Refund Policy

1. Satisfaction Guarantee

Freeways UK offers a service satisfaction guarantee on all our courier services. If you're not completely satisfied with the quality of our service, we will provide a refund or credit at our discretion.

This guarantee applies to both one-time services and regular clients with business accounts.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Service Failures: When we fail to meet our published service standards, such as significant delivery delays beyond the guaranteed delivery time
• Package Damage: When a package is damaged during transit due to our handling (subject to proper packaging requirements being met)
• Lost Packages: When a package is lost while in our possession
• Incorrect Charges: When you are charged incorrectly for our services
• Service Not Performed: When we fail to collect or attempt delivery of your package

For claims related to lost or damaged items, please refer to our Claims Process outlined in our Terms & Conditions.

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

• 7 days of the service date for service failures, incorrect charges, or services not performed
• 7 days of delivery for package damage
• 21 days from the expected delivery date for lost packages

Refund requests submitted after these timeframes may be reviewed on a case-by-case basis but are not guaranteed.

4. How to Request a Refund

5. Refund Processing

Once a refund is approved, it will be processed as follows:

• Refunds will be issued to the original payment method used for the service.
• Credit card refunds typically appear on your statement within 5-10 business days, depending on your card issuer.
• Bank transfer refunds may take 3-5 business days to process.
• For business account customers, refunds may be applied as credit to your account or processed as a direct refund, based on your preference.

You will receive email confirmation when your refund has been processed.

6. Partial Refunds

In some cases, we may offer partial refunds when:

• Service was partially completed or delivered later than guaranteed but within an acceptable timeframe
• Multiple services were purchased, and only some experienced issues
• Service issues were minor or did not significantly impact the overall service quality

The amount of a partial refund will be determined based on the nature and severity of the service issue.

7. Order Cancellations

7.1 Cancellation by Customer

If you need to cancel a courier service order, the following refund terms apply:

• Before Collection: Full refund if canceled at least 1 hour before the scheduled collection time.
• After Collection, Before Delivery: Partial refund may be available, less a cancellation fee and any costs already incurred.
• After Delivery Attempt: No refund is available once delivery has been attempted.

7.2 Cancellation by Freeways UK

If we need to cancel your order due to circumstances within our control, you will receive a full refund. If the cancellation is due to circumstances beyond our control (e.g., extreme weather, road closures), we will offer you the option to reschedule or receive a full refund.

8. Business Accounts

Business account customers may have specific refund terms as outlined in their service agreements. Where such terms differ from this general Refund Policy, the terms in the service agreement will prevail.

Business accounts with outstanding invoices may have refunds applied as credit against existing balances rather than processed as direct refunds.

9. Exceptions

Refunds may not be available in the following situations:

• Service issues caused by incorrect or incomplete address information provided by the customer
• Delays due to customs inspections or requirements for international shipments
• Delivery attempts where the recipient was not available (subject to our Delivery Policy)
• Packages that were improperly packaged and damaged as a result (as outlined in our Packaging Guidelines)
• Delivery delays caused by circumstances beyond our control, such as severe weather, natural disasters, or major traffic incidents, unless a specific guarantee applies
• Services for prohibited items as defined in our Terms & Conditions

10. Contact Information

If you have any questions about our Refund Policy or wish to request a refund, please contact our customer service team:

We are committed to resolving all refund requests fairly and promptly.