Key takeaways
- Put timing, notice method, refund rules, and exceptions in writing before booking
- Separate a customer cancellation from a company cancellation, delay, or failed access
- Use a documented decision path instead of inventing a fee during a stressful call
- Have local counsel review the final policy; this page is educational, not state-specific legal advice
A cancellation policy should reduce surprises, not turn a difficult conversation into a negotiation from scratch. Write it before the customer books, explain the important dates in plain language, and give staff a consistent way to record what happened.
Six decisions your policy must answer
| Decision | Plain-language question |
|---|---|
| Notice | How does the customer cancel, and when is the request considered received? |
| Timing | What changes when the request arrives 30 days, 7 days, or 24 hours before the move? |
| Money | How are deposits, prepayments, approved work, and documented costs handled? |
| Rescheduling | Can the customer move the date, and what happens to the new scope or rate? |
| Company cancellation | What happens if the company cannot perform the move? |
| Exceptions | How are access failures, weather, emergencies, claims, or other special facts reviewed? |
A plain-language structure to adapt
Use this as a drafting outline, not a final contract:
- 1. How to cancel. “Contact us at [phone/email]. We will confirm the request and record the date and time received.”
- 2. Before the move. “The applicable refund, credit, or charge depends on the notice period and the written terms accepted for this move.”
- 3. Rescheduling. “Ask us about available dates. A change may require a new written scope or pricing review.”
- 4. Company changes. “If we cannot perform the agreed service, we will explain the available options and document the resolution.”
- 5. Questions. “If you disagree with a decision, contact [role/contact] with your booking reference so we can review the record.”
Use a decision table, not a surprise fee
| Scenario | What staff should verify | Customer communication |
|---|---|---|
| Customer cancels early | Agreement, notice timestamp, payments, services already delivered | Explain the written rule and send the decision |
| Customer cancels close to move day | Same records plus reserved resources and applicable terms | State the reason for the outcome without unsupported threats |
| Customer requests a new date | Crew, truck, rate, scope, and new availability | Confirm whether this is a reschedule or cancellation |
| Company cannot perform | Cause, alternatives, customer payments, and escalation owner | Call promptly and put the options in writing |
| Customer no-show | Notice attempts, arrival evidence, access facts, and applicable written terms | Describe the factual record and review path |
| Access or scope makes work unsafe/impossible | Factual notes, photos, contract terms, and approved next step | Avoid assigning blame before the review is complete |
Record the decision consistently
Explain the policy before the hard moment
Put the policy near the estimate acceptance and deposit step, use headings and examples, and make the controlling agreement easy to download. When a customer cancels, send a short confirmation that repeats the request date, the decision, and the next step. Do not use an automated message to make a legal conclusion that requires a human review.
Reelow can keep the estimate, e-signature, deposit, job status, and payment record connected so your team can review the same timeline. See estimates, payment processing, booking, and estimate follow-upfor the surrounding workflow.