Refund and Cancellation Policy

The deposit is the fee for MoveWyse's service: securing your chosen driver and unlocking their contact details and the chat. MoveWyse's service is effectively performed at the moment contact is unlocked.

As a consumer buying online, you normally have 14 days to cancel a service and get a refund. However, if you ask us to perform the service immediately (by paying the deposit to unlock contact straight away) and the service is then fully performed within the 14 days, you may lose the right to cancel for a refund. We will make this clear and ask for your acknowledgement before you pay.

We will refund the deposit where: contact details were never successfully unlocked due to a fault on our side; or the matched driver fails to engage at all (e.g. unreachable or no-show before any arrangement is made), subject to our review; or we are required to refund by law.

Once contact has been unlocked and our service is performed, the deposit is generally non-refundable, including where you and the driver later cancel, reschedule, or fail to agree the job fee between yourselves, because the driver's fee and the job itself are matters between you and the driver, not MoveWyse.

The deposit covers MoveWyse's introduction, not the transport. Disputes about the job, the price you agreed with the driver, or the quality of the work are between you and the driver. We can provide a reporting and complaints channel but do not refund the driver's fee (which never passes through us).

Submit a ticket through our Help Centre from your account workspace, with your job reference and a description of what happened. You can attach up to five photos to support your request. We aim to respond within a few working days. Approved refunds are made to your original payment method.