1. Temperature Responsibility

Arctic Couriers will transport all consignments in line with the agreed service type (chilled, ambient, or heated). Once a delivery has been completed and signed for by the consignee, or left at an agreed safe location, responsibility for the ongoing condition, storage, or temperature of the goods passes to the customer. Arctic Couriers cannot be held liable for deterioration or damage arising from storage conditions after the point of delivery.

2. Cancellation Fees

Should a confirmed booking be cancelled less than 24 hours before the agreed collection time, a cancellation charge of 25% of the quoted job value will apply. This fee is intended to cover resource planning, administrative costs, and potential lost revenue from declined work.

3. Waiting Time Charges

Our standard service includes a waiting allowance of up to 20 minutes at both collection and delivery addresses. Any time exceeding this allowance will be subject to a waiting charge of £5 per 15 minutes or part thereof, billed directly to the customer. These charges ensure fair allocation of driver time and scheduling efficiency.

4. Access & Delivery Requirements

Customers are required to ensure that collection and delivery locations are safe, accessible, and suitable for our vehicles. Where additional time, equipment, or alternative arrangements are required due to access issues (for example: pedestrianised zones, height restrictions, or absence of unloading facilities), Arctic Couriers reserves the right to apply additional charges.

5. Proof of Delivery (POD)

Where possible, deliveries will be signed for by a recipient at the delivery point. In the event that no authorised person is available, goods may, at the customer’s request, be left in a designated safe place. In such instances, the customer accepts full liability for the goods from the time of delivery. Electronic PODs may be provided upon request.

6. Payment Terms

Unless otherwise agreed in writing, payment terms are strictly [14/30] days from invoice date. In the event of late payment, Arctic Couriers reserves the right to charge interest, late payment fees, and any associated collection costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

7. Liability for Goods

While in transit, consignments are covered by Arctic Couriers’ Goods in Transit insurance up to £X per load. Any claims for loss or damage must be submitted in writing within 48 hours of delivery and supported by appropriate evidence. Arctic Couriers’ liability shall in no case exceed the insured value or the value of the goods, whichever is lower.

8. Force Majeure

Arctic Couriers shall not be held responsible for any delay, loss, or failure to deliver arising from circumstances beyond our reasonable control, including but not limited to severe weather, traffic incidents, vehicle breakdowns, industrial action, acts of terrorism, or compliance with legal obligations.

9. Customer Responsibility for Information

The customer is responsible for ensuring all collection and delivery information supplied is accurate and complete, including postcodes, contact names, and special requirements (such as temperature or handling instructions). Arctic Couriers accepts no liability for delays, additional costs, or failed deliveries caused by incorrect or incomplete information.

10. Right to Refuse Service

Arctic Couriers reserves the right to refuse or withdraw from any delivery request which, in our professional judgement, may be unsafe, unlawful, unsuitable for transport, or outside the operational scope of our fleet. This includes, but is not limited to, hazardous goods, unsecured loads, or consignments exceeding weight or dimension limits.