Collecting a deposit isn’t optional — it’s the difference between a booked job and a maybe. Customers who put money down show up. Customers who don’t, don’t. This guide covers how much to charge and when.
What this covers
Deposit amounts, timing, and policies for local and long-distance moves.
Who uses this
Owners — you set the deposit policy. Sales agents — you collect the deposit and enforce the policy.
The basic rule
Always collect a deposit before confirming the booking. No deposit, no truck, no crew, no date.
Deposits do three things:
- Commit the customer — they’re invested, so they show up
- Cover your costs — if they cancel, your prep time isn’t a total loss
- Filter the serious leads — customers who won’t put down a deposit aren’t ready to book
How much to charge
Local moves
| Strategy | Amount | When to use |
|---|---|---|
| Fixed amount | $100–$200 | Most common. Simple to explain. |
| Percentage (10-15%) | 10-15% of estimate | Larger jobs where a fixed amount feels too low. |
| Credit card hold | $0 charge, hold on file | Customers hate paying upfront but you want a card on file. |
Recommendation: Start with a $150 flat deposit for local moves. It’s enough to commit the customer and low enough not to scare them off.
Long-distance moves
Charge 15-20% of the estimated total. Long-distance moves have higher upfront costs (dispatch, weight certification, driver assignment), so the deposit needs to be meaningful.
Example: $4,000 estimate → $600–$800 deposit.
When to collect
| Timing | Action |
|---|---|
| Immediately after signing | Send the payment link right after the customer signs the estimate. This is the moment of highest intent. |
| Within 24 hours of signing | If they haven’t paid, send a reminder. “Your signed estimate is confirmed — just need the deposit to lock your date.” |
| 48 hours with no deposit | Call them. The date isn’t locked. They need to know that. |
Key phrasing: Don’t say “pay the deposit.” Say “confirm your date.” It frames the deposit as a positive, not a cost.
Deposit and the calendar
MoveRight will not let you confirm a booking without a recorded deposit. This is by design — it prevents your calendar from filling up with uncommitted jobs.
When a customer signs but hasn’t deposited, the job appears on the dispatch board as “Unconfirmed” with a visual flag. Your dispatcher knows not to assign a crew to an unconfirmed job.
Refund policy
Have a clear policy and stick to it:
| Cancellation timing | Refund |
|---|---|
| 14+ days before move | Full refund |
| 7-13 days before move | 50% refund |
| Less than 7 days | No refund (deposit kept) |
| No-show | No refund |
Put this policy in your estimate terms. MoveRight includes a default, or you can customize it.
Common questions
What if the customer refuses to pay a deposit? Explain that the deposit confirms their date and protects their spot. If another customer wants the same date and is willing to deposit, the date goes to them. Most customers understand this logic.
Can I take a deposit over the phone? Yes. MoveRight generates a secure payment link. Text it to the customer, they enter their card, and the deposit is recorded. You don’t need to take card numbers over the phone.
What about cash or check deposits? You can record manual payments in MoveRight. But card deposits are faster and more reliable. Encourage card whenever possible.
What happens next
- Collecting deposits in MoveRight: How to Record a Deposit
- Follow up on unsigned estimates: Follow-Up Cadence for Unsigned Estimates
- Cancellations: Cancellations and Rescheduling