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 44 505 14 14

Monday to Thursday: 8 AM – 6 PM
Friday: 8 AM – 5 PM

 

Overview

Most frequent questions

Questions about MOVU

Relocation

Inventory and questionnaire

Moving boxes and packing material

Move out cleaning

My 5 offers

International relocation

Piano transport

Payment and cancellation

Our partner companies

 

Most frequent questions

How much is my move or move out cleaning going to cost?

There is no general answer to this question, as each move and each move out 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.

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How much does the MOVU service cost?

MOVU’s service is free of charge: You pay nothing for receiving the 5 quotes and the advice of our Move Captains. You only pay once you’ve decided to book one of the 5 quotes.

To receive your 5 quotes, click here.

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Is the service provided by MOVU binding?

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

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

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Can I cancel the booked service?

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.

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Are the prices of the quotes at a fixed price?

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 (a +/- 10% deviation is okay), an additional charge may apply.

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

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Can I still make adjustments after the booking?

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

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How quickly do I have to decide on my quotes?

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. You can also book after these 5 days have expired. Please contact our Move Captains so that they can check the availability of the removal/cleaning company.

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

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

Once you have booked, you will receive a confirmation email from us. Within the next few days, the removal/cleaning company will contact you by email or phone.

If you miss the call of the company or if you have any questions, you are welcome to contact the booked company earlier. You will find the contact details in the booking confirmation, which you have received by email.

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

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What is being cleaned?

General:

  • Floors: Vacuum cleaned and floor swept wet (depending on the flooring, special cleansing agent is used)
  • Carpets: Vacuumed and shampooed (if desired and at an extra charge)
  • Windows, glass and mirrors: Inside, outside, window frames
  • 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
  • Mold: If you mention mold in the questionnaire, the mold will be removed superficially. However, this is not a professional mold removal. This should be arranged with the landlord.
  • Remove adhesive from walls, door frames and windows: Adhesive residue will be removed (if desired and only at an extra charge).
  • Joints: The joints are cleaned by machine (if desired and only for an extra charge).

Rooms:

  • Kitchen: Cooker, faucets and sinks (descaling), boxes and cabinets (inside and outside), kitchen hood (filter is cleaned), oven (inside and outside), refrigerator (inside and outside), dishwasher (filter is cleaned)
  • Bath: Floor, shower / bathtub (internally and externally, descaling), toilet (internally and externally), washbasin (descaling), if present: mirror, mirror cupboard.
  • Living room, bedroom & children’s rooms: All accessible surfaces are cleaned (windows, doors, floors, cabinets). Attention: walls are not cleaned
  • Cellar: Broom-clean
  • Balcony: Broom-clean (can be high-pressure cleaned on request)
  • Garage: Broom-clean (can be high-pressure cleaned on request)

Contact us here if you have questions or requests.

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About MOVU

What does MOVU do?

MOVU is the largest relocation platform in Switzerland and offers customers an individual solution tailored to their needs. Whether moving, move out cleaning, furniture transport or disposal – our customers benefit from a free “all-in-one service” completed with a personal Move Captain. 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.

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Why should you book your move/move out cleaning with MOVU?

  • 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.

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Is the service binding?

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

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

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How much does the MOVU service cost?

MOVU’s service is free of charge: You pay nothing for receiving the 5 quotes and the advice of our Move Captains. You only pay once you’ve decided to book one of the 5 quotes.

To receive your 5 quotes, click here.

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Does MOVU also organize removals and move out cleanings for companies?

Yes, we also organize removals and move out cleaning for companies. For the move you can start an inquiry here.

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Relocation

What is included in the fixed price?

  • Free Move Captain support at any time
  • Professional movers
  • Loading and unloading of goods
  • Return journey incl. vehicles and fuel
  • Protective material and tension belts
  • Transportation and liability insurance
  • Performance guarantee

Here you will find a detailed overview.

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

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.

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When will I be contacted by the removal company?

Once you have booked you will receive a confirmation email from us. Within the next few days, the removal company will contact you by email or phone.

If you miss the call of the company or if you have any questions, you are welcome to contact the booked company earlier. You will find the contact details in the booking confirmation, which you have received by email.

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

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When does my move start?

To arrange the exact time, the moving 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 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.

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How long does my move take?

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 Move Captains. 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 yourself is up to you.

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

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How many removal helpers can I expect?

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.

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

If you have any questions that the booked company cannot solve, our Move Captains will be happy to help you by phone. The service of our Move Captains is completely free at any time.

You can find our contact details here.

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

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.

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Is the company allowed to charge money for additional work?

If the information in the inventory list or in the questionnaire is incorrect (+/- 10% 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.

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Am I insured against damages during the move?

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

In addition, MOVU offers all-risks removal insurance in cooperation with Baloise insurances. Your removal goods are thus insured at replacement value.

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

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How do I proceed in the event of damage?

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 5 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 free of charge. 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.

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How does the “assembly and disassembly” work?

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.

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Am I obliged to tip the removal men?

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.

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Do I have to offer meals to the removal helpers?

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.

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Inventory and questionnaire

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

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.

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

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.

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Can I arrange a home visit?

If you have completed the questionnaire and the inventory list with precision, home visits are no longer necessary. If you nevertheless wish to arrange a home visit, you can select the company from which you wish to request a home visit directly on the offer overview page. We offer this almost all over Switzerland.

In Zurich, you can also arrange a home visit in advance. A MOVU employee will then come by to estimate the amount of work involved.

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

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

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

View our contact details here.

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

Clothes, tableware and smaller items are transported in moving boxes or bags. Please estimate how many boxes or bags are necessary and fill them 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.

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Moving boxes and packing material

How many moving boxes do I need?

The number of boxes required depends strongly on the apartment and the 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

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How can I order moving boxes from MOVU?

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 also have the option of ordering or borrowing boxes from the moving company you have booked. If you are interested, you can indicate this directly in the questionnaire.

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

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What do I have to consider when packing the boxes?

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.

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Does MOVU also offer packaging and protective materials?

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

Discover our moving carton offers at www.topkartons.ch.

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Move out cleaning

What is being cleaned?

General:

  • Floors: Vacuum cleaned and floor swept wet (depending on the flooring, special cleansing agent is used)
  • Carpets: Vacuumed and shampooed (if desired and at an extra charge)
  • Windows, glass and mirrors: Inside, outside, window frames
  • 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
  • Mold: If you mention mold in the questionnaire, the mold will be removed superficially. However, this is not a professional mold removal. This should be arranged with the landlord.
  • Remove adhesive from walls, door frames and windows: Adhesive residue will be removed (if desired and only at an extra charge).
  • Joints: The joints are cleaned by machine (if desired and only for an extra charge).

Rooms:

  • Kitchen: Cooker, faucets and sinks (descaling), boxes and cabinets (inside and outside), kitchen hood (filter is cleaned), oven (inside and outside), refrigerator (inside and outside), dishwasher (filter is cleaned)
  • Bath: Floor, shower / bathtub (internally and externally, descaling), toilet (internally and externally), washbasin (descaling), if present: mirror, mirror cupboard.
  • Living room, bedroom & children’s rooms: All accessible surfaces are cleaned (windows, doors, floors, cabinets). Attention: walls are not cleaned
  • Cellar: Broom-clean
  • Balcony: Broom-clean (can be high-pressure cleaned on request)
  • Garage: Broom-clean (can be high-pressure cleaned on request)

Contact us here if you have questions or requests.

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What is included in the fixed price?

  • Free Move Captain support at any time
  • Return journey incl. vehicles and fuel
  • Liability insurance
  • All cleaning materials
  • Handover guarantee (Presence of cleaning company during handover)
  • Performance guarantee

Here you will find a detailed overview.

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What is not included in the fixed price?

  • Cleaning the walls
  • Fix dowel holes
  • Disposal
  • Repairs and electrical work

Here you will find a detailed overview.

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Is the handover guarantee included and what does it mean?

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.

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When should the handover take place?

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.

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What should I consider before the move out cleaning?

  1. Make sure that the cleaning personnel have a nearby parking space. Please contact the cleaning company before the service day if parking conditions are difficult. You will find the company’s contact details in the booking confirmation email.
  2. Check with the cleaning company to see if you can meet the cleaning staff in person or if you will provide them with a key.
  3. Please note that your home must be completely empty before the cleaning company arrives.
  4. Please ensure that both your refrigerator and freezer are defrosted before the arrival of the cleaning team.
  5. Please remain available for the cleaning company on the day of the service.

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

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When does my move out cleaning start?

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.

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How long does my cleaning take?

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.

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Am I insured against cleaning damages?

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.

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How do I proceed in the event of damages?

If any damages should occur, they must be reported to us and the booked company immediately. In order to process your case as well as possible, we ask you to send us and the booked company photos of the damage by email. For obvious damages a period of 24 hours applies, smaller damages must be reported within a maximum of five working days.

Important: The time and not the replacement value of the object is insured. In addition, the burden of proof always lies on the customer and not on 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.

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When will I be contacted by the cleaning company?

Immediately after you have made your booking, you will receive a confirmation email from us. Within the next few days the company will contact you by email or phone.

If you miss the call of the cleaning company or if you have questions, you are welcome to contact the booked company earlier. You will find the contact details in the booking confirmation, which you have received by email.

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

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My 5 offers

Is it really free for me to receive quotes?

Yes, receiving the 5 quotes and any other services from MOVU are absolutely free of charge. You will only incur charges once you have made a definite booking. However, these will not be paid to MOVU, but directly to your booked cleaning/removal company.

Get 5 offers here!

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Are the quotes fixed prices?

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 (a +/- 10% deviation is okay), an additional charge may apply.

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

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Why are no hourly rates offered?

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.

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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. 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.

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How quickly do I have to decide on my quotes?

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. You can also book after these 5 days have expired. Please contact our Move Captains so that they can check the availability of the removal/cleaning company.

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

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Can I still make adjustments after booking?

You are welcome to adjust your order even after booking. Please contact our Move Captains and inform them 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.

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International relocation

How does customs work when moving within Europe?

If you move to Switzerland from a European country, only the customs documents between Switzerland and the EU have to be filled out. The most important thing here is a list of the removal goods – the so-called household effects. This means a list of exactly what you are importing to Switzerland, for example how many moving boxes you take with you. There are many examples on the Internet of what this list can look like.

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

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How much does an international move cost?

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.

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Does MOVU also arrange overseas removals?

MOVU does not currently arrange overseas removals for its customers. We are working on offering this service in a timely manner.

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Piano transport

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

No, you do not need to buy anything for the piano transport. The necessary protective materials, the carrying straps and, if necessary, the furniture lift will be brought along by the transport company.

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How much does a piano transport cost?

This question is generally difficult to answer. The costs for a piano transportation are calculated by the size and weight of the piano as well as the distance between the old and the new destination.

You can start an inquiry for your piano relocation here.

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Does the company tune my piano after the piano transport?

No, the removal company is only responsible for the safe transport of your piano from the old to the new location.

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What happens if my piano is damaged during transport?

The company will take sufficient protection and equipment with them to ensure that your piano or grand piano is adequately protected. Should damage occur during transport, your piano or grand piano will be insured by the insurance of your chosen moving company.

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

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Payment and cancellation

Which payment methods do you offer?

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

  • Cash payment on the service day
  • 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.

For disposal and home cleaning, payment can currently only be made with an invoice.

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

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When do I pay for the service?

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

  • Cash payment: If you opt for cash payment, it should be paid at the beginning or end (please check with the company you booked) of the move or move out cleaning. You will receive a receipt as confirmation.
  • 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 15 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.

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How secure is the payment on the website?

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.

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Why does the billing not work?

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 Move Captains will be happy to assist you: 044 505 14 14

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Why does credit card payment not work?

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.

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Is a cancellation possible?

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.

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Is there a cancellation fee?

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.

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How do I get a refund?

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.

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Our partner companies

Who are MOVU’s partner companies?

We only work with certified partner companies. Therefore, we guarantee that you book a quality-tested and insured removal or cleaning company with us. They are trained and continuously reviewed.

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 Move Captains if you have any questions or other concerns.

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How can I contact the companies?

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 Move Captains 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.

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Do the partner companies also work on weekends?

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.

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How and where can I rate the companies?

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.

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