Refund policy

Refund Policy – Nash Industries Courier

Last updated: March 2026

1. Overview

Nash Industries Courier provides time-sensitive, same-day delivery services across the United Kingdom. Because our services involve immediate resource allocation (drivers, fuel, scheduling), refunds are only available under specific circumstances detailed below.

2. Cancellations & Refunds

Before Collection

  • If a booking is cancelled more than 2 hours before the scheduled collection time, a full refund will be issued.

  • If a booking is cancelled within 2 hours of the scheduled collection, a 25% cancellation fee will apply to cover administrative and driver allocation costs.

After Collection

  • Once a collection has taken place, no refund can be offered, as the delivery service has commenced.

Failed Collections

  • If our driver cannot collect the item due to incorrect address details, absence of the sender, or unprepared goods, the job will be marked as a failed collection. In such cases, a 50% refund may be offered at our discretion.

3. Delays or Service Failures

  • In the rare event of service failure due to Nash Industries’ fault (e.g., vehicle breakdown with no alternative arranged), you may be entitled to a partial or full refund based on the circumstances.

  • Delays caused by traffic, weather, or third-party incidents outside our control do not qualify for a refund.

4. Money-Back Guarantee

Nash Industries Courier may offer a Money-Back Guarantee on eligible bookings where we fail to provide the booked service due to our fault.

Eligible circumstances

You may be eligible for a full or partial refund where:

  • we are unable to complete the booked service after payment has been taken;

  • we fail to collect within the agreed collection window and no alternative arrangement is agreed with you;

  • a same-day delivery service is not completed on the same day due solely to our fault;

  • there is a material service failure directly caused by Nash Industries or our assigned courier.

Exclusions

The Money-Back Guarantee does not apply where the issue arises from:

  • traffic, weather, accidents, road closures, vehicle delays outside our reasonable control, or other force majeure events;

  • incorrect or incomplete information supplied by the customer;

  • sender or recipient unavailability;

  • goods not being ready for collection;

  • unsafe, insecure, or unsuitable packaging;

  • recipient refusal of delivery;

  • restricted or prohibited goods;

  • delays or issues caused by third parties outside our control;

  • minor delays where the service is still substantially completed.

Refund limits

Any refund under this guarantee:

  • will be limited to the amount paid for the booking;

  • will not cover indirect or consequential losses;

  • may be full or partial depending on the circumstances and the extent of the service already performed.

How to claim

Claims under the Money-Back Guarantee must be made within 24 hours of the issue arising and must include:

  • booking reference;

  • collection and delivery details;

  • a brief explanation of the issue; and

  • any supporting evidence we reasonably request.

We reserve the right to reject claims where we reasonably believe the guarantee is being misused, applied fraudulently, or where insufficient evidence is provided.

 

5. Damaged or Lost Goods

  • Claims for lost or damaged goods must be reported within 24 hours of delivery via our contact form or email.

  • Refunds or compensation will depend on the level of declared item value and evidence provided (photos, proof of value).

  • Please note: our standard liability is limited as outlined in our Terms & Conditions.

6. How to Request a Refund

To request a refund, please contact us at support@nashindustries.co.uk with:

  • Your booking reference

  • Collection and delivery addresses

  • A brief reason for the request

Refunds are processed within 5–10 working days to the original payment method.

7. Non-Refundable Circumstances

Refunds will not be issued if:

  • The wrong delivery details were provided by the customer

  • Goods were not ready at the scheduled collection time

  • The recipient refused delivery

  • The delay was due to traffic, weather, or customs checks

  • The job was successfully completed as booked

8. Contact Us

If you have any questions about this policy, please email:
📧 support@nashindustries.co.uk
🌐 www.nashindustries.co.uk