Refund & Cancellation Policy

1. Understanding the Pricing Structure

When you book a removal through Smoove, the total price you pay consists of two parts:

• Partner Fee: The amount that goes to the removal company (Partner) for performing the removal service.
• Smoove Platform Fee: A 10% fee for providing the matching, quoting, payment processing, and customer support services. (5% if you book within 24 hours of your first quote - our early-bird discount!)

This distinction is important because refund eligibility differs for each component.

2. The Smoove Platform Fee

The Smoove platform fee is charged for providing the matching service, facilitating quotes, processing payments, and providing customer support. This fee is generally non-refundable because the service has been provided once you receive quotes and book a removal.

However, we may refund the platform fee (in whole or in part, at our discretion) where:

• There is a clear and demonstrable error in Smoove's systems that directly causes the Partner to be unable to complete the job.
• The Partner cancels the job without valid reason and you choose not to rebook with another Partner.
• Smoove determines, acting reasonably, that refunding the fee is appropriate in exceptional circumstances.

3. Customer Cancellations

If you need to cancel your removal booking, the refund you receive depends on how much notice you give before the scheduled moving date:

*In exceptional circumstances, we may consider partial platform fee refunds on a case-by-case basis.

3.1 How to Cancel

To cancel your booking, you can:

• Use the cancellation option in your Smoove dashboard
• Contact our support team at hello@smoove.to
• Use the in-app support chat on our Help page

Cancellations are effective from the time we receive and process your request. We recommend cancelling as early as possible to maximise your refund.

4. Partner Cancellations

If the removal company (Partner) cancels your booking, you are entitled to a full refund of both the Partner fee and the Smoove platform fee.

In this situation, we will:

• Notify you immediately and explain why the cancellation occurred.
• Offer to help you find an alternative removal company through Smoove at no additional platform fee.
• Process your full refund within 5-10 business days if you prefer not to rebook.

Partners who cancel without valid reason may be subject to penalties, including removal from the Smoove platform.

5. Rescheduling

Rescheduling is different from cancelling. If you need to change your moving date:

• More than 7 days before: Free rescheduling, subject to Partner availability on your new preferred date.
• 3-6 days before: Rescheduling may be possible but is at the Partner's discretion. The Partner may charge a rescheduling fee.
• Less than 3 days before: Rescheduling is unlikely and may be treated as a cancellation followed by a new booking.

To reschedule, contact the Partner directly through your Smoove dashboard, or reach out to our support team for assistance.

6. Disputes and Issues with the Service

If you experience issues with the removal service (for example, damage to items, incomplete service, or significant delays), the process is as follows:

6.1 First: Contact the Partner

The removal service is provided by the Partner, not by Smoove. For service-related issues, you should first contact the Partner directly to seek resolution. Most issues can be resolved directly between you and the Partner.

6.2 If Unresolved: Contact Smoove

If you cannot resolve the issue with the Partner, contact Smoove support. We will:

• Review the situation and gather information from both parties.
• Attempt to mediate and facilitate a fair resolution.
• In cases where the Partner has clearly failed to provide the agreed service, we may assist with obtaining a partial or full refund from the Partner.

6.3 Damage Claims

Claims for damaged or lost items during the move must be directed to the Partner. Partners are required to hold appropriate insurance. Smoove is not liable for damage caused by Partners during removal services, but we can help facilitate communication and may take action against Partners who fail to resolve valid claims.

7. How Refunds Are Processed

All refunds are processed through the original payment method (your card). Please note:

• Refunds typically take 5-10 business days to appear in your account, depending on your bank.
• You will receive an email confirmation when the refund is processed.
• If you paid with a debit card, the refund goes directly to your bank account. For credit cards, it reduces your credit card balance.

8. Your Consumer Rights

If you are a consumer in the United Kingdom, you have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

In particular:

• You may have a right to cancel certain contracts within 14 days of booking (the "cooling-off period"). However, this right may be waived if you agree to the service being provided before the cooling-off period ends, which is typically the case when you book a removal for a specific date.
• If a service is not provided with reasonable care and skill, you may be entitled to a repeat performance or a price reduction.

For advice on your consumer rights, you can contact Citizens Advice.

9. Packaging Materials

If you have purchased packaging materials through Smoove:

• Before dispatch: Full refund available.
• After dispatch but before delivery: Refund minus shipping costs.
• After delivery: Returns accepted within 14 days if items are unopened and in original condition. You are responsible for return shipping costs.

10. Contact Us

If you have questions about this policy or need help with a refund or cancellation:

• Email: hello@smoove.to
• Support: Visit our Help page

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. The policy that applies to your booking is the one in effect at the time you made the booking.