Refund Policy - The Basics

Refund & Cancellation Policy

Last Updated: October 2025
Company: Northern Parcel Co. Ltd
Registered in England and Wales
Company Number: 16810149
Registered Office: Collingwood Buildings, 38 Collingwood Street, Newcastle Upon Tyne, England, NE1 1JF
Email: northernparcelco@gmail.com
Website: www.northernparcels.co.uk

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1. Overview

At Northern Parcel Co. Ltd, we aim to provide reliable, time-critical courier and delivery services throughout the UK.
This Refund & Cancellation Policy outlines when you may be entitled to a refund, credit, or cancellation, and how to request one.

By booking a service or using this website, you agree to this policy and our Terms & Conditions.

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2. Cancellation by the Customer

a. Before Collection

• If you cancel a booking more than 24 hours before the scheduled collection time, you may receive a full refund.

• If you cancel within 24 hours of the scheduled collection, a cancellation fee of up to 50% of the total service charge may apply.

• Once a driver has been dispatched or has arrived at the collection address, no refund will be issued.

b. Same-Day or Urgent Bookings

Due to the immediate nature of urgent and same-day courier services, these bookings cannot be refunded or cancelled once confirmed.

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3. Cancellation by Northern Parcel Co. Ltd

We reserve the right to cancel or refuse a booking in cases including (but not limited to):

• Unsafe or unlawful consignments

• Unavailable access or incorrect address details

• Force majeure events (accidents, extreme weather, road closures, etc.)

• Non-payment or breach of Terms

If we cancel a booking for reasons not caused by the customer, a full refund or re-delivery credit will be offered.

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4. Refund Eligibility

Refunds may be considered under the following circumstances:

• The collection or delivery could not be completed due to our fault.

• The service provided was materially different from what was agreed.

• A duplicate payment or booking was made in error.

Refunds will not be issued for:

• Customer error (incorrect address or contact details)

• Failure to provide access or recipient availability

• Delays caused by traffic, weather, or third-party circumstances beyond our control

• Goods improperly packaged or declared

5. Refund Process

To request a refund, please email northernparcelco@gmail.com with:

• Your full name and contact details

• Booking reference number

• Date of collection/delivery

• A brief description of the issue

All refund requests must be made within 7 days of the scheduled delivery date.
We aim to review and respond within 5 working days, and approved refunds will be processed within 10 working days using your original payment method.

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6. Partial Refunds and Credits

In some cases, we may issue a partial refund or service credit (e.g. for minor delays or partial completion).
Service credits can be used towards future bookings within 6 months of issue.

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7. Force Majeure

We are not liable to issue refunds for any delays or non-performance caused by events beyond our control, including but not limited to:
accidents, road closures, severe weather, strikes, or mechanical failures.

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8. Non-Refundable Services

The following services are non-refundable once confirmed:

• Wait-and-return courier services once driver has arrived

• Legal and time-critical document deliveries

• Bespoke or scheduled recurring routes

• Same-day and urgent collection bookings

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9. Contact Details

For all refund or cancellation requests, please contact:

Customer Service Team
Northern Parcel Co. Ltd
📧 northernparcelco@gmail.com
📍 Registered Office: Collingwood Buildings, 38 Collingwood Street, Newcastle Upon Tyne, England, NE1 1JF

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10. Governing Law

This Refund & Cancellation Policy shall be governed by and construed in accordance with the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.