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Refund and Cancellation Policy

Welcome to moverglide, operated via www.moverglide.com. This Refund and Cancellation Policy establishes the legal and operational framework governing contract withdrawals, service cancellations, deposit refunds, and fee adjustments for moving and relocation coordination services across Germany and the European Union.

1. Merchant Information and Contact Details

All cancellation notices, refund requests, and formal inquiries regarding this policy must be submitted to:

  • Brand Name: moverglide
  • Official Domain: www.moverglide.com
  • Customer Support Contact: service@moverglide.com
  • Registered Business Address: [Insert Your German Registered Address]
  • Telephone Contact: [Insert Your German Phone Number]

2. Statutory Right of Withdrawal (Widerrufsrecht)

In compliance with European Union Consumer Rights Directives and the German Civil Code (Bürgerliches Gesetzbuch – BGB), consumers entering into distance service contracts are entitled to a statutory right of withdrawal.

  • Statutory Cooling-Off Period: Consumers have the right to withdraw from a booked service contract within 14 calendar days from the date of contract conclusion without providing any reason.
  • Exercise of Withdrawal: To exercise the statutory right of withdrawal, the client must inform moverglide by issuing a clear, written statement sent via email to service@moverglide.com.
  • Premature Expiry of Withdrawal Right: In accordance with Section 356 paragraph 4 of the German Civil Code (BGB), the consumer’s right of withdrawal expires prematurely if moverglide has fully performed the agreed relocation service, provided performance commenced only after the consumer gave express prior consent and acknowledged the loss of the right of withdrawal upon complete performance.

3. Statutory Refund Processing

Where a client validly exercises their statutory right of withdrawal within the designated 14-day period prior to service execution:

  • Refund Scope: moverglide shall reimburse all payments received from the client, including any initial booking deposit.
  • Refund Method: Reimbursements are issued using the original payment method utilized during the initial transaction, unless expressly agreed otherwise in writing.
  • Processing Timeline: Statutory refunds are processed within 14 business days from the date on which moverglide receives the formal notice of withdrawal.

4. Cancellation Terms Outside the Statutory Window

If a client requests to cancel a confirmed service after the 14-day statutory withdrawal period has elapsed, or within close proximity to the reserved execution date, specific operational cancellation fees apply to cover administrative allocations, vehicle scheduling, and reserved personnel:

  • Cancellation Notice Period: All non-statutory cancellation requests must be submitted in writing to service@moverglide.com.
  • Administrative and Capacity Retention: For cancellations requested after the statutory 14-day cooling-off period, moverglide reserves the right to retain the initial booking deposit to offset incurred administrative costs and vehicle capacity reservations.
  • Services Commenced with Express Consent: If service performance has already commenced upon the explicit request of the client during the statutory withdrawal period, the client shall pay an amount proportional to the services rendered up to the time of cancellation in relation to the full coverage of the service agreement.

5. Rescheduling Policy

Clients may request to reschedule a confirmed moving date subject to operational availability:

  • Written Notification: Rescheduling requests must be sent to service@moverglide.com at least 5 business days prior to the originally scheduled service date.
  • Operational Assessment: If the requested revised date can be accommodated within our logistics schedule, the initial deposit will be applied to the rescheduled date without additional cancellation penalties. Requests received with less than 5 business days’ notice may be subject to a scheduling administrative fee.

6. Service Non-Performance and Partial Service Adjustments

  • Scope Adjustments at Execution: If a moving service cannot be fully executed on the scheduled date due to inaccurate details provided by the customer (such as unnotified building restrictions, severe underreporting of inventory volume, or blocked site access), moverglide reserves the right to recalculate fees or apply appropriate operational adjustments before completing fulfillment.
  • Force Majeure Circumstances: In the event that service execution becomes impossible due to unforeseen external events beyond reasonable control (such as severe natural occurrences, emergency road network closures, or government restrictions), moverglide will work directly with the client to reschedule the service or issue a mutually agreed adjustment.

7. Customer Support and Dispute Resolution

We encourage clients to reach out directly to our support team at service@moverglide.com regarding any questions, booking modifications, or payment inquiries. Our operations team handles all matters conscientiously to reach fair, transparent solutions in accordance with German commercial standards.