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We work very hard to ensure all our clients receive the very highest levels of customer service and our intention is to provide complete satisfaction with all our same day and next day courier services.
Occasionally things do not go exactly to plan and so we believe the very best way to ensure that clients are 100% satisfied with our service, is to be clear about what we will and will not do. If you have any questions relating to the terms outlined below, please contact the Velocity office team.
DEFINITIONS OF TERMS USED
1. In these terms and conditions, the words or phrases below will have the following meanings:
a) You, your – the customer who asks us to provide a delivery service, including any employee, agent or subcontractor acting on your behalf.
b) We, our, us – Velocity Cycle Couriers Ltd (‘Velocity’), company number 06502183.
c) Consignment – any item or items we carry for you from one address to another, including any packaging.
d) Dangerous goods – anything we may be asked to deliver that could put the health and safety of other people at risk. This includes (but is not restricted to) explosives, radioactive material and items requiring specialist treatment or handling during transportation.
e) Proof of delivery – a signature acknowledging that the consignment has been received or a photograph of the location (usually agreed with the customer or consignee) showing where the consignment was left.
GENERAL POINTS
2. These are the terms under which we trade with our customers. Any changes or variations to these must be agreed with one of our directors in writing.
3. When you ask us to make a delivery on your behalf, you will be deemed to have accepted these terms.
4. Our liability to you is limited and explained in detail below.
5. These terms are intended to be reasonable to both of us, and if any part of them should prove to be unenforceable or void at law, then it will not affect the rest.
6. If, for any reason, either of us chooses not to exercise any rights contained in these terms, then this will be regarded as a waiver of those rights for the future.
7. English law governs this agreement between you and us, and any dispute will be dealt with in the English courts.
OUR RIGHTS AND OBLIGATIONS
8. We may refuse to accept a consignment for delivery, or any part of it. We may also inspect a consignment if we believe that these terms may have been breached (for example, to check for dangerous goods).
9. We will use our reasonable endeavours to deliver your consignment within the time you request, but unless we expressly agree in writing before accepting your consignment for delivery, we will not be liable for any loss or expenses you may suffer if the consignment is not delivered on time.
10. We will take all reasonable steps to obtain a proof of delivery at the time of delivery, and that proof of delivery will be conclusive evidence that the consignment was delivered complete and in good order, unless the consignee marks otherwise at the time of delivery. We will not be liable for any loss where delivery has been made in good faith to a person claiming to be the consignee, or an employee, subcontractor or agent of the consignee.
11. If you require a proof of delivery after delivery has been made, then we will endeavour to provide this to you, providing your request is made within 14 days from the date of dispatch. Requests made later than this will be dealt with at our absolute discretion. Settlement of our charges will not be conditional upon you receiving proof of delivery, and you cannot delay or withhold payment pending receipt of proofs of delivery, irrespective of when any request was made to us.
12. We will retain any proof of delivery obtained by us and/or any other associated documentation relating to deliveries for a minimum period of six months from the date of collection. After that we may destroy these items without any reference or obligation to you.
13. We will make one attempt to deliver your consignment (unless otherwise agreed) but if we cannot do so, we will have the option to either make a second attempt, or deliver to an alternative address provided by you, or return the consignment to you. Either of these alternatives may incur an additional cost for you, but we will contact you first to agree the best option.
14. If a consignment cannot be delivered, we will give you 10 days’ notice that we intend to dispose of the consignment.
15. We may keep hold of your consignments until you have paid any amounts you owe us, even though these amounts may not relate to the items held. We may then sell the items held, but only after we have given you 14 days’ notice in writing. Any proceeds (net of expenses) will be applied to your account with us.
16. If we are kept waiting or loading longer than 15 minutes at either the collection address or delivery address, we may charge you an additional amount, this being our standard hourly rate of the vehicle (bike or van) in question.
17. We will not be liable for any consequential or economic loss or damage suffered by you or any third party. Our liability is strictly limited to the cost of replacement of, or repair to, the goods sent in the consignment, subject to limits and conditions given below.
18. We will not be liable for any loss or damage to the consignment, nor any delay or incorrect delivery if the cause was any of the following:-
a) War, terrorism, riot, strike, lockout or any similar action.
b) Natural disasters (e.g. floods), poor or extreme weather conditions.
c) The consignment being seized or detained by any public authority.
d) Incorrect or insufficient address given on the consignment note or manifest. This includes any omission or ambiguity of information provided by you.
e) Incorrect or insufficient packaging of the consignment.
f) Natural wastage of a perishable or fragile consignment.
g) Traffic congestion or delay.
h) Any other event reasonable beyond our control.
19. If the loss or damage is our fault, then our liability to you is limited as follows:-
a) Up to £100 per consignment for next day delivery.
If this limit is not sufficient for your requirements, then we can provide extra insurance cover on individual consignments for an additional charge. You must notify us in writing before we collect from you and agree to pay the extra amount. Alternatively, we can provide additional ‘blanket’ cover on all your consignments for an additional charge, the terms of which must be agreed in writing between us before any extra cover is in place.
20. There are certain items we cannot accept liability for on any of our services. These include cash, notes, money orders, vouchers, credit cards, stamps, deeds, passports, tickets, travellers cheques, jewellery, precious stones, watches, precious metals, works of art, antiques, china, glass, living creatures and any other similar valuable articles.
21. If we are to consider any claim for non-delivery, late delivery, or loss or damage to the consignment, you must notify us in writing within 7 days of delivery for any shortage or damage, and within 14 days for any loss. We will be entitled to ask you for written evidence to establish the value of the loss or damage (for example, a copy invoice from supplier). We may also ask you to obtain an estimate for repair if appropriate.
22. You must continue to pay our invoices in full as they become due, even though you may have submitted a claim to us.
23. From time to time, we may incur additional expenses while delivering your consignments. These may be tolls, parking charges, rubbish disposal charges, or similar items. If we incur any such expenses, we will invoice them to you with normal delivery charges, and you should pay them within our credit terms.
24. Any quotation or estimate of charges given to you will be valid for 30 days, unless the quotation states otherwise. If you accept our quotation, delivery must take place within 30 days of the quotation date, otherwise revised charges may apply. We will only be bound by written quotations accepted by you, and your acceptance will be deemed to have been given when you ask us to make the delivery quoted for. Verbal quotations or estimates are expressed as a guide only and will not be binding on us.
25. We may change our charges or these terms from time to time, but if we do, we will give you advance notice.
26. We may, at our absolute discretion, withdraw credit facilities at any time. If we do, then all invoices will become immediately payable, irrespective of any credit terms or payment dates previously agreed between you and us. If you do not pay us within 30 days of invoice date, we will be entitled to charge you interest at the rate of 3% per month (or part thereof) from the invoice date to the date of payment. If we are required to take legal action to recover payment from you, our claim will include interest and all associated costs of such action.
27. We may weigh check your consignments, or establish the weight if you have not provided this to us. If we have to amend our charges to you in line with the actual weight determined by us, our calculation of the weight cannot be altered afterwards. If a consignment normally charged by weight exceeds 5 cubic metres in measurement per 1000kg (or a rateable part thereof), we may charge you on a volume basis, calculated at a rate of 5 cubic metres per 1000kg, or part thereof.
YOUR RIGHTS AND OBLIGATIONS
28. Before asking us to deliver a consignment, you must make sure of the
following: -
a) If you are not the owner of the goods, you have the owner’s permission to enter into this agreement and ask us to make a delivery.
b) The goods in the consignment are not dangerous goods and do not present any health or safety risks, and the handling or possession of them is not a criminal offence, nor breaches any relevant statute or regulation.
c) Only those individuals duly authorised by you can make bookings with us, and they should supply to us (at the time of booking) any reference or purchase order you require to be shown on our invoices in order to process them for payment. If you fail to provide us with this information, or if the information is not correct, you will not be able to withhold payment later.
d) The consignment is properly addressed and packaged. If, in our opinion, the packaging is not sufficient, we may either refuse to deliver it or may repack it to the required standard. A reasonable charge will be made to you for any such repackaging.
e) You have made any necessary insurance arrangements (either with us or a third party) to provide the level of cover required, having regard to these items.
29. You will pay our invoices (including any VAT) in full and without deduction (apart from credit notes raised by us) within 30 days of the invoice date and in sterling.
30. You will raise any query you may have on our invoice within 21 days of the invoice date. After that time, you will be deemed to have accepted our invoice as correct and will make payment within our agreed terms.
31. If you are in breach of any of these terms, you will be liable for any loss or expenses suffered by us as a result.
32. If your consignment needs special equipment or manpower to be loaded or unloaded, you must make sure this is available at both delivery and collection addresses. If such is not available, you will be liable for any resulting costs, which may include waiting, storage or redelivery charges.
33. Unless we are shown to be at fault, you will indemnify us for any claims or losses arising from our delivering consignments for you.
34. If you make a claim for damage to your consignment, you will keep (or arrange to keep) that consignment and all its packaging in a safe place and to one side in case an inspection of the consignment is needed during an investigation.
REFUND POLICY
Online Bookings
We will strive to collect and deliver consignments within the time frame agreed with you, however, we will not be liable for any loss or expenses you may suffer if the consignment is not collected on time. Should an exact collection time be required, please telephone the Velocity office to discuss.
Should a booking need to be cancelled please contact us on 01865 249 854 at the earliest opportunity or email our operations team on hello@velocitycc.co.uk.
Cancelled Bookings
If the courier/driver has not left our transport hub at the point of cancellation, a full refund will be processed.
If the courier/driver has left the hub and is on route to the collection point, a charge will be made commensurate with the time spent and distance travelled up to the point of cancellation. This charge will be subject to the delivery vehicle’s minimum charge value.
If the vehicle attends the collection point and is unable to make the collection, for any reason outside of our control, a charge will be made commensurate with the time spent and distance travelled up to that point. This charge will be subject to the vehicle’s minimum charge value.
Once the collection has been made and the vehicle is on route, if the delivery is then cancelled, a charge will be made commensurate with the time spent and distance travelled to return the items to the collection point. This charge will be subject to the vehicle’s minimum charge value.
A refund will not be due if we are unable to undertake your booking. For example, if we are unable to collect the goods due to an incorrect address, insufficient detail, or no one to collect the goods from. Should a specific time for collection be requested we will make best efforts to meet these times including any delivery deadlines. Should we be unable to match any of these, a refund will not be offered as payment is for the service provided irrespective of the timing of that service.
For any case a delivery cannot be made, and we have no special instructions to leave safely or to post we will return the goods to our transport hub for security and safety. We would not attempt a re-delivery until we have contacted you to agree new delivery instructions and process the payment for the additional costs incurred at agreed standard charge. Should we be unable to contact you we will hold the goods safely for a period of 14 days. At this time, we will endeavour to contact you a final time before we destroy or dispose of the goods. Under these circumstances we will be unable to offer any compensation for the goods, any consequential loss, or any refund for the original service we provided.
Reviewed September 2025
