Dispute Resolution & Report a Problem

Reporting a problem

If something goes wrong before, during or after your move, tell us as soon as possible. Prompt reporting helps us investigate while the details are fresh and is often a condition of any claim.

You can report a problem through your account or through the contact channels shown on the platform. Please include your booking reference, a description of what happened, and any supporting evidence such as photographs.

Time limits

• Report visible loss or damage as soon as possible, and in any event within the period stated in your booking terms.
• Report any other problem promptly after it comes to light.
• Late reporting may reduce or invalidate a claim, so do not delay.

How we handle reports

1. We acknowledge your report and may ask for further detail or evidence.
2. We review the booking, the accepted job and the evidence from both the customer and the partner.
3. Because the physical move is between the customer and the partner, many claims are assessed against the partner's cover under the Customer–Partner Terms. We help coordinate this process.
4. We aim to reach a fair outcome and will keep you informed of progress.

Claims for loss or damage

• Claims are assessed against the Customer–Partner Terms, including any per-item and overall limits, and the partner's insurance.
• Provide evidence of the item, its condition and its value where relevant. Items of exceptional value should have been declared in advance.
• Certain items may be carried at the customer's risk, as set out in the Customer–Partner Terms.

Refunds and remedies

Where a problem is our responsibility as the platform, we will put it right, which may include a refund of platform charges. Where a problem relates to the physical move, the remedy is handled under the Customer–Partner Terms and the partner's cover.

If you are not satisfied

If you are unhappy with the outcome, you can ask us to review the decision. We will look again at the evidence and respond. Nothing in this process affects your legal rights.

Contact

Raise a problem or a dispute through your account, or use the contact channels shown on the platform. Keep your booking reference to hand.