Effective Date: 06/01/2026 · Last Updated: 08/14/2026
This policy explains how cancellations, order changes, delivery issues, and refunds work for My Gravel Buddy orders. It’s part of our Terms of Service and should be read alongside it, where the two overlap, the Terms of Service controls.
As a broker, we coordinate between you, our local material partners, and independent haulers. Our goal is to get the right Materials to your site accurately and safely, and to be fair and straightforward when something doesn’t go as planned.
Cancelling or Rescheduling
You can cancel or reschedule at no charge up until 24 hours before your scheduled delivery window.
Inside that 24-hour window, a cancellation fee may apply to cover costs we’ve already committed to a partner and hauler. Once a truck has been dispatched, the order can’t be cancelled.
Once you’ve approved your pre-delivery confirmation (sent shortly before your scheduled delivery, see our Terms of Service), your order is locked in, and cancellations outside of the exceptions listed there are no longer available.
Changing Your Order
Need to change your material, quantity, delivery date, address, or contact info? Let us know as early as possible. We can usually accommodate changes made more than 24 hours before your delivery window at no cost.
Closer to delivery, changes aren’t guaranteed, by that point we’ve often locked in a partner and a hauler, and swapping details may mean rescheduling, added costs, or placing a new order.
Delivery & Site Access
We drop and go: unless you’ve arranged and paid for spreading or placement in writing beforehand, the hauler unloads at your chosen spot and leaves.
You choose the drop location before the truck arrives, but final placement is always at the hauler’s discretion based on safe access, ground conditions, and site hazards. If the exact spot you asked for isn’t safely reachable, the hauler will unload at the nearest reasonable alternative, this is not treated as a delivery error and isn’t refundable on its own.
It’s your responsibility to make sure the path to your drop spot can handle a fully loaded dump truck and is clear of hazards, as outlined in our Terms of Service. If a delivery can’t be completed because of blocked access, locked gates, unsafe conditions, or nobody available to coordinate on-site, a missed-delivery fee may apply, and refunds generally aren’t available for that failed attempt.
Load Quantity
Bulk material is loaded by weight, and exact quantities aren’t realistic, expect delivered quantity to land within 20% of what you ordered, plus or minus, due to moisture, temperature, and other natural factors. We work hard to get every order as close to accurate as possible, but we don’t refund shortages that fall within this normal range. If your load comes in heavy, you keep the extra at no charge.
Wrong or Damaged Material
If the wrong Material was delivered, or you believe there’s a quality issue outside normal variation, reach out within 72 hours of delivery with:
- Your order number
- Photos of the material and the delivery location
- A short description of the issue
Please hold off on moving, spreading, or using the material until we’ve had a chance to review, once it’s been altered, it’s much harder for us to verify what happened. Formal claims need to reach us within 14 days of delivery; after that window, we can no longer meaningfully confirm site conditions.
If we confirm the issue was on our end (the wrong Material, or a fulfillment error by a partner or hauler) we’ll work with you on a fair resolution, which may include replacement material, a partial refund, or a full refund.
Natural Material Variation
Materials like gravel, sand, soil, and stone are natural products, and color, texture, moisture, and exact sizing can vary by source, season, quarry, and batch. This kind of normal variation isn’t considered a defect and isn’t refundable, what you see on the Site is a reference point, not a guarantee.
When You Get a Full Refund Automatically
If we’re simply unable to find a partner or hauler to fulfill your order, you’ll receive a full, automatic refund, no need to request it.
If anything about your Materials changes before we schedule delivery (for example, a partner substitution), we’ll flag it to you first. You can proceed or take a full refund.
Refunds Are Generally Not Available For
- Load quantity within the normal 20% weight variance
- Natural color, texture, or moisture variation within industry norms
- A preferred drop spot not being reachable, when the hauler delivered to the nearest safe alternative
- Delivery delays caused by weather, traffic, mechanical issues, or partner/hauler scheduling
- Ordering errors on your end: wrong material, quantity, address, or incomplete delivery instructions
- Material that’s already been moved, spread, or used before we could review a reported issue
- Failed delivery attempts caused by site access problems, locked gates, or nobody available to coordinate delivery
Other Refund Requests
Any refund request outside the situations above is reviewed case by case, reach out within 7 days of your delivery date. We’ll look at the specifics and aim for a fair outcome, though a request outside these windows or outside our control isn’t guaranteed a refund.
How Refunds Are Issued
Approved refunds go back to your original payment method. Depending on your bank or card provider, it may take a few extra business days for the funds to show up on your end.
Questions?
For cancellations, delivery concerns, or refund requests, email us at office@mygravelbuddy.com with your order number so we can look into it quickly.