Terms of Business

1. About FreightGO and these terms

1.1 FreightGO is the trading name of FreightGo Limited, registered in England and Wales under company number 13296400.

Registered office: 73 Ripley Grove, Portsmouth, Hampshire, PO3 6NH

VAT registration number: GB376064777

Email: sales@freightgo.co.uk

Telephone: 07475 590158

Website: https://freightgo.co.uk

1.2 “We”, “us” and “our” mean FreightGo Limited. “You” means the customer identified in our quotation or booking confirmation. “Goods” means the items accepted for transport.

1.3 These terms apply to bookings made directly with us, including bookings arranged through our website, email, telephone or quotation system.

1.4 Your contract comprises these terms, the accepted quotation and our written booking confirmation. Any agreed variation must be clearly recorded in writing. We will not introduce materially different terms in a booking confirmation without obtaining your agreement.

1.5 A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Provisions identified as applying only to business customers do not apply to consumers.

2. Our services

2.1 We provide or arrange dedicated courier and transport services. Vehicle options may include small, SWB, MWB, LWB, XLWB and Luton vans, and 7.5-tonne, 18-tonne and articulated vehicles, subject to suitability and availability.

2.2 The quotation will identify the agreed service, vehicle requirements, route, goods, collection date and any additional services.

2.3 Website vehicle dimensions and payloads are guides. The vehicle allocated must be suitable for the confirmed load and legal weight limits.

2.4 Packing, dismantling, assembly, storage, temperature-controlled transport, specialist handling, lifting equipment and additional personnel are not included unless expressly agreed.

2.5 Removals, specialist goods and other services requiring additional arrangements will be accepted only after we have confirmed operational suitability and the relevant insurance arrangements.

2.6 Where a parcel or pallet-network service has additional service conditions, we will identify and provide them before you commit. We will explain any material differences, including delivery arrangements and applicable liability provisions.

3. Estimates, quotations and booking confirmation

3.1 Website calculator prices are indicative estimates, not confirmed quotations or guaranteed vehicle reservations.

3.2 A formal quotation is based on the information you provide and remains subject to vehicle availability. It will specify its expiry date and time. If no expiry is stated, it is valid for seven calendar days from issue, subject to availability.

3.3 Accepting a quotation constitutes a booking request. An automated enquiry acknowledgement, quotation acceptance or invoice does not itself confirm vehicle allocation.

3.4 A binding contract is formed when we issue written booking confirmation after:

• You have accepted the quotation and applicable terms.
• We have confirmed availability and the necessary job details.
• Any required advance payment has been received, or written credit terms have been agreed.

3.5 Booking confirmation will identify the booking reference, agreed service, collection arrangements, price and payment position.

3.6 If payment has been collected but we cannot confirm the booking, we will notify you and refund the payment without a cancellation charge.

3.7 Changes to the goods, route, date, vehicle, access or services may require a revised quotation. Material changes must be agreed before the revised service proceeds.

4. Prices, payment and refunds

4.1 The quotation will show the transport price, applicable VAT and total payable. Consumer-facing totals will include applicable VAT and unavoidable charges that can reasonably be calculated in advance.

4.2 New customers normally pay in full before collection. Payment must reach us by the deadline on the invoice or booking confirmation. Where different deadlines appear, we will clarify the applicable deadline before requiring payment.

4.3 Approved business customers may receive credit terms expressly agreed in writing. No credit arrangement arises solely because a quotation has been accepted or previous work has been completed.

4.4 We may withhold collection where required payment has not been received. We will contact you where reasonably practicable. If non-payment results in cancellation of a confirmed booking, any charge will be assessed under section 9.

4.5 Waiting time, additional stops, return journeys, parking, tolls and other additional services will be identified in the quotation where known. We will explain the basis of any contingent charges before booking and obtain agreement to additional work where reasonably possible.

4.6 We will not charge twice for the same time, service or loss.

4.7 Refunds will normally be made to the original payment method unless another method is agreed. We will provide an explanation of any deduction and process refunds promptly and within any applicable legal deadline. Payment-provider processing time may affect when funds appear.

4.8 Raising a genuine billing dispute will not itself be treated as acceptance of the disputed charge. Please identify the booking and disputed amount so we can investigate.

5. Customer responsibilities and goods accepted

5.1 You must provide accurate and complete:

• Collection and delivery addresses and contact details.
• Descriptions, quantities, dimensions and weights of the goods.
• Declared values and information about fragile or valuable items.
• Packaging, loading and handling requirements.
• Access restrictions, stairs, parking limitations and site requirements.
• Required collection or delivery times and special instructions.

5.2 You must be entitled to arrange transport of the goods and provide any documents reasonably needed for lawful collection and delivery.

5.3 Unless packing is included in the quotation, goods must be securely and adequately packed, labelled and suitable for the agreed transport method. Stackability and orientation restrictions must be disclosed.

5.4 Tell us promptly about changes affecting vehicle suitability, safety, access, cost or timing. We will not overload a vehicle or undertake unsafe handling.

5.5 Illegal goods are not accepted. Hazardous or restricted goods, alcohol, perishables, temperature-sensitive items, fragile goods, high-value goods, artwork, cash, valuables and specialist items require disclosure and express written agreement before booking. Disclosure alone does not mean we have accepted them.

5.6 Where specialist transport or additional cover is needed, we will explain the arrangements and any additional price before accepting the work. We may decline a load we cannot safely or appropriately carry.

5.7 Customer responsibilities do not remove our obligation to exercise reasonable care and skill. Any assessment of liability will consider what actually caused the loss or damage.

6. Collection, delivery and access

6.1 Goods must be ready at the agreed location, with suitable access and any agreed loading assistance available.

6.2 Driver assistance, tail-lifts, forklifts, loading equipment and additional staff are included only where specified. The driver may refuse unsafe access or handling and will contact us to discuss an appropriate alternative.

6.3 Collection and delivery windows will be stated in the booking confirmation. A time described as an estimate is not a guaranteed deadline. Any essential deadline must be identified and expressly agreed before booking.

6.4 We will use reasonable care and skill to meet the agreed arrangements and inform you of material delays as soon as reasonably practicable.

6.5 If disruption affects the service, we will take reasonable steps to reduce its impact and discuss available alternatives. This does not automatically remove our responsibility or your legal remedies.

6.6 Delivery will be made to the agreed recipient or an appropriately authorised person. Goods will not be left unattended at an alternative location unless suitable instructions have been agreed.

7. Waiting time

7.1 Unless a different arrangement is expressly agreed in your quotation, the following allowances apply to mileage-based dedicated transport, per vehicle and separately at each location:

At 20% VAT, the additional charges are £9.00 and £15.00 respectively per started 15-minute period.

7.2 The allowance covers loading or unloading and associated waiting. Time starts when the vehicle is at the correct agreed location, within the agreed arrival arrangements, ready and available for the operation, and arrival has been communicated to the relevant contact.

7.3 Early arrival does not start the allowance before the agreed time unless you agree to begin early.

7.4 Additional waiting is chargeable only to the extent caused by circumstances within your responsibility or those of the collection or delivery parties you arrange, such as goods not being ready, unavailable staff or failure to provide agreed access or equipment.

7.5 Waiting caused by our driver, vehicle breakdown, our errors, or a failure by us or our subcontractor to provide agreed equipment or assistance is not chargeable. Delay outside the customer’s responsibility is not automatically treated as chargeable waiting.

7.6 Collection and delivery allowances are calculated separately and cannot be combined. We will record relevant arrival, readiness and completion times and explain any charge. We will try to contact you before the allowance expires.

7.7 For example, a van spending 40 minutes at collection and 20 minutes at delivery incurs one additional 15-minute block at collection only.

7.8 Waiting within prepaid hourly, half-day or full-day booked time is already included. We will not add the mileage-based waiting charge for that same time. Any extension beyond the booked period must follow the overtime arrangement stated in your quotation or a further agreement.

7.9 Allowances for additional stops, parcel-network services and pallet-network services will be stated in the applicable quotation rather than assumed from this table.

8. Changes, unsuccessful collections and deliveries

8.1 Contact us promptly if goods are not ready, an address is incorrect, access is unavailable or a recipient cannot accept delivery.

8.2 We will make reasonable attempts to contact the relevant parties and agree whether to wait, rearrange, return the goods or make another delivery attempt.

8.3 Redelivery, return journeys, additional mileage and other extra services are not automatically included. We will explain the proposed charges and obtain agreement where reasonably possible.

8.4 Charges must be reasonable, proportionate and attributable to the circumstances. If immediate action is necessary to protect goods or safety and you cannot be contacted, we will take reasonable steps and explain the action and associated costs promptly.

8.5 We will not impose arbitrary additional fees or charge you for a failed collection or delivery caused by our own breach or that of a subcontractor performing our booking.

8.6 If an unsuccessful collection is treated as cancellation, section 9 applies. Waiting, cancellation and other charges will not duplicate the same cost or loss.

8.7 We do not acquire a general right under these terms to abandon, sell or dispose of your goods.

9. Cancellation and rescheduling

9.1 You may cancel by emailing sales@freightgo.co.uk, quoting your booking reference and clearly stating that you wish to cancel. Telephone cancellation is also accepted where communicated to a member of our team; email confirmation is recommended for your records.

9.2 An email cancellation is treated as received when it reaches our designated email system, not when we read it. We will acknowledge it promptly. If you receive a delivery-failure notice, please use another contact method.

9.3 Notice is measured in elapsed hours before the agreed collection time, using UK local time. For a collection window, the start of that window is used. Our own delay does not shorten the notice you gave.

9.4 For a confirmed booking cancelled by you, the following maximum ceilings apply:

Percentages refer to the agreed transport price for the cancelled service. Any applicable VAT treatment will be shown on the cancellation calculation.

9.5 These are maximum ceilings, not automatic charges or minimum fees. The actual charge will be no greater than our reasonable, demonstrable losses attributable to cancellation, after deducting costs saved and replacement work secured. We will take reasonable steps to reduce losses and provide an explanation on request.

9.6 Vehicle dispatch does not create a separate additional cancellation fee. If a vehicle has already been dispatched, reasonable committed costs and losses are assessed within the applicable time-band ceiling and never above the agreed transport price. Dispatch cannot be used to override free cancellation at least 48 hours beforehand.

9.7 Advance payments will be credited against any justified charge. Any excess will be refunded under section 4. We will not recover the same loss twice.

9.8 There is no cancellation charge for withdrawing an unconfirmed booking request.

9.9 Rescheduling is subject to availability. We will explain any revised price and unavoidable losses before you agree to the change. If rescheduling results in cancellation, we will not impose overlapping charges for the same loss.

9.10 These charges do not apply where you exercise a legal right to cancel without charge, including where our breach entitles you to do so.

9.11 If we cannot fulfil a confirmed booking, we will promptly discuss an alternative. You do not have to accept a materially different service. If we cancel and no alternative is agreed, payments for the unprovided service will be refunded. A refund does not remove any other remedy available to you by law.

10. Consumer cancellation rights

10.1 Your statutory rights are separate from the contractual cancellation arrangements above.

10.2 A contract for transport of goods providing for a specific date or period of performance is generally excluded from the statutory 14-day cancellation right under regulation 28(1)(h) of the Consumer Contracts Regulations 2013. We will identify where this applies before you book. It does not remove your rights concerning a service that is not performed properly.

10.3 Where a statutory cancellation right does apply, you may normally cancel within 14 days after the contract is made without giving a reason. We will provide the applicable cancellation information and model cancellation form before the contract is concluded.

10.4 You may notify us by any clear statement, including email. You do not have to use a particular form.

10.5 Where you ask us to start a service within an applicable statutory cancellation period, we will obtain the necessary express request. If you then cancel, any lawful charge will be limited to the service properly supplied, proportionate to the agreed price and subject to the required information having been provided.

10.6 Where applicable, the statutory cancellation right is lost after full performance only if the required consent and acknowledgement were obtained. We will not apply the percentage schedule to override statutory rights.

11. Subcontracted services

11.1 We may use suitable subcontractors to perform all or part of the agreed service.

11.2 Where you contract with FreightGo Limited for transport, we remain your contractual point of contact and responsible for performance of our obligations. Using a subcontractor does not, by itself, remove our responsibility to you.

11.3 We will confirm relevant operational and insurance arrangements before entrusting the goods to a subcontractor. Subcontractors do not automatically benefit from FreightGO’s insurance.

11.4 We will share the information reasonably necessary to fulfil the booking, including addresses, delivery contacts and handling instructions.

11.5 If we propose an arrangement in which we act only as an agent and you contract directly with another carrier, we will explain that arrangement, the carrier’s identity, charges and applicable conditions before you agree. We will not retrospectively reclassify your booking as an agency arrangement.

12. Insurance and liability

12.1 FreightGo Limited maintains goods-in-transit insurance with a stated cover limit of £50,000, subject to the applicable policy conditions, exclusions, limits and the suitability of the particular service.

12.2 This does not mean that every consignment is automatically insured for £50,000, that every type of loss is covered, or that £50,000 is automatically our contractual liability limit.

12.3 You must disclose the nature and value of the goods before booking. High-value, fragile, alcoholic, restricted, temperature-sensitive and specialist goods require review. Any additional insurance or handling arrangement must be expressly confirmed before transport.

12.4 A declared value is information for assessing the booking; it does not itself create an agreed insurance valuation or guarantee compensation at that amount.

12.5 Our liability is determined by the contract and applicable law. An insurer’s decision to accept or decline a claim does not, by itself, determine our liability to you. Our policy excess is not automatically a deduction from compensation legally due to you.

12.6 We will perform the service with reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or restricted.

12.7 For consumers, we are responsible for loss or damage caused by our breach or failure to exercise reasonable care and skill where that loss was reasonably foreseeable when the contract was made. Your statutory rights and remedies remain available.

12.8 For business customers, liability will be assessed under applicable law and any expressly agreed, legally effective service-specific conditions. These general terms do not introduce an unverified per-kilogram or fixed monetary liability cap.

12.9 Tell us about essential delivery deadlines and foreseeable consequences of delay before booking so we can assess whether to accept the work. Disclosure alone does not constitute acceptance of a guarantee or additional liability.

12.10 Applicable mandatory transport law, including the CMR Convention where relevant, takes precedence over inconsistent contractual wording.

13. Proof of delivery

13.1 We may provide electronic proof of delivery containing the delivery reference, date, time, status, recipient name, signature where obtained, or photographs where appropriate.

13.2 The available evidence depends on the service and delivery circumstances. A signature or photograph is not guaranteed unless specifically agreed.

13.3 Delivery evidence is used to document and investigate performance. A signature or delivery status does not automatically waive a customer’s right to report concealed damage or dispute delivery.

13.4 Photographs and other delivery records should be proportionate to their purpose. We will avoid collecting unnecessary personal information and will handle records as described in section 15.

14. Complaints and claims

14.1 Report missing goods, damage, delivery disputes, billing disputes or service complaints to sales@freightgo.co.uk, including your booking reference and a description of the issue.

14.2 Please notify us as soon as reasonably practicable so that we can investigate and, where relevant, notify the carrier or insurer.

14.3 Where safe and practical, retain the goods and packaging and provide photographs, invoices or other evidence of condition and value. Do not dispose of damaged goods before discussing the claim unless required for safety or another compelling reason.

14.4 We may request information reasonably needed to investigate. We will explain the next steps and keep you informed of material developments.

14.5 These general terms do not impose an arbitrary short deadline that automatically extinguishes a claim. Any applicable statutory or service-specific time limits will be identified before booking where relevant.

14.6 We will explain our decision and any proposed remedy. If you disagree, you may request a management review or use any available legal remedy.

15. Personal information

15.1 We use personal information to respond to enquiries, prepare quotations, arrange transport, communicate with collection and delivery contacts, process payments, document deliveries, resolve disputes and meet applicable legal obligations.

15.2 Information may include contact details, addresses, booking instructions, delivery references, tracking information, recipient names, signatures and appropriate delivery photographs.

15.3 Relevant information may be shared with the carrier or subcontractor fulfilling the service, payment and booking-service providers, insurers or advisers where necessary for the relevant purpose.

15.4 We handle personal information in accordance with applicable UK data-protection law, including the UK GDPR and Data Protection Act 2018. Accepting these terms is not consent to unrelated marketing.

15.5 We retain information only for as long as reasonably needed for its purpose and applicable legal obligations. More detailed information about lawful bases, recipients, retention and individual rights will be provided in our Privacy Notice.

15.6 Contact sales@freightgo.co.uk with questions or requests about your information. You may also raise concerns with the Information Commissioner’s Office.

16. General provisions

16.1 The version supplied and accepted for your booking applies to that booking. Later website changes do not retrospectively change your contract.

16.2 Changes to a confirmed booking or its terms require agreement, except where applicable law requires otherwise.

16.3 If a provision is found unenforceable, that does not automatically invalidate the remaining provisions.

16.4 These terms are governed by the law of England and Wales. For consumers, this does not remove mandatory protections or rights to bring proceedings in courts available under the law of their place of residence. For business customers, the courts of England and Wales have jurisdiction.