Legal

Refund & Cancellation Policy

Last updated: May 2026

We understand that move dates change. Our cancellation policy is designed to be fair — giving you plenty of flexibility if you cancel in good time, while protecting the business when capacity has already been allocated to your job.

Working days means Monday to Friday, excluding weekends and UK Public Holidays.

5+ working days before the move

No charge

Cancel at least 5 clear working days before your scheduled move date and you will not be charged. Any deposit paid will be refunded in full.

2–5 working days before the move

Up to 50%

Cancellations made between 2 and 5 working days before the move date may be charged up to 50% of the agreed job total, to cover team scheduling and vehicle allocation costs.

Within 48 hours of the move

100%

Cancellations within 48 hours of the scheduled move time will be charged at the full agreed price. By this point, team time and vehicle capacity have been fully committed to your job.

Cancellation & Postponement Waiver

Optional add-on

If a Cancellation & Postponement Waiver is purchased in advance of the commencement of services, we agree to waive the cancellation charges in the tiers above. The waiver is subject to the following conditions:

Written notice of your intention to cancel or postpone must be received by us no later than 17:00 on the working day before services are due to commence.
The waiver entitles you to one cancellation or postponement only.
The waiver must be paid for before the move date.

Cancellation & Postponement Waiver

Optional add-on

Written notice of your intention to cancel or postpone must be received by us no later than 17:00 on the working day before services are due to commence.
The waiver entitles you to one cancellation or postponement only.
The waiver must be paid for before the move date.

Rescheduling

If you need to change your move date, contact us as early as possible. We will always try to accommodate rescheduling where our availability allows. Rescheduling with less than 48 hours' notice may be treated as a cancellation.

Refund process

Where a refund is due, it will be returned to the original payment method within 5–10 working days of the confirmed cancellation.

Cancellations by us

In the unlikely event that we need to cancel your booking — for example due to vehicle breakdown or unforeseen circumstances — we will contact you as soon as possible, help you find an alternative date, and refund any deposit in full if we cannot fulfil the booking.

How to cancel

To cancel or reschedule, contact us by phone or email:

Phone: 07958 057151

Email: admin@frankieeeremovals.com

Cancellation timings are calculated from the time we receive your cancellation request, not from when you send it.

Any questions?

Talk to us directly.

If you have a question about your booking or need to discuss your situation, just call or get a quote.

07958 057151