Cancelling Your Booking

1. Your 14-day right to change your mind

If you booked with us over the phone, by email or text, through this website, or anywhere other than at our own premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a legal right to cancel within 14 days, without giving any reason and without penalty. That covers effectively every booking we take.

The 14 days run from the day after the day your contract with us was made: the day after you accepted our quotation or paid a deposit, whichever came first.

This is a right the law gives you. It sits on top of everything in our Terms & Conditions, and nothing in those terms takes it away.

Ordered a Home Pack kit? Kits are goods rather than a service, so the rules are a little different and the seller is Taylor Made Storage Limited. See section 6.

2. How to cancel

Just tell us clearly, before the 14 days are up. Any of these is enough:

• Email [email protected]
• Call or text 07838 194054
• Write to Taylor Made Removals Limited, 28 Cromwell Road, Poole, Dorset, BH12 2NS

You do not have to use a special form. A plain message saying you want to cancel does the job, and we will confirm receipt in writing. If you would rather use the standard wording, the model form is in section 7 below.

To meet the deadline, it is enough that you send your message before the 14-day period ends. Please keep a copy.

3. Getting your money back

If you cancel within the 14 days we refund everything you have paid us, including any deposit, without undue delay and no later than 14 days after the day we are told. We refund by the same method you paid by, and we never charge a fee for making a refund.

The only deduction we can make is described in the next section, and only where you asked us to start early.

4. If your move falls inside the 14 days

Removal dates are often sooner than 14 days after booking, so this matters.

By law we cannot start work during the cancellation period unless you expressly ask us to. If your move, packing, storage or clearance is due to happen inside those 14 days, we will ask you to confirm, in writing and usually by replying to your quotation, that:

• you want us to begin before the 14-day cancellation period ends; and
• you understand that if you then cancel after we have started, you will be charged a proportionate amount for the work already done.

“Proportionate” means exactly that: a fair share of the total price reflecting what we had actually done by the time you cancelled, not the whole price and not a penalty. If we have done nothing yet, there is nothing to pay.

Once the job has been fully completed at your express request within the 14 days, the right to cancel comes to an end. You cannot cancel a move that has already happened. We will always make that clear before we start.

If we fail to get that express request from you, you keep the full right to cancel and pay nothing for work done. We would rather ask than get this wrong.

5. Cancelling or moving a date after the 14 days

Once the statutory period has passed, our own cancellation terms apply. In practice we will nearly always move your booking rather than charge you, and we do not charge at all where a completion date slips through no fault of yours and you rebook with us. Where we genuinely cannot re-let the date, the sliding scale in Terms & Conditions, section 12 applies. Those figures are maximums reflecting our actual loss, not automatic charges.

If we have to cancel, you get a full refund of everything paid for work not carried out.

6. Home Pack kits

Home Pack kits are sold by Taylor Made Storage Limited, a company registered in England and Wales under company number 14355457, registered office 28 Cromwell Road, Poole, Dorset, BH12 2NS. Contact it the same way: email [email protected] or call 07838 194054.

Your 14 days

You can cancel a Home Pack order without giving a reason at any point before the kit is delivered, and for 14 days after the day it is delivered. If any part of your order arrives separately, the 14 days run from the day the last part arrives.

How to cancel

Tell us clearly before the 14 days are up, by email, phone or text, quoting your order reference if you have it. You can use the model form in section 7 (choose “goods”), but you do not have to. We will confirm in writing.

Sending the kit back

If you cancel after delivery, please return the kit to us, or hand it back to us, within 14 days of telling us you are cancelling. Unless the kit is faulty or not what you ordered, you pay the direct cost of returning it. Because the kit is bulky, the simplest option is usually to ask us to collect it: we will tell you the collection charge before arranging it, and you are free to return it some other way instead. If you cancel before the kit is delivered, there is nothing to send back.

Your refund

We refund the price of the kit and the £18 delivery charge, by the same method you paid, without undue delay. If you cancel before delivery, that is within 14 days of you telling us. If you cancel after delivery, it is within 14 days of the day we get the kit back, or of the day you show us evidence that you have sent it, if that is sooner. We never charge a fee for a refund.

You may handle the kit as you would in a shop to check it. If you go further than that, and items have been made up, written on, used or damaged, we may reduce your refund by the loss in value. Used tape, paper and bubble wrap cannot be resold, so their price may be deducted in full. Unused, still-flat items in their original condition are refunded in full.

Faulty or wrong kits

None of this affects your rights if a kit is faulty, damaged or not as described. In that case we pay any return or collection costs and you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. See our terms, section 15.

7. Model cancellation form

You do not have to use this. It is the standard form set out in Schedule 3 to the Regulations, reproduced here because we are required to make it available. Copy it into an email, or print and post it.

8. Complaints

If you think we have got any of this wrong, please tell us first: email [email protected] or call 07838 194054 and ask for Aron or Steve. We acknowledge complaints within 5 working days and aim to answer fully within 14. You can also get free, independent advice from Citizens Advice, and you are always free to take a matter to court.

This version is dated 28 October 2026.