Last updated: April 2026
Plans change — we understand that. This policy explains exactly how cancellations, rescheduling, and refunds work with Reddy Anna Service. We've designed these terms to be fair to both you and us. When you book a move, we allocate a vehicle, assign a crew, and block the date — so cancellation charges reflect the real costs we incur, not arbitrary penalties.
1. Cancellation by you (the customer)
You may cancel your booking at any time before the move. The charges depend on how much notice you give:
1.1 More than 48 hours before the scheduled move
- Full refund of any advance paid.
- No cancellation charge whatsoever.
- This gives us enough time to reallocate the vehicle and crew to another booking.
1.2 Between 24 and 48 hours before the scheduled move
- 25% of the advance amount is retained to cover vehicle reservation and crew scheduling costs.
- The remaining 75% is refunded to you.
- At this point, the vehicle and crew are already confirmed and difficult to reassign on short notice.
1.3 Less than 24 hours before the scheduled move
- 50% of the advance amount is retained.
- The remaining 50% is refunded to you.
- The vehicle is already loaded with packing materials and the crew's schedule is finalised.
1.4 On the day of the move, after the team has departed for pickup
- The full advance amount is retained.
- Any additional actual costs already incurred (e.g., packing materials used for pre-packing, fuel for the vehicle en route) are also chargeable.
- We will provide an itemised breakdown of any additional costs.
1.5 After packing has begun
- If you cancel after our team has started packing at your location, you are charged for all work completed up to that point — including labour time, packing materials used, and vehicle deployment costs.
- Any unused advance after deducting these costs is refunded.
- Our team will carefully unpack any items already packed if you request it (no additional charge for unpacking in this scenario).
2. Rescheduling your move
If you need to change the date rather than cancel entirely, rescheduling is usually the better option:
- 48+ hours' notice: Rescheduling is completely free of charge, subject to availability on the new date. Your advance carries over.
- 24–48 hours' notice: Rescheduling is free if the new date is within 7 days of the original date. For dates beyond 7 days, a small rebooking fee (typically 10% of the advance) may apply.
- Less than 24 hours' notice: A rebooking fee of 15–25% of the advance may apply, depending on whether the vehicle and crew can be reassigned. This is discussed and agreed before the reschedule is confirmed.
- Multiple rescheduling: The first reschedule is handled as above. Subsequent reschedules for the same booking may attract additional fees, discussed on a case-by-case basis.
To reschedule, contact us as early as possible. The sooner we know, the easier it is to accommodate your new date without any charges.
3. Modifying your booking
If you need to change the scope of your move (add or remove items, change the destination, add or remove services), you can do so at any time before the move:
- Adding items or services: We'll provide an updated quote reflecting the additional scope. The difference is payable before or on moving day.
- Removing items or services: If the reduction is significant enough to affect vehicle size or crew requirements, we'll issue an updated quote and refund the difference.
- Changing origin or destination: If the new route is significantly different (different city, much longer distance), we'll provide a revised quote. You can accept the revised quote or cancel under the standard cancellation terms.
4. Cancellation by us
In rare situations, we may need to cancel or delay a move due to circumstances beyond our control. These include:
- Vehicle breakdown or mechanical failure
- Driver or crew unavailability due to medical emergency
- Severe weather conditions (heavy flooding, cyclone warnings) that make transit unsafe
- Government-imposed restrictions (curfews, road closures, lockdowns)
- Natural disasters or force majeure events
If we need to cancel or delay your move:
- We will inform you as early as possible — ideally 24+ hours in advance, or immediately if the issue arises on the day.
- We will offer an alternative date, alternative crew, or alternative vehicle at no extra cost.
- If you prefer to cancel entirely, you receive a full refund of all amounts paid — no deductions, no questions asked.
- If the delay causes you additional expenses (e.g., extra rent at the old location), we will work with you to find a fair resolution on a case-by-case basis.
5. Refund processing
When a refund is due, here's how it works:
- Processing time: Refunds are initiated within 3 working days of cancellation confirmation. The actual credit to your account may take an additional 3–7 working days depending on your bank or payment provider.
- Refund method: Refunds are made to the same payment mode/account used for the original payment (UPI to UPI, bank transfer to bank account).
- Cash advances: If you paid the advance in cash, the refund is made via bank transfer or UPI to an account of your choice. We'll need your bank details or UPI ID to process this.
- Partial refunds: If only a portion of the advance is refundable (per the cancellation terms above), we'll provide a clear breakdown showing the retained amount and the refunded amount.
- Refund confirmation: You'll receive a confirmation message (WhatsApp or email) once the refund is initiated, including the transaction reference number.
6. No-show policy
A "no-show" occurs when our team arrives at the pickup location at the agreed time and:
- No one is available to hand over the goods or provide access to the premises, AND
- We are unable to reach you by phone or WhatsApp within 30 minutes of the scheduled arrival time.
In case of a no-show:
- The full advance amount is retained.
- The team waits for up to 30 minutes, then departs.
- Rescheduling after a no-show is treated as a new booking and may attract fresh charges for vehicle and crew allocation.
- If the no-show was due to a genuine emergency (medical, accident), please contact us as soon as possible — we'll handle it on a case-by-case basis with flexibility.
7. Partial completion
If the move is partially completed and cancelled midway due to a customer-side issue, the following applies:
- Destination not ready: If we arrive at the destination and access is not available (keys not handed over, previous tenant hasn't vacated, building permission not obtained), we'll wait for up to 1 hour. If access is still not available, we'll store your belongings temporarily (if storage is available) or return them to the origin. Charges apply for all work completed plus storage/return transport costs.
- Access denied at pickup: If building management or a landlord denies access to our team at the pickup location, we charge for the vehicle deployment and crew time. The remaining advance is refunded.
- Customer-initiated mid-move cancellation: You are charged for all work completed up to the point of cancellation — labour, materials, and vehicle time. Any remaining advance is refunded.
8. Disputes and escalation
If you disagree with any charge or feel the cancellation terms were applied unfairly:
- Contact us at support@reddyannaservice.site or call +91 85555 03601 within 7 days of the cancellation.
- Provide your booking reference, the date of the move, and a description of the issue.
- Our operations manager will review the case and respond within 3 working days.
- We aim to resolve all disputes fairly and amicably. If we've made an error, we'll correct it promptly.
9. Damage or service quality issues
This policy covers cancellations and refunds only. For issues related to damaged items, service quality complaints, or insurance claims, please refer to our Terms of Service or contact us directly. Damage claims must be reported within 48 hours of delivery with photographic evidence.
10. Contact for cancellations and rescheduling
To cancel, reschedule, or modify your booking, contact us through any of the following channels:
Please ensure that cancellations are confirmed in writing (WhatsApp message or email) for documentation purposes. Verbal cancellations over phone will be followed up with a written confirmation from our side.