Cancellation Policy

Dropli Cancellation Policy (Legal Version)

This Cancellation Policy (“Policy”) forms part of the agreement between the Customer (“You”) and Dropli (“We”, “Us”, “Our”) and governs all bookings made for transportation, moving, and related services. By placing a booking, you acknowledge and agree to the terms set out below.

1. Right to Cancel
2. 1.1 You may cancel your booking more than 24 hours before the scheduled pickup time without incurring any cancellation fee.

 1.2 Where payment has been made in advance, a full refund will be issued in accordance with Section 7 of this Policy.

2. Cancellations Made Within 24 Hours
3. 2.1 Cancellations made within 24 hours of the scheduled pickup time will incur a cancellation fee of 50% of the total booking value.

 2.2 Where a deposit has been paid, Dropli reserves the right to deduct the cancellation fee from the deposit amount.

3. Same-Day Cancellations (Less Than 4 Hours’ Notice)
4. 3.1 Cancellations made less than 4 hours before the scheduled pickup time will incur a cancellation fee of 75% of the total booking value.

4. Cancellations After Driver Arrival / No-Show
5. 4.1 If the Customer cancels the service after the driver has arrived at the designated pickup location, a cancellation fee of 100% of the total booking value shall apply.

 4.2 If the Customer is not present, not reachable, or otherwise fails to provide access to complete the service, the booking shall be treated as a “No-Show”, and the full booking fee shall become payable.

5. Rescheduling
6. 5.1 Customers may request to reschedule a booking once at no additional charge, provided the request is made at least 12 hours prior to the scheduled pickup time.

 5.2 Rescheduling requests made within 12 hours of the scheduled pickup time may be subject to a £25 administrative fee, subject to driver and vehicle availability.
 5.3 Dropli reserves the right to decline a rescheduling request where operational constraints prevent accommodation.

6. Dropli-Initiated Cancellations
7. 6.1 Dropli may cancel a booking in circumstances including, but not limited to:

• Vehicle breakdown,
• Driver illness or unavailability,
• Operational or safety concerns,
• Circumstances beyond Dropli’s reasonable control.

6.2 In the event Dropli cancels a booking, the Customer shall be entitled to a full refund of any amount paid.
 6.3 At its discretion, Dropli may provide a discount or credit for future services as a gesture of goodwill.

7. Refund Processing
8. 7.1 Refunds for cancellations permitted under this Policy will be processed within a reasonable timeframe.

 7.2 Refunds made to debit or credit cards may be subject to bank processing times outside Dropli’s control.
 7.3 Dropli shall not be responsible for delays caused by third-party payment providers.

8. Exceptional Circumstances
9. 8.1 Dropli may, at its sole discretion, waive or reduce cancellation fees where the Customer provides evidence of exceptional circumstances, including but not limited to:

• Medical emergencies,
• Severe weather conditions,
• Major road disruptions,
• Other events beyond the Customer’s reasonable control.

9. Acceptance of Terms
10. 9.1 By confirming a booking with Dropli, the Customer acknowledges that they have read, understood, and agreed to be bound by this Cancellation Policy.

 9.2 Dropli reserves the right to amend this Policy at any time. Updated versions will be published on Dropli’s website and shall take effect immediately unless stated otherwise.