Company policies

Delivery & cancellation policy

Before collection

Confirm the collection and delivery addresses, contacts, goods, agreed timing, access arrangements and any special instructions in writing. Goods should be appropriately packaged and clearly labelled. Contact us if the actual goods or conditions differ from those used for the quote.

Delivery arrangements

Tell us who can receive the goods and how the delivery location can be accessed. Any authority to leave goods unattended must be explicitly agreed in advance. If access is unavailable, details are incorrect or a recipient cannot be reached, contact is needed to arrange the next step; do not assume automatic redelivery or storage.

Delays and updates

Traffic, access problems, weather or other events may affect an agreed schedule. Contact us for an update if a collection or delivery appears delayed. A specific delivery guarantee applies only if expressly agreed. Changes to the service or additional charges must be discussed rather than assumed.

Changes and cancellations

Email as soon as possible if you need to change or cancel a booking. Include your booking reference, if provided, and the collection details. We will confirm the status of the job and whether the requested change can be accommodated. Any proposed cancellation or change charge must have a lawful basis and reflect the terms agreed for that booking; this website does not impose a fixed cancellation fee.

Refunds

Refund eligibility depends on the service supplied, any agreed booking terms, the reason for cancellation or a service issue, and applicable law. Contact us with the booking and payment details so the request can be assessed. There is no blanket “no refunds” rule. Any refund method and expected processing time will be communicated when the outcome is confirmed.

Loss, damage or incorrect delivery

Report concerns promptly with the booking details, item description, what happened, and available photographs or supporting records. Keep packaging and relevant evidence where practical. We will consider the circumstances and any applicable rights or remedies. Reporting promptly helps investigation; this page does not impose a deadline that removes statutory rights.

Contact

For delivery, cancellation and refund enquiries, email leogatebrokenbackgroup@yahoo.com. An email enquiry does not itself confirm a changed booking or cancellation; request written acknowledgement.