Talk to a person
Every message is read and answered by a person. Monday to Friday, 09:00–17:00 UK time. Every message is answered within one working day.
Email
The fastest way, and the one we prefer. Everything can be done by email, including cancelling and asking for a refund.
Telephone
If you would rather speak to someone. If nobody picks up, leave a number and we will ring back the same working day.
Post
The full postal address is published on the legal information page.
What we can help with
- Working out which route type you have, if the description does not seem to fit any of them.
- Checking a measurement you are unsure how to take.
- Anything to do with billing: changing plan, cancelling, a refund, or a charge you do not recognise.
- Getting a reading another way if the site is difficult for you to use.
- Deleting your account and everything held with it.
What we cannot help with
- How big a particular product is. There is no product dimension data here — take it from the retailer's own specification, and take the packed size.
- Whether to take a door frame, a window or part of a wall off, or whether something can be lifted in from outside. That has to be looked at on site by someone qualified.
- Whether a floor, a stair or a balcony will take the weight.
- How to lift or carry something, or how many people it takes.
- Finding you a removal firm.
If you write in about any of those we will say so plainly rather than guess. It is not reluctance — a wrong answer to one of those questions can hurt somebody.
Answers to the things people write in about most
Do you know how big a particular sofa or fridge is?
No. This holds no product dimensions at all — no brands, no model numbers, no sizes. That data changes constantly and varies by market, so writing it down here would amount to making it up.
Take the numbers from the retailer's own specification, and take the packed size rather than the unpacked one. If the packed size is not published, ask them for it before you order; most will give it.
This site also does not recommend, compare or link to any product, and it never suggests buying a different one.
If it says it goes through, does it definitely go through?
No, and it is careful never to say it that way.
Clearance is given as a range, not a figure, because frames are not square, floors are not level, and a tape read by one person has a real margin in it. Handles, feet and castors often stick out further than the body, and the box is always bigger than the thing inside it.
Where the clearance is small, this site says “maybe” and stops there. It will not turn a close call into a yes.
Could I just take the door frame off?
This site gives no advice about alterations of any kind, and it makes no structural or load-bearing judgement.
Taking off a door frame, an architrave, a bannister, a window or part of a wall, and lifting anything in from outside, all have to be looked at on site by someone qualified. When a description mentions any of those, the tool stops and says so rather than answering around it.
It also gives no handling advice — how to lift, how many people, how to carry. Those are questions of personal safety and they are outside what a measurement can settle.
What happens to the measurements I type in?
They are used to work out your route and nothing else. The dimensions and route descriptions you enter are not used to train any model, ours or anyone else's.
There is no image upload anywhere on this site: estimating a size from a photograph cannot be accurate, and the whole value here rests on the numbers being ones you took yourself.
The privacy page sets out what is stored, for how long, and how to have it deleted.
How accurate is the reading?
The geometry is exact and it runs in your browser: the clear width of an open doorway, the longest thing that can be swung round a right-angle turn, the arc something sweeps as it comes upright on a landing, and the two conditions a lift imposes at once.
What is not exact is the input. That is why every clearance comes back as a band rather than a number, and why the things the tool cannot know are listed alongside every result rather than buried.
It is a reading, not a guarantee, and not an assessment of any actual move.
How do I cancel, and can I get a refund?
Cancel from the billing page in two clicks, or by emailing support. Cancelling stops the next renewal; access continues to the end of the period already paid for.
You have a statutory 14-day right to cancel a subscription bought at a distance. Because this is a digital service supplied immediately, that right ends once supply has begun — but only if you gave express consent and acknowledged the loss, which is asked for as two separate, unticked confirmations at checkout and repeated in the order email.
The cancellation page explains all of this in full and includes the statutory cancellation form.