Terms & conditions

These terms apply to all quotes, bookings and services provided by Orbisway Logistics and Transportation ("we", "us", "our"). By booking a job with us, you agree to these terms and conditions.

1. Quotes

• Quotes are based entirely on the information you provide, including locations, dates, access conditions, and the size and quantity of items.
• If the job turns out to be materially different (for example, extra items, waiting time, or restricted access), we may need to adjust the price. We will always inform you before doing so.
• Quotes remain valid for 14 days from the date of issue. After 14 days, we reserve the right to provide a revised quote based on current vehicle availability and pricing.

2. Bookings, changes and cancellations

• A booking is formally confirmed once we send a written confirmation email and a non-refundable deposit of 20% has been paid.
• If you need to cancel or reschedule your booking, you must notify us via email or phone as soon as possible. The following charges apply based on the notice given:
  • More than 48 hours' notice: no cancellation fee (any deposit paid can be transferred to a rescheduled date).
  • 24 to 48 hours' notice: a fee equal to 50% of the total job value will be charged.
  • Less than 24 hours' notice: the full job value (100%) remains payable, as staff and vehicles will have already been allocated to your job.

3. Your responsibilities

You agree to ensure the following requirements are met:

• Provide us with accurate details of the job, including full addresses, access limitations, parking restrictions, and the presence of any stairs or lifts.
• Ensure all items are properly packed, boxed, and ready at the agreed time, unless packing services are explicitly included as part of our contract.
• Ensure a responsible person is available at both the collection and delivery locations.
• Inform us in advance about any items that are fragile, unusually heavy, or of high monetary value.

4. Items we cannot carry

We do not transport illegal goods, hazardous, toxic, or flammable materials, firearms, ammunition, fireworks, live animals, cash, bonds, or perishable food items. We reserve the absolute right to refuse any item we consider unsafe, unlawful, or impractical to transport.

5. Payment

• Residential customers: full payment is due upon booking confirmation or immediately upon completion of the service, via debit card, credit card, or bank transfer.
• Business accounts: for approved commercial accounts, invoices must be paid within 30 days of the invoice date. We reserve the right to charge interest on late commercial payments under the Late Payment of Commercial Debts (Interest) Act 1998 at a rate of 8% above the Bank of England base rate, plus statutory compensation fees.

6. Liability and insurance

We take the utmost care with every single job.

• We maintain comprehensive Goods-in-Transit insurance up to £10,000 per load and Public Liability insurance up to £1,000,000.
• Our total liability for any loss or damage to your goods is strictly limited to a maximum of £50 per individual item, unless a higher valuation was declared by you and an insurance premium surcharge was agreed upon in writing prior to the job.
• Any visible damage or loss must be reported to our driver at the time of delivery and followed up in writing with photographic evidence within 48 hours.
• We are not liable for damage to items that were not packed or wrapped by us.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, or affects your statutory rights as a consumer under the Consumer Rights Act 2015.

7. Delays

We always aim to arrive on time, but we are not responsible for delays caused by events outside our reasonable control. This includes severe traffic, road closures, accidents, clean air zone or congestion restriction delays, severe weather, or sudden vehicle breakdowns. We will always keep you informed of any unexpected changes to our schedule.

8. Complaints

If something is not right, we want to fix it. Please contact us immediately on 07956 087 071 or via email at contact@orbisway.co.uk, and we will do our best to put it right.

9. Governing law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.