Frequently Asked Questions : Refunds and CancellationsFAQ

If I order 1000 litres and the tank will not hold it do I still have to pay for 1000 litres?
No. The amount of any under-delivery will be credited to your 'Tank Account' and can be deducted from future orders. You can see this by logging onto 'My Account'. If you would prefer to have the money refunded to your account you can do this from there. However the economics of oil supply and delivery are tight so please order a volume that is close to what the tank will hold. If the amount ordered is considerably more than your tank will hold the supplier reserves the right to increase the price per litre.

We appreciate that it is difficult sometimes to tell exactly how much oil you need. However, because oil prices decrease the more you order, the supplier does reserve the right to increase the price per litre if the amount you order is substantially more than your tank will take.
Effective route planning is a critical factor and suppliers load their tankers and schedule a delivery run of orders so as to return back to the depot with as little fuel as possible. Carrying fuel back is not cost effective for the supplier and ultimately impacts on prices. So getting our order volumes reasonably accurate will help oil users in the long run.

It may be possible to cancel it as long as the supplier agrees and has not already begun delivery. Please email us immediately on customer.services@boilerjuice.com or phone 0800 3213275 and we will assist you with this. Your money will be refunded to you as soon as the supplier confirms. This then takes the normal number of days to go through the banking system. There may be an administration fee upon cancellation if it is at your request and the delivery has already been routed by the supplier.

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Once an order has been cancelled the money is automatically refunded back to your card. However, it may take up to 5 working days before this shows on your statement. This is the time it takes to go through the banking system and is beyond our control.

Group savings and under-deliveries are credited to your account. This money can then be used towards future orders. However, if you would prefer to have the money back on your card please log onto your account and go to My Tank Account where you will be able to refund it back to your card.

If you have used more than one card to place orders on your account or to make payments into your ‘Savings Scheme’ any refund will be made back to the last card used, to the value of any transactions made with that card. If there is not enough to cover the refund then it will take the balance from a previous card. For this reason we advise customers never to use somebody else’s card to place orders on your account.