Refund & Cancellation Policy
1. Purpose
This policy explains the cancellation, amendment and refund process for bookings made through the BrakeSafeHGV booking platform.
BrakeSafeHGV Ltd provides an online booking service connecting customers with independent HGV brake testing centres.
2. Cancelling a Booking
Customers may cancel a booking through the BrakeSafeHGV portal or by contacting customer support.
Refund entitlement depends on when the cancellation is made.
More than 24 hours before the appointment
- Full refund of the booking fee.
- No administration charge.
Less than 24 hours before the appointment
The test centre may retain all or part of the booking fee to cover the reserved appointment slot. Any applicable refund will be confirmed after consultation with the test centre.
Failure to Attend (“No Show”)
If a customer fails to attend their appointment without prior notice:
- No refund will normally be issued.
- The booking will be marked as a non-attendance
3. Changing a Booking
Customers may request to change:
- appointment date
- appointment time
- vehicle details
4. Test Centre Cancellations
Occasionally a test centre may need to cancel due to circumstances beyond its control, including:
- equipment failure
- power outage
- staff illness
- severe weather
- DVSA operational issues
Where this occurs, customers will be offered:
- an alternative appointment, or
- a full refund.
5. Refund Processing
Approved refunds will normally be processed within 5–10 working days to the original payment method.
BrakeSafeHGV Ltd cannot control the time taken by banks or card providers to credit refunded funds.
6. Incorrect Bookings
Customers are responsible for ensuring:
- vehicle registration details are correct
- contact information is accurate
- the correct vehicle category has been selected
7. Disputed Charges
If a customer believes they have been charged incorrectly, they should contact BrakeSafeHGV within 30 days of the transaction.
We will investigate promptly and respond as quickly as possible.
