Cancellation, deposit and refund policy

When you book

• Nothing is charged when you book.
• Nothing is charged until a carrier accepts. If you cancel before then, you owe nothing.

When the deposit is charged

• Once a carrier accepts your move, we charge a deposit to the card you saved at checkout. You get an email when this happens.

Cancelling after the deposit is charged

• You have 72 hours from the moment the deposit is charged to cancel for a refund. Send your request in writing to cancel@trumoveinc.com.
• A 5% cancellation fee is taken from the refund. The fee applies to the deposit only, never to the full cost of your move.
• After those 72 hours, the deposit is not refundable.

Moves booked close to pickup

• Booked within 7 days of your first pickup dateIf your first scheduled pickup date is within 7 days of the day you book, the deposit is not refundable.
• Cancelling within 7 days of your first available pickup dateIf you cancel within 7 days of your first available pickup date, you get a credit for the full deposit. The cardholder can use it on a future interstate move within 24 months of cancelling.

Changing or pausing your date

• You can change your pickup date or put your move on hold at no charge if you tell us at least 5 business days (not counting Saturdays, Sundays and holidays) before your pack or load date.
• Once you change your dates or pause your move, the deposit is no longer refundable. This only applies to the original pickup dates on your first signed contract.
• If you refuse pickup for any reason, the deposit is forfeited.

Refunds

• Refunds can take up to 60 days to appear. The charge shows on your statement as TruMove Inc.

Your rights as a shipper

Read the federal Ready to Move? brochure and visit www.protectyourmove.gov. The full rules are in clause 9 of your signed agreement.