Terms and refunds
Booking and payment
Each consignment is paid for by card when you book, and is booked once payment is taken at checkout. There is no monthly fee. The price of a consignment is the quote shown when you book, including any surcharges and add-ons listed in it. Fuel is included in our standard prices. Prices are shown excluding VAT unless stated, and VAT at 20% is added when you pay. If the price changes between your quote and your booking, we show you the new price before you are charged.
Business rate cards
Bookings are priced at our standard prices, worked out for each consignment. Where your business account has a bespoke rate card, or a rate card agreed with Tuffnells, your bookings are priced from that rate card instead, except for consignments outside its coverage, which are priced at our standard prices and marked as such in the quote. We may change a bespoke rate card after reviewing your consignments. Reductions apply at once; increases take effect no sooner than 30 days after we give you notice. The price you pay is always shown before you pay.
Collection and delivery windows
We collect in the window you choose when you book, such as later today, your area day, the next working day or another weekday. The collection window and any premium or saving are shown before you pay. Delivery windows are estimates counted from the collection day.
Cancellations and refunds
You can cancel any booked consignment until midnight before its collection day from your confirmation page or your account. The full amount is refunded to the card you paid with, usually within 5 to 10 working days. Same-day collections and items already collected can't be cancelled online.
Declared sizes, weights and addresses
You're responsible for declaring accurate dimensions, weights and addresses. Items found to be larger or heavier than declared may be re-priced at their actual size and weight, or refused for carriage, before they travel. If the collection or delivery address differs from the postcode given at booking, the consignment may be re-priced for the actual address, including any regional surcharge that applies. Any difference is charged to you.
Items we don't carry
Dangerous goods, liquids in unsealed containers, live animals, cash, and anything prohibited by UK law. Items must be packed to survive normal handling.