Effective: August 20, 2026
This policy is part of the Terms of Service and is incorporated into it by reference. If anything here conflicts with the Terms of Service, the Terms of Service control.
What you pay, and when
Three things happen to your card, and knowing them makes the rest of this policy easy to follow.
At booking, we charge a deposit of 10% of your Booking Total. This is a real charge, not a hold.
48 hours before your move date, we place a hold on the remaining 90%. A hold is not a charge. The money is reserved on your card but has not moved.
When your job is finished and you confirm it, we charge the remaining balance, plus any tip you choose to add.
If you book less than 48 hours out, the hold is placed when you book.
Cancelling your booking
What a cancellation costs depends on how close it is to your move date.
More than 48 hours before your move date
Full refund, including your deposit. Nothing is charged and the hold is released. There is no fee.
Within 48 hours, but before your move date
We keep the 10% deposit. Nothing else is charged and the hold is released.
On your move date
Your move date begins at midnight. If you cancel at any point on that date, whatever the hour:
We keep the 10% deposit, and a cancellation fee of $25 per Helper applies. A two-Helper job is $50, a three-Helper job is $75. The hold on the rest of your balance is released.
Why this fee exists. It is not a penalty. When you book, the Helpers on your job reserve that day for you and turn down other work to hold it. If you cancel on your move date, we pay them for showing up whether the job goes ahead or not. The fee reflects that actual cost, and it is a reasonable estimate of what a same-day cancellation costs us.
On-Demand bookings
On-Demand bookings are for moves inside roughly 24 hours. They run on a different clock, because there is no 48-hour window to measure against.
Before your Crew is fully matched: cancel at no cost. Nothing is charged and any hold is released.
Within 2 hours of your Crew being fully matched: cancel at no cost. The 2 hours start the moment the last Helper accepts your job.
After those 2 hours: a fee of $25 per Helper applies.
That fee goes in full to the Helpers on your job. They dropped what they were doing on short notice to take it, and once the grace period passes they have committed their time to you.
Rescheduling
Rescheduling is not a cancellation. You keep your booking, so you never forfeit your deposit. It moves to your new date.
48 hours or more from your current move date: no fee. Reschedule to any date you like.
Inside 48 hours: no cancellation fee applies, because you are not cancelling.
If your new date is within 24 hours, short-notice pricing applies to any seats we have to fill again, and your Booking Total may increase. You will see the new total before you confirm the change. Nothing is charged until you accept it.
Wherever possible, the same Helpers carry over to your new date. Where one cannot make the new date, we fill that seat again.
When we cancel
If we cancel your booking for our own reasons, you receive a full refund including your deposit. No fee applies.
If we cannot find a Crew for your job, you receive a full refund including your deposit. No fee applies.
Severe weather. If we call off a job for severe weather, you choose: a full refund including your deposit, or a free reschedule to any date. No fee applies either way.
If we have not called your job off and you decide to cancel because of weather, the standard tiers above apply.
If your Crew cannot do the job
Your Helpers may decline or stop a job if:
- Conditions at either address are unsafe or unsanitary
- The site is blocked or inaccessible
- Your belongings are not packed and ready
- There are prohibited items, or specialty items we do not move, that were not disclosed
- Anyone at the job behaves abusively, threateningly, or discriminatorily toward the Crew
In those cases the booking is treated as a cancellation on your move date, and the terms of that tier apply.
You can avoid all of this by reading What's Included & How to Prepare before your move date. It lists exactly what to have ready.
If fewer Helpers arrive than you booked
If a Helper is unable to make your job and we cannot fill the seat in time, you are charged for the Crew that actually worked, not the Crew you booked. We reduce the charge before it is taken, so there is nothing to refund.
How to cancel or reschedule
Use the link we sent you when you booked. It opens your job page, where you can cancel or reschedule directly. You do not need an account or a password.
Before you confirm either one, the page shows you exactly what it will cost.
Refunds
Refunds go back to the card you paid with. Once we issue a refund, how long it takes to appear is up to your bank.
Where a hold is released rather than refunded, no money ever left your account, and the hold clears on your bank's own schedule.
Questions
If something about your booking does not look right, use the link on your job page to reach us.
