Terms & Conditions

1. Acceptance of Terms

By requesting a quote, booking a service, or using our website, you agree to these Terms & Conditions. If you do not agree, please do not use our services.

2. Services Provided

We offer direct delivery, moving, express delivery, waste & rubbish removal, reverse logistics, storage, and fleet management services across the UK. All services are subject to availability and acceptance by us.

3. Quotations & Pricing

• Quotes are valid for 14 days unless stated otherwise
• Prices include VAT at the current UK rate
• Additional charges may apply for waiting time, congestion/ULEZ charges, failed collections, or changes requested after booking
• We reserve the right to adjust quotes if the description of goods, volume, access, or distance was inaccurate

4. Booking & Payment

• A booking is confirmed only when we send written confirmation and payment (or deposit) is received
• Full payment is required before or on the day of service unless credit terms have been agreed in writing
• We accept card payments, bank transfer, and selected digital wallets

5. Cancellation & Refunds

• More than 48 hours before collection: full refund (minus any card fees)
• Less than 48 hours: 50 % of the total fee is non-refundable
• Less than 24 hours or no-show: 100 % of the fee is payable
• Storage fees are non-refundable after the storage period begins

6. Customer Responsibilities

• Provide accurate details of goods, volume, weight, and access restrictions
• Ensure goods are properly packed and labelled (unless we are contracted to pack)
• Ensure someone is present at collection and delivery or grant authorised access
• Declare prohibited or restricted items (see clause 8)

7. Our Responsibilities

• To carry out the service with reasonable skill and care
• To provide live tracking where available
• To keep your goods secure and insured under our Goods in Transit and Public Liability policies (see clause 9)

8. Prohibited & Restricted Items

• Hazardous materials, illegal substances, firearms, animals, perishables, cash, jewellery, or high-value items over £10,000 without prior written agreement
• Waste classified as hazardous under UK law (separate hazardous waste service available)

9. Liability & Insurance

• Goods in Transit insurance: up to £50,000 per vehicle (higher limits available on request)
• Liability for loss or damage is limited to £100 per item unless enhanced cover is purchased
• We are not liable for:
  • Inherent vice or fragile items not professionally packed by us
  • Delays outside our control (traffic, weather, customs, etc.)
  • Consequential losses

10. Storage (if applicable)

• Goods are stored entirely at owner’s risk unless our Storage Insurance is purchased
• Storage fees are payable monthly in advance
• We reserve the right to sell or dispose of goods if fees remain unpaid for 90 days

11. Complaints

Any complaint must be made in writing within 7 days of the service date. We will respond within 14 days.

12. Governing Law

These terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

Exquisite Logistics

Email: info@exquisitelogistics.com

Phone: +44 (20) 1234 5678

We reserve the right to update these Terms & Conditions. The latest version is always available on our website.