Refund Policy

1. Our Commitment to Fairness

At Two Hours Movers, we collect payment only after the job is completed to your satisfaction. Because of this, refund situations are rare. However, we understand that issues can arise, and we have a clear process to handle them.

2. When Refunds Apply

You may be eligible for a full or partial refund in the following circumstances:

• Deposit Refund (Commercial Moves): If you cancel a commercial move within the free cancellation window (4+ hours before the scheduled time), your deposit is refunded in full. Cancellations outside that window are subject to the cancellation policy.
• Overpayment or Billing Error: If you were charged more than the agreed-upon rate or for time not worked, we'll refund the difference.
• Service Failure: If our crew failed to show up without notice, or if we were unable to complete the job due to our own error, we will issue a refund for any charges collected.
• Dissatisfaction with Service: If you're unhappy with the quality of our work, contact us within 48 hours. We'll investigate and may offer a partial refund, discount on future service, or other resolution.

3. When Refunds Do Not Apply

Refunds are not available in the following situations:

• You cancel within 2 hours of the scheduled start time (full minimum charge applies).
• The crew arrived on time and was ready to work, but you chose not to proceed.
• Damage to improperly packed items that were not packed by our team.
• Normal wear and tear during the move, unless covered under additional valuation.

4. How to Request a Refund

To initiate a refund request, please contact us as soon as possible:

• Email: [email protected] — include your booking reference number and a brief description of the issue.
• Phone: (312) 478-9362 — speak directly with a manager.

We'll acknowledge your request within 1 business day and aim to resolve it within 5 business days.

5. Refund Processing

Approved refunds are processed via the original payment method:

• Credit/Debit Cards: Refunds appear within 5–10 business days, depending on your bank.
• Venmo: Refunds are sent within 24 hours of approval.
• Cash: We'll arrange a time to return cash in person or mail a check.

6. Satisfaction Promise

While we don't offer automatic refunds for subjective dissatisfaction, we take your feedback seriously. If you felt the crew didn't meet expectations, let us know. We often offer a discount on your next move or a partial adjustment as a gesture of goodwill. We want you to leave a 5‑star review — and we'll work to earn it.

Refund FAQ

Need to request a refund? Email [email protected] or call (312) 478-9362.