Refund policy

Refund & Cancellation Policy

Last updated: 10/01/2026

PalMove provides man and van / removals services, which are time- and date-specific bookings, not physical goods.
This policy explains how cancellations, refunds, and changes are handled.

Bookings & Payments

All bookings are confirmed once payment is made online.
Once confirmed, the agreed time slot is reserved exclusively for the customer.

Cancellations

✅ Cancellations with sufficient notice

If you need to cancel or reschedule your booking, please contact us at
palmove100@gmail.com as soon as possible.

  • Cancellations made more than 48 hours before the scheduled booking time may be eligible for a full refund or reschedule.

  • Cancellations made within 48 hours of the booking time are not refundable, as the time slot has been reserved and resources allocated.

No-Shows & Same-Day Cancellations

If the customer:

  • Does not attend the booking, or

  • Cancels on the day of the move

👉 No refund will be issued.

Changes to Bookings

We understand plans can change.

  • Requests to change date, time, or details should be made as early as possible.

  • Changes are subject to availability.

  • Significant changes to access, item volume, or distance may affect the final cost.

Service Completion & Time-Based Charges

Our services are charged by time.

  • If the move takes longer than the booked duration, additional time is charged at the standard hourly rate.

  • No refunds are provided for unused time once the service has started.

Damages & Issues

We take great care when handling your belongings.

If you believe damage has occurred as a direct result of our service:

  • Please notify us on the day of the move or within 24 hours by emailing palmove100@gmail.com

  • Include a clear description and supporting photos if possible

Each case will be reviewed fairly and individually.

Non-Refundable Situations

Refunds will not be provided in the following cases:

  • Same-day cancellations or no-shows

  • Incorrect or incomplete information provided by the customer (e.g. stairs, access, item volume)

  • Delays caused by lack of access, parking restrictions, or building management issues outside our control

Statutory Rights

This policy does not affect your statutory rights under UK consumer law.
Where applicable, consumer rights relating to services will apply.

Contact Us

For any questions regarding cancellations or refunds, please contact:

📧 palmove100@gmail.com

We aim to respond as quickly as possible.