House Moves FAQs

Because bedroom count does not tell us how much you actually have to move. A fully furnished 2-bedroom home can contain more furniture and belongings than a lightly furnished 3-bedroom home. We therefore price what you are moving. Your inventory helps us estimate the space required, the right vehicle and crew, the likely duration and a fairer price.

Usually, no. Select or describe your items as accurately as you reasonably can. Where an item can vary greatly in size - for example a wardrobe, sofa, dining table or TV cabinet - we may ask for dimensions, photographs or additional details so we can refine the estimate.

An Inventory Quote is normally best for household removals where the goods can be listed in advance. It allows us to estimate the volume and resources required and provide a more tailored quotation. Hourly pricing is generally better for smaller, flexible or less predictable jobs where charging for actual time is more appropriate.

The quotation is based on the information you provide, including the inventory, addresses, access, services required and any other job details. If that information is materially incomplete or changes, the price, vehicle, crew or estimated duration may also need to change. Once the booking is confirmed, the agreed quotation and Terms & Conditions apply.

Yes. We understand that inventories can change before moving day. Please tell us as early as possible. Additional or significantly larger items may increase the price or require a different vehicle, crew or schedule. If a substantial amount is removed, we will review whether the resources and price can reasonably be reduced.

We will assess whether the extra items can be moved safely within the booked vehicle, crew and schedule. We may revise the price or offer an additional journey or service. If the extra goods cannot be accommodated safely or without affecting other bookings, we may have to leave them for a separately arranged collection. Booking, payment and changes

Your move is confirmed when Odogo accepts the booking and confirms the agreed date or time window and any required payment has been received in accordance with the booking terms.

Unless we agree different terms in writing, payment is due in accordance with your quotation or booking confirmation. Consumer household moves will normally require cleared payment or the agreed deposit/payment stage before the service is provided. Business or account terms, where applicable, are confirmed separately.

Odogo may suspend or cancel the booking until payment is received. If late payment causes the reserved date, crew or vehicle to become unavailable, a replacement date will be subject to availability.

Yes, subject to availability. Tell us as soon as possible. If the new date, time, service requirements or operating costs differ, we may need to revise the quotation.

Yes, where reasonably possible. We understand that house moves can change because of completion dates, keys, tenancy arrangements or property-chain delays. We will normally try to reschedule the move before treating it as a cancellation. Any alternative date is subject to availability and the price may change if the booking requirements or rates change.

More than 48 hours before the scheduled start time: no cancellation charge. Between 48 and 24 hours: a charge of up to 50% of the agreed booking price may apply. Less than 24 hours before the scheduled start time, or where the customer does not attend or make the service reasonably available: a charge of up to 100% may apply. For consumer bookings, any charge will be applied fairly and will not exceed the loss reasonably resulting from the cancellation, taking account of costs avoided and replacement work reasonably obtained.

Where reasonably possible, Odogo may transfer some or all of the amount already paid to a rearranged booking instead of applying the full cancellation charge. This depends on the notice given, costs already incurred, capacity reserved and whether the original slot can reasonably be replaced. Preparing for moving day

Unless agreed otherwise, the customer is responsible for making reasonable arrangements for legal and practical parking at the collection and delivery addresses, including permits or bay suspensions where required. Any parking charges, penalties or waiting costs caused by unavailable access may be chargeable.

Access affects the time, manpower and equipment needed. Please tell us about floors, stairs, lifts, long carries, narrow entrances, restricted roads, low bridges, parking limitations and anything else that could prevent the vehicle or crew from working as expected.

We will try to complete the move, but additional time, manpower, equipment or a smaller shuttle vehicle may be needed. Where the difference materially changes the work, additional charges may apply.

You or an authorised representative should normally be available at collection and delivery to confirm what is being moved, provide access and direct where items should go. If nobody is available, delays, waiting or failed-access charges may apply.

Please empty and defrost them before transport and secure loose shelves or fittings. We do not normally transport refrigerated or frozen food. Follow the manufacturer's guidance before reconnecting the appliance after it has been moved.

Not unless this service has been specifically agreed. Customers should arrange for appliances, plumbing, gas, electrical or specialist equipment to be safely disconnected and reconnected by an appropriately competent person where required.

Yes, where this service is quoted or added to the booking. Please tell us in advance which items require dismantling or assembly so we can allow the correct time, tools and price. Some specialist, fitted or structurally complex items may be excluded.

Yes, where agreed. We can also move customer-packed goods, but items packed by the customer should be suitably protected for transport. Liability for damage to owner-packed contents may be limited where there is no evidence that the damage was caused by our handling; the applicable Terms and insurance arrangements should be checked for the booking. Items, safety and exclusions

Yes. We may refuse dangerous, illegal, explosive, highly flammable, contaminated or unsafe goods, live animals, perishable goods, and items that cannot reasonably be moved without unacceptable risk to people, property or the item itself. High-value or unusual items should be declared before booking.

We recommend that you keep cash, jewellery, important documents, securities, keys, medication and small high-value personal items with you rather than placing them in the removal load. Tell us in advance about any unusually valuable or specialist item.

Our crew will assess the item and access. We may require additional manpower, specialist equipment, dismantling or an alternative method. We will not require a crew to attempt a move that they reasonably consider unsafe or likely to cause serious damage. Timing, delays and waiting

Unless we specifically agree a fixed time in writing, quoted arrival times or windows are estimates. Traffic, previous jobs, weather, access and other operational factors can affect timing. We will keep you informed where a material delay occurs.

Reasonable waiting time may be chargeable where the delay is outside Odogo's control, particularly where a crew and vehicle are reserved and unable to work. If you expect a delay - for example because of completion or key release - tell us as early as possible so we can discuss options.

We will discuss the safest and most practical option. Depending on the circumstances, this might include additional time, a return visit, temporary storage or rescheduling. Additional services or costs that were not included in the original booking may be chargeable. Damage, insurance and claims

Odogo maintains insurance appropriate to its operations, but the exact cover, limits, exclusions and any declared-value requirements depend on the current policy and the service booked. The applicable insurance information and Terms & Conditions should be read before the move. Please tell us in advance about unusually valuable items.

Tell the crew as soon as you notice the issue and, where possible, photograph the item and any packaging or surrounding area. Notify Odogo in writing promptly in accordance with the claims procedure in the Terms & Conditions and provide reasonable evidence so the matter can be investigated.

Report the issue to the crew immediately where possible and provide photographs and details. Odogo will investigate damage alleged to have resulted from our negligence or breach of contract in accordance with the applicable Terms & Conditions.

Where Odogo is responsible for damage, the appropriate remedy will depend on the circumstances, the item, the loss and the applicable insurance or legal position. Repair may be appropriate in some cases; replacement or another remedy may be appropriate in others. Subcontracting, storage and support

Yes. Odogo may use vetted subcontractors or transport partners to perform some or all of a service where appropriate. The booking remains subject to the applicable Odogo Terms & Conditions unless a different arrangement is expressly agreed.

Yes, where storage is available and agreed. Storage charges, access arrangements, release requirements, prohibited goods and notice periods are governed by the applicable Storage Service Schedule and booking terms.

Yes, subject to the facility's access rules and the details of the booking. Please provide any access codes, booking references, opening times and loading restrictions in advance.

Please contact Odogo as soon as possible with the booking details and a clear description of the issue. We will review the matter under our complaints process and try to resolve it fairly and promptly. The Complaints Policy is available on our website.

Your booking is governed by the Odogo Terms & Conditions - Master Terms together with the Household Removals Service Schedule and any quotation, booking confirmation or other terms expressly incorporated into your booking. Last updated: August 2026 These FAQs are a customer-friendly guide and do not replace the Odogo Terms & Conditions, Service Schedules or your booking confirmation.