Contract Information

When a Carrier accepts a Buyer's demand request (or a Buyer selects a Carrier's listing), a binding informal contract is formed between the two parties. Lugbook facilitates this introduction but is not a party to the agreement. Both parties agree to: fulfil their stated commitments; communicate promptly and honestly; meet at the agreed location and time; handle any disputes in good faith before escalating to Lugbook.

The Carrier is solely responsible for declaring all goods at customs and complying with the import/export laws of both origin and destination countries. Buyers must not request goods that are illegal, restricted, or require special import licences without disclosing this. Lugbook is not liable for goods seized, fined, or delayed at customs. Both parties should research applicable duty thresholds and restrictions before agreeing to a carriage.

All payments are agreed directly between Carrier and Buyer. Lugbook recommends: (1) partial payment upfront to confirm commitment; (2) full payment on safe handover of goods; (3) using a documented payment trail (bank transfer, PayPal, etc.) rather than cash where possible. Lugbook does not hold or process payments and cannot recover funds in the event of fraud or non-payment.

In the event of a dispute, parties should: (1) attempt to resolve the matter directly and in good faith; (2) if unresolved within 48 hours, contact Lugbook via the Help centre or Contact page; (3) Lugbook will mediate informally but reserves the right to suspend accounts pending investigation. For legal disputes exceeding £500, parties may pursue civil remedies in the courts of England and Wales.

Lugbook's total contractual liability to any party for any claim arising under or related to these contract terms shall not exceed £100, or the value of the goods in question (whichever is lower). This cap applies regardless of the form of action, whether in contract, tort (including negligence), or otherwise.

All carrier–buyer agreements facilitated through Lugbook are governed by the laws of England and Wales, unless both parties agree otherwise in writing before entering the carriage agreement.