Cancelling orders leads to account suspension with IRM/Accurascale

iarnrod · 2026-06-12T05:38:33Z

Just posting this so that everyone is aware that if, for whatever reason, you decide to change the area or era that you model and subsequently decide to cancel pre-orders with IRM/Accurascale, you may find that your account is suspended when you decide to order other products directly from them in the future. This, to my surprise, is what I was informed yesterday by one of their Customer Service team.

This is despite it being stated many times by IRM/Accurascale, both here and on RMWEB, that you can cancel any pre-order without penalty. Clearly not the case!

In my case, for various reasons, I decided that I would no longer be modelling the Irish scene, and had previously cancelled multiple Hunslet and Park Royal pre-orders.

Edited 2 hours ago by iarnrod

Mol_PMB · 2026-06-12T05:58:35Z

That is surprising.

In the past, I have been given misleading information about order payment policy changes by the Accurascale customer service bot. I thought that had been resolved, but it’s still possible that the information you have received is incorrect. Or it may represent an extreme but unlikely case.

If this is genuinely a new policy applicable to all then it should be briefed out properly to all account holders.

Hopefully one of the IRM / AS team will clarify the position here.

iarnrod · 2026-06-12T06:38:17Z

I was informed this by one of their Customer Service team. Most certainly was not a bot.

Mol_PMB · 2026-06-12T07:37:05Z

Just looking at the terms and conditions on the website. Whilst it does say that loyalty points are non-refundable, I can't see anything specific about suspending a customer account as a consequence of cancelling an order. The way these terms are written give the impression that cancelling an order should be a simple process and is an expected aspect of the business.

https://www.accurascale.com/policies/subscription-policy