Cancellation & refund policy

1. Your deposit

A booking is confirmed when you accept these terms and we receive your deposit or full payment. The deposit percentage depends on the type of cargo and is shown on your quote before you pay. Permitted and oversize loads (manufactured and modular homes, and any load that needs a permit or escort) carry a higher deposit because permits and escorts are paid for in advance. The balance is due after delivery.

Non-recoverable costs are amounts we have already paid to others for your shipment that cannot be recovered, such as oversize permits, escort reservations, route surveys and port or terminal fees. They are itemized with receipts.

2. If you cancel

Cancel in your booking emails or at [email protected]. The time we receive your cancellation is what counts, and we confirm every cancellation in writing.

When you cancel	Refund
More than 72 hours before the scheduled pickup	Everything you paid, minus any non-recoverable costs already incurred
24 to 72 hours before pickup	Everything you paid, minus a late-cancellation fee of $150 (standard) or $300 (permitted or oversize), minus non-recoverable costs
Less than 24 hours before pickup, or after the truck has been dispatched	Everything you paid, minus a truck-ordered-not-used fee of $250 (standard) or $500 (permitted or oversize), minus the miles already driven to your pickup, minus non-recoverable costs
After your cargo is loaded	The shipment can’t be cancelled, but it can be held or returned at your request, charged at our published rates

We never keep more than you paid unless these costs are larger; in that case we send an itemized invoice for the difference.

3. If the pickup fails

A failed pickup is charged like a cancellation after dispatch. A pickup fails if, when the driver arrives in the pickup window:

• the cargo isn’t ready, isn’t as described, or is heavier or larger than declared;
• the site can’t be safely reached by the equipment booked;
• required documents are missing (for manufactured homes: proof of ownership and any tax certificate your state requires);
• a propane tank contains propane. We carry new and refurbished tanks empty only, and the driver will refuse any tank containing product.

If you rebook within 14 days, half of the truck-ordered-not-used fee is credited to the new booking.

4. Rescheduling

You can reschedule once for free with at least 48 hours’ notice. Later or shorter-notice changes are charged the late-cancellation fee. If a new date needs a new permit or escort booking, that cost is charged at cost.

5. If we cancel or are late

If we cancel, or can’t provide a truck within 24 hours of your pickup window, you choose: a full refund of everything you paid, including the deposit and any permit costs, or a new date at no extra charge.

We may assign your shipment to a qualified partner carrier. If we do, we tell you and name the carrier with its USDOT number. You can cancel without penalty if you object within 24 hours of being told.

6. Weather and events outside anyone’s control

If weather, road or permit restrictions, or government action make the move unsafe or unlawful on the scheduled date, either of us can reschedule at no charge. If you choose to cancel instead, we refund everything except non-recoverable costs.

7. How refunds are paid

Refunds go back to the original payment method within 10 business days of your cancellation confirmation; your bank may take another 5 to 10 business days to show it. Bank-transfer payments are refunded to the account they came from. Every refund comes with an itemized statement.

8. Questions or disputes

Email [email protected] with your booking reference. We reply within 5 business days. This policy doesn’t limit any rights you have under applicable law.

9. Loss or damage

Cargo loss and damage are handled under our claims process and the liability terms on the bill of lading, not this policy. See credentials & insurance.