After the customer placed the order/paid the deposit online, we had a driver dispatched 14 minutes after the order was placed. The customer then called and cancelled the order with us. Going by our "Terms and Agreements" which she would have agreed to by placing said order - these are made very clear in our emails as well as on our webpage. By cancelling the order after a driver being assigned, she forfeited the brokering fee because at that point, we did in fact "broker" out her car, which IS our job. This is a simple case of a customer not calling to ask questions prior to placing an order, and obviously signing contracts and paying for services before reading the terms of said contracts. I regret that I cannot refund a deposit after my employees have done their jobs, but also hope that she (the customer) will read/ask questions before she decides to accuse a company of having "Poor business practices". She obviously has no idea/ how the brokering process works and didn't care enough to pick up the phone. I (personally) find it rather funny that she didn't really even post the reason she cancelled. But accuses us being a bad company anyway. I wish any company that she does business with in the future the greatest of luck!