Terms & conditions

"Business Day" means any day other than Saturday, Sunday or UK bank holiday. "Calendar Day" means any day of the year.

"Contract" means the contract for the provision of Services, as explained in Clause 3. "Order" means the Customer’s request for Services, and "Order Confirmation" means Our written acceptance of it.

"Price" means the amount payable for the Services. "Deposit" means an advance payment made under Clause 5.5. "Special Price" means any promotional or discounted price offered from time to time.

"We/Us/Our" means Proovia Couriers Ltd, company number 13009883, registered at Units 115–119 Fort Dunlop Office 110, Fort Parkway, Birmingham, England, B24 9FE. "You/Your/the Customer" means the individual or entity placing an Order for Services.

References to "writing" include electronic communications sent by e-mail, fax, or other means.

Proovia Couriers Limited, a company registered in England under number 13009883, registered address and main trading address: Units 115–119 Fort Dunlop Office 110, Fort Parkway, Birmingham, England, B24 9FE.

Our VAT number is 270290028.

These Terms govern the sale and provision of Services and form the basis of the Contract between Us and you. Please read them carefully before submitting an Order and ask Us if anything is unclear.

Nothing We provide — sales and marketing literature, price lists, or other documents — constitutes a contractual offer. Your Order is the offer; We accept it at Our discretion, confirmed in writing as the Order Confirmation, which is what creates the binding Contract.

Before the Contract forms, We ensure you have (or can access) the main characteristics of the Services, Our identity and contact details, the total Price including tax, payment and performance arrangements, Our complaints handling policy, and, where applicable, contract duration and termination conditions.

All Orders are subject to these Terms. You may change your Order any time before We begin providing the Services by contacting Us; We'll confirm any resulting Price change in writing.

You may cancel within 24 hours of placing an Order; any payments already made (including a Deposit) are refunded within 14 Calendar Days of Our accepting the cancellation, which must be confirmed in writing. After that window, or once Services have begun, cancellation follows Clause 10 instead.

We may cancel your Order before Services begin if required personnel or materials aren't available, or an event outside Our control occurs (Clause 9) — you'll be told as soon as reasonably possible and any payments refunded within 14 Calendar Days.

We don't deliver certain items — liquids (alcohol, chemicals, car fluids, oils, etc.), perishable goods or food, baby pianos, and live animals — and only transport items requiring special licences or permissions where We hold the required documentation.

Returns follow the goods provider's own policy; We're not responsible if a provider declines a return under their own terms. If an item doesn't match its description, We may refuse to deliver it — the driver may inspect the item on collection and photographs its condition for reference.

If a job can't be completed because of something in your control — not being at the drop address, an incorrect address, no access code — We may charge a storage fee and the cost of securing your items until delivery can be made.

The Price is the one shown in Our quotation at the time of your Order; if a shown Price differs from Our current quote We'll tell you on receipt of the Order. Prices may change, but never for Orders already accepted, and VAT is included at the applicable rate.

The balance is payable in advance of the Services. We accept cash to the driver, credit/debit card, and BACS/cleared bank transfer — orders over £150 must be paid by card or BACS rather than cash, given drivers' limited cash-carrying capacity.

Late payment accrues interest at 8% per annum above the Bank of England base rate, daily, from the due date until paid (before or after judgment).

We provide the Services with reasonable skill and care, beginning on the date confirmed in the Order Confirmation.

Delivery is fulfilled strictly according to the service level selected at checkout (door-to-door, ground-floor, or room-of-choice) — We have no obligation to provide access assistance, lifting, or floor-to-floor movement beyond what was selected and paid for.

If you're not present and ask Us to leave goods in a safe place, We photograph the goods as proof of delivery; once left as instructed, responsibility passes to you immediately.

You're responsible for ensuring the address and access route — doorways, corridors, stairs, lifts, driveways — are safe and adequate for the selected service level, with the internal route clear and measurements checked in advance where relevant. If access looks unsafe or likely to cause damage, We may stop at the point deemed safe and treat delivery as complete there, with no refund due.

You must ensure Your contact details are accurate, access is available, parking is arranged where needed, the item is ready in the condition described, and someone is present at collection/delivery unless other instructions were given. Incomplete or inaccurate information — wrong address, wrong item description, undisclosed extra floors or oversized items — may mean We refuse delivery or charge extra; any resulting delay isn't a breach on Our part.

If We need information or action from you (item details, fragility, packing, weight and dimensions) and it's delayed, incomplete, or incorrect, We're not responsible for the resulting delay, and may charge a reasonable sum for any extra work it causes. We may suspend the Services in that situation, for a technical problem, or for non-payment, always telling you in writing except in an emergency.

If something goes wrong, tell Us as soon as reasonably possible by email — We'll use reasonable efforts to fix it quickly, and won't charge for remedying a problem We (or Our agents/sub-contractors) caused, or where nobody's at fault.

As a consumer you have legal rights beyond this contract — your local Citizens Advice Bureau or Trading Standards Office can advise in detail. Broadly: if We don't perform with reasonable skill and care, or not as described, you can ask for repeat performance or a price reduction (up to the full Price, refunded within 14 Calendar Days via your original payment method).

We're responsible for foreseeable loss or damage caused by Our breach or negligence (including that of Our employees, agents, or sub-contractors) — not for loss that isn't a foreseeable consequence of that breach.

Services are provided for domestic and private use; We make no warranty that they suit commercial, business, or industrial purposes, and by ordering you agree not to use them for those purposes.

The limit of Our liability for damage depends on the delivery option chosen at checkout:

Damage to premises or property other than the goods being moved is limited to making good the damaged area. We're not liable for damage caused by moving goods under your express instruction and against Our advice, where doing so was likely to cause damage.

Packing is your choice: unpacked items are covered with moving blankets and straps by Our crew; if you package items yourself, plastic wrap or bubble wrap alone doesn't count as adequate — goods should be properly wrapped, boxed, or crated (and not in black film). Insufficiently packaged goods travel at your own risk and aren't covered by insurance; We don't offer a packing service ourselves.

For packed orders, We only accept claims where there's clear proof Our drivers damaged the packing or box itself. All damage must be reported to the driver immediately on delivery and followed up by email to Our office — otherwise We're not responsible for it. Every insurance claim carries a £150 excess, payable by the customer.

Pre-owned items may show fair wear and tear, which isn't a defect and isn't warranted. Items that have previously been broken, glued, or repaired travel entirely at the customer's risk, as do fragile items generally (which are uninsurable) and the internal mechanisms of electronic/motor-driven or clockwork goods where there's no external damage.

We're not obliged to act on a claim until Our charges are paid, and you can't deduct a claimed amount from what you owe Us. We don't accept liability for loss of income, business, profit, contracts, or anticipated savings — none of this limits Our liability for death or personal injury caused by Our negligence, for fraud, or for failing to perform with reasonable care and skill, nor does it affect your statutory consumer rights.

We're not responsible for delay or inability to perform caused by circumstances outside Our reasonable control — power or internet failures, strikes, civil unrest, fire, flood, severe weather, terrorism, war, epidemics, and similar events. We may modify, suspend, or discontinue Services affected by such factors without liability to you or any third party.

If such an event affects Our obligations, We'll notify you as soon as feasible, Our obligations and any time limits are suspended accordingly, and We'll confirm when the event has passed. If you want to cancel as a result, you can, with any refund due paid within 14 Calendar Days — and if the event lasts more than four weeks, We'll terminate the Contract Ourselves and refund accordingly.

Before Services begin: cancel within 24 hours under Clause 4.4 for a full refund. Cancel after 24 hours but before Services start and We refund a maximum of 50% (including any deposit); if you hadn't yet paid that 50%, We may recover it plus 8% per annum interest, pro-rata.

Once Services have begun, you may cancel by giving Us 24 hours' written, receipted notice — sums paid for Services not yet provided are refunded within 14 Calendar Days; sums owed for Services already provided are deducted from any refund or invoiced separately.

You may cancel immediately, without charge, if We substantially breach the Contract and don't fix it within 14 days of your written request, if We enter liquidation or have a receiver appointed, or if We can't perform due to an event outside Our control.

We may cancel immediately, following the same refund approach, if you fail to pay on time, materially breach the Contract and don't remedy it within 14 days of Our request, or if We can't perform due to an event outside Our control.

Phone: +44 121 314 9848. Email: support@proovia.delivery.

Where you must contact Us in writing (cancelling an Order, exercising a right to cancel), use email at support@proovia.delivery or pre-paid post to Proovia Couriers LTD, Fort Dunlop Office 110, Fort Parkway, Birmingham, England, B24 9FE.

We welcome feedback and want to hear about any cause for complaint, in writing to Proovia Couriers LTD, Fort Dunlop Office 110, Fort Parkway, Birmingham, England, B24 9FE, or by email to marketing@proovia.co.uk.

A complaint should include your name, the order number, the date and place of collection or delivery, substantiation of the claim, the compensation amount sought (if any), a signature if submitted in writing, and the date.

We may transfer Our rights and obligations under these Terms to a third party (for example, if We sell the business) — you'll be told in writing and your own rights aren't affected. You may not transfer your rights or obligations without Our written permission.

The Contract is between you and Us only — no other person or party can enforce it. If any provision is found unlawful or unenforceable, it's severed and the rest remains valid. A delay or failure by Us to exercise a right isn't a waiver of it, and waiving one breach doesn't waive any later one.

For data protection purposes, the controller is Proovia Couriers Ltd, Fort Dunlop Office 110, Fort Parkway, Birmingham, England, B24 9FE. We hold client data — correspondence, name, telephone number, and similar — to conduct business and provide an efficient service, and never use your data (or your consignees' data) for third-party marketing.

You have the right to be informed what data We hold and why, to access a copy (We respond within one month), to have incorrect data corrected or erased in certain circumstances, to have your data transferred elsewhere where safe and legal, and to tell Us to stop processing it in certain circumstances.

Concerns about how your data is handled can be raised with Proovia Couriers' compliance team at complaints@proovia.co.uk.

These Terms, the Contract, and your relationship with Us are governed by the law of England & Wales, and Scotland. As a consumer you keep the benefit of any mandatory protections in your own country of residence.

Disputes are subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, according to your residency.

Where delivery is refused, or redelivery can't reasonably be arranged for reasons not attributable to Us, goods may be returned to and stored at Our warehouse pending your instructions — at your risk, except where loss or damage results from Our own negligence.

Our warehouse is a high-volume operational space, not a long-term storage service. Please provide redelivery, collection, or disposal instructions promptly; additional storage, handling, or return charges may apply.