On-Time Commitment Guarantee

    We take responsibility for our service. If we fail our commitment due to our own operational fault, you don't pay.

    Our Promise

    We guarantee timely collection and professional execution of every Direct A-to-B delivery.

    If a delay occurs solely due to our operational failure, we will refund the delivery fee or issue a delivery credit at your choice.

    What We Guarantee

    • Your job is prioritised and assigned immediately
    • Collection within the agreed time window
    • Direct A-to-B routing with no unnecessary stops
    • No transhipment or hub transfers
    • Professional handling and secure transport
    • Status updates and clear communication
    • Proof of collection and delivery with photos

    Exclusions (What's Not Covered)

    This guarantee excludes delays caused by factors outside our control:

    • Traffic incidents, accidents, or congestion
    • Road closures or diversions
    • Severe weather conditions
    • Customer unavailability at collection or delivery
    • Incorrect or incomplete address information
    • Access restrictions not disclosed at booking
    • Third-party delays (e.g., building security, loading bays)

    Guarantee Conditions

    The guarantee applies when all of the following are met:

    • Collection time window is confirmed in writing (email or booking confirmation)
    • Customer or sender is ready and available at the collection point
    • No undisclosed access restrictions at collection or delivery
    • Route is legally accessible to the vehicle type used
    • Payment has been completed before collection

    How to Claim

    If you believe our guarantee applies to your delivery, please contact us within 48 hours of the scheduled delivery time:

    Please include your booking reference and a brief description of the issue. We aim to resolve all claims within 5 working days.

    You may choose between a full refund of the delivery fee or a credit towards your next delivery.

    Limitation of Liability

    This guarantee covers the delivery service fee only. It does not cover:

    • Value of goods being transported
    • Consequential or indirect losses
    • Loss of profits or business opportunities
    • Third-party claims
    • Insurance claims (handled separately under our Terms of Service)

    For claims relating to loss or damage of goods, please refer to Section 6 of our Terms of Service.

    This guarantee demonstrates our commitment to accountability, transparency, and professional service.

    Last updated: December 2024