This guide explains when a refund or charge review is possible and how to submit a complete request.
What this is
Refund eligibility depends on delivery outcome, cancellation timing, and available evidence.
What to provide
- Share order ID and the reason for the request.
- Attach relevant screenshots or proof.
- State whether you want refund or account credit.
What happens next
- Support validates order timeline, payment records, and evidence.
- You receive a case update with outcome and expected processing timeline.
- Complex cases may require additional information before final decision.
Support will confirm next steps and timeline after verifying order and payment records.
Payment after cancellation
A cancellation fee is disclosed before you confirm. A pending fee has not yet been confirmed as collected; a fee under review needs attention from Maxmove. If no fee applies, the full uncaptured hold is released. If a fee applies, only the agreed amount is retained and the remaining authorization is released. Money already captured is refunded as applicable, rather than released as a hold. Invoice payments are adjusted on the ledger. Bank processing can take additional time after Maxmove finishes the adjustment.
See Edit or cancel an order for free periods, waivers and exclusions. If the amount or status looks wrong, contact support with the order ID; do not create another payment to resolve a pending adjustment.