list or in the questionnaire is incorrect (small deviation is acceptable), the company may demand additional payment. However, you must agree to this in writing on the MOVU additional expense form. At best, the additional costs will be paid to the company directly on site in cash. Alternatively, you can forgo the surcharge and transport the additional removal goods yourself.

If you have any questions or concerns, please do not hesitate to contact us here.

Am I insured against damages during the move?keyboard_arrow_down

We work exclusively with partner companies that are sufficiently insured. All our partner companies have liability and transport insurance.

In addition, MOVU offers all-risks removal insurance in cooperation with Baloise insurances. With this insurance, you should report the damage to the responsible moving company within 8 days. After that, you can report moving damage directly to Baloise via this link: ask.baloise.ch/s/relocationdamage. Your removal goods are thus insured at replacement value.

If you have any questions or concerns, please feel free to contact us here.

How do I proceed in the event of damage?keyboard_arrow_down

If any damage occurs, it must be reported immediately to the responsible company and to us. In order to process your case as best as possible, we ask you to send us photos of the damage by email. For obvious damages there is a deadline of 24 hours, minor damages must be reported within a maximum of three working days.

Important: The time value and not the purchase value of the item is insured in each case. In addition, the burden of proof always lies with the customer and not on the service provider.

Good to know: In cooperation with Baloise Insurances, MOVU offers an all-risks removal insurance. If the All-Risks insurance has been booked, the damage should be reported to the responsible moving company within 8 days. After that, you can report the damage to Baloise via this link: ask.baloise.ch/s/relocationdamage. Your removal goods are thus insured at replacement value.

Further information can be found in our General Terms and Conditions.

If you have any questions or concerns, please feel free to contact us here.

How does the “assembly and disassembly” work?keyboard_arrow_down

If you book the additional service “assembly and disassembly”, all furniture, which must be dismantled for transport, will be dismantled. At your new place of residence, these will then be reassembled by the removal helpers.

Please note that the assembly of newly purchased furniture, i.e. furniture not transported by the moving company – as well as lamps and wall shelves – is not included.

If you have any questions or concerns, please do not hesitate to contact us here.

Am I obliged to tip the removal men?keyboard_arrow_down

No, it is entirely up to you whether and how much you would like to tip. The removal helpers are happy about any act of appreciation.

Do I have to offer meals to the removal helpers?keyboard_arrow_down

No, you are not obliged to provide the removal helpers with meals. Nevertheless, they are of course happy if they get something to drink and/or a snack.

Inventory and questionnaire

What should I do if I cannot find an inventory item in the inventory list?keyboard_arrow_down

If an item cannot be found in the inventory list, you can select and specify “custom item” or describe the item in the comment field.

If you have any questions or concerns, please feel free to contact us here.

Where can I find a copy of my inventory and my questionnaire?keyboard_arrow_down

You can find the link to the offer overview in the confirmation email. You will receive this after you have completed your inquiry. At the bottom of the offer overview page you can click on “Download PDF” and print a copy of your inventory and your questionnaire.

If you have any questions, please do not hesitate to contact us at 044 505 14 14.

Can I arrange a home visit?keyboard_arrow_down

If you have completed your inventory and questionnaire accurately, home visits are not necessary. However, if you would like to meet a company, you can request a visit on the page with your quotes.

If you are based in Zurich, Zug or Luzern you can arrange a home visit in advance. In this case, a MOVU employee will come by to estimate the volume of your inventory and the work required.

If you have any questions or concerns, please feel free to contact us here.

How can I make changes to the questionnaire and inventory list?keyboard_arrow_down

Contact us by phone or email and we will be happy to adjust your details.

View our contact details here.

Where do I indicate dishes and smaller inventory in the inventory list?keyboard_arrow_down

Clothes, tableware and smaller items are transported in moving boxes or bags. Please estimate the amount of boxes or bags that need to be transported and fill this out in the questionnaire. Generally you can expect 20-30 moving boxes per person.

If you have any questions or concerns, please feel free to contact us here.

Moving boxes and packing material

How many moving boxes do I need?keyboard_arrow_down

The number of boxes required depends strongly on the size of the apartment and its furnishings. From experience, you should expect at least 20-30 boxes per person.

Important: Please note that moving boxes are used to transport clothing, books, dishes and other small items of inventory.

Take a look at our moving shop offers here: www.topkartons.ch

How can I order moving boxes from MOVU?keyboard_arrow_down

You can order moving boxes conveniently from our shop on topkartons.ch and have them delivered directly to your door. They are delivered within 2 work days.

You can also order your boxes when you book your moving service on our platform.

If you have any questions or concerns, please feel free to contact us here.

What do I have to consider when packing the boxes?keyboard_arrow_down

To ensure a safe move, your boxes should weigh no more than 20 kg. It is also important that you pack the boxes in a way that they can be stacked in the moving van.

You can find more valuable tips in our guide on packing boxes and furniture.

Does MOVU also offer packaging and protective materials?keyboard_arrow_down

The protection of furniture listed in your inventory is included in your quote. The moving team protects your furniture before loading it into the truck.

If you have selected the “packaging of cartons” option, the company will provide the cartons and protective material for the packaging of your cartons. Otherwise, cartons and protective material for the packaging of your cartons are not included in your quotation. In this case, you can order the necessary packaging for your cartons on https://www.topkartons.ch/en

Soil protection is not included in your basic quotation. If you would like this service, you can add it as an option at the time of request or by contacting our customer service.

Handover cleaning

What is being cleaned?keyboard_arrow_down

Here you will find what is included in your end-of-lease cleaning service and what is not. If you would like to add services that are not currently listed in the selected options, please contact our customer service to adjust your account.

Is the handover guarantee included and what does it mean?keyboard_arrow_down

The handover guarantee is included with all move out cleanings and is part of the contract you have with the booked company. The cleaning staff will be on site on the day of the apartment handover. If there should be any cleaning shortcomings, they will be rectified immediately and free of charge by the company. We promise you that your home will be accepted by the landlord after the move out cleaning.

Important: Please note that this service is only valid if the cleaning and handover date is at most 3 days apart and the cleaning company has been informed about the date of the handover date at least 7 days in advance.

If you have any questions or concerns, please do not hesitate to contact us here.

When should the handover take place?keyboard_arrow_down

There must be no more than 3 days between the cleaning date and the apartment handover.

If you have any questions or concerns, you are welcome to contact us here.

What should I consider before the move out cleaning?keyboard_arrow_down

  1. Make sure the company has a parking space near your accommodation. You are responsible for booking a parking space for the company if necessary. If parking conditions are difficult, please inform the company before the day of cleaning. You will find the contact details of the company in the confirmation e-mail.
  2. Ensure that the company has access to the accommodation for the day of service or give them a key prior to service.
  3. Please note that your accommodation must be completely empty before the cleaning company arrives. (unless you indicated in your questionnaire that the accommodation was still furnished).
  4. Please also ensure that your fridge and freezer are thawed before the cleaning crew arrives.
  5. Be available to the company on the day of cleaning.

If you have any questions or concerns, please feel free to contact us here.

When does my handover cleaning start?keyboard_arrow_down

To arrange the exact time, the company will contact you by phone or email as soon as possible after you have booked. If you would like to contact the company earlier, you will find the contact details in your booking confirmation. Should the company not be able to reach you, they are always very grateful for a callback.

If you have any questions or concerns, please feel free to contact us here.

How long does my cleaning take?keyboard_arrow_down

The duration of your cleaning depends on the size of the apartment and the number of rooms. The average cleaning time is approx. 5-6 hours.

If you have any questions or concerns, please feel free to contact us here.

Am I insured against cleaning damages?keyboard_arrow_down

We work exclusively with partner companies that are sufficiently insured. Our cleaning companies all have a liability insurance.

If you have any questions or concerns, please feel free to contact us here.

How do I proceed in the event of damages?keyboard_arrow_down

If damage occurs, it must be immediately reported to the cleaning company and MOVU for visible damage. Minor damage must be reported within three working days after the end of service. In order for us to handle your case in the best possible way, please send us photos of the damage by e-mail.

Important: Your property is insured at market value and not new value. Moreover, the burden of proof always rests with the customer and not with the service provider.

Further information can be found in our General Terms and Conditions.

You are welcome to contact us here if you have any questions or concerns.

When will I be contacted by the cleaning company?keyboard_arrow_down

You will receive a confirmation e-mail from us immediately after booking your service. The company will then contact you by e-mail or telephone.

If you miss the call from the cleaning company, or if you have any questions before they contact you, you can also contact the company directly. Contact details can be found in the booking confirmation that you will receive by e-mail.

If you have any questions or concerns, please feel free to contact us here.

My 5 quotes

Is it really free for me to receive quotes?keyboard_arrow_down

Yes, quotes are free as well as the MOVU service. Costs will only be incurred after a service has been booked. However, these will not be paid to MOVU, but directly to your booked cleaning/removal company.

Get 5 quotes here!

Are the quotes fixed prices?keyboard_arrow_down

Yes, the quotes are at fixed prices and are based on the information you provided in the inventory and the questionnaire. If your data deviates strongly from reality (small deviation is acceptable), an additional charge may apply.

If you have any questions or concerns, please feel free to contact us here.

Why are no hourly rates offered?keyboard_arrow_down

With fixed prices we can assure you that you will not pay more than necessary. You should only pay for the service you have booked. If the removal or cleaning company needs longer than expected on the day of the service, you as a MOVU customer are secured by the fixed price.

If you have any questions or concerns, please feel free to contact us here.

How can the price differences of the 5 offers be explained?keyboard_arrow_down

  1. Seasonality
  2. Size of the partner company (individual fixed costs: office space, wages, vehicles, etc.)
  3. Capacity of the partner company
  4. Rental of equipment (e.g. furniture lifts, staircases, trolleys etc.)
  5. Desired additional services (packing and unpacking or dismantling and assembly)
  6. Additional moving materials (e.g. blankets, paper, bubble wrap etc.)
  7. Free market economy/free pricing

If you have any questions or concerns, please feel free to contact us here.

How quickly do I have to decide on my quotes?keyboard_arrow_down

After you have received your 5 quotes by email they are reserved for 5 days for the desired date. We ask you to decide on your preferred quote during this period. However, you can also book after these 5 days have expired. Please contact our customer service beforehand so that we can check the availability of the company before booking.

If you have any questions or concerns, please feel free to contact us here.

Can I still make adjustments after booking?keyboard_arrow_down

You are welcome to adjust your order even after booking. Please contact our customer service and inform us of your adjustments, and we will be happy to arrange them for you.

If you have any questions or concerns, please do not hesitate to contact us here.

International relocation

How much does an international move cost?keyboard_arrow_down

This question is difficult to answer in general because the costs result from a multitude of factors. Among other things, the distance between the old and the new place of residence and the amount of removal goods that have to be moved are decisive for the price.

Does MOVU also arrange overseas removals?keyboard_arrow_down

MOVU currently does not arrange overseas removals for its customers. However, we can direct you to partner companies that offer this service.

When do I have to make the payment for my international move?keyboard_arrow_down

Payment for international moves must be made prior to service. Payment options are credit card, Twint or invoice.

Is it possible to arrange a home visit with the moving company before booking my service?keyboard_arrow_down

You can request a visit with the moving company that interests you the most. In the case of an international move, the visit is essential to ensure that the list of inventory to be transported is verified by the moving company.

How does customs work?keyboard_arrow_down

When you plan to move out of Switzerland, you must complete the exact list of the personal effects you are exporting out of the country. You will also need to complete a customs tax exemption document if you are eligible, a copy of your ID and proof of change of address. Depending on the complexity of the move and the country of destination, a transit declaration may be required.

Ask your moving company for more information.

Piano transport

Do I have to get special equipment for the piano transport?keyboard_arrow_down

No, you don’t have to buy anything for the piano transport. The necessary protective materials and transport straps will be provided by the moving company.

How much does a piano transport cost?keyboard_arrow_down

The price for transporting a piano is calculated according to the size and weight of the piano, access and the distance between the two addresses. Generally, you should expect to pay between CHF 300 and 500.

You can request a moving quote for your piano.

Payment and cancellation

Which payment methods do you offer?keyboard_arrow_down

You can choose between the following payment methods on the booking page:

  • TWINT
  • Payment by invoice
  • Credit card
  • PostFinance eFinance and PostFinance Card

Important: None of the payment methods incur additional costs. The choice of payment method therefore has no influence on the price.

If you have any questions or concerns, please feel free to contact us here.

When do I pay for the service?keyboard_arrow_down

The time at which you pay for the service depends on the payment method you choose when you book:

  • TWINT: When paying by TWINT, your account will be charged immediately after your booking. However, the payment will not be transferred to your booked company until 10 days after the service has been provided.
  • Booking via invoice through POWERPAY: An invoice will be sent to your email address one day after the service has been provided. The payment period is 14 days. We work exclusively with renowned payment service providers who guarantee a very high standard of security. In the case of invoicing, this is MF Group AG.
  • Credit card payment: The credit card will be charged directly after your booking. However, the payment will not be transferred to your booked company until 10 days after the service has been provided.
  • Post E-Finance/PostFinance: Your Swiss Post account will be debited immediately after your booking. However, the payment will not be transferred to your booked company until 10 days after the service has been provided.

If you have any questions or concerns, please feel free to contact us here.

How secure is the payment on the website?keyboard_arrow_down

We are aware that the security of your personal payment information is of the utmost importance. Therefore, we only work with renowned payment service providers who guarantee a very high standard of security.

If you have any questions or concerns, please feel free to contact us here.

Why does the billing not work?keyboard_arrow_down

There can be different reasons for rejection. Here are a few examples:

  • You are not yet of legal age
  • Your residence is not in Switzerland or in the principality of Liechtenstein.
  • You cannot be found by POWERPAY with the address specified.
  • Your personal POWERPAY account limit available at this time is insufficient.
  • You are in delay of payment at POWERPAY

If you would like information about the rejection, please fill in the following online form. Processing will take two working days. For data protection reasons, it is not possible to obtain information by phone.

If you have any questions or other concerns, our customer service will be happy to assist you: 044 505 14 14

Why does credit card payment not work?keyboard_arrow_down

Please make sure that you have not reached your credit card limit. If this is the case, payment by credit card is not possible. However, cash payment is always possible.

If you have any questions or concerns, please feel free to contact us here.

Is a cancellation possible?keyboard_arrow_down

Free cancellation is possible up to 20 working days before the date of your service. After this deadline, costs will be incurred. Please read section 3.1 of our General Terms and Conditions of Sale, which explains our cancellation conditions in detail.

Is there a cancellation fee?keyboard_arrow_down

If you wish to cancel less than 20 working days prior to the agreed service, cancellation fees will apply. Please note the general terms and conditions (point 3.1), where you will be informed in detail about possible charges.

If you have any questions or concerns, please feel free to contact us here.

How do I get a refund?keyboard_arrow_down

A refund is only due if you choose to pay by credit card and the card has already been charged. In this case, you will be refunded the paid amount within five working days of cancellation. If you wish to cancel the booking less than 20 working days before the actual service date, MOVU will require a compensation fee. You can read more about the cancellation fees in the General Terms and Conditions (point 3).

If you have any questions or concerns, please feel free to contact us here.

Our partner companies

Who are MOVU’s partner companies?keyboard_arrow_down

We only work with professional moving and cleaning companies selected by us. We thus guarantee you a quality service provided by professional movers.

In general, all partner companies must be registered in the commercial trade register. In addition, all our partner companies have a company liability insurance and the removal companies also have a transport liability insurance.

You are welcome to contact our customer service if you have any questions or other concerns.

How can I contact the companies?keyboard_arrow_down

Before booking:

We take care of the complete administration for the partner companies so that they can concentrate their efforts entirely on moving or cleaning. If you have any questions, changes or other concerns, our customer service will take care of it.

After booking:

After your booking, the company will contact you by phone to discuss the most important points regarding the service day (start time, handing over of keys, etc.). From this point onwards you are welcome to contact the company yourself. You will find the contact details of your booked company in your booking confirmation email.

If you have any questions or concerns, please feel free to contact us here.

Do the partner companies also work on weekends?keyboard_arrow_down

Our partner companies also work on Saturdays. For legal reasons, it is not allowed to work on Sundays and therefore no removals and move out cleanings may be carried out.

If you have any questions or concerns, please feel free to contact us here.

How and where can I rate the companies?keyboard_arrow_down

A few days after the service has been completed, you will receive an email from us on how you can rate the booked company. We are always happy to receive customer feedback and use it as an incentive to further improve our service.

If you have any questions or concerns, please feel free to contact us here.