Refund & Cancellation Policy

We want to make your move easier, which also means we want to be clear with our refund policy.

Firstly, we want to thank you for booking your move with Compare the Man and Van. We understand plans can change and want to make sure our policies are as clear and easy to understand as placing a booking on our platform!

Our drivers use live tracking to update the status of your move — from setting off, to arriving at your pick-up address, to completing the booking. This helps keep you informed and allows us to monitor the booking in case anything needs our support.

Because drivers manage their own schedules and road conditions can be unpredictable, please allow up to one hour after your requested start time for your driver to arrive. If your driver is running late, the quickest way to get an update is to contact them directly using the details in your confirmation email, SMS, or tracking link.

If your driver is more than an hour behind schedule and you’re unable to reach them, contact our friendly support team and we’ll look into it for you.

Cancellation Policy

We offer a tiered cancellation policy based on these circumstances:

Cancelling within an hour of your booking being made*	You will receive a full refund for the booking.
Cancelling after an hour of your booking being made	You are liable to pay the full quoted job amount to compensate the driver who has set time aside to service your booking.

Cancelling within an hour of your booking being made*

You will receive a full refund for the booking.

Cancelling after an hour of your booking being made

You are liable to pay the full quoted job amount to compensate the driver who has set time aside to service your booking.

* Please note: if you have booked a “short notice” job that is due to start within an hour and a driver is already on route we will be unable to offer a full refund as the service has already started.

Making changes to your move

If you need to make a change to your move, reach out to us first to see if we can help! Sometimes changing the date, time, or pick up/drop off of your move is much easier and simpler to do than you having to rebook.

Sometimes a new booking may need to be made to ensure you receive an accurate quote. As soon as you make a new booking on our website, we can then cancel and refund your initial booking avoiding any cancellation fees.

The small print

Compare the Man and Van will always conduct fair and full reviews into all matters. However, we reserve the right to refuse refunds if we believe the customer’s attitude, intentions or moving contents are inappropriate or put the driver’s safety at risk.

Refunds may take up to 4 weeks in consideration of the resolution period and bank transfer times, although we will endeavour to refund within 48 hours. The refund amount is not negotiable as set by our internal policies. The booking fee for the job may be retained by Compare the Man and Van for administration purposes without notice or reason.

More information can be found in our terms and conditions.