Cancellation & Refund Policy
Last updated October 2026 · Agreement version 2026-10-v12
Your legal rights
For a consumer distance contract, a statutory cancellation right may apply, normally for 14 days after a service contract is made. Tell us clearly by email or account message that you wish to cancel; no special form is required. Fixed hire dates alone do not establish an exemption; a lawful exception must actually apply to the contract. Starting services during a cancellation period requires the legally required prior express request; a lawful proportionate charge may then apply for services supplied before cancellation. Loss of the right on full performance requires the relevant prior consent and acknowledgement. Accepting this agreement is not that separate request or acknowledgement. A statutory refund goes by the original payment method within the applicable time limit (normally 14 days after cancellation notice), without compulsory account credit.
Fair commercial charges
Statutory rights take priority over this commercial schedule. London calendar-day boundaries apply. Any retained cancellation charge must fairly reflect actual loss, accounting for rehire and avoided costs. The close-to-pickup credit route is not a substitute for a statutory refund.
Full refund at least 14 days before rental
If you cancel at least 14 London calendar days before the earliest item starts, we issue a full refund of the amount paid for the rental booking, including any refundable security payment, to the original payment method. Each captured payment is refunded through its original payment transaction, without a cancellation fee or deduction of payment-processing fees. Your bank or payment provider determines when the refund appears. Uncaptured security card holds are released separately. A separately identified recurring membership fee is governed by the Membership Terms and is not included in a rental cancellation refund. Any account credit redeemed for that booking is restored for 365 days; it is not converted into a cash refund. Existing bookings retain the cancellation terms accepted when booked.
Optional full-value account credit
At least 14 London calendar days before the rental starts, we may offer cancellation for the full remaining paid value as account credit, valid for one year. This includes any remaining paid security payment and replaces a card refund only if you explicitly accept the displayed offer. Unused card holds are released. Credit is automatically applied to eligible future rental charges and is not withdrawable as cash under this commercial policy. Your rights under applicable law are unaffected.
Closer to pickup
If you cancel less than 14 London calendar days before the earliest item starts, we refund the refundable security payment to the original payment method and issue the remaining amount paid as account credit valid for 365 days. Any account credit redeemed for that booking is also restored for 365 days. The account credit cannot be withdrawn as cash under this commercial policy.
Card hold
A pending pickup authorisation is stopped on cancellation. An uncaptured security card hold is cancelled on either path; your issuer decides when available funds are restored. If checkout payment has not completed, no refund or credit is due.
How to cancel
Use the cancellation control in your rental account when available, or contact us with your booking email. If we cancel an unstarted direct booking, we refund the amount paid to the original card.