Questions, answered.
Everything we get asked about pricing, booking, drivers, insurance, and what to do if something goes wrong.
Sorted into the five things people actually ask — pricing, booking, drivers, the day itself, and what happens if it all goes wrong. If your question is not here, support replies within one working day.
Pricing
How is my price calculated?
We add up: an item-loading time (based on the items you pick), a travel time (distance × expected speed for the time of day), and the driver's per-hour rate. That gives a server-set total. There is no driver-side negotiation on the number.
Can the driver change the price on the day?
No. The fare is locked at booking. If you add items after booking, you can request an "add items" quote from the driver — but it is a new fare, separate from the original locked price, and you can accept or decline.
What about a fuel surcharge?
There is no fuel surcharge. Fuel is already inside the per-mile component of the price. Drivers are told — and we audit — that no additional charges may be added on the day.
Do I pay upfront?
You pay the full fare at checkout via Stripe (PaymentIntent with destination charge). The driver does not collect any money. Their share is released after the 24-hour verification hold.
Booking
Can I book same-day?
Yes, subject to driver availability in your area. The system shows you only the time slots that drivers are actually accepting.
How far in advance can I book?
Up to 90 days in advance. For longer lead times, contact us and we will arrange it manually.
Can I change the date or time after booking?
Yes, free of charge up to 48 hours before the scheduled pickup. Within 48 hours, the driver has to accept the change (most do, but it is not guaranteed).
How do I cancel?
From your booking page. Free if you cancel more than 48 hours in advance; a small percentage of the fare is retained if within 48 hours (covers the driver's hold cost).
Drivers
How are drivers verified?
They upload a UK driving licence, motor insurance, V5 (logbook) document, and a profile photo. We cross-check the V5 with the DVLA. A driver cannot accept jobs until all three documents are on file and the V5 plate matches the one they register with.
Can I pick my driver?
On the booking page you can either let the system auto-assign the closest available driver, or pick a specific one from the available list (with their rating, van size, and hourly rate).
What is the rating system?
Both customers and drivers rate each other 1–5 stars after every job. Drivers need a sustained 4.5+ average to stay active. Customers with sustained <4.0 are reviewed.
Are drivers insured?
Every driver on the platform holds valid UK motor insurance. We verify this document at signup and re-check on renewal. The driver's policy is the primary cover; SmoothMovers carries a master contingency policy for in-transit items up to £50,000 per job.
On the day
Do I need to be present at both ends?
Yes — at least one named adult at pickup and one at delivery. They sign off the load and (for delivery) the photo proof. Without a sign-off, the job is not marked complete and the driver's payout is held.
How long does the job take?
Depends on the van size and item count. A studio (small van, <10 items) typically runs 90–150 minutes including 15–20 minutes of driving each way. A 3-bed house (large van, 30+ items) usually runs 4–6 hours. Your quote shows the estimated duration.
What if I am late?
The driver waits up to 30 minutes free of charge. After 30 minutes, you can agree on a paid extension (the driver proposes an hourly rate; you accept or decline). If you do not respond within 15 minutes, the driver can mark the job as a no-show and the cancellation fee applies.
What if the weather is bad?
The driver proceeds unless conditions are unsafe (high winds, ice, flooded roads). In those cases we re-schedule at no cost. Drivers carry blankets and shrink wrap for rain-sensitive items.
Problems & refunds
Something was damaged. What now?
File an incident from the booking page within 48 hours. Upload photos. We mediate between you and the driver. If the driver is at fault, their master policy covers it; we facilitate the claim and hold their payout until resolved.
Something went missing.
Same as above — incident report within 48 hours. The POD photo timestamps the condition of the van at delivery. We work with the driver to recover or compensate.
I was charged twice.
Stripe payments are idempotent (same PaymentIntent = same charge). If you genuinely see two charges, contact us within 7 days and we will refund the duplicate immediately while we investigate.
How do I contact support?
Email support@smoothmovers.co.uk or use the chat on any page. We aim to respond within 1 working day; urgent issues (driver no-show, accident) get a response within 1 hour during UK business hours.