Refund & Cancellation Policy

This Policy explains how cancellations, rescheduling requests and refunds are managed by Moviq.

The Booking Fee secures the booking and covers Moviq's administration, platform and booking management costs. Once a booking has been confirmed, the Booking Fee is generally non-refundable, except where required by Australian Consumer Law or where Moviq cancels the booking and is unable to offer a suitable alternative.

Customers may request to reschedule at least 48 hours before the scheduled service. Approval is subject to Moviq and Partner availability. If the requested date is unavailable, alternative dates will be offered.

Cancellation requests must be submitted to Moviq as soon as possible. As a general rule, the Booking Fee is not refundable where the Customer chooses to cancel a confirmed booking.

If the assigned Independent Moving Partner cancels, Moviq will make reasonable efforts to allocate another Partner. If no suitable replacement is available, the Customer may choose to reschedule the booking or receive a refund of the Booking Fee.

Chargeable time starts when the assigned crew arrives at the scheduled address. Customer delays, incomplete packing, restricted access or waiting for lift access do not stop the chargeable time.

If the Independent Moving Partner arrives later than the scheduled time, chargeable time begins only upon the crew's arrival.

If the Customer is unavailable or refuses access at the agreed time, waiting time and other applicable charges may apply.

Customers who believe they have been incorrectly charged should contact Moviq promptly. Each matter will be assessed individually.

Nothing in this Policy excludes or limits any rights available under the Australian Consumer Law.

Moviq may update this Policy at any time. The latest version will be published on the Moviq website.

Questions regarding this Policy may be directed to:

Website: https://moviq.com.au

Email: hello@moviq.com.au