Last updated: 1 January 2025
This Refund Policy explains the circumstances under which MRB Nationwide Logistics ("we", "us", "our") will issue refunds or credits for cancelled or disputed bookings. We aim to be fair and transparent in all cases.
If you cancel a confirmed booking more than 24 hours before the agreed collection time, you are entitled to a full refund of any deposit or prepayment made. No cancellation charge will apply.
If you cancel a confirmed booking within 24 hours of the agreed collection time, a cancellation fee of up to 50% of the agreed job price may be applied to cover driver scheduling and operational costs already incurred. Where no prepayment has been taken, an invoice may be raised for this cancellation fee.
If you cancel after a driver has already been dispatched to your collection address, a cancellation fee of up to 75% of the agreed job price may be applied. This reflects the full cost of driver time, vehicle use, and fuel already committed to your job.
Due to the urgent nature of same-day services, cancellations made after collection booking confirmation may incur the full job price if the driver is already en route.
In the rare event that we must cancel a confirmed booking due to vehicle breakdown, driver unavailability, or circumstances beyond our control, you will receive a full refund of any prepayment made. We will notify you as soon as possible and make every effort to arrange an alternative vehicle or reschedule your delivery.
If we fail to deliver within the agreed timeframe due to our own error or negligence, you may be entitled to a partial refund or service credit, assessed on a case-by-case basis. Please contact us within 48 hours of the scheduled delivery to report a service failure.
Delays caused by events outside our control — including severe weather, road closures, accidents, or inaccurate delivery information provided by the Client — do not qualify for refunds.
Claims for loss or damage to Goods in transit are handled under the terms of our goods-in-transit insurance and as described in our Terms of Service. Compensation for damaged or lost Goods is separate from service fee refunds and is subject to the claims process outlined in our Terms.
To initiate a damage or loss claim, notify us in writing within 7 days of the delivery date, providing photographic evidence and a description of the damage.
If delivery cannot be completed because no authorised person is available to receive the Goods at the agreed address and time, a re-delivery charge will apply. The original delivery fee is non-refundable in this circumstance. We will contact you to arrange a re-delivery at a mutually convenient time.
If a delivery failure or additional costs arise due to incorrect, incomplete, or misleading information provided by the Client at the time of booking (including wrong addresses, wrong contact details, or undeclared access restrictions), no refund will be issued and additional charges may apply.
To request a cancellation or refund, please contact us as soon as possible:
Please provide your booking reference (if applicable), the date of the job, the service booked, and the reason for your refund request. We will acknowledge your request within one business day and aim to resolve it within 5 business days.
Approved refunds will be returned via the original payment method where possible. Bank transfer refunds are processed within 5–10 business days. We do not charge any administration fees for processing approved refunds.
If you are not satisfied with the outcome of a refund request, please escalate your concern in writing to info@mrbnationwidelimited.online. We will endeavour to resolve all disputes fairly and promptly. If a resolution cannot be reached, the matter may be referred to an independent mediator or the appropriate legal jurisdiction under English law.
Our services are provided on a business-to-business (B2B) basis. The Consumer Rights Act 2015 and Distance Selling Regulations may apply where services are provided to individuals acting in a personal (non-business) capacity. Please contact us if you believe these apply to your situation.
We reserve the right to amend this Refund Policy at any time. The current version is always available on this page. Changes take effect from the date of publication and apply to bookings made after that date.
MRB Nationwide Logistics
27 Ayreshire Grove, Lightwood, Stoke-On-Trent, England, ST3 4TL
Email: info@mrbnationwidelimited.online
Phone: +44 7400 728749