Manage my booking
Plans change. Look up your waybill to reschedule your collection, convert it to account credit, or request a refund — all in a few clicks.
Your waybill is in your booking confirmation, e.g. UG-2607-0001. Quote references are 6 characters.
No booking yet? Look up our sample waybill UG-DEMO-0001 to preview the full flow.
How managing a booking works
Find your booking
Enter your waybill or 6-character quote reference. No account needed.
Choose what changes
Reschedule free, convert to credit with a bonus, or request a refund.
Confirm in seconds
We show the exact outcome first, then email you a confirmation.
Free to reschedule, no account needed — your details stay private and secure.
Which reference do I have?
Click an example to drop it into the field below — only one reference is needed, either works.
Step 1 — Find your booking
New here? Not sure what happens after you look up a booking?
Plans change. Your money still works for you.
We would rather keep your parcel moving than leave your money in limbo. Here, in plain English, is exactly what happens if you change your mind.
Manage my bookingCancel before we collect
- Full credit to your account — no charges, no questions asked.
- Or simply move your collection to another day or time, free of charge.
Cancel after a driver is dispatched
- You get credit for the full amount, minus the collection cost we have already incurred.
- We always show you the exact amount before you confirm the cancellation.
Your money, your choice
Convert to account credit
- Credited instantly — no waiting, no forms.
- Never expires and stays yours until you use it.
- Applied automatically to your next booking.
- A discretionary bonus may be added on top.
Request a refund
- Available where you are legally entitled to one.
- Processed manually within 7–14 business days.
- No bonus applies to refunded amounts.
- Credit remains the faster, better-value route.
Your consumer rights are protected
Nothing in this policy limits your rights under the Consumer Protection Act. Where we have failed to provide the service, you remain entitled to a refund. We simply make account credit the faster, better-value option — not the only one.
Business wallet funds
Funds loaded into a business wallet are prepaid service credits for courier and related services — not a cash deposit — and are applied to services rather than refunded in cash, except where the law requires otherwise. We may ask (never insist) why you are cancelling; it helps us fix the routes, drivers, or delays behind it.
Last updated: 29 September 2026 — these refund and credit rules are current and apply to all new and existing bookings.
Managing your booking
Everything you need to know about changing, cancelling or refunding a delivery.
Your waybill is in your booking confirmation email and SMS, in the format UG-2607-0001. If you booked through our portal, it also appears in your booking history. Quote references are six characters, e.g. AB3XY7.
Service coverage and delivery details
Manage My Booking lets UrgentGo customers look up a courier booking using their waybill number or quote reference and then choose how to change it.
If a driver has already been dispatched, credit is issued for the full amount minus the collection cost already incurred, with the exact amount shown before confirmation.
Three options are available
Read the full service details
Customers remain entitled to a refund under the Consumer Protection Act where UrgentGo has failed to provide the service.
Managing a booking requires no account — only the waybill or quote reference, in the format UG-2607-0001 or a six-character quote reference such as AB3XY7.
Support is available by phone on 010 023 4832 or WhatsApp on 063 040 2848.
Ready to send a parcel?
Book online in under two minutes, or talk to our team about a route or bulk load.