Refund & Damage Claims Policy

Cancellations

You can cancel a scheduled pickup at no charge any time before our crew is dispatched. If we've already started driving to your address, a flat $25 trip fee applies to cover dispatch costs.

On-site re-quotes

Your AI quote is an estimate based on the photos and description you provided. On arrival the crew confirms scope. If the actual job is materially larger (more volume, extra labor, hazardous items), they'll show you a revised price before any work starts. You can accept, decline, or remove items — there is never a surprise charge.

Refunds

If you're unhappy with the work, contact us at info@haulwell.co or call (463) 238-3909 within 7 days of pickup. We'll review and, where the issue is on us, issue a full or partial refund to the original payment method within 5 business days.

Damage claims

Haulwell is licensed and insured. If our crew damages your property during a pickup:

1. Document it immediately. Photos of the damage, ideally with the crew still on site, make the claim faster.
2. Notify us within 48 hours at claims@haulwell.co with the job address, date, photos, and a brief description.
3. We respond within 1 business day with next steps — either direct resolution, a vendor referral for repair, or filing with our general liability carrier for larger claims.

What's not covered

• Pre-existing damage to walls, floors, or doorways that we documented in the before-photos.
• Items we explicitly declined to haul (hazardous materials, items above our insured weight limit, items the customer asked us to leave behind).
• Loss of value on items we hauled in good faith based on the customer's instruction.

Contact

Questions? Email info@haulwell.co or call (463) 238-3909. See also our service guarantee and terms of service.