Cancellations & Charges

We understand that the best of plans change and are always happy to accommodate changes where we can. Normally these changes are free of charge, but there may be circumstances where we’re forced to pass on some costs. 

Change policy 

Changes to local deliveries and pick-ups (date and/or time changes) requested before 2.30pm on the business day prior to delivery, are free of charge. A £80 fee applies for changes outside of this notice period. Where a delivery or pick-up proceeds (i.e. the pod arrives as scheduled) and your pod is not ready for delivery/pick-up, we charge £80, + £20 for each additional pod. 

Cancellation policy 

For local deliveries we will happily refund your reservation deposit provided you notify us of your decision to cancel more than 48 hours in advance of your original day of delivery. For on-site storage, or local direct moves which are pre-paid, we will refund the full amount paid if you cancel more than 5 days in advance of your original day of delivery. 

For cancellations at shorter notice, we will retain a booking fee equal to 50% of the original booking. Cancellations after your pod/s have been delivered are subject to our minimum service charge of one month’s rates for storage plus a pick-up fee. 

For long distance deliveries (more than 50 miles), we will refund your fee in full if you cancel more than 5 days ahead of your scheduled departure date. Otherwise, we will refund 50% of your fee if cancellation takes place at least 24 hours before the departure of your pod. Full payment will be retained if less than 24 hours notice is given. 

If you’re booking movers through us then please note that your removalist fees are fully refundable in the event of a cancellation, up to 2 business days before your delivery. After this point we will retain any removalist fees paid. 

Any refunds are processed weekly on Fridays, with the funds typically hitting your account within 2 business days. 

Reasons for applying fees:

We pride ourselves on offering fantastic service and great value and we’d like you to understand why we charge fees in these instances, which is not something we do lightly. Changes at short notice result in additional work for us and therefore higher costs for our company which we cannot afford to absorb. Some examples of this: 

• Receiving late notice of a change to the schedule – we set our schedule at or after 2.30PM one business day prior to deliveries. Changes after this time result in additional work (e.g. your pod may have already been loaded onto vehicles). It also means that at short notice, we’re unable to re-fill this space. 
• Failed delivery/collection – means that the space on the vehicles has been allocated and results in additional time worked on the day 
• Access/check-out no show – our warehouse staff have taken the time to prepare your pod for access/check-out. Hence the no show fee has been applied to your account to cover the time spent. 

Any questions? We’d be glad to explain our policies further. Please get in touch.