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Terms and Conditions

Terms and Conditions

If you booked collection service. Please make sure you are at collection address on collection day and that your parcels are ready to be sent off. There is a £7.50 +VAT collection fee should your order need to be rebooked.
For Cancellation: 48 hours cancellation notice is required for orders from all couriers. There is a £7.50 + VAT cancellation fee if you cancel your collection within 48 hours
Please refer to the couriers website for all COVID - 19 service updates. ParcelPal can not be held accountable for any changes enforced by our courier partners.

Parcelforce           DPD          DHL          UPS          Hermes

These terms and conditions govern your use of our website When you are using our website, either by signing up, using this site and making a booking, this means that you have read and understand the terms and conditions of our website and the effects of the terms and conditions will apply therefrom.

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will make reasonable efforts to provide at least 30 days‘ notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

By continuing to access or use our service after those revisions become effective, you agree to be bound by the revised terms. If You do not agree to the new terms, in whole or in part, please stop using the website and the Service.

At ParcelPal, we cannot insure goods on your behalf nor can we arrange the insurance for your goods. It will be your sole responsibility for insurance of your goods and we cannot give you any advice in regards to this topic.

By entering a contract with ParcelPal Ltd, all questions or concerns must be raised with ParcelPal itself on Please do not contact directly with our appointed carriers.

If you do not agree to our terms and conditions, then you must not continue with the purchase of our services.

By using our website, you present yourself as the ParcelPal’s account holder or person in charge that has permission of use of the account.

1. Definitions

“Carrier”- the courier that we (Parcel Pal) contracts in order to provide our services.
“Consignment” – refers to a parcel or group of parcels that are sent to individual addresses through Parcel Pal’s services.
“Airway bill/Shipping label” – a documentation that is placed on the parcel.
“Receiver/Consignee/Recipient” shall refer to the delivery recipient who is receiving the consignment.
The term “Goods” shall refer to the consignment as defined below..
“Working day”- in relation to the UK, Monday to Friday from 8:30am to 6pm excluding public and bank holidays.
“Packaging”- The outer/inner material that is used to protect your goods.
“Drop off location/drop off point” - a place where your consignment is dropped off so that it is ready to be delivered to its final destination.
“Prohibited items”- items that cannot be sent using ParcelPal’s due to it being dangerous or hazardous.
“Restricted items”- items that is strongly advised that you should not send.
“Pre pay”- a prepayment that is made online from a valid UK credit/debit card to credit an account for future purchases/orders.
“Breakables”- items that are considered either fragile or easily broken.
“Us/We/Our” Staff at ParcelPal.

2. Our services


Parcel Pal contracts its services to carriers which means that we are not involved in carrying the consignment ourselves. A contract is made between you and Parcel Pal and we act as the intermediary on your behalf. Any questions or concerns then you should contact Parcel Pal instead along with your order number and tracking reference where available.


By placing an order with us, you will find a list of carriers that corresponds with your requirements. These carriers are chosen by us and we have ed those who have been in the industry for many years with reputable service.


When making a booking with us, this means that you have read and understood the terms and conditions of our service. This includes the understanding of prohibited/restricted items list, FAQ section and any other information that may affect you.


“Prohibited Items” Includes but not limited to dangerous or hazardous items, sharp instruments and live/dead animals. These items should NOT be sent using our service.


“Restricted Items” Includes but not limited to fragile or easily breakable items that we strongly do not recommend sending. Restricted items can be sent although not recommended and is based on a no compensation basis.


Parcel Pal advises you as the customer to not send items that are listed in the prohibited/restricted items list. Parcel Pal does not bear the responsibility of your own actions if you are sending items on the prohibited or restricted items. This means that any loss or damage will not be processed for claims, refunds and compensation.


Operating hours for our carriers are usually from 9:00am to 5:30pm Monday to Friday excluding Saturday unless you have booked for a weekend delivery service.


ParcelPal is only accepting orders from UK residents who must be the end user and not by a third-party broker. Any agents, couriers or delivery intermediaries must contact us to use our services. Reselling services through us without permission will cause all orders to be ceased and returned at the user’s expense. Liability cannot be recovered for these orders.


All details that you have entered when making an order is completed by you so please be aware that any information that you have entered is correct before you submit your order. Any information that is incomplete or incorrect, ParcelPal would not be responsible for any delays, loss, redirections, returns or surcharges. Any additional surcharges that are caused from this will be paid by you, the user.


Anyone found to be using our service whilst carrying items that are on the prohibited list will not be refunded. If ParcelPal does not see it as fit then we have the ability to cancel your order and decide on the next steps.


3. Making a claim

3.1 Claims will not be processed if any of these situations occur: incorrect labelling/ insufficient packaging, consequences of war, sending of prohibited items and events of natural phenomenon/disasters.


Packaging must be kept for inspection if you are making a claim for damage. Claims will be rejected if packaging was altered in anyway after the claim date.


Goods that are described as damaged from the point of booking cannot be claimed.


Consignments that are not packaged at a professional standard will have their claim rejected. Multiple parcels that are attached together cannot be additionally claimed in the event of loss or separated in transit.


The claimant must be the account holder of the account, third parties cannot make a claim. If the recipient cannot make a claim, the sender will have to do that on their side.


Packaging guidelines must be adhered to, any goods that are not within the packaging guidelines will not have their claims processed.


If the parcel is damaged on delivery then the recipient must sign the delivery as damaged or else the claim will be rejected.

4. Liability and claims

4.1 For each service, there is an inclusive liability cover of a limited amount which differs for each carrier. Additional cover (known as ‘Enhanced Cover’) of up to £1,000 per consignment which is in addition to the inclusive cover. This can be bought when you are making a booking with us.


Enhanced cover is charged at 2% of the declared value shipment value. You may request to make a claim to recompensate for any value up to the declared value shipment if there’s an event of a claim being made.


Liability cover applies per consignment only.


For any claims being made, you must claim through ParcelPal and not through the carriers directly. Claims will be void if you attempt to claim through the carrier directly, and claims must be made from the registered account holder not from any other party.


When you are making a claim, the following evidence must be accompanied before being assessed. 7 calendar days is the amount of days where all evidence should be submitted starting when the claim date is initiated.

We will need:

· A cost of the invoice proving the cost value of the goods if goods were lost or a repair bill/quote for goods that are repairable.

· Photographic evidence showing damage to the goods.

· Photographic evidence showing internal and external packaging



Here are the deadlines for claiming lost and damaged goods:

The receipt of damaged goods must be made within 7 business days of delivery. Non receipt goods must be made within 12 business days from the date of collection.

Your claim application will result in rejection if you don’t meet the deadline requirements. It will take at least 21 calendar days for us to review the details before the claimant is contacted.


Providing accurate information about your order is important and if your order is under declared then your claim will be nullified.


Payments for claims will be made to UK bank accounts, we cannot settle payment with banks from other countries. A BACS transfer will be made if a claim is successful.


We reserve the right to contact all parties that are involved during the claim investigations.


ParcelPal is not liable for any further claim such as loss of profit, inconvenience, indirect or subsequent loss or damage to the service you have ordered. We are limited to the shipping costs paid to us and to the cost value of the goods shipped if a claim is made.


The insurance cover includes the cost of shipping. Liability is limited to the negligence of the carrier who are carrying the goods.

5. Payments


Payment are taken on our website only; we do not take payment over the phone or through the mail. The currency listed on our website for pricing is in £ GBP (Great British Pounds)


Payments can be made by either PayPal or all major UK debit/credit cards. Pre pay top up can also be made through the website. More information can be found below.

5.2.1 Pre pay is a way to load pre-paid funds into your ParcelPal account. Orders can only be paid in full with the funds and cannot be used for part payments. Pre pay can be topped up by all major credit/debit cards and PayPal. The funds will be deposited after the transaction is verified. Refreshing the page on your account will allow you to see the new balance on your account.


An automated payment system is in place with the ParcelPal website when you book a service with us. Any additional surcharge after initial payment may be applicable to you if your consignment is not as described as we see fit. Please see section 10.


All payments made are securely encrypted.

6. Cancellations and refunds


Cancellations cannot be made if the consignment has already been collected from you. This means that cancellations can be made up to a day before collection minus any collection attempt charges. More information can be found below:

6.1.1 If you have made a collection service and the driver has yet to come to pick up your parcel then you can cancel your order freely as long as the driver has not come to the address and scanned your consignment.

6.1.2 If you have not used the label before the carrier has scanned your consignment then you can get a cancellation.


Shipping labels that have not be used or scanned can be refunded within a certain amount of days (depending on the courier) of the order date.


If you cancel the delivery service, you will be responsible for collecting the consignment from us or either pay us for returning it to you.


Under no circumstance should you go directly to the carrier to cancel your order, you will need to contact us directly.

7. Collections


Our team at ParcelPal does not have direct contact with the collection drivers and will not be able to provide you with an estimated time for collection.


If our carrier could not collect your consignment due to you being unavailable then you will need to rebook the collection service again through with ParcelPal. The carrier will not attempt to recollect your consignment after the first time.


If your consignment has been collected, it is not guaranteed that it can be stopped and returned to the sender.


At times, carriers may need to subcontract your order to a third-party courier to collect from locations that they do not cover which may add a few days to your quoted arrival times. We and the third-party courier are protected by all these terms of service.


Deliveries are made from Monday-Friday from 9:00am to 5:30pm which excludes weekends unless you have booked a weekend service.



At times, carriers may need to subcontract your order to a third-party courier to collect from locations that they do not cover which may add a few days to your quoted arrival times. We and the third-party courier are protected by all these terms of service.


Deliveries are made from Monday-Friday from 9:00am to 5:30pm which excludes weekends unless you have booked a weekend service.


ParcelPal can only deliver to address that has a full street address. We cannot deliver to PO boxes or BFPO addresses, no refund will be given if your consignment is collected and returned for this reason.


A contact telephone number for the recipient is needed for each consignment if there are any queries relating to the address. Any deliveries overseas will need a local number, the carrier will not call a UK number. If the carrier cannot complete the delivery due to a telephone number not been provided then we will not reship or refund for your consignment.


Please be aware that ParcelPal do not track parcels, it is the responsibility of the customer to track their own parcels. If there are any problems with tracking then you should contact us. You can track your consignment through our web site or by contacting the customer service team.


If you would like your consignment to be stopped once in transit then we can try to do so but this is not guaranteed.


Carriers may have different number of delivery attempts which also depends on the service you had chosen. If unsuccessful then the consignment will be returned to the sender and charges may apply.


Guaranteed services are guaranteed in most areas. Some areas may not have this particular service so it is the customers responsibility to check if the area they are sending to is covered.


In any event of the carrier not being able to deliver your consignment due to the recipient not being present, then the driver may leave your parcel with a neighbour, delivered to an access point or returned to the depot. The driver may leave a note to advise you on your next steps but this is not guaranteed.

9. Customs clearance


ParcelPal is not responsible for paying any customs charges that may incur on your consignment.


Countries outside the European Union will need a customs invoice.


Customs may seize, return or destroy consignments back to the sender, some other reasons are not limited to: if goods were prohibited or there is not enough paperwork towards import duties/tax. Claims cannot be made in these cases.


Further documentation will be needed for consignments that exceed over £4699 for clearance, delays may arise. Please be aware that our enhanced protection covers a maximum of £1000 so sending high valued goods is not recommended.


Destinations outside the European Union are subject to customs clearance.


Import duty/tax may be applied by the local customs authorities in which the importer needs to pay before or after the delivery is made.


We reserve the right to pass on unrecoverable customs charges to the ParcelPal account holder concerned.

10. Surcharges


A  certain charge (depending on the courier) will be applied if you are not in when the driver comes to collect your parcel for a collection service.


Other surcharges may be applicable if the receiver refuses to take the consignment and it needs to be sent back to you.


When entering your consignment details, if the courier weighs and any of this proves to be heavier or larger than the stated information then a surcharge will be applied on top.


A remote area surcharge may be added and it will be calculated in the quoting system prior to booking. If a change is needed to be made once in transit then a surcharge may be applied.

11. Promotions


Our refer a friend programme gives the customer £5 for every person who has successfully registered and has spent over £15 for their order.

12. Governing Law

 This Agreement is governed by the law of England and Wales, and is subject to the non-exclusive jurisdiction of the courts of England and Wales.

13. Severability

If any provision of these Terms is held to be unenforceable or invalid, such provision will be changed and interpreted to accomplish the objectives of such provision to the greatest extent possible under applicable law and the remaining provisions will continue in full force and effect.

14. Statutory rights

These terms of use do not remove any statutory rights which you have as a consumer, which cannot be excluded.

15. Termination

We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms and Conditions.

Upon termination, your right to use the Service will cease immediately. If You wish to terminate Your Account, you may simply discontinue using the Service.