Customer Cancellations, Rescheduling & Refunds Policy
1) Purpose
We understand plans can change. We aim to be fair and flexible while also covering the genuine costs of reserved vehicle time, driver allocation, and route planning.
This policy applies to all bookings made with us.
2) How to Cancel or Reschedule
To cancel or reschedule, contact us using the details on your booking confirmation and include your booking reference.
A cancellation or change is only valid once we confirm it (by email or text).
Timing note: All notice periods are measured from the start of your scheduled time window.
3) Cancellations (Refunds or Credit)
A) More than 72 hours’ notice Full refund (or full booking credit if you prefer)No cancellation fee
B) 48 to 72 hours’ notice You can choose either: Full booking credit (recommended), orA refund minus an admin/route-planning charge (to cover costs already incurred)
C) Less than 48 hours’ notice Because vehicle and driver time will typically be committed and the route may already be finalised: No cash refunds are available for cancellations made within 48 hours of the scheduled time window.A booking credit may be offered only if we are able to refill your slot (fully or partially) with another booking.Any credit offered will be limited to the value we recover by refilling the slot (up to the amount you paid).
D) Same-day cancellations / no-show If no valid cancellation is received and confirmed before the start of the scheduled time window, Section 5 applies.
4) Rescheduling (Changing the Date/Time)
We will always try to help you move your booking, subject to availability. 72+ hours before: rescheduling is typically free48–72 hours before: rescheduling is usually free, subject to availabilityUnder 48 hours: we can still reschedule where possible, but a rescheduling fee may apply because the route is often already built and resources allocated
If your preferred date is unavailable, we will offer the next available options.
5) Attended But Not Completed (No-Show / Failed Stop)
Your price includes one collection attempt and/or one delivery attempt (as booked).
If our driver attends within the agreed time window but the stop cannot be completed due to circumstances outside our control (including but not limited to: nobody available, no access, item not ready, incorrect address/details, refusal to release/accept the item, building/parking restrictions not disclosed in advance), then: The attempt is treated as used and is non-refundableA reattempt can be arranged with a minimum charge of 50% of the original service priceWe will confirm the reattempt cost with you before rebookingIf you choose not to rebook, no further action is required, but no refund or credit applies for the used attempt
6) Refund Method and Processing Times Approved refunds are processed within 7 business daysRefunds are returned to the original payment method unless agreed otherwiseAny applicable fees are deducted before a refund is issued
7) Customer Responsibilities (To Prevent Delays/Extra Charges)
To avoid delays or failed stops, please ensure: Addresses and contact numbers are accurateThe item is ready, accessible, and safely packaged where requiredAny restrictions are disclosed in advance (e.g., stairs/no lift, booking-in requirements, limited parking/loading)
If missing/incorrect information causes a failed stop, Section 5 applies.
8) Events Outside Our Control
If we need to reschedule due to severe weather, major incidents, or unexpected vehicle issues, we will notify you as soon as possible and offer the next suitable available date. If we cannot offer a reasonable alternative, you may request a refund for the affected part of the service.
