Cancellation & Refund Policy

We understand plans change. This policy explains how cancellations, reschedules, and refunds work. It should be read with our Terms & Conditions.

1. Cooling-off

If you book online/at a distance as a consumer, you may have a 14-day cooling-off period under UK consumer law. If the agreed service date is within the cooling-off window and you ask us to begin service (or provide services) during that period, you may lose the right to cancel without charge, and reasonable costs may apply for work done or slots reserved.

2. Time-based Cancellation Fees

• If you cancel at least 36 hours before your move day, you will receive a full refund.

Notes: If specific crew/vehicle/permits were secured, we may deduct non-recoverable costs. Where law grants stronger rights, those prevail.

3. Rescheduling

• Reschedules requested 7+ days before are free, subject to availability.
• Requested 3–6 days before: £25 admin fee may apply.
• Requested within 48–72 hours: £50 admin fee may apply.
• Requested within 48 hours: treated as a cancellation; see fees above.

4. No-Shows & Access Issues

• If our crew arrives and cannot gain access, the job may be treated as a same-day cancellation (100% charge) plus waiting time/parking costs where applicable.
• Waiting time due to keys/parking/lift delays may be chargeable at the hourly rate.

5. Refund Method & Timing

Approved refunds are sent to the original payment method. Depending on your bank, it may take 5–10 business days to appear.

6. Force Majeure

If we must cancel or delay due to events outside our reasonable control (e.g., severe weather, incident, road closures), we will offer the next available slot or a refund of amounts paid for services not provided.

7. How to Cancel or Reschedule

Email booking@newdawnmovers.com or call +44 7353 239 204 with your booking reference and preferred action.