Terms and Conditions

1. Company Details

HYPERWAY LOGISTICS LTD
Registered in England and Wales
Company No. 16426334
VAT Registration No. GB498268035
ICO Registration No. ZC002604
Registered Office: 86-90 Paul Street, 3rd Floor, London, England, EC2A 4NE
Email: admin@hyperway.co.uk

These Terms and Conditions ("Terms") govern all courier, collection, delivery, logistics, account and related services provided by HYPERWAY LOGISTICS LTD ("the Company").

These Terms were last updated on 13 June 2026. This version supersedes all previous versions.

1A. Definitions

In these Terms, the following words and expressions shall have the meanings set out below:

• "Shipment" means any item, package, parcel, document, pallet or goods accepted by the Company for collection and delivery under these Terms.
• "Customer" means the person, business or organisation that books, pays for or requests a Service from the Company.
• "Service" means any courier, collection, delivery, storage, logistics or related service provided by the Company.
• "Collection" means the act of the Company collecting a Shipment from the Customer or a third party at the agreed collection address.
• "Delivery" means the act of the Company delivering a Shipment to the recipient at the agreed delivery address.
• "Business Customer" means a Customer acting in the course of a trade, business or profession.
• "Consumer" means a Customer acting wholly or mainly outside their trade, business or profession, as defined under the Consumer Rights Act 2015.
• "Company" means HYPERWAY LOGISTICS LTD, registered in England and Wales, Company No. 16426334.
• "PIN" means the unique personal identification number issued by the Company to the Customer at the time of booking confirmation for the purposes of verifying collection and delivery.
• "QR Code" means the unique quick response code issued by the Company for the purposes of verifying collection and delivery.
• "Platform" means the Company's online booking system, website and associated digital infrastructure available at hyperway.co.uk through which Customers may submit bookings, manage accounts and access Services.
• "Active Account" means a discretionary commercial credit account held by a Business Customer with the Company, further governed by clause 15 of these Terms.
• "Business Bundle" means a prepaid or post-paid allocation of delivery credits or Services purchased by a Business Customer, further governed by clause 16 of these Terms.
• "Credit Facility" means a discretionary commercial credit arrangement granted by the Company to a Business Customer, allowing deferred payment for Services as set out in clause 15.
• "Booking" means a request for a Service submitted by the Customer through the Platform and confirmed by the Company in accordance with clause 4 of these Terms.
• "Working Day" means any day other than a Saturday, Sunday or public holiday in England and Wales.

2. Consumer and Business Customers

2.1 Where the Customer acts wholly or mainly outside their trade, business or profession, they shall be deemed a Consumer under the Consumer Rights Act 2015.

2.2 Nothing in these Terms excludes or limits any statutory rights which cannot lawfully be excluded or limited under applicable law.

2.3 Nothing in these Terms shall affect any rights or remedies available to Consumers under applicable consumer protection law.

2.4 Where the Customer acts in the course of business, these Terms apply on a business-to-business basis.

3. Premium Service Positioning

3.1 The Company operates as a premium same-day courier provider offering time-critical, discreet and professional collection and delivery services within and beyond the M25 area.

3.2 The Company acts solely as a carrier responsible for transportation of Shipments and does not assume responsibility for the contents of any Shipment except as expressly stated in these Terms.

3.3 All services are subject to availability, operational feasibility, road conditions, driver availability and compliance with these Terms.

4. Formation of Contract

4.1 Where pricing is displayed and accepted through the Company's platform, a legally binding contract is formed upon digital confirmation.

4.2 Where a booking is marked "To Be Quoted", no contract is formed until the Company issues a written quotation and the Customer accepts it.

4.3 Collection and delivery timeframes are estimates only and do not constitute guaranteed deadlines unless expressly agreed in writing.

4.4 The Company shall not be liable for delays caused by traffic, road closures, congestion, weather conditions, operational constraints, vehicle breakdowns, security restrictions or events beyond its reasonable control.

4.5 The Company reserves the right to refuse, suspend or cancel any booking where:

• the Shipment does not comply with these Terms;
• operational or safety concerns arise;
• payment is not authorised;
• fraud or suspicious activity is suspected; or
• the Company is otherwise entitled to do so under applicable law.

4.6 Platform and Pricing Errors

The Company shall not be bound by bookings affected by technical errors, system malfunctions, incorrect pricing, duplicated charges or obvious mistakes.

The Company reserves the right to cancel, suspend or correct such bookings. Where a booking is cancelled due to a pricing error, the Company shall notify the Customer promptly and issue a full refund of any payment taken within 5 business days.

5. Geographical Scope, Pricing and Congestion Charges

5.1 The agreed booking price applies exclusively to the confirmed collection and delivery route at the time of booking.

5.2 The booking price shall not be altered once confirmed except where:

• delivery fails;
• a redirection is requested;
• waiting time applies;
• additional services are requested; or
• additional operational charges become applicable under these Terms.

5.3 The Company reserves the right to modify pricing, fees and service charges for future bookings at any time.

5.4 The applicable price shall be the price displayed and confirmed at the time of booking.

5.5 Congestion Charge, ULEZ and Road Charges

5.6 Address Accuracy

The Customer is solely responsible for providing accurate and complete collection and delivery details.

The Company shall not be liable for delay, failed delivery, additional costs or loss arising from incorrect or incomplete information supplied by the Customer.

Any additional operational costs resulting from inaccurate address details shall be payable by the Customer.

6. Failed Delivery, Waiting Time and Operational Conditions

6.1 Where delivery fails due to Customer or recipient fault, including:

• recipient unavailability;
• failure to provide a valid PIN or QR code;
• incorrect or incomplete address details;
• refusal of delivery; or
• redirection requests,

the following re-delivery or redirection fees shall apply:

6.2 Re-delivery or redirection will only occur once payment of the applicable fee has been confirmed.

6.3 Waiting Time

Where collection or delivery requires waiting time exceeding 10 minutes due to Customer or recipient delay, the Company reserves the right to apply additional waiting charges at its standard operational rate.

6.4 Access Conditions

The Customer must ensure safe, lawful and practical access for collection and delivery.

Any parking charges, penalties, congestion costs, access fees or operational delays caused by Customer instructions shall be payable by the Customer.

6.5 The Company shall not be liable for delays arising from:

• building security procedures;
• concierge refusal;
• gated access restrictions;
• apartment access limitations;
• loading restrictions;
• lack of parking; or
• restricted vehicle access.

6.6 Driver Safety

The Company reserves the right to refuse, postpone or abandon any collection or delivery where the driver reasonably considers the location unsafe or inaccessible.

6.7 Heavy Shipments and Manual Handling

The Customer must ensure that all Shipments are capable of being safely handled in compliance with applicable health and safety laws, including the UK Manual Handling Operations Regulations 1992.

The Customer must disclose in advance any Shipment which:

• is unusually large, heavy or awkward to handle;
• requires multiple persons to lift or carry; or
• requires specialist equipment or access arrangements.

The Company reserves the right to refuse, postpone, cancel or abandon any collection or delivery where manual handling may create a health and safety risk to drivers, staff or third parties.

Additional operational charges may apply where specialist handling, additional personnel, waiting time or equipment is required.

The Company shall not be liable for failed collections, failed deliveries, delays or additional costs arising from undisclosed heavy or unsafe Shipments.

6.8 Upper Floors, Stair Access and Internal Handling

Where reasonably practicable and safe to do so, the Company may assist with delivery to upper floors, stair access locations or internal premises access.

However, the Company reserves the right to refuse or limit stair carries, multi-floor access or internal handling where this may create a manual handling, operational or health and safety risk.

6.9 Shipment Variations and Operational Adjustments

Where the actual quantity, size, dimensions, access conditions or handling requirements of a Shipment materially differ from the information provided at the time of booking, the Company reserves the right to apply additional operational charges, allocate a different vehicle or additional personnel, postpone the service, refuse the collection or delivery, or otherwise adjust the service where reasonably necessary.

6.10 Shipment Classification and Booking Accuracy

The Customer is responsible for accurately selecting and declaring the appropriate Shipment category, quantity, dimensions and handling requirements at the time of booking, including but not limited to Small, Medium, Large, XL, Relocation, Pallet and Other transport categories offered by the Company.

Where the actual Shipment materially differs from the booking information provided, including differences in quantity, dimensions, access conditions or operational requirements, the Company reserves the right to apply additional operational charges, allocate a different vehicle or personnel, postpone the service, refuse collection or cancel the booking where reasonably necessary.

Where a driver attends the collection location and the Shipment is materially non-compliant with the booking information provided, the attendance may be treated as a completed operational attendance and the Company may retain part or all applicable booking charges, cancellation charges or operational fees reasonably incurred.

6.11 Access Restrictions and Parking Conditions

The Customer must disclose any stairs, lift restrictions, narrow access, parking limitations, loading bay requirements or other access issues at the time of booking.

Failure to disclose such information may result in additional operational charges, delay, refusal, postponement or cancellation of the service where reasonably necessary.

6.12 Weight, Dimensions and Inspection at Collection

6.13 Driver Authority

Drivers and delivery personnel are not authorised to make representations regarding liability, insurance, suitability of packaging, acceptance of high-value items or contractual terms.

Only written confirmation issued by the Company shall be binding.

6.14 Customer Availability

The Customer and recipient must remain reasonably available to facilitate collection and delivery.

Where reasonable delivery attempts or communication attempts are unsuccessful, the delivery attempt shall be deemed valid.

Operational records, GPS logs, timestamps, call logs, electronic records and driver reports may be used as evidence that a delivery attempt occurred.

7. Storage of Shipments

7.1 Where a Shipment remains in the Company's storage, warehouse or operational premises after a failed delivery, return process or pending collection, the Company may retain the Shipment for a reasonable operational period.

7.2 The first 48 hours of storage shall be free of charge unless otherwise agreed in writing.

7.3 After the initial 48-hour period, storage charges may apply at a rate of £25 per week or part thereof while the Shipment remains in storage.

7.4 All storage charges shall become immediately payable prior to release, collection, return or re-delivery of the Shipment.

7.5 Where a Shipment remains in storage following a failed delivery, re-delivery or rescheduling of the Service shall only be arranged upon full payment of both:

• all applicable storage charges accrued in accordance with clause 7.3; and
• the applicable re-delivery or rescheduling fee of £15 (within the M25) or £35 (outside the M25) in accordance with clause 6.1.

No re-delivery or rescheduling shall be confirmed or processed until both amounts have been paid in full and payment has been confirmed by the Company.

8. Second Attempt, Return to Sender and Cancellation

8.1 A maximum of two delivery attempts will be made.

8.2 If the second attempt fails, the Shipment may automatically be returned to the sender.

8.3 Return-to-sender shall be treated as a completed service. The following return fees apply:

8.4 Any refund shall be subject to deduction of operational costs, completed services and applicable charges already incurred.

8.5 Business Customer Cancellation

For Business Customers, cancellation requests made less than 2 hours before the scheduled collection time may incur charges up to 100% of the booking value where reasonable having regard to:

• driver allocation;
• route planning;
• operational preparation; and
• loss of booking opportunity.

8.6 Consumer Cancellation Rights

Where the Customer is a Consumer, the right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to transport services booked for a specific date or time period, in accordance with Regulation 28(1)(h) of those Regulations.

Where a booking does not fall within this statutory exemption, the Consumer's full statutory cancellation rights shall apply. Consumers may exercise their right to cancel by contacting the Company at admin@hyperway.co.uk.

Nothing in this clause affects any statutory rights which cannot lawfully be excluded or restricted.

9. Non-Delivery, Non-Payment, Retention and Disposal

9.1 Where delivery cannot be completed due to Customer fault, the Company may notify the Customer using the contact details provided at the time of booking.

9.2 All additional charges including re-delivery fees, redirection fees, storage fees, waiting time, congestion-related charges and return-to-sender fees shall become immediately due upon notification.

9.3 No further service, release, re-delivery or redirection shall occur until outstanding amounts are paid.

9.4 The Company shall have a contractual and legal right of lien over any Shipment in its possession until full payment is received.

9.5 Where payment remains outstanding after 7 days, the Company may apply reasonable storage charges.

9.6 The Company may retain Shipments for a reasonable operational period having regard to the time-sensitive nature of the services and limited storage capacity.

9.7 Where payment remains outstanding and a Shipment remains uncollected, the Company shall provide written notice to the Customer's last known contact details, allowing a minimum of 14 days to collect or arrange re-delivery. If no response is received within that period, the Company may deal with the Shipment in accordance with the Torts (Interference with Goods) Act 1977, including by sale. Any proceeds of sale shall be applied first to outstanding charges, with any surplus returned to the Customer.

9.8 Where a Shipment is dealt with under clause 9.7, no further refund or compensation shall be payable to the Customer except in respect of any surplus proceeds as described above.

9.9 The Company shall have no obligation to recover, reproduce or replace any Shipment after lawful disposal.

9.10 Where a Shipment remains uncollected, unpaid or abandoned for more than 30 days after written notice has been provided to the Customer under clause 9.7, the Company may, at its sole discretion and in accordance with applicable law, destroy, dispose of, sell or otherwise deal with the Shipment without further liability to the Customer, save as required by law.

10. Proof of Delivery and Tracking

10.1 The Company operates a mandatory dual verification system for all Shipments. Collection is completed upon successful PIN or QR code verification by the sender at the point of collection. Delivery is completed upon successful PIN or QR code verification by the recipient at the point of delivery. Both verification events constitute conclusive confirmation of the respective stage of the Service.

10.2 The Customer (sender) is solely responsible for:

• ensuring the Collection PIN is kept confidential and is available at the point of collection;
• ensuring the Delivery PIN is communicated securely to the intended recipient prior to delivery; and
• ensuring that neither PIN is shared with any unauthorised person at any time.

The Customer acknowledges that PIN codes are communicated by the Company to the Customer via email at the time of booking confirmation, and that the security of those PIN codes is entirely the Customer's responsibility from that point onwards.

10.3 The Company shall not be liable where delivery is completed to a person presenting the correct PIN or QR code unless delivery occurred at an incorrect address. Where delivery is made to a person presenting the correct PIN or QR code at the correct address, delivery shall be deemed complete and the Company shall have no further liability regardless of whether that person was the intended recipient. The Customer is solely responsible for ensuring that the PIN or QR code is shared only with the intended recipient.

10.4 PIN verification, QR verification, GPS records, timestamp records, electronic signatures, photographic evidence, driver reports and related electronic records shall constitute strong prima facie evidence of collection or delivery unless credible evidence of fraud or manifest error is provided.

10.5 Live tracking and status updates are provided for operational transparency purposes only and may depend on GPS availability, mobile connectivity and third-party systems.

10.6 Live tracking information does not constitute proof of delivery.

10.7 Tracking records and operational data may be retained for operational, security, verification and dispute resolution purposes for a limited period in accordance with the Company's data retention policies.

10.8 Mandatory Photographic Verification

The Company operates a mandatory photographic verification procedure at both collection and delivery for all Shipments. Photographic evidence shall be captured by the driver at the point of collection showing the external condition of the Shipment, and at the point of delivery showing the Shipment in the delivered condition.

Such photographic evidence shall:

• constitute prima facie evidence of the external condition of the Shipment at the time of collection and delivery;
• be used in conjunction with PIN or QR verification, GPS records and timestamps as proof of completed collection and delivery; and
• be retained by the Company for operational, security and dispute resolution purposes in accordance with the Company's data retention policy.

Where photographic evidence shows the Shipment was in good external condition at both collection and delivery, no claim for external damage shall be accepted unless credible evidence of tampering, fraud or manifest error is provided.

The Customer acknowledges and consents to the taking of photographic evidence at collection and delivery as part of the Company's standard operational procedure.

10.9 Combined Proof of Service

The following records, when taken together, shall constitute conclusive evidence of a completed and verified Service:

• successful Collection PIN or QR verification at pick-up;
• photographic evidence of Shipment condition at collection;
• GPS location data confirming attendance at the collection address;
• timestamp records confirming the date and time of collection;
• successful Delivery PIN or QR verification at delivery;
• photographic evidence of Shipment condition at delivery; and
• GPS location data confirming attendance at the delivery address.

The Company shall not be liable for any loss, damage or claim where all of the above verification steps have been completed successfully unless credible evidence of fraud, tampering or manifest error is provided by the Customer.

11. High-Value and Luxury Goods

11.1 High-value, luxury or confidential items may be accepted only with prior written approval.

11.2 The Company may apply enhanced discretion and handling procedures for such Shipments.

11.3 Acceptance of high-value Shipments does not increase liability beyond the limits stated in these Terms unless expressly agreed in writing.

11.4 No automatic insurance is provided.

11.5 Optional enhanced liability cover may be available upon written request and subject to additional fees.

11.6 The Customer is responsible for accurately declaring the value of any Shipment.

11.7 Where value is not declared prior to collection, the Company's liability shall remain limited to the standard liability limit stated in these Terms.

11.8 Any claim relating to Shipment value must be supported by reasonable documentary evidence of ownership and value.

11.9 Service Pricing and Content Value

The price charged for any Service is based solely upon the size, weight and operational requirements of the Shipment and does not reflect, relate to or constitute any representation regarding the value of the contents.

The selection of a Small, Medium, Large, XL, Relocation, Pallet or Other service category by the Customer relates exclusively to the physical characteristics of the Shipment and not to its monetary value.

The Company does not provide insurance cover for Shipment contents as part of any standard service. The Customer is solely responsible for ensuring that appropriate insurance is in place for the full replacement value of any Shipment prior to collection.

Where the Customer fails to declare the value of a Shipment prior to collection, the Company's liability shall in all circumstances be limited to £100 or the actual direct loss proved, whichever is lower, irrespective of the actual value of the contents.

No liability shall attach to the Company for the value of any contents which were not declared, not visible, not verifiable and not agreed in writing prior to collection.

11.10 High-Value Shipments — Mandatory Special Request

Any Shipment containing goods with a declared or estimated value exceeding £500 must be booked exclusively as a Special Request and cannot be accepted under the standard Small, Medium, Large or XL service categories.

High-value Shipments include but are not limited to:

• jewellery, watches, precious stones or metals;
• cash, banknotes, cheques or negotiable instruments;
• fine art, antiques or collectibles;
• luxury goods exceeding £500 in value;
• legal documents, contracts, title deeds or confidential papers;
• electronic devices exceeding £500 in value;
• any item the Customer considers irreplaceable or of significant monetary or sentimental value.

Where a Customer books a standard service category for a Shipment which contains high-value goods without prior written approval from the Company:

• the Company's liability shall remain limited to £100 regardless of the actual value of the contents;
• the Company reserves the right to refuse, suspend or cancel the booking upon discovery;
• no enhanced liability or insurance cover shall apply automatically; and
• the Customer shall be solely responsible for any loss, damage or liability arising from the failure to declare the value and book the appropriate Special Request service.

Where a Customer fails to declare a high-value Shipment and books a standard service, any loss, damage or dispute arising from that Shipment shall be entirely at the Customer's own risk and no claim shall lie against the Company.

The Customer's failure to declare value and book the appropriate Special Request service shall constitute a breach of these Terms and the Customer shall have no recourse against the Company in respect of any loss howsoever arising.

Enhanced liability cover for high-value Special Request Shipments is available upon prior written request and subject to additional fees agreed between the Parties before collection.

11.11 Special Request Booking Process

Special Request bookings must be submitted through the Company's online booking platform. The Customer must provide:

• a full description of the Shipment including dimensions, weight and nature of contents;
• the declared value of the contents;
• any relevant photographs of the Shipment where requested;
• any specific handling, access or delivery requirements; and
• any other information reasonably requested by the Company.

Upon receipt of a Special Request submission, the Company shall review the information provided and issue a written quotation to the Customer. No Special Request shall be confirmed until:

• the Customer has accepted the quotation in writing;
• payment of any applicable fee has been confirmed; and
• the Company has confirmed the collection date, time and slot in writing.

The Company reserves the right to decline any Special Request at its sole discretion without providing reasons.

No Special Request shall be treated as confirmed until all of the above steps have been completed. Any collection or delivery attempted prior to written confirmation shall be at the Customer's own risk.

11.12 Relocation and Pallet Services — Operational Assessment

Relocation and Pallet services are subject to prior operational assessment by the Company. The Customer must accurately declare at the time of booking:

• the full inventory of items to be relocated or transported;
• the dimensions and weight of all items including pallets;
• access conditions at both collection and delivery locations including stairs, lifts, narrow access and parking availability;
• whether any items require more than one person to safely lift or carry; and
• any specialist handling, equipment or access requirements.

Where the Company determines following assessment that a Relocation or Pallet service requires additional personnel, specialist equipment or extended operational time, the Company reserves the right to:

• allocate a second or additional operator at an additional charge;
• adjust the quotation accordingly prior to confirmation;
• postpone, refuse or cancel the service where safe completion is not operationally feasible; or
• apply additional charges where undisclosed requirements are discovered at the point of collection.

The Company shall not be liable for any damage to property, fixtures, fittings or third party items arising during Relocation services where the Customer has failed to disclose relevant access conditions, item dimensions or handling requirements at the time of booking.

The Customer accepts full responsibility for ensuring that the premises and access routes are suitable and safe for the Relocation or Pallet service booked.

11.13 Relocation Service Scope

The Relocation Service is intended for the transportation of personal belongings, household items, office equipment, furniture and similar goods between locations.

Unless expressly agreed in writing by the Company prior to collection, the Relocation Service includes transportation only and does not include:

• packing or unpacking of items;
• dismantling, assembly or reassembly of furniture;
• installation, removal or disconnection of electrical, plumbing, gas, internet or other utility services;
• specialist lifting equipment, cranes, hoists or mechanical handling equipment;
• disposal of waste, unwanted items or hazardous materials; or
• any service not expressly confirmed in writing by the Company.

Unless otherwise agreed in writing, Relocation Services are provided with one operative only, in accordance with clause 6.12 of these Terms. Where the Company reasonably determines that additional personnel, vehicles, equipment or operational time are required, additional charges shall apply and must be accepted by the Customer in writing before the Service proceeds.

The Customer is responsible for ensuring that all items are adequately packed, prepared and suitable for transportation unless separate packing services have been expressly agreed in writing.

The Customer must disclose any access restrictions, staircases, lift limitations, narrow corridors, parking restrictions or other circumstances that may affect the safe completion of the Relocation Service at the time of booking.

The Company shall not be liable for delays, additional costs, failed services or superficial or cosmetic damage to items or property where caused by restricted, undisclosed or inadequate access routes, inaccurate or incomplete information provided by the Customer, or circumstances beyond the Company's reasonable control. Nothing in this clause excludes or limits any liability which cannot lawfully be excluded under clause 19.4 of these Terms.

Loading and unloading times included within any quotation are estimates only. Where additional waiting time, loading time or unloading time is required beyond that reasonably anticipated, the Company reserves the right to apply additional operational charges, which must be accepted by the Customer in writing before additional time is committed.

12. Prohibited Goods, Packaging and Shipment Responsibility

12.1 The Company does not transport:

• flammable materials;
• explosives;
• hazardous substances;
• illegal goods;
• dangerous items;
• live animals of any kind; or
• any goods prohibited under applicable law.

12.2 Live plants, perishable flowers or temperature-sensitive botanical items may only be accepted as a Special Request booking in accordance with clause 11.11. The Company shall not be liable for deterioration, wilting, damage or loss of such items arising from delay, transit conditions or failed delivery. Transportation of live plants is entirely at the Customer's own risk.

12.3 The Company may refuse any Shipment where non-compliance is suspected.

12.4 The Customer is solely responsible for ensuring that Shipments are properly packaged and suitable for transportation.

12.5 Fragile items are transported entirely at the Customer's risk unless otherwise agreed in writing.

12.6 The Company shall not be liable for damage arising from:

• inadequate packaging;
• insufficient internal protection;
• insecure sealing;
• improper labelling; or
• unsuitable packaging materials.

12.7 Unless otherwise noted at collection, all Shipments shall be presumed to have been received in good external condition.

12.8 Where external packaging appears intact at delivery, contents shall be presumed delivered in acceptable condition unless reasonable evidence demonstrates otherwise.

12.9 Concealed Damage and Internal Contents

The Company shall not be liable for concealed damage, internal breakage or content-related damage where the external packaging appeared intact upon delivery unless clear evidence demonstrates that the damage was directly caused during transportation by the Company.

12.10 The Customer warrants that:

• the Shipment complies with applicable law;
• all declarations are accurate;
• the Shipment does not contain prohibited goods; and
• all information supplied is complete and accurate.

12.11 The Company does not verify the contents, quantity, authenticity or value of any Shipment unless expressly agreed in writing.

12.12 Perishable and Time-Sensitive Goods

Perishable, temperature-sensitive or time-sensitive goods are transported at the Customer's own risk unless expressly agreed in writing. The Company shall not be liable for deterioration, spoilage, loss of freshness, temperature-related damage or loss of value arising from delay, failed delivery, recipient unavailability or inadequate packaging.

13. Inspection, Retention and Destruction

13.1 The Company may open, inspect, retain, refuse, destroy, dispose of or deliver to relevant authorities any Shipment reasonably suspected of containing prohibited, unlawful or dangerous goods.

13.2 No refund or compensation shall be payable in such circumstances except where required by law.

13.3 All related liabilities, losses, damages, penalties and costs remain the responsibility of the Customer.

14. Payment Terms

14.1 Services are prepaid unless otherwise agreed in writing.

14.2 For Business Customers, late payment interest shall apply pursuant to the Late Payment of Commercial Debts (Interest) Act 1998.

14.3 The Company may recover reasonable administrative, legal and debt recovery costs reasonably incurred in recovering unpaid amounts.

14.4 Chargebacks and Payment Reversals

Where a chargeback, payment reversal or disputed transaction occurs, the Company reserves the right to:

• recover the outstanding amount;
• recover associated administrative costs and payment processing fees;
• suspend services;
• terminate Customer accounts pending resolution; and/or
• take legal or debt recovery action where appropriate.

14.5 The Customer agrees not to initiate unjustified chargebacks where services have been provided in accordance with these Terms.

14.6 Where a Customer initiates a chargeback, payment dispute or reversal in respect of a completed Service, the Company reserves the right to submit GPS records, PIN and QR verification data, photographic evidence, timestamps, driver reports and all other operational records as evidence of completed collection and delivery to the relevant payment processor, bank, card issuer or financial institution.

14.7 The initiation of an unjustified chargeback where collection and delivery has been completed and verified in accordance with clause 10.9 shall constitute a breach of these Terms and may result in:

• debt recovery action for the full amount of the chargeback plus associated administrative costs;
• reporting to fraud prevention agencies and payment processors;
• suspension or permanent termination of the Customer's account; and
• legal proceedings where the Company considers it appropriate.

14.8 Account Non-Payment, Suspension and Termination

Where a Customer account, business account, credit facility, bundle, contract plan or any other registered account arrangement remains unpaid after the applicable due date, the Company may issue a payment reminder and require payment within 7 days.

If payment remains outstanding after that period, the Company may suspend the account, restrict access to services, pause bookings, withhold further services and require all outstanding sums to be paid before services are restored.

If payment remains outstanding for more than 30 days after the original due date, the Company may terminate the account and cancel any associated contract, bundle, credit facility or service arrangement.

Upon termination for non-payment, the Company may delete, deactivate or archive the account and related operational records, subject always to any legal, accounting, tax, fraud prevention, dispute resolution or regulatory retention requirements.

Late payment interest, administrative charges, debt recovery costs, legal costs and any unpaid balance may be added to the outstanding amount to the fullest extent permitted by law.

The Company reserves the right to take formal debt recovery action, issue legal proceedings through the courts of England and Wales, instruct debt recovery agents or solicitors, and rely on all lawful remedies available to recover unpaid sums.

Suspension, termination or deletion of an account shall not affect the Customer's obligation to pay any outstanding amounts, interest, charges, costs or legal expenses due to the Company.

15. Active Account Credit Facility

15.1 Active Accounts are discretionary commercial credit facilities.

15.2 The Company may withdraw, suspend or modify any credit facility at any time.

15.3 Non-payment may result in immediate suspension, acceleration of outstanding sums, statutory interest, debt recovery action and conversion to prepaid services.

15.4 Credit facilities are commercial privileges and not contractual entitlements.

16. Business Bundles

16.1 Business Bundles may operate on a prepaid or post-paid basis as agreed in writing.

16.2 Unless otherwise agreed in writing, Business Bundles shall be treated as prepaid.

16.3 Deliveries included within Business Bundles are non-refundable and non-transferable unless expressly agreed otherwise.

16.4 A delivery allocation is deemed used once a driver has been assigned.

16.5 In the event of conflict between these Terms and any separately executed written business agreement, the written business agreement shall prevail to the extent of the inconsistency.

16.6 Unused bundle allocations shall expire after the applicable validity period and shall not be redeemable for cash, refund or account credit unless otherwise agreed in writing.

16.7 Business Bundles are non-transferable and may not be resold, shared or commercially redistributed without prior written consent from the Company.

17. Right of Lien

17.1 The Company has a general lien over all Shipments in its possession for any sums due from the Customer.

17.2 The Company may exercise all lawful rights available to enforce recovery of unpaid sums.

18. Set-Off

18.1 The Company may set off any amount owed to the Customer against any sums due from the Customer.

19. Limitation of Liability

19.1 For Business Customers, subject to clauses 19.3 and 19.4, the Company's maximum liability in respect of any Shipment shall not exceed the lower of:

• £100; or
• the actual direct loss proved by the Customer.

19.2 For Consumer Customers, where the value of a Shipment has not been declared prior to collection, the Company's maximum liability shall not exceed £100 or the actual direct loss proved, whichever is lower.

Where a value has been declared, such declaration shall not of itself increase the Company's liability.

The Company's liability shall only exceed the standard liability limit where:

1. the Shipment has been disclosed as a high-value Shipment;
2. the Shipment has been accepted by the Company as a Special Request in writing prior to collection; and
3. any enhanced liability cover has been expressly agreed in writing and any applicable additional fee has been paid.

In the absence of all of the above requirements, the Company's liability shall remain limited to the standard liability limits set out in these Terms, irrespective of the actual or declared value of the Shipment.

This clause is subject always to clause 19.4 and any applicable mandatory consumer protection law.

19.3 The Company shall not be liable for indirect loss, consequential loss, loss of profit, loss of business, loss of opportunity, reputational damage, business interruption, emotional distress, inconvenience or delay-related losses.

19.4 Nothing in these Terms excludes or limits liability which cannot lawfully be excluded or limited, including:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• liability for defective products under the Consumer Protection Act 1987; or
• any other liability which cannot be excluded by law.

19.5 For Business Customers, all exclusions and limitations are intended to apply only to the fullest extent permitted by law and subject to any applicable requirement of reasonableness under the Unfair Contract Terms Act 1977.

19.6 Customers requiring additional protection should arrange independent insurance or request enhanced liability cover prior to collection.

20. Claims Procedure

20.1 Visible damage should be reported at the time of delivery where reasonably possible.

20.2 Consumer Customers should notify the Company of visible damage at the time of delivery where possible, or within a reasonable time after discovery of any damage or loss, and in any event within 14 days of delivery unless the damage or loss could not reasonably have been discovered within that period.

20.3 Business Customers must notify the Company within 24 hours of delivery or within a reasonable time after discovery of any latent issue.

20.4 All claims must be submitted in writing to admin@hyperway.co.uk together with reasonable supporting evidence including, where applicable, photographic evidence, proof of value and proof of ownership.

20.5 Failure to follow this procedure may affect assessment of the claim but shall not exclude any rights which cannot lawfully be excluded.

21. Force Majeure

21.1 The Company shall not be liable for failure or delay caused by events beyond its reasonable control including traffic congestion, weather conditions, strikes, civil unrest, cyber attacks, technical failures, government action, road closures, accidents, vehicle breakdowns, pandemics, public emergencies or third-party infrastructure failures.

22. Indemnity

22.1 The Customer shall indemnify and keep indemnified the Company against all liabilities, claims, losses, damages, fines, penalties, costs and expenses arising from breach of these Terms, prohibited or unlawful goods, inaccurate declarations, unsafe packaging, regulatory breaches, third-party claims relating to the Shipment, or acts or omissions of the Customer or recipient.

23. Customer Conduct and Driver Protection

23.1 The Company may refuse, suspend or terminate services where the Customer, recipient or any third party behaves in an abusive, threatening, aggressive, discriminatory, unsafe or unlawful manner towards drivers, staff or representatives of the Company.

23.2 The Company may permanently restrict or block access to services where misuse, abuse, fraud, harassment or repeated non-compliance occurs.

24. Confidentiality

24.1 The Company may treat information relating to premium, confidential or high-value Shipments as confidential.

24.2 Nothing in these Terms prevents disclosure where required by law, court order, regulatory obligation or law enforcement request.

25. Intellectual Property Rights

25.1 All intellectual property rights relating to the Company's branding, trading names, website, dispatch systems, tracking systems, PIN and QR infrastructure, software, databases, algorithms, source code, operational systems and proprietary logistics processes shall remain the exclusive property of HYPERWAY LOGISTICS LTD.

25.2 Nothing in these Terms grants any licence or ownership rights without prior written consent.

25.3 Any unauthorised copying, reverse engineering, commercial exploitation, extraction of data or interference with Company systems is strictly prohibited.

26. Platform Access, System Availability and Digital Services

26.1 The Company does not guarantee uninterrupted access to its website, platform, booking system, tracking system or digital services.

26.2 The Company shall not be liable for temporary downtime, maintenance, third-party software failures, internet outages, cyber incidents, payment processor issues or technical interruptions beyond its reasonable control.

26.3 The Company may update, suspend, restrict or modify platform functionality at any time for security, maintenance, operational or legal reasons.

27. Data Protection

27.1 Personal data shall be processed in accordance with UK GDPR, the Data Protection Act 2018 and the Company's Privacy Policy.

27.2 The Company may retain operational records, transaction records, communication records, GPS records, PIN/QR verification records and delivery evidence for operational, security, fraud prevention, legal compliance and dispute resolution purposes.

27.3 The Company's full Privacy Policy, which sets out how personal data is collected, used, stored, retained and protected, is available at: https://hyperway.co.uk/privacy-policy

27.4 The Company is registered with the Information Commissioner's Office (ICO). ICO Registration Number: ZC002604.

28. Electronic Communications and Digital Evidence

28.1 The Customer agrees that the Company may communicate using email, SMS, platform notifications, electronic records and digital communications.

28.2 Electronic communications shall constitute valid notice for contractual and operational purposes.

28.3 Electronic records, digital confirmations, timestamps, GPS logs, photographs, call logs, payment records and platform records may be used as evidence in disputes, debt recovery or legal proceedings.

29. Entire Agreement

29.1 These Terms constitute the entire agreement between the parties and supersede all prior discussions, representations, warranties, understandings or agreements relating to the Services, whether oral or written.

29.2 The Customer confirms that in entering into this agreement it has not relied upon any representation, warranty or undertaking not expressly set out in these Terms.

29.3 No statement, promise, assurance or representation made by any driver, operative, agent or representative of the Company shall have contractual effect unless confirmed in writing by the Company via admin@hyperway.co.uk.

30. Severability

30.1 If any provision is found invalid or unenforceable, the remaining provisions shall remain enforceable.

31. No Waiver

31.1 Failure or delay in enforcing any provision shall not constitute a waiver of rights.

32. Limitation Period

32.1 Claims must be notified to the Company in writing within a reasonable time of discovery and in any event within the applicable statutory limitation period.

32.2 For Business Customers, claims must be formally commenced within 6 years of the date the cause of action arose, in accordance with the Limitation Act 1980.

32.3 Nothing in this clause affects any limitation period which cannot lawfully be restricted or which applies mandatorily under applicable consumer protection law.

33. Amendments

33.1 The Company may amend these Terms from time to time for future bookings.

33.2 Any revised Terms shall apply only to bookings made after publication of the revised version.

33.3 The Terms in force at the time of booking shall continue to apply to that booking.

33A. Notices and Communications

33A.1 All formal notices, cancellations, claims, complaints, requests and communications under or in connection with these Terms must be submitted in writing by email to admin@hyperway.co.uk.

33A.2 A notice sent by email to admin@hyperway.co.uk shall be deemed received within 24 hours of the time of sending, provided no delivery failure notification is received by the sender.

33A.3 Communications made by telephone, WhatsApp, SMS, social media, live chat or any other channel shall not constitute valid formal notice under these Terms and shall not be binding on the Company unless subsequently confirmed in writing by the Company via admin@hyperway.co.uk.

33A.4 The Company may communicate with the Customer using the email address or contact details provided at the time of booking. The Customer is responsible for ensuring that contact details provided are accurate and up to date.

34. Governing Law and Dispute Resolution

34.1 These Terms are governed by the laws of England and Wales.

34.2 The courts of England and Wales shall have exclusive jurisdiction.

34.3 Prior to commencing formal legal proceedings, the parties shall use reasonable efforts to resolve disputes through written notice and good faith negotiations for a period of 14 days.

34.4 Nothing in this clause prevents either party from seeking urgent injunctive relief or taking immediate action to recover unpaid sums.

34A. Alternative Dispute Resolution

34A.1 The Company is committed to resolving complaints and disputes promptly and fairly. In the first instance, Customers should contact the Company in writing at admin@hyperway.co.uk to seek resolution of any complaint or dispute.

34A.2 The Company will endeavour to respond to all formal complaints within 14 working days of receipt.

34A.3 In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, the Company is required to inform Consumer Customers of the availability of certified Alternative Dispute Resolution (ADR) schemes.

34A.4 The Company does not currently participate in or subscribe to any certified ADR scheme. However, Consumer Customers who remain dissatisfied following the Company's internal complaints process may seek independent advice or pursue resolution through the following routes:

• Citizens Advice — www.citizensadvice.org.uk
• Trading Standards — via the local authority or Citizens Advice referral;
• His Majesty's Courts and Tribunals Service (HMCTS) — for claims through the Small Claims Court where applicable.

34A.5 Nothing in this clause restricts or limits the right of any Consumer Customer to commence legal proceedings before the courts of England and Wales at any time.

35. Complimentary Items and Promotional Goods

35.1 Any complimentary goods, promotional items, samples, vouchers, benefits or goodwill items supplied by the Company are provided strictly on an "as is" and "as available" basis.

35.2 The Company makes no representation or warranty regarding the quality, suitability, durability, compatibility or fitness for purpose of Complimentary Items except where liability cannot lawfully be excluded.

35.3 The use, storage, transfer or handling of Complimentary Items shall be entirely at the Customer's and/or recipient's own risk.

35.4 To the fullest extent permitted by law, the Company shall not be liable for any loss, damage, injury, expense or claim arising directly or indirectly from Complimentary Items once supplied or delivered.

35.5 Complimentary Items are supplied voluntarily and do not form part of the paid courier service.

35.6 Nothing in this clause excludes or limits liability for death, personal injury or damage caused by defective products under the Consumer Protection Act 1987, or any other liability which cannot lawfully be excluded or limited.

36. Fraud, Suspicious Activity and Compliance

36.1 The Company reserves the right to refuse, suspend, investigate or cancel any booking where fraud, suspicious activity, money laundering concerns, stolen payment methods, sanctions concerns, unlawful conduct or misuse of services is suspected.

36.2 The Company may cooperate with payment processors, financial institutions, insurers, regulators and law enforcement authorities where reasonably necessary.

36.3 The Company reserves the right to retain operational records, communication records and transaction information for fraud prevention, legal compliance and dispute resolution purposes.

36.4 The Company may request identity verification, business verification, proof of ownership, payment verification or other reasonable supporting documentation before accepting, continuing or releasing any Shipment or account service.

36.5 The Company reserves the right to refuse, cancel or permanently block bookings from individuals or organisations where the Company reasonably suspects systematic cancellation patterns, commercial intelligence gathering, misuse of the booking platform or any conduct inconsistent with genuine use of the Services.

36.6 Where loss, damage or any other claim is found to have occurred as a result of collusion between a Customer and any driver, employee, agent or representative of the Company, both parties shall be jointly and severally liable for all losses, costs, damages and expenses suffered by the Company arising from such collusion. The Company reserves the right to pursue all available legal remedies against all parties involved.

37. Acceptance of Terms

37.1 By booking, using or paying for any Service, the Customer confirms acceptance of these Terms.

37.2 Where the Customer books on behalf of another person or business, the Customer confirms they have authority to bind that person or business to these Terms.

37.3 Clauses relating to payment, liability, indemnity, intellectual property, confidentiality, data retention, dispute resolution and legal rights shall continue to apply after termination or completion of the Services.

Special Promotion

The Company may run time-limited promotional pricing campaigns from time to time. Where a Promotional Offer is live, the specific terms below apply in addition to the Company's standard Terms and Conditions in full - nothing below removes or reduces the protections, liability limits or Consumer rights set out elsewhere in these Terms.

Promotional Rate and Period

The promotional rate applies only during the period stated above and only to eligible standard courier packages/items that fall within the promotional size limit below and comply with these Terms in full. Eligibility is determined by the confirmed collection date selected by the Customer, which must fall within the Promotional Period; the date the booking is made is not relevant if the confirmed collection date falls outside that period. As a same-day service, delivery shall take place on the same date as collection. Booking during the Promotional Period does not automatically qualify an item - eligibility depends on its actual size, nature, handling requirements, access conditions and packaging.

Promotional Size Limit

Maximum Items, Booking Slots and Fair Use

The Promotion is limited to a maximum of 4 packages/items per booking. Where a booking contains more than 4 items, the Company's booking system shall automatically direct the excess quantity to a Special Request, which shall not benefit from the promotional rate. Splitting a single move or consignment into multiple promotional bookings to circumvent this limit is not permitted, and the Company reserves the right to refuse or reclassify such bookings.

Promotional bookings are allocated by available time slot; where a time slot has already been taken, the Customer must select the next available slot. The Company reserves the right to refuse, cancel or reclassify bookings made using multiple customer accounts, names, telephone numbers or payment methods where these appear to be used to circumvent slot availability or the quantity limits set out in this section, in accordance with clause 36.

Eligible Service Area

The Promotion applies only to eligible standard same-day courier deliveries within London and the M25. Deliveries outside the M25 are not eligible for the £15 rate unless expressly accepted by the Company in writing and separately quoted. All promotional bookings remain subject to driver availability, operational feasibility, traffic conditions, road restrictions, access conditions and payment confirmation.

Eligible Items

The Promotion may apply to eligible standard courier packages/items including parcels, boxes, documents, bags, suitcases, retail items, office items, samples, event materials and small furniture or similar items, provided that each item does not exceed 100 × 70 × 70 cm, is suitable for safe one-person handling, is properly packaged and prepared for transport, can be collected and delivered without specialist equipment, does not require dismantling, assembly, installation, removal, disconnection, reconnection or two-person handling, and does not present an operational, access, manual handling, safety or damage risk.

Not Eligible for the £15 Rate

Televisions, Monitors and Small Furniture

Televisions, monitors and small furniture or tables (including flat-pack or assembled) are eligible for the £15 rate provided that each item does not exceed 100 × 70 × 70 cm, does not exceed £250 in value, and is suitable for safe one-person handling.

This proof of purchase, together with the Company's standard photographic and PIN/QR verification procedures at collection and delivery (clauses 10.8 - 10.9), shall constitute evidence of the condition and value of the item prior to collection. Where collection and delivery have been completed and verified in accordance with clause 10.9, no claim for damage or higher value shall be accepted unless credible evidence of fraud or manifest error is provided, and the Company's liability shall in any event remain limited to £100 or the value evidenced by the proof of purchase, whichever is lower, in accordance with clause 19. Any proof of purchase or supporting documentation submitted by the Customer shall be processed in accordance with the Company's data protection obligations (clause 27) and Privacy Policy; the Company is registered with the Information Commissioner's Office, registration number ZC002604.

Packaging, Access and Manual Handling

The Customer is solely responsible for ensuring that each item is properly packaged, protected, sealed, prepared and ready for collection at the agreed time. The Company does not provide packing, unpacking, dismantling, assembly, installation, disconnection or specialist preparation as part of the Promotion unless expressly agreed in writing and separately charged. The Customer must disclose at the time of booking any access restrictions or handling issues (stairs, lack of lift access, narrow corridors, restricted building access, loading or parking limitations, gated access, concierge restrictions, or any circumstance that may affect safe collection or delivery). Where a driver reasonably considers that the item, premises, access route or handling requirement creates a health and safety, operational or damage risk, the Company may refuse collection, cancel the booking, require additional charges, or require the booking to be treated as a Special Request.

Charges Not Included in the Price

Booking Accuracy, Driver Inspection and Attendance Fee

The Customer is responsible for accurately declaring the correct package size, quantity, dimensions, item type, collection and delivery details, access conditions and handling requirements. All promotional bookings remain subject to inspection and operational assessment by the driver at the point of collection. Where the actual item differs from the booking information provided, exceeds the promotional size limit, requires specialist or two-person handling, is insufficiently prepared, or otherwise falls outside the scope of the Promotion, the Company may refuse collection, cancel or reclassify the booking, apply additional charges, require a new quotation or booking, or treat it as a Special Request.

Proof of Delivery is Conclusive

Once the Delivery PIN or QR code has been provided by the recipient and verified together with photographic evidence, GPS location data and timestamp records in accordance with clause 10.9 of the Company's standard Terms and Conditions, this shall constitute strong evidence of successful and satisfactory delivery. A subsequent complaint, assertion or dispute raised by the Customer after such verification shall not override this evidence, save where the Customer provides credible evidence of fraud, tampering or manifest error in accordance with clause 10.4. This does not affect any statutory right of a Consumer Customer which cannot lawfully be excluded or limited, including those set out in clauses 2.2, 2.3 and 8.6.

Consumer Rights

Nothing in this section excludes or limits any statutory rights available to Consumer Customers under applicable consumer protection law. Where a Consumer Customer books a promotional delivery for a specific collection date, delivery date or time slot, the statutory 14-day cancellation right may not apply where the transport service exemption under Regulation 28(1)(h) applies, in accordance with clause 8.6. This does not affect any Consumer Customer's right to a refund, repeat performance, price reduction or other remedy required by law, including where the Company has failed to provide the Service with reasonable care and skill.

No Combination With Other Offers

The Promotion cannot be combined with any other discount, voucher, promotional code, account rate, Business Bundle, Active Account credit facility, referral credit or separately negotiated rate unless expressly confirmed in writing by the Company.

Availability, Withdrawal and Misuse

Promotional bookings are subject to limited availability. The Company reserves the right to withdraw, suspend, amend, limit or refuse the Promotion at any time where required due to operational capacity, driver availability, excessive demand, route feasibility, pricing errors, misuse, suspected fraud, suspicious activity, platform abuse or other reasonable business circumstances, in accordance with clause 36. Any booking already confirmed prior to withdrawal shall continue to be honoured at the confirmed promotional price, save where clause 4.6 (platform and pricing errors) applies.

Pricing and Platform Errors

The Company shall not be bound by any booking affected by technical errors, system malfunctions, incorrect promotional pricing, duplicated charges, obvious mistakes or platform errors, and clause 4.6 shall apply accordingly, including the Company's right to cancel, suspend or correct the booking and to issue a refund where payment has been taken.

Relationship With the Company's Standard Terms and Conditions

All promotional bookings remain subject to the Company's standard Terms and Conditions in full, including but not limited to clauses relating to formation of contract, geographical scope and road charges, address accuracy, failed delivery, access conditions, manual handling, shipment classification, proof of delivery and tracking (clause 10), high-value shipments (clause 11.10), prohibited goods, payment terms, limitation of liability, claims procedure, force majeure, customer conduct, data protection, and fraud and suspicious activity. Any specific eligibility criteria, size or quantity limits, exclusions, fees or pricing set out in this section shall apply in addition to, and take precedence over, the general pricing provisions of clause 5 for bookings falling within the scope of the Promotion. Save as set out above, nothing in this section shall exclude, limit, restrict or override the Company's standard Terms and Conditions, including but not limited to clauses relating to proof of delivery (clause 10), limitation of liability (clause 19), claims procedure (clause 20), data protection (clause 27) and governing law and dispute resolution (clause 34), which shall continue to apply in full. Nothing in this section affects any statutory right which cannot lawfully be excluded or limited, including the rights of Consumer Customers under clauses 2.2 and 2.3.