1. Introduction

These Terms and Conditions govern all services provided by Packpoint Logistics Limited (“the Company”, “we”, “us”, “our”). By booking our services, you (“the Customer”) agree to be bound by these terms.

 

  1. Quotations and Pricing
  • All quotations are based on the information provided at the time of booking.
  • Quotes may change if:
    • Additional items are added
    • Access conditions differ (e.g., stairs, long walking distance)
    • Delays occur outside our control
  • Unless otherwise stated, quotes are estimates, not fixed prices.
  • Any additional charges will be discussed where reasonably possible.
  1. Booking and Payment
  • A booking is only confirmed once accepted by us.
  • We require a 20% deposit to secure your booking.
  • Full payment is due immediately upon completion of the job unless agreed otherwise in writing.
  • Late payments may incur additional charges.

 

  1. Customer Responsibilities

To ensure a smooth service, customers must:

  • Provide accurate details about items, access, and locations
  • Ensure all items are properly packed unless packing services are booked
  • Clearly label fragile or valuable items
  • Ensure parking arrangements are suitable and legal
  • Be present (or have a representative) during loading and unloading

We are not responsible for delays or issues caused by inaccurate or incomplete information.

  1. Access and Delays
  • Additional charges may apply for:
    • Long carrying distances
    • Stairs or lifts not disclosed
    • Waiting time due to keys, access delays, or customer-related issues
  • If we are unable to complete the job due to access restrictions, full charges may still apply.

 

  1. Packing and Handling
  • Items packed by the customer are transported at the customer’s risk unless damage is clearly due to our negligence.
  • We take reasonable care in handling all goods but are not liable for:
    • Pre-existing damage
    • Poorly packed items
    • Fragile items not properly declared

Damage, Insurance and Claims

7.1 Standard of Care

Packpoint Logistics Limited will exercise reasonable skill and care in handling and transporting goods. However, all services are provided subject to the limitations set out in this section.

 

7.2 Basis of Liability

  • Our liability is strictly limited to loss or damage directly caused by proven negligence of the Company or its staff.
  • We shall not be liable for any loss or damage arising from:
    • Inherent defects in the goods
    • Normal wear and tear
    • Fragile items unless professionally packed by us
    • Items packed by the customer
    • Electrical or mechanical derangement unless caused by impact damage
    • Delays beyond our control

7.3 Customer-Packed Items

  • Any item packed wholly or partially by the customer is transported entirely at the customer’s own risk.
  • No liability will be accepted for damage to such items unless external damage to the packaging is clearly evident and directly attributable to our handling.

 

7.4 Notification of Claims

All claims for loss or damage must be:

    • Reported in writing within 24 hours of delivery
    • Supported by clear photographic evidence
  • Failure to comply with this requirement will result in the claim being automatically rejected.

 

7.5 Claims Procedure

  • Customers must allow Packpoint Logistics Limited a reasonable opportunity to:
    • Inspect the goods
    • Investigate the claim
  • No repairs, replacements, or disposals should be arranged without prior written consent, as doing so will invalidate the claim.

 

7.6 Limitation of Liability

  • Compensation is limited to the current second-hand market value of the item at the time of loss or damage.
  • We do not cover:
    • Replacement-as-new costs
    • Sentimental value
    • Consequential losses (e.g., loss of earnings, inconvenience, delays)
  • Unless otherwise agreed in writing, liability is capped at:
    • £50 per item, or
    • £500 per job,
      whichever is lower.

7.7 Excluded Items

We accept no liability under any circumstances for:

  • Cash, jewellery, watches, or precious items
  • Antiques, fine art, or collectibles
  • Documents, passports, or data storage devices
  • Items of exceptional value not declared in advance

Customers must arrange separate specialist insurance for such items.

 

7.8 Insurance Scope Clarification

  • Our Goods-in-Transit insurance is provided subject to insurer terms and conditions, which may vary.
  • Acceptance of a booking does not constitute an agreement to insure all items for full value.
  • Additional insurance cover must be:
    • Requested in advance
    • Confirmed in writing
    • Paid for prior to the move

 

7.9 Burden of Proof

  • The burden of proof rests entirely with the customer to demonstrate that:
    • The damage occurred during our service
    • The damage was caused by our negligence

 

7.10 False or Exaggerated Claims

  • Any false, misleading, or exaggerated claims will result in:
    • Immediate rejection of the claim
    • Potential legal action where appropriate

 

7.11 Time Limitation

  • Any legal proceedings must be commenced within 7 days of the delivery date.
  • After this period, all liability is fully extinguished.

 

  1. Excluded and High-Risk Items

We do not transport or accept liability for:

  • Cash, jewellery, or high-value items
  • Hazardous or illegal materials
  • Perishable goods
  • Items requiring specialist handling unless agreed in advance

Customers are advised to transport high-value or sensitive items personally.

 

  1. Cancellations and Rescheduling
  • Cancellations must be made at least 48 hours before the booking date.
  • Late cancellations may result in loss of deposit or full charge.
  • We reserve the right to reschedule due to unforeseen circumstances (e.g., weather, breakdowns), with reasonable notice.
  1. Insurance
  • Our insurance covers goods under standard moving conditions.
  • It does not cover:
    • Items not declared
    • Items packed by the customer (unless negligence is proven)
  • Additional insurance may be arranged upon request.

 

  1. Force Majeure

We are not liable for delays or failure to perform due to events beyond our control, including:

  • Traffic delays
  • Weather conditions
  • Accidents or vehicle breakdowns
  • Government restrictions
  1. Right to Refuse Service

We reserve the right to refuse or stop a job if:

  • There is a safety risk
  • The environment is unsafe or abusive
  • The job differs significantly from what was agreed

Full or partial charges may still apply.

 

  1. Complaints

We aim to provide excellent service. Any complaints should be submitted in writing within 48 hours of the job. We will investigate and respond promptly.

 

  1. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes

will be handled under this jurisdiction.

 

15. Acceptance

By booking with Packpoint Logistics Limited, you confirm that you have read, understood, and agreed to these Terms and Conditions.

 “By accepting our services, the customer agrees that these limitations of liability are fair and reasonable, reflecting the nature of the service and the charges applied.”