Refunds & Cancellations

Last updated: 4 June 2026

This page sets out when you can cancel, when you can move your date, and when you can get your money back.

The short version

• Cancel a booking 48+ hours before delivery day → full refund of collection fee + 4 weeks rent
• Cancel inside 48 hours of delivery day → collection fee non-refundable, but we’ll move your date once for free
• End ongoing storage (book return delivery) → return fee charged, whole unused weeks of current cycle refunded
• We can’t deliver/collect on the day (our fault, weather, breakdown) → free reschedule
• Refunds processed back to your original card within 5 working days

1. Cancelling a new booking more than 48 hours before delivery

You can cancel at any point up to 48 hours before your scheduled delivery day and receive a full refund of everything paid (collection fee + first 4 weeks rent). To cancel, email bookings@faringdonremovals.co.uk with your booking reference. Refunds are processed back to the original payment method via Stripe within 5 working days.

2. Cancelling inside 48 hours of delivery

Inside the 48-hour window, the collection fee is non-refundable (we’ve already allocated the trailer day and crew). The 4 weeks of rent are refundable. You can also move the date once at no extra charge, to the next available slot. Second date changes may incur a £49 admin fee.

3. Your statutory cooling-off right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have a 14-day right to cancel a contract for services entered into online, starting the day after the contract is formed. If your delivery date is within 14 days of your booking, you will be asked at the point of booking to expressly agree that we can start providing the service before the 14-day cooling-off period ends — and that by doing so, you accept that you lose your right to cancel for a refund once the service has started.

4. Ending ongoing storage (cancelling the subscription)

After your pod is in storage, your 4-weekly rent subscription runs until you tell us to stop. To end it: (1) log into your account and book a return delivery date, (2) pay the return delivery fee, (3) your subscription is cancelled with effect from the return delivery date.

Refund of unused weeks

If your current 4-week cycle has whole unused weeks remaining when your pod is returned, we refund those whole unused weeks at the per-week rate (£10 / £20 / £30 depending on pod size).

Examples:

• Cycle started 1 May, paid £120 (£30 × 4 weeks). Return delivery booked for 15 May. Whole weeks unused: 1. Refund: £30.
• Cycle started 1 May. Return delivery booked for 22 May. Whole weeks unused: 0. Refund: £0.
• Cycle started 1 May. Return delivery booked for 9 May. Whole weeks unused: 2. Refund: £60.

We don’t refund partial weeks. Plan your return delivery date accordingly.

5. If we can’t deliver or collect on the day

a) The address isn’t ready

You’re not there, the gate is locked, the driveway is blocked. The collection fee is forfeited; we’ll need to rebook for another date with a new collection fee.

b) Access is materially different from what was declared

We will quote an access surcharge to you in writing. If you agree and pay, we complete the service. If not, the collection fee is forfeited.

c) Items don’t comply with Section 5 of the Terms

We refuse to load prohibited items. If a significant proportion of the load is non-compliant, we refuse the service entirely and the collection fee is forfeited.

d) We can’t attend for reasons within our control

Free reschedule to the next available slot, or full refund.

e) Weather, road closures, or other force majeure

Free reschedule to the next available slot. A refund is not available in these circumstances — see Section 13 of the Terms.

6. Damage claims

Raise a claim within 14 days of return delivery by emailing bookings@faringdonremovals.co.uk with your booking reference, a description of the damage, photos, and replacement cost or repair quote. We will acknowledge within 2 working days. If accepted, settlement is paid to your original card within 14 days. Claims raised more than 14 days after return delivery may not be considered.

7. How to request a refund or date change

Email bookings@faringdonremovals.co.uk with your booking reference, your name, and what you’d like to happen. We aim to reply within one working day. Refunds are processed within 5 working days of acceptance, back to the original payment method via Stripe.