Refund and Return Policy
Matthew’s Moving Service (“we,” “our,” or “us”) is committed to transparency and fairness in our billing and service practices. This Refund and Return Policy explains how refunds, cancellations, and service-related adjustments are handled. By booking or using our services, you agree to the terms outlined below.
Service-Based Nature of Our Business
Matthew’s Moving Service provides professional moving, packing, and related labor services. Because our services are time-based and resource-dependent, refunds and returns differ from traditional retail purchases. We do not sell physical products that can be returned; this policy applies strictly to services rendered.
Estimates and Final Charges
All quotes and estimates provided are based on the information available at the time of booking. Estimates are not guaranteed unless explicitly stated in writing. Final charges may vary based on actual time, labor, materials used, access conditions, inventory changes, or additional services requested during the move.
Deposits
If a deposit is required to secure your move date, the following terms apply:
Deposits are refundable if the move is canceled within the allowed cancellation window specified at the time of booking. Cancellations made after that window may result in partial or full forfeiture of the deposit to cover scheduling and administrative costs.
Cancellations and Rescheduling
Customers may cancel or reschedule their move by providing advance notice. Cancellations or rescheduling requests made with sufficient notice may be eligible for a full or partial refund, depending on crew allocation and operational impact.
Late cancellations, same-day cancellations, or failure to be present at the scheduled service time may result in charges for reserved labor, travel, or minimum service time.
Refund Eligibility
Refunds may be issued under the following circumstances:
• Overcharges or billing errors confirmed by our review process
• Services not performed as agreed due to fault solely attributable to Matthew’s Moving Service
• Duplicate or incorrect payments
Refunds are not issued for:
• Dissatisfaction based on circumstances outside our control (weather, traffic, building restrictions, or customer-provided inaccuracies)
• Time delays caused by customer readiness, access issues, or incomplete information
• Completed services where the agreed work was performed
Damage Claims
If an item is damaged during a move, customers must report the issue within the timeframe specified in their service agreement. Damage claims are handled separately from refunds and are subject to the terms of the selected valuation or coverage option.
Processing of Refunds
Approved refunds are processed using the original payment method whenever possible. Processing times may vary depending on the payment provider but typically take 5–10 business days to appear.
Disputes and Chargebacks
Customers are encouraged to contact us directly to resolve billing concerns before initiating a chargeback with their bank or card provider. Unauthorized or unjustified chargebacks may result in additional documentation or dispute responses.
Changes to This Policy
Matthew’s Moving Service reserves the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page with an updated effective date.
Contact Us
For questions regarding refunds, cancellations, or billing concerns, please contact us:
Matthew’s Moving Service
[Newark New Jersey]
[(862) 246 – 8981]
[Insert Email Address]