Terms & Conditions

By booking services with AHA Prime Ltd, you agree to these Terms & Conditions. A booking is confirmed when we accept your request via WhatsApp, email, or through a third-party platform. These terms apply to all logistics, removal, courier, and delivery services provided by AHA Prime Ltd. Where services are booked through third-party platforms, the terms of those platforms may also apply. We reserve the right to refuse service at our discretion, particularly where we reasonably believe a job poses safety risks, involves prohibited items, or where payment issues exist.

We will use reasonable endeavours to perform services at the agreed time and date. However, exact times cannot be guaranteed due to traffic, weather, access issues, or circumstances beyond our control. Customers must ensure: • Accurate collection and delivery addresses are provided • Safe and clear access to collection and delivery points • Items are ready and accessible at the agreed time • All items for transport are accurately described, including dimensions and weight • Hazardous, illegal, or prohibited items are not presented for transport AHA Prime Ltd is not liable for delays caused by inaccurate information, access issues, or factors outside our reasonable control.

AHA Prime Ltd maintains appropriate insurance cover for logistics operations. Current insurance includes: • Public Liability: up to £1,000,000 • Employers Liability: up to £10,000,000 • Policy Period: 01 April 2026 – 31 March 2027 Insurance details are available on request or as set out in our current compliance documents. Cover is subject to policy terms, conditions, limits, and insurer acceptance. AHA Prime Ltd is only liable where: • Negligence on our part is proven • A claim falls within applicable legal responsibility and/or accepted insurance cover We are not liable for loss or damage arising from circumstances outside our control.

AHA Prime Ltd is not liable for: • Damage caused by poor packing or inadequate packaging provided by the customer • Damage to items that were not properly declared or described • Loss or damage to undeclared items or items of undisclosed value • Access issues at collection or delivery points outside our control • Traffic delays, road closures, or adverse weather conditions • Indirect or consequential losses of any kind • Loss of profit, business, contracts, or anticipated savings • Business interruption or reputational loss • Damage arising from customer negligence or failure to follow advice Where items are packed by the customer, AHA Prime Ltd accepts no liability for damage during transit unless external damage to packaging is evident upon delivery.

All claims for loss or damage must: • Be reported within 24 hours of delivery or service completion • Be submitted in writing via WhatsApp or email • Include photographic evidence of any damage • Include proof of value (receipts, valuations) where relevant • Provide accurate and complete information about the circumstances Claims that are late, incomplete, misleading, unsupported, or fraudulent may be rejected. We reserve the right to investigate all claims fully before accepting liability. AHA Prime Ltd will respond to valid claims within a reasonable timeframe. Any compensation is limited to the lesser of the item's actual value or the applicable insurance limit.

Cancellation terms: • Cancellations made more than 24 hours before the scheduled job: No charge • Cancellations made within 24 hours: Deposit (if paid) is non-refundable • Cancellations on the day or no-shows: Full quoted amount may be charged Changes to bookings should be communicated as early as possible. We will accommodate changes where reasonably practicable, but changes on short notice may not always be possible or may incur additional charges. We reserve the right to cancel or reschedule services in cases of severe weather, vehicle breakdown, illness, or other circumstances beyond our reasonable control.

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these terms excludes or limits liability where exclusion is not permitted under UK law, including but not limited to: • Death or personal injury caused by negligence • Fraud or fraudulent misrepresentation • Any other liability that cannot be excluded by law Your statutory rights are not affected by these terms.