Refund and Return Policy
Last updated: 19-01-2026
At AutoGem Fleet Solutions, we strive to deliver high-quality fleet management, logistics, and storage services. As a strictly Business-to-Business (B2B) provider, our policy regarding refunds, returns, and cancellations is outlined below.
1. Services
Due to the nature of our business, services that have already been fully performed (such as vehicle inspections, completed logistics movements, or preparation work) are non-returnable and non-refundable.
However, we are committed to client satisfaction. If you believe a service was not carried out to the agreed standard (e.g., an inaccurate inspection report or incomplete valet), please contact us within 48 hours of service completion. We will investigate the issue and, at our discretion, offer:
- A re-performance of the service at no additional cost (re-work).
- A partial or full credit towards future services.
- A refund where the service failure is deemed solely our responsibility.
2. Cancellations
We understand that business needs change. If you need to cancel a booked service (such as a vehicle collection or delivery), the following terms apply:
- More than 24 hours’ notice: No charge. A full refund will be issued if payment was made in advance.
- Less than 24 hours’ notice: We reserve the right to charge a cancellation fee (typically 50% of the service cost) or retain any deposit paid to cover our operational costs and driver time.
- “Aborted” Jobs: If our driver arrives at the collection point and the vehicle is not available, not roadworthy, or keys are missing, the full cost of the movement will be charged as an “Aborted Job.”
3. Physical Goods
In the event that AutoGem supplies physical goods (e.g., number plates, telematics devices, or vehicle accessories), the following applies:
- Defective Items: If an item is supplied faulty, we will replace it or issue a full refund, provided you notify us within 7 days of receipt.
- Incorrect Items: If we supply an incorrect item, we will arrange for its collection and replacement at our expense.
- Returns: Goods must be returned in their original condition and packaging. We do not accept returns for custom-made items (such as printed number plates) unless they are faulty.
4. Storage Fees
Vehicle storage fees are calculated on a daily or weekly basis as per your contract.
- Pre-paid storage fees for unused days following the removal of a vehicle may be refunded on a pro-rata basis, subject to a minimum administration term if specified in your contract.
- Refunds are not issued for storage periods where the vehicle remains on site due to the Client’s failure to arrange collection.
5. Processing Refunds
Approved refunds will be processed within 14 business days. Refunds will be issued to the original payment method used or applied as a credit note to your business account.
6. Disputes
We aim to resolve all disputes amicably and efficiently. If you have a dispute regarding an invoice or a service outcome:
- You must notify us in writing within 7 days of the invoice date.
- Payment for the undisputed portion of the invoice remains due within standard terms.
7. Contact Us
To request a cancellation, report an issue, or discuss a refund, please contact our team:
- Email: info@autogemfleetsolutions.co.uk
- Phone: 01925 967686