Wise Move customer help centre

Help Centre

Answers to common questions about Wise Move
Common questions
How Wise Move works
We built Wise Move to make it easy for you to find and connect with trusted local moving professionals.
Our platform is the stepping stone to make removals easier and more streamlined than ever before and it all starts with one click.
Does Wise Move charge a service fee?
No, there is no cost or fee to post a delivery request on the Wise Move platform.
Does Wise Move provide insurance for my delivery?
Each Wise Move moving partner has their own insurance policy and details. These will be listed on their profile where applicable. The insurance needed for a move is called "Goods in Transit" and this is separate to general household insurance. If you require GIT insurance for your move, make sure you choose a mover with GIT insurance and clearly state that you want your items insured during your move.
How far in advance should I book a mover in South Africa?
We encourage booking as early as possible. This is for you to reserve a space ahead of time, giving you peace of mind. Movers tend to get booked out fast, especially at the end of the month. So, the closer you get to your moving dates, the less space there will be available. Booking in advance also helps you hold the price and avoid any future price increases. Once you have booked your moving company, add your ideal moving dates as soon as possible.
I only have a small item/s to move. Do you have a minimum cost for moving?
There is no minimum cost to move items. Our movers' quote is based on the item size/weight, distance from the collection to the delivery destination, and the transport provider's proximity to the pick up location. You may also get prices based on shared loads, making it more affordable.
How are Wise Move moving companies vetted?
All our approved movers must submit identity documents, proof of address, verify their mobile phone number and email address, as well as send through vehicle verification and insurance policies. While that is the first vetting process, each mover receives public reviews after a booking is completed— keeping all our partners accountable and professional.
How can I contact customer service?
If you have any questions, please email us at support@wisemove.co.za. We generally respond to emails within 1-business day.

At this stage, we unfortunately can't take calls, but we can assist on Whatsapp (+27 64 432 5534). Alternatively, send us your contact number and we will call you! :)
Making a new booking
Can I contact a mover before making a booking?
Wise Move connects you to the best local movers and you'll often receive several quotes within a few hours. You can communicate with these movers using the chat feature on Wise Move — but communication before making a booking shouldn't include any of your contact information.

Why? Until your booking is made, all communication is public. After your booking is made, all communication is private. So, as a safety feature, we have disabled sharing contact details before a booking is made.

Once your booking is confirmed, your chosen mover will receive your contact number and email that you provided.
You will also receive their information and you can call or message them to discuss your delivery.
Should I book if I have not heard back from the mover?
Once you’ve got a quote from a mover, we recommend messaging the mover to double-check space availability for your specific dates (especially if you marked your dates as flexible). The more communication, the smoother your move will be.
Cancelling a booking
How do I cancel a booking?
If you need to cancel your booking after confirming, please speak directly to your chosen mover.

With a confirmed booking, all arrangements are made directly with the mover so it is their service that you are cancelling.

Once you have informed them of your request to cancel the booking, go to your Wise Move listing and cancel it. You will be asked to add a short note regarding your cancellation. That's it - all done.
What happens if my mover cancels my booking?
If, for some reason, your mover needs to cancel your booking, please reach out to our support team (support@wisemove.co.za) and we will try to rebook you with another mover as soon as possible. We can reach out to the other movers that quoted on your old delivery request on your behalf and we can also feature your listing to get more responses.

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