Terms of
Service.

1.1 — Key Definitions

• "RZE" / "R-Zone" — R-Zone Enterprises Ltd, also operating as R-Zone Cargo and Shipping Services, registered in England and Wales. Registered office: Unit 9 Moorhen Yard, Elms Lane, Bulphan, Upminster, Essex RM14 3TS.
• "Customer" — the sender of a consignment making payment in advance to RZE or via an approved payment method.
• "Consignment / Cargo" — any one or more parcels sent at one time by the Customer to an agreed destination.
• "Dangerous Goods" — items specified as dangerous, hazardous, prohibited, or restricted by regulatory bodies or legislation governing transport by road, rail, sea, or air.
• "Despatch" — the time when the Customer hands a consignment to a representative or agent of RZE for delivery.
• "Working Day" — any day other than a Saturday, Sunday, Bank or Public Holiday, Good Friday, or Christmas Day.
• "UK" — England, Scotland, Wales, and Northern Ireland.
• "Nigeria" — the Federal Republic of Nigeria and its current 36 states of the Federation.
• "Demurrage / Storage Charges" — charges for storage of goods in our warehouse or agent's warehouse, accruing after the free storage period expires.
• "Antique" — an object over 100 years of age. "Collectable" — an item that has appreciated in value due to scarcity or being no longer in production.

1.2 — Acceptance

These Terms of Service constitute a legally binding agreement between you and R-Zone Enterprises Ltd. By accessing our website, submitting a booking, dropping off cargo, or using any of our freight and logistics services, you confirm that you have read, understood, and agree to these Terms in their entirety. These Terms apply to all customers — individuals and businesses alike.

We reserve the right to update these Terms at any time. Material changes will be communicated by email and posted on our website. Continued use of our services after notification constitutes acceptance of the revised Terms.

R-Zone Enterprises provides the following freight and logistics services between the United Kingdom and Nigeria:

We act as a freight forwarder and customs agent. RZE may engage agents and/or sub-contractors to perform all or any part of the services. Where we sub-contract to carriers, we remain responsible to you for ensuring those carriers perform in accordance with these Terms.

3.1 — How to Book

Bookings may be made via our website, by telephone (+44 800 772 0864), by email (info@r-zoneenterprises.com), or in person at our Upminster, Essex warehouse. A booking is not confirmed until you receive written confirmation from us including a booking reference number.

3.2 — Accuracy of Information

You are responsible for providing accurate and complete information at booking — including cargo description, weight, dimensions, declared value, collection address, and delivery address. The Customer must provide a full inventory of items in each package, and a copy handed to the despatch driver/team. Inaccuracies may result in additional charges, delays, customs seizure, or rejection of your cargo.

3.3 — Cut-Off Times

Sea freight shipments must be received at our warehouse by the cut-off date on our published sailing schedule — typically 5 working days before the vessel departure date. Air freight has a same-day cut-off of 12:00 noon on the departure day. Consignments dispatched after 5:30pm on a Working Day will be deemed received on the next Working Day. We cannot guarantee inclusion if cargo arrives after the stated cut-off.

3.4 — Amendments

Amendments to confirmed bookings (including changes to delivery address) may incur additional administrative charges. Amendments to filed customs declarations are subject to customs authority approval and cannot be guaranteed. Address changes before customs filing are straightforward; after filing, an additional administrative fee applies.

3.5 — Door-to-Door Delivery

In a door-to-door delivery, RZE undertakes to deliver to the address specified in the despatch documentation — not to a specific person. If delivery is to a specific named person, this must be arranged and clearly stated at the time of booking. Where roads are not accessible by vehicle, cargo will be dropped at the nearest motorable local terminal as agreed.

RZE will request the person accepting delivery to sign an acknowledgement/delivery receipt. Copies of such receipts shall be available for up to four weeks from the date of delivery, subject to payment of applicable charges.

4.1 — Prohibited Items (Absolute — No Exceptions)

4.2 — Restricted Items (Prior Approval Required)

• Dangerous goods (IATA/IMDG class hazardous materials) — prior written approval required
• Perishable goods and foodstuffs — NAFDAC regulations apply upon arrival in Nigeria
• Electrical and electronic equipment — must be declared and properly packaged
• Vehicles and automotive parts — sea freight only, customs documentation required
• Pharmaceuticals and medical devices — subject to NAFDAC/MHRA clearance
• High-value items exceeding £5,000 declared value — cargo insurance mandatory

RZE may add or delete items from the prohibited/restricted list without notice but will endeavour to make any changes available on our website at www.r-zoneenterprises.com.

The sender is ultimately responsible for packaging all consignments sent through RZE. All cargo must be packaged to withstand the normal rigours of international freight handling — including stacking, vibration, and changes in temperature and humidity. RZE will not be liable for damage resulting from poor packaging by the Customer.

• Each item/box must be clearly labelled with full sender name, recipient name, and destination postal address including postcode
• Fragile items must be marked, packed with appropriate protective material, and where possible placed in see-through plastic
• Liquids must be in sealed, leak-proof containers placed in secondary sealed bags
• Sharp objects must be wrapped to prevent damage to other cargo
• Maximum single item weight for collection: 30kg per bag/box. Items over 30kg per unit may be refused. If accepted, an additional surcharge of £20 per item applies. The despatch driver must be informed at time of collection.
• Each consignment must be accompanied at despatch by fully completed despatch documentation, including service indicators and invoice numbers as supplied by RZE

RZE offers a professional packing service at an additional charge, agreed at the time of despatch. We accept no liability for damage to inadequately packaged goods.

6.1 — Customer Responsibility

By accepting these Terms, you confirm all customs declaration information provided is true, accurate, and complete to the best of your knowledge. The Customer shall ensure that addressing and documentation requirements are fully met, including the full postal address, postcode, and any required customs or commercial invoices.

6.2 — Duties and Taxes

Import duties, taxes, and customs charges levied by the Nigeria Customs Service (NCS) or HMRC are payable by the recipient/customer and are not included in our quoted rates unless explicitly stated in writing. Where we pay duties on your behalf, we will invoice them directly to you and they shall be payable immediately.

6.3 — Delays and Seizure

We cannot be held responsible for delays caused by customs inspection, detention, examination, or clearance procedures — including NAFDAC and all security organisation examinations. Transit time estimates exclude customs processing time. If customs seize or detain your cargo due to prohibited content, misdeclaration, or any reason attributable to the Customer, you accept full liability for all resulting costs including demurrage and storage charges.

6.4 — Customs Damage

In the event that customs authorities re-examine cargo and damage occurs in the process, RZE will, as a goodwill gesture, refund up to 10% of the invoice value of the affected goods, or arrange repair through our designated contractors to a state of perfection.

7.1 — Quotations

All quotes are valid for 7 calendar days from the date of issue. Rates may change due to fuel surcharges, currency fluctuations, or carrier tariff changes. We will notify you of any changes before confirming. RZE reserves the right to implement corresponding price increases where taxes or transport costs change significantly for reasons outside our control.

7.2 — Volumetric Weight

7.3 — Payment Terms

• Individual customers: Full payment required before cargo is accepted. Consignments will not be shipped if full payment has not been received.
• Business accounts: Net 14 or 30-day payment terms may be agreed in writing by RZE.
• Accepted methods: Bank transfer (BACS/Faster Payments), debit/credit card, PayPal. Cash is not accepted.

7.4 — Uncollected / Unshipped Consignments

Any unshipped consignment left in our warehouse and not collected by the customer after request by RZE will attract a daily storage charge of £0.50 per kilogram, or a minimum of £5 per day for consignments under 20kg. All outstanding charges must be paid in full before consignment can be released.

RZE will endeavour to contact the customer to arrange collection. RZE reserves the right to treat all unshipped and unclaimed consignments as abandoned after 21 days and will deal with such consignments as it deems reasonably fit.

7.5 — Late Payment

Interest on overdue invoices is charged at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. RZE shall take all reasonable and legal means necessary to recover any associated costs for its services and all third-party services provided.

Storage charges (demurrage) apply when cargo is held in RZE's warehouse or a third-party storage facility beyond the stated free storage period.

• Where RZE is directed to hold a consignment pending further instructions, delivery is deemed to have taken place at the earliest time the consignment is made available for collection.
• All outstanding charges due to RZE and its third-party storage providers shall be paid in full by the Customer before cargo can be released.
• Customers are strongly advised to ensure their consignments are collected or a final dispatch instruction is given within the free storage period.
• All goods left in storage for more than 30 days without contact from the Customer will be treated as abandoned. RZE shall treat such goods as it deems fit and cannot be held liable for any loss or damage of goods left abandoned for more than 7 days.

9.1 — Air Freight Liability

For air freight, our liability is governed by the Warsaw Convention (as amended by the Montreal Protocol) or the Montreal Convention 1999, whichever applies. Liability is limited to 19 SDR per kilogram of cargo lost or damaged.

9.2 — Sea Freight Liability

For sea freight, liability is limited under the Hague-Visby Rules to 666.67 SDR per package or 2 SDR per kilogram, whichever is higher.

9.3 — General Compensation Cap

In the event of any compensation, our liability as a freight forwarder is limited to a maximum of 10% of the declared invoice value of the consignment. Customers are advised to submit a full packing list and take out independent cargo insurance for goods of high value. See Section 10.

9.4 — Liability Exclusions

RZE shall not be liable to pay compensation or refunds in respect of:

• Loss or damage from inadequate packaging by the Customer
• Latent or inherent defects, vice, or natural deterioration of items
• Damage in the course of transport or handling by the shipping line or airline
• Acts of God, adverse weather, natural disasters, force majeure, traffic congestion, mechanical breakdown, or obstruction of highways
• Delay caused by customs, NAFDAC, or any security authority examination or operation
• Industrial action of any kind
• Confiscation or seizure of prohibited or restricted goods
• Goods misdeclared, incorrectly addressed, or accompanied by incomplete documentation
• Any fraudulent or dishonest act by the Customer or any person misrepresenting authority to receive
• Consequential losses, loss of profit, or indirect losses of any kind

9.5 — Claims Procedure

Submit all claims in writing to claims@r-zoneenterprises.com within 7 days of delivery (damage) or 14 days of expected delivery date (loss). Include: booking reference, description of goods, photographs, packing list, and estimated value. RZE will respond within 2 working days and complete its investigation within 10–14 working days.

Customers are ultimately responsible for insuring any consignment being sent on any of our services (Air or Sea). RZE does not provide cargo insurance and neither RZE nor any of its agents provide insurance for items being shipped or air freighted.

RZE offers optional cargo insurance through our approved insurance partner. Premiums are calculated as a percentage of declared cargo value and must be arranged at the time of booking — insurance cannot be added after despatch or after an incident has occurred.

Where you choose not to purchase insurance, your claim in the event of loss or damage is limited to the carrier liability caps in Section 9, which may be substantially lower than the actual value of your goods.

All transit times are estimates only — not guarantees. They represent typical performance under normal operating conditions and exclude customs processing time. Only Working Days count for exported air freight (typically 7 working days) whilst imported air freight can take up to 10 working days.

Consignments will only be delivered on Working Days unless special arrangements have been agreed in writing by RZE and applicable charges paid. We will not be liable for any loss arising from delays, however caused, unless due to our gross negligence or wilful default. Time is not of the essence in any contract with R-Zone Enterprises.

In the event your cargo is lost, damaged, or significantly delayed, contact us immediately at +44 800 772 0864 or info@r-zoneenterprises.com.

We investigate all reported incidents thoroughly. Our internal investigation typically completes within 10–14 working days. Where cargo cannot be located within 30 days of the expected delivery date, it will be treated as lost and any valid claim processed per Section 9.

RZE shall not be liable in respect of any consignment where any person has been fraudulent or dishonest in any way, or misrepresents authority to receive a consignment on the addressee's or Customer's behalf.

13.2 — Cancellation by Us

If we cancel or significantly delay a sailing or flight departure, we will offer a full refund or transfer to the next available departure at no additional cost to you.

13.3 — Consumer Rights

Online bookings may carry a 14-day right to cancel under the Consumer Contracts Regulations 2013. This right does not apply once we have commenced performance of the service at your request.

13.4 — Storage After Cancellation

Where a booking is cancelled but cargo is already held at our warehouse, daily storage charges will apply after the 3-day free period. The Customer must arrange collection promptly or a delivery address change which will incur additional charges as agreed by RZE.

By using our services you agree to:

• Provide accurate, complete, and truthful information at all times — including a full inventory of package contents and correct recipient contact details including a valid Nigerian phone number
• Comply with all applicable UK and Nigerian laws, regulations, and customs requirements
• Not tender prohibited or restricted goods without prior written approval from RZE
• Package all goods adequately for international freight handling — the Customer takes full responsibility for packing
• Ensure the recipient is available to receive delivery, or arrange a suitable alternative in advance
• Retain all Customer copies of despatch documentation, as these will be required to support any claim
• Pay all amounts due to RZE in accordance with our payment terms
• Indemnify RZE against all costs, claims, demands, or liabilities arising from your failure to comply with these Terms

All content on our website — including text, graphics, logos, images, and software — is the property of R-Zone Enterprises Ltd and is protected by UK and international intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

By using our website you agree to our Website Terms. RZE may personalise the site based on usage, activity, and preferences. Our website contents, including prices and service descriptions, may change at any time without notice. Your continued use of the website constitutes acceptance of any changes.

We reserve the right to refuse service, suspend or terminate your account, and/or cancel any pending bookings if you breach these Terms, provide fraudulent or false information, or where we reasonably suspect illegal activity — including any attempt to transport controlled substances. In such cases, no refund will be due and you remain liable for any outstanding amounts and costs incurred by RZE.

RZE's compensation and other conditions are subject to revision from time to time, and services may be added or deleted. RZE reserves the right to pass on any further costs that arise prior to release/delivery of a consignment, regardless of the initial agreed price.

These Terms are governed by and construed in accordance with the laws of England and Wales. Each party irrevocably agrees to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matter arising under or in connection with this agreement.

Before commencing legal proceedings, we encourage resolution through our complaints process: complaints@r-zoneenterprises.com. We aim to resolve all complaints within 14 working days.

17.1 — Severability

If any provision of these Terms is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity shall not affect the remaining provisions, which shall remain in full force and effect.

17.2 — VAT

At this time, most services provided by RZE are exempt from VAT. Should this change, VAT at the appropriate rate shall be added to the prices payable by the Customer. For UK VAT-registered business customers, VAT is charged at the standard rate on UK-origin services where applicable.

For questions about these Terms of Service or to raise a formal complaint: