Terms and Conditions

1.1. These Terms and Conditions ("Terms") govern your access to and use of zeltrionix.com, related pages, applications, and downloadable content (the "Service"), operated by FERNBLAKE LIMITED (company number 16020960, registered office: Academy House, 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF) ("Zeltrionix", "we", "us", "our").

1.2. By creating an account, requesting a quote, booking a shipment, topping up your wallet, or paying by card, you agree to these Terms. If you do not agree, do not use the Service.

1.3. We are a booking/platform provider connecting you with third-party carriers (including DHL Express, UPS, FedEx, DPD, DB Schenker, SmartPosti, Hellmann, Delamode and others). We are not the actual carrier. Transport services are performed by the selected carrier under its own conditions in addition to these Terms.

3.1. You must be 18+ or have valid corporate authority. If you use the Service on behalf of a business, you confirm you are authorised to bind that entity.

3.2. Provide accurate, current information and keep credentials secure. You are responsible for all activity under your Account.

3.3. Notify us promptly of actual or suspected unauthorised access or security incidents: info@zeltrionix.com.

4.1. Platform role. Zeltrionix facilitates quotations, booking, label/waybill creation, and payment collection on your instruction. The transport contract for carriage is between you and the selected carrier in addition to these Terms.

4.2. Carrier Conditions prevail for the performance of carriage (pickup, transit, delivery, transit times, handling, loss/damage procedures, liability limits, exclusions).

4.3. No carriage promise by us. Transit times are estimates only; performance and routing remain the carrier's responsibility. We do not control carrier operations or customs.

5.1. Quotes. Rates shown are based on your inputs (origin/destination, weight, dimensions, contents, service level) and may change if data is inaccurate or the carrier applies re-weigh/re-measure or surcharges.

5.2. Booking. A booking is formed when payment is confirmed and a label/waybill is issued. You must print and affix the label and prepare the consignment in accordance with Carrier Conditions.

5.3. Pickup & Delivery. Pickup windows, cut-off times, delivery attempts, and remote area serviceability depend on the carrier and location.

5.4. Surcharges. Carriers may apply surcharges (including remote area, address correction, re-delivery, oversized/overweight, additional handling, security, fuel, peak, residential, limited access). You authorise us to charge your card or Wallet for any resulting adjustments.

5.5. Palletised freight. For pallet services, you are responsible for suitable palletisation, shrink-wrap/strapping, forklift accessibility, and accurate freight class (if applicable).

5.6. Dangerous goods / special cargo. Unless explicitly offered and approved in writing, we do not accept dangerous goods, temperature-controlled items, or live animals. Batteries, liquids, aerosols, and magnets may be restricted or require special packing/declared handling.

6.1. Physical shipment service. The Service arranges for physical transportation of goods by third-party carriers. We do not physically transport shipments ourselves; delivery is performed by the selected carrier under its Carrier Conditions.

6.2. Delivery commencement. Delivery begins when the carrier collects your consignment from the pickup address. A tracking number is provided immediately upon booking confirmation, and tracking status updates as the carrier scans the shipment at each stage.

6.3. Transit and tracking. Real-time tracking information is available through your Account and via the tracking page using your waybill/tracking number. Transit times are estimates only and depend on the carrier, service level selected, customs clearance (for international shipments), and local delivery conditions. We provide tracking data as received from carriers but do not guarantee specific delivery dates unless explicitly stated in a guaranteed service option.

6.4. Delivery attempts. Carriers typically make 1-3 delivery attempts depending on the service level and Carrier Conditions. If the recipient is unavailable, the carrier may leave a delivery notice with instructions for collection, re-delivery scheduling, or alternative delivery location (e.g., neighbour, safe place, carrier depot). You are responsible for ensuring recipient availability or providing delivery instructions.

6.5. Proof of delivery. Upon successful delivery, the carrier will obtain proof of delivery (POD) which may include a signature, photograph, or alternative confirmation method as per Carrier Conditions. POD records are stored in your shipment history within your Account for reference and can be accessed for up to 12 months after delivery.

6.6. Shipment history and records. All completed shipments appear in your Account history with full details including waybill numbers, tracking events, delivery confirmation, invoices, and related documents. You may access and download shipping labels, commercial invoices, and proof of delivery documents while records remain available in the system.

6.7. Delivery limitations. Successful delivery depends on accurate address information, recipient availability, compliance with customs requirements (for international), payment of applicable duties/taxes, carrier network coverage, and external factors such as weather, industrial action, or force majeure events. Carriers reserve the right to refuse delivery to addresses deemed inaccessible, unsafe, or not covered by their network.

6.8. Failed delivery. If delivery cannot be completed after all attempts due to incorrect address, recipient refusal, unpaid duties/taxes, or unavailability, the shipment may be returned to sender (RTS), held at a carrier depot for collection, or disposed of per Carrier Conditions. Additional charges for storage, re-delivery attempts, or return shipment are your responsibility. Failed delivery due to your error or recipient actions does not entitle you to a refund.

6.9. Delivery notifications. Where provided by the carrier, we will forward email and/or SMS notifications for key shipment events including pickup confirmation, in-transit updates, out-for-delivery alerts, and delivery confirmation. Notification delivery depends on carrier systems and your contact information accuracy; we are not liable for delayed or failed notifications.

6.10. Support for delivery issues. If you cannot track your shipment, have questions about delivery status, or experience delivery problems, contact info@zeltrionix.com with your tracking number, booking reference, and description of the issue. We will liaise with the carrier on your behalf to resolve delivery-related queries, but ultimate delivery performance is governed by Carrier Conditions.

7.1. Accurate data. You must provide complete and truthful shipment data (contents, value, HS codes where required, weights, dimensions).

7.2. Packaging. You are responsible for adequate packaging and internal protection so that goods withstand normal transport risks and automated handling. Carriers may refuse poorly packed items or apply additional handling surcharges.

7.3. Labelling & documents. Affix labels securely; include any required invoices, declarations, or permits. Failure to provide required documents may cause delays, returns, or additional charges.

7.4. Right to inspect. Carriers, customs, or authorities may open and inspect consignments.

8.1. You must not ship prohibited items under applicable laws or Carrier Conditions (e.g., illegal goods, explosives, certain hazardous materials, counterfeit items, cash/negotiable instruments, human remains, and other restricted categories).

8.2. Some items may be restricted (e.g., lithium batteries, perfumes, alcohol, food, pharmaceuticals, high-value jewellery, fine art) and require specific packaging, declarations, or pre-approval. You are responsible for compliance.

8.3. We may cancel a booking or instruct the carrier to hold/return/dispose in accordance with law and Carrier Conditions if we reasonably suspect a breach. Related costs may be charged to you.

9.1. Exporter/Importer responsibility. You are responsible for customs compliance, accurate valuation, classification, and provision of invoices and other documents. Duties, taxes, brokerage, storage, and inspection fees are payable by you or the designated party (often the receiver under DAP/DDU unless otherwise specified).

9.2. Sanctions & export control. You warrant that you, the receiver, and the goods are not subject to sanctions or export restrictions prohibiting the shipment. We may request KYC/AML documents and suspend service if concerns arise.

9.3. Delays/returns. Customs delays are outside our control. If a shipment is returned or abandoned due to non-compliance, refusal to pay duties/taxes, or receiver unavailability, you remain liable for resulting charges.

10.1. Where available, you may purchase optional transit insurance at checkout (subject to insurer terms, sums insured, deductibles, and exclusions).

10.2. Insurance is not a valuation guarantee. You must declare true value and provide packaging adequate per insurer requirements. Claims handling follows insurer procedures.

Accepted payment methods: Visa, Mastercard

11.1. Wallet nature. Wallet top-ups are advance payments to pay for services on the Service; the Wallet is not a bank account or e-money. No interest accrues.

11.2. Top-ups & currency. Unless stated otherwise, charges are displayed in GBP/EUR/USD (and may also display informational conversions). Your card issuer may apply its FX rate/fees if billed in another currency.

11.3. Authorisation. By paying, you confirm you are authorised to use the selected card and permit us to place holds and capture amounts for bookings and subsequent adjustments (e.g., re-weigh, surcharges).

11.4. Adjustments. If the carrier applies additional charges, you authorise us to deduct from your Wallet or charge your card. Where your balance/card charge fails, we may suspend services until cleared.

11.5. Invoices/receipts. We issue electronic invoices/receipts. Indirect taxes (e.g., VAT) are shown where applicable based on your billing details.

11.6. Wallet refunds. Wallet top-ups are generally non-withdrawable and intended for service purchases. If you require a refund of an unused top-up, contact support; approval is at our reasonable discretion and may exclude non-recoverable processing fees.

12.1. Before pickup. You may cancel a booking before carrier pickup/first scan; we will attempt to refund carrier charges less any non-recoverable fees/labels already issued.

12.2. After pickup/first scan. Once in transit, cancellations are not possible; returns are treated as a new movement and may incur charges.

12.3. No-show / failed pickup. If the carrier attends and cannot collect due to packaging/label/availability issues, a failed pickup fee may apply.

12.4. Undeliverable / RTS. If undeliverable (incorrect address, refusal, unpaid duties/taxes, closed premises), the carrier may return or dispose of the consignment per Carrier Conditions; related costs are payable by you.

13.1. Notify promptly. Visible damage must typically be noted upon delivery; concealed damage or loss must be reported within the time limits under Carrier Conditions and applicable law (e.g., CMR).

13.2. Evidence. Keep packaging and provide photos, invoices, and waybill numbers.

13.3. Liability basis. Unless optional insurance has been purchased and applies, compensation for loss/damage is limited by Carrier Conditions and applicable law (e.g., CMR weight-based limits or the carrier's standard terms).

13.4. Exclusions. No cover for inherent vice, inadequate packaging, prohibited contents, indirect loss, or delays except where explicitly provided by law or insurance.

14.1. Do not misuse the Service (e.g., scraping, reverse engineering, circumventing controls, or fraudulent bookings). We may apply rate limits and protective measures.

14.2. We may suspend or cancel bookings and Accounts where we suspect fraud, policy breaches, or legal risk.

15.1. The Service (software, site design, content) is owned by Zeltrionix or its licensors and protected by IP laws.

15.2. You may use the Service to create bookings and related documents (labels, invoices) for your internal business. You may not reproduce, resell, or exploit the Service for a competing platform without our written consent.

16.1. We warrant that we are entitled to provide the Service as described.

16.2. Except as expressly stated, the Service is provided "as is" and "as available" without warranties of uninterrupted availability, merchantability, or fitness for a particular purpose.

16.3. Transit times, tracking, and delivery outcomes are provided by the carrier and are not guaranteed.

17.1. Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.

17.2. Subject to 17.1, our total aggregate liability arising out of or in connection with the Service in any 12-month period shall not exceed the total fees you paid to us for the relevant bookings in that period (excluding carrier pass-through charges), except where mandatory Carrier Conditions/CMR provide otherwise for transport-related claims.

17.3. We are not liable for indirect or consequential losses, including loss of profits, business, goodwill, or data.

You agree to indemnify and hold harmless Zeltrionix and our officers, employees, and contractors from claims, damages, costs, and expenses arising from (a) your unlawful use of the Service, (b) breach of these Terms or Carrier Conditions, or (c) infringement of third-party rights.

19.1. We process personal data as a controller in accordance with UK GDPR and the Data Protection Act 2018, as described in our Privacy Policy.

19.2. We may share necessary data with carriers, payment processors, fraud-prevention partners, and support tools to operate the Service. International transfers may occur subject to appropriate safeguards.

19.3. Your rights include access, rectification, erasure, restriction, and objection, as set out in the Privacy Policy.

The Service integrates third-party services (carriers, payment processors, analytics). Their terms govern your use of those services. We are not responsible for their content or practices.

21.1. We may suspend or terminate access if you breach these Terms, Carrier Conditions, create security/fraud risks, fail to pay, or if required by law.

21.2. Upon termination, your right to use the Service ceases. We may retain minimal records as required by law (tax, accounting, fraud prevention).

22.1. We may update the Service and these Terms for legal, technical, or business reasons.

22.2. For material changes, we will notify you by email and/or in-product notice. Continued use after the effective date constitutes acceptance.

23.1. These Terms are governed by the laws of England and Wales.

23.2. The courts of England and Wales have exclusive jurisdiction, except that consumers resident in Scotland, Northern Ireland, or an EU Member State may bring proceedings in their local courts.

24.1. If any provision is invalid or unenforceable, the remainder remains in force.

24.2. No failure or delay to enforce constitutes a waiver.

24.3. You may not assign your rights without our prior written consent. We may assign to an affiliate or in connection with a merger, acquisition, or asset transfer.

24.4. These Terms (together with policies referenced herein and applicable Carrier Conditions) form the entire agreement regarding the Service.