Moving guide
Moving Insurance and Payments Explained
Insurance and payment terms answer different risks. Cover explains what happens if property is damaged; payment terms explain when a booking is formed, what is due and what happens after a change or cancellation. Read both before paying and keep the version accepted with your booking.
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Check whose policy responds
Ask for the legal business name on the contract and whether the move is performed directly or by a transport partner. Confirm goods-in-transit and public-liability limits, major exclusions, excesses and any item-value declaration requirement. A headline limit is not proof that every cause or item is covered. If your home policy includes removals, read its conditions too; some policies require professional packing for fragile goods or advance notice of high-value items.
Make the inventory part of the evidence
Describe valuable, fragile and pre-damaged items before the move and retain dated photographs. Use appropriate packing and follow any special-condition instructions. Keep serial numbers and purchase evidence where available. At collection and delivery, report damage promptly and preserve the item and packaging while the claim process is confirmed. This is not about assuming a dispute: a clear record lets the customer, coordinator, performing team and insurer identify what happened without relying on memory.
Understand the payment schedule
The quote should state whether payment is a deposit plus balance or the full amount, which methods are accepted and when a booking becomes confirmed. Online card confirmation normally depends on the payment provider reporting success; a pending browser screen is not the same as settled payment. Do not send money to bank details received only in an unexpected message—verify changes through the published contact route. Save receipts, invoice references and the accepted scope together.
Changes, cancellations and refunds
Read the cancellation clock carefully: it may run from booking rather than the move date, and statutory rights can interact with work requested during a cooling-off period. Ask how date changes, inventory increases, failed access and customer waiting are treated. A fair process explains a charge before applying it and reflects the written terms and unrecoverable work. OX shows its current insurance figures and payment policy in the quote and terms; contact the team if the move or declared items change before paying.