REFUND & CANCELLATION POLICY

1. PURPOSE OF THIS POLICY

This Refund & Cancellation Policy explains how cancellations, cancellation charges and refunds are handled by SSP Delivery Limited for courier, collection, transportation and delivery services.

This policy should be read together with our Terms & Conditions of Carriage, which contain further information about our services, customer responsibilities, waiting time, failed collection or delivery, additional charges and other booking conditions.

Nothing in this policy is intended to remove or restrict any statutory rights that cannot legally be excluded or limited.

2. CANCELLING A BOOKING

If you need to cancel a booking, you should contact SSP Delivery Limited as soon as possible.

The amount that may be charged for cancellation depends on when the cancellation is received and the time, resources, vehicle availability and other reasonable costs already committed to the booking.

Unless otherwise agreed in writing, our standard cancellation structure is:

3. CANCELLATION CHARGES

The percentages above are maximum amounts rather than an automatic charge in every case.

Any cancellation charge will take account of the circumstances of the cancellation and the reasonable costs, time, resources and loss of vehicle availability directly resulting from the cancellation.

SSP Delivery Limited will not apply a cancellation charge where doing so would be unlawful or where applicable consumer law gives the customer a right to cancel without such a charge.

Where appropriate, SSP Delivery Limited will take reasonable steps to reduce or avoid costs arising from a cancelled booking.

4. CANCELLATION AFTER VEHICLE DISPATCH

If a vehicle has already been dispatched to the collection location, the booking may have already incurred significant costs and committed driver and vehicle availability.

In these circumstances, SSP Delivery Limited may charge reasonable costs arising from the cancellation, subject to the applicable booking terms and law.

Where the circumstances justify it, the charge may be up to the full agreed booking price.

5. CONSUMER CANCELLATION RIGHTS

If you are a consumer, you may have statutory cancellation rights under applicable UK consumer law.

The cancellation rights available to you can depend on how and when the service was booked and the nature of the service.

If you ask SSP Delivery Limited to begin providing a service during an applicable statutory cancellation period, you may be required to pay for services supplied up to the point of cancellation, where permitted by law.

In certain circumstances, statutory cancellation rights may not apply or may be affected where the service has been fully performed or has begun at the customer's request, subject to applicable law.

Nothing in this policy removes or restricts any consumer right that cannot legally be excluded.

6. REFUNDS

Where you are entitled to a refund, SSP Delivery Limited will refund the applicable amount using the original payment method where reasonably possible.

The amount of any refund may depend on:

• Whether the booking has been cancelled;
• When the cancellation was received;
• Whether the vehicle or driver had already been dispatched;
• Whether any part of the service had already been provided;
• Any lawful and proportionate cancellation charges; and
• Any other reasonable costs directly resulting from the booking.

Where a refund is required by applicable law, SSP Delivery Limited will process the refund in accordance with the relevant legal requirements.

7. SERVICES THAT HAVE ALREADY STARTED

If a delivery service has already started, the customer may not be entitled to a full refund where applicable law permits SSP Delivery Limited to retain or charge for services already provided.

Depending on the circumstances, this may include reasonable costs directly connected with work already carried out, such as:

• Vehicle dispatch;
• Driver time;
• Travel and mileage;
• Fuel and other directly incurred journey costs;
• Waiting time;
• Collection work already completed;
• Delivery work already completed; and
• Other reasonable direct costs associated with the booking.

Any amount retained or charged will remain subject to applicable law and any statutory consumer rights.

8. CANCELLATION BY SSP DELIVERY

SSP Delivery Limited may cancel a booking where it is reasonably necessary to do so.

This may include circumstances where:

• The goods are prohibited, dangerous or cannot legally be transported;
• The goods exceed the safe or legal capacity of the vehicle;
• The information supplied by the customer is materially inaccurate or incomplete;
• The collection or delivery cannot safely or lawfully be completed;
• The required vehicle or equipment becomes unavailable;
• Circumstances outside our reasonable control prevent the service from being provided; or
• Continuing the booking would create a legal, safety or insurance risk.

Where SSP Delivery Limited cancels a booking, any refund or cancellation charge will be considered according to the reason for cancellation, the stage of the booking and applicable law.

Where a refund is required by law, we will provide the applicable refund.

9. FAILED COLLECTION

A collection may fail where the goods are not ready, the address or instructions are incorrect, access is unavailable, the customer or contact is unavailable, or other circumstances prevent the collection from being completed.

Where the failure is caused by the customer or circumstances for which the customer is responsible, SSP Delivery Limited may charge reasonable costs associated with the failed collection, including applicable waiting, travel, mileage, return or other direct costs.

Further information about failed collections is contained in our Terms & Conditions of Carriage.

10. FAILED DELIVERY

A delivery may fail where the recipient is unavailable, the delivery address is incorrect, access is unavailable, the recipient refuses the goods, or the goods cannot safely be unloaded.

Where delivery cannot be completed, SSP Delivery Limited will make reasonable efforts to contact the customer for further instructions.

Additional reasonable costs may apply for waiting, return, storage, re-delivery or other arrangements required as a result of a failed delivery.

11. CHANGES TO A BOOKING

Customers should notify SSP Delivery Limited as soon as possible if they need to change a confirmed booking.

Changes may include collection or delivery addresses, times, number of items, weight, dimensions, number of stops, access requirements or loading and unloading requirements.

We will make reasonable efforts to accommodate requested changes, but additional reasonable costs may apply where the change affects the vehicle, driver, mileage, journey, timing or other requirements of the booking.

Further information about booking changes is contained in our Terms & Conditions of Carriage.

12. BUSINESS CUSTOMERS

Different cancellation, payment or refund arrangements may apply to business customers where these have been specifically agreed in writing.

Business customers remain responsible for charges properly due under an agreed quotation, booking, account or credit arrangement, subject to applicable law and the agreed terms.

13. HOW TO REQUEST A CANCELLATION OR REFUND

To request a cancellation or refund, please contact SSP Delivery Limited as soon as possible.

Please provide the following information where available:

• Your name or business name;
• Booking or quotation reference;
• Collection and delivery details;
• Date of the booking;
• Payment details or invoice reference, where relevant; and
• The reason for the cancellation or refund request.

We may request additional information where reasonably necessary to investigate the request.

14. COMPLAINTS

If you believe a cancellation charge or refund decision is incorrect, please contact SSP Delivery Limited so that we can investigate the matter.

We will consider complaints fairly and in accordance with the applicable booking terms, this policy and applicable law.

Nothing in this complaints procedure prevents a consumer from exercising any statutory rights or remedies available under applicable law.

15. STATUTORY RIGHTS

Nothing in this Refund & Cancellation Policy affects any statutory rights or remedies that cannot legally be excluded or restricted.

In particular, where the customer is a consumer, this policy does not remove or restrict rights relating to the provision of services with reasonable care and skill or any other mandatory rights provided by applicable law.

16. RELATIONSHIP WITH OUR TERMS & CONDITIONS

This Refund & Cancellation Policy forms part of the booking information provided by SSP Delivery Limited and should be read together with our Terms & Conditions of Carriage.

The Terms & Conditions of Carriage contain the wider conditions governing our courier and delivery services, including pricing, payment, waiting time, customer responsibilities, liability, insurance, failed deliveries and other operational matters.

Where a specific written booking agreement applies, the agreed booking terms will also be taken into account.

Where there is any conflict with mandatory consumer law, the applicable statutory rights will prevail.

17. CHANGES TO THIS POLICY

SSP Delivery Limited may update this Refund & Cancellation Policy from time to time to reflect changes to our services, business practices or applicable law.

The latest version will be published on this page and will show the date on which it was last updated.

The version applicable to a particular booking will normally be the version in force when the booking is accepted, unless otherwise agreed in writing or required by law.

18. CONTACT