Road Haulage Association membership

All pallet deliveries booked with us are carried out under the Road Haulage Association (RHA) Conditions of Carriage 2020. These are the standard legal terms for road freight in the UK and are widely used across the pallet delivery industry.

What Does This Cover?

The RHA Conditions of Carriage set out the legal liability of the carrier if your goods are lost or damaged while in our care. This is not full-value insurance but liability cover based on the weight of the goods.

• UK and Ireland deliveries: cover up to £5.00 per kilogram of the consignment's weight.
• International and truckload deliveries: cover may differ. Please contact us before booking if you need details.

This liability is for our legal responsibility, not the sale price or replacement value of your goods. If you need cover for the full commercial value, you will need to arrange your own separate insurance.

What Is Not Covered?

The following items are excluded from liability under the RHA Conditions and cannot be claimed for if lost or damaged in transit:

• Personal belongings
• Glass and fragile antiques
• Precious metals or stones
• Cash, cheques, or vouchers
• Firearms, ammunition, and explosives
• Narcotics or illegal goods
• Offensive, obscene, or dangerous goods
• Livestock or perishable food items
• Works of art and irreplaceable items

Are There Any Other Exclusions?

We are not liable for damage or loss caused by:

• Gradual deterioration, wear and tear, or natural depreciation of the goods
• Goods that are inherently fragile or unstable unless properly packed and prepared
• Perishable goods degrading during transit
• Inadequate or unsuitable packaging supplied by the sender
• Incorrect or incomplete labelling
• Circumstances outside our control such as extreme weather, road closures, or vehicle breakdowns

Our responsibility covers physical damage or loss caused during transit, not issues with the goods themselves or problems arising from how they were packed or prepared before collection.

If you are unsure whether your goods are suitable, please speak to our team before booking.

Are You Covered for Consequential Loss?

No. Like most carriers, we are not liable for consequential loss. This means we are not responsible for any business interruption, lost sales, or other indirect losses caused by delays, damage, or non-delivery.

The cover only applies to the goods themselves while they are in transit, up to the maximum liability limit based on their weight.

How Do I Make a Claim?

• Report visible damage within 24 hours of delivery. This is essential to protect your right to claim.
• Contact us via Live Chat and we will provide a claims form and explain the process.
• The claim must be completed by the owner of the goods (usually the sender before delivery or the receiver after delivery).
• Provide proof of cost price, proof of weight, and photos of the damage. These are required to process your claim.

How Much Will I Receive?

If your claim is approved, the settlement will be up to £5.00 per kilogram of the damaged or lost goods’ weight. This is in line with the RHA Conditions of Carriage. Most other pallet services only offer £1.30 per kilogram, so your cover with us is much higher than the industry standard.

If you require cover for the full value of your goods, we recommend arranging your own insurance before sending them.

Why Does This Matter?

The RHA Conditions are designed to protect both the carrier and the customer with a fair level of cover for goods in transit. Full-value insurance is not built into pallet delivery because it is a shared network, not a dedicated courier service. This is how pallet networks keep costs competitive for all customers while offering a clear and fair liability framework.

Still Have Questions?

If you need help understanding the RHA cover or what applies to your booking, please open a Live Chat. We’re happy to explain it clearly before you place your order.