Terms of Service

1. Who we are

These terms govern services provided by Prime Express Delivery, a company registered in England and Wales, whose registered office is 27 Old Gloucester Street, London WC1N 3AX. Our company registration number is published in the footer of this site.

“We” and “us” mean that company. “You” means the person or entity contracting with us for a movement or for storage.

2. Scope of service

We provide secure transport, vaulting, customs brokerage, hand-carry courier, exhibition logistics and fulfilment services as described on this site and, more specifically, in the written quotation issued for your consignment.

Where this page and a written quotation differ, the quotation governs. Nothing on this website constitutes an offer capable of acceptance; a contract forms when we confirm a booking in writing.

3. Quotation and booking

Every movement is surveyed and quoted in writing before collection. The quotation states the handling plan, the declared value and the charges. We are not obliged to carry goods we have not surveyed.

We may decline any booking, including where we cannot establish ownership, verify the intended recipient, or document the chain of custody end to end.

4. Your obligations

You warrant that you are entitled to send the goods, that their description and declared value are accurate, and that they are not prohibited or restricted except as disclosed to us in advance. See our restricted items page.

You must give accurate recipient details, including the full legal name of the person authorised to take release.

5. Liability and cover

Cover is arranged against the value you declare at quotation and confirmed in writing before collection. Our liability for loss of or damage to goods is limited to that declared value.

We are not liable for consequential loss, including lost sales, missed deadlines or reputational harm, unless expressly agreed in writing in advance.

Standard market exclusions apply, including inherent vice, pre-existing damage, war and nuclear risks, and confiscation by lawful authority.

6. Storage, charges and lien

Storage is charged from the rate agreed in your storage agreement, applied to elapsed time from receipt, less any grace period. Charges are billed in arrears against numbered invoices. The balance shown in the client portal is the total of invoices issued less payments received.

Charges accrued but not yet invoiced are shown separately and are not due until invoiced.

We may exercise a lien over goods in our possession in respect of sums properly due and invoiced. Any such right, the notice we must give before exercising it, and your rights in response are set out in full in your storage agreement.

7. Release and identity

Goods are released only to a person named on the account as a signatory, on written instruction, and against photographic identification checked at the point of release.

We do not accept instructions to change a recipient by telephone, and we do not release against an email alone. This applies without exception, including to established clients and to urgent requests.

8. Cancellation

Bookings cancelled before a crew is dispatched are not charged. Once a crew has been dispatched, an abortive-call charge may apply as stated on your quotation.

9. Complaints and disputes

Our complaints procedure is published on this site. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.