• 01604312780
• customerservice@higherjump.co.uk

Higher Jump Logistics End Consumer Policy 2024

Higher Jump services cover Mainland Only, excluding Highlands, Islands and below postcodes:
KW, PA20 and above, IV, PH35 and above.

Services are scheduled within two working days (48 hours) from the time of the receival of your order into our warehouse.

There are specific time frames for delivery/collection by region:

South West

Somerset, Bristol, Gloucestershire, Swindon, Wiltshire, Dorset, Devon, Cornwall – within 10 working days

South East

Berkshire, Buckinghamshire, Hampshire, Kent, Surrey, Oxfordshire, East Sussex, West Sussex – within 5 working days

London

within 5 working days

East of England

Essex, Hertfordshire, Bedfordshire, Cambridgeshire, Peterborough, Norfolk and Suffolk – within 5 working days

Yorkshire & the Humber

South Yorkshire, West Yorkshire, North Yorkshire, East Riding of Yorkshire, Lincolnshire – within 5 working days

West Midlands

Herefordshire, Worcestershire, Shropshire, Staffordshire, Warwickshire, West Midlands – within 5 working days

East Midlands

Derbyshire, Nottinghamshire, Leicestershire (including Rutland), Lincolnshire and Northamptonshire – within 5 working days

North West

Cheshire, Greater Manchester, Lancashire, Merseyside, Cumbria – within 7 working days

North East

Northumberland, Tyne and Wear, County Durham – within 7 working days

We offer tailored arrangements for corporations, hotels, care homes, and furniture retail businesses, for which account setup is required.

Delivery Booking Policy :

• Customer Communication:
  • Booking Methods: Customers can book deliveries using the following methods:
    • Phone Call: Book directly via our service line.
    • Text Message: Confirm or schedule delivery through an automated text message.
    • Email: Book through email or customer service channels.
• Slot Time Notification: Delivery slot times are sent one day before the scheduled delivery via text and email. (By accepting our delivery slot you agreed to our terms and conditions- see section 6. Terms of Agreement).
• Cancellations: Cancellations or rescheduling requests must be made by 5:00 PM on the day the slot notification is received. Failure to do so may result in a chargeable failure.Please refer to your retailer’s shopping policy.

Delivery Failures and Chargeable Failures

• A delivery failure occurs if:
  • • The customer is unavailable during the booked slot.
    • The delivery is rejected by the customer.
    • Assembly services are refused after the delivery team arrives (non-refundable).
  • Incorrect address details are provided.

• Access and Parking:
  • Customers must inform us of any parking or access restrictions or working hours(if this is a business) in advance.
  • Failure to provide accurate information may result in a delivery failure.

Parking Policy

• Parking Requirements:
  • Customers must provide a parking permit or arrange parking space. Failure to make arrangements or agree on alternatives may result in a delivery failure.
  • Assembly Refusal: If parking is not arranged, or payment for parking is not agreed, delivery or assembly may be refused.

Delivery Teams​

• Third-Floor Deliveries (No Lift):
  • A two-man team can carry items up to 80 kg to a third floor without a lift. 
  • Items over 80 kg will require additional team members.
• Three-Man (or more) Deliveries:
  • Single items weighing 120 kg or more may require a three-man team or more. The number of personnel required will be assessed based on delivery complexity.
  • For large or heavy assemblies (e.g., dining tables), a three-man (or more) team is necessary to ensure safe handling.

Insurance and Liability Policy

• Goods Protection:
  • While we take every precaution to protect goods and property, some risk of damage may still exist.
• Damage Claims:
  • All claims must be submitted within 24 hours of delivery. Claims beyond this window will not be accepted.
• Liability Limitations:
  • Delivery teams will assess the delivery path for safety. Risky paths require customers to sign a waiver releasing Higher Jump Logistics from liability, or the team may refuse delivery.
  • Customers are responsible for protecting floors, walls, and belongings during delivery. Safety footwear cannot be removed, so floors should be covered with protective materials.

Zero Tolerance Policy

At Higher Jump Logistics, we ensure a safe, respectful environment for all. This policy addresses behavior that undermines these standards.

• • 1. Respectful Communication:
       • Customers must treat all staff with courtesy. Verbal abuse, threats, aggression, or discrimination are not tolerated.
       • Employee misconduct will be investigated and addressed promptly.
    2. Safety and Cooperation:
       • Customers must provide accurate access, parking, and delivery information. Non-cooperation may result in service termination.
       • Threats or harassment toward personnel will result in immediate delivery cancellation and potential legal action.
       • Parking arrangements must comply with local regulations. Failure to secure parking may lead to additional charges or service refusal. Refer to your retailer’s policies.
    3. Zero Tolerance for Abuse:
       • Any abuse toward staff will lead to service halts and refusal of future services.
       • Harassment or discrimination will result in service suspension and investigation, with potential legal action.
    4. Cancellations and Service Interruptions:
       • Cancellations must be made by 5:00 p.m. on the slot notification day to avoid re-delivery charges. Refer to your retailer’s policies.
       • Higher Jump Logistics reserves the right to terminate services for policy violations.
    5. Damage Claims and Responsibility:
       • Customers must take steps to protect their property during delivery. Higher Jump Logistics is not liable for damage caused by unsafe conditions or lack of protection.
       • Claims must be reported within 24 hours of delivery and require valid proof for consideration.
    6. Consequences for Violations:
       • First Violation: A warning with corrective action steps will be issued.
       • Repeat or Severe Violations: Services may be refused, and customer relationships terminated.
       • Legal Action: Threats or harassment may result in legal consequences.
    7. Customer Feedback:
       • Constructive feedback is welcome and appreciated when provided respectfully.

By choosing Higher Jump Logistics, you agree to adhere to the above policies. Thank you for your cooperation and understanding.

Photo and Video Documentation Policy

By accepting a delivery slot from Higher Jump Logistics, customers automatically agree to the terms outlined in this policy, including the authorisation for our team to take photos or videos for operational purposes.

1. Purpose of Photo and Video Documentation

Photos and videos may be taken by our delivery team for the following purposes:

• Proof of Delivery: To confirm that goods have been successfully delivered to the correct address.
• Proof of Access Issues: To document any challenges or obstacles that affect the delivery process.
• Evidence of Damages: To record any pre-existing damages to goods or property, ensuring transparency and accountability.
• Delivery Failures: In cases where the customer is unavailable, video evidence may be taken (e.g., pressing the doorbell or knocking) to document our delivery attempt.

2. Customer Authorisation

By accepting a delivery slot, customers:

• Automatically authorise Higher Jump Logistics to take photos or videos on their private property for the above purposes.
• Acknowledge that documentation may occur while the delivery team is on the premises, including video evidence of attempted delivery in cases where the customer is not present.

3. Usage of Photos and Videos

Photos and videos collected by Higher Jump Logistics may be used for:

• Dispute Resolution: To address concerns regarding delivery failures, damages, or other disputes.
• Quality Assurance: To improve service standards and review operational processes.
• Claim Investigations: To verify facts in insurance or liability cases.

4. Privacy and Data Protection
   • All photos and videos are stored securely and handled in compliance with data protection laws.
   • Documentation will not be shared with third parties unless required for legal purposes, insurance claims, or at the customer’s request.
5. Opt-Out Option
   • Customers who do not agree to this policy must inform a member of our team before the scheduled delivery to request an exemption.
   • Failure to notify us in advance will be considered as acceptance of this policy.

6. Terms of Agreement

By accepting a delivery slot, customers agree to:

• The terms and conditions of Higher Jump Logistics, including the use of photo and video documentation.
• The potential use of this documentation to address any issues that may arise during or after the delivery process.

This policy ensures transparency, protects both parties, and upholds the quality of service provided by Higher Jump Logistics. Thank you for your cooperation and understanding.

If you have any questions about the policies in place, please contact us on customerservice@higherjump.co.uk.We are happy to assist you Monday to Friday 9AM-5PM.