Quality charter

Chapter I – Wougo’s commitments

This chapter sets out Wougo’s commitments in its capacity as an online comparator, whose sole purpose is to provide a purely informative link between users and mobility service providers. Wougo does not intervene in the setting of rates or in the execution of services offered by Partners. The platform guarantees impartial and transparent management of offers, ensuring that the service remains accessible and is constantly improved, in strict compliance with its role as a simple information intermediary.

Article 1 – Dedicated platform

Wougo provides an online platform accessible 7 days a week, 24 hours a day, enabling users to compare the different mobility services (removals, goods transport) offered by its Partners. Users can submit their requests and obtain quotes quickly and easily.

Article 2 – Customer service

Wougo has set up a customer service department accessible by phone and email to answer users’ questions about comparing offers. Customer service is also available to provide technical assistance to Partners who encounter difficulties using the platform.

Article 3 – Help using the platform

An online guide and technical support are available to help Partners manage their offers, optimize their visibility on the platform, and respond effectively to user requests.

Article 4 – Compliance with partner rates

Wougo does not set Partner rates, and undertakes to respect the prices chosen by each company. The platform serves only as a comparison tool, and does not intervene in the negotiation or execution of the services offered.

Article 5 – Respect for Partners’ time

Wougo makes it a point of honor to optimize the management of requests, enabling fast and efficient use of the platform. The aim is to avoid overloading Partners, by offering them only relevant requests corresponding to their services.

Article 6 – Impartiality and transparency

Wougo guarantees impartial management of all partner offers. All Partners meeting the eligibility criteria are visible on the platform without discrimination, and their offers are presented clearly and transparently.

Article 7 – No intervention in the performance of services

Wougo plays no role in the execution of transport or removal services. Its role is limited exclusively to comparing offers available on the market. Users are free to choose their service providers, and Partners are responsible for the performance of their services, in accordance with the contracts concluded with users.

Article 8 – Reinvestment and innovation

Wougo reinvests part of its revenues in the development of new technologies to improve the user and partner experience, with a constant focus on innovation, quality and compliance with regulatory changes in the sector.

Article 9 – Subscription and Wougo Coins

In order to access user requests via the Wougo platform, Partners subscribe to a monthly or annual subscription, and use Wougo Coins (virtual credits) to be able to respond to user requests. No commission is charged on bookings made, but a subscription is required to participate in the platform. These fees are used to maintain and develop the platform, as well as to offer support and visibility services to Partners.

Chapter II – Partner commitments

This chapter defines the obligations of Partners wishing to appear on the Wougo platform. They undertake to provide accurate information, to respect the rates advertised and to respect the commitments made to users. As Wougo’s service is purely informative, Partners remain solely responsible for the execution of services contracted with users. The offers listed on the platform are standardized, enabling users to make an informed comparison of the services on offer.

Article 10 – Adherence to the Charter

Partners undertake to respect the terms of this Charter in order to maintain a quality commercial relationship with Wougo. Any breach of the terms of this Charter may result in suspension or exclusion from the platform.

Article 11 – Quality of services

The Partners undertake to provide a service that complies with the quality standards in force, respecting deadlines, the safety of goods and the satisfaction of end users.

Article 12 – Compliance with commitments and deadlines

Partners are responsible for meeting deadlines, the quality of services provided and commitments made to users. In the event of changes, delays or problems, they must promptly inform users so that an appropriate solution can be found.

Article 13 – Compliance with tariffs

Partners must ensure that the prices and conditions of the services offered are clearly indicated and respected. Prices may not be increased without prior explicit agreement with the user.

Article 14 – Training and professionalism

Partners must guarantee that their employees are trained to provide a service that meets quality and safety requirements. Service managers must have the necessary expertise to manage teams and ensure that services are delivered in line with user expectations.

Article 15 – Behaviour and courtesy

Partners undertake to behave in a professional and courteous manner towards users and their property, to comply with health and safety standards, and to dress appropriately during services.

Article 16 – Service Packages Offered on the Wougo Platform

The Wougo platform enables users to compare several mobility service packages according to their specific needs. These packages are standardized and include a variety of options to meet the most common transportation and moving requirements:

1. Truck rental with driver without handling

This package includes only the rental of the truck with driver for the transportation of the goods, without handling services (loading/unloading). No packing or dismantling/reassembly services are included.

2. Truck rental with driver and handling

This package includes the rental of the truck with driver, as well as the handling of the goods (loading/unloading). However, this service does not include packing or disassembly/reassembly of furniture.

3. VIP Moving Package

The VIP Moving package includes all the services you need for a turnkey move:

• • • • Loading and unloading
      • Dismantling and reassembling furniture
      • Packaging of furniture and household appliances with clean cover
      • Packaging of bedding with new plastic cover
      • Cartoning and packing fragile objects
      • Packing and protecting fragile items
      • Packing non-fragile items

4. Standard Moving Package

The Standard Move package includes the essential services for a complete move:

• • • • Loading and unloading
      • Dismantling and reassembling furniture
      • Packaging of furniture and household appliances with clean cover
      • Packaging of bedding with new plastic cover
      • Cartoning and packing fragile objects
      • Packing and protecting fragile items

5. Eco + package

The Eco + package offers a service tailored to those who want a more economical move, while including the following services:

• • • • Loading and unloading
      • Dismantling and reassembling furniture
      • Packaging of furniture and household appliances with clean cover
      • Packaging of bedding with new plastic cover
      • Packing and protecting fragile items

6. Eco package

The Eco package is the basic package, offering essential moving services at a more affordable price:

• • • • Loading and unloading
      • Packaging of furniture and household appliances with clean cover
      • Packaging of bedding with new plastic cover

Final provisions

Article 17 – Modification of the Charter

Wougo reserves the right to modify this Quality Charter at any time. Modifications will come into effect as soon as they are published on the platform, and Partners will be informed of any changes.

Article 18 – Applicable law

This Charter is governed by the law applicable in the jurisdiction of Wougo, taking into account the specific legislation applicable in the areas where the services are provided.

If you have any questions or require assistance, please contact Wougo support at support@wougo.com.