Cancellation and Failed Collection

When a booking becomes binding

A quotation is not a booking. A booking becomes binding only when OBTA has accepted your request in writing and you have agreed the quoted price and these terms. Until that point neither party is committed. Once accepted, the agreed price and the charges set out on this page apply.

Cancelling before dispatch

If you cancel before a driver has been dispatched, no charge applies. Please tell us as soon as possible so we can release the scheduled time.

Cancelling after dispatch or arrival

Where a driver has already been dispatched or has arrived for collection, a charge may apply to recover the real cost and lost capacity of the committed journey and time. The amount reflects how far the job had progressed before cancellation. We will confirm the amount with you at the time. The earlier you tell us, the more we can do to limit any charge.

Failed collection

• If collection cannot be completed because no one is available, access is not possible, the goods are not ready, or the collection details provided were wrong, the job may be treated as a failed collection.
• A charge may apply to recover the real cost and lost capacity of the driver's committed journey and time. Customer-caused waiting that contributes to a failed collection is charged under our Waiting and Additional Charges terms.
• A re-booking following a failed collection is treated as a new request and confirmed on a new quotation. A re-delivery charge may apply where goods must be returned or re-attempted.
• We will contact you to agree the next step before incurring further cost where it is safe and practical to do so.

Unavailable recipient at delivery

• If delivery cannot be completed because the recipient is unavailable or access is not possible, the goods may be returned or held.
• A re-delivery, return or holding charge may apply, and any waiting time is subject to our Waiting and Additional Charges terms.
• Please ensure the recipient is available and access is possible at the agreed time, or let us know in advance to re-arrange.

Notice and re-booking

The more notice you give, the more we can do to minimise any charge. Where a job is re-booked following a cancellation or failed collection, it is treated as a new request and confirmed on a new quotation.

How charges are calculated

Any charge applied under this policy reflects the real cost and lost capacity caused by the event — the driver's committed time, mileage already incurred, and work that could not be allocated to another job. Charges are not arbitrary penalties. Where a charge may apply we will confirm the amount with you and, where safe and practical, agree it before it is incurred.

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