Hireload Delivery & Returns Policy

1 Where and how we deliver

We deliver using our own vehicles and drivers (or approved carriers) to the delivery address shown on your order confirmation. All deliveries and collections are kerbside only:

• We unload to the nearest safe, legal stopping point at street level outside the property or site entrance.
• We do not carry equipment through buildings, up or down stairs, into back gardens, or across sites.
• You are responsible for providing your own labour to move items from the kerbside to their point of use.

2 Delivery dates, times and service level

When you place an order we agree an intended delivery date. We aim for next-day delivery where route capacity and stock allow, but delivery dates and time windows are estimates unless expressly confirmed in writing as guaranteed. Any AM / PM window we share is approximate.

• Early or late arrival within the same day is not, on its own, a reason to refuse delivery or cancel the hire.
• If we cannot deliver on the agreed day (for example due to breakdown, severe traffic or operational issues) we will contact you to agree an alternative.

For business customers, we are not liable for loss of profit, loss of business or other indirect losses caused by late or failed delivery, and our liability is limited as set out in our Terms & Conditions. For consumers, your statutory rights are not affected.

3 Access, parking and site conditions

You must ensure that:

• The delivery address includes full details — house / unit number, street name, postcode and a mobile number for the person on site.
• There is safe, reasonable vehicle access for a van at the agreed times (including height, weight or width restrictions, gated estates and similar).
• You arrange any parking permissions, permits or suspensions needed for our vehicle to stop legally and safely near the site.
• The kerbside area is clear and safe for unloading (no blocking vehicles, no dangerous ground conditions).

If we cannot access the site, cannot safely stop, or the address details are incorrect, this will be treated as a failed delivery (see section 5). Any parking penalties, tolls or additional costs we reasonably incur because of access or parking problems at your site may be recharged to you.

4 Your responsibility to be on site

Someone over 18 must be present at the delivery address to:

• Accept the equipment;
• Sign for delivery and any paperwork;
• Provide ID if requested for fraud prevention and security.

For collection, someone must be present to:

• Give our driver safe access to the equipment;
• Confirm that all items are returned.

If no one is present, or the equipment is not ready for collection, this will be treated as a failed delivery / collection.

5 Waiting time, failed delivery and additional charges

To keep prices fair for everyone:

• Standard delivery includes up to 15 minutes on site for unloading.
• If the driver has to wait longer — for example because no one is ready to receive the equipment, access is blocked, or paperwork is not prepared — we may charge waiting time at our current hourly rate (minimum one hour).

If we attend the site but cannot complete the delivery or collection because of:

• No one being present;
• Unsafe or impossible access;
• Incorrect address or missing parking arrangements;
• Equipment not being available for collection;

we may charge a failed delivery / collection fee and arrange a redelivery at additional cost. Where applicable, the charges set out below will be shown on your quote or order confirmation before the booking is confirmed:

Charges are confirmed on the quote or order confirmation before the hire is booked. They may be reviewed from time to time; the rates shown on your most recent quote or order confirmation will apply to that hire.

6 Collections, off-hire and cancellation

Unless otherwise agreed in writing, we collect from the same kerbside location where we delivered. You must:

• Keep all hired items together, clean and accessible at kerbside, ready for the driver.
• Ensure any gates, padlocks or security are open at the agreed time.

You must give us clear off-hire instructions (by phone or email) in line with our Terms & Conditions:

• Off-hire only takes effect once we have confirmed your request and agreed a collection date.
• Hire charges continue until the confirmed off-hire date, provided the equipment is complete, accessible, not in use and ready for collection at the agreed kerbside point.
• If we are unable to collect on the confirmed date solely because of a delay caused by us, hire charges will not continue beyond that confirmed date.

Cancellation and consumer rights

For business customers, the agreed minimum hire period applies once the hire has started.

For consumers, statutory cancellation rights under UK distance-selling rules are not affected. If you ask us to start the hire (including delivery) during the 14-day cancellation period, you may be charged for the hire, delivery, collection and any services provided up to the point of cancellation, in line with the law.

7 Assembly, installation and dismantling

Standard Hireload service is delivery only. We do not assemble, install or dismantle hired equipment as part of standard hire.

In limited cases we may offer an assembly / dismantling service at extra cost, subject to:

• Prior written agreement;
• Site risk assessment;
• Availability of suitably trained personnel.

Where this service is provided, it will be clearly itemised on your quote or order confirmation and subject to additional terms. Final selection and suitability of equipment for your site remains your responsibility unless we expressly agree otherwise in writing.

8 Damages, losses and Damage Waiver

All equipment is inspected on delivery and again on collection. Any damage, missing parts or cleaning required beyond fair wear and tear will be charged in line with our Terms & Conditions of Hire. Where damage or missing items are identified at collection, photos are taken and our customer care team will be in touch to set out any charges.

Losses

On collection, the driver checks the items returned against the items delivered. If anything is missing, you will be made aware at the point of collection and our customer service team will contact you to arrange payment for the replacement at our current list price.

9 Your statutory rights

Nothing in this policy limits your statutory rights or our liability where it cannot legally be limited, including for death or personal injury caused by negligence, fraud, faulty goods or goods not as described.

If you are a consumer, your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are unaffected by this policy.

10 Contact

If you have any questions about delivery and returns, please contact us before your hire date. We can talk you through suitable options based on the information you provide. Final selection and suitability for your site remains your responsibility unless we expressly agree otherwise in writing.

• Hireload
• Email: info@hireload.co.uk
• Tel: 020 3375 4048
• Website: hireload.co.uk