Refund policy

GOLDEN-EYE TRANSPORT & SERVICES

REFUND, CANCELLATION & RESCHEDULING POLICY

Effective Date: September 18, 2026
Last Updated: September 18, 2026

Golden-Eye Transport & Services (“Golden-Eye,” “we,” “us,” or “our”) provides reservation-based hauling, junk removal, delivery, small moves, property clean-outs, dump runs, same-day hauling, transportation, and related labor services.

Because each confirmed reservation may require Golden-Eye to reserve a vehicle, crew, equipment, routing capacity, and service time specifically for a customer, booking deposits are non-refundable, subject to the exceptions stated below and any rights required by applicable law.

Please review this policy before booking.

1. NON-REFUNDABLE BOOKING DEPOSIT

Golden-Eye may require a booking deposit to reserve a service date, service window, vehicle, crew, equipment, and routing capacity.

ALL BOOKING DEPOSITS ARE NON-REFUNDABLE ONCE THE BOOKING IS CONFIRMED.

The booking deposit will be credited toward the customer’s final service balance unless the applicable quote, booking confirmation, invoice, or service agreement expressly states otherwise.

The deposit is not an additional charge when the service is completed as booked; it is applied toward the agreed service price.

Customer cancellation or rescheduling does not ordinarily entitle the customer to a refund of the booking deposit.

Exceptions may apply when:

  • Golden-Eye cancels the service for reasons within our control and an acceptable rescheduled service is not provided;
  • Golden-Eye cannot provide the confirmed service and the customer does not agree to an alternative;
  • Golden-Eye and the customer expressly agree in writing to a refund; or
  • Applicable law requires the deposit to be refunded.

Any amount paid above the non-refundable booking deposit is subject to the remaining provisions of this policy.

2. DISCLOSURE OF NON-REFUNDABLE DEPOSIT

Golden-Eye will make reasonable efforts to disclose that a booking deposit is non-refundable before the customer becomes obligated to pay it.

Customers should review their quote, checkout information, booking confirmation, invoice, and applicable policies before submitting payment.

By paying a clearly disclosed non-refundable booking deposit, the customer acknowledges the applicable deposit terms, subject to rights that cannot legally be waived.

3. CANCELLATIONS WITH AT LEAST 24 HOURS’ NOTICE

Customers who cancel at least 24 hours before the beginning of the confirmed service window may receive a refund of otherwise refundable amounts paid above the booking deposit.

The booking deposit remains non-refundable.

No additional Golden-Eye Late Cancellation Fee or Truck Dispatch Fee will ordinarily apply when the cancellation is received at least 24 hours before the confirmed service window.

4. CANCELLATIONS WITHIN 24 HOURS

If a customer cancels less than 24 hours before the beginning of the confirmed service window, the booking deposit remains non-refundable.

A $50 Late Cancellation Fee may also apply.

However, Golden-Eye will credit the retained booking deposit toward the $50 Late Cancellation Fee so that the customer is not charged twice for the same reserved-capacity cost.

For example:

  • If the retained deposit is $25, up to an additional $25 may be charged or deducted to satisfy the $50 Late Cancellation Fee.
  • If the retained deposit is $50 or more, no additional $50 Late Cancellation Fee will ordinarily be charged.
  • If the retained deposit exceeds $50, the deposit remains non-refundable, but Golden-Eye will not add another $50 solely because of the late cancellation.

Any remaining refundable amount will be returned to the original payment method.

5. EN-ROUTE OR ON-SITE CANCELLATIONS

Once a Golden-Eye vehicle or crew has been dispatched toward the service location or has arrived on-site, the booking deposit remains non-refundable.

A $75 Truck Dispatch Fee may apply.

The retained booking deposit will be credited toward the $75 Truck Dispatch Fee.

For example:

  • If the retained deposit is $25, up to an additional $50 may be charged or deducted toward the $75 Truck Dispatch Fee.
  • If the retained deposit is $50, up to an additional $25 may apply.
  • If the retained deposit is $75 or more, Golden-Eye will not ordinarily add another $75 Truck Dispatch Fee solely because of the cancellation.

The $75 Truck Dispatch Fee replaces rather than stacks with the $50 Late Cancellation Fee.

A customer will therefore not be assessed both the $50 Late Cancellation Fee and the $75 Truck Dispatch Fee for the same cancellation.

6. RESCHEDULING

Customers requesting a reschedule at least 24 hours before the confirmed service window may generally transfer their booking deposit one time to another available service date or time.

The new appointment is subject to availability.

The transferred deposit remains non-refundable.

A second or subsequent rescheduling request may require a new booking deposit.

Rescheduling requested within 24 hours of the confirmed service window is subject to availability and may be treated as a late cancellation.

Once Golden-Eye has dispatched a vehicle or crew, a request to move the service to another date may be treated as an en-route cancellation and may be subject to the Truck Dispatch Fee.

Golden-Eye may waive or modify a rescheduling charge at its discretion when circumstances reasonably justify doing so.

7. SAME-DAY BOOKINGS

Same-day services require Golden-Eye to commit resources on short notice.

Accordingly, the booking deposit for a confirmed same-day service is non-refundable.

If a customer cancels a same-day service before dispatch, Golden-Eye will ordinarily retain the booking deposit but will not add a Truck Dispatch Fee.

If cancellation occurs after Golden-Eye has dispatched a vehicle or crew, the $75 Truck Dispatch Fee structure described above may apply, with the retained deposit credited toward that amount.

Mandatory cancellation rights provided by applicable law remain unaffected.

8. CUSTOMER NO-SHOWS

A customer may be considered a no-show when Golden-Eye arrives during the confirmed service window and cannot reasonably begin or complete the service because:

  • The customer or authorized representative is unavailable;
  • Golden-Eye cannot obtain required property access;
  • The customer cannot be reasonably reached;
  • Required authorization is unavailable; or
  • A customer-caused condition prevents performance.

A no-show may be treated as an on-site cancellation.

The booking deposit will remain non-refundable and the $75 Truck Dispatch Fee structure may apply, with the deposit credited toward that amount.

9. INACCURATE OR INCOMPLETE BOOKING INFORMATION

Customers are responsible for providing reasonably complete and accurate information concerning the requested service.

This includes, when relevant:

  • Number of items;
  • Approximate volume;
  • Item dimensions;
  • Unusually heavy items;
  • Pickup and delivery addresses;
  • Stairs;
  • Elevators;
  • Long carries;
  • Parking restrictions;
  • Additional stops;
  • Access limitations;
  • Disposal requirements; and
  • Other circumstances materially affecting the service.

If the actual job materially differs from the information supplied during booking, Golden-Eye may revise the service price before performing additional work.

10. TRUCK CAPACITY AND VOLUME ADJUSTMENTS

Online selections such as Quarter Truck, Half Truck, Three-Quarter Truck, or Full Truck represent estimated capacity requirements.

If Golden-Eye arrives and determines that the actual volume, weight, quantity, or scope materially exceeds the customer’s selection, Golden-Eye may provide an adjusted price based upon the actual service required.

Where reasonably practicable, the revised price will be communicated before loading or additional work begins.

The customer is not required to accept an unauthorized revised price.

11. CUSTOMER DECLINES AN ON-SITE PRICE ADJUSTMENT

If an adjustment is necessary because the customer’s description or online selection materially understated the actual job, and the customer declines the adjusted price before work begins, the service may be canceled.

Because Golden-Eye has already dispatched resources, the $75 Truck Dispatch Fee structure may apply, with the retained booking deposit credited toward that amount.

However, if Golden-Eye materially increases a previously confirmed price without a material change in the customer’s disclosed scope of work or another lawful basis for the adjustment, the customer may decline the revised price without being assessed the Truck Dispatch Fee.

In such circumstances, Golden-Eye will address the deposit and other amounts paid consistent with the circumstances and applicable law.

12. COMPLETED SERVICES

Transportation, hauling, junk removal, delivery, property clean-out, moving, and labor services cannot ordinarily be returned after they have been properly performed.

Accordingly, completed services are generally non-refundable merely because the customer changes their mind after completion.

For junk-removal and disposal services, property specifically authorized for disposal may no longer be recoverable after Golden-Eye removes it from the service location.

This section does not eliminate a customer’s rights concerning:

  • Material failure to perform the agreed service;
  • Billing errors;
  • Unauthorized charges;
  • Loss or damage;
  • Fraud;
  • Services not provided; or
  • Other remedies required by applicable law.

13. PARTIALLY COMPLETED SERVICES

If a service begins but cannot be completed, refund eligibility will depend upon the reason for noncompletion and the work actually performed.

When the customer causes or requests termination after work has begun, Golden-Eye may retain payment reasonably attributable to authorized services already performed and lawful costs already incurred.

When Golden-Eye is responsible for a material failure to complete the agreed service, Golden-Eye will determine an appropriate refund, correction, or rescheduling remedy consistent with the applicable agreement and law.

14. MILEAGE AND DISTANCE FEES

Where mileage or distance charges apply, Golden-Eye may calculate them using commercially reasonable mapping, routing, navigation, or dispatch technology.

If a service is canceled before dispatch, prepaid mileage charges for transportation that has not occurred will generally be refunded, except where incorporated into a lawfully retained booking deposit or another properly disclosed charge.

Once Golden-Eye has dispatched, mileage or transportation actually incurred may be included within an applicable Truck Dispatch Fee or other authorized service charge.

Golden-Eye will not automatically retain a separate mileage charge for transportation that was never performed or otherwise lawfully chargeable.

15. DISPOSAL, TIPPING AND THIRD-PARTY FEES

Certain jobs may involve:

  • Landfill fees;
  • Disposal charges;
  • Transfer-station fees;
  • Recycling charges;
  • Tipping fees;
  • Permit charges; or
  • Other third-party expenses.

If Golden-Eye has not incurred a prepaid third-party expense when a service is canceled, that amount will generally be refundable.

If Golden-Eye has already paid or become obligated to pay a non-refundable third-party expense specifically for the customer’s service, the applicable amount may be deducted from an otherwise available refund when permitted by law.

16. HAZARDOUS OR PROHIBITED MATERIALS

Customers must disclose known or suspected hazardous, regulated, contaminated, illegal, or otherwise prohibited materials before service.

Golden-Eye may refuse or discontinue a service involving property that we cannot safely or legally transport, remove, or dispose of.

If a job cannot proceed because the customer materially misrepresented or failed to disclose such materials, the booking deposit remains non-refundable to the extent permitted by law.

Applicable dispatch charges and reasonable charges for work already performed or expenses incurred may also apply.

17. WEATHER AND UNSAFE CONDITIONS

Golden-Eye may delay or reschedule a service because of severe weather, unsafe road conditions, flooding, ice, tornado warnings, dangerous property conditions, government restrictions, or other circumstances making performance unsafe or impracticable.

When Golden-Eye initiates a weather-related reschedule, the customer’s existing deposit will ordinarily transfer to the rescheduled appointment.

Golden-Eye will not treat a Golden-Eye-initiated safety rescheduling as a customer cancellation.

18. CANCELLATION BY GOLDEN-EYE

If Golden-Eye cancels a confirmed service for reasons within Golden-Eye’s control before performing the service, the customer will ordinarily have the choice of:

1. A full refund, including the booking deposit; or

2. Transferring all amounts paid to a mutually acceptable rescheduled service.

The non-refundable-deposit rule is intended to apply primarily to customer-initiated cancellations, not situations in which Golden-Eye accepts a reservation and then cannot provide the confirmed service.

Golden-Eye will not assess a customer Late Cancellation Fee or Truck Dispatch Fee when Golden-Eye is responsible for the cancellation.

19. DAMAGE, LOSS AND SERVICE CLAIMS

A claim involving lost or damaged property is not treated as an ordinary refund or cancellation request.

Customers should report apparent loss, damage, billing errors, or material service problems to Golden-Eye as soon as reasonably practicable.

Golden-Eye may request reasonable documentation including:

  • Photographs;
  • Videos;
  • Receipts;
  • Repair estimates;
  • Proof of ownership; and
  • Item descriptions.

Claims will be evaluated according to Golden-Eye’s Terms of Service, applicable transportation documents, applicable insurance arrangements, and governing law.

Nothing in this Refund Policy eliminates rights or remedies that cannot legally be waived.

20. REGULATED HOUSEHOLD-GOODS MOVES

Certain household-goods transportation may be subject to federal or state transportation laws that establish specific cancellation, estimate, payment, valuation, documentation, or consumer-protection requirements.

Those mandatory requirements take priority over this general policy whenever they apply.

For example, FMCSA rules applicable to certain interstate household-goods moves provide a three-day period to rescind an order for service without penalty when the order is signed more than three days before loading.

Accordingly, a Golden-Eye booking deposit will not be treated as non-refundable when applicable law expressly requires its return.

21. REFUND METHOD AND PROCESSING

Approved refunds will generally be issued to the original payment method.

After Golden-Eye submits the refund, processing time depends upon the payment processor, bank, credit-card issuer, or other financial institution.

Golden-Eye does not control a financial institution’s processing time after a refund has been properly submitted.

22. CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact Golden-Eye promptly if they believe a charge is incorrect so we have a reasonable opportunity to investigate and resolve the issue.

Nothing in this policy prevents a customer from exercising a lawful right to dispute an unauthorized, fraudulent, incorrectly billed, or otherwise legally disputable transaction.

23. POLICY RELATIONSHIP

This Refund, Cancellation & Rescheduling Policy should be read together with Golden-Eye’s:

  • Terms of Service;
  • Delivery, Transportation & Service Policy;
  • Privacy Policy;
  • Legal Notice;
  • Confirmed quote or estimate;
  • Booking confirmation;
  • Work order or invoice; and
  • Any applicable service-specific transportation documents.

Mandatory provisions of federal, state, or local law control where they cannot legally be modified by agreement.

24. CONTACT INFORMATION

Questions regarding deposits, cancellations, rescheduling, refunds, or billing may be directed to:

Golden-Eye Transport & Services
Phone: 901-764-9729
Email: info@goldeneyets.com