1. Booking Deposits
Your agreed booking deposit reserves your move date. The deposit amount and any applicable credit are recorded in your move documents. If you cancel before your scheduled move day, there is no cancellation charge and your deposit will be refunded in full. Any amount retained for a same-day cancellation must be supported by your agreement, the applicable tariff, and law.
2. Customer Cancellation and Rescheduling
Contact us promptly if you need to cancel or reschedule. Under our service agreement, Room & Road may allow one reschedule within 14 calendar days of the original move date, subject to availability, unless otherwise approved in writing.
If you cancel before your scheduled move day, you will not be charged a cancellation fee and your deposit will be refunded in full.
For cancellations on the scheduled move day, including after dispatch, Room & Road may retain only a lawful amount supported by the applicable tariff and documented mobilization or reserved-capacity costs. No cancellation fee may exceed an amount allowed by the current Georgia tariff and applicable law.
3. Cancellation or Rescheduling by Room & Road
Room & Road may reschedule or cancel when service would be unsafe, unlawful, physically impracticable, or materially outside the disclosed scope. You will receive prompt notice and any refund or credit required by your agreement and applicable law.
Weather, traffic, road closures, building restrictions, mechanical problems, or unsafe conditions may require a delay or reschedule. Arrival and delivery windows are good-faith plans, not guarantees, unless a guaranteed service is listed in your cost schedule.
4. Completed Services and Adjustments
Charges for services performed are governed by your signed cost schedule, bill of lading, and approved written changes. The original binding total remains the maximum for the original listed scope; a lower lawful final charge is allowed. Added work requires the applicable written approval before service. A general warning of possible increases is not approval of a specific charge.
If you believe you were overcharged or a service was not provided as agreed, send us a written explanation and supporting records so we can review the applicable charges. This policy does not add a separate satisfaction guarantee or waive a lawful claim.
5. Requesting a Refund or Reporting an Overcharge
For cancellation and rescheduling notices, contact hello@roomandroadmoving.com or (404) 330-9063.
For a written overcharge, loss, or damage claim, contact roomandroad@196global.com or write to Room & Road Moving Company, LLC, 235 Ponce De Leon Place (STE M196), Decatur, GA 30030. Include your name, move date, the relevant move reference, the issue, requested resolution, and supporting photos or payment records. Do not email full card details.
6. Review and Timing
The agreement requires written claims for overcharge, loss, or damage within 90 days after delivery or scheduled delivery where the property was not delivered, subject to the agreement’s later-delivery provisions and controlling law. Room & Road aims to complete claims within 45 days when reasonably feasible and handles them in a reasonably timely manner and within 90 days after filing to the extent feasible. If more time is needed, we will explain the delay.
A claim-review period is not a promise that your bank will post a refund by that date. Refund eligibility, any lawful deductions, and any credit are determined from the applicable agreement and records. Contact us for the status of an approved refund.
7. Your Move Documents and Rights
This summary does not replace your signed agreement, approved written changes, applicable bill of lading, valuation selection, Georgia tariff, or controlling law. Payment does not waive a lawful claim. Nothing here waives a right that cannot lawfully be waived.
See our Privacy Policy and Terms & Conditions.