Question 1

What exactly does PORTR do?

Accepted Answer

PORTR moves furniture, boxes and personal belongings between two addresses. You tell us what you are moving and where it is going, we show you a price, and you book online. It is a transport service rather than a full house-removals company.

Question 2

How is my price worked out?

Accepted Answer

Your price is calculated from the van your items need, the real driving distance of your route, the handling time your items require, the access at each address, and the date and time you choose. Every component appears as its own line in your quote before you pay.

Question 3

Do I have to phone for a quote?

Accepted Answer

No. That is the point of PORTR. The quote flow gives you a real, bookable price online in a couple of minutes, at any time of day.

Question 4

How does payment work?

Accepted Answer

You choose at checkout. Either pay a 50% deposit by card now and settle the remaining 50% on the day, or pay the full amount now and receive a small discount. If you choose the 50% option, your card is securely saved by Stripe so the balance can be taken once your delivery is complete, or you can arrange to settle it on the day instead. Nothing is ever charged before your booking is confirmed.

Question 5

When is the remaining 50% taken?

Accepted Answer

Only after your delivery is complete. Nothing is taken while your booking is still upcoming or in progress. If a card payment fails, we will contact you and you can settle by bank transfer instead.

Question 6

Can I add extra collection or delivery stops?

Accepted Answer

Yes. You can add extra stops to a single booking, and each stop is charged as its own line so you can see exactly what it adds. This is usually cheaper than making two separate bookings, because you only pay to send the van once.

Question 7

Can I choose how quickly it is delivered?

Accepted Answer

Yes. Flexible dates cost the least because your item can be fitted around a journey a driver is already making. Standard, next-day and same-day options are progressively more expensive, and each option shows its price difference before you choose.

Question 8

How accurate is the distance in my quote?

Accepted Answer

It is based on real driving distance between your addresses rather than a straight-line estimate, and on multi-stop journeys every leg is measured and added together.

Question 9

Which cards do you accept?

Accepted Answer

Card payments are processed by Stripe and accept Visa, Mastercard and American Express, on both debit and credit cards. PORTR never stores your card details on its own servers.

Question 10

What is Room of Choice?

Accepted Answer

The standard service delivers to the door of the property. Room of Choice is an optional upgrade where your driver carries the item into a room you nominate and places it where you ask, provided the access is safe and the item fits.

Question 11

Will the driver help me lift things?

Accepted Answer

Yes. Your driver loads and unloads your items. Where an item genuinely needs two people, a second person is added to the job automatically and shown as a separate line in your price.

Question 12

Do you dismantle or assemble furniture?

Accepted Answer

No. PORTR is a transport service, so items should be ready to load. If something needs to come apart to get through a doorway, please arrange that before your collection window.

Question 13

What can you not carry?

Accepted Answer

We do not carry hazardous or flammable goods, illegal items, live animals, plants in soil for long journeys, cash, jewellery or documents of value. Pianos, safes and similar specialist items need to be discussed with us first.

Question 14

Is my item insured?

Accepted Answer

Goods in transit cover applies to items carried in our vehicles, subject to the limits and exclusions in our terms. Items that are inadequately packed, or that are damaged because they were declared incorrectly, may not be covered. Please read the terms before booking anything of high value.

Question 15

What happens if I need to cancel?

Accepted Answer

You can cancel or amend your booking by contacting us with your reference. Our cancellation policy sets out the notice required for a full deposit refund and what happens for late cancellations.

Question 16

Do you cover the whole UK?

Accepted Answer

We quote for journeys across mainland Great Britain. Some remote areas and islands may not be serviceable on every date. If we cannot cover your route, the quote flow will tell you rather than taking a booking we cannot fulfil.

Question 17

How far in advance should I book?

Accepted Answer

Booking a few days ahead gives you the widest choice of time windows and avoids short-notice pricing. Same-day and next-day jobs are often possible, subject to driver availability in your area.

Question 18

Can I add more items after booking?

Accepted Answer

Contact us with your reference as early as possible. Adding items can change the van required, so it may alter your price and, occasionally, your available time window.

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