1. How to cancel
- Signed-in customers: open the booking from your account and submit a cancellation change request.
- Guests: email hello@octofetch.co.uk from the address on the booking with your booking reference.
- The effective cancellation time is when we receive your request, based on UK time.
2. Cancellation charges
Charges are calculated against the scheduled collection date and time:
- More than 48 hours before collection: full refund of the booking total.
- Between 24 and 48 hours before collection: up to 50% of the booking total may be retained to cover route, fuel and crew commitments.
- Less than 24 hours before collection, or on the day: up to 100% of the booking total may be retained.
- Failed collection on the day (no access, no adult present, items not ready, items materially different to those quoted): treated as a same-day cancellation.
3. Changes to a booking
- Date and address changes requested more than 48 hours before collection are accommodated where route capacity allows, at no charge.
- Changes inside 48 hours may incur a re-routing fee or, if not possible, be handled as a cancellation under clause 2.
- Item, dimension, weight or access changes may re-price the booking. The revised total must be accepted before the job can run.
4. Cancellations by OctoFetch
We may cancel a booking if items, access or conditions on the day materially differ from what was quoted, if the booking includes prohibited or restricted items, if the booking breaches our Terms & Conditions, or if we are unable to fulfil safely. Where we cancel and the issue is not caused by you, you will receive a full refund.
5. Events outside our control
Where collection or delivery cannot run on the booked date due to events outside our reasonable control (severe weather, road closures, vehicle breakdown, strikes, public emergencies, third-party outages, carrier-crew illness — see clause 12 of our Terms & Conditions), we will contact you to rearrange. Cancellation charges in clause 2 do not apply to delays caused solely by such events.
6. Refunds
Refunds arising from a cancellation are processed in line with our Refunds Policy.