Conditions of Carriage
www.senditnow.com operates under the Parcelforce Worldwide brand, which is a trading name of Royal Mail Group Ltd
These Conditions of Carriage (UK Retail Services) govern the provision of the following Services and any others that senditnow.com may provide subject to them - express9*,express10*, expressAM*, express24* and express48*.
*Guaranteed delivery subject to these Conditions of Carriage - if there is a late delivery then the Customer will get a whole or proportionate refund of the Consignment Charges paid - see Condition 10.1.2
www.senditnow.com agrees to provide the Customer with the Services selected by the Customer, as available from time to time, for the conveyance of a single Consignment on the following Conditions.
These Conditions of Carriage (UK Retail Services) govern the provision of the following Services and any others that senditnow.com may provide subject to them - express9*,express10*, expressAM*, express24* and express48*.
*Guaranteed delivery subject to these Conditions of Carriage - if there is a late delivery then the Customer will get a whole or proportionate refund of the Consignment Charges paid - see Condition 10.1.2
www.senditnow.com agrees to provide the Customer with the Services selected by the Customer, as available from time to time, for the conveyance of a single Consignment on the following Conditions.
1. Definitions
In these Conditions the following expressions shall have the following meanings:1.1 "senditnow, senditnow.com and www.senditnow.com" means Royal Mail Group Ltd, and its appointed sub-contractors and agents.
1.2 "Customer" means the sender of a single Consignment making payment otherwise than through an account held with Senditnow.com
1.3 "Consignment" means any one Parcel (or more than one Parcel packaged as a single Consignment) sent at one time by the Customer from an address in the UK to another address in the UK.
1.4 "UK" means England, Scotland, Wales, Northern Ireland, the Isle of Man and the Isles of Scilly.
1.5 "Dangerous Goods" means those items specified as dangerous, or hazardous on senditnow.com; and those items defined as dangerous or hazardous by the regulatory bodies and by legislation, regulations and guidelines governing transport by road, rail, sea or air.
1.6 "Parcel" means a package (which includes its contents) sent under any of the services.
1.7 "Despatch" means the time when the Customer hands a Consignment to a representative or agent of senditnow.com for conveyance and delivery under the Services.
1.8 8 "Services" means express9, express10, expressAM, express24 and express48, details and specific service features of which can be found on Senditnow.com.
1.9 "Working Day" means any day other than a Saturday (save for a Saturday on which Senditnow.com has agreed to make a delivery), Sunday, Bank or Public Holiday, Good Friday, Christmas Day and any other day on which the senditnow.com network is closed.
1.10 "Antique" means an object which is over 100 years old.
1.11 "Collectable" means something that has appreciated in value either due to its scarcity or due to it being no longer in production.
1.12 "Consignment Charges" means the charges payable to senditnow.com by the Customer in accordance with Condition 8 for the carriage of a Consignment, but shall exclude any additional charge(s) payable for enhanced compensation as referred to in Condition 10.
1.13 "Excluded Goods" means those goods described as such, or described under the heading "Goods excluded from parcel delivery compensation" (or similar expressions) on Senditnow.com.
1.14 "Recipient" means the person or persons to whom a Parcel or Consignment is addressed.
1.15 "Conditions" means these Conditions of Carriage (UK Retail Services).
1.16 "Prohibited Goods" mean Dangerous Goods and all other items designated as prohibited by Senditnow.com from time to time.
1.17 "Undeliverable" means that senditnow.com has been unable to deliver a Parcel or Consignment, or in its opinion considers that the circumstances are such that it should not attempt a delivery(ies).
1.18 "Restricted Goods" means items designated as such on Senditnow.com.
2. Delivery to an address
2.1 Senditnow.com undertakes to deliver to the address specified on the Consignment, not to a Recipient.
2.2 If there is no-one present at the address then:
2.2.1 senditnow.com may at its discretion attempt to deliver the Consignment to an alternative address being either:
(i)a neighbouring address; or
(ii) a local Post Office branch, where it can be collected during the next 16 days; and
2.2.2 if the Consignment is delivered to an alternative address, a Customer Contact Card will be left at the specified address which has been completed with sufficient details to enable the Recipient to recover the Consignment; and
2.2.3 The Customer agrees that such delivery shall constitute delivery to the address specified as the delivery address on the Consignment.
2.3 Senditnow.com does not undertake to intercept a Consignment in transit before delivery has been attempted.
2.4 Senditnow.com shall not be liable in respect of any Consignment delivered to the delivery address or other address specified by the Recipient, where any person misrepresents his authority to receive a Consignment on the Recipient's or Customer's behalf; or where Senditnow.com is delivering it in accordance with instructions from, or purporting to be from the Recipient.
2.5 On delivery of a Consignment, senditnow.com will request the person who accepts delivery (not necessarily the Recipient in person) to sign an acknowledgement receipt, which may include signature by electronic means. Copies of such receipt will be available (subject to data protection requirements) for a period of six months from the date of delivery, subject to payment of charges as published by Senditnow.com from time to time.
3. Maximum sizes and weights
3.1 The size of each Parcel must not exceed 3 metres length and girth (measured around its thickest part) combined and 1.5 metres for the greatest dimension.
3.2 There is no limit to the weight of a multi-Parcel Consignment but individual Parcels must not exceed 30kg.
4. Restricted, prohibited and dangerous goods
4.1 Prohibited Goods and Restricted Goods are described on Senditnow.com.
4.2 The Customer is responsible for ascertaining if the contents of any Parcel is subject to any restrictions or specific requirements, (e.g. particular packaging) by referring in the first instance to senditnow.com and must comply with all specified requirements.
4.3 The Customer must not send any Prohibited Goods by any of the Services. If Prohibited Goods are sent by the Customer, Senditnow.com may deal with such goods as it reasonably sees fit (without incurring any liability to the Customer or Recipient) and if they have caused injury or damage the Customer may be liable to prosecution.
4.4 Senditnow.com may add or remove items from the definition of Dangerous or Prohibited Goods without notice, but will endeavour to make the details of any such additions or deletions available at Senditnow.com.
4.5 The Customer must properly pack and duly label any Parcel which is subject to requirements in accordance with senditnow.com and all legislation, regulations and guidelines governing its transportation by road, rail, sea and air.
4.6 The Customer shall be liable to senditnow.com, its sub-contractors and its agents for all loss, damage or injury arising out of the carriage of Dangerous Goods or Prohibited Goods whether declared as such or not and Restricted Goods not properly packed and duly labelled to the extent that such loss, damage or injury is caused by the nature of those goods.
5. Addressing and documentation
5.1 The Customer shall write the full postal address, including the postcode, of both the Recipient and the Customer on each Parcel and Consignment and each Consignment must be accompanied at the time of Despatch by fully completed despatch documentation (including service indicators and barcodes) as supplied by Senditnow.com for the Service used.
5.2 The Customer shall ensure that each Parcel is adequately packaged and labelled in accordance with any requirements set out on senditnow.com and the requirements of any legislation regulations and guidelines governing transportation by road, rail, sea or air.
5.3 The Customer shall retain any Customer receipts relating to the Despatch as these will be required to support any claim under Condition 11.
6. Service standards and delivery
6.1 Please note that delivery timescales for some Services are extended when delivery is to be made to an address in Zone 2.
6.2 The service standards for each of the Services are as set out from time to time in Senditnow.com and shall apply subject to these Conditions and in particular 6.3 below.
6.3 For the purposes of calculating service standards:
6.3.1 only Working Days will be counted; and
6.3.2 where senditnow.com attempts to deliver a Consignment to the address shown on the Consignment and for whatever reason delivery cannot be achieved (including unreasonable delay in acceptance at that address) then delivery shall be deemed to have taken place at the time when the Consignment is first presented to that address for delivery or when senditnow.com joins a queuing or booking in system operated at that address; and
6.3.3 where senditnow.com is directed to hold a Consignment for collection or pending further instructions then delivery shall be deemed to have taken place at the earliest time when the Consignment was made available for collection by the Recipient.
6.4 Consignments will only be delivered on Working Days.
6.5 If a Consignment is despatched other than on a Working Day, or after the latest acceptance time on a Working Day, it will be deemed to have been despatched on the next Working Day.
7. Non-delivery
7.1 The Customer or the Recipient may request an undelivered Consignment (only after delivery has first been attempted) to be returned to the Customer, delivered to the Recipient or otherwise redirected (and in the case of the Recipient's request, the Customer hereby consents to Senditnow.com performing such action) and subject to payment of such additional charges notified by senditnow.com to the person who makes the request. senditnow.com will perform such additional service on the terms and conditions set out in these Conditions or such other Senditnow.com terms which govern the additional services, if such is the case.
7.2 2 If an undelivered Consignment is held by senditnow.com and has not been claimed within 60 days, senditnow.com shall attempt to contact the Customer. If this fails senditnow.com will be entitled to deal with the Consignment as it sees fit.
7.3 If Senditnow.com is unable to agree to a request as per 7.1 above then
senditnow.com will be entitled to deal with or dispose of the Consignment as it sees fit.
8. Charges
8.1 Charges are set out on Senditnow.com.
8.2 The Customer shall pay to senditnow.com the Consignment Charges and charges for enhanced compensation required at the time of Despatch by the method specified by Senditnow.com. Other charges will be payable in the manner and timescale specified by senditnow.com from time to time.
8.3 3 All charges are expressed exclusive of VAT and if VAT is payable it will be charged for at the appropriate rate and paid by the Customer.
9. Liability for delay, loss or damage
9.1 Senditnow.com will only be liable for loss of, or damage to a Consignment if caused by its negligence (or that of persons for whom it is vicariously liable) and its liability is further limited as set out in these Conditions and in particular in this Condition 9.
9.2 Senditnow.com shall pay compensation for the actual value of the contents of the Parcel to the Customer for loss of or damage to a Consignment or delay in its delivery (if caused by its negligence or those for whom it is vicariously liable) up to the limits for the Service, as set out in Condition 10, subject always to the provisions of these Conditions. Compensation for delay is given as a refund of the whole or part of Consignment Charges.
9.3 Except as referred to in 9.1 and 9.2, Senditnow.com shall not otherwise be liable to the Customer or any other person for any loss of, or damage to, or any delay in the collection, conveyance or delivery of any Consignment(s), whatsoever and howsoever such loss, damage or delay was caused, whether from contract, breach of statutory duty, tort (including negligence) or otherwise.
9.4 Senditnow.com does not accept liability for any loss of contracts, business, profits, revenue, anticipated savings or any indirect or consequential loss or damage whatsoever or howsoever arising whether from contract, breach of statutory duty, tort, (including the negligence of Senditnow.com or its officers, employees, contractors or agents), or otherwise.
9.5 Any compensation payable for loss or damage shall be limited to the repair costs of the items damaged or, if they are lost or damaged beyond repair, their replacement cost taking account of depreciation for wear and tear at cost price and excluding VAT where applicable, or (at Senditnow.com's option) repairing or replacing the items with an equivalent item, and compensation shall not in any event, exceed Senditnow.com's stated limits compensation as set out, or referred to in Condition 10.
9.6 Senditnow.com shall not be liable to pay compensation for loss of, or damage to a Consignment:
9.6.1 due to latent or inherent defect, vice or natural deterioration of items; or
9.6.2 containing Excluded Goods; or
9.6.3 containing tickets, or tickets which are exchangeable for goods or services (including without limitation, airline tickets or tickets for any mode of transportation).
9.7 Any compensation payable under these Conditions for loss of or damage to any Collectable shall be limited to the actual price paid by the Customer as confirmed by satisfactory written or printed evidence. Such compensation will not exceed the compensation limits set out in Condition 10 for the Services selected.
9.8 Senditnow.com shall not be liable to pay any refund or compensation in respect of a Consignment containing Prohibited Goods or otherwise despatched in contravention of any provision of these Conditions. Senditnow.com shall not be liable to pay any refund or compensation in respect of a Consignment which is damaged, lost or delayed as a result of it being inadequately packaged, incorrectly addressed or accompanied by incomplete despatch documentation.
9.9 Senditnow.com shall not be liable in respect of any Consignment where any person has been fraudulent or dishonest in any way in respect of that Consignment or misrepresents his authority to receive a Consignment on the Recipient's or Customer's behalf.
10. Compensation
10.1 The following limits currently apply to compensation payable under these Services:
| Maximum inclusive cover | Maximum cover with enhanced compensation | |
|---|---|---|
| express9 | £200 | £2500 |
| express10 | £200 | £2500 |
| expressAM | £200 | £2500 |
| express24 | £100 | £2500 |
| express48 | £50 | £2450 |
Note: these are maximums per Consignment.
Certain items have specific limits as detailed on Senditnow.com.
Certain items have specific limits as detailed on Senditnow.com.
10.1.1 Compensation for actual loss up to a maximum amount set in 10.1 will be payable for loss of or damage to a Consignment sent under these Services except where the Customer has paid an additional charge for enhanced compensation, when the limit will be the amount appropriate to the level of charge paid (as advertised by Senditnow.com from time to time), subject to the overall limit.
10.1.2 in respect of late delivery (as defined in Condition 10.2) the Customer may claim a refund of the Consignment Charges paid for the Service selected as set out below, where A and B shall have the following meanings:-
A Percentage refund of the Consignment Charges paid if delivered on the appropriate day but not in accordance with the Service
B Percentage refund of the Consignment Charges paid if delivered after the appropriate day.
A Percentage refund of the Consignment Charges paid if delivered on the appropriate day but not in accordance with the Service
B Percentage refund of the Consignment Charges paid if delivered after the appropriate day.
| A | B | |
|---|---|---|
| express9 | 100% | 100% |
| express10 | 100% | 100% |
| expressAM | 100% | 100% |
| express24 | n/a | 50% |
| express48 | n/a | 25% |
10.2 "Late delivery" or "delay in delivery" (or similar expressions) means delivery which is not in accordance with the delivery times advertised for these Services from time to time by Senditnow.com, subject to the provisions of Condition 6.
11. Claims for compensation
11.1 Senditnow.com will require the Customer to substantiate a claim by providing any relevant information about the Consignment including proof of Despatch, proof of value, estimates for repair costs, cost price, invoices (excluding VAT), weight and nature of the item(s) lost or damaged, and (in the case of damage) must provide the Consignment (and in particular the damaged item) and all the packaging for inspection.
11.2 Senditnow.com may make such investigations as it deems necessary to satisfy itself of the validity of any claim.
11.3 All claims for compensation must be made on a fully completed claim form which must be received by senditnow.com within 30 (thirty) days of Despatch.
12. General
12.1 Senditnow.com may engage agents and/or sub-contractors to perform all or any part of the Services to be provided to the Customer.
12.2 Nothing in these Conditions (nor anything else) shall confer on any third party any benefit, nor the right to enforce any of these Conditions which that person would not have had but for the Contracts (Rights of Third Parties) Act 1999.
12.3 These Conditions will be governed by and construed in accordance with the law of England and Wales. Each party irrevocably agrees to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matters arising under or in connection with this agreement.
12.4 Senditnow.com shall not be liable (whether for the payment of compensation or refunds or otherwise), for failure to perform, or delay in performance of any of its obligations under these Conditions to the extent that such delay or failure results from circumstances outside its control, including without limitation any adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of public or private highway or from any industrial action whatsoever.
12.5 These Conditions and documents and information on websites referred to, constitute the entire agreement between Senditnow.com and the Customer. The Customer acknowledges that in agreeing to these Conditions it is not relying upon any representation or undertaking, whether oral or in writing save as expressly incorporated herein.
12.6 If any provision of these Conditions is found to be invalid or unenforceable, such invalidity or unenforceability shall not affect the provisions of these Conditions which shall remain in full force and effect.