Last updated: 3 October 2026
This Refund Policy explains when you can cancel a booking and how refunds work. It forms part of our Terms and Conditions. If you are a consumer, nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
If you have any questions, please contact us before sending your parcel at hello@gtvuk.com or on +44 208 090 1425.
At a glance
- Cancel before collection or drop-off: full refund.
- Cancel after a collection has been arranged: refund, less any reasonable costs we have already incurred.
- Cancel after we receive your parcel but before it leaves the UK: refund of the carriage charge, less costs incurred, and you collect your parcel or pay for its return.
- After your parcel has been dispatched: the service has been performed, so carriage charges are not refundable, except where we have failed to provide the service with reasonable care and skill.
- Lost or damaged parcels: handled as a claim under section 12 of our Terms and Conditions.
1. Your right to cancel
If you are a consumer and booked online, by phone or by WhatsApp, you have the legal right to cancel within 14 days of making your booking.
If you asked us to start the service during those 14 days, for example by arranging a collection, you will need to pay for the part of the service we have already provided. Once the service has been fully performed, the right to cancel no longer applies.
We will also refund any booking cancelled before we collect or receive your parcel, even after the 14-day period.
2. How refunds are worked out
Before collection or drop-off
We will refund the full amount you paid.
After a collection has been arranged
If our driver has already been scheduled or has attended, we may deduct the reasonable costs we have incurred, such as the collection charge.
After we have received your parcel, before dispatch
We will refund the carriage charge, less any costs already incurred (for example collection, handling and packaging). Your parcel will be available to collect from our Watford office, or we can return it to you at your cost.
After dispatch
Once your parcel has left the UK, the carriage service has been performed and carriage charges are not refundable, unless we failed to provide the service with reasonable care and skill. In that case, we will put things right or, if that is not possible, give you an appropriate refund or price reduction.
3. Service failures
If we have not provided our service as agreed, please tell us as soon as possible. Depending on what went wrong, we will either re-perform the service at no extra cost or, if that is not possible within a reasonable time, give you a fair refund or price reduction.
4. Lost or damaged parcels
Claims for lost or damaged parcels are dealt with under section 12 of our Terms and Conditions, including the time limits for making a claim and the effect of Parcel Protection. Please keep all packaging and contents until we have finished investigating.
5. What we cannot refund
We cannot refund:
- customs duties, import taxes or charges paid to customs or other authorities;
- extra charges caused by under-declared weight or dimensions, or incorrect information provided by you;
- costs caused by delays, holds or seizures by customs authorities, or events outside our reasonable control;
- costs of removing, returning or disposing of Prohibited Items; or
- indirect or consequential losses, such as loss of profit or business.
6. How to request a refund
Email hello@gtvuk.com or message us on WhatsApp at +44 208 090 1425 with:
- your name and booking reference or tracking number;
- the reason for your request; and
- any supporting information, such as photos.
Please request refunds within 28 days of the date you placed your order. If you are a consumer, this does not limit your statutory rights.
7. How refunds are paid
- Refunds are made to the original payment method used for the booking.
- Refunds can only be paid to the person or business that made the booking.
- Once a refund is approved, please allow 5 to 7 working days for it to reach your account. We check every refund to confirm whether a collection took place.
- Consumers who cancel under their legal right to cancel will be refunded within 14 days of telling us.
8. Contact us
GTV ENTERPRISES UK LTD, 82 Whippendell Road, Watford, WD18 7LR, United Kingdom
Email: hello@gtvuk.com | Phone and WhatsApp: +44 208 090 1425
GTV ENTERPRISES UK LTD is a trading name of GTV ENTERPRISES LTD, a company registered in England and Wales (company no. 13098505). Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.