Cancellation and changes policy

1. Changing a booking

Contact us with your booking reference as early as you can. Where a driver and vehicle are available, we will move your booking at no additional charge other than any genuine price difference arising from the change (for example, a longer journey, a larger vehicle or a weekend date).

Changes requested less than 24 hours before your collection window cannot always be accommodated, because a driver and vehicle have already been committed to your job.

2. Cancelling a booking

More than 48 hours before your collection window: your deposit is refunded in full.

Between 24 and 48 hours before: half of your deposit is retained to cover the committed slot, and the remainder is refunded.

Less than 24 hours before, or on the day: the deposit is retained in full, because the vehicle and driver can no longer be reallocated.

Refunds are returned to the card used at booking and typically take three to five working days to appear.

3. If nobody is there

If your driver arrives within the agreed window and cannot gain access, or nobody is present to release or receive the items, we will attempt to contact you. If the job cannot proceed, it is treated as a same-day cancellation and the deposit is retained.

4. If PORTR cannot complete your job

If we cancel for any reason within our control — vehicle failure, driver unavailability, or an error on our part — you will be offered the earliest alternative slot, or a full refund of everything you have paid, whichever you prefer.

Where circumstances outside anyone's control prevent a job (severe weather, road closures, accidents), we will rebook you at no additional charge or refund your deposit in full.

5. How to contact us

Call 0333 335 5060 during Monday to Sunday, 08:00 – 20:00, or email info@portrmoves.co.uk at any time. Always quote your PORTR reference.