"Billy" allowed us to work on his order, change a drivers schedule, work him into a load, and pass up other vehicles. He was advised from the very beginning that when we dispatched his vehicle that his deposit would become non-refundable. He never called us to cancel. We did not find out that he wanted to cancel until he already had us work on the order, and we called him and found out. This customer booked the order on 04/22 in the evening and we had it set up by 04/23 in the morning. The deposit is non-refundable of course if we have rearranged an entire schedule to pick up a vehicle and at no point and time did the customer make us aware he wanted to cancel. Had he done that we would have issued a refund. The "contract" he is referring to is a terms and conditions document which has nothing to do with the customer telling us we can charge his card over the phone and accepting our quote, and letting us work the order and then canceling after all the time and effort has been put into trying to satisfy the customer.