Terms of service
Last updated 11 September 2026
1. These terms
These terms apply when you book a delivery with Mateen (company number [SET company number], registered at [SET registered address]) or use the portal. By placing a booking you accept them. If you book on a business account, these terms apply alongside any account agreement we have signed with you; where the two conflict, the signed agreement wins.
If you are booking as a consumer rather than for a business, nothing in these terms takes away your statutory rights.
2. Your account
- Keep your login details to yourself. Anything done with your login is treated as done by you.
- Tell us straight away if you think someone else has your password. You can reset it yourself from the login page.
- Business accounts: an administrator on your account is responsible for who they give access to, and for removing people who leave.
- We may suspend an account that is being misused, or where payment is overdue.
3. Quotes and bookings
A quote is calculated from the collection and delivery postcodes, the vehicle needed and the service level you choose. It is an offer based on the information you give us.
A booking is not confirmed until we accept it — you will get a confirmation with a job reference and a tracking link. For card bookings, acceptance happens when payment succeeds.
If what we find on arrival is materially different from what was booked — heavier, larger, more items, a different address, or access that needs a different vehicle — we will tell you before going ahead and re-quote. You can cancel at that point and pay only for any work already done and any wasted journey.
4. Prices and payment
Paying by card
One-off bookings are paid at the time of booking through Stripe. Prices shown include VAT unless stated otherwise. We do not handle or store your card details.
Paying on account
Approved business accounts are invoiced on the payment terms set for that account. We may set a credit limit, require a purchase order reference on every booking, and place an account on hold — which stops new bookings — where payments are overdue or the limit is reached.
Invoices are due by the date on the invoice. On a late business-to-business payment we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
Charges that can be added after booking
Additional charges
- Waiting time
- Charged where a driver is held up at collection or delivery beyond the free waiting period quoted for the service.
- Failed delivery
- Where nobody is available to receive the goods and no safe place or neighbour has been authorised, the consignment is returned or held, and the return leg is chargeable.
- Redelivery
- Charged at the applicable rate for a further attempt.
- Incorrect details
- Where an address or contact given to us is wrong and a further journey is needed.
- Congestion, low-emission and toll charges
- Passed on at cost where the route requires them.
5. Cancellation and refunds
- Cancel before a driver has been dispatched and you pay nothing.
- Cancel after a driver is on the way to collection and we may charge for the journey already made.
- Cancel after collection and the full price is payable, as the work has been done.
- Refunds are approved by an administrator and go back to the card that paid. Your bank usually takes a few working days to show it.
- Where a job is part-completed we may refund part of the price rather than all of it. The reason for any refund is recorded against the job and visible on your tracking page.
Consumers booking online have a 14-day right to cancel under the Consumer Contracts Regulations 2013. Where you ask us to start the delivery within that period, you can still cancel, but you will pay for the service provided up to the point you tell us.
6. Collection and delivery
- Have the goods ready, packed properly for transit, and someone available to hand them over within the agreed window.
- Make sure there is safe, legal access for the vehicle at both ends, and tell us about anything unusual — stairs, narrow lanes, permit zones, restricted site hours.
- Time windows are targets. Traffic, weather and road closures happen, and we will keep you updated through the tracking page rather than go quiet.
- Delivery is completed when a person at the address signs for the goods, or when they are left in a safe place you have authorised in writing. Either way the driver records proof.
- If nobody is there and we have no instruction we can safely follow, the driver will report a failed delivery and we will contact you.
7. What we cannot carry
Do not book, and do not hand to a driver, any of the following:
- Cash, bullion, negotiable instruments, jewellery or precious stones beyond any limit we have agreed in writing.
- Illegal items of any kind, including controlled drugs, counterfeit goods and stolen property.
- Firearms, ammunition, explosives, fireworks or weapons.
- Dangerous goods classified under ADR — including flammable liquids and gases, corrosives, oxidisers and toxic substances — unless we have agreed the consignment in advance and the correct documentation is in place.
- Living creatures and human remains.
- Perishable or temperature-controlled goods, unless agreed in advance.
- Anything whose carriage would breach a law or a licence condition.
If a consignment turns out to contain something on this list we may refuse it, stop the job, hand it to the authorities where we are required to, and charge you for the journey. You are responsible for any loss we suffer as a result.
8. Liability, insurance and claims
What we cover
We carry goods-in-transit insurance up to [SET liability limit] per consignment. Our liability for loss of or damage to goods is limited to that amount, or the value of the goods, whichever is lower. Tell us in advance if a consignment is worth more than the limit so cover can be arranged.
What we do not cover
- Damage caused by inadequate or unsuitable packaging.
- Inherent defect, natural deterioration or wastage of the goods themselves.
- Items on the prohibited list in section 7.
- Loss caused by incorrect information given to us, or by instructions to leave goods in a place you nominated.
- Indirect or consequential loss, loss of profit, loss of contracts or loss of goodwill.
- Delay, except where we have agreed a guaranteed timed service in writing.
Making a claim
Tell us about loss or damage within 7 days of delivery, or of the date delivery should have happened, and send a written claim with evidence within 28 days. Keep the goods and the packaging until the claim is settled — we may need to inspect them. Claims cannot be settled while an invoice for the job is unpaid.
What we never limit
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law. For consumers, your statutory rights under the Consumer Rights Act 2015 are unaffected.
9. Drivers and subcontractors
Some work is carried by self-employed drivers and subcontract partners. Where it is, we remain responsible to you for the service under these terms.
Drivers working with us must keep a valid licence, a current basic DBS check, right-to-work evidence and hire & reward, goods-in-transit and public liability insurance in date, and must keep their vehicle's MOT and insurance current. The system stops offering work to a driver whose documents have lapsed until they are back in order.
10. Using the portal
- We aim to keep the portal available at all times but cannot guarantee uninterrupted service. Maintenance and faults happen.
- The driver app keeps working without signal and sends updates once it reconnects, so an update may reach the office a little later than it was made.
- Live tracking and ETAs are our best estimate, not a guarantee.
- Do not attempt to access data belonging to another account, probe the service for weaknesses without our written permission, or use it in a way that interferes with other users.
- The portal, its content and its branding belong to us.
11. Data protection
How we handle personal data is set out in our privacy policy. Where you give us contact details for someone else — a recipient, a site contact — you confirm you may pass them to us for this purpose.
12. Changes, and the law that applies
We may change these terms. The version published when you place a booking is the one that governs it, and the date at the top tells you when it last changed.
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.
13. Contact us
Mateen, [SET registered address]. Email hello@yourcompany.co.uk.