Know who handles each stage of your move
Moving referrals: who is your contracting party?
The website that helps you find a moving company may not be the company you contract with for the move. Before accepting an offer, identify who undertakes the work, issues the invoice and handles your questions. This guide explains the different roles and the referral process used by Umzughilfen in Germany.
1. Separate the referral service, contracting party and crew
A referral service introduces you to a provider. The contracting party for the move undertakes to deliver the agreed moving services. The crew on the day carries out the practical work. One business may fill all these roles, or several parties may be involved.
The actual statements and agreements determine which obligations each party has accepted. A label such as “platform” or “referral service” does not settle the question on its own. For commercial carriage, section 407 of the German Commercial Code (HGB) sets out the basic contractual duties; section 451 adds the framework for moving household goods. Assembly-only or labour-only bookings need to be considered separately.
| Role | Typical task | What to check |
|---|---|---|
| Referral service | Receive your enquiry and introduce a provider | What service does it promise, and will you pay a referral fee? |
| Contracting party for the move | Undertake to provide the agreed services | Full name, address, quote, terms and contact details |
| Crew on moving day | Carry, transport and perform other agreed work | Which business is the crew working for, and who can approve changes? |
2. How referrals work at Umzughilfen
Sending the Umzughilfen enquiry form does not book moving services or reserve a date. You decide whether to accept a subsequent partner offer.
Umzughilfen is Alona Yanchenko’s marketing and referral service. We receive your enquiry and put you in contact with an independent partner business. We do not carry out moving, transport or assembly work ourselves.
The partner is identified by its full name and address before you place a binding order. It prepares its own quote, contracts directly with you for the work, delivers the agreed services and issues the invoice. You pay that business directly. Umzughilfen remains responsible for its own referral and data protection duties.
Customers pay no referral fee. Any remuneration is agreed separately with the partner. The referral service does not promise an independent comparison of the entire market. An enquiry does not guarantee an offer, a contract or an available moving date.
3. Identify the contracting party in the documents
Start with the quote: which business offers the service in its own name? Then check that the order confirmation and applicable terms match. A logo, a contact person or the sender of a forwarded message does not establish the contracting party by itself.
If different business names appear, ask how they relate to each other. A trading name can differ from its owner’s name; identifying the proprietor is particularly useful for a sole trader. Resolve unclear details before committing and keep the written explanation with the quote.
- Full business or proprietor name and a reachable business address
- Quote reference, date and the current version of the service description
- Clear identification of the business you contract with for the work
- Contacts for scheduling, changes and complaints
- Terms accompanying the quote and information about liability
- Payment terms, invoice issuer and intended payment recipient
4. An example from first enquiry to invoice
Hypothetical process example. “Partner business A” is not an actual provider or a completed customer job.
Suppose you enquire about moving home. Umzughilfen introduces “Partner business A”. A checks your inventory, access arrangements and requested date, then sends its own quote. Following A’s offer and acceptance process, the moving contract is directly between you and A.
Your agreed date comes from the arrangement with A. An automatic acknowledgement of your initial enquiry is not enough to confirm it. If you later add another wardrobe, agree the extra work and its price with your contracting party as well.
| Stage | Party in this example | Document or confirmation |
|---|---|---|
| Non-binding enquiry | You → Umzughilfen | Description of the move you need |
| Introduction and own quote | Partner business A → you | A’s name, address, services, price and terms |
| Binding order | You ↔ partner business A | Agreement following A’s offer and acceptance process |
| Move and agreed changes | Partner business A | Record of work and confirmed additions |
| Invoice and payment | Partner business A ↔ you | Invoice from A and payment directly to A |
5. Confirm the scope before accepting
Identifying the business is most useful when the order itself is clear. Record the work you need and the assumptions behind the price. Also check which step in the partner’s process makes the booking binding, rather than assuming a message only asks about availability.
A different name on the vehicle does not, by itself, explain a change of contracting party. If other businesses will be involved, ask in advance what their roles are and who remains your contractual point of contact.
- Which inventory, addresses, floors and access details does the quote cover?
- Does it include carrying, transport, materials and specifically named furniture work?
- Is the total binding or estimated, and when can extra charges arise?
- Which date or arrival window has been agreed?
- Who approves additional work and records its agreed price?
- What terms apply to deposits, date changes and ending the booking?
6. Match the invoice and payment to the order
Under the Umzughilfen model described here, the contracted partner issues the invoice and you pay it directly. Match the invoice issuer, work reference and agreed payment terms to your order documents. For extra items, check the corresponding approval or the agreed basis for calculating them.
If the payment recipient has an unexpected name, clarify why through an established contact at the contracting business. Obtain a clear explanation of the connection. Umzughilfen forwarding an offer does not make us the recipient of the moving price. Keep the quote, additions, invoice and proof of payment together.
7. Contact the right party when something goes wrong
For damaged belongings, unfinished work, delays or invoice questions, contact the partner you contracted with directly. Describe the facts and include the order reference, date and available evidence. If there is damage, record the affected belongings and their condition promptly with photographs and a factual description.
Section 451f HGB contains short notification periods for lost or damaged moving goods. Section 451g addresses information that consumers must receive and the consequences of missing information. Check the applicable instructions straight away; do not wait for the referral service to reply before notifying the partner. A message sent only to Umzughilfen does not automatically preserve deadlines against the partner.
Questions or complaints about our own referral work and data processing belong with Umzughilfen. Separating the roles does not remove our own legal duties. Liability in an individual case depends on the duty breached, the facts and the applicable law; identifying a contact does not itself decide whether a claim succeeds.
8. Treat rescheduling, cancellation and data requests separately
To change or end an agreed move, contact the partner and clarify the process and any potential costs. Asking Umzughilfen to stop making introductions does not end an existing contract with the partner.
Do not assume every online booking has a statutory 14-day withdrawal right. Section 312g(2)(9) of the German Civil Code (BGB) includes an exception for goods carriage booked for a specific date or period. Which rule applies to your contract, and which other termination rights exist, must be assessed separately.
The enquiry details needed for the requested introduction are shared with the selected partner. General contact messages are not automatically forwarded to it. Avoid routinely sending complete invoice or damage files to the referral service. A complaint about the partner contract and a data protection request have distinct purposes and recipients.
Frequently asked questions about moving referrals
Is my moving contract with Umzughilfen?
Under this referral model, you contract directly with the independent partner identified by name and address beforehand. It quotes for the move, performs the agreed work and issues the invoice. Umzughilfen provides its own referral service.
Does my enquiry already make a binding booking?
No. The Umzughilfen enquiry form requests an introduction. It does not reserve a moving date or oblige you to accept an offer. A booking is made separately through the partner’s offer and acceptance process.
Do I pay Umzughilfen a referral fee?
Customers pay no referral fee. Any remuneration is agreed separately with the partner. You agree and pay the cost of the moving work directly with the partner.
Is it enough to report damage to the referral service?
Do not rely on that alone. Notify the contractual partner directly and follow the applicable requirements for the form and timing of notice. A message sent only to Umzughilfen does not automatically preserve deadlines against the partner.
Does a referral service have no liability at all?
No. A referral service also has duties of its own. Umzughilfen remains responsible for its own referral and data protection duties. Whether a claim arises in a particular case depends on the circumstances and applicable law.
Sources and context
Legal sources checked on 24 September 2026. The Umzughilfen process follows the linked referral and privacy information. Other providers may use different contract models. The legal assessment of a particular contract or claim depends on its circumstances.