Terms and conditions
We want our customers to understand exactly how our service works. This page provides some clarification and specific details. Feel free to contact us for more information, or to discuss customised arrangements.
When a delivery is requested, it will be taken that the customer understands and accepts the terms laid out below.

1 - What can we carry?
1.1 - Our standard prices for same-day deliveries are based on an "A4 box" or equivalent, i.e. 350 x 250 x 150mm (14 x 10 x 6 inches). This includes all letters and envelopes, poster-tubes, small boxes and so forth. The maximum load we can carry in a single trip is 700 x 500 x 400mm (27 x 20 x 150 inches) and 50kg (100lbs) in weight.

If your consignment might be approaching these limits then please consider calling in advance. When arranging a delivery please state the item's size and approximate weight, so that we may efficiently tailor our service to you.

1.2 - You will never be required by us to disclose the contents of a package, though we can not accept items which are explosive, poisonous or infectious, harmful or malicious in any sense, or illegal or otherwise questionable.

1.3 - You are encouraged to inform us if a delivery is fragile or of particularly high value, for example, or if it has some other special carrying requirements. In the absence of such instructions Cycle Link will take all reasonable care in handling consignments but can not be held responsible for neglecting special/unusual requirements.

2 - Delivery Areas
2.1 - As shown on the provided map (opens in a new window) we cover all areas of Norwich and its suburbs, or postcodes NR1, NR2, NR3, NR4, NR5, NR6 and NR7. If in any doubt, please contact us to confirm whether or not we can deliver to a particular area. Deliveries to outlying villages may often be possible.

2.2 - The City Centre encompasses all land within the inner ring road of Norwich.

3 - Delivery Times
3.1 - The Same day, Priority and Urgent services guarantee delivery by 5.00pm, within 3 hours or within 60 minutes of collection, respectively. The time taken to make the delivery is measured between the time recorded upon collection and the time the package is taken by the recipient.

3.2 - Failure on our part to meet this target will see no charge made for the delivery in question. The customer agrees to seek no further compensation and any losses resulting from a delay in delivery will not be the responsibility of Cycle Link.

3.3 - No Same day delivery orders can be accepted past 1.00pm, after which all deliveries must be charged at Priority or Urgent rates, owing to the proximity to the end of the working day. Delivery orders made after 3pm will be charged at Urgent rates.


4 - Extenuating Circumstances
4.1 - There are some circumstances which may prevent successful completion of a delivery. These include, but are not limited to, the delivery address being inaccessible for example due to the presence of emergency services, construction work, fire or flooding, and so on. In cases such as these the sender will be contacted, if possible, with regards to alternative arrangements.

4.2 - If we are requested to return the package to the sender, we will do so free of charge if not required urgently, though if it is required promptly an additional charge may be levied. If we are requested to deliver the package to an alternative address, multi-drop charges may apply.

4.3 - Non-delivery of a consignment due to such circumstances is not considered as a failure of service with regards to the guaranteed times of delivery, and the agreed delivery charge will remain.

5 - Refused Delivery
5.1 - If a delivery is refused by the recipient or if no person is present to sign for a delivery, the sender will be contacted, if possible, for further instructions. For example it may be asked that the delivery be left unsigned for.

5.2 - If we are requested to return the package to the sender, we will do so free of charge if not required urgently, though if it is required promptly an additional charge may be levied. If we are requested to deliver the package to an alternative address, multi-drop charges may apply.

5.3 - Non-delivery of a consignment due to such circumstances is not considered as a failure of service with regards to the guaranteed times of delivery, and the agreed delivery charge will remain.

5.4 - Where possible, the recipient should be made aware that a delivery is forthcoming, if they would not otherwise be prepared for one. Additionally, deliveries will be made to the provided address and not necessarily directly to the named recipient unless this is explicitly requested by the sender.

5.5 - For deliveries to residential addresses, we reserve the right to leave packages with a neighbour or, if a suitable location is available, to leave packages unattended.

6 - Damage and Loss
6.1 - Cycle Link will not be held responsible for any indirect loss caused to you or your business or any related party. This includes, but is not limited to, those losses resulting from delayed deliveries.

6.2 - Loss or damage, by us, of items being carried by us, i.e. direct loss, will be covered up to £50.00 in normal circumstances. Please note that our insurance arrangement is invalidated by any breach of the terms outlined on this page, for example with regards to the kinds of items we will and will not transport.

6.3 - Upon delivery of a consignment, the recipient's signature will be taken to be an indication that the item(s) arrived in expected and acceptable condition - any irregularities must be noted at the time on the Proof of Delivery form.

7 - Payment and Charges
7.1 - Payment will be dealt with by a monthly invoice if you are a regular customer. This will normally be delivered during the first week of the month and will reflect services rendered during the previous calendar month. Payment is then appreciated within 30 days. Invoices outstanding after this time will incur additional charges representing a 10% APR interest rate.

7.2 - Payments can be made by bank transfer (preferred), cheque or cash. If you wish not to receive a monthly invoice, cash can be accepted upon collection of an item.

7.3 - The party from whom a delivery order originated will be liable to reimburse Cycle Link for any unavoidable duties, taxes, charges, claims and expenses arising from transport of an item(s).

8 - Postal Service
8.1 - Additional terms and conditions apply to our postal service, which includes next-day and later deliveries. All above terms remain applicable, as appropriate.

8.2 - Cycle Link is a licensed postal operator under the Postal Services Commission (http://www.psc.gov.uk). Our code identifier is CL141.

8.3 - Two delivery schedules are offered; first-class and second-class. Our first-class service aims to deliver items on the next working day. Our second-class service aims to deliver items by the third working day. Sundays and Bank Holidays do not count towards this time span. Failure by us to meet these targets, excepting involvement of extenuating circumstances such as those described in paragraphs 4.1 and 8.6, will see no charge being made for the items in question. The customer agrees to seek no further compensation and any losses resulting from a delay in delivery will not be the responsibility of Cycle Link.

8.4 - Cycle Link Post currently serves the following postcodes: NR1, NR2 and NR3. We may also be able to deliver to NR4, NR5, NR6 and NR7. Please contact us to confirm availability.

8.5 - Cycle Link may, at its discretion, employ other appropriate and licensed postal operators to carry out deliveries assigned to us, if it will be to the benefit of our customers. In these cases, no adjustment will be made to our published or agreed charges without prior consultation with the customer - an exception to this clause is described in paragraph 8.6 below.

8.6 - In carrying out a delivery, if we can not gain access to the property by any reasonable means then for that item the delivery schedule will be suspended (i.e. the item will no longer be subject to time constraints concerning its delivery). We will attempt redelivery on at least one further occasion. If delivery is still not possible then we may return the item to you as undeliverable or offer the item to an alternative postal operator. If such items total 5% or more of mail volume originating from a customer within any rolling 28-day period then the additional costs we incur to complete the delivery will be charged to the customer. Mail delivered late due to these circumstances shall not be considered a failure of service with regards to stated delivery times.

8.7 - Misaddressed mail shall be treated as in paragraph 8.6. Where possible, addresses shall be queried and, if corrected, redelivered free of charge.

8.8 - Since an undeliverable item of mail incurs no less cost to us, and indeed usually more, than an item which is delivered successfully, such items can not be deducted from the originating customer's account.

8.9 - Post shall be collected from your premises at agreed times and dates. This collection schedule can be adjusted at any time but please strive to give us advanced notice. Additionally, if you are expecting to hand over more than double your usual volume of mail, please forewarn us if possible. Minimum collections of 30 items or more are free of charge from premises in NR1, NR2 or NR3. For post volumes under this threshold, please contact us in advance.

8.10 - In preparing your mail, please ensure that you have included a postcode, the full address is visible and legible and you have distinguished between first- and second-class items.

Our full 2010 Cycle Link Post price list is available here (PDF, 74kb).

9 - Complaints and feedback
9.1 - Cycle Link appreciates any feedback and encourages customers or interested parties to submit any questions or comments they might have. Our contact details are as follows:

Cycle Link
42-46 Bethel Street
Norwich NR2 1NR
info@cycle-link.com
Tel: 07536116542

9.2 - If you wish to make a complaint about any aspect of our services then in the first instance we encourage you to raise the matter with a member of Cycle Link staff at any time, since in many cases a favourable solution can be reached without delay.

9.3 - If this is not possible or you remain unsatisfied with the situation, please make a complaint in writing, including at least the following details:
- Your name, contact details and the name of the company your are representing (if any)
- A description of the item(s) concerned
- The nature of the complaint, including dates and times where possible
- A proposed resolution.

9.4 - Receipt of your complaint will be confirmed within 7 days. We will then provide a formal response within 28 days, addressing the complaint and proposing a resolution. If this is not to your satisfaction then you should send a further response to that effect within 7 days, whereupon the matter shall be considered further.

9.5 - If your complaint concerns code postal packets, i.e. letters and other items delivered by Cycle Link and marked with our code identifier CL141, then if you remain unsatisfied with the outcome of your complaint you may contact the Postal Redress Service (POSTRS), an independent dispute-resolution service. Contact details for POSTRS are as follows:

POSTRS
24 Angel Gate City Road
London EC1V 2PT
http://www.postrs.org.uk
info@postrs.org.uk
Tel: 020 7520 3766
Fax: 020 7520 3768

9.6 - Independent advice may also be sought from Consumer Direct:

08454 04 05 06
www.consumerdirect.gov.uk





18.08.2010