Helpful Information

Frequently Asked Questions – On Umzug

All answers in one place to make your move smooth.

Can I still change my booking after placing it?

Yes, the transport volume (e.g., number of boxes or furniture) can be adjusted at any time. Changes to date or time are possible up to 7 days before the move. Later changes may incur additional fees.

What happens with short-notice schedule changes?
  • Between 7 days and 72 hours before the move we charge a rebooking fee of €100.
  • Less than 72 hours before the appointment, 50% of the total amount is due.
  • Changes made more than 7 days in advance are free of charge.
How do I communicate changes to my booking?

You can reach us by phone at 030 62005118 or via email at info@onumzug.de.

Brauchen Sie weitere Hilfe?

Contact our support team anytime if you have questions about your booking or changes.

Phone: 030 62005117

Email: info@onumzug.de

Which company will perform my move?

On Umzug selects a suitable moving partner from our vetted partner network for you.

How many staff will be on site?

The number of movers deployed is determined by the assigned moving company.

Is the moving company local?

We strive to select a regional moving partner for you.

Can I contact the moving company directly?

You will receive the contact details of the moving company one day before the move.

What is included in the price?
  • Moving vehicle including fuel
  • Professional moving team
  • Protective materials and straps
  • Transport and liability insurance
  • Transport of the goods specified during booking
  • Personal consultation by the On Umzug team
What is not included in the price?
  • Electrical work (e.g., lamp installation, internet hookup)
  • Parking space reservation
  • Kitchen assembly/disassembly
Which additional services are available for a fee?
  • Disassembly and assembly of furniture
  • Kitchen assembly and disassembly
  • Packing/unpacking service for moving boxes
  • Disposal of furniture or waste
  • Furniture lift
  • Wall mounting of TVs
Who is my contact during the move?

The On Umzug team is available at any time for questions or problems during your move.

Partner company delay or no-show

Please contact the emergency number provided in advance immediately.

More goods than declared

Additional effort will be charged retroactively accordingly.

How do I report damage?

Despite utmost care, damages may occur. Important: damages must be reported within 3 business days. Download the damage form, fill it out and send it with photos and receipts to On Umzug. (The link to the form will be provided.)

How do I pay for On Umzug service?

We offer secure and flexible payment options. You can choose between: Credit card, Prepayment (bank transfer in advance), Invoice – payment within 24 hours after receipt, Cash payment.

When do I receive the invoice?

The invoice is sent by email after the move is completed.

Do I have to tip the movers?

A tip is not mandatory. You only pay the agreed fixed price.

How do I cancel a booking?

Cancellations must be made in writing via our contact form.

Cancellation fees depend on timing:

  • Within 72h after booking and more than 14 days before move: 20%
  • 14 to 7 days before: 50%
  • 6 to 3 days before: 80%
  • Less than 72h before: 100%
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