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Service Level and Refund Policy for Adhoc Internet Bookings

Service Level for ad-hoc internet bookings; account clients may be subject to locally agreed service levels that differ from this policy – please speak with your account manager for clarification.

We work really hard at Exceed to ensure that all our of clients receive the very highest levels of service; our intention is your complete satisfaction with our sameday courier and dedicated parcel delivery services.

Our couriers are the very best in the business, however we are not super-human and therefore unable to break the national speed limit or fly to the delivery destination. We do however guarantee to expedite your delivery by road in the shortest possible time. Please remember our couriers receive no special treatment and are subject to the same delays and road closures that we all hate from time to time. We will do our best to deliver your items as quickly as possible in all weather 24/7, 365 days a year. We also retain the right to choose the most appropriate method of carriage to ensure that your delivery schedules are adhered to.

Unlike many sameday couriers and dedicated carriers, our default delivery services are classed as “Timed Premium”. This service provides a ‘Dedicated Vehicle and Driver’ to collect your goods. Our controllers will allocate the nearest courier and divert them immediately to the collection point. This service guarantees delivery will go direct by road with a single courier (premium times) direct from door-to-door WITHOUT any stops or diversions. We do not charge extra for this extremely high service level; preferring to impress and generate repeat, happy customers.

Unless you have specified a timed collection, we aim to collect your goods within 60 minutes from receiving your online order. (peak traffic times are excluded, and pickup may take longer than 60 minutes (or much less!). All deliveries are distance & time permitting) There is no refund for late collection though we will keep you fully informed of any delays. Similarly; additional charges may be incurred if we are required to wait at your request or for tolls or ferries that cannot reasonably (for technical reasons) be costed into the initial quotation.

Occasionally things don’t go exactly to plan and so we feel the very best way to ensure that clients are 100% pleased with our service is to be clear about what we will (and won’t) do…………….

We may refuse to accept a consignment for delivery, or any part of it. We may also inspect a consignment, for example, to check for dangerous goods.

It is important that you select the appropriate size of vehicle to make your courier delivery; too large and you will incur unnecessary costs, too small and your goods may not fit. Please feel free to ring the office and discuss your exact requirements. If you order a vehicle that is found to be small on arrival at the collection point this will be deemed a situation out of our control; the cancellation and refund procedure as below shall apply.

Where we are required to sign to acknowledge collection of your consignment, then that signature will not be regarded as evidence of the condition of the goods. If we are kept waiting or loading longer than 15 minutes at either the collection address or delivery address, we may charge you an additional amount, this being our standard hourly rate of the vehicle in question.

We will make one attempt to deliver your consignment, but if we cannot do so, we will have the option to either make a second attempt, or deliver to an alternative address provided by you, or return the consignment to you (see cancellations below). Either of these alternatives will be at your cost, but we will contact you first to agree the best option. If we still cannot deliver your consignment we will contact you again for further instructions.

We will take all reasonable steps to obtain a proof of delivery at the time of delivery, and that proof of delivery will be conclusive evidence that the consignment was delivered complete and in good order, unless the consignee marks otherwise at the time of delivery. We will not be liable for any loss or mis delivery where delivery has been made in good faith to a person claiming to be the consignee, or an employee, subcontractor or agent of the consignee.

The proof of delivery may be either in electronic format or hard copy paper format. We will only retain original hard copy proofs of delivery obtained by us and/or any other associated documentation relating to deliveries for a minimum period of six months from the date of collection. After that we may destroy these items without any reference or obligation to you.

There are certain items we cannot accept liability for on any of our services. These include cash, notes, money orders, vouchers, credit cards, stamps, deeds, passports, tickets, traveller’s cheques, jewellery, precious stones, watches, precious metals, works of art, antiques, china, glass, living creatures and any other similar valuable articles.

We will not be liable for any loss or damage to any consignment that cannot be carried within lockable equipment normally provided on the vehicle you order from us. For example, if you order a motorcycle to make a delivery and your consignment is too big to fit in its carrying equipment, we may be able to carry it (providing it is safe to do so) but will not be liable for any loss or damage to that consignment.

We will not be liable for any consequential or economic loss or damage suffered by you or any third party. Our liability is strictly limited to the cost of replacement of, or repair to, the goods sent in the consignment, subject to limits and conditions given below.

We will not be liable for any loss or damage to the consignment, or any delay or mis -delivery if the cause was any of the following: –

a) War, terrorism, riot, strike, lockout or any similar action.

b) Natural disasters (e.g. floods), poor or extreme weather conditions.

c) The consignment being seized or detained by any public authority.

d) Incorrect or insufficient address given on the consignment note or manifest. This includes any omission or ambiguity of information provided by you.

e) Incorrect or insufficient packaging of the consignment.

f) Natural wastage of a perishable or fragile consignment.

g) Traffic congestion or delay.

h) Any other event reasonable beyond our control.

You will notify us at the time of Booking of the value of the Consignment. Our total aggregate liability to a you in respect of a Consignment shall be as set out in the tables within our Terms and Conditions of Business. We will provide a higher limit on its liability for Consignments which relate to Consignments of value where you notify us of those values and you pay the additional fees as set out in the tables. We acknowledge and agree that our maximum liability in respect of each Consignment will also depend on whether you have an Account with us.

If we are to consider any claim for non-delivery, late delivery, or loss or damage to the consignment, you must notify us in writing within 7 days of delivery for any shortage or damage, and within 14 days for any loss. We will be entitled to ask you for written evidence to establish the value of the loss or damage (for example, a copy invoice from supplier). We may also ask you to obtain an estimate for repair if appropriate.

If you wish to cancel a booking placed with Exceed Couriers you must contact us on 033 022 10519 at the earliest opportunity. You may email us on operations@exceedcouriers.co.uk but you must also telephone to ensure that your message has been received.

In the event of cancellation of any Booking for a Consignment by you; you shall be liable to Exceed Couriers in full for the carriage of the Consignment. This shall apply only to cancelled Bookings where the Carrier has collected the Consignment in question.

Where you cancel a Booking after the Carrier has departed to collect the Consignment (but before collection has taken place), we may charge a reasonable fee for time and effort incurred in connection with that Booking, up to the full value of the charges specified.

This Service Level Policy is intended as an addendum, or quick guidance,  and does not amend, adapt or otherwise change, or provide a derogation from our full Terms and Conditions of Business which should be read in conjunction with this information.