Looking for Help?

Need a little help? You’ll find answers to some of our most common questions below, along with helpful information to guide you through using our app as both a Lister and Mover.

Cancellations and Non-Delivery

Start by contacting the other person directly using the contact details available through your job. Most issues, including delays, damage or service concerns, should be worked through directly between the Lister and Mover.
If your item has not been delivered, you can submit a non-delivery report through the Kea Direct app. Kea Direct may review the available job information and assist with resolving the matter.
Before submitting a non-delivery report, complete these quick checks:
Contact your Mover using the contact details provided in your job.
Check with your delivery contact if the item was being delivered to someone else or to a different location.
Review your job tracking, including the Mover’s photos, GPS location, timestamps and other job information that may help confirm what happened.
If you’ve completed these checks and still believe your item has not been delivered, you can submit a non-delivery report through the Kea Direct app.
Non-delivery reports must be submitted through the Kea Direct app within 48 hours of receiving your delivery notification.
Kea Direct may review the available job information and assist with resolving the matter. The Mover’s payout may be paused while the non-delivery report is being reviewed.
If a non-delivery report is not submitted within the 48-hour period, the delivery may be treated as confirmed and the normal payout process will continue. For successful deliveries with no non-delivery report, the Mover’s payout is processed within 72 hours of successful delivery.
Kea Direct may review the information available through the job, including photos, GPS data, timestamps and communications between the Lister and Mover.
The Mover’s payout may be paused while the report is reviewed. Depending on the information available, Kea Direct may assist with resolving the matter and may instruct the payment provider to release, withhold or refund payment where appropriate.
Contact your Mover directly to discuss what happened. Kea Direct doesn't provide insurance for items being moved, so we recommend arranging your own cover where needed. See our Terms & Conditions for more information.
A job can be cancelled before the item has been collected. If that happens, the other person is notified and the job can be relisted.
Try contacting the other person through the job first. If you can't reach them or the job can't go ahead, contact Kea Direct and we'll help with the next steps.
Start by contacting your Mover directly using the contact details available through the job.
Delays should be worked through directly between the Lister and Mover. The non-delivery report process is for situations where an item has not been received.
Contact your Mover directly to discuss what happened. Damage issues should be resolved directly between the Lister and Mover.
Kea Direct does not provide insurance for items moved through the Platform. Listers are responsible for arranging their own insurance where required and should not assume that a Mover has insurance.
Before a Mover’s offer has been accepted, a Lister can remove their job at any time.
Once an offer has been accepted, either the Lister or Mover can cancel the job before the item has been collected. The other person will be notified through the Platform.
If a job is cancelled before collection, the Lister can relist it on Kea Direct at no additional fee. Repeated cancellations without reasonable cause may result in Kea Direct taking action on an account.
First, try contacting the other person using the contact details available through your job.
If the item has not yet been collected and the job can no longer go ahead, the job can be cancelled through the Platform. The Lister can then relist the job at no additional fee.
If the item has already been collected but has not been delivered, follow the non-delivery process above and submit a non-delivery report through the Kea Direct app within 48 hours of receiving your delivery notification.
The normal cancellation process applies before the item has been collected by the Mover. Once an item has been collected, the Lister and Mover should communicate directly about any issues.
If the item is later marked as delivered but has not been received, the Lister can follow the non-delivery process through the Kea Direct app.

Sending Something

Almost anything — from Marketplace purchases and Click & Collect to furniture, building materials, luggage, vehicles, trailers and bulky items.
Some items aren't permitted, including dangerous goods, weapons, drugs, alcohol, medicines, live animals, food and beverages and other prohibited or illegal items.
Add what you need moved, where it's going, when you need it moved and any important details. Add photos and you're ready to list.
Absolutely. Bought something you can't fit in the car or can't collect yourself? List it and let Movers come to you with offers.
Movers can browse available jobs and find opportunities that suit where they're already going.
Compare your offers and review Mover profiles, ratings and reviews before choosing what works best for you.
Yes. Movers complete identity verification before they can make offers, helping you know who you're dealing with.
No. Compare your options and choose what works for your needs, timing and budget.
A Stripe payment processing fee of 2.6% + $0.30 + GST is added to the Sender's payment when a job is confirmed. You'll see the full amount before you pay.
Once you've chosen a Mover, arrange the pickup and delivery. GPS verification and photo proof help provide visibility at both ends of the journey.
It depends on what you're moving. Make sure your listing clearly shows what the item is and any special handling requirements.
Kea Direct doesn't provide insurance for items being moved. If you want insurance for your item, you'll need to arrange this separately.
Yes. Listers can communicate how urgent a move is and specify when it needs to be completed. This helps movers understand the requirements before making an offer.
Once a Lister accepts a Mover’s offer and the job is confirmed, Kea Direct shares both parties’ phone number and email address. This allows you to communicate directly about pickup, arrival times, access, changes and updates. Your contact details are not shown publicly and are not shared before the job is confirmed.

About Kea

Kea Direct is a marketplace connecting people who need something moved with everyday people and businesses already travelling that way.
List what you need moved, receive offers from verified Movers and choose what works for you. Already travelling? Find jobs that suit your journey, make an offer and earn extra cash along the way.
No. Kea Direct is a peer-to-peer marketplace that connects Senders with everyday people and businesses who choose to become Movers. Movers choose the jobs that suit them and use their own transport to complete accepted jobs.
Instead of relying only on traditional freight routes, schedules and depot networks, Kea Direct makes use of available vehicle space and journeys already happening.
This gives you more ways to move things, with greater flexibility around how they get where they need to go.
Kea Direct is designed for moving stuff throughout New Zealand – from cities to rural towns and everywhere in between.
A Lister is the person or business listing something that needs to be moved.
A Mover is an everyday person or business that chooses to make an offer to move it.
You can use Kea Direct as both.

Payments and Trust

Payments are processed securely through Kea Direct using Stripe. The Sender pays when they accept an offer, and the Mover's payment is released after successful delivery.
Verified identities, ratings and reviews, GPS verification, photo proof and secure payments all help create greater confidence for Senders and Movers.
After a completed job, Senders and Movers can leave a rating and review, helping build trust and reputation across the marketplace.
Your contact details aren't shared with the other person until a job has been accepted.
1. In Kea Direct, go to Account → Payments → Bank account details. This will take you to Stripe.
2. Log in using the same email address you use for Kea Direct.
3. Enter the verification code sent to the mobile number linked to your Kea Direct account.
4. Open the menu in the top-left corner and select Settings.
5. Scroll down to Payout details, select Edit and update your bank account details.
Addresses are kept private. Only suburbs are visible until you accept a Mover's offer, then full addresses are shared.

Moving and Earning

Everyday people and businesses can become Movers. If you're already travelling and have the right transport and space for a job, you could earn along the way.
No. You don't need to be a professional courier or moving company to become a Mover.
Whatever suits the job — car, ute, van, truck, bike or trailer. You choose jobs that work for your transport and available space.
Yes. Save Your Routes & Places You Travel To. Let Our Job Matches Do the Rest.
Set up saved Job Matches for routes you travel, places you frequently visit or areas you're interested in. Our system automatically finds matching jobs as they're listed, making it easy to spot opportunities that suit you. Fine-tune your Matches by travel dates, listed job prices, item sizes to suit your vehicle's capacity, and more.
Less searching. More opportunities to earn along the way.
Yes. No assigned jobs or minimum commitments. You choose which jobs you want to make offers on.
No. Movers are independent and aren't employed by Kea Direct.
Yes. Browse jobs first and complete identity verification when you're ready to make an offer.
Find a job that suits your journey and decide what works for you. Submit your offer and the Sender decides which option works best for them.
Yes, you can withdraw an offer before it's accepted.
Yes. There are no subscription or membership fees to become a Mover.
You keep 85% of your earnings, with a 15% Platform Service Fee applied to completed jobs.
Payments are processed securely through Stripe and are generally released 72 hours after successful delivery. If an issue is reported, payment may be held while it's reviewed.
You can search for jobs by location, browse available jobs, or receive notifications when jobs match your preferences. You can also see potential earnings from available jobs before you even sign up.
No. Bids are blind — only the Lister can see the offers made on their job. This keeps the marketplace competitive and encourages movers to submit their best offer.
The BULK/General category is designed for larger or more substantial moves, including office moves, house moves, backloads and larger loads that may require bigger trucks.
Yes. The BULK/General category creates opportunities for operators with larger vehicles, including civil operators with available truck space and backload capacity, to find loads that fit journeys they’re already making.
Once the job is confirmed, you can message each other directly. Your contact details stay private until the job is confirmed. Once your offer is accepted, Kea Direct shares both parties’ phone number and email address so you can arrange pickup, arrival times, changes and any updates along the way.

I want to delete my account