Terms of Service

1. Acceptance

By creating a Zoomy account or using the Zoomy platform (the apps, this website, or our API), you agree to these Terms of Service. If you do not agree, do not use the service.

When you confirm a booking, you also agree to the cancellation and refund rules in section 6.

2. The Zoomy platform

Zoomy is a technology marketplace. It connects customers who need delivery, moving, or junk removal help with independent providers (Drivers and Helpers).

Zoomy is not a moving company or carrier and does not perform the work itself. Providers are independent contractors, not Zoomy employees.

Zoomy offers three kinds of service: Delivery (including courier and large or bulky items), Moving, and Junk Removal. Not every service is offered in every area. The app shows you what you can book at your address.

3. Accounts

You must be 18 or older to create an account. You are responsible for keeping your account secure.

You must verify your phone number to book. We do this by texting you a one-time code (see section 11).

Providers must complete identity verification before they can offer work on Zoomy.

You can delete your account when no booking is still being fulfilled (see section 12).

4. Bookings, quotes and prices

Your quote. Before you pay, Zoomy shows you a quote for the job as you described it: the location, the items, the options and the time. The quote shows a subtotal, fees, tax and a total. Fees and tax are included in the total.

How long a quote lasts. Each quote shows a "valid until" time. If it runs out before you pay, we price the job again. You never pay a price you have not seen.

Changes before you pay. If you change the location, items, options or time, you get a fresh price before payment.

When the price is final. The total shown at review is what Zoomy charges for that job as booked. You are charged when you tap Pay. Your booking is confirmed once Zoomy records it and shows it to you.

If your time is no longer available. Sometimes a time slot is taken between the quote and your payment. If that happens and the booking cannot be made, nothing is booked and Zoomy refunds the charge in full. How soon a refund shows up depends on your bank or wallet.

Minimum price. A job smaller than the minimum for its service is priced at the minimum. Some times are priced differently from others. Both are already included in the quote you see.

Changes on the day. The price you agreed to covers what you described. If the job turns out to be different (for example, more items, different access, or an extra stop), the provider reports the change through Zoomy. Zoomy prices the change and asks you to approve it. A provider cannot set a price or charge you directly, and a price increase needs your approval. If you do not approve, the provider continues with what was already agreed.

A provider cannot agree to carry something that is unsafe or not allowed, even if you offer to pay more.

Junk removal disposal. Junk removal quotes may include a disposal charge. Where it applies, it is shown in your quote before you pay.

5. Scheduling and rescheduling

You choose a time when you book. You can move a booking to a new time until 1 hour before your scheduled time, as long as no provider has arrived. After that, rescheduling is not available. Section 6 says when you can cancel.

Each booking has one free reschedule. It can be used only 24 hours or more before your scheduled time, and only while no provider has arrived. A reschedule you pay for does not use it up.

• "Scheduled time" means the start of your booked time window. After a reschedule, it means the start of the new window.
• "Booking amount" means the amount you paid for the booking.
• The same rules apply to Delivery, Moving and Junk Removal.

Any reschedule fee is shown to you and confirmed before anything is charged. Your current booking is kept until the new time is confirmed. If the reschedule does not go through, your time is unchanged and any reschedule fee you paid is refunded.

If Zoomy has to move your booking because we could not provide the service at the booked time, that reschedule is free and does not use up your free reschedule.

6. Cancellation and refunds

You can cancel a booking from the order in the app or on the website, except while a provider is holding your items or after the job is complete (see below). Zoomy shows you the cancellation fee and the refund before you confirm.

When you cancel, the refund depends on how long before your scheduled time you cancel, and on whether a provider has arrived.

• Percentages apply to the amount you paid for the booking.
• "Scheduled time" has the same meaning as in section 5.
• The same rules apply to Delivery, Moving and Junk Removal.
• Refunds go back the way you paid. Zoomy does not turn a refund into account credit.
• The rules that apply to your booking are the ones in force when you booked it. If the terms change between the preview and your confirmation, nothing is cancelled and you are shown the new terms first.

When cancellation is not offered. While a provider is holding your items, from pickup until they are delivered or returned, the booking cannot be cancelled. Contact support through the order and we will arrange a return or another resolution. A completed job cannot be cancelled either.

If Zoomy cannot find a provider. The table above applies when you choose to cancel. If we cannot assign a provider to your booking, we tell you and let you choose: keep waiting, pick another time, or cancel for a full refund with no fee.

7. No-shows and access

Please be available at the pickup and drop-off locations at the booked time, and make sure the provider can get in.

If a provider arrives and cannot reach you or get access, they report it to Zoomy with a record of what they found. Zoomy reviews the report before deciding what happens to the booking and the payment. Section 6 says whether you can cancel after a provider has arrived, and what it costs.

If a provider is late or does not arrive, tell us through the order. If Zoomy cannot provide the service, the "If Zoomy cannot find a provider" rule in section 6 applies.

8. What providers will and will not carry

Tell us accurately what the job includes. When you add items, Zoomy checks them against its catalog and tells you if an item:

• can be taken,
• can be taken with conditions that the provider confirms on site,
• needs a check by our team first, or
• cannot be transported or disposed of by Zoomy at all.

Providers will not carry items that are unlawful, hazardous or prohibited. This includes hazardous materials (for example paint, solvents, pesticides, motor oil, batteries, asbestos and biological waste), live animals, firearms, and anything that cannot legally be transported or that you are not allowed to dispose of.

Do not book a job that includes hazardous or regulated material. Contact Zoomy first.

If a provider finds an unsafe or prohibited item on the day, they will not take it.

9. Damage and claims

Proof of work. Providers capture proof-of-work photos at pickup and drop-off as a record of how items were handled. This includes any damage that was already there before the job.

How to report a problem. If something is missing or damaged, open a support case from that order in the app or on the website. Opening the case from the order ties it to the right booking. You can attach files to the case (JPEG, PNG or MP4). Do not include card numbers, codes, passwords or identity documents.

What a case does. Opening a case records what happened. It does not by itself decide a refund, a claim, or a safety outcome. Zoomy reviews the case against the job record and the proof of work, and tells you the result in the case.

What may be covered. A claim is for physical damage to, or loss of, items the provider actually handled during the job.

What is not covered. Zoomy does not pay claims for:

• damage to property or premises, such as walls, floors, doorways, landscaping or the home itself;
• damage that was there before the job;
• the contents of boxes you packed yourself;
• high-value items you did not declare, such as jewelry, cash or documents;
• perishable items;
• sentimental value or knock-on losses;
• ordinary wear.

Limit. If a claim is approved, Zoomy pays it as a refund. The most Zoomy pays for a claim is the lower of $300 and the amount you paid for the job. Zoomy does not pay claims in account credit.

Zoomy is not an insurer. Zoomy does not sell or provide insurance or a protection plan for your items.

Some states set their own rules for moving and delivery claims. Where the law of your state gives you rights that these terms cannot limit, those rights apply.

10. Payments, fees and tips

Stripe. Card payments are processed by Stripe. You enter your card details in Stripe's secure field or payment sheet. Your card number never reaches Zoomy's servers.

When you are charged. You are charged the total when you tap Pay. A reschedule fee, if any, is a separate charge that you confirm first.

Fees. There is no separate customer service fee added after the quote. The total you see at review already includes the fees and tax for that job.

What providers are paid. Provider pay is set by the accepted role and pay allocation attached to each job. It is not a universal percentage published on this website.

Refunds. Refund eligibility follows the cancellation-policy revision attached to the booking (section 6). Refunds are sent to your original payment method.

Tips. Tipping is not currently available in Zoomy.

11. Texts and notifications

Text messages. When you sign in or verify your phone, Zoomy texts you a one-time code. We send it only when you ask for one. Standard message and data rates may apply. One-time codes are the only text messages Zoomy sends today.

Job updates. Zoomy sends job updates (for example: provider assigned, arrived, completed, cancelled) as push notifications and in your in-app Inbox. We send booking confirmations by email. You can turn "Booking updates" push notifications on or off in Account. Your Inbox always keeps your updates.

12. Deleting your account

You can delete your customer account in the app (Account, then "Privacy & your data", then "Delete account") or on the web using the delete-account page. For your security we ask you to verify your phone first.

You cannot delete your account while a booking is still being fulfilled. Wait until it is finished, or cancel it where section 6 allows.

When your account is deleted:

• your sign-in, every signed-in device and your notification registrations are removed;
• bookings that must be kept are anonymized so they no longer identify you;
• some records (such as payment, tax, fraud-prevention, safety, dispute and audit records) may be kept where the law or a legitimate security obligation requires it.

Deletion cannot be undone. The Privacy Policy explains what is kept and for how long.

13. Analytics and screen recordings

Zoomy uses usage analytics to understand how the service is used and to fix problems. The Privacy Policy explains what is collected.

On this website we ask before turning analytics on, and you can turn them on or off in Account.

The Zoomy apps collect usage analytics. App versions released from October 2026 start analytics only after you accept our Terms in the app, and let you turn them off at any time in Account.

Screen recordings happen on our website only, and only if you turn them on in Account. The Zoomy apps do not record your screen.

14. Conduct

Users must not:

• Use the platform for unlawful purposes.
• Harass, threaten, or discriminate against other users.
• Provide false information during registration or a job.
• Attempt to circumvent pricing, fees, or identity verification.
• Ask a provider to carry unlawful, hazardous, or prohibited items.
• Arrange extra work or payment with a provider outside Zoomy. Changes to a job go through Zoomy (section 4).

15. Safety

Providers complete identity verification, and photos are captured at pickup and drop-off as a record of how items were handled. While a job is active, the provider can share their location so you can follow progress.

In an emergency, contact local emergency services first (911). Zoomy cannot send emergency help.

If you feel unsafe or want to report a concern about a job, open a case from the order.

18. Changes

We may update these terms. We will communicate material changes before they take effect. Continued use after the effective date means you accept the updated terms.

The cancellation and refund rules that apply to a booking are the ones in force when you made that booking.