Damage Claims and Refund Policy

1. About this policy

1.1 This policy explains how Bities handles missing or damaged goods, property damage, service complaints and related refunds for accepted transport services.

1.2 It applies to removals, student and office moves, courier and marketplace deliveries, motorbike transport, and film or event logistics, where booked.

1.3 It applies to consumers and to business customers. The statutory remedies in clause 7 are consumer rights. Business customers have the rights set out in their contract and in the Booking and Service Terms, and the rights the law gives them.

1.4 Cancellation and rescheduling are covered by the Cancellation and Rescheduling Policy. How we pay any refund is set out in clause 7 of that policy.

1.5 This policy does not make Bities the seller of goods collected from another seller.

1.6 Our contact information is set out in Company Information and Contact Details. Booking Confirmation has the meaning given in the Booking and Service Terms.

2. Tell us what happened

2.1 Contact Bities using the details in Company Information and Contact Details, or notify the staff attending your job.

2.2 Please give us:

• your booking reference, if you know it;
• the date and what happened;
• the affected items or property;
• photographs, where available; and
• the outcome you are seeking.

2.3 We may ask for proof of ownership or value, repair estimates and relevant collection or delivery records. We accept reasonable alternative evidence where you do not have a purchase receipt.

2.4 Please report visible problems at delivery if possible, and concealed damage promptly after you discover it.

2.5 These requests help our investigation. They are not an automatic 24-hour deadline, or any other short deadline, that removes your legal rights.

2.6 A signature, a completed payment or the absence of a delivery note does not conclusively prove that no damage occurred.

3. Protect the goods and the evidence

3.1 Please keep damaged goods and relevant packaging where it is safe and reasonably practicable to do so.

3.2 Take photographs. Avoid unnecessary repairs or disposal until we have had a reasonable opportunity to consider an inspection.

3.3 Do not delay urgent safety measures or reasonable steps to prevent further damage. Explain any urgent action you take and keep supporting records.

4. How we investigate

4.1 Bities staff review the Booking, condition records, communications and other evidence. We may contact you for clarification.

4.2 We may arrange a reasonable inspection or seek specialist evidence.

4.3 We may share relevant details with insurers or professional advisers, as described in our Privacy Policy.

4.4 We acknowledge complaints as soon as reasonably practicable and explain the next step.

4.5 If an investigation takes longer, we give you a progress update and a realistic date for the next update.

4.6 We do not promise an insurance settlement by a fixed date. Statutory deadlines still apply.

5. Responsibility

5.1 Bities is responsible for loss for which it is legally liable. This includes loss caused by a failure to exercise reasonable care and skill.

5.2 Pre-existing defects, inadequate packing, inherent weakness or another person’s actions may affect our assessment, but only to the extent that they caused the loss. They do not excuse separate damage caused by Bities.

6. Assessing compensation

6.1 We consider repair, reasonable replacement value, loss in value and any other legally recoverable loss, according to the circumstances.

6.2 The following are not automatically payable: a new-for-old replacement, the full original purchase price, sentimental value, or the value of an entire set.

6.3 An insurer’s valuation rule does not automatically decide your legal entitlement.

7. Remedies and refunds

7.1 Where a consumer service does not meet the required standard, the remedies that apply may include:

• repeat performance, at no additional cost, within a reasonable time and without significant inconvenience; or
• an appropriate price reduction, which may be up to the full price where that is justified.

7.2 Compensation for damaged goods is assessed separately from the refund of the service price. You cannot recover twice for the same loss.

7.3 Where a refund is due under the price-reduction remedy in the Consumer Rights Act 2015, we pay it without undue delay and within 14 days of our agreement that you are entitled to it. Other statutory deadlines are preserved.

7.4 We pay the refund to the original payment method, unless you expressly agree otherwise, and without a refund fee, as set out in clause 7 of the Cancellation and Rescheduling Policy.

7.5 We will identify any goodwill offer as such. We do not require you to give up statutory rights merely to receive a refund that is legally due.

8. Insurance and your rights

8.1 An insurer’s decision does not by itself decide Bities’ legal liability. The Insurance and Liability Information explains the distinction.

8.2 We will not:

• automatically reject a valid claim because our insurance does not respond;
• deduct an insurance excess from compensation we owe you; or
• treat our policy limit as a cap on your compensation.

8.3 We may need our insurer’s consent before we agree to settle an insured claim. This does not suspend your mandatory rights or any refund deadline.

9. If you remain dissatisfied

9.1 Please ask Bities to review the outcome and tell us what you disagree with.

9.2 We will explain our final position and any independent dispute-resolution route that applies, including whether we are required or willing to take part. We do not claim membership of any particular scheme.

9.3 Your rights to seek independent advice or to bring court proceedings are not affected.

10. Related terms and changes

10.1 Please read this policy with the Booking and Service Terms and your Booking Confirmation.

10.2 Changes to this policy do not retrospectively reduce rights under an existing Booking.

10.3 Nothing in this policy excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.