Transparency

Who picks up your boxes

Letting someone into your flat to pick up things you packed with care isn't trivial. Here's who Smoves operators are, how we choose them and how we run the whole process.

The logic

Students, for students

Smoves was born from the experience of away-from-home students who lived first-hand the moving problem in Milan. That's why a good part of the operators doing pickups are university students enrolled at the same universities the service speaks to (Politecnico, Bocconi, Statale, Cattolica, IULM, NABA).

It's a deliberate choice: someone who understands how a student lives and organises a room does a more respectful and faster pickup. They know that behind every box there's a room to clear out, maybe in a hurry, and they know exactly how heavy (literally) a box full of exam books is.

Selection

How we choose the right people

Not everyone can do pickups. The selection process is simple but serious:

1
Application and interview
Every candidate has an interview with the operations team. We assess reliability, ability to handle unexpected situations (an absent concierge, an absent client, a building without a lift) and attention to detail.
2
Document verification
ID and tax code mandatory. Traceability of who works for Smoves: no "off the books" or unidentifiable operators.
3
Operational briefing
Before the first pickup, every operator receives a briefing on the standard process: how to label and register boxes, what to do if the client doesn't reply, how to handle damaged or irregular boxes.
4
Continuous feedback
After every pickup, the client can leave feedback. The operations team monitors feedback to identify recurring issues and improve the service. Operators with repeated negative feedback are removed.

The day

What happens from the gate to your door

Pickups always follow the same procedure. No improvisation, no "depending on the day".

1.App confirmation: the operator confirms they've arrived at the address. You get a notification.
2.Identification: they arrive with ID and booking reference. If you're not there, they can access via reception or an agreed spot.
3.Box count: verifies the total against the quote. If there are more or fewer, updates directly in the app.
4.Labelling: each box gets a label with a unique code, recorded in the system.
5.Email confirmation: you get a mail with the full list of codes. It's your digital receipt.
6.Transport to warehouse: boxes are loaded and taken directly to the Smoves warehouse in Milan. No intermediate stops.

Security

How we protect your boxes

Security is the combination of three things: identification of people, tracking of items, controlled access to the warehouse.

🏷️ Unique-code label

Each box gets a label with a unique code at pickup, recorded in the system and in your confirmation email. At delivery you check the number and external condition of the boxes: if you notice an irregularity, you flag it and the claims procedure starts.

📋 Individual tracking

Each box is individually registered in the system with a unique code and associated client. At any moment the operations team knows exactly where each box is.

🏭 Access-controlled warehouse

The Smoves warehouse has restricted access only to the operations team. No clients, no third parties, no external company has independent access to storage.

📞 Accountability chain

For every movement (pickup, loading, unloading, delivery) the operator who carried it out is logged. If an issue arises, there's a clear chain of who handled what.

After pickup

What happens to your boxes

After pickup, the boxes start a journey of logged steps.

Transport to warehouse

The van takes the boxes directly to the Smoves warehouse. The route is logged by the system (departure and arrival times).

Warehouse check-in

Each box is verified on arrival: number, label code, external condition. If anything is unusual, we flag it immediately.

Assigned position

Each box has a specific position on the shelf, logged in the system. They don't wander the warehouse: each has its place.

Storage for the agreed period

They stay in the warehouse until the delivery date. The warehouse is indoor, dry and access-controlled.

Delivery to your address

When you're ready, you book the delivery from your account. Same process as pickup, symmetric: identification, count, external-condition check.

Frequently asked questions

Can I know in advance who will come for the pickup?

Yes. Before pickup day you get an email confirmation with the assigned operator's name. If you prefer, you can save their contact for last-minute communications.

Is the operator identifiable when they arrive?

The operator carries an ID and your booking reference. If in doubt you can ask for the booking code before opening or letting them in.

Do I need to be present at pickup?

No. You can leave the boxes at reception, at the entrance or at an agreed spot. The operator checks the count, labels each box with a unique code and sends confirmation by email.

What if a box gets damaged during transport?

Each box is labelled with a unique code and logged in the system. If you notice an issue at delivery, check the number and external condition of the boxes and flag it right away. Exact terms on liability and refunds are in the Terms of Service.

Where are the boxes stored?

In a dedicated warehouse in Milan, accessible only to the operations team. Each box is individually registered in the system with its unique code. No third parties have access.

Ready to trust the process?

You know who's coming to your flat, what happens to your boxes, where they go. No surprises. Book in 3 minutes.