Cancellations & refunds

How to cancel or change a booking

Email contact@velocitystudios.uk with your Booking ID and a clear request to cancel or change the service. If dispatch or collection is imminent, also call 0800 994 9690 or message the team in your booking conversation so we can act quickly.

Email gives you a written record, but a valid statutory cancellation does not have to use a particular form or channel. You do not need to wait for our acknowledgement to exercise a cancellation right before its deadline. A free quote request can be withdrawn before a booking is accepted.

When a 14-day cancellation right applies

For a consumer service booked at a distance, such as online or by phone, a statutory 14-day cancellation period generally runs from the day after the contract is made, unless an exception applies. You can cancel during that period without giving a reason, subject to the rules below for work you expressly asked us to start early.

The statutory cooling-off right does not apply to a contract for transport of goods that provides for a specific date or period of performance. This can include vehicle transport or recovery booked for an agreed date or period. A separately agreed assistance service must be assessed on its own terms; we do not treat every roadside request as automatically exempt.

There is also a limited exception for specifically requested urgent repair or maintenance visits. It does not automatically cover additional services or goods. We will identify any applicable exception in the booking information before you accept. If an exception does not apply, we will respect your statutory cancellation right.

If you want the service to start sooner

Where a cooling-off right applies and you want work to begin within it, we will ask for your express request before starting. Selecting a preferred time or making an initial quote enquiry is not, on its own, a waiver of your rights.

If you then cancel before completion, you may have to pay a proportionate amount for the service actually supplied up to cancellation, provided the required information and request were given. The right is lost after full performance only where the legal conditions are met, including your prior express request and acknowledgement that completion will end the cancellation right. We cannot use an early-start request to override rights concerning faulty service.

Reasonable cancellation & failed-collection costs

Outside a statutory cooling-off entitlement, cancelling an accepted booking may leave costs for work done or resources committed. Examples include an operator's reasonable dispatch or travel costs, work already carried out and unavoidable third-party charges caused by the cancellation or a customer-side failed collection.

We assess the actual circumstances, take reasonable steps to reduce the loss, allow for saved costs and replacement work, and explain the calculation. We do not automatically keep every deposit, impose a penalty or recover the same loss twice. A charge will not exceed the agreed total for the cancelled service; separately authorised additional services remain payable. Statutory rights take priority.

If we cannot provide the agreed service, we will explain alternatives. You do not have to accept a materially different service. Payment for an unprovided service will be refunded where due; any deduction for a separately completed part must be lawful and explained. Where our service is faulty, the remedies available under consumer law apply.

How refunds are handled

We confirm the amount and any lawful deduction in writing. Refunds due after exercising a statutory service cancellation right are made without undue delay and within 14 days after we are informed of the cancellation. Other agreed refunds are processed promptly, normally within 14 days of agreement, or sooner if the law requires.

We use the original payment method unless you expressly agree otherwise, without a refund administration fee. Your bank or payment provider controls when the credit appears. If you disagree with a deduction, ask for its breakdown or use the complaints process. Your rights to seek independent advice or use a payment-provider dispute process are unaffected.

Optional cancellation form

You may copy this into an email or letter. It is optional; any clear cancellation statement will do where you have a right to cancel.