Service Level Agreement
What you can expect from us on every job — in writing. These standards apply to private customers, business accounts and contract routes alike.
Collection windows
Urgent same-day jobs are collected within 60 minutes of booking wherever we have a vehicle free, and within 2 hours as standard across Huddersfield and Kirklees. Same-day collection is subject to availability.
Delivery performance
Dedicated direct runs — your goods stay on one vehicle from collection to delivery, with no depots, sorting or overnight hubs. We target 98% on-time delivery against the agreed window.
Communication
You get a job reference immediately, live status updates as the job progresses, and a named contact on the phone during working hours. Any delay is flagged to you before your delivery window closes.
Proof of delivery
Every job is closed with the recipient's name, a captured signature and photographic proof, all visible on your tracking page and included on your invoice records.
Claims & shortfalls
Report an issue within 7 days of delivery. We acknowledge within one working day and resolve or update you within five. Where we miss an agreed timed window through our own fault, we refund the timed-delivery premium.
Data & security
Card payments are handled entirely by our PCI-compliant payment provider — we never see or store card details. The whole site runs over encrypted SSL/TLS connections.
Accreditations & compliance
Public Liability insured
Covers injury or damage to third parties and their property while we are carrying out work for you — on your premises, at delivery points and in between.
Goods In Transit insured
Covers the goods themselves while they are loaded on our vehicle, from the moment we collect to the moment we hand them over.
Hire & Reward insured
The correct commercial motor cover for carrying other people's goods for payment. Standard van insurance does not allow this — ours does.
DVSA-compliant vehicles
Fully maintained, MOT'd and taxed vehicles, with licensed and vetted drivers on every job.
Secure SSL & PCI-compliant payments
Encrypted site-wide, with card processing handled by our regulated payment provider.
Certificates of insurance are available on request — email info@sendsameday.co.uk and we'll send them straight over.