Terms of service
Prices, deposits, cancelling, cover and claims, in plain language.
1.About these terms
These terms apply when you book a move with TopMove. TopMove arranges your move and is your single point of contact. The move itself may be done by one of our vetted moving partners, an independent business that works to our standards.
Nothing in these terms takes away your rights under the Consumer Protection Act.
2.Prices
- Your price is based on what you tell us: addresses, floors, access, what’s moving and the day.
- It is locked for 30 days for those details.
- If the details change, we update the price with you before moving day.
- If items that weren’t on your list turn up on the day, the crew tells you the extra cost before loading them. You can say no.
3.Booking and paying
Your move is booked once your deposit is paid. The deposit is part of your price, not an extra.
- Single item: R300
- Small move: R500
- Medium move or vehicle: R1,000
- Large move: R1,500
- Moves over 200 km: 50% of the price
The balance is paid once everything is in at your new place, before the crew leaves, by card, EFT, SnapScan, Capitec Pay or Apple Pay.
4.Changing or cancelling
- You can move your date free of charge with at least 48 hours’ notice, if the new day is open.
- Cancel more than 7 days before your move and your deposit is refunded in full.
- Cancel 7 days or less before your move and the deposit covers the truck and crew held for you.
- If we have to cancel, you get your full deposit back.
5.Your part
- Tell us honestly what’s moving, and about stairs, lifts, parking and anything heavy or fragile.
- Book lifts and parking where your building needs it.
- Be there, or have someone you trust there, at both ends.
- Pack boxes properly, defrost fridges and drain washing machines.
- Keep cash, jewellery, documents and other valuables with you.
6.What we don’t move
- Gas bottles, petrol and anything flammable
- Paint, thinners, pool chemicals and other hazardous substances
- Firearms and ammunition
- Cash, and anything illegal
- Animals
Plants travel at your own risk.
7.On moving day
The crew arrives inside the time slot you picked. Traffic, weather or a road closure can cause delays: if that happens we tell you on WhatsApp straight away. If the crew can’t load because of access you didn’t mention, we agree a new time or the extra cost with you before going ahead.
8.Cover and claims
Every load travels with goods-in-transit cover for loss or damage caused by an accident, fire or theft on the road. It is not all-risk cover: everyday knocks, scratches and breakages are not included unless you add all-risk cover when you book.
Breakage inside boxes you packed yourself isn’t covered, because we can’t see how they were packed.
Report any damage within 48 hours, with photos, on WhatsApp or by email. We reply within two working days.
Our liability is limited to the direct loss and to what our cover pays out, except where the law doesn’t allow that limit, such as loss caused by negligence.
9.Cars and motorbikes
We photograph your vehicle at pick-up and drop-off. Items left inside the vehicle are not covered. Tell us beforehand if your vehicle doesn’t run.
10.Complaints
WhatsApp us or email hello@topmove.co.za. We reply within two working days and keep you posted until it’s sorted.
11.The law
These terms are governed by South African law. Our privacy policy explains how we look after your information.