Refund Policy
Book with confidence. Changed your mind? No problem.
Last updated: August 30, 2026
Cancellation & refund tiers
Before hauler dispatch
Full refundChanged your mind? Cancel anytime before we dispatch a hauler and you get every penny back. No questions asked.
After hauler is en route
Partial refundOnce a hauler is on their way, they've committed time and fuel. We'll refund 50% to your original payment method — or give you a full account credit toward a future pickup. Your choice.
No-show (item not at curb)
No refundThe hauler drove to your address and your items weren't curbside. Make sure everything is out before your pickup window.
Items missing from the curb
Tell us before hauler dispatch if a booked item will not be included, or if it is already missing, and it qualifies for the full item refund below. After dispatch, this rule only applies when the item was placed at the curb or other approved pickup spot and later disappeared, including an item likely taken by someone else. An item that was never set out and was not reported before dispatch follows our unavailable-items and no-show rules instead.
Reported before hauler dispatch
100% item refundTell us before a hauler accepts or is assigned and we will refund 100% of the missing item's booked value.
Reported after hauler dispatch
75% item refundOnce a hauler accepts or is assigned, we reserve capacity and hauler pay based on the booked job size. We will refund 75% of the missing item's booked value. The remaining 25% helps cover that fulfillment commitment.
The booked value is the amount the missing item contributed to your order total. If other items still need pickup, the base cost of that pickup remains with those items. If every booked item is missing, the booked value is the full item total. Contact us as soon as you notice an item is gone.
How do I know which missing-item refund applies?
For the missing-item rule above, a hauler is dispatched once they accept or are assigned to your pickup, even if they have not started driving yet. We normally send a confirmation text at that point. When in doubt, text or call us at (844) 879-0892 and we'll confirm your status instantly.
Our service guarantee
If your item is damaged during pickup, picked up incorrectly, or the hauler doesn't show during your window — contact us within 24 hours. We'll issue a full refund or re-dispatch at no charge. Your choice.
We stand behind every pickup. If something goes wrong on our end, we make it right.
How long do refunds take?
Refunds are processed within 1–2 business days. Depending on your bank, it may take an additional 5–10 business days to appear on your statement. Account credits are applied immediately.
Account credits
- Credits never expire
- Apply to any future Dropcurb pickup
- Non-transferable
- Cannot be redeemed for cash
Before filing a bank dispute
Please reach out to us before filing a dispute with your bank. We resolve most issues within 24 hours — often faster. Filing a chargeback adds fees and delays for everyone. We'd rather just fix it directly.
How to cancel or get help
Text or call us anytime. Real humans, fast responses.
(844) 879-0892