BEFORE YOU BOOK
Clear arrangements for private and business customers, from your first quote to the completed delivery.
Effective from 23 September 2026 · Version 1.1
R&W Logistics is operated by Billy and Dennis as a partnership, trading as Robinson & Weldon Logistics.
Email rwlogistics.bookings@gmail.com or message 07400 322781 on WhatsApp. These terms apply to direct bookings by private and business customers when supplied before the booking is agreed. They do not retrospectively change an existing booking or automatically replace terms agreed through another booking platform.
Send both postcodes, collection and delivery contacts, the requested date and times, and a description, count, dimensions, total weight and value of the goods. Tell us about access restrictions and any loading equipment or assistance required. You must own the goods or have authority to arrange their transport.
We will confirm the service, date or performance period, price, payment deadline and any job-specific arrangements in writing. An enquiry alone does not reserve a vehicle. A booking is agreed once you have accepted the quote and these terms and we have confirmed acceptance in writing by email or WhatsApp. We will provide a copy of the applicable terms with the confirmation. Any specifically agreed variation must also be recorded in writing; changes require both parties’ agreement.
The written quote will show the total payable, including VAT where applicable, and any known parking, toll or other charges. It is based on the information supplied. Changes to the load, addresses, timing, stops or assistance may require a revised price, which we will agree with you before undertaking the changed work.
Private customers and new business customers must pay in full before the vehicle is dispatched, by the deadline in the confirmation. Repeat business customers may have credit only where agreed in writing, with a stated invoice due date. If payment has not arrived, we will contact you before suspending dispatch or cancelling; any cancellation charge must follow the reasonable-loss rules below. We will not charge twice for the same cost.
The price includes 30 minutes at collection and a separate 30 minutes at delivery for waiting and loading or unloading. Each allowance starts when the driver arrives at the agreed location and is ready, but never before the agreed appointment time or the start of an agreed time window. Unused time at one end does not transfer to the other.
After the allowance, additional time is charged at £25 per hour, proportionately by the minute and rounded to the nearest penny. This is the total payable, including VAT if applicable. For example, 15 additional minutes costs £6.25; 30 costs £12.50. We will record the relevant times and let you know when extra charges are likely. Time caused by our own delay or failure is not chargeable. Extra stops and their allowances must be agreed in the quote.
Goods must be suitably packaged and ready at collection. Tell us about fragile items and any handling instructions before booking. Provide accurate weights, dimensions and addresses, and arrange safe, lawful vehicle access and a recipient able to accept delivery.
Loading help, stairs, carrying distances, lifting equipment and any additional person must be agreed in advance; do not assume a two-person service is included. We will not undertake unsafe lifting or carry an unsafe or unlawful load.
Our stated load space is 410 cm long, 170 cm wide and 200 cm high, with a maximum load of up to 1,150 kg. Door openings, wheel arches, load distribution and the vehicle’s available legal payload can restrict suitability. We will confirm whether your load can be accepted.
Insurance arrangements and applicable limits are confirmed before booking. Please tell us the value of your goods and highlight anything fragile, hazardous, temperature-sensitive or requiring specialist handling so we can confirm whether we can accept the job and what cover applies.
Do not include dangerous or specialist goods without our express agreement and any required documentation. Illegal goods cannot be accepted. Declaring a value does not itself purchase additional insurance or guarantee cover. Insurance limits do not, by themselves, limit our legal responsibility to you.
We will carry out the agreed service with reasonable care and skill. Tell us before booking if a collection or delivery deadline is essential. The confirmation will identify agreed appointments and deadlines; other arrival estimates are estimates.
If traffic, weather, a breakdown or another issue affects the job, we will contact you as soon as reasonably possible and discuss the available options. We will take reasonable steps to reduce the disruption. This clause does not remove your rights where we fail to provide the agreed service.
Contact us by email or WhatsApp as soon as possible. We use the time your cancellation message reaches our inbox or WhatsApp account, not the time we read it. Please include enough information to identify the booking. The cancellation period is measured against the confirmed collection time, or the start of its confirmed collection window.
More than 24 hours before collection: cancellation is free and any advance payment is refunded.
At or within 24 hours before collection, including after dispatch: we may charge only reasonable, evidenced losses directly caused by the cancellation. We will deduct costs saved and income from replacement work that reduces the loss, take reasonable steps to minimise it, and provide a breakdown. The charge will never exceed the quoted total. There is no automatic full-price charge, and any balance of an advance payment will be refunded.
Requests to reschedule depend on availability. We will explain and agree any price change or unavoidable cost before you decide. Where a consumer booking is for transport of goods on a specific date or period, the usual statutory 14-day cooling-off right generally does not apply. The cancellation policy above still applies. Any statutory right that does apply takes priority over these terms.
If we cancel before providing the service, we will refund the full amount paid for that service. If we cannot complete a job already started, we will discuss safe arrangements for the goods and refund the unprovided part, with any further remedy due under your legal rights. No alternative service or new charge will be imposed without agreement.
Refunds will be made without undue delay and within 14 days of cancellation or agreement that a refund is due, unless the law requires an earlier payment. We will normally use the original payment method, unless you agree otherwise, without a refund administration fee.
If goods are not ready, access is unavailable, the load differs materially from the agreed details, or no recipient is available, we will try to contact you for instructions. The waiting rules above apply where the delay is not our fault.
We will agree any redelivery, return journey or storage arrangements and their price before proceeding wherever reasonably possible. If you cannot be reached, we will take reasonable steps to keep the goods safe and contact you again; this does not give us an unrestricted right to charge extra fees. We will not leave goods unattended or with another person without appropriate instructions. Where our own failure causes the problem, we will not charge you to correct it.
We will record completion using an appropriate delivery record, such as the recipient’s name, delivery time, signature or photograph, as agreed for the job. Please inspect goods when practical and tell us promptly about missing items, damage or another concern. Keep relevant packaging and photographs where possible.
Email your booking details and a description of the issue to rwlogistics.bookings@gmail.com. We will investigate and respond as soon as reasonably possible. A signature or delivery photograph does not waive your rights, and these terms do not impose a short claim deadline that removes your legal rights.
Our responsibility for loss, damage or other failure is determined by the contract and applicable law. We do not exclude liability for fraud, death or personal injury caused by negligence, or anything else that cannot lawfully be excluded. Consumers retain their statutory rights and remedies.
Our privacy notice explains how we use enquiry, sender and recipient information. Please give relevant contacts access to it.
These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in their home jurisdiction that apply. If a term is found unenforceable, the remaining terms continue where legally possible. Website updates apply to future bookings, not changes to terms already agreed.