Customer Terms

2. Request, quote, and confirmed booking

When you submit the form, you first send a request. The request itself is not a final booking confirmation and does not guarantee that a specific date, price, or setup can be offered.

A booking is considered confirmed only when the scope, date, and terms have been accepted between the parties. If the underlying information changes or turns out to differ from the original request, the setup, staffing, and price may need to be adjusted in a clear and reasonable way.

3. Customer information and responsibilities before the move

You are responsible for making sure the information in the form is accurate and as complete as possible. This includes addresses, dates, floor area, number of rooms, floor level, elevator access, walking distance, storage spaces, basement, attic, garage, heavy items, and requested add-on services.

You are also responsible for informing us about any conditions that may affect timing, staffing, access routes, parking, entry codes, loading zones, permits, key handling, or other practical requirements needed to carry out the assignment safely and efficiently.

4. Duty to disclose relevant information

To help us plan correctly from the start, it is important that you tell us about anything that may materially affect the assignment in practice. This can include very heavy furniture, narrow passages, sensitive surfaces, dismantling needs, long carry distances, or restricted access times.

If important information is missing or turns out to be incorrect, this may affect pricing, staffing, and timing. Our goal is always to handle changes smoothly, but that depends on receiving accurate information in good time.

5. Pricing, add-ons, and changes

Quotes and pricing are based on the information provided by the customer. If the scope changes before or during the assignment, pricing, timing, staffing, vehicle needs, or add-on services may need to be adjusted.

Changes that may affect price or planning must be communicated as early as possible. This is especially important for date changes, changed addresses, more volume than expected, special cargo, longer carry distance, or additional services.

6. Payment terms

Payment is normally made by Swish on site after the assignment has been completed. If you want to pay by invoice, this must be agreed well in advance before the assignment starts.

For invoice payments, a credit check may be carried out before the job is confirmed or before invoice payment is approved.

7. Cancellation and rescheduling

Cancellation or rescheduling must be communicated as early as possible. Once staffing, vehicles, and time have been reserved for an assignment, planning costs arise and affect our ability to accept other work.

For confirmed bookings and accepted quotes, the following cancellation charges apply:

• If you cancel 10 days or less before the move date, 25% of the quote value is charged.
• If you cancel 5 days or less before the move date, 50% of the quote value is charged.

8. Delivery of the assignment

To carry out the assignment safely and efficiently, the customer must ensure that access is available to the addresses at the agreed time and that the required practical conditions are in place.

If the assignment is delayed, made more expensive, or otherwise affected by circumstances that the customer is responsible for, such as inaccessible premises, incorrect information, missing key handover, or limited access, both schedule and pricing may be affected.

9. Access, parking, and practical conditions

The customer is responsible for providing correct entry codes, bookable elevators, loading zones, access restrictions, parking conditions, and other local details that affect how the work can be carried out.

If special permits, reserved parking, key handover, or coordination with a property owner or building manager are required, the customer is responsible for arranging this in time unless otherwise expressly agreed.

10. Packing, fragile items, and valuables

The customer is responsible for ensuring that belongings are packed in a transport-ready way unless packing service has been specifically ordered. Fragile, high-value, or otherwise sensitive contents should be clearly marked and communicated in advance.

Cash, jewelry, keys, identity documents, medications, computers containing business-critical information, and other particularly sensitive belongings should, where possible, be transported by the customer unless otherwise specifically agreed.

11. Responsibility in case of damage or deviations

If something unexpected happens during the assignment, it is important that you contact us as soon as possible so we can investigate the matter in a fair and accurate way. The earlier we receive the information, the easier it is to follow up properly.

Any assessment of responsibility will be based on the conditions of the assignment, how items were packed, what information was provided in advance, and what actually happened on site. Our starting point is always to handle questions and deviations in a factual, helpful, and clear way.

12. Delays and obstacles outside planned control

Time estimates in quotes and planning are based on known conditions. Traffic, weather, accessibility, waiting time in buildings, or other practical obstacles may affect the time needed even when the assignment has been planned correctly.

If the assignment is affected by circumstances that could not reasonably be foreseen or that are outside our control, we will aim to inform the customer and adapt the execution as far as reasonably possible.

13. Force majeure and extraordinary events

Neither party is responsible for delay or failure caused by circumstances outside that party’s reasonable control, such as authority decisions, major operational disruptions, strikes, natural events, serious accidents, or other extraordinary events.

In such cases, the parties should primarily try to find a reasonable solution through rescheduling, timeline adjustments, or another practically workable arrangement.

14. Late payment

If payment is not made as agreed, reminder fees, late-payment interest, or further handling under applicable rules may become relevant. We always aim to resolve payment matters first through clear communication and early contact.

If you believe a payment may be delayed, it is important to let us know as early as possible so that we can try to find a reasonable way forward.

15. Personal data and communication

We process personal data to handle your request, communicate with you, plan the assignment, provide the service, and manage administration. How we process data is described in our privacy policy.

By submitting the form, you agree that we may contact you about your request and use the information required to follow up, issue a quote, and complete the booking process.

16. Complaints and questions

If you have questions about your booking, want to change something, or need to submit a complaint, you should contact us as soon as possible so the matter can be handled without unnecessary delay.

Any complaint should describe the issue as clearly as possible, including what happened, when it was discovered, and which part of the assignment is affected. This helps us review the matter more quickly and accurately.

You can reach us at support@movon.com or +46 10-33 00 490. For personal data matters, please see our privacy policy.

17. Dispute resolution and governing law

If a question or disagreement arises, our first goal is always to resolve it through dialogue, clarification, and a practical review of what was agreed and carried out.

If the parties still cannot reach an agreement, the matter shall be assessed under Swedish law. Where relevant, mandatory consumer protection rules applicable to the service will also apply.