Welcome to our Terms & Conditions – a comprehensive guide that outlines how we deliver our services to you. To help you easily navigate these terms, we've highlighted what we consider to be the key points below.
Our Agreement with You
When you entrust us with your parcel, you're entering into a contract with (Website Name). These terms and conditions outline both your responsibilities and our commitments to provide you with our services. Additionally, they include legal aspects about our liability and how compensation is handled in the unlikely event of any issues.
Definitions
"Account" refers to a user account on (website name).
"Additional Expenses" refer to the difference between the weight and dimensions you declare in your Order, and the actual weight and dimensions of your Parcel plus any Administration Fee.
"Address" refers to the address in your Order where we will attempt to deliver the Parcel.
"Agent" refers to a person who acts on behalf of another person.
“Business Loss” is defined in the section above on business-related losses,
"Charges" refer to the cost of shipping your Parcel, excluding any additional services such as signed-for delivery.
"Claim Form" refers to the standard claim form we use.
"Data Protection Legislation" includes the Data Protection Act 2018 as well as all laws, rules, and codes of practice regarding the processing of personal data.
"Delivered" means left with a neighbor or left at the address of the recipient.
"Delivery Estimate" refers to our estimate of when we will attempt to deliver your Parcel, as described above in Our service commitments to you.
"GDPR" refers to the protection of natural persons with regard to the processing of their personal data and the free movement of that data, as amended from time to time.
"Full Cover" refers to optional enhanced compensation that you can purchase for a fee.
“Further Attempts” refers to the "Our service commitments to you"
"Goods" are any items contained within a parcel.
"(website name) Play" refers to the additional service you can purchase when you purchase parcel delivery services from (website name) website, which allows you to record a Video Message that will be replayed by the recipient of the parcel via mail.
"HHT signature" refers to a signature on a hand-held device.
“Inadequately Packaged” refers to not following our packing guidelines.
"Late Delivery" refers to the "Our service commitments to you" section.
"Loss“ or “Damage" refers to any direct, indirect, special, or consequential loss associated with a Parcel or Goods.
"Neighbour" refers to someone living near the address.
"Non-Compensation Items" are items for which we will accept carriage, but for which we will not accept liability for loss, damage, or delay in delivery.
"Order" refers to the order you place when you book services.
"Parcel" refers to any package we carry for you, excluding letters (and the goods they contain).
"Not accepted for carriage" refers to Parcels that weigh more than 15kg or are bigger than the maximum size or volume we accept at the time you place your Order.
"Personal Data" and "Process" or "Processing" or "Processed" are defined in the Data Protection Legislation.
"Postable Product" is a parcel that is postable, weighs 0 - 1kg, and is 35cm long, 23cm wide, and 3cm thick maximum.
“Privacy Policy” can be viewed by clicking here.
"Prohibited Items" are the items that cannot be transported by us.
"Recipient" refers to the person to whom the Parcel is addressed, or to any other person accepting the Parcel on behalf of the Recipient.
“Safe Place” refers to a location not visible to the public, such as a doorway.
“Safe Place Photo” refers to a photo of the Safe Place where the parcel was left.
“Services” refers to the carriage of your parcel to the address.
"Video Message" refers to an embedded thirty (30) second pre-recorded message from you to the Recipient.
“Working Day” refers to Monday through Friday, excluding bank holidays.
"Your Data" refers to the Personal Data you provide to Us in connection with the Contract.
Entering Into A Contract
- Orders are offered to purchase our Services. By placing an Order, you agree to these terms and conditions.
- Our acceptance of your Order will be contingent on us starting to perform the Services, at which point a contract will exist between us, subject to these terms (the “Contract ”).
Your Obligations
You're required to:
- Refrain from sending items listed as Prohibited Items (refer to the "Goods that I can't send" section below).
- Avoid sending Parcels that we do not accept for carriage.
- Not dispatch Goods that are illegal, have illegal carriage requirements, or violate the law through supply to the recipient.
Furthermore, it's essential that you:
Ensure your parcel's size and weight match the details you've provided in your Order. (For more information, refer to our Parcel Size Guide, which is an integral part of these terms and conditions.)
IMPORTANT: If we discover that your Parcel's dimensions or weight exceed your declaration, we reserve the right to request payment for Additional Expenses.
Properly label your item with an (Website Name) label featuring a barcode. Adequate packaging is crucial to protect against potential damage during transit on our conveyor belts. Packaging guidelines are detailed in our Packaging Guide.
You are provided with a comprehensive list of your responsibilities and obligations in addition to these highlights.
Ineligible for compensation
It's important to verify that the item you intend to send is not listed as a Non-Compensation Item in our records.
These are items we can transport for you, but due to their inherent nature, we cannot guarantee their condition upon delivery. These "non-compensation items" may face challenges and potential damage during their journey through our automated network.
We want to be transparent that we cannot assume liability for any loss or damage incurred by these items in transit. If you choose to ship such items with us, we strongly recommend ensuring they are adequately protected and packaged. Compensation for Non-Compensation items is not applicable.
Electrical or Electronic Equipment
As we cannot test the functionality of electrical or electronic equipment before delivery, we cannot be held liable for any Damage or data loss, unless:
i. You can demonstrate, to our reasonable satisfaction, that the Goods were in proper working order before coming into our possession.
ii. The Damage resulted from our negligence.
These provisions are aimed at ensuring a clear understanding of our terms and conditions, enabling a smoother and more secure shipping experience for all parties involved.
Restricted Items: What Not to Send
It is of utmost importance that you confirm none of your items are listed as Prohibited Items on our list.
In case you do send something that falls within this list, please note that we assume no responsibility for any loss or damage to the item. Additionally, if your parcel, containing prohibited items, causes harm, damage, or loss to any parties involved, we may require you to provide compensation to us and the affected parties. Compensation will not be provided for Prohibited Items.
Indemnity: Compensation in Case of Breach
Pay close attention: If you violate these terms and conditions and such breach results in harm or damage to any individual, our property, third-party property, or if you are liable to pay us any Additional Expenses or Administration Fee, we reserve the right to demand full compensation from you. This compensation will cover any losses, damages, costs, or expenses incurred as a result.
For instance, if an item from the Prohibited Items list causes harm to someone or damages parcels during transit, you'll be required to compensate us and all affected parties for the incurred damage. Other examples include leaked paint affecting other parcels, live animal feed causing disturbances, or flammable liquids leading to fire risks jeopardizing our personnel.
Safeguarding Your Parcel: Full Cover Option
While our liability for lost or damaged Parcels is governed, you can enhance protection for loss or damage during the Order booking process. Remember that Full Cover might not apply if your Parcel isn't adequately packaged, or if it's classified as a Non-Compensation or Prohibited Item.
Our Commitment to Service Excellence
Services commence as soon as we physically acquire your Parcel. If delivery to the designated Address isn't possible, two additional delivery attempts (the “Further Attempts”) will be made. If these attempts fail, your Parcel will be returned to the provided sender's address. In case this address is incorrect or missing, we might need to dispose of your Parcel.
Delivery Estimates:
Standard Delivery
i. Parcels dropped off at a ParcelShop: We aim to deliver within 2 to 3 Working Days from drop-off on a Working Day. If dropped off on a non-Working Day, delivery is targeted within 2 to 3 Working Days from the subsequent Working Day.
ii. Courier collection: We strive to deliver within 3 to 5 Working Days from collection.
Any delivery exceeding 5 Working Days from the above estimates is a “Late Delivery” and may qualify for compensation except for Postable Products.
Next Day Delivery
i. ParcelShop or Locker drop-off: We aim for delivery within 1 Working Day or within 2 Working Days if dropped off before 12 noon on a Working Day. If dropped off on a non-Working Day, delivery is targeted within 2 Working Days from the subsequent Working Day.
ii. Late Delivery (Next Day): Any delivery exceeding 3 Working Days from the estimated time is a “Late Delivery” and may qualify for compensation, except for Postable Products.
Completion of Services occurs upon Parcel Delivery or after completion of Further Attempts (whichever is later). If you contribute to or cause a delay, no compensation will be provided. Instances include unclear barcode labels or inadequate packaging causing delays.
Your Responsibilities
Continued from the “Your Responsibilities” section above:
You are responsible for:
(i) Properly packing and labeling any Goods supplied to us, following our packing instructions as detailed in our updated Packing Guide.
(ii) Ensuring the accuracy of Goods descriptions provided when submitting your Order.
You must not:
(i) Mistreat our staff, subcontractors, or Agents.
(ii) Maintain multiple Accounts.
Charges & Payment
By placing an order ("Order"), you agree to pay the accurate ("Charges") for the services selected. Charges exclude additional services, such as signed-for delivery or Full Cover.
If the actual weight and dimensions of your parcel differ from the declared values in your Order, you may be liable for additional expenses ("Additional Expenses") and an administration fee ("Administration Fee").
Breaching these terms, including parcel dimension and weight requirements, may result in reasonable administration fees. These fees do not limit our rights to pursue further remedies.
Until Additional Expenses and Administration Fee are paid, we retain the right to withhold your parcel and goods. Failure to repay within 14 days may result in disposal of goods.
In cases of breach of parcel dimension and weight requirements, resulting in parcel delivery, an Administration Fee may be imposed along with an additional expense for specialized delivery.
Our Liability to You: Limitations
We are not liable for Loss, Damage, or Late Delivery if:
(i) The parcel is not accepted for carriage.
(ii) Goods/parcels are Prohibited Items.
(iii) Goods/parcels are Non-Compensation Items.
We provide compensation for loss, damage, or late delivery caused by our negligence.
Compensation is the sole liability for Loss, Damage, or Late Delivery.
Compensation will not apply for Loss or Damage due to:
(i) Inherent defects or natural deterioration.
(ii) Non-compliance with packaging orientation.
(iii) Inadequate Packaging.
Fraud, dishonesty, or misrepresentation.
Consequences of sending age-restricted or harmful products.
Incorrect Charges payment.
Compensation is not applicable for Late Delivery resulting from factors beyond our control.
Compensation is not applicable for Loss, Damage, or Late Delivery due to your breach of responsibilities.
Tracking is offered but not guaranteed for accuracy or availability.
These Terms do not affect statutory rights or exclude liability for:
(i) Death or personal injury due to negligence.
(ii) Damage or liability due to fraud or misrepresentation.
(iii) Breach of Consumer Rights Act 2015, except for Business Loss claims.
Your Rights
You have the right to access, correct, and request deletion of your personal data in accordance with applicable Data Protection Legislation.
If you have any concerns about our services, please contact our customer support team.
Changes to Terms
We reserve the right to modify or update these Terms at any time without prior notice. Any changes will be effective upon posting on our Website. It is your responsibility to review these Terms periodically for updates.
Intellectual Property
All intellectual property rights, including but not limited to trademarks, logos, and content on our Website, are owned or licensed by (Website Name). You are prohibited from using, reproducing, or distributing any such materials without our explicit consent.
Indemnification
You agree to indemnify and hold (Website Name), its affiliates, agents, and employees harmless from any claims, losses, damages, liabilities, and expenses arising out of or related to your use of our services, breach of these Terms, or violation of any applicable laws or regulations.
Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Entire Agreement
These Terms constitute the entire agreement between you and (Website Name) regarding the subject matter herein and supersede all prior or contemporaneous agreements, understandings, or communications.
Governing Law
Our Terms are governed by and construed in accordance with the laws of India, and any disputes shall be subject to the exclusive jurisdiction of the courts of India.
By using our services, you acknowledge that you have read, understood, and agree to these Terms. If you do not agree with any part of these Terms, please refrain from using our services.
Contact Us
If you have any questions, concerns, or feedback regarding these Terms or our services, please contact our customer support team at [customer support email or phone number].