Cancellation Policy

Neo Movers values mutually trustful and ethical relationship. For many years we did not charge reservation deposit, and simply required a common courtesy on the customers’ behalf to give us advanced notice of cancellation or re-scheduling. Unfortunately, in the past several months we have experienced a sharp rise in the last minute cancellations and even “no-shows”. Neo Movers is not different from many other small businesses in California, and has certain expenses associated with last-minute cancellations. Lost opportunities, paid wages, fuel and vehicles amortization - are all examples of the losses that we experience when customers chose not to move in the last minute or don’t open the door upon arrival. Unfortunately, after analyzing our losses we came to the conclusion that we cannot continue absorbing these expenses, and created a Refundable Reservation Deposit to ensure that we are protected against these losses. Please carefully review our Reservation Deposit, Cancellation, Re-Scheduling and “No-show” policies below to familiarize yourself with it:

Reservation Deposit – Is required for each move. After a reservation request is received, our agent will e-mail you a deposit invoice to submit a one-time payment in order to secure your moving date. Deposit amount will depend on the complexity of move, and the number of movers ordered. Deposits are fully refundable, as long as cancellation notice is submitted in writing 72 hours before the actual move.

Cancellations – In order to receive a full refund of you reservation deposit please submit a cancellation request in writing by using our simple electronic contact form at least 72 hours before the actual moving date.

Re-Scheduling – We strive to provide flexibility to our customers. Re-scheduling requests are honored only after a telephone conversation with our agents at least 72 hours before the move, and subject to crew availability and pricing changes. Requests that are done in less than 72 hours will be subject to deposit forfeiture.

“No Show” Policy – Once you submit the moving reservation you expect the professional movers to be on time to move you. Once we collect the reservation deposit, we commit our movers to serve you and expect the customers to meet them. In the event our movers are not met at your doorsteps 100% of a minimal quote amount will be billed to your credit card.

Late Notice Cancellations - Moves that are canceled by customer after 6PM a day prior to the move are subject to a minimum of 3 hours service charge. Our office staff works until 6PM, and re-open at 8AM next morning. Therefore we cannot change the schedule of moving crews that are dispatched to the parking at 7AM.