You should read these Terms & Conditions carefully before placing an order. By using our website and booking any pallet delivery or related service, you agree to be bound by these Terms, and the RHA Conditions of Carriage, and any other documents referenced.
You can download the RHA Conditions of Carriage here: [RHA 2024].
1. Who We Are
SendAPallet is a trading name of:
Mitchels of Mansfield
Company Registration No: 5310150
VAT Number: 118 24 88 65
Registered Office & Main Trading Address:
Brierley Park Close, Sutton-in-Ashfield, Nottinghamshire, NG17 3FW
Our services are provided through our online booking platform.
Contact Us:
If we need to contact you, we will do so via email or prepaid post to the details provided at booking.
2. Using Our Website
- 2.1 You must use our website in accordance with our Website Terms of Use and Acceptable Use Policy.
- 2.2 Your personal data is processed in accordance with our Privacy Policy.
- 2.3 We may suspend or refuse service if you misuse the website or breach any of these policies.
3. Who Can Use Our Service
- 3.1 Consumers must be at least 18 years old.
- 3.2 Business users must be authorised to act on behalf of the business.
- 3.3 These Terms, along with the RHA Conditions, form the entire agreement between you and us.
4. Formation of the Contract
- 4.1 When placing an order, you must provide accurate information including pallet weight, dimensions, collection and delivery details, and contact numbers.
- 4.2 By submitting an order, you confirm that:
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- 4.2.1 All information is complete and accurate;
- 4.2.2 Pallet sizes/weights declared are accurate (we may weigh/measure);
- 4.2.3 You own the goods or have permission to ship them.
- 4.3 Pallet size definitions:
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- Mini-Quarter: up to 150kg, up to 600mm height
- Quarter: up to 250kg, up to 800mm height
- Half: up to 500kg, up to 1200mm height
- Light: up to 750kg, up to 2200mm height
- Full: up to 1000kg, up to 2200mm height
- 4.4 Base size: 1200mm x 1200mm (book additional spaces if oversize).
- 4.5 Goods are insured up to £5,000 per tonne or cost price, whichever is lower.
- 4.6 You will receive an automated acknowledgement after booking.
- 4.7 A contract is only formed when we issue an Order Confirmation.
- 4.8 If we cannot accept your order, we will notify you and refund you.
- 4.9 Your Order Confirmation includes your tracking reference.
5.Changes to These Terms
- 5.1 The version of these Terms on our website at the time of your order applies.
- 5.2 We may update the Terms due to legal or operational requirements.
- 5.3 Material changes will be highlighted on our site.
6. Restrictions & Prohibited Goods
- 6.1 You must not ship items on our Prohibited Items List.
- 6.2 You confirm your pallet does not contain prohibited goods.
- 6.3 If unsure, contact us BEFORE booking.
- 6.4 If prohibited items are discovered:
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- 6.4.1 You indemnify us, our network, and subcontractors.
- 6.4.2 We may refuse carriage or return items at your cost
- 6.4.3 We may refuse collection and apply surcharges.
- 6.5 Engines and gear boxes are only transported if drained of all fluids. It is your responsibility to ensure this is so. Any clean-up or decontamination costs resulting from failure to comply will be charged to you.
7. Packing & Pallet Requirements
- 7.1 Pallets must be robust, intact, and suitable for transport.
- 7.2 Goods must not overhang the pallet.
- 7.3 Pallets must be stable and withstand at least 6 transshipments.
- 7.4 Goods must be secured using wrap, straps, or banding
- 7.5 Provide internal packaging to protect goods.
- 7.6 Hazardous goods are prohibited unless agreed in writing.
8. Collection & Delivery
- 8.1 Goods must be secured to a pallet before collection.
- 8.2 Drivers may refuse unsafe or poorly packed pallets.
- 8.3 If goods are not ready or access is unsuitable, this is treated as a Failed Collection and may incur a fee of £20 + VAT per order per collection attempt.
- 8.4 After two failed collections, we may cancel the order and issue a partial refund.
- 8.5 You must ensure safe access for vehicles at both addresses.
- 8.6 Delivery
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- 8.6.1 A responsible person must accept the delivery.
- 8.6.2 Damage/shortages must be clearly marked on the delivery note (“DAMAGED”, “SHORTAGE”, “GOODS MISSING”).
- 8.7 Delivery is kerbside as standard.
- 8.8 Small vehicle requests must be made prior to booking, as tail-lifts may not always be available. In some areas, a 7.5-tonne vehicle is the smallest option available. If access restrictions require a van, please check with us before placing the order, as not all goods or locations can be serviced with a vehicle smaller than 7.5 tonnes.
- 8.9 Failed deliveries due to customer error may incur a Redelivery Fee of £25 + VAT per pallet space.
9. Palletising Service (Optional)
- 9.1 If selected, we provide an empty pallet and wrap the goods.
- 9.2 Customer must load items onto the pallet — drivers do not lift items.
- 9.3 Loads must be secure; heavy/awkward items may require straps or banding which needs to be provided by the customer.
- 9.4 Max 70kg per item, max 20 items.
- 9.5 Driver may refuse palletising for unsafe goods
10. Price, Payment & Surcharges
- 10.1 Prices depend on pallet size, service type, and locations.
- 10.2 Under-declared weight/size will incur surcharges.
- 10.3 If pricing errors occur, we will contact you to confirm or cancel.
- 10.4 Prices include VAT.
- 10.5 Payment is required at booking (Stripe/PayPal).
- 10.6 Surcharges must be paid before delivery proceeds.
- 10.7 If payment is overdue, we may:
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- suspend collection/delivery.
- apply a lien over goods
- charge interest at 8% above the Bank of England base rate
11. Surcharge & Fee Schedule
Surcharges may include:
- Under-declared weight/size
- Failed collection or failed delivery
- Redelivery / redirection / re route of goods
- Waiting time charges
- Address change after booking
- Non-standard services (AM service, timed delivery, Saturday deliveries, same day collections, Amazon deliveries)
- Dangerous or prohibited goods discovered
- Return to sender
We reserve the right to update surcharges without notice.
12. Unclaimed or Undeliverable Goods
- 12.1 If delivery or return is not possible, we may store the goods and charge storage fees.
- 12.2 If unclaimed after 28 days, we may sell, dispose of, or auction the goods.
- 12.3 Sale proceeds (minus storage, costs, and outstanding charges) will be returned to you.
- 12.4 This process fully discharges our liability.
13. Events We Are Not Liable For
- 13.1 We are not liable for losses caused by:
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- prohibited items.
- poor or incorrect packaging
- incorrect information (dimensions, address, weights)
- weather, traffic, strikes, accidents
- seizure by authorities
- natural deterioration, latent defect, inherent vice
- your failure to be available for collection/delivery
- 13.2 Our total liability is the lowest of:
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- repair or replacement cost of goods;
- actual cost price; or
- £5,000 per tonne of gross weight lost/damaged.
- Any goods damaged must be mitigated / salvaged where possible.
- 13.3 We do not cover:
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- consequential / indirect loss
- loss of business, revenue, or profit
- business interruption
- loss of goodwill
14. Claims Procedure
- 14.1 You must inspect pallets upon delivery
- 14.2 Visible damage must be noted on the delivery note and reported to the driver.
- 14.3 Claims for damage must be submitted within 7 days.
- 14.4 Claims for non-delivery must be made within 21 days of dispatch.
- 14.5 You must provide (but is not limited to):
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- proof of value
- photos of damage
- packing details
- any documents requested
- 14.6 We may inspect goods
- 14.7 Claims may be rejected if deadlines or documentation are not met.
15. International Shipments
- 15.1 When shipping outside the UK, you must provide:
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- correct commodity codes
- customs descriptions
- values for customs
- any licenses or permits required
- 15.2 You are liable for all customs duties, taxes, and delays caused by incorrect information
- 15.3 We may refuse international shipments from unknown or unverified shippers.
16. Force Majeure
- 16.1 We are not liable for delays caused by events outside our control.
- 16.2 We will notify you of any major disruption.
- 16.3 Obligations are suspended during the event.
- 16.4 Either party may cancel after prolonged force majeure, with refund for unperformed services.
17. Lien Over Goods
We may retain goods until all charges, surcharges, or interest are paid. This lien applies to goods in possession of us or our subcontractors.
18. Cancellation
- 18.1 You may cancel your order before collection.
- 18.2 Refunds may be reduced for services already performed (e.g., booking costs attempt to collect fees are £20 +VAT).
- 18.3 We may cancel your order if:
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- we cannot access the collection or delivery point (if the delivery point is not accessible return of goods fee will be chargeable to you)
- goods are unsafe or prohibited
- payment is not received
- you provide incorrect information
- 18.4 If we cancel due to your breach, no refund may be due and additional charges may be applicable.
19. Communications & Notices
- 19.1 Notices must be sent by email.
- 19.2 Notices are deemed received:
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- by email: when sent (unless bounced)
20. Governing Law & Jurisdiction
These Terms are governed by the laws of England & Wales.Any disputes shall be handled exclusively by the courts of England & Wales.
21. Other Important Terms
- 21.1 If any part of these Terms is invalid, the rest remains in effect.
- 21.2 Failure to enforce a right is not a waiver of that right.
- 21.3 No third party has rights to enforce these Terms.
- 21.4 Consumers retain all statutory rights.
