Conditions of Carriage

1. Definitions

In these Conditions, unless the context otherwise requires:

"Nationload", "we", "our" or "us" means Nationload Ltd, a company incorporated in England and Wales.

"Customer" means any individual, partnership, company, public body or other legal entity requesting, purchasing or receiving Services from Nationload.

"Consumer" means a Customer who is an individual acting for purposes wholly or mainly outside that individual's trade, business, craft or profession.

"Services" means any same-day courier, transport, logistics, delivery or related services supplied by Nationload.

"Goods" means any parcel, pallet, document, package, machinery, equipment or other item accepted for transport.

"Consignment" means one or more Goods accepted under a single Booking.

"Booking" means a request for Services accepted by Nationload.

"Driver" means any individual, whether engaged as an employee, worker or self-employed contractor, who physically drives or operates a vehicle in the performance of the Services, whether engaged directly by Nationload or supplied via an Approved Subcontractor or Courier Partner.

"Approved Subcontractor" means an independent courier or transport provider engaged by Nationload to perform all or part of the Services.

"Courier Partner" means any third-party logistics provider, courier company, owner-driver or transport business (including those sourced via load-matching platforms such as Courier Exchange) engaged by Nationload to perform all or part of the Services.

"Carriage Charge" means the agreed charge payable for the Services together with any additional charges properly payable under these Conditions.

"Proof of Delivery" ("POD") means any record reasonably accepted by Nationload as evidence that delivery has taken place, including but not limited to an electronic signature, printed name, delivery photograph, GPS location, timestamp, electronic scan or written confirmation.

"Restricted Goods" means the categories of Goods identified in Clause 30.

"High Value Goods" means Goods, or a Consignment of Goods, with a total value exceeding £1,000, whether or not declared to Nationload.

"Business Day" means any day other than a Saturday, Sunday or public holiday in England.

"Working Hours" means any operating hours published by Nationload from time to time.

"Website" means https://nationload.co.uk together with any associated webpages operated by Nationload.

2. Interpretation

2.1 These Conditions shall apply to every Booking accepted by Nationload unless expressly agreed otherwise in writing.

2.2 References to legislation include any amendment, replacement or re-enactment of that legislation.

2.3 Words importing the singular include the plural and vice versa.

2.4 Headings are included for convenience only and shall not affect interpretation.

2.5 References to "including", "includes" or similar expressions mean "including without limitation."

2.6 If any provision of these Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect, subject to Clause 94.

3. Application of these Conditions

3.1 These Conditions govern every Service provided by Nationload unless a separate written agreement signed by a director of Nationload expressly states otherwise.

3.2 Any purchase order, customer terms or other document issued by the Customer shall not replace, amend or override these Conditions unless expressly agreed in writing by a director of Nationload.

3.3 Acceptance of a Booking constitutes acceptance of these Conditions. Where a Booking is made online, the Customer will be asked to confirm acceptance of these Conditions before the Booking is submitted.

4. Entire Agreement

4.1 These Conditions, together with any written quotation and Booking confirmation issued by Nationload, constitute the entire agreement between the parties.

4.2 They replace all previous discussions, negotiations, correspondence, understandings and representations relating to the Services.

4.3 The Customer confirms that it has not relied upon any representation not expressly contained within these Conditions or in a written agreement signed by Nationload.

4.4 Nothing in this Clause 4 shall exclude or limit liability for fraud or fraudulent misrepresentation, or any statutory right of a Consumer that cannot lawfully be excluded.

5. Variation

5.1 No amendment to these Conditions shall be effective unless confirmed in writing by a director or other authorised representative of Nationload.

5.2 No Driver, Approved Subcontractor, Courier Partner or customer service representative has authority to vary these Conditions on behalf of Nationload.

5.3 Failure by Nationload to enforce any provision shall not constitute a waiver of any right.

6. Customer Authority

6.1 The Customer warrants that it:

owns the Goods; or

has lawful authority from the owner to arrange their transport.

6.2 The Customer further warrants that:

all information supplied is complete and accurate;

the Goods may lawfully be transported;

the Goods comply with all applicable legislation;

the Goods are suitable for transport by road unless otherwise agreed.

6.3 The Customer agrees to indemnify Nationload against any reasonable losses, liabilities, costs, claims, penalties or expenses arising directly from any breach of this clause, except to the extent such losses, liabilities, costs, claims, penalties or expenses arise from Nationload's own negligence, breach of contract or wilful default, or would otherwise be unenforceable under applicable law.

7. Nationload is Not a Common Carrier

7.1 Nationload is not a common carrier.

7.2 Nationload reserves the absolute right to refuse to carry any Goods offered for transport, whether before or after a quotation has been issued.

7.3 Acceptance of one Booking shall not oblige Nationload to accept any future Booking or any particular class of Goods.

7.4 Nationload may refuse, suspend or terminate any Service where, in its reasonable opinion:

the Goods are prohibited or Restricted Goods for which appropriate arrangements have not been made;

the Goods are unsafe;

information supplied by the Customer is inaccurate;

carrying the Goods may expose Nationload, its Drivers or subcontractors to unreasonable legal, operational or safety risks.

8. Formation of Contract

8.1 A contract is formed only when Nationload confirms acceptance of a Booking.

8.2 Submission of:

an online enquiry;

an email;

a telephone enquiry;

or a request for quotation,

does not itself create a binding contract.

8.3 Nationload may accept or decline any Booking at its discretion.

9. Quotations

9.1 All quotations issued by Nationload are based solely upon the information provided by the Customer.

9.2 Unless expressly agreed in writing, quotations are subject to:

vehicle availability;

driver availability;

operational capacity;

road and traffic conditions;

weather conditions;

any information subsequently provided by the Customer.

9.3 Unless otherwise stated, quotations remain valid until 5:00 pm (UK time) on the Business Day they are issued.

9.4 A quotation does not constitute acceptance of a Booking and shall not create a legally binding agreement until accepted by Nationload.

9.5 Nationload reserves the right to revise or withdraw any quotation before accepting a Booking where:

incorrect information has been supplied;

operational circumstances change;

pricing errors occur;

fuel prices materially increase;

the Customer requests amendments.

10. Booking Acceptance

10.1 A Booking shall only become binding once Nationload confirms acceptance by telephone, email, SMS or any other written communication.

10.2 Nationload reserves the right to refuse any Booking without providing reasons.

10.3 Nationload may decline a Booking where:

suitable vehicles are unavailable;

appropriate Drivers are unavailable;

Goods are prohibited or Restricted Goods for which appropriate arrangements have not been made;

Goods present unreasonable risk;

payment arrangements have not been agreed;

the Customer has overdue invoices;

fraud is suspected.

10.4 Acceptance of one Booking does not oblige Nationload to accept future Bookings.

11. Customer Information

11.1 Before accepting a Booking, the Customer shall provide complete and accurate information including, where applicable: collection address; delivery address; contact names; telephone numbers; email addresses; collection time; delivery requirements; number of items; dimensions; weight; declared value; fragile status; dangerous goods declarations; special handling requirements.

11.2 Nationload may rely entirely upon the information supplied by the Customer.

11.3 Nationload shall not be liable for any delay, failed collection, failed delivery or additional costs arising from inaccurate or incomplete information supplied by the Customer.

12. Booking Amendments

12.1 The Customer may request amendments before collection.

12.2 Nationload shall use reasonable endeavours to accommodate requested amendments but cannot guarantee they will be accepted.

12.3 Where amendments increase mileage, journey time, waiting time, vehicle requirements, staffing requirements or operational costs, Nationload may revise the quotation, apply additional charges, substitute another vehicle, allocate another Driver, or decline the amendment.

12.4 Once Goods have been collected, amendments may not be possible.

13. Vehicle Selection

13.1 Vehicle selection is based entirely upon information provided by the Customer.

13.2 The Customer shall ensure the following information is accurate: dimensions; weight; quantity; loading method; unloading method; access restrictions; site requirements.

13.3 Where incorrect information results in an unsuitable vehicle being allocated, Nationload may substitute another vehicle, delay collection, revise the Carriage Charge, or cancel the Booking.

13.4 Any additional costs reasonably incurred shall be payable by the Customer.

14. Additional Goods

14.1 The Booking applies only to the Goods described when accepted.

14.2 Nationload is under no obligation to transport additional Goods presented after acceptance.

14.3 Where Nationload agrees to carry additional Goods, it may increase the Carriage Charge, substitute another vehicle, amend delivery times, or delay collection.

14.4 Nationload may refuse additional Goods where they exceed vehicle capacity, exceed legal weight limits, create safety risks, require specialist equipment, or fall within Clause 30 (Restricted Goods) or Clause 29 (Prohibited Goods) without prior agreement.

15. Customer Readiness

15.1 The Customer shall ensure all Goods are ready for collection at the agreed time.

15.2 Unless otherwise agreed, the Customer shall ensure Goods are fully packaged, labelled, accessible, that loading equipment is available where necessary, and that personnel are available to assist where required.

15.3 Failure to do so may result in waiting charges, cancellation charges, revised delivery estimates, or additional mileage charges.

16. Collection & Delivery Access

16.1 The Customer shall ensure collection and delivery locations are safe and reasonably accessible.

16.2 The Customer shall notify Nationload in advance of security procedures, booking systems, restricted access, timed access, road restrictions, bridge restrictions, height restrictions, weight restrictions, and site induction requirements.

16.3 Nationload shall not be liable for delays caused by undisclosed access restrictions.

16.4 Additional charges may apply where access restrictions significantly delay the Services.

17. Loading & Unloading Equipment

17.1 Unless expressly agreed in writing, the Customer is responsible for providing all personnel and equipment reasonably required to safely load and unload the Goods.

17.2 Such equipment may include forklift trucks, pallet trucks, cranes, hoists, loading docks, tail lifts, lifting frames, and any specialist handling equipment.

17.3 Drivers are not required to manually handle any Goods which, in their reasonable opinion, may cause injury, damage property, damage the Goods, or breach health and safety legislation.

17.4 Where loading or unloading assistance beyond that originally agreed is requested, Nationload reserves the right to apply additional charges.

17.5 Where suitable equipment or assistance is unavailable, Nationload may suspend or terminate the Service without liability.

18. Customer Purchase Orders

18.1 Where the Customer issues a purchase order, it shall be treated solely as authority to invoice.

18.2 Any terms contained within a Customer purchase order shall not replace or amend these Conditions unless expressly agreed in writing by a director of Nationload.

19. Operational Flexibility

19.1 Nationload may substitute Drivers, vehicles, Approved Subcontractors or Courier Partners where reasonably necessary to complete the Services.

19.2 Such substitutions shall not affect the contractual relationship between the Customer and Nationload.

20. Cancellation by the Customer

20.1 The Customer may cancel a Booking before collection by notifying Nationload.

20.2 Where a Booking is cancelled after a vehicle or Driver has been allocated but before collection, Nationload may charge a reasonable cancellation fee reflecting costs and resource already committed, including any allocation, positioning or administrative costs reasonably incurred.

20.3 Where a Booking is cancelled after collection has taken place, the Carriage Charge, together with any charges properly incurred up to the point of cancellation, remains payable, and Clause 47 (Disposal of Uncollected or Undeliverable Goods) may apply if instructions for the Goods are not given.

20.4 This Clause 20 does not affect any statutory right of a Consumer to cancel under Clause 86 (Consumer Contracts Regulations – Right to Cancel).

21. Aborted Bookings

21.1 A Booking is treated as aborted where a Driver attends the agreed collection address in accordance with the Booking but collection does not take place for a reason attributable to the Customer, including unavailability of the Goods, unavailability of an authorised representative, refused access, or Goods differing materially from the Booking.

21.2 Where a Booking is aborted for a reason attributable to the Customer, Nationload may charge a reasonable aborted booking fee reflecting the vehicle and Driver time committed, together with any waiting time or mileage charges properly incurred under Clauses 37 and 38.

21.3 No aborted booking fee shall be charged where the Booking could not proceed due to circumstances within Nationload's reasonable control.

22. Customer Responsibilities

22.1 The Customer is responsible for ensuring that all information provided to Nationload is complete, accurate and up to date.

22.2 The Customer shall provide all information reasonably required for Nationload to safely and lawfully perform the Services.

22.3 The Customer shall immediately notify Nationload of any change affecting the Booking.

22.4 Nationload shall not be responsible for any loss, delay or additional costs arising from inaccurate or incomplete information supplied by the Customer.

23. Packaging

23.1 The Customer is solely responsible for ensuring that all Goods are properly packed, protected and secured for transportation.

23.2 Packaging must be sufficient to withstand normal road transport, loading and unloading, reasonable vibration, stacking where appropriate, and ordinary handling during transit.

23.3 Goods must be packaged so they do not leak, spill, become unstable, damage other Goods, damage vehicles, or present a health and safety risk.

23.4 Nationload may refuse to carry Goods which, in its reasonable opinion, are inadequately packaged.

23.5 Nationload shall not be liable for damage caused wholly or partly by inadequate packaging provided by the Customer.

24. Labelling

24.1 Where appropriate, the Customer shall ensure Goods are clearly labelled. Labels should include, where applicable: delivery address; recipient name; sender details; reference numbers; handling instructions.

24.2 Fragile or special handling instructions should be clearly displayed where reasonably necessary.

24.3 Nationload shall not be responsible for delays caused by missing or incorrect labels supplied by the Customer.

25. Declared Value

25.1 The Customer shall declare the value of the Goods before collection.

25.2 Where no value is declared, Nationload may assume the Goods are of ordinary commercial value not exceeding the limits set out in Clause 74 (Limitation of Liability).

25.3 Failure to accurately declare the value of the Goods may affect any liability accepted by Nationload under these Conditions.

25.4 Declaring a value to Nationload is not a request for, and does not create, insurance cover, and does not increase Nationload's liability beyond the limits in Clause 74 unless a higher limit has been expressly agreed in writing by a director of Nationload in accordance with Clause 74.2.

25.5 Where the Customer requires protection beyond the limits set out in Clause 74, the Customer must arrange its own insurance in accordance with Clause 76.

26. Fragile Goods

26.1 The Customer shall clearly identify any Goods requiring special care.

26.2 Failure to notify Nationload that Goods are fragile may affect any claim relating to damage.

26.3 Nationload reserves the right to refuse particularly fragile Goods where appropriate transport arrangements cannot reasonably be made.

27. Temperature-Sensitive Goods

27.1 Unless expressly agreed in writing, Nationload does not provide refrigerated, frozen or temperature-controlled transport.

27.2 Customers requiring temperature-controlled transport must make this known before requesting a quotation.

27.3 Nationload accepts no responsibility for deterioration of Goods requiring temperature control unless expressly agreed in writing before the Booking.

28. Dangerous Goods

28.1 The Customer shall declare any dangerous, hazardous or regulated Goods before requesting a quotation.

28.2 Nationload reserves the right to refuse carriage of any dangerous Goods.

28.3 The Customer shall comply with all applicable laws and regulations relating to dangerous Goods.

28.4 Where dangerous Goods are accepted, the Customer shall provide all documentation reasonably required by law.

28.5 Nationload may suspend or terminate the Services if dangerous Goods are discovered that were not declared before collection.

29. Prohibited Goods

29.1 Nationload may refuse to transport any Goods that are prohibited by law or by Nationload's Prohibited Goods Policy.

29.2 Examples include, but are not limited to: illegal drugs; explosives; firearms (unless expressly agreed and lawful); hazardous waste; counterfeit goods; live animals; human remains; stolen property; any Goods whose transport would be unlawful.

29.3 The Customer remains responsible for any costs or liabilities arising from attempting to transport prohibited Goods.

30. Restricted Goods

30.1 The following categories of Goods are Restricted Goods and shall not be tendered for carriage unless expressly agreed in writing by a director of Nationload before collection: cash and banknotes; cheques, negotiable instruments and bonds; credit, debit or payment cards; deeds, share certificates and other title documents; jewellery, watches and precious metals or stones; bullion; furs; fine art, antiques and collectibles; rare stamps and coins; and any other Goods of a similarly high value relative to their size which are not readily replaceable.

30.2 Where Restricted Goods are tendered without prior written agreement, Nationload may refuse to carry them, and if carried in error or without declaration, Nationload's liability in respect of those Goods shall not exceed £100 per Consignment, in place of the limits set out in Clause 74.2, irrespective of the Goods' actual value.

30.3 Where the Customer wishes to send Restricted Goods, the Customer must notify Nationload before booking, declare the value, and obtain the Customer's own insurance cover for the full value of those Goods, as Nationload does not provide cover for Restricted Goods.

31. High Value Goods

31.1 The Customer shall notify Nationload before booking where the Goods constitute High Value Goods.

31.2 Nationload reserves the right to decline carriage of High Value Goods, or to require additional arrangements, security measures or a higher Carriage Charge before accepting them.

31.3 Acceptance of a Booking involving High Value Goods does not imply that Nationload has accepted liability beyond the limits set out in Clause 74, and does not imply that Nationload holds insurance covering the full value of those Goods.

31.4 The Customer is strongly advised to arrange its own insurance cover for the full value of any High Value Goods in accordance with Clause 76, whether or not those Goods have been declared to Nationload.

32. Illegal Goods

32.1 The Customer warrants that the Goods are lawful, are not stolen, do not infringe intellectual property rights, and are not subject to sanctions or other legal restrictions preventing transport.

32.2 Nationload may immediately refuse, suspend or terminate the Services where it reasonably suspects unlawful activity.

33. Right to Inspect

33.1 Where Nationload reasonably suspects that Goods have been inaccurately described, are prohibited, are Restricted Goods, are dangerous, or may be unlawful, Nationload may refuse carriage.

33.2 Where reasonably necessary and lawful, Nationload may require the Customer to open any package for inspection in the Customer's presence before accepting the Goods.

33.3 Failure to comply may result in Nationload refusing the Booking.

34. Customer Warranties

The Customer warrants that: all information supplied is accurate; all declarations are truthful, including as to value and the presence of any Restricted Goods, High Value Goods or dangerous Goods; all Goods comply with applicable laws; the Goods are suitable for transport; the Customer has authority to arrange transport; the Goods are properly packaged; all required licences, permits and approvals have been obtained where applicable.

35. Customer Indemnity

35.1 The Customer shall indemnify Nationload against all reasonable losses, costs, damages, claims, penalties and expenses incurred as a direct result of: inaccurate information; failure to declare dangerous, Restricted or High Value Goods; prohibited Goods; inadequate packaging; unlawful Goods; breach of these Conditions.

35.2 Nothing in this clause requires the Customer to indemnify Nationload for losses arising solely from Nationload's own negligence, breach of contract or wilful default, or where such indemnity would be unenforceable under applicable law.

36. Collection

36.1 Nationload will use reasonable endeavours to collect the Goods at the agreed collection time.

36.2 Any estimated collection time is provided in good faith but is not guaranteed unless expressly agreed in writing.

36.3 The Customer shall ensure that the Goods are available for collection immediately upon the Driver's arrival.

36.4 The Customer shall ensure that an authorised representative is available at the collection address where required.

36.5 Nationload shall not be responsible for delays caused by the Customer, the sender, site security procedures, restricted access, loading delays, or events beyond Nationload's reasonable control.

37. Waiting Time

37.1 Unless otherwise agreed in writing, the Carriage Charge includes up to 15 minutes waiting time at both the collection address and the delivery address.

37.2 Waiting time begins when the Driver arrives at the agreed location.

37.3 Where waiting exceeds the included allowance for a reason attributable to the Customer, the sender, the recipient or any third party under the Customer's control, Nationload may apply additional waiting charges at its prevailing rates. This Clause 37.3 does not apply to delay caused by Nationload or its Drivers.

37.4 Nationload reserves the right to suspend, cancel or reschedule the Service where delays become unreasonable.

38. Failed Collection

38.1 A collection may be treated as failed where the Goods are unavailable, the Customer cannot be contacted, access is refused, the Goods differ materially from the Booking, or the Driver reasonably believes collection would be unsafe or unlawful.

38.2 Where a collection fails due to circumstances attributable to the Customer, Nationload may charge waiting time, cancellation charges, additional mileage, and any other reasonable costs incurred.

38.3 Nationload shall not be liable for any losses arising from a failed collection where the failure was caused by the Customer or circumstances outside Nationload's reasonable control.

39. Delivery

39.1 Nationload will use reasonable endeavours to deliver the Goods to the agreed delivery address.

39.2 Unless expressly agreed in writing, delivery times are estimates only and are not guaranteed.

39.3 The Customer shall ensure that an authorised person is available to accept delivery where required.

39.4 Nationload shall not be liable for delays arising from incorrect delivery information, restricted access, recipient unavailability, traffic conditions, weather conditions, vehicle breakdown, accidents, or other events beyond Nationload's reasonable control.

40. Delivery to Reception or Authorised Person

40.1 Unless otherwise agreed in writing, delivery shall be deemed complete when the Goods are delivered to the named recipient, a receptionist, security personnel, warehouse staff, goods-in staff, or any other person who reasonably appears authorised to accept delivery at the delivery address.

40.2 Nationload shall not be responsible for the internal distribution of Goods within the recipient's premises after delivery has been completed.

41. Failed Delivery

41.1 A delivery may be treated as failed where the recipient is unavailable, access is refused, the address is incorrect, the Goods cannot be delivered safely, or the recipient refuses delivery.

41.2 Where delivery cannot be completed, Nationload may return the Goods to the sender, arrange secure storage where reasonably necessary, attempt redelivery, or contact the Customer for further instructions.

41.3 Additional charges may apply for return journeys, storage, redelivery, additional waiting time, and additional mileage.

41.4 Where the Customer cannot be contacted or fails to give instructions, Clause 47 (Disposal of Uncollected or Undeliverable Goods) shall apply.

42. Proof of Delivery

42.1 Nationload may obtain Proof of Delivery by any reasonable means, including an electronic signature, a handwritten signature, the printed name of the recipient, a delivery photograph, GPS records, timestamps, barcode scans, email confirmation, or any other electronic delivery record.

42.2 Nationload's electronic records shall constitute prima facie evidence that delivery has taken place unless proven otherwise.

43. Delivery Instructions

43.1 Any special delivery instructions must be provided before the Booking is accepted.

43.2 Nationload will use reasonable endeavours to comply with agreed delivery instructions but cannot guarantee compliance where circumstances beyond its reasonable control prevent this.

44. Redelivery

44.1 Where redelivery is requested following a failed delivery attributable to the Customer or recipient, Nationload may charge an additional fee.

44.2 Nationload is not obliged to store Goods indefinitely pending further instructions, and Clause 47 shall apply where instructions are not given within a reasonable time.

45. Completion of the Services

45.1 The Services shall be deemed complete when the Goods have been delivered in accordance with these Conditions, the Customer instructs Nationload to terminate the Services, or Nationload lawfully terminates the Services under these Conditions.

45.2 Completion of the Services shall not affect the Customer's obligation to pay all charges properly due.

46. Time-Critical Deliveries

46.1 Where the Customer requests delivery by a specific time, Nationload will use reasonable endeavours to meet that requirement.

46.2 Unless Nationload has expressly confirmed in writing that a timed delivery is guaranteed, any requested delivery time shall be treated as a target only.

46.3 Nationload's liability for failure to meet a requested or targeted delivery time, whether guaranteed or not, is subject to the limits set out in Clause 74, and no liability shall arise for indirect or consequential losses in accordance with Clause 75.

47. Disposal of Uncollected or Undeliverable Goods

47.1 Where Goods cannot be delivered, are refused, or are not collected by the Customer following a failed delivery, and the Customer cannot be contacted or fails to provide instructions within 28 days of the attempted delivery or collection, Nationload may, having made reasonable efforts to contact the Customer:

sell the Goods and apply the proceeds towards any storage, handling and other charges properly due, accounting to the Customer for any balance; or

where the Goods are perishable, hazardous, of negligible value, or their continued storage would be impractical or unsafe, dispose of or destroy the Goods without further notice at an earlier time.

47.2 Nationload shall have no liability to the Customer for Goods sold, disposed of or destroyed in accordance with this Clause 47.

47.3 Any storage or handling charges reasonably incurred by Nationload in connection with Goods held under this Clause 47 remain payable by the Customer.

48. Driver Responsibilities

48.1 Drivers shall use reasonable skill, care and diligence when performing the Services.

48.2 Drivers shall comply with applicable road traffic legislation, health and safety legislation, vehicle weight restrictions, working time requirements where applicable, and all other applicable laws and regulations.

48.3 Drivers shall not be required to carry out any activity that would endanger themselves, endanger other road users, damage the Goods, damage property, or breach any law or regulation.

49. Driver Safety

49.1 The safety of Drivers shall take priority over collection or delivery schedules.

49.2 Drivers may refuse to enter unsafe premises, lift unsafe loads, enter areas where they reasonably believe their personal safety may be at risk, carry Goods that may present a danger, or continue the Services where unsafe conditions arise.

49.3 The Customer shall ensure collection and delivery locations comply with all applicable health and safety requirements.

50. Unsafe Premises

50.1 Where a Driver reasonably considers a collection or delivery location to be unsafe, Nationload may suspend the Services, request alternative arrangements, or terminate the Booking.

50.2 Nationload shall not be liable for delays arising from unsafe premises.

50.3 Additional charges may apply where alternative arrangements become necessary.

51. Right to Refuse Service

51.1 Nationload reserves the right to refuse or terminate any Service where, in its reasonable opinion: the Goods are unsafe; the Goods are prohibited or undeclared Restricted Goods; the Goods have been inaccurately described; the Customer provides misleading information; payment arrangements have not been agreed; the Driver's safety is at risk; or carrying the Goods may breach applicable law.

51.2 Where reasonably practicable, Nationload will inform the Customer of the reasons for refusal.

52. Zero Tolerance Policy

52.1 Nationload operates a zero-tolerance policy towards abusive behaviour, threatening behaviour, harassment, discrimination, violence and intimidation.

52.2 Where such behaviour occurs, Nationload may immediately terminate the Services without liability.

52.3 Any costs reasonably incurred as a result of such behaviour may be recovered from the Customer.

53. Load Security

53.1 Drivers shall use reasonable care when securing Goods within the vehicle.

53.2 Where the Customer loads the vehicle, the Customer remains responsible for ensuring the load has been correctly presented for safe transport.

53.3 Nationload reserves the right to require Goods to be reloaded where the Driver reasonably believes the load is unsafe.

54. Approved Subcontractors

54.1 Nationload may perform the Services itself or through Approved Subcontractors or Courier Partners.

54.2 The Customer expressly agrees that Nationload may subcontract all or part of the Services without further notice.

54.3 The Customer's contract shall remain exclusively with Nationload Ltd, regardless of who physically performs the Services.

54.4 Nothing in these Conditions creates any contractual relationship between the Customer and any Approved Subcontractor or Courier Partner.

55. Courier Partners

55.1 Nationload may allocate Bookings to carefully selected Courier Partners where this is reasonably necessary to fulfil the Services.

55.2 Courier Partners may include independent courier companies, self-employed couriers and transport providers, including those sourced through load-matching platforms.

55.3 Nationload shall remain responsible for managing the Customer relationship throughout the Booking.

56. Business Continuity

56.1 Where reasonably necessary, Nationload may substitute Drivers, vehicles, Approved Subcontractors or Courier Partners without affecting the validity of the Booking.

56.2 Such substitutions shall not constitute a breach of contract.

57. Subcontractor Insurance and Vetting

57.1 Nationload takes reasonable care in selecting Approved Subcontractors and Courier Partners, and requires them, as a condition of engagement, to hold insurance appropriate to the Services they perform.

57.2 Nationload may request evidence of insurance or other credentials before or during an engagement, but does not warrant that any particular Approved Subcontractor or Courier Partner holds a specific level of cover at any given time.

57.3 The Customer acknowledges that, as at the date of these Conditions, Nationload does not itself hold Goods in Transit insurance or Public Liability insurance, and that Nationload's ability to meet claims is limited to the extent set out in Clause 74. Customers requiring greater assurance for higher-value Consignments should arrange their own insurance in accordance with Clause 76.

58. Vehicle Breakdown & Operational Events

58.1 Nationload will use reasonable endeavours to minimise disruption where a vehicle suffers mechanical failure or another operational issue.

58.2 Where reasonably practicable, Nationload may allocate another vehicle or Driver to continue the Services.

58.3 Nationload shall not be liable for delays caused by vehicle breakdowns or operational failures that occur despite the exercise of reasonable care, subject always to applicable law.

59. Driver Authority

59.1 Drivers, Approved Subcontractors and Courier Partners are not authorised to amend these Conditions, agree liability beyond these Conditions, waive charges, vary quotations, or alter payment terms.

59.2 Only a director or authorised representative of Nationload may vary these Conditions in writing.

60. Charges

60.1 The Customer shall pay the Carriage Charge together with any additional charges properly payable under these Conditions.

60.2 Additional charges may include, but are not limited to: waiting time; additional mileage; redelivery; aborted collections; failed deliveries; vehicle upgrades; loading or unloading assistance; tolls, ferries or congestion charges (where applicable); storage or disposal charges (where applicable); any additional costs reasonably incurred as a result of changes requested by the Customer.

60.3 Unless otherwise stated, all quotations are exclusive of Value Added Tax (VAT), which shall be charged where applicable at the prevailing rate.

61. Payment Terms

61.1 Unless a credit account has been approved in writing by Nationload, payment may be required before collection of the Goods.

61.2 Nationload reserves the right to refuse collection until payment has been received.

61.3 Payment may be accepted by any method approved by Nationload from time to time.

62. Credit Accounts

62.1 Nationload may, at its sole discretion, offer approved Customers a credit account.

62.2 Credit facilities may be withdrawn, suspended or varied at any time.

62.3 Where a credit account is approved, invoices shall be payable within the agreed payment period.

62.4 Nationload reserves the right to request updated financial information or carry out reasonable credit checks before granting or continuing credit facilities.

63. Late Payment

63.1 Where payment is not received by the due date, Nationload reserves the right to charge statutory interest under applicable legislation and/or any compensation and reasonable recovery costs permitted by law.

63.2 Late payment shall not prevent Nationload from exercising any other rights available under these Conditions, including the lien under Clause 72.

64. Suspension of Services

64.1 Nationload may suspend or refuse future Services where invoices remain unpaid, payment arrangements have been breached, credit facilities have been withdrawn, or fraud is reasonably suspected.

64.2 Suspension of Services shall not affect the Customer's obligation to pay outstanding sums.

65. Invoice Queries

65.1 Any query relating to an invoice should be raised as soon as reasonably practicable and, in any event, within 14 days of the invoice date.

65.2 Nationload will investigate any genuine query promptly.

65.3 The existence of an invoice query shall not entitle the Customer to withhold payment of any undisputed amount.

66. No Set-Off

66.1 The Customer shall not be entitled to deduct, withhold, set-off or counterclaim against any amount payable to Nationload unless required by law or agreed in writing by Nationload.

67. VAT

67.1 All sums payable under these Conditions are exclusive of VAT unless expressly stated otherwise.

67.2 Where VAT is chargeable, the Customer shall pay VAT at the prevailing statutory rate.

68. Recovery Costs

68.1 The Customer shall reimburse Nationload for any reasonable costs incurred in recovering overdue debts, to the extent permitted by applicable law.

68.2 This may include debt recovery fees, legal costs where recoverable, court fees, and enforcement costs.

69. Customer Insolvency

69.1 Where the Customer enters administration, enters liquidation, becomes insolvent, has a bankruptcy petition presented against them, or ceases trading, Nationload may immediately suspend Services, terminate existing Bookings where lawful, and require payment in advance for future Services.

70. Fraud Prevention

70.1 Nationload reserves the right to refuse or terminate any Booking where it reasonably suspects fraud, attempted fraud, identity theft, money laundering or criminal activity.

70.2 Nationload may request reasonable information to verify the identity of the Customer before accepting a Booking.

71. Electronic Invoicing

71.1 Invoices may be issued electronically.

71.2 The Customer agrees that electronic invoices satisfy any requirement for invoices to be provided in writing.

72. General Lien

72.1 Nationload shall have a general and continuing lien over the Goods, and any other property of the Customer in Nationload's possession, custody or control, for all sums due from the Customer to Nationload, whether relating to those Goods or to any other Booking.

72.2 Nationload may retain possession of the Goods until all sums due have been paid in full.

72.3 If sums due remain unpaid for more than 28 days after they fall due, Nationload may, having given the Customer reasonable notice, sell or dispose of the Goods and apply the proceeds towards the sums due and any reasonable costs of sale or disposal, accounting to the Customer for any balance.

72.4 This Clause 72 does not affect Nationload's rights under Clause 47 in respect of uncollected or undeliverable Goods.

73. Basis of Liability

73.1 Nationload shall perform the Services using reasonable care and skill.

73.2 Except as expressly provided in these Conditions, all warranties, representations and conditions implied by statute or common law are excluded to the fullest extent permitted by law.

73.3 Nothing in these Conditions excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

74. Limitation of Liability

74.1 Subject to Clause 73.3, Nationload's total liability to the Customer arising out of or in connection with any single Booking, whether arising in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the greater of:

(a) £75; or

(b) five times the Carriage Charge payable for that Booking,

subject always to an overall maximum of £1,000 in respect of any one Booking, unless a higher limit has been expressly agreed in writing by a director of Nationload before collection, together with any additional charge agreed for Nationload accepting that increased liability.

74.2 Where Clause 30.2 (Restricted Goods) applies, the lower limit set out in that clause shall apply in place of Clause 74.1.

74.3 The limits in this Clause 74 apply regardless of whether the Services were performed by Nationload directly, by an Approved Subcontractor, by a Courier Partner, or by any other person engaged by Nationload, and regardless of the number of claims, causes of action or parties arising out of a single Booking.

74.4 The Customer acknowledges that the Carriage Charge has been calculated by reference to the liability limits in this Clause 74, that these limits represent a fair and reasonable allocation of risk between the parties having regard to the nature of the Services and the price charged, and that Nationload does not, as at the date of these Conditions, hold Goods in Transit insurance, and that Nationload's ability to meet any claim, including any claim within the limits set out above, is not underwritten by any Nationload-held insurance policy.

74.5 Where the Goods are, or may be, of a value exceeding the limits in this Clause 74, it is the Customer's responsibility to arrange adequate insurance for the full value of the Goods in accordance with Clause 76.

75. Consequential Loss

75.1 To the fullest extent permitted by law, and subject to Clause 73.3, Nationload shall not be liable for any indirect or consequential loss arising from the Services, including, without limitation, loss of profit, loss of revenue, loss of contracts, loss of production, loss of business opportunity, loss of goodwill, loss of anticipated savings, loss of use, or business interruption.

75.2 This applies even where Nationload has been informed that such losses might arise.

76. Customer's Own Insurance

76.1 Nationload does not, as at the date of these Conditions, provide, arrange or warrant any Goods in Transit insurance, and does not offer insurance as an add-on service.

76.2 The Customer is responsible for deciding whether the value or nature of the Goods requires insurance beyond the liability accepted by Nationload under Clause 74, and this responsibility applies regardless of whether the Goods have been declared as High Value Goods or Restricted Goods.

76.3 Where the Customer requires cover for the full value of the Goods, the Customer should arrange this with its own insurer before collection. Nationload will, on request, provide a Booking reference and other reasonable documentation to assist the Customer in doing so.

76.4 Nothing in these Conditions shall be interpreted as a representation that Nationload holds, or will obtain, insurance covering the Goods.

77. Consumer Rights

77.1 Nothing in these Conditions affects the statutory rights of a Consumer that cannot lawfully be excluded or limited, including rights arising under the Consumer Rights Act 2015.

77.2 Where the Customer is a Consumer, each term of these Conditions must be fair and transparent, and any term found by a court or other competent body not to satisfy that requirement shall not be binding on the Consumer, without affecting the remainder of these Conditions in accordance with Clause 94.

77.3 Nothing in these Conditions excludes or limits Nationload's obligation to perform the Services with reasonable care and skill, or a Consumer's right to a price reduction or refund where that obligation is not met, to the extent required by the Consumer Rights Act 2015.

78. Claims Procedure

78.1 The Customer shall notify Nationload of any claim for loss, damage, shortage or incorrect delivery within 24 hours of delivery or the expected delivery time.

78.2 Claims should include the Booking reference, photographs where available, a description of the alleged loss or damage, and any supporting documents reasonably requested.

78.3 Nationload reserves the right to investigate all claims before determining liability.

78.4 Failure to notify within the period in Clause 78.1 may affect Nationload's ability to investigate and may result in the claim being rejected where the delay has materially prejudiced the investigation.

79. Time Limit for Claims

79.1 Any claim not notified in accordance with Clause 78.1 shall be deemed waived, save to the extent notification was not reasonably possible within that period.

79.2 Nationload shall not be liable in respect of any claim unless legal proceedings are issued and properly served within 12 months of the date of delivery, or the date delivery should have taken place, and any claim not brought within that period shall be time-barred.

79.3 Clause 79.2 shall not apply to the extent it would deprive a Consumer of a right that cannot lawfully be limited or excluded, in which case the applicable statutory limitation period shall instead apply.

80. Investigation of Claims

80.1 The Customer shall provide all reasonable assistance during the investigation of a claim.

80.2 Nationload may request photographs, delivery documentation, invoices, repair estimates, proof of value, and witness information.

80.3 No admission of liability shall arise merely because Nationload investigates a claim.

81. Complaints and Alternative Dispute Resolution

81.1 Any complaint about the Services should be sent to hello@nationload.co.uk, including the Booking reference and full details of the complaint.

81.2 Nationload will acknowledge a complaint within 2 Business Days and will use reasonable endeavours to provide a substantive response within 14 days.

81.3 Where the Customer is a Consumer and a complaint cannot be resolved through Nationload's internal complaints process, Nationload will, where required by law, provide details of a relevant certified alternative dispute resolution provider, though Nationload is not obliged to participate in alternative dispute resolution proceedings unless required by law or expressly agreed.

82. Customer Indemnity

82.1 The Customer shall indemnify Nationload against all reasonable losses, liabilities, fines, penalties, claims, costs and expenses arising directly from inaccurate information, prohibited Goods, undeclared Restricted or dangerous Goods, breach of these Conditions, unlawful Goods, or infringement of third-party rights.

82.2 This clause does not require the Customer to indemnify Nationload for losses arising solely from Nationload's own negligence, breach of contract or wilful default where such an indemnity would be unenforceable under applicable law.

83. Confidentiality

83.1 Nationload shall treat confidential information relating to the Customer and the Goods with reasonable care.

83.2 Information may be disclosed where reasonably necessary to perform the Services, to Approved Subcontractors or Courier Partners involved in the Booking, to insurers, to professional advisers, where required by law, or to law enforcement or regulatory authorities.

83.3 The Customer shall likewise treat Nationload's commercially confidential information as confidential.

84. Fraud & Unlawful Activity

84.1 Nationload reserves the right to refuse, suspend or terminate any Booking where it reasonably suspects fraud, attempted fraud, money laundering, terrorist financing, criminal activity or sanctions breaches.

84.2 Nationload may cooperate with law enforcement agencies where required by law.

85. No Waiver of Rights

85.1 Any decision by Nationload not to exercise a right under these Conditions shall not prevent Nationload from exercising that right at a later date.

86. Consumer Contracts Regulations – Right to Cancel

86.1 Where the Customer is a Consumer and the Booking is made online, by telephone, or by other means of distance communication, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give the Consumer a right to cancel the contract within 14 days.

86.2 Because Nationload's Services are, by their nature, typically requested for collection and delivery on the same day or shortly after booking, by submitting a Booking the Consumer expressly requests that performance of the Services begin before the end of the 14-day cancellation period referred to in Clause 86.1, and acknowledges that:

once the Services have been fully performed, the right to cancel is lost; and

where the Consumer cancels before the Services have been fully performed, the Consumer shall pay for the Services provided up to the point of cancellation, calculated proportionately by reference to the total price agreed.

86.3 Nothing in this Clause 86 affects any right of the Consumer to cancel that cannot lawfully be excluded.

87. Data Protection

87.1 Nationload shall process personal data in accordance with all applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

87.2 Information provided by the Customer shall be used only for purposes connected with providing the Services, communicating with the Customer, administering the Booking, complying with legal obligations, and improving Nationload's services.

87.3 Further information regarding the processing of personal data is available within Nationload's Privacy Policy.

88. Electronic Communications

88.1 The Customer agrees that Nationload may communicate using email, SMS, telephone, electronic booking systems, or other agreed electronic methods.

88.2 Electronic quotations, booking confirmations, invoices, Proofs of Delivery and other records shall have the same evidential status as paper records unless otherwise required by law.

89. Intellectual Property

89.1 All intellectual property rights relating to the Nationload name, logo, branding, website, documentation, quotations and marketing materials remain the property of Nationload unless otherwise agreed in writing.

89.2 Nothing in these Conditions transfers any intellectual property rights to the Customer.

90. Assignment

90.1 The Customer may not assign or transfer any rights or obligations arising under these Conditions without Nationload's prior written consent.

90.2 Nationload may assign or transfer its rights or obligations to another company within its business or to a successor in connection with the sale or restructuring of its business, provided this does not materially reduce the Customer's contractual rights.

91. Third-Party Rights

91.1 Except where expressly stated, no person who is not a party to these Conditions shall have any right to enforce any provision under the Contracts (Rights of Third Parties) Act 1999.

91.2 Nothing in this clause affects any right or remedy of a third party which exists independently of that Act.

92. Notices

92.1 Any notice under these Conditions shall be given by email, by first-class post, or by another method agreed in writing.

92.2 A notice shall be deemed received immediately if personally delivered, at the time of transmission where sent by email (unless a delivery failure notification is received), or two Business Days after posting by first-class post.

93. Waiver

93.1 Failure or delay by Nationload in exercising any right under these Conditions shall not constitute a waiver of that right.

93.2 Any waiver shall only be effective if made in writing by an authorised representative of Nationload.

94. Severability

94.1 If any provision of these Conditions is held to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.

94.2 The parties intend that any invalid provision shall be interpreted or modified, where legally possible, so that it remains effective to the greatest extent permitted by law.

95. Governing Law

95.1 These Conditions and any dispute arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales.

96. Jurisdiction

96.1 The courts of England and Wales shall have exclusive jurisdiction to determine any dispute arising from these Conditions, except where mandatory law provides otherwise.

97. Updates to these Conditions

97.1 Nationload may update these Conditions from time to time.

97.2 The latest version will be published on Nationload's website.

97.3 The version in force at the time a Booking is accepted shall apply to that Booking unless otherwise agreed in writing.

98. Contact Details

All enquiries relating to these Conditions should be directed to:

Nationload Ltd

Email: hello@nationload.co.uk

Website: https://nationload.co.uk

Registered Office address: 66 Paul Street, London, England, United Kingdom, EC2A 4NA

Company No. 17313129