MoverMate Terms & Conditions – Please Read Before Booking

These terms apply to every moving and storage job MoverMate carries out in the Netherlands. They explain what we do, what we need from you, what things cost, and what happens if something goes wrong. We have written them in plain English on purpose — if a term is unclear, it should not be in here.

Who do these terms apply to?

They apply between MoverMate and you, the customer, from the moment you confirm a booking. "You" means the person who books the job and is responsible for paying for it. If you book on someone else's behalf — a housemate, a partner, a parent booking for a student — you remain the customer under these terms and you are responsible for payment.

If you are booking as a consumer rather than for a business, Dutch consumer law applies on top of these terms. Where anything below would give you less protection than the law requires, the law wins and that part of these terms does not apply to you.

How is a booking made and when is it binding?

Most bookings happen over WhatsApp. You send us the pickup address, the delivery address, a rough list of what is moving, and your preferred date. We reply with a price estimate and an available time. The booking is confirmed once we have both agreed the date and the price in writing — a WhatsApp message counts as writing.

A price we give you before booking is an estimate based on what you told us. It is not a fixed quote unless we say the words "fixed price" to you in writing. If what is actually at the address differs substantially from what you described, the time it takes changes, and so does the price. See the pricing section below.

What does a move cost?

Our rate is €49 per hour for a van with a driver, with a minimum of 1.5 hours, excluding transportation costs. That makes €73.50 the smallest amount payable for any job. Time is counted from arrival at the pickup address to completion at the delivery address.

Fuel and any road, tunnel or ferry charges are billed separately on top of the hourly rate. Parking costs are on us.

After the first 1.5 hours, time is billed per minute.

Storage pricing

Storage is charged per week: €15 per week for a room load and €30 per week for a studio or one-bedroom flat, with a minimum period of two weeks. Collection and redelivery are separate van jobs, billed at the hourly rate above. Full storage terms are in the storage section further down.

What do we carry, and what do you need to do?

The driver loads and unloads at street level at both addresses. If there is an elevator and the schedule is not busy, the driver help to bring the items upstairs / downstairs. If there is no lift, the driver will help carry up to three bulky items between your door and the van. Carrying a full household up or down stairs is not included in the hourly rate and must be agreed in writing before the booking

Before we arrive, we need you to have done the following:

- Packed everything loose into boxes or bags that can be carried and stacked. We do not pack for you.
- Disassembled any furniture that needs to come apart to fit through a door or into the van.
- Disconnected and drained washing machines, dishwashers and similar appliances.
- Cleared the route between your door and the street, so nothing is blocking the way.
- Arranged parking or told us in advance if the street is narrow, pedestrianised, permit-only or has a height barrier.

If these are not done when we arrive, the job takes longer and the extra time is billed at the normal rate. We will always tell you at the time rather than surprising you at the end.

Do you need to be there during the move?

Yes — you or someone responsible must be present at both addresses. We need someone who can say what goes and what stays, confirm the load is complete, and accept delivery. If you decide for someone else, tell us their name and number before the day.

If nobody is there at the agreed time, we wait up to 30 minutes at no charge. After that, waiting time is billed at the hourly rate. If we cannot reach you within 60 minutes of the agreed start, we treat the booking as a late cancellation.

What will you not transport?

We cannot take:

- Anything illegal, and anything hazardous — gas canisters, fuel, fireworks, solvents, paint in opened containers.
- Live animals.
- Perishable food and open liquids.
- Plants, which we can carry but only at your own risk, since they rarely survive a van in summer.

We also ask you to keep passports, residence permits, other identity documents, cash, bank cards, jewellery and small electronics with you rather than putting them in the van or into storage. These are not covered under our liability, and carrying them yourself is simply the safer option.

What happens if you cancel or reschedule?

Rescheduling is free if you tell us at least 24 hours before the agreed start time, and we will move you to the next slot that suits you.

Cancelling is free up to 24 hours before the agreed start time. If you cancel with less than 24 hours' notice, or nobody is present at the address, we charge the 49€ because the slot can no longer be filled.

If we have to cancel — a breakdown, illness, or conditions that make driving unsafe — we will tell you as soon as we know, offer you the earliest alternative slot, and refund anything you have already paid for that booking. We are not able to compensate you for costs you incur elsewhere as a result, such as a rescheduled key handover.

Who is responsible if something is damaged?

We handle your belongings carefully and we take responsibility for damage caused by us while your goods are in our care. As a licensed carrier, our liability for goods in transit is limited in the way Dutch transport law provides for professional road carriage.

MoverMate holds carrier's liability insurance (vervoerdersaansprakelijkheidsverzekering) with Allianz Nederland Schadeverzekering for goods while they are in transport with us. Our liability for loss or damage during transport is governed by Dutch law and by the standard conditions that apply to professional road transport and removals. Those conditions set a maximum amount of compensation, and that maximum can be lower than what an individual item cost you. This is normal for licensed carriers and it is the reason we ask you to keep certain things with you.

If you are moving something worth substantially more than its weight suggests — a laptop, a camera, a musical instrument, artwork — tell us before the job. We will usually advise you to carry it yourself. We cannot agree compensation above what the standard conditions provide.

Cash, jewellery, precious metals, identity documents, perishable food and live animals are excluded from cover in all cases. Please keep these with you.

We are not responsible for:

- Damage to items you packed yourself, where the packing was the cause.
- Pre-existing damage, wear, or items that were already fragile or poorly built — flat-pack furniture that has been assembled and moved before is the common example.
- Electronics or appliances that stop working with no external damage visible.
- Damage to floors, walls, door frames or stairwells at either address. Protecting these is your responsibility.
- Plants, and the valuables listed above.
- Losses that follow on from a delay, such as missed appointments or a rebooked handover.

How do you report damage or a complaint?

Tell the driver on the day if you can, and message us on WhatsApp with photographs within 48 hours of the delivery. Damage reported later is very hard to attribute fairly to the move, so please do not leave it.

We aim to respond to any complaint within five working days. If we cannot resolve it between us, you can bring the matter to the competent Dutch court. Dutch law applies to these terms and to every job we carry out.

How and when do you pay?

The payment is done after the move is completed. We accept all methods of payment:
- Tikkie
- Bank Transfer
- Cash

All prices are in euros. If you need an invoice with your details on it for a company or a reimbursement, tell us before the job and we will issue one.

What extra terms apply to storage?

Storage runs from the day we collect your goods until the day we deliver them back. The minimum period is two weeks. After that, storage continues week by week until you tell us you want your things back.

- We list and photograph your goods at collection and send you that record. Please check it and tell us straight away if anything is missing from the list.
- Give us a few days' notice for redelivery so we can schedule the van.
- Redelivery can go to a different address from the one we collected from. If it is significantly further, the van time changes and we tell you before you agree.
- You can nominate someone else to receive your goods. Tell us their name and number in advance.

Storage is charged in whole weeks. A part week counts as a week.

Unpaid storage

If storage charges remain unpaid for more than 30 days and we have been unable to reach you at the contact details you gave us, we will send a formal written notice. If the balance is still unpaid 30 days after that notice, we may exercise the rights that Dutch law gives a carrier over goods it holds, which can include selling the goods to cover what is owed. We would much rather agree a payment arrangement, so please talk to us before it reaches that point.

What happens if bad weather or something outside our control stops the job?

If conditions make driving or loading genuinely unsafe — storm-force winds, ice, flooding — we will contact you and reschedule at no cost to you. The same applies to road closures, accidents and vehicle breakdown.

Traffic delays are part of moving in the Randstad. We plan for them, we do not bill you for time we spend stuck in them beyond the agreed job, and we cannot compensate you for knock-on costs if we arrive later than planned.

What do you do with my personal data?

We collect only what we need to do the job: your name, contact details, the addresses involved, and the photo record of your goods where storage is used. We do not sell your data. Full detail is in our privacy policy, and your rights under the GDPR are set out there.

Can these terms change?

We can update these terms, and the version published on this page at the time you book is the version that applies to your job. Changes never apply retroactively to a booking already confirmed. The date at the top of this page shows when it was last changed.

Summary of the main points

• €49 per hour, 1.5-hour minimum (€73.50), fuel and tolls separate.


• Free cancellation and rescheduling up to 24 hours before your slot.


• Storage from €15 a week, two-week minimum, charged in whole weeks.


• You need to be there, or choose someone who can be.


• Report any damage within 48 hours with photographs.


• Dutch law applies. Consumer protections override anything here that gives you less.


• Questions about any of this? Message us on WhatsApp before you book. We would rather explain it up front.