Terms & Conditions

1. Definitions

'Omni', 'we', 'us' refers to OWG Group, trading as Omni, a company registered in the United Kingdom. 'You', 'the customer' refers to the person or entity booking a collection and/or delivery service. 'Services' refers to any parcel collection, delivery, courier or freight service we provide.

2. Booking and Acceptance

• •By placing a booking, you confirm that all information provided is accurate and complete.
• •A booking is only confirmed once payment has been successfully processed and you have received a tracking number.
• •We reserve the right to refuse or cancel any booking at our discretion, in which case a full refund will be issued.

3. Pricing and Payment

• •All prices are quoted in GBP and include applicable VAT where stated.
• •Payment is required in full at the time of booking for consumer accounts.
• •Business account customers will be invoiced in accordance with their agreed credit terms.
• •Prices may change without notice; the price applicable is that shown at the time of booking confirmation.

4. Collection and Delivery

• •Collection and delivery time slots are estimates and not guaranteed unless a guaranteed timed service is specifically purchased.
• •Items must be ready for collection at the agreed time; failed collections due to unavailability may incur a re-collection fee.
• •Delivery is deemed complete when the parcel is signed for by the recipient or left in a safe place as authorised by the sender.
• •We are not liable for delays caused by events outside our reasonable control, including weather, traffic, or third-party carrier issues.

5. Prohibited and Restricted Items

You must not send any prohibited or restricted items through our services. Prohibited items include but are not limited to:

• •Illegal substances, drugs, or controlled medications
• •Firearms, weapons, explosives or ammunition
• •Flammable, radioactive or hazardous materials
• •Perishable goods, live animals or human remains
• •Counterfeit goods or items requiring special licensing

6. Liability and Compensation

• •Our liability for loss or damage to a parcel is limited in accordance with the service level purchased.
• •Standard cover is provided up to the value declared at booking; additional cover may be purchased for high-value items.
• •We are not liable for consequential loss, loss of profit, or loss of business opportunity.
• •Claims must be submitted in writing within 14 days of the scheduled delivery date.

7. Cancellations and Refunds

• •Bookings may be cancelled free of charge before collection has taken place.
• •Once a parcel has been collected, refunds are at our discretion and depend on the service stage reached.
• •Approved refunds will be processed within 5–10 working days to the original payment method.

8. Business Account Terms

• •Business customers signing up via our corporate application process are bound by the tier-specific terms agreed at onboarding.
• •Invoices are payable within the agreed credit period (7 days for Platinum, 14 days for Gold, 30 days for Silver).
• •Overdue accounts may be suspended until outstanding balances are settled.

9. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.