Help
Answers to common questions about MovItaly.
Billing and subscription
Prices, cancelling, refunds and switching platform.
Articles: 10
Premium and the free tier
Free for everyone: the News feed, the public guides, the professional directory (listing is free), and booking a professional.
Premium adds the paid features of the app, such as starting a free-form direct message to a professional and the other premium tools shown on the paywall in the app. Premium means any active subscription, whichever platform you bought it on.
Booking a professional does not need a subscription. Messages inside a booking conversation are free for both sides.
If a feature needs Premium and you do not have it, the app shows an upgrade screen instead of the feature. Nothing is deleted when you are on the free tier.
See the price ladder for what Premium costs and how to cancel.
The price ladder explained
Premium starts with an introductory price for the first month and then steps up once. Prices include VAT where it applies and are shown in the app before you pay.
- Month 1: EUR 3.99, then EUR 14.99 a month (most countries, including every EU and EEA country; on the web, also anyone who lives in the EU or EEA, whatever their card)
- Month 1: EUR 4.99, then EUR 24.99 a month (United States, Canada, United Kingdom, Australia, New Zealand, Switzerland, Israel, Singapore, United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Bahrain and Oman)
The price depends on a country, never on your nationality or passport: on iPhone and Android it is your App Store or Google Play country, which also sets the local price; on the web it is the country of the card you pay with. On the web you see your exact price after adding your card, and nothing is charged until you confirm it. Your price stays the same for as long as that subscription renews.
The introductory offer applies once per person. We remind you before the step up, and you can cancel at any time before the next charge. See how to cancel on iPhone, on Android and on web.
Cancel on iPhone or iPad
A subscription bought in the iPhone app is managed by Apple, not by us. We cannot cancel it for you.
- Open Settings on your iPhone.
- Tap your name at the top, then Subscriptions.
- Choose the app and tap Cancel Subscription.
You can also open the App Store, tap your profile picture, then Subscriptions.
Cancel at least a day before the next charge. After cancelling, Premium stays active until the end of the period you already paid for. See what happens after you cancel.
Menu names change between app and OS versions. Verify before publish against the current Apple and Google help pages.
Cancel on Android
A subscription bought in the Android app is managed by Google Play.
- Open the Google Play Store app and tap your profile picture.
- Tap Payments and subscriptions, then Subscriptions.
- Choose the app and tap Cancel subscription.
Make sure you are signed in to the same Google account you used to buy. Cancel before the next charge date. After cancelling, Premium stays active until the end of the paid period. See what happens after you cancel.
Menu names change between app and OS versions. Verify before publish against the current Apple and Google help pages.
Cancel on the web
If you subscribed on the web, you manage it on the web.
- Sign in to the web app.
- Open Settings, then Subscription.
- Choose Manage subscription and then Cancel.
The page opens the secure billing portal of our payment provider where you can cancel and see your invoices. Cancelling stops future charges. Premium stays active until the end of the paid period. If you cannot sign in, contact support. See also refunds on web.
After you cancel
After you cancel, you keep Premium until the end of the period you already paid for. Then your account returns to the free tier.
Your account, bookings, documents and messages are not deleted. Premium features show an upgrade screen. You can subscribe again at any time.
The introductory prices apply once per person, so a new subscription later may start at the standard price. The app shows the price before you confirm.
To remove your data completely, see delete your account. Note that deleting the account does not cancel a store subscription: cancel it first (iPhone, Android).
Restore purchases
If you bought Premium in the iPhone or Android app and it does not show on a new device:
- Sign in with the same account you used before.
- Open Settings, then Subscription.
- Tap Restore purchases.
On iPhone, use the same Apple ID. On Android, use the same Google account. Purchases are tied to the store account, so a different store account will not find them.
If Premium still does not appear after a few minutes, contact support and tell us the platform and the email of your account.
Switching between web and the stores
A subscription belongs to the platform where you bought it: App Store, Google Play or web. They are separate and do not transfer.
If you bought on web and now use the phone app, your Premium is recognised on your account, but you still manage and cancel it on web. The mobile apps do not show web prices or checkout links.
To move from one platform to another, cancel on the old platform, wait for the paid period to end, then subscribe on the new one. Do not subscribe twice: the app will block a second checkout while you are already Premium.
See the price ladder for how pricing works on each platform.
Refunds on iPhone and Android
For a purchase made in the App Store or Google Play, the refund is decided by Apple or Google, not by us. We cannot refund these payments.
- Apple: go to reportaproblem.apple.com, sign in, and choose the purchase.
- Google: open Google Play help and use the refund request for subscriptions.
Cancelling stops future charges but does not refund the current period. See how to cancel.
Menu names change between app and OS versions. Verify before publish against the current Apple and Google help pages.
Refunds and withdrawal on web
If you subscribe on the web, consumer law in the EU may give you a right to withdraw within 14 days. Because Premium is available immediately, the checkout asks you to confirm how this applies to you. The exact terms are in our subscription terms page, which is the controlling text.
To ask for a refund of a web payment, contact support with the email of your account. We reply with the outcome and, if approved, the refund goes to the original payment method.
Cancelling stops future charges: see cancel on web. This page is information, not legal advice.
Your account
Sign-in, email and password, two-factor and deleting your account.
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Change email or reset password
Change email: open Settings, then Account, then Email, enter the new address and confirm using the link we send to it.
Reset password: on the sign-in screen tap Forgot password, enter your email and follow the link we send. If no message arrives, check spam and make sure you used the email of your account.
If you no longer have access to your email, contact support from another address and explain which account is yours. We may ask for proof before changing anything.
Two-factor sign-in
Two-factor authentication adds a code to your sign-in so a stolen password is not enough.
Turn it on in Settings, then Account, then Security. Follow the steps to link an authenticator app and save your backup codes somewhere safe.
If you lose your phone, use a backup code. If you have none, contact support; we will need to verify your identity before turning it off.
Languages
The app is available in many languages. It uses your phone language by default.
To change it, open Settings, then Language and choose one. News, guides and help are translated; some content is machine-translated and may show a note, and the English text is the reference if wording differs.
Missing a language or found a bad translation? Contact support.
Booking a professional
How meetings, fees and disputes work.
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How booking a professional works
Professionals are listed for free and you do not need a subscription to book one.
- Open a professional's profile and choose a time.
- Send the booking request.
- The professional accepts, and you pay for the meeting as shown at checkout.
- You meet, and the booking is marked as executed.
Messages inside the booking are free for you and the professional. For changes, see cancellations and disputes.
Fees for professionals
Listing as a professional is free. The platform charges EUR 10 for each booked meeting that is actually executed. No meeting, no fee.
Payments are handled through our payment provider, and professionals receive payouts to a connected account. Professionals must complete identity and business checks before receiving payouts. The fee statement is available in your professional dashboard; tax treatment depends on your situation, so check with your accountant.
For how clients book, see how booking works.
Cancellations and disputes
To cancel, open the booking and choose Cancel. The conditions shown in the booking apply, including the time window before the meeting.
If the meeting did not happen as agreed, open the booking and choose Report a problem within the window shown there. Describe what happened. Our team reviews both sides and replies by email. Keep communication inside the app so we can see it.
You can also contact support. Safety concerns go to chat safety.
Your data
Documents and how we protect them.
Articles: 2
Delete your account
Open Settings, then Account, then Delete account, and confirm.
We erase your profile, messages, uploaded documents and settings. Some records must be kept for legal reasons for a limited time, for example invoices and payment records. Details of what is kept and for how long are in the privacy policy.
Deleting your account does not cancel a store subscription. Cancel first: iPhone, Android, web. To check how documents are handled first, see documents and data.
Documents, encryption and storage
Documents you upload are encrypted and stored in the European Union (Milan region). Only you and the people you choose to share them with can see them.
You can delete a document at any time from the document screen. Deleting your whole account removes your documents as well: see delete your account.
Text recognition for documents may use a processing service in another EU region; this is described in the privacy policy. We never ask for documents by email.
Age and guardians
Rules for younger users.
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Minimum age and guardian consent
The minimum age is 14. People aged 14 to 17 need the consent of a parent or guardian.
During sign-up you enter your date of birth. If you are under 18, we ask for your guardian's email. The guardian receives a message and approves the account. Until they approve, the account stays limited.
A guardian can later withdraw consent by contacting support. See what is restricted in accounts under 18.
What is restricted under 18
Accounts of people under 18 have extra protections:
- Subscriptions are bought only through the App Store or Google Play, never on web.
- The forum is read-only.
- Chat is available only inside a booking conversation, not free-form direct messages.
These rules protect younger users. A guardian who has questions can contact support. Learn how consent works in minimum age and guardian consent.
Safety
Staying safe in chats.
Articles: 1
Chat safety
Keep messages inside the app. Do not share passwords, bank details or copies of documents in chat. Be careful with anyone who asks you to pay outside the app.
You can report any message or user from the conversation menu. Reports are reviewed by our team. You can also block a user.
Chat messages may be translated automatically. Do not rely on a translation for legal or medical decisions. If you are in danger, call the local emergency number 112 first, then contact support.
Contact
How to reach us.
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Contact support
Use the contact form in the app: Settings, then Help, then Contact support. You can also write to [email protected].
Please include the email of your account, your platform (iPhone, Android or web) and a short description. Do not send passwords or full document copies.
We aim to reply within a few working days. For urgent safety matters see chat safety.
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