Terms of Service
Last updated: 30 September 2026
1. Who these terms cover
These terms cover residential moves, office moves and bulk collection and delivery arranged through SheMovesIt. Read them with your quotation before accepting a booking. Contact: admin@shemovesit.co.za.
2. Enquiries, quotations and booking
An enquiry requests a review of your move; it does not reserve a vehicle or confirm a booking. Provide accurate addresses, dates, contact details, item lists and access information. The app does not display a final customer price when you submit an enquiry.
Review the formal quotation, its scope, total charges and these terms before accepting. Ask the team to correct errors or clarify exclusions first. In the app, approving a quotation records your response; SheMovesIt still makes the final trip decision. A replacement quotation requires a new response.
A booking is confirmed after quotation acceptance, receipt of the 50% deposit and SheMovesIt’s final confirmation.
3. Prices and payment
The deposit is 50% of the accepted quotation. It is a payment towards the agreed price, not an automatic cancellation penalty. The outstanding balance is payable on completion of the move on the moving day, before the trucks leave the premises. Confirm the payment arrangements with the team before booking; the app does not collect payments or process refunds.
The quotation must identify the agreed services, price and applicable taxes or other charges. Changes to goods, dates, access or services may require a revised quotation. Additional work and its charges must be explained and agreed before it is carried out; these terms do not authorise unspecified charges.
4. Cancellation and postponement
Tell SheMovesIt in writing as soon as reasonably possible if you need to cancel or postpone, identifying your trip reference. Use the available cancellation action in the app, or contact admin@shemovesit.co.za or the trip chat. If the app action is unavailable or fails, contact the team directly. A requested postponement is subject to availability and agreement on the revised arrangements.
Where the Consumer Protection Act permits a cancellation charge, it must be reasonable, taking account of the nature of the service, the notice given, the reasonable prospect of finding another customer and general industry practice. The deposit is not automatically forfeited. SheMovesIt must explain any proposed charge and account for the deposit against it, returning any balance due. Costs must not be counted twice.
No cancellation fee applies where section 17 of the Consumer Protection Act prohibits one because of the death or hospitalisation of the person for whom the booking was made. This clause does not limit other applicable cancellation, cooling-off or refund rights, or rights arising from SheMovesIt’s failure to supply the agreed service. Customer cancellation charges do not automatically apply when SheMovesIt cancels.
5. What cancellation does in the app
A successful in-app cancellation deletes the trip record, its chat and server-stored attachments through the cancellation service. Save any quotations or documents you need before cancelling. A cancellation notice may retain your contact details for follow-up.
The app does not calculate cancellation charges, settle balances or issue refunds. Discuss these separately with the team. Deleting an account is a different action and does not itself establish a refund or settle contractual obligations. See the Privacy Policy for the scope of data deletion.
6. Packing and furniture preparation
Have goods properly packed, protected, labelled and ready for collection. Tell the team about fragile items and unsuitable packaging before loading. Damage caused by inadequate customer or third-party packing will be assessed according to its cause; this does not exclude SheMovesIt’s responsibility for damage it causes or statutory duties of care.
SheMovesIt does not dismantle or reassemble furniture. Arrange this beforehand and have furniture requiring dismantling ready for transport before the team arrives.
7. Disclosure and excluded items
Disclose fragile, unusually heavy, oversized, awkward, restricted or specialist items before booking. Tell the team promptly about changes in quantity, access or scope.
The service exclusions are cash, jewellery, paintings or artwork, antiques, important documents, firearms, hazardous goods, illegal items, perishable goods and high-value electronics. Remove excluded items before the move.
8. Existing damage and appliances
Point out existing damage, defects or structural weaknesses before loading. Pre-existing damage and normal wear are distinguished from damage caused or worsened during the service. Where damage is documented, photographs should fairly record the item’s condition and be handled under the Privacy Policy.
Empty, disconnect and properly prepare appliances for collection. Arrange qualified persons for specialist disconnections and reconnections where required.
9. Access, parking and safety
Arrange safe, suitable access, parking and loading at both addresses. Disclose stairs, lifts, narrow access, long carrying distances, security requirements, building or estate rules and known hazards affecting people, vehicles or property. Goods must be ready when the team arrives.
If conditions differ from those quoted, discuss the effect on the work and agree any revised charges before additional work proceeds. These terms do not set a waiting-time fee.
10. Timing and delays
Collection and delivery times are estimates unless a specific time has been agreed. Traffic, weather, road closures, access restrictions and other disruptions can affect timing. The team must communicate material delays and take reasonable steps to minimise their effect.
This does not excuse a failure to take reasonable care or remove rights relating to agreed delivery times, service quality or cancellation under applicable law.
11. Loss, damage and complaints
Inspect goods on delivery where reasonably possible and report loss, shortage or damage as soon as reasonably possible to admin@shemovesit.co.za, with your trip reference and a description. Include photographs, receipts or other supporting information where available.
There is no automatic loss of a claim merely because visible damage was not reported on delivery or a receipt is unavailable. Claims remain subject to applicable legal requirements and time limits. These terms do not exclude liability for gross negligence, waive statutory consumer rights or promise insurance cover, a particular insurance limit or an excess.
12. Other service providers and refusal of items
SheMovesIt may use independent transporters, drivers, labourers or other service providers for all or part of the move. This does not by itself release SheMovesIt from obligations owed to you under the agreement or applicable law.
The team may refuse items that are unsafe, hazardous, illegal, prohibited, excessively heavy, inadequately packed or materially different from what was disclosed. The reason and available alternatives should be discussed. Any resulting charge remains subject to the agreed scope and applicable consumer law; refusal does not automatically entitle SheMovesIt to keep the entire deposit.
13. Using the app and website
Keep sign-in access secure, use trip messages respectfully and upload only material you are entitled to share. Check your latest quotation, messages and trip status. Internal status updates do not replace the agreed quotation or your statutory rights.
The website provides service information; it does not take payments or itself reserve vehicles. Personal information is described in the Privacy Policy.
14. Agreement and resolving concerns
These terms must be supplied with the quotation for review before agreement. Keep a copy of the accepted quotation and terms. A later change to website wording does not retrospectively change an existing agreement without a lawful basis.
Contact admin@shemovesit.co.za with concerns and your trip reference. Nothing here prevents you from using an applicable statutory complaint process or seeking a remedy from a competent court.