Cancellation
This Cancellation and Refund Policy applies to all service requests, bookings, and payments made through www.haulandroute.com (operated by Haulandroute).
By placing an order or paying a booking deposit on our website, you agree to the terms outlined below.
- Nature of Services and Initial Deposit
Consultation and Booking Deposit: The payment made through this website represents an initial Consultation and Booking Deposit. This deposit secures your request for a tailored freight and logistics assessment and reserves logistical resources for your scheduled transport.
Final Quotation: The final price for freight transportation services is determined following a comprehensive assessment of your specific transport requirements (including item volume, weight, dimensions, origin, destination, and handling requirements). Any remaining balance will be invoated and payable separately according to your service agreement.
- Cancellation by the Customer
2.1 Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and applicable EU Consumer Rights Directives:
Consumers have the right to cancel their service agreement within 14 days from the date the initial booking deposit is paid, without giving any reason.
Express Request for Immediate Performance: If you request us to commence services (such as initiating route planning, logistics scheduling, or collection) during the 14-day cooling-off period, you acknowledge that you waive the right to a full refund once service performance has begun.
2.2 Refunds and Deductions Before Collection
Cancellation before service commencement: If a cancellation request is submitted before logistics coordination or transport preparations have started, a refund of the booking deposit will be processed, subject to a deduction for administrative costs already incurred.
Cancellation after scheduling or dispatch: If cancellation occurs after transport arrangements have been finalized, drivers dispatched, or collection attempted, the booking deposit shall be non-refundable to cover administrative, planning, and resource reservation costs.
- Collection and Goods Availability
The customer is responsible for ensuring that goods are fully prepared, accessible, and available at the agreed collection address at the scheduled time.
If collection cannot be completed due to incorrect address details, inaccessible premises, or unavailable goods at the agreed time, the transport appointment may be rescheduled, and an additional operational fee may apply. In such cases, the initial deposit remains non-refundable.
- Cancellation by Haulandroute
We reserve the right to decline, suspend, or cancel a transport booking under the following circumstances:
The items requested for transport fail to match the provided specifications or involve restricted/prohibited goods.
Safety, weather, or regulatory conditions prevent safe transport operation.
Unforeseen logistical constraints render the requested schedule unfeasible.
In the event of a cancellation initiated by Haulandroute prior to service commencement (not due to customer error or breach of terms), the deposit will be refunded in full.
- Refund Processing
Refund Method: All approved refunds will be credited to the original payment method used at the time of booking.
Processing Time: Approved refunds are processed within 10 to 14 business days following written confirmation of the refund.
- How to Request a Cancellation
To request a cancellation or submit an inquiry regarding your booking, please contact our support team in writing with your booking reference number and details of your request:
Address: Suite 2.2–2.7, Bank Studio 23, Park Royal Road, London, NW10 7JH, United Kingdom
Telephone: +44 20 8838 3602
Email: infra@haulandroute.com
Website: www.haulandroute.com
- Amendments to Policy
Haulandroute reserves the right to modify or update this Cancellation and Refund Policy at any time to comply with legal, regulatory, or operational changes. Updated versions will be published on our website immediately.