1. When you are entitled to a full refund
- We are unable to fulfil your booking and cannot offer a suitable alternative date.
- You cancel within the timeframe described in our Cancellations Policy that qualifies for a full refund.
- Payment was taken in error or duplicated for the same booking reference.
2. When a partial refund may apply
- Cancellations made after the free-cancellation window — see the Cancellations Policy for the applicable scale.
- Additional services (e.g. packing, extra cover, access uplift) that were not delivered because the booking was cancelled or downscoped before the route ran.
3. When refunds will not be issued
- The job was completed as booked.
- You provided inaccurate item details, dimensions, weights or access information that caused additional cost or prevented the job being completed.
- Failed collection or delivery because no authorised adult was present, access was blocked, or the items were not ready at the agreed window.
- Damage to items that were ineligible for cover under the Item Protection options you selected at the quote step (e.g. unpacked items, owner-packed items, excluded materials, prohibited or restricted items).
- Damage where customer-assisted handling or inadequate packaging materially contributed to the loss — see our Acceptable Use, Restricted Items & Claims policy.
OctoFetch does not represent that all items are automatically insured. Cover is defined by the Item Protection option selected at the quote step and the eligibility rules shown there.
4. How refunds are processed
- Approved refunds are issued to the original payment method.
- Refunds are normally processed within 3 working days of approval; your bank may take a further 5–10 working days to clear funds.
- Refunds are issued in GBP for the amount actually paid; we do not refund third-party FX or card fees applied by your bank.
5. How to request a refund or raise a claim
Email hello@octofetch.co.uk from the address on your booking, quoting your booking reference and a short description of the reason. You can also raise a change request from your booking detail page in your account. For damage, loss or theft, follow the reporting and evidence steps in our Acceptable Use, Restricted Items & Claims policy.
6. Disputes
If you believe a refund decision is incorrect, please reply to our decision email within 14 days and we will review the case. Nothing in this policy affects your statutory rights.