Transportability Terms & Conditions
Draft for legal review before launch. These terms are intended to provide the operating framework for Transportability's services. They do not remove or restrict any statutory right or liability that cannot lawfully be excluded or restricted.
1. About these terms
These terms apply to transport services supplied by Transportability in mainland Great Britain unless a written trade agreement says otherwise. Separate terms apply to servicing and repairs, batteries and refurbished equipment. Where a customer is a consumer, mandatory consumer protections apply.
2. Contract formation
A booking request is an offer to purchase the stated service. Transportability may decline a request where the route, equipment, access, payload, safety, insurance or legal requirements make the job unsuitable. A transport contract is formed when Transportability accepts the booking and, for online paid bookings, successful payment has been received.
3. Customer information
The customer must provide accurate names, contact details, postcodes, access information and accurate information about the equipment, including make/model, approximate weight and dimensions, battery type and any known defect, damage or modification. Materially inaccurate information may result in a revised price, delay or refusal to load where proceeding would be unsafe or materially different from the agreed service.
4. Equipment acceptance and safety
Transportability may inspect equipment before loading. We may refuse or postpone equipment that is unsafe, unstable, excessively damaged, leaking, presenting a battery/fire risk, exceeding available payload or dimensions, or otherwise unsuitable for the vehicle or insurance arrangements. The planned maximum is four mobility units, but the actual number accepted is determined by payload, axle weights, dimensions, restraint requirements and safe loading.
5. Loading, restraint and access
Transportability controls the loading and restraint method. Customers must provide safe access and disclose steps, steep slopes, restricted parking, narrow entrances, lifts and other relevant conditions. We do not transport passengers. Personal possessions left on equipment are not covered unless expressly accepted in writing.
6. Condition records
Where practical, Transportability will record the equipment's visible condition by photographs and/or a condition note at collection and delivery. Existing scratches, dents, missing parts, worn tyres, battery faults and other pre-existing defects remain the customer's or owner's responsibility.
7. Prices and payment
Online prices are calculated from information supplied by the customer and are subject to equipment, access, payload and route checks. Additional work or materially different requirements will be quoted before proceeding where reasonably practicable. Card payments are processed through Stripe. Transportability does not store full card details.
8. Waiting, failed collection and delivery
The customer must make the equipment and access available at the agreed time. After a reasonable initial waiting period, a waiting charge may apply at the rate stated on the booking or quotation. Failed collections, failed deliveries, incorrect addresses, inaccessible locations or customer unavailability may result in waiting, redelivery or storage charges. Any applicable charge will be communicated before it is incurred where reasonably practicable.
9. Cancellation and consumer rights
Consumers may have statutory cancellation rights for distance contracts, subject to statutory exceptions. If a consumer expressly requests that a service begins during an applicable cancellation period, statutory rules can require payment for service supplied before cancellation and can affect the right to cancel once a service has been fully performed. Nothing in these terms limits those statutory rights. See the Booking & Cancellation Policy.
10. Delays and exceptional circumstances
We will take reasonable steps to keep customers informed of significant delays. Traffic, road closures, severe weather, vehicle breakdown, accidents, emergency call-outs, supplier failures and other events outside reasonable control may affect collection or delivery times. We will not deliberately cause delay and will work with the customer on a reasonable alternative where required.
11. Loss, damage and liability
Transportability will use reasonable care and skill. Liability terms are subject to applicable law and any agreed insurance arrangements. No term of these conditions excludes or restricts liability for death or personal injury caused by negligence, fraud, or any other liability which the law does not permit us to exclude or restrict. Any limitation applicable to business-to-business contracts is intended to be reasonable and proportionate.
12. Claims
Customers should report visible damage or loss as soon as reasonably possible, ideally at delivery, with photographs and supporting evidence. This does not remove any statutory rights or legal limitation periods. We will investigate claims using condition records, photographs, delivery records and other relevant evidence.
13. Trade customers
Trade customers include dealers, manufacturers, importers, repairers, care organisations, auction businesses and online sellers. Recurring customers may operate under a separate trade account agreement. See Trade Terms. Where credit is agreed, invoices are payable on the agreed due date and lawful late-payment remedies may apply.
14. Complaints
Complaints should be sent to the business email shown on the website with the booking reference and relevant evidence. We will acknowledge and investigate complaints fairly and proportionately.
15. Marketplace sales
Where Transportability provides a marketplace or showroom for third-party sellers, Transportability acts as the marketplace/advertising platform only and is not the seller of the advertised equipment. The contract of sale is exclusively between the seller and buyer. Any dispute, claim, refund request, complaint, loss or other disagreement arising from or connected with the sale is between the seller and buyer. To the fullest extent permitted by law, Transportability Ltd accepts no responsibility or liability for losses arising from the seller’s or buyer’s acts, omissions, representations, the condition or title of the equipment, payment arrangements, failure to complete the sale, or any other matter relating to the sale itself. This does not exclude or restrict statutory rights or liabilities that cannot lawfully be excluded or restricted.
Full marketplace-specific provisions are set out in the Marketplace Seller & Buyer Terms.
15. Governing law
These terms are governed by the law applicable to the relevant UK jurisdiction, subject to mandatory consumer protections and jurisdictional rights.
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