RavenRoute UK - Terms & Conditions

These Terms & Conditions outline the agreement between RavenRoute UK ("we", "us", "our") and the customer ("you", "your") when using our courier and delivery services. By booking a collection or delivery with us, you agree to the terms set out below.

1. Service Overview

Nationwide courier services including same day, next day, scheduled, and bespoke delivery solutions.
Services subject to availability depending on location, parcel type, and operational capacity.
Right to refuse items that do not meet safety, legal, or packaging requirements.

2. Booking & Payment

Bookings must be made through approved channels such as phone, email, or online systems.
Prices confirmed at the time of booking and may vary based on distance, urgency, and parcel specifications.
Payment required in full before collection unless a credit agreement exists.
Late or failed payments may result in service suspension.

3. Customer Responsibilities

Ensure parcels are correctly packaged to withstand normal handling.
Provide accurate collection and delivery information, including access instructions.
Do not send prohibited or restricted items (see Section 7).
Additional charges may apply for delays caused by incorrect information.

4. Collection & Delivery

We aim to meet agreed timeframes, though delays may occur due to traffic, weather, or operational issues.
If no one is available to receive the parcel, redelivery or return fees may apply.
Proof of delivery is recorded via signature, photo, or digital confirmation.

5. Insurance & Liability

RavenRoute UK is fully insured to protect goods against loss or damage during transit.
Claims must be submitted within 48 hours of delivery or expected delivery.
Compensation limited to the value of goods or the maximum cover stated in your agreement.
We are not liable for losses caused by improper packaging, inaccurate information, or prohibited items.

6. Cancellations & Amendments

Cancellations must be made before dispatch to avoid charges.
Once a driver is en route, cancellation fees may apply.
Changes to bookings may affect pricing and availability.

7. Prohibited & Restricted Items

You must not send items that are illegal, hazardous, dangerous, or restricted by law or insurance. Examples include:

Hazardous materials
Weapons
Illegal substances
Perishable goods
Items requiring specialist licences

Sending prohibited items voids insurance and may result in refusal of service.

8. Data Protection

We handle all customer information securely and in accordance with UK data protection laws.
Personal data is used only for service delivery, communication, and operational purposes.
We do not share your information with third parties unless required by law or essential for service fulfilment.

9. Limitation of Liability

We are not responsible for delays outside our control, including severe weather, road closures, or third-party disruptions.
We are not liable for indirect or consequential losses, such as business interruption or loss of profit.
Total liability is capped at the insured value of the goods.

10. Governing Law

These Terms & Conditions are governed by UK law, and any disputes will be handled by UK courts unless otherwise agreed in writing.

11. Updates to These Terms

We may update these Terms & Conditions periodically to reflect changes in law, operations, or service offerings. The latest version will always be available on our website.

12. Service Level Agreements (SLAs)

RavenRoute UK is committed to delivering a consistently high standard of service.

Delivery Timeframes

Same Day Delivery: completed within the same working day (subject to cut-off times).
Next Day Delivery: completed on the next working day following collection.
Scheduled Deliveries: completed within the agreed time window.

Service Availability

Operational hours: Monday to Saturday, 7am to 6pm (excluding bank holidays).
Out-of-hours services available by prior agreement.

Communication Standards

Real-time tracking for eligible services.
Status updates at key milestones.
Customer support response within 4 working hours.

Performance Targets

On-time delivery: 98%
First-attempt success: 95%
Customer satisfaction: 90%+

13. Complaints & Escalation Policy

We aim to resolve issues quickly, fairly, and transparently.

How to Make a Complaint

Submit via email to [email protected]. Please include:

Contact details
Booking reference
Description of the issue
Supporting evidence (if applicable)

Response Process

Acknowledgement: within 3 working days
Initial investigation: within 7 working days
Full resolution: within 14 working days (complex cases may take longer)