Frequently Asked Questions

You can get a quote in two ways: 1) Select a package (1 Bedroom, 2 Bedroom, etc.) for a quick fixed-price option, or 2) Choose individual items and cherry-pick exactly what you need to move. Fill in your pickup and delivery addresses, select your dates, and we'll calculate your price instantly.

Packages are pre-configured options (like 1 Bedroom, 2 Bedroom) with fixed base prices. Individual Items let you select specific items (refrigerator, sofa, TV, etc.) that you want to move. Both options include distance, demand, and waiting time adjustments.

Our instant quotes are calculated based on distance, vehicle type, demand factors, and the items/packages you select. They provide a good estimate, but final prices may vary slightly based on actual conditions on the day of the move.

Be as detailed as possible: accurate pickup and delivery addresses, complete list of items or select the appropriate package, preferred dates and times, any special requirements (stairs, parking restrictions, etc.), and estimated volume if known.

Once a quote is created, you can contact our support team to make modifications. However, changes may affect the final price. It's best to review all details carefully before submitting.

If you select the marketplace pricing model, transport providers (movers) can bid on your listing. You'll receive multiple bids and can choose the one that best fits your needs based on price, provider rating, and availability.

After accepting a quote, you'll be asked to pay a 25% deposit to secure your booking. The remaining 75% balance is paid directly to the service provider upon completion of the job.

Yes, you can cancel your quote for free up to 48 hours before the scheduled pickup date. Cancellations made less than 48 hours before may be subject to charges.

The deposit is 25% of the total quote price. This secures your booking and is deducted from the final amount. The remaining 75% balance is paid to the service provider after job completion.

The balance (75% of the total) is paid directly to the service provider upon completion of the delivery. Payment can be made via the platform or directly to the provider as agreed.

We accept all major credit and debit cards through our secure Stripe payment system. The deposit is processed immediately, and the balance can be paid via the same method or as arranged with your provider.

Yes, all payments are processed through Stripe, a PCI-compliant payment processor. We never store your full card details, and all transactions are encrypted.

All moves include £50,000 cover as standard. This protects your belongings during transport. Additional coverage options may be available for high-value items - please contact us for details.

If any items are damaged during the move, please report it immediately to both the service provider and HelloXpress. We'll work with you and the provider to resolve the issue according to our insurance policy.

Yes, all service providers on our platform are required to have appropriate insurance coverage. Additionally, we provide platform-level coverage for added protection.

We provide removals services across the UK. Our network of partners ensures we can handle moves to most locations within the country.

We recommend booking at least 48 hours in advance for the best prices and availability. Same-day bookings are available but may incur additional charges due to demand multipliers.

Yes, once your order is confirmed and assigned to a mover, you can track the progress in real-time through your customer dashboard. You'll receive updates at each stage: pickup started, arrived, completed, delivery started, arrived, and completed.