Refund & Cancellation Policy

1. Purpose

This Refund & Cancellation Policy explains the circumstances under which customers may cancel a booking and request a refund for services provided by Manor River Freight Services Ltd (“Manor River”, “we”, “our”, or “us”).

Our Refund Promise: We aim to deal with all cancellation and refund requests fairly, transparently and promptly. Where a refund is due, we will process it within 5–7 working days of approval and keep you informed throughout the process.

By booking our services, you agree to this Policy together with our Terms & Conditions.

2. General Policy

We understand that plans can change. Where possible, Manor River will accommodate cancellation requests fairly and promptly.

Refunds are subject to this Policy and may be reduced by administration fees, collection charges, packing costs or other expenses already incurred on your behalf.

Once goods have been loaded onto a vessel or otherwise dispatched for shipment, no refund will be available.

3. Collection Service Cancellations

3.1 Cancellation More Than 24 Hours Before Collection

Customers who cancel a scheduled collection at least 24 hours before the agreed collection time are entitled to a refund of any collection fees paid, less a 10% administration fee.

3.2 Cancellation Within 24 Hours

Where a collection is cancelled less than 24 hours before the agreed collection time, 50% of the collection fee will be retained to cover operational costs.

3.3 Customer Not Available (“Not at Home”)

If our driver attends the agreed collection address and:

• no one is available;
• access is unavailable;
• the goods are not ready for collection; or
• collection cannot proceed due to the Customer,

the full collection fee will be retained.

Any subsequent collection will require a new booking and may incur additional charges.

4. Warehouse Appointment Cancellations

4.1 Cancellation More Than 24 Hours Before Appointment

Customers who cancel a warehouse appointment at least 24 hours before the scheduled appointment will receive a refund of any deposit paid, less a 10% administration fee.

4.2 Cancellation Within 24 Hours

Where a warehouse appointment is cancelled less than 24 hours before the appointment, 20% of the deposit paid will be retained as a late cancellation fee.

4.3 Failure to Attend (No-Show)

Where a customer fails to attend a scheduled appointment without prior notice, 100% of the deposit paid will be retained.

5. Shipment Cancellations

Customers may cancel a shipment before the goods have been dispatched, subject to the applicable cancellation charges set out in this Policy.

Once goods have been:

• loaded onto a vessel;
• dispatched for air freight;
• handed to a shipping line or carrier; or
• otherwise shipped,

no refund will be payable.

6. Non-Refundable Charges

The following charges are non-refundable where they have already been incurred by Manor River:

• Packing services completed.
• Collection services already carried out.
• Customs documentation prepared.
• Storage charges accrued.
• Third-party transport costs.
• Port handling or shipping line charges.
• Customs or government fees.
• Any other costs incurred on the Customer’s behalf.

7. Refunds

Where a refund is approved:

• refunds will be made using the original payment method wherever reasonably possible;
• refunds will normally be processed within 5–7 working days from approval;
• processing times may vary depending on your payment provider or financial institution.

Manor River reserves the right to verify payment details before issuing a refund.

8. Refunds May Be Refused

Manor River reserves the right to refuse a refund where:

• the goods have already been shipped;
• false or misleading information was provided;
• prohibited or illegal goods were submitted;
• customs authorities have seized the goods due to inaccurate declarations;
• the Customer has breached our Terms & Conditions;
• outstanding charges remain unpaid.

9. Changes to Bookings

Customers wishing to amend a booking should contact Manor River as soon as possible.

While we will make reasonable efforts to accommodate changes, amendments are subject to operational availability and may incur additional charges.

Changes requested after goods have been shipped cannot be guaranteed.

10. How to Request a Refund

Refund requests should be submitted as soon as possible and include:

• Customer name;
• Booking or invoice number;
• Contact details;
• Reason for the cancellation or refund request;
• Supporting information where applicable.

Requests may be submitted by email, telephone or in person at our office.

11. Customer Responsibilities

Customers remain responsible for:

• ensuring booking information is accurate;
• cancelling appointments within the required notice period;
• paying any applicable cancellation charges;
• collecting goods promptly to avoid storage charges;
• obtaining appropriate cargo insurance.

12. Manor River’s Rights

Nothing in this Policy limits Manor River’s rights under its Terms & Conditions.

Manor River reserves the right to:

• deduct outstanding charges from any approved refund;
• refuse refunds where this Policy permits;
• amend this Policy from time to time.

Any amendments will apply to future bookings and will be published on our website.

13. Contact Us

For questions about this Refund & Cancellation Policy, or to request a cancellation or refund, please contact:

Manor River Freight Services Ltd
Telephone: 0208 691 7766 / 67
Email: info@manorriver.co.uk
Website: www.manorriver.co.uk

Version: 1.0
Effective Date: 1 July 2026
© Manor River Freight Services Ltd. All Rights Reserved.