Refund & Cancellation Policy

We want this to be fair both ways. Here is exactly how cancellations, changes and refunds work once you have booked. This policy forms part of our Terms & Conditions.

Last updated 13 June 2026.

How to cancel or change a booking

Email hello@collectiononlydelivery.co.uk with your booking reference and tell us what you would like to change. Please do this as early as you can — our prices depend on us batching your item onto a scheduled route, so the earlier you tell us, the more we can do without a charge.

Cancellation charges

Because we reserve van space and route capacity for your item, the refund depends on how much notice you give before your collection date:

Notice given before collection	Refund
More than 72 hours	Full refund
24 to 72 hours	50% refund
Less than 24 hours	No refund

The cut-off is based on the scheduled start of your collection route day. If we have not yet incurred cost on a late cancellation and circumstances are exceptional (for example serious illness or bereavement), get in touch — we will always try to be reasonable.

If we cannot complete your booking

If we have to cancel for any reason on our side, or we cannot complete the job through no fault of yours, you get a full refund. Where the cause is an event outside everyone's control (such as severe weather or a road closure) we will first try to rearrange at no extra cost; if that is not possible, you get a full refund.

Failed or aborted visits

If we arrive at the agreed address within your three-hour time slot and cannot collect or deliver because nobody is there, access is blocked, or the item is not ready or not as described, this counts as a failed visit. The original payment is not refunded in this case, and a re-attempt may be charged. We will always contact you to try to rearrange.

If the item differs from what was booked

Our price is set from the size, weight and access details you gave us. If the item turns out to be substantially larger, heavier, more fragile or harder to access than booked, we may need to re-quote or, where it is unsafe or beyond the booked service, decline the job. If we decline at that point, we will refund the difference fairly, less any cost we have already reasonably incurred in getting to you.

Damage and loss claims

Refunds for cancellation are separate from insurance claims for loss or damage in transit. If your item is lost or damaged while in our care, please raise a claim in writing within 7 days of delivery, with photographs where relevant, as set out in our Terms & Conditions. Claims are settled up to the value you declared at booking.

How refunds are paid

Refunds are made to the original card used to pay, through Stripe. Once approved, refunds are usually processed within 3 working days, though it can take a few more days for your bank to show the money back in your account.

Your statutory rights

This policy sits alongside, and does not reduce, your statutory rights as a consumer under UK law. If you have any question about a refund, email us at hello@collectiononlydelivery.co.uk.