Refund policy

• .ONAGONE – Cancellation, Returns and Refund Policy

• Last updated: 12 October 2026

1. About ONAGONE

ONAGONE is an independent sole-trader business based in the Rotherham / S63 area of South Yorkshire, providing breakdown recovery, vehicle transport and scrap-car collection services.

Email: car@onagone.co.uk

Website: https://onagone.co.uk

This policy explains how cancellations, refunds and disputes are handled.

Nothing in this policy affects your statutory consumer rights.

2. Quotations and Booking Requests

Submitting a recovery, transport or scrap-car collection request does not automatically create a confirmed booking.

ONAGONE will review the information provided, assess availability and confirm whether the requested service can be accepted.

No payment is required simply to submit a booking enquiry.

For chargeable recovery and transport services, a secure payment link may be provided once availability and the booking details have been confirmed.

Customers are not obliged to proceed with a quotation they have not accepted.

3. Cancelling Before a Booking Is Confirmed

You may withdraw a booking request before it has been accepted without charge.

If no service has been provided and no payment has been taken, there is no refund to process.

4. Cancelling a Confirmed Recovery or Transport Booking

If you need to cancel an accepted booking, please contact ONAGONE as soon as possible.

Where a customer cancels before a vehicle or driver has been dispatched, any refund will be assessed in accordance with the booking agreement and applicable consumer law.

If a driver has already been dispatched, arrived at the location or started providing the service, ONAGONE may be entitled to charge a reasonable amount for work already carried out, where legally permitted.

Any applicable cancellation charge must be lawful, proportionate and consistent with the terms disclosed when the booking was accepted.

We do not automatically retain the full booking payment simply because a customer cancels.

5. Emergency Recovery and Immediate Service Requests

Some customers require recovery services urgently.

Where a consumer has a statutory cancellation right and asks us to begin providing a service during the applicable cancellation period, we may ask for their express request to start work.

If the customer subsequently cancels, they may be required to pay a proportionate amount for services already supplied, where the law permits.

Where a service has been fully performed, the statutory cancellation right may be lost only where the applicable legal requirements have been satisfied, including any required acknowledgement from the customer.

6. Cancellation by ONAGONE

ONAGONE may be unable to complete a booking because of circumstances including:

- Driver or vehicle unavailability.

- Unsafe roadside conditions.

- Incorrect vehicle or location information.

- Restricted or inaccessible collection locations.

- Equipment limitations.

- Severe weather or other circumstances outside reasonable control.

If ONAGONE cancels a paid booking before providing the service, the customer will normally receive a full refund of the amount paid for that service.

Where part of a service has already been provided, any charges or refunds will be assessed fairly and in accordance with applicable law.

7. Changes to Booking Details

Customers must provide accurate information about their vehicle, location, destination and any relevant access restrictions.

If the actual circumstances differ materially from those supplied, additional work or equipment may be required.

Any revised price will be explained before additional chargeable work proceeds wherever reasonably practicable.

If the customer does not accept the revised price, the parties will discuss cancellation and any lawful charges for work already undertaken.

8. Scrap-Car Collection

Requesting a scrap-car quotation is free and does not oblige you to accept an offer.

A scrap-car valuation is based on the information provided about the vehicle, its condition, completeness, location and accessibility.

A final offer may be adjusted where the vehicle differs materially from the description provided.

Any revised offer will be explained before collection is completed.

Customers may decline a revised offer before agreeing to transfer the vehicle.

Payment for an accepted scrap vehicle will be arranged in accordance with the agreed collection terms and applicable law.

Scrap-car payments will not be made in cash where prohibited by law.

Once ownership has been lawfully transferred and the vehicle has entered the disposal process, cancellation or reversal may not be possible. This does not remove any statutory rights.

9. Refunds for Services Not Provided Correctly

Customers are entitled to services carried out with reasonable care and skill, as required by applicable consumer law.

If you believe a service was not provided correctly, contact ONAGONE with your booking details and an explanation of the issue.

We will review the circumstances and consider an appropriate remedy, which may include repeat performance, a price reduction or a refund where required by law.

10. Refund Processing

Where a refund is agreed or legally required, it will normally be returned using the original payment method unless another lawful arrangement is agreed.

Processing times may depend on the bank or payment provider.

Where statutory refund deadlines apply, ONAGONE will comply with those deadlines.

11. Used Vehicle Parts

Where ONAGONE sells used vehicle parts, applicable statutory consumer rights continue to apply.

Goods purchased online may carry statutory cancellation rights, subject to applicable exceptions.

Where a consumer exercises a valid cancellation right, refunds and any return arrangements will be handled in accordance with consumer law.

Used parts must be accurately described, and statutory rights relating to faulty, misdescribed or unsatisfactory goods are not excluded by this policy.

Any applicable return postage responsibilities will be explained before purchase.

12. How to Request a Cancellation or Refund

Please email:

car@onagone.co.uk

Include:

- Your name.

- Booking or order reference, if available.

- Vehicle registration.

- Date of booking or payment.

- Reason for cancellation or refund request.

We will review the request and respond as soon as reasonably practicable.

13. Your Statutory Rights

This policy does not exclude or restrict any rights or remedies that cannot lawfully be excluded under UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where applicable.

14. Contact Information

ONAGONE

Independent sole-trader vehicle recovery, transport and scrap-car collection service.

Rotherham, South Yorkshire.

Email: car@onagone.co.uk

Website: https://onagone.co.uk