Refund Policy

1. Refunds

1.1 Subject to the provisions of these Terms and Conditions, you may cancel a booking without charge only up to and including the point at which a driver has been allocated and/or dispatched.

1.2 Once a driver has been allocated and/or dispatched, the Booking shall be deemed to have commenced and shall be non-refundable.

1.3 You acknowledge and agree that upon driver allocation and/or dispatch, we incur immediate operational costs, including but not limited to driver time, fuel, vehicle usage, and administrative expenses, and that such costs justify the non-refundable nature of the Booking at that stage.

2. Cancellation Fees

2.1 Light Haulage

In the event of cancellation after driver dispatch, a 100% cancellation fee shall apply.

2.2 HGV Services

For HGV Bookings, cancellation within 24 hours of the scheduled collection time shall be subject to a 100% cancellation fee, regardless of whether a driver has already been dispatched.

2.3 Where a 100% cancellation fee applies, no refund shall be issued and any outstanding charges shall remain payable in full.

3. Non-Refundable Circumstances

Without limitation, no refund shall be issued where failure to collect or deliver a Consignment arises due to:

a) Incorrect, incomplete, or misleading information supplied by you at the time of Booking;
b) The Consignment not being ready for collection at the agreed time;
c) No access, no response, refusal, or absence at the collection or delivery address;
d) Failure to provide accurate weight, dimensions, or handling requirements;
e) Delays or service disruption caused by traffic conditions, road closures, accidents, weather conditions, or events beyond our reasonable control.

4. Amendments After Dispatch

4.1 Any amendments requested after driver dispatch which affect mileage, journey time, or loading or unloading time may be subject to a late amendment fee, as set out in these Terms.

4.2 Such amendments do not give rise to any entitlement to a refund.

5. Company Cancellations

5.1 Where we are unable to fulfil a Booking for operational reasons, including but not limited to lack of driver availability, we shall cancel the Booking and issue a full refund of all sums paid.

5.2 This clause shall not apply where cancellation arises as a result of your breach of these Terms and Conditions.

6. Refund Processing

6.1 Where a refund is due under these Terms, it shall be processed using the original method of payment.

6.2 Refunds will normally be processed within three (3) to five (5) working days, subject to banking and payment provider timescales.

7. Statutory Rights

7.1 Nothing in this section shall exclude or restrict any statutory rights available to you under applicable law.

Contact

T: 0333 344 3028
E: info@collectsameday.co.uk