Booking Terms Agreement

This Booking Terms Agreement forms part of the contract between you ("the Customer") and Mileage Logistics Ltd for the booking you are making. It sits alongside our full Terms and Conditions, which continue to apply. Where this Agreement describes a specific charge, it takes precedence over the Terms and Conditions for that charge, as set out in the Terms and Conditions' "Entire agreement" section.

You accept this Agreement by ticking the box at checkout before you pay. No signature is needed: ticking the box has the same effect as signing. Your name, booking reference, and the date and time you accepted are taken automatically from your booking, shown to you at checkout, and saved as the record of your acceptance.

We are a courier service, not a removals service. Goods must be packed, secured, labelled where appropriate, and ready at the agreed time and place. When you book, you must declare any item over 25kg and the help or equipment you will provide:

• Each item under 25kg: the driver will load and unload by hand, free of charge, for up to about 15 minutes at each end.
• Items from 25kg to 50kg: you must provide a second person to help at both collection and delivery.
• Items over 50kg, or goods on pallets: you must provide a forklift or pallet truck, and someone to operate it, at both collection and delivery.
• White goods and heavy furniture: only carried if the required help or equipment is available at both ends.

If the declared help or equipment is not available at either end, the driver may refuse the job. The full booking price remains payable, together with any waiting time and return journey charges below.

By accepting this Agreement, you authorise Mileage Logistics Ltd to charge the payment card or method used for this booking for the following additional costs, where they are caused by you or the intended recipient rather than by us:

1. Failed delivery due to nobody being available. We do not operate our own storage facilities. If a delivery cannot be completed because nobody is available to receive the goods, the courier must return them to the collection address, at a return-journey cost. Where return to the collection address is also not possible, see item 7 below.
2. Incorrect or incomplete address. If the collection or delivery address provided at booking is wrong, incomplete, or requires the courier to divert from the planned route, this may incur an additional charge to cover the extra distance and time.
3. Repeat delivery attempts. Where a further attempt is needed following a failed delivery, a reasonable additional charge may apply.
4. Extended loading/waiting time. The first 30 minutes at collection and the first 30 minutes at delivery are free. After that, time on site is charged at £30 per hour, calculated per minute (e.g. 15 extra minutes = £7.50). This 30-minute allowance covers all of the driver's time on site, including waiting, paperwork, and loading or unloading. It is separate from the 15 minutes of free hand-loading help described above: that is how long the driver will spend lifting items for you, not a separate free period.
5. Vehicle/load mismatch. If the goods presented at collection don't match what was declared at booking (for example, requiring a larger vehicle than booked), a £50 charge applies to cover the redispatch or upgrade needed to complete the job.
6. Job refused because help or equipment is not available. If the driver refuses to load or unload because the declared second person, forklift or pallet truck is not available, or an item over 25kg was not declared, the full booking price remains payable, plus any waiting time (item 4) and return journey (item 1) charges.
7. Failed delivery where the goods cannot be returned to the collection address either. We do not hold goods ourselves in this situation (see our Terms and Conditions, Section 9). Instead, we will arrange for a third-party subcontractor to hold the consignment securely until access becomes available. You authorise us to charge:
   • the cost quoted by the cheapest available subcontractor to hold the consignment, inclusive of VAT;
   • plus a 25% administration fee charged by Mileage Logistics on that subcontractor cost;
   • plus VAT on that 25% administration fee only. VAT is not charged again on the subcontractor's own cost, which is already inclusive of VAT above.

If any additional charge cannot be taken from your payment method, you must pay it promptly when we ask. Unpaid charges may be recovered as set out in our Terms and Conditions, and we may hold on to your goods until they are paid.

• We will only charge an amount that reflects the genuine additional cost of the situation. We do not use this as a means to charge arbitrary fees.
• We will tell you the reason for any additional charge, and a receipt will be provided.
• This authorisation does not extend to any other charge outside the situations listed above.