Refund Policy

At EcoHaul, we are committed to providing excellent service. If you are not satisfied with the service you received, we offer a fair and transparent refund process in accordance with the UK Consumer Rights Act 2015.

This policy applies to all services booked and paid for through the EcoHaul platform. Please read this policy carefully before booking a service.

You may be eligible for a full or partial refund in the following circumstances:

Refund requests must be submitted within 7 days of the service date to be considered.

Refunds will generally not be issued in the following circumstances:

Refunds are issued to the original payment method used for the transaction. Please note that your bank may take additional time to process the refund and reflect it in your account.

If you are not satisfied with the outcome of your refund request, you have the following options:

Internal Appeal

You may request a review of the decision by contacting our customer service team with additional information or evidence. Appeals must be submitted within 14 days of the original decision.

External Resolution

If the dispute remains unresolved, you may seek assistance from:

• Your bank or credit card provider (for chargeback claims)
• Citizens Advice Bureau
• Alternative Dispute Resolution (ADR) services
• Small Claims Court (for claims under £10,000)

If you need to cancel a booking before the service is delivered, the following policy applies:

Driver Cancellations: If a driver cancels a confirmed booking, you will receive a full refund and we will attempt to find an alternative driver if the job is still needed.

Referral commission and refunds: Referral commission is held for 7 days after the referred job completes (the refund window) before it clears into the referrer's wallet. If the job is refunded, the commission is reversed and does not count toward referral tiers. Nobody can earn referral commission on a job where they are also the paid driver or helper; such jobs require admin authorisation before they can be accepted. Minimum payout is £20, paid weekly (default), monthly, or whenever the balance reaches £20, and every payout is reviewed and confirmed by our team before money moves.

Because you book online at a distance, consumer customers have a statutory 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, starting the day the booking is confirmed.

Full refund

If you cancel within 14 days of booking and collection has not yet begun, you receive a full refund of everything you have paid.

Urgent and same-day collections

By booking an urgent or same-day collection you expressly request that we begin the service within the cooling-off period, and you acknowledge that the right to cancel is lost once the service has been fully performed.

Cancelling mid-service

If you cancel after the service has started but before it is complete, we deduct an amount proportional to the work already performed (for example, time on site and any waste already loaded and transported) and refund the balance to your original payment method.