Cancellation policy version 1.0
Cancellations and refunds
How to cancel the ImportBack service, including when you ask us to start during the cancellation period.
Your cancellation period
Consumer service contracts made online will usually have a 14-day cancellation period. Before Checkout, ImportBack asks whether you want work to start during that period.
If you cancel after requesting an early start, you may have to pay a proportionate amount for work already supplied. Once the service has been fully performed after your express request and acknowledgement, the cancellation right may end. Your statutory rights are not excluded.
How to cancel
Email support@importback.co.uk with your account email and claim reference. Do not send bank details, passwords or evidence documents by email.
We will confirm receipt and explain whether work has started, whether the service is complete, and any refund or proportionate charge.
Service problems
If ImportBack does not provide the agreed service with reasonable care and skill, contact support. We will investigate and, where appropriate, repeat the service, correct the problem or provide a refund in accordance with your legal rights.
Border Force refusing or reducing a claim does not by itself mean the ImportBack preparation service was defective, because Border Force makes the repayment decision.