Booking & Cancellation Policy
Draft for legal review before launch.
Online booking
Customers provide the information required to price and assess a transport. An available calendar slot is not guaranteed until Transportability accepts the booking and payment has successfully completed. A booking reference is then issued.
Price
The online price is an indicative route calculation. The final charge may change where actual equipment, access, dimensions, weight, battery configuration, route or other requirements materially differ from the information supplied. We will seek agreement before carrying out materially additional chargeable work.
Consumer cancellation
Where a consumer has a statutory right to cancel a distance contract, the cancellation period and exceptions are governed by applicable law. If the customer asks Transportability to begin the service during that period, the customer expressly requests early performance. Where the law permits a charge for service supplied before cancellation, that charge will be calculated in accordance with the applicable rules.
Transportability cancellation
Transportability may cancel or postpone a booking where the equipment is unsafe or materially different from the information supplied, access is unsafe, payload or vehicle limitations prevent carriage, payment fails, or circumstances outside reasonable control prevent performance. Where Transportability cancels a paid booking and no alternative service is agreed, any refund will be handled in accordance with the contract and applicable law.
Customer cancellation
Customers should cancel as soon as possible using the booking reference and the contact details on the website. Any contractual cancellation charge for a business customer or any permitted charge for a consumer service already started will be applied only where legally and contractually permitted.
Failed collection/delivery
Waiting, redelivery and storage charges may apply where the customer is unavailable, access is materially different from the information provided, the address is incorrect, or the equipment cannot be safely collected or delivered. The applicable charge will be communicated where reasonably practicable.
Refunds
Where a refund is due, Transportability will process it through the payment method or payment provider route used for the booking, subject to applicable law and provider processing times.
Important
These provisions do not override statutory consumer rights.