Service Level Agreement
Venture Logistics Ltd — Service Terms & Conditions
Last updated: October 2025
These Service Terms and Conditions (“Terms”) set out the standards, commitments, and responsibilities that apply when you (“the Customer”) engage Venture Logistics Ltd (“the Company”, “we”, “our”, or “us”) to provide logistics, transport, delivery, or related services.
By confirming a booking, quotation, or collection, the Customer agrees to these Terms in full.
1. Scope of Services
Venture Logistics Ltd provides logistics, courier, and handling services including but not limited to: furniture transport, white-glove delivery, packaging, storage, and associated customer support.
Service levels and timeframes are set out in individual quotations or job confirmations.
2. Our Commitments
We will:
- Provide all services with reasonable care, skill, and diligence.
- Deliver goods safely and securely using appropriate packaging and handling methods.
- Communicate promptly regarding scheduling, delays, or issues affecting the service.
- Comply with all relevant UK laws and transport regulations.
We aim to meet all quoted collection and delivery dates, but times are estimates only and may vary due to circumstances beyond our control (e.g. traffic, weather, access restrictions).
3. Customer Responsibilities
The Customer agrees to:
- Provide accurate and complete information about the items, collection, and delivery locations.
- Ensure safe access, parking, and clear routes for loading/unloading.
- Notify us of any restricted access, stairs, fragile or high-value items before booking.
- Ensure someone is present at both collection and delivery addresses.
- Settle all payments by the due date shown on invoices or booking confirmations.
Where the Customer fails to meet these responsibilities, additional costs or delays may occur, for which the Company cannot be held liable.
4. Delays and Force Majeure
We are not responsible for delays, loss, or failure to perform services arising from events beyond our reasonable control — including but not limited to accidents, vehicle breakdowns, severe weather, road closures, industrial action, or acts of nature.
If a delay occurs, we will make all reasonable efforts to notify the Customer and/or reschedule the service.
5. Damage, Loss, and Liability
We take every precaution to protect goods during handling and transport, using protective wraps, strapping, and careful loading techniques.
5.1. Standard Cover
Our Goods in Transit (GIT) insurance (£30,000) covers loss or theft of goods while in the vehicle, subject to proof of forcible or violent entry. It does not cover accidental damage during manual handling, loading, unloading, or in-property placement.
5.2. Limited Liability
Unless additional cover has been arranged in writing before collection, our liability for loss or damage (however caused) is limited to £250 per consignment or the cost of repair (whichever is lower).
5.3. Extended Cover
Customers may request extended cover to match the declared replacement value of their goods prior to collection. The Company will confirm eligibility and applicable surcharge in writing.
5.4. Exclusions
We are not liable for damage arising from:
- Hidden defects or structural weaknesses in goods
- Handling undertaken against our professional advice
- Customer assistance or instruction during lifting, carrying, or placement
5.5. Claims
All claims must be made in writing within 24 hours of delivery, supported by photographs and description of the issue. We will acknowledge within 2 working days and investigate promptly.
5.6. Recommendation
We strongly recommend customers maintain their own insurance to cover accidental damage or loss not included under our standard GIT policy, especially for high-value, bespoke, or irreplaceable items.
6. Payments, Cancellations and Refunds
6.1 Payment Terms
Commercial and Trade Clients: Payment is due on the same day the delivery is completed and upon receipt of invoice, unless alternative terms have been agreed in writing. Invoices are normally issued immediately after delivery and include full bank transfer details for payment.
Domestic / Residential Clients: A deposit is payable in advance to confirm the booking and secure the service date. This deposit normally covers the first day of work. Any balance for additional days, fuel or extra services is payable on completion of the move, on the day of delivery, by bank transfer using the details provided on the invoice.
6.2 Cancellations and Refunds
Commercial and Trade Clients: Commercial clients may cancel before collection without penalty. Once the vehicle has departed or loading has begun, the full quoted fee becomes payable.
Domestic / Residential Clients: Cancellations received before the scheduled collection day are refundable in full. Cancellations made on the day of collection are refunded up to 25 % of the booking amount, to cover pre-allocated staffing and vehicle costs. If the service cannot be completed due to Customer fault (e.g. unsafe access, unpaid balance, incorrect address, or absence at site), the booking is chargeable in full.
7. Insurance Cover
Venture Logistics Ltd maintains Public Liability Insurance with a limit of £1 million and Employers’ Liability Insurance for all PAYE staff, as required by law. These policies cover accidental injury or damage to third-party property arising from our operations.
We also maintain Goods in Transit insurance, which is intended to cover theft or loss of goods while secured within our vehicle.
Accidental damage to goods while they are being lifted, carried, loaded, unloaded or placed inside a property is not automatically insured. Liability for such handling is limited as set out in Section 5.
8. Data Protection and Privacy
We collect and process only the personal data required to provide and administer our services, communicate with the Customer, maintain records, and comply with legal obligations.
All information is handled in accordance with the UK GDPR and the Data Protection Act 2018.
We never sell or share personal data with third parties for marketing purposes.
9. Complaints and Dispute Resolution
We aim to deliver excellent service at all times.
If you have a concern or complaint, please email info@venture-logistics.co.uk within 7 days of the service completion.
We will acknowledge your message within 2 working days and provide a written response within 10 working days.
If a matter cannot be resolved directly, these Terms are governed by the laws of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the English courts.
10. Updates to These Terms
We may update these Terms from time to time to reflect changes in legislation, insurance arrangements, or operational practice.
The latest version published on our website applies to all new bookings and supersedes earlier versions.