Last updated: 16 August 2026
These Terms and Conditions apply to courier and delivery services provided by Laiha Logistics. Please read them before confirming a booking.
Nothing in these Terms affects any legal rights that cannot be excluded or restricted under UK law.
- About Laiha Logistics
Laiha Logistics provides local courier, same-day and scheduled delivery services across Norwich, Norfolk and surrounding areas.
Email: info@laihalogistics.com
Telephone: 07878333258
Website: www.laihalogistics.com
- Quotations and bookings
Submitting a quotation form or contacting us does not by itself create a confirmed booking.
A booking becomes confirmed when Laiha Logistics accepts the delivery request and confirms the agreed service, price, collection details and delivery details by email, telephone or WhatsApp.
Quotations are based on the information supplied by the customer. We may revise or withdraw a quotation before confirmation if the information is incomplete or inaccurate.
Any important requirements, including deadlines, item value, size, weight, fragility or special handling, must be disclosed before the booking is confirmed.
- Prices and payment
The agreed price will be confirmed before the booking is accepted.
Additional charges may apply if:
• The collection or delivery information supplied is incorrect.
• The item is materially larger, heavier or different from its description.
• Additional stops, waiting time, redelivery or a return journey are requested or reasonably required.
• Parking, toll, congestion or other unavoidable journey charges apply and were not included in the quotation.
We will explain additional charges before they are incurred wherever reasonably possible.
Payment terms will be confirmed with the quotation or booking. Unless business-account terms have been agreed in writing, payment may be required before collection or delivery.
Business customers must pay invoices within the period shown on the invoice.
- Customer responsibilities
The customer must:
• Provide accurate collection, delivery and contact information.
• Provide a truthful description of the item and disclose its approximate value.
• Ensure the item is legally permitted and safe to transport.
• Package and label the item appropriately for normal road transport.
• Ensure somebody is available at the collection and delivery locations at the agreed times.
• Inform the sender and recipient that their contact details may be shared with Laiha Logistics and the assigned driver for the delivery.
• Tell us about any special handling, access, parking or timing requirements before confirmation.
The customer must have the legal right or proper authority to arrange transportation of the item.
- Prohibited and restricted items
We do not knowingly carry:
• Illegal, stolen or counterfeit goods.
• Weapons, ammunition or explosives.
• Hazardous, flammable, corrosive, toxic or radioactive materials.
• Illegal drugs or controlled substances without lawful authority.
• Cash, negotiable instruments or items functioning as cash.
• Live animals or human remains.
• Any item whose transportation would breach the law or create an unreasonable safety risk.
Medicines, alcohol, tobacco, high-value items, fragile items, temperature-controlled goods, perishable goods and other restricted items must be disclosed and accepted by us in writing before collection.
We may refuse, stop or report a delivery if we reasonably suspect that an item is illegal, dangerous, prohibited or materially different from the description provided.
- Packaging
The customer is responsible for providing packaging that is suitable for the item and the expected journey unless we have expressly agreed to provide packaging.
We are not responsible for loss or damage caused by inadequate or unsuitable packaging, unless the packaging was provided or approved by us and the loss or damage resulted from our failure to use reasonable care and skill.
We may refuse to collect an item that appears unsafe or inadequately packaged.
- Collection and delivery
We will provide the service with reasonable care and skill.
Collection and delivery times are estimates unless we expressly confirm a guaranteed time in writing. Traffic, weather, road closures, accidents, vehicle issues, security procedures and circumstances outside our reasonable control may cause delays.
We will take reasonable steps to inform the customer of a significant delay and, where appropriate, agree a practical alternative.
The customer must provide accurate access information, including building numbers, entry codes, loading instructions and contact telephone numbers.
- Unavailable recipient or failed delivery
If nobody is available to receive the item, we may:
• Contact the customer or recipient for instructions.
• Wait for a reasonable period.
• Attempt redelivery.
• Return the item to the sender.
• Hold the item temporarily at a safe location where appropriate.
Reasonable waiting, redelivery, return or storage charges may apply. We will explain these charges before incurring them wherever reasonably possible.
We will not leave an item unattended unless the customer or recipient authorises this and it is safe and lawful to do so. Any agreed safe-place instruction may affect responsibility for loss occurring after the item has been left as instructed, but it does not remove liability for anything caused by our failure to use reasonable care and skill.
- Proof of collection and delivery
We may record proof of collection or delivery using a name, signature, photograph, timestamp, booking reference, location confirmation or electronic record.
A delivery may be treated as completed when it has been handed to the named recipient, an authorised person at the address or left in an authorised safe place.
- Cancellations
Customers should cancel as soon as possible by telephone, email or WhatsApp.
If a booking is cancelled before a driver has been assigned or dispatched, normally no cancellation charge will apply.
If a driver has already been assigned, dispatched or has travelled towards the collection, we may charge a fair amount reflecting the work completed and reasonable costs incurred.
If cancellation occurs after collection, the agreed delivery charge and any reasonable return or storage costs may be payable.
We will not impose a cancellation charge that is disproportionate to our actual work, costs or losses.
- Consumer cancellation rights
Where a consumer has a legal 14-day cancellation right for a distance or off-premises service contract, that right continues to apply.
If you ask us to begin the delivery service during the 14-day cancellation period, you expressly request early performance. If you cancel after work has started but before the service is completed, you may have to pay a proportionate amount for the service already provided.
Once the service has been fully completed following your express request and acknowledgement, your 14-day cancellation right may end.
Nothing in these Terms limits any cancellation right provided by law.
- Delays and events outside our control
We are not responsible for failure or delay caused by circumstances that we could not reasonably control or avoid, provided we take reasonable steps to reduce the impact and keep the customer informed.
Such circumstances may include severe weather, road closures, major traffic incidents, accidents not caused by us, public emergencies, civil disruption, strikes affecting third parties or restrictions imposed by public authorities.
If a significant delay means the service can no longer reasonably meet its purpose, the customer may contact us to discuss cancellation, an alternative arrangement or an appropriate refund.
- Loss or damage
Customers must disclose the nature and value of an item before booking, particularly for valuable, fragile or irreplaceable items.
If an item is lost or damaged, contact us as soon as reasonably possible with:
• The booking or reference number.
• A description of the item.
• Evidence of its condition and value.
• Photographs of the packaging and damage where available.
• Any other information reasonably needed to investigate the matter.
We will investigate fairly and may refer the matter to our insurer where appropriate.
- Our responsibility
We are responsible for foreseeable loss or damage caused by our failure to provide the service with reasonable care and skill or by our breach of contract.
We are not responsible for:
• Loss or damage caused by inaccurate information or instructions supplied by the customer.
• Loss or damage caused by inadequate customer-supplied packaging.
• Loss resulting from the lawful refusal to transport a prohibited, dangerous or misdescribed item.
• Loss that was not reasonably foreseeable when the booking was confirmed.
• Loss caused entirely by events outside our reasonable control where we took reasonable steps to minimise the impact.
For business customers, we are not responsible for indirect or consequential business losses, loss of profit, loss of opportunity or loss of reputation where such losses were not reasonably foreseeable.
We do not exclude or restrict liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or failure to provide services with reasonable care and skill.
- Insurance and high-value items
Standard insurance protection may be limited and may not be suitable for high-value, fragile, unusual or irreplaceable items.
The customer must disclose the value and nature of such items before booking. We may decline the item or offer additional protection subject to availability, conditions and an additional charge.
No additional insurance is included unless confirmed in writing.
- Subcontractors and drivers
We may use an authorised driver, subcontractor or delivery partner to complete a booking.
We remain responsible for ensuring that the service is provided in accordance with these Terms and applicable law.
- Complaints
If you are unhappy with the service, contact us promptly so we can investigate:
Email: info@laihalogistics.com
Telephone: 07878333258
Please provide the booking reference, relevant dates and details of the issue.
We aim to acknowledge complaints promptly and provide a fair response after completing any necessary investigation.
- Personal information
We use personal information in accordance with our Privacy Policy, available at:
- Changes to these Terms
We may update these Terms to reflect changes to our services or the law.
The Terms that apply to a booking are those made available when that booking is confirmed. We will not retrospectively change an agreed booking to the customer’s disadvantage without their agreement, unless required by law.
- Severability
If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
- Governing law
These Terms are governed by the laws of England and Wales.
Consumers may bring proceedings in the courts that have jurisdiction under applicable consumer law. Business customers agree that the courts of England and Wales will have jurisdiction, unless otherwise agreed in writing.
- Contact us
Laiha Logistics
Email: info@laihalogistics.com
Telephone: 07878333258
Website: www.laihalogistics.com