Cancellation Policy

1. How Cancellations Work

Either the Customer or the Mover can cancel a confirmed match from the ReloNow app at any time before the move or job takes place. Cancelling doesn't require a reason, but we ask that you cancel as soon as you know your plans have changed so the other party has time to adjust.

2. If a Customer Cancels

The Mover is notified immediately, and their availability slot becomes open again so other Customers can book it.

3. If a Mover Cancels

The Customer is notified immediately, and their move request becomes available for re-matching with another Mover.

4. Unanswered Match Requests

When a Customer is matched with a Mover, the Mover has 24 hours to accept or decline the request. If a Mover doesn't respond within that window, the match automatically expires and the Customer's request becomes available to be matched with another Mover.

5. Refunds and Payment Disputes

ReloNow does not process payments between Customers and Movers — as described in our Terms of Service, payment is arranged directly between the Customer and Mover. Because of this, ReloNow does not charge cancellation fees and does not issue refunds.

If you've already paid a Mover directly and need a refund after a cancellation, that refund has to be worked out between you and the Mover. If a Mover isn't cooperating in good faith, or you believe they've acted fraudulently, please contact us — we can't resolve payment disputes ourselves, but we do take reports of bad-faith behavior seriously when deciding whether to keep an account on the platform.

6. Repeated Cancellations

Frequently cancelling confirmed matches — especially last-minute or with no explanation — makes the platform less reliable for everyone. ReloNow reserves the right to suspend or terminate accounts with a pattern of repeated cancellations, consistent with our Terms of Service.

7. Questions

If you have questions about a specific cancellation, reach out to us at: