This article outlines our policy on additional charges and damaged goods.
Please note: This article is for informational purposes only. TEG does not intervene in disputes over additional charges or damaged goods. Any unresolved issues must be settled between members, and if necessary, through the small claims court.
Additional charges
You may encounter unexpected delays during a booking. This might include, for example, waiting times at a pickup or drop-off point, loading/unloading delays, or cancellations. These are situations you can't control.
You do, however, have control over charges you expect to incur during a booking. We encourage our members to take the following into account before quoting on loads:
- Tolls
- Ferries
- London congestion charge
- ULEZ charge (Ultra Low Emission Zone)
- CAZ (Clean Air Zones)
- Parking
Where applicable, you may wish to add these costs to your invoice.
Unforeseen circumstances and/or delays
If you experience delays at pickup or drop-off, please notify the load poster as soon as possible.
As a professional courtesy, we recommend not applying additional charges for the first 30 minutes of waiting time.
Any agreement regarding additional charges must be confirmed in writing – either in the load notes, via email, or by text message.
Cancellations
Cancellation charges should not be applied if the cancellation occurs within a reasonable timeframe after booking confirmation or if the pickup is scheduled for a future date.
We encourage members to reach an amicable agreement in the event of a cancellation.
As with other charges, any cancellation fee must be agreed in writing – either in the load notes, via email, or by text.
Damaged goods
All members transporting loads via the platform must hold valid Goods in Transit insurance with a minimum cover of £5,000.
If goods are damaged in transit, both parties must exchange insurance details. Claims should be made directly through the relevant insurance providers.
Please note: We may revise this policy at any time by amending this page. You are expected to check this page from time to time to acknowledge such changes, as they are legally binding. Some of the provisions contained in this policy may also be superseded by provisions or notices published elsewhere on our platform.