Effective Date: December 2025

At Eston Ltd, we strive to provide reliable and efficient logistics services. However, we understand that circumstances may change. This Refund and Cancellation Policy outlines the conditions under which refunds, credits, or cancellation fees apply to our transport services.

1. Cancellation by Customer

If you need to cancel a booked service, please notify us immediately in writing or via phone.

More than 24 Hours Notice: If a cancellation is made more than 24 hours before the scheduled collection time, a full refund will be issued (minus any administrative banking fees).
Less than 24 Hours Notice: Cancellations made within 24 hours of the scheduled collection may incur a fee of up to 50% of the agreed rate to cover vehicle allocation costs.
On Arrival / Dead Freight: If the vehicle arrives at the collection point and the goods are not ready or the job is cancelled on-site, 100% of the agreed rate ("Dead Freight") will be charged.

2. Refunds for Service Failure

In the rare event that Eston Ltd is unable to fulfill a confirmed booking due to our own operational failure (e.g., vehicle breakdown with no replacement available):

We will offer a full refund of any monies paid for that specific shipment.
Alternatively, we can offer a service credit for future bookings.
Eston Ltd is not liable for consequential losses (e.g., loss of profit) arising from delays, as per our Standard Terms & Conditions.

3. Damaged or Lost Goods

Refunds are not issued for the transport cost in the event of damaged goods. Instead, this is handled via an Insurance Claim.

All claims for loss or damage must be notified to us in writing within 7 days of delivery.
Claims are processed according to RHA (Road Haulage Association) or CMR conditions, whichever applies.
Transport charges remain payable in full to validate the insurance cover.

4. Overpayments & Duplicate Payments

If a customer accidentally overpays or pays an invoice twice, Eston Ltd will refund the excess amount immediately upon verification.

5. Processing Timeframes

Approved refunds will be processed within 7-14 business days. Refunds will be issued using the original payment method (Bank Transfer or Card) used at the time of booking.

6. Contact for Refunds

To request a cancellation or refund, please contact our accounts team:

Email: [email protected]
Phone: +44 7471 304033