Terms & Conditions

Please ensure you read these terms and conditions with care, taking particular notice of clause 9, and the termswithin it, as that outlines the extent of our liability under these terms and conditions.

Please be aware there are certain items that are Prohibitedand/or Restricted from our services. Any Prohibited/Restricted item sent willbe done so at the customer’s own risk and we would not accept liability onthese items. You can check the list of prohibited and restricted items here.

Any item that is declared as 'eBay item', 'Goods', 'Car Parts','Personal items', 'Gift', or any item similar in description or content canonly be carried if the description is altered by the customer prior tocompleting their order. Any customer choosing to send an item under thesedescriptions will be doing so at their own risk and no claim can be processed.

Please note all items must be declared with the correct valuewhen placing an order. This is the maximum amount that can be claimed in theevent of a loss or damage, subject to all other Terms and Conditions andadequate parcel protection being purchased. Should the parcel value be enteredas zero, a claim will not be accepted on that booking.

If you have any questions, or don't understand something, justget in contact with us and we'll be happy to help.

Standard Terms of Contract

1.  Definitions

• myparceldelivery.com – the trading nameof MyParcelDelivery.com Ltd, Company Number 07082684.

• Account funds - Funds added to a user’s account funds to beused on future orders.

• Parcel - Individual boxed item that has a single myparceldelivery.comcarrier label.

• Pallet - Item(s) fixed and wrapped to a pallet base.

• Cashback - Promotional scheme offering rebates into a user’saccount funds to be used on future bookings.

• Consignment - Each parcel or group of parcels booked throughour website to each individual address.

• Customer/Sender/User: The party who books and contracts with myparceldelivery.comto arrange collection and delivery of a parcel/consignment and who isresponsible for payment of all Charges associated with each parcel delivery.

• Consignee/Receiver - The person who is receiving theparcel/consignment sent through myparceldelivery.com.

• Carrier/Third Party - Our carrier partners, including DHL,UPS, Palletways others who deliver the parcels/consignments booked through www.myparceldelivery.com.

• Collection point - means the address at which anyParcel/Consignment is to be collected by the carriers.

• Parcel / Pallet protection - This is Transit cover thatprovides cover against Loss and/or Damage. This cover does not apply to goodson the Restricted and/or Prohibited items list.

• Charges- All charges payable by the Customer including but notlimited to charges for the Carriage, surcharges, storage charges, VAT, taxes,interest, fines, administration charges, duties, Customs duties, levies,compensation premiums and any other amounts properly chargeable by myparceldelivery.comto the Customer in connection with each parcel delivery or imposed byregulatory bodies in relation to the Consignment(s) and any other amounts payableunder these terms.

• Contract - The agreement between the Customer and myparceldelivery.comfor provision of services.

• Delivery point - means the address to which anyParcel/Consignment is to be delivered by our carriers.

• Order/Booking - an order/booking placed on the site between usand the customer.

• Prohibited Item - means cannot be carried on any Service.

• Restricted Item - means we do not recommend sending and wouldbe at your own risk.

• Safe Location - means that the carrier deems this a 'safe'area and parcels can be left at the door without a signature. This only appliesto certain services to certain areas.

• Shipping Label/Pro Forma Invoice - The documentation placedon/with the parcel.

• The Site – means www.myparceldelivery.com.

• Working Day - Monday to Friday from 9am to 5pm within the UK,excluding public and bank holidays.

• Us, We or Our means myparceldelivery.com, together with itsdirectors, employees any agents subcontractors or couriers acting on itsbehalf.

• You - means the customer who is contracted with us.

2.  The Site

2.1    Whilst we endeavour to ensure that the site isavailable at all times, we shall not be liable if, for any reason, the site isunavailable for any period of time.

2.2    You are permitted to view, print and downloadextracts from the Site for your own use on the basis that:

• No documents or related graphics on the Site are modified inany way;

• No graphics on the Site are used separately from thecorresponding text; and

• Our copyright notices and this permission notice appear in allcopies.

2.3    Unless otherwise stated, the copyright andother intellectual property rights in all material on the Site (including,without limitation, photographs and graphical images) are owned by us or ourlicensors.

2.4    No part of the Site may be reproduced or storedon any other website or included in any public or private electronic retrievalsystem or service without our prior written permission.

2.5    Any information about you that we process willbe processed in accordance with our Privacy Policy. By using the Site youconsent to such processing.

2.6    The information you provide through thiswebsite may be used to contact you for service updates through email and SMS.

2.7    Links to third party websites on the Site areprovided solely for your convenience. If you use these links, you leave theSite. We have not reviewed all of these third-party websites and do not controland are not responsible for their content or availability. We do not thereforeendorse or make any representations about them, or any material found there, orany consequences of using them. If you decide to access any of the third-partywebsites linked to the Site, you do so entirely at your own risk.

2.8    If you would like to link to the Site, you mayonly do so on the basis that you link to, but do not replicate, the home pageof the Site, and subject to the following conditions:

• you do not remove, distort or otherwise alter the size orappearance of any logos used by us on the Site;

• you do not create a frame or any other browser or borderenvironment around the Site;

• you do not in any way imply that we are endorsing any productsor services other than our own;

• you do not misrepresent your relationship with us nor presentany other false information about it;

• you do not otherwise use any trademarks owned by myparceldelivery.com(whether these are registered or unregistered) which are displayed on the Sitewithout our express written permission;

• you do not link from a website that is not owned by you; and

• your website does not contain content that we, in our solediscretion, consider to be distasteful, offensive or controversial, ininfringement of any intellectual property rights or other rights of any otherperson or which doesn't otherwise comply with all applicable laws andregulations.

2.9    We expressly reserve the right to revoke thisright for breach of the Conditions and to take any action that we deemappropriate.

2.10   You shall fully indemnify us for any loss or damagethat we may suffer for breach of this clause.

3.  Our Obligations

3.1    myparceldelivery.com will arrange shipment ofthe parcel/pallet/consignment(s) through a third party service with the carrieras either chosen by the customer at the time of ordering, or the mostappropriate carrier for each delivery.

3.2    myparceldelivery.com reserve the right towithout notice - introduce, change, remove any pricing, Service or discountthat is available online.

3.3    All customer services queries/claims must bedirected through myparceldelivery.com who will then contact the relevantcarrier on the customer’s behalf. If the carrier is contacted directly, myparceldelivery.commay not be able to assist you with your query at a later date and this couldalso affect your right to make a claim with myparceldelivery.com.

3.4    We warrant that the services we offer will beprovided using reasonable care and skill.

4.  Your Obligations

4.1    As a customer you agree to:

(a)     Ensure all information supplied on the orderis accurate and complete including but not limited to:-

• Number of parcels being sent within a consignment

• Sizes and weights of parcel / palletised goods.

• Addresses

• Telephone numbers

• Parcel / Pallet Contents

• Parcel / Pallet Value

Any discrepancies in the information supplied may result in adelay in transit, loss, Charges or the parcel / pallet being returned tosender. If any additional costs are encountered by Myparceldelivery.com due toincorrect information supplied by the Customer, it will be the Customer’sresponsibility to cover these costs.

(b)     Provide us with such information that we mayrequire to complete the service and to ensure that such information is accuratein all material aspects.

(c)     The parcels / pallets to be sent aresufficiently packaged / affixed in line with our packaging guidelines andunderstand that Myparceldelivery.com reserve the right to refuse an item,and/or any claims for that item based on packaging.

(d)     Any service carrying the ‘Printer Required’logo will need the relevant shipping label printing by the customer andattaching to the parcel. Parcels sent on a ‘Printer Required’ service withoutthe correct documentation will be sent at the customer’s own risk and Chargesmay arise.

4.2    It is agreed that Myparceldelivery.com or thethird-party courier company shall not be required, and that you shall not causeus, to carry anything illegal or unlawful for us to do so. This is within theUK or internationally. Should you do this, you will indemnify us against any lossesand/or damage that we may suffer as a consequence.

4.3    You agree to only send goods that are or wereyour property. Myparceldelivery.com reserve the right to refuse to carry anyparcel or palletised goods which are neither the property of, nor sent onbehalf of, the customer.

4.4    It is the customer’s responsibility to tracktheir parcel / pallet using the tracking number provided while it is intransit. The customer must contact Myparceldelivery.com’s customer servicedepartment with any queries or issues they may have over aparcel/pallet/consignment.

4.5    All address information supplied on the bookingby the customer must be complete and accurate. Myparceldelivery.com doesrequire a full postal address and cannot deliver to PO Boxes or such like. Anyorder returned due to an incomplete or incorrect delivery address will not berefunded and any claims voided. The customer may be obliged to pay anyadditional costs Myparceldelivery.com has encountered.

4.6    The service description for each service mustbe checked prior to ordering to confirm any service specific restriction. Forexample, items must be in a cardboard box, no signature required or no damageprotection available. Myparceldelivery.com will not be liable for a parcel/pallet being left without a signature or damaged in transit if such restrictionsare imposed on the service chosen.

4.7    Should the customer book multiple servicescarried out by different couriers it is the sender’s responsibility to ensurethe correct parcel / pallet is given to the correct driver. Should a parcel /pallet be given to an incorrect driver Myparceldelivery.com will hold noliability for having this returned and any additional costs Myparceldelivery.comencounter can and will be charged to the Customer.

4.8    It is important that all the correctinformation is supplied including the telephone number of the receiver. It iscompulsory in relation to our international services. A local delivery pointnumber must be provided in the case of any issues with the delivery. A courierwill not phone a UK landline or UK mobile number for a parcel / pallettravelling internationally to discuss any issues with the delivery. Should aparcel / pallet be returned for a reason to do with the delivery and a localnumber has not been provided the customer will be responsible for anyadditional costs encountered by Myparceldelivery.com.

4.9    Each parcel / pallet or consignment sentthrough our service must have the correct information and/or shipping labeldisplayed on the box clearly for the courier to see. If this information isincorrect or placed on the wrong box Myparceldelivery.com cannot accept anyliability for this.

5.  Loading and Unloading

5.1    If collection or delivery of a Consignmenttakes place at your premises, we shall not be under any obligation to provideany equipment or labour which, apart from the driver collecting theConsignment, may be required for loading or unloading of a Consignment.

5.2    Any consignment (or part thereof) requiringspecial appliances for loading and/or unloading is accepted for carriage onlyon condition that such appliances are available at the relevant collectionand/or delivery points. Where such special appliances are not available asaforesaid and if the Company agrees to load or unload such Consignment (or partthereof), the Company shall be under no liability whatsoever to the Customerfor any damage however caused, in the course or as a result of loading orunloading such Consignment without such special appliances, whether or not bythe negligence of the Company or its servants or agents, and the Customer shallsave harmless and keep the Company indemnified against any claim or demandarising out of such loading or unloading.

6. Collections and Deliveries

6.1    The collection date/times and deliverydate/times shown on our site are estimates only and are not guaranteed on anyservice. Collections/deliveries may be delayed for reasons that are out of thecontrol of both Myparceldelivery.com and the particular carrier. We reserve theright to not refund all or part of the service in these instances.

6.2    In the event that the relevant courier isunable to collect the consignment or any part thereof and is unable to do sodue to no-one being present at the collection point, the address beingincorrect or incomplete, goods not being available or ready, the goods notbeing suitable for transit and other such instances where the driver is notable to complete the collection the booking will need to be rescheduled. In suchinstances the couriers may charge a wasted journey surcharge to cover the costsof their driver attempting at the address and not being able to fulfil thecollection request. If such charge is levied by the courier the charge willneed to be paid for by the customer prior to the collection being rescheduled.

6.3    On each of our services offered the courierscommit to attempting to deliver the parcel / pallet or consignment at leastonce, if the Consignment cannot be delivered due to not being able to obtainsatisfactory receipt from the address the courier may attempt at an addresswithin close proximity and leave details at the delivery point and/or updatethis information on the tracking.

6.4    Not all services require a signature to be ableto deliver a parcel and some can be left in an area the driver deems as safe.This can include outbuildings, porches, and other such areas on or around thedelivery property. In the event that a parcel is left in a safe location andindicated as such on the tracking, no claim for loss can be processed. It isthe customer’s responsibility to ensure that the service information availableon our site is checked for such restrictions.

6.5    Should the parcel / pallet be held after amissed or failed delivery attempt it is the Customer’s responsibility tocontact Myparceldelivery.com to arrange collection or re-delivery of theparcel/consignment, failure to do this could result in the goods being returnedand additional Charges being applied.

6.6    Any item travelling in excess of 250 miles isnot guaranteed on our Next day or timed delivery services. We reserve the rightto not refund all or part of the service in these instances.

7. Returns and/or Held parcels / pallets

7.1    When a courier attempts to deliver a parcel /pallet and is unsuccessful this will then be sent back to the local deliverydepot where a re-delivery or collection of the parcel can be arranged via Myparceldelivery.com.If no contact to the courier is made within 5 working days of the parcel beingheld (after the first delivery attempt) the parcel will then be returned andpossibly held at Myparceldelivery.com’s head office. In such instances it is atthe customer’s own cost and responsibility to arrange a collection from Myparceldelivery.com’shead office for the parcel.

7.2    Any parcel returned to Myparceldelivery.com’shead office can be held for a maximum of 10 working days. If, within this time,no arrangement to have the parcel collected and re-delivered or returned ismade by the customer, Myparceldelivery.com reserve the right to dispose of theitem as they see fit. We shall not be liable to you under any circumstances forany loss caused by us exercising this right and you failing to retrieve theconsignment in the timescales specified.  

(a)     Any item that imposes a health and safety riskto any of our employees may and will be disposed of immediately. This willinclude but not limit to any items containing broken glass, ceramics, resin orother materials of similar consistency.

(b)     Where an item is returned and not suitable tobe shipped via a courier due to damage, packaging and/or size/weight we willadvise the customer that a collection by them must be arranged from our HeadOffice within a 48 hour timescale. Should a collection not be arranged withinthe correct timescale, the item will be disposed of as Myparceldelivery.comsees fit.

(c)     Any item having contained or still containsflammable or hazardous substances will be disposed of immediately upon arrivalat Myparceldelivery.com’s head office.

(d)     Any item leaking any liquid (regardless of thenature of the liquid) will be disposed of immediately upon arrival at Myparceldelivery.com’sHead office.

7.3    Myparceldelivery.com will attempt to contactthe customer once the item arrives at our office and the customer will beadvised of the next steps based on the terms above (7). This contact willinclude but not be limited to email (using the registered email address on thebooking) and/or phone call (using the registered phone number for the customeron the booking).

7.4    Myparceldelivery.com will not be liable foreither the email address and/or phone number being incorrect for the customerand the parcel /pallet may be disposed of if there is no response from thecustomer within the set timescales, in line with the terms stated in clause 7.

7.5    Some of the services offered do include theitem being shipped and sorted through a Myparceldelivery.com sorting centre. Insuch instances it is possible for Myparceldelivery.com to hold yourparcel/pallet/consignment if there is cause to do so:

(a)     If your parcel / pallet / item(s) is heavierthan declared or larger than declared your item will be held pending anyadditional Charges that may be applicable to send it onto the intendedreceiver.

(b)     Should your item need to be returned to thecustomer due to incorrect information being inputted on the booking this willbe done by Myparceldelivery.com and no refund of the original order will begiven.

(c)     If your item is received unpackaged orinsufficiently packaged, including but not limited to, being received not in acardboard box or, the parcel / pallets will be held and a surcharge applied tothe order to repackage. The item will not be repackaged or forwarded on untilthe re-packaging charge is paid.

(d)     Any parcel / pallet / item(s) being receivedinto our sorting centre that is listed as prohibited will not be shipped ontothe receiving destination and will be returned to the customer with no refundbeing applicable. In some cases it may be possible to remove the prohibitedcontents from the parcel / pallet and ship any other contents that are notlisted as prohibited. In these cases the prohibited items will need to bereturned at the customer’s cost or they can be disposed of.

8.  Surcharges

8.1    Whilst using Myparceldelivery.com’s servicesyou agree that the correct information will be supplied with regards to theparcel / pallet / consignment you are sending. Any information that is found tobe false may incur additional charges. This includes but is not limited toparcels / pallets being under declared on the size, weight, value or number ofparcels / pallets within the consignment.

8.2    In cases where the service restrictions are notadhered to and items are sent that should not be (for example some of ourservices do not accept cylindrical items) additional handling Charges may beapplied to your account.

8.3    Items that are insufficiently packaged or havelittle/no packaging on them may incur a packaging surcharge.

8.4    Whilst an item is in transit any change to theaddress details may incur an additional charge up to but not limited to thefull cost of the original booking.

8.5    Changes made to the collection address the dayof collection will incur a surcharge to cover the driver attempting that day.

8.6    All Charges that must be paid by the Customermust be received by Myparceldelivery.com within 7 working days from request, orthe Charges will automatically be taken from the Customer via account funds,PayPal or saved card details.

8.7    Any unpaid Charges after 7 working days fromrequest that have not been received by Myparceldelivery.com may result in Myparceldelivery.comrestricting the Customer’s account until the outstanding Charge has been paidin full.

9.  Liability and Claims

YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE AND LIMITSOF OUR LIABILITY WITHIN IT

9.1    Where you deal with us as a consumer, nothingwithin these terms and conditions shall be deemed to affect your rights underthe Unfair Contract Terms Act 1977. For the avoidance of any doubt, when youdeal with us as a business the Unfair Contract Terms Act 1977 is herebyexcluded to the fullest extent legally possible and you are further referred toadditional terms relating to business clients set out below.

9.2    Nothing in this agreement shall limit orexclude our liability for:

(a)     Death or personal injury caused by ournegligence

(b)     Fraud or fraudulent misrepresentation

9.3    Myparceldelivery.com and the couriers offeringthe services available on our site to the customer shall perform the service ina professional manner with the appropriate level of skill and care. However,there are instances where damage to a consignment or loss of a consignment mayoccur whilst the courier you have chosen carries out the service. In such circumstancesthe liability we offer will be limited as set out in these terms andconditions. The reasoning behind such limitations of our liability is asfollows:

(a)     The value of a Consignment and the amount ofpotential loss to you that could arise if a Consignment is damaged or lost isnot something which we can easily ascertain but is something which is betterknown to you. In many cases it cannot be known to us at all and can only beknown to you;

(b)     The potential amount of loss that might becaused or alleged to be caused to you is likely to be disproportionate to thesum that we could reasonably be expected to charge you for providing theService(s) under this Agreement;

(c)     It is not possible for us to obtain protectionwhich would give unlimited compensation for our full potential liability to allof our customers and, even if it were, such protection would be much cheaper iftaken out by you (rather than us taking out such protection and passing thecost on to you) and on that basis, it is more appropriate for you to take outsuch protection for example by way of insurance;

(d)     We wish to keep the costs of providing theService(s) to you as low as possible;

(e)     In light of the above we must limit ourliability for any damage caused to you to levels which we considerproportionate (as set out below)  to our low charges for providing theServices.

(f)      In these Terms and Conditions, damage toyou means any damage suffered by you (including any loss of, and/or damage to,a Consignment and any other loss, whether or not known to you or us or ineither of our contemplation at the time of entering into this Agreement),however it arises but only so long as it is caused by our negligence, breach ofduty or other wrongful act or omission (which includes any deliberatelywrongful act or omission) and any breach of any of the terms of this Agreement,or any terms implied by statute (where applicable);

(g)     We investigate all claims received by us in afair and speedy manner, but such investigations are more accurate and areeasier to perform soon after the loss or damage is alleged to have incurred andis reported to us and on that basis, the timescales set out in this Agreementare necessary to ensure that such investigations can be performed fairly.

9.4    To the greatest extent that is permitted bylaw, Myparceldelivery.com will not be liable for any claim for loss of profit,loss of use of an item, loss of revenue, administrative inconvenience,disappointment, or indirect or consequential loss or damage arising out of, orin relation to, the service you booked.

9.5    We shall only be liable for damage or losscaused to you if it is caused by our negligence, breach of duty or otherwrongful act or omission, and only subject to the limitations set out withinthis whole clause.

9.6    We shall not be liable to you under anycircumstances for any direct or indirect loss (including, but not limited toloss of profits, or loss of goodwill) or for any other special or indirectlosses, costs, damages, or claims which do not arise naturally as a result ofour negligence, breach of duty, or other wrongful act or omission.

9.7    We shall not be liable to you under anycircumstances where there are any material discrepancies (meaning more than 5%difference) between the declared dimensions and weights and the actualdimensions and weights.

9.8    We shall not be liable for any items sent thatare listed on our prohibited and/or restricted items list (including butwithout limitation glass) or which are not packaged in accordance with ourpackaging guidelines these will be sent at the customer’s own risk.

9.9    If a number of parcels or individually wrappedgoods are sent as one through our Service they must be encased within one outerbox, as per our packaging guidelines. Failing to do this, any package orindividually wrapped item that comes apart in transit resulting in one or moreof them being lost, once the remaining parcel(s) are signed for by therecipient, you accept that you cannot make a claim for loss or partial loss ofthat consignment.

9.10   We shall not be able to accept liability for anyparcels / pallets that are handed to the wrong courier by the sender or thatare left unattended for the collection to occur. It is the responsibility ofthe customer and/or sender to ensure the parcel / pallet is given to thecorrect courier. Items left unattended will be sent at the customer’s/sender’sown risk.

9.11   Where a parcel is sent on a service that does notrequire a signature and there is a valid delivery scan no claim for loss can beprocessed on that booking.

9.12   Should Myparceldelivery.com be liable for anyreason, we shall (subject to these terms and conditions) only be liable to youup to the following amounts in the following circumstances:

The Limitation on the Amount of our Liability

(a)      If the courier loses or damage all or anpart  of a consignment we shall only be liable for the amount the customerdeclared the value or weight at the time of booking, limited to the amount ofparcel or pallet protection available as standard, or purchased in addition, onthe booking. For example, should the contents have been declared as £100 butthe parcel protection available on the service booked is set to £20 as standardinclusive protection, and no additional parcel protection purchased, we shallonly be liable up to a maximum of £20. If the service booked does not includeany standard inclusive protection, and no additional parcel protectionpurchased, we cannot accept any liability for loss or damage. For palletbookings, the cover is based on the weight of the goods being shipped.

(b)     We are only liable up to a maximum amount ofstandard inclusive protection on the service selected per consignment, save tothe extent  the customer purchases extra compensation for the Consignmentfrom us at the time of booking in which case our liability is limited to levelof extra compensation purchased. By way of example if the extra compensationpurchased is at a level of £500 then that is our maximum liability notwithstandingthe fact that the parcel / item(s) value may be higher. For pallet delivery,all goods are insured at £5 per kilo of goods. This means that if your goodsweigh 500kg, your item is insured for £2500 as standard.

(c)     Where a declared parcel value on the bookingis set to £0.00 by a customer, no claim, regardless of the circumstances, willbe processed as it will be deemed as being sent with no monetary value.  

(d)     If the courier lose or damage part of a parcelconsignment, the amount of the sum determined under clause 9.12(a) above shallbe pro-rated down to represent the proportion that the actual value of thatpart of the Consignment bears to the actual value of the whole Consignment (so,by way of an illustrative example, if a Consignment of 4 parcels was declaredwith a value of £20 and a courier lost or damaged one of the parcels, we wouldonly be liable for 25% of the total value, i.e. £5.00 of the total £20 declaredvalue);

(e)     Our liability is limited to the amounts setout above and is based on the actual value of the item at the date of loss.

9.13   For all claims to be able to ascertain the extent ofour liability we do require proof of the value of the whole consignment and anypart or parts of it which make it up within our required timeframes. The proofof value in all cases must be a receipt or invoice for the items.

(a)     We will be unable to accept websitescreenshots, catalogue print outs or similar item values as proof of value forthe item you are sending

(b)     We will only be able to cover for the cost ofreplacing the goods and will not cover for the profit you made on the parcel /item(s) or applicable value added tax (or like tax) on such profit

(c)     We will not be able to accept a proof of valuein the format of a word document.

9.14   For all claims of loss and part loss we must receivea proof of loss, in addition to the proof of value, as part of the claim withinour required timeframes. This is an indication from the receiver that the goodshave not been delivered/received.

(a)     This needs to be signed letter from thereceiver showing the date and full delivery address. This must be provided aspart of the claim.

(b)     We will not be able to accept an email as aproof of loss as we do require the receiver to sign a letter to advise thegoods have not been received.

9.15   We will not be able to accept any claims for damagewhere the following, in addition to the proof of value, has not been receivedwithin our required timeframes:

(a)     Photos showing the full extent of the damageto the item

(b)     Photos showing the internal packaging used

(c)     Photos showing the external packaging used

(d)     A quote for the repair to the item

9.16   We shall not accept liability on any damage claimswhere the packaging does not comply with our packaging guidelines. As a minimumeach parcel should be in a new, undamaged cardboard box that is strong enoughto carry the weight of the goods, the goods should not touch any side of thebox and must be cushioned using internal packaging that is of at least 5centimetres thick all over. This can be bubble wrap or foam.

9.17   In all events of damage the item and all externaland internal packaging must be kept and made available for inspection at thedelivery address if required by the courier for 28 days from the claimsubmission date. Failure to have the item and packaging available should aninspection be requested could void the claim and we will no longer liable.

9.18   Where there are no physical signs of damage to theitem we will not be liable and no claim will be processed in this event.

9.19   We shall not be liable for damage if the customerchooses a Service that does not have damage protection available. It is theCustomer’s responsibility to check the service restrictions when making thebooking.

9.20   Should your item be disposed of due to it beingdeemed unsafe, health and safety risk or not fit for transportation we shallnot be liable in these instances.

9.21   We shall not be liable to you under any circumstancefor any loss or damage unless you notify us by contacting our customer service,within 7 calendar days of the collection date. Any claims received after thispoint will be rejected.

9.22   After notification of making a claim or submitting aclaim with missing documents you will have a maximum of 7 calendar days tosubmit a full claim or send through any missing documents. If this is notreceived within this time frame the claim will be rejected.

9.23   Should your claim be rejected and you wish to appealthis decision this must be done within 7 calendar days of the rejection noticebeing sent. Any appeals received after this date will be rejected and we willnot be liable.

9.24   We can only accept, pay and discuss any matters todo with a claim/booking for our services with the person who contracts with Myparceldelivery.com.All other parties are not privy to this information.

9.25   Claims can only be accepted by emailing support@Myparceldelivery.comwith all necessary information. Claims received in any other method may berejected and we will not be liable.

9.26   Any item requesting to be returned but laterdelivered to the original receiver cannot be claimed against as we cannotguarantee to stop the parcel in transit. We cannot be liable for theseinstances.

9.27   All claims will be submitted to the relevant courierfor review. Myparceldelivery.com reserve the right not to conclude any claimuntil a decision from the courier is received.

9.28   Myparceldelivery.com reserve the right to reject anyclaim should any of the above terms not be met

10.  Your Indemnity

10.1   We shall assume, for the purposes of this Agreement,that you are the sole owner of every item dispatched in the Consignment but ifany other person makes a claim against us for loss of or damage to any suchitems beyond our liability to you then you agree that you shall indemnify usagainst any losses or liabilities that we suffer through that claim (includingall legal costs and expenses) and you agree that we shall have no liability toyou in these circumstances, regardless of whether such claims exceed anylimitations of liability set out in this Agreement.

10.2   You agree to indemnify us against any losses orliabilities that we may suffer through the loss of, or inability to deliver, aConsignment caused by deficient or ambiguous labelling of such Consignment.

10.3   You agree to indemnify us against any losses orliabilities that we may suffer through a breach by you of any of yourobligations set out in clause 4.

11. International Carriage

11.1   If we are requested to collect from, or deliver aConsignment to, a country outside of the United Kingdom our terms of liability(subject to clause 9 above) shall be governed by the relevant provisions of theConvention on the Contract for International Carriage of Goods by Road as setout in the Schedule to the Carriage of Goods by Road Act 1965 (as amended)(“the CMR Regulations”) and, in particular, articles 17 onwards and those provisionsshall be deemed to be incorporated into this Agreement and will apply in placeof any inconsistent terms within this Agreement. We can provide a copy of theseprovisions if requested, but even if these are not requested you will be deemedto have read, understood and agreed to them and their incorporation into thisAgreement.

11.2   In relation to that part of any carriage performedby air and if the transit by air involves an ultimate destination or stop in acountry other than the country of departure, the Warsaw Convention as amendedmay be applicable and the Convention governs, and in most cases limits, theliability of the Company in respect of loss of or damage to consignments.

11.3   We shall not be responsible for any local customscharges, import taxes or duties or any similar charge(s) incurred through adelivery of any Consignment and you must satisfy yourself as to whether any ofthese charges will become due, and if so in what amounts, before completing abooking with us. If any such charges become due as a result of a delivery of aConsignment on your behalf and are charged to us by any competent authority youagree to reimburse us fully in respect of the same within 7 working days of ourdemand.

11.4   We supply documents that are necessary to travelwith your parcel for the use of customs and other such departments whilst theparcel is in transit. Neglecting to print or attach these documents to yourparcel or not completing them in full may result in your parcel being delayedor returned. Myparceldelivery.com will not be liable in such instances and norefund will be processed. It is the customer’s responsibility to ensure thatall the correct and necessary paperwork is accompanied with the parcel intransit and that it is fully completed and accurate.

11.5   It is the customer’s responsibility to ensure thatthey have satisfied the needs of the receiving country when sending a parcelthrough us and that the receiver has the necessary documents or clearance toimport into that country. Myparceldelivery.com will not be liable for anyparcels returned due to the receiver not having the necessary documents orclearance to accept the parcel. Any return charges incurred due to this will besurcharged to the customer.

11.6   This policy also applies to imports where the receiveris liable for all customs taxes, duties and other Charges

12.  Refunds and Cancellations

12.1   Cancellation of a booking must be received by 10pmthe day before the collection date, any cancellations received after this timewe reserve the right to charge a cancellation fee that will be deducted fromthe refund amount.

12.2   All cancellations must be submitted to our customerservice team with full detail as to why the service is no longer required.

12.3   Any cancellations received on or after the date ofcollection Myparceldelivery.com reserve the right to charge a cancellation feeequivalent to the couriers wasted journey charges, deducted from the refundamount providing the item has not been collected.

12.4   If the courier attempts to collect the parcel afteryou have requested a cancellation, you should refuse to hand over theparcel(s). If the parcel is collected, no refund will be issued.

12.5   Any cancellations received after the item has beencollected will result in the consignment being requested to be returned to youand no refund will be given. In most circumstances a return charge will also belevied against the booking. Please note we do not guarantee we will be able tostop a delivery of a parcel and if the parcel is delivered we will not beliable.

12.6   Should any Charge be levied outside of the servicecharge and this Charge is paid by the customer these will be non-refundable,unless sufficient proof can be supplied to prove these Charges were raised inerror either by Myparceldelivery.com or the courier. Sufficient proof caninclude but is not limited to photographic evidence and/or customer’sstatements.

12.7   Transaction fees paid due to certain payment typesare non-refundable.

12.8   All requests for a refund must be received within 28days of the date the booking was made. A request received after this date - wereserve the right to decline.

12.9   We will not be held responsible for wronginformation that is entered on a booking. We shall not be liable for any costsor losses that you may suffer arising directly or indirectly from our failureor delay to perform any of our obligations due to this.

12.10   All refunds will be returned via the originalmethod of payment unless stated in your refund request that you would preferthe funds to be added to your Myparceldelivery.com account funds.

12.11   We shall not be liable for refunds where delays inservice are caused by Acts of God, (including, but not limited to, adverseweather conditions that may cause immediate and future delays on all services).

12.12   We shall not, in any circumstances, be liable toyou for any refunds where our Terms and Conditions have not been fully compliedwith including any items sent on the Prohibited and/or Restricted items list.

13.  Account Funds

13.1   Account funds added to a customer’s account are forthe use of purchasing services on Myparceldelivery.com only.

13.2   If you change your mind after making a payment onaccount you may request a refund. The procedure for requesting a refund fromyour Account funds balance or otherwise is set out in clause 12 above. Therefund amount will be the remaining balance on your account after any purchaseshave been deducted.

13.3   Any instances of claims of other manual credits toaccount funds are not available for refund.

13.4   If you do not place any orders for a 6 month periodwe will send an e-mail to the address in your Account Details to remind you ofyour balance. This will be repeated at 12 months and 18 months. When a periodof 24 months has passed with no orders placed we will assume that your accountis no longer active, the Account funds balance will expire and you shall haveno further claim to such balance.

14.  Cashback

14.1 At any time where we offer customers a promotional rebaterewards system based on volume of bookings per month, we shall refer to suchsystem as “Cashback” and the additional provisions of this clause 14 shallapply.

14.2   Cashback and Account funds shall be separatelyrecorded and the total balance of these credits shall be shown in your accountthrough our website.

14.3   When you place an Order, our system will check yourAccount Funds and Cashback credit balance. The Order value shall be deductedfrom the Cashback balance first. If such deduction would result in a negativebalance then you shall make up the difference with an alternative payment.

14.4   Cashback balances are only for redemption on ordersplaced on Myparceldelivery.com and are not available for withdrawal.

14.5   Cashback rebates will be in the form of accountfunds, to be used on future bookings through Myparceldelivery.com only.

15. Miscellaneous

15.1   Unless specifically agreed otherwise, working daysdo not include – Saturdays, Sundays, Public Holidays or Bank Holidays.

15.2   We will not provide any refund or reduction ofcharges if we receive less than the number of parcels for which you havecontracted.

16. Nature of Agreement

16.1   This Agreement, the Warsaw and Montreal Conventions(so far as they are applicable) shall constitute the entire contract between usand you and the contract shall not incorporate, or be deemed to incorporate anyprovisions of any other documents. In addition, this contract and the documentsreferred to above shall supersede any previous contract, warranty orrepresentation made or given by us relating to the Service(s).

17. Termination

17.1   This Agreement may be terminated by either partygiving to the other one month’s previous notice in writing to that effect orforthwith if the other party shall commit any breach of its obligationshereunder or (being an individual) shall commit an act of bankruptcy or (beinga Corporation) shall go into liquidation other than for the purposes ofreconstruction or amalgamation, or shall suffer the appointment of anadministrator or a receiver of any of his or its property or income or make anydeed or arrangement with or composition for the benefit of any of his or its creditors.

18. Variation

18.1   No variation, extension or cancellation of theexpressed terms of this Agreement (other than the Schedule) shall be bindingupon the Company unless and until it is confirmed in writing under the hand ofa Director of the Company and, for the avoidance of doubt, it is declared thatno person other than such Director has authority to negotiate or enter into anycommitment on behalf of the Company the effect of which would or might (but forthis present clause) involve the Company in any legal liability whatsoever.

19. Applicable Law

19.1   This agreement and any dispute arising out of or inconnection with it or its subject matter or formation (includingnon-contractual disputes or claims) shall be governed by and construed in accordancewith the law of England and Wales.

19.2    You irrevocably agree, for our sole benefitthat, subject as provided below, the courts of England and Wales shall haveexclusive jurisdiction over any dispute or claim arising out of or inconnection with this agreement or its subject matter or formation (includingnon-contractual claims). Nothing in this clause shall limit our right to takeproceedings against you in any other court of competent jurisdiction, nor shallthe taking of proceedings in any one or more jurisdictions prevent us fromtaking proceedings in any other jurisdictions, whether at the same time or not,to the extent permitted by the law of that other jurisdiction.

20.  Statutory Rights

20.1   These terms and conditions are in addition to yourstatutory rights as a consumer which remains unaffected. The Contracts (Rightsof Third Parties) Act 1999 shall not apply to this agreement.

21.  Non-solicitation

21.1   During the term of this Agreement, you shall notsolicit to employ nor employ any of our employees of whom you become awarethrough the performance of this Agreement. Furthermore, you shall not otherwisehinder any of our other business relationships including those with ourMembers.

22.  Use of MyParcelDelivery Brand

22.1   You agree that you shall not use the words ‘MyParcelDelivery,‘MPD’ or any variant that includes the term ‘MyParcelDelivery’ or may beconfused with it on Google Adwords or any similar internet advertising service.Any use of these terms would be in breach of our registered Trademark and legalaction will be taken to enforce our protection.

23.  Complaints

23.1   We aim to provide outstanding customer service. Ifyou have any complaint about the service you have received from us, pleasecontact our Complaints Department by writing to us at our office address oremailing support@myparceldelivery.com. Please allow 7 working days for aresponse to any written correspondence.

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