Cancellation / Change-of-Date Policy

1. How Cancellations and Date Changes Are Handled

At Pinball Movers, each transport booking is planned around item details, access requirements, route timing, vehicle space, and driver availability. Because pinball machines, arcade cabinets, and similar equipment require careful handling and scheduled transport, cancellations or date changes can affect other bookings.

This policy explains how cancellations, booking changes, and missed appointments are handled.

2. Booking Confirmation

Submitting a quote request does not automatically confirm a transport booking.

A booking is only confirmed once:

• the transport details have been reviewed
• the price has been confirmed
• both pickup and delivery requirements are agreed
• any required payment or deposit has been received

3. Change-of-Date Requests

We understand that plans can change.

If you need to change your pickup or delivery date, please contact us as soon as possible. We will do our best to arrange a new date, subject to availability, route planning, and other scheduled jobs.

Date changes are not guaranteed and may depend on:

• driver availability
• route timing
• pickup and delivery access
• the number of items being moved
• whether the new date affects other confirmed bookings

Additional charges may apply if a change requires extra travel, storage, waiting time, or rescheduling of an already planned route.

4. Cancellations by the Customer

If you need to cancel a confirmed booking, please notify us as early as possible.

Cancellation fees may apply where time, travel, route planning, administration, or vehicle space has already been allocated to your booking.

As a guide:

• More than 48 hours before pickup: cancellation may be accepted without further charge, unless costs have already been incurred.
• Within 48 hours of pickup: a cancellation fee may apply.
• Same-day cancellation: a higher cancellation fee may apply, especially if the driver has already started travel or the job has affected other bookings.
• Driver already on route or at pickup address: charges may apply for travel, time, and any costs already incurred.

Any refund will be assessed based on the stage of the booking, costs already incurred, and whether a deposit or prepayment was made.

5. Deposits and Payments

Where a deposit is required, it may be used to secure vehicle space, scheduling, and route planning.

Deposits may be non-refundable once a booking has been confirmed and transport arrangements have begun.

If a refund is approved, it will be processed back to the original payment method where possible.

6. Failed Pickup or Delivery

A failed pickup or delivery may occur if:

• no one is available at the agreed location
• access is not available
• the item is not ready for transport
• incorrect pickup or delivery details were provided
• stairs, tight access, heavy lifting, or other important details were not disclosed
• the machine cannot be safely moved in the conditions provided

If a pickup or delivery cannot be completed due to these issues, additional fees may apply for waiting time, return travel, rebooking, storage, or a second delivery attempt.

7. Access and Item Details

Customers are responsible for providing accurate information before the booking is confirmed.

This includes:

• pickup and delivery addresses
• contact details
• item type and quantity
• stairs, steep driveways, tight access, or difficult entry points
• fragile, heavy, or unusual items
• any special handling requirements

If the job details are materially different from what was supplied, we may need to revise the quote, delay the move, or decline the job if it cannot be completed safely.

8. Cancellations or Changes by Pinball Movers

In some cases, we may need to cancel, delay, or reschedule a booking due to circumstances outside our control.

This may include:

• unsafe weather
• vehicle issues
• road closures
• illness or emergency
• unsafe access conditions
• incorrect booking information
• events that make transport unsafe or impractical

If this happens, we will contact you as soon as possible and work with you to arrange a suitable alternative where possible.

9. Storage and Delayed Delivery

If delivery cannot be completed at the agreed time due to circumstances outside our control, storage or redelivery fees may apply.

This may include situations where the delivery address is unavailable, access is blocked, or the receiver cannot accept the item.