Refund & Cancellation Policy
Last updated: 5 October 2026
Customer Cancellations
Before You Accept a Bid
You can cancel your job at any time before you accept a bid, at no cost. Simply go to your dashboard and click "Cancel Job".
After Accepting a Bid
24+ hours before your delivery date
Full refund of the delivery amount, no cancellation fee. We count the 24 hours back from midnight at the start of your delivery date, so for a Saturday delivery, cancel by the end of Thursday. If your delivery date changes, we use the earlier date. The payment processing fee is non-refundable.
Less than 24 hours before your delivery date, or later
A 20% late cancellation fee applies, so you get 80% of the delivery amount back. The fee goes to your driver for the time they had set aside. The payment processing fee is non-refundable. If your driver has not turned up, report an issue instead so we can review it for a full refund.
After the driver has picked up your items
No refund available. Contact support for assistance.
Driver Cancellations
If a driver cancels after accepting your job, you will receive a full refund automatically. We'll also help you find another driver as quickly as possible.
Drivers who frequently cancel may face account restrictions or suspension.
Refunds for Issues
Delivery Not Completed
If your delivery is not completed as agreed, including if your driver does not turn up, report an issue on your booking within 48 hours of the scheduled delivery date and we will review it for a full refund.
Partial Refunds
In some cases, a partial refund may be appropriate (e.g., significant delay, minor issues). Our support team will work with you to find a fair resolution.
How to Request a Refund
- Log into your SoundMove account
- Go to "My Jobs" and select the relevant job
- Click "Report Issue"
- Provide details and any supporting evidence
- Our team will review and respond within 3 working days
Refund Processing
Once a refund is approved, it will be credited to the card you paid with.
- Card refunds usually show within 5 to 10 working days.
Contact Us
If you have questions about refunds or cancellations, please contact us:
- Email: support@soundmove.co.nz