Complaints & Disputes
If something has gone wrong on a job, we'll help you and the other party work towards a fair outcome. Remember: the transport contract is between you and the driver. MOVEWYSE facilitates resolution.
Customer complaints
- Raise the issue in the in-app messaging with the driver first.
- If unresolved, submit a ticket via Help & Support with the job ID, photos and a short description.
- Our team will review and reply within 1 working day.
Driver complaints
- Drivers may raise complaints about customers for issues such as access, item misrepresentation, abusive behaviour or non-payment.
- Submit through the driver dashboard with supporting evidence.
Service disputes
Disagreements about scope, price, timing or condition of goods are reviewed using the messages, photos and quote details captured in the platform.
Damage claims
- Report within 24 hours of delivery with clear photo evidence.
- Claims are made against the driver and their applicable insurance, with MOVEWYSE facilitating contact.
- Goods in Transit cover, where held by the driver, may apply.
Review process
- Initial acknowledgement within 1 working day.
- Decision or status update on most cases within 5 working days.
- Complex cases may take longer; you'll be kept informed.
Escalation
If you're not satisfied with the outcome, you can request a senior review through the Contact page. You also have the right to pursue your legal rights independently. MOVEWYSE's process does not affect them.
MOVEWYSE is a technology marketplace. MOVEWYSE enables customers to connect with independent transport providers. MOVEWYSE is not a carrier, courier, removal company, transport operator, or logistics provider. Any transport agreement is formed directly between the customer and the selected driver.