When booking a courier or van delivery service in London, most people rush straight to the price and time estimate. Few take the time to read the Terms & Conditions (T&Cs). Yet those fine-print rules matter more than many realise. They define what happens if your delivery is delayed, what charges apply if you cancel, and how much compensation you can expect if something goes wrong.
At Lucky Van, we’ve seen how misunderstandings can be avoided simply by making the rules transparent. That’s why we’ve prepared this guide: a plain-English explanation of the most important parts of our Terms & Conditions of Carriage. If you’re a business shipping pallets daily, or a Londoner sending furniture across town, here’s what you should know before you book.
Why Understanding T&Cs Matters
Delivery seems simple: you book a van, the driver arrives, the goods are collected, and then they’re delivered. But logistics is rarely that straightforward. Roads get congested, addresses turn out to be incomplete, customers run late, goods aren’t packed properly, or traffic restrictions like ULEZ add costs.
The role of T&Cs is to provide clarity and fairness:
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They protect the customer from unexpected surprises.
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They protect the company from risks outside its control.
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They set expectations so both sides know their responsibilities.
Ignoring them can lead to frustration, extra costs, or even disputes. Reading them (or at least this guide) gives you peace of mind.
The Key Rules, Explained in Plain English
1. Waiting Time (Detention and Demurrage)
Every booking includes 30 minutes of free waiting at both collection and delivery. After that, time is charged per minute. For small vans this may be 40p/minute, while for larger vehicles it may be 80p/minute.
Why? Because vehicles stuck waiting can’t earn. If you’re late or the site isn’t ready, the van is effectively on hire but idle. The solution: be ready when your courier arrives, and you’ll never pay extra.
2. Cancellation and Aborted Attendance
Sometimes plans change — that’s normal. But last-minute cancellations affect drivers’ schedules and costs.
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Cancel with more than 24 hours’ notice: no problem.
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Cancel with less than 24 hours’ notice: up to 50% of the booking fee may apply.
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Cancel after the driver has already arrived: 50–80% of the agreed fee is chargeable.
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Driver cannot access the site due to wrong address, no one available, or blocked entrance: the full fee plus any re-delivery/storage costs may apply.
Tip: Always double-check the details in your booking confirmation email — address, access instructions, and contact phone number.
3. Packaging and Labelling
This one is crucial. The courier is responsible for safe driving and handling, but the customer is responsible for proper packaging. If goods are fragile, they need bubble wrap, sturdy boxes, or pallets. Labels must be clear and accurate.
If items are poorly packed or unlabelled, they travel at your risk. That’s standard across the industry, and Lucky Van is no exception. Think of it this way: you wouldn’t send glassware without wrapping it first.
4. Prohibited and Restricted Items
We’re flexible with most deliveries, but there are limits:
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Cash, jewellery, and high-value items — not accepted without prior agreement.
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Dangerous goods (chemicals, explosives, etc.) — only with full ADR compliance.
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Fragile or irreplaceable items — accepted, but excluded from compensation unless declared.
If you book such items without declaring them, they may be refused or travel at your risk.
5. Liability and Insurance
One of the most important sections. By default, carrier liability is limited:
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UK domestic movements: up to £1,300 per tonne (£1.30/kg) of gross weight, subject to a minimum of £10.
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International (CMR): 8.33 SDR/kg (roughly £8–£9/kg).
That means if your 100 kg sofa worth £5,000 is damaged, the standard liability is £130, not the full replacement value.
Solution: buy enhanced insurance. Lucky Van can arrange extra cover if you notify us in writing at least 7 days before transit. It’s a small surcharge compared to the potential loss.
6. Surcharges and Pricing
London logistics comes with extra costs that sometimes apply on top of the base fee:
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Fuel surcharges (especially when prices spike).
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Congestion Charge and ULEZ fees.
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Remote area or toll surcharges.
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Peak or emergency demand charges.
We update surcharge levels periodically to reflect real costs. When you book, we base quotes on the information you provide — weight, size, addresses, access. If the actual load is very different, the price may be recalculated.
7. Dangerous Goods (ADR Rules)
If you’re shipping paint, aerosols, chemicals, or batteries, you must disclose them. The law requires proper classification, packing, and paperwork under ADR. Without it, drivers may refuse collection.
Lucky Van is ADR-aware, but compliance is the sender’s responsibility.
8. Proof of Delivery (POD)
We use electronic PODs: timestamp, geolocation, and either a digital signature or delivery photo. This protects you and us — it’s clear when and where delivery happened.
If delivery is impossible (wrong address, no access, recipient absent), we may store, return, or dispose of goods, and reasonable costs apply.
9. Claims and Time Limits
If something does go wrong, claims must be made quickly:
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Visible damage or loss: notify us in writing within 7 days.
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Non-delivery: notify within 21 days after expected delivery.
Proof of value is required, and we may need to inspect goods.
10. Customer Responsibilities
The customer agrees to:
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Provide safe access, legal parking, and loading conditions.
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Ensure staff or equipment are ready for loading/unloading.
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Give correct and complete information (dimensions, addresses, phone numbers).
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Cover costs if incorrect info leads to failed delivery.
Think of this as teamwork: when the customer and courier both do their part, deliveries run smoothly.
What This Means for You
Here’s how to make the most of courier services under these rules:
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Be prepared: Have goods packed, labelled, and ready to load when the van arrives.
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Check details: Make sure addresses, access instructions, and contacts are correct.
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Book realistically: Allow time for traffic, waiting, and possible delays.
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Protect valuable goods: Request enhanced insurance if items are high-value.
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Communicate: If anything changes, let the courier know as early as possible.
Doing these five things avoids nearly every extra cost or dispute.
Lucky Van’s Promise
We don’t hide behind fine print. Our Terms & Conditions are public, and our drivers are trained to explain key points if needed. Our goal is simple: transparent, reliable, professional courier services across London and the UK.
By knowing the rules upfront, you can book with confidence, whether you need a same-day furniture delivery, urgent business shipment, or regular e-commerce courier service.
Conclusion
Courier services aren’t just about moving items from A to B — they’re about trust, clarity, and professionalism. By understanding Lucky Van’s Terms & Conditions of Carriage, you know exactly what to expect: from waiting time and cancellation rules to liability and insurance options.
So next time you’re planning a delivery in London, don’t just check the price. Check the terms, prepare your goods properly, and choose a courier that values transparency.
With Lucky Van, you’ll always know where you stand — and where your goods are headed.
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