This page is Venture Logistics Ltd’s Service Level Agreement page, which like our other customer related polices, you should often visit and always before purchasing any of our services.
That’s because this page is a legal document that describes how we act during those times we work together, us as the seller and you as the buyer.
It’s particular important with this “Service Level Agreement” because it describes how your goods are transported and what happens in the event of certain unforeseen circumstances.
Service Level Agreement
We are Venture Logistics Ltd, our business address and that of our Chief Executive is (), our Head Office phone number is 0330 633 6123, our email is info@venture-logistics.co.uk, we’re a Limited Company registered in England and Wales, and our company number is ()
Introduction
In logistics, a service level agreement, often called an SLA, is a contract between a logistics service provider (Venture Logistics) and a customer (you) that defines the expected level of service. It includes specific performance metrics, responsibilities, and expectations for both parties. SLAs in logistics are crucial for ensuring clarity and mutual understanding of service standards.
1. Scope of Services
Venture Logistics provide local and long distance courier services, we also help customers with small 3-bed and flats move with a removal service. We remove “clean waste,” (kitchen appliances, and household furniture).
2. Performance Metrics
Local Deliveries (Fixed Rate £15 & £25 Services).
While we will always do our upmost to deliver your goods on the day required, there will be times when incidents in and around Colchester will cause disruption to the roads. In the event of such an event we will deliver as soon as we can.
Same Day, Next Day & Overnight Services.
Venture Logistics guarantees to arrive before the time required by the customer. In the event of lateness, even by one minute, we agree to refund 50% of the transportation fee.
Vehicle Tracking
Business clients will have access to our global tracking system, being able to see the location of the vehicle/s delivering their goods at all times.
Domestic customers that order online can view the status of their collection/delivery, using our online system that is updated manually, by the office. Completed deliveries will be updated and customers will receieve and automated message.
Business and domestic customers can call our hotline on 0330 633 6123 for information – wait time, less than 1 minute.
Goods Safety
Venture uses a sophisticated system that among other things include the ability to monitor driver performance.
Our vehicles are fitted with a “How’s my driving” sticker, allowing members of the public to report dangerous and inconsiderate driving, and at this time we have never had any reports of such.
Venture takes a very dim view of regular speeding and harsh breaking, and employees operating our vehicles in such a manner face disciplinary action.
All vehicles are fitted with front and rear cameras, that record their journey, meaning reports of dangerous driving can be effectively investigated. Recorded data is kept for 6 months.
Customer Services
Venture Logistics guarantees that all calls to our call handling center (0330 633 6123) will be handled politely and professionally. If you’re not amazed at how our employees answer your call, we’ll provide a 10% discount on your next order.
We’ll try to answer your call in under 1 minute – we’re managing that at present.
It is illegal to talk on a mobile phone while driving, and it’s dangerous driving (in our opinion) to talk “hands free,” especially when engaging with customers. For this reason, sometimes our receptionists will need to text our transport manager for clarification. In this case, you should receive a “Call Back” within 5 minutes.
3. Transportation of Goods
IMPORTANT – None of the goods we transport on your behalf and are insured.
It is the sole responsibility of the customer to inform Venture Logistics of any fragile or excessively expensive items, and we’ll do our upmost to ensure the safe carriage of those items.
Despite our efforts to keep items safe, the customer shall agree to indemnify, defend and hold harmless Venture Logistics, its officers, directors, employees, agents, licensors, suppliers and any third party information providers to the Service from and against all losses, expenses, damages and costs, including reasonable solicitors’ fees, resulting from the damage to their goods.
The customer agrees it is their responsibility to purchase transportation insurance.
4. Payment for Services
Online Payments
Venture Logistics provides the flexibility to pay for services online, our preferred method of payment is with our mobile card reader, but we also use PayPal and Direct Bank Transfer (DBT).
No financial information is stored on our website aside from your sort code and bank account, and then only if you decide to pay for services using DBT.
Our website uses https which is an encryption for secure communication over a computer network, and is widely used on the Internet. This encryption means that your transaction is secure, and unknown to anyone, even us.
Removal Services
Customers are required to make a payment of £250 as a part payment deposit before Venture will start removing goods.
For customers that move to and from Colchester, the minimum you can expect to pay is approx. £300, but this relies on how well you’ve prepared in advance. We also expect at least 2 adults provided by you, the customer, to help move your items to and from the vehicle. This drastically cuts down the time it takes and reduces the cost you’ll pay.
Business Customers
Businesses that decide to partner with Venture receive benefits too, access to our 24/7/365 tracking system, discounts, and direct access to the transport manager.
Business clients also benefit from “Payment by Invoice,” sent 1 month after the delivery of their goods.
Payment for services must occur within 1 month of receipt of the invoice. Business clients therefore have 2 months to pay.
Payments shall be made through Direct Bank Transfer or a Xero (electronic) invoice.
5. Customer Responsibility
As a customer, you shall inform us of the nature of the goods, whether it’s valuable, fragile or dangerous in any way. You also agree not to hide illegal goods within your boxes or packages.
This Agreement shall all be governed and construed in accordance with the laws of the United Kingdom applicable to agreements made and to be performed in the United Kingdom. You agree that any legal action or proceeding between Venture Logistics Ltd and you for any purpose concerning this Agreement or the parties’ obligations hereunder shall be brought exclusively in the United Kingdom. Any cause of action or claim you may have with respect to the Service must be commenced within one (1) year after the claim or cause of action arises, or such claim or cause of action is barred. Venture Logistics Ltd failure to insist upon or enforce strict performance of any provision of this Agreement shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any provision of this Agreement. Venture Logistics Ltd may assign its rights and duties under this Agreement to any party at any time without notice to you.
Any rights not expressly granted herein are reserved.