Cancellation Policy
Cancellation policy
This page is the cancellation rule. The fee table is read from Admin Settings. When those settings change, this page changes with them.
Who may cancel
- A customer may cancel while the haul is still open for bids, scheduled, waiting on a reschedule, waiting on an edit, or awaiting payment. A customer cannot cancel once the haul is in transit.
- A hauler may cancel a haul they have accepted while it is scheduled, waiting on a reschedule, waiting on an edit, in transit, or awaiting payment.
When a fee is calculated
A cancellation fee is calculated when the haul is scheduled, waiting on a reschedule, waiting on an edit, or awaiting payment. Cancelling while the haul is still open for bids does not use the fee table. A haul that is already in transit does not use the fee table.
How the fee is chosen
- If the accepted offer has its own cancellation fee and that fee has not expired, that amount is charged.
- Otherwise, if the cancellation is still inside the free window after the offer was accepted, the fee is zero.
- Otherwise the fee is a percent of the haul total, from the table below, and it cannot go above the cap on that row.
The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup. The last row covers a pickup that is closer than every numbered row.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
Reschedule
Moving the pickup so that the required deposit is lower is not a cancellation. The customer is refunded the difference. No cancellation percent is applied.
What is refunded
The customer’s refund is the haul total minus the fee, and it cannot be more than the amount already collected. A refund to a card also excludes the card processor’s fee. The refund goes back to the original payment method, or to the customer wallet when that is how the refund is issued.
When a hauler cancels, the customer is refunded the deposit already collected. The fee table above is not applied. A hauler cancellation does not add a penalty count, and it does not suspend the account.