CARONYX Group — Legal & Policies

Cancellation, Rescheduling & Service Change Policy

Effective: August 1, 2026  |  Updated: September 5, 2026

1. Confirmed Booking

A booking is confirmed when the required online booking steps are completed and CARONYX displays or sends confirmation. If the calculator flags the request for Dispatch review, the booking is not confirmed until that review is completed and confirmation is issued. Any required payment or authorization must also be completed.

Submitting a quote request alone does not confirm a reservation. For eligible jobs, the calculator presents the current price and booking flow; a reservation is confirmed when the required booking steps are completed and CARONYX issues confirmation. Requests flagged for Dispatch review are not confirmed until that review is completed.

The scope, service date or window, addresses, items, access conditions, service level, staffing, vehicle requirements, and price shown in the confirmed booking form the basis of the service.

2. Changes to a Confirmed Booking

Customers may request changes to a confirmed booking before or during service.

Material changes may include, without limitation:

• Adding or removing items.
• Changing item quantity, dimensions, weight, or handling requirements.
• Changing the pickup or delivery address.
• Adding an additional stop.
• Changing the requested date or service window.
• Adding stairs, elevators, long carries, difficult access, or other site conditions.
• Changing the service level.
• Adding labor, helpers, assembly, disassembly, disposal, or other services.
• Requiring additional trips.
• Requesting a return or alternate authorized destination.
• Otherwise changing the work originally confirmed.

CARONYX may review the requested change and re-evaluate price, route, travel distance, vehicle requirements, crew requirements, schedule, provider availability, safety, and operational feasibility.

A material change is not effective until CARONYX confirms it in writing.

When a change increases the customer price or materially changes the agreed service, CARONYX may require the customer to approve revised terms before the additional or different work is performed.

A request or recommendation made by a driver, helper, contractor, or other assigned service provider does not by itself create an additional customer charge. Material changes and additional charges must be authorized through CARONYX.

Likewise, a customer should not rely on a material change requested directly from a driver or provider unless CARONYX confirms the change.

If a change makes the originally assigned vehicle, crew, provider, route, or schedule unsuitable, CARONYX may assign a different vehicle or provider, adjust the schedule, or otherwise reorganize the service.

If the revised service cannot reasonably or safely be performed and the parties do not agree to revised terms, the booking may be rescheduled or canceled under this Policy.

3. Cancellation More Than 24 Hours Before Arrival

When CARONYX receives a cancellation request more than 24 hours before the scheduled arrival window, a refundable deposit paid directly to CARONYX will ordinarily be returned.

CARONYX may deduct specifically authorized, previously disclosed, nonrefundable third-party costs that have already been incurred and cannot reasonably be recovered.

4. Cancellation Between 12 and 24 Hours Before Arrival

When cancellation occurs between 12 and 24 hours before the scheduled arrival window, the customer may ordinarily choose:

1. One transfer of the deposit to another reasonably available service date; or
2. Cancellation, with up to 50% of the deposit retained for reserved capacity, scheduling, and administration.

If no deposit was collected, CARONYX will charge a cancellation fee only when that fee was previously disclosed and accepted as part of the booking or other written service terms.

5. Cancellation Less Than 12 Hours Before Arrival

When cancellation occurs less than 12 hours before the scheduled arrival window, CARONYX may retain the deposit or charge a previously disclosed late-cancellation amount, subject to applicable law and the terms of the confirmed booking.

Any amount retained or charged remains subject to applicable legal limitations and, where required, reasonable nonrecoverable costs.

6. Cancellation After Dispatch or Arrival

If a customer cancels after CARONYX has dispatched a vehicle, driver, provider, or crew, or after the assigned provider has arrived, the customer may be responsible for amounts associated with service already committed or performed.

Depending on the circumstances, these amounts may include confirmed travel, dispatch, minimum-service charges, authorized waiting time, parking, tolls, or other reasonable nonrecoverable costs.

7. Cancellation After Pickup or While Items Are in CARONYX Custody

If cancellation occurs after items have been picked up, loaded, or otherwise placed in the custody of CARONYX or an assigned service provider, the service cannot simply be treated as closed while the items remain in transit or unresolved custody.

CARONYX will coordinate an authorized next step, which may include completing the delivery, returning the items to an authorized location, or another lawful and reasonably safe disposition agreed to by the appropriate party.

CARONYX will not knowingly abandon or leave customer property at an unauthorized location merely because a cancellation or delivery problem occurs.

If a return, additional mileage, additional travel time, waiting, or other additional service becomes necessary because of a customer-requested cancellation, incorrect information, unavailable recipient, failed access, third-party refusal, or another circumstance not caused by CARONYX, additional reasonable charges may apply when authorized and permitted by law.

Additional costs caused solely by a CARONYX or assigned-provider failure will not be shifted to the customer merely because CARONYX must reassign a provider, correct its own operational issue, or recover from that failure.

8. Rescheduling

• More than 24 hours before arrival: Rescheduling is generally accommodated without a rescheduling fee, subject to availability.
• Between 12 and 24 hours before arrival: CARONYX will generally allow one transfer of the deposit to another reasonably available date.
• Less than 12 hours before arrival: A rescheduling request may be treated as a late cancellation unless CARONYX agrees otherwise.
• A requested new date is not confirmed until CARONYX accepts it in writing.
• Price, availability, vehicle requirements, crew requirements, provider assignment, and other service terms may change when the new date, distance, route, items, access, staffing, service level, or other material facts differ from the original booking.

9. Waiting Time and Site Delays

Provider arrival does not automatically create billable waiting time.

Waiting time applies only when the assigned provider has arrived and an actual delay prevents the provider from reasonably continuing the scheduled work.

Examples may include:

• An order or item is not ready.
• A loading dock is unavailable.
• A seller or warehouse delays release.
• An elevator, gate, or loading area is unavailable.
• A customer or recipient is not ready.
• A third party causes a delay that prevents the service from reasonably continuing.

Any applicable grace period, waiting rate, or waiting-charge method will be disclosed through the booking confirmation, service agreement, applicable written terms, or an authorized service adjustment before it is charged when disclosure is required.

Ordinary loading, unloading, handling, assembly, or other time already included in the confirmed service is not automatically converted into waiting time.

CARONYX may document arrival time, location, contact attempts, messages, and the duration and reason for a delay for operational and billing review.

10. No-Show, Unresponsive Customer, or Failed Access

CARONYX may classify a booking as a no-show, customer-unresponsive event, or failed-access event when the customer, recipient, seller, property representative, or other required contact is unavailable or when service cannot reasonably proceed.

Examples include:

• The customer or authorized representative cannot be reached after reasonable attempts.
• Required access to a building, gate, dock, elevator, parking area, or property is unavailable.
• The pickup item is unavailable or has not been released.
• The delivery recipient is unavailable when required.
• Information supplied for the booking is materially incorrect.
• The actual job is materially different from the confirmed scope.
• The service cannot safely or lawfully proceed.

A no-show designation is not created merely because the scheduled service window has begun.

CARONYX may rely on documented arrival information, reasonable contact attempts, the applicable waiting or grace period, and the circumstances at the location before classifying the event.

Depending on the circumstances, CARONYX may continue waiting, request additional information, propose a service change, reschedule, authorize a return, or cancel the service.

Applicable waiting, travel, cancellation, return, or other charges may apply as allowed by the confirmed booking, this Policy, approved service changes, and applicable law.

11. Materially Different or Unsafe Work

CARONYX may pause service when the actual job materially differs from the confirmed booking or presents a safety, legal, vehicle-capacity, property-access, or handling concern.

Examples include:

• Substantially more items than disclosed.
• Items that are materially larger, heavier, or different from what was reported.
• An item that will not safely fit in the assigned vehicle.
• Undisclosed stairs, long carries, or access restrictions.
• Unsafe loading or unloading conditions.
• Prohibited or hazardous items.
• A requirement for additional equipment, labor, helpers, or trips.

CARONYX may request photographs, measurements, information, or other evidence and may propose revised service terms.

The service may continue after the issue is resolved and any required revised terms are accepted.

12. Third-Party Delays or Refusal

The customer is responsible for confirming, where applicable, that stores, sellers, warehouses, buildings, loading facilities, elevators, and other third parties are prepared for the scheduled service.

CARONYX is not responsible for a third party’s refusal to release an item, an incorrect or defective product, missing manufacturer parts, an incomplete order, a seller dispute, or another issue outside CARONYX’s reasonable control.

Such events may result in authorized waiting, rescheduling, a service change, return service, or cancellation.

13. Provider Unavailability or Cancellation by CARONYX

If an assigned driver or service provider becomes unavailable before substantial performance begins, CARONYX may attempt to assign another qualified provider, vehicle, or crew.

Provider unavailability does not automatically mean that the customer canceled the booking.

CARONYX may also delay, reschedule, suspend, or cancel service because of safety conditions, severe weather, accident, emergency, mechanical failure, illness, legal restriction, road closure, lack of safe access, or another circumstance that makes performance unsafe, unlawful, or impracticable.

If CARONYX ultimately cancels before substantial performance for a reason not caused by the customer, the customer may choose a reasonably available reschedule or a refund of amounts paid directly to CARONYX for the unperformed service, subject to applicable law.

14. Additional Charges, Credits, and Refunds

A service change, cancellation, return, waiting event, or other authorized adjustment may increase or decrease the final amount due from the customer.

CARONYX distinguishes between an adjustment that has been operationally approved and a payment, charge, credit, or refund that has actually been processed.

For example, an approved additional charge may remain pending until payment processing is completed. Likewise, an approved credit or refund may remain pending until the payment processor or financial institution confirms the transaction.

Approved refunds are initiated promptly and generally within 5 to 10 business days to the original payment method when reasonably possible.

Banks, card issuers, payment processors, and other financial institutions may require additional processing time after CARONYX initiates the transaction.

15. Regulated California Household Moves

16. How to Cancel, Reschedule, or Request a Change

Send a clear written request using the contact information or secure booking method provided by CARONYX.

For help with a change, open Help & Support, choose Customer, then I need CARONYX Dispatch and follow the prompts to create a support case. Written requests may also be submitted by email or an authorized CARONYX booking or customer portal when available.

Include, when possible:

• Customer name.
• Service date.
• Pickup location.
• Confirmation, booking, quote, or invoice number.
• The requested change, cancellation, or rescheduling instruction.

A material change discussed only with a driver, helper, contractor, seller, warehouse, or other third party is not considered approved until CARONYX confirms it.

A cancellation, rescheduling request, or material service change is effective when received and acknowledged by CARONYX, subject to applicable law.

17. Which Policy Version Applies

The policy and written service terms applicable when a booking is confirmed will ordinarily govern that booking.

CARONYX will not use a later website policy update to silently impose a new material fee or obligation on a previously confirmed booking.

A later change may apply when required by law or when the customer expressly agrees to revised terms or an authorized Change Order.

Booking-specific written terms may supplement this Policy.