Refund Policy.

1. Overview & scope

EarthMove operates a marketplace connecting customers with suppliers and drivers for bulk aggregate materials (fill dirt, road base, crushed stone, topsoil, sand, gravel, and similar). Because we ship physical bulk materials with significant logistical commitments — driver dispatch, supplier hauling, route planning — our refund policy reflects when costs become unrecoverable for our partners and us.

This policy covers refunds for orders placed at earthmove.io and through our marketplace partners. Separate refund terms apply to Groundcheck subscriptions.

This policy applies to orders placed by both registered account holders and guest checkout users. Where this policy is silent, our Terms of Service govern.

2. Order cancellation window

You may cancel an order and receive a full refund at any time before the order has been dispatched to a driver. An order is considered dispatched when a driver has accepted the assignment and begun travel to the supplier yard.

Once an order has been dispatched, partial refunds may apply depending on order state:

• Dispatched but not picked up — driver dispatch fee retained ($45 minimum); balance refunded.
• Picked up but not delivered — driver pay, supplier load cost, and dispatch fee retained; balance refunded only if quality issue documented (see Section 4).
• In transit or arrived at delivery site — full charge stands except in cases of demonstrated quality issue (see Section 4).

3. Materials already delivered

Once bulk aggregate material has been delivered to your job site, the order is considered fulfilled and is generally not refundable. Bulk aggregate is a physical commodity that cannot be returned to inventory after delivery — it has been measured, dumped, and integrated with the site.

Exceptions to this rule are limited to:

• Material delivered in materially the wrong type (e.g., topsoil delivered when fill dirt was ordered)
• Material delivered in a quantity materially below the ordered tonnage as recorded on the supplier scale ticket
• Material delivered with documented contamination or quality defects (see Section 4)

If any of these conditions apply, contact us within 48 hours of delivery with photographs, the supplier scale ticket, and a written description. We will investigate with the supplier and driver and may issue a full or partial refund, replacement load, or credit at our discretion.

4. Quality issues & disputes

If delivered material does not meet ordered specifications, you may dispute the order. To open a quality dispute:

• Email support@earthmove.iowith subject line “Quality dispute” within 48 hours of delivery
• Include your order number, photographs of the delivered material, the supplier scale ticket photo, and a written description of the issue
• Do not move, integrate, or further process the material until the dispute is resolved when possible

Disputes are typically resolved within 5–7 business days. Resolution may include a full refund, partial refund, replacement load at no additional charge, or order credit toward a future purchase. The resolution form depends on the nature of the issue, the supplier’s investigation, and your preference among available remedies.

5. Promotional credits & discounts

Promotional credits and discount codes (including but not limited to WELCOME5) reduce the order subtotal at checkout. If an order is refunded:

• The refund amount equals what you actually paid, not the pre-discount subtotal
• One-time promotional codes consumed during a refunded order are not automatically restored
• Restoration of a one-time promo code may be granted at our discretion when the cancellation reason is on our side or the supplier’s

This applies even if the order is fully refunded. The promo code redemption is treated as consumed at checkout and does not transfer to a future order automatically.

6. Refund processing times

Once a refund is approved, processing time varies by original payment method:

If the original payment method is no longer available (closed account, expired card), we will work with you to arrange an alternative refund path. EarthMove cannot expedite the bank-side processing time once a refund is approved — that timing is controlled by your card issuer or bank.

7. Chargebacks & payment disputes

If you have an issue with an order, please contact support@earthmove.io first. We can almost always resolve issues directly faster than a chargeback process can.

Initiating a chargeback with your card issuer before contacting us may result in your account being temporarily restricted from placing new orders pending resolution. Chargebacks initiated for orders that have been delivered as ordered are typically disputed by EarthMove with supporting documentation including delivery photos, scale tickets, GPS records, and signed delivery confirmations where applicable.

8. Groundcheck subscriptions

Groundcheck Pro and Premium subscriptions are billed in advance, monthly or annually. Subscription refund terms differ from materials orders:

• Monthly subscriptions — cancel any time. Cancellation takes effect at the end of the current billing period. No partial-month refunds.
• Annual subscriptions — cancel any time. Pro-rated refund of unused months available within the first 30 days of the annual term. After 30 days, no refund of remaining months.
• Reports already generated — non-refundable. Once a fresh trust report is generated, the underlying lookup cost has been incurred and the report is yours to keep regardless of subscription state.

To cancel a subscription, sign in and visit your billing settings, or email support@earthmove.io.

9. Changes to this policy

We may update this refund policy. Material changes will be posted at this URL with a revised “Last updated” date and, where required by law, communicated to active customers via email. Continued use of EarthMove after a policy update constitutes acceptance of the revised terms. Orders placed under a previous version of this policy are governed by the version in effect at the time of the order.

10. How to request a refund

The fastest path is email:

For account or billing questions unrelated to a specific order, please use the same email with a clear subject line so it routes correctly.