Cancellations & refunds
How draft changes differ from cancelling a future booking, and the rules for changes, refunds and statutory withdrawal.
Updated · Version 1.1 · FindXTrade
1. Current comparisons and drafts
No transport payment is taken by the current comparison workspace. You may edit or remove a draft shipment, remove an imported batch or use Reset quote. These actions change your working records and do not cancel a carrier booking made elsewhere. Resetting a quote does not delete separately saved comparisons or the address book.
When booking and payments are introduced, this policy will operate alongside the transaction’s cancellation information and applicable law. You must receive the relevant conditions before committing. We do not apply a universal “no refunds” rule or promise that all shipping contracts have the same cancellation right.
2. Requesting a booking change or cancellation
Use the cancellation channel in your booking confirmation, or use Contact us with the booking reference, your name, the shipment concerned and the change you want. You do not need to explain a statutory withdrawal where the law does not require a reason. Do not send passwords, sign-in codes or full payment credentials.
A request is not proof that collection, label use or onward carriage has stopped. We must tell you whether cancellation/change is possible, whether the carrier has been notified, what services have already been performed, any lawfully applicable charge, and the resulting refund or revised price. If timing is critical, say so and use the urgent contact method stated on the booking. We cannot promise a round-the-clock support channel unless the service explicitly includes one.
3. Typical situations
The outcome depends on the actual contract and cause. The following explains the questions we will consider; it is not a list of automatic non-refundable charges.
| Situation | How it should be handled |
|---|---|
| Order not accepted or service unavailable | Explain the outcome and return any payment that is due. A provider’s delay does not remove our refund obligations. |
| Unused label / collection not started | Check whether the carrier has accepted, scanned or used the label, cancellation cut-offs and any properly disclosed non-recoverable cost. Issuing a label alone does not establish that every payment is non-refundable. |
| Incorrect details or customer-requested change | Explain the feasible correction and any evidenced, proportionate charge allowed by the agreement. Give the customer the available choice before an optional extra is supplied. |
| Missed collection, service failure or material delay | Investigate the cause and provide the remedy required by the agreed service and law. Do not treat every failed attempt as the customer’s fault. |
| Goods already in transit / redirection / return | Cancellation may no longer stop carriage. Confirm the available diversion/return arrangements, safety/customs constraints and lawful costs before proceeding where approval is required. |
| Loss or damage | Use the claims procedure. Cancellation of the transport charge and compensation for the goods are different questions and may have different legal grounds. |
4. Consumers: statutory cancellation or withdrawal
Where a distance service contract has a statutory cancellation right, UK and many EEA rules generally give 14 days from contracting, subject to the particular law and exceptions. Goods-transport services contracted for a specific date or performance period may be excluded from that right. This exception does not remove rights for poor performance, misdescription or other breaches. Other jurisdictions have their own rules.
If an eligible service is to begin during a statutory cancellation period, the legally required express request and information must be obtained first. A proportionate charge for lawful early performance may be due where the conditions are satisfied. Complete performance may end a cancellation right only where the necessary agreement and acknowledgement have been obtained under the relevant law. These conditions are not met merely by visiting the website or selecting an estimate.
Business customers do not automatically receive a consumer cooling-off right, although the law may protect some business purchasers and a contract may grant its own cancellation right. Any mandatory right prevails over a conflicting carrier or platform condition. If you are unsure, ask us which cancellation rule applies to the proposed booking before ordering.
5. Refund timing and payment method
Where a statutory service-cancellation refund is due, we will meet the applicable legal deadline, including the UK 14-day period where it applies. Other agreed refunds should be processed without undue delay once the amount is determined. We will confirm the amount, calculation and expected processing date rather than advertise an unsupported universal bank-processing time.
Refunds should normally use the original payment method unless you expressly agree otherwise and the law permits. No refund fee will be imposed where prohibited. A payment provider or receiving bank may take additional time after a refund is sent; we can provide evidence of the refund where available. We will not insist on store credit when you are entitled to money.
For a bank-transfer refund, use an appropriately verified process to confirm the account safely. We will not ask for your password or one-time code. Duties/taxes already remitted to an authority can require a separate authority repayment process; we will explain the position and any assistance available. Your statutory rights against us are not postponed indefinitely while we wait for a carrier reimbursement.
6. Optional cancellation notice
If you have a statutory right to cancel, you may send the following notice using Contact us or the cancellation channel supplied in your booking confirmation. You can also use another clear statement; using this wording is optional.
To: FINDXTRADE LTD, via Contact us. I give notice that I cancel my contract for the following service: [describe service and booking reference]. Ordered on: [date]. Customer name: [name]. Customer address: [address]. Date of notice: [date]. Signature: [only if a paper notice is required by the applicable process].
Keep a copy of the notice and proof of sending. Contact us if you have not received an acknowledgement or disagree with a cancellation charge. Complaints and statutory remedies remain available.
Use Contact us. Include the page title and version if asking about a particular clause.