PRIORITY X — TERMS AND CONDITIONS

Last updated: 11 August 2026

These Terms and Conditions (“Terms”) govern the provision of courier, collection, delivery and related transportation services by Priority X (“Priority X”, “we”, “us”, “our”).

By requesting a quotation, making a booking, accepting a quotation, handing goods to Priority X or otherwise using our services, the customer (“Customer”, “you”, “your”) agrees to these Terms.

1. About Priority X

Priority X provides courier and transportation services, including urgent, same-day and pre-booked collections and deliveries throughout the United Kingdom.

Our services may include direct point-to-point delivery, dedicated vehicle services, scheduled collections and other courier services agreed at the time of booking.

Contact Email: bookings@priorityx.co.uk

2. Bookings and Quotations

All bookings are subject to availability and acceptance by Priority X.

A quotation may be based on information supplied by the Customer, including:

• collection and delivery locations;
• required collection/delivery times;
• dimensions and weight of the goods;
• number of items;
• nature and value of the goods;
• vehicle requirements;
• access restrictions; and
• any special handling requirements.

The Customer is responsible for ensuring that all information supplied to Priority X is complete and accurate.

We reserve the right to amend the quoted price where information supplied by the Customer is inaccurate or incomplete, or where circumstances differ materially from those described when the quotation was provided.

Unless otherwise stated, a quotation does not guarantee vehicle availability until the booking has been accepted by Priority X.

3. Pricing

The price payable will be the price agreed at the time the booking is confirmed, subject to these Terms.

Additional charges may apply where additional costs arise that could not reasonably have been included in the original quotation, including:

• additional mileage;
• waiting time;
• additional collection or delivery points;
• parking charges;
• tolls, congestion charges or similar road charges;
• ferries;
• failed collection or delivery attempts;
• redirection;
• return journeys;
• out-of-hours requirements;
• additional labour or handling requirements; and
• incorrect information supplied when booking.

Where applicable, VAT will be charged at the prevailing rate.

4. Waiting Time

Unless otherwise agreed in writing, the first 15 minutes of waiting time at each collection or delivery location are included in the quoted price.

Waiting time exceeding the included period may be charged at Priority X’s prevailing waiting-time rate.

Waiting time may include circumstances where our driver is unable to immediately collect or deliver because:

• goods are not ready;
• paperwork is incomplete;
• the sender or recipient is unavailable;
• access to the premises is delayed;
• loading or unloading is delayed; or
• another circumstance outside Priority X’s reasonable control prevents the driver from completing the collection or delivery.

5. Collection and Delivery Times

Priority X will use reasonable efforts to meet quoted or requested collection and delivery times.

Unless expressly agreed otherwise in writing, collection times, delivery times and estimated journey durations are estimates and are not guaranteed.

Delays may occur because of circumstances outside our reasonable control, including traffic, road closures, accidents, severe weather, breakdowns, security incidents, police activity and delays at collection or delivery locations.

Priority X will not be responsible for losses arising solely from a delay caused by circumstances outside our reasonable control.

Where a genuinely time-critical delivery is required, the Customer must inform Priority X before the booking is accepted.

6. Customer Responsibilities

The Customer must ensure that:

1. the goods are ready for collection at the agreed time;
2. the collection and delivery addresses are accurate;
3. appropriate contact details are provided;
4. the goods are properly and safely packaged;
5. the goods can safely and legally be transported;
6. the weight and dimensions supplied are accurate;
7. any special handling requirements are disclosed before booking;
8. the sender has authority to release the goods;
9. the recipient is available to accept delivery where required; and
10. all necessary documentation, instructions and information are supplied.

The Customer is responsible for any reasonable additional costs caused by inaccurate or incomplete information.

7. Packaging

Unless Priority X has expressly agreed to provide a packing service, the Customer is responsible for ensuring goods are adequately packaged for transportation.

Packaging must be suitable for the nature, weight, dimensions and fragility of the goods and for normal road transportation.

Priority X may refuse to transport goods that we reasonably consider unsafe, inadequately packaged or likely to cause injury or damage.

Where we agree to carry inadequately packaged goods at the Customer’s request, this does not mean that Priority X accepts responsibility for loss or damage caused by inadequate packaging.

8. Loading and Unloading

Unless otherwise agreed, our service is a courier transportation service and does not automatically include specialist loading, unloading, installation, assembly or removal services.

The Customer must inform Priority X before booking if goods require:

• more than one person to lift;
• lifting equipment;
• specialist handling;
• a tail lift;
• pallet handling equipment; or
• any other special loading/unloading arrangement.

Priority X may charge additional fees where requirements were not disclosed before booking.

Our drivers are not required to handle goods where doing so would create an unreasonable risk of injury or damage.

9. Prohibited and Restricted Goods

The Customer must not tender goods for transportation that are illegal to possess or transport.

Unless specifically disclosed to and accepted by Priority X in writing before collection, the Customer must not send:

• illegal goods or substances;
• explosives;
• firearms or ammunition;
• dangerous chemicals;
• radioactive materials;
• hazardous substances;
• controlled drugs;
• live animals;
• human remains;
• cash;
• negotiable instruments;
• precious metals or stones;
• exceptionally high-value jewellery;
• goods requiring legally regulated specialist transportation; or
• any item that cannot legally or safely be transported using the vehicle provided.

The Customer is responsible for accurately declaring the nature of the goods.

Priority X reserves the right to refuse any consignment that we reasonably believe may be unsafe, unlawful or unsuitable for transportation.

10. Dangerous Goods

The Customer must notify Priority X before booking if a consignment contains any goods classified as dangerous or hazardous for transportation.

Priority X does not accept dangerous goods unless expressly agreed in writing and all applicable legal and regulatory requirements have been satisfied.

Failure to declare dangerous or hazardous goods may result in cancellation of the delivery and the Customer may be responsible for reasonable losses, expenses, fines or liabilities caused by the failure to disclose the nature of the goods.

11. High-Value and Fragile Goods

The Customer must notify Priority X before booking if goods are unusually valuable, fragile, irreplaceable or commercially sensitive.

Priority X may request further information, impose additional conditions, require additional insurance or decline the consignment.

Acceptance of a consignment does not automatically mean that Priority X has accepted unlimited liability for its value.

12. Failed Collections

A failed collection may occur where our driver attends the agreed collection location but cannot collect the goods for reasons outside Priority X’s reasonable control.

This may include where:

• nobody is available;
• goods are not ready;
• the address is incorrect;
• access is refused;
• the goods differ materially from the booking information;
• the goods cannot safely fit into the booked vehicle; or
• the goods cannot legally or safely be transported.

Priority X may charge for the attempted collection, mileage travelled, waiting time and any other reasonable costs incurred.

13. Failed Deliveries

Where delivery cannot be completed for reasons outside Priority X’s reasonable control, we will attempt to contact the Customer for instructions.

Depending on the circumstances, we may:

• wait at the delivery location;
• attempt redelivery;
• deliver to another location authorised by the Customer;
• return the goods to the sender; or
• securely hold the goods while further instructions are obtained.

Additional mileage, waiting time, storage, redelivery and return charges may apply.

14. Authority to Leave Goods

Priority X will normally deliver goods to the recipient or another person reasonably appearing to have authority to accept them at the delivery address.

If the Customer or recipient instructs Priority X to leave goods unattended or in a designated safe place, the goods will be left at the Customer’s risk once the delivery has been completed in accordance with those instructions.

Priority X may refuse to leave goods unattended where we reasonably consider it unsafe or inappropriate.

15. Proof of Delivery

Proof of delivery may include:

• recipient name;
• signature;
• photograph;
• delivery timestamp;
• GPS/location information;
• electronic confirmation; or
• other reasonable evidence that delivery has been completed.

Where a recipient refuses or is unable to provide a signature, other reasonable evidence may be used as proof of delivery.

16. Cancellations

The Customer should notify Priority X as soon as possible if a booking needs to be cancelled.

Where a booking is cancelled before a driver has been allocated or dispatched, no cancellation fee may apply unless otherwise agreed.

Where a driver has already been dispatched, Priority X reserves the right to charge a reasonable cancellation fee reflecting costs already incurred.

Where the driver has arrived at or is close to the collection location, up to the full quoted collection/delivery charge may be payable.

17. Changes to a Booking

Changes requested after a booking has been confirmed may result in additional charges.

Changes include:

• changing the collection address;
• changing the delivery address;
• adding additional stops;
• materially changing the collection time;
• increasing the quantity, weight or dimensions of the goods;
• changing the type of goods; or
• requiring a different vehicle.

Priority X will inform the Customer of any material additional charge where reasonably practicable before carrying out the changed service.

18. Customer Accounts and Payment

Unless credit terms have been agreed in writing, payment is due in accordance with the payment terms stated on the quotation, booking confirmation or invoice.

For approved business account Customers, invoices must be paid within the agreed credit period.

Priority X reserves the right to:

• require payment before collection;
• require a deposit;
• impose or amend credit limits;
• suspend account facilities where invoices are overdue; and
• refuse further bookings until outstanding balances have been paid.

19. Late Payment

For business-to-business transactions, Priority X reserves the right to charge interest and recover compensation and reasonable recovery costs on overdue invoices where permitted under the Late Payment of Commercial Debts (Interest) Act 1998, as amended.

Any dispute concerning an invoice should be raised promptly and does not automatically entitle the Customer to withhold payment of undisputed amounts.

20. Responsibility for Goods

Priority X will take reasonable care of goods while they are in our possession or control.

The Customer acknowledges that transportation involves inherent risks.

Priority X will not be responsible for loss or damage to the extent caused by:

• inadequate or unsuitable packaging;
• inherent defects or characteristics of the goods;
• ordinary wear and tear;
• incorrect instructions;
• inaccurate information supplied by the Customer;
• prohibited or undeclared goods;
• acts or omissions of the sender or recipient;
• circumstances outside Priority X’s reasonable control; or
• the Customer’s failure to comply with these Terms.

Nothing in these Terms excludes liability where it would be unlawful to do so.

21. Liability and Insurance

Priority X maintains appropriate insurance for the courier services it provides.

However, the amount recoverable in relation to loss or damage may be subject to the terms, conditions, exclusions and limits of the applicable insurance policy and any limitation of liability agreed between Priority X and the Customer.

The Customer must declare before booking where the value of a consignment exceeds any standard liability or insurance limit communicated by Priority X.

Where appropriate, additional cover may be available by prior arrangement and may incur an additional charge.

The Customer should not assume that the full commercial, retail or replacement value of goods is automatically insured.

22. Indirect and Consequential Loss

To the fullest extent permitted by law, Priority X will not be liable for indirect or consequential losses arising from loss, damage or delay, including:

• loss of profit;
• loss of revenue;
• loss of business;
• loss of opportunity;
• loss of anticipated savings;
• loss of goodwill; or
• contractual penalties imposed on the Customer by a third party.

This provision does not limit any liability that cannot lawfully be limited or excluded.

23. Claims for Loss or Damage

Any visible loss or damage should be reported to Priority X as soon as reasonably possible.

The Customer should provide sufficient information for the claim to be investigated, including where applicable:

• booking or job reference;
• description of the goods;
• photographs of the goods and packaging;
• proof of value;
• evidence of damage;
• collection and delivery details; and
• any other reasonably requested information.

The Customer must preserve damaged goods and their packaging where reasonably possible while a claim is being investigated.

Payment of a claim will be subject to the applicable contractual and insurance terms.

24. Events Outside Our Control

Priority X will not be liable for a failure or delay in performing its obligations where caused by circumstances beyond our reasonable control.

These may include:

• extreme weather;
• flooding;
• fire;
• road closures;
• serious traffic incidents;
• accidents;
• vehicle breakdowns that could not reasonably have been prevented;
• strikes or industrial action;
• civil disturbance;
• acts of terrorism;
• government restrictions;
• epidemics or pandemics;
• failure of telecommunications systems; or
• other force majeure events.

Priority X will take reasonable steps to minimise disruption where practicable.

25. Subcontractors

Priority X may use employees, self-employed drivers, courier partners or subcontractors to fulfil bookings.

Where subcontractors are used, Priority X remains responsible for managing the Customer’s booking subject to these Terms and any applicable legal limitations.

The Customer authorises Priority X to arrange transportation using an appropriate third party where reasonably necessary to provide the service.

26. Confidentiality

Priority X will take reasonable steps to protect confidential information received in connection with a delivery.

Customers must clearly notify Priority X before booking where a consignment requires particular confidentiality or security procedures.

Unless specifically agreed in writing, Priority X does not provide specialist classified-information transportation or security-cleared courier services.

27. Data Protection and Privacy

Priority X may collect and process personal information necessary to:

• process bookings;
• arrange collections and deliveries;
• contact senders and recipients;
• process payments;
• maintain business records;
• prevent fraud;
• resolve complaints;
• provide customer support; and
• comply with legal obligations.

Personal information will be handled in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

Further information should be provided in Priority X’s Privacy Policy.

28. Communications

The Customer agrees that Priority X may contact them regarding bookings and account administration by email or other communication methods supplied by the Customer.

Operational communications may include collection updates, driver information, delivery updates, proof of delivery and requests for further instructions.

Marketing communications will be handled separately in accordance with applicable law.

29. Complaints

Customers should raise complaints as soon as reasonably possible by contacting:

Email: bookings@priorityx.co.uk

Please include the relevant booking reference and sufficient information for us to investigate the complaint.

Priority X will aim to investigate and respond within a reasonable period.

30. Business Customers

Where the Customer is acting in the course of a business, trade or profession, these Terms constitute the basis upon which Priority X provides the services unless alternative written terms have been agreed.

Any terms contained in the Customer’s purchase order, procurement system or other documentation will not override these Terms unless expressly accepted by Priority X in writing.

31. Consumers

Where the Customer is a consumer, nothing in these Terms affects the Customer’s statutory rights.

Any exclusions or limitations in these Terms apply only to the extent permitted by applicable consumer law.

32. Right to Refuse Service

Priority X reserves the right to refuse or cancel a booking where reasonably necessary, including where:

• the service would be unlawful;
• the goods are unsafe;
• the Customer has provided materially inaccurate information;
• appropriate transportation cannot safely be provided;
• payment requirements have not been satisfied;
• the Customer or another person behaves abusively or threateningly towards our staff or drivers; or
• circumstances outside our reasonable control prevent the service from being performed.

Where appropriate, any refund due will take account of services already performed and reasonable costs already incurred.

33. Fraud and Misuse

Priority X may suspend or refuse services where we reasonably suspect fraud, illegal activity, misuse of our services or deliberate provision of false information.

We may cooperate with law enforcement authorities where legally required or otherwise permitted by law.

34. Severability

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, the remaining provisions will continue in effect.

35. No Waiver

If Priority X does not immediately enforce a provision of these Terms, this does not mean that we waive the right to enforce that provision later.

36. Changes to These Terms

Priority X may update these Terms from time to time.

The version applicable to a booking will normally be the version in effect when that booking is accepted, unless a change is required by law.

The latest version may be published on the Priority X website.

37. Governing Law and Jurisdiction

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.

Where the Customer is acting in the course of business, the courts of England and Wales will have exclusive jurisdiction, unless otherwise agreed in writing.

Consumers retain any rights regarding jurisdiction provided by applicable law.

38. Contact

Questions regarding these Terms and Conditions should be directed to:

Priority X
Email: bookings@priorityx.co.uk