Cancellation & No-Show Policy
We understand that moving plans can change. This policy explains how we handle cancellations and no-shows fairly and proportionately. It should be read together with our Terms & Conditions.
1. Our approach
We understand that moving plans can change.
Our cancellation policy is designed to treat customers fairly while protecting MoreClutr from genuine costs and losses caused by cancellations or failed moves.
We will always aim to deal with cancellations reasonably and proportionately. We do not use cancellation charges as a penalty or as a way of making a profit from a cancellation.
2. Cancelling your booking
If you need to cancel your move, please contact MoreClutr as soon as possible. Please provide your booking reference where available.
The date and time MoreClutr receives the cancellation request will be used when assessing the cancellation.
Where a cancellation occurs sufficiently in advance and MoreClutr has not incurred any non-recoverable costs specifically relating to the booking, the deposit will normally be refunded.
Where MoreClutr has already incurred genuine, unavoidable costs or losses specifically resulting from the cancellation, we may retain an appropriate amount from the money already paid.
3. Late cancellations
Cancellations made close to the agreed moving date can cause greater losses because crew, vehicles and time may already have been reserved and it may no longer be possible for MoreClutr to replace the booking.
In these circumstances, MoreClutr may retain some or all of the deposit where reasonably necessary to cover genuine losses arising from the cancellation.
We will consider the circumstances of the cancellation and will not automatically treat every late cancellation in exactly the same way.
4. Same-day cancellation
If a customer cancels on the day of the move, the deposit may be retained where it reasonably reflects losses incurred by MoreClutr.
Where MoreClutr has suffered additional direct losses that are reasonably attributable to the cancellation, we may seek to recover those losses where permitted by law.
We will not automatically charge the customer the entire remaining booking balance simply because the booking was cancelled on the day.
5. No-show or failed commencement
A booking may be treated as a no-show or customer-caused failed commencement where MoreClutr’s crew attends at the agreed location and within the agreed arrival arrangements, but the move cannot reasonably begin because of circumstances for which the customer is responsible.
This may include:
- the customer being unavailable and unable to be contacted;
- the property being inaccessible;
- the customer not being ready to proceed;
- required access or parking arrangements not being made;
- the customer preventing the crew from carrying out the agreed service; or
- other circumstances caused by the customer that make the move impossible to commence.
MoreClutr will make reasonable attempts to contact the customer and, where appropriate, allow a reasonable opportunity for the problem to be resolved.
If the move cannot reasonably commence, the deposit may be retained to cover reasonable losses resulting from the failed commencement. Where additional direct losses are incurred, MoreClutr may seek to recover those losses where permitted by law.
6. MoreClutr cancellation
If MoreClutr has to cancel a confirmed booking because we are unable to provide the agreed service, we will explain the situation to the customer as soon as reasonably possible.
Where MoreClutr cannot provide the contracted service, we will refund money paid for services we cannot provide, subject to applicable law and any rights or remedies available to the customer.
We will not apply a customer cancellation charge where the cancellation is caused by MoreClutr.
7. Exceptional circumstances
We understand that some cancellations happen because of circumstances outside a customer’s reasonable control.
MoreClutr may, at its discretion, reduce or waive a cancellation charge where the circumstances make it reasonable to do so. Any such decision will be considered on a case-by-case basis.
8. Refunds
Where a refund is due, MoreClutr will normally return the money using the original payment method. Where payment was made through Stripe, the refund will normally be processed through Stripe.
The amount refunded will depend on the applicable circumstances and any genuine, unavoidable costs or losses that MoreClutr is lawfully entitled to retain.
9. Statutory rights
Nothing in this policy is intended to exclude, restrict or remove any legal rights or remedies that a customer has under applicable consumer law. If a legal right gives you greater protection than this policy, that legal right will apply.
10. Policy review
This is MoreClutr’s initial operating cancellation and no-show policy. We may review and update this policy as the business develops and as we obtain real operating data concerning cancellations, no-shows and associated costs.
Any updated policy will apply only as permitted by law and will not retrospectively remove rights that have already arisen.
Contact us
To discuss a cancellation or if you have any questions about this policy, please contact us at info@moreclutr.com.