SKINNERS R&R LTD provides transport and logistics services. Because our services are time- and resource-based (vehicle deployment, driver scheduling, route planning), our refund policy reflects the nature of service delivery. We are committed to fair and transparent handling of all refund requests.
If you cancel a confirmed Booking more than 24 hours before the scheduled collection time, you will receive a full refund of any payment made, processed within 5–10 business days to the original payment method.
Cancellations within this window may incur a cancellation fee of up to 50% of the agreed service price, as resources will already have been allocated. The remaining balance will be refunded within 5–10 business days.
Cancellations made less than 2 hours before the scheduled collection time, or after the assigned vehicle has been dispatched, are non-refundable. The full agreed price is payable.
Same-Day Courier bookings are non-refundable once the service has been confirmed and the vehicle assigned.
If we fail to deliver within the agreed service level due to our operational error (excluding force majeure events), you may be eligible for:
Force majeure events (severe weather, road closures, accidents, strikes, traffic incidents) do not entitle the Customer to a refund for delays.
Claims for damaged or lost Goods are handled separately under our liability provisions (see Terms & Conditions, Section 7). Compensation for Goods is distinct from a service charge refund. Both may apply where appropriate.
White-Glove Delivery bookings may be cancelled up to 48 hours before the scheduled delivery window for a full refund. Cancellations within 48 hours incur a 50% cancellation fee. If the delivery team attends the address and is refused access or cannot complete the delivery due to Customer-side issues, the full charge is payable.
Freight Forwarding brokerage fees are non-refundable once the Company has commenced arrangement of carriage (i.e., engaged with a carrier or issued freight booking instructions). If cancellation is requested before any carrier has been instructed, a full refund of the brokerage fee will be issued.
To request a refund or raise a service dispute:
We will acknowledge your request within 24 business hours and aim to resolve it within 5 business days. Approved refunds will be returned to the original payment method within 10 business days.
If you are dissatisfied with the outcome of a refund request, you may escalate the matter in writing to [email protected] with the subject line "Formal Dispute". We will review the matter at director level and respond within 10 business days.
Unresolved disputes are subject to the courts of England and Wales in accordance with our Terms & Conditions.
SKINNERS R&R LTD
1 Wigram Cottages, Hadham Cross, Much Hadham, England, SG10 6AL
Email: [email protected]
Phone: 07476 667 395
Company No. 16970013