Payment, Booking & Cancellation Terms

About LogiMate Group Ltd

LogiMate Group Ltd provides courier and logistics services across the United Kingdom, including same-day delivery, next-day delivery, economy delivery, dedicated vehicle transport, pallet delivery and multi-stop courier bookings.

Website: logimate.uk

Email: quotes@logimate.uk

Booking and Payment

All online bookings must be paid in full at the time of booking.

A booking is only confirmed after successful payment has been received through Stripe.

After successful payment, the customer will receive a booking confirmation by email. LogiMate Group Ltd will also receive a paid booking notification.

If payment is not completed, the booking is not confirmed.

Payments are processed securely through Stripe. LogiMate Group Ltd does not store customer card details.

Online Quote Calculation

The online calculator estimates the courier price based on the information entered by the customer, including:

• collection postcode;
• delivery postcode;
• full collection and delivery addresses;
• vehicle type;
• delivery speed;
• number of stops;
• multi-stop route details, where applicable;
• preferred collection date and time.

For multi-stop bookings, the total route mileage is calculated across the full route entered by the customer. Extra stop charges are added separately based on the selected vehicle type.

The final price shown before payment may include:

• route mileage price;
• minimum charge, where applicable;
• delivery speed discount, where applicable;
• long-distance discount, where applicable;
• extra stop charges, where applicable;
• VAT or an amount equivalent to VAT where applicable;
• total amount payable.

Delivery Speed and Pricing

The online calculator may offer different delivery speed options.

Same-day delivery is charged at the standard rate because it is urgent and may require immediate driver allocation.

Next-day delivery may receive a discount where available.

Economy delivery may receive a discount where available, usually where the booking is made several days in advance and allows greater operational flexibility.

Any discounts shown by the calculator apply only as displayed at the time of booking. Discounts do not usually apply to extra stop charges, waiting time, loading/unloading charges, congestion charges, ULEZ, parking, tolls or other additional costs.

Multi-Stop Bookings

A standard booking includes one collection address and one delivery address.

A multi-stop booking includes additional collection or delivery stops.

For multi-stop bookings, the calculator estimates the total mileage across the full entered route. Extra stop charges are added for each additional stop beyond the standard two addresses.

The online calculator supports a limited number of stops. Larger, complex or unusual routes may require a manual quote.

If the customer requires additional stops after payment, additional charges may apply.

VAT

Prices shown on the website may include VAT or an amount equivalent to VAT where applicable.

Where VAT applies, VAT will be calculated at the applicable UK VAT rate.

Extra Charges

The online quote only covers the route, vehicle type, delivery speed and stops shown in the quote at the time of booking.

Additional charges may apply where the booking involves any of the following:

• waiting time;
• loading or unloading assistance;
• handballing;
• congestion charge;
• ULEZ or other road charges;
• parking charges;
• tolls;
• incorrect or incomplete addresses;
• failed collection or failed delivery;
• extra stops not included in the original booking;
• oversized, overweight, unsafe or incorrectly described goods;
• restricted access;
• stairs;
• long walking distance;
• special site requirements;
• delays caused by the customer, sender, receiver or site access conditions.

Where possible, any additional charges will be explained to the customer before they are added to the booking or charged to the customer.

Cancellation and Refund Policy

Refunds are reviewed based on the delivery speed selected, the notice period, the booking status and any costs already incurred by LogiMate Group Ltd.

A booking is only confirmed after successful payment has been received. Once a booking has been confirmed, LogiMate Group Ltd may reserve vehicle availability, assign a driver and begin preparing the job.

Same-Day / Urgent Bookings

• If a same-day booking is cancelled within 10 minutes of payment and before a driver has been assigned, LogiMate Group Ltd may issue a refund, less any non-refundable payment processing fees.
• If a same-day booking is cancelled more than 60 minutes before the collection time and before the driver has been dispatched, up to 50% of the booking may be refunded.
• If a same-day booking is cancelled less than 60 minutes before collection, or after a driver has been assigned, dispatched, arrived at collection or started the job, the booking may be non-refundable.

Next-Day and Economy Bookings

• If the customer cancels more than 24 hours before the collection time, a full refund may be issued, less non-refundable payment processing fees.
• If the customer cancels between 12 and 24 hours before the collection time, up to 80% of the booking may be refunded.
• If the customer cancels between 4 and 12 hours before the collection time, up to 50% of the booking may be refunded.
• If the customer cancels less than 4 hours before collection, any refund will be at the discretion of LogiMate Group Ltd.

Driver Assigned, Dispatched or Arrived

If a driver has already been assigned, dispatched, arrived at collection or started the job, the booking may be non-refundable unless LogiMate Group Ltd is responsible for the cancellation.

Cancellation by LogiMate Group Ltd

If LogiMate Group Ltd is responsible for cancelling the booking or cannot complete the booking due to an issue caused by LogiMate Group Ltd, the customer may be offered a full refund, rearranged service or alternative solution.

Customer Responsibility

The customer is responsible for entering accurate booking information, including:

• full collection address;
• full delivery address;
• postcodes;
• contact name;
• phone number;
• email address;
• preferred date and time;
• vehicle requirements;
• number of stops;
• description of goods;
• any special instructions.

If the information provided is incorrect or incomplete, the booking may be delayed, cancelled or subject to additional charges.

The customer must ensure that somebody is available at the collection and delivery addresses at the agreed or estimated time.

Goods and Loading

The customer must ensure that goods are safe, legal, properly packed and suitable for transport in the selected vehicle.

The online quote does not include loading, unloading, dismantling, assembly, packing, unpacking or specialist handling unless this has been agreed in writing.

LogiMate Group Ltd may refuse to transport goods that are unsafe, illegal, incorrectly described, overweight, oversized, poorly packaged or unsuitable for the selected vehicle.

The customer is responsible for selecting a suitable vehicle size. If the selected vehicle is too small or unsuitable for the goods, the booking may be delayed, cancelled or subject to additional charges.

Prohibited and Restricted Goods

The customer must not book transport for illegal, unsafe or prohibited goods.

LogiMate Group Ltd may refuse to transport items including, but not limited to:

• illegal goods;
• dangerous or hazardous goods;
• weapons;
• explosives;
• flammable materials;
• controlled substances;
• live animals;
• cash or high-value negotiable items;
• goods requiring specialist temperature-controlled transport, unless agreed in writing;
• goods requiring special licences, permits or handling arrangements.

If the customer fails to disclose the true nature of the goods, the booking may be cancelled without refund and the customer may be responsible for any resulting costs or losses.

Failed Collection or Failed Delivery

A collection or delivery may be treated as failed if:

• the address is incorrect or incomplete;
• access is restricted;
• the customer, sender or receiver is unavailable;
• the goods are not ready;
• the goods are not as described;
• the goods do not fit in the selected vehicle;
• the goods are unsafe or unsuitable for transport;
• the driver is kept waiting beyond a reasonable time;
• required loading or unloading arrangements are not available.

If collection or delivery fails for reasons outside LogiMate Group Ltd’s control, the booking may be non-refundable and additional charges may apply.

Waiting Time, Road Charges and Delays

Waiting Time

The online quote does not include extended waiting time unless stated.

If the driver is required to wait at collection or delivery, additional waiting time charges may apply.

Congestion, ULEZ, Tolls and Parking

The online quote may not include congestion charges, ULEZ, tolls, ferry charges, parking charges or other road/user charges unless specifically stated.

Where these charges apply, they may be added to the booking or charged separately.

Delivery Times and Delays

Delivery times are estimated and may be affected by traffic, weather, road closures, vehicle issues, customer delays, access restrictions, breakdowns, accidents, police incidents or other circumstances outside our control.

Insurance and Liability

LogiMate Group Ltd will take reasonable care when transporting goods.

The customer is responsible for ensuring that the goods are accurately described and properly packed.

LogiMate Group Ltd will not usually be responsible for damage caused by poor packaging, unsuitable goods, incorrect information, restricted access, customer loading, customer unloading or circumstances outside our control.

If the customer requires information about goods in transit cover, this should be requested before booking.

Nothing in these terms limits or excludes liability where it would be unlawful to do so.

Manual Quotes and Booking Changes

Manual Quotes

Some bookings may require a manual quote, including:

• routes with many stops;
• complex loading or unloading;
• large or unusual goods;
• special handling requirements;
• restricted access;
• time-critical delivery windows;
• jobs requiring additional vehicles or drivers.

A manual quote is only valid for the details provided by the customer. If the details change, the price may change.

Changes to Booking Details

If the customer needs to change the booking after payment, LogiMate Group Ltd will review the request. Changes may be accepted at LogiMate Group Ltd’s discretion and may be subject to additional charges.

Examples of changes include:

• changing the collection or delivery address;
• changing the time or date;
• adding extra stops;
• changing the vehicle type;
• adding loading or unloading requirements;
• changing the goods being transported.

Refund Processing

Approved refunds will usually be processed back to the original payment method.

Refunds may take several working days to appear on the customer’s bank or card statement, depending on the payment provider and the customer’s bank.

Payment processing fees may not be refundable where they have already been charged by the payment provider.