Refund Policy

Scenario 1 — Cancellation Before Any Driver Accepts Your Bid

If you cancel your Move Request before any Transport Provider has accepted a Bid, you will receive a full refund of any payment made. No cancellation fee will apply.

Scenario 2 — Cancellation After a Driver Has Accepted Your Booking

If you cancel a confirmed Booking after a Transport Provider has accepted:

• Cancellation made more than 24 hours before the scheduled move: A partial refund may apply. A reasonable cancellation fee may be deducted to compensate the Transport Provider for the opportunity cost of holding the booking slot.
• Cancellation made less than 24 hours before the scheduled move: A larger cancellation fee may apply, as the Transport Provider may have declined other opportunities to accommodate your booking.
• Cancellation made on the day of the move or after the Transport Provider has arrived at the pickup location: A significant portion of the booking amount may be non-refundable, subject to the specific circumstances and the outcome of any dispute review.

The applicable cancellation fee will be communicated clearly at the time of cancellation.

Scenario 3 — Service Not Completed by the Transport Provider

If a confirmed Transport Provider fails to arrive, abandons a job without completion, or fails to deliver goods to the agreed destination through no fault of the Customer, the Customer will be entitled to a full refund of the amount paid for that booking. BidMyMove will review the matter and, where appropriate, take action against the Transport Provider.

Scenario 4 — Service Completed but Disputed

If a service has been completed but the Customer raises a dispute regarding the quality of service, damage to goods, or other grounds, the refund request will be subject to a formal dispute review process.

During the dispute review:

• Both the Customer and the Transport Provider will have the opportunity to submit evidence and their account of events.
• BidMyMove will review all available information, including booking records, tracking data, communications, and photographs.
• A decision will be communicated to both parties within a reasonable timeframe.

BidMyMove's decision in a dispute review is final within the platform's internal process. Customers retain the right to pursue any applicable remedies through the National Consumer Commission or other appropriate legal channels under the Consumer Protection Act 68 of 2008.

Scenario 5 — Platform or Technical Error

If a payment is processed in error due to a technical failure on the BidMyMove Platform, a full refund of the incorrectly charged amount will be issued promptly.