refund policy.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your booking within 14 days of placing it without giving any reason, provided that collection has not yet taken place.

If you expressly request that the service begins before the end of the 14-day period (i.e., you make a collection booking within 14 days), you acknowledge that your right to a full refund under the cooling-off period ends at the moment your parcel is physically collected from your door.

You may cancel your booking at any time before it is dispatched by emailing support@parchel.com with your booking reference.

Because your card is only authorised (held) — not charged — when you book, cancelling before dispatch means you are never charged. We release your card authorisation immediately; there is no refund to process because no payment was ever taken.

• More than 24 hours before the collection window — authorisation released immediately, no further action needed.
• Less than 24 hours before the collection window, or after collection but before dispatch — authorisation released immediately, provided our driver has not yet departed for your address or your parcel has not yet been dispatched to the carrier.

Once your parcel has been dispatched, your card has been charged the final confirmed amount and your carrier booking is live. No refund is available once dispatch has taken place, other than through the loss/damage claims process below.

If you need to recall a parcel after collection but before it has been dispatched, please contact us immediately at support@parchel.com. We will make every effort to retrieve the parcel, but cannot guarantee this will be possible and a handling fee may apply.

If your parcel's actual weight or dimensions at packing are lower than declared at booking and a lower shipping rate applies, we simply capture that lower, final amount from your authorised card when we dispatch — you are never charged the difference, so no refund is needed.

If your actual parcel weight or dimensions are greater than declared, the final amount can exceed what your card was authorised for. Card networks do not allow us to capture more than the authorised amount, so we will capture your authorised amount and contact you before dispatch with a payment link for the difference. We will not dispatch the parcel until you have paid that top-up or arranged collection of the parcel.

In the unfortunate event that your parcel is lost or damaged in transit, your claim is handled through the selected carrier's claims process. The included protection is the exact figure shown for that service when you book and may be £0. Some contents have no compensation; electronics may be eligible for loss only and not damage.

To make a claim:

• Email support@parchel.com with your booking reference and a description of the loss or damage.
• Provide photographic evidence of damaged items where possible.
• Claims must be submitted within 28 days of the expected delivery date.

We will liaise with the carrier on your behalf and keep you updated throughout the claims process. Settlements are paid by the carrier and are subject to their terms and conditions.

Review the protection status shown at booking. Additional protection is available only where the selected service and contents are eligible; contact us before booking if you need a specific insurance level.

Most cancellations need no refund at all — releasing a card authorisation is instant and no payment was ever taken. This section covers the remaining cases where a genuine refund applies (for example, a loss/damage claim after dispatch). All approved refunds are returned to the original payment method used at checkout. Processing times vary by payment provider:

• Debit/credit card — 3–10 business days
• Bank transfer — 1–3 business days

We do not charge a fee for processing refunds.

For all refund and cancellation requests, please email support@parchel.com with your booking reference in the subject line. We aim to respond within one business day.