Terms and conditions

1. Our contract with you

These terms are between you and [LEGAL_ENTITY_NAME] (company number [COMPANY_NUMBER]), registered office [REGISTERED_OFFICE_ADDRESS] (“we”, “us”). We trade as RAPID PARCEL UK.

A quote is an invitation to book. You offer to buy a service when you confirm a booking and pay. We accept that offer when payment is taken and we issue a tracking number. That is when the contract starts.

By creating an account, or by paying for a booking, you agree to these terms and acknowledge our Privacy notice. If you book for a business, you confirm you have authority to bind that business.

2. Services

We carry parcels inside Great Britain. The services you can book are Standard (ST), Next day (ND), and Express (EX). The price and service you confirm at payment are the ones that apply.

You can hand a parcel over in two ways: we collect it from the sender address, or you drop the labelled parcel at a collection centre you chose when you booked. A collection centre is a drop-off point on our network, not a promise that every shop is open at every hour shown.

Target times are service aims, not guaranteed delivery times, unless we say otherwise in writing for that booking. We do not offer international carriage on these pages.

3. Your duties

You must give a correct sender and recipient name, address, and postcode, and a contact phone number or email we can use about the parcel. Tracking uses the tracking number together with the recipient postcode.

You must describe the parcel honestly, including weight and size. A parcel must not weigh more than 30 kg, and no side may be longer than 1,500 mm. You must pack it so the contents are protected against ordinary handling, and you must attach the label we provide so the barcode can be scanned.

You must not send a prohibited or restricted item. That list is part of these terms. You must not ask our staff, drivers, or collection-centre staff to do anything unsafe or abusive.

4. Payment

You pay the price shown before we accept the booking. Card payments are taken by Stripe. We do not store your full card number. A quote can expire; if it does, you will need a new price before you pay.

If the parcel is heavier or larger than you declared, we may charge the difference for the correct service, refuse the parcel, or return it to you. You pay any duty, tax, or official charge that applies because of what you sent, even though these services are for Great Britain.

5. Collection, drop-off, and delivery

For a collection, the parcel must be ready, labelled, and available at the sender address. For a drop-off, you must take it to the collection centre you selected and keep any receipt the centre gives you.

We will try to deliver to the address you gave. If nobody is available we may leave the parcel in a reasonably safe place where the service allows it, try again, or hold it for collection. Delivery notes you type are requests, not instructions we must follow if they are unsafe or unclear.

While a parcel is out for delivery, tracking can show a coarsened latest position of the driver. That is not continuous live tracking.

6. Loss, damage, and our liability

If we lose or damage a parcel because of our breach, compensation for the goods is limited to [COMPENSATION_LIMIT_GBP] for that parcel, or the proven value of the goods if that is lower. This is the most we pay for the contents unless we have agreed a different figure in writing before you paid.

We do not pay compensation where the parcel was prohibited or restricted, was packed inadequately, was wrongly described, or was delayed or lost because of incorrect address details you gave us. We do not pay for consequential loss, such as lost profit or a missed appointment.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that the law of England and Wales does not allow us to limit. Your rights under the Consumer Rights Act 2015 are unchanged. If you are a consumer, you may also have rights that cannot be excluded.

7. Cancellation

You may cancel a booking before we have collected the parcel or before you have dropped it at a collection centre, by using your account or by emailing us. If we have not started the carriage, we will refund the price you paid for that booking.

After the parcel is in our network, the booking is for a service that has started. Refunds after that point follow the Claims and complaints page, and any refund we owe under the Consumer Rights Act 2015.

8. Using the website and app

We grant you a personal right to use the website and app to quote, book, pay, and track. You must keep your password confidential and tell us if you think someone else has used your account.

You must not misuse the service: that includes attempting to break access controls, scraping in a way that degrades the service, or using another person’s payment details without authority. We may suspend an account that we reasonably believe is being misused.

9. Other terms

Prohibited and restricted items, the Privacy notice, the Cookie policy, and Claims and complaints are part of the information we give you with these terms. If those pages conflict with this page on liability or your statutory rights, this page and those statutory rights prevail.

We may update these terms. The version on this page on the day you pay applies to that booking. Continued use of an account after we post a change applies to later bookings.

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, except that if you are a consumer you may also bring a claim in the courts of the part of the United Kingdom in which you live. Questions about a booking: [SUPPORT_EMAIL].