Terms and Conditions

These terms and conditions ("Terms") govern the use of our website and the provision of courier and delivery services by Mileage Logistics Ltd, company number 16253680 ("we", "us", "our", "the Company"). By requesting a quote, making a booking, or otherwise using our services, you ("the Customer", "you") agree to be bound by these Terms.

1. Our services

We provide Same Day, Dedicated, Dedicated Wait & Return, and Multi-Drop courier services across the UK, as described on our website. Prices are calculated automatically based on the collection and delivery details you provide, vehicle size, and service type selected, and are shown inclusive of VAT before you confirm a booking.

We reserve the right to subcontract the performance of any booking, in whole or in part, to a third-party courier or carrier. Where this happens, that third party will be bound by obligations no less protective of your goods than those in these Terms, and we remain responsible to you for the performance of the contract.

2. Quotes and bookings

Quotes are generated automatically based on the postcodes, timing, package details, and other information you provide. A quote is only firm and binding once a booking is confirmed on the same information — if the actual collection point, delivery point, package size, weight, or nature of the goods differs from what was declared at booking, we reserve the right to recalculate the price, and in some cases to decline or delay the job, before proceeding.

You are responsible for providing accurate and complete information at the time of booking, including:

• Correct collection and delivery postcodes and addresses.
• An accurate description of the goods, including size, weight, and quantity.
• A valid contact name and phone number for both the sender and the recipient, so the driver can reach someone if needed.
• Confirmation that someone will be available to hand over the goods at collection, and to receive them at delivery, within the times specified.

3. Prohibited and restricted items

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 agree to indemnify us for any resulting loss, fine, or liability we incur as a result.

4. Collection and delivery times

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

• 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, access restrictions, loading/unloading delays beyond a reasonable allowance).
• 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.

5. Failed collection or delivery, incorrect addresses, and additional charges

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, access is not possible, or the address or other information you provided was incorrect or incomplete, we may, at our discretion:

• Make a reasonable number of further delivery attempts, which may incur an additional charge; and/or
• Divert the courier to a corrected or newly-requested address, which may incur an additional charge to cover the extra distance and time involved; and/or
• 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, in which case our cancellation terms (Section 9) apply.

If neither delivery nor return to the collection address is possible (for example, delivery is refused and the collection address is closed or otherwise cannot accept the goods back), we will hold the goods at a suitable location and contact you with details of how to arrange collection or redelivery. A daily storage charge applies from this point, at the rate set out in our Booking Terms Agreement. You will have 14 days from the date storage begins 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 provide instructions and settle any outstanding charges, within that 14-day period, we reserve the right to dispose of, recycle, or sell the goods to recover our reasonable costs, without further liability to you for their value, in accordance with our rights as a bailee under UK law (including the Torts (Interference with Goods) Act 1977).

Where a charge applies under this section, it is collected in accordance with our Booking Terms Agreement, which you agree to as part of booking. If any invoice for such charges remains unpaid, we reserve the right to pursue recovery by any lawful means, including but not limited to referral to a debt collection agency or legal proceedings (for example through the Small Claims Court / Money Claims Online).

We are not liable for any loss or cost you incur as a result of a failed or refused collection or delivery, or a diversion, that is caused by your own action or omission, or that of the intended recipient.

6. Inspecting goods at delivery

We recommend that the recipient checks goods for any visible damage at the point of delivery, before signing for or accepting them, and notes any damage immediately if found. This helps us resolve any issue quickly and fairly. It does not affect your right to make a claim afterwards under Section 7, but a delivery accepted without any noted damage may be treated as evidence that the goods arrived in good condition.

7. Our liability to you

This section limits our liability. Please read it carefully.

7.1 We will take reasonable care of your goods while they are in our possession or that of our subcontracted courier. If your goods are lost or damaged as a direct result of our negligence or breach of these Terms while in transit, our liability is limited as follows:

• Our maximum liability for any single shipment is limited to £25,000 or the value of the goods (whichever is lower), unless you have declared a higher value and paid an additional fee for enhanced cover before booking.
• We hold goods-in-transit and public liability insurance cover of up to £1,000,000 in aggregate.
• We are not liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of contracts, or loss of opportunity, however caused.

7.2 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited.

7.3 It is your responsibility to ensure you have adequate insurance for goods of high value, or to declare their value and arrange enhanced cover with us in advance where this option is offered.

7.4 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. Claims made outside this period may not be accepted.

8. Payment

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 arising from a failed delivery, address correction, or return journey are handled in accordance with our Booking Terms Agreement. We reserve the right to charge interest on overdue business account invoices in line with the Late Payment of Commercial Debts (Interest) Act 1998.

9. Cancellations

You may cancel a booking before collection has taken place. Depending on how close to the collection time you cancel, a cancellation fee may apply to cover costs already incurred (e.g. a vehicle already dispatched). We will always aim to be fair and reasonable in applying any such charge.

10. Vehicle and service descriptions

Vehicle size guidance (Small Van, Large Van, XL Van) and associated pallet/weight capacities shown on our website are provided as a general guide to help you choose the right option, and are indicative rather than a guaranteed exact specification for every vehicle in our fleet.

11. Your rights as a consumer

If you are booking as a consumer (rather than a business), nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection law, and nothing in these Terms is intended to exclude or limit any right that cannot lawfully be excluded.

12. Data protection

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

13. Force Majeure

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 but not limited to 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.

14. Entire agreement

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 supersede any prior discussions or agreements on the same subject. If there is any conflict between these documents specifically regarding 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.

15. Severability

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.

16. No waiver

If we fail to enforce any right or provision of these Terms, this will not be treated as a waiver of that right or provision, and we may still enforce it at a later date.

17. Assignment

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.

18. Changes to these Terms

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

19. Governing law

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Contact us

Mileage Logistics Ltd
Company number: 16253680
VAT number: 524610615

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