Last updated: 22 July 2026
This policy explains how cancellations, cancellation charges and refunds work across our Same Day Courier, Removals and Managed Storage services. It should be read alongside our Terms and Conditions.
Cancellation charges are not a punishment. Where you cancel a booking, any charge we apply reflects our genuine, evidenced cost or loss directly caused by the cancellation, after we have taken reasonable steps to reduce that loss — for example, by reassigning a driver or vehicle where possible. We do not automatically keep the full amount you have paid simply because a booking is labelled "non-refundable."
Where MIRO cancels a booking, or cannot perform it for a reason within our responsibility, you will not be charged a cancellation fee, and we will refund any amount paid for the service that was not carried out.
Depending on your customer type, the service booked and how your contract was formed, you may have a statutory right to cancel within a set period. Transport-of-goods bookings for a specific date or time — such as a same day courier collection or a removals date — may fall under a recognised exemption from the standard cooling-off period, because the service is tied to a specific date. Where this applies, we will tell you before you pay.
An ongoing managed-storage service is treated separately from any one-off collection or redelivery transport. Where a statutory cancellation period applies to your storage agreement, we will explain this, and if you ask us to begin the service before that period ends, we will ask you to confirm this separately in writing. Business customers do not receive a statutory cooling-off period simply because a booking was made online or by phone; any cancellation terms for business bookings are set out in the applicable business terms.
If you cancel a Same Day Courier booking, any charge reflects the stage the job had reached — for example, whether a driver had already been assigned or dispatched, or whether goods had already been collected. The earlier you cancel, the less likely a charge will apply; the later you cancel, the more likely we will have already committed resources that cannot be recovered.
Removals bookings are confirmed with a 50% payment. If you cancel before your move, any amount we retain reflects work already committed or completed and genuine loss, rather than an automatic full charge. If you cancel after our team has been dispatched, a higher proportion of the price is more likely to apply, reflecting the resources already committed.
No weekly storage charge begins until your goods have actually been collected, so cancelling before collection does not create a storage charge. Ending an ongoing storage agreement is subject to any applicable cancellation right, payment for storage already provided, arranging redelivery, and settling any outstanding balance before your goods can leave our custody.
Where a refund is due, we return it to the original payment method wherever this is supported and appropriate. We check the calculation and the amount before a refund is issued. If a refund cannot be returned to the original method for a valid reason, we will contact you to agree an appropriate alternative.
You can cancel a booking by phone, WhatsApp, email, or through any customer hub we provide. Please include your booking reference and let us know as soon as you can, as this gives us the best chance of reducing any cancellation charge.
If you think a cancellation charge is unfair, please contact us and we will review the calculation. See our Complaints and Claims Policy for how we handle this.
For questions about this policy, contact us on 07393 207202.
Questions about this policy? Contact MIRO Logistics Group.
Call 07393 207202