Refund and Cancellation Policy

All bookings are subject to terms and conditions including cancellation charges.

Cancellation before we allocate a Courier

If you cancel a booking before a courier is allocated you will be charged a cancellation fee of £25. You will receive a refund of any balance to the same card used to place the booking.

If you cancel after a Courier is allocated

If you cancel a booking after a courier is allocated to your booking you will incur a 50% charge of the total booking value. You will receive a refund of any balance to the same card used to place the booking.

Bookings cancelled on arrival or failed at pickup

If the courier has arrived at the pick up/collection point, you will not be entitled to a refund.

No goods available, failed pickup or incorrect/incomplete address

If any of the mentioned below applies, the booking will be cancelled. No refunds are permitted in this instance. A re-booking charge would apply to reinstate cancelled orders.

Unable to locate the pickup address.
Locate the goods.
Goods are not ready to collect. (Option to wait for goods at £15 every 30mins)
Contact at pickup is unavailable.
Pick up address is closed.
Unable to gain access.
Requires a 2-man team to load.
Exceed the vehicle size or weight limit.

Rebook a cancelled service

To re-book a cancelled/failed service contact a controller direct on 0333 444 0972.

Our minimum charge for a cancelled order is £25.00.
If the total value of your booking is below £25.00 no refund will be granted.
Full Terms and conditions apply to all bookings.
Cancellation charges apply to all bookings.