Cancellation and refund rules

Simply Satisfied Logistics LLC administers marketplace cancellations, refunds, and payment adjustments under this policy and the booking-specific terms shown before checkout.

Customer cancellations made within 24 hours of service or on the service date are generally non-refundable, subject to applicable law, documented provider failure, duplicate charges, fraud, or another approved exception.

Customer must submit a written cancellation reason before support can review the booking.

For a non-refundable late cancellation, the applicable marketplace fee and provider portion may be retained or distributed according to the checkout disclosure and provider agreement, subject to payment-processor rules and applicable law.

Customers should contact marketplace support before initiating a payment dispute so the case can be reviewed promptly. Nothing in this policy removes rights available under applicable law or card-network rules.

Provider must call the customer within 24-48 hours after booking to confirm move details.

Provider no-show penalties: first no-show warning, second no-show $150 penalty, third no-show $350 penalty plus admin review.

Provider no-show proof can include call log screenshots, platform chats, GPS records, job-site photos, or crew arrival documentation.

If provider proof shows attempted service or arrival, the customer is not eligible for a refund solely for a no-show claim.

If provider fails to provide required proof, the customer may receive a partial refund after support review.

Provider cancellation penalties should protect customers from last-minute provider drop-offs.

Refunds should show customer total, provider payout impact, marketplace fee handling, and platform fee handling.

Extra time or overage must be approved and documented before a new invoice is sent.

Dispute records should include chat, call notes, photos, invoice, signed release, and provider response.

Approved refunds return to the original payment method. Bank and card processing times vary and are not controlled by the marketplace.