Frequently Asked Questions
For Customers
Post your job free and ID-verified movers bid on it with their own prices. Movers can see the other bids on a job, without names, and each one decides what to offer. Compare the prices, profiles and any reviews, then choose the mover you like best.
Every driver on SoundMove is identity-verified before they can bid on a job, and where a driver has completed jobs you can read the reviews other customers have left them before you accept a bid.
Posting a job on SoundMove is completely free. You only pay once you accept a mover's bid. Your payment is held until the job's done. We release it when you confirm, or automatically 24 hours after the driver marks it done if you haven't raised an issue.
That is agreed with the individual driver, because each one runs their own operation and sets their own terms. Some quote for loading, carrying and unloading at both ends, others price a kerbside pick up and drop off. Say in your listing what help you need, including stairs or anything heavy enough to need two people, and read what each driver includes in their bid.
We cannot promise how quickly a job gets a bid, or that it will get one at all. Drivers see open jobs and choose the ones they want, so it depends on your route, your dates, the size of the job and who is looking at the time. Your job is visible to drivers as soon as it's posted, and you are notified each time a bid comes in.
Each bid comes with the driver's own message and a link to their profile, so read those and put anything you need priced into your listing. Once you accept a bid the job is booked, and from there you can message your driver in the app and exchange phone numbers for easier coordination.
You can post anything from a single item or a Trade Me purchase to furniture, appliances and full house moves. Drivers bid on the jobs their vehicle suits, so give sizes and photos. Illegal items and hazardous materials are not allowed. Live animals can only be moved with proper arrangements. If you're unsure, just ask us.
When you accept a bid, your payment is made through our platform and held securely until the delivery is confirmed. Once the driver marks the job as complete, you have 24 hours to confirm and leave a review. If you haven't raised an issue by then, the job completes automatically. Payment is then released to the driver once the job is confirmed complete.
Yes, you can cancel from your booking. If you cancel at least 24 hours before your delivery date (counted to midnight at the start of that day), you will be refunded the full delivery amount. If your delivery date changes, we use the earlier date. If you cancel after that, including on the delivery day, a 20% late cancellation fee applies to fairly cover the driver's time and planning, so you get 80% of the delivery amount back. Once the driver has picked up your items, cancelling means no refund. The payment processing fee is non-refundable when you cancel, because our payment provider keeps it on refunds. If your driver cancels, you are refunded in full including that fee. If your driver does not turn up, report an issue on your booking instead of cancelling, and we will review it for a full refund.
If something does go wrong, report an issue on your booking. Two things then help. First, if you report it before the job is confirmed complete, your payment stays on hold while we review it with you and the mover and work towards a fair resolution. Second, under the SoundMove Guarantee, if accidental damage during your move results in an accepted claim under your New Zealand insurance policy, SoundMove contributes up to $500 towards your insurance excess. See the SoundMove Guarantee page for full details.
The SoundMove Guarantee is our promise that you can book with confidence. If accidental damage during a move booked and paid for through SoundMove results in an accepted claim under your New Zealand insurance policy, SoundMove will contribute up to $500 towards your applicable insurance excess. Report any damage to us within 5 working days of your move and submit your request within 30 days. Eligibility criteria and the SoundMove Guarantee Terms & Conditions apply.
For Drivers
Sign up on our website and complete the driver application. You'll need a valid New Zealand driver's licence and your own vehicle insurance. Once you have finished onboarding, including identity verification and your payout details, you can start bidding on jobs.
To join SoundMove, you must hold a valid New Zealand driver's licence for your vehicle class, have current vehicle insurance, be at least 18 years old, and be legally allowed to work in New Zealand. You must also be identity-verified, and be well-mannered, reliable, and a good communicator. You'll also need a suitable vehicle, such as a ute, van, or truck, depending on the jobs you want to take.
SoundMove charges a 15% commission on completed jobs. There are no monthly subscriptions, credit card requirements, or account top-ups. For example, on a $200 job, you receive $170.
Payment is collected from the customer at the time of booking and held securely until the job is completed. Once the job is confirmed complete, by the customer or automatically 24 hours after you mark it done if no issue has been raised, we deduct our commission and release the balance to you. How quickly it then reaches your nominated bank account depends on the payout schedule and your bank.
Absolutely! You choose which jobs to bid on. Browse available jobs by location, item type, or date, and only bid on the ones that suit your schedule, route, and vehicle. There is no obligation to bid on any jobs.
If a customer cancels less than 24 hours before the delivery date (counted to midnight at the start of that day), including on the delivery day, they pay a 20% late cancellation fee and that fee is passed on to you. This helps cover the time and planning you have already committed. If they cancel after you have picked up the items, you are paid for the job as normal. If the cancellation is made at least 24 hours before the delivery date, no cancellation fee applies.
At a minimum, you must have valid vehicle insurance. Because this is commercial transport work, you should also check with your insurer that your policy covers carrying goods for delivery. Some drivers choose to take out additional goods-in-transit insurance for extra protection, especially if it is not already included in their existing cover.
If the item is significantly different from the job listing or cannot be transported safely or legally, you should report the issue to SoundMove before proceeding.
All prices quoted and collected are GST-inclusive. As an independent contractor, you are responsible for managing your own GST and tax obligations. This includes registering for GST if required, keeping appropriate records, and meeting any tax reporting or payment requirements that apply to you.
Still Have Questions?
Our friendly support team is here to help. Get in touch and we'll get back to you as soon as we can.