# SYNERGIX SAMEDAY SOLUTIONS LIMITED

# STANDARD TRADING TERMS AND CONDITIONS

Version: 4.0

Effective date: 14 AUGUST 2026

Application: Account work, regular work, one-off work and ad hoc Bookings under one set of Terms

Synergix Sameday Solutions Limited

Company number: 15231055

Registered office: 68 Nottingham Road, Eastwood, Nottingham, England, NG16 3NQ

Trading and correspondence address: Unit 73, Bedford Street, Stoke-on-Trent, ST1 4PZ

Operations, complaints and claims: ops@synergixsameday.com‍ ‍

Telephone: 01782 911 181

## Important notice

These Terms govern every accepted Booking, whether the Customer has an account or uses the Company once. They contain customer declarations, charges for changes and failed work, payment obligations, limits of liability, claim deadlines and rights to retain Goods for unpaid Charges. The Customer must read them before Booking, provide accurate information and consider insurance for the full value of the Goods.

For a Business Customer, the standard goods limit is £25,000 per Consignment at or below 1,500kg, or £1,300 per tonne of Affected Goods for a Consignment above 1,500kg. Enhanced Liability is available only if expressly accepted before the relevant custody or Service starts. Insurance maintained by the Company supports its legal liability; it is not full-value cargo insurance for the Customer.

For Business Customer standard-vehicle cancellations within 24 hours of collection or after actual dispatch, the Company may charge up to 100% of the affected Base Booking Price. It normally seeks to follow the staged guide in clause 18.2 (25%, 50%, 75% or 100%, according to stage), but a reasonably substantiated higher commitment or net loss can justify exceeding that guide up to the maximum. Before dispatch and more than 24 hours ahead, the usual guide is 0% subject to qualifying commitments or an agreed reserved-capacity arrangement. Savings and refunds are credited, and the same loss is not charged twice. Consumer clause 32 prevails.

Specialist Vehicle waiting is normally £45-£120 per hour excluding VAT. If no rate is agreed, third-party specialist waiting uses the supplier hourly rate x 125%, with a £45 minimum and £120 maximum; Company resources default to £45. Included site time normally remains 30 minutes for Light Vehicles and 60 minutes for Heavy Vehicles at each end. Specialist cancellation can attract charges from resource commitment, even more than 48 hours before start, up to 100% of the affected Base Booking Price under the evidenced calculation in clause 18.5, with savings and refunds credited. Clauses 18.5 and 19.8 contain the calculation, limits and permitted expressly agreed variations. Consumer clause 32 prevails.

The same Terms apply to personal Consumer Bookings. Clause 32 overrides any conflicting restriction where consumer law requires it. Mandatory CMR or other transport law also takes priority. An account, a VAT number, a one-off Booking or the description of a job does not, by itself, determine whether the Customer is a Business Customer or Consumer.

## 1. Definitions and interpretation

### 1.1 Definitions

In these Terms:

Affected Goods means the particular Goods actually lost, misdelivered, short or damaged. Where only part of a Consignment is affected, liability is calculated using only the value and gross weight of that part.

Agreed Rate Schedule means a written schedule of fixed or formula rates expressly accepted by the Company and stated to apply to the Customer for a defined period, service and scope. A previous quotation, Booking, invoice or course of dealing is not an Agreed Rate Schedule.

Booking means a request for Services made by telephone, email, website, portal, app, text message, WhatsApp, transport platform, purchase order or any other method and accepted by the Company.

Booking Confirmation means the Company's acceptance and recorded job particulars supplied to the Customer by email, portal, rate confirmation, job sheet or another durable communication. An internal record not communicated to the Customer is evidence of events but does not impose a new price or term by itself.

Business Customer means a person acting wholly or mainly for purposes relating to that person's trade, business, craft or profession.

Business Day means Monday to Friday, excluding bank and public holidays in England.

Charges means the quoted charges and all waiting time, demurrage, tolls, parking, clean-air or congestion charges, customs costs, cancellation charges, storage, return, redelivery, handling, administration and other sums payable under the Contract.

Company means Synergix Sameday Solutions Limited, company number 15231055. Directors, officers, employees, drivers, agents and subcontractors are protected separately under clause 22.11; they are not substituted for the contracting Company.

Consignee means the person, business, site or organisation to which the Company is instructed to deliver the Goods.

Consignment means the Goods accepted at one time as one recorded vehicle load for a collection-to-delivery movement. Separately priced and recorded vehicle loads or movements are separate Consignments unless expressly agreed otherwise. A change of vehicle, transhipment, temporary storage or repeated attempt to deliver the same Goods does not create a new limit for the same loss. Multi-drop allocation must be recorded under clause 31.6. Clause 22.10 controls aggregation; mandatory law prevails.

Contract means the contract for a Booking comprising the documents listed in clause 2.4.

Customer means the individual, company, partnership or other person that contracts with the Company for the Booking. A consignor, Consignee, owner, employee or agent is not automatically the Customer merely because it supplies, signs for or receives Goods. A person booking as agent must identify its principal and authority before acceptance; otherwise that person contracts as principal, subject to mandatory law.

Customer Default means any act, omission, breach, delay or inaccurate instruction of the Customer, owner, consignor, Consignee or any person for whom the Customer is responsible that prevents, hinders, increases the cost of or delays the Services.

Dangerous Goods means goods regulated as dangerous under ADR, the Carriage of Dangerous Goods and Use of Transportable Pressure Equipment Regulations 2009, or any replacement legislation, and anything presenting a hazard to persons, property or the environment.

Declared Value means the value of the Goods stated by the Customer in writing before the Booking is accepted and supported by evidence reasonably required by the Company.

Dedicated Service means a service expressly identified as dedicated in the Booking Confirmation, under which the vehicle is allocated to the Customer's Goods for the agreed movement subject to lawful operational, safety and emergency requirements.

Enhanced Liability means an increased contractual limit expressly accepted by the Company under clause 23 before the relevant custody or Service starts.

External Cost means the amount, excluding VAT recoverable by the Company, that the Company pays or is liable to pay to a driver, subcontractor, warehouse, supplier, authority or other third party because of a Booking, additional service, Customer Default or changed instruction.

Force Majeure Event means an event outside the affected party's reasonable control, including severe weather, fire, flood, epidemic or pandemic, war, terrorism, civil disorder, industrial action, road congestion, road closure, accident, vehicle breakdown despite reasonable maintenance, infrastructure failure, port or ferry disruption, customs delay, government or regulatory action, cyber incident affecting material third-party infrastructure, or failure of a supplier or subcontractor caused by such an event.

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

Base Booking Price means the agreed price, excluding VAT, for the affected original movement or reserved capacity, excluding separately charged waiting, handling, storage, duties, disbursements and other extras. For a Consumer the payable equivalent includes applicable VAT.

Customer Equipment means a Customer-controlled trailer, chassis, container, pallet, cage, stillage, lifting or loading equipment or other property supplied for the Services, excluding Goods where separately identified.

Goods means all goods, pallets, parcels, packages, containers, documents, machinery, materials and other property supplied for the Services.

Heavy Vehicle means a goods vehicle or combination with a plated maximum authorised mass above 3,500kg, unless the Booking expressly identifies a different tariff category.

Light Vehicle means a van or goods vehicle with a plated maximum authorised mass at or below 3,500kg. Vehicle categories for Charges depend on the booked vehicle, not the weight of the Goods.

Storage Lot means the Goods accepted together under a recorded intake for planned storage. Its identity and gross weight must be recorded before acceptance. Splitting, repacking or moving a lot does not create additional liability limits.

POD means any evidence of collection, attempted delivery or delivery, including a paper or electronic signature, printed name, time stamp, photograph, scan, barcode, GPS or geolocation record, call or message record, driver statement, site record, portal entry or transport-management-system record.

Restricted Goods has the meaning given in clause 7.2.

RHA Conditions means the Road Haulage Association Conditions of Carriage 2024, subject to the Company being entitled to use them.

Services means any road transport, same-day delivery, collection, dedicated vehicle, general haulage, trunking, multi-drop, storage, warehousing, handling, loading assistance, unloading assistance, transhipment, cross-docking, return, redelivery, customs-related or connected logistics service supplied by the Company.

Specialist Vehicle means a vehicle, combination or vehicle-and-equipment resource expressly identified as specialist in the quotation or Booking Confirmation because its configuration, operation, reserved equipment or crew requires a specialist tariff. Examples include crane/HIAB vehicles, truck-mounted forklift/Moffett vehicles, low loaders, step-frame or extendable trailers, abnormal-load equipment, refrigerated or temperature-controlled vehicles, specialist ADR vehicles, tankers, specialist tippers, and expressly designated traction, flatbed, recovery or other specialist resources. An example does not mean that the Company offers or accepts that service. Specialist classification and its charges must be disclosed before acceptance; plated weight alone does not determine the tariff.

Standard Liability Limit means the applicable limit stated in clause 22.4.

Terms means these Standard Trading Terms and Conditions, including the integrated tariff in clause 33.

Traction-Only Service means a Service in which the Company or its subcontractor supplies a tractor unit and driver to couple to and move a trailer, container chassis or other towed equipment supplied, selected or controlled by the Customer or a third party.

Transit has the meaning given in clause 15.

Waste means any substance or object which its holder discards, intends to discard or is required to discard, and any material regulated as waste, controlled waste, hazardous waste, clinical waste, WEEE, waste batteries, waste containing persistent organic pollutants, construction or demolition waste, or under environmental or waste-shipment law.

Writing includes email, text message, WhatsApp, portal, app, transport platform and other durable electronic communications capable of being retained for later reference.

### 1.2 Interpretation

a. references to legislation include amendments and replacements;

b. the words including, includes and in particular are illustrative and do not limit the preceding words;

c. a reference to a person includes an individual, company, partnership, public authority and other legal entity;

d. headings do not affect interpretation; and

e. a requirement not to do something includes a requirement not to permit it to be done.

## 2. Application and document priority

### 2.1 One set of Terms for all Bookings

These Terms apply to account, credit, prepaid, regular, repeat, urgent, one-off and ad hoc Bookings. The Customer must disclose whether the Booking is mainly for business or personal purposes when asked. Business status is determined by the actual purpose, not frequency, payment method or labels. Nothing in a declaration deprives a Consumer of rights under clause 32.

### 2.2 Customer terms excluded

For a Business Customer, these Terms exclude terms sought through a purchase order, portal, platform, tender, invoice, instructions, trade custom or course of dealing unless a Company director expressly accepts them in Writing before the Contract forms. A previously signed binding agreement remains effective according to its own terms until lawfully varied. No driver or operations employee may accept customer legal terms.

### 2.3 Separate Bookings

Each accepted Booking is a separate Contract governed by these same Terms. An account, quotation, rate schedule or previous work creates no duty to accept future work or reserve capacity unless a director expressly agrees a capacity commitment in Writing.

### 2.4 Order of priority

In a conflict the order, highest first, is:

a. mandatory law and conventions, and clause 32 for a Consumer;

b. an express variation signed by a Company director and the Customer;

c. job, price, credit and service particulars expressly agreed in the Booking Confirmation or a current written rate confirmation, within its defined scope;

d. these Terms, including the integrated tariff; and

e. RHA Conditions validly incorporated under clause 2.5.

Customer paperwork and Goods labels do not form a further layer of contractual terms. Operational particulars cannot vary liability, claims, indemnities, lien or governing law unless the variation identifies the clause and is approved in Writing by a Company director. Agreement of a payment date or operational price does not create another set of trading terms.

### 2.5 RHA incorporation and departures

For Business Customer road carriage to which mandatory CMR does not apply, the RHA Conditions of Carriage 2024 supplement these Terms only if the Company is entitled to use them and supplies or makes the licensed text accessible before the Booking forms. The Company will supply a copy free on request and identify its membership details when incorporating them. If that entitlement or incorporation is absent, these bespoke Terms still apply without purporting to license or incorporate RHA text.

The express bespoke provisions prevail over non-mandatory RHA provisions, including the negligence-based liability basis, lighter-load cap, Affected Goods calculation, immediate enhancement process, custody and storage provisions, POD evidence, 24/48-hour notice requirements, nine-month proceedings period, Charges, credit and cancellation. RHA Conditions of Storage are incorporated only if their exact edition is identified and their licensed text is supplied before the relevant storage Contract; these Terms remain the controlling bespoke provisions.

### 2.6 Territories and mandatory transport law

These Terms apply to accepted work within or between the United Kingdom, Republic of Ireland, Channel Islands and Isle of Man and to other routes expressly accepted. Acceptance of one territory does not establish availability or insurance for another. Where CMR compulsorily applies, its liability, evidence, reservations, limitation, jurisdiction and other mandatory rules prevail. Describing a journey as international does not itself establish CMR applicability. UK-Ireland, island, Northern Ireland and ferry legs must be assessed under the applicable law and agreed route.

For ferry carriage of a loaded road vehicle and any other-mode leg, mandatory multimodal rules apply where applicable. If the Company separately arranges carriage solely as a disclosed agent, the Booking must identify that role and the applicable carrier conditions before acceptance; otherwise subcontracting does not change its contracting role. No greater CMR liability or special interest is accepted without a director's express written agreement using the required convention procedure.

### 2.7 Authority to approve changes

Only a Company director may change legal terms, accept higher liability, settle a claim, waive a Charge or authorise a deduction. An authorised operations employee may approve an operational change, extra service and its Charges within these Terms. Drivers, subcontractors and site staff cannot bind the Company to changed legal terms or higher liability.

## 3. Quotations, Bookings and contract formation

### 3.1 Quotations

Unless stated otherwise, a quotation is valid for seven days and is based on the information supplied by the Customer. Every quotation, estimate, indicative price and provisional booking is subject to availability. A quotation is not an offer capable of acceptance, does not reserve capacity and remains subject to vehicle, driver, subcontractor, equipment, route, ferry, site, regulatory and operational availability when the Company decides whether to accept the Booking.

### 3.2 Acceptance and prior disclosure

A Contract forms when an authorised Company employee accepts the Booking by telephone or in Writing, or the Company starts an expressly requested Service after these Terms have been supplied or made available before formation. An automated receipt is not acceptance unless it expressly confirms acceptance. The Company will confirm the accepted particulars in a durable communication; an internal entry is not a substitute for disclosure.

The Customer placing or confirming a Booking represents that it has authority to bind the named Customer and has had the opportunity to read the supplied Terms. Availability is not established by a quote, provisional system entry, earlier similar job or contact with a proposed driver. For a Consumer, clause 32 governs pre-contract information and early performance.

### 3.3 Checking job particulars

The Customer must check the Booking Confirmation promptly and report any error before dispatch. The Company may reasonably rely on particulars supplied or expressly confirmed by the Customer. Silence does not retrospectively introduce a new Charge, change the legal terms or override an instruction the Company actually accepted. A material discrepancy may require a pause and corrected instructions under clauses 5 and 11.

### 3.4 Previous work and set rates

Unless a current Agreed Rate Schedule expressly applies, every Booking is priced separately according to the information, capacity, market conditions, timing and resources available for that Booking. A price used for previous or regular work does not bind the Company, create a precedent or entitle the Customer to the same price on a later Booking, even where the route, Goods, vehicle or apparent scope is the same.

An Agreed Rate Schedule applies only within its stated service, scope, assumptions and validity period and remains subject to availability. Any work outside those parameters may be quoted and charged separately.

### 3.5 Changes and additional work

A change of Goods, weight, dimensions, address, route, time, stops, access, handling or special requirements may require a revised vehicle, price or timetable. The Company may refuse a change or suspend work until lawful instructions and required payment are received. The original Booking and applicable cancellation or abortive Charges remain payable where the issue is Customer Default.

Known extras are charged at the agreed price or the rates in these Terms. An extra not already covered must be explained and priced or given an agreed calculation basis before performance where practicable. Necessary safety, preservation or legally required action may be taken under clauses 7, 14 and 20 without awaiting a reply. Clause 32 governs additional payments for Consumers.

### 3.6 Call and system records

Subject to applicable data-protection law, the Company may record calls and retain communications, location records and system entries for operational, training, evidential, insurance and legal purposes. Those records are admissible as evidence of the Booking and instructions.

### 3.7 Customer purchase orders

A purchase-order number is an administrative reference only. Failure by the Customer to issue a purchase order does not affect the Contract or delay payment where the Services were requested or accepted.

## 4. Customer authority and declarations

### 4.1 Authority

The Customer warrants that it is the legal owner of the Goods or has authority from the owner and every person with a proprietary or possessory interest to:

a. enter into the Contract;

b. accept these Terms and all applicable liability limits on their behalf;

c. authorise subcontracting and the handling methods contemplated by the Services; and

d. grant the liens and disposal rights in clause 21.

### 4.2 Accuracy and completeness

The Customer warrants that all information and documents supplied by it or on its behalf are complete, accurate and not misleading, including:

a. the nature, quantity, weight, dimensions, condition and value of the Goods;

b. collection and delivery addresses, entrances and site restrictions;

c. contact names, telephone numbers, opening hours, reference numbers and delivery windows;

d. handling, loading, unloading, temperature, security and regulatory requirements; and

e. customs, export, import, safety and Dangerous Goods information.

For every manual-handling requirement, the Customer must also state the number and type of items, pallets or packages, the weight of each and total weight, the handling distance, stairs or changes of level, lift availability, room-of-choice requirement, access restrictions, and whether one or more additional persons or any equipment will be required.

### 4.3 Ongoing duty

The Customer must immediately notify the Company if any information changes or is discovered to be incorrect. Notification does not oblige the Company to continue the Services or prevent additional Charges.

### 4.4 Declared Value

The Customer must declare the full commercial value of the Goods before Booking where:

a. the value exceeds the Standard Liability Limit;

b. the Goods are Restricted Goods;

c. enhanced liability or special security is requested; or

d. the Company asks for the value.

The Declared Value is not accepted merely because it appears on an invoice, packing list, consignment note, customer portal, customs declaration or the Goods themselves.

### 4.5 Customer and Consignee responsibility

The Customer is responsible for the acts and omissions of the consignor, Consignee, owner, site operator and any person giving instructions on its behalf as if they were the Customer's own.

### 4.6 Reliance

The Customer acknowledges that the Company relies on these declarations when pricing, selecting a vehicle and subcontractor, arranging insurance and deciding whether the Goods can lawfully and safely be accepted.

## 5. Description, quantity, weight, dimensions and value

### 5.1 Customer responsibility

The Customer must provide an accurate description and the gross weight and external dimensions of each item, pallet, package or unit, including packaging.

### 5.2 Verification

The Company may weigh, measure, scan or inspect the Goods but is not obliged to do so. Acceptance or collection is not confirmation that any description, quantity, weight, dimensions, condition, contents or value is correct.

### 5.3 Sealed or packaged Goods

The Company is not responsible for checking the contents or quantity of sealed, boxed, wrapped, palletised or otherwise packaged Goods unless an inventory check is expressly included in the Booking Confirmation.

### 5.4 Consequences of incorrect information

If the actual weight, dimensions, quantity, risk or description materially differs from the Customer's information, the Company may refuse or suspend work, require corrected instructions, reprice the extra work, or obtain a replacement or additional vehicle. The Customer shall pay the original or abortive vehicle Charge under clause 9.2 and reasonable additional waiting, handling, replacement, transhipment and External Costs under clause 20. Charges must arise from the discrepancy and must not recover the same element twice. Clause 32 applies to Consumers.

## 6. Packing, labelling, securing and condition

### 6.1 Customer packing duty

Unless the Booking Confirmation expressly includes a packing service, the Customer is solely responsible for ensuring that the Goods are:

a. properly and sufficiently packed for their nature, weight, fragility, value and the planned transport and handling;

b. safely palletised, wrapped, blocked, braced and protected against normal road movement, weather and handling;

c. correctly labelled with collection, delivery, handling and orientation information;

d. free from leakage, contamination, infestation and unsafe protrusions; and

e. in a condition fit for lawful and safe transport.

### 6.2 Special characteristics

Fragile, non-stackable, upright-only, temperature-sensitive, high-value, theft-attractive or otherwise sensitive Goods must be prominently labelled and disclosed in Writing before Booking.

### 6.3 Customer loading and statutory safety duties

Where the Customer, consignor or Consignee loads or restrains Goods, the Customer is responsible for the information, equipment, packing, load distribution, axle weights and restraint it supplies. The driver may require a load plan, inspect externally, demand correction or refuse an unsafe load; signing paperwork or closing doors does not approve hidden contents or packing.

The Company, vehicle operator and driver retain all statutory load-security, roadworthiness, drivers' hours and health-and-safety duties imposed on them. No instruction or indemnity permits an unlawful or unsafe movement. The Customer must allow reasonable access and time for checks and cooperate with the driver; safety cannot be overridden by a delivery deadline.

### 6.4 Packaging evidence

The Customer should retain dispatch records, photographs, CCTV, packing specifications and quality-control records showing the Goods and packaging before collection. The absence of that evidence may prevent the Customer proving a claim.

### 6.5 Packing and pre-existing condition

Subject to clauses 22.9, 22.12 and 32, the Company is not liable to the extent loss is caused by inadequate or defective Customer packing, labelling, sealing, loading, restraint or pre-existing condition. This does not exclude responsibility for a packing or handling task the Company expressly accepted and negligently performed. Known defects may be recorded and work refused or suspended.

## 7. Prohibited, restricted and Dangerous Goods; Waste Services

### 7.1 Prohibited Goods

The Customer must not tender goods whose possession, transport, export, import or delivery is unlawful, prohibited by a competent authority or inconsistent with applicable sanctions or embargoes.

### 7.2 Restricted Goods

The following are accepted only where their precise nature, quantity, value and requirements are declared and the Company expressly accepts them in Writing before Booking:

a. Dangerous Goods, explosives and radioactive material;

b. clinical, medical, pharmaceutical, biological or infectious material;

c. controlled drugs or medicines;

d. alcohol, tobacco, vaping products and excise goods;

e. cash, bullion, negotiable instruments, precious metals or stones;

f. jewellery, watches, antiques, works of art and collectibles;

g. weapons, firearms, ammunition and bladed articles;

h. waste or environmentally regulated material;

i. live animals, plants, human remains or human tissue;

j. perishable, chilled, frozen or temperature-controlled Goods;

k. glass, ceramics, marble and exceptionally fragile Goods;

l. data-bearing equipment or confidential originals;

m. Goods with a value exceeding the applicable Standard Liability Limit; and

n. anything described by the Company, its insurer or a service schedule as prohibited, excluded, high risk or theft attractive.

### 7.3 Documents and compliance

The Customer must provide all classifications, safety data sheets, transport documents, permits, licences, packaging certificates, temperature ranges, security requirements and emergency instructions required by law, the Company, the subcontractor or an insurer.

### 7.4 Right to refuse and act

The Company may inspect, open, scan, isolate, refuse, unload, return, store, report, destroy or otherwise deal with Goods where reasonably necessary for safety, security, insurance or legal compliance. Where practicable, the Company will seek instructions first, but may act without instructions in an emergency or where required by an authority.

### 7.5 Costs and liability

The Customer shall pay all costs and indemnify the Company under clause 24 for consequences arising from undeclared, inaccurately declared, non-compliant or prohibited Goods. Acceptance by mistake does not waive this clause or increase the Company's liability.

### 7.6 Waste must be declared

The Customer must state expressly in Writing before quotation and Booking whether any Goods are Waste. Describing Waste as "goods", "materials", "recyclables", "returns", "scrap", "stock", "product", "soil", "rubble", "equipment" or by any other commercial description does not satisfy this obligation. The Customer must not tender Waste unless the Company has expressly accepted a Waste Service in the Booking Confirmation.

Having performed a Waste Service before does not require the Company to accept another one. Every Waste quotation and Booking remains subject to the availability of a suitable vehicle and a driver or subcontractor holding all registrations, licences, competence, insurance and approvals required for that particular Waste, route and jurisdiction.

### 7.7 Waste information and classification

Before the Company accepts a Waste Booking, the Customer must provide complete and accurate information and evidence, including:

a. the source, producer, current holder, nature, composition, physical form, quantity and weight of the Waste;

b. the correct List of Waste or European Waste Catalogue code and applicable SIC code;

c. whether it is hazardous, has hazardous properties, contains persistent organic pollutants, asbestos, clinical or infectious material, WEEE, batteries, liquids or any substance regulated by ADR;

d. contamination, odour, dust, leakage, spillage, temperature, mixing, segregation, handling and emergency risks;

e. packaging, container, sealing, labelling and load-security arrangements;

f. the exact collection site and the intended receiving site's name, address, environmental permit or registered-exemption details and authority to receive that type and quantity of Waste;

g. the Customer's and every relevant holder's waste carrier, broker, dealer, permit or exemption details; and

h. any rejected-load, return, quarantine, incident or emergency instructions.

The Customer is responsible for classifying the Waste correctly under applicable law and current regulatory technical guidance. The Company may rely on the Customer's description but is not treated as having classified, sampled, tested or approved the Waste by quoting, collecting or signing transport documents.

### 7.8 Waste documents and records

The Customer must prepare, complete and supply before collection every waste transfer note, season ticket, hazardous-waste consignment note, carrier schedule, notification, consent, permit, exemption, analysis, safety data sheet and digital waste-tracking record required by law. Documents must be accurate, signed where required, match the actual Waste and remain available throughout Transit.

The Customer authorises the Company to complete only the carrier or broker information that properly relates to the Company's role. The Company is not the producer and will not sign a producer's, holder's, consignor's or consignee's declaration on their behalf unless a director expressly agrees otherwise in Writing. Each party must retain and produce records for the period and in the form required by applicable law.

### 7.9 Authorisations and independent carriers

A Waste Booking is accepted only where the Company and each carrier, broker, dealer, operator and destination hold the registrations, permits or exemptions required for their actual roles, Waste and jurisdiction. Applicable Company registration details will be supplied with the Waste Booking. The Customer must conduct its own legally required public-register checks, and the Company retains its own statutory duty-of-care duties.

A Company registration does not authorise a separate owner-driver, subcontractor or site that legally requires its own authorisation. Waste may be refused, delayed or reassigned until suitable authorised resources are available. Prior Waste work gives no entitlement to a particular driver, future acceptance or carriage outside a registration's scope.

### 7.10 Authorised persons and destinations

The Customer warrants that every transfer is lawful, that it is entitled to transfer the Waste, that all persons in the waste chain are appropriately authorised, and that the named destination may lawfully receive the Waste type and quantity. The Customer must conduct and record all checks required by its statutory duty of care.

The driver shall take the Waste only to the destination accepted in the Booking and applicable waste documentation. A change of destination requires prior Company approval and proof that the alternative site is authorised. The Company may refuse any instruction to leave, tip, transfer, mix, abandon or dispose of Waste unlawfully.

### 7.11 Inspection, refusal and rejected Waste

The Company or driver may check documents and the externally apparent Waste but is not obliged to open containers, sample or test it. If the Waste or documents are missing, inaccurate, inconsistent, unsafe, leaking, improperly packaged, rejected by the receiving site or reasonably suspected to be unlawful, the Company may refuse collection or delivery, isolate or retain the load, return it, take it to an authorised safe location, obtain specialist assistance, notify an authority or act as reasonably required for safety and legal compliance.

The Customer must remain contactable and provide lawful instructions immediately. The Company is not obliged to tip at an unauthorised site, carry a rejected load indefinitely, breach drivers' hours, return hazardous Waste without lawful documents or accept responsibility as producer or consignee.

### 7.12 Waste incidents and costs

Where the need arises from Customer Default, misdescription, unlawful or unsafe Waste, missing documents or site rejection not caused by the Company's breach, the Customer shall pay the original or abortive Charges and additional reasonable waiting, containment, cleaning, decontamination, testing, specialist assistance, PPE, quarantine, storage, return, disposal and authority costs. Clause 20.3 applies to distinct External Costs without duplicate recovery, and clauses 22.9 and 32 apply.

The Customer shall indemnify the Company under clause 24 for the consequences of the Customer's breach of clauses 7.6 to 7.11, including resulting pollution, property damage, clean-up and third-party claims. No indemnity transfers a statutory duty or requires payment of an unlawful criminal fine or penalty. The Company may report incidents and cooperate with regulators without admitting customer civil liability.

### 7.13 Cross-border and changing waste rules

No import, export or cross-border shipment of Waste is accepted unless expressly approved in Writing after the Customer supplies all notifications, consents, financial guarantees and shipment documents required by applicable law. Each party must comply with any mandatory digital waste-tracking, reporting or record system applicable to its role from time to time.

## 8. Customs tax and regulatory requirements

### 8.1 Customer documents and lawful trade

The Customer must supply accurate descriptions, values, commodity codes where required, origin, importer/exporter and EORI details, licences, permits, tax status, sanctions information and complete transport/customs documents in time for the accepted service. It is responsible for its own legal and tax obligations and must not instruct unlawful import, export, excise, waste, product or age-restricted activity.

### 8.2 Direct customs representation

Customs declaration services are supplied only if expressly accepted. The Company acts as direct representative only where legally permitted and supported by written authority identifying the principal and direct role. General acceptance of these Terms does not replace the required written instructions. The Company does not accept an indirect representative role without a director's separate express written approval and any required insurance approval.

The Customer remains responsible for its own declaration information, duties, import VAT and principal obligations. Nothing excludes any customs responsibility imposed directly on the Company by law or for its own proven breach.

### 8.3 Advances and disbursements

Unless expressly agreed otherwise before Booking, customs duties, import VAT, overseas disbursements, ferry/shipping disbursements and other amounts advanced for the Customer require payment in advance or immediately on receipt of the relevant invoice; ordinary account credit does not apply. The Company need not fund an advance and may require cleared funds or security before acting or releasing documents it may lawfully retain.

For a Business Customer, an agreed duty or VAT advance carries a facility fee of 3% of the amount advanced, subject to a £10 minimum per advance, plus VAT on the fee where applicable. The principal advance is not automatically subject to VAT again merely because it is reimbursed. A Consumer facility fee requires express prior agreement and a VAT-inclusive total or calculation basis.

An advance is payable on receipt of its invoice. For a Business Customer, interest under clause 20.7 on unpaid duty/VAT advances begins on the eighth calendar day after the invoice is received; this grace period does not extend the payment obligation. Other overdue disbursements bear interest from their due date.

### 8.4 Inspections delays and refusal

The Customer shall reimburse lawful duties and reasonable inspection, customs storage, demurrage, security and document costs arising from its Goods or instructions under clauses 20 and 24. The Company may suspend, retain, refuse, return or report Goods where there is a reasonable compliance concern, and may seek lawful corrected instructions. Neither an inspection nor acceptance certifies regulatory compliance. The Company remains responsible to the extent loss results from its own breach, subject to applicable limits and mandatory law.

## 9. Vehicle selection, dedicated service and routing

### 9.1 Vehicle selection

Vehicle selection is based on information provided by the Customer. The Customer must check payload, internal dimensions, access, loading method, body type, temperature, tail-lift and equipment requirements before Booking.

### 9.2 Incorrect vehicle and unsuitable Goods

If inaccurate Customer information or Customer Default makes the booked vehicle too small, overloaded, incompatible, unsuitable for site or Goods, or unlawful to use, the Company may refuse or abort collection and source an alternative subject to availability. A vehicle specifically allocated and dispatched is chargeable at 100% of its Base Booking Price; before dispatch the applicable cancellation stage in clause 18 applies unless a different capacity charge was expressly agreed.

Replacement capacity, price difference, waiting, rebooking and transhipment are separately chargeable only for distinct work or cost under clause 20. Vehicle selection error caused by the Company using accurate accepted particulars is not Customer Default. The Company may not recover the original vehicle element twice through this clause and cancellation. Clause 32 applies to Consumers.

### 9.3 Dedicated Service

A service is dedicated only if the Booking Confirmation expressly says so. "Same day", "direct", a vehicle description or an estimated delivery time does not by itself create a Dedicated Service.

### 9.4 Routing and operational discretion

Subject to an expressly confirmed Dedicated Service and mandatory law, the Company may select and vary the vehicle, driver, subcontractor, route, depot, ferry, means of carriage and intermediate handling arrangements reasonably required to perform the Services.

### 9.5 Subcontracting and customer claims

The Company may subcontract all or part of the Services and change resources reasonably required for lawful performance. Where it contracts as principal it remains the Customer's contracting service provider; subcontracting does not increase liability, create a Customer contract with a subcontractor or remove a mandatory duty.

The Company may coordinate investigation with a subcontractor or its insurer and ask the Customer to supply evidence or communicate with them. Such cooperation is an administrative claims route, not a condition that liability depends on an insurer paying. The Company remains the claims contact; any liability is determined under the Contract and mandatory law. Persons protected under clause 22.11 may rely on those protections, subject to mandatory successive-carrier rules.

### 9.6 Traction-Only Services

A Traction-Only Service is accepted only where expressly stated in the Booking Confirmation. The Company does not own, maintain or supply the Customer's or third party's trailer merely because it agrees to couple to or move it.

### 9.7 Customer and trailer-provider warranties

The Customer warrants and assumes contractual responsibility to the Company for ensuring that every Customer-controlled or third-party trailer, chassis and item of towed equipment supplied for a Traction-Only Service:

a. may lawfully be possessed, coupled and used for the intended journey and load;

b. is correctly registered where registration is required, plated, tested and certified, with a valid annual test or other required approval;

c. has been maintained in a fit and serviceable condition under an effective documented maintenance system and inspected at the legally appropriate interval;

d. has no outstanding or unrectified safety defect, prohibition, recall or restriction;

e. has serviceable brakes, tyres, wheels, lights, reflectors, electrical and air connections, ABS/EBS, coupling equipment, landing legs, suspension, body, doors, locks, underrun and spray-suppression equipment;

f. is compatible with the tractor unit and suitable for the route, Goods, weights, dimensions and operating conditions;

g. is loaded, distributed and secured lawfully without exceeding plated, axle, train or route limits; and

h. is covered by any insurance, permit and documentation required from its owner or provider.

Before dispatch or coupling, the Customer must provide the trailer identity and registration, plating and annual-test evidence, the most recent safety-inspection and brake-performance evidence, the stated inspection interval, maintenance-provider details, defect/repair status and any document reasonably requested by the Company, its transport manager, driver, subcontractor, DVSA or a Traffic Commissioner.

### 9.8 Driver checks do not approve the trailer

The driver or another competent person will carry out the walkaround, coupling and defect checks required for the operation. The Company may also require first-use or safety-inspection evidence or a further inspection. These checks are limited by what can reasonably be seen or tested at the time and do not amount to a full mechanical inspection, acceptance of maintenance history or confirmation that the trailer is defect-free.

A check, coupling, movement, signed document or absence of an immediately visible defect does not release the Customer or trailer provider from clause 9.7 or make the Company responsible to the Customer for a pre-existing, latent or subsequently discovered defect.

### 9.9 Statutory roadworthiness responsibilities preserved

Nothing in the Contract excludes, transfers or reduces any statutory roadworthiness, operator-licensing, transport-manager or driver responsibility imposed on the Company, an operator or a driver by law, DVSA or a Traffic Commissioner. The Customer acknowledges that contractual allocation between the parties does not prevent a regulator or court from enforcing those statutory responsibilities.

### 9.10 Defects refusal and remedial action

The Company, operator, transport manager or driver may refuse coupling or movement, suspend use, decouple at a safe place, obtain inspection or repair, recover or return a trailer, tranship Goods or source alternatives where documents, compatibility, loading or safety are inadequate. No deadline requires use of unsafe equipment.

Where the need results from Customer Equipment, inaccurate records or Customer Default, the Customer shall pay the original or abortive Charges and reasonable additional waiting, inspection, testing, repair, recovery, parking, storage, decoupling and replacement costs under clause 20. Costs caused by the Company's own breach are not passed to the Customer; mixed responsibility is apportioned under clause 22.9. Mandatory operator duties and clause 32 remain unaffected.

### 9.11 Trailer loss, damage and indemnity

Subject to clauses 22.12 and 24, the Customer is contractually responsible for loss, damage, delay, recovery, prohibition, immobilisation, third-party claims and enforcement or investigation costs caused by the trailer's pre-existing or latent condition, missing or inaccurate records, defective maintenance, unlawful load or a breach of clause 9.7. The Customer shall indemnify the Company against those consequences except to the extent caused by the Company's proven negligence or other liability that cannot lawfully be limited.

The Company is not liable for deterioration, mechanical failure or damage inherent in the trailer or resulting from ordinary coupling and lawful use of a trailer that was defective or unsuitable when supplied.

## 10. Loading, unloading, equipment and site safety

### 10.1 Standard responsibility

Unless expressly agreed in the Booking Confirmation:

a. the Customer/consignor is responsible for safe and timely loading;

b. the Customer must procure that the Consignee is responsible for safe and timely unloading; and

c. the Company supplies driving and ordinary vehicle operation only.

### 10.2 Labour and equipment

The Customer must provide suitable trained labour, forklifts, pallet trucks, cranes, slings, ramps, loading bays and other equipment. Equipment must be safe, maintained and suitable.

### 10.3 Access and hardstanding

The Customer must ensure safe and lawful access, sufficient space, sound hardstanding, height/weight clearance and any permits or site bookings required for the vehicle. The Company may refuse to enter or remain at a site it reasonably considers unsafe or unsuitable.

### 10.4 Driver assistance

A driver is not required to load, unload, handball, carry, lift, push or pull Goods, break down or build pallets, enter premises beyond the ordinary delivery point, provide room-of-choice delivery, negotiate stairs, sort, label, assemble, dismantle, remove packaging or waste, or perform any other physical or additional work unless the precise requirement was declared under clause 4.2 and expressly accepted in the Booking Confirmation.

The Company may accept or refuse any such work in its discretion. It may provide a driving-only service, including where the allocated driver is not available, authorised, trained, equipped, physically able or medically fit to perform manual work, or where the Company considers the work unsafe, impracticable or outside the agreed Services. Previous assistance on another Booking, or a request by the Customer, consignor or Consignee at site, does not create any obligation to provide it.

### 10.5 Site instructions

The Customer, consignor and Consignee must not require, pressure or induce a driver to perform undeclared or unaccepted work. The driver may refuse any instruction that appears unsafe, unlawful, outside the Booking or likely to damage persons, property, the vehicle or Goods. Refusal does not constitute breach by the driver or the Company.

### 10.6 Customer controlled operations

Subject to clauses 22.9, 22.12 and 32, the Company is not liable to the extent loss is caused by customer-controlled loading, unloading, equipment, access or site conditions. The Customer shall indemnify the Company under clause 24 for its own breach and resulting vehicle damage or third-party claims.

Where Company personnel expressly accept and perform handling, reasonable care and skill and clauses 15 and 22 apply to that work. Nothing excludes death or personal injury caused by negligence or transfers a statutory safety duty. The Customer must provide site risk information, induction requirements, safe segregation, agreed PPE arrangements and legally required welfare access.

## 11. Collection readiness and instructions

### 11.1 Readiness

The Goods, documents, labour, equipment, access and responsible contacts must be ready at the agreed collection time.

### 11.2 Authority at sites

The Company may rely on instructions and acknowledgements given by a person apparently responsible at a collection or delivery site, but that person has no authority to vary the Company's Charges or liability.

### 11.3 Changes addresses and Goods paperwork

Collection and delivery are to the address and point recorded in the accepted Booking or a later change expressly accepted through Company operations. The Customer must route material changes through operations, preferably before dispatch. Drivers cannot accept redirection, additional stops or higher liability independently.

A different address, consignee or instruction on a label, packing list, delivery note, manifest, CMR note or Goods paperwork does not amend the Booking by itself. Subject to mandatory consignment-note and instruction rights, the Company may rely on the accepted particulars, pause to resolve a discrepancy or treat inaccurate Customer paperwork as Customer Default. It will not knowingly follow an instruction that is unlawful or unsafe or ignore an apparent material fraud or misdelivery risk. Accepted changes may create additional Charges under clause 20.

### 11.4 Consequences

A Customer Default may result in waiting time, an aborted collection, refusal, return, redelivery, storage, vehicle upgrade or other additional Charges. The Company may suspend performance until adequate instructions are received.

## 12. Delivery, delivery authority and safe-place instructions

### 12.1 Delivery point

Unless the Booking Confirmation expressly states otherwise, standard delivery is to the ordinary goods-in, reception, gatehouse, loading bay, kerbside or ground-floor threshold at the stated address that is safe and accessible for the vehicle.

### 12.2 Persons authorised to receive

Delivery may be made to the named Consignee or a person whom the driver reasonably believes is authorised at the agreed address, such as reception, security, goods-in or warehouse staff. Any identity, password, age or named-person check must be declared and expressly accepted before Booking. The Company may seek verification or suspend delivery where identity or authority is reasonably doubtful.

### 12.3 Consignee instructions

The Customer authorises the Company to act on reasonable instructions from the Consignee concerning the precise delivery point at the stated address, access and signature, unless the Customer prohibits this in Writing before delivery. Any material redirection remains subject to Company approval and additional Charges.

### 12.4 Safe place and unattended delivery

Goods are left unattended only under a recorded Customer instruction or an instruction from a Consignee reasonably authorised under the Booking. The instruction must identify a suitable place and any restrictions. Once properly placed and evidenced, the accepted custody ends and the Customer bears subsequent theft, weather and interference risks, except to the extent caused by the Company's breach or mandatory law.

A safe-place instruction does not authorise departure from the nominated place or negate an accepted security requirement. The Company may refuse unsafe or unsuitable leave instructions and seek alternatives. Clause 32 applies to Consumers.

### 12.5 Refusal or inability to deliver

If delivery cannot safely or lawfully be completed, or the Consignee refuses or cannot accept or unload the Goods, clauses 14 and 15 apply.

## 13. Collection and delivery times; delay

### 13.1 Reasonable care

The Company shall use reasonable care and skill to perform the Services.

### 13.2 Estimated times

Unless a specific guaranteed event, deadline and remedy are expressly agreed in the Booking Confirmation and approved in Writing by a Company director, collection and delivery times, tracking predictions and ETAs are estimates. For Business Customers, time is not of the essence. The Company shall still use reasonable care and skill; mandatory convention obligations and Consumer rights under clause 32 remain unaffected.

### 13.3 No deductions or penalties

An estimated time does not entitle the Customer to cancel, reject delivery, impose a fine or service penalty, apply a chargeback or deduct or set off any amount.

### 13.4 Express guaranteed service

A guaranteed service exists only if the accepted Booking records the event, deadline, eligibility, exclusions and service-credit or refund remedy and a director approves it in Writing. For a Business Customer that stated remedy is exclusive for breach of the guarantee, subject to mandatory law; it does not remove any independently non-excludable liability. Estimated times do not create a guarantee through marketing, prior performance or driver statements. For a Consumer, binding pre-contract statements and statutory remedies are governed by clause 32.

### 13.5 Delay notification

The Company will use reasonable endeavours to communicate a material known delay but failure to provide an update does not itself increase liability.

### 13.6 Force majeure and operational disruption

A party is excused performance only to the extent prevented by a Force Majeure Event and only while the effect continues. It must notify the other party reasonably promptly where practicable and take reasonable steps to limit the effect. Lack of money is not force majeure. Accrued payment for performed Services is not excused.

The Company may pause, reroute, change lawful resources or temporarily store Goods where reasonably required. A delay caused by Customer Default, unnotified requirements, site delay or unavailable lawful instructions is handled under the relevant customer-duty clauses. Reasonably planned drivers' hours are not an automatic defence to Company breach. Mandatory CMR defences and Consumer rights prevail over this clause.

If the disruption materially defeats an urgent Booking or continues for seven calendar days, either party may terminate the affected unperformed part by notice. The Company will refund prepaid Charges for Services not supplied, less any lawful separately payable Charges for work performed or necessary preservation. Customer cancellation percentages do not apply merely because the Company terminates for force majeure without Customer Default. Reasonable additional preservation costs are payable only as permitted by clause 20 and law.

## 14. Failed, refused and undeliverable Goods

### 14.1 Customer contactability

The Customer must remain contactable and ensure a responsible decision-maker is available throughout the Services.

### 14.2 Further instructions

Where delivery fails or appears likely to fail, the Company may request instructions. The Customer must provide clear instructions and approve any additional Charges within 30 minutes or sooner where the circumstances reasonably require.

### 14.3 Company's options

If instructions are absent, delayed, unsafe, unlawful or commercially unreasonable, the Company may act reasonably to protect the Goods and its position, including by:

a. continuing to wait;

b. tendering delivery;

c. returning the Goods;

d. redirecting or redelivering;

e. transferring the Goods to another vehicle;

f. storing or securely holding the Goods; or

g. exercising the rights in clause 21.

### 14.4 Failed delivery and additional Charges

Where failure results from Customer Default, site refusal, unavailable unloading or missing lawful instructions, the Customer shall pay the Base Booking Price for performed or attempted work and distinct additional waiting, return, redelivery, storage, handling, parking and lawful third-party costs. Where failure results from Company breach, the Company bears the resulting corrective cost to the extent of that breach; mixed causes are apportioned. Clause 32 applies.

Unless a different price is expressly agreed before the extra movement, the standard charges are:

a. movement to the allocated driver's or subcontractor's ordinary nearby secure holding location: 25% of the affected Base Booking Price;

b. redelivery from there: 31.25% of that same Base Booking Price;

c. together, those two movement charges are capped at 50% of that Base Booking Price; and

d. secure third-party storage: £43.75 per 24-hour period or part, or 125% of the distinct External Cost of storage if greater, plus applicable VAT.

The combined cap applies to all own-driver and external-carrier charges for those same two movements; those movement costs cannot be added again outside it. It does not include the original Booking, separately accrued waiting, necessary handling or storage. A return to the consignor or another destination beyond the ordinary nearby holding location is a separate movement at an expressly agreed price or the fallback under clause 20.3. A different higher tariff replaces these percentages only if supplied and agreed before the relevant movement, except necessary emergency action under clause 20.10.

### 14.5 No abandonment

The Company is not obliged to abandon Goods, leave them unattended, breach drivers' hours, use unsafe parking or allow a vehicle to be detained indefinitely while instructions are awaited.

### 14.6 Urgent preservation and disposal

Perishable, dangerous, unlawful or rapidly deteriorating Goods may be isolated, rendered safe, returned, sold or lawfully disposed of where reasonably necessary for safety, compliance or to prevent disproportionate loss. The Company will seek instructions and notify interested persons where practicable. Disposal must use lawful authorised means and clause 21 governs notices and proceeds. A failure caused by Company breach does not itself make resulting preservation costs Customer Default.

## 15. Transit custody and handling

### 15.1 Transit for carriage

Unless mandatory law provides otherwise, Transit starts when the loaded vehicle leaves the collection premises. This definition allocates the carriage phase; it does not remove duties for Goods already taken into actual Company custody or for loading/handling expressly accepted under clause 10.

### 15.2 End of carriage phase

Transit ends when delivery is properly completed, including an authorised safe-place delivery; Goods are lawfully returned and tendered to the Customer; or Goods are transferred to separately recorded storage or another party under accepted instructions. For refused or failed delivery, the carriage phase may end on properly evidenced tender and notice that Goods are being held, but continuing custody remains governed by clause 15.3 until actual handover, lawful transfer or disposal. Mandatory law governs taking over and delivery where applicable.

### 15.3 Continuing custody

For actual custody before departure, expressly accepted loading/unloading or handling, temporary holding after failed delivery and storage, the Company shall exercise reasonable care and skill. Goods liability remains subject to clauses 22 and 23, rather than becoming full-value liability merely because the phase changes. The Company does not assume custody while Goods remain solely under Customer control or accept tasks beyond the agreed Service.

### 15.4 Return and transhipment

Rerouting, return, cross-docking, consolidation, transhipment, lawful inspection and a change of vehicle are not breaches merely because they occur, subject to an expressly agreed Dedicated Service and special handling conditions. They do not create a new liability limit for the same Goods or loss. The Company must exercise reasonable care for the accepted activity and retain reasonable records of the custody transition.

## 16. POD and electronic evidence

### 16.1 Valid POD

A POD may consist of any one or more of the records included in the definition of POD. A signature is not required where delivery is otherwise reasonably evidenced or where the Customer or Consignee waived, refused or was unable to provide one.

### 16.2 Acknowledgement at the site

A signature or acknowledgement from a person reasonably appearing authorised at the agreed point is valid evidence of receipt. A person does not obtain authority to accept higher liability or vary Charges merely by signing. Restrictions on delivery authority must be communicated and accepted before dispatch, subject to mandatory law.

### 16.3 Effect of POD and event records

A POD supported by the Company's contemporaneous time, location, photograph, scan, driver or system records is prima facie evidence of the recorded delivery, tender or event. A clean POD is prima facie evidence of externally apparent quantity and condition, rather than proof of hidden contents or concealed condition. Relevant contrary evidence, manifest error or fraud may rebut the record.

The Customer must substantiate its claim, including value, internal contents, condition and weight where in issue. Mandatory rules governing presumptions or burdens of proof, including CMR, remain unchanged. The Company may rely on package counts for sealed Goods without accepting an inventory or contents check.

### 16.4 Visible discrepancies

The Customer must procure that the Consignee reasonably inspects the external condition and apparent quantity before releasing the vehicle. Visible damage or shortage must be described specifically on the POD. Wording such as "unchecked" or "condition unknown" does not constitute notice of loss or damage.

### 16.5 Refusal to sign

If the Consignee refuses to sign, the driver may record the refusal and the surrounding facts. A driver statement supported by time/location data or a photograph is valid evidence of tender or delivery.

### 16.6 Electronic records

The Customer shall not object to a POD or copy merely because it is electronic, digitally stored, unsigned, reproduced from a system or does not contain an original manuscript signature.

### 16.7 POD availability

The Company may provide an electronic copy or portal access. Failure to provide a copy does not entitle the Customer to withhold payment where the Company holds other reasonable evidence that the Services were performed.

### 16.8 No admission

A collection note, driver's signature or POD is not an admission by the Company concerning the Goods' internal contents, value, weight, pre-existing condition, adequacy of packing or regulatory compliance.

## 17. Claims notification evidence and proceedings

### 17.1 Prompt reporting

The Customer must notify the Company at ops@synergixsameday.com promptly after becoming aware of actual or potential loss, shortage, theft, damage, contamination, misdelivery, non-delivery or delay, quoting the Booking reference. An emergency should also be reported by telephone on 01782 911 181. The following contractual claim bars apply to Business Customers only, subject to clause 17.5 and mandatory law. For a Consumer they are investigation requests and do not shorten statutory rights.

### 17.2 Visible loss shortage or damage

The Consignee must reasonably inspect externally apparent quantity and condition before vehicle release and record specific discrepancies on the POD. The Business Customer must also give written notice within 48 elapsed hours after delivery. A clean POD is evidence under clause 16, not an absolute bar against proved concealed loss. Where site access prevents a reasonable check, that fact should be recorded and notified promptly.

### 17.3 Concealed loss non-delivery and misdelivery

A Business Customer must notify loss, concealed damage, misdelivery or non-delivery in Writing within seven calendar days after delivery or the date delivery should reasonably have occurred. For storage or accepted handling without a delivery event, notice is due within seven calendar days after the loss is discovered or should reasonably have been discovered. A knowingly false concealment allegation is not protected.

### 17.4 Delay and other complaints

A Business Customer must notify delay, missed collection, lateness or service failure within 24 elapsed hours after the delivery, attempted delivery or failed service event. Other non-goods claims must be notified within 28 calendar days after the event or completion of the relevant Service. Clause 30 gives the procedure for premises and other property damage.

### 17.5 Reasonable impossibility and mandatory law

A Business Customer is not barred solely for failing a notice deadline if it proves notification was not reasonably possible within it and it notified as soon as reasonably possible afterwards. Mandatory convention or statutory reservations, presumptions, evidence rules, limitation and suspension govern where applicable. Domestic notice requirements do not replace CMR reservations or its separate limitation rules. Failure to notify under CMR does not have a greater effect than CMR itself permits.

### 17.6 Evidence pack

Within 48 elapsed hours after notice, the Customer must supply evidence then reasonably available, including photographs, documents, incident detail and witnesses. Within 14 calendar days after notice it must supply the reasonably requested complete pack, including Booking reference, account of events, collection records, POD, ownership/value invoices, gross weight of Affected Goods, packing and pre-collection evidence, delivery/site evidence and repair, replacement, depreciation and salvage evidence. An item unavailable or irrelevant must be explained; impossible evidence is not required.

### 17.7 Preservation and inspection

The Customer must preserve Goods, packaging, labels, seals, CCTV, documents and relevant electronic records and allow a reasonable inspection opportunity. It must not install, commission, use, alter, test destructively, repair, sell, scrap or dispose of relevant Goods without written approval, except action reasonably necessary for safety, law or urgent mitigation. Necessary action must be documented and salvage/evidence preserved where possible. The Company will not unreasonably delay inspection or consent to necessary mitigation.

### 17.8 Mitigation salvage and value

The Customer must take reasonable steps to prevent further loss and preserve salvage. Compensation takes account of recovered value and avoids betterment. On payment of the full proven value, title to compensated Goods or salvage may pass to the Company or insurer if requested and lawfully possible. There is no double recovery of the same loss under a goods claim, customer insurance and third-party payment; lawful subrogated recovery is unaffected.

### 17.9 Payment and no admission

A Business Customer claim does not permit withholding or set-off under clause 20. Investigation, document requests, insurer notification, inspection or settlement discussion is not an admission, waiver or agreed extension of time. A deadline extension or settlement must be expressly recorded by a Company director. Mandatory limitation suspension and Consumer remedies remain unaffected.

### 17.10 Dishonest claims

The Company may reject fabricated or fraudulent elements and recover reasonably incurred investigation costs caused by proven dishonesty to the extent lawful. Treatment of an otherwise valid part of an exaggerated claim is determined by law, not automatic forfeiture of every genuine loss.

### 17.11 Proceedings for Business Customers

Subject to clause 17.5, clause 22.12 and mandatory law, proceedings by a Business Customer for carriage claims must be issued within nine calendar months after delivery or the date delivery should reasonably have occurred. For non-carriage Services the period is nine calendar months after completion of the affected Service or the event giving rise to the claim, whichever is later. Continuing storage does not indefinitely defer an already notified loss: its trigger is the event or reasonable discovery date under clause 17.3.

This is the bespoke period in place of a longer non-mandatory RHA period. Proceedings must be served as required by the applicable court rules; this clause does not create an additional contractual requirement for the Company to receive service within nine months. CMR commencement, suspension and applicable one-year or three-year periods prevail where mandatory. A Consumer is subject to applicable statutory limitation instead.

### 17.12 Calculating deadlines

Hours mean consecutive elapsed hours, including weekends. Days mean calendar days unless Business Days are expressly stated. Times are Europe/London time. For domestic initial notice, evidence and invoice-dispute deadlines, if the stated expiry falls on Saturday, Sunday or an English bank holiday, it extends to noon on the next Business Day. This extension does not shorten a stated deadline and does not alter statutory/convention periods or the proceedings period. CMR periods are calculated under CMR itself.

### 17.13 Effect of breach for Business Customers

Subject to clauses 17.5 and 22.12, failure to give a required Business Customer claim notice discharges the Company from that claim. Failure to provide reasonably obtainable evidence or preserve Goods/evidence may defeat or reduce a claim only to the extent the Business Customer cannot establish it or the failure materially prejudices reasonable investigation or defence. This is separate from the requirement to issue proceedings under clause 17.11.

## 18. Cancellation abortive work and reserved capacity

### 18.1 Reserved resources

An accepted Booking may reserve capacity, driver and operations time and displace other work. The Business Customer cancellation tariff reflects those commercial commitments. It is not a guarantee that resources are available before acceptance. For Consumers, clause 32 controls cancellation charges and any statutory cancellation right.

### 18.2 Maximum charge and usual cancellation guide

For Business Customer standard-vehicle capacity and other non-specialist Services, the Company may charge up to 100% of the affected Base Booking Price, excluding VAT, where cancellation occurs within 24 hours of scheduled collection or after actual dispatch. This is the maximum permitted by this clause, not an automatic full-price charge. The Company will normally seek to follow the staged guide below, but the guide is not a fixed tariff or a lower contractual maximum. Specialist capacity follows clause 18.5, including within a mixed-resource Booking. Any different cancellation arrangement expressly supplied and agreed before Booking takes priority within its stated scope.

The usual guide is one percentage for the highest stage actually reached; percentages are not added together:

a. after Goods are collected or accepted into Company custody: normally 100%;

b. after vehicle arrival, an attempted collection or loading begins: normally 100%;

c. after an allocated vehicle is actually dispatched but before arrival: normally 75%;

d. before dispatch, four hours or less before scheduled collection, including a no-show after the scheduled time: normally 50%;

e. before dispatch, more than four and no more than 24 hours before collection: normally 25%; or

f. before dispatch, more than 24 hours before collection: normally 0%, subject to qualifying committed costs under clause 18.4 or an expressly agreed reserved-capacity arrangement.

A higher charge than the usual guide, up to the 100% maximum, may apply only where the Company can reasonably substantiate that the guide is insufficient to reflect its unavoidable commitments and net loss attributable to the cancellation. Relevant items may include non-refundable supplier vehicle/driver charges, reasonable booking-specific planning and mobilisation costs, and loss of reserved capacity or contribution where reasonably evidenced. The calculation must credit reasonably saved costs, available supplier refunds and reasonable replacement work reducing the same loss. It must not duplicate planning, lost contribution, a supplier charge, a period of hire or another loss already recovered. The Company will explain the reason and calculation for exceeding the guide, and provide reasonable supporting evidence on request. This clause does not permit an arbitrary increase merely because a Customer has accepted these Terms.

Before dispatch and more than 24 hours before collection, the ordinary guide remains 0%; a charge requires a qualifying commitment under clause 18.4 or a different reserved-capacity arrangement agreed before Booking. Cancellation recovery for the same affected standard capacity or reservation, including commitments recovered under clause 18.4, cannot exceed 100% of that affected Base Booking Price. Distinct performed Services or extras follow clause 18.4 without double recovery.

Dispatch undertaken unusually early solely to increase a cancellation fee does not justify a higher stage or charge. Necessary advance positioning expressly recorded for the Booking is actual dispatch. Allocation alone is not dispatch. This clause does not charge the Customer for Company cancellation without Customer Default or override any statutory cancellation right. Clause 32 governs Consumers, including fair, evidenced net-loss recovery; the Business Customer guide and maximum do not impose automatic Consumer charges.

### 18.3 Receiving a cancellation

Cancellation is effective when communicated to Company operations by the Booking channel, telephone or ops@synergixsameday.com and actually received. The Customer must identify the job and cancelled scope. During urgent work it should telephone as well as email. Europe/London time applies. System, messages and tracking records are prima facie evidence of cancellation, dispatch and arrival, subject to contrary proof.

### 18.4 Committed costs and distinct additional work

Non-refundable or unavoidable supplier, ferry, permit, equipment, accommodation and other externally committed costs attributable to cancellation may be recovered on the agreed basis under clause 20, but only to the extent not already recovered by a cancellation Charge or another payment. Costs for the same cancelled capacity or reservation count towards the applicable maximum in clause 18.2 or 18.5; they cannot be added outside it merely by describing them as an External Cost or administration fee.

Accrued waiting, completed additional Services and necessary distinct handling, storage, return or other preservation work may remain payable under the applicable agreed terms to the extent not already included in the affected Base Booking Price or cancellation recovery. Reasonably saved costs, supplier refunds and reasonable replacement work reducing the same loss must be credited where needed to avoid disproportionate or duplicate recovery. Clause 20 governs an uplift only on a genuinely distinct External Cost, subject to the specific cancellation and waiting calculations and caps. No additional charge may recover the same period, work, commitment or loss twice.

### 18.5 Specialist Vehicles: earlier cancellation and reserved capacity

For Business Customers, Specialist Vehicle capacity follows this clause instead of the ordinary cancellation percentages in clause 18.2, including within a mixed-resource Booking. Unless a different lawful cancellation calculation is expressly supplied and agreed before Booking, the default below applies. Acceptance of these Terms before formation includes acceptance of this disclosed calculation; a separate supplier tariff is not needed to make that calculation apply.

Specialist resources may be reserved or committed immediately on acceptance. Cancellation, postponement, reduction of the reserved period or resources, removal of stops, or inability to perform because of Customer Default may therefore attract a charge more than 48 hours before the scheduled collection or hire start, between 48 and 24 hours before it, or at 24 hours or less, including after mobilisation, arrival or commencement. Notice is measured in elapsed hours from receipt by the Company under clause 18.3. There is no automatic free-cancellation period for specialist capacity and no automatic flat charge merely because one of those time windows has been reached.

For resources procured from a supplier, the default charge is 125% of the actual reasonable supplier cancellation, reservation, minimum-hire or abortive-work amount which the Company has paid or is legally committed to pay and cannot reasonably recover or avoid. This includes supplier commitments for equipment, operator, crew and mobilisation to the extent attributable to the cancelled capacity. The 25% uplift is the Company's agreed procurement and administration allowance; no further uplift under clause 20.3 is added to that amount. The total cancellation recovery for the affected specialist capacity is capped at 100% of its Base Booking Price, excluding VAT. A supplier's maximum tariff is not evidence that its maximum is actually due.

For specialist capacity provided using the Company's own resources, the default charge is its reasonably evidenced net loss on the affected reserved capacity, including lost contribution where reasonably established, after saved costs and reasonable replacement work are credited, capped at 100% of the affected Base Booking Price, excluding VAT. Where supplier and Company resources are combined, the aggregate cancellation recovery for that affected specialist capacity remains within the same 100% cap. No charge arises under these default calculations where there is no recoverable supplier commitment or Company net loss.

The Company shall take reasonable steps to reduce the recoverable amount, seek available supplier refunds or credits, and credit savings and replacement work to the extent they reduce the same loss. It shall provide a reasonable explanation and supporting calculation on request and credit any later refund relating to the charged commitment, with the corresponding uplift reduced. There shall be no duplicate recovery of the same period, work, resource, commitment or loss. The Company cannot enlarge the charge by making avoidable new commitments after receiving cancellation notice.

The quotation or Booking Confirmation must identify the specialist resources, reserved period, minimum hire, any known non-refundable commitment and any agreed departure from this default, including a staged tariff or rescheduling fee. A different cancellation calculation must be supplied and expressly agreed before formation; an unseen supplier term or later tariff does not amend the Customer's Contract. A known supplier commitment exceeding what this clause allows must be resolved commercially before the Company commits to it. The default cap does not increase retrospectively because a supplier charges more.

Charges for Services already properly performed remain payable. Accrued waiting and distinct necessary handling, storage, permits, escorts, ferry costs or return work may be payable under the applicable agreed terms only to the extent not already included in the Base Booking Price or cancellation recovery. Clauses 18.4 and 20.10 prevent double recovery; those extras cannot be used to bypass the cancellation cap for the same specialist capacity or commitment. Clause 32 governs Consumers, including any applicable statutory cancellation right and the requirement for fair, evidenced net-loss recovery.

Non-specialist international/ferry, event, project, contract-route or day-or-longer reserved work may have different cancellation particulars expressly agreed in the same Booking Confirmation. Without those particulars the ordinary clause 18.2 tariff applies to that non-specialist work.

### 18.6 Partial cancellation and changes

Specialist capacity remains subject to the calculation and cap in clause 18.5, including any retained minimum hire. A reduction in loads, stops, route, days or scope may leave the original capacity committed. The Company may reprice the remaining work and apply the tariff to cancelled capacity. It will not charge both the full original job and a cancellation percentage for the same unperformed part. If no capacity or cost is released, the agreed reserved price may remain payable, subject to law and clause 32.

### 18.7 Customer Default

Abort, refusal or cancellation caused by Customer Default is treated at the stage actually reached under clause 18.2 for non-specialist capacity; clause 18.5 governs specialist capacity. Clauses 9.2, 14 and 19 may govern distinct performed work or costs, but cannot duplicate the same vehicle or cancellation element. Goods collected may incur necessary lawful return, storage and handling separately.

### 18.8 Company cancellation

If the Company cancels unperformed work for reasons within its control, without Customer Default, it shall refund prepaid Charges for that work where it cannot provide an accepted reasonable alternative. For a Business Customer this is the exclusive remedy for that cancellation, subject to clauses 22.12 and 2.6 and applicable reasonableness requirements. No Customer cancellation percentage is payable for the Company's own cancellation. Clause 32 governs Consumers.

## 19. Waiting demurrage and manual handling

### 19.1 Included site time

Unless different included time is expressly disclosed and agreed before Booking, a Light Vehicle includes 30 minutes at collection and 30 minutes at delivery; a Heavy Vehicle includes 60 minutes at each end. These included-time allowances also apply to a Specialist Vehicle according to its Light Vehicle or Heavy Vehicle classification where no different included time is agreed under clause 19.8. Included time covers ordinary loading/unloading occupancy and is not pooled or carried forward between sites. Multi-stop or reserved services may specify included time per stop in the Booking.

### 19.2 Waiting rates

For standard vehicles other than Specialist Vehicles, beyond included time a Light Vehicle is charged at £7.50 per commenced 15-minute period. A Heavy Vehicle is charged at £45 per hour, pro-rated to the actual elapsed minute; 15 minutes is £11.25, and part of 15 minutes is not rounded up. These standard rates do not apply automatically to a Specialist Vehicle, whose rate and calculation follow clause 19.8. These are rates excluding VAT; Consumers receive the applicable VAT-inclusive total or calculation before Booking.

### 19.3 Start and end

Site occupancy runs from arrival at the accepted site and readiness to perform the agreed load/unload until release. Where the Company arrives early without request, chargeable time starts no earlier than the agreed arrival/window opening. Delay caused by Company unpreparedness, breach or defective Company equipment is excluded to that extent. Customer/consignor/Consignee queues, unavailable Goods/labour/equipment, paperwork and access delays count after the included time. Timestamps and site records are prima facie evidence.

### 19.4 Exceptional detention

Customer Default causing detention of a vehicle, trailer, container or equipment may create evidenced loss exceeding the standard tariff, including loss of a subsequent committed use. For a Business Customer, reasonable distinct detention cost is payable under clause 20; standard waiting already charged for the same period is credited. No driver must remain indefinitely, breach drivers' hours or use unsafe parking.

### 19.5 Accepted manual handling

For each agreed person assisting, the charge at each collection or delivery site is the higher of £7.50 per commenced 250kg handled and £7.50 per agreed handling unit, subject to a £15 minimum per person per site, excluding VAT. A handling unit is the pallet, package or individual item actually moved separately; boxes within an intact pallet are not also counted unless separately handled. The Booking should identify the unit, number of people, weight, distance and work.

Pallet breakdown/build, stairs, long carry, room-of-choice, sorting, labelling, assembly/dismantling, waste/packaging removal, repeated moves and specialist equipment require accepted scope and price. Ordinary handling time is counted once towards site occupancy; an expressly accepted handling fee may coexist with waiting for excess occupancy because it pays for distinct physical work. Repeated handling is chargeable only where additional movements were requested or reasonably necessary because of Customer Default, and not to rectify Company breach.

### 19.6 Undeclared work

The Company or driver may refuse undeclared, unaccepted, unsafe or unsuitable physical work, require site labour/equipment, wait, abort, return, store or source alternatives. Previous driver assistance creates no obligation. The Customer pays the applicable original/abortive work and distinct additional costs caused by its omission under clauses 18 and 20. Any accepted assistance remains subject to reasonable care and the agreed limits; refusal of work outside the Booking is not itself a Company breach.

### 19.7 Site requests

Driver requests must be referred through operations. A driver cannot agree a price, waive a Charge or accept higher liability. Necessary extra work knowingly requested by an authorised Business Customer representative is chargeable under the rates already incorporated or an expressly accepted price. Consumer extra payments require clause 32 consent. Nothing requires a driver to undertake work outside competence, equipment or lawful safety limits.

### 19.8 Specialist Vehicle waiting and occupancy

Specialist Vehicle waiting and standing charges are normally between £45 and £120 per hour, excluding VAT, for the booked vehicle, fitted equipment and its ordinary operator together. The quotation or Booking Confirmation should state the applicable hourly rate. If no particular rate is stated and accepted, the disclosed default for a third-party specialist resource is 125% of the supplier's actual applicable hourly waiting/standing rate for that resource, subject to a minimum Customer rate of £45 and a maximum Customer rate of £120 per hour, excluding VAT. The default for the Company's own specialist resource is £45 per hour, excluding VAT. The minimum is an agreed tariff, not a representation of the supplier's cost. On request the Company shall explain the default calculation. No second uplift or charge for the same vehicle, fitted equipment, ordinary operator or waiting period may be added under clause 20.3 or otherwise to bypass the £120 default maximum.

Waiting is charged to the actual minute beyond the included time, using the accepted rate or the default calculation above. The included time in clause 19.1 applies unless a different allowance is expressly agreed before Booking. A nil allowance, commenced-period rounding, minimum waiting charge, higher hourly rate or separate charge for additional equipment, crew or escorts applies only if specifically disclosed and accepted before Booking. A rate higher than £120 is not authorised merely by describing a resource as specialist. Consumers must receive the applicable VAT-inclusive rate or clear calculation and any minimum before formation; clause 32 applies.

The quotation should identify any half-day, full-day, shift, overtime, weekend, overnight or minimum-hire basis; what operating/loading/unloading time it includes; the chargeable start and end events; and the equipment and crew included. Where hired site time already pays for the same vehicle, equipment and operator occupancy, that period is not charged again as waiting. Extra waiting starts only beyond the included paid hire time or for a distinct additional resource expressly agreed. A booking minimum may remain payable where Customer Default prevents use, subject to clause 18.5 and no double recovery.

Customer-caused queues, lack of readiness, access restrictions, missing permits or lifting/site plans, lack of labour, unsafe conditions, delayed instructions and inability to load/unload or operate equipment are chargeable on this basis. The measurement and exclusion of Company-caused delay in clause 19.3 continue to apply. No operator must work outside competence, legal hours or safe conditions.

If the booked scope, location, time, equipment or crew changes, revised specialist charges require an accepted change under clauses 3.5 and 20, except necessary action lawfully recoverable under clause 20.10. The Company may refuse an unaccepted change and apply clause 18.5 where Customer Default prevents performance. It cannot retrospectively replace an accepted rate with an unseen supplier tariff.

## 20. Prices credit invoices and payment

### 20.1 VAT and agreed price

Business quotations and the standard commercial tariff exclude VAT unless expressly stated otherwise. VAT is added at the legally applicable rate and tax point. Consumer quotations and payable totals include applicable VAT. Tax exemption or zero-rating applies where required by law; these Terms do not make every Service taxable irrespective of law.

### 20.2 Included and additional amounts

The Booking should identify included mileage, tolls, ferries, parking, congestion/clean-air charges, fuel or energy formula, crew, equipment, security and liability enhancement. Extras arise only under an accepted price/calculation in the Contract, Customer Default or necessary action under clause 20.10. An unquoted fuel surcharge or later unpublished tariff cannot retrospectively change an accepted fixed price. Future Bookings may be quoted differently.

### 20.3 External Costs and Company uplift

Where Customer Default, an accepted change or necessary additional action creates a distinct External Cost without an agreed fixed price for that same extra, the charge is 125% of that External Cost plus applicable VAT. This is a 25% uplift on cost for sourcing, administration, coordination, credit exposure and overhead, not a 25% gross margin. The Company supplies as principal unless a disclosed agency arrangement states otherwise.

If an expressly agreed tariff and this fallback both cover the same extra, only the higher applies, subject to the specific caps and priority rules in clauses 14.4, 18.2, 18.5 and 19.8. The specialist cancellation and waiting calculations prevail for the same capacity, commitment or waiting period. Supplier refunds and credits reduce the recoverable External Cost. The Company will give a reasonable explanation of the calculation; it need not disclose commercially confidential supplier rates beyond what law, court procedure or fair substantiation requires. Consumer consent and information rules remain applicable.

### 20.4 Advance payment and account due date

Without written credit approval, payment is in advance in cleared funds. Approval creates credit only to the stated limit and scope. Unless a different date was expressly agreed before the Contract, approved Business Customer transport and related invoices are payable by the 21st of the calendar month following their invoice date, subject to statutory public-authority payment periods. The invoice records the agreed obligation rather than introducing a new term after Booking. Duty/VAT advances and overseas disbursements follow clause 8.

The Company may require a deposit, balance before dispatch, guarantee or security by express agreement. A guarantee is not imposed on a director, employee or owner merely because they book. Cleared payment, not a payment screenshot or promise, satisfies an advance-payment requirement.

### 20.5 No Customer set-off

A Business Customer shall pay Charges in full without deduction, counterclaim, set-off, retention or withholding, except where mandatory law or a binding court order requires it or a Company director expressly agrees. A goods claim or absent original manuscript POD does not itself justify non-payment where performance is otherwise reasonably evidenced. Consumers retain clause 32 and statutory remedies.

### 20.6 Invoice queries

The Customer should give a detailed written query within five Business Days after receipt of the invoice, identifying the amount and reason. Undisputed amounts remain payable. For a Business Customer, absence of a query permits the Company to treat the invoice as accepted for account administration, subject to manifest error, fraud and mandatory law; it does not fabricate proof of an unperformed Service. A Consumer's statutory complaint or challenge is not barred by this window. A query does not extend a separately applicable claim deadline.

### 20.7 Business late-payment interest

Unless a binding agreed or mandatory regime requires otherwise, a Business Customer owes simple interest at 24% per annum, equivalent to the stated 2% per month, calculated daily at 24% divided by 365 on the unpaid principal from its due date until payment, before and after judgment to the extent lawful. It is not compounded. The clause 8 grace period applies to duty/VAT advances.

The contractual remedy is intended to be a substantial remedy under the Late Payment of Commercial Debts (Interest) Act 1998. Where statutory interest instead applies, the Company may recover that interest and the fixed compensation and additional reasonable recovery costs available under the legislation. Contractual and statutory interest are not both charged for the same principal and period. Public-authority and other mandatory rights are preserved.

### 20.8 Credit control and suspension

Subject to lawful privacy information, the Company may use credit-reference agencies, retain search records and make proportionate enquiries concerning the Customer and relevant directors/guarantors. It will provide required privacy information and comply with lawful processing requirements. The Customer shall give accurate account details and notify material changes.

A credit limit is the approved written sum, not an entitlement to two months' work. Unless expressly approved otherwise, the maximum permitted account ceiling is twice the Customer's average monthly invoiced Charges excluding VAT over the preceding three complete months; a new account uses the Company's approved forecast. The Company may approve less, require security, or decline credit. Amounts exceeding the approved limit require advance payment.

For overdue sums or materially increased credit risk, the Company may reduce/withdraw credit, suspend future or unperformed work, demand security and accelerate outstanding Business Customer sums to the extent lawful. Existing accrued rights survive. Mandatory insolvency restrictions under clause 27.4 and Consumer rights apply; credit withdrawal does not authorise unsafe abandonment of Goods.

### 20.9 Failed payments and recovery costs

The Customer shall reimburse reasonable direct bank and administrative costs caused by a failed or reversed payment to the extent lawful and caused by its breach. Consumer payment-method surcharge restrictions apply. Charges are not imposed merely because a Consumer exercises a valid statutory refund or payment dispute.

For a Business Customer debt referred to a solicitor or collection agency, the Company's reasonable referral administration Charge is £10 for a referred principal balance up to £500; £20 above £500 up to £1,000; or £30 above £1,000, plus applicable VAT. It is charged once for that referral, only for administration actually incurred, and credited against any compensation/recovery amount covering the same work. Reasonable further legal, court and collection costs are payable to the extent recoverable by contract and law. Re-referring or splitting a debt does not multiply fixed charges for the same work.

### 20.10 Necessary action and no double recovery

Where immediate lawful action is reasonably needed for safety, preservation, an authority requirement or to prevent disproportionate loss and instructions cannot reasonably be obtained, the Company may incur necessary reasonable cost. It will seek approval where practicable and notify the action and basis promptly afterwards. Costs caused by Company breach are not transferred to the Customer to that extent.

For all Charges, including original work, cancellations, waiting, detention, handling, storage, return, redelivery and External Costs, the same work, expense or loss may be recovered only once. Distinct services and separately evidenced costs may be recovered together. Specific caps prevail over a general uplift. Nothing limits a valid agreed price merely because the Company procures resources at a lower cost.

### 20.11 Company's own set-off

To the extent lawful, the Company may set off sums due from a Business Customer against sums due from the Company to that same Customer, notifying the amount and basis. This does not grant the Customer a reciprocal contractual right or authorise appropriation of sums belonging to a different legal person. Mandatory insolvency set-off and Consumer remedies prevail.

### 20.12 Payment security

The Customer must verify any purported change of bank details through the known Company telephone number before paying. Staff and drivers cannot direct payment to personal or unverified accounts. A fraudulent instruction is not automatically Company authority; responsibility for a fraud-related loss depends on the actual facts and law. Payment to an unauthorised account does not discharge a debt unless law or the Company's own responsibility requires that result.

## 21. Lien retention and lawful sale

### 21.1 Particular and general lien

To the extent permitted by law and the Customer's authority, the Company may retain Goods and documents in its possession for unpaid Charges and expenses relating to them. For a Business Customer that validly authorises it, the Company also has a contractual general lien for other sums due from that same Customer. It does not automatically secure unrelated debts of a non-contracting Consignee or owner. Owners' binding rights, mandatory transport rules, insolvency moratoria and Consumer rights prevail.

### 21.2 Custody and costs

These Terms continue during lawful retention. Reasonable custody, storage and necessary handling costs remain payable under clause 20, without duplicate recovery. The Company must still exercise the care required for its custody and cannot rely on a lien to disregard an accepted temperature, security or safety duty.

### 21.3 Notice and sale

Where the right and authority exist, the Company may give the Customer and known owners or interested persons written notice identifying Goods, debt, collection/payment requirements, proposed sale and a reasonable deadline of at least 14 calendar days after recorded receipt unless a longer statutory period applies. Any statutory notices or procedures, including those applicable to uncollected Goods, must also be followed. No contractual power overrides an owner's rights without a lawful basis.

After a valid deadline expires the Company may sell Goods by a lawful reasonable method, obtain a reasonable price in the circumstances and apply proceeds to secured debt and reasonable retention/sale costs. It will account for the lawful balance to the entitled person and provide a statement. The Customer remains liable for an unpaid balance lawfully owed.

### 21.4 Urgent Goods

Unsafe, unlawful, perishable or rapidly deteriorating Goods may require earlier isolation, return, rendering safe or lawful disposal where necessary. Notice must be given where reasonably practicable and statutory requirements respected. Waste disposal must use authorised persons and facilities; a lien does not authorise tipping or abandonment.

### 21.5 Customer authority and claims

The Customer shall indemnify the Company under clause 24 for loss caused by a false authority warranty or its breach concerning ownership and retention, subject to the Company's own duty to act lawfully and reasonably. A disputed debt or lien may be resolved by lawful security or court directions; an unsubstantiated lien does not create an unlimited power of disposal.

## 22. Company's liability and Standard Liability Limit

### 22.1 Not a common carrier

The Company is not a common carrier and accepts Goods only on the Contract.

### 22.2 Goods liability during accepted Services

For a Business Customer, subject to these Terms and mandatory law, the Company is liable for proved direct physical loss, shortage, misdelivery or physical damage to Goods during accepted carriage, actual Company custody, handling or storage only to the extent caused by the failure of the Company or persons for whom it is responsible to exercise reasonable care and skill. No greater responsibility is assumed for hidden contents, special outcomes or undeclared risks. This bespoke basis prevails over a non-mandatory inconsistent RHA basis. Consumer liability is governed by clause 32.

### 22.3 Applicable compensation calculation

For a Business Customer, compensation cannot exceed proved direct loss and the applicable contractual limit. Within those ceilings:

a. for Goods lost or misdelivered, the measure is the lower of their evidenced invoice value if sold, otherwise reasonable replacement cost at the start of accepted custody, and reasonable like-for-like replacement cost;

b. for damaged Goods, it is the lower applicable reasonable repair/reconditioning cost or evidenced reduction in value, without betterment, and cannot exceed the value of those Goods; and

c. salvage, recoveries and avoidable loss are taken into account.

Only a measure applicable and reasonably capable of assessment is used; no absent repair figure for lost Goods is treated as zero. Recoverable non-recoverable taxes/duties form part of evidenced value where law requires; recoverable VAT is not an additional loss. No settlement places the Customer in a better financial position than performance would have done.

### 22.4 Standard goods limits for Business Customers

Unless Enhanced Liability is expressly accepted under clause 23:

a. for a whole Consignment of 1,500kg or less, the goods limit is £25,000 per Consignment;

b. for a whole Consignment above 1,500kg, it is £1,300 per tonne of the gross weight of the Affected Goods only, with fractions of a tonne pro-rated; and

c. the same limits apply to accepted handling and incidental custody of that Consignment; planned storage is allocated under clause 25.5.

For a valid Business Customer goods claim, a weight-calculated cap below £10 is increased to £10, but payment never exceeds proved loss/value. The category is determined by the whole accepted load, not only the damaged part. The weight-based limit may be materially lower than £25,000 even just above the 1,500kg boundary. A declared value alone does not change it. Mandatory CMR and clause 32 Consumer rules prevail.

### 22.5 Part loss or damage

If only part of a Consignment is affected, only the value and gross weight of that part are used, even if the loss affects the usefulness or value of other Goods.

### 22.6 Other Business Customer loss

Subject to clause 22.12 and mandatory law, liability to a Business Customer for an accepted Service not governed by the goods limits, including contractual claims for Customer Equipment or premises damage, is limited in aggregate to the lower of proved direct loss and the Base Booking Price of the affected Booking. This is not a representation of motor or public-liability policy cover and does not bind an independent third-party claimant who has not agreed it. Clause 30 provides the incident procedure. A specific director-approved limit expressly recorded before the Service replaces this cap for its stated risk only.

### 22.7 Excluded Business Customer losses

Subject to clause 22.12 and mandatory law, the Company is not liable to a Business Customer for loss of profit, revenue, sales, business, production, opportunity, contracts, agreements, anticipated savings or goodwill; loss of use, business interruption, downtime or substitute procurement/transport cost; Customer penalties, chargebacks, fines or liquidated damages; software/data loss, corruption or disclosure; or indirect, consequential, special, incidental, exemplary or punitive loss. Those categories are excluded whether direct or indirect and whether foreseeable or disclosed.

Delay liability is excluded except an expressly accepted remedy under clause 13.4 or mandatory transport law. These Business Customer exclusions do not replace the Consumer rules in clause 32 or remove non-excludable data-protection liability.

### 22.8 Causes outside the accepted responsibility

For a Business Customer, the Company is not liable to the extent loss is caused by Customer Default; false Goods/instruction data; defective Customer packing, loading or restraint; inherent vice, latent defects or ordinary deterioration; unnotified temperature/security/handling needs; undeclared Restricted Goods; a genuine Force Majeure Event; proper compliance with lawful Customer instructions; or subsequent interference after an authorised safe-place delivery.

The Company does not accept responsibility for a task or period outside the accepted Service or actual custody. This does not exclude negligent performance of an accepted task, negligent custody under clauses 15 and 25, or its contribution to loss; clauses 22.9 and 22.12 apply. Mandatory convention defences remain governed by the convention itself.

### 22.9 Mixed causes and mitigation

Liability and Customer reimbursement or indemnity are adjusted to reflect each party's actual contribution to the loss and reasonable mitigation, subject to mandatory law. A Customer default does not transfer the part caused by Company negligence back to the Customer. References elsewhere to Customer-caused cost are read on this basis.

### 22.10 Aggregation and no duplicate limits

For a Business Customer, all claims for the same Consignment or Storage Lot, event or connected series involving that same accepted load are subject to one applicable goods limit. Separate Goods, counts, signatures, sites, changed vehicles, return movements and legal causes do not multiply the limit for the same loss. Independent separately booked loads retain their applicable limits unless a director-approved agreement expressly fixes an event aggregate before acceptance. Compensation for one loss cannot be recovered again as a premises, service, insurer or indemnity claim. Mandatory convention aggregation rules prevail.

### 22.11 Subcontractor protection

Every director, officer, employee, driver, agent and subcontractor of the Company may rely on the exclusions, defences, limits and indemnities in the Contract as if named as a party, subject to the same mandatory-law and non-excludable-liability qualifications which apply to the Company. The Company's aggregate liability together with theirs shall not exceed the limit that would apply to the Company alone.

### 22.12 Non-excludable liability

Nothing excludes or limits liability for:

a. death or personal injury caused by negligence;

b. fraud or fraudulent misrepresentation;

c. deliberate conversion of the Goods by the Company; or

d. any liability that cannot lawfully be excluded or limited.

Every exclusion and limitation is subject to the Unfair Contract Terms Act 1977 and any mandatory convention or statute.

## 23. Enhanced Liability and insurance

### 23.1 Carrier liability insurance

The Company carries on a limited-liability basis for Business Customers. Insurance maintained by the Company supports its own legal liability and is not an all-risks cargo policy for the Customer. It does not make the Customer co-insured or create a contractual direct insurer claim. Any statutory direct right, mandatory convention or other right which law gives the Customer is unaffected.

### 23.2 Customer cargo insurance

The Customer is responsible for arranging cargo insurance for the full value of the Goods and any business or consequential exposure. The Customer should do so whenever the value or importance of the Goods exceeds the Company's agreed liability.

### 23.3 Request and acceptance before custody

The Customer must request enhancement in Writing before the Booking is accepted, stating full value, description, total and item weights, special risks and required limit. A later request may be considered only if a director accepts it in Writing before the relevant Goods enter actual Company custody or accepted handling/storage begins. No enhancement applies retrospectively. A request does not oblige acceptance or delay collection without agreed Charges.

### 23.4 Written enhancement requirements

Enhanced Liability requires a director-approved written endorsement in the accepted Booking identifying the limit, Goods, Service phase, territory and period; any packing, security, route, parking or monitoring conditions; and the agreed surcharge. The surcharge must be paid before the enhanced Service starts unless a director expressly permits approved account credit for it. Company and any required insurer approval must both exist.

For CMR carriage, any declared value or special interest must also follow the applicable convention procedure and consignment-note requirements. Standard domestic enhanced figures do not replace mandatory CMR merely through a goods invoice or verbal discussion.

### 23.5 Available enhanced limits

Subject to insurer and Company approval:

a. for a Consignment of 1,500kg or less, the limit may be increased from £25,000 to a maximum of £45,000 per Consignment; and

b. for a Consignment of more than 1,500kg, the limit may be increased from £1,300 per tonne to a maximum of £1,700 per tonne, calculated on the gross weight of the Affected Goods.

For a Business Customer, no enhanced limit exceeds the Declared Value, proved loss or applicable valuation under clause 22.3. Enhancement does not reduce any mandatory Consumer or convention right.

### 23.6 Urgent requests

An urgent Booking may start only on standard liability if enhancement cannot be accepted in time and the Customer agrees to proceed on that disclosed basis. A promise to seek insurer approval, knowledge of value, collection, labels or later invoicing is not written acceptance. The enhancement deadline is before accepted custody or handling begins, not merely before vehicle departure.

### 23.7 Restricted and high-risk Goods

Enhanced Liability does not mean the Company accepts Restricted Goods or a risk excluded by its insurer. Those Goods require separate written acceptance and may be subject to a different limit, excess, condition or refusal.

### 23.8 Effect of Customer breach

An enhancement does not compensate loss caused by Customer breach or risks excluded from the specific accepted endorsement. Mixed causes are apportioned under clause 22.9. An unrelated breach does not automatically remove enhancement for a loss it did not cause, unless a lawful expressly accepted condition has that effect.

### 23.9 Insurance outcome

The Company's liability is determined by the Contract and mandatory law, not by whether an insurer admits, delays or declines cover. Equally, the existence or amount of insurance does not increase the Company's contractual liability.

## 24. Customer indemnity

### 24.1 Customer breach and third-party exposure

For a Business Customer, the Customer shall indemnify the Company against reasonably incurred direct liabilities, loss, duties, taxes, damages, investigation and professional costs arising from its breach, false or incomplete information, inadequate Customer packing/loading, unlawful or undeclared Goods, regulatory non-compliance, unsafe Customer operations, false ownership/authority or unlawful instructions.

It shall also indemnify the Company against an owner, Consignee or other interested person's Goods claim above the limit the Customer was authorised to accept on their behalf, to the extent lawful and attributable to its failure to obtain that authority or perform the agreed customer duties. This does not make a contractual goods limit binding on an independent person who did not agree it, nor reimburse the Company's own negligence by circular indemnity. Consumer responsibility is governed by clause 32.

### 24.2 Scope and mitigation

The indemnity covers reasonably incurred direct losses and third-party claims. The Company must take reasonable steps to mitigate loss and may not recover the same loss twice.

### 24.3 Control of claims

The Company shall, where reasonably practicable, notify the Customer of a material third-party claim. The Company controls the defence and settlement, but shall not settle on terms imposing a non-monetary obligation on the Customer without consent, not to be unreasonably withheld.

### 24.4 Limits on indemnities

Every indemnity and reimbursement in these Terms is subject to mandatory law, reasonable causation and clause 22.9. None transfers the Company's own non-transferable statutory duty, death/personal injury liability caused by negligence, fraud, or a criminal fine/penalty where reimbursement is unlawful or contrary to public policy. Consumers are not subject to the broad Business Customer indemnity; clause 32 applies.

## 25. Storage warehousing and stock

### 25.1 Accepted scope

Planned warehousing, fulfilment, inventory, cross-docking or storage is supplied only for the period, Goods, facility type, access, environmental conditions and tasks expressly accepted. These same Terms govern it. Any operational specification in the Booking supplies particulars rather than another set of trading terms. RHA Storage incorporation follows clause 2.5.

### 25.2 Incidental custody

Following failed delivery, Customer Default, lawful lien or emergency, the Company may select a reasonable secure facility, subcontract storage and move Goods there where necessary. Charges follow clauses 14 and 20. It must respect accepted conditions or notify and seek alternatives where the facility cannot reasonably meet them. Continuing reasonable care is governed by clauses 15 and 22.

### 25.3 Stock information and facilities

The Customer must declare storage risks, value, quantities, weight, stock identifiers, shelf life, temperature/humidity, segregation, contamination, fire and insurer requirements before acceptance. Hazardous, Waste, perishable and high-risk Goods require express acceptance. Standard storage is ambient; refrigeration, environmental control, bonded status, full-value insurance, picking accuracy guarantees, pest-free guarantees and continuous monitoring are not supplied merely because Goods need them.

### 25.4 Inventory movements

Company intake, scan and stock records are prima facie evidence of externally apparent movements and recorded units. Sealed contents are not verified unless an inventory task is accepted. The Customer must review supplied records and promptly report discrepancies under clause 17. Authorised release instructions must identify Goods and recipient; the Company may verify authority and pause suspicious instructions.

### 25.5 Storage liability

For a Business Customer, physical Goods liability during planned storage is determined under clauses 22 and 23 using the Storage Lot recorded at intake in place of Consignment. The whole lot determines the 1,500kg category and only Affected Goods weight is used for a heavier lot. Temporary storage of an existing Consignment retains that Consignment's limit and does not create another one. Other storage-service loss uses clause 22.6. Enhancement for carriage does not cover planned storage unless the endorsement expressly says so. Consumer and mandatory rights prevail.

### 25.6 Collection removal and overdue storage

The Customer must give reasonable release notice, provide safe suitable removal arrangements, pay due Charges subject to a lawful lien and remove Goods at the accepted end date. Storage continues at the agreed tariff while Goods remain lawfully held; after a contractually permitted extension, a changed rate must be notified and lawfully agreed or a reasonable removal opportunity offered. Uncollected Goods and urgent deterioration are handled under clause 21. Storage does not provide full-value customer cargo/stock insurance.

## 26. Confidentiality, personal data and records

### 26.1 Confidentiality

Each party shall keep the other's confidential commercial information confidential and use it only to perform or enforce the Contract, obtain insurance or advice, or comply with law.

### 26.2 Permitted disclosure

The Company may disclose information to employees, subcontractors, drivers, depots, carriers, customs agents, insurers, brokers, loss adjusters, professional advisers, debt-recovery agents, authorities and others who reasonably need it for the Services or protection of legal rights.

### 26.3 Data protection roles

Each party must comply with UK GDPR and applicable data-protection legislation for its actual role. For ordinary transport administration the parties generally determine their respective purposes as separate controllers; that description does not override the facts. Where the Company processes solely on documented Customer instructions as processor, the parties must put the legally required processing arrangements in place before that activity. No permission to share data authorises unlawful processing, retention or disclosure.

### 26.4 Customer warranty

The Customer warrants that it lawfully obtained and may share all sender, Consignee, employee and site-contact data supplied to the Company, and that it has provided required privacy information and obtained any necessary authority.

### 26.5 Operational records and privacy

The Company may lawfully process names, contacts, addresses, signatures, POD photographs, location/tracking, calls, messages and vehicle/driver records for accepted Services, safety, evidence, claims, insurance, account administration and compliance as explained in its Privacy Policy. Required privacy information will be provided, access restricted and retention limited to lawful justified periods, including applicable legal, tax, claims and regulatory requirements. A legal hold may preserve relevant evidence. The Company need not disclose another customer's, supplier's or person's confidential data except where law or fair claim investigation requires it.

### 26.6 Contents

The Customer must not include unnecessary personal data or confidential originals within Goods. Data-bearing Goods should be encrypted and backed up. Subject to clause 22.12, the Company is not liable for loss, disclosure or corruption of data.

## 27. Suspension and termination

### 27.1 Refusal suspension and termination

Subject to clause 27.4 and mandatory law, the Company may refuse an unaccepted Booking or suspend/terminate affected unperformed Services for material breach, overdue payment, materially increased credit risk, false or unsafe information, unlawful Goods, an objectively material security/compliance risk, cessation of business, insolvency or a binding authority requirement. It may act immediately for safety, legality, serious security or payment risk; otherwise it will give a reasonable opportunity to correct a remediable breach where practicable. Refusal of undeclared extra work is not termination of an obligation to perform it. Clause 32 applies to Consumers.

### 27.2 Accrued rights

Suspension or termination does not affect accrued Charges, payment, lien, liability, claims, confidentiality, data, indemnity or other provisions intended to survive.

### 27.3 Goods in possession

The Customer remains responsible for Charges and must give lawful instructions for Goods already in the Company's possession. Clauses 14, 21 and 24 continue to apply.

### 27.4 Mandatory insolvency protection

Termination, suspension, credit withdrawal, acceleration, liens and demands for pre-insolvency debts may be restricted by the Insolvency Act 1986, including section 233B, a moratorium or court order. The Company shall exercise only rights lawfully available in the circumstances, including any permitted consent or hardship application. These Terms do not make payment of protected pre-insolvency arrears an unlawful condition of continued supply. Mandatory insolvency set-off is unaffected.

## 28. Compliance and ethical requirements

### 28.1 Laws

Each party shall comply with laws applicable to it, including road transport, health and safety, anti-bribery, anti-tax-evasion facilitation, modern slavery, sanctions, export control and data-protection laws.

### 28.2 Customer instructions

The Company is not obliged to follow an instruction that it reasonably considers unlawful, unsafe, unethical or inconsistent with an insurer or authority requirement.

### 28.3 Audit information

The Customer shall provide information reasonably required to verify compliance relating to the Goods and Booking.

## 29. General provisions

### 29.1 Entire agreement and representations

For Business Customers the Contract is the entire agreement for the Booking and replaces prior non-contractual discussions concerning that Booking. A binding signed framework is not extinguished by a later standard-term statement. To the extent reasonable and lawful, the Business Customer relies on recorded contractual particulars rather than unauthorised statements; nothing excludes fraud or a liability which cannot lawfully be excluded. Misrepresentation exclusions are subject to applicable reasonableness requirements. Consumer pre-contract statements and statutory rights are governed by clause 32.

### 29.2 Updates

The Company may update these Terms, service schedules and standard operational rates for future Bookings by publishing or issuing a new dated version. An update does not alter an already accepted Booking unless:

a. both parties agree in Writing; or

b. a change is reasonably necessary for immediate legal, safety, security or regulatory compliance and does not retrospectively increase the Customer's price or reduce an accrued right except where mandatory law requires it.

### 29.3 Assignment and receivables

A Business Customer may not transfer its Contract without Company consent, not unreasonably withheld where no material risk results. The Company may assign debts and may transfer performance to an affiliate or successor on notice only to the extent lawful, without increasing Customer obligations or reducing accrued rights. Subcontracting remains governed by clause 9.5. For a Consumer a transfer must not reduce contractual or statutory protection or cause material prejudice.

### 29.4 No partnership or agency

Nothing creates a partnership, joint venture, fiduciary relationship or authority for the Customer to bind the Company.

### 29.5 Waiver

A failure or delay in exercising a right is not a waiver. A waiver applies only to the specific circumstance confirmed in Writing.

### 29.6 Severance

If a provision is invalid or unenforceable, it shall be modified to the minimum extent necessary or deleted, without affecting the remainder.

### 29.7 Third-party rights

Except for persons protected under clause 22.11, a person who is not a party has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce the Contract.

### 29.8 Contact notices and documents

Operational instructions, complaints and claims may be sent to ops@synergixsameday.com or the accepted Booking channel; urgent instructions should also be telephoned. A statutory cancellation by a Consumer can be any clear communication under clause 32. Legal notices may be sent to the registered office, the correspondence address or an expressly accepted legal email, and take effect on actual recorded receipt subject to mandatory rules. This does not designate email as valid court-process service without the consent or rule required by the court. Parties must promptly notify changed contact details; lost access to an inbox does not extend a mandatory deadline by itself.

### 29.9 Law and jurisdiction

English and Welsh law governs the Contract and non-contractual disputes, subject to any mandatory law applicable to the Services or Customer. For Business Customers the courts of England and Wales have exclusive jurisdiction except mandatory CMR or other jurisdiction rights. A Consumer retains mandatory protections and any right to bring proceedings in the courts of their habitual residence; these Terms do not impose exclusive English jurisdiction where law prevents that.

## 30. Premises vehicles trailers and other property damage

### 30.1 Incident response

Any incident involving gates, floors, docks, shutters, buildings, vehicles, trailers, equipment or other property must be reported promptly to Company operations. The Customer must obtain site/owner details, photographs of the wider scene and alleged damage, relevant CCTV, witness and incident records, vehicle/trailer identity and available pre-incident condition evidence. Safety, emergency services and legal reporting take priority.

### 30.2 Business Customer notice

A Business Customer must provide written incident notice within 24 elapsed hours after the event or, for damage genuinely not reasonably apparent, after reasonable discovery, subject to clauses 17.5 and 17.12. Available evidence is due within 48 elapsed hours after notice and the reasonably obtainable complete pack within 14 calendar days, including ownership/responsibility, repair quotations and any alternative quotations reasonably requested. Failure has only the effect allowed by clause 17.13 and law; the Customer cannot waive an independent owner's rights without authority.

### 30.3 Cause condition and compensation

The Company is liable only to the extent legally responsible for proven damage caused by its breach or negligence, subject to lawful applicable limits. Pre-existing defects, ordinary wear and deterioration, unsafe Customer Equipment and damage caused by Customer operations are not Company-caused loss. Compensation does not pay for unjustified replacement of undamaged components, upgrades, betterment or unrelated work. Reasonable emergency mitigation must be evidenced.

### 30.4 Insurers and admissions

The Company may notify and involve motor, public-liability, goods or subcontractor insurers as appropriate. The Customer must cooperate and preserve evidence but must not admit liability for the Company, accept repair liability on its behalf or commit it to settlement. Necessary safety repairs may proceed where delay would be unreasonable, with records and reasonable inspection access preserved. Investigation is not an admission and insurance outcome does not determine legal liability.

### 30.5 Limits and third parties

For Business Customer contractual claims the other-loss limit in clause 22.6 applies unless a director expressly accepts a specific property or Customer Equipment limit before the Service. Goods claims remain under the goods limits. These provisions do not limit statutory motor liability, death/personal injury liability or the rights of an independent third party who did not contract. Consumer liability follows clause 32.

## 31. Specialist Services and recorded scope

### 31.1 Express acceptance

Describing a possible Service in these Terms does not mean it is offered, authorised, insured or accepted for every Booking. Specialist work must be described, accepted and priced in the same Booking Confirmation, with the relevant equipment, competence, conditions and any director-approved enhanced limit recorded before work. These Terms remain the single set of trading conditions.

### 31.2 Temperature controlled and perishable Goods

The Customer must give the required product and air temperatures, tolerances, pre-conditioning, shelf life, packaging, loading duration, contamination/segregation, monitoring and calibration requirements, delivery window and rejection criteria. A refrigerated vehicle does not promise a product temperature, continuous telemetry or a particular record unless expressly accepted. The Customer must present Goods at the agreed temperature and provide suitable packaging and access. The Company must use reasonable care with expressly accepted temperature obligations; inherent deterioration and Customer breach remain subject to causation, mandatory law and the applicable goods limit.

### 31.3 Dangerous medical and regulated Goods

The Customer must disclose classifications, UN numbers, proper shipping names, quantities, ADR transport categories and exemptions relied on, packaging/marks, safety and emergency instructions, permits, recipient authority and chain-of-custody requirements where applicable. The Company may decline goods outside its available authorisations or competence. A Customer's claimed exemption does not bind the Company or relieve either party's actual statutory role. Controlled medicines, samples and biologically sensitive Goods require recorded identity, temperature, security and lawful recipient requirements; the Company does not warrant clinical efficacy, sterility or sample viability merely through carriage.

### 31.4 Installation assembly lifting and machinery

Standard carriage, driver handball, tail-lift use or placing Goods at the delivery point does not include installation, commissioning, electrical/plumbing connection, rigging, crane operation, dismantling, testing or certification. Such tasks require express accepted scope, risk and method information, lifting points, weights, floor/access capacity, competent resources and any required authority. Machinery must be made safe for transport with fluids, batteries, moving parts and residual hazards disclosed. Existing premises/services must be identified by the Customer. The Company does not assume design, manufacturing or latent-defect responsibility. Liability for accepted Goods work follows clause 22; other work follows clause 22.6 unless law or a director-approved limit requires otherwise.

### 31.5 High value security and fraud controls

High-value or theft-attractive Goods require declared value, agreed security and any enhancement before custody. The Customer must nominate authorised instruction/receipt contacts and protect its booking credentials. Redirection, destination or account changes may require independent verification; the Company may pause suspicious requests and will communicate promptly where practicable. Requested dual-person receipt, IDs, seals, escorts, restricted parking or a prohibition on transhipment must be expressly accepted. No security measure guarantees against every theft or fraud; the Company remains responsible under the accepted duties and law.

### 31.6 Multi-drop routes and reserved vehicles

The Booking must identify stops, Goods/count/weight assigned to them, delivery windows, included time, returns, empty-running, cancellation of stops and reserved period. A dedicated vehicle is exclusive only for the stated movement/period; lawful emergency and safety action remains permitted. No minimum job volume, fixed recurring capacity, indefinite dedicated allocation or rate renewal is implied by repeated work. Goods travelling together as one recorded load do not obtain a separate £25,000 limit merely through each parcel, POD or stop; a different consignment allocation requires express recording before acceptance. Mandatory law prevails.

### 31.7 Equipment exchanges returns and collections

Pallet, cage, stillage, container or Customer Equipment exchange, collection and return is a separate accepted task with quantities and condition recorded. A delivery signature does not by itself confirm equal exchange or create liability for an undocumented pallet account. The Customer must supply accurate balances and lawful authority. Company-supplied equipment remains its owner's property; the Customer must take reasonable care, avoid unauthorised use or disposal and return it as agreed. Liability for misuse or damage follows causation and law, not an automatic unexplained new-for-old replacement Charge.

### 31.8 Forwarding and third-party procurement

Where the Company expressly agrees to procure a separate specialist service as disclosed agent, that role, provider and any relevant provider conditions must be identified and made available before acceptance. It remains responsible for its own accepted procurement duties and cannot avoid principal-carrier liability simply by calling a subcontracted movement agency after loss. No Customs, insurance-broker, professional certification or waste-producer role is assumed without express lawful acceptance.

### 31.9 Specialist Vehicle booking requirements

A Specialist Vehicle Booking must identify the vehicle/equipment configuration, capacity, dimensions, operator and crew requirements, reserved hire period and the waiting/cancellation particulars in clauses 18.5 and 19.8. The Customer must supply accurate site access, ground/load-bearing conditions, clearances, Goods weights and lifting points, unloading/positioning requirements, permits, site bookings and relevant safety or lifting plans before acceptance. A crane, forklift or other fitted device does not authorise an undeclared lift or task.

Vehicle and equipment operation, mobilisation, demobilisation, positioning, escorts, permits, additional crew and specialist handling must each be expressly included or priced where required. Such operational price particulars form part of this same Contract and do not create another set of trading terms. A Specialist Vehicle or a higher service price does not automatically increase liability, provide full-value insurance or guarantee an outcome; any enhancement or guarantee must be expressly accepted under clauses 13 and 23.

## 32. Consumer rights within these same Terms

### 32.1 When this clause applies

This clause applies only where the Customer is legally a Consumer. A one-off commercial job remains a Business Customer Booking; a personal job remains a Consumer Booking even if the individual also runs a business. These are the same Terms for both. This clause prevails over conflicting liability, evidence, claims, payment, cancellation, variation, lien, indemnity and jurisdiction restrictions; mandatory convention rules also prevail to their lawful extent.

### 32.2 Care skill and information

The Company must perform accepted Services with reasonable care and skill and honour information about the Company or Service which consumer law makes binding. Where price or time is not agreed, statutory reasonable-price/time requirements apply. Before formation the Company will supply the required service particulars, identity/contact/address, total VAT-inclusive price or calculation, applicable extras, payment/performance arrangements and applicable cancellation information in the required form. The Consumer's statutory repeat-performance, price-reduction, damages and other remedies are not replaced by an exclusive service credit or refund clause.

### 32.3 Consumer loss and statutory claims

Domestic Business Customer caps in clauses 22.4, 22.6 and 25.5, excluded-loss categories in clause 22.7, nine-month proceedings period and contractual notice claim bars do not apply to Consumer claims. The Company is responsible for loss it causes which is recoverable under applicable consumer and other law, including foreseeable loss from its breach; mandatory transport limits apply where legally applicable. It is not responsible for loss caused by the Consumer's own breach, inherent Goods characteristics or events for which law does not make it responsible. No term excludes negligence causing death/personal injury, fraud, statutory data rights or other non-excludable liability.

POD and records remain evidence open to contrary proof. A Consumer should promptly report damage and preserve evidence so the Company can investigate, but a missed administrative deadline or clean signature does not remove statutory rights. The Consumer need not obtain repairs or value evidence which it cannot reasonably obtain.

### 32.4 Cancellation of dated goods transport

Where the Contract provides transport of goods for a specific date or period, the statutory distance/off-premises change-of-mind cancellation right is excluded to the extent regulation 28(1)(h) of the Consumer Contracts Regulations 2013 applies. This does not remove rights for Company breach or another cancellation right which law gives. The Company must identify the dated service and applicable exclusion before Booking; describing every ancillary service as transport does not establish the exception.

For a permitted contractual Consumer cancellation without a statutory cooling-off right, the Company may retain or charge only a fair amount for its net loss, work performed and reasonably unavoidable commitments caused by that cancellation, taking account of saved costs and reasonable mitigation or replacement work. The Business Customer percentages are not an automatic Consumer charge. The Company will explain the basis and refund the remaining prepaid balance.

### 32.5 Other services with a statutory cooling-off right

Where a Consumer distance/off-premises Service is legally subject to a cancellation period and no exception applies, the Consumer may cancel without giving a reason within 14 calendar days after the Contract forms, or any extended period required by law if information was not properly provided. A clear statement by email to ops@synergixsameday.com, telephone on 01782 911 181 or post to the correspondence address is sufficient. The optional form in clause 32.9 may be used but is not required. The Consumer must communicate cancellation before the relevant period expires.

### 32.6 Starting within a cooling-off period

For a Service carrying that right, work starts within the period only on the Consumer's separate express request, on a durable medium where required. If the Consumer lawfully cancels after requested partial performance, it owes only the proportionate lawful amount for the work supplied until cancellation, calculated from the agreed total or lawful market value where required. The right ends on full performance only after the legally required express request and acknowledgement of that consequence. Agreeing these Terms alone is not that request or acknowledgement. If the statutory requirements for charging early work are absent, the Consumer does not owe a charge which law prohibits.

### 32.7 Refunds payments and extras

On statutory cooling-off cancellation, lawful refunds are made within 14 calendar days after cancellation is communicated, using the original payment means unless the Consumer expressly agrees otherwise, without a refund fee. The same statutory refund requirements apply where consumer law requires a price reduction. Consumer advance payment remains as agreed before Booking. Extras require prior express consent or a lawful basis; preselected options and retrospective undisclosed tariffs do not impose them. VAT-inclusive waiting/handling rates and computation must be disclosed before agreement.

Consumers are not charged Business Customer 24% interest, statutory commercial debt compensation or the broad Business Customer indemnity. Reasonable costs directly caused by a Consumer's breach may be recoverable only as law permits; valid exercise of a right is not breach. No no-set-off clause removes a lawful refund, price reduction, defence or withholding right. Credit is optional, not an entitlement, and no regulated consumer-credit product is created by these Terms.

### 32.8 Consumer changes and complaints

Material changes to an accepted Consumer Booking require consent or a lawful justified basis; a reduction of agreed protection is not imposed retrospectively. The Company may refuse unsafe or unlawful work and take necessary preservation action but must fairly account for unperformed Services. The Consumer can complain to ops@synergixsameday.com or the telephone number above. If a complaint remains unresolved, the Company will provide any legally required alternative dispute-resolution information and state whether it agrees to use that process; no unverified membership or obligation to use arbitration is imposed. Mandatory home-jurisdiction rights remain available.

### 32.9 Optional cancellation form

To Synergix Sameday Solutions Limited, Unit 73, Bedford Street, Stoke-on-Trent, ST1 4PZ; ops@synergixsameday.com:

I give notice that I cancel my Contract for the following Service:

Service and Booking reference: ________________________________________

Contract date: ______________________________________________________

Consumer name: ____________________________________________________

Consumer address: __________________________________________________

Date of notice: ______________________________________________________

Signature (only if submitted on paper): __________________________________

This form is relevant where a statutory cancellation right exists; it does not create one for an exempt dated transport service.

## 33. Integrated standard commercial tariff

### 33.1 How this tariff applies

This tariff forms part of the same Terms. The operative clauses control triggers, calculation, caps and exclusions. Job-specific price, credit or service particulars must be expressly agreed in the Booking; there is no separate set of account or one-off trading conditions. Figures below exclude VAT for Business Customers. Consumer payable figures include applicable VAT as shown in the quote and clause 32 applies.

### 33.2 Matters requiring express particulars

The Booking must record any different tariff; named guaranteed service and remedy; specialist vehicle/crew/handling; agreed security or temperature conditions; reserved-day or multi-drop arrangement; separate customs representation; declared value and enhancement; planned storage lot/conditions; and approved credit/payment details. Their absence does not authorise undisclosed charges or imply acceptance of specialist risks. It leaves the standard applicable scope and these Terms in place.

For a Specialist Vehicle, the quotation and Booking Confirmation must identify the resources, reserved period, minimum hire, included equipment/crew and known non-refundable commitments. They should confirm the applicable waiting rate and included time. Where no alternative is expressly agreed, clauses 18.5 and 19.8 supply the disclosed default cancellation and waiting calculations, and clause 19.1 supplies included site time. Any different rate, allowance, rounding, minimum waiting charge, cancellation calculation or extra resource charge must be supplied and expressly agreed before Booking. These particulars form part of this one set of Terms; an unseen supplier tariff is not incorporated automatically.

### 33.3 Standard rates

| Item | Standard basis | Controlling clause |

|---|---|---|

| Standard Light Vehicle included collection and delivery time | 30 minutes at each site | 19.1 |

| Standard Heavy Vehicle included collection and delivery time | 60 minutes at each site | 19.1 |

| Standard Light Vehicle excess waiting | £7.50 per commenced 15 minutes | 19.2 |

| Standard Heavy Vehicle excess waiting | £45 per hour, pro-rated to actual minute | 19.2 |

| Specialist Vehicle included site time | Light: 30 minutes each end; Heavy: 60 minutes each end, unless different time expressly agreed; no duplicate charge for paid hire time | 19.1, 19.8 |

| Specialist Vehicle waiting | Normally £45-£120/hour ex VAT. If no rate agreed: supplier hourly rate x 125%, minimum £45, maximum £120; own resource £45. Actual-minute calculation | 19.8 |

| Specialist Vehicle cancellation and reserved hire | May arise on commitment, including more than 48 hours before start. Supplier unavoidable charge x 125%, or evidenced own-resource net loss; aggregate maximum 100% of affected Base Booking Price, with savings/refunds credited | 18.5 |

| Accepted manual handling | Higher of £7.50 per commenced 250kg and £7.50 per agreed unit, per person per site; £15 minimum per person per site | 19.5 |

| Nearby holding-location movement after failed delivery | 25% of affected Base Booking Price | 14.4 |

| Redelivery from that location | 31.25% of same Base Booking Price | 14.4 |

| Combined movement and redelivery cap | 50% for those two movement elements | 14.4 |

| Secure third-party storage | £43.75 per 24 hours or part, or 125% of distinct storage External Cost if higher | 14.4 |

| Distinct otherwise unpriced External Cost | 125% of cost; no duplicate tariff recovery | 20.3 |

| Business Customer duty/VAT advance facility fee | 3% of advance; £10 minimum | 8.3 |

| Approved Business Customer ordinary account payment | 21st of month following invoice date, unless otherwise agreed or mandatory law applies | 20.4 |

| Business Customer contractual late interest | Simple 24% per annum, daily, subject to statutory alternative | 20.7 |

| Business debt referral administration | £10 / £20 / £30 by referred balance; reasonable actual administration only | 20.9 |

| Standard vehicle business cancellation maximum | Up to 100% of affected Base Booking Price within 24 hours or after dispatch. Below is the usual guide, not a fixed cap; exceeding it requires substantiated commitments/net loss, credits and no duplication | 18.2, 18.4 |

| Standard vehicle business cancellation before dispatch more than 24 hours ahead | Normally 0%; qualifying commitments or agreed reserved capacity may be payable, subject to cap | 18.2, 18.4 |

| Standard vehicle business cancellation before dispatch more than 4 up to 24 hours ahead | Usual guide 25%; substantiated higher recovery up to 100% under 18.2 | 18.2, 18.4 |

| Standard vehicle business cancellation before dispatch 4 hours or less ahead | Usual guide 50%; substantiated higher recovery up to 100% under 18.2 | 18.2, 18.4 |

| Standard vehicle business cancellation after dispatch before arrival | Usual guide 75%; substantiated higher recovery up to 100% under 18.2 | 18.2, 18.4 |

| Standard vehicle business cancellation after arrival or collection attempt | Usual guide 100%; distinct extras only without duplicate recovery | 18.2, 18.4 |

| Standard vehicle business cancellation after custody or collection | Usual guide 100%; distinct necessary return/storage/handling only without duplicate recovery | 18.2, 18.4 |

| Business goods limit at or below 1,500kg | £25,000 standard; enhanced maximum £45,000 if accepted | 22 and 23 |

| Business goods limit above 1,500kg | £1,300 per tonne of Affected Goods; enhanced maximum £1,700 if accepted | 22 and 23 |