If you are at the yard right now and cannot park, start here.
The short version
You do not lose your money because the yard failed to let you in. If you hold a confirmed, paid booking and you cannot use the space you paid for, you get a full refund — the whole amount, with no cancellation fee, regardless of how close to your start time it is. That is the promise, and it does not depend on whose fault it was.
Tell us what happened as soon as you safely can, using the contact form. Choose "I'm at the yard and can't get in" as the topic. It goes straight to staff with your booking attached.
What counts
Any of these means the booking failed and the full refund applies:
- There is no space available when you arrive, even though your booking is confirmed
- The gate is locked and nobody is answering
- Yard staff turn you away, or cannot find your booking
- The yard is not usable as described — blocked, flooded, or closed
What to send us
If you can do it safely, these three things settle almost every case immediately and save you a second exchange:
- Your booking number — it is on your confirmation email and in your driver dashboard
- The time you arrived
- A photo, if there is something to photograph — a locked gate, a full lot
Before you leave, if you can
Try to reach the yard directly first. Many gate problems are a staff member on a break or a code that was not passed on, and are fixed in two minutes. Your booking confirmation carries the yard's access instructions.
If nobody responds and you have to leave, leave. Do not sit and wait on our account. Send us the message when you are parked somewhere safe. A refund request does not expire because you drove on.
What happens next
A person reads it — this is not an automated queue. We check the booking, contact the yard, and confirm the refund.
Once it is confirmed, how the money comes back depends on how you paid. If you paid by card, the refund goes back to that card automatically and your bank usually takes five to ten business days to show it. If you paid by bank transfer at a yard, that yard sends it back — the money went straight into their account and never reached us, so we cannot return it ourselves. We record what you are owed and chase them for it, and either way we tell you when it has gone out.
If the same yard fails twice, that is a listing problem rather than a booking problem, and we deal with it as one.
What this does not cover
This is about the yard failing to deliver the space you booked. It is not about damage, theft, or loss while your vehicle is parked — that is a different question with a different answer, and it is covered in Is my truck and cargo insured?.
If you simply changed your mind or your load changed, that is an ordinary cancellation: see Cancellations, refunds and no-shows.