Cancellation and Rescheduling Policy

1. About this policy

1.1 This policy applies to the cancellation and rescheduling of current Bities transport bookings. It applies to consumers and to business customers.

1.2 It does not govern a purchase from an independent seller or marketplace. See clause 11.

1.3 Damage, missing goods and service failures are dealt with under the Damage Claims and Refund Policy.

1.4 Our contact information is set out in Company Information and Contact Details.

1.5 In this policy, Booking, Quotation, Booking Confirmation and Services have the meanings given in the Booking and Service Terms. Arrival means the arrival of our vehicle at the first collection address or other agreed starting location for the Booking.

2. Summary

Rescheduling is free. We refund anything you have paid for services we do not provide, as set out in clause 7.

3. How to cancel

3.1 You may cancel your Booking at any time.

3.2 Please tell us as soon as possible, using your booking contact channel or the details in Company Information and Contact Details. Give your booking reference if you have one and say clearly which service you wish to cancel.

3.3 Written confirmation is helpful, but you do not need a particular form or reference to exercise a statutory right.

4. Cancellation fee

4.1 There is no cancellation fee if you cancel before Arrival.

4.2 If you cancel after Arrival, a cancellation fee of £35 applies per Booking. We charge it once for each Booking, however long our vehicle has been present.

4.3 The £35 fee is not charged where the cancellation results from our failure to provide the Service, from a delay caused solely by Bities, or from a situation covered by clause 9.

4.4 We do not charge a waiting charge under the Additional Charges Schedule for the same period that the £35 fee covers. The same time is never charged twice.

4.5 No other cancellation charge applies. In particular, there is no deposit forfeiture, lost-slot charge, minimum-charge penalty, or separate dispatch, travel-to-collection or attendance fee.

5. Work already performed

5.1 Cancellation does not remove your obligation to pay for reasonable work already actually performed at the agreed price. We do not treat the entire booked minimum or price as earned when you cancel.

5.2 We explain any amount we keep and the basis for it, taking into account the work completed, the agreed scope and your legal rights.

5.3 A payment for completed work must not disguise a cancellation penalty. Approved additional work follows the Additional Charges Schedule supplied for the Booking.

6. Goods already in our custody

6.1 If your goods are already in our custody, we will agree a safe, lawful arrangement to return or deliver them. Any further transport you request is agreed separately.

6.2 Cancellation is not permission to abandon goods. We do not add an automatic storage fee.

7. Refunds

7.1 This clause sets out how we pay every refund for a cancelled or unprovided service, including refunds under the Damage Claims and Refund Policy.

7.2 We refund the payment attributable to services we have not provided without undue delay. Where a law sets a specific deadline, we comply with it.

7.3 We deduct only the £35 cancellation fee (where clause 4 applies) and the reasonable cost of work already actually performed. Where we make a deduction, we explain how we calculated it.

7.4 We refund to the original payment method unless you expressly agree another method. We charge no refund fee.

7.5 A refund does not automatically settle a separate damage claim or remove any other legal remedy.

8. Rescheduling

8.1 There is no rescheduling fee.

8.2 A new date and time depend on availability and our confirmation.

8.3 If the scope of the service changes, we explain it and agree any price change with you before we confirm the revised Booking.

9. If Bities cannot perform

9.1 If we cannot supply the agreed service, we will explain the problem and offer a suitable alternative where possible. You do not have to accept an unsuitable replacement.

9.2 Where no acceptable service is supplied, we refund the unprovided part under clause 7. This is without prejudice to any other legal remedy.

9.3 Under the Booking and Service Terms we may need to stop or decline affected work because of unsafe conditions or instructions, prohibited goods, non-payment or failure to provide essential access. This does not create an automatic cancellation charge, and the £35 fee does not apply to a Booking that we stop or decline for these reasons.

10. Statutory cancellation rights

10.1 In short: if you are a consumer, any statutory cancellation right you have is not reduced by this policy.

10.2 Transport of goods contracted for a specific date or period may fall outside the statutory 14-day cooling-off right. Our voluntary cancellation terms in this policy still apply to those Bookings.

10.3 Where statutory cancellation rights do apply, nothing in this policy restricts them. Nor does it make payment for early performance due without the legally required request or information.

10.4 For a service with a statutory cancellation period, beginning the service within that period requires your express request. Where the law requires it, we also obtain your acknowledgement of when the cancellation right will be lost on full performance.

10.5 Any lawful payment on cancellation is proportionate to the services supplied.

11. Marketplace purchases

11.1 Cancelling the purchase of goods does not automatically cancel the Bities transport Booking. Please notify us directly.

11.2 Refunds of the purchase price are handled by the seller or marketplace, unless Bities separately bears legal responsibility.

12. Versions and changes

12.1 The version of this policy supplied when your Booking is agreed applies to that Booking.

12.2 A later website update does not retrospectively introduce a cancellation fee or any other new charge for an existing Booking.