Last Updated: August 28, 2018
If circumstances have changed and you no longer need help with your move, you have the option to cancel or reschedule your move before it is completed.
Reschedule your Move On the App
To reschedule, you’ll want to communicate with your Mover(s) directly. Reach out to your Mover(s) by using the Private Chat feature in the app as soon as possible and see if they can work with you on finding a new appointment time. If you don’t know how to contact your Mover(s), please contact our Support Team at firstname.lastname@example.org. Movers also have the ability to reschedule the move by setting a new appointment time once it has been agreed upon by both Client and Mover(s). Movers are often booked a week or two in advance so if your Movers are no longer available, you may need to cancel your move and re-book with another Mover(s).
Cancel from the App
To cancel from your mobile app, please select the scheduled Move tab at the top of your screen. Then select the move you wish to cancel from the menu. Next, select “Edit” at the top right-hand corner of your screen. Finally, on the Edit page, on the bottom of the page, hit the “Cancel Job” option.
Please note that if you confirm your move with the Mover(s) and cancel or need to reschedule your move within 48 hours of it’s scheduled start time, you may incur a 30 dollar charge. If you need to cancel or reschedule your move within 24 hours of it’s scheduled start time, you may incur a 50 dollar charge.
On-demand moves may also incur a cancellation fee, if you have already confirmed the appointment with your Mover(s), and they have either begun working on or traveling to your move.
The cancellation policy is in place to ensure all Movers are fairly compensated for having set aside time in their day to assist Clients. All cancellations are reviewed internally within 1 business day of the cancellation and a determination is made whether or not a fee is applicable.
If the cancellation occurred because of the fault of the Mover(s), you will not incur a fee.
If you’ve been charged a cancellation fee and wish to dispute it please contact our Customer Support Team.
If some work has already been completed at the time of cancellation, you and your Mover(s) should determine the number of hours the Mover(s) should be paid for. If you or your Mover(s) cannot come to an agreement, MoveBig will work with you and your Mover(s) to determine the appropriate payment for a partially completed move that is cancelled.