ODOGO
Terms & Conditions
Master Terms
Version 1.0 | August 2026
Odogo Limited trading as Odogo Removals
How these terms work
These Master Terms provide the common contractual framework for Odogo services. The exact service, price, operational requirements and any service-specific conditions are set out in the quotation, booking confirmation, service agreement and/or applicable Service Schedule.
Consumer rights: If you are a consumer, nothing in these terms limits or excludes rights that the law says cannot be limited or excluded. If a provision conflicts with a mandatory consumer right, the mandatory right prevails.
Service Schedules
Schedule A - Household Removals
Schedule B - Office & Commercial Moves
Schedule C - Final-Mile & Contract Delivery
Schedule D - Courier & General Transport
Schedule E - Storage Services
Schedule F - Packing, Dismantling & Assembly Services
1. Definitions and interpretation
1.1 "Odogo", "we", "us" or "our" means Odogo Limited trading as Odogo Removals, unless a quotation or contract identifies another Odogo contracting entity.
1.2 "Customer", "you" or "your" means the person, business or organisation purchasing or arranging the Services.
1.3 "Consumer" means an individual acting wholly or mainly outside their trade, business, craft or profession. "Business Customer" means any other Customer.
1.4 "Goods" means the furniture, equipment, parcels, consignments, inventory or other property accepted by Odogo for removal, carriage, delivery, handling or storage.
1.5 "Services" means the removal, transport, delivery, storage, packing, dismantling, assembly, handling or related services described in the agreed booking documents.
1.6 Headings are for convenience only. Words such as "including" do not limit the words that come before them.
2. Formation of the contract
2.1 A quotation is an invitation to book and is not, by itself, a guarantee of vehicle, crew or capacity availability.
2.2 A contract is formed when Odogo accepts the booking or order and confirms the Services in writing, electronically, through an approved booking system, or by beginning performance with the Customer's agreement.
2.3 The Customer must check the booking confirmation promptly and tell Odogo about any error or material omission as soon as reasonably possible.
2.4 Where a Customer books on behalf of another person or organisation, that Customer confirms that they have authority to do so and to provide any relevant instructions and information.
3. Information supplied by the Customer
3.1 Our price, vehicle planning, staffing, timing and ability to perform the Services depend on the information provided by the Customer. You must provide information that is reasonably complete and accurate.
3.2 Depending on the Service, relevant information may include addresses, access restrictions, stairs and lifts, parking, loading distance, inventory or manifest, item dimensions, weights, quantities, photographs, special handling requirements, delivery windows and site rules.
3.3 For inventory-based removal quotations, property or bedroom count may help describe the move but does not replace an accurate inventory. Odogo prices the Goods actually being moved and the resources required to move them.
3.4 Descriptions such as "wardrobe", "TV cabinet", "sofa" or "equipment" can cover very different sizes and weights. Odogo may ask for dimensions, photographs, model details or other clarification where the description alone is not sufficient.
3.5 If the Goods, access, addresses, timing, required services or other material circumstances differ from the information used to prepare the quotation, Odogo may revise the price, vehicle, crew, estimated duration or method of performance. Odogo may decline additional or materially different work that cannot be carried out safely, lawfully or reasonably with the resources available.
4. Quotations and pricing
4.1 Odogo may price Services by fixed quotation, inventory/volume, hourly rate, route or delivery rate, contract tariff, project rate, storage tariff or another method stated in the booking documents.
4.2 The quotation or booking confirmation will state whether VAT is included or payable in addition, where applicable. Government duties, customs charges, tolls, ferries, parking, permits and similar third-party charges are payable as stated in the booking documents or, if not stated and necessarily incurred for the Services, may be added at cost or at the agreed applicable rate.
4.3 Quoted prices may be adjusted where the Customer requests or causes additional work, where material information was inaccurate or omitted, where access or waiting conditions differ materially from what was disclosed, or where another expressly stated pricing adjustment applies.
4.4 For hourly Services, the applicable minimum booking period, chargeable time, travel or call-out rules, waiting time and overtime treatment are set out in the booking confirmation or relevant Service Schedule.
4.5 Unless otherwise stated, estimates of time, volume, mileage or resource requirements are planning estimates and are not guarantees of an exact outcome.
5. Booking dates, time windows and availability
5.1 Collection, arrival and delivery times may be expressed as fixed appointments, time windows or estimates. Their status will be stated in the booking documents.
5.2 Unless an exact time is expressly guaranteed in writing, times are estimates and may be affected by traffic, earlier jobs, access, weather, breakdowns, customer delays and other operational factors.
5.3 The Customer must ensure that the premises, Goods, authorised contacts and any necessary keys, permits or access arrangements are available within the agreed service window.
6. Customer responsibilities
6.1 The Customer must ensure that they own the Goods or have authority from the owner to arrange the Services.
6.2 The Customer must identify fragile, unusually valuable, hazardous, heavy, awkward, mechanically sensitive or specialist items before the Service begins.
6.3 Unless packing is included in the booking, the Customer is responsible for packing Goods suitably for transport and for securing contents within boxes, drawers, appliances and containers.
6.4 Appliances must be prepared for transport. Refrigerators and freezers must be emptied and, where appropriate, defrosted and secured. Odogo does not transport refrigerated or frozen contents unless specifically agreed.
6.5 The Customer must maintain suitable insurance for risks not expressly assumed by Odogo and should retain backups of important digital data before office, IT or equipment moves.
6.6 The Customer must provide a responsible contact who can give instructions and, where relevant, sign or confirm collection, delivery, variations and proof of delivery.
7. Access, loading, waiting and site conditions
7.1 The Customer must disclose material access issues, including stairs, restricted lifts, narrow doors, long carries, height or weight restrictions, unsuitable roads, controlled parking, loading restrictions, security procedures and site induction requirements.
7.2 Unless the booking states otherwise, the Customer is responsible for arranging lawful and reasonably convenient parking or loading access and for any required permits or suspensions.
7.3 If suitable access is unavailable, Odogo may use a safe alternative method, charge reasonable additional time or costs, reschedule, or decline the affected part of the Services.
7.4 Waiting time caused by the Customer, third parties at the site, unavailable keys, incomplete packing, building restrictions or similar circumstances may be chargeable under the applicable rate or booking terms.
8. Goods we do not normally carry or store
8.1 Unless Odogo expressly agrees in writing, the following are excluded: cash, negotiable instruments, securities, deeds, precious stones, high-value jewellery, illegal goods, explosives, dangerous or hazardous substances, firearms or ammunition, goods likely to cause infestation or contamination, live animals, perishable or temperature-controlled goods, and any item that cannot reasonably be handled or transported safely with the agreed resources.
8.2 Vehicles, motorcycles, boats, caravans, plants, alcohol, tobacco, high-value collections, specialist machinery or other unusual Goods may require prior written approval and specific terms.
8.3 If excluded or undeclared Goods are presented without prior agreement, Odogo may refuse them. Where such Goods create a safety, legal or contamination risk, the Customer is responsible for reasonable costs and losses caused by their inclusion, subject to applicable law.
9. Payments, deposits and account terms
9.1 Payment terms are stated in the quotation, booking confirmation, invoice or account agreement. Consumer and ad-hoc bookings may require a deposit, advance payment or payment in full before performance.
9.2 Approved Business Customers may be offered credit terms. Unless otherwise agreed, invoices are payable by the due date shown on the invoice.
9.3 Odogo may suspend or decline Services where sums that were due before performance have not been paid, provided this is lawful and reasonable in the circumstances.
9.4 Payment by card or online payment provider may be processed by a third-party payment service. The Customer remains responsible for the underlying amount due to Odogo.
9.5 Business Customers may be charged statutory interest and recovery costs on qualifying overdue commercial debts where applicable, unless different written credit terms have been agreed.
10. Changes, postponement and cancellation
10.1 Requests to change a confirmed booking are subject to availability. A change of date, time, service requirements, inventory, vehicle, crew or other material booking detail may result in a revised quotation or additional charge.
10.2 More than 48 hours before the scheduled start time: the Customer may cancel the booking without a cancellation charge. Any non-refundable third-party cost already incurred specifically for the booking may still be payable where this was made clear to the Customer.
10.3 Between 48 and 24 hours before the scheduled start time: Odogo may charge up to 50% of the agreed booking price.
10.4 Less than 24 hours before the scheduled start time, or where the Customer fails to attend, provide access or otherwise make the Services reasonably available: Odogo may charge up to 100% of the agreed booking price.
10.5 The charges in clauses 10.3 and 10.4 reflect vehicle, crew and other capacity reserved for the booking, work already carried out, costs incurred and the reduced opportunity to replace the booking at short notice. For Consumer bookings, Odogo will apply cancellation charges fairly and will not seek to recover more than the loss reasonably resulting from the cancellation, taking account of costs avoided and replacement work reasonably obtained.
10.6 Alternatives to cancellation. Odogo understands that moving dates and transport requirements can change, sometimes at short notice. Where reasonably possible, Odogo will try to offer an alternative to cancellation, such as postponing or rescheduling the booking to another available date.
10.7 Any alternative date is subject to availability and may be subject to a revised price where the requirements, rates or circumstances of the booking have changed. Where a booking is changed at short notice, Odogo may transfer some or all of the amount already paid to the rearranged booking instead of applying the full cancellation charge. The amount transferable will depend on costs already incurred, capacity reserved, the notice given and whether Odogo can reasonably replace the original booking. Offering a postponement, credit or alternative date is at Odogo's reasonable discretion and does not guarantee that the Customer's preferred replacement date will be available.
10.8 Any statutory cancellation right that applies to a Consumer remains unaffected. Some transport and date-specific services may be subject to specific statutory rules or exceptions.
10.9 Odogo may cancel or suspend a booking for serious safety, legal, payment, access or operational reasons, or where performance becomes impossible or materially unsafe. Where the Customer is not responsible, Odogo will deal fairly with any advance payment for Services not provided.
11. Delays and events outside reasonable control
11.1 Odogo will use reasonable care to meet agreed arrangements but is not responsible for delay or failure caused by events outside its reasonable control, including severe weather, road closures, accidents, breakdowns despite reasonable maintenance, industrial action, public emergencies, acts of authorities, unexpected site restrictions or similar events.
11.2 Where such an event occurs, Odogo may adjust the timing or method of performance and will communicate material changes where reasonably possible.
11.3 If performance becomes impossible for a prolonged period, either party may be entitled to end the affected Services. Charges for Services already provided and unavoidable reasonable costs may remain payable, subject to applicable law and the Customer's status as Consumer or Business Customer.
12. Subcontracting and third-party carriers
12.1 Odogo may use employees, independent crews, subcontractors, partner carriers, specialist providers or other transport businesses to perform some or all of the Services.
12.2 Where Odogo remains the contracting party, these terms continue to apply unless the booking documents clearly state that a third party contracts directly with the Customer for a particular service.
12.3 Odogo may share the operational information reasonably required to perform the Services with approved subcontractors and partners, subject to applicable data-protection requirements.
13. Collection, delivery and proof of service
13.1 Odogo may use signatures, photographs, timestamps, electronic records, delivery scans, messages or other reasonable records as evidence of collection, delivery, attendance or performance.
13.2 Where the Customer authorises unattended delivery, delivery to a reception, concierge, loading bay, nominated person or other agreed location, Odogo's responsibility for the Goods may end when delivery is completed in accordance with those instructions, subject to applicable law.
13.3 If delivery cannot be completed because the recipient or site is unavailable, access is refused, instructions are incomplete or another circumstance outside Odogo's reasonable control prevents delivery, reasonable waiting, redelivery, return, handling or storage charges may apply.
14. Care of Goods, loss and damage
14.1 Odogo will perform the Services with reasonable care and skill. Nothing in these terms excludes or limits liability where the law does not permit exclusion or limitation, including liability for death or personal injury caused by negligence.
14.2 The applicable basis and any financial limit of liability for loss of or damage to Goods will be stated in the quotation, insurance/cover information, service agreement or relevant Service Schedule. Odogo does not adopt a historic or standard per-item limit unless it is expressly confirmed for the booking.
14.3 Odogo is not normally responsible for deterioration, inherent defects, electrical or mechanical failure without evidence of external impact, leakage, ordinary wear and tear, or damage resulting from inadequate customer packing, except to the extent caused by Odogo's failure to exercise reasonable care and skill or as otherwise required by law.
14.4 Where the Customer packs Goods, Odogo may be unable to verify the condition, contents or adequacy of the packaging. Any special cover or exclusions relating to customer-packed Goods will be stated in the applicable cover terms or Service Schedule.
14.5 For existing or used furniture and equipment, pre-existing marks and wear may be difficult to distinguish from new damage. A condition report or photographs may be requested or required for particularly valuable, fragile or condition-sensitive items.
15. Damage to premises and property other than the Goods
15.1 Odogo is responsible for damage to premises or other property to the extent that the damage is caused by Odogo's negligence or breach of contract, subject to any lawful and clearly disclosed limitation in the applicable booking documents.
15.2 The Customer should identify existing damage or particularly vulnerable surfaces before work begins and should report any new damage as soon as reasonably possible so that it can be investigated.
16. Claims and notification
16.1 Loss, damage, shortage, misdelivery or other service issues should be reported to Odogo as soon as reasonably possible, with available supporting information such as photographs, delivery records, inventory details and proof of value where relevant.
16.2 Any claim notification period stated in an applicable insurance or carriage arrangement will be brought to the Customer's attention where relevant. No contractual notification period in these terms removes a Consumer's statutory rights or applies where it would be unlawful or unfair to do so.
16.3 The Customer must take reasonable steps to limit further loss or damage after discovering a problem.
17. Storage and lien
17.1 Where Odogo provides or arranges storage, the Storage Service Schedule applies in addition to these Master Terms.
17.2 Storage charges, access arrangements, release procedures, notice periods, prohibited goods and any rights relating to unpaid storage charges will be set out in the Storage Service Schedule or storage agreement.
17.3 Odogo will not exercise any right to retain, sell or dispose of Goods except where such a right exists in law or contract and the required notice and procedural safeguards have been followed.
18. Additional provisions for Business Customers
18.1 This clause applies only to Business Customers.
18.2 The Business Customer is responsible for ensuring that purchase orders, manifests, site instructions, delivery data and other operational information supplied to Odogo are complete and accurate.
18.3 Unless expressly agreed otherwise, Odogo does not accept liability for indirect or consequential business losses such as loss of profit, revenue, opportunity, contract, production, goodwill or data. Any negotiated service credits, liability caps or indemnities must be stated in the applicable written commercial agreement.
18.4 The Business Customer must maintain appropriate backups and business-continuity arrangements for IT systems, records, stock and critical equipment. Odogo is not responsible for disconnecting, configuring or commissioning electrical, IT, telecoms or specialist equipment unless expressly included in the Services.
18.5 Repeated, route-based, final-mile, multi-drop and contract delivery work may be subject to service levels, operating procedures, tariffs and performance measures agreed separately in writing.
19. Complaints and dispute resolution
19.1 Odogo aims to resolve complaints promptly and fairly. Complaints should be submitted using the contact method stated on the website, quotation or booking documents and should include the booking reference and relevant supporting information.
19.2 If a complaint cannot be resolved directly, the parties may use any appropriate independent dispute-resolution process that Odogo has expressly agreed to participate in. These terms do not state or imply membership of a trade-body conciliation scheme unless that membership is current and confirmed.
19.3 Nothing in this clause prevents either party from using a court or another legal remedy available to them.
20. Data protection and confidentiality
20.1 Odogo processes personal data in accordance with its Privacy Policy and applicable data-protection law.
20.2 Operational data may be shared with employees, subcontractors, carriers, storage providers, payment processors and other service providers where reasonably necessary to deliver the Services or administer the contract.
20.3 Where the parties exchange confidential business information for a commercial service, each party should use reasonable care to protect information clearly identified as confidential, subject to legal and operational disclosure requirements.
21. Communications and notices
21.1 Routine contractual communications may be sent by email, SMS, messaging service, customer portal or other contact method used for the booking.
21.2 The Customer must keep contact details up to date during any active removal, transport, delivery or storage arrangement.
21.3 Formal notices required by a specific Service Schedule or commercial agreement must be given using the method stated in that document.
22. General provisions
22.1 If any provision is found to be unlawful or unenforceable, the remaining provisions continue to apply so far as legally possible.
22.2 A delay or failure by either party to enforce a right does not automatically waive that right.
22.3 No person other than the Customer, Odogo and any expressly identified contracting party has a right to enforce these terms unless the law provides otherwise.
22.4 Changes to an existing booking or negotiated contract should be confirmed in writing where they materially affect scope, price, timing, liability or another important term.
23. Governing law and jurisdiction
23.1 These Master Terms and any dispute or claim arising from them are governed by the law of Scotland where Odogo's contracting establishment is in Scotland, unless mandatory law requires otherwise.
23.2 Consumers retain any mandatory right to bring proceedings in a court available to them under applicable consumer law.
23.3 For Business Customers, the courts of Scotland have jurisdiction unless a signed commercial agreement states otherwise.
Appendix - Service Schedule map
The following schedules are intended to sit beneath these Master Terms. A Customer should receive or be directed to the schedule relevant to the Services being purchased.
Publication note: These Master Terms should be published together with the current applicable Service Schedules, booking information, Privacy Policy and Complaints Policy. Where insurance or liability limits are used, the customer-facing wording should match the current policy and commercial arrangements.
Service Schedules
ODOGO
Terms & Conditions - Service Schedules
Schedules A-F | Version 1.0
These Service Schedules supplement the Odogo Terms & Conditions - Master Terms. The Master Terms and the Schedule applicable to the booked service form part of the contract. Where a Schedule expressly varies the Master Terms for that service, the Schedule applies to that extent. The quotation, order form, statement of work, service level agreement or other written booking document may add service-specific details.
Important: liability limits, insurance arrangements, declared-value cover and any service-specific charges must match Odogo's current insurance policy, quotation and published rate card before these schedules are published or relied upon.
Consumer statutory rights are not excluded or restricted by these schedules. Terms relating to consumers should be interpreted consistently with applicable UK consumer law, including requirements for fairness, transparency and reasonable care and skill.
Schedule A - Household Removals
This Schedule applies where Odogo is engaged to move household goods, personal belongings or furniture between residential premises, including part moves, student moves and moves into or out of storage.
A1. How household moves are priced
A1.1 Odogo may offer an inventory-based fixed quotation, an hourly booking, or another agreed pricing method. The quotation will state which pricing basis applies.
A1.2 For inventory-based quotations, Odogo prices what is actually being moved rather than relying on bedroom count alone. Bedroom count may be used as an initial indicator, but homes with the same number of bedrooms can contain materially different quantities of goods.
A1.3 The Customer must provide a reasonably complete and accurate inventory. Where an item can vary significantly in size, weight or handling difficulty, Odogo may ask for dimensions, photographs or further information.
A1.4 The quoted price may be revised where the actual goods, access, services, distance or other material circumstances differ from the information supplied when the quotation was prepared. Odogo will explain any material additional charge before carrying out additional work where reasonably practicable.
A1.5 If the additional or different goods cannot safely or lawfully be carried using the booked vehicle or crew, Odogo may decline those goods, provide a revised service, or arrange an additional journey at an agreed charge.
A2. Hourly household bookings
A2.1 Where a household move is booked on an hourly basis, the quotation or booking confirmation will state the hourly rate, minimum billable period, crew size and any travel, call-out, mileage, parking, waiting or out-of-hours charges.
A2.2 Chargeable time begins and ends as stated in the booking confirmation. Time reasonably spent waiting because the Customer, keys, access, loading area, lift, parking, other contractors or receiving party are not ready may be chargeable.
A3. Access and property information
A3.1 The Customer must disclose relevant access conditions, including floors, stairs, lifts, restricted doorways, long carries, narrow roads, parking restrictions, loading restrictions and any known obstacles affecting safe access.
A3.2 Unless otherwise agreed, the Customer is responsible for arranging parking permits, suspensions or permissions required for the move. Parking, toll, ferry, congestion, low-emission, clean-air or similar charges reasonably incurred for the service may be charged to the Customer where not included in the quotation.
A3.3 Where the actual access materially increases the time, labour or equipment required, an additional charge may apply.
A4. Customer packing and preparation
A4.1 Unless Odogo has been contracted to pack, the Customer is responsible for securely packing loose and fragile belongings into suitable containers and preparing goods for transport.
A4.2 Drawers, wardrobes and appliances must be emptied where reasonably required for safe handling. Heavy, fragile or high-value goods should be identified before the move.
A4.3 Refrigerators and freezers must be emptied and prepared in accordance with the manufacturer's instructions. Odogo does not ordinarily transport refrigerated or frozen contents.
A4.4 The Customer should retain medicines, keys, identity documents, money, valuables and essential personal items rather than placing them with the general removal consignment.
A5. Items requiring prior agreement
The following require prior written agreement and may require specialist arrangements or may be refused:
pianos, safes and unusually heavy or awkward objects
high-value artwork, antiques or collections
plants, live animals, aquariums and biological material
flammable, explosive, corrosive, toxic or otherwise dangerous goods
motor vehicles, motorcycles, boats and similar equipment
goods requiring specialist disconnection, lifting, hoisting or structural alteration
A6. Move-day changes
A6.1 The Customer or an authorised representative should be available at collection and delivery to identify the goods, confirm access and direct placement.
A6.2 Odogo is not responsible for goods left behind or taken in error where the Customer or representative did not provide reasonable instructions, except to the extent caused by Odogo's negligence.
A6.3 If completion is prevented by circumstances outside Odogo's reasonable control, Odogo may make reasonable arrangements for temporary storage, redelivery or return, with reasonable additional charges explained to the Customer.
A7. Dismantling and assembly
Furniture dismantling or assembly is only included where stated in the quotation or booking. Schedule F applies to those services.
A8. Cancellations, postponements and rescheduling
A8.1 The cancellation policy in clause 10 of the Master Terms applies to household removals. In summary: cancellations more than 48 hours before the scheduled start time are normally free of cancellation charge; cancellations between 48 and 24 hours may be charged up to 50% of the agreed booking price; and cancellations less than 24 hours before the scheduled start time, or a customer no-show or failure to provide access, may be charged up to 100%.
A8.2 House-moving dates can change for reasons such as delays in completion, keys, tenancy arrangements or circumstances elsewhere in the property chain. Where reasonably possible, Odogo will first try to offer postponement or rescheduling rather than treating the booking as a cancellation.
A8.3 A replacement date is subject to availability and may involve a revised price. Odogo may transfer some or all of an amount already paid to the rearranged booking where appropriate, taking account of costs already incurred, capacity reserved, notice given and whether the original booking can reasonably be replaced.
A8.4 For Consumer bookings, any cancellation charge will be applied fairly and will not exceed the loss Odogo is reasonably entitled to recover after taking account of costs avoided and replacement work reasonably obtained.
A9. Household removals and insurance
Any liability or insurance cover for household goods is subject to the Master Terms, the applicable policy terms and any declared-value or enhanced-cover option expressly confirmed in writing. The Customer should not assume that all risks or all customer-packed goods are automatically insured.
Schedule B - Office & Commercial Moves
This Schedule applies to office relocations, internal moves, commercial premises moves, workplace reconfigurations and similar business relocation services.
B1. Scope and project information
B1.1 The Business Customer must provide sufficient information for Odogo to plan the move, including premises addresses, access hours, loading restrictions, floor/lift information, inventories, special handling requirements, security procedures and any critical completion deadlines.
B1.2 Where appropriate, Odogo may request a site survey, move plan, floor plan, labelled inventory, department schedule or nominated project contact.
B2. Business continuity and critical systems
B2.1 Unless expressly included in the scope, Odogo does not disconnect, reconnect, configure, commission, test or certify IT, telecoms, electrical, mechanical, laboratory or specialist equipment.
B2.2 The Business Customer is responsible for data backups, cybersecurity, removal of confidential information from unattended equipment, and engaging suitably qualified specialists for systems requiring technical disconnection or recommissioning.
B2.3 Odogo will use reasonable care and skill but does not guarantee that a commercial move will avoid all operational downtime unless a specific service level or completion commitment is agreed in writing.
B3. Confidential and sensitive material
B3.1 The Business Customer should identify confidential records, personal data, legal files, medical material, financial documents or other sensitive items requiring controlled handling.
B3.2 Unless specifically contracted, Odogo does not provide certified records-management, secure destruction or chain-of-custody services.
B4. Labelling, inventories and placement
The Business Customer is responsible for providing an intelligible labelling or destination system where goods must be distributed to particular rooms, departments, desks or locations. Additional sorting or relocation caused by unclear or incorrect labelling may be chargeable.
B5. Premises access and induction
The Business Customer must arrange site access, permits, loading bays, security clearance, inductions, lift reservations, building-management permissions and other requirements that are the customer's responsibility. Delays arising from unavailable access may be chargeable.
B6. Pricing and variations
B6.1 Commercial moves may be fixed-price, day-rate, hourly, resource-based or governed by a statement of work.
B6.2 Changes to scope, sequencing, quantities, working hours, access, manpower, specialist equipment or agreed dates may result in a variation. Odogo will document material variations where reasonably practicable.
B7. Out-of-hours and phased moves
Where work is requested overnight, at weekends, on public holidays or in phases, the agreed schedule and rates apply. The Business Customer must ensure authorised decision-makers are available where decisions may be required during the move.
B8. Subcontracting and specialist suppliers
Odogo may use vetted subcontractors or specialist providers where permitted by the Master Terms. Odogo remains responsible for the contracted service to the extent stated in the Master Terms and applicable commercial agreement.
B9. Business customer terms
Where the Customer is acting wholly or mainly in the course of business, any agreed purchase order, credit terms, SLA, framework agreement or statement of work may supplement or vary these Terms. Consumer-specific protections do not apply to a Business Customer except where the law requires otherwise.
Schedule C - Final-Mile & Contract Delivery
This Schedule applies to final-mile delivery, scheduled contract delivery, retailer delivery, multi-drop work and other delivery services performed for a business customer or its end recipients.
C1. Orders, manifests and data
C1.1 The Customer must provide accurate delivery data, including recipient name, address, contact details, service window, item count, dimensions/weight where relevant, handling instructions and any access requirements.
C1.2 Odogo may rely on the manifest or job data supplied by the Customer. Incorrect, incomplete or late information may result in delay, failed delivery or additional charges.
C2. Delivery windows
Unless a guaranteed service level is expressly agreed, delivery times and windows are estimates. Odogo will use reasonable efforts to meet scheduled windows but traffic, weather, access, prior-stop delays and other operational conditions may affect arrival times.
C3. Proof of delivery
Proof of delivery may be captured electronically by name, signature, photograph, timestamp, geolocation, scan or other agreed method. Where permitted by the Customer's process, a photograph or electronic record may constitute evidence of delivery.
C4. Failed delivery and redelivery
A delivery may be treated as failed where the recipient is unavailable, access is refused or unsafe, required identification or authority is absent, delivery information is incorrect, or the goods cannot reasonably be delivered to the stated point. Waiting, return, storage and redelivery may be charged in accordance with the agreed rate card.
C5. Waiting and site time
The quotation, rate card or SLA may include a free waiting period. Time beyond that period may be chargeable where delay is outside Odogo's reasonable control.
C6. Loading and condition
C6.1 Responsibility for loading, palletisation, packaging and securing prior to collection will be as stated in the contract. Where the Customer loads or seals goods, Odogo may rely on the Customer's description and packaging unless an obvious safety issue is identified.
C6.2 Visible packaging damage, shortages or discrepancies should be recorded at collection or delivery where reasonably practicable.
C7. Multi-drop and route work
Route pricing may be based on vehicle, route, stop count, mileage, time, delivery type, weight/volume or a combination. Material changes to stops, sequencing, collections, returns or service requirements may be treated as variations.
C8. Returns, exchanges and reverse logistics
Returns, exchanges, packaging removal, uplift of old goods and reverse-logistics services are included only where agreed. Goods collected from recipients must be identifiable and prepared in accordance with the Customer's process.
C9. Customer service and end recipients
Where Odogo interacts with the Customer's end recipient, Odogo will provide reasonable professional service. The contracting Customer remains responsible for the commercial relationship, product information, warranties, refunds and complaints relating to the goods themselves unless otherwise agreed.
C10. Service levels and reporting
Any KPIs, service credits, reporting cadence, scan requirements, delivery-success targets or escalation procedures apply only where expressly agreed in a service level agreement or statement of work.
Schedule D - Courier & General Transport
This Schedule applies to ad hoc courier, dedicated vehicle, same-day, point-to-point and general transport services that are not more specifically governed by another Schedule.
D1. Consignment information
The Customer must accurately describe the goods, quantity, dimensions, weight, packaging, collection/delivery addresses and any special handling requirements. Odogo may refuse or reprice a consignment that is materially different from the description supplied.
D2. Packaging and suitability for transport
Unless packing is included, the Customer must ensure goods are suitably packed and labelled for the transport requested. Odogo may decline goods that are unsafe, inadequately packaged or unsuitable for the booked vehicle or handling method.
D3. Prohibited and controlled goods
Unless expressly accepted in writing and lawfully transportable, Odogo will not knowingly carry illegal goods, dangerous goods requiring specialist compliance, weapons, explosives, hazardous chemicals, live animals, cash, negotiable instruments or other goods that require regulatory arrangements Odogo has not agreed to provide.
D4. Dedicated and shared transport
The booking confirmation will indicate where a dedicated vehicle or specific handling arrangement has been agreed. Unless expressly sold as dedicated transport, Odogo may consolidate compatible work where this does not materially prejudice the agreed service.
D5. Collection and delivery timing
Times are estimates unless a guaranteed service is agreed. A Customer requiring a strict deadline must ensure that requirement is expressly accepted in writing.
D6. Loading/unloading
Unless stated otherwise, normal driver assistance with reasonable loading/unloading is included only to the extent safe and appropriate for the booked service. Additional manpower, specialist equipment, long carries, stairs or extended site time may be chargeable.
D7. Waiting, abortive journeys and redelivery
Reasonable charges may apply for waiting beyond an included allowance, abortive collections, failed deliveries, address changes, customer-requested diversions, return journeys and redelivery where the cause is outside Odogo's reasonable control.
D8. Network and subcontract transport
Odogo may fulfil transport using its own vehicles or suitably selected subcontract transport providers where permitted by the Master Terms. The booking remains with Odogo unless expressly agreed otherwise.
Schedule E - Storage Services
This Schedule applies where Odogo stores goods itself or arranges storage as part of a removal, transport or logistics service.
E1. Storage arrangement
The quotation will identify the storage service, charging basis, minimum term if any, collection/delivery arrangements and whether storage is provided directly by Odogo or through a third-party facility.
E2. Inventory and condition
Where Odogo issues a storage inventory, the Customer should notify Odogo of any material error or omission promptly and in any event within the period stated in the booking documents. The Customer should identify fragile, unusually valuable or special-care goods before storage.
E3. Goods not accepted for storage
Unless expressly agreed, storage does not include dangerous, illegal, perishable, refrigerated, living, explosive, flammable or environmentally hazardous goods, cash, securities, irreplaceable documents or other goods unsuitable for ordinary storage.
E4. Access to stored goods
Storage is not necessarily self-storage. Access is by prior arrangement and may incur handling or attendance charges. Immediate or out-of-hours access cannot be guaranteed unless expressly contracted.
E5. Storage charges
Storage charges are payable at the intervals stated in the quotation or invoice. Odogo may review recurring storage charges on reasonable notice. Consumer price changes must be fair, transparent and based on a valid contractual reason.
E6. Release and delivery
Goods will be released in accordance with the agreed procedure and subject to payment of undisputed sums properly due. Delivery from storage, handling, retrieval, loading and transport may be charged separately unless included in the original agreement.
E7. Customer contact details
The Customer must keep Odogo informed of current contact details throughout the storage period. Notices will be sent using the latest contact details reasonably available to Odogo.
E8. Unpaid charges and goods
Any lien, retention, sale or disposal rights are subject to the Master Terms and applicable law. Odogo will not dispose of stored consumer goods merely because a payment is late without following the contractual and legal notice process applicable to the circumstances.
E9. Termination of storage
The notice period for ending storage will be stated in the booking terms. Where storage is ongoing, Odogo will give reasonable notice of any termination initiated by Odogo unless there are serious safety, legal or payment grounds requiring more urgent action.
Schedule F - Packing, Dismantling & Assembly Services
This Schedule applies where Odogo provides packing, unpacking, furniture dismantling, furniture assembly or related preparation services.
F1. Scope
Only services expressly listed in the quotation are included. A request for "packing", "dismantling" or "assembly" does not include specialist electrical, plumbing, gas, structural, joinery or manufacturer-authorised work unless expressly agreed.
F2. Packing services
Where Odogo is contracted to pack, the Customer must identify fragile, valuable, hazardous or unusually sensitive items and provide any relevant handling instructions. Odogo may decline to pack goods that cannot reasonably be made safe for ordinary transport.
F3. Customer-packed goods
Where the Customer packs goods, the Customer remains responsible for the adequacy of that packing except to the extent loss or damage is caused by Odogo's negligence. Any insurance treatment of customer-packed goods is subject to the applicable policy and must not be assumed.
F4. Dismantling
Odogo may dismantle ordinary furniture where reasonably necessary and within the agreed scope. The Customer should disclose known defects, previous repairs, missing fixings or unusual construction. Odogo may stop work where dismantling risks unreasonable damage or requires a specialist trade.
F5. Assembly
Assembly means reasonable reassembly of items that Odogo dismantled or items expressly included in the quotation. It does not include permanent fixing to walls, floors or structures unless specifically agreed.
F6. Flat-pack and manufacturer instructions
Where assembly depends on manufacturer instructions, specialist fixings or proprietary parts, the Customer should make those available. Odogo is not responsible for missing or defective components not caused by Odogo.
F7. Appliances and services
Odogo does not connect or disconnect gas appliances and does not perform regulated electrical or plumbing work unless a suitably qualified service has been expressly arranged.
F8. Wall-mounted and fitted items
Removal or installation of fitted furniture, wall-mounted televisions, shelving, blinds, curtains, fixtures or similar items is excluded unless specifically quoted. The Customer remains responsible for making good walls, floors and finishes unless otherwise agreed.
F9. Additional time and materials
Where the actual work materially exceeds the description supplied, additional labour time, packing materials, specialist tools or return visits may be chargeable subject to agreement where reasonably practicable.
Schedule Administration and Use
These schedules should be incorporated by reference into the Customer's quotation, booking confirmation, order form or contract. The applicable schedule or schedules should be identified before the service is confirmed.
Publication checklist
Confirm company legal name, trading name, registered/business address and contact details in the Master Terms.
Confirm VAT treatment and wording shown on quotations and website.
Confirm current insurance cover, liability limits, excesses, declared-value arrangements and exclusions with the insurer/broker.
Confirm actual deposit and payment policies used by Odogo and ensure all booking pages display the Master Terms cancellation and postponement policy consistently.
Confirm storage provider arrangements and any third-party terms that must be flowed down.
Confirm B2B credit terms, POD standards, waiting charges and final-mile SLA options.
Ensure website, calculators, FAQ, quotation emails and booking confirmations use consistent terminology and do not contradict the Master Terms or Schedules.
Have the final publication version reviewed by an appropriately qualified UK legal adviser before reliance in material consumer or commercial contracts.