Terms of Service

You must be at least 18 years old to register an account or place an order. By using our platform, you confirm that you meet this requirement.

You agree to provide accurate, current, and complete information during registration and to keep your account details up to date. Accounts created with false information may be suspended without notice.

You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately at support@sendsimply.co.uk if you believe your account has been compromised. We are not liable for any loss arising from unauthorised use of your account.

Each individual or business may hold one active account. We reserve the right to merge or remove duplicate accounts.

We provide on-demand collection and delivery of parcels, packages, food, and goods within our operating area. Services are subject to availability and operating hours, which are published in the app and on our website.

Customers can place marketplace and courier orders every day from 8am to 9pm (UK time). Individual marketplace shops may be closed or paused within these hours.

Merchants registered on our platform may access additional features including our marketplace listing, API integration, and warehouse storage. Merchant services are governed by a separate Merchant Agreement entered into at onboarding.

Services are available within our defined delivery zone. We reserve the right to adjust our service area at any time. Orders placed outside the active service area will not be accepted.

We reserve the right to decline or cancel any order at our sole discretion, including where the order involves prohibited items, unsafe conditions, or violations of these terms.

An order is confirmed only after you receive an in-app or email confirmation. Submission of an order does not guarantee acceptance.

• Provide accurate pickup and delivery addresses, contact names, and phone numbers.
• Ensure someone is available at the collection and delivery location at the specified time.
• Ensure packages are properly and securely packaged before collection.
• Comply with all applicable laws regarding the goods you send.
• Declare the correct nature and value of the goods.

If delivery cannot be completed due to recipient unavailability, we will attempt to contact you via the details provided. Additional charges may apply for re-delivery attempts. We are not liable for any loss arising from leaving parcels in a safe place as directed by you.

Delivery charges are calculated automatically by our platform at the point of booking. Pricing takes into account a variety of factors relevant to the nature and logistics of each delivery. Exact pricing methodology is proprietary to SendSimply. The price displayed at checkout is the price you will pay — there are no hidden surcharges added after booking.

Full payment is required at the time of booking. We accept major debit and credit cards processed securely by our payment provider (Stripe). We do not store card details on our servers.

• Orders cancelled before a courier is assigned are fully refunded.
• Orders cancelled after courier assignment may incur a cancellation fee reflecting the courier's travel costs.
• Where a delivery cannot be completed due to circumstances within our control, you will receive a full refund.
• Refunds are processed within 5–10 business days to your original payment method.

Any payment disputes must be raised within 14 days of the order date by contacting us at billing@sendsimply.co.uk. We will investigate and respond within 5 working days.

We take reasonable care to deliver your items safely and on time. However, our liability for loss or damage to goods in transit is limited to £100 per delivery by default, unless you purchase additional cover at the time of booking.

We are not liable for:

• Loss or damage caused by inadequate packaging by the sender.
• Delays caused by circumstances beyond our reasonable control (e.g., extreme weather, road closures, civil unrest).
• Loss of contents from unsealed or improperly secured packages.
• Indirect or consequential loss, including loss of profit, business, or opportunity.
• Prohibited or restricted items sent in violation of Section 5.

Items with a declared value exceeding £100 require prior arrangement and may require specialist handling. Please contact us before booking if your item falls into this category.

Claims for loss or damage must be submitted in writing to claims@sendsimply.co.uk within 7 days of the scheduled delivery date. Late claims will not be accepted. We may request photographic evidence and packaging details.

We may suspend or terminate your account at any time with or without notice if we believe you have breached these terms, engaged in fraudulent activity, abused our platform or staff, or if required to do so by law.

You may close your account at any time by contacting support@sendsimply.co.uk. Closure does not affect any outstanding orders or outstanding payment obligations.