Terms of Service - Cancellation and Other Policies

Cancellation Policy

1. Cancellation by Customer:
   • Cancellation within 24 hours: Customers are eligible for a 50% refund of the booking fee.
   • Cancellation within 12 hours: Customers are not eligible for a refund.
2. Incorrect Booking Times:
   • If the customer requests a change of collection/delivery time, Rowm reserves the right to cancel the booking. The above cancellation policy will apply.
3. Cancellation by Rowm:
   • Rowm reserves the right to cancel any trip. If a trip is cancelled due to issues on our part, customers will be refunded in full.

Collection Issues

1. Request for Another Collection Date: If the customer requests a new collection date after a failed collection attempt, this will be treated as a new booking and will be charged at same price of the original booking.
2. Customer Unreachable at Collection Time: Rowm will allow a grace period of 20 minutes to reach the customer at either pickup or drop-off locations. If the customer cannot be reached within this time frame, Rowm reserves the right to cancel the service with no refund provided to the customer.
3. Vehicle Not Ready for Collection: If a driver arrives and is unable to collect the vehicle for any reason (e.g., not accessible, not in an agreed condition), this will be treated under the standard cancellation policy. Any re-collection attempt will be treated as a new booking and charged at full price.
4. Damage or Mechanical Issues Preventing Collection:
   • Vehicle Condition: Rowm requires that all wheels of the vehicle must be operable and that the vehicle must be able to move. Rowm does not provide recovery services. If the vehicle is not moveable, Rowm reserves the right to cancel the booking at any time by our standard Cancellation by Customer policy.
   • Winching Requirement: Winching is considered a special requirement and must be disclosed by the customer before booking. Rowm can accommodate vehicles that require winching; however, if the need for winching is not disclosed and Rowm is unable to move the vehicle upon arrival, this will be treated as a cancellation due to the customer’s fault. Additionally, if the winching requirement is disclosed and the driver is still unable to move the vehicle with the winch, it will be treated as a cancellation due to the customer’s fault.
   • State of Disrepair: Rowm will not transport vehicles in a state of disrepair. Rowm drivers reserve the right to determine if a vehicle is safe for transport, and may refuse to proceed if they assess the vehicle to be unsafe, in this case the standard Cancellation by Customer policy will apply.
5. Vehicle Must Be Self-Contained: Rowm will only transport vehicles that are self-contained. Vehicles that require additional or separate pieces for transport will not be accepted for collection.

Waiting Time Charges

1. Waiting Time at Pickup or Drop-off:
   • If Rowm is required to wait for longer than 30 minutes due to the customer’s fault, a charge of £15 will be applied for each additional 15-minute interval past the first hour.
   • If Rowm is required to wait for longer than 45 minutes, Rowm reserves the right to cancel the service and charge the customer for all waiting time up until the time at which the Rowm driver leaves the premises.

Delivery Issues

1. Redelivery Charges:
   • Same Day Redelivery: If Rowm needs to redeliver the vehicle on the same day due to the customer's fault, an additional charge of £100 will apply. This accounts for the potential disruption to operations and the need for temporary storage.
   • Next Day Redelivery: If Rowm needs to redeliver the vehicle the next day, an additional charge of £150 will apply. This includes the cost of overnight storage and the operational impact of rescheduling the delivery.
   • Right to Refuse Redelivery:
     • Rowm reserves the right to refuse re-delivery and may, at its discretion, leave the vehicle at a Rowm-designated hub or location if delivery is unsuccessful.
     • Vehicles stored at a Rowm hub due to an inability to deliver will incur a daily storage fee of £80, with a minimum collection charge of £80.
     • Customers can arrange to collect the vehicle from the hub by contacting Rowm to schedule a pickup time. Alternatively, customers may book a new transport service with Rowm, which will be treated as a separate booking with standard charges.
     • Note: Collection hours vary by hub. Rowm will provide available collection hours upon request, and customers must collect the vehicle within the specified hours.

General Provisions

• These policies are designed to ensure smooth operations and fair compensation for service disruptions caused by customer actions.
• All charges and fees mentioned above are in GBP (£) and are exclusive of any applicable taxes, which will be added to the final bill.
• By booking with Rowm, customers agree to these terms and understand the financial implications of cancellations, delays, and delivery issues.

Additional Information