At Fragile Removals, we understand that plans can change, and sometimes, cancellation of your scheduled move may be necessary. We strive to accommodate your needs as best as we can while ensuring the efficiency and planning of our services. Below is our detailed cancellation policy to help guide you through the process.
1. Notice of Cancellation
- Up to 7 Days Before the Move:
- If you cancel your move with at least 7 days’ notice, you will receive a full refund of any deposit paid.
- Alternatively, you may choose to reschedule your move without any penalty. Rescheduling is subject to availability.
- 3 to 6 Days Before the Move:
- If you cancel your move between 3 to 6 days before the scheduled date, 50% of your deposit will be refunded.
- You may also choose to reschedule your move with no additional charge, subject to availability.
- Less Than 3 Days Before the Move:
- Cancellations made less than 3 days before the scheduled moving date will result in the forfeiture of your deposit.
- Rescheduling within this period may incur a fee, depending on the availability and demand on the new date.
2. Same-Day Cancellations
- On the Day of the Move:
- If you cancel on the day of the move, you will be charged 75% of the total moving cost, as our team and resources will have already been allocated.
- Rescheduling on the same day is generally not possible and will be treated as a new booking.
3. Special Circumstances
- Force Majeure Events:
- In the event of unforeseeable circumstances such as extreme weather, natural disasters, or other acts of God that prevent the move from taking place, we will work with you to reschedule at the earliest possible date without penalty.
- If rescheduling is not possible, a full refund of the deposit will be issued.
- Medical Emergencies:
- If you need to cancel due to a medical emergency, we request that you provide documentation. We will evaluate each situation on a case-by-case basis to determine the appropriate course of action, including potential refunds or rescheduling without penalty.
4. Refund Process
- All refunds will be processed within 7-10 business days from the date of cancellation.
- Refunds will be issued using the same method of payment used for the original booking.
- For payments made by credit card, please note that it may take additional time for the refund to appear on your statement, depending on your card issuer’s policies.
5. How to Cancel
- By Phone:
- You can cancel your move by calling our customer service team at 027 452 2255. Our representatives are available 7 days, 6am-10pm.
- By Email:
- Alternatively, you may cancel by sending an email to enquiries@fragileremovals.co.nz. Please include your booking reference number, name, and moving date in your cancellation request.
- In Person:
- If you prefer, you can visit our office at 12 Burns Street, Cambridge 3432 to cancel your booking in person.
6. No-Show Policy
- If our team arrives at the scheduled location and you are not present, and we have not received prior notice of cancellation, this will be considered a no-show. In this case, 100% of the total moving cost will be charged.
7. Changes to the Cancellation Policy
- Fragile Removals Limited reserves the right to update or modify this cancellation policy at any time. Any changes will be communicated to you at the time of booking and will also be updated on our website.
8. Contact Us
- If you have any questions or concerns about our cancellation policy, please contact us at 027 452 2255. Our team is here to assist you and ensure a smooth moving experience.