Terms of Service

1. Definitions and Interpretation

In these terms and conditions, the following definitions apply:

• "We", "us", "our" refers to pallets.delivery, the trading name of the company operating this platform.
• "You", "your" refers to the person or business placing a booking through our platform.
• "Carrier" refers to the third-party pallet network or haulage company that physically collects and delivers your pallet.
• "Consignment" refers to the pallet or pallets covered by a single booking.
• "Booking" refers to the confirmed order for pallet collection and delivery placed through our website.
• "Services" refers to the pallet collection, transportation, and delivery services arranged by us through our carrier partners.

2. Our Role

pallets.delivery acts as a freight broker and logistics intermediary. We arrange pallet collection and delivery services on your behalf through our network of carrier partners. We do not own or operate the vehicles that transport your pallets. The physical collection, transit, and delivery of your consignment is carried out by independent carrier companies.

By placing a booking through our platform, you are entering into a contract with us for the arrangement of transportation services. The carrier's own terms and conditions of carriage also apply to the physical movement of your goods.

3. Booking Process

3.1 To place a booking, you must provide accurate collection and delivery addresses (including full postcodes), a description of your goods, the pallet size, and the total weight of the consignment including the pallet. You must also provide valid contact details for both the collection and delivery points.

3.2 A binding contract is formed when we send you a booking confirmation email following successful payment. The confirmation email will contain your booking reference number, the agreed collection date, estimated delivery date, and a summary of the service booked.

3.3 You are responsible for ensuring that all information provided at the time of booking is accurate and complete. We accept no liability for delays, failed deliveries, or additional charges arising from incorrect or incomplete information supplied by you, including but not limited to incorrect postcodes, addresses, contact numbers, or weight declarations.

3.4 Collection windows are typically between 8am and 6pm on working days. We cannot guarantee a specific time of collection within this window. If you require collection within a narrower time window, please contact us before booking to discuss availability.

4. Pricing and Payment

4.1 All prices quoted on our website are inclusive of VAT at the prevailing rate unless otherwise stated. The price confirmed at the point of booking is the price you will be charged, provided that the information you have supplied (including weight and dimensions) is accurate.

4.2 If the actual weight or dimensions of your pallet exceed those declared at booking, we reserve the right to apply a surcharge to reflect the correct service category. You will be notified of any surcharge by email.

4.3 Payment must be made in full at the time of booking unless you hold an approved business credit account with us. Business account holders are invoiced monthly with payment due within 30 days of the invoice date.

4.4 We accept payment by Visa, Mastercard, American Express, and bank transfer (for business accounts). All card payments are processed securely through our PCI DSS-compliant payment processor.

5. Your Responsibilities

As the shipper, you are responsible for:

• Ensuring goods are properly packaged, palletised, wrapped, and labelled in accordance with our packaging guidelines and industry standards.
• Providing accurate weight and dimension declarations. The declared weight must include the weight of the pallet itself.
• Ensuring the pallet is accessible for collection by a vehicle equipped with a tail-lift or forklift. Collection points must be at ground level or have a loading dock.
• Ensuring someone is available at the collection address during the collection window to release the goods to the driver.
• Ensuring someone is available at the delivery address during the delivery window to accept and sign for the goods.
• Ensuring that the goods being shipped are not prohibited or restricted items as listed in Section 7.

6. Delivery

6.1 Delivery dates provided at the time of booking are estimates and are not guaranteed. While we and our carriers make every reasonable effort to deliver within the stated timeframe, delivery may be delayed by circumstances beyond our control, including but not limited to adverse weather, road traffic incidents, vehicle breakdowns, or industrial action.

6.2 Delivery is to the kerbside or nearest accessible point unless otherwise agreed. For business premises with a loading dock or forklift facilities, the driver will unload to the dock. For residential deliveries, the driver will lower the pallet to the kerbside using the vehicle's tail-lift. Drivers are not required to move pallets beyond the immediate unloading point.

6.3 The recipient must inspect the consignment upon delivery and note any visible damage on the delivery documentation before signing. If damage is apparent, the recipient should note "DAMAGED" on the proof of delivery and contact us within 24 hours.

6.4 If nobody is available to accept delivery, the driver will follow any special delivery instructions provided at booking. If no instructions are available, the carrier will return the pallet to the local depot and attempt redelivery the next working day. After two failed delivery attempts, storage charges may apply.

6.5 We reserve the right to refuse delivery if the delivery location is inaccessible to our carrier's vehicle, or if delivery would pose a safety risk to the driver, the public, or the goods.

7. Prohibited and Restricted Items

The following items may not be shipped through our service:

• Hazardous materials including flammable liquids, gases, explosives, corrosives, radioactive materials, and toxic substances as classified under ADR regulations
• Perishable goods requiring temperature-controlled transport
• Live animals or plants
• Firearms, ammunition, and weapons of any kind
• Illegal drugs and controlled substances
• Currency, bullion, precious stones, and negotiable instruments
• Human remains or ashes
• Personal effects and household goods (for removal services, please use a specialist removal company)
• Unpackaged items that are not secured to the pallet
• Any goods that are prohibited by law from being transported within the United Kingdom

If prohibited items are discovered within a consignment, we reserve the right to refuse carriage, return the goods at your expense, or dispose of them in accordance with legal requirements. You will be liable for any costs, fines, or damages arising from the inclusion of prohibited items in your shipment.

8. Cancellation Policy

8.1 You may cancel your booking free of charge at any time before 4pm on the working day preceding your scheduled collection date. To cancel, contact us by telephone on 0800 123 4567 or by email at hello@pallets.delivery quoting your booking reference.

8.2 Cancellations made after 4pm on the working day before collection, or on the day of collection itself, may be subject to a cancellation fee of up to 50% of the booking value. This reflects the costs already incurred by the carrier in scheduling and routing the collection vehicle.

8.3 Once a pallet has been collected, the booking cannot be cancelled. If you wish to have the pallet returned to the collection address, this must be arranged as a new booking and will be charged at the applicable rate.

8.4 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 days of placing your booking. However, if you have requested that the service begin within the cancellation period (i.e. you have booked a collection within 14 days), you agree that the cancellation right is lost once the service has been performed.

9. Liability and Limitations

9.1 Our liability for loss of or damage to goods during transit is governed by the Road Haulage Association Conditions of Carriage 2020 (or the latest applicable version). Under these conditions, liability for loss or damage is limited to the lesser of the market value of the goods at the time of loss or damage, or a per-kilogram rate as specified in the carrier's conditions of carriage.

9.2 We shall not be liable for any loss, damage, or delay caused by circumstances beyond our reasonable control, including but not limited to acts of God, severe weather, flood, fire, industrial disputes, government action, war, terrorism, pandemics, or road traffic incidents.

9.3 We shall not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of goodwill, however arising.

9.4 Claims for loss or damage must be notified to us in writing within seven days of delivery (or expected delivery in the case of non-delivery). Failure to notify us within this period may result in the claim being rejected.

9.5 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

10. Insurance

10.1 All bookings include standard carrier liability cover as described in Section 9. This is not comprehensive insurance and is subject to the limitations and exclusions set out in the carrier's conditions of carriage.

10.2 Enhanced insurance cover is available at checkout for an additional premium. This provides cover up to a specified value (chosen by you at the time of booking) for loss or damage during transit, subject to the terms and conditions of the insurance policy.

10.3 If you choose not to purchase enhanced insurance, you acknowledge that your goods are carried at your own risk beyond the limits of the standard carrier liability cover. We strongly recommend enhanced insurance for goods with a value exceeding the standard liability limit.

11. Failed Collection and Delivery Attempts

11.1 If the carrier is unable to collect the pallet because it is not ready, not accessible, or nobody is available to release the goods, this will be treated as a failed collection. A rebooking fee will apply to reschedule the collection.

11.2 After two failed delivery attempts, the pallet will be held at the carrier's depot. Storage charges will apply at a rate of five pounds plus VAT per pallet per day. If the pallet is not collected or redelivered within 14 days, we reserve the right to return it to the collection address at your expense or, in the case of perishable or hazardous items, to dispose of it.

11.3 Additional delivery attempts beyond the second attempt will be charged at the carrier's standard redelivery rate.

12. Amendments to Bookings

Amendments to collection or delivery addresses, dates, or contact details may be possible if requested before the pallet has entered the carrier's network. Contact us as early as possible to request changes. Amendments may incur additional charges depending on the nature of the change, particularly if the delivery postcode changes to a different region.

13. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, nothing in this clause affects your statutory rights, including your right to bring proceedings in the courts of your country of domicile.

14. Changes to These Terms

We reserve the right to update these terms and conditions at any time. Changes will take effect when published on our website. We will notify registered users of material changes by email. The version of the terms in effect at the time you place a booking will apply to that booking.