Legal
Refund Policy
1. The Blueprint (£99)
Before we've started work
You can cancel and get a full refund any time before we've started work on your Blueprint. Email hello@moovedin.com from the address you used at checkout and we'll process the refund to the original payment method within 5 working days.
Once we've started work
To meet our one-working-day delivery promise, we begin work on your Blueprint as soon as we have everything we need — immediately after purchase for most orders, or after you submit the schooling questionnaire for a family with school-age children. Once work has begun, the Blueprint is non-refundable. By purchasing, you expressly request that we start performance as soon as we have what we need and you agree to waive your 14-day cancellation right under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Without this, we couldn't deliver within one working day of having everything we need.
If something goes wrong
If you're not happy with what we've delivered, please tell us first — we'd rather fix it than refund it. Where the issue is something we got wrong (factual errors, missed sections of the brief, late delivery beyond a reasonable timeframe), we'll either correct it or issue a partial or full refund as appropriate.
2. Search & Secure (£499)
Search & Secure includes Blueprint+ in full. Blueprint+ terms above apply to that part of your order.
The search is a promise of effort and process, not an outcome: we promise the search, not the home. If nothing is secured within the four-week window, you choose either one further search on a revised brief, or the full £499 credited against the hands-on relocation service.
If your Blueprint shows your budget is below market for the areas that fit your brief, we will tell you and decline to run the search. In that case we refund the difference between Search & Secure and Blueprint+ (£220), and you keep Blueprint+ in full.
Once the search has started, the £499 is non-refundable if you change your mind. Your kickoff call is refunded if it has not yet taken place.
Holding deposits, deposits and rent are always paid by you directly to the agent or landlord. We never handle your money.
3. Matthew video walkthrough (+£79)
Full refund if you cancel before the call has taken place. Once the call has happened, this add-on is non-refundable.
4. Adrian schools specialist call (+£79)
Full refund if you cancel before the call has taken place. Once the call has happened, this add-on is non-refundable.
5. The free scorecard and newsletter
These are free, so there's nothing to refund. You can unsubscribe from the newsletter at any time.
6. How to request a refund
- Email hello@moovedin.com from the email address you used at checkout.
- Include the order date and the name on the order.
- We'll confirm within one working day and process eligible refunds to your original payment method within 5 working days. Your bank may take a further few days to show it.
7. Your statutory rights
Nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015. Services must be provided with reasonable care and skill, and if they aren't, you may be entitled to a repeat performance, a price reduction or a refund regardless of what this policy says.
8. Disputes
If we can't agree, you can refer the matter to the relevant ombudsman or take the dispute to the courts of England and Wales. We'd much rather resolve it directly — please give us the chance first.
9. Questions
Email hello@moovedin.com.