1. Policy Overview & Consumer Fair-Practice Commitment
At RNS Express Logistics & Relocation Services LLC ("RNS Express Logistics"), we recognize that moving schedules, commercial supply chain demands, and delivery requirements frequently shift. Our Cancellation and Refund Policy is established in accordance with federal transportation standards (49 CFR Part 375) and Google Ads consumer protection requirements to ensure straightforward, fair, and reliable dispute resolution.
Key Guarantee: Unlike unethical rogue movers that withhold initial deposits, RNS Express Logistics provides a guaranteed 100% full refund of your booking reservation deposit if you cancel your residential move at least 72 hours prior to your scheduled pickup date.
2. Household Goods & Interstate Moving Cancellations
For residential, corporate relocation, and vehicle shipping reservations:
| Cancellation Notice Window |
Refund Eligibility |
Notes & Processing |
| 72+ Hours Prior to Move Date |
100% Full Refund |
Full refund returned to original payment card or bank account with zero cancellation fees. |
| 24 to 71 Hours Prior to Move Date |
Full Credit or Refund Less $150 Fee |
Customer may transfer 100% of deposit to an alternate date within 12 months, or receive refund minus $150 crew scheduling fee. |
| Less than 24 Hours / On Moving Day |
Deposit Retained as Dispatch Fee |
When trucks and crews have already been staged, the initial booking deposit is non-refundable to cover driver mobilization expenses. |
3. Commercial Freight (FTL & LTL) Cancellations & TONU
For Full Truckload (53ft Dry Van / Reefer / Flatbed) and Less-Than-Truckload commercial freight contracts:
- Cancellation Prior to Dispatch: If commercial freight tenders are cancelled prior to the dispatch of our tractor-trailer to the shipper's origin facility, no cancellation or penalty fees apply.
- Truck Order Not Used (TONU): If a dedicated semi-tractor trailer arrives at the shipper's origin facility or is en route within two (2) hours of scheduled loading time, and the shipment is cancelled or unavailable for loading, a standard industry TONU fee ($150 - $250) will be assessed to compensate driver repositioning and lost transit hours.
- Driver Detention: Standard freight contracts include two (2) free hours for loading and two (2) free hours for offloading. Detention beyond this period is billed at published hourly tariff rates.
4. Refund Methods & Processing Timelines
Once an eligible cancellation request is verified by our accounting division:
- Method of Refund: All approved refunds are issued exclusively to the original payment method utilized during the initial transaction (e.g., credit card, ACH bank transfer, or electronic check).
- Processing Timeline: We initiate the refund within 24 to 48 hours of cancellation approval. Depending on your financial institution or credit card issuer, funds will reflect in your account within 5 to 7 business days.
- Written Confirmation: A digital cancellation receipt and transaction refund voucher will be emailed to your primary billing email address for your records.
5. Flexible Move Rescheduling
We understand that real estate closing dates, home escrow delays, and job transfer timetables can fluctuate. If you simply need to change your scheduled moving date:
You may reschedule your service date at no cost by notifying our dispatch team at least 48 hours prior to your scheduled move. Your entire deposit will be automatically transferred to your new requested date, subject to equipment and crew availability.
6. Cargo Damage Claims & Insurance Reimbursements
Refunds or reimbursements for physical damage or loss incurred during transit are processed separately under our cargo valuation terms and federal FMCSA claims guidelines:
- Claims must be filed within 9 months of delivery using our electronic claims portal or via email to support@rnsexpresslogistics.com.
- Our claims department will formally acknowledge receipt of your claim within 30 days and provide an official settlement offer or resolution within 120 days.
- Approved claim settlement payments are disbursed via corporate bank check or direct wire transfer within ten (10) business days of executed release agreement.
