This article outlines our policy on additional charges and damaged goods.
Please note, this article is for information purposes only. Transport Exchange Group does not mediate additional charges and/or damaged goods disputes.
You may encounter unexpected delays during a booking. This could be anything from waiting times at a pickup or drop-off point, loading/unloading delays, or cancellations. These are scenarios you can't control.
You do, however, have control over what charges to expect during a booking. We encourage our members to take the following into account before placing quotes on loads:
- Congestion charge
- ULEZ charge (Ultra Low Emission Zone)
- CAZ (Clean Air Zones)
In these instances, you may wish to add these additional charges to your invoice.
Unforeseen circumstances and/or delays
All delays during pickup or drop-off should be communicated to the load poster. As a professional courtesy, we recommend that you do not apply any additional charges for the first 30 minutes of waiting time.
Any agreements made between the two parties for additional charges should be confirmed in writing. This should be within the load notes, or in an email or text.
Transport Exchange Group does not mediate over additional charges. Any disputes concerning additional charges will need to be resolved in small claims court.
Cancellation charges cannot be applied if the cancellation was made within a reasonable time of the booking confirmation or if the pickup is scheduled for a future date. Members should come to an amicable arrangement if cancellation does occur.
Any agreements made between the two parties for cancellation charges should be confirmed in writing. This should be within the load notes, or in an email or text.
Transport Exchange Group does not mediate over cancellation charges. Any disputes concerning cancellation charges will need to be resolved in small claims court.
Transport Exchange Group does not take any legal responsibility for damaged goods, therefore disputes cannot be raised concerning this.
Members moving loads on the platform are required to have valid Goods in Transit insurance with a minimum cover of £5000.
In the event that the goods are damaged (in transit both members must exchange their insurance policy information. Claims must then be made via insurance providers.
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