Cancellation Policy
Last Updated: January 2025
At Movepe, we understand that plans can change. This Cancellation Policy explains how to cancel your truck or packers booking and what charges apply. Please read this carefully before booking. We have simple, fair cancellation rules to help you.
1. You Can Cancel Anytime
You have the right to cancel your truck or packers booking anytime before the driver/packer arrives at your pickup location. However, cancellation charges may apply based on when you cancel. The earlier you cancel, the less you pay. If you cancel more than 24 hours before pickup, it's completely free.
2. Cancellation Charges Based on Timing
Cancellation charges depend on when you cancel: Free cancellation - if you cancel more than 24 hours before pickup time, no charges. 25% charge - if you cancel between 12-24 hours before pickup, you pay 25% of the booking amount. 50% charge - if you cancel between 2-12 hours before pickup, you pay 50% of the booking amount. 100% charge - if you cancel less than 2 hours before pickup or after the truck driver/packer arrives, you pay the full booking amount. This is because the service provider has already started traveling to your location.
3. How to Cancel Your Booking
You can cancel in two ways: Online - Log into your Movepe account, go to "My Bookings", find your booking, and click "Cancel". You'll see the cancellation charges before confirming. Phone/Email - Call our support at +91 80747 33489 or email [email protected]. Our team is available 24/7. Only the person who made the booking can cancel it. If you paid online, the refund will be processed to your original payment method within 5-7 business days.
4. If Truck Driver or Packer Cancels
If the truck driver or packer cancels your booking, you get a full refund immediately. We will also help you find another verified professional quickly. We'll send you an SMS/email notification and show you alternative options. If no alternative is available, you get 100% refund. We take action against service providers who cancel frequently.
5. If You're Not Available (No-Show)
If you're not at the pickup location at the scheduled time and haven't canceled, it's considered a "no-show". The truck driver or packer will wait for 30 minutes. If you still don't show up, the booking is canceled and you'll be charged 100% of the booking amount. Please be available at the pickup location on time, or cancel in advance to avoid charges.
6. Rescheduling Your Booking
Instead of canceling, you can reschedule your booking to a different date or time. This is better than canceling because you avoid cancellation charges. To reschedule, go to "My Bookings" and click "Reschedule", or call our support. Rescheduling is free if done more than 24 hours before pickup. If the new time slot has different pricing (like peak hours), you may need to pay the difference. Rescheduling depends on availability of truck drivers or packers.
7. Partial Cancellation (Reducing Items)
If you want to reduce the number of items or change your booking details (like removing packing service but keeping truck), contact our support team. We'll handle it case-by-case and adjust the price. You may get a partial refund if you reduce services before the truck/packer arrives. This is not possible after the service has started.
8. Emergency Situations
In genuine emergencies (medical emergency, natural disaster, family emergency), we may waive cancellation charges. Contact our support team immediately at +91 80747 33489 and explain the situation. We may ask for proof (like medical certificate). We review each case individually and try to help. However, this is at our discretion and not guaranteed.
9. If You Disagree with Cancellation Charges
If you think cancellation charges are wrong or unfair, contact our support team. We'll review your case and try to resolve it fairly. Explain your situation clearly - we're here to help. All disputes are handled according to our Terms of Service and Indian consumer protection laws. We aim to resolve issues within 48 hours.
10. Need Help with Cancellation?
If you have questions about cancellation or need help canceling your booking, contact us. Call +91 80747 33489 (24/7) or email [email protected]. Our support team will help you cancel, explain charges, process refunds, or reschedule your booking. We respond quickly and try to make cancellation easy for you.
Cancellation Charges Summary
By booking a truck or packers on Movepe, you confirm that you have read and understood this Cancellation Policy. You agree to follow these rules. We recommend reading this policy before booking so you know the cancellation charges. Our goal is to be fair and transparent with all customers.
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