1. About these Terms

These Terms & Conditions apply when you use bookmycourier.co.uk, request a quotation or place a booking with Book My Logistics Ltd, trading as BookMyCourier.co.uk (BookMyCourier, BMC, we, us or our). They form the contract between us and the person or organisation making the booking (you or the customer).

If you book on behalf of another person or organisation, you confirm that you have authority to bind them and to provide the collection, delivery and consignment information required for the service.

Nothing in these Terms excludes or restricts rights or liabilities that cannot lawfully be excluded or restricted, including applicable consumer rights.

2. Our freight-forwarding role and subcontractors

Book My Logistics Ltd provides a freight-forwarding and transport-intermediary service. We contract with you to arrange road carriage and related courier services, and we subcontract the physical collection, carriage and delivery of goods to independent courier partners.

Your contract for the booked service is with Book My Logistics Ltd unless we expressly tell you otherwise in writing. We may select, appoint, replace and give instructions to courier partners for the performance of the service. Courier partners are independent contractors and are not your employees or agents.

We do not generally own or operate the vehicle used for a booking. We remain responsible for performing our contractual obligations subject to these Terms and applicable law. Our use of a subcontractor does not, by itself, remove any liability that we owe you under the contract.

3. Quotations, pricing and acceptance

Quotes are calculated from the collection and delivery addresses, route, selected vehicle, collection service and other information supplied. The displayed customer price includes applicable taxes where required.

Known charges identified during quotation, such as the London Congestion Charge and applicable weekend or bank-holiday surcharges, may be included automatically. We will not increase the confirmed booking price without your agreement, except for charges expressly disclosed before booking that arise from events within your control, such as additional waiting time. If inaccurate or incomplete information requires a materially different vehicle or service, we will explain the revised price and obtain your agreement before proceeding wherever reasonably possible.

A quotation is not a booking and may be withdrawn before acceptance. An automated Booking received message acknowledges that we have received your request and payment but does not confirm courier allocation or acceptance. The contract is accepted when we issue a Booking confirmed message, unless we expressly confirm acceptance in another written communication. We may carry out fraud, suitability, identity, insurance or compliance checks before accepting or fulfilling a booking.

4. Service hours and booking options

ASAP is available Monday to Friday during the booking hours displayed on the website. It provides priority collection, typically within 60 minutes after booking acceptance and courier allocation. This is a target rather than a guaranteed collection time unless we expressly confirm otherwise in writing.

Same Day is available Monday to Friday before the booking cut-off displayed on the website and only where the estimated collection and journey time allow delivery by the applicable delivery cut-off. Availability may vary according to booking time, route length, vehicle and operational capacity.

After the standard Same Day cut-off, the website may allow you to check an ASAP price for delivery that day where the journey remains operationally achievable.

Scheduled allows you to request collection on an available future date and within a displayed collection window. Collection windows are operational estimates rather than guaranteed appointment times.

Scheduled services may be offered on weekends and bank holidays, subject to courier availability. Any applicable weekend or bank-holiday surcharge will be included in the price displayed before booking.

Service cut-offs and availability settings may be amended prospectively. The service and price confirmed for an accepted booking will not be changed solely because our availability settings subsequently change.

5. Service scope, loading and vehicle selection

The instant service is intended for individual items and small consignments capable of being handled by one courier driver. It is not a household removal, office removal, factory removal, full-property removal, storage-and-distribution service, or a contract for storage.

Unless agreed otherwise in writing, the customer must provide suitable lifting assistance for heavy or bulky goods at collection and delivery. We do not install, connect or disconnect appliances, remove existing appliances, assemble goods or perform specialist lifting unless expressly agreed in writing.

Unless expressly confirmed in writing, the booking does not guarantee exclusive use of a vehicle. A courier may carry another compatible consignment where this does not compromise the booked collection, delivery, safety or handling requirements.

You are responsible for selecting a suitable vehicle and accurately declaring the quantity, dimensions, weight, nature, value and handling requirements of the goods. We may refuse the booking, request more information, change the vehicle or charge the agreed difference if a larger or specialist vehicle is required.

6. Excluded and restricted goods

You must not book illegal goods or goods that cannot lawfully or safely be carried. Unless we and, where required, our insurer expressly agree otherwise in writing before acceptance, we do not accept:

• money; securities for money; negotiable instruments; unused postage or savings stamps; cash; credit, debit or charge cards; vouchers, redemption cards, lottery tickets, scratch cards or similar property;

• property being towed; goods forming part of a household, office, factory or similar removal; or goods held under a storage or storage-and-distribution contract;

• people, live animals, human remains, or any living creature;

• firearms, ammunition, weapons, controlled substances, or illegal goods;

• dangerous, explosive, flammable, corrosive, toxic, radioactive, biological or otherwise hazardous goods;

• goods requiring refrigeration, controlled temperature or humidity, specialist certification or regulated handling;

• perishable goods whose natural deterioration or delay may cause loss;

• precious metals, precious stones, irreplaceable documents, antiques, fine art or other unusually valuable goods unless referred to and accepted in writing; or

• goods prohibited by law, regulation, a courier partner’s insurance or any applicable transport rule.

You must tell us before booking if goods are fragile, unusually valuable, restricted, regulated, temperature-sensitive or require special handling. Acceptance of a booking does not mean undeclared or excluded goods are accepted or covered.

7. Declared value and maximum consignment value

You must declare the genuine replacement or market value of the goods when requested. The instant service must not be used for goods whose total value in or on the vehicle exceeds £10,000. The £10,000 figure is a maximum liability limit, not an agreed valuation or automatic payment entitlement.

You must not make a special declaration of value or special interest in delivery, or ask us to accept liability above these Terms, unless we have obtained any required insurer consent and confirmed the arrangement in writing before accepting the booking.

The combined value of the goods included in your booking must not exceed £10,000 unless we expressly agree otherwise in writing. Claims arising from one occurrence or series attributable to one original cause are also subject to the applicable £20,000 event limit across all affected claims. If the value could exceed an applicable limit, contact the Help Centre before booking; no higher limit applies unless expressly confirmed in writing.

8. Your responsibilities

You must provide complete and accurate contact, address, postcode, access, consignment, quantity, dimensions, weight, value, timing and handling information. You must also ensure that:

You must provide a complete collection and delivery address, including the house number, unit number, building name or other property identifier where applicable. Selecting a street, town or postcode-level suggestion does not by itself constitute a complete address.

By completing the booking-requirements confirmation, you confirm that the booking concerns individual items or a small consignment, the goods will be ready for collection, suitable loading help will be available for heavy or bulky items, and the total value of the goods does not exceed £10,000.

• you own the goods or have lawful authority to arrange their carriage;

• the goods are securely and suitably packed, protected and labelled to withstand ordinary road transport, handling, loading and unloading;

• the goods are ready throughout the agreed collection window;

• collection and delivery premises are safe and reasonably accessible for the selected vehicle;

• someone authorised is available at collection and delivery;

• all required documents and lawful instructions are supplied; and

• you notify us promptly of any error, change, hazard, damage, doubtful condition or special requirement.

We may refuse collection or delivery where the goods, packaging, access or instructions create a safety, legal, insurance or operational concern. Reasonable costs already incurred may remain payable.

9. Packing and condition of goods

Unless we expressly agree otherwise in writing, neither we nor the courier partner is contracted to pack or process the goods. You are responsible for packing them suitably. We are not liable to the extent that loss or damage is caused by inadequate or faulty packing, an inherent defect or characteristic, natural deterioration, ordinary wear and tear, or pre-existing damage.

Any visible damage or doubtful condition should be recorded on collection or delivery documentation and supported with photographs. A clean receipt may be treated as evidence that no external damage was apparent, but it does not remove rights that cannot lawfully be excluded.

10. Waiting time, failed attendance and redelivery

The booking includes 15 minutes of waiting time at collection and 15 minutes at delivery. Waiting beyond either free period is charged at £1 per minute. We may invoice waiting charges after delivery or charge an authorised payment method where you have expressly authorised this.

If collection or delivery cannot be completed because goods are unavailable, information is incorrect, access is unsuitable, or no authorised person is present, we will contact you where reasonably possible. Additional waiting, return, temporary holding, redelivery or cancellation costs may apply where they reflect costs reasonably incurred. Any temporary holding during interrupted transit is incidental to carriage and is not a storage contract.

11. Amendments

You may request a change through our support channels. A change is effective only when confirmed by us. Additional mileage, time, vehicle, congestion, waiting or courier costs may apply. If we cannot accommodate the change, the original booking remains in force unless cancelled under clause 12.

12. Cancellation and refunds

Many bookings are requested for performance within 14 days. By selecting such a collection date and confirming the booking, a consumer expressly asks us to begin arranging and supplying the service during the statutory cancellation period. Once the service has been fully performed, the statutory right to cancel may be lost where the legal requirements for that loss of right are met.

If you cancel before a courier begins travelling, we will refund the booking price less reasonable direct costs already incurred in arranging the specific booking. These costs will not exceed 25% of the booking price unless you have agreed a separate charge and the higher amount reflects our actual direct loss.

If you cancel after the courier has begun travelling or performance has otherwise started, we may retain or charge a reasonable proportion of the price reflecting services performed and direct loss caused by cancellation. We will take reasonable steps to reduce avoidable loss and will not charge more than permitted by law.

If we accept a booking but cannot provide the booked service for operational reasons or lack of courier availability, we will provide a full refund for the unprovided service. Refunds are normally returned to the original payment method. These provisions do not reduce statutory cancellation or refund rights.

13. Delays and service changes

Collection and delivery times are estimates unless we expressly confirm a guaranteed service in writing. Traffic, road closures, weather, access issues, breakdowns, safety incidents and events outside reasonable control may affect timing.

If delivery is delayed by more than 12 hours solely because of a courier operational issue, we will refund 50% of the original booking fee. This is a commercial service commitment, not compensation for the value of the goods or other financial loss. It does not apply where delay results from inaccurate customer information, unsuitable packing or access, recipient unavailability, excluded goods, or an event outside reasonable control.

We do not accept liability for loss caused only by delay, loss of use, loss of market, loss of profit or another indirect or financial consequence of delay, except where liability cannot lawfully be excluded. If timing is critical or delay could cause exceptional loss, you must tell us before booking and obtain our written acceptance of any special arrangement.

14. Transit period and Proof of Delivery

For the purpose of claims for loss or damage to goods, the booked transit ordinarily begins when the goods are collected at the collection address and continues during carriage, loading, unloading and temporary holding incidental to transit until delivery at the destination address, subject to these Terms and applicable law.

The courier partner must provide Proof of Delivery (POD) after completion. POD may include the recipient’s name, signature, photograph, date, time, location or other electronic evidence. We will make POD available to the booking customer where reasonably practicable.

15. Insurance arrangements

We maintain freight-liability insurance appropriate to the declared business and require courier partners to maintain appropriate Goods in Transit insurance, motor insurance and any other insurance legally required for their work. We may verify or require evidence of that cover.

Insurance is subject to policy terms, conditions, exclusions, evidence requirements and limits. It supports liabilities that BMC incurs; it does not make you an insured person under our policy, create a direct right against our insurer, guarantee that every claim will be insured, or increase BMC’s contractual or legal liability.

16. Loss of or damage to goods

We will exercise reasonable care and skill in arranging and providing the booked service. Where goods are lost, destroyed, damaged, stolen or misdelivered during the transit period, our liability will be assessed by reference to the cause, evidence, these Terms and applicable law.

Subject to clause 18 and any liability that cannot lawfully be limited, compensation for physical loss of or damage to goods will not exceed the lesser of:

• the reasonable cost of repair;

• for a total loss, the reasonable replacement cost or market value of goods of the same age, condition and specification immediately before the loss; and

• the applicable £10,000 vehicle limit and £20,000 event limit described in clause 7.

No payment will exceed the proven value of the customer’s legal interest in the goods. We may choose to repair, replace, reinstate or pay money where reasonable. Any salvage or recovered goods must be preserved and made available; ownership or disposal will be addressed as part of the settlement.

17. Matters for which we are not responsible

We are not responsible to the extent loss, damage or liability is caused by:

• inadequate or faulty packing, except where we expressly contracted to pack and the exclusion would be unlawful;

• an inherent defect, natural deterioration, wear and tear, mechanical or electrical breakdown not caused by an insured physical event, or pre-existing damage;

• a change in temperature or humidity, unless directly caused by fire, theft, collision or overturning and liability otherwise arises;

• inaccurate, incomplete or late instructions; unsuitable access; recipient unavailability; or the customer’s breach of these Terms;

• excluded, prohibited, undeclared, misdescribed or undervalued goods;

• confiscation, requisition or an order of a government or public authority, except to the extent liability cannot lawfully be excluded;

• war, terrorism, radioactive contamination, cyber or data events, pandemic or communicable-disease events to the extent permitted by law; or

• fraud or deception by a person falsely purporting to be an authorised courier partner, except to the extent the loss was caused by our failure to exercise reasonable care and skill or liability cannot lawfully be excluded.

Recorded information is treated as the physical medium on which it is stored. We do not accept liability for the cost of recreating, rebuilding, retrieving or reworking data beyond reasonable copying costs, or for indirect loss, except where liability cannot lawfully be excluded.

18. Limits and exclusions of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights that cannot lawfully be excluded, or any other liability that the law does not permit us to exclude or limit.

For consumers, these Terms do not affect mandatory rights under consumer law. Any limitation or exclusion applies only so far as it is lawful and fair in the circumstances.

For business customers only, and to the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, revenue, business, production, market, opportunity, goodwill, data, use or anticipated savings. Our total liability arising from a booking, other than liability that cannot lawfully be limited and physical loss of or damage to goods governed by clause 16, will not exceed the booking price or £1,000, whichever is greater.

19. Claims and customer obligations

You must notify BookMyCourier through the Help Centre or at support@bookmycourier.co.uk without unreasonable delay after becoming aware of any incident that may give rise to a claim. Prompt notification is particularly important for theft, visible damage and misdelivery. Delay may prejudice investigation or recovery rights but does not remove rights that cannot lawfully be excluded.

You must:

• provide the booking reference, full description of the shipment, what happened, where the goods are located, and current contact details;

• provide photographs, collection and delivery records, the freight or purchase invoice, proof of ownership, proof of value, and reasonable repair or replacement evidence;

• preserve the goods, all packaging and any salvage, avoid unnecessary disposal or alteration, and allow a reasonable inspection;

• notify the police without unreasonable delay of theft, vandalism, malicious damage or another suspected crime and provide the crime reference;

• identify any courier, recipient, bailee or other person who may be responsible and preserve communications and evidence; and

• not admit liability on BMC’s behalf, settle with a third party, waive rights, or compromise recovery without our written agreement.

We may share relevant information with the courier partner, insurers, loss adjusters, police, professional advisers and other persons reasonably involved in investigating, defending, recovering or settling the claim. You must provide reasonable cooperation. We will not promise or make a claim settlement until liability and evidence have been assessed and any required insurer consent has been obtained.

20. Complaints

Please send complaints to support@bookmycourier.co.uk with the booking reference and relevant details. We aim to acknowledge complaints within two working days and will provide updates where an investigation requires longer. Complaints do not prevent you from exercising applicable legal rights.

21. Payments and fraud prevention

Online payments are processed through our nominated payment provider. We do not normally receive or store full payment-card details. We may suspend, cancel or refund a transaction where we reasonably suspect fraud, unauthorised payment, illegality or misuse of the service.

21A. Promotional codes and vouchers

Discount codes and promotional vouchers are subject to the conditions displayed with the promotion, including any expiry date, service restrictions, minimum spend and usage limit. Unless stated otherwise, promotions cannot be combined, exchanged for cash or applied retrospectively.

22. Business accounts

Approved business-account customers may receive rates or discounts shown in their account or quote. Eligibility and discount tiers may depend on booking activity measured over the stated period. A discount applies only where displayed and confirmed for the booking and does not normally reduce separately itemised third-party charges such as congestion charges.

Business accounts are pay-as-you-order accounts and do not provide credit. We may change rates prospectively on reasonable notice; a change will not alter an accepted booking at its confirmed price.

23. Data protection

We process personal data to provide quotes, manage bookings and payments, allocate and verify courier partners, communicate service updates, prevent fraud, keep records and handle claims or complaints. Information may be shared with courier partners, insurers and service providers where necessary for those purposes. Further details are in the Privacy Policy published on bookmycourier.co.uk.

24. Events outside reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, road closures, accidents, civil emergency, industrial action, network or payment-system failure, government action or widespread transport disruption. We will take reasonable steps to minimise the effect and communicate material disruption. Where the service cannot be provided, refund rights will be determined under clause 12 and applicable law.

25. Changes to these Terms

The Terms in force when a booking is accepted apply to that booking. We may update these Terms for future bookings to reflect legal, insurance, operational or service changes. Updated Terms will be published with a revised effective date and will not retrospectively remove rights under an existing booking.

26. Severability, waiver and third-party rights

If any part of these Terms is found unlawful or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. Except where expressly stated, no person other than you and Book My Logistics Ltd may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

27. Governing law and jurisdiction

These Terms and any non-contractual dispute are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections and rights to bring proceedings available in your home jurisdiction. Business customers submit to the exclusive jurisdiction of the courts of England and Wales.

28. Contact

Book My Logistics Ltd, trading as BookMyCourier.co.uk

Registered in England and Wales. Company number: 17384989

Registered office: 66 Paul Street, London EC2A 4NA

Email: support@bookmycourier.co.uk

Telephone: 0330 043 4211

Website: www.bookmycourier.co.uk