Cancellation policy
Plans change. Here's how we handle that.
Most cancellations happen with plenty of notice and there's no charge. The closer you get to move day, the more it costs us (and our operator) to back out — so the fees scale to keep things fair on both sides.
48 hours or more before your move
Free — no charge
Cancel up to 48 hours before your scheduled arrival window and we'll release your card authorisation in full. No charge, no questions.
24–48 hours before
50% of your booking total
Closer to the day, your operator has already blocked their schedule. We retain 50% to compensate them and cover dispatch costs.
Under 24 hours before
75% of your booking total
On the day of (or just before), the operator's van and crew are committed. We retain 75% so they're paid for the day they set aside for you.
No-show on move day
100% of your booking total
If we arrive and there's nobody there / nothing to move, the full booking value is retained. Most of this goes to your operator for the wasted day.
How to cancel
Cancel from your booking confirmation page (the link in your booking email), or call us on 020 3143 1719 (Mon–Sun 8am–8pm) or email hello@movesmith.uk.
Any fees are settled against the card authorisation on file. Refunds typically appear in your statement within 5–10 working days, depending on your bank.
Rescheduling instead?
You can reschedule your move free of charge with 48 hours' notice, or for a £35 admin fee inside the 48-hour window. Rescheduling is usually friendlier than cancelling — same operator, same price.