Legal · Consumer Terms
Terms and Conditions — Consumer Customers (B2C)
If you are a private individual (not a business) shipping with Taurex — personal effects, expat moves, one-off imports — UK consumer law gives you extra rights. This page summarises them.
Your statutory rights
Subject to the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: services performed with reasonable care and skill, within a reasonable time, at a reasonable price. 14-day cooling-off period from booking. Refunds within 14 days of agreement by same payment method, no fees.
Bookings and pricing
Quotes are written, include charges, applicable VAT, and an estimate of destination duties / taxes (which are paid to customs, not us). Booking is confirmed when you accept the quote and pay any deposit. We tell you in writing before pickup if price needs to change because the actual goods, weight, dimensions, or destination differ — you can cancel for a full refund (less unavoidable third-party costs) at that point.
Cancellation — 14-day cooling-off
You can cancel within 14 days of placing the booking, for any reason, without penalty. Email [email protected] with your booking reference and 'I cancel'. If we have not started, you get a 100% refund within 14 days. If you asked us to start during the cooling-off period, you pay for work already done up to the moment you cancel — we tell you the amount in writing.
If something goes wrong
Tell us as soon as possible with photos, the delivery note, and a description. Visible damage: noted on the delivery note at delivery or reported within 7 days. Hidden damage: within 14 days. Loss / non-delivery: within 60 days of expected delivery. Compensation: proven value of the goods, subject to the convention cap (CMR 8.33 SDR/kg road · Hague-Visby 2 SDR/kg or 666.67 SDR/package sea · Montreal 26 SDR/kg air) or any cargo insurance held — whichever is higher. We strongly recommend ICC-A cover for goods above the cap.
Liability — never excluded for consumers
We do not limit our liability for: death or personal injury caused by our negligence; fraud; deliberate breach; or anything else that cannot be excluded under UK consumer law. Our standard liability limits may be unenforceable as unfair terms against consumers — we apply the higher of our standard limit or proven value where fair.
AI voice assistant
If you contact us by phone, you may be handled by an AI assistant — we always tell you at the start. The AI gives indicative information only; binding quotes are written and from a human. You can ask for a human at any time and we transfer you.
Complaints and law
Unhappy? Email [email protected], call +44 116 483 0483, or write to us. Full complaints process at /policies/customer/17. ADR available via CEDR; you can also take us to small claims court. English law if you live in England or Wales; Scottish law if Scotland; NI law if Northern Ireland — courts in your part of the UK.
Last reviewed 2026-06-06.