I was scheduled on a Saturday for 8am-12noon and LoadUp called at 9am to "reschedule" - due to their truck breaking down and no others being available in my area. Since I could not reschedule, they offered me a cancellation. I was then informed I would be refunded only 50% of the fee I had paid, because the terms to which I agreed when I paid my money included "... and equipment breakdown". I found the page on the website that said if ~they~ had to cancel for any reason, they would refund 100% of my money. Since it was a weekend, I was unable to talk to a supervisor, so I had to find some alternative. With much hassle, I was able to find a person to be available for the pickup at a later time. On that date, Loadup emailed me when they arrived and emailed me when they had picked up. I am happy with the actual pickup service when it happened. To be cancelled by them and offered only 50% refund was confusing and extremely poor customer service.