Payment, Cancellation & Refund Policy

MoveLoL facilitates payments between Customers and verified Movers through Stripe. HZ Tech charges a 12% platform fee on Platform checkout transactions unless otherwise disclosed at payment.

Movers receive net payouts via Stripe Connect after job completion steps described below. HZ Tech is not a bank and does not hold funds outside the payment processor workflow.

Until payment is completed, acceptance does not guarantee scheduling. Until the PIN is entered, payout is not released through the Platform workflow.

• 1. Job posted — Customer publishes job details; Movers submit bids.
• 2. Bid accepted — Customer selects a verified Mover; job status becomes awarded.
• 3. Customer pays — Customer completes Stripe Checkout for the accepted bid amount.
• 4. Move performed — Mover performs services on the agreed date/window.
• 5. Completion PIN — Customer provides a 6-digit PIN; Mover enters it to mark the job complete.
• 6. Payout — Net amount (after platform fee) is released to the Mover's connected Stripe account, subject to Stripe timing and compliance holds.

The 12% platform fee is deducted from the transaction before Mover payout unless otherwise stated.

If a bid is marked "tip included," gratuity is part of the quoted bid amount. Post-completion tips may be added in future product versions; currently, adjust expectations at bid time.

Stripe processing fees are handled within our payment configuration and may affect net payout.

After you complete Platform payment, you have 24 hours from the payment confirmation timestamp to cancel the job through the Platform or by emailing support@movelol.com and receive a full refund of the move payment (including any amount designated for the Mover's services through Platform checkout), unless the move has already been completed or a completion PIN has been used.

Cooling-off refunds are not available after 24 hours have passed, except where required by law or as expressly approved by HZ Tech in writing.

Platform fees included in the checkout amount are refunded with an approved cooling-off cancellation. Stripe processing timelines still apply (typically 5–10 business days).

Customers may delete or edit open jobs before accepting a bid. Movers who bid will be notified of edits and may revise or withdraw bids.

No Platform payment applies because no checkout has occurred.

If a bid is accepted but the Customer has not paid, either party should communicate promptly. Customers may select another bid only while the job remains unpaid and open per Platform rules.

HZ Tech may allow job reset to open status in limited cases; contact support@movelol.com.

Once the 24-hour cooling-off period has expired, cancellations are subject to the rules below.

If you cancel less than 24 hours before the scheduled move window (based on the accepted bid's proposed time or the job's preferred pickup window, whichever is earlier), you are not entitled to a refund of Platform checkout amounts, except where required by law or where HZ Tech expressly approves a goodwill refund.

Customers seeking to cancel outside the cooling-off period should contact the Mover immediately and email support@movelol.com. HZ Tech may assist in mediation but is not obligated to issue refunds for change of mind, weather, or service quality disputes.

If a Mover cannot perform, they must notify the Customer and support promptly. Repeated cancellations may lead to account suspension.

Approved refunds are processed through Stripe to the original payment method. Timing depends on banks (typically 5–10 business days).

• Cooling-off: full refund within 24 hours of payment (Section 4).
• Late customer cancel: no refund if less than 24 hours before scheduled move (Section 7).
• Duplicate or erroneous charges: contact support within 7 days.
• Mover no-show without reasonable notice: partial or full refund may be considered with documentation.
• Material misrepresentation in job posting or bid: reviewed case-by-case.
• Dissatisfaction with quality: not guaranteed; pursue Mover's insurance and dispute process.

Contact support@movelol.com before filing a chargeback so we can investigate.

Chargebacks may result in account suspension, withheld Mover payouts, and recovery of Stripe dispute fees to the extent permitted.

Movers must complete Stripe Connect onboarding to receive payouts. Payout timing follows Stripe's schedule (often 2–7 business days after transfer, subject to first-payout holds).

If Connect is not configured at PIN completion, the job may still be marked complete but payout will be delayed until onboarding is finished.

Unverified Movers may bid, but Customers cannot pay through the Platform for those bids. Any payment arrangement is solely between Customer and Mover off-platform. HZ Tech is not responsible for off-platform payments.

We may update this policy. Continued use after posting changes constitutes notice. Material payment changes may be communicated by email.

Questions: support@movelol.com | Legal: legal@movelol.com