Terms & Conditions of Carriage

These Terms and Conditions ("Terms") govern your use of this website and all carriage, freight forwarding and related services provided by Wacpack ("the Company", "we", "us") to you ("the Customer", "you"). By using this website or booking our services you accept these Terms.

1These Terms

All business is undertaken subject to these Terms. They apply to every quotation, booking and contract and override any terms the Customer may put forward, unless we agree otherwise in writing. Placing a booking or using this website is acceptance of these Terms.

2Definitions

• Consignment: a parcel or group of parcels sent to one address.
• Consignee / Receiver: the person receiving the consignment.
• AWB / Airwaybill: the documentation placed on the parcel.
• Third party: orders placed through Wacpack using the account Wacpack holds with major carriers.

3 Status of the Company

The Company contracts as an agent arranging transport and related services, except where it expressly agrees in writing to act as principal. Our liability differs depending on the capacity in which we act, as set out in these Terms.

4Shipment details

Pieces. Each shipment must specify the number of pieces. For courier services, each piece must not exceed 32kg.

Weight. Enter the actual gross weight in kilograms (e.g. 1,300g = 1.3kg). Weight is rounded up to the nearest half kilogram for billing (e.g. 1.5kg).

Dimensions. The billing weight is the higher of the actual or volumetric weight. For non-dense shipments, enter length x height x width (cm) per piece; volumetric weight is (L x H x W) / 5000, subject to the service selected.

5Our obligations to the Customer

• Wacpack will arrange delivery of consignments directly or through a reputable third-party carrier.
• The carrier may refuse consignments due to insufficient packaging or excessive size. Wacpack also reserves the right to refuse any order or user.
• All queries or claims must be directed to Wacpack first; contacting the carrier directly may limit our ability to assist you.
• The automated system books collections as requested. If a collection fails, Wacpack will arrange an alternative as soon as possible.
• We deliver to full street addresses only, not PO Boxes. No refund is given if a consignment is returned due to an incorrect address.
• Prices are quoted in Pounds Sterling, Hong Kong Dollars or US Dollars.
• A standard courier booking fee (currently £5.95) may be applied for bookings made by Wacpack staff.

6 Prohibited items

• Ensure your items are permissible before ordering. If a prohibited item is collected and returned, no refund of carriage is given and no claim for damage is accepted.

7Collection & delivery

• Collection times are not guaranteed. If a courier cannot collect, it is rebooked within 24 hours, provided the Customer is available.
• Morning collections cannot be specified; collections can be requested after a certain time, up to 5pm on working days.
• Saturday collections are available on request but not guaranteed; if a Saturday collection fails, the surcharge is refunded.
• A surcharge of £10.00 applies if no one is available when the driver arrives, or if a booking is cancelled at the time of collection.
• Timed deliveries not met will not incur a surcharge unless delayed by customs, misaddressing or attempted delivery.
• Customs invoices must be completed for all shipments outside Great Britain; a template will be emailed if applicable, and copies given to the driver on collection.
• Tracking information is provided — contact our office to track your consignment.
• Some services may incur a redelivery charge; ensure the receiver is available.
• Out-of-area or remote shipments may incur additional charges.
• Transit times may be affected by congestion, customs or other events outside our control.
  

8 Customs clearance & duty

• You pay for delivery/service charges only. Customs charges are the receiver's responsibility and must be paid before delivery. Wacpack may pass these charges (and any return charges) to the order placer if the receiver refuses to pay.
• High-value items may incur an HMRC high-value clearance charge.
• High-value consignments may be delayed pending the documentation required for clearance.
• Shipments with a commercial value require the receiver to be EORI-registered for delivery in the EU.

9 Surcharges

• Any discrepancy between actual and volumetric weight will result in additional charges.
• Export courier bookings made by Wacpack staff on your behalf may incur a booking fee of £10.00.
• A surcharge of £10.00 / HKD140 / USD20 may apply for each 15-minute period the collection courier waits.
• Cancellations must be made by email 24 hours in advance; failure to cancel in writing may result in a "wasted journey" charge.
• Saturday delivery surcharge is available on request (see Collection & delivery).
• Storage charges will be passed on if goods are held due to incorrect documentation or delays in HMRC payments.
  

10 Delay, damage & loss

• Consignments must be packed to a professional standard; claims for damage from improper packaging are void.
• Documentation must accompany your shipment to avoid delays and higher premiums.
• In the event of damage, keep all packaging for inspection; claims are void if packaging is not kept or the item is moved or repaired before inspection.
• Stated transit times are for guidance only and may extend for remote areas or customs delays. Compensation is not given for delivery delays.
• Claims for damage must be made within 10 days of receipt, and claims for loss within 28 days.
  

11 Insurance & claims

• Compensation for loss and damage is governed by the applicable international convention for the relevant mode of carriage — for example the Montreal Convention (air), the Hague-Visby Rules (sea) and the CMR (road) — and otherwise as set out in these Terms.
• For any claim, a copy invoice and photos must be provided; insufficient packing or incorrect labelling will void the claim.
• Items are insured up to an amount depending on the service; additional cargo insurance can be arranged and must be paid before dispatch.
• Claims must be made within 10 days of receipt for damage and 28 days for loss (see also clause 20).

12 Liability

Our liability is limited in accordance with any applicable international convention for the relevant mode of transport (for example the limits by weight or per package under the Montreal Convention, Hague-Visby Rules or CMR) and otherwise as set out in these Terms. In addition:

• The order placer is responsible for the information entered. Wacpack is not responsible for incorrect information, and no refunds will be given.
• You are paying for freightage charges, applied to the carrier's account by Wacpack. Customs charges are the customer's responsibility.
• Liability is limited to the negligence of the carrier. Wacpack is not liable for customs charges, acts of God, consequences of war, insufficient packaging, incorrect labelling, or prohibited contents.
• Wacpack will only deal with the person who placed the order. Cancellations must be made by email 24 hours in advance.
• Liability is limited to the cost of sending the item and the insured value. Wacpack is not liable for any indirect or consequential losses.
  

13 Late payments

We reserve the right to charge interest and reasonable recovery costs on overdue invoices, as set out below. If you face payment difficulties, please contact us for assistance.

In the event that payment is not received within the agreed terms, Wacpack reserves the right to apply statutory late-payment interest and compensation in accordance with the relevant legislation. Interest will be charged at 8% per year above the Bank of England base rate — the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 — accruing daily from the due date until payment is made in full, together with the fixed sum compensation and reasonable recovery costs allowed under that Act. If payment is unreasonably delayed or withheld, Wacpack further reserves the right to seek payment directly from the recipient of the consignment, regardless of any prior arrangements between the sender and receiver. This includes — without limitation — cases where the sender ceases trading, enters administration, liquidation, winding-up proceedings, or files for Chapter 11 (or any equivalent insolvency protection). In such instances, all rights to recover full payment, plus applicable interest and recovery costs, are expressly reserved by Wacpack.

14 Lien

We have a general lien over all goods and documents in our possession for all sums due from the Customer, and may sell or dispose of such goods to satisfy unpaid amounts, giving notice where required.

15 Force majeure

We are not liable for any failure or delay caused by events beyond our reasonable control, including (without limitation) weather, strikes, port or road congestion, carrier failure, war, pandemic, or government or customs action.

16 Subcontracting & third parties

We may subcontract any part of the services. Every exemption, limitation and defence in these Terms extends to our servants, agents and subcontractors ("Himalaya" protection).

17 Indemnity

The Customer indemnifies us against all claims, liabilities, duties, taxes, fines and costs arising from the services, save to the extent caused by our own established liability.

18 Data protection

We handle personal data in accordance with our Privacy Policy and applicable UK data-protection law.

19 Shipping quotes

• Quotes exclude import duty and taxes; transit times are subject to customs clearance; weight discrepancies are charged accordingly.
• When comparing quotes, ensure they include VAT and fuel surcharges. Airfreight quotes are valid for 48 hours.
• Additional export documents may be required for shipments forwarded to a third country.
• Cargo insurance is not included unless specified. Wacpack can arrange cover (currently £15,000 for £27) on most commodities.
• Quotes exclude hazardous, timed or express deliveries unless stated, are based on immediate acceptance, and may be revised without notice.
• Changes in shipment particulars, exchange rates or our costs may result in revised charges; rates of exchange are based on the sailing/arrival date.
• Sea freight quotes are valid for the first or second quarter of the month, depending on the quote date.
• Pallet quotes are based on standard pallets; oversized goods incur additional cost. Haulage is kerbside, 8am–5pm; surcharges apply for timed deliveries and non-standard access.

20 Charges, settlement & time limits

• Terms: 50% with order, 50% on clearance at UK Customs (unless otherwise agreed). New customers: 100% with order (unless otherwise agreed).
• Credit-account terms are subject to financial checks via a credit-checking agency; payment terms will be notified. Duties, taxes and clearance are payable on demand.
• In addition to the claim windows in clauses 10–11, any claim against the Company must be brought within nine months of the event giving rise to the claim (or the date of delivery, if earlier), failing which it is barred.

21 Import services

• Import services: airfreight, sea freight, road freight and courier. UK Delivery: groupage or full truck; pallet collection, labelling and distribution available.
• Indicative charges: UK clearance from £48.00; customs entry from £24.00; VAT deferment usage 1% / duty deferment 2% / disbursement fees 2%; customs check attendance at UK CFS £45.00; customs hold £45.00; dock rent £12.50 / pallet / day; port storage £9.00 / cubic metre / day; devan from £2.00 / carton (£3.50 oversize); pallet storage from £2.00 / pallet / day (minimum charge applies).
  

22 Severability

If any part of these Terms is unenforceable, the enforceability of the remaining Terms is not affected.

23 Consumers & statutory rights

These Terms are intended primarily for business customers. Nothing in them affects any non-excludable statutory rights you have where you deal with us as a consumer.

24 Governing law & jurisdiction

These Terms are governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

25 Complaints

We aim to provide outstanding service. Please contact our Customer Service Team at cs@wacpack.com with any complaint.

Questions about these Terms? Contact us at hello@wacpack.com or call +44 (0) 1491 818788.