Room furniture made out of boxes

Help Center

Answers to common questions about Wise Move
General
How is a Wise Move moving company partner vetted?
> All Wise Move moving companies must submit an identity and verify their phone number and email address. Customers publish reviews after booking completion keeping it all accountable and respectful.
Does Wise Move provide insurance for my delivery?
> Each Wise Move moving company partner has their own insurance policy and details of which is stated on their profile.
Does Wise Move charge a service fee?
> No, there is no cost or fee to post a delivery on the Wise Move platform.
Making a new booking
Can I contact a moving company before making a booking?
>

Communication before making a booking shouldn't include any of your contact information.

Contact information is only exchanged between parties when a quote is booked.

If you have booked moving company, you can call, or message them on the site to communicate about your delivery.

Why should I book and communicate through Wise Move directly?
>

Paying and communicating through Wise Move helps ensure that you're protected under our cancellation and refund policies. It also makes it easy to find and reference important booking details like a collection/delivery address and contacts and other useful information.

When am I charged for a booking?
>

Deposit is charged once the moving company accepts your request, or if you book with Instant Book.

The outstanding amount to be paid directly to the moving company, booking payment method and time frame is specified on the booking.

What is Instant Book?
>

Instant Book quotes don't require approval from the moving companies before they can be booked. Instead, customers can just secure a booking and discuss plans with the moving company.

What happens if my booking request is declined or expires?
>

If your booking request is declined by the moving company or expires, meaning the moving company didn’t respond within 24 hours, no charge is made for the deposit and you’re free to book with another moving company.

We urge our moving companies to keep their calendars up to date and respond to requests in a timely manner. But, sometimes situations come up that prevent this from happening.

Should I book if I have not heard back from the moving company?
>

Once you’ve got a quote from a moving company, we recommend messaging the moving company to double-check the availability of the space for your dates.

Cancelling a booking
How do I cancel a booking?
>

If you need to cancel your booking after confirming please speak directly to your chosen moving company.

With a confirmed booking, all arrangements are made directly with the moving company so it is their service that you are cancelling.

What happens if my moving company cancels my booking?
>

Your deposit payment will be automatically refunded and the booking will be cancelled.

Do you still need help?
Contact customer service by email

We generally respond to emails within 1-2 business days. If you feel that we have not responded to your email please be sure to check your junk/spam folders as well.

Your name
Email
Message
Contact customer service by telephone

At the current Wise Move stage — startup, we don't provide customer service by telephone, yet. Please contact our customer service by email.