Refund & Credit Policy for 7Moving Companies

This policy explains how we handle billing questions, lead credit requests, and refunds for moving companies. It forms part of our Terms and Conditions (see Clause 6). Words with capital letters that are not defined here have the meaning given in the Terms.

We want to handle billing and credit requests fairly while keeping the lead system reliable. My Good Movers sends consumer requests to independent moving companies. We cannot guarantee the outcome of any lead, so refunds and credits apply only in the cases described below.

Leads come from information consumers submit. We do not guarantee that a consumer’s information is complete, that they will reply, that they will book a move, or that they will choose you. A quote-form lead may be sent to up to three moving companies; a lead from your ad or your profile goes only to you. Delivering a lead that meets the requirements of your plan completes the service you paid for.

• Subscription fees are non-refundable once a billing period has started, except where the law requires otherwise. This includes fees paid in advance for a longer term, such as yearly Premium or Featured Partner for 3, 6 or 12 months.
• Per-lead fees are final, except for billing corrections (below) and the lead-quality credit cases in Section 05. We never charge twice for the same consumer, we never charge for a lead whose move date has passed, and our system runs automated checks on each lead before charging. These checks cannot catch every problem, which is why the credit cases in Section 05 exist.
• Approved lead-quality credits are usually given as account credit, not cash.

Billing corrections. Confirmed duplicate or erroneous charges will be corrected in full. These corrections are separate from discretionary lead-quality credits and do not limit rights available under applicable law. The same applies to any charge you did not authorise. A billing error includes being charged more than once for the same consumer, being charged for a lead whose move date had already passed, and being charged because of a test lead or a system error.

We correct a confirmed billing error by refunding the amount to your original payment method, or as account credit if you ask for that. The time limit in Section 04 and the conditions in Section 06 do not apply to billing corrections. Please tell us about a billing error as soon as you notice it (see Section 07).

You must request a lead-quality credit under Section 05 within seven (7) calendar days of the date the lead was delivered. We cannot review lead-quality requests sent after this time.

This time limit does not apply to billing corrections (Section 03), or to any right that cannot legally be excluded.

Billing errors: always corrected in full

If any of these are confirmed, we correct the charge in full under Section 03. This is not discretionary.

• Duplicate charge: you were charged more than once for the same consumer (the same name, email or phone number).
• Past move date: you were charged for a lead whose move date had already passed.
• Test lead or system error: you were charged for a test lead or because of a system error.
• Wrong or unauthorised charge: you were charged an amount you did not agree to, or a charge you did not authorise.

Lead-quality credits: reviewed case by case

We review lead-quality credit requests in these cases:

• Invalid contact details: at the time of delivery, the phone number was disconnected or not in service, the email address was not valid, or the details were clearly fake.
• Spam lead: we confirm the lead was automated spam.

A lead-quality request that fits one of these cases is reviewed, but credit is not automatic.

We don’t give a lead-quality credit when:

• the consumer did not answer your calls or emails;
• the consumer chose another moving company;
• the consumer canceled or postponed the move;
• the lead did not turn into a booking;
• the consumer was comparing prices;
• you could not offer a competitive quote or chose not to take the job;
• the lead was incomplete but still had a working way to contact the consumer;
• the consumer also contacted other platforms; or
• you first contacted the consumer more than 24 hours after the lead was delivered.

These conditions apply only to lead-quality credit requests. They never prevent us from correcting a confirmed billing error under Section 03.

Send your request through the Request credit option in your account dashboard, or email [email protected] with:

• the lead ID number;
• the reason for your request (see Section 05); and
• any evidence you have, such as call logs, screenshots, or bounce-back emails.

To report a billing error, use the same option or email us with the date and amount of the charge and why you think it is wrong. We may reject lead-quality requests that are incomplete or have no supporting information. If a billing error report is incomplete, we will ask you for what we need.

We review each request using our system records and the evidence you send. We may ask you for more information. We will tell you our decision within 10 business days of receiving a complete request.

• Lead-quality credits. If we approve a lead-quality request, we may give you a replacement lead, a full credit, or a partial credit to your account. These credits cannot be exchanged for cash unless the law requires it, and they expire 90 days after they are issued.
• Promotional credits. Credits we give as a promotion or goodwill gesture have no cash value and follow the terms we show when we give them.
• Billing corrections are not credits that expire. A wrongly charged amount is your money. If we correct it as account credit at your request and you don’t use it, or you can no longer use it, we refund it to your original payment method on request. If that payment method is no longer available, we refund it another way.

If your account closes. Any billing correction we still owe you is refunded to your original payment method. Unused lead-quality and promotional credits end when your account closes and are not paid out, unless the law requires it. If we close your account for a reason other than a breach of our Terms, we refund unused lead-quality credits to your original payment method.

Free trial. If you start a free trial of Premium (7 to 15 days, as shown before you start), you can cancel at any time during the trial from your account dashboard and you will not be charged. We email you a reminder before your trial ends. If you do not cancel, your card is charged at the end of the trial and the normal rules below apply.

Subscriptions give you access to the Platform, your listing, lead delivery, and account tools from the moment they start. For this reason, subscription fees are non-refundable once a billing period has started.

You can cancel at any time in your account dashboard or by emailing [email protected]. Cancellation of a fixed fee (Premium, state add-ons or the Featured Partner fee) takes effect at the end of your current billing period, and you will not be charged again after that. We do not give pro-rated refunds of fixed fees for the rest of the current period.

Stopping new paid leads straight away. You can stop new paid leads at any time, in your account dashboard or by emailing [email protected]. This applies to the Lead Program, Featured Partner and Sponsored Ads. From that moment, we send you no new paid leads and you are not charged for leads delivered after we receive your request. For Featured Partner and Sponsored Ads, your ad stops taking quote requests. Leads delivered before you stopped them remain payable, subject to Sections 03 to 09.

Minimum commitments. If a program or package has a minimum term or commitment, we show it to you before you buy. Apart from stopping new paid leads, My Good Movers can also end a paid program immediately in the cases described in our Terms for Moving Companies.

If you pay in advance for a longer term (yearly Premium, or Featured Partner for 3, 6 or 12 months), cancellation takes effect at the end of that term, and we don’t refund unused months. For yearly Premium, we email you at least 30 days before it renews.

When you submit a profile article, we place a hold for the article fee on your card and take the payment after our review. If you cancel before our review starts, the hold is released and you pay nothing. If your article needs changes, you can fix it and submit it again at no extra cost. If we can’t approve it, the hold is released. Once an article is published, its fee is non-refundable, including if the article is later removed because it breaks our rules or at your request. Your first text edit within 30 days of publishing is free; later edits are charged when you submit them. See our Terms for Moving Companies.

We may deny requests or restrict an account if we see misuse, such as repeatedly disputing valid leads, sending misleading claims, disputing an unusually high share of the leads you receive, or trying to get around our billing rules. Serious or repeated misuse may lead to suspension or termination under the Terms.

Please contact us before raising a chargeback or payment dispute with your bank or card provider. Most billing issues can be fixed quickly. Asking you to contact us first does not remove your right to dispute a charge with your bank or card provider.

If you raise a chargeback, responsibility for the disputed amount depends on the outcome, our agreed terms, applicable law and the payment provider’s rules:

• If the dispute is decided in your favour, or we find the charge was wrong, you don’t pay the disputed amount or any fees for the dispute.
• If the charge is found to be valid, you remain responsible for the amount, and we may recover the reasonable processing fees we were charged for the dispute where our terms and the law allow.

We may pause paid programs while a dispute is reviewed. Your Basic listing and your reviews are not affected. Repeated unfounded chargebacks may lead to termination.

If you disagree with a credit decision, you can ask for one review by a different member of our team within 14 days of our decision. Send the request to [email protected] with any new information. The result of that review is our final decision under this policy. It does not affect any rights you have under Clause 12 of our Terms and Conditions or under applicable law.

We may update this policy. For material changes, we will give you at least fourteen (14) days’ notice by email or in your dashboard before they take effect.

We apply the version of this policy that was in force when the purchase was made or the lead was delivered. A later change does not remove a claim you already have, even if you have not submitted it yet, as long as you submit it within the time limit of the version that applies.

• Email: [email protected]
• Phone: (239) 799-6077
• Contact form: mygoodmovers.com/contact-us