Cancellation & Refund Policy

Cancelling a confirmed booking

You may cancel a confirmed booking at any time by writing to us or calling your move coordinator. What is refundable depends on how much notice we get.

• More than 7 days before pickup: full refund of any advance paid.
• 3 to 7 days before pickup: 75% of the advance is refunded; we retain 25% against crew and vehicle blocking.
• 24 to 72 hours before pickup: 50% of the advance is refunded.
• Under 24 hours, or after the crew has been dispatched: the advance is not refundable, as the vehicle and crew have already been committed.

Rescheduling

Rescheduling is free if you tell us more than 72 hours before the pickup slot, and subject to availability. Inside 72 hours a rescheduling fee equal to 10% of the quoted value applies.

Cancellations by us

If we cancel for any reason within our control, you receive a full refund of everything paid, and we will help you find an alternative provider.

Refund timelines

Approved refunds are processed within 7 working days to the original payment method. Bank clearing can add a further 3 to 5 working days.