Last updated: 24 July 2026
Bookings and cargo information
The customer must provide accurate cargo descriptions, quantities, weights, dimensions, values, handling requirements, addresses and regulatory information. Acceptance remains subject to capacity, route, safety and legal requirements.
Prohibited and restricted cargo
Dangerous, illegal, counterfeit, undeclared, controlled or restricted goods must not be tendered without prior written disclosure and all required licences, packaging and documentation.
Charges and payment
Charges may include freight, fuel, handling, storage, customs, taxes, duties, insurance, demurrage, detention, redelivery and third-party costs. Payment terms are those stated in the accepted quotation, invoice or customer agreement.
Customs and documentation
Customers remain responsible for accurate documents and lawful import or export instructions. Customs timeframes and regulator decisions may be outside the company’s direct control.
Delivery and proof
Delivery may be evidenced by a signature, name, photograph, timestamp, GPS record, barcode scan or other reasonable proof. The customer must report visible damage or shortage promptly and preserve evidence.
Liability and insurance
Liability is governed by the applicable contract, transport document, law and international convention. Customers should request cargo insurance where the potential loss exceeds applicable carrier liability.
Claims and disputes
Claims should be submitted through the support centre with the shipment reference, supporting documents and evidence. Parties should first attempt good-faith resolution before pursuing contractual or legal remedies.