Cancellation & Refund Policy
We work hard to keep pickups predictable and fair. Here's how cancellations, reschedules, and refunds work.
Free cancellations before your window
You can cancel or reschedule any booking for free up until the start of your pickup window. Just reply to your confirmation email or open a support ticket.
Late cancellations & no-shows
Cancellations made after your pickup window has started, or no-shows when the hauler arrives, may be subject to a trip fee of up to $49 to cover the hauler's dispatched time and travel.
On-site refusals & prohibited items
If the actual job is materially different from what was booked — significantly more volume, non-listed hazardous materials, or inaccessible items — the hauler may pause the job and contact our team for a re-quote. If you decline, a trip fee may apply and unrelated items already loaded are still removed at the original price.
Service issues & partial refunds
If we drop the ball — the hauler no-shows, arrives outside the window without notice, or leaves eligible items behind without a reason — contact support within 48 hours and we'll refund the affected portion, up to and including the full price.
How refunds are issued
Approved refunds are issued back to your original payment method within 5–10 business days. We'll email you a confirmation with a reference number when the refund is initiated.
Open a support ticket and our team will respond within one business day.
This policy is intended to be clear and reasonable. If your situation isn't covered here, contact support — we'll work it out with you.