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SOPs

Collections and loading responsibilities

The HIVED collections driver arrives on site at the collection location at the collection timeslot as specified in agreement with the retailer.
- HIVED Network Operations will send through pre-arrival information of the driver and vehicle, if previously agreed, at least 30 minutes prior to the arrival time.
- In case of delays to the collection site, the HIVED Transport team will endeavour to pre-advise all relevant contacts on site.
The collection driver will work in accordance with any agreed-upon gatehouse and yard rules (i.e. wearing personal protective equipment ("PPE")), and sign or check in as required by site rules.
Depending on the vehicle type (i.e. small electric van, large electric van, rigid body, trailer), the driver will park the vehicle in the designated area or loading bay in preparation for onloading.
The collections driver will depart the vehicle according to site rules, before greeting and liaising with operatives on site to begin loading. HIVED is able to ingest and process a wide range of consumables (but not hanging garments), and will either onload onto the vehicle in bulk or loose load if requested.
- If space for palletised or caged traffic is insufficient, the HIVED collections team member may request to loose load a finite number of outstanding parcels onto the vehicle to minimise delays to the agreed service level agreement ('SLA").
The collections driver departs the collection site and hauls the load to the relevant HIVED distribution or delivery centre for processing and sortation.

Returns

Any parcel which has been attempted unsuccessfully on three separate occasions, or has been requested to be returned by either the recipient or retailer (on behalf of the recipient) will be marked in our systems as return to sender ('RTS").
Upon returning to our network and being scanned for sortation, the RTS parcel will be set aside by the warehouse team and placed and scanned into the Returns area.
In line with the agreed schedule between HIVED and the retailer, any RTS parcels will be loaded onto the HIVED collection vehicle for return at an agreed location when new parcels are collected.
- If parcels are received via direct injection through a third party or directly from the retailer, HIVED will load RTS parcels onto the injection vehicle on an agreed cadence with the retailer.

Damaged goods

If a parcel arrives damaged from collection at the respective HIVED hub, the warehouse team will flag this to our customer support ("CS") team, who will relay the information to the retailer.
Where a parcel is flagged as damaged at the delivery address, the delivery-team member will assess the severity of the damage. If the damage is limited to the packaging (cosmetic only), the delivery will still be attempted. If the parcel's contents are visibly and irreparably damaged, the issue will be escalated, and the retailer will be informed.

Prohibited goods

11.1 HIVED shall not accept or carry the following items under any circumstances:

Live animals, organisms, or biological samples
Standalone batteries or battery packs (external to electronic devices)
Compressed gases or cylinders, including compressed air cylinders
Drugs, medicines, prescriptions, or tobacco
Hazardous, flammable, explosive, or toxic substances, including aerosols, asbestos, ashes, detergents, resins, fire extinguishers, fireworks, gas, and dry ice
Items containing flammable and/or explosive substances
Illegal or counterfeit goods, including counterfeit currency and any items prohibited under applicable law
Cash, financial instruments, vouchers, tickets, or other valuables, including credit/debit cards, coins, cheques, lottery tickets, stamps, and financial documents
Medical equipment
Suitcases, personal belongings, or household effects
Poisonous or toxic liquids, solids, or gases, including pesticides
Radioactive materials
Vehicle parts or components containing fluids or airbags, including panels, spoilers, doors, bonnets, bumpers, engines, carbon fibre parts, steering wheels with airbags, and seatbelt tensioners
Weapons, replicas, ammunition, axes, blades, chainsaws, guns, and knives
White goods and large domestic appliances, including fridges, ovens, freezers, cooker hoods, hobs, boilers, washing machines, and hot tubs

11.2 Limited quantities of certain items, including alcohol, packaged food, lithium battery devices, liquids, and perishable goods, may only be accepted with ****prior written approval from HIVED and subject to operational conditions.

11.3 If a Shipment contains any Prohibited Items, HIVED may refuse carriage, destroy, or otherwise dispose of the Shipment without liability.

11.4 HIVED reserves the right to refuse carriage of any Shipment that it reasonably believes may constitute a prohibited or restricted item, even if not expressly listed above, without liability.

11.5 The Shipper warrants that no Shipment contains any prohibited or restricted items. The Shipper shall indemnify HIVED against any losses, damages, fines, or costs arising from breach of this warranty.

HIVED Ltd.

1a Old Nichol St.
London E2 7HR

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