Returns Policy
Standby Couriers Ltd
Company Number: 16466551
583 Watford Way, London, NW7 4RT, United Kingdom
1. Overview
This Refund & Returns Policy outlines the terms under which refunds may be issued for services provided by Standby Couriers Ltd (“we”, “us”, “our”).
As a logistics and courier service provider, we do not sell physical goods. Therefore, “returns” do not apply in the traditional retail sense. Refunds are assessed based on service performance and contractual obligations.
2. Service Eligibility for Refunds
A refund may be considered under the following circumstances:
- The service was not carried out as agreed
- A confirmed collection or delivery was not completed due to an error on our part
- Significant delay occurred that falls outside agreed service levels and was within our control
- The service was cancelled by us and no alternative solution was provided
All refund requests are subject to internal review and verification of operational records.
3. Non-Refundable Situations
Refunds will not be issued in the following cases:
- Failed deliveries due to incorrect or incomplete address details provided by the customer
- Recipient unavailable or refusal to accept delivery
- Delays caused by factors outside our control (including traffic, weather, or third-party disruptions)
- Customs delays or regulatory issues
- Incorrect booking details submitted by the client
- Completed services where proof of delivery or attempted delivery exists
4. Cancellations
- Before Dispatch: Services cancelled prior to dispatch may be eligible for a full or partial refund
- After Dispatch: Once a courier has been assigned or collection has commenced, cancellation fees may apply
5. Damaged or Lost Items
In the event of lost or damaged parcels:
- Claims must be submitted within 48 hours of delivery or expected delivery time
- Evidence may be required, including photos, proof of value, and packaging condition
- Compensation, where applicable, will be assessed based on the nature of the service and declared value (if provided at booking)
Standby Couriers Ltd reserves the right to investigate all claims before issuing compensation.
6. Refund Process
To request a refund:
- Contact us at info@sbcouriers.com
- Provide your booking reference and full details of the issue
- Our team will review and respond within a reasonable timeframe
Approved refunds will be processed using the original payment method where possible.
7. Limitation of Liability
Our liability is limited to the value of the service provided unless otherwise agreed in writing. We are not liable for indirect or consequential losses, including loss of business or revenue.
8. Changes to This Policy
We reserve the right to update this Refund & Returns Policy at any time. Updates will be published on our website.
9. Contact
For any questions regarding this policy, please contact:
Standby Couriers Ltd
583 Watford Way
London, NW7 4RT
United Kingdom
Email: info@sbcouriers.com