Terms and Conditions

1. General terms

These Terms and Conditions apply to all parcel delivery, cargo shipping, freight forwarding, collection, handling, storage, booking and related services provided by Global Express Cargo, referred to in these terms as “we”, “us” or “our”.

The customer, sender, receiver, account holder or any person booking a shipment is referred to as “you” or “your”. By booking a service, handing over goods, paying for a service or using our website, you agree to these Terms and Conditions.

If you book a shipment on behalf of another person, business or organisation, you confirm that you have permission to accept these terms on their behalf.

Nothing in these terms excludes or limits any legal rights that cannot be excluded under UK law, including consumer rights where applicable.

2. Our services

Global Express Cargo provides parcel delivery, cargo shipping and related logistics support. We may arrange transport using our own network, partner companies, agents, couriers, freight providers, warehouse operators or other third-party carriers.

We may accept parcels, boxes, crates, pallets and larger shipments, subject to route availability, carrier acceptance, customs rules, sanctions rules, safety checks and these terms.

We reserve the right to refuse, delay, return, hold, inspect or cancel any shipment where we reasonably believe that the shipment may be unsafe, illegal, wrongly declared, badly packed, unpaid, restricted, prohibited, high risk or unsuitable for the selected service.

Any service description, delivery route, price estimate or delivery timeframe shown on our website is provided for guidance only unless we confirm it in writing as part of a specific booking.

3. Customer responsibilities

You are responsible for making sure that all shipment information is complete, accurate and honest. This includes the sender details, receiver details, phone numbers, addresses, item description, value, weight, dimensions, contents and any customs or document information.

You are also responsible for making sure that the goods are legally allowed to be sent, exported, imported, transported and received in all countries involved in the shipment.

You must pack the goods safely and securely. Packaging must be suitable for the item, route, handling, loading, unloading, storage and international transport. Fragile, valuable, sharp, liquid, electronic or sensitive items must be packed with extra care.

You agree to pay all charges, fees, customs duties, taxes, penalties, storage costs, return costs, disposal costs, correction costs, redelivery costs and other costs caused by inaccurate information, failed delivery, prohibited goods, unpaid fees, customs issues, receiver refusal or your breach of these terms.

4. Prohibited and restricted items

You must not send any item that is illegal, unsafe, prohibited, restricted or unsuitable for transport. This applies even if the item is accepted by mistake.

Prohibited items may include, but are not limited to:

• cash, bank cards, passports, identity documents, securities or negotiable instruments;
• weapons, ammunition, explosives, fireworks or military goods;
• drugs, illegal substances, controlled medicines or prescription medicine without permission;
• hazardous goods, toxic substances, chemicals, compressed gases or flammable items;
• aerosols, perfumes, aftershaves, fuels, paints, solvents, glue or similar liquids;
• live animals, plants, seeds, biological materials or perishable goods;
• counterfeit goods, stolen goods or goods that infringe intellectual property rights;
• high-value jewellery, precious metals, antiques, artwork or collectibles unless agreed in writing;
• batteries, power banks, electronics with damaged batteries or loose lithium batteries where restricted;
• any goods restricted by customs, sanctions, export controls, import controls or carrier rules.

If you send prohibited or restricted items, we may refuse the shipment, hold it, return it, dispose of it, report it to the authorities or pass it to the relevant carrier, customs office or enforcement body. You may not be entitled to a refund or compensation in these circumstances.

You agree to indemnify us against all losses, claims, penalties, fines, legal costs, damage, delay, injury or liability caused by prohibited, restricted, unsafe, illegal, badly packed or wrongly declared goods.

5. Customs, import rules, export rules and sanctions

International shipments may be subject to customs checks, import duties, VAT, local taxes, inspections, clearance delays, export controls, import controls, sanctions checks and other government requirements.

You are responsible for providing accurate customs information and for paying any duties, taxes, fees, penalties or charges required by customs, authorities, carriers or local agents.

We do not guarantee customs clearance, import permission, export permission or delivery where a shipment is delayed, refused, seized, returned, destroyed or restricted by customs, border authorities, carriers, sanctions rules or local law.

We may refuse or cancel any shipment where we believe there is a risk of breaching UK sanctions, export controls, import controls, customs rules or any applicable law. This includes shipments involving sanctioned countries, sanctioned persons, restricted territories, restricted goods or high-risk diversion routes.

You confirm that the sender, receiver, end user and goods are not subject to sanctions or legal restrictions that prevent the shipment from being accepted, transported, exported, imported or delivered.

6. Prices, payments and additional charges

Prices may be based on actual weight, volumetric weight, route, destination, shipment type, size, handling requirements, carrier charges, customs requirements or other service factors.

Any price shown by a calculator, website form or message is an estimate until the shipment is checked, accepted and confirmed. The final price may change if the weight, dimensions, route, contents or service details are different from the information originally provided.

Payment must be made when requested. We may refuse to release, dispatch or deliver goods until all outstanding charges are paid.

Additional charges may apply for storage, failed delivery, incorrect address, redelivery, return, oversized items, repacking, customs paperwork, disposal, carrier surcharges, remote areas, waiting time or other costs outside the original booking.

All unpaid amounts may be deducted from refunds, compensation or any money owed to you, where legally allowed.

7. Delivery times and delays

Delivery times are estimates only unless we expressly confirm a guaranteed service in writing. Estimated delivery times may be affected by customs, weather, traffic, border delays, carrier delays, public holidays, strikes, war, sanctions, inspections, address issues, receiver availability or other events outside our control.

We are not liable for delay where the delay is caused by circumstances outside our reasonable control, third-party carriers, customs checks, incorrect information, prohibited goods, unpaid charges, receiver refusal or force majeure events.

Where a delay occurs, we will try to provide reasonable support and updates where possible. However, we do not guarantee uninterrupted tracking or exact delivery dates for all routes.

8. Liability limits

We will provide our services with reasonable care and skill. However, you accept that transport and logistics involve risks, including delay, loss, damage, customs issues, inspections and third-party handling.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot be excluded by law.

Subject to the paragraph above and where legally allowed, our liability for loss or damage is limited to the lower of:

• the actual proven value of the lost or damaged goods;
• the amount of cover purchased for the shipment, if any;
• the liability limit applied by the relevant carrier, convention, law or transport provider; or
• £50 per shipment where no additional cover has been purchased.

We are not liable for indirect loss, loss of profit, loss of business, loss of market, loss of opportunity, emotional distress, inconvenience, loss of data, loss of reputation or any special or consequential loss.

We are not liable for damage or loss caused by poor packaging, incorrect information, prohibited items, fragile items, liquids, perishable goods, customs action, sanctions action, government action, receiver refusal, unpaid charges or events outside our reasonable control.

If the value of your goods is higher than our standard liability limit, you must tell us before booking and ask about additional cover. If additional cover is not available or not purchased, you accept the standard liability limit.

9. Claims for loss, damage or delay

You must check the shipment as soon as it is received. If there is visible damage, missing goods or another problem, you must notify us as soon as possible and provide evidence.

All claims must be made in writing within the following time limits:

• visible damage: within 24 hours of delivery;
• missing items or partial loss: within 48 hours of delivery;
• non-delivery or suspected loss: within 14 days from the estimated delivery date;
• any other claim: within 14 days of the event giving rise to the claim.

You must keep the original packaging and goods for inspection. We may reject a claim if the goods or packaging are thrown away, repaired, moved or changed before inspection.

Claims must include the booking reference, sender and receiver details, item description, proof of value, photos, packaging photos and any other evidence we reasonably request.

We may reject any claim that is late, unsupported, exaggerated, fraudulent, connected to prohibited goods or caused by your breach of these terms.

10. Unclaimed, unpaid or undeliverable shipments

If a shipment cannot be delivered because of an incorrect address, receiver refusal, unpaid charges, customs issue, missing documents, no response, route restriction or any other reason outside our control, we may hold, return, redirect, dispose of or store the shipment.

Storage charges may apply after 7 calendar days from the date we ask for action, payment, documents or collection.

If a shipment remains unclaimed, unpaid or undeliverable for more than 30 calendar days after we contact you or the receiver, we may treat the shipment as abandoned where legally allowed. We may then dispose of, sell, recycle or destroy the goods to recover costs.

You remain responsible for all costs linked to storage, return, redirection, disposal, customs, penalties, failed delivery and unpaid charges.

11. Cancellations and refunds

Cancellation rights depend on the shipment status and the service booked. If you cancel before collection, processing or carrier booking, we may refund the amount paid minus any costs already incurred.

Once a shipment has been collected, processed, dispatched, booked with a carrier, stored, labelled or handled, cancellation may not be possible and any refund may be reduced or refused.

We may cancel or refuse a booking if the shipment is unsuitable, unsafe, unpaid, restricted, prohibited, wrongly declared, affected by sanctions or impossible to deliver through the selected route.

Refunds do not include customs charges, carrier charges, storage charges, return fees, payment processing fees or other costs already incurred, unless the law requires otherwise.

12. Governing law and disputes

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

If a problem occurs, you should contact us first so we can try to resolve it. We may ask for documents, photos, receipts, proof of value and other evidence before making a decision.

If you are a consumer, you may have legal rights that apply in addition to these terms. Nothing in these terms is intended to remove those rights.

If any part of these terms is found to be invalid, unfair or unenforceable, the remaining parts will continue to apply as far as legally possible.