Terms & Conditions
The following document outlines the Terms and Conditions under which Insta Delivery Solutions operates. By using our services, you agree to be legally bound by these Terms and Conditions.
By using Insta Delivery Solutions’ services, you agree to the following terms and conditions.
Definitions of Terms Used
The Company, we, or us – This refers to Insta Delivery Solutions or any other individual or company we may engage to fulfil our services.
Carrier – A company or individual contracted by us to carry out services on our behalf.
Shipment or Consignment – A single item or multiple items being sent to a delivery destination via our service.
Customer – Any individual or organisation that purchases our services.
Working Day – A weekday (Monday – Friday) between the hours of 9 am and 5 pm, excluding public holidays or bank holidays.
The Company
- Insta Delivery Solutions is registered at Suite 2 Blackthorn house, Birmingham, B3 1RL.
- Insta Delivery Solutions is a company registered in England and Wales under company number 11788823.
- We may perform services ourselves or subcontract them to other companies or individuals, either partially or fully. We retain full discretion over how services are carried out.
- When subcontracting services as an agent on behalf of customers, the customer authorises us to enter into contracts on their behalf. The terms and conditions of subcontracted companies may differ from those of Insta Delivery Solutions; however, customers are only bound by Insta Delivery Solutions' terms and conditions.
- We reserve the right to refuse service at our sole discretion at any time. We are not liable for any losses incurred as a result.
- Any charges related to freight, customs, taxes, duties, or other expenses incurred after the provision of services will be the responsibility of the customer/consignee to pay in full immediately.
The Customer
- The customer must be at least 18 years old or able to enter into legally binding contracts.
- All information provided by the customer must be truthful and accurate, including dimensions, weights, contents, values, delivery and collection information, and the reason for sending the shipment. Any inaccuracies may result in additional charges, which must be paid immediately.
- All goods must be securely packaged, both internally and externally, and fit for the purpose. Packaging must sufficiently protect the contents during transit and must comply with the regulations of the sending, receiving, and any transit countries.
- All goods must be properly packaged, securely prepared, and labelled to be easily identifiable during transit.
- The customer will be liable for any loss or damage caused by the handling of goods deemed dangerous, harmful, or otherwise prohibited, whether declared to us or not. Insta Delivery Solutions or any subcontracted company may handle such goods as they see fit.
- The customer agrees not to make claims against any director, servant, or employee of the company in connection with services provided under these conditions. If such a claim is made, the customer will indemnify the company against any consequences.
- The customer agrees to indemnify the company against:
- Any liability, loss, damage, and expenses arising from the company acting under the customer's instructions or due to customer negligence.
- Any liability incurred by the company while providing services to the customer.
- Any claims, costs, or demands exceeding the company's liability under these terms, regardless of the cause (breach of contract, negligence, etc.).
- Any general claims made against us.
- The customer agrees to pay all sums owed promptly and in full, using a method agreed upon with the company. No deductions or deferments will be allowed unless mutually agreed upon.
a. If the customer fails to make timely payments, a late payment charge may be applied.
b. If liability arises in connection with goods, the customer will promptly provide security for the company as acceptable.
c. After 30 days of non-payment, legal action may be taken to recover the outstanding sums. The customer will be liable for any costs incurred in recovering the debts.
- The customer is responsible for ensuring that all details on labels, airway bills, customs documents, and any forms provided are accurate. The company is not liable for any loss, damage, or additional costs resulting from errors in these details.
- If the customer or any third party involved wishes to contact the carrier directly, written consent from the company must be obtained. Any communication with the carrier without our consent will void any insurance, liability, or assistance from the company.
- The company is not liable to third parties interested in the shipment or services. Only the customer benefits from any liability the company may have.
Cancellation Policy
- A customer can request a cancellation of services, provided it is done at least one working day before the scheduled collection. A 25% cancellation fee applies, with a minimum charge of £50.00.
- We cannot accept cancellations on the day of a scheduled collection.
Requested Return of Shipment
- The customer/consignee may request the return of a shipment in transit, but we cannot guarantee acceptance or actioning of this request.
- Return requests must be made in writing with a full explanation of the reason for the return.
- If the return request is accepted, the customer will incur a return charge.
- Insta Delivery Solutions is not liable for any damage, loss, or claims arising from the return transit.
Collection & Delivery
- Collections and deliveries are carried out between 9 am and 6 pm on working weekdays. Time slots cannot be guaranteed unless agreed in writing.
- Collections and deliveries are made to the front entrance (ground floor) of buildings. For pallets, collections and deliveries are kerbside.
- Couriers do not call ahead. If the shipment is not ready or the customer cannot be reached, the collection will be marked as failed.
- Couriers may enter buildings at their discretion, and are not liable for any damages caused during this process.
- If the shipment is inadequately packaged or too heavy for the collection driver to carry, the collection may be marked as failed.
- Collection and delivery times are estimates and not guaranteed, though we strive to meet these estimates.
- All labels, documents, or paperwork provided by the company must be securely attached. Failure to do so may result in additional charges, and the company is not liable for losses or delays caused by improperly applied documents.
- The courier may leave the consignment in a location deemed safe.
Customs Clearance, Taxes/Duties, and Related Destination Charges
- The price paid for transport only covers shipment. Any customs clearance, taxes, duties, or related charges are the responsibility of the sender/receiver.
a. If customs charges are unpaid, they will be billed to the customer who contracted our services and must be paid immediately, with an additional admin fee of £50.00.
- If customs clearance is not completed by the receiver, the shipment may be seized, returned, or destroyed at the receiver’s expense. Original transport charges will not be refunded.
- Shipments may be opened or scanned by customs. If prohibited, illegal, or misdeclared items are found, the shipment may be returned, seized, or destroyed, and all costs will be passed to the customer. No refund of transport costs will be provided.
- Customs clearance is usually handled by the carrier’s agent in the receiving country. If you wish to use your own clearance agent, notify us in writing before the shipment is collected. We are not responsible for refusal to release goods if clearance is not handled by the carrier.
- We can assist with customs invoices; however, additional paperwork or licences may be required by the receiving country. The receiver is responsible for providing these documents, and failure to do so may result in the shipment being refused entry or returned at the customer's cost.
- Please verify customs rules with the relevant authorities in the origin and destination countries, as we are not liable for any outdated or incorrect advice provided.
- We are not responsible for any delays or losses caused by customs inspections, and no compensation will be offered in such cases.
Collection, Delivery & Transit Times
- All estimated collection, delivery, and transit times are not guaranteed.
- No money-back guarantees apply if services are not completed as estimated.
- We are not liable for any losses or compensation claims if times are not met.
Loss and Damage
- A complimentary insurance of £50.00 per consignment is provided for loss or damage. Enhanced insurance up to £15,000 is available for most services.
- Claims for loss or damage will be rejected if the shipment was inadequately packaged, and this decision is final.
- If a shipment contains prohibited, restricted, or dangerous items, any insurance is void, and the shipment may be returned, destroyed, or seized at the customer’s expense.
- Insta Delivery Solutions is not liable for consequential loss, and insurance does not cover such losses.
- Standard and enhanced insurance do not cover personal effects, electronics, antiques, vintage items, fragile goods (such as glass, screens, etc.), food, alcoholic beverages, liquids, perishables, or plants.
- Enhanced insurance covers only the declared value of goods, not exceeding the declared amount.
- Claims must be made through the company by email. Claims made directly with carriers or third parties will not be considered.
- Internal damage is not covered by any insurance.
- If there is a discrepancy between the declared and audited weights or dimensions, any insurance coverage will be void.
- Claims for damage must be reported by 5 pm GMT on the day of delivery, or within 3 working days for loss claims.
- Damages to packaging are not covered by insurance.
- Claims for damages must be supported by appropriate documentation within 3 working days.
- If a claim is rejected, we are not liable for the outcome.
- Claims may take up to 60 days to process.
Additional Charges
- Additional charges may apply if the dimensions or weights differ from the audited amounts. An admin fee may also be added.
- Mis declared shipments causing delays, returns, or destruction will incur additional charges, and transport costs will not be refunded.
- Additional charges resulting from failed collections, returns, or other service failures will be billed to the customer.
- We will impose fines or surcharges for shipments containing prohibited items, and these will be communicated in writing.
- All additional charges are payable immediately and non-negotiable.
- If charges are not paid, shipments may be placed in storage, incurring further costs until full payment is made.
- If payment is not received, legal action may be taken to recover outstanding sums, and debt collection may be pursued.
Prohibited Items
- Prohibited, dangerous, fraudulent, or illegal items are not allowed to be sent using our services. We reserve the right to abandon, return, or destroy shipments containing prohibited items at the customer's expense.
- Any shipment containing prohibited items voids any insurance coverage, and the customer is liable for additional charges or fines.
- Prohibited items include:
- Dangerous or flammable items, aerosols, batteries, cash, counterfeit goods, and various other restricted items
(This includes but is not limited to alcohol, foods, liquids, pressurized sprays (aerosols), flammable liquids, nail varnish, perfumes, kitchen knives, coins, bullion, cash, high-value jewelry, etc.)
Shipments that contain mixtures of electronics, batteries, liquids, gels, or creams are strictly prohibited. Any packages with these mixtures will be returned to the consignor at their own cost, and transport fees will still apply – no refund will be provided.
If any of these items are found to be within your consignment the carrier has the right to return, impose a fine (£150.00 Minimum), or/and dispose of the shipment at the consignee’s cost.
Any items or materials that are classed as fragile such as glass, plates, China, antiques, vintage, paintings, art, musical instruments, or wooden furniture will not be covered by insurance.
Fragile items are sent at your own risk, please pack any fragile items well with plenty of padding within and avoid packing all fragile items into one box.
You must verify whether an item is prohibited before sending it. Please ask if you are unsure
Insta Delivery Solutions reserve the right to amend our terms and conditions without any prior notice