At Long Distance Courier, we aim to provide a professional, reliable, and transparent service for every booking — whether it’s a same day courier UK, next day delivery UK, large parcel delivery, or international courier services Europe. We understand that sometimes plans change, and you may need to cancel or amend your booking. This Refund & Cancellation Policy explains your rights, our procedures, and how we handle refund requests in line with UK law.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel certain service contracts within 14 days of booking, unless the service has already begun at your request.

However, because courier and parcel delivery services are time-sensitive, this right does not apply once we have dispatched a driver or started processing your shipment. If you book a same day courier service UK, express delivery service, or any urgent delivery, your right to cancel may be waived if work has already started.

2. Cancellation Before Collection

If you need to cancel before your parcel is collected:

• More than 24 hours before collection – Full refund, minus any payment processing fees.
• Less than 24 hours before collection – Refund minus an administrative cancellation fee of £15 or 10% of the booking cost (whichever is greater).
• Within 2 hours of scheduled collection – No refund for same day or urgent courier bookings, as a driver will have been allocated.

For multi-drop, pallet delivery UK, and ecommerce fulfilment contracts, separate notice periods may apply, as detailed in your service agreement.

3. Cancellation After Collection

Once the courier has collected your parcel, cancellation is no longer possible. We will complete the delivery as booked.

If you wish to recall a parcel after collection, you may be charged for both the outbound and return journeys at standard courier prices.

4. Amendments to Bookings

We understand that you may need to change delivery details. We allow amendments subject to:

• Notification before collection for no additional fee (unless new destination is further away).
• After collection, changes may incur additional charges based on mileage, time, and service type.

For example, changing a London to Manchester courier service to a longer distance or adding fragile item delivery handling will adjust your final price.

5. Refunds for Service Failures

If we fail to deliver your parcel within the agreed timeframe without a valid reason (e.g., traffic accident, extreme weather, customs delays), you may be entitled to:

• A partial refund based on the level of delay
• A full refund if the item is lost or damaged, in line with our Insurance & Liability Policy

We will not issue refunds for delays caused by:

• Incorrect or incomplete delivery details provided by you
• The recipient being unavailable to accept the delivery
• Circumstances beyond our control (force majeure events)

6. How to Request a Refund

Refund requests must be submitted in writing to our Customer Support Portal within 14 days of the original delivery date.

Please include:

• Booking reference number
• Reason for cancellation or refund request
• Supporting evidence (if applicable)

We will process all eligible refunds within 5–10 working days of approval, using the same payment method you used for booking.

7. Non-Refundable Services

The following are non-refundable once booked and confirmed:

• Same day courier UK bookings already in progress
• Dedicated vehicle courier services once a driver is dispatched
• International courier services Europe after shipment is in transit
• Special handling services such as medical courier or temperature-controlled courier once prepared for collection

8. Business & Contract Customers

For scheduled and contract deliveries, ecommerce fulfilment, and logistics services, cancellation and refund terms will be outlined in your signed service agreement. These may differ from the above to reflect operational planning and resource allocation.

9. Contact Us

If you have any questions about cancellations or refunds, please contact:

Customer Services – Refunds Department
contact@longdistancecourier.co.uk

Commitment to Fairness

We aim to be a cheap courier service without compromising on reliability, and we value long-term customer trust. By making our refund and cancellation terms clear, we ensure there are no hidden surprises when you book a courier online or arrange a parcel collection and delivery UK.