Boxly Cancellation & Refund Policy

This Cancellation & Refund Policy explains how cancellations, changes, and refunds are handled when you use Boxly.

1. User Cancellations

Free cancellation: Users may cancel a booking up to 48 hours before the scheduled service start time for a full refund.

Late cancellation (within 48 hours): A cancellation fee of up to 50% of the estimated booking cost may apply.

Same-day cancellation/no-show: If you cancel on the same day of service or fail to be present/available at the agreed-upon pickup location, you may be charged up to 100% of the booking cost.

Partial services: If a service has already begun but is stopped or incomplete due to user actions, no refund will be issued.

2. Partner Cancellations

If a Partner cancels a confirmed booking, Boxly will make reasonable efforts to reassign another Partner.
If no replacement is available, the user will receive a full refund.
Boxly is not liable for Partner cancellations beyond assigning a replacement or refunding.

3. Rescheduling

Users may request to reschedule a booking up to 48 hours before the scheduled start without penalty.

Requests to reschedule within 48 hours may be treated as cancellations and are subject to cancellation fees.

User-caused delays: If delays are caused by the user (e.g., failure to book an elevator, lack of parking, unprepared items, late arrival, or significant differences in the declared scope of work), Partners may charge for additional waiting time, adjust the service price, or require rescheduling. Such situations will be handled at Boxly's sole discretion and may be treated as partial service, no-show, price adjustment, or rescheduling.

4. Refund Process

Refunds, when applicable, will be processed to the original payment method within 7–10 business days.
Processing times may vary depending on your bank or payment provider, and Boxly is not responsible for delays outside its control.

5. Non-Refundable Fees

Service fees, booking fees, and completed portions of services are non-refundable.
Additional services (packing, assembly, cleaning) that have already started or been completed are non-refundable.

6. Boxly's Discretion & Force Majeure

Boxly reserves the right to make final decisions on refunds and cancellations in exceptional circumstances (e.g., emergencies, severe weather, safety issues).

Force Majeure: Boxly and its Partners will not be liable for cancellations or delays caused by events beyond their reasonable control, including but not limited to weather, natural disasters, accidents, strikes, or government actions.

7. Consumer Rights Compliance

Nothing in this Policy overrides mandatory rights under Canadian consumer protection laws.

8. Contact

For cancellation or refund requests, please contact info@boxly.ca