Refund and Cancellation Policy
Refund and Cancellation Policy
G&A GROUP LTD, trading as iMoveit | Version 2.0 | Last updated: 31/10/2026
This policy is part of our Terms of Service. G&A GROUP LTD, trading as iMoveit, is registered in England and Wales, company number 17506293, registered office 128 City Road, London, United Kingdom, EC1V 2NX.
1. Haulier memberships: no refunds
1.1 A membership is a commitment. Once a haulier membership is taken out, fees are non-refundable.
1.2 Every membership has a minimum term of 3 months, billed monthly. There is no free trial. You pay each month of the minimum term, and cancelling does not end those payments.
1.3 We do not give refunds, credits or pro rata adjustments for:
cancelling during or after the minimum term;
downgrading, or not using the membership, its features or all of a paid month;
change of mind, a slow period or not winning jobs;
suspension or termination caused by your breach of our terms.
1.4 The only exceptions are:
Billing errors. If we charge the wrong amount or charge you twice, we will refund the error.
Our termination without cause. If we end your membership without cause during the minimum term, no further fees are due for the rest of that term.
Material changes. If we make a materially adverse change to our terms and you end your membership before it takes effect, you do not pay the remaining minimum-term fees.
Legal requirements. Anything we must refund by law.
1.5 Hauliers are businesses and do not have a statutory consumer right to cancel.
1.6 To cancel your membership, use the billing page. Your membership will end at the end of the minimum term or the end of the current paid month, whichever is later.
2. Customer jobs: the price you pay
2.1 You pay the agreed quote price. There is no extra charge to post a job or to accept a quote. Your payment is held by our payment provider until delivery is confirmed.
2.2 If you cancel after paying, a cancellation charge and the card processing fee we were charged come out of your refund, as set out in section 4. If the haulier cancels, or does not turn up, you are refunded in full and pay nothing.
3. Accepting a quote and paying for it
3.1 One quote at a time. Only one quote on a job can be accepted and paid for at any time. While you are paying for one acceptance you cannot accept another quote on that job. The other quotes are held, not declined, and are released to those hauliers if this booking ends.
3.2 You can have 1 unpaid acceptance at a time. Pay for it or cancel it before accepting another quote.
3.3 Payment windows. Once you accept a quote, you must pay within the window below. It never runs later than 1 hour before the agreed collection time, and never shorter than 15 minutes.
| How far off is collection? | You must pay within |
|---|---|
| Under 3 hours | 30 minutes |
| 3 to 24 hours | 2 hours |
| 1 to 3 days | 12 hours |
| More than 3 days | 24 hours |
3.4 Unpaid bookings expire. If the window closes without payment, the booking is cancelled automatically at no charge to you, the job goes back to the hauliers who quoted, and everyone is told.
3.5 A payment that arrives late. If your payment completes after the window has closed, we honour it only if the job is still available. If it is not, the payment is refunded to you minus the card processing fee, and we explain why by email.
3.6 Before paying you must tick that you agree to the cancellation terms in this policy. We record the version you agreed and when.
4. Cancelling a job
4.1 A cancellation only takes effect when you confirm it. Pressing "Cancel booking" first shows you the exact breakdown: what is kept, what comes back to you, and the moment the figures change. Nothing happens until you tick "I understand and accept these charges" and press "Confirm cancellation". Closing the screen, or not confirming, is not a cancellation — the booking and your payment stand.
4.2 Before you pay. Cancelling an acceptance you have not paid for is always free.
4.3 After you pay. Your refund is the agreed price less the cancellation charge in the table below, and less the card processing fee we were charged by our payment provider — which we cannot get back once the payment has gone through.
| When you cancel | Cancelled by us (the charge) | Card processing fee |
|---|---|---|
| More than 24 hours before the agreed collection time | None | Deducted |
| 2 to 24 hours before collection | 25% of the price | Deducted |
| Under 2 hours before collection, or an approved customer no-show | 50% of the price | Deducted |
4.4 Your cancellation charge is passed to the haulier to compensate them for the lost slot, less our fee on that booking. We keep the card processing fee we have already paid.
4.5 After collection. Once the haulier has marked the goods as collected, the job cannot be cancelled. If something goes wrong, use the problem reporting process in section 7.
4.6 If the job cannot be completed because of the customer — nobody available, wrong address, or access not as described — the haulier can claim a no-show. They wait 1 hour after the agreed collection time before claiming, and you are told and can respond. If our team approves the claim, the 50% charge and the card processing fee apply, whatever the notice period.
5. If the haulier cancels or does not turn up
5.1 You always get a full refund, including the card processing fee. You never pay anything when the haulier cancels.
5.2 The job is reposted straight away marked URGENT, so other hauliers can quote quickly, and we tell you.
5.3 The haulier is dealt with under section 6.
6. Haulier cancellations, strikes and charges
6.1 A haulier who cancels owes us the card processing fee from the original payment, plus a cancellation fee depending on notice:
| When they cancel | Fee | Record |
| More than 24 hours before collection | None | Counts on their record |
| 4 to 24 hours before collection | 10% of the price (£10 minimum, £50 maximum) | A strike |
| Under 4 hours before collection, or a no-show | 20% of the price (£20 minimum, £100 maximum) | A strike and immediate review by our team |
6.2 Strikes. A haulier is warned at 2 strikes in a rolling 90 days, and quoting is paused for 7 days at 3. Strikes drop off after 90 days. A no-show always goes straight to our team.
6.3 Fair exceptions. A haulier can cancel "with exception" — with a reason and evidence, such as a breakdown, an accident or access that is impossible. If our team approves it, the fee and the strike are waived.
6.4 How we collect. Hauliers authorise us at sign-up to charge cancellation fees and processing costs to the card on file, or to take them from their payouts. Card charges are made off-session and grossed up (currently 1.5% plus £0.20) so that iMoveit receives the full amount after our payment provider's fee. If a card charge fails, the amount comes out of the next payout, and quoting stays paused until it is settled.
6.5 These charges are ours to keep. They are not paid to the customer and we hold no stored balances or credits.
7. Problems with a delivery
7.1 After the haulier marks the job delivered, you have 48 hours (the "Confirmation Window") to confirm delivery or report a problem.
7.2 If you report a problem, the funds are held and our team reviews the evidence from both sides. We may decide to:
release the funds to the haulier;
refund you in full; or
refund you part of the price (a partial refund).
We give both sides our reasons.
7.3 Who carries the card processing fee on a refund. Where we refund you because a dispute is upheld in your favour, the card processing fee is normally charged to the haulier and taken from their payout. Our team may decide it should come from your refund, or that iMoveit should carry it, and must record a written reason for either choice. A refund to you can never be reduced by more than you paid.
7.4 If you take no action, delivery is automatically confirmed when the Confirmation Window ends and the funds are released to the haulier. After that, refunds are not automatic. You can still contact us and we will try to help, and your legal rights against the haulier are not affected.
7.5 False or repeated unfounded claims may lead to suspension.
8. How refunds are paid
8.1 Refunds go back to the original payment method through our payment provider. Once we have processed a refund, it normally appears within 5 to 10 working days, depending on your bank.
8.2 Where a cancellation charge or the card processing fee applies, we deduct those from the amount refunded and tell you the exact breakdown before you confirm the cancellation.
8.3 Where a refund is paid after a haulier has been paid, we may deduct the amount from the haulier's later payouts, as set out in the Terms of Service.
9. Chargebacks
9.1 Please contact us before asking your bank for a chargeback so we can try to resolve the problem. Chargebacks on services that were provided may result in account action, and our payment provider's chargeback fee is recorded against the responsible account, which is paused until the chargeback is resolved.
10. Your legal rights
10.1 Nothing in this policy affects your statutory rights. If you are a consumer, the haulier provides the transport service and you have legal rights, including that the service must be performed with reasonable care and skill.
10.2 If you are a consumer you may have a statutory right to cancel a service contract made online within 14 days. If you ask for the service to take place within that period and it is fully carried out, the right to cancel is lost. If you cancel after the service has started, you may need to pay for what has been done.
11. Contact us
Email hello@imoveit.co.uk. Please include your booking reference so we can help quickly.
G&A GROUP LTD, trading as iMoveit 128 City Road, London, United Kingdom, EC1V 2NX Company number 17506293