Refunds & Cancellations

This Refunds & Cancellations policy explains the standard cancellation fees, refunds, failed-delivery handling, return charges, redelivery charges and credit note handling for customer bookings made through Urban Priority. This policy should be read together with the Terms of Use.

Where a refund, rebate or cancellation adjustment changes the final amount charged for a VATable delivery, Urban Priority may issue a credit note or updated receipt/invoice showing the net, VAT and gross adjustment where required.

Definitions

• “Driver accepted” means a courier has accepted the job.

• “Driver arrived” means the courier has arrived at the pickup location.

• “After pickup” means the item has been collected or the job has moved into the post-collection stage.

1) Cancellation before driver acceptance

• If you cancel before a driver has accepted the job, no cancellation fee applies.

• If payment has already been taken, the refund amount is normally 100% of the amount paid.

2) Cancellation after driver acceptance but before arrival at pickup

• If you cancel after a driver has accepted the job, a cancellation fee of 12.5% of the amount paid applies.

• The remaining balance will normally be refunded to your original payment method.

3) Cancellation after driver arrival at pickup

• If you cancel after the driver has arrived at pickup, a cancellation fee of 35% of the amount paid applies.

• The remaining balance will normally be refunded to your original payment method.

4) Cancellation after pickup / in transit

• If you cancel after the item has been picked up or the job has moved into the delivery stage, a cancellation fee of 60% of the amount paid applies.

• Depending on the situation, the job may also require return-to-sender, redelivery or support handling, and further operational charges may apply where clearly justified.

5) No-shows, failed delivery and incorrect details

• Additional charges or reduced refunds may apply where the sender or recipient is unavailable, access information is wrong, the address is materially incorrect, or the booking details were misleading and costs were already incurred.

• If a delivery cannot be completed because the sender or recipient is unavailable, access is not possible, the item cannot be safely or lawfully delivered, or booking details are incorrect, we may arrange return-to-sender or redelivery where practical. Extra charges may apply and will be shown before payment where possible.

6) Refund method and timing

• Approved refunds are sent back to the original payment method used for the booking.

• Refund timing depends on your payment provider and bank. In many cases it may take around 3 to 10 business days to appear, although some providers may take longer.

• Where no payment has yet been fully captured, the cancellation may instead reduce or release the pending payment hold rather than appear as a separate refund.

7) Service issues

• If you believe there has been loss, damage, serious delay, misdelivery or another service issue, contact us promptly through the app or at support@urbanpriority.co.uk with your job reference and any supporting evidence, including photos where available.

• Any separate compensation request will be assessed under the Terms of Use, including the liability cap and any legal rights you may have.

8) Statutory rights

Nothing in this policy removes or reduces any rights you may have under consumer law.