Terms and Conditions

These terms and conditions ("Terms") apply to your use of our website and to every courier and delivery service provided by Mileage Logistics Ltd, company number 16253680, VAT number 524610615, registered office 5 Canon Court, Institute Street, Bolton BL1 1PZ ("we", "us", "our"). In these Terms, "you" and "the Customer" means the person or business making the booking. Please read them carefully, especially Sections 3 to 6 (what you must do before we arrive) and Section 12 (our liability).

You accept these Terms, our Booking Terms Agreement and our Privacy Policy by ticking the relevant boxes at checkout before you pay. No signature is needed. Ticking the boxes has the same effect as signing, and a record of your acceptance (your name, booking reference, and the date and time) is saved with your booking.

A contract is formed when we confirm your booking. If you make a booking on behalf of a business, you confirm that you are authorised to accept these Terms for that business.

Some parts of these Terms apply differently if you are a consumer (someone booking mainly for personal rather than business purposes). Where that is the case, we say so clearly. Nothing in these Terms affects your statutory rights as a consumer (see Section 17).

We offer the following services across the UK:

• Same Day: your goods are collected and delivered within the delivery window shown at booking. The vehicle may also carry other customers' goods (co-loaded), so the route may not be direct.
• Dedicated: the vehicle is used exclusively for your booking and travels directly from collection to delivery.
• Multi-Drop: one booking can include extra stops. Each extra stop can be a collection or a delivery, and must be included in the booking.
• Wait and Return: the driver waits at the delivery point and then brings goods or documents back, as described at booking.

Prices are calculated from the details you give us (addresses, timings, vehicle, service and goods) and are shown including VAT before you confirm your booking.

We may use vetted subcontracted couriers to carry out all or part of any booking. They must meet standards no less protective of your goods than these Terms, and we remain responsible to you for the booking under these Terms.

We are a courier service. We do not carry out house or flat removals, and we do not dismantle, pack, wrap or reassemble furniture or other items. If we arrive and the job is in fact a removal, or the goods are not ready as described in Section 5, the driver may refuse the job and Section 6.5 applies.

Your quote is based on the information you give us. You are responsible for making sure it is accurate and complete, including:

• Correct, full collection and delivery addresses and postcodes for every stop.
• An accurate description of the goods, including what they are, how many items, the weight of each item, and their dimensions.
• Any item over 25kg, any item on a pallet, and the help or equipment that will be available to load and unload it (see Section 6).
• Any access issues at either end, such as stairs, no lift, narrow access, restricted loading times, height or weight limits, parking restrictions, or security checks.
• A working contact name and phone number for the sender and the recipient, and confirmation that someone will be there to hand over and receive the goods at the agreed times.

If the goods, addresses or access turn out to be different from what you told us, we may recalculate the price, charge the additional charges set out in our Booking Terms Agreement, delay the job, or refuse it. You are responsible for any parking charges, congestion or clean air zone charges, tolls or access fees incurred at your request or because of information you did not give us.

Your goods must be ready for collection at the agreed time and place. That means they must be:

• Properly packed and protected for road transport, taking account of how fragile they are and that they may be carried alongside other goods.
• Secured, sealed, and (for pallets) shrink-wrapped or strapped.
• Labelled where appropriate, with the delivery address and any handling instructions (for example, "this way up" or "fragile").

We are not liable for loss or damage caused by inadequate, unsuitable or incorrect packing, securing or labelling. Where the outer packaging shows no sign of damage on delivery, we are not liable for damage to the contents unless it is shown to have been caused by our negligence.

6.1 Items under 25kg. The driver will load and unload by hand, free of charge, items that one person can safely lift on their own (each item under 25kg), for up to about 15 minutes at each end.

6.2 Items from 25kg to 50kg. You must provide a second person to help the driver at both collection and delivery.

6.3 Items over 50kg, or goods on pallets. You must provide a forklift or pallet truck, and a competent person to operate it, at both collection and delivery.

6.4 White goods and heavy furniture are only carried if the help or equipment required above is available at both ends.

You must declare any item over 25kg, and the help or equipment you will provide, when you book. You are responsible for making sure anyone helping is fit and able to do so, and that any equipment you provide is safe, suitable and operated by a competent person. We are not liable for loss, damage or injury caused by your helpers or equipment, except where caused by our own negligence.

6.5 If the help or equipment is not there. The driver will not lift anything that is unsafe to lift. If the help or equipment declared at booking is not available at either end, or an item was not declared, the driver may refuse to load or unload it. In that case the full booking price remains payable, together with any waiting time and return journey charges under our Booking Terms Agreement.

6.6 Loading time and waiting time are different things. The 15 minutes above is the hand-loading help the driver gives at each end. Separately, our Booking Terms Agreement gives a free waiting allowance of 30 minutes at collection and at delivery, which covers all of the driver's time on site (waiting for you, paperwork, and loading or unloading). Any time on site beyond that free allowance, including longer loading or unloading, is charged at the waiting time rate in the Booking Terms Agreement.

You must not send, and we may refuse to carry, any of the following without our prior written agreement:

• Illegal goods, or goods whose carriage would breach any law or regulation.
• Dangerous, hazardous, flammable, corrosive, or explosive substances.
• Cash, negotiable instruments, or items of exceptional value (e.g. jewellery, precious metals) beyond what is reasonable to send by courier, unless specifically agreed and insured in advance.
• Live animals or perishable goods requiring temperature control, unless specifically agreed in advance.
• Firearms, weapons, or ammunition.
• Human remains.

If you send a prohibited or undeclared restricted item, we accept no liability for its loss, damage, or delay, and you are responsible for any loss, fine, cost or liability we incur as a result.

We aim to meet the collection and delivery windows shown at booking, and our pricing and route checks are designed to give you a realistic window based on live traffic and journey data. However, all collection and delivery times are estimates, not guarantees, and may be affected by circumstances outside our reasonable control, including:

• Traffic conditions, road closures, or accidents.
• Adverse weather.
• Mechanical breakdown of a vehicle.
• Delays caused by incorrect or incomplete information provided by you.
• Delays at the collection or delivery point that are not caused by us (e.g. nobody available, goods not ready, access restrictions, loading or unloading delays beyond the allowance in Section 6).
• Actions of third parties, including subcontracted couriers, beyond our reasonable control.

Where a delay is likely, we will try to let you know as soon as reasonably possible. Time is not of the essence unless we have expressly agreed otherwise in writing.

If we attempt delivery at the agreed time and are unable to complete it because nobody is available or the delivery is refused, we will call you to discuss options. If you answer, you may choose to have the goods redirected to a new address (charged at our standard Dedicated rate for that additional leg) or returned to the original collection address. We will make at least 3 call attempts, across up to 30 minutes, before treating the delivery as unresolved; if we cannot reach you within that time, the goods will automatically be returned to the collection address.

More generally, where a collection or delivery cannot be completed because nobody is available, the goods are not ready, access is not possible, or the information you gave us was incorrect or incomplete, we may, at our discretion:

• Make a reasonable number of further attempts, which may incur an additional charge;
• Divert the courier to a corrected or newly requested address, which may incur an additional charge to cover the extra distance and time;
• Return the goods to the collection address, since we do not offer general storage facilities. This incurs a return journey charge, as the courier must be paid for that additional trip; and/or
• Treat the booking as cancelled by you, in which case Section 15 applies.

If neither delivery nor return to the collection address is possible (for example, delivery is refused and the collection address is closed or cannot accept the goods back), we do not hold the goods ourselves. We will arrange for a third-party subcontractor to hold the consignment securely until access becomes available, and contact you with details of how to arrange collection or redelivery. A charge applies from this point, as set out in our Booking Terms Agreement. You will have 14 days from the date the consignment is placed into a subcontractor's care to arrange redelivery (charged at our standard Dedicated rate) or collect the goods yourself. If we are unable to reach you, or you do not give instructions and settle any outstanding charges within that 14-day period, we may dispose of, recycle, or sell the goods to recover our reasonable costs, without further liability to you for their value, in line with our rights as a bailee under UK law (including the Torts (Interference with Goods) Act 1977). Any sale proceeds left after our charges and costs have been paid will be held for you.

We are not liable for any loss or cost you incur because of a failed or refused collection or delivery, or a diversion, caused by you or by the intended recipient.

We, or our subcontracted courier, may inspect any goods before or during carriage (and open packaging if we reasonably believe it is necessary for safety, security or legal reasons). We may refuse to collect or carry, or may stop carrying, any goods that:

• are prohibited or restricted under Section 7;
• are not packed, secured or ready as required by Section 5;
• are different from what was declared, or are too large or heavy for the booked vehicle or for safe handling with the help or equipment available; or
• we reasonably believe could put people, vehicles or other goods at risk.

If we refuse goods for any of these reasons, the charges in Section 6.5 and our Booking Terms Agreement apply.

The recipient should check goods for visible damage at the point of delivery and tell the driver straight away, noting any damage on the delivery record. A delivery accepted without any damage being noted may be treated as evidence that the goods arrived in good condition. This does not stop you from making a claim afterwards under Section 13.

This section limits our liability. Please read it carefully.

12.1 Our insurance. We hold goods in transit and freight forwarder insurance of £25,000 per consignment, public liability insurance of £1,000,000, and products liability insurance of £1,000,000. In these Terms, a "consignment" means the goods carried under a single booking.

12.2 Loss of or damage to goods. We will take reasonable care of your goods while they are with us or our subcontracted courier. If they are lost or damaged while in our care because of our negligence or breach of these Terms, our total liability for that consignment will not exceed the lowest of:

• £25,000;
• the value you declared for the goods at booking (if you declared one); and
• the reasonable cost of repairing the goods or, if they cannot be repaired, their actual value at the time of collection.

This limit applies per consignment, however many items it contains and however many claims are made about it, unless we have agreed a different limit with you in writing before collection.

12.3 Goods worth more than £25,000. You must tell us before booking if the goods in a consignment are worth more than £25,000. We may refuse the booking, or accept it only on terms agreed in writing. If you do not tell us, our liability remains limited under Section 12.2. You are responsible for insuring any value above our limit.

12.4 Delay and other losses. For delay, and for any other loss that is not loss of or damage to goods, our total liability for a booking is limited to the price you paid for that booking.

12.5 Losses we are not responsible for. We are not liable for:

• any indirect or consequential loss, or any loss of profit, business, revenue, contracts, goodwill, data or opportunity, however caused;
• loss or damage caused by inadequate packing, securing or labelling, or by inaccurate information you gave us;
• loss or damage caused by the nature of the goods themselves (for example, natural deterioration, perishability, or mechanical or electrical failure without external damage);
• loss or damage caused by your helpers or equipment, or during loading or unloading carried out by you or on your behalf;
• prohibited or undeclared restricted items; or
• goods left in a place or with a person you or the recipient told us to leave them with.

12.6 If you're a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. The limits in Sections 12.2 to 12.5 still apply to the extent the law allows.

12.7 What we never limit. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

12.8 Losses you cause. You are responsible for any loss, damage, cost, fine or claim we (or our subcontracted couriers) suffer as a result of your breach of these Terms, inaccurate information you gave us, your goods, or your helpers or equipment.

Any claim for loss or damage must be notified to us in writing within 14 days of the delivery date (or, for non-delivery, within 14 days of the date the goods should have been delivered), with supporting evidence such as photos, proof of value and, where relevant, the damaged goods and packaging kept for inspection. Claims made outside this period may not be accepted.

If you are a business customer, you must pay our charges in full and may not withhold or deduct any amount because of a claim.

Payment is taken at the time of booking unless you have an agreed business account with us, in which case invoiced amounts are payable within 30 days of the invoice date. All prices are shown inclusive of VAT where applicable. Additional charges (for example, for a failed delivery, address correction, return journey or extra waiting time) are charged as set out in our Booking Terms Agreement. We may charge interest on overdue business account invoices in line with the Late Payment of Commercial Debts (Interest) Act 1998.

If any charge remains unpaid, we may pursue recovery by any lawful means, including referral to a debt collection agency or legal proceedings (for example through the Small Claims Court / Money Claims Online).

Lien. We may hold on to any of your goods in our possession (or that of our subcontracted courier) until all charges owed by you have been paid. If charges remain unpaid 14 days after we tell you we are holding the goods, we may sell or dispose of them and use the proceeds towards what you owe, as described in Section 9.

You may cancel a booking before collection has taken place. If a courier has already been dispatched for your booking when you cancel, we may keep the full payment to cover the costs already committed. If you cancel before a courier has been dispatched, a smaller cancellation fee may still apply to cover costs already incurred in arranging your booking. We will aim to be fair and reasonable in applying any such charge, and will refund any remaining balance to your original payment method.

If you're a consumer, you normally have a right to cancel a contract made online within 14 days. Because our services are same-day or scheduled services, by booking you expressly ask us to start the service within that 14-day period. This means:

• if you cancel after the service has started but before it is finished, you must pay for the service provided up to the time you tell us you are cancelling; and
• once the service has been fully performed, you lose the right to cancel.

To cancel, contact us using the details in Section 28 as soon as possible.

Our vehicle sizes are the Midi Van, the SWB van (load length up to 2.4m) and the LWB van (load length up to 3.4m). Vehicle sizes, load lengths and capacities shown on our website are a general guide to help you choose, not an exact specification for every vehicle. It is your responsibility to choose a vehicle large enough for your goods; if it is not, the vehicle/load mismatch charge in our Booking Terms Agreement applies.

If you are booking as a consumer, nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other consumer protection law, and nothing in these Terms is intended to exclude or limit any right that cannot lawfully be excluded.

We process personal data in accordance with our Privacy Policy, available on our Privacy Policy page.

We will not be liable for any failure or delay in performing our obligations under these Terms where this is caused by circumstances beyond our reasonable control, including acts of God, fire, flood, extreme weather, pandemic or public health emergency, war, terrorism, civil unrest, strikes or industrial action (whether or not involving our own workforce), fuel shortages, failure of public infrastructure, or governmental action. Where such an event continues for a prolonged period, either party may cancel the affected booking without further liability, other than payment for services already properly performed.

Our subcontracted couriers may rely on the limits and exclusions of liability in these Terms as if they were a party to them. Apart from that, no one other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

These Terms, together with our Privacy Policy and our Booking Terms Agreement, form the entire agreement between you and us in relation to your use of our website and services, and replace any earlier discussions or agreements on the same subject. If there is any conflict between these documents about the additional charges described in the Booking Terms Agreement, the Booking Terms Agreement takes precedence for those specific charges; for all other matters, these Terms take precedence.

If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be treated as modified to the minimum extent necessary to make it valid and enforceable, or if that is not possible, it will be removed, and the remaining provisions will continue in full force and effect.

If we do not enforce, or delay enforcing, any right or provision of these Terms, this is not a waiver of that right or provision, and we may still enforce it later.

We may transfer or assign our rights and obligations under these Terms, for example in connection with a sale, merger, or restructuring of our business, without affecting your rights under these Terms. You may not transfer or assign your rights under these Terms without our prior written consent.

We may update these Terms from time to time. The version in force when you make a booking applies to that booking. The "last updated" date at the top of this page always shows the most recent version.

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

If you are unhappy with our service, please contact us first using the details below so we can try to put things right.

Mileage Logistics Ltd
Company number: 16253680
VAT number: 524610615
Registered office: 5 Canon Court, Institute Street, Bolton BL1 1PZ

• Email: support@mileagelogistics.co.uk
• Phone: +44 20 8036 1208