We want every customer to feel good about working with Charm City Junk Removal. This policy explains how cancellations, rescheduling, deposits, and refunds work so there are no surprises.
1. Cancelling or Rescheduling an Appointment
- More than 24 hours before your scheduled arrival window — cancel or reschedule at no charge.
- Less than 24 hours before your arrival window — a cancellation fee of up to $50 may apply to cover routing and crew planning.
- Same-day cancellation after the crew has been dispatched — a trip fee of up to $95 may apply.
- To cancel or reschedule, please call (410) 555-0144, reply to your confirmation text, or use your customer portal.
2. No-Show Policy
If our crew arrives during the scheduled arrival window and we cannot reach you or access the property within a reasonable time (typically 20 minutes), the appointment will be treated as a no-show and a trip fee of up to $95 may be charged. We will always try to call, text, and knock before leaving.
3. Deposits on Larger Jobs
- For jobs estimated at $1,000 or more (or as otherwise noted on your estimate), we may require a deposit before we hold a date on our schedule.
- Deposits are typically 25% of the estimated total and are applied to your final invoice.
- Deposits are fully refundable if you cancel more than 72 hours before your scheduled arrival window.
- Within 72 hours of your scheduled arrival window, deposits become non-refundable because we have committed crew, equipment, and dump capacity to your job.
- If you reschedule (rather than cancel) within that window, your deposit will normally be transferred to the new date at no extra cost.
4. Completed Work Is Generally Non-Refundable
Because junk removal is a labor and disposal service, completed work is generally non-refundable once items have been removed and disposed of. We cannot return items to you once they have left the property.
5. Customer Satisfaction Concerns
If something about your job didn't meet expectations, please tell us within 48 hours of completion. We will review the situation in good faith and may, at our discretion:
- Send a crew back to address a missed item or area.
- Offer a partial credit or refund based on the portion of the job affected.
- Apply a discount toward a future job.
The earlier you let us know, the more options we have to make it right.
6. Partial Refunds
Partial refunds may be issued when, for example, only part of a quoted job was completed, an item that was paid for could not be removed, or a billing error occurred. Refund amounts are calculated based on the portion of work not delivered.
7. Additional Charges for Increased Job Scope
If items, weight, or access conditions on the job site differ materially from what was estimated, our crew lead will provide an updated price before performing the additional work. Charges added on-site reflect the actual scope completed and are not eligible for refund once the additional work has been performed and approved.
8. Refund Review Process
- Send your request to hello@charmcityjunk.com or call (410) 555-0144.
- Include your name, job date, invoice number, and the reason for the request.
- We aim to respond within 2 business days and to resolve approved refunds within 5–10 business days.
- Refunds are issued back to the original payment method through Stripe. Bank posting times vary.
9. Payment Disputes and Chargebacks
If you have a billing concern, please contact us first — most issues can be sorted out quickly. Filing a chargeback before contacting us delays resolution and can result in additional fees from the card network. If a chargeback is found to be invalid, the original balance plus any chargeback fees may be re-billed.
10. Contact for Refund Requests
Email hello@charmcityjunk.com or call (410) 555-0144. We're a small Baltimore team and we genuinely want every customer to walk away happy.