This customer was already dispatched to a carrier, therefore he is not entitled to a refund (customer was informed of this in the contract signed). The upfront deposit is required for us to provide our services, as per industry standard. The carrier dispatched to him had their truck break down on route to the pick up. Once informed, we notified the customer and offered to find a new carrier but he agreed to wait for the carrier that was dispatched. There was never any mention of delivery by Tuesday, and the customer seemed too excited to receive his vehicle (his own words) and decided to cancel with us and went to another broker.