From your first enquiry to your completed service.

1. Tell us what you need

Send your route, preferred date, items and access details. No account or payment is needed. You can save the text as a private draft for seven days; files need to be reattached. An enquiry is not a confirmed booking.

2. Review a tailored quotation

Your team checks the service, suitability, timing and capacity. Your quotation identifies the supplier, payment recipient, total, inclusions, exclusions, balance arrangements and cancellation terms. Do not assume additional stops, packing, stairs, waiting time or special handling are included unless stated.

Use the quotation discussion to request a change or propose a different price. A request is not automatically agreed. Revised terms need a new approved quotation and your acceptance.

3. Accept and confirm

Check the details before accepting. Acceptance creates a reference and a payment request or an authorised supplier invoice, depending on the quotation. If an upfront payment is required, the booking remains awaiting payment until receipt is verified. A zero-upfront quotation can confirm on acceptance after the team has checked capacity.

Pay only the recipient and method shown in your quotation. Customer booking payments are separate from Exchange membership subscriptions. Never send card details through an enquiry or message. If a payment looks uncertain, check with the recipient before trying again.

4. Prepare and follow your service

Keep your private quotation link. You can also sign in with ChatGPT and add it to your customer account using the quotation email. Your account holds instructions, photographs, service-team updates and available documents. Updates are recorded events, not live vehicle tracking.

Agree parking, permits, access, loading and packing before collection. Survey requests and preferred dates are subject to confirmation; they do not reserve a slot automatically.

5. Changes, problems and documents

Request changes, cancellation, a refund or help with a service problem through your account. For an urgent live-service issue, use the supplier contact on your quotation. The team reviews requests against the agreed terms. A refund request or credit record is not proof that money has been returned.

Download issued documents from your booking. Supplier invoices and proof of delivery appear when available. A payment request is not a payment receipt or necessarily a VAT invoice. Do not assume documents or updates have been emailed.

Regular work or a transport business?

Business accounts provide saved addresses, colleague access, repeat requests and activity statements. Each new service needs reviewed availability and pricing; requesting repeat work does not authorise another charge.

Transport operators seeking work should use Freivio Exchange recruitment, rather than a customer quote form.