Whether you can get money back from a moving company depends on why you’re asking, what your contract says, and whether the move crossed state lines. A cancellation refund is different from compensation for damaged property, a no-show, or an incorrect charge.

There’s no universal federal rule requiring every moving company to return every deposit. Your best first step is to match the problem to the right remedy, collect the paperwork, and make a written request that explains the amount you’re seeking.

Quick answer: How to request a moving company refund

1. Classify the problem. Decide whether you’re dealing with a cancellation, no-show, overcharge, lost or damaged goods, or a refund the company promised but never sent.
2. Read the signed documents. Check the booking confirmation, estimate, bill of lading, valuation statement, cancellation terms, and any change orders.
3. Build an evidence file. Save payment records, emails, text messages, photographs, call notes, delivery records, and receipts for replacement services.
4. Calculate a specific amount. Separate a possible cancellation fee from charges for services that were never provided and from a property-damage claim.
5. Send a written demand. Quote the relevant contract language, explain the calculation, and set a reasonable response date.
6. Protect your payment-dispute deadline. If you paid by credit card, don’t wait for a complaint agency before checking the card issuer’s written-dispute deadline.
7. Escalate through the correct route. Use FMCSA for an interstate household-goods mover, a state regulator or attorney general for an intrastate move, and arbitration or court when appropriate.

A complaint can create a regulatory record, but it doesn’t automatically produce a refund. Keep pursuing the company and preserve any court or payment deadlines.

Identify the type of refund or claim

These remedies can overlap. For example, a mover might owe a cancellation refund while a separate claim concerns furniture damaged during an earlier pickup.

What controls your refund rights?

The signed contract

Look for:

• The cancellation deadline and any cancellation fee
• Whether the deposit is a prepayment, reservation charge, or other fee
• Whether the deposit is credited toward the final bill
• The estimate type: binding, non-binding, or binding not-to-exceed
• Charges for packing, storage, stairs, long carries, shuttle service, or waiting time
• The name of the legal company that accepted your booking or payment
• Arbitration, venue, notice, and claim-filing provisions

A fee isn’t automatically valid just because the company calls it a deposit. The actual contract language and applicable law matter. Ask the mover to identify the exact clause supporting a fee if the explanation is vague or the fee changed after booking.

If a broker arranged the move, review the documents to determine which company took your money and which carrier was responsible for the service. Send the demand to both when their roles are unclear.

Whether the move was interstate or intrastate

An interstate household-goods move generally crosses a state line, even if a local agent performs part of the work. A move that stays within one state is usually governed mainly by state law and the contract.

State cancellation rules differ. Don’t rely on a generic claim that every customer gets a full refund with 48 or 72 hours’ notice. Check the official transportation regulator or attorney general for the state where the move took place.

For interstate moves, the Federal Motor Carrier Safety Administration, or FMCSA, is the main federal regulator for household-goods movers. The FTC guidance commonly cited in refund discussions concerns credit card billing disputes; it isn’t a general moving-deposit rule.

The payment method

A credit card, debit card, ACH transfer, prepaid card, cash payment, and wire transfer do not have the same dispute process. The payment rail can determine which deadlines and protections are available.

Cancellation and deposit refunds

A deposit may be refundable, partly refundable, or subject to a disclosed cancellation fee. The contract should explain what happens if you cancel, how much notice is required, and whether the company has already performed work that can be charged.

Use the time and date of your cancellation notice, not just the date you intended to cancel. Keep the email, text, online confirmation, and any automated acknowledgment. If you canceled within the contract’s stated window, quote that language in your request.

If the mover canceled the booking or failed to appear, your position is usually stronger because the promised service was not supplied. Request the full amount paid for the unperformed service. You can also request documented replacement costs, but additional damages aren’t automatically guaranteed and may depend on the contract and state law.

A cancellation fee may be more difficult to challenge when the company reserved a specific date, turned away other work, or performed packing or other services. That doesn’t mean the fee is valid automatically. Ask for an itemized explanation and proof of any work or expense the company says justifies keeping the money.

Interstate estimate and delivery rules

The federal 110 percent rule is often misunderstood. For an interstate move based on a non-binding estimate, the mover generally can’t require you to pay more than 110 percent of the estimated charges at delivery in order to receive the shipment. The remaining balance may be billed later under the applicable federal requirements.

This is a delivery-payment limit, not a guarantee that the final bill will rise by no more than 10 percent. It also isn’t a general 10 percent cap on deposits and doesn’t decide whether a cancellation fee must be refunded.

For a binding estimate, compare the final invoice with the signed estimate and any written changes. Additional items, services, or changed circumstances may affect the amount, but the mover should be able to identify the basis for each added charge. Request certified scale records when weight determines the price.

If the mover refuses to provide an itemized bill, scale information, or documents required by your agreement, state that specifically in your written demand. Don’t sign a new settlement or release at the door without reading what rights it gives up.

Lost or damaged belongings are a separate claim

A damage claim usually seeks compensation rather than a refund of the moving fee. The amount may depend on the valuation option shown on your bill of lading or valuation statement.

Under released-value protection, liability is typically limited to $0.60 per pound per article. A 20-pound television could therefore have a liability value of $12 under that option, even if it cost much more. The Surface Transportation Board’s guidance on lost or damaged household goods describes this limitation and other valuation issues.

Before filing, gather:

• The inventory and bill of lading
• Photographs of the item and its packaging
• Delivery documents showing exceptions or damage
• Repair estimates or replacement-cost evidence
• Proof of the item’s age and value
• The valuation or protection option you selected
• Any required high-value-item declaration

Items worth more than $100 per pound may need to be listed on the mover’s declaration of articles of extraordinary value. Failing to declare an item can affect the amount the mover must pay under the applicable valuation terms.

If you purchased full-value protection, read its terms carefully. It may provide repair, replacement, or payment options and may include a deductible or exclusions. It doesn’t necessarily mean you’ll receive the original purchase price in cash.

For an interstate claim, file promptly and follow the mover’s written claims procedure. Federal rules generally provide a limited period for submitting a written loss or damage claim, commonly nine months after delivery. If the mover denies the claim in whole or in part, arbitration or a lawsuit may be necessary.

How to dispute an overcharge

Start with a line-by-line comparison:

1. Put the signed estimate beside the final invoice.
2. Mark charges for services, items, weight, mileage, storage, and labor that changed.
3. Ask for scale tickets and an explanation of every disputed amount.
4. Check whether you approved additional services in writing.
5. State the exact amount you believe should be refunded.
6. Send the dispute to the mover and keep proof of delivery.

A credit card dispute can run at the same time, but it isn’t a substitute for reviewing the contract. A charge may be valid if the mover performed the agreed service and the disputed amount was clearly authorized, even if the final price is disappointing.

Using a credit card dispute

If the mover didn’t provide the service, charged the wrong amount, or promised a refund that never appeared, you may have a billing-error or card-network dispute option. The process is separate from your contract claim.

The Federal Trade Commission’s guidance on disputing credit card charges says to send the issuer a written dispute so it reaches the billing-dispute address within 60 days after the first statement containing the error was sent. Include:

• Your name and account information
• The transaction date and amount
• The moving company’s name
• A clear explanation of the problem
• The refund or correction you’re requesting
• Copies of the contract, invoice, cancellation notice, and refund promise

The FTC says the issuer generally must acknowledge the complaint within 30 days unless it has already resolved it, and resolve the dispute within 90 days. Follow the issuer’s instructions and pay any undisputed amount on time.

A phone call to the mover or an online complaint usually doesn’t replace the written notice to the card issuer. Don’t assume the same 60-day procedure applies to a debit card, ACH payment, wire, cash, or peer-to-peer transfer. Contact those payment providers immediately and ask what merchant-dispute or error process is available.

Send a written refund demand

Keep the tone factual. State what happened, identify the document that supports your position, and ask for an itemized response if the company disagrees.

Use a reasonable deadline, such as 10 business days, unless your contract or state law provides another deadline. Send the letter to the address in the contract or billing statement, and email it as well. Keep a copy and proof that it was delivered.

Subject: Written refund request for booking [number]

I paid [amount] on [date] for [describe the moving service]. I [canceled on date and time / did not receive the scheduled service / dispute the following charges: ...].

The signed agreement states: “[quote the relevant term].”

I am requesting $[amount]. My calculation is:
[brief calculation showing the payment, disputed charge, and any contractually permitted fee].

Please return the amount to the original payment method and provide written confirmation. If you disagree, please identify the contract term and provide an itemized explanation for each amount retained.

Attached are copies of the agreement, estimate, payment record, notices, invoice, and supporting photographs or receipts. Please respond by [date].

I reserve the right to use the applicable payment-dispute, complaint, arbitration, or court process.

Sincerely,
[Name]
[Address]
[Email and phone]

A written refund promise is valuable evidence. If the company offers a partial refund, ask whether accepting it requires signing a release and what claims the release covers.

Escalation options when the mover refuses

Use the route that matches the move:

1. Company escalation: Ask for a supervisor or claims department. Confirm every phone conversation by email and write down the date, name, and substance of the call.
2. Interstate complaint: If the move crossed state lines, submit a complaint to FMCSA and include the mover’s USDOT number, documents, dates, and disputed amount.
3. State complaint: For an intrastate move, contact the state transportation or licensing agency and attorney general. Their authority and complaint procedures vary.
4. Payment provider: Submit a timely credit card dispute or the applicable debit, ACH, or wire complaint.
5. Arbitration: Check whether the contract requires arbitration, permits it, or imposes a deadline.
6. Small claims or civil court: Check the correct legal entity, filing limit, venue, service rules, statute of limitations, and arbitration clause before filing.

A complaint agency may investigate patterns or violations but may not decide how much private compensation you’re owed. A court judgment also may require separate collection steps.

Common mistakes that weaken a refund request

• Relying on a phone promise without written confirmation
• Waiting past a credit card’s 60-day written-dispute window
• Demanding a full refund without addressing a clearly disclosed cancellation term
• Treating the 110 percent delivery rule as a deposit-refund guarantee
• Mixing a property-damage claim with an unrelated cancellation dispute
• Throwing away damaged goods or packaging before documenting them
• Recording calls without checking the consent law where the participants are located
• Signing a release before confirming the refund amount and payment date
• Filing against a brand name instead of the legal company named in the contract

Frequently asked questions

Can a moving company keep my deposit after I cancel?

It may be able to keep an amount if the contract clearly authorizes the charge and applicable state law permits it. There is no blanket rule making every moving deposit refundable or every cancellation fee enforceable. Ask for the exact contract term and an itemized explanation.

Does the interstate 110 percent rule mean I’m entitled to a refund?

No. It generally limits what an interstate mover may require at delivery when a non-binding estimate applies. It doesn’t decide whether a cancellation deposit is refundable or whether the final invoice is accurate.

Is a credit card chargeback automatic?

No. The issuer investigates the dispute under its billing-error and network procedures. Provide documents showing that the service was not provided, the amount was wrong, or a promised refund was not credited.

What should I do if my belongings were damaged?

File a separate written claim under the valuation option in your moving documents. Photograph the damage, preserve the item and packaging, document the value, and submit the claim within the applicable deadline.

How long will a moving company refund take?

There is no single nationwide deadline for a cancellation refund. The contract and state law may control. Credit card disputes have separate issuer timelines, and loss or damage claims follow a different claims process.

Start today by downloading the signed contract, estimate, invoice, and payment record into one folder. Then write a dated timeline and send a specific refund request before any payment-dispute or legal deadline expires.