No Refunds Policy

1. General Policy Statement

Once a removal service has been completed or commenced by Removals Hub, no refunds will be issued for customer-initiated cancellations. A removal service is considered commenced once the customer has confirmed the booking and a job reference has been issued by Removals Hub.

2. Definition of "Accepted"

A removal service is formally accepted when:

• The customer has received written confirmation (email or SMS) of the booking with a unique job reference number
• The booking deposit (if applicable) has been received and processed
• The scheduled removal date and time have been confirmed in writing

From this point forward, the service cannot be cancelled for a refund.

3. What This Means for Customers

Once your booking is confirmed and your job reference has been issued, you are committed to the service. Changes or cancellations after this point will not result in a refund. Any costs already paid are non-refundable.

4. Cancellation Policy (Alternative to Refund)

While refunds are not available, customers may request to reschedule their removal to an alternative date, subject to availability and any applicable rescheduling fees. Rescheduling must be requested in writing at least 7 days before the scheduled removal date.

5. Exceptions to No Refund Policy

The following exceptions apply. Please note: Under UK consumer law, Removals Hub cannot exclude liability for failure to provide services that meet legal standards. The following are your rights under UK law:

a) Service Not Provided

If Removals Hub fails to provide the agreed service or cancels the removal without customer request, a full refund will be issued. This is your legal right under the Consumer Rights Act 2015.

b) Service Does Not Meet Standards

Under UK consumer law, services must be carried out with reasonable care and skill, and within a reasonable timeframe. If Removals Hub fails to meet these standards (e.g., damage to goods, failure to complete the removal, failure to meet agreed timescales), you are entitled to compensation. This may include a full or partial refund, repair costs, or compensation for loss, depending on the nature and severity of the breach.

c) Damage or Loss

If your goods are damaged or lost during the removal through Removals Hub's negligence or failure to exercise reasonable care, you may claim compensation as per our liability terms (see Terms & Conditions for liability limits and claims procedure).

d) Force Majeure

If the removal cannot be completed due to circumstances beyond reasonable control (natural disaster, extreme weather making access impossible, government-imposed lockdown), Removals Hub will offer a full refund or reschedule the service at no additional cost.

6. Limitation of Liability

Removals Hub shall not be liable for refunds in cases where the customer cancels, changes, or fails to be available on the scheduled date, or where the removal is delayed due to customer-caused factors (e.g., lack of access, incomplete information, unforeseen obstacles at the property).

7. How to Request a Refund (If Eligible)

Customers wishing to request a refund must contact Removals Hub in writing within 14 days of the scheduled removal date, providing:

• Job reference number
• Reason for refund request
• Supporting evidence (if applicable)

All refund requests will be reviewed and customers will be notified of the outcome within 10 business days.

8. Refund Processing Time

If a refund is approved, funds will be returned to the original payment method within 14-30 business days from the date of approval.