Terms & Conditions

1. Agreement to Terms

By accessing and using the X-Eagle website and services, you agree to be bound by these Terms & Conditions. X-Eagle is a trading name of Xeagle Ltd (Company No. 15823876), registered in England & Wales. If you do not agree to these terms, please do not use our services.

2. Booking & Service Terms

When you book a courier service through our website (pay-as-you-go or account):

• You must provide accurate information about the cargo, weight, dimensions, and collection/delivery addresses
• Collection times are estimates and subject to vehicle availability and traffic conditions
• For online pay-as-you-go bookings, full payment is required at the time of booking
• Account customers will be invoiced per agreed payment terms
• You accept responsibility for the contents of your consignment
• All goods must be appropriately packaged and labelled for safe transport
• You must ensure someone is available at both collection and delivery points

3. Waiting Time & Loading/Unloading Charges

Free waiting time is provided at each collection and delivery point. After the free period, waiting charges apply per hour (or part thereof). These charges cover driver time while waiting for loading, unloading, or access at your premises.

Waiting time is calculated from the moment the driver arrives at the collection or delivery point. Part hours are charged as full hours.

Handball & Manual Loading Charges

All handball, manual loading, and unloading assistance is chargeable. If the driver is required to assist with loading or unloading goods beyond the vehicle tailgate, additional charges will apply. This includes but is not limited to:

• Carrying items to or from floors above/below ground level
• Loading or unloading heavy or bulky items manually
• Navigating goods through restricted access areas
• Any physical handling beyond tailgate/kerbside

Handball charges will be confirmed before the service begins or added to the final invoice where assistance is requested on-site.

4. Pricing & Payment

All prices quoted are in GBP and include applicable UK VAT unless otherwise stated. We accept all major credit cards, debit cards, and bank transfers.

• Online pay-as-you-go bookings require full payment at time of booking
• Quoted prices are based on the information you provide; additional charges may apply if the actual job differs (e.g. additional stops, waiting time, handball)
• Prices are subject to out-of-hours surcharges (see Section 5)
• We reserve the right to amend prices with 30 days' notice

5. Out-of-Hours Surcharges

Additional charges apply for services outside standard business hours:

6. Cancellations & Refund Policy

Cancellation by Customer

• Cancellations made more than 1 hour before the scheduled collection time are eligible for a full refund
• Cancellations made within 1 hour of collection may incur a cancellation fee of up to 50% of the booking value
• Once a vehicle has been dispatched and is en route, the full booking fee is payable

Refunds for Online Pay-As-You-Go Bookings

Where a refund is due (e.g. cancellation within the eligible window, or service not provided), the refund amount depends on the stage of service:

• Before vehicle dispatch: Full refund
• Vehicle dispatched but not yet arrived: Refund minus dispatch fee
• Vehicle arrived / goods collected: No refund (service in progress)

All eligible refunds are processed from our side within 24 hours. Please allow 3–5 working days for the refund to appear in your account, depending on your bank or payment provider.

Cancellation by X-Eagle

In rare circumstances, we may need to cancel a booking (e.g. no vehicle available, severe weather, road closures). In such cases, you will receive a full refund processed within 24 hours.

7. Liability & Insurance

X-Eagle carries Goods in Transit insurance and Public Liability insurance.

• Standard Goods in Transit cover is included with every booking
• For high-value items, additional insurance must be discussed and arranged before booking
• Claims must be submitted in writing within 7 days of delivery
• We are not liable for loss or damage caused by inadequate packaging by the sender
• Our total liability shall not exceed the value declared at the time of booking or the cost of the delivery service, whichever is lower

X-Eagle is not liable for any indirect, incidental, special, consequential, or punitive damages.

8. Restricted & Prohibited Goods

You may not use our services to transport:

• Illegal substances or items
• Dangerous goods without proper ADR certification and prior arrangement
• Counterfeit or stolen goods
• Weapons, firearms, or explosives
• Live animals (unless specifically arranged)
• Items that could cause harm to people, property, or the vehicle
• Perishable goods without appropriate refrigerated transport being booked

We reserve the right to refuse any consignment that we believe poses a risk. If restricted goods are found after collection, additional charges and legal action may apply.

9. Customer Responsibilities

• Ensure all goods are properly packaged, labelled, and ready for collection at the agreed time
• Provide accurate weight and dimensions; underestimating may result in additional charges or service refusal
• Ensure safe and legal access for our vehicle at both collection and delivery points
• Inform us of any parking restrictions, loading bay requirements, or access limitations in advance
• Provide any necessary documentation (customs forms, delivery notes, etc.)
• Ensure a responsible person is available to hand over and receive the goods

10. Proof of Delivery

We obtain proof of delivery (POD) for every consignment, which may include a signature, photograph, or named recipient confirmation. POD records are retained for 12 months and available upon request.

11. Delays & Force Majeure

While we make every effort to meet estimated delivery times, X-Eagle is not liable for delays caused by circumstances beyond our reasonable control, including but not limited to:

• Traffic congestion, road closures, or accidents
• Severe weather conditions
• Vehicle breakdown
• Industrial action or strikes
• Government restrictions or regulations
• Pandemics or public health emergencies

12. Data Protection & Privacy

We are registered with the Information Commissioner's Office (ICO) and comply with the UK GDPR and Data Protection Act 2018. Your personal data is processed in accordance with our Privacy & Data Protection Policy.

13. Intellectual Property

All content on this website, including text, graphics, logos, and software, is the property ofX-Eagle and is protected by copyright law. You may not reproduce, distribute, or create derivative works without our written consent.

14. Changes to Terms

We reserve the right to update these Terms & Conditions at any time. Material changes will be communicated via our website. Continued use of our services after changes constitutes acceptance of the updated terms.

15. Governing Law & Disputes

These terms are governed by the laws of England & Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts. We encourage customers to contact us first to resolve any issues before taking legal action.

16. Contact Us

If you have any questions about these Terms & Conditions, please contact us: