1. Purpose
This policy explains NoxMove’s general approach to customer-initiated cancellations, rescheduling, deposits, refunds, and service interruptions. The written terms for a specific shipment control if they differ, and mandatory transportation or consumer law always takes priority.
2. Quote Requests
There is no charge to cancel a quote request that has not become an accepted reservation, unless a separately agreed paid inspection, survey, consultation, or other service has already been performed.
3. Booking and Payment
There is no charge to request a quote. NoxMove may schedule a move without an upfront payment. If a separate booking fee is required for a specific reservation, the amount, purpose, and refund terms are disclosed before the customer agrees to the booking. The primary moving-service amount is invoiced after the scheduled service is completed.
4. Customer Cancellation
A customer may request cancellation before service begins. Any charge related to a separately disclosed booking fee, committed third-party cost, dispatched vehicle, or work already performed must be stated in the accepted service documents and remain subject to applicable law. If no payment has been collected and no separately chargeable work has been performed, there is ordinarily no refund to process.
For regulated household-goods moves, do not apply this generic schedule if a statute, tariff, estimate, order-for-service rule, or agency requirement provides a different cancellation right or charge.
5. Rescheduling
Rescheduling is subject to vehicle and route availability. A changed date may change the price if mileage, labor, tolls, permits, market conditions, equipment, or service scope changes. The customer should receive written confirmation of the revised schedule and any revised charge.
6. NoxMove Cancellation
If NoxMove cancels an accepted shipment for reasons not caused by the customer and cannot provide the agreed service, payments for unperformed service will be refunded as required by law and the governing agreement. NoxMove may refuse or terminate service for unsafe conditions, unlawful cargo, fraud, material misrepresentation, nonpayment, or circumstances making lawful performance impossible.
7. Refund Processing
Approved refunds are returned to the original payment method when reasonably practicable. Bank and card posting times are controlled by the payment processor or financial institution. NoxMove should document the refund date, amount, transaction reference, and reason.
8. No Cash Refund for Processor Reversals
If a card transaction is reversed, disputed, charged back, or refunded through the processor, NoxMove may require resolution through that same payment channel rather than issuing a duplicate payment.
9. Third-Party Costs
Permit fees, toll commitments, ferry reservations, subcontracted services, parking reservations, or other third-party costs may be non-recoverable after commitment. Such costs should be disclosed where reasonably foreseeable and may be deducted from a refund only if permitted by applicable law and the governing agreement.
10. How to Cancel
Cancellation or rescheduling requests may be sent to support@noxmove.com or made by telephone at (646) 831-7723. Include the customer name, quote/reservation number, pickup date, and route. A request is not complete until NoxMove acknowledges it.