Cancellation & Refund Policy

1. How to cancel

Cancel as early as you can by emailing info@toosweetlogistics.co.uk or calling 07367 417240, quoting your job number. Customers with a portal account can also request cancellation from the job in the customer portal. We confirm every cancellation in writing, with the cancellation stage recorded on the job timeline.

2. Cancellation stages

What (if anything) is chargeable depends on how far the job has progressed when we receive your cancellation. Any charge is limited to the costs we have reasonably incurred, and the amount is confirmed to you in writing before it is invoiced.

2.1 Before driver allocation

The job has not been assigned to a driver or vehicle. No cancellation charge normally applies and any payment taken for the service is refunded in full.

2.2 After allocation, before dispatch

A driver and vehicle have been reserved but have not started travelling to collection. We will normally re-plan the work at no charge; where the reservation has displaced other work or committed subcontractor cost, a reasonable charge may apply and will be confirmed to you first.

2.3 After the driver has been dispatched

The driver is en route to collection. Travel already performed and the driver time committed may be charged.

2.4 After arrival at collection

The driver is on site. The journey to site, waiting time and any loading already carried out may be charged, plus return costs where goods were already loaded.

2.5 After collection / in transit

Once goods are loaded, cancellation is treated as a change of instruction. Returning or re-routing the consignment is chargeable, and the goods remain subject to these terms until they are safely returned or delivered.

3. Customer no-show

Where nobody is available at the collection or delivery address within the agreed window, and we cannot reach you or the contact given, the job may be treated as a failed job. We always attempt contact before doing so. The journey performed, waiting time and any return or storage cost may be charged.

4. Inaccessible collection or delivery

Where the address cannot be safely or lawfully accessed — locked or blocked premises, no lawful place to park, load or unload, unsafe loading conditions, restricted height or weight limits not disclosed at booking, or refused site entry — the job may be aborted. Charges are as set out in section 6.

5. Waiting time

Every job includes 15 minutes' free loading / waiting at collection and 15 minutes' free unloading / waiting at delivery. Waiting beyond those periods is chargeable only at the rate specifically confirmed in your booking, quotation or agreed corporate rate card. Waiting time is recorded from the driver's timestamped arrival event in our system.

6. Aborted journeys and failed jobs

An aborted journey is a job we attended but could not complete for a reason outside our control. Where that happens we may charge for the journey performed, driver waiting time, and any return leg or onward storage. Where the abort is caused by us, no abort charge applies and sums paid for the part of the service not provided are refunded.

7. Redelivery

A second attempt after a failed delivery is a new journey and is chargeable, unless the first attempt failed because of something we did. We agree the redelivery date, address and price with you before attending again.

8. Charges and rates

We do not apply cancellation, waiting, abort or redelivery charges that were not shown with your quotation or confirmed to you in writing. Where a charge applies, we tell you the amount and the reason before invoicing, and it is calculated on the costs reasonably incurred. Corporate accounts may have different, separately agreed rates (section 11).

9. Consumer cancellation rights

• Where you are a consumer and booked online or otherwise at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you 14 days from the day after the contract is made to cancel a service contract without giving a reason.
• If you expressly asked us to start the service inside that period, you may have to pay for the service actually provided up to the point you cancel.
• Once the service has been fully performed following your express request and acknowledgement, the right to cancel is lost where the law so provides.
• At booking we show a separate, unticked express request so you can choose whether the service should begin inside the cancellation period.

10. Refunds and credits

• Refunds are made to the original payment method. Card refunds are processed through our payment provider and typically appear within the provider's and your bank's normal clearing time.
• Where only part of a service was provided, we refund the balance after any chargeable costs described above.
• Account customers may be issued a credit note against the account instead of a card refund, where that is agreed.
• Refunds are recorded against the invoice and visible in the customer portal.

11. Corporate and account customers

Corporate accounts, contract work, Corporate API customers and negotiated rate cards may operate under separately agreed cancellation, abort, waiting and redelivery terms. Where a signed or written account agreement exists, that agreement takes priority over this page for those jobs.

12. Cancellation by us

We may cancel where a job cannot lawfully or safely proceed — undeclared, prohibited or hazardous goods, unsafe loading or access, an overloaded or unsuitable vehicle, unlawful instructions, or driver-hours and roadworthiness constraints. Where the cancellation is not caused by you, we refund sums paid for the part of the service not provided.

13. Related policies

See our Terms of Carriage and our Claims, Loss & Damage Policy. Nothing on this page removes or reduces your statutory rights as a consumer.