Returns, Cancellations & Refunds Policy

Move Your Spa provides professional hot tub services rather than physical products. As a result, our services are not eligible for a traditional product return.

This policy explains how cancellations, refunds and changes to bookings are handled for our services, including Hot Tub Relocation and Hot Tub Disposal.

Your booking and Preparation Fee

When you make a booking with Move Your Spa and pay the applicable Preparation Fee, you are securing your booking date and asking us to begin the necessary preparation and logistical work for your service.

This work may include reviewing photographs and videos, assessing access, carrying out risk assessments, planning routes, scheduling engineers and vehicles, and liaising with third-party suppliers where required.

By making your booking, you expressly request that this preparatory work begins immediately, including where this takes place during the statutory 14-day cooling-off period.

Cancelling within 14 days

If you cancel your booking within the statutory 14-day cooling-off period, the Preparation Fee is non-refundable where it has been used to cover preparatory and logistical work already carried out by our team.

Any statutory rights you may have are unaffected.

Cancelling after 14 days

Once the 14-day cooling-off period has expired, the applicable Preparation Fee is non-refundable if you decide to cancel your booking.

For Hot Tub Relocation bookings, the current Preparation Fee is £180.

For Hot Tub Disposal bookings, the Preparation Fee is 50% of the quoted booking price.

These fees reflect the administrative, planning and logistical work undertaken to prepare for and secure your booking.

Postponing or changing a booking

If you need to postpone or make changes to your booking, please contact us as soon as possible.

Where a booking is postponed or cancelled because of circumstances outside our control, including extreme weather, traffic disruption or other external conditions, we reserve the right to retain the Preparation Fee.

Any additional costs incurred through third-party suppliers, including crane providers, are the responsibility of the customer and will be subject to the third party's own cancellation and postponement terms.

Failed attendances

It is important that the information supplied to us when booking is accurate and that your hot tub and access route are properly prepared before our team arrives.

If our team attends the agreed address but the service cannot be completed because of issues including inaccurate or incomplete information, unsuitable or unreported access, an unprepared hot tub, unavailable assistance, unsafe site conditions or a lack of access, the booking may be treated as a failed attendance.

In these circumstances, the full agreed service fee may remain payable. Additional charges may also apply where we incur extra waiting time, labour, mileage, storage, re-delivery or other costs.

Please refer to the Terms & Conditions applicable to your individual service for full details.

Refunds after a service has been completed

As we provide a service rather than a physical product, there is no product to return once the service has been carried out.

If you believe there is a problem with the service you have received, please contact us as soon as possible so that we can investigate the matter.

Nothing in this policy limits your statutory rights or excludes any liability that cannot legally be excluded, including our responsibility to provide our services with reasonable care and skill.

Service-specific Terms & Conditions

Your booking is also subject to the full Terms & Conditions for the service you have booked.

These contain important information about access requirements, preparation, payment, cancellations, failed attendances, additional charges and other conditions relating to your booking.

Where there is any difference between this general Returns, Cancellations & Refunds Policy and the Terms & Conditions supplied with your quotation or booking confirmation, the service-specific Terms & Conditions should be referred to for full details.

Contact us

If you need to cancel, postpone or discuss a booking, please contact Move Your Spa as soon as possible and a member of our team will be happy to help.