Frequently asked Questions (FAQ)

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 44 303 20 20
Monday to Thursday: 8 AM – 6 PM
Friday: 8 AM – 5 PM

 

MOVU General

What is MOVU doing?

Whether it is for a relocation or a final cleaning, MOVU – the largest relocation platform in Switzerland – finds an tailored solution for everyone. Our customers benefit from a free “all-in-one- service” and a personal Move Captain. In addition, you have access to exclusive vouchers from various marketing partners during the entire relocation process.

Why you should book with MOVU

  1. Receive five offers for free
  2. 100% quality-tested companies
  3. Transparent price overview
  4. Online offer overview and comparison
  5. Book easily and directly online
  6. Have access to exclusive MOVU discount vouchers from various marketing partners
  7. Transparent rating overview of MOVU customers

 

Contact us here if you have questions or requests.

Does MOVU also organize moves and cleaning for companies?

We are also happy to organize moves and final cleanings for companies. Our Move Captains are happy to help you with any questions.

 

Contact us here if you have questions or requests.

How much is my move or cleaning going to cost?

There is no general answer to this question, since every move and cleaning is very individual. The prices of the offers are defined by the information you will fill in the questionnaire and / or in the inventory list.

 

Click here to get your 5 offers.

Is the service binding?

The MOVU service is not binding for you.

 

Contact us here if you have questions or requests.

How much does the service of MOVU cost?

Getting the 5 offers and the advices of our Move Captains are free for you. Only when you book, costs will occur. These are paid not to MOVU, but to the booked removal / cleaning company for their service.

 

Click here to get your 5 offers.

When and how can I contact MOVU?

If you have any questions or concerns, please feel free to contact us by phone, e-mail or chat.

Opening hours:

We are available by phone from Monday to Thursday from 8.00 AM to 6.00 PM and on Fridays from 8.00 AM to 5.00 PM (044 303 20 20). If you would like to contact us outside of our opening hours, you can write an e-mail, write in our chat or leave a message on the voicemail. Our Move Captains will contact you as soon as possible. If there is an emergency outside of our opening hours, you can also call our emergency number: 076 420 43 24.

 

My 5 Offers

How do I get 5 offers?

Click on the red “Get Quotes” button and fill out the questionnaire and the inventory list. Your five offers will be sent to you within 24 hours via e-mail.

 

Get your 5 offers here.

How will the quotes be delivered to me?

Your five offers will be sent to your specified email address. Please check your spam / junk folder if you do not find the offers in your inbox.

 

Contact us here if you have questions or requests.

Are the offers really free for me?

Yes, receiving the five offers as well as any other services on the MOVU website are absolutely free. Costs will only occur after a you book. These are not paid to MOVU, but directly to your booked cleaning / removal company.

 

Get 5 offers here.

When will I receive my 5 offers?

As soon as your inquiry arrives, the information will be checked and edited by our Move Captains. Your five offers will be sent to you by e-mail within 24 hours.

 

Get your 5 offers here.

Are the prices of the offers fixed?

Yes, that’s right. The prices of your offers are fixed and are based on the information given in the inventory and in the questionnaire. However, if your data differs from reality (+/- 10% deviation is acceptable) it may be possible that extra costs are going to occur.

 

Contact us here if you have questions or requests.

Why are there no hourly rates?

We can assure you that you will not pay more than is necessary, as you only pay for the service you have booked. If the relocation or cleaning company takes longer than expected on the day of the service, you are protected as a MOVU customer by the fixed price.

 

Contact us here if you have questions or requests.

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

  1. Seasonality
  2. Size of the partner company (individual fixed costs: office space, wages, vehicles etc.)
  3. Utilization of the partner company
  4. Distance of the old and new home
  5. Renting of equipment (i.e. furniture lift, dolly etc.)
  6. Requested additional services (packaging and unpacking or assembling and disassembling)
  7. Additional moving materials (including blankets, paper, air cushion sheet, etc.)
  8. Free market economy / free pricing

 

Contact us here if you have questions or requests.

How long do I have to select an offer?

After you have received your five personal offers by e-mail, all offers are reserved for the desired date, for five days. We ask you to decide in this period for your desired quotation. You can book your preferred offer also after these 5 days. Please contact our Move Captains to check the availability of the moving / cleaning company.

 

Contact us here if you have questions or requests.

How can I book the offer I prefer?

You can book your favorite offer online. For an online booking click on the “Offer overview” link in the offer email. You can choose the preferred offer by clicking on “Go to Booking” on your preferred offer. Finally, decide the payment method and book your desired offer. You will immediately receive a booking confirmation by e-mail.

 

Get your offers here.

When will I be contacted by the relocation / cleaning company?

Immediately after you have made a definite booking, you will receive a confirmation mail from us. Within the next two working days, the relocation / cleaning company will contact you by e-mail or telephone.

If you miss the call of the removal or cleaning company, or if you already have a question before they get in touch with you, you can also contact the booked company before. The contact details can be found in the booking confirmation, which you have received by e-mail.

 

Contact us here if you have questions or requests.

Can I adjust the services, relocation date or inventory after the booking?

Yes, You can adjust your order even after the booking. For this you have our Move Captains. Tell us your adjustments, then we can gladly clarify these for you.

 

Contact us here if you have questions or requests.

 

Cancellation

Is a cancellation possible?

Please note the general terms and conditions, where you will find all information in detail.

Can cancellation costs occur?

Please note our General Terms and Conditions, where you will be informed in detail about possible costs.

 

Contact us here if you have questions or requests.

How will the refund be made in case of cancellation?

A refund is only due if you choose to pay by credit card and this has already been debited. In this case, the due amount will be refunded within five working days after the cancellation. You can read more about how much this amount is for you in the General Terms and Conditions.

 

Contact us here if you have questions or requests.

 

Inventory & Questionnaire

How do I fill out the questionnaire and inventory list?

In order to send you the five free and non-binding offers within 24 hours by e-mail, we need some information about your current and future home. These are recorded in the three steps: 1. Personal data, 2. Questionnaire and 3. Inventory. The inventory can be recorded either by a drop-down menu (approx. 15 minutes) or with a video (approx. 5 minutes).

 

Contact us here if you have questions or requests.

What should I do if I can not find an inventory item in the inventory list?

If an item is not in the inventory list, please describe it in the comment box.

 

Contact us here if you have questions or requests.

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

The link to the offer overview can be found in the confirmation mail. You will receive this after the request has been completed. At the bottom of the offer overview you can click on “Download PDF” and print out a copy of your inventory list and your questionnaire.

 

If you have any questions, please do not hesitate to contact us at 044 303 20 20.

Can I arrange a house visit?

If you have filled out the questionnaire and the inventory list exactly, house visits are no longer necessary. If you still want a house visit, we will gladly organize it for you.

 

Contact us here if you have questions or requests.

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

Please do not hesitate to contact us by phone or e-mail.

 

Contact us here if you have questions or requests.

Where can I specify dishes and smaller inventory items in the inventory list?

Clothes, dishes and smaller items are transported in moving boxes or bags. Please estimate how many boxes or bags you need to use and fill in the inventory.

 

Contact us here if you have questions or requests.

 

Additional Services

How does “assembling and disassembling” work?

If you book the additional service “assembling and disassembling”, all furniture that have to be dismantled for transport will get dismantled. At your new place, they are then reassembled by the moving helpers at your new home.

Please note that the construction of new purchased furniture, as well as lamps and wall shelves, are not included.

 

Contact us here if you have questions or requests.

What does packing and unpacking of boxes mean?

If you book the additional services “packing and unpacking”, the moving company packs the inventory, which has to be transported in moving boxes (eg dishes, clothes, books, etc.). At the new house, they then unpack the boxes in the right place.

 

Contact us here if you have questions or requests.

 

Move

What is included in the fixed price?

  1. Professional Movers
  2. Loading and unloading of your furniture
  3. Protective material (covers, air cushions, etc.) and fastening straps in the vehicle
  4. Transport- and Liability insurance
  5. Personal Move Captain advice during the whole moving process
  6. Arrival and return of the moving team
  7. Vehicle and petrol

 

Check out the detailed overview here.

What is not included in the fixed price?

  1. Moving boxes
  2. Disposal
  3. Repairs and electrical work
  4. Street and parking reservation

 

Check out the detailed overview here.

Do I have to block the street or reserve a parking lot?

Please make sure that the company can and is allowed to park near your house on the moving date. In case of difficult parking conditions, we ask you to take care of the reservation of parking spaces and street locks before you move. Please contact your local police station.

 

Contact us here if you have questions or requests.

When will my move begin?

Immediately after you have made a definite booking, you will receive a confirmation mail from us. Within the next two working days, the relocation / cleaning company will contact you by e-mail or telephone to discuss the exact starting time.

 

Contact us here if you have questions or requests.

Who do I contact in case of questions about the move?

If you can not solve any questions or concerns with the booked company, our Move Captains are gladly available by telephone. The service of our Move Captains is completely free of charge for you at any time.

 

You can find our contact details here.

How long does my move take?

The duration of the move is depending on many factors such as the number of rooms, the distance between the two places of residence, the amount of inventory, the booked additional services, etc. The average move lasts between 4 and 8 hours. For a more accurate assessment, you can contact our Move Captains. If the move is taking between 5-8 hours it is important to give the company the chance to make a lunch break. It is up to you if you like to offer them something or not.

 

Contact us here if you have questions or requests.

How many moving helpers can I expect for my move?

The moving company determines the number of moving helpers individually. Depending on how big the apartment or inventory list is. On average, three to five moving helpers can be expected.

 

Contact us here if you have questions or requests.

Why does the moving company check my furniture on the inventory list immediately after arrival?

Your fixed price was calculated, among other things, on the basis of the given inventory. Therefore, the booked company must ensure that the inventory to be transported matches the inventory list you have filled out. Please note that major deviations can lead to price changes.

 

Contact us here if you have questions or requests.

Can the company charge an extra charge?

If the information in the inventory list or in the questionnaire is not given correctly (+/- 10% deviation is correct), the company may charge an extra fee. However, you must agree to this in signing the MOVU form. The additional costs are paid in cash, directly to the company. Alternatively, you can decline the extra charge and transport the rest of the goods yourself.

 

Contact us here if you have questions or requests.

Are repairs and electrical work included?

For insurance reasons, repairs and electrical work are not included in the move and may not be carried out by the moving personnel.

 

Contact us here if you have questions or requests.

Are disposals included?

Disposals are not included in the fixed price. Disposal costs are measured in cubic meters or by weight and can therefore only be evaluated on the day of your move. All our partner companies gladly take care of your disposal for a separate fee. Please inform the booked moving company if you would like to use this service. The payment will be made on the day of the move and in cash.

 

Contact us here if you have questions or requests.

Am I insured against damages during the move?

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

 

Contact us here if you have questions or requests.

How do I proceed if there are damages?

If damages happen, these must be reported immediately to the responsible moving / cleaning company and to us. In order for us to process your case at best, please send us photos of the damage by e-mail. Obvious damages have to be reported within 24 hours, minor damages must be reported within a maximum of five working days.

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

Further information can be found in the terms and conditions.

 

Contact us here if you have questions or requests.

 

Cleaning

What is being cleaned?

General:

  • Floor: Vacuum cleaned and floor sweeped wet (depending on the flooring the special cleansing agent is used)
  • Windows, glazing and mirrors: inside, outside, window frames
  • Carpets: Vacuumed and shampooed (if desired and at an extra charge)
  • Window shutters, roller blinds, slat blinds
  • Doors, door frames and light switches
  • Tumbler and washing machine (if indicated)
  • Mailbox: Request from the booked cleaning company

 

Rooms:

  • Kitchen: cooker, faucets and sinks (decalcification), boxes and cabinets (inside and outside), kitchen hood (filter is cleaned), oven (inside and outside), refrigerator (inside and outside), dishwasher (filter is cleaned)
  • Bath: internal and external, decalcification / bath (internal and external, decalcification), toilet (interior and exterior), washbasin (decalcification), if present and indicated: mirror, mirror box, washing machine
  • Living room & children’s rooms: All accessible surfaces are cleaned (windows, doors, floors, cabinets). Attention: walls are not cleaned
  • Cellar: Broom cleaning
  • Balcony: Broom cleaning (can be high-pressure cleaned on request)
  • Garage: Broom cleaning (can be high-pressure cleaned on request)

 

Contact us here if you have questions or requests.

What is included in the fixed price?

  1. Handover guarantee
  2. Cleaning material
  3. Liability insurance
  4. Personal Move Captain advice throughout the process
  5. Arrival and return of the cleaning team
  6. Vehicle and petrol

 

Check out the detailed overview here.

What is excluded from the fixed price?

  1. Cleaning of the walls
  2. Repairing holes in the wall
  3. Disposal
  4. Repairs and electrical work

 

Check out the detailed overview here.

What should I do before cleaning?

  1. Make sure the cleaning staff have a nearby parking spot. Please contact the cleaning company before the day of the service if there are difficult parking conditions. The contact details of the company can be found in your booking confirmation mail.
  2. Check with the cleaning company to see if you personally welcome the cleaning staff or provide the key.
  3. Please note that your home is completely emptied before the cleaning company arrives.
  4. Please make sure that both your refrigerator and the freezer are de-iced before the arrival of the cleaning staff.
  5. Please try to be reachable on the day of service in case the cleaning company has to contact you.

 

Contact us here if you have questions or requests.

When does my cleaning begin?

The cleaning company you have booked will contact you by phone or e-mail within two working days after the definitive booking in order to agree on the exact starting time. If you would like to contact the company before, the contact details of the company can be found in your booking confirmation mail.

 

Contact us here if you have questions or requests.

How long does my cleaning take?

The duration of your cleaning is dependent on the size of the apartment or the number of rooms. The average cleaning lasts approximately 5-6 hours.

 

Contact us here if you have questions or requests.

What does hand over guarantee mean?

The hand over guarantee is part of the contract, which you conclude with the booked cleaning company. On the day of the inspection, the cleaning staff will be on site to remedy any cleaning defects immediately and free of charge. We promise you, that your home will be handed over after the final cleaning.

Please note that this service only applies if the cleaning and hand over date is a maximum of 3 days apart and the cleaning company has been informed about the hand over date at least 7 days in advance.

 

Contact us here if you have questions or requests.

When should the hand over take place?

There should be no more than three days between the cleaning date and the apartment hand over.

 

Contact us here if you have questions or requests.

Am I insured against damages during the cleaning?

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

 

Contact us here if you have questions or requests.

How do I proceed if there are damages?

If damages happen, these must be reported immediately to the responsible moving / cleaning company and to us. In order to process your case as best as possible, please send us photos of the damage by e-mail. Obvious damages have to be reported within 24 hours, minor damages must be reported within a maximum of five working days.

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

Further information can be found in the terms and conditions.

 

Contact us here if you have questions or requests.

 

Moving Boxes & Packing Materials

How can I order moving boxes from MOVU?

Order your moving boxes via our shop: www.topkartons.ch and have your boxes delivered directly to your doorstep. Delivery takes place within 2 business days.

 

Contact us here if you have questions or requests.

How many moving boxes do I need?

The number of moving boxes required is very customer- and / or apartment / house-dependent. As a matter of fact, you should expect at least 20-30 boxes per person.

Important: Please note that for the transportation of clothing, books, crockery and other small inventory, moving boxes are necessary.

 

Check out our attractive offers here: www.topkartons.ch

Are the moving boxes included in the fixed price?

No, the moving boxes are not included in the fixed price. You can order them online at www.topkartons.ch.

 

Contact us here if you have questions or requests.

What are the sizes of the moving boxes?

Our standard moving box (double-walled 7mm) is available in the dimensions 60x40x40cm.

Important: Please note that our moving boxes should be reinforced with parcel adhesive tape on the main seam. This makes the moving boxes even more stable and can carry up to 25 kg.

 

Check out our offers here: www.topkartons.ch

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

To ensure a safe move, your relocation boxes should not weigh more than 25 kg. In addition, it is important that you pack the boxes in a way that they can be stacked in the relocation truck.

 

Further valuable tips on packaging of the furniture and boxes can also be found in our moving blog.

How long is the delivery time for the moving boxes?

Orders received on workdays until 3:00 PM will be dispatched on the day of the order. The shipping will therefore take a maximum of two business days.

 

For further information, please click here.

Does MOVU offer packaging and protective materials?

The standard packaging and protective materials – with the exception of moving boxes – are included in the fixed price and are brought by the company on the moving day. Protective materials such as floor protection are not included and will be brought by the company only upon request.

 

Discover our special offers for moving boxes on www.topkartons.ch.

 

Partner Companies

Who are the partner companies of MOVU?

We only work with certified partner companies. For this reason, we guarantee you that you have a quality-tested and insured moving or cleaning company. In numerous trainings these are prepared for their use and are constantly being checked.

In general, all partner companies must be registered in the commercial register. In addition, all of our affiliates have a liability insurance and the moving companies have a transport insurance.

You are welcome to contact our Move Captains for questions or other concerns.

 

Contact us here if you have questions or requests.

How can I contact the companies?

Before the booking:

We take care of the complete administration for the partner companies, so that they can focus on the move or the cleaning. If you have questions, changes, or other concerns, our Move Captains are happy to take care of it.

After the booking:

After your booking, the company will contact you by telephone to discuss the most important points, regarding the service day (starting time, key transfer, etc.). From this point on, you are welcome to contact the company. The contact details of your booked company can be found in your confirmation mail.

 

Contact us here if you have questions or requests.

Do the partner companies also work on the weekends?

Our partner companies also work on Saturdays. For legal reasons, working on Sundays is not allowed and therefore no moving and cleaning can be carried out.

 

Contact us here if you have questions or requests.

 

Invoice & Payment

What payment methods are possible?

On the booking page, you can choose between three different payment methods: cash on the day of the service, payment by invoice or payment by credit card.

Important: There are no additional costs for any of the three payment methods. Whether you choose cash payment or invoice, this does not affect the costs of your service.

 

Contact us here if you have questions or requests.

When do I pay for the service?

The time you pay for the service depends on the type of payment you choose when you book:

  1. Cash payment: If you choose cash payment, this should be done at the beginning or end (please clarify directly with the booked company) of the move or cleaning. You will receive a receipt as a confirmation.
  2. Invoice: 5 to 10 days after the service, you will receive an invoice to your email address. The payment term is 30 days. We work exclusively with renowned payment service providers, which guarantee a very high security standard. In case of invoicing, this is Billpay GmbH.
  3. Credit card payment: The credit card will be debited immediately after your booking. However, the booked company will be paid 10 days after the service.
  4. Post E-Finance/PostFinance: The post account will be debited immediately after your booking. However, the booked company will be paid 10 days after the service.

 

Contact us here if you have questions or requests.

How secure is the payment on the website?

We are aware that the security of your personal payment information is of high importance. That is why we only work together with renowned payment service providers, which guarantee a very high safety standard.

 

Contact us here if you have questions or requests.

Why does the invoice not work?

Our billing partner (Billpay GmbH) checks the creditworthiness of each customer. Therefore, if your name or your old address can not be found by our billing partner, you already had bankruptcy or a low rating, the payment does not work by invoice. Payment in cash or credit card is always possible.

 

For questions or other matters, your Move Captain would be happy to help you: 044 303 20 20.

Why does credit card payment not work?

Please make sure that you have not reached your credit limit. If this is the case, payment by credit card is not possible. Cash payment on the day of the service is always possible.

 

Contact us here if you have questions or requests.

Am I obliged to tip the removal men?

No, you’re not. It depends on you, if and how much you’d like to tip. However, the removal team is pleased, no matter what kind of appreciation they get.

Do I have to offer the removal team food and beverages?

No, that’s no obligation. However, they are always very pleased to get something to drink and/or a little snack.

 

Rating

How and where can I rate the companies?

A few days after the service has been completed, you will receive an e-mail describing how you can rate your booked company. You are welcome to share your experience with us in advance on social media like Facebook.

We are always happy to receive customer feedback and see this as a great incentive to continue to improve our service.

 

Contact us here if you have questions or requests.