Understanding Liability

About this topic

All pallet deliveries are carried out under the RHA Conditions of Carriage 2024. These are the industry-standard terms used by pallet networks across the UK. They set out the legal liability that applies if goods are lost or damaged in transit.

This liability is not full-value insurance - it is weight-based cover that applies while your pallets are in our care.

The standard RHA limit is £1.30 per kilogram. With Palletline, UK and Ireland deliveries automatically benefit from an enhanced level of liability cover of up to £5.00 per kilogram at no extra cost.

For deliveries outside the UK and Ireland, and for some international consignments, the standard £1.30 per kilogram limit may apply.

Truckloads (8 pallets or more) not moving through the Palletline network may also have different liability levels. If you need to check or increase the cover for these deliveries, let us know before booking.

If your goods are worth more than the liability cover, you can arrange separate Goods in Transit insurance to protect their full value.

Some types of goods are excluded, such as personal effects, fragile or temperature-sensitive items, and restricted goods under RHA terms.

How to Make a Claim

If your delivery arrives damaged or goes missing, please report this within 24 hours of delivery. We will provide you with a claims form and guide you through the next steps.

Claims are settled in line with the liability limit that applies to your delivery. The owner of the goods is also expected to take reasonable steps to reduce their loss – for example, recovering undamaged items or arranging repairs where practical.