Terms Conditions

It is important that you read these Terms and Conditions carefully, together with our privacy policy and our Terms and Conditions, as they govern our relationship with you in relation to this website and your purchase of services from it.

If you have any questions about them or do not wish to accept them, please contact our Customer Services department at customerservices@palletline.com or on +44 (0)121-767-6870 before continuing.

You may have other rights granted by law, and these Terms and Conditions do not affect these.

We are Palletline plc, a company registered in England and Wales at Companies House. Our details are set out in the terms and conditions below. Our company registration number is 02277533. Our VAT number is GB 844 2976 96.

  1. Who can purchase Services from the company?
  2. Definitions General Use of Palletline Online Website
  3. Terms of Service
  4. Collections
  5. Deliveries
  6. Packaging and Labelling
  7. Dangerous Goods
  8. Limitation of Liability
  9. Cancellations
  10. Refunds and Chargebacks
  11. Privacy Law and Jurisdiction

Who can purchase Services from the Company?

To purchase from the Company you must be over 18. The Company only accepts orders from the UK.

Definitions

Carrier means Palletline plc or its sub-contractors.

Company means Palletline plc registered number 02277533 whose registered office is at Palletline Plc, The Palletline Centre, Starley Way, Birmingham. B37 7HB.

Customer means the person or company who contracts for the Services under these Terms and Conditions of the Carrier who gives a Consignment to the Carrier for carriage.

Consignee means the person or company to whom the Carrier contracts to deliver the Consignment.

Goods means items whether a single item or in bulk, on a Pallet and referred to in the Company’s consignment note.

Pallet means a single item or items carried on a wooden, metal or plastic base, not exceeding 1200mm by 1200mm and a height not exceeding 2000mm. The item or items in bulk or any number of small containers must not exceed 1000 kilograms.

Consignment means palletised Goods sent at one time in one load by or for the Customer from one address to one address.

Service means the particular service for the carriage of Goods (collection and/or delivery). RHA Conditions of Carriage means the Road Haulage Association Limited - Conditions of Carriage (Current Edition).

Terms and Conditions means these Terms and Conditions of carriage and any other documents incorporated by reference herein.

General

The Carrier is not a common carrier and will only accept Goods for carriage upon that condition and the conditions set out below and the entire conditions set out in the Road Haulage Association Limited ‘Conditions of Carriage (Current Edition).

In the event of any conflict or ambiguity between these Terms and Conditions and the RHA Conditions of Carriage (Current Edition), the provisions of these Terms and Conditions will prevail.

The Carrier may at its entire discretion use third parties and subcontractors for the provision of the Service and any part thereof.

Once the Customer has completed compiling its Service booking, the Customer will be asked to confirm the details provided. If they are not correct, the Customer can revisit its Service booking and correct the mistakes before confirming and submitting its Service booking to the Company.

It is the Customer’s responsibility to ensure that the Service booking is correct before submitting it to the Company. Mistakes in the Service booking cannot be rectified after the Company has accepted the Service booking.

The Company will acknowledge receipt of the Service booking by email. This is not an acceptance of the Service booking. The contract between the parties is not formed until the Company confirms that it has accepted the Service booking.

Prices are checked regularly. However, if the Company finds the price has changed when it receives the Service booking, it will contact the Customer and ask if the Customer wants to proceed.

If the Customer confirms that it does wish to proceed, the Company will not be under an obligation to provide the Service until it has accepted the Customer’s Service booking.

By submitting the Service booking, the Customer allows the Company to use its personal details provided, for the purposes of:

  • supplying the Services (including passing information to sub-contractors and third parties for this purpose);
  • internal record keeping;
  • and improving the Company’s services.

The Company will not use the Customer’s personal details for other purposes without asking for the Customer’s consent.

The Carrier reserves the right to refuse a Service booking, in which case a full refund will be given.

The prices indicated on the website, payable in respect of the services, do not include taxes or VAT, which are shown separately if applicable.

All Services are subject to availability and coverage.

Palletline does not process payment card transactions itself but uses Sage Pay and Streamline Merchant Services to collect payment for the transaction from Customers. Sage Pay and Streamline Merchant Services are responsible for handling all payment card transactions and for transferring such monies to Palletline at an appropriate time.

All issues relating to transfer of monies from Customers' payment cards and the handling of card details is the responsibility of Sage Pay and Streamline Merchant Services. Palletline does not come into contact with specific details of Customers' account details at any time. In the case of agreed refunds from Palletline to Customers, Palletline may instruct Sage Pay and Streamline Merchant Services to credit appropriate monies to Customers’ payment cards.

Once Palletline has taken such action, Palletline’s responsibilities in this respect are deemed to have been fulfilled. Palletline will mediate, where appropriate, between the Customer and Sage Pay and Streamline Merchant Services in settling any payment disputes and enquiries, supplying to the best of its ability all relevant information and advice requested by the Customer.

Customers may only use the facilities provided by Palletline to make legitimate Service bookings for themselves or other persons on whose behalf they are legally allowed to act.

Where the Customer is not the owner of some or all of the Goods in any particular Consignment, the Customer hereby warrants that it is for all purposes the lawful and duly authorised agent of the owner and that it hereby sets these conditions for itself and for and on behalf of any other person having any interest in the Goods.

The Customer hereby indemnifies and will keep indemnified the Carrier and its employees and subcontractors against any and all costs, expenses, liabilities, direct, indirect or consequential loss (all three of which terms include pure economic loss, loss of profits, loss of business, depletion of goodwill, and like loss), damages, claims, demands, proceeding or legal costs and judgements which the Carrier or its employees or subcontractors may incur as a result of the Customer not having the authority of the owner or owners to consign the Goods on these conditions.

Palletline may change company policy from time to time. Any changes to the policy are enforceable after we have provided at least seven days notice of the changes via our downloadable document, Terms and Conditions of Carriage.

The Company may not keep a copy of these Terms and Conditions and your Service booking. It is therefore advised that the Customer prints a copy of these Terms and Conditions. A pdf version of these Terms and Conditions can be downloaded by clicking here.

Use of Palletline Online Website

It is free to view the Palletline Online website. By viewing or using it, the Customer agrees not to copy, duplicate, broadcast, store or transmit electronically or otherwise and in any form make available the materials on this website including, but not limited to, any Palletline Online web pages, graphical elements, source code, macromedia flash elements or textual information, for any purposes other than ordering or paying for pallet movements with the Carrier without our consent in writing.

This website and all other materials contained in it are protected by intellectual property rights including copyright, and either belong to the Company or are licensed to the Company to use. Materials include, but are not limited to logos, graphics, source code, text, trademarks and service marks and names, the design, layout, look, appearance and documents on the website as well as other content such as articles, stories and other text.

Terms of Service

Collection and Delivery - Your driver will do all they can to ensure the safe loading and delivery of your Goods. Please do not ask or expect them to do anything that you can't or would not do. If you have a problem moving your pallet, so will the driver. We strongly advise Goods are ready before the driver arrives to collect as the driver may not be able to wait and may have to return later once the Goods are ready to transport. In these circumstances a wasted journey fee will be charged as per our tariff.

Redirection - Where the final delivery address does not match the original address entered on the web site, a Customer may divert Goods to a second location by advising Palletline in writing (email online@palletline.com) and paying any additional charges prior to final delivery.

Redelivery - Where the first attempt to deliver a pallet or pallets fails a redelivery can be agreed and attempted once an additional wasted journey charge has been paid to cover the cost of the second delivery.

Recollection - A second attempt to collect a pallet or pallets, for an agreed fee or wasted journey charge. Palletline Online will only attempt to collect Goods twice, after the second failure to collect the Goods the job will be cancelled and a partial refund issued.

Waiting time - If either a collection or delivery location is unattended an attempt will be made to contact the individual concerned using the phone contact number supplied on your web booking. A vehicle will be permitted to wait 15 minutes after the agreed time of collection or delivery. Failure to attend within the prescribed time will result in a wasted journey fee being charged before a second attempt to collect or deliver is made.

Access - The entrance to both collection and delivery points must be wide enough to permit entry of a heavy goods vehicle. An entry in excess of 9 feet is recommended. Any address that has parking restrictions must have an off road facility to allow safe loading or off loading of Goods as Light Goods Vehicles will not park in restricted zones for any period of time. Should either location be inaccessible due to poor access or parking restrictions additional charges may be applied.

Holding Goods - Customers' Goods still in the possession of Palletline 5 days after the scheduled date for delivery will be liable to pay for storage and handling charges. Customers will be charged a £5.00 handling fee plus a charge of £1.00 per pallet per day for storage, payable before Goods will be released.

Additional charges - Any additional charges that may arise due to circumstances outside the control of Palletline Online or its delivery agents will be charged to the online Customer. As circumstances arise the Customer will be advised first by phone and then by email that we have been unable to fulfill our part of the contract.

In the case of a collection the Customer will be advised if they would like to rearrange the collection. If the answer is yes, then an additional job will be placed in their shopping basket and only once that has been paid will the collection be made. If the answer is no then the Customer will be refunded their payment less the cost of the wasted journey. In the case of a delivery failing, the Customer will be given the option to redeliver or to return to sender. If the redelivery option is taken a job will be placed in their shopping basket and only when this is paid will the consignment be delivered. If return to sender is chosen then the Goods will be returned to the pickup location at a cost that will be similar to the sending cost, subject to the service level chosen.

NOTE: If the redelivery or recollection takes place between 09:00 hrs and 17:00 hrs on a standard delivery vehicle then the additional cost will be as the wasted journey tariff. If special arrangements are needed then prices will be by quotation.

Collections

It is the responsibility of the Customer to ensure that the correct collection (and delivery) information is provided at the time of booking. If the Carrier makes a reasonable attempt to collect the Customer’s Goods at the collection address cited at the time of booking, but is unable to do so because there is inadequate access, or no person available at the address, or incorrect collection information was provided by the Customer, then an additional surcharge will be levied at the prevailing local delivery charge for the Consignment.

Deliveries

It is the responsibility of the Customer to ensure that the correct delivery (and collection) information is provided at the time of booking. If the Carrier makes a reasonable attempt to deliver the Customer’s Goods at the delivery address cited at the time of booking, but is unable to do because there is inadequate access, or no person available at the address, or incorrect delivery information was provided by the Customer, then an additional surcharge will be levied at the prevailing local delivery charge for the Consignment.

In the interests of security, it is the responsibility of the Customer to ensure that an authorised person is available at the delivery address to accept and sign for the Consignment.

The Carrier will be responsible for delivering to within three metres of the rear of the vehicle.

The Carrier’s charges for provision of the Services shall become due on confirmation of booking, at which time a consignment note is produced under the contract. All charges shall be payable by the Customer without prejudice to Carrier’s rights against the Customer or any other person.

The Customer agrees that they are not entitled to defer or withhold payment of any charges for the provision of the Services incurred by the Carrier by reason of having any claim or counterclaim or any alleged claim or counterclaim and the Customer shall not under any circumstances be entitled to any rights of set off or reduction in relation thereto.

The absence of any discrepancy in a signed delivery/consignment note shall not entitle the Customer to defer or withhold payment of any monies or liabilities incurred to the Carrier.

The absence of any discrepancy in a signed delivery/consignment note shall not entitle the Customer to any automatic refunding of any monies paid by the Customer in relation to the Service.

The Carrier shall have a first specific lien on all of the Customer’s Goods for all of the Customer’s charges referred to in these conditions.

The Carrier reserves the right to vary any of the charges by giving notice during the online transaction process. By making payment using the Company’s website and the Sage Pay facility, the Customer accepts the Carrier’s prices.

Delays to or losses of Goods may occur if the Customer does not provide correct and/or matching collection or delivery names, addresses or postcodes during the online transaction process. The Carrier accepts no responsibility for any disruption caused to the Services as a result of such.

Packaging and Labelling

The Customer warrants that the consignment has been packaged so as to ensure at all times safe transportation and handling and the mitigation of any harm to other pallets, persons or to the environment. All Goods must be presented for collection as shrink wrapped pallets.

Suitable packaging is very important and insurance cover for non-compliant items will, in all cases, be rendered null and void.

The Customer warrants that each pallet is labelled clearly and must provide the Carrier's collection driver with a copy of the order confirmation, obtained from the Palletline Online website.

The Customer will make the appropriate Goods readily identifiable and available for collection at the place and between the times stated at the time of the Service booking.

Dangerous Goods (RHA Conditions of Carriage Current Edition para 3 also applies)

The Customer shall not cause the Carrier to carry cash, currency, money orders, bonds, uncancelled postage or revenue stamps, travellers cheques, vouchers, jewellery, precious stones and/or other valuables, framed items, memorabilia, antiques, furs or other valuables, livestock, fire arms, narcotics, works of art, precious metals, perishable Goods, proscribed or dangerous items, pornographic, obscene, racist or libellous items, material designed to incite hatred, prohibited publications of all kinds and all items where possession or transportation by road, land or sea is prohibited by law.

The Customer shall not cause the Carrier to carry any materials generally considered hazardous by virtue of their volatility, explosivity or the potential to cause harm to other consignments, property, human health or the environment.

The Customer shall indemnify and keep indemnified the Carrier against all costs, losses, damages, expenses, liabilities, direct, indirect or consequential loss (all three of which terms include pure economic loss, loss of profits, loss of business, depletion of goodwill, and like loss) damages, claims, demands, proceeding or legal costs and judgements whatsoever arising out of the carriage or delivery of any dangerous Goods (whether declared as such or not and whether or not arising out of the noncompliance by the Customer with these conditions).

The Carrier may at any time at the Customer's sole risk and expense return the whole or part of any Goods believed by the Carrier to be dangerous or destroy or otherwise dispose of the whole or part thereof if the Carrier considers it necessary or advisable to do so.

Limitation of Liability (RHA Conditions of Carriage paras 9, 10, 11,12 also apply)

The Carrier cannot be held responsible for any omission on the Customer's part in failing to purchase adequate insurance for their Goods.

These Terms and Conditions do not exclude the Company's liability (if any) to the Customer for:

  • personal injury or death resulting from its negligence;
  • fraud;
  • any matter which it would be illegal for the Company to exclude or to attempt to exclude its liability.

The Company is only liable to the Customer for losses which the Customer suffers as a result of a breach of these Terms and Conditions by the Company. The Company is not responsible to the Customer for any losses which the Customer may incur which were not a foreseeable consequence of the Company breaching these Terms and Conditions, for example if the Customer and the Company could not have contemplated those losses before or when entering into a contract.

The Company's liability to you shall not in any circumstances include any of the following types of losses (whether those losses arise directly in the normal course of business or otherwise):

  • pure economic loss, loss of profits, loss of business, loss of revenue, loss of contract, loss or depletion of goodwill and/or business opportunity, loss of anticipated earnings or savings or like loss;
  • wasted management, operational or other time;
  • loss or damage arising out of any failure by you to keep full and up to date security copies of any computer program and data held or used by you or on your behalf;
  • or any special, indirect or consequential losses

even if such losses are foreseeable and/or the Company has been advised of or are aware (or reasonably should have been aware) of the possibility of the Customer incurring or suffering such losses.

No liability shall be accepted unless the Customer notifies the Carrier in writing quoting the consignment number of an impending claim in accordance with the time limits for claims (para 13 RHA Conditions of Carriage) AND the Company receives all supporting documentation from the Customer within fourteen days of notification of an impending claim.

The Carrier's liability is limited and time limits for claims are as specified in RHA Conditions of Carriage.

Cancellations

If the Customer is a consumer (i.e. the Customer is not purchasing either wholly or in part for its business or is not a business) then the Customer has the right, in addition to its other rights, to cancel the contract and receive a refund from the Company prior to the Company performing the Services. The Customer must inform the Company in writing if it wishes to cancel within seven working days, starting on the day after the date the Company accepts the Service booking (cooling-off period). Cancellation requests should be made in writing and must include the Customer's full name, collection and delivery addresses and consignment number. This request should be emailed to online@palletline.com.

The following applies to consumers only after the cooling-off period referred to above:-

If the Service is cancelled no later than 5pm on the day before the date the collection is booked, then a cancellation fee is payable based on 10% of the total service cost.

If the Service is cancelled on the day of collection, then a cancellation fee is payable based on 50% of the total service cost.

A Cancellation request should be emailed to online@palletline.com quoting the consignment number in the 'subject' field.

Refunds and Chargebacks

Refund requests should be made in writing to the Accounts Team and include the Customer's full name, collection and delivery addresses and consignment number. This request should be emailed to accounts@palletline.com or posted to the Company's Accounts Team.

Refunds will not be given for late collections, late deliveries or consequential loss or as any form of compensation.

If a collection attempt is made, then no refund can be made. If there is no one available at the Collection point, then the collection can be rearranged but the service will not be refunded and an additional collection service charge will be payable. The Customer must contact the Carrier within 24 hours of the expected time of collection to arrange a new collection time.

Any chargeback that is issued against the Company on the grounds of late collection, late delivery or any form of consequential loss will be automatically disputed. The Company will provide the other parties involved in the chargeback process with formal and legal documentation including proof of collections and/or deliveries and relevant Company invoices to demonstrate that the service had been booked and/or that the Goods were handled.

The Company will advise the Customer by email that the chargeback is disputed and if the chargeback is accepted, this is a legally binding and formal accusation and the Company will seek legal representation as a breach of the Company's Terms and Conditions.

All Refunds and Claims documentation should be sent to the Company's Accounts Team at Palletline Online Accounts Team, Palletline Plc, The Palletline Centre, Starley Way, Birmingham. B37 7HB. Email accounts@palletline.com, quoting the consignment number in the 'subject' field.

Privacy

Information provided by the Customer through the Palletline Online website is sent to the Company for processing. All personal payment card verification details are handled by Sage Pay and Streamline Merchant Services and are never provided to the Carrier. Sage Pay and Streamline undertake to keep the Customer's details secure and private.

Law and Jurisdiction

These conditions and any act or contract to which they shall apply shall be governed by English law and subject to the jurisdiction of the English courts (or if the Customer is a consumer, in the local applicable UK courts at the Customer's discretion).

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Palletline London Ltd
Unit 25 Perivale Park
Horsenden Lane South
Perivale
UB6 7RJ
Contact
t+44 (0) 20-8810-8285
f+44 (0) 20-8998-6418

elondonsales@palletline.london
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