If you decide to cancel before any physical service has begun (e.g., survey, packing, pickup, or documentation), the following terms apply:

Administrative or third-party fees may include, but are not limited to:

• Pre-move survey or inspection costs

• Labor and scheduling costs

• Port booking or trucking reservations

• Customs, insurance, or documentation fees already processed

Once packing, loading, or transportation has started, the following applies:

• No full refund can be issued, as significant operational costs have been incurred.

• The customer remains responsible for all actual expenses incurred up to that point (packing materials, labor, fuel, handling, port fees, etc.).

• Any demurrage, detention, or storage costs resulting from the cancellation or delay will be billed directly to the customer.

• If the shipment is already in transit or at port, it cannot be recalled without written approval from the shipping line or carrier — and all related costs will be borne by the customer.

• Approved refunds will be processed within 15–20 business days of written approval by Universal Relocations management.

• Refunds are issued to the original mode of payment or via bank transfer.

• Any bank charges, wire transfer fees, or currency conversion losses are non-refundable.

• Refunds will only be made to the payer of record (the person or entity who made the payment).

Certain costs are non-refundable under any circumstances once incurred, including:

• Insurance premiums (once policy coverage has been activated)

• U.S. Customs or international documentation fees

• Third-party vendor or port handling charges

• Warehouse or storage fees already billed

• Fuel surcharge, trucking deposit, or port booking deposits

• Surveys or administrative coordination fees

• If you wish to postpone your move rather than cancel, we will make every effort to accommodate your request based on crew and equipment availability.

• Any rescheduling made within 72 hours of the pickup date may incur a rescheduling fee (equivalent to 10–15% of the total quote) to cover crew and operational commitments.

• Postponement does not automatically waive cancellation fees if a new confirmed date is not provided within 30 days of the original booking.

• Shipments may be placed on hold at the origin, transit, or destination port if payments are not made per the agreed terms.

• Any resulting demurrage, detention, or port storage fees will be the responsibility of the customer.

• Universal Relocations reserves the right to withhold release or delivery of the shipment until all outstanding payments and charges are cleared in full.

Universal Relocations shall not be liable for cancellations, delays, or non-performance caused by events beyond its reasonable control, including but not limited to:

• Natural disasters (flood, fire, earthquake, hurricane, etc.)

• Labor strikes, civil unrest, or government restrictions

• Port congestion, carrier delays, or vessel schedule changes

• Customs or quarantine holds
  In such cases, refunds will be reviewed on a case-by-case basis, and documentation of the circumstances will be maintained for transparency.

If a customer disagrees with Universal Relocations’ decision regarding cancellation, refund, or service-related issues, they may file a complaint through the Moving Authority Arbitration Program — a service mandated by the U.S. Department of Transportation (DOT).
This program provides a neutral third-party process for resolving disputes between household goods movers and customers, including:

• Damage or loss claims

• Disputes over additional charges or incomplete services

• Cancellation or refund disagreements

(Full details and contact information for the Arbitration Program are provided in the attached document.)