Refund Policy

Effective Date: 7 April 2025

At Parcel Relay, we take pride in offering secure and convenient parcel delivery services. Please read our refund policy carefully to understand your rights and responsibilities.

1. No Refund After Service Use

Once a customer has physically used our service—either by having a parcel delivered to us, collecting a parcel, or receiving a re-delivery—we do not offer any refunds. This includes:

Use of a subscription plan after a parcel has been received on your behalf.
Any successful re-delivery completed by our team.
Pay-per-use transactions where the service has been initiated or completed.

2. Subscription Cancellations (Before Use)

If you have purchased a subscription and have not yet used the service, you may request a cancellation and full refund within 14 days of your purchase under UK consumer law.

To qualify, no parcels must have been received, held, or re-delivered during this payment period. Each new monthly payment constitutes a new payment period.

3. Exceptional Circumstances

In rare cases (e.g., accidental double billing, technical error), we may issue a refund at our discretion. Please contact our support team at hello@parcelrelay.co.uk to raise a request.

4. Contact Us

If you have questions about your billing, usage, or refund eligibility, contact us at:
📧 hello@parcelrelay.co.uk
📍 Unit 6, 5 Clockhouse Avenue, Barking, IG11 7PS