Privacy & Service Policy
Payments & Refunds
We do not store credit card details nor do we share financial details with any 3rd parties.
If you have any questions regarding our refund policy, please contact us prior to arranging your same day courier collection.
A full refund will be issued for The Same Day People bookings that are cancelled prior to collection or courier dispatch. To cancel your bookings, please call us on 0333 772 6068.
Claims must be submitted before collection is made or courier arrival.
Refunds will take two working days to handle as all refunds have to be process checked to ensure that no collection took place or courier arrived on site.
Refunds are not issued for failed collections. If your parcel is not collected by our couriers during the pre-requested time, please contact us to rearrange a collection.
If you cancel at the time of, or after the courier collection has been made the customer will be charged in full.
If you are cancelling within 12 hours of the job then we will refund you but deduct a call-out charge to cover our courier charges to that point.
If you want us to return the courier consignment back to you due to change of mind, excess weight or any other reason you are liable for courier collection and courier delivery charges.
If your parcel is returned without it having left due to insufficient packaging, incorrect documentation or prohibited items found in your consignment, you will be liable for the courier costs and will be issued with a partial refund for the carriage costs. Please note that refunds can’t be processed for any consequential loss.
Transit times are not guaranteed and therefore, refunds will not generally be issued for delayed shipments unless it can be proved that the courier has acted negligently.
Waiting Time Charges
Our vehicles come with a free loading period of 30-60 minutes depending on vehicle size, after this time frame has surpassed, you will be liable for waiting time charges which are charged at a minimum of £25+VAT per hour (this can change depending on vehicle size, circumstances or unless agreed otherwise with one of the members of our team).
If our courier has to load/unload the vehicle at collection or delivery you will be liable for Handball Charges, these charges differ and are dealt with on a case-by-case basis, in some instances a charge will not be incurred if the loading/unloading is not excessive or time-consuming.
Loss or Damages
In rare events of parcel loss or damage, up to 100% of your courier costs will be refunded. (Please note: Claims for damage will only be accepted if the parcel is signed for as damaged upon delivery by our couriers).
Remote areas may take longer. Estimations are based on average transit times. Delays due to traffic, weather etc… can occur, so we advise that you plan for this possibility.
Deliveries to offshore islands (Hebrides, Isle Of White, Isle Of Man etc)
Please note any deliveries to offshore islands are dependent on ferry timings and availability.
Ferries going to the Hebrides do get cancelled due to elements out of anyone’s control, wind speed etc. We are happy to continue the journey to deliver for you but in some cases, our vehicle and drivers can be off the road for a number of days waiting for an available ferry to cross.
If the ferry our courier has booked gets cancelled for any reason and you wish them to continue to attempt delivery, you will be liable for charges, if you change your mind and want the consignment returned you will be liable for re-delivery charges.
Help with our Service Policies
If you need help regarding a return, please call us at 0333 772 6068.