Help and support
Email us
Write to support@jemamove.com and a person will answer. Tell us the email address on your account and, if your question is about a specific pickup, its reference — it is on the pickup itself in the app.
From inside the app
Open Profile, then Support. That starts a conversation with us in the app and the replies arrive in Messages. It is the quickest route, because it already knows which account you are writing from and which pickup you are asking about.
Your account
You can change your email address, manage how you sign in, and delete your account and everything on it from Profile in the app. Deleting is permanent and we do not need to do it for you.
Where we operate
Enter your pickup address when you book and we’ll confirm straight away whether we cover it. The areas we run in are listed on Where we operate.
Common questions
Booking a pickup
How does JEMA Move work?
Photograph what needs to go and tell us where it is. Local independent haulers look at your photos and send you prices. Choose the one that suits you, pay in the app, and track your pickup until it's done.
What do I need to send?
Four photos from around the pile and a short walkaround video. They show haulers how much there is and how to reach it, so the prices you get fit the real job.
What can't haulers take?
Hazardous materials — such as chemicals, asbestos, medical waste, explosives, fuel and propane. You'll see the full list before you send a request.
How soon can a hauler come?
Choose as soon as possible, or pick a day and a time window. A hauler may offer other times when they quote, and you choose.
Prices and payment
How are prices set?
Each hauler looks at your photos and sends a price. The price you see is the total you pay, and you choose which hauler to book.
When am I charged?
When you book. Paying confirms your hauler and locks the price in. Anything agreed later — a price change you approve, or a tip — is charged separately.
Which cards can I use?
Credit and debit cards. Prepaid cards aren't accepted.
What if the job turns out bigger or smaller?
Your hauler can propose a new price. Nothing changes unless you approve it.
How do refunds work?
Refunds go back to the card you paid with. How long one takes to appear on your statement is up to your bank.
Changing or cancelling
Can I change my pickup time?
Before a hauler is booked, change it yourself from the pickup. Once one is booked, you can ask your hauler for a new time up to 24 hours before the pickup.
Can I cancel?
Yes, from the pickup's page. If a fee applies, you'll see the exact amount before you confirm, and the rest of what you paid is refunded.
Your hauler
Who are the haulers?
Independent contractors, not JEMA Move employees. Every hauler passes an identity review by our team and keeps current insurance on file for the vehicle they drive.
How do I know it's really them at the door?
When your hauler arrives, the app shows their photo and the legal name from the ID our team approved. If it doesn't match, say so and our team steps in straight away.
Can I message my hauler?
Yes. Once a hauler is booked, message them from the pickup or from Messages.
Your account
How do I change my email or password?
Change your email in Profile › Personal information, and your password in Profile › Security and account › How you sign in.
How do I delete my account?
Go to Profile › Security and account › Delete account.
Safety
How do I report a problem or block someone?
Use Report on a message or a quote, and our team reviews it. Block anyone you don't want to hear from again — you'll find them later in Profile › Blocked users.
Something went wrong with my pickup.
Message JEMA Move Support from this screen, or use Get help on the pickup itself.
Legal and privacy
For anything about the agreements or your information, write to legal@jemamove.com. The Terms and Privacy policy are published here.