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The van breaks down.
Paid time pauses.
You should not pay for delays caused by a transport-company fault. The driver and support handle the pause and plan how the move continues.
If the van develops a fault during the move, the driver must pause paid time or stop the timer. The customer should not pay for the delay caused by the transport company's problem. Support helps resolve the situation and restart transport.
The essentials, in brief.
- A company-side breakdown should not become paid waiting for the customer.
- Support coordinates repairs or a possible replacement van.
- Ordinary traffic and customer-side waiting still count.
01 · The timer
Handle the pause immediately
The driver can pause timing in the app or stop it and resume recording when the problem is resolved. Contact support if unsure how the pause was recorded.
You do not need to calculate a technical adjustment between app records yourself. Support should ensure the bill reflects events without the delay caused by the company.
02 · Continuing transport
Support finds a specific solution
Depending on the fault, the van may return to service or support may look for another vehicle. If a replacement is used, goods must be transferred before transport continues.
Timing should resume only once the problem is handled and the agreed task continues. A particular replacement vehicle or arrival time cannot be promised in advance.
03 · Other delays
A traffic queue is not a vehicle fault
Ordinary local per-minute billing includes traffic. It also includes waiting for the customer, a seller, property access or belongings that are not ready.
A personal break, such as the driver stopping to smoke or eat, should not be recorded as work performed for the customer. Tell support if you see an unexplained pause included in the bill.
04 · Contact
Give support useful details
Have your order number and current location ready. Describe what happened and whether anything has already been loaded or delivered.
Mention any time-limited access at the next address or storage facility. This helps support prioritise the next step. This guidance concerns timing and continuing transport, not insurance coverage or compensation for belongings.
Ready for moving day?
One final review.
- Ask the driver or support about the timer status.
- Have the order number and location ready.
- Disclose restricted access times at the next address.
- Ask support to review the bill if a pause looks incorrect.
Have a good move — and a good start at your new address.
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