Terms of Service

Please read these Terms of Service carefully before using the SendSimply platform. By creating an account or placing an order, you confirm that you have read, understood, and agree to be bound by these terms. If you do not agree, please do not use our services.

1. About SendSimply

SendSimply is an on-demand last-mile delivery service operating in Colchester, Essex, and surrounding areas. We use a 100% electric cargo-bike fleet to provide fast, sustainable, and reliable courier services to individuals and businesses ("Customers" and "Merchants"). References to "we", "us", or "our" mean SendSimply. References to "you" or "your" mean anyone using our platform.

2. Eligibility & Account Registration

2.1 Age Requirement

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.

2.2 Accurate Information

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.

2.3 Account Security

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.

2.4 One Account Per Person

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

3. Our Services

3.1 Delivery Services

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.

3.2 Operating Hours

Standard courier delivery requests are available during our published operating hours (Monday–Saturday 9:30 AM–9:00 PM; Sunday 10:00 AM–7:00 PM). Hours may vary on public holidays or during exceptional circumstances.

3.3 Merchant Services

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.

3.4 Service Area

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.

3.5 Right to Refuse

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.

4. Placing Orders

4.1 Order Confirmation

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

4.2 Your Responsibilities

• 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.

4.3 Unattended Deliveries

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.

5. Prohibited Items

You must not send any of the following items via SendSimply:

• Illegal drugs, controlled substances, or drug paraphernalia.
• Firearms, ammunition, or any weapons.
• Hazardous, flammable, explosive, or radioactive materials.
• Live animals or organic perishables requiring specialist handling.
• Cash, banknotes, negotiable instruments, or bearer bonds.
• Human remains, body parts, or biological samples.
• Pornographic or obscene material.
• Items whose import, export, or possession is prohibited by law.
• Any goods whose transport would constitute a criminal offence.

We may open and inspect any package where we have reasonable grounds to suspect it contains prohibited items or poses a safety risk. Delivery of any prohibited item will be refused and may be reported to the relevant authorities. You will remain liable for any costs, fines, or damages arising.

6. Pricing & Payment

6.1 How Pricing Works

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.

6.2 Payment

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.

6.3 Cancellations & Refunds

• 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.

6.4 Disputes

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.

7. Liability & Insurance

7.1 Our Liability

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.

7.2 Exclusions

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.

7.3 High-Value Items

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.

7.4 Claims Process

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.

8. Couriers

Our couriers are self-employed independent contractors who operate under a separate Courier Agreement. Couriers are vetted, trained, and insured. We are responsible for the standard of service provided and act as the service provider to you — the courier's independent contractor status does not limit your rights as a customer. Couriers must comply with road traffic law at all times.

9. Intellectual Property

All content on the SendSimply platform — including the name, logo, software, design, text, and graphics — is the exclusive property of SendSimply and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without express written permission.

10. Suspension & Termination

10.1 By Us

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.

10.2 By You

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.

11. Governing Law & Disputes

These Terms are governed by the laws of England and Wales. Any disputes arising from or related to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you have a complaint, please contact us first — we are committed to resolving disputes fairly and promptly. Where a dispute cannot be resolved directly, you may be entitled to refer it to an alternative dispute resolution scheme or the UK courts.

12. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via email or in-app notification at least 14 days before they take effect. Your continued use of the platform after the effective date constitutes acceptance of the revised Terms.

13. Contact

For any questions relating to these Terms, please contact:
legal@sendsimply.co.uk
SendSimply, Colchester, Essex, United Kingdom

Read the Privacy Policy or contact legal@sendsimply.co.uk.