Returns & Refunds Policy
As a removals and storage provider, Movera doesn’t sell physical goods to return — this page sets out when deposits, payments and charges are refundable.
1. Overview
Movera provides removal and storage services rather than physical goods, so this policy explains when a deposit, payment or charge is refundable — read alongside our Terms & Conditions, which govern the booking itself.
2. Deposits & Cancellations
Cancel or reschedule your booking more than 7 days before the scheduled job and your deposit will be refunded in full or credited to a new date, whichever you prefer.
Cancellations or date changes made within 7 days of the scheduled job are non-refundable, as set out in our Terms & Conditions — the deposit covers crew, vehicle and route allocation already committed to your move.
If we cancel or fail to attend a confirmed booking for a reason within our control, any deposit or payment already made is refunded in full.
3. Genuine Quote Guarantee
We quote upfront based on the details you provide, reflecting the actual work involved in your move. If you're charged above that quote without your agreement to a scope change (e.g. additional items, extra stops, or access issues not disclosed at booking), the difference is refunded on request.
4. Damage & Loss Claims
Any damage believed to be caused by our crew must be identified and reported before the job is marked complete and our team leaves the property. Claims raised after this point cannot be accepted, consistent with our Terms & Conditions.
Confirmed claims are covered by our standard $100,000 goods-in-transit insurance. We reserve the right to offer monetary compensation instead of repair or replacement.
Claims relating to pre-existing damage, defective self-packing, inherently fragile items, cosmetic wear, or other exclusions listed in our Terms & Conditions are not eligible for a refund or compensation.
5. Non-Refundable Charges
The following are treated as costs already incurred on your behalf and are non-refundable once paid:
Toll charges and any parking fees or infringements incurred during your move, unless caused by an error on our part.
Storage and redelivery fees where goods couldn't be delivered due to access issues or the absence of an authorised receiver.
The $45/day administration fee applied to overdue accounts.
The 1.8% surcharge applied to credit card payments.
6. How Refunds Are Processed
Approved refunds are returned to the original payment method used at booking. Bank transfers and card payments are typically refunded within 7–10 business days of approval. We'll confirm the amount and timing with you by email once a refund is approved.
7. Raising a Dispute
If you disagree with a decision under this policy, contact us directly and we'll review the details of your move with you. If a dispute can't be resolved directly, it is subject to the jurisdiction set out in our Terms & Conditions — the laws of Victoria, Australia.
8. Contact Us
To request a refund or query a charge, email sales@themovera.com.au or call 03 7074 1820 with your booking details and we'll respond as soon as possible.
