Terms of Cancellation & Refund


RESCHEDULING, CANCELLATION & REFUND

Only the services registered and booked through the Moovick platform can be considered for a refund. Any agreements made between the Client and the Service Provider (Driver / Handyman / Traveler / Cleaner / Other Professional Service Providers, etc.) outside the Moovick platform will not be considered. 

The cancellation of the Users may lead to a Refund procedure. The Refund process can take up to 7 working days.



RESCHEDULING A TASK

The rescheduling of a task is free of charge. The only condition for rescheduling on Moovick is that both parties, i.e., the Client and the Service Provider must coordinate and agree to changes in the date, time, location, etc., of the rescheduled appointment.

The rescheduling of any task must be done atleast 7 days in advance, before the initially planned date of the task.



CANCELLATION BY THE CLIENT

  • Cancellation of a service request before its approval by the Service Provider is free of charge, as the Client is charged only after the approval.
  • If a Client cancels the booking for a service more than 48 hours before the start of the task, the Client will be reimbursed the compensation for the Service Provider (the Service Provider will not receive any compensation). The platform fees and taxes (in total 19%) will be retained by Moovick i.e., the Client will get a 100% refund minus the fees.
  • If a Client cancels the booking for a service 48 hours or less, before the start of the task, the Client will be refunded half of the compensation for the Service Provider (the Service Provider will not receive any compensation). The platform fees and taxes (in total 19%) will be retained by Moovick i.e., the Client will get a 50% refund minus the fees.
  • If a Client cancels the booking for service on the day of the task, the Client will not receive a refund. The Service Provider will receive 50% of the compensation. The platform fees and taxes (in total 19%) will be retained by Moovick.



CANCELLATION BY THE SERVICE PROVIDER (Mover, Handyman, Traveler, etc.)

If a Service Provider cancels a Client’s booking before the day of the task, it is the responsibility of the Service Provider to inform the Client on time. The Client will be refunded the entire amount paid (the compensation for Service Provider + the Moovick’s platform fees and taxes). 

The cancellation charges for the Service Provider are subject to cancellation fees based on these situations, as mentioned below:

 

 

CANCELLATION WITH PROOF OF EVIDENCE 

For cancellations due to emergencies like a vehicle breakdown or sickness, proof of evidence is required to proceed with free of charge cancellation. Although for postponed plans, a Service Provider is preferred to reach an agreement with the Client and reschedule the task and keep the transaction active on the platform. 



CANCELLATION WITHOUT PROOF OF EVIDENCE

Cancellations without proof of evidence (including over-commitment with many Clients) are penalized according to the cancellation frequency and service delivery values, as mentioned below. After the successful completion of every 10 tasks, one cancellation is free of charge for the Service Provider.

For Service Values less than 60€: 

The cancellation fees will not be applicable for the first cancellation by the Service Provider. Subsequent cancellations will be charged according to the rules of booking values of more than 60€.

 

For Service values from 60€: 

If a Service Provider cancels the booking for a service more than 7 days before the day of the task, the Client will be refunded in full whereas the Service Provider will only compensate Moovick, the platform fees and taxes (19%) of Moovick. The payment to Moovick can be made via Bank Transfer / Sofort / GPay or can be adjusted in future service delivery rewards (max. within 6 months).

If a Service Provider cancels the booking for a service 7 days or less, before the day of the task, the Client will be refunded in full whereas the Service Provider will compensate Moovick 50% of the booking fees + the platform fees and taxes (in total 19%) of Moovick. The payment to Moovick can be made via Bank Transfer / Sofort / GPay or can be adjusted in future delivery rewards (max. within 6 months).

 

Cancellation on the day of the Task:

If a Service Provider cancels the booking for service on the day of the task or does not arrive at the location 15 minutes after the agreed time, the Client will be refunded in full, whereas the Service Provider will compensate Moovick 100% of the booking fees + the platform fees and fees (in total 19%) of Moovick. The payment to Moovick can be made via Bank Transfer / Sofort / GPay or can be adjusted in future delivery rewards (max. within 6 months).

 

For Cancellations on Delivery Service Tasks: 

If a Service Provider already possesses the items that need to be delivered and does not arrive at the meeting point at the agreed time and does not respond within the next 24 hours, the item is considered lost or stolen and the action is taken according to the law of the country in which the Service Provider resides. The Client will be refunded in full (the compensation for Service Provider + platform fees and taxes for Moovick). In the case of insurance, the value of an item is reimbursed based on the insurance policy.

 

 

FREQUENCY OF CANCELLATIONS

More than three cancellations in 12 months (without valid reason*) by the Service Provider after approval of a task will result in permanent suspension of their account from Moovick’s website.

* validity of a reason is determined at the discretion of the Moovick support team 



COMPLAINTS & DISPUTE RESOLUTION 

Under the link https://ec.europa.eu/consumers/odr/main/, the EU Commission provides a platform for out-of-court dispute resolution. This gives consumers the opportunity to resolve disputes in connection with their online orders without the involvement of a court. 

 

General information obligation according to § 36 Consumer Dispute Settlement Act (CDSA)

We are neither obliged nor willing to participate in a dispute settlement procedure before a consumer arbitration board within the meaning of the CDSA.

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