Never heard of them. Reading their T&C's there isn't a specific clause that relates to your circumstances. However, in order to enter into a legal agreement with them you must have ticked the "I agree...." box. Section 10 states you can receive a full refund if you cancel before the package is collected - or if you cancel after the agreed collection date it will cost you £6 but whether this means they will return the £19 you would be due is very unclear.
I'm assuming this isn't just about the monies though, as non-one wants to be left feeling like they've been completely mugged off! I've been on end of similar service with Yodel and by the end it wasn't worth the time or effort in pursuing recompense. Faceless companies who simply don't give the customer his standard statutory rights by hiding behind websites and over zealous T&C's.
Best of luck but don't hold your breath on a satisfactory outcome if the two sides of the argument so far are complete polar opposites - common ground is usually found at the top of their hill!
Rick Powell 753 Track / Ribble Gran Fondo / Colnago Asso / 1975 Harry Quinn TT / 1990 Concorde Prelude / Vitus 992 / Keith Coppell Lo-Pro / 1986 KAS Vitus 979 / 1995 Mercian Strada Speciale / 2011 Raleigh GAC Militis 3 ex Graham Briggs / 1995 Ribble 7005 / 1986 Alan Super Record / 1985 MK1 Vitus 979 /
On the bench: Sirius 853 TT / Sun Solo Chrome / Ciocc Designer 84 / Giant TCR0 Pro Compact / Ribble 653 Tourer / Daccordi Lo-Pro / Look KG96 / Bottecchia Equipe / Look KG231 Credit Agricole / Contini Grand Prix / Aende Lo-Pro / TVT / Langdale 653 Pursuit /