Refund policy

Moving arrangements and service commitments

Square Cow assists customers with residential relocations, furniture transportation, packing support, and other agreed moving tasks. A service arrangement may specify the items to be transported, the collection and destination details, the planned date, estimated workload, packing requirements, access conditions, and any additional services discussed before the move.

Refund decisions depend on the circumstances of the request, the services already provided, costs incurred, and the terms agreed when the service was arranged. A request for reimbursement does not automatically establish eligibility for a full refund or compensation. Each matter is assessed individually, subject to any consumer rights that apply under relevant law. Nothing in this policy removes protections that cannot legally be waived.

Rescheduling and cancellation requests

• If your moving date changes, notify Square Cow as soon as possible. Include the original scheduled date and your preferred replacement date so the team can check availability and review the arrangements already made.
• A cancellation close to the agreed moving date may involve costs associated with reserved capacity, allocated personnel, packing supplies, or other preparations already undertaken. Any charge or deduction must be considered in accordance with the agreed terms and applicable law.
• If access to the property is unavailable or collection cannot proceed as planned, contact the team to discuss alternatives. Restricted access, missing keys, building rules, or unexpected delays may affect the schedule and the resources needed to complete the move.
• If the volume of belongings, destination details, or requested services change after an estimate has been prepared, the original arrangement may need to be reviewed. Any revised price, additional work, or change to the planned service should be explained before proceeding, where required.
• If circumstances outside the original plan prevent the move from proceeding as expected, Square Cow can discuss practical options such as an alternative date, a revised service scope, or another arrangement appropriate to the circumstances.

Refund and complaint assessment

Type of request	Information considered	Potential resolution
Scheduled move was cancelled	Review the booking details, cancellation notice, agreed conditions, preparations completed, and any costs incurred before cancellation.	Discuss a replacement date, clarify applicable cancellation terms, or determine whether a refund or partial adjustment is warranted.
Disagreement about the estimate	Compare the initial description of the move, the quoted services, any approved changes, additional requirements, and the final invoice.	Explain how the total was calculated, correct an identified billing mistake, or review a disputed charge against the agreed scope.
Concern about completed moving work	Examine the service record, the work agreed upon, the reported problem, relevant correspondence, and any supporting photographs or documentation.	Discuss an appropriate remedy, investigate the reported issue, or consider an adjustment based on the findings and applicable obligations.
Belongings reported damaged or missing	Review the items involved, their reported condition before and after transportation, the circumstances of the move, available inventory details, and supporting evidence.	Request further information, assess the circumstances of the claim, and explain any available resolution or applicable claims procedure.
Customer no longer requires the service	Consider when the request was made, whether the service has begun, the nature of the arrangement, any preparation already completed, and applicable cancellation rights.	Explain whether cancellation, rescheduling, or a refund may be available under the agreed terms and applicable consumer protection rules.
Duplicate or inaccurate payment	Check the invoice, payment confirmation, transaction details, and any refund or correction previously recorded.	Investigate the discrepancy, correct a confirmed billing error, and provide information about the processing of an approved reimbursement.

Packing materials and transported belongings

If your request concerns packing supplies, a service-related purchase, or an item handled as part of a move, contact Square Cow before returning materials or making changes that could affect the assessment. Explain what the item is, when the transaction or service occurred, and why you are requesting a refund or other resolution. If an item appears damaged, retain relevant photographs and avoid discarding potentially useful evidence until the matter has been reviewed.

Return conditions may vary according to the type of item, whether a service has already been performed, and the terms that applied to the transaction. Any requirements involving packaging, collection, delivery, inspection, or other costs must be consistent with the agreed arrangement and applicable law. The condition of materials and the extent of services already completed may be relevant to the decision, without affecting any mandatory rights available to the customer.

Property damage and missing items

If you discover that an item may have been damaged during a move or that a belonging appears to be missing, contact Square Cow promptly. Identify the affected item, describe its condition, and explain when and where the issue was noticed. Photographs, an inventory, and relevant service details may help clarify what happened. Where practical, preserve the item and any packaging until the circumstances have been reviewed.

A report may require additional investigation to determine the condition of the belongings before transportation, the handling involved, and the circumstances surrounding the reported loss or damage. The outcome will depend on the available evidence, the agreed service conditions, any applicable coverage or claims process, and relevant legal requirements. Reporting a concern initiates a review but does not, by itself, establish responsibility or guarantee reimbursement.

Submitting a refund or service claim

Email Square Cow with the date of the scheduled or completed move, the service arranged, and a clear explanation of the outcome you are seeking. Include a booking reference or invoice number if available. For concerns involving damaged or missing belongings, identify the affected items and attach relevant photographs or supporting records where appropriate.

Do not send payment card details, account passwords, security codes, or unrelated identity documents. Share only the information needed to locate the arrangement and assess the issue. If additional details are necessary, the team may contact you to clarify the circumstances or request relevant supporting information.

Assessment and reimbursement

Each request is considered on its own facts. The review period may depend on the complexity of the circumstances, the availability of booking records, the need to inspect affected belongings, and whether further information is required. If a refund or other financial adjustment is approved, Square Cow will explain the applicable amount and processing method. The time required for the funds to appear may depend on the payment provider or financial institution involved.

Submitting a complaint or refund request does not guarantee a particular result. Decisions should take account of the service agreement, the information available, the circumstances of the request, and any applicable legal protections. If the requested outcome cannot be provided in full, the reason should be explained where reasonably possible, along with any alternative resolution that may be available.

Contact Square Cow about a refund

For questions about cancellations, reimbursement, disputed charges, or concerns related to a move, email [email protected] with the relevant service date, booking details, and a brief description of the issue. You can also reach the team by telephone at +1 (855) 310-1789 . Please include only the information needed to review your request. This policy may be revised when service procedures or applicable legal requirements change.