1. Who we are
This policy sets out how to cancel or change a booking with UniMove and what you can expect to be refunded.
UniMove
Plover Barn, Kings Lane, Longcot, SN7 7SS
smile@unimove.org
2. Cancelling your booking
You can cancel your booking by emailing us at smile@unimove.org with your name and booking reference.
- If you cancel 48 hours or more before your scheduled collection date, you get a full refund.
- If you cancel less than 48 hours before your scheduled collection date, we may keep a reasonable amount to cover costs we have already committed to, such as a booked vehicle slot and any packing kit already sent out. We will always tell you the amount before processing the refund.
3. Rescheduling
Where we can, we are happy to reschedule your collection, your return, or your dates and address free of charge, rather than cancel. If you are not yet sure of your exact return date or delivery address, you can confirm or adjust these with us later at no extra cost. Just email us and we will sort it.
4. Access problems on the day
If we arrive on the agreed day and cannot get safe or reasonable access through no fault of ours, or the job turns out to be materially different from what was booked, this may lead to an extra charge to cover a return visit or extra time and labour. We will always explain any extra charge before applying it. This is separate from a cancellation and does not entitle you to a refund of the original booking.
5. How to request a refund
To request a refund, email smile@unimove.org with your name, booking reference and the reason for your request. We will confirm what you are due and process it promptly.
6. How refunds are paid and how long they take
Refunds are made to the original card used at booking, through Stripe. Once we approve a refund, it is usually processed within 5 working days. After that it can take a few more days for your bank or card provider to show the money in your account.
7. Your statutory rights
This policy is in addition to your rights under consumer law in England and Wales, and does not affect them.
8. Contact us
If you have any questions about cancelling or a refund, email us at smile@unimove.org.