Attorney review required. This document is a draft prepared for the website launch. A California-licensed attorney should review it before production reliance. Until then, treat this text as a working summary rather than a binding policy.

Refund Policy

Effective date: 2026-05-27 Last updated: 2026-05-27 Company: 365 DELIVERY LLC, 13947 Oxnard St, Unit 206, Van Nuys, CA 91401 Contact: 365deliveryin@gmail.com · +1 (424) 457-7879

This policy explains when, how, and on what timeline 365 DELIVERY LLC issues refunds. It applies to every booking made through 365delivery.com or directly with our team.

1. The 24-hour rule (the default)

| Timing of your cancellation | Refund | |---|---| | More than 24 hours before the booked start time | Full deposit refund within 5 business days | | Within 24 hours of the booked start time | Deposit is non-refundable, but you may reschedule once at no extra charge subject to crew availability | | No-show (you do not appear at the pickup address within 60 minutes of the scheduled window and do not respond to crew calls) | Deposit forfeited and a $150 crew-dispatch fee may apply |

The booked start time is what appears on your booking confirmation in the Pacific Time zone, regardless of your local time zone.

2. When we cancel on you

If we cancel for any reason within our reasonable control:

• Full deposit refund within 5 business days.
• 10% discount credit good for one future booking within 12 months.
• If the cancellation forces you to book a more expensive alternative, contact us — we will consider compensating the documented price difference up to one (1) crew-day of our standard rate.

We do not penalize ourselves for cancellations caused by force majeure events (wildfires, earthquakes, civil emergencies, government orders, severe weather that makes the route unsafe). In those cases we reschedule at no charge and prioritize you on the next available slot.

3. Partial refunds during or after the move

• You stopped the move before any work began: the crew is dispatched; we keep the deposit but refund any portion you paid above it.
• You stopped the move mid-job for your own reasons: we bill for the work performed (crew-hours × posted rate, plus disposal / supplies actually consumed) and refund the unused balance.
• We failed to finish for our own reasons: we charge only for the portion of the work that was useful to you and refund the rest. If the partial result was unusable (e.g., we abandoned the move mid-load), we issue a full refund.
• Damage on our part: see §5.

4. Surcharges and the no-surprise rule

Surcharges applied on-site are not eligible for refund if they were:

1. Listed in your booking confirmation as posted in §4 of the Terms of Service, and
2. Caused by a condition you did not disclose at booking, and
3. Documented in writing on-site before work resumed.

If you disagree with an on-site surcharge, ask the crew to pause and call our office at +1 (424) 457-7879. We will not start work until the surcharge is mutually accepted in writing. Once accepted, the surcharge is owed regardless of subsequent refund discussions for other portions of the move.

If a surcharge was applied without the written acknowledgment described above, it is refundable in full.

5. Damage claims

If we damage your property, we want to make it right.

1. Document at the time: ask the crew to photograph the damage before leaving. Note the item, the location, and any pre-existing condition.
2. File a claim: email 365deliveryin@gmail.com with subject "Damage Claim — [your booking ID]" within 9 months of the move date. Attach photos, item details, an estimate of value, and any repair quotes.
3. Review: we respond in writing within 10 business days. We will request additional documentation if needed.
4. Resolution: under the basic carrier protection ($0.60 per pound per article), the maximum payable is computed by item weight. Under full-value protection (if you purchased it at checkout), the item is repaired, replaced, or reimbursed at current market value, subject to the disclosed deductible.
5. Payment: approved claims are paid within 30 business days from final approval.

The 9-month window mirrors the federal household-goods claims standard (49 C.F.R. §370.3). Claims filed after 9 months may still be considered at our discretion but are not contractually owed.

For Partner Network moves, the partner carrier's tariff governs damage claims for the transport leg. 365 DELIVERY will facilitate the claim with the partner carrier; the partner carrier handles the payout.

6. How refunds are processed

• All refunds are issued to the original payment method through Stripe.
• Card refunds: typically appear on your statement within 5–10 business days.
• Apple Pay / Google Pay / Link refunds: same timeline as the underlying card.
• We do not refund to a different card, bank account, or check.
• If your original card is closed or expired, contact us — we may be able to coordinate a manual refund through Stripe's tools.

7. Stripe dispute and chargeback

Before initiating a chargeback with your card issuer, please contact us first — we can usually resolve the issue faster and without involving your bank.

If you do file a chargeback, we will provide Stripe with the booking record, communications, and any photographic evidence. A chargeback initiated without first contacting us may delay the resolution and, if upheld in our favor, count as a cancellation forfeiting any future booking credit.

8. Dispute escalation path

If you and we cannot agree on a refund:

1. Step 1 — Direct conversation: call +1 (424) 457-7879 or email 365deliveryin@gmail.com with the full context. Most disputes resolve at this stage.
2. Step 2 — Written demand: if Step 1 fails after 30 days, send a written demand by certified mail to the address on the booking confirmation. Include the booking ID, the amount in dispute, and the relief requested. We will respond in writing within 21 calendar days.
3. Step 3 — Regulatory or legal forum:

- For direct (non-partner) moves, you may file a complaint with the California Department of Consumer Affairs and / or initiate a small-claims or civil action in Los Angeles County courts. - For Partner Network moves, you may also file a complaint with the California Public Utilities Commission Consumer Affairs Branch referencing the partner carrier's CAL-T# (printed on your booking confirmation). - By mutual agreement, the parties may submit the dispute to binding arbitration through JAMS in Los Angeles.

Nothing in this policy waives your statutory rights under California law or federal law.

9. Refunds for marketing or promotional credits

Promotional credits (e.g., the 10% discount from §2) are not redeemable for cash, are not transferable, and expire 12 months after issuance unless we state otherwise in writing.

10. Contact

365 DELIVERY LLC 13947 Oxnard St, Unit 206 Van Nuys, CA 91401 +1 (424) 457-7879 365deliveryin@gmail.com

For any refund question, lead with the booking ID. It speeds everything up.