SLA – Service level Agreement

When choosing a same-day courier delivery service Parcel Ex Same Day offers a range of delivery options suited to your own individual requirements. To assist you when choosing one of our services we have listed below a service guide with description of the expected service level for each type of delivery . . . please read below What is a ‘Standard’ business hours Delivery

Our most popular ‘low cost’ same day courier delivery service operates from any UK mainland  and Ireland postcode. We guarantee to deliver your goods the same day, Monday to Friday (Deliveries are distance & time permitting). Select this service if your items can be delivered anytime during the day, and are not time-sensitive. This service does not include timed collections or deliveries. Pick-up time:

We aim to collect your goods within 90 minutes. If you require a faster collection time please select either Urgent or Timed service. Collection times vary depending upon the area and time of day.

No refund for late collection. Terms and conditions apply.

Please remember we believe our couriers are the best in the business; however we are not super-human and therefore unable to break the national speed limit or fly to the delivery destination. We do however guarantee to expedite your delivery by road in the shortest possible time. Please remember our couriers receive no special treatment and are subject to the same delays and road closures that we all hate from time to time. We will do our best to deliver your items as quickly as possible in all-weather conditions 24/7, 365 days a year.

Booking Cancellation Policy

Once you place your booking, we will send you a confirmation form, with a booking reference, plus a poster for you to advertise your event. Invoices are printed and brought along on the day, or emailed in advance, if requested. For some of our shows, you will also receive a Request Form – fill this in to personalise your performance with songs chosen by you!

If the courier has been on the way to you for over 15 minutes when you cancel the booking, we will charge you a minimum 20% off the booking as a cancellation fee (this is our standard cancellation fee which applies to all same-day courier bookings. If the courier arrives at the collection point and you cancel the booking, meaning cancelled on arrival, no refund is permitted. If you wish to re-book the courier for the same booking at a later date or time please re-book on our website.

If the booked courier arrives at the collection point, and the goods are not ready, we will do our best to contact you to advice, you have the option to make alternative arrangements. If we are unable to make contact you, the status of your booking would change to COC (Cancelled on Collection). We are unable to reinstate a booking marked as COC and no refund would be granted. If you wanted to re-book the same identical service please go online to re-book or call 0333 987 5114.

If the courier arrives at the collection point and the address is closed or locked up the courier will update the status of the booking to COC .

Any booking status marked as COC can be re-booked on our website at the prevailing rate available at the time of the new booking. Sorry we are unable to reinstate any booking after the status has been changed to COC .

Our minimum cancellation charge for any booking is £25.00 excluding vat. Please note If the total value of your courier booking is below £25.00 excluding vat then NO REFUND would be granted.

To view our full terms and conditions please visit our website, terms and conditions.

Cancellation Charges apply to all Account Bookings and Non-Account Bookings.

Terms and Conditions

General Overview

Of The Use of Our Service

All orders placed with Parcel EX. are processed by Limited on our behalf. Parcel EX is a trading name of Parcel EX Limited.

The registered office address of Parcel EX is B2B Nationwide Delivery & Freight Services, 109, Business Works, Henry Robson Way, South Shields, Tyne and Wear, NE33 1RF United Kingdom.

Please read these Terms and Conditions with care and particularly clauses 3.2, 6, and 8, which set out the extent of our liability under these terms and conditions and provide for an indemnity by you in certain circumstances.

Please note that certain items are prohibited from our Services. Check your item against the prohibited item list here: items

Certain other items are carried without compensation cover for damage or loss and at your risk. We do not accept any liability for loss of these items or damage to or made by these items caused through the use of our Service. Check your item against the item list not covered for compensation here: items

For further details it is important that you read clause 6.11.

Certain other items require more detail from you before they can be sent using our Service. Check your item against the more information required list here: items

Standard Terms of Contract


In these Terms and Conditions where the following terms are used, they shall have the following meanings:

(a)“ Consignment ” means any item(s) of any sort which are, may be, or are intended to be, received by us from any one sender at an address for us to carry and deliver to any recipient at any other address.

(b)“ Damaged Consignment ” means a Consignment that is no longer in the condition in which it was received by us.

(c)“ The Collection Point ” means the address at which a Consignment is received or collected by us.

(d)“ Purchased ” means when you accept the Service Order.

(e)“ The Delivery Point ” means the address to which any Consignment is delivered by us.

(f)“ The Excepted Risks ” means:

(i)war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power, or loot, sack or pillage in connection, and/or

(ii)ionizing radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, and/or

(iii)radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component of the same, and/or

(iv)pressure waves caused by aircraft and other aerial devices travelling at the speed of sound or faster, and/or

(v)the absence, failure or inadequacy of the packing or packaging used for a Consignment.

(g)“ The Service Order ” means the summary of the order displayed at step 5 of the ordering process which is confirmed to you in the confirmation e-mail that is sent once acceptance of the order has occurred.

(h)“ This Agreement ” means these terms and conditions, together with the Service Order.

(i)“ Us, We or Our ” means Parcel EX Limited, together with its directors, employees any agents subcontractors or couriers acting on its behalf.

(j) “ You ” means the customer who is contracted with us as set out in the Service Order.

(k) “ Service ” means the service and carriage of a Consignment by us in accordance with the particulars set out in the Service Order.

Our Obligations

1.2 We will carry out the Service(s) for you whilst this Agreement is in force, in return for the payment by you to us of the price set out in the Service Order and in accordance with the terms of this Agreement.

2.2 We shall have the right to make any changes to the Service(s) which are necessary to comply with any applicable law or safety requirement or which do not materially affect the nature or quality of the Service(s) and we shall notify you of any such changes.

2.3 We warrant that the Service(s) will be provided using reasonable care and skill.

Loading and Unloading

3.1 If collection or delivery of a Consignment takes place at your premises, we shall not be under any obligation to provide any equipment or labour which, apart from the driver collecting the Consignment, may be required for loading or unloading of a Consignment.

3.2 Any Consignment (or part of a Consignment) requiring any special equipment for loading and unloading shall be accepted by us for transportation only on the understanding and condition that such special equipment will be made available at the Collection Point and the Delivery Point as required. Where such equipment is not available and if we agree to load or unload the Consignment (or part of the Consignment) we shall be under no liability or obligation of any kind to you for any damage caused (however it may be caused) during the loading or unloading of the Consignment. This includes any damage caused whether or not by our negligence and you shall agree to indemnify and hold us harmless against any claim or demand from any person arising out of our agreeing to load or unload the Consignment in these circumstances.

Collection and Deliveries

4.1 We will make one attempt to deliver a Consignment during normal working hours. If we cannot obtain a delivery receipt at the Delivery Point you agree that we shall be authorised to attempt to deliver the Consignment to, or obtain a delivery receipt from, an alternative address close to the Delivery Point and (if successful) we agree that we will leave at the Delivery Point details of the address to which we have delivered the Consignment. If we are unable to deliver, either to the Delivery Point or a nearby address, we shall return the Consignment to our premises and leave a request for the recipient of the Consignment to contact us to make alternative delivery arrangements to the Delivery Point. If the recipient does not contact us to arrange the alternative delivery within 7 days we will return the Consignment to you at your cost (such cost to be discharged before delivery to you).

4.2 If we consider that the Consignment has become a Damaged Consignment and cannot be delivered because it is or in our reasonable opinion is likely to be unsafe hazardous or harmful we reserve the right to dispose of the Damaged Consignment immediately. If the Consignment becomes a Damaged Consignment because of our actions and we have to dispose of it we will only be liable to you up to the amounts specified in 6.7.


5.1 You agree that we may use another carrier in order to support our provision of the services to you (this will be at our own expense) and you agree that both we and this other carrier shall be entitled to the protection of all of the terms of this Agreement which exclude or limit liability for any losses or damage.

Our Liability


6.1 Where you deal with us as a consumer, nothing within these terms and conditions shall be deemed to affect your rights under the Unfair Contract Terms Act 1977. For the avoidance of any doubt, when you deal with us as a business the Unfair Contract Terms Act 1977 is hereby excluded to the fullest extent legally possible and you are further referred to additional terms relating to business clients set out below.

6.2 Nothing in this Agreement shall limit or exclude our liability for:

(a) Death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation.

6.3 As a responsible business, we will perform the Service(s) in a professional manner with the appropriate level of skill and care. However, damage to a Consignment may still occur as a consequence of our handling of it and in such circumstances, our liability shall be limited as set out in these Terms and Conditions. The reasoning behind this limitation of our liability is as follows:

(a) The value of a Consignment and the amount of potential loss to you that could arise if a Consignment is damaged or lost is not something which we can easily ascertain but is something which is better known to you. In many cases it cannot be known to us at all and can only be known to you;

(b) The potential amount of loss that might be caused or alleged to be caused to you is likely to be disproportionate to the sum that we could reasonably be expected to charge you for providing the Service(s) under this Agreement;

(c) It is not possible for us to obtain cover which would give unlimited compensation for our full potential liability to all of our customers and, even if it were, such cover would be much cheaper if taken out by you (rather than us taking out such cover and passing the cost on to you) and on that basis, it is more appropriate for you to take out such cover;

(d) We wish to keep the costs of providing the Service(s) to you as low as possible;

(e) In light of the above we wish to limit our liability for any damage caused to you to levels which we consider proportionate to our low charges for providing the Services. These amounts are set out in clause 6.5;

(f) In these Terms and Conditions, damage to you means any damage suffered by you (including any loss of, or damage to, a Consignment and any other loss, whether or not known to you or us or in either of our contemplation at the time of entering into this Agreement), however it arises but only so long as it is caused by our negligence, breach of duty or other wrongful act or omission (which includes any deliberately wrongful act or omission) and any breach of any the terms of this Agreement, or any terms implied by statute (where applicable);

(g) We investigate all claims received by us in a fair and speedy manner, but such investigations are more accurate and are easier to perform soon after the loss or damage is alleged to have incurred and on that basis, the timescales set out in this Agreement are necessary to ensure that such investigations can be performed fairly.

The Extent of our Liability

6.4 We shall only be liable for damage or loss caused to you if it is caused by our negligence, breach of duty or other wrongful act or omission, and only subject to the limitations set out within this clause 6 and clause 7;

6.5 We shall not be liable to you under any circumstances for any direct or indirect loss (including, but not limited to loss of profits, or loss of goodwill) or for any other special or indirect losses, costs, damages, or claims which do not arise naturally as a result of our negligence, breach of duty, or other wrongful act or omission.

  1. a) Under any circumstances where there are any material discrepancies (meaning more than 10% difference) between the declared dimensions and weights and the actual dimensions and weights.
  2. b) In any circumstances in respect of the items on the Prohibited items; Special Provisions items and No Compensation items lists, unless otherwise stated by us.

The Limitation on the Amount of our Liability

6.7 If we are liable to you for any reason, we shall (subject always to clause 7) only be liable to you up to the following amounts in the following circumstances:

(a) If we lose or damage all of a Consignment we will be liable for a maximum of £20 for Parcel EX services. If however this maximum figure is greater than the actual value of the Consignment then we shall only be liable for the full value of that Consignment;

(b) If we lose or damage part of a Consignment, the amount of the sum determined under clause 6.7(a) above shall be pro-rated down to represent the proportion that the actual value of that part of the Consignment bears to the actual value of the whole Consignment

(c) If we cause you loss or damage arising in any other way, a maximum of £20 for Parcel EX services) in respect of any Consignment. If you consider that the potential loss to you caused by the loss or damage of all (or part) of a Consignment would exceed the figures set out above you must arrange separate cover or insurance to cover such potential loss. For the avoidance of doubt, this includes any additional insurance you may require in respect of any items listed on the “Special Provisions” and “No Compensation Items” lists. The items on the “Prohibited Items” list are prohibited and no level of insurance taken out by you will change whether these items will be allowed. If you do not do this then we shall not be liable to you for more than the amounts set out above and you shall be responsible for the risks in any amounts not covered through such cover or insurance (or lack of). We will not be liable to repay you the value of the Consignment as at the time it was purchased by you. Consignments by their nature are subject to depreciation. You are advised to take out a “new for old” insurance policy should you wish to be compensated in this way. Our liability to you is limited to the amounts set out within this clause 6 and based on the actual value at the date of loss.

6.8 In order to ascertain the extent of our liability above, we shall require proof of the value and weight of the entire Consignment and any part or parts of it which make it up and you must ensure that, prior to our collection of the Consignment, you have a record of these. For the avoidance of any doubt, and without affecting clause 6.5, we shall only be liable for the replacement value of the Consignment and not for any sums that would amount to profit on the Consignment or applicable value added tax (or like tax) on such profit.

6.9 If a claim arises as a result of damage to the whole or part of a Consignment and if we settle the claim for a sum equal to or greater than the value of the Consignment, then we shall be entitled to claim ownership of the Consignment and deal with it as we see fit. < For the avoidance of any doubt, we shall be responsible for the cost of recovery of the Consignment.

6.10 If you wish to combine a number of discrete packages you must do this within an outer box or packaging fully encompassing each discrete package. If you do not do this and any individual discrete package(s) come apart in transit resulting in one or more of them being lost, then once the remaining parcel(s) are signed for by the recipient, you accept that you cannot make a claim for loss or partial loss of that consignment.

Prohibited Items, Special Provisions Items and No Compensation Items

6.11 Certain other items are carried without compensation cover for damage or loss and at your own risk. A list of these can be found at: For the avoidance of doubt, we do not accept liability for any loss, damage to or damage caused by any of the items on these lists, whatsoever and howsoever such loss or damage is caused, whether in contract, breach of statutory duty, tort (including negligence) or otherwise. Please note that whilst you may be able to take out insurance in respect of any of these items, this does not alter the provisions set out in this clause 6.11 in any way.

Notification of Claims

6.12 We shall not be liable to you under any circumstances for any loss or damage unless you notify us either by our help service (via our website) OR by written notice of the details of the alleged claim to Parcel EX Ltd is 109, Buisiness Works, South Shields, Tyne & Wear NE33 1RF, United Kingdom.


(a) 14 days of delivery of the Consignment in the case of damage to all or part of a Consignment or loss of part of a Consignment;

(b) and in all other cases (including, but not limited to, loss of the whole of a Consignment) within 28 days from when the Consignment was collected or received by us.


6.13 All requests for refunds must be submitted in writing to Parcel EX Ltd is 109,Business Works, South Shields, Tyne & Wear NE33 1RF, and received by us within 28 days from the date the Service was purchased.

Special Provisions

6.14 (a) We shall not, in any circumstances, be liable to you for any damage caused arising directly or indirectly as a result of any of the Excepted Risks.

(b) If at any time we are prevented or delayed from starting, carrying out or completing any of the Services because of a strike, lock out, labour dispute, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway or any other cause beyond our control, you shall have no claim for damages against us for any loss that you may suffer as a result PROVIDED that, where the delay is caused by the mechanical breakdown of one of our vehicles, we shall use our best endeavours to provide a replacement vehicle with the minimum delay practicable.

(c) We shall not in any circumstances be liable for any late delivery or missed delivery or failure to deliver caused by or contributed to by any deficient or ambiguous labelling of a Consignment and you agree to be responsible for ensuring that such labelling is clear and unambiguous.

Your Default

6.15 If our performance of any of our obligations under this Agreement is prevented or delayed by any act or omission by you or failure by you to perform any relevant obligation (“ Your Default ”):

(a) we shall (without limiting our other rights or remedies) have the right to suspend performance of the Service(s) until you remedy Your Default and, and we shall have the right to rely on Your Default if Your Default prevents or delays our performance of any of our obligations;

(b) we shall not be liable for any costs or losses that you may suffer that arising directly or indirectly from our failure or delay to perform any of our obligations;

(c) You shall reimburse us on written demand for any costs or losses sustained or incurred by us arising directly or indirectly from Your Default.

  1. Your Indemnity

7.1 We shall assume, for the purposes of this Agreement, that you are the sole owner of every item dispatched in the Consignment but if any other person makes a claim against us for loss of or damage to any such items beyond our liability to you then you agree that you shall indemnify us against any losses or liabilities that we suffer through that claim (including all legal costs and expenses) and you agree that we shall have no liability to you in these circumstances, regardless of whether such claims exceed any limitations of liability set out in this Agreement.

7.2 You agree to indemnify us against any losses or liabilities that we may suffer through the loss of, or inability to deliver, a Consignment caused by deficient or ambiguous labelling of such Consignment.

7.3 You agree to indemnify us against any losses or liabilities that we may suffer through a breach by you of any of your obligations set out in clause 10.

  1. Payment
  2. Prepay
  3. Your Obligations
  4. Miscellaneous
  5. Nature of Agreement
  6. Variation
  7. Termination
  8. Applicable Law

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