CARONYX Group — Legal & Policies

Cancellation Policy

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

1. Confirmed Booking

A booking is confirmed only after written confirmation and completion of any required deposit, authorization, or service document.

2. More Than 24 Hours Before Arrival

When cancellation notice is received more than 24 hours before the arrival window, a refundable deposit paid directly to CARONYX will ordinarily be returned, less any specifically authorized, disclosed, nonrefundable third-party cost already incurred.

3. Between 12 and 24 Hours

The customer may ordinarily choose one transfer of the deposit to a reasonably available date or cancellation with up to 50% of the deposit retained for reserved capacity and administration. If no deposit was collected, only a previously disclosed and accepted fee may be charged.

4. Less Than 12 Hours

CARONYX may retain the deposit or charge a previously disclosed late-cancellation amount, subject to law and the confirmed booking. The amount will not exceed the confirmed fee or reasonable nonrecoverable costs where the law requires such a limit.

5. After Dispatch or Arrival

If cancellation occurs after dispatch or arrival, the customer may be responsible for confirmed travel, dispatch, minimum-service, waiting, parking, toll, or other nonrecoverable amounts, to the extent permitted by law.

6. Rescheduling

• More than 24 hours: generally accommodated without a rescheduling fee, subject to availability.
• 12 to 24 hours: generally one transfer of the deposit.
• Less than 12 hours: may be treated as a late cancellation unless CARONYX agrees otherwise.
• A new date is not confirmed until accepted in writing.
• Price may change if date, distance, scope, access, staffing, or other material facts change.

7. No-Show or Failed Access

A booking may be treated as a no-show or failed-access event when the customer or representative is unavailable; the location, elevator, dock, store, gate, or parking cannot be accessed; the item is unavailable or not released; the job is materially different or unsafe; or CARONYX cannot reach the customer after reasonable attempts.

8. Third-Party Delay

The customer must confirm that stores, sellers, warehouses, and buildings are ready. Authorized waiting may apply. CARONYX is not responsible for a third party’s refusal to release an item, wrong product, defect, incomplete order, or sales dispute.

9. Cancellation by CARONYX

CARONYX may cancel, delay, or reschedule for safety, severe weather, emergency, accident, mechanical failure, illness, legal restriction, road closure, or lack of safe access. If CARONYX cancels before substantial performance for a reason not caused by the customer, the customer may choose a reasonably available reschedule or refund of amounts paid directly to CARONYX for the unperformed service.

10. Refund Timing

Approved refunds are initiated promptly, generally within 5 to 10 business days, to the original payment method when reasonably possible. Financial institutions may require additional time.

11. Household-Move Exception

12. How to Cancel

Send a clear request by text or email using the contact information in the confirmation. Include the customer name, service date, pickup location, and confirmation or invoice number. The request is effective when received and acknowledged.