Terms & Conditions of Carriage

1. About us and these terms

Too Sweet Logistics Limited (“TSL”, “we”, “us”) is registered in England and Wales under company number 17368275, registered office 3 Cherry Orchard Court, Leicester, LE2 9DN. These terms apply to our courier, same-day and next-day delivery, multi-drop, removals, furniture, vehicle-parts, pharmacy and commercial logistics services, and to jobs created through the Customer Portal and the Corporate API. By confirming a booking you accept the version of these terms shown at the time of booking.

2. Quotations and quotation validity

• Quotations are calculated from the information you give us — postcodes, service level, load type, weight, dimensions, stops and date — and from the routing distance returned by our mapping provider.
• A quotation is an estimate, not a contract, and is valid only while the details quoted remain accurate and the booked capacity remains available. A quotation is valid on the day of issue unless the quotation expressly states a different validity period.
• Quotations may be re-priced where the job presented differs materially from the job quoted (see section 11).

3. How bookings are accepted

You place a booking online, by email, by telephone, through the Customer Portal or through the Corporate API. A contract is formed only when we confirm the booking (job number issued and booking confirmation sent) or when we begin the service, whichever is earlier. We may decline any booking. Corporate API submissions are priced and accepted server-side by us; a price supplied by your system is never binding on us.

4. Your responsibilities as sender / customer

• You confirm you are the owner of the goods or are authorised by the owner to enter into carriage on these terms.
• You must give accurate and complete collection and delivery addresses, postcodes, contact names and telephone numbers, access, parking, gate, lift, permit and site induction requirements, and the required date and time window.
• You must describe the goods accurately: nature, quantity, dimensions, total weight, fragility and value.
• You must ensure someone is available to load, receive or authorise the consignment, unless an unattended delivery has been authorised under section 17.
• You are responsible for charges arising where inaccurate or incomplete information causes extra work, waiting, delay, an aborted journey or a failed collection or delivery.

5. Packaging

Unless we have expressly agreed to pack the goods, packaging is your responsibility. Goods must be packed, wrapped, palletised, secured and labelled so they withstand normal handling, loading and road transport, taking account of their nature, fragility and value. We may decline goods that are unsafe, unstable, leaking, unsuitably packed or beyond the safe capacity of the allocated vehicle, and (where practical and agreed) may repack at additional cost.

6. Fragile and high-value goods

You must tell us before booking if a consignment is fragile, delicate, temperature sensitive or of high value, so we can allocate a suitable vehicle, handling method and (where needed) additional cover. Fragile or high-value goods that were not declared, or that were not packed to a standard appropriate to their nature and value, are carried at your risk to the extent the law allows.

7. Prohibited and restricted goods

You must not present for carriage, and we do not knowingly carry:

• anything unlawful to possess, transport or supply, and stolen property;
• controlled drugs, other than lawful pharmaceutical consignments we have agreed;
• firearms, ammunition, explosives, fireworks and weapons;
• cash, bullion, negotiable instruments, precious stones and unset precious metals;
• live animals and human remains;
• counterfeit goods, and goods breaching import, export or sanctions rules;
• goods requiring a licence, permit or specialist certification we have not agreed in writing.

Other categories — including alcohol and tobacco in duty-suspended movements, medical samples, waste, perishables and temperature-controlled loads — are restricted and may only be carried where we have agreed them in writing for that job.

8. Dangerous and hazardous goods

Dangerous or hazardous goods within the meaning of ADR and UK carriage of dangerous goods legislation must not be presented unless we have expressly agreed in writing in advance and the consignment is correctly classified, packaged, labelled and documented. Where undeclared hazardous goods are discovered, we may stop the job, refuse or unload the consignment, notify the authorities where required and recover the costs, losses and penalties we incur. You indemnify us for loss, damage, injury, cleanup and penalties caused by undeclared or mis-declared dangerous goods.

9. Vehicle suitability and allocation

Vehicle type and driver allocation are at our operational discretion within the service you booked. Where you specify a vehicle size, you are responsible for the suitability of that choice for the load you present. We may substitute an equivalent or larger vehicle. Services depend on driver and vehicle availability, lawful driver hours, roadworthiness, safe loading and legal weight limits.

10. Collection and delivery windows

Collection and delivery times, estimated arrival windows and journey estimates are given in good faith and are not guaranteed unless we have expressly confirmed a guaranteed time in writing for that job. Time is not of the essence unless we have agreed in writing that it is.

11. Additional stops and changed jobs

Additional collection or delivery points, extra items, increased weight or dimensions, changed addresses, changed dates, changed access or any other material change may be re-priced. Where reasonably practicable, we confirm the revised price before continuing.

12. Delays outside our reasonable control

We are not liable for delay or non-performance caused by events outside our reasonable control, including traffic, accidents and road closures, severe weather and flooding, vehicle breakdown despite proper maintenance, fuel or supply disruption, industrial action, civil emergency, third-party site delay, act or omission of the sender or recipient, or lawful instruction by police or another authority. We will tell you as soon as we can and use reasonable efforts to complete the job.

13. Waiting time, parking, tolls and road charges

• Every job includes 15 minutes' free loading / waiting time at collection and 15 minutes' free unloading / waiting time at delivery, measured from the driver's timestamped arrival. Waiting beyond those periods is chargeable only at the rate specifically confirmed in your booking, quotation or agreed corporate rate card.
• Parking charges, permits, tolls, congestion and clean-air / low-emission zone charges, ferry fees and similar third-party costs incurred for your job are rechargeable at cost unless already included in your quotation.
• Fines or penalties caused by your instructions or by inaccurate access information are rechargeable.

14. Failed collection

A collection fails where the goods are not ready, not as described, unsafe or unsuitably packed, where nobody is present to release them, where access or parking is not available, or where the address or contact details are wrong. We always attempt contact first. The journey performed, waiting time and any re-attendance may be charged.

15. Failed delivery

A delivery fails where nobody is available to receive the goods, the recipient refuses them, access is unavailable or unsafe, or the address details are wrong and cannot be corrected. Where a delivery fails, we will contact you for instructions. Goods may be returned, held pending instructions or delivered to an alternative address you authorise, and the associated journey, waiting and storage costs may be charged.

16. Redelivery

A further attempt after a failed delivery is a new journey and is chargeable, unless the first attempt failed because of something we did. Redelivery details and price are agreed with you before we attend again. See the Cancellation & Refund Policy.

17. Unattended delivery where specifically authorised

We deliver to a person unless you have specifically authorised delivery without a recipient present — for example to a parts lockbox, secure garage drop-point or another agreed safe location. Where an unattended delivery is authorised:

• the driver may only use it where your instructions permit it for that consignment;
• the driver must have arrived at the delivery location, record the approved drop type and location, and capture at least two server-timestamped photographs (with device location where available);
• that evidence is the proof of delivery, and risk in the goods passes on that delivery;
• we are not liable for loss, theft, weather damage or interference after a delivery made in accordance with your authorisation.

Do not authorise unattended delivery for high-value, fragile, temperature-sensitive, age-restricted or otherwise unsuitable consignments.

18. Proof of delivery — electronic, photographic and signature

Proof of delivery is captured electronically in our platform and may consist of a recipient name and captured signature, timestamped photographs, arrival and completion timestamps, and device location where available. You accept electronic, photographic and signature POD as evidence of delivery. Signed-in customers can view the permitted POD evidence in the Customer Portal or retrieve it through the Corporate API; the public tracking page shows delivery status only and never exposes photographs, coordinates or personal details.

19. Subcontractors and agents

We may perform any part of the service through subcontracted carriers, agents or self-employed drivers. Where we do, these terms continue to apply between you and us, and we remain your point of contact. You authorise us to enter into carriage with a subcontractor on that subcontractor's standard terms where necessary.

20. Charges and payment terms

• Charges are as quoted or confirmed with your booking, plus any additional charges described in these terms. Prices are shown on the invoice; any VAT treatment is shown on the invoice.
• Unless we have agreed credit terms in writing, payment is due on the terms shown on the invoice. Card and wallet payments are processed by our payment provider; we do not receive or store full card numbers.
• Approved account customers pay on the credit terms stated in their account agreement. We may withdraw or reduce credit at any time.

21. Overdue payments

Where an invoice is overdue we may suspend further work, withhold goods we lawfully hold, and claim statutory interest and reasonable recovery costs on qualifying commercial debts under the Late Payment of Commercial Debts (Interest) Act 1998. We do not apply late-payment administration fees that were not stated on the invoice or in your account agreement.

22. Cancellation

Cancellation rights, stage-based charges, aborted journeys, waiting, redelivery and refunds are set out in full in our Cancellation & Refund Policy, which forms part of these terms. Consumers booking at a distance have the statutory 14-day cancellation right described there.

23. Insurance

We hold Goods in Transit insurance of £20,000 and Public & Product Liability insurance of £2,000,000. Insurance cover and contractual liability are not the same thing: the existence of a policy does not mean that every consignment is covered, that a claim will be accepted, or that we accept liability. Cover is subject to the policy terms, conditions, exclusions, excesses and limits in force, and to the goods being of an insurable type, properly declared and properly packed. If you need cover beyond our standard position, tell us before booking so it can be agreed in writing, or arrange your own goods cover.

24. Liability

• Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
• Nothing in these terms removes or reduces consumers' statutory rights, including the right under the Consumer Rights Act 2015 to services carried out with reasonable care and skill.
• Where we are liable for loss of or damage to goods, we settle on the evidenced value of the goods, or the reasonable cost of repair if lower.
• For business customers, we are not liable for indirect or consequential loss, loss of profit, loss of contract, loss of production, loss of market or wasted management time. We do not apply a fixed contractual cap on the value of a goods claim; each claim is assessed on its evidenced merits, subject to these terms and to any limit that cannot lawfully be excluded.
• We are not liable for loss or damage arising from your breach of these terms, including undeclared, mis-declared, prohibited or inadequately packed goods, or from delivery made in accordance with your own instructions.

25. Loss and damage; claims procedure

Report loss or damage as early as possible — ideally at delivery or immediately afterwards. Claims are submitted with the job number, a description of the loss or damage, photographs, evidence of value and packaging evidence, and are handled as set out in our Claims, Loss & Damage Policy, which forms part of these terms. Please retain the goods and packaging until the claim is closed. Acknowledging or investigating a claim is not an admission of liability.

26. Disputes and complaints

Contact us with your job number and what you would like us to do. We acknowledge, investigate and keep you updated in writing until the matter is resolved, escalating internally to management where we cannot agree. If a dispute remains unresolved, you keep all your legal rights.

27. Data protection

We process personal data as described in our Privacy Notice.

28. General

We may update these terms; the version accepted at booking governs that job. If any provision is found to be unenforceable, the rest continues to apply. No delay in enforcing these terms is a waiver. A person who is not a party to the contract has no rights under the Contracts (Rights of Third Parties) Act 1999.

29. Governing law and jurisdiction

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the UK in which you live.