Cancellation & Refund Policy
Last updated: 7 October 2026
1. About this Policy
This Cancellation & Refund Policy explains what happens if you cancel a booking made through NKVans.
NKVans Ltd
Company number: 17494094
Registered office: 124–128 City Road, London, EC1V 2NX
Email: team@nkvans.com
This Policy should be read together with the NKVans Customer Terms & Conditions.
2. The NKVans Booking Fee
The standard NKVans Booking Fee is 30% of the agreed total booking price.
The Booking Fee is paid to NKVans for its booking, coordination and dispatch services.
The remaining 70% Driver Fee is normally payable directly to the independent Driver.
The Booking Fee is not automatically non-refundable in every circumstance. Refunds depend on the circumstances of the cancellation, the stage reached in providing the NKVans service, any reasonable costs or commitments already incurred, and applicable consumer law.
3. Cancellation More Than 48 Hours Before the Move
Where you cancel more than 48 hours before the scheduled move, NKVans will normally provide a full refund of the Booking Fee where:
- NKVans has not substantially provided the booking/coordination service; and
- no non-recoverable costs or commitments have reasonably been incurred in connection with the booking.
If NKVans has already substantially performed its booking or coordination service, the refund may be adjusted to reflect services already supplied where legally permitted.
4. Cancellation Between 24 and 48 Hours Before the Move
Where you cancel between 24 and 48 hours before the scheduled move, NKVans will assess the circumstances.
A full or partial refund may be available depending on:
- how much of NKVans’s service has already been provided;
- whether a Driver has been confirmed and committed resources;
- whether reasonable costs have already been incurred; and
- whether those costs or commitments can reasonably be avoided or recovered.
Any amount retained will be limited to what is reasonable and lawful in the circumstances.
5. Cancellation Less Than 24 Hours Before the Move
Where you cancel less than 24 hours before the scheduled move, NKVans may retain some or all of the Booking Fee where this reasonably reflects:
- booking and coordination services already provided;
- reasonable costs already incurred;
- resources committed specifically for the booking; or
- losses that could not reasonably be avoided.
NKVans will not impose a cancellation charge that is unlawful or disproportionate.
6. Same-Day Cancellation or Customer No-Show
If you cancel on the day of the move or fail to make the goods available at the agreed time and location, NKVans may retain an appropriate portion of the Booking Fee where services have already been provided or reasonable costs and commitments have been incurred.
If the Driver has attended and the physical service cannot proceed because of circumstances attributable to the customer, the Driver may also have rights to payment for reasonable work, waiting time or costs, subject to the booking terms and applicable law.
7. Statutory Cancellation Rights
Nothing in this Policy removes or restricts any statutory cancellation right available to a consumer.
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, a consumer may generally have a cancellation period for a distance or off-premises contract.
Where a consumer expressly requests a service to begin during the cancellation period, applicable law may permit the trader to charge a proportionate amount for services supplied before cancellation. (Legislation.gov.uk)
Where the relevant service has been fully performed following the consumer’s valid express request and the required acknowledgement, the statutory cancellation right may cease.
8. Driver Cancellation
If the Driver cancels the booking:
- NKVans will use reasonable efforts to find a suitable replacement Driver where reasonably available;
- NKVans will communicate any replacement arrangements to you;
- if no suitable replacement can be arranged and the booking cannot proceed, NKVans will refund the applicable Booking Fee to the extent required by the circumstances and applicable law.
NKVans cannot guarantee that a replacement Driver will always be available.
9. Driver Non-Attendance
If a confirmed Driver does not attend:
- contact NKVans as soon as reasonably practicable;
- NKVans will attempt to contact the Driver;
- where reasonably possible, NKVans will attempt to arrange an alternative Driver; and
- where the move cannot proceed, NKVans will assess the Booking Fee for refund in accordance with this Policy and applicable law.
10. Incorrect or Incomplete Booking Information
If the booking cannot reasonably be completed because information supplied by the customer was materially incorrect or incomplete, including incorrect information about:
- addresses;
- access;
- number of items;
- floors;
- stairs;
- parking;
- vehicle requirements; or
- special items,
additional charges may apply or the Driver may be unable to proceed.
Any additional charge must be reasonable and proportionate.
11. Driver Fee
The Driver Fee is normally paid directly to the Driver and is not held by NKVans.
If you have a dispute regarding an amount paid directly to the Driver, you should raise the matter with the Driver.
NKVans may assist with communications where appropriate but cannot automatically refund money that NKVans did not receive.
12. Refund Method
Where NKVans owes you a refund, it will normally be made using the same payment method used for the original payment unless you agree otherwise or applicable law requires a different method.
Where statutory cancellation rights apply, refunds will be made within the applicable statutory period. The Consumer Contracts Regulations generally require reimbursement without undue delay and within the applicable statutory timeframe. (Legislation.gov.uk)
13. How to Request a Cancellation
To cancel a booking, email:
Please include:
- your name;
- booking reference;
- scheduled move date;
- contact details; and
- confirmation that you wish to cancel.
The time NKVans receives your cancellation request may be relevant when determining the applicable cancellation terms.
14. Exceptional Circumstances
NKVans may consider exceptional circumstances on a case-by-case basis.
Examples may include serious illness, bereavement, emergencies or other circumstances that could not reasonably have been anticipated.
Any discretionary refund is separate from your statutory rights.
15. No Waiver of Consumer Rights
Nothing in this Policy is intended to exclude, restrict or override a consumer right that cannot legally be excluded or restricted.
Any provision that is found to be unlawful or unenforceable will be applied only to the extent permitted by law.
16. Contact
NKVans Ltd
Company number: 17494094
Registered office: 124–128 City Road, London, EC1V 2NX
Email: team@nkvans.com