Moving dates slip. Rescheduling is free, and you can do everything yourself from the link in your confirmation email — no phone call needed.
| What you want to do | When | What happens |
|---|---|---|
| Reschedule your delivery | 48+ hours before delivery | Free, up to 2 times, subject to availability |
| Reschedule your delivery | Under 48 hours | Call us — we'll help if we can, but we can't promise |
| Cancel your booking | 48+ hours before delivery | 100% refund |
| Cancel your booking | Under 48 hours | 50% refund |
| Cancel after delivery | Any time | No refund. Equipment still needs to come back. |
| We cancel on you | Any time before delivery | 100% refund |
The 48-hour cutoff is measured against the start of your delivery window — 8:00 AM for a morning delivery, 3:00 PM for an afternoon one — in Las Vegas time.
Inside 48 hours? Call us. Your slot is already committed against a driver and a route, so we cannot promise a change — but if we can move it, we will, and we will not charge you for it.
Cancel 48 or more hours before your delivery window starts and you get 100% of what you paid back to your original payment method. No fee, no questions.
Cancel inside 48 hours and you get 50% of what you paid back. We keep the other 50%.
We are telling you why, because a refund rule nobody understands is a chargeback waiting to happen: inside 48 hours your totes have been counted, cleaned and pulled from stock, your slot has been assigned to a route, and it is realistically too late for another customer to take it. The 50% reflects that. It is not a penalty for changing your mind.
If you are not sure whether your move is happening, reschedule instead of cancelling — it's free. Do it early: self-serve rescheduling closes 48 hours before delivery, and your new date can be up to six months out.
Once the equipment has been delivered, the rental is not refundable, in whole or in part. That includes finishing your move early and wanting the totes collected sooner than scheduled — we are glad to collect early if we can, but the price stays the same.
Cancelling after delivery does not end your responsibility for the equipment. It still has to come back, and everything in the Rental Agreement about your responsibility for the equipment and late returns continues to apply until we recover it.
An extension you requested and we approved is not refundable once the extended period has begun. If you ask to cancel an approved extension before the extended period starts, we will refund it in full.
Self-serve, and fastest: use the secure "Manage or reschedule your booking" link in your confirmation email. It handles both, applies the correct refund automatically, and frees your slot immediately. Refunds started this way begin processing straight away.
By phone or email: call (702) 509-MOVE or email info@bincitylv.com with your booking reference (BC-XXXXXX). A cancellation is effective when we receive your request, not when we reply — so if you are close to the 48-hour line, use the link or send the email and let the timestamp protect you.
Lost your confirmation email? Check spam, then email us and we will resend it.
If we cancel your booking before delivery for any reason other than your own default — no inventory, a vehicle problem, an address we cannot serve, or one of the events outside our control described in the Terms & Conditions — you get 100% of your money back, and we will offer you the next available window first.
We do not charge a failed-attempt fee for a visit we missed, or for one missed because of weather, road closures, or another event outside either party's control.
Our liability if we cannot deliver is your refund. We are not responsible for other costs your move incurs as a result — a booked truck, movers' time, or a storage unit. That limitation is set out in the Rental Agreement.
Not cancelling is not the same as cancelling. If we arrive for a delivery and nobody is there, or we cannot get access, that is a failed attempt — a $35.00 fee under the Rental Agreement — and it is not treated as a cancellation. Your booking stays live and your rental price is not refunded.
After a failed delivery, we'll contact you to set a new delivery time at the next available window, and your pickup date moves with it so you still get your full rental period.
If you know you will not be there, cancel or reschedule. Rescheduling is free and always cheaper than a failed attempt.
If you think a charge is wrong, please email info@bincitylv.com first. We will look at it properly, we keep delivery and pickup photographs, and if we got it wrong we will refund it without argument.
A chargeback filed without contacting us takes weeks, costs us a fee whatever the outcome, and gets you your money more slowly than we would have. Where a chargeback is filed for a charge that was correctly applied under this policy and the Rental Agreement, we will respond with the booking record, your acceptance record, and the photographs.