1. Customer Cancellations
Orders may usually be cancelled without charge before a driver is assigned. Once a driver has accepted or started travelling to pickup, charges may apply.
2. Customer No-Show and Failed Pickup
If the sender or item is not available within 5 minutes after driver arrival at pickup, the driver may cancel as a no-show. If the item is unavailable, release is refused, the listing is fraudulent, or the customer provided inaccurate information, cancellation and one-way compensation charges may still apply.
3. Driver Cancellations
Drivers may cancel where the order violates platform rules, the item is unsafe or misdescribed, the route or pickup is inaccessible, or conditions are dangerous. Movygo may attempt reassignment where appropriate.
4. Waiting and Partial Service Charges
Waiting time, stop fees, helper charges, long-carry or stairs charges, and other operational charges may still apply even if an order is later cancelled, where those amounts were actually incurred before cancellation.
5. Refund Standards
- Generally refundable: duplicate charges, verified processor errors, and certain verified platform-side billing errors.
- Generally not refundable: valid waiting charges, no-show fees, arrival compensation, completed service, or customer-caused failed pickup charges.
Refunds, adjustments, or courtesy credits are issued at Movygo’s discretion except where required by law.
6. Chargebacks and Misuse
Improper chargebacks or abuse of refunds, credits, or promotions may lead to account suspension, collections, or other lawful enforcement measures.