Hello Tamas, we do apologize for the inconvenience and confusion. As stated on our website and booking confirmation that you received, when the customer books their order and provides their credit card information, they authorize Montway to charge their card at the time a carrier has been secured to transport their vehicle. As auto shipping can be a complicated process and there are a lot of small pieces to account for. We actively reach out to customers to verify their orders. We thoroughly explain the process to the customer so they would understand it could be one to several business days before a carrier was secured. The customer booked with our discounted cash price method. This indicates that a partial payment will be charged when a carrier is secured, with the remaining balance being paid as cash directly to the driver at the time of delivery. Our cancellation policy states that: Cancellation of an Order by Customer must be submitted in writing via email sent to info@montway.com. Cancellations made via telephone, text, chat or any other medium will not be accepted by Montway. We ask that cancellations be submitted in writing via email as this is the firmest way for us to verify that the customer has canceled. In this situation, the customer texted us to cancel via a marketing-based text that does not receive incoming text messages. So we never received said message, nor was there any way for us too. We reached out and the customer provided us the text message that they had sent. As a gesture of goodwill, we have refunded the order in full. Thank you for allowing us the opportunity to help resolve the issue at hand.