Refund & Cancellation Policy – Move4U.lu

Last updated: 20 November 2025

This Refund & Cancellation Policy explains how Move4U Sàrl-S handles cancellations, refunds, no-shows, and payments for services booked through www.move4u.lu, by phone, email, or messaging.

1. Company Details

Move4U Sàrl-S
Luxembourg
Email: info@move4u.lu

2. Cancellations by the Client

2.1 Free Cancellation Window

• Cancellations made 24 hours or more before the scheduled appointment are free of charge.

2.2 Late Cancellation (within 24 hours)

• Cancellations made less than 24 hours before the scheduled service may result in a fee of up to 50% of the service price.

2.3 Same-Day Cancellation

• Cancellations made within 3 hours of the scheduled arrival time may be charged 100% of the service fee, depending on the situation.

2.4 No-Show

If neither the client nor a representative is present at the agreed address at the booked time:

• A 100% charge may apply.

3. Cancellations by Move4U

We may cancel or reschedule services due to:

• Unsafe or impossible working conditions

• Severe weather

• Illness

• Vehicle or equipment failure

• Incorrect or incomplete information

• Force majeure situations

If we cancel, the client will:

• Receive a full refund of any prepaid amount

• Be offered the earliest possible rescheduled date

Move4U is not responsible for any indirect losses resulting from cancellation.

4. Refund Eligibility

Refunds apply under the following conditions:

• You paid in advance (via card, transfer, or online payment), and

• You qualify under section 2.1 or Move4U cancelled the service.

Refunds are not granted when:

• Work was already completed

• You provided inaccurate details resulting in inability to complete the service

• Items were not prepared or accessible

• Work was refused due to unsafe conditions caused by the client

• You cancel too late (as listed above)

5. Partial Refunds

Partial refunds may apply when:

• Only part of the job could be completed

• You shorten the service duration on the spot

• A mutually agreed alternative price is determined

6. Deposits

If Move4U introduces deposits for larger removals or long-distance trips (optional future feature):

• Deposits are refundable only if cancelled 24+ hours in advance

• Deposits are non-refundable for late cancellations, no-shows, or if work is impossible due to incomplete client information

(If you want, I can generate a separate Deposit Policy for big moves.)

7. How Refunds Are Processed

Refunds are issued using the same payment method used for the original transaction unless otherwise agreed.

Processing times:

• Card payments: 3–10 business days

• Bank transfers: 1–3 business days

• Cash payments: refunded in cash or bank transfer

• Online payments: as per the payment processor’s terms

Move4U Sàrl-S does not yet have a VAT number, so refunds do not include VAT at this stage.

8. Additional Fees

Extra fees may apply if:

• Parking is not available and fines are incurred

• Additional labour, waiting time, or materials are required

• Access was misrepresented (stairs, long distances, no elevator, etc.)

These fees are not refundable.

9. Contact for Refund Requests

For cancellations, refund questions, or issues, please contact:

Move4U Sàrl-S
Email: info@move4u.lu

Please include:

• Your name

• Booking date

• Address of the service

• Reason for the refund request

• Supporting details (if needed)

We aim to respond within 24–48 hours.