Terms & Conditions

Terms and Conditions of Carriage

1. Definitions

• Account: A registered customer account containing customer, contact, operational and billing information.
• Booking: A request for courier, logistics, freight or pallet delivery services made by phone, email, website, portal or any other agreed channel.
• Business Day: Monday to Friday, excluding UK public holidays.
• Consignment: Any goods, documents, parcels, pallets, freight or other items accepted for collection, carriage, storage, delivery or return.
• Customer, you or your: The person or organisation requesting or paying for the Services, including anyone acting on their behalf.
• Destiny Couriers, we, us or our: Destiny Couriers Sameday Limited.
• Services: Courier, same day, overnight, multi-drop, dedicated vehicle, wait and return, pallet, freight, storage, return, international and related logistics services.

2. Application of these Conditions

• These Conditions apply to every Booking unless we agree different terms in writing before accepting the Booking.
• We are not a common carrier and may refuse, suspend, cancel or amend any Booking where we consider it reasonable to do so.
• Overnight, European, international, pallet and freight services may be arranged, managed or performed through third-party carrier networks, depots, airlines, postal operators, customs clearance providers or freight partners, whose mandatory conditions, tariffs and liability limits may also apply.
• Nothing in these Conditions limits any statutory rights which cannot legally be excluded.

3. Bookings, Quotations and Instructions

• A contract is formed only when we accept a Booking.
• Quotes are based on the information supplied by the Customer and may be amended if the Consignment, route, access requirements, waiting time, dimensions, weight, service level or instructions differ from those quoted.
• Quotes are valid for 14 days unless stated otherwise and exclude VAT, tolls, congestion charges, parking, waiting time, storage, customs charges, duties and other third-party costs unless specifically included.
• The Customer must provide clear collection and delivery details, contact names, telephone numbers, opening times, reference numbers and any restrictions affecting access, loading or delivery.

• For parcel and carrier-network services, charges may be assessed using the greater of actual weight or volumetric weight. The carrier may reweigh, remeasure or reclassify a Consignment, and any resulting adjustment or surcharge is payable by the Customer.
• Additional carrier charges may include oversized-item, additional-handling, remote-area, residential, address-correction, out-of-area, fuel, security, seasonal, return and other service-specific surcharges where applicable.
• The Customer must keep all account and booking-portal credentials secure, must not permit unauthorised use or resale of the Services, and must notify us promptly of any suspected unauthorised access.

4. Customer Warranties

• The Customer warrants that it is either the owner of the Consignment or is authorised by the owner to arrange its carriage.
• The Customer warrants that the Consignment is accurately described, properly packaged, safe to handle and lawful to carry.
• The Customer warrants that all weights, dimensions, pallet counts, values, commodity descriptions, customs information and delivery instructions supplied to us are complete and accurate.
• The Customer is responsible for all losses, charges, fines, penalties, claims and expenses arising from inaccurate information or unsuitable goods.

5. Collection, Delivery and Transit Times

• Collection, delivery and transit times are estimates unless we expressly agree a guaranteed service in writing.
• We may choose the route, vehicle, driver, depot, network, carrier or method of carriage we consider appropriate.
• A delivery may be completed by obtaining a signature, name, photograph, scan, electronic confirmation, delivery note, depot confirmation or other proof reasonably available for the service used.
• If a Customer requests or authorises a leave-safe, unattended, unsigned or alternative delivery, risk transfers when the Consignment is left at the agreed or reasonably selected location.

• Collection times, booking cut-off times and collection windows vary by carrier, postcode and service and are estimates unless expressly confirmed by us in writing. Morning or precisely timed collections are not guaranteed.
• The Customer must allow a reasonable collection window, remain available during that window and ensure every parcel is ready, correctly labelled and accessible when the carrier arrives.
• Premium, timed or services described as guaranteed remain subject to the selected carrier’s postcode, destination, service and operational exclusions.
• The Customer should monitor available tracking information and promptly report unexpected events or respond to requests for further delivery or customs information.

6. Pallet and Freight Deliveries

• Pallet services are subject to pallet-network, depot, access and vehicle restrictions and may be carried under applicable freight or RHA-style conditions where used by the relevant carrier or network.
• Pallet freight may move through a hub-and-depot network, including collection depot, trunking, cross-dock sortation, onward trunking and final-mile delivery depot operations.
• Unless agreed otherwise, pallet deliveries are kerbside only and do not include unpacking, installation, movement inside premises, stairs, lifts, gravel, grass, steep gradients or unsuitable surfaces.
• The Customer must ensure pallets are stable, shrink-wrapped or banded, safely stacked, correctly labelled and suitable for mechanical handling and road transport.
• Goods must be securely anchored to the pallet and must not move, lean, collapse, leak, protrude dangerously or create an unsafe load during normal network handling.
• The Customer must accurately declare pallet quantity, dimensions, weight, stackability, commodity type and any access or handling restrictions before collection.
• Pallets must not exceed the dimensions, weight, height, overhang or service restrictions quoted or accepted for the Booking unless we agree otherwise in writing.
• Tail-lift deliveries require safe vehicle access, a level hard-standing surface and a pallet suitable for tail-lift and pump-truck movement.
• Pump trucks cannot normally be used safely on gravel, grass, soft ground, steep slopes, uneven surfaces, raised kerbs or confined areas.
• The Customer must ensure someone is available at collection and delivery to provide access, confirm the goods, sign where required and accept kerbside delivery.
• Oversized, overweight, unstable, poorly wrapped, overhanging, leaking, unsafe or unsuitable pallets may be refused, delayed, returned, reworked, re-palletised or surcharged.
• If a pallet must be re-palletised, re-wrapped, re-labelled, split, stored, returned or moved by a specialist vehicle or additional personnel, the Customer is responsible for the additional cost.
• Tracking events for pallet services may be provided by the relevant network, depot or carrier and may update at collection, depot receipt, hub sortation, outbound movement, delivery depot arrival and final delivery.
• Transit times for pallet services are estimates and may be affected by pallet-network routing, depot operations, trunking schedules, cross-dock handling, regional restrictions, weather, traffic and access conditions.

7. Loading, Unloading and Site Access

• The Customer must provide safe and suitable access, parking, loading space, site contact details and any equipment required unless we agree otherwise.
• Drivers are not required to provide specialist lifting, installation, unpacking, assembly, disconnection, technical handling or manual handling beyond the agreed service.
• Waiting time, parking, congestion, tolls, failed access, loading delays and site restrictions may result in additional charges.
• The Customer is responsible for ensuring that goods are ready for collection when the driver arrives.

8. Packaging and Labelling

• The Customer must package and label goods to withstand normal handling, sorting, loading, transport, unloading and delivery.
• Packaging must be appropriate for the weight, fragility, value, nature and risk of the Consignment.
• Fragile, glass, machinery, liquids, electronics, high-value, palletised or irregular goods must be protected using suitable internal and external packaging.
• Inadequate packaging, incorrect labelling or missing paperwork may invalidate or reduce any liability we might otherwise have.

• Parcel packaging must include a sufficiently strong outer container and enough internal cushioning to prevent movement and to withstand normal automated-network handling, including conveyor movement, stacking, compression and short drops.
• Each parcel must be packaged separately and carry one secure, clear and unobstructed carrier label. Old labels and conflicting markings must be removed or fully covered.
• Parcels must not be strapped, taped or otherwise joined together as a single package unless the chosen carrier has expressly accepted that method in writing.
• Any packaging guidance we provide does not amount to acceptance that the packaging is adequate and does not transfer the Customer’s packaging responsibility to us.

9. Prohibited and Restricted Goods

• The Customer must not tender illegal goods or goods prohibited by law, regulation, carrier rule, aviation security requirement, customs rule or destination-country requirement.

• Cash, bullion, securities, financial instruments, precious metals, precious stones, jewellery, watches, antiques, works of art and items of exceptional value.
• Firearms, weapons, ammunition, explosives, fireworks, radioactive materials, hazardous goods, dangerous goods, controlled drugs, tobacco, alcohol, animals, human remains and illegal substances.
• Perishable goods, temperature-sensitive goods, plants, seeds, aerosols, perfumes, batteries, liquids, fragile goods and other items requiring specialist handling, licences, approvals or controlled conditions.
• We may refuse, hold, return, dispose of, abandon, destroy or hand over goods to an authority where we reasonably believe they are unsafe, unlawful, prohibited, misdeclared or unsuitable for carriage.

• Carrier, service and destination restrictions may change. Before every Booking, the Customer must check that the goods are accepted by the selected service and obtain any required written approval.

10. Dangerous Goods, Customs and International Services

• Dangerous goods, hazardous materials, lithium batteries, controlled commodities and restricted items must be declared before Booking and may only be carried where accepted in writing.
• International consignments must be accompanied by accurate invoices, commodity descriptions, values, tariff codes, export reasons, licences and any required customs documentation.
• European pallet movements may require export declarations, import declarations, EORI numbers, commodity codes, country-of-origin details, customs values, Incoterms and recipient importer information.
• The Customer is responsible for customs duties, taxes, clearance charges, storage charges, return charges, penalties, inspections and delays caused by customs or authorities.
• International carriage may be subject to applicable conventions, including CMR, Warsaw or Montreal rules where relevant.

• The Customer must select and accurately declare the applicable Incoterm, including whether duties and taxes are to be handled as Delivered Duty Paid (DDP) or Delivered at Place (DAP).
• Where DDP is selected, the Customer is responsible for export and import duties, taxes, brokerage and related Customs Fees. Where DAP is selected, the Customer remains responsible for export charges and must clearly inform the recipient that import charges are payable before delivery.
• If a recipient refuses delivery or does not pay amounts required for release, the Customer must pay all resulting return, storage, disposal, duty, tax, brokerage and administration charges.
• Any customs or duty estimate is guidance only. The Customer must reimburse us on request for Customs Fees or related sums later charged to us by a carrier, authority or other third party in connection with the Consignment.

11. Charges, Surcharges and Payment

• Charges are calculated using the agreed tariff, quotation, mileage, service level, vehicle type, waiting time, dimensions, weight, pallet count, route and any additional instructions.
• Additional charges may apply for waiting time, wasted journeys, cancellations, re-delivery, returns, storage, tolls, congestion charges, parking, ferries, out-of-hours work, handball, specialist handling, customs work, fuel surcharge and third-party costs.
• Our standard credit terms are 14 days unless otherwise agreed in writing.
• Prices exclude VAT unless expressly stated.
• We may suspend services, withdraw credit, charge interest and recover reasonable costs where invoices are overdue.

12. Waiting Time, Cancellations and Wasted Journeys

• Waiting time is charged in accordance with the applicable tariff or quotation.
• If a job is cancelled after dispatch, on arrival, while the courier is en route, or after work has begun, cancellation or wasted journey charges may apply.
• If collection or delivery cannot be completed because goods are not ready, premises are closed, access is unavailable, instructions are incorrect, payment or paperwork is missing, or the recipient refuses delivery, the Customer remains responsible for the applicable charges.

13. Failed Delivery, Re-delivery, Storage and Disposal

• If delivery fails, we may attempt contact, re-deliver, return, store, hold at depot, dispose of or otherwise deal with the Consignment as reasonably required.
• Re-delivery, return, storage, handling and disposal costs are payable by the Customer.
• For pallet deliveries, a failed delivery may occur where access is unsuitable, no authorised person is available, the recipient refuses delivery, the pallet cannot be safely unloaded, or the delivery point is not suitable for kerbside or tail-lift delivery.
• Failed pallet deliveries may be returned to depot, held, re-delivered, returned to sender or disposed of, and all related network, depot, re-delivery, storage and return charges are payable by the Customer.
• Unclaimed goods may be returned, sold, disposed of, abandoned or destroyed after reasonable notice where lawful and practical.
• We are not liable for deterioration, loss or damage occurring after delivery has been tendered or where goods remain uncollected through no fault of ours.

14. Proof of Delivery and Claims Notification

• Proof of delivery may be electronic, photographic, written, verbal, scanned or provided by a third-party carrier or network.
• Any visible loss or damage should be reported immediately and noted at delivery where possible.
• Claims must be notified in writing within 7 days of delivery or expected delivery and fully documented within 14 days unless a shorter mandatory carrier or convention period applies.
• The Customer must retain packaging, goods, photographs, invoices and all evidence needed to assess a claim.

• Claims for parcel, pallet, freight, international or subcontracted services are also subject to the selected carrier’s procedures, exclusions, evidence requirements and notification deadlines. The Customer must notify us early enough for those deadlines to be met.
• Submission of a claim does not guarantee acceptance or payment. The Customer must cooperate fully, retain the goods and all packaging, and provide the documents and evidence reasonably required by us or the carrier.

15. Liability

• All Services are provided on a limited liability basis.
• We are not liable for indirect, consequential or economic loss, including loss of profit, loss of business, loss of market, loss of contract, loss of data, loss of goodwill or delay-related losses.
• For same day courier services, our liability is limited to £250 per Consignment unless enhanced cover is agreed in writing before collection.
• For pallet, freight, network, international, subcontracted or third-party carrier services, liability may be limited by the applicable carrier, network, RHA-style condition, tariff or international convention.
• For pallet services, liability is based on the applicable pallet network, freight carrier or RHA-style liability terms and is not full-value goods insurance unless enhanced cover is expressly agreed in writing before collection.
• No liability applies to prohibited goods, restricted goods carried without written approval, inadequately packaged goods, misdeclared goods, customer error, inherent vice, delay outside our reasonable control or events listed under Force Majeure.

16. Enhanced Cover and Insurance

• Enhanced cover is not automatic and is only effective where agreed by us in writing before collection and paid for where applicable.
• Enhanced cover does not apply to prohibited goods, restricted goods, excluded goods or goods which a carrier or insurer does not accept.
• Customers should arrange their own goods-in-transit, stock, marine, freight or commercial insurance where full-value protection is required.

17. Inspection, Security and Compliance

• We, our subcontractors, networks, depots, carriers, security staff, customs authorities or regulators may inspect, scan, open or hold a Consignment where reasonably required.
• The Customer must comply with all applicable laws, aviation security rules, customs rules, sanctions, export controls, road transport requirements and health and safety obligations.
• The Customer indemnifies us against claims, fines, penalties, damage, injury, delay and costs arising from breach of this clause.

18. Subcontracting and Third-Party Carriers

• We may arrange, manage, procure or subcontract any part of the Services through another courier, freight operator, pallet network, depot, airline, postal operator, customs clearance provider or carrier.
• Subcontractors and third-party carriers may rely on these Conditions and any applicable carrier or network conditions.
• Drivers and subcontractors are not authorised to vary these Conditions or accept additional liability unless confirmed by us in writing.

• For any service performed through a parcel, freight, postal, airline, depot or carrier network, the applicable carrier terms, service guide, tariff, air waybill and mandatory operating rules in force at the time of Booking are incorporated into the contract so far as they relate to that Consignment.
• The Customer must comply with those carrier requirements. Where a mandatory carrier rule conflicts with these Conditions for the performance, claims process or liability of that carrier service, the mandatory carrier rule will apply to that extent.
• The Customer is responsible for charges, losses, penalties and reasonable costs caused by a breach of applicable carrier terms, use of an unsuitable service, inaccurate shipment information or unauthorised account use.

19. Customer Indemnity

• The Customer indemnifies us against losses, claims, liabilities, fines, penalties, costs and expenses arising from the Customer’s goods, instructions, breach of these Conditions, inaccurate information, prohibited goods, unsafe packaging or non-compliance with law.

20. Force Majeure

• We are not liable for failure, delay, loss or damage caused by events outside our reasonable control, including severe weather, traffic disruption, road closures, breakdown, strikes, labour shortages, power failure, cyber incident, terrorism, war, civil unrest, pandemic, fire, flood, customs delay, government action or carrier/network disruption.

21. Data Protection and Confidentiality

• Each party will comply with applicable UK data protection law.
• We may process shipment, contact, account, tracking, proof-of-delivery and billing data for the purpose of providing, managing, evidencing and charging for the Services.
• Confidential information must not be disclosed except where required to provide the Services, comply with law, recover charges or deal with a claim.

22. Right of Lien

• We may retain, hold or suspend release of goods, documents or account facilities until all sums due from the Customer are paid.
• Where lawful, goods may be sold or disposed of after reasonable notice to recover unpaid charges, storage and costs.

23. Website, Email and Electronic Communications

• Bookings, confirmations, proof of delivery, invoices, statements and notices may be sent electronically.
• The Customer is responsible for checking confirmations, labels, addresses, service details and invoices promptly and notifying us of any error.

24. Governing Law and Contact

• These Conditions are governed by English law and disputes are subject to the jurisdiction of the English courts.
• Email: [email protected]
• Last Updated: August 2026 V.2.1