How to Cancel a Moving Company Without Losing Your Deposit

Cancellation windows, deposit refund rules, carrier vs broker differences, state-specific protections, and how to dispute non-refunds.

Updated 2026-09-25

Typical Cancellation Policies

What to expect based on when you cancel. Carrier and broker policies differ significantly.

Cancellation Window	Typical Refund	Carrier	Broker
14+ days before move	100%	Full refund at most reputable carriers	50 - 100% (varies widely)
7 - 13 days before move	50 - 100%	Full or partial refund	0 - 50% (commission often kept)
3 - 6 days before move	25 - 50%	Partial refund, may charge admin fee	0 - 25% (most keep full deposit)
1 - 2 days before move	0 - 25%	Truck and crew likely already allocated	0% in most cases
Same day	0%	May charge for dispatch + minimum hours	0%. No refund.

Deposit Rules

What the law says

For interstate moves, FMCSA regulations prohibit carriers from requiring deposits that exceed the estimated cost of the move. Most legitimate carriers charge deposits of 10 to 25% of the total estimate. Deposits above 30% are a red flag. Brokers are less regulated and often keep larger non-refundable deposits.

Carrier vs broker deposits

A carrier owns trucks and employs movers. Their deposit secures your spot on their schedule. A broker is a middleman who sells your move to a carrier and takes a commission (typically 30 to 50% of the total). When you cancel a broker, their commission is often non-refundable because they have already "earned" it by finding you a carrier. Always ask: "Do you own the trucks, or do you dispatch to another company?"

Payment method matters

Pay deposits by credit card whenever possible. Credit card payments give you chargeback rights under the Fair Credit Billing Act. Cash, Zelle, wire transfers, and cashier's checks offer no chargeback protection. If a company insists on cash or wire transfer for the deposit, treat that as a serious red flag.

State-Specific Cancellation Protections

These protections apply to intrastate (within-state) moves. Interstate moves are governed by federal FMCSA rules.

State	Protection	Notes
California	Carriers must provide written estimate. No charge for cancellation before loading begins.	Cal. PUC regulations. Strong consumer protections.
New York	Deposits capped. Cancellation 3+ business days out requires full refund of deposit.	NY DOT household goods regulations.
Florida	Movers must register with FL DBPR. Written contracts required.	Ch. 507, Florida Statutes.
Texas	Limited state-level regulation. FMCSA rules apply to interstate moves.	TxDMV regulates intrastate movers.
Illinois	Movers must be licensed by ICC. Written estimates required.	Illinois Commerce Commission oversight.
New Jersey	Carriers must provide written estimate within 2 business days of survey.	NJ BPU regulates movers.
Pennsylvania	PUC requires written estimates. Tariff-based cancellation policies.	PA PUC household goods rules.
Virginia	Written contracts required. Deposits must be disclosed in writing.	VA DMV regulates household goods movers.
Massachusetts	DPU requires written estimates. Consumer protection laws apply.	MA DPU Transportation Division.
Washington	UTC requires written estimates and contracts. Strong consumer protections.	WA UTC household goods carriers.

How to Cancel Properly

Send written notice

Email the company at their official email address. Include your confirmation number, move date, full name, and a clear statement: 'I am cancelling my move scheduled for [date]. Please confirm cancellation and refund my deposit of $[amount].' Keep a copy.

Send certified mail for large deposits

For deposits of $500 or more, send a certified letter via USPS (return receipt requested) in addition to the email. This creates a legal record of the cancellation date and proves the company received it. Cost: $4 to $8.

Request written confirmation

Ask the company to reply confirming the cancellation and the refund amount. If they do not respond within 3 business days, send a follow-up. Keep all correspondence.

Document the refund timeline

Ask when the refund will be processed. Credit card refunds typically take 5 to 10 business days. If the refund does not appear within the stated timeframe, contact the company once more in writing, then escalate.

When You Do Not Get Your Deposit Back

Credit card chargeback

Call your credit card issuer and dispute the charge. Provide your cancellation email, the company's contract, and evidence of their refund policy. Chargebacks must be filed within 60 days of the statement date. Success rate is high when you have written documentation.

BBB complaint

File at bbb.org. The BBB contacts the company and requests a response within 14 days. Many companies respond to BBB complaints because unanswered complaints lower their rating. Not all companies are BBB members, but the complaint still creates a public record.

FMCSA complaint (interstate)

File at fmcsa.dot.gov for interstate moves. The FMCSA does not resolve individual disputes but tracks complaints against carriers. Multiple complaints trigger investigations that can result in fines or loss of operating authority. Include your contract, the mover's USDOT number, and all correspondence.

Small claims court

File in your local small claims court. Limits vary by state ($5,000 to $25,000). Filing fees are $30 to $100. No lawyer needed. Bring your contract, cancellation notice, and all correspondence. Many companies settle before the hearing. The process takes 1 to 3 months.

Red Flags at Booking That Predict Cancellation Problems

Deposit exceeds 25% of estimate

Legitimate carriers typically charge 10 to 20%. Large deposits suggest the company expects disputes.

Cash, Zelle, or wire transfer only

These payment methods have no chargeback protection. Credit cards are your best defense.

No written contract at booking

Without a contract, there are no defined cancellation terms. Everything becomes he-said-she-said.

'All deposits are non-refundable'

Blanket non-refundable terms, regardless of cancellation timing, are aggressive. Walk away.

Broker posing as a carrier

If you ask 'Do you own the trucks?' and get a vague answer, you are dealing with a broker. Broker deposits are harder to recover.

High-pressure sales tactics

'This price is only good today' or 'We have one truck left.' Legitimate movers do not pressure you into same-day deposits.

Frequently Asked Questions

Can a moving company keep my deposit if I cancel?+

It depends on the cancellation terms in your contract and whether you booked with a carrier or a broker. Legitimate carriers typically refund deposits for cancellations made 7 or more days before the move. Brokers are more likely to have non-refundable deposits. For interstate moves, FMCSA rules state that carriers cannot require deposits exceeding the estimated cost of the move. Some states have additional protections. If a company refuses to refund a deposit in violation of the contract terms, you can dispute the charge with your credit card issuer, file a complaint with the FMCSA (interstate) or your state's attorney general (local), or pursue small claims court.

How far in advance should I cancel a moving company?+

Cancel as early as possible. Most companies offer full refunds for cancellations made 14 or more days before the move. Cancelling 7 to 13 days out typically gets you a 50 to 100% refund. Cancelling 3 to 6 days out may get you 25 to 50%. Same-day or next-day cancellations rarely receive any refund. The earlier you cancel, the more likely the company can fill your slot with another customer, which makes them more willing to refund your deposit.

What is the difference between cancelling a broker and cancelling a carrier?+

Brokers sell your move to a carrier and take a commission (typically 30 to 50% of the total). When you cancel a broker, they often keep their commission as a non-refundable fee, even if the carrier has not been assigned yet. When you cancel directly with a carrier, you are dealing with the company that owns the truck and employs the crew. Carriers are more likely to offer reasonable refund terms. This is one of many reasons to book directly with carriers rather than through brokers.

Do I need to cancel in writing?+

Yes. Always cancel in writing, even if you also call. Send an email to the company's official email address with your move confirmation number, the move date, your name, and a clear statement that you are cancelling. If the deposit is significant ($500 or more), also send a certified letter via USPS. Keep copies of everything. A phone call with no written confirmation leaves you with no proof of the cancellation date.

Can I cancel a moving company on moving day?+

You can, but you will almost certainly lose your deposit. If the crew has already arrived at your home, the company may charge for the truck dispatch and crew time (typically 2 to 4 hours minimum). If the crew has not yet departed, contact the company immediately. Some will reschedule instead of charging a full cancellation fee. Document everything in writing regardless of the outcome.

What if the moving company changed the price and I want to cancel?+

If the mover gave you a binding estimate and then tries to charge more, you have the right to cancel and receive a full refund of your deposit. A binding estimate is a legal contract. For non-binding estimates, the mover can adjust the price but cannot charge more than 10% above the written estimate at the time of delivery (for interstate moves). If a mover significantly increases the price after booking, that is a red flag. Document the original estimate, the new price, and cancel in writing citing the price change.

Are there red flags at booking that predict cancellation problems?+

Yes. Watch for: deposits exceeding 25% of the total estimate, no written contract or vague contract terms, pressure to pay by cash, Zelle, or wire transfer (no chargeback protection), no physical address on the company's website, a broker posing as a carrier (ask directly: 'Do you own the trucks?'), and contract language stating 'all deposits are non-refundable under any circumstances.' Reputable movers provide clear cancellation policies in writing at booking.