Cancellation & Refund Policy

This policy explains how cancellations, charges and refunds work for bookings made through the Movezle Platform and the Aurvitruck app.

1. Cancelling a booking

You can cancel any booking directly from the app. To avoid a cancellation charge, cancel before the assigned vehicle reaches the pickup location. Once the vehicle has arrived, a cancellation fee may apply to cover the operator's time and travel.

2. Changes after pickup arrival

After a vehicle reaches the pickup point, the vehicle type cannot be changed. If your requirement changes, please cancel (subject to any applicable fee) and place a fresh booking with the correct vehicle class.

3. Detention and waiting charges

A reasonable free period is allowed for loading once the vehicle arrives. If loading is delayed beyond the permitted window (for example, more than 24 hours), detention charges may apply. Keeping your consignment ready helps avoid these costs.

4. Refunds

• Where a refund is due — for example, an eligible cancellation or an amount collected in error — it is processed back to the original payment method.
• Refund timelines depend on your bank or payment provider and are typically completed within a few business days.
• Any applicable cancellation or detention charges may be deducted before a refund is issued.

5. Failed or duplicate payments

If a payment fails but an amount is debited, or a duplicate charge occurs, it is auto-reversed or refunded once reconciled. Contact support if you do not see the reversal.

6. Insurance claims

If you selected optional in-transit cover, claims for loss or damage are handled per the insurer's terms. Our support team can help you initiate a claim from the app.

7. How to request help

Open the Support section in the app to raise a ticket, or email support@movezle.com. Please include your booking reference so we can assist quickly.