Terms & Conditions

ParcelMatch Terms & Conditions – Important Information About Our Services

About ParcelMatch

These Terms and Conditions govern the use of services provided by ParcelMatch Limited, company number 16447279. By placing an order through our platform, you agree to be bound by these terms.

Please read this document carefully, as it explains our responsibilities, your obligations, limitations of liability, compensation options, and the rules relating to items sent through our network.

Information about our services, pricing, transit times, restrictions, and available protection options can be found on our website. Key booking details will also be provided via email and/or within your ParcelMatch account following confirmation of your order.

Shipment Protection

During the booking process, customers may choose to purchase optional Shipment Protection.

If Shipment Protection Is Not Purchased

Where a valid claim arises and ParcelMatch is found liable, compensation will be limited to the amount paid for the transport service only.

If Shipment Protection Is Purchased

Customers may select one of the following levels of protection:

• Protection against loss and damage; or
• Protection against loss only.

Where a claim is accepted, compensation will be determined according to the protection option selected and the eligibility of the goods being shipped.

Restricted, Excluded and Limited-Coverage Items

Before booking a shipment, customers must review the lists of Restricted Items, Excluded Items, and Loss-Only Items available on the ParcelMatch website. These lists may be updated periodically.

Certain goods may require additional information or approval before they can be accepted for carriage.

Restricted Items

Restricted Items must not be sent through any ParcelMatch service.

If such items are discovered within a shipment, ParcelMatch reserves the right to refuse, return, dispose of, or otherwise deal with the shipment as deemed appropriate.

ParcelMatch accepts no responsibility for any loss, damage, delay, destruction, seizure, or other consequences arising from the shipment of Restricted Items.

Shipment Protection does not apply to Restricted Items under any circumstances.

Excluded Items

Excluded Items may be accepted for transportation but are not eligible for compensation or Shipment Protection.

ParcelMatch shall not be liable for any loss, damage, deterioration, delay, or consequential loss relating to these items, regardless of whether additional protection has been purchased.

Loss-Only Items

Certain goods are classified as Loss-Only Items.

For these items:

• Compensation for physical damage is not available.
• Claims may only be considered where the item is confirmed lost in transit.
• Where no Shipment Protection has been purchased, liability is limited to the transport charges paid.
• Where Shipment Protection has been purchased, compensation for an approved loss claim will be limited to the lower of:
• the protection value selected at the time of booking; or
• the proven market value of the goods immediately before the loss occurred.

Customers are responsible for retaining proof of value and any supporting documentation that may be required when submitting a claim.

Important Information Regarding Liability and Service Terms

We encourage all customers to carefully review the sections relating to Liability, Limitation of Liability, and Compensation, as these provisions explain the extent of ParcelMatch's responsibilities and the circumstances in which compensation may be available.

Certain rights and protections available to consumers may not apply to business customers. For the purposes of these Terms and Conditions, a business customer is any individual, company, partnership, or organisation purchasing services primarily for commercial, trade, professional, or business-related purposes.

By placing an order with ParcelMatch, you acknowledge and agree to the following:

• Service details, collection times, and delivery arrangements may occasionally differ from the original booking due to operational requirements or circumstances beyond our control.
• All bookings are subject to review and acceptance by ParcelMatch before a contract is formed.
• We reserve the right to decline or cancel any booking at our discretion.
• Unless specifically agreed in writing, ParcelMatch does not provide personnel or equipment for loading or unloading goods at collection or delivery locations.
• Where specialist lifting, handling, or loading equipment is required, it is the sender's responsibility to ensure it is available. ParcelMatch shall not be liable for any loss or damage resulting from the absence of such equipment.
• Delivery services generally include one delivery attempt. Where delivery cannot be completed, the shipment may be left in a safe location, delivered to an authorised alternative recipient, held at a depot, or returned to the sender.
• Any return transportation costs arising from failed deliveries may be charged to the customer.
• ParcelMatch reserves the right to dispose of goods that are severely damaged, abandoned, unsafe, or otherwise unsuitable for continued transportation.
• Customers must provide all information reasonably required for the successful completion of the service and cooperate fully with ParcelMatch and its delivery partners.
• Illegal, dangerous, prohibited, or restricted goods must not be submitted for carriage. Customers remain fully responsible for any consequences arising from the shipment of such items.
• Certain goods may require prior approval before transportation and some goods may be excluded entirely from our network.
• Consumers who book online, by telephone, or through other distance-selling methods may have statutory cancellation rights in accordance with applicable consumer protection laws.
• Business customers and ParcelMatch may terminate their contractual relationship in accordance with the provisions set out within these Terms and Conditions.
• Compensation and liability are subject to the limitations, exclusions, and conditions detailed within these Terms.
• Customers may be required to reimburse ParcelMatch for costs, losses, expenses, penalties, or claims resulting from inaccurate information, breaches of these Terms, or other customer-related failures.
• Additional requirements may apply to international shipments, including customs declarations, duties, taxes, regulatory compliance, and shipments to the European Union, Northern Ireland, or other overseas destinations.
• Customers are responsible for ensuring that all parcels and freight are securely packaged and suitable for transportation.
• ParcelMatch actively monitors bookings and account activity to prevent fraud, abuse, and misuse of services and reserves the right to suspend or terminate accounts where concerns arise.
• Claims for loss, damage, delay, or other issues must be submitted in accordance with the ParcelMatch Claims Procedure and within the applicable time limits.
• Customers agree to indemnify ParcelMatch against third-party claims, losses, liabilities, fines, or expenses arising from their actions, omissions, or breaches of these Terms.
• Business account holders must settle invoices within the agreed payment period stated on the invoice unless alternative arrangements have been approved in writing.
• Customers using non-credit account services must pay all charges at the time of booking or within the payment period specified for the service selected.
• Interest and recovery costs may be charged on overdue business account balances where permitted by law.
• Shipping charges are calculated using the dimensions, weight, and information provided by the customer. Additional fees may be applied where shipments are found to be larger, heavier, or different from the declared details.
• Additional charges may apply for services requested during weekends, public holidays, bank holidays, remote locations, or other exceptional circumstances.
• Value Added Tax (VAT) and any other applicable taxes shall be payable where required by law.
• ParcelMatch reserves the right to suspend services, withhold shipments, close accounts, or refuse future bookings where payment obligations have not been met or fraudulent activity is suspected.
• ParcelMatch may offer prepaid account facilities or account credit services, which are subject to separate terms and approval requirements.
• Certain services, including pallet deliveries, specialist freight movements, and services provided by selected carrier partners, may be subject to additional terms and conditions.
• Personal information provided to ParcelMatch will be collected, stored, processed, and used in accordance with our Privacy Policy.

ParcelMatch reserves the right to amend these Terms and Conditions from time to time. Customers should review the latest version before placing any new booking.

Our address is ParcelMatch Unit 12, Marbridge House, Harolds Road, Harlow CM19 5BJ.

ParcelMatch Standard Terms and Conditions

1. Definitions and Interpretation

In these Terms and Conditions, the following expressions shall have the meanings set out below:

"Agreement" Means these Terms and Conditions together with any Booking Confirmation, Service Order, quotation, account agreement, or other document forming part of the contract between ParcelMatch and the Customer.

"Collection Address" The location where a Shipment is collected from the Sender or made available for collection.

"Shipment" Any parcel, pallet, freight item, package, document, or goods accepted, intended to be accepted, or arranged for carriage through ParcelMatch.

"Damaged Shipment" A Shipment that has suffered physical damage, deterioration, contamination, or has become unsafe for handling, transportation, storage, or delivery.

"Delivery Address" The location specified for the delivery of a Shipment.

"Excluded Risks" The events, circumstances, and liabilities specifically excluded from compensation or liability under these Terms and Conditions.

"Loss-Only Items" Items designated by ParcelMatch as eligible for compensation in the event of complete loss only and not for damage claims.

"Excluded Items" Items that may be accepted for carriage but are not eligible for compensation, protection, or reimbursement.

"Oversized Shipment" Any Shipment exceeding the declared or permitted dimensions, weight, volume, or service restrictions applicable to the selected service.

"Prepaid Account" A customer account funded in advance and used to pay for future ParcelMatch services.

"Restricted Items" Goods that are prohibited, restricted, dangerous, unlawful, or otherwise not accepted for transportation through ParcelMatch.

"Service" The booking, collection, transportation, handling, storage, tracking, delivery, and related logistics services arranged by ParcelMatch.

"Booking Confirmation" The order summary and service details issued by ParcelMatch following acceptance of a booking request.

"ParcelMatch", "we", "our", or "us" ParcelMatch, its employees, directors, agents, contractors, subcontractors, partner carriers, and service providers acting on its behalf.

"Customer", "Sender", or "you" The individual, business, organisation, or entity purchasing or using the Services.

2. Entire Agreement (Business Customers)

Where the Customer is acting in the course of business, these Terms and Conditions together with any Booking Confirmation constitute the entire agreement between the parties.

The Customer confirms that they have not relied upon any statement, representation, promise, marketing material, or warranty that is not expressly included within the Agreement.

3. Our Services

ParcelMatch operates primarily as a technology platform and logistics intermediary that facilitates bookings between customers and independent transport providers, courier companies, freight operators, pallet networks, and other logistics service providers.

Except where expressly stated otherwise, ParcelMatch does not itself transport, carry, store, or deliver goods.

The Customer acknowledges that transportation services may be performed by independent third-party carriers whose own terms, conditions, liability limits, operating procedures, and compensation rules may apply in addition to these Terms and Conditions.

ParcelMatch's role is limited to arranging and administering the booking and associated services.

3.1 Service Details and Charges

Before a booking is confirmed, ParcelMatch will provide details of:

• The service being purchased;
• The collection and delivery information supplied;
• Applicable charges and fees;
• Any optional services selected.

3.1.1 Account Security and Authorised Use

Customer is responsible for maintaining own account and login details, any use from customer login, shall be deemed to have been authorised by the Customer.

• Customer responsible for login credentials.
• Orders placed using account credentials deemed authorised.
• ParcelMatch not liable for unauthorised access caused by customer negligence.

These details will form part of the Booking Confirmation issued after acceptance of the order.

3.2 Changes to Services

ParcelMatch reserves the right to amend, adjust, substitute, or modify any aspect of the Service where reasonably necessary, including but not limited to:

• Compliance with legal or regulatory requirements;
• Health and safety obligations;
• Operational requirements;
• Circumstances arising from inaccurate information provided by the Customer;
• Circumstances beyond our reasonable control.

Where appropriate, we will notify the Customer of any significant changes.

3.3 Customer Requests for Amendments

Requests to alter a booking after submission must be made as soon as possible.

Any amendment remains subject to ParcelMatch approval and may result in revised charges, collection schedules, delivery dates, or service terms.

Where an amendment is accepted, an updated Booking Confirmation may be issued.

3.4 Formation of Contract

A booking request does not constitute acceptance by ParcelMatch.

A legally binding contract is formed only when ParcelMatch confirms acceptance of the booking by issuing a Booking Confirmation or otherwise confirming acceptance in writing.

3.5 Refusal of Bookings

ParcelMatch reserves the right to decline, suspend, cancel, or refuse any booking, including where:

• The requested service is unavailable;
• Payment authorisation cannot be obtained;
• Fraud prevention checks fail;
• The goods are prohibited or restricted;
• Information provided is incomplete or inaccurate;
• Pricing or system errors have occurred;
• The booking presents an unacceptable operational or commercial risk.

Where payment has already been taken, any applicable refund will be processed in accordance with our refund policy.

3.6 Standard of Service

ParcelMatch will exercise reasonable care, skill, and diligence in arranging and providing its services.

Where we fail to meet this standard, our liability shall be limited to the remedies available under these Terms and Conditions.

3.7 Circumstances Beyond Our Control

ParcelMatch shall not be responsible for delays, failures, interruptions, or inability to perform services caused by events outside our reasonable control, including but not limited to:

• Severe weather conditions;
• Road closures and traffic disruption;
• Industrial action;
• Vehicle breakdowns;
• Public health emergencies;
• Natural disasters;
• Acts of government;
• Border restrictions;
• Security incidents;
• Civil unrest;
• Power or telecommunications failures.

Where reasonably practicable, we will take steps to minimise disruption and keep customers informed.

3.8 Customer-Caused Delays or Disruptions

All delivery and transit times quoted by us or our carriers are estimates only, based on historical service performance. Delivery dates and times are not guaranteed unless expressly stated and purchased as a guaranteed service.

Transit times may be affected by factors beyond our control, including traffic, weather conditions, customs delays, operational disruptions, and other unforeseen events. We shall not be liable for any loss or damage arising from delivery delays.

ParcelMatch shall not be liable for delays, failed collections, failed deliveries, additional costs, or service failures resulting directly or indirectly from actions or omissions by the Customer, including:

• Incorrect addresses;
• Inaccurate shipment details;
• Incorrect weights or dimensions;
• Poor packaging;
• Missing documentation;
• Failure to provide access;
• Failure to make goods available for collection;
• Inadequate labelling.

Where such circumstances arise, ParcelMatch may:

• Revise delivery schedules;
• Apply additional charges;
• Suspend services until the issue is resolved;
• Modify the service arrangement as reasonably required.

Any resulting costs incurred by ParcelMatch may be charged to the Customer.

4. Collection, Loading and Unloading

4.1 Customer Responsibility for Loading and Unloading

Unless expressly agreed in writing, ParcelMatch and its carrier partners are not responsible for providing additional labour, lifting equipment, forklifts, pallet trucks, cranes, or other specialist handling equipment required for the loading or unloading of Shipments.

The driver attending the collection or delivery location shall not be obliged to undertake loading, unloading, carrying goods into premises, or any activity beyond standard kerbside collection and delivery procedures.

4.2 Special Handling Requirements

Where a Shipment requires specialist equipment, lifting machinery, additional personnel, or other special handling arrangements, it is the Customer's responsibility to ensure that such resources are available at both the collection and delivery locations.

If required equipment or assistance is unavailable and the carrier nevertheless agrees to proceed with loading or unloading, this shall be entirely at the Customer's risk.

ParcelMatch and its carrier partners shall not be liable for any loss, damage, injury, delay, or costs arising from loading or unloading undertaken in these circumstances.

The Customer agrees to indemnify and hold harmless ParcelMatch, its employees, agents, subcontractors, and carriers against any claims, liabilities, damages, expenses, or losses arising from the absence of appropriate equipment or assistance.

5. Collection and Delivery Services

5.1 Delivery Attempts

Unless otherwise stated, delivery services include a single delivery attempt to the address specified in the booking.

Where delivery cannot be completed because the recipient is unavailable or access cannot be obtained, the carrier may, at its discretion:

• Deliver to a neighbour or nearby authorised address;
• Leave the Shipment in a secure location deemed reasonably safe;
• Redirect the Shipment to a local depot or collection point;
• Arrange redelivery subject to additional charges; or
• Return the Shipment in accordance with these Terms.

Any delivery completed using one of these methods shall be treated as a successful delivery.

5.2 Undelivered Shipments

Where a Shipment cannot be delivered after reasonable attempts, the carrier may hold the Shipment pending further instructions.

If no suitable delivery arrangements are made within a reasonable period, ParcelMatch may arrange for the Shipment to be returned to the sender.

Any return transport costs, storage charges, administration fees, customs charges, or other associated costs shall be payable by the Customer before the Shipment is released or returned.

The return address will normally be the collection address or another address supplied by the Customer.

5.3 Damaged, Dangerous or Abandoned Shipments

Where a Shipment becomes damaged, unsafe, contaminated, abandoned, perishable, hazardous, or otherwise unsuitable for transportation or storage, ParcelMatch reserves the right to take whatever action it reasonably considers necessary.

Such action may include:

• Isolation of the Shipment;
• Disposal of the Shipment;
• Destruction of the Shipment;
• Sale of the Shipment where permitted by law;
• Transfer to a third-party facility.

ParcelMatch shall not be liable for any resulting loss where such action is reasonably required to protect people, property, the environment, or other Shipments.

6. Use of Third-Party Carriers

6.1 Carrier Network

ParcelMatch operates as a transport and logistics platform and may arrange carriage through approved third-party carriers, couriers, hauliers, freight operators, and logistics providers.

The Customer authorises ParcelMatch to engage such third parties as necessary to perform the Services.

6.2 Benefit of Liability Limitations

Any subcontractor, carrier, courier, driver, agent, warehouse operator, or logistics provider engaged by ParcelMatch shall be entitled to rely upon the same exclusions, limitations of liability, protections, and defences contained within these Terms and Conditions as if they were a direct party to the Agreement.

7. Customer Responsibilities

7.1 Customer Cooperation and Information

The Customer shall provide all information reasonably required to enable ParcelMatch and its carriers to perform the Services efficiently and safely.

The Customer agrees to:

7.1.1 Accurate Booking Information

Provide complete, accurate, and truthful information relating to the Shipment, including addresses, contact details, dimensions, weight, value, contents, and any special handling requirements.

7.1.2 Assistance and Cooperation

Provide reasonable assistance and cooperation throughout the collection, transportation, and delivery process.

7.1.3 Safe Access

Ensure that collection and delivery locations are accessible, safe, and free from hazards that may pose risks to drivers, vehicles, equipment, or other persons.

7.1.4 Supporting Documentation

Supply any documentation, licences, permits, declarations, customs paperwork, or other information reasonably required for transportation and delivery.

7.2 Illegal or Unlawful Goods

ParcelMatch will not knowingly arrange the transportation of any goods whose possession, transportation, importation, exportation, or delivery is unlawful.

The Customer warrants that all Shipments comply with applicable laws and regulations.

The Customer shall indemnify ParcelMatch against all claims, penalties, fines, losses, damages, costs, or expenses arising from any breach of this obligation.

7.3 Restricted and Prohibited Goods

7.3.1 Goods Requiring Prior Approval

Certain categories of goods may only be transported with prior written approval from ParcelMatch or the selected carrier.

These may include, but are not limited to:

• ADR dangerous goods;
• Perishable goods;
• Liquids;
• Live animals;
• Hazardous materials;
• Chemicals;
• Firearms and controlled items;
• Flammable substances;
• Lithium Batteries;
• Weapons;
• Medical products;
• Controlled substances;
• Valuable items.

In addition, any goods listed within ParcelMatch's Restricted Items or Prohibited Items lists must comply with the applicable requirements.

7.3.2 Unauthorised Goods

Where prohibited or undeclared restricted goods are discovered, ParcelMatch may refuse transportation, suspend the booking, return the goods, surrender them to relevant authorities, or dispose of them where necessary.

Any costs incurred as a result shall be recoverable from the Customer.

ParcelMatch shall have no liability for any resulting loss.

7.3.3 Ownership and Authority

The Customer confirms that they either own the goods being shipped or have full legal authority from the owner to arrange transportation of those goods.

ParcelMatch reserves the right to refuse any Shipment where ownership or authority cannot be reasonably established.

7.4 Proof of Delivery

7.4.1 Delivery Confirmation

Electronic signatures, photographs, GPS records, delivery scans, digital acknowledgements, delivery notes, or other records maintained by the carrier shall constitute sufficient evidence that delivery has been completed.

Such records shall constitute prima facie evidence of delivery unless clear evidence of fraud or misconduct is demonstrated.

7.4.2 Industrial Action

Drivers, couriers, and carrier personnel shall not be required to undertake duties outside the normal scope of their responsibilities or perform work intended to replace employees involved in industrial action, labour disputes, strikes, or lockouts.

8. Cancellation and Termination

8.1 Consumer Cancellation Rights

If you are a consumer and have purchased our Services online, by telephone, or through another distance-selling method, you may have the right to cancel your booking within 14 calendar days from the date your booking is accepted by ParcelMatch.

This right is subject to applicable consumer protection legislation and the limitations set out within these Terms and Conditions.

8.2 Loss of Cancellation Rights After Service Commencement

Your statutory cancellation rights may cease once the Services have been fully performed.

Where collection, transportation, delivery, or other booked Services have been completed, you will no longer be entitled to cancel the contract or claim a refund, even if the 14-day cancellation period has not yet expired.

8.3 Charges for Services Already Performed

If you exercise your right to cancel after ParcelMatch or its carrier partners have commenced providing the Services, you shall remain responsible for payment of any Services already supplied up to the date of cancellation.

Where a Shipment has already entered the carrier network, you may also be responsible for any costs associated with storage, retrieval, return transportation, or redirection of the Shipment.

8.4 How to Request Cancellation

Requests to cancel a booking must be submitted to ParcelMatch through one of the approved communication channels available on our website, including customer support, live chat, email, or any online cancellation facility provided.

To process a cancellation request, we may require:

• Your full name;
• Booking reference number;
• Collection and delivery details;
• Contact telephone number;
• Registered email address; and
• Any other information reasonably required to identify the booking.

8.5 Refund Processing

Where a cancellation qualifies for a refund under these Terms and Conditions or applicable law, ParcelMatch will process the refund within a reasonable period following confirmation of the cancellation request.

Refunds will normally be issued using the same payment method originally used for the booking unless otherwise agreed.

ParcelMatch reserves the right to deduct any charges relating to Services already performed, carrier costs incurred, administration fees where permitted by law, or any other amounts properly due.

8.6 Unused Shipping Labels

Where shipping labels, collection references, barcodes, QR codes, or similar documentation have been issued in connection with a cancelled booking, such documentation must not be used.

Any use of a cancelled label or booking reference may result in the original booking charges, together with any additional carrier charges, being recovered from the Customer.

ParcelMatch reserves the right to collect such charges using the original payment method provided at the time of booking.

8.7 Business Customer Termination Rights

Where the Customer is acting in the course of business, either party may terminate the Agreement:

8.7.1 Notice Termination

By providing not less than 30 days' written notice to the other party.

8.7.2 Immediate Termination

Immediately by written notice where the other party:

• Commits a material breach of these Terms and Conditions;
• Fails to make payments when due;
• Becomes insolvent;
• Enters administration, liquidation, receivership, bankruptcy, or a similar insolvency process;
• Ceases trading; or
• Is reasonably believed to be unable to meet its financial obligations.

8.8 Consequences of Termination

Termination of the Agreement shall not affect any rights, obligations, claims, or liabilities that have accrued before the termination date.

8.8.1 Outstanding Charges

The Customer shall immediately pay all outstanding invoices, fees, charges, interest, and other sums due to ParcelMatch.

8.8.2 Shipments Already in Transit

Where a Shipment has been accepted and paid for before termination, ParcelMatch may continue to perform the Service and complete delivery in accordance with these Terms.

8.8.3 Unpaid Shipments

Where a Shipment has been accepted but payment remains outstanding, ParcelMatch may suspend delivery, retain possession of the Shipment, return the Shipment, or take any other action permitted under these Terms or applicable law.

8.8.4 Existing Rights Preserved

Any right to recover losses, damages, costs, expenses, or other remedies arising before termination shall remain enforceable after the Agreement ends.

8.8.5 Continuing Provisions

Any clause intended to survive termination, including those relating to payment obligations, liability limitations, indemnities, dispute resolution, confidentiality, data protection, and governing law, shall continue in full force and effect following termination of the Agreement.

9. Liability and Compensation

IMPORTANT NOTICE

Customers are advised to read this section carefully as it explains the limitations of ParcelMatch's liability and the circumstances under which compensation may or may not be payable.

9.1 Basis of Liability

ParcelMatch will exercise reasonable care and skill in arranging and providing its Services. However, the transportation of goods involves inherent risks, and loss, damage, delay, misdelivery, theft, or destruction may occur despite reasonable precautions.

Accordingly, our liability is limited as set out in this Section 9.

The limitations contained within these Terms are considered reasonable because:

9.1.1 Unknown Value of Goods

ParcelMatch is generally unable to verify the true value, condition, age, depreciation, rarity, or commercial significance of goods submitted for carriage. Such information is known primarily by the Customer.

9.1.2 Disproportionate Risk

The potential value of claims may significantly exceed the charges paid for transportation services.

9.1.3 Insurance Considerations

Customers are generally able to obtain specialist insurance more suited to the value and nature of their goods than ParcelMatch could reasonably provide within standard transport charges.

9.1.4 Competitive Pricing

The Services are offered on the basis that liability is restricted so that transport costs remain commercially competitive.

9.1.5 Optional Shipment Protection

Customers have the opportunity to purchase additional Shipment Protection for eligible goods where greater compensation limits are required.

9.2 Shipment Protection

ParcelMatch offers optional Shipment Protection for eligible Shipments to provide enhanced compensation in the event of loss or, where applicable, damage during transit. Shipment Protection is not an insurance policy and is subject to the terms, limits, exclusions, and eligibility requirements set out in these Terms and Conditions. Customers are responsible for ensuring that Shipment details and declared values are accurate at the time of booking.

9.2.1 Optional Protection

During the booking process, Customers may purchase optional Shipment Protection for eligible goods.

Available protection options may include:

• Loss and Damage Protection
• Loss Only Protection

The compensation available will depend upon the protection level selected and the eligibility of the goods being shipped.

9.2.2 Conditions of Protection

Shipment Protection may be invalid where:

• Goods are inadequately packaged;
• Incorrect shipment information is supplied;
• The goods fall within Restricted Items, Excluded Items, or Loss-Only categories;
• The Customer breaches these Terms and Conditions;
• Carrier requirements are not complied with.

9.2.3 Acceptance of Risk

Where Shipment Protection is declined, the Customer accepts that compensation rights will be limited to the extent stated in these Terms.

9.3 General Limitation of Liability

ParcelMatch shall only be liable for direct loss or damage resulting from our negligence, breach of contract, or other legal responsibility.

Any claim shall be subject to:

• These Terms and Conditions;
• The Claims Procedure;
• Applicable carrier terms;
• Any applicable international transport conventions.

9.4 Excluded Liability

Except where prohibited by law, ParcelMatch shall not be liable for:

9.4.1 Incorrect Shipment Information

Any loss, damage, delay, surcharge, or claim arising from inaccurate dimensions, weight declarations, descriptions, values, addresses, customs information, or shipment details supplied by the Customer.

9.4.2 Unauthorised Repairs

Damage to goods that have been repaired, altered, disposed of, or modified without ParcelMatch's prior written approval.

9.4.3 Restricted, Excluded and Loss-Only Goods

Claims relating to:

• Restricted Items;
• Prohibited Goods;
• Excluded Items;
• Damage to Loss-Only Items.

9.4.4 Packaging Materials

Damage solely affecting external packaging, wrapping, cartons, labels, pallets, or protective materials.

9.4.5 Business and Economic Losses

Any:

• Loss of profit;
• Loss of business opportunity;
• Loss of contracts;
• Loss of revenue;
• Loss of goodwill;
• Loss of anticipated savings;
• Loss of market value;
• Loss of reputation.

9.4.6 Indirect and Consequential Losses

Any indirect, incidental, special, punitive, exemplary, or consequential loss, regardless of cause.

9.5 Excluded Events

ParcelMatch shall not be responsible for loss, damage, delay, or failure to perform arising from:

9.5.1 Force Majeure Events

Including:

• War;
• Terrorism;
• Civil unrest;
• Riot;
• Government action;
• Border restrictions;
• Public health emergencies;
• Epidemics or pandemics;
• Industrial disputes;
• Strikes;
• Severe weather;
• Natural disasters;
• Utility failures;
• Cyber attacks.

9.5.2 Nuclear and Radioactive Risks

Any nuclear, radioactive, chemical, biological, or hazardous contamination event.

9.5.3 Packaging Defects

Inadequate, defective, unsuitable, insufficient, or inappropriate packaging.

9.5.4 Circumstances Beyond Our Control

Traffic incidents, road closures, carrier disruption, customs delays, ferry delays, airport disruption, port congestion, mechanical failures, and similar events outside our reasonable control.

9.5.5 Customer-Caused Delays

Any delay, failed collection, failed delivery, or service disruption caused directly or indirectly by the Customer.

9.6 Standard Compensation Limits

Unless Shipment Protection has been purchased, ParcelMatch's maximum liability for any accepted claim shall be limited to the amount paid by the Customer for the affected Service.

This represents the total liability of ParcelMatch for all claims arising from the same Shipment.

9.7 Compensation Where Shipment Protection Has Been Purchased

For eligible goods covered by valid Shipment Protection:

9.7.1 Loss and Damage Protection

Compensation shall be limited to the lower of:

• The declared protection value purchased; or
• The proven replacement value of the goods immediately before the loss or damage occurred.

9.7.2 Loss Only Protection

Compensation shall be limited to the lower of:

• The declared protection value purchased; or
• The proven value of the goods immediately before the loss occurred.

Damage claims are excluded under Loss Only Protection.

9.8 Proof of Value and Evidence

Customers must retain and provide evidence supporting any claim, including:

• Purchase invoices;
• Sales receipts;
• Valuation documents;
• Photographs;
• Packaging evidence;
• Weight and dimension records.

Failure to provide satisfactory evidence may result in rejection or reduction of a claim.

9.9 Ownership Following Full Settlement

Where ParcelMatch pays compensation equal to the full assessed value of a Shipment, ownership of the affected goods may transfer to ParcelMatch or its insurer upon settlement.

ParcelMatch may then recover, dispose of, salvage, sell, or otherwise deal with the goods as it sees fit.

9.10 Liability That Cannot Be Excluded

Nothing within these Terms shall exclude or limit liability for:

9.10.1 Death or Personal Injury

Death or personal injury caused by negligence.

9.10.2 Fraud

Fraudulent conduct or fraudulent misrepresentation.

9.10.3 Statutory Rights

Any liability which cannot legally be excluded or restricted under applicable law.

9.10.4 Consumer Rights

Any mandatory consumer protections that apply under relevant legislation.

9.11 Business Customers

Where the Customer acts in the course of business, the Customer acknowledges that the liability limitations contained within these Terms have been taken into account when determining the prices charged for the Services.

9.12 Suspension Due to Customer Default

If the Customer's actions, omissions, inaccuracies, breaches, or failures prevent ParcelMatch from performing its obligations, ParcelMatch may:

9.12.1 Suspend Services

Suspend collections, deliveries, account facilities, or any other Services until the issue is resolved.

9.12.2 Exclude Liability

Decline responsibility for any resulting delay, loss, or additional cost.

9.12.3 Recover Costs

Recover from the Customer any costs, expenses, charges, penalties, storage fees, carrier charges, legal costs, or losses incurred as a result of the Customer's default.

10. International Shipments

For international shipments, ParcelMatch reserves the right to request proof of identity, proof of address, proof of ownership of goods, and any other information or documentation we reasonably require to comply with anti-money laundering, fraud prevention, sanctions, export control, or other legal and regulatory obligations. We may refuse, suspend, cancel, or delay any shipment where such information is not provided or where we reasonably suspect fraudulent, unlawful, or suspicious activity.

10.1 International Transport Conventions

Where ParcelMatch arranges the collection, transportation, or delivery of a Shipment across international borders, liability may be governed by mandatory international transport conventions, national laws, carrier conditions, customs regulations, and transport treaties applicable to the route used.

Where applicable, international road transport shall be subject to the provisions of the Convention on the Contract for the International Carriage of Goods by Road (CMR), as implemented in the United Kingdom by the Carriage of Goods by Road Act 1965 and any subsequent amendments.

To the extent that any provision of these Terms conflicts with mandatory provisions of the CMR Convention or any other applicable transport convention, the relevant convention shall take precedence.

By using ParcelMatch's international services, you acknowledge and accept that your rights and our liabilities may be limited by such conventions and legislation.

10.2 Air Transportation

Where all or part of a Shipment is transported by air, the carriage may be governed by the Montreal Convention, Warsaw Convention, or any successor international aviation agreement applicable to the route.

Where such conventions apply, liability for loss, damage, delay, or destruction of goods may be restricted to the limits established under those conventions, regardless of any higher value declared by the Customer unless otherwise agreed in writing.

10.3 Customs Duties, Taxes and Government Charges

The Customer is solely responsible for:

• Import duties;
• Customs duties;
• Excise duties;
• VAT, GST, sales taxes, or similar taxes;
• Customs clearance charges;
• Inspection fees;
• Brokerage fees;
• Storage charges;
• Government levies; and
• Any other charges imposed by customs authorities or government agencies.

ParcelMatch does not provide customs advice and accepts no responsibility for the calculation or payment of such charges.

Where ParcelMatch, a carrier, customs broker, or agent is required to pay any such charges on the Customer's behalf, the Customer shall reimburse the full amount immediately upon demand together with any administration fees reasonably incurred.

10.4 Customs Declarations and Commodity Codes

The Customer is solely responsible for ensuring that all customs declarations, commodity codes, tariff classifications, product descriptions, values, country of origin information, licences, permits, and supporting documentation are complete, accurate, and compliant with applicable laws.

This includes shipments destined for:

• European Union member states;
• Northern Ireland;
• Switzerland;
• Norway;
• International destinations outside the United Kingdom; and
• Any territory requiring customs declarations.

Incorrect or incomplete customs information may result in:

• Delays;
• Seizure of goods;
• Fines;
• Additional duties and taxes;
• Storage charges;
• Return shipping costs;
• Destruction of goods.

ParcelMatch shall not be liable for any loss arising from inaccurate customs information supplied by the Customer.

Customers may obtain tariff classification information from the UK Government Trade Tariff service before booking international shipments.

10.5 Customs Delays and Border Controls

ParcelMatch does not guarantee customs clearance times, border crossing times, import approvals, or release dates.

Any delay arising from customs inspections, government agencies, security screening, border controls, import restrictions, documentation reviews, sanctions checks, or similar regulatory procedures shall be outside ParcelMatch's control and shall not give rise to any claim for compensation.

10.6 Refused, Returned or Abandoned Shipments

Where a Shipment is:

• Refused by the recipient;
• Rejected by customs authorities;
• Unable to clear customs;
• Subject to import restrictions;
• Abandoned by the sender or recipient; or
• Returned for any regulatory reason,

the Customer shall remain responsible for all associated charges, including return transport costs, customs charges, storage fees, disposal costs, carrier charges, and administrative expenses.

ParcelMatch reserves the right to dispose of, destroy, auction, or otherwise deal with the Shipment where recovery, return, or continued storage is not commercially practical.

10.7 Claims for International Shipments

Any claim relating to an international Shipment must be submitted in accordance with ParcelMatch's Claims Procedure and within any time limits imposed by:

• These Terms and Conditions;
• The applicable carrier;
• The CMR Convention;
• The Montreal Convention; or
• Any other applicable law or international transport convention.

Failure to comply with such requirements may result in the claim being rejected.

1. Packaging, Labelling and Shipment Preparation

11.1 Customer Responsibility for Shipment Preparation

The Customer is solely responsible for ensuring that each Shipment is properly prepared for transportation and is suitable for the selected service, destination, mode of transport, and handling processes.

11.2 Packaging Standards

11.2.1 Adequate Packaging

All Shipments must be securely packaged using appropriate materials and methods sufficient to withstand normal transportation, sorting, handling, loading, unloading, storage, and delivery operations.

11.2.2 Fragile and Sensitive Goods

Where goods are fragile, delicate, temperature-sensitive, perishable, electronic, or otherwise susceptible to damage, the Customer must take all necessary precautions and use appropriate protective packaging.

11.2.3 Retail and Manufacturer Packaging

Retail, presentation, display, or manufacturer packaging is generally not designed for transportation and must be protected by suitable external packaging where necessary.

11.2.4 Prevention of Loss or Damage

The Customer must ensure that packaging prevents movement of contents, leakage, contamination, deterioration, theft, or damage during transit.

11.3 Labelling Requirements

11.3.1 Accurate Labelling

The Customer shall ensure that all labels, carrier labels, customs documentation, handling instructions, and delivery information are accurate, legible, complete, and securely attached.

11.3.2 Removal of Old Labels

The Customer must remove or fully obscure any previous shipping labels, barcodes, markings, or delivery instructions that may interfere with transportation or delivery.

11.4 Loading and Collection Readiness

11.4.1 Collection Readiness

Shipments must be fully packaged, labelled, and ready for collection at the agreed collection time.

11.4.2 Safe Loading

Where the Customer is responsible for loading goods, the Customer shall ensure that loading is carried out safely and that goods are properly secured for transportation.

11.5 Consequences of Non-Compliance

ParcelMatch and its carrier partners may refuse, suspend, delay, return, repackage, or cancel any Shipment that does not comply with these requirements.

Any additional costs, charges, losses, delays, damages, repackaging expenses, storage fees, disposal costs, or carrier surcharges arising from non-compliance shall be payable by the Customer.

11.6 Customer Liability

The Customer shall remain fully responsible for any loss, damage, contamination, injury, delay, claim, cost, expense, or liability arising from inadequate packaging, incorrect labelling, insufficient protection, unsafe loading, or failure to comply with this Section.

12. Fraud Prevention and Misuse of Services

12.1 Monitoring and Verification

ParcelMatch actively monitors bookings, accounts, transactions, shipment information, and customer activity to detect and prevent fraud, abuse, misuse, unlawful activity, and breaches of these Terms and Conditions.

Activities that may be considered fraudulent, misleading, or abusive include (without limitation):

• Providing incorrect weights or dimensions;
• Misdeclaring the contents or value of a Shipment;
• Using false identities or payment details;
• Creating multiple accounts to avoid charges, restrictions, or account suspensions;
• Manipulating pricing systems;
• Attempting to obtain compensation through false claims;
• Using ParcelMatch services for unlawful purposes;
• Circumventing carrier restrictions or service rules.

ParcelMatch shall have sole discretion in determining whether activity appears fraudulent, suspicious, misleading, or abusive.

12.2 Action We May Take

Where ParcelMatch reasonably suspects fraud, misuse, or attempted fraud, we reserve the right to take any action we consider necessary to protect our business, carriers, customers, and service partners.

Such action may include:

12.2.1 Additional Charges

Charging the Customer:

• Any underpaid transport charges;
• Any pricing difference resulting from inaccurate shipment information;
• Carrier surcharge corrections;
• Administration fees;
• Investigation costs;
• Storage charges;
• Return charges; and
• Any losses, expenses, penalties, claims, or costs incurred by ParcelMatch.

12.2.2 Suspension of Services

Suspending access to all or part of our Services until:

• Outstanding balances are paid;
• Investigations are completed;
• Verification requirements are satisfied; and
• We are reasonably satisfied that future misuse is unlikely.

ParcelMatch shall not be liable for any losses arising from such suspension.

12.2.3 Account Restrictions

We may:

• Suspend accounts;
• Close accounts;
• Restrict booking privileges;
• Refuse future bookings;
• Block access to our platform.

12.2.4 Shipment Intervention

Where legally permitted, ParcelMatch may:

• Stop a Shipment in transit;
• Place a Shipment on hold;
• Redirect a Shipment;
• Return a Shipment to the sender;
• Store a Shipment pending investigation.

Any resulting costs shall be payable by the Customer.

12.2.5 Lien and Retention Rights

ParcelMatch reserves the right to retain possession of any Shipment, goods, documents, or property under its control until all outstanding amounts owed by the Customer have been paid in full.

Where legally permitted, ParcelMatch may exercise a lien over such goods and may recover outstanding amounts from the proceeds of any sale or disposal.

12.3 Disputing a Fraud Determination

If a Customer believes that a fraud-related decision has been made incorrectly, they may contact ParcelMatch Customer Services and provide supporting evidence for review.

ParcelMatch will consider such evidence but reserves the final decision regarding account status, charges, and service availability.

13. Claims and Refunds

13.1 Claim Notification Time Limits

Any claim for loss, damage, partial loss, shortage, misdelivery, or service failure must be submitted within the following time limits:

13.1.1 Damage or Partial Loss

Within 14 calendar days from the date of delivery.

13.1.2 Total Loss or Other Claims

Within 28 calendar days from the collection date or the expected delivery date, whichever is later.

Failure to notify ParcelMatch within these timeframes may result in the claim being rejected.

13.2 Claims Investigation

ParcelMatch will investigate claims fairly and within a reasonable timeframe.

Customers acknowledge that prompt reporting is necessary to allow:

• Inspection of goods;
• Review of carrier records;
• Examination of delivery evidence;
• Recovery efforts where appropriate.

Delayed claims may prejudice investigations and may be rejected.

13.3 Claim Submission Requirements

To submit a claim, Customers must provide:

• Booking reference number;
• Tracking information;
• Detailed description of the issue;
• Photographs of packaging and contents where relevant;
• Proof of value;
• Proof of loss or damage;
• Any additional information reasonably requested.

ParcelMatch may refuse to assess claims where sufficient supporting evidence is not provided.

13.4 Assessment of Claims

Upon completion of an investigation, ParcelMatch may:

• Approve the claim in full;
• Approve the claim in part;
• Reject the claim;
• Request additional evidence.

Any settlement offered shall be made strictly in accordance with these Terms and any applicable Shipment Protection purchased.

13.5 Refund Requests

Requests for refunds relating to unused services, duplicate payments, cancelled bookings, or service failures must be submitted within 28 calendar days of the booking date unless otherwise required by law.

13.6 Refund Eligibility

Refunds may be issued where:

• A service was not provided;
• A booking was successfully cancelled;
• ParcelMatch determines that a refund is appropriate;
• Applicable consumer rights require a refund.

Refunds remain subject to any carrier charges, administration fees, collection costs, or services already performed.

13.7 Method of Refund

Approved refunds will normally be returned:

• To the original payment method used for the booking; or
• To a ParcelMatch account credit balance where agreed.

Refunds may only be paid to the original contracting customer.

13.8 Non-Refundable Services

Unless required by law, ParcelMatch shall not be obliged to refund:

• Shipment Protection fees;
• Signature services;
• SMS or notification services;
• Priority service upgrades;
• Collection upgrades;
• Additional service options already provided;
• Any service successfully completed.

13.9 Excluded Claims

No compensation or refund shall be payable where liability is excluded under these Terms and Conditions, including but not limited to Restricted Items, Excluded Items, inadequate packaging, customer error, force majeure events, or other excluded circumstances.

13.10 Returned Shipments

Where a Shipment is returned to the sender because of:

• Incorrect address details;
• Recipient refusal;
• Failure to clear customs;
• Failed delivery attempts;
• Non-payment of duties or taxes; or
• Any reason outside ParcelMatch's control,

ParcelMatch shall not be liable for any resulting losses, delays, costs, loss of profit, or consequential damages.

The Customer shall remain responsible for any applicable return, storage, administration, customs, or carrier charges.

14. Customer Indemnity

14.1 Third-Party Claims

Unless otherwise notified in writing, ParcelMatch shall be entitled to assume that the Customer is the lawful owner of the goods being shipped or has full authority from the owner to arrange transportation.

If any third party asserts ownership rights, claims compensation, alleges loss or damage, or brings legal proceedings against ParcelMatch in relation to any Shipment, the Customer agrees to fully indemnify and hold harmless ParcelMatch, its directors, employees, subcontractors, carriers, agents, and service providers against all resulting liabilities, claims, damages, losses, costs, expenses, settlements, and legal fees.

This indemnity shall apply regardless of whether the amount claimed exceeds any limitation of liability contained within these Terms and Conditions.

14.2 Customer Breaches

The Customer shall indemnify ParcelMatch against any losses, costs, claims, damages, penalties, fines, expenses, carrier charges, customs charges, storage charges, legal fees, and liabilities arising directly or indirectly from:

• Any breach of these Terms and Conditions;
• Incorrect information supplied by the Customer;
• Failure to comply with packaging requirements;
• Shipment of prohibited or restricted goods;
• Customs or regulatory breaches;
• Non-payment of charges;
• Fraudulent activity;
• Negligence or unlawful conduct by the Customer.

This indemnity shall survive termination of the Agreement.

15. Payment Terms

15.1 Business Account Customers

Where a Customer has been granted a ParcelMatch credit account or business trading account, invoices shall be payable within the payment period specified in the account agreement or, where no alternative period has been agreed, within 7 days of the invoice date.

ParcelMatch reserves the right to amend payment terms or withdraw credit facilities at any time.

15.2 Non-Account Customers

Customers who do not hold an approved credit account must pay all applicable charges at the time of booking or in accordance with the payment terms displayed during checkout.

No Service shall be provided until payment has been successfully authorised and received.

15.3 Payment in Full

All amounts payable to ParcelMatch must be paid in full without deduction, withholding, counterclaim, set-off, or adjustment unless required by law.

ParcelMatch reserves the right to offset any sums owed by the Customer against any sums that may become payable by ParcelMatch to the Customer.

15.4 Late Payment Charges

For business customers, any overdue amount shall accrue interest from the due date until payment is received in full.

Interest shall be charged at the higher of:

• 8% per annum above the Bank of England base rate; or
• The statutory interest rate permitted under applicable legislation.

Interest shall accrue daily and may be compounded.

ParcelMatch reserves the right to recover debt recovery costs, collection charges, administrative expenses, and legal costs incurred in recovering overdue sums.

15.5 Shipment Weight and Dimension Verification

Transport charges are calculated based on the dimensions, weight, volume, declared value, contents, and shipment information provided by the Customer.

ParcelMatch and its carrier partners reserve the right to inspect, scan, measure, weigh, audit, verify, or otherwise examine any Shipment using physical inspections, automated scanning equipment, carrier audits, or third-party verification systems. Where any discrepancy is identified, ParcelMatch may rely upon the measurements, weights, values, contents, or other shipment data recorded by

ParcelMatch, its carrier partners, authorised agents, or verification systems for the purposes of recalculating charges, applying surcharges, amending shipment details, or determining compliance with these Terms.

15.6 Additional Charges and Corrections

Where a Shipment has been under-declared, incorrectly described, or booked using inaccurate information, ParcelMatch may charge:

• Additional transport charges;
• Carrier surcharges;
• Oversize charges;
• Overweight charges;
• Administrative fees;
• Reprocessing fees; and
• Any other costs incurred as a result.

Such charges shall become immediately payable upon demand.

15.7 Automatic Recovery of Additional Charges

Where additional charges arise, the Customer authorises ParcelMatch to collect those charges using:

• The original payment card;
• PayPal account;
• Direct debit;
• Account balance;
• Stored payment method; or
• Any other payment method previously authorised by the Customer.

If payment cannot be collected automatically, the balance shall become due immediately upon invoicing.

15.8 Suspension for Non-Payment

ParcelMatch may suspend Services, account access, collections, deliveries, claims processing, or any other service where:

• Payment remains outstanding;
• Additional charges remain unpaid;
• Fraud investigations are ongoing; or
• The Customer has breached these Terms.

ParcelMatch shall not be liable for any losses arising from such suspension.

15.9 Surcharge Disputes

Customers may dispute additional charges by providing evidence satisfactory to ParcelMatch.

Evidence may include:

• Photographs of the Shipment;
• Visible measurements;
• Weight records;
• Packaging evidence;
• Carrier documentation.

Any dispute must be raised within 28 calendar days of the charge being issued.

ParcelMatch's decision following review shall be final unless otherwise required by law.

15.10 Holiday and Special Service Charges

Additional charges may apply for:

• Bank holiday deliveries;
• Public holiday collections;
• Weekend services;
• Remote area services;
• Exceptional service requests; or
• Carrier-imposed surcharges.

Such charges will be payable in addition to standard transport charges.

15.11 Taxes and Duties

Unless expressly stated otherwise, all prices, charges, quotations, and invoices are exclusive of:

• VAT;
• Customs duties;
• Import taxes;
• Government levies;
• Regulatory charges; and
• Any similar taxes or duties.

The Customer shall be responsible for all such amounts.

15.12 Promotional Discounts

ParcelMatch may issue promotional codes, discounts, vouchers, account credits, or special offers from time to time.

Unless expressly stated otherwise:

• Promotions may only be used once;
• Promotions cannot be combined;
• Promotions have no cash value;
• Promotions may be withdrawn at any time.

ParcelMatch reserves the right to cancel promotions where misuse is suspected.

15.13 Misuse of Discounts or Non-Payment

Where the Customer:

• Fails to pay valid charges;
• Misuses promotional codes;
• Circumvents pricing rules; or
• Breaches payment obligations,

ParcelMatch may:

• Suspend or close accounts;
• Refuse future bookings;
• Withhold shipments;
• Recover discounts granted;
• Apply administrative charges;
• Pursue debt recovery action.

15.14 Right of Lien

ParcelMatch shall have a general and particular lien over any Shipment, goods, documents, or property in its possession for all monies owed by the Customer.

Where payment is not received, ParcelMatch may:

• Retain possession of goods;
• Refuse delivery;
• Store goods at the Customer's expense;
• Sell or dispose of goods where permitted by law; and
• Apply the proceeds toward outstanding amounts.

These rights shall apply regardless of ownership of the goods and in addition to any other rights or remedies available to ParcelMatch.

15.15 Chargebacks and Payment Reversals

Where a Customer initiates a chargeback, payment dispute, payment reversal, or similar action after Services have been provided, ParcelMatch reserves the right to:

• Suspend the Customer's account;
• Recover all outstanding sums;
• Charge reasonable administrative and recovery costs;
• Contest the chargeback using booking, tracking, delivery, and payment records.

The Customer shall remain liable for all properly incurred charges notwithstanding any chargeback or payment dispute.

16. Prepaid Account Services

16.1 Prepaid Account Facility

ParcelMatch may, at its discretion, offer customers a prepaid account facility ("Prepaid Account") which allows funds to be deposited in advance and used towards future bookings.

Where a Prepaid Account is available, the following provisions shall apply.

16.1.1 Account Balances

The Customer's account dashboard will display:

• Deposited funds;
• Promotional credits;
• Bonus credits;
• Any other account credits issued by ParcelMatch.

ParcelMatch reserves the right to distinguish between cash balances and promotional balances for accounting and refund purposes.

16.1.2 Use of Account Credit

When a booking is placed, ParcelMatch may automatically deduct the applicable booking charges from the available Prepaid Account balance.

If insufficient credit is available, the Customer must pay the remaining balance using an approved payment method before the booking can be completed.

ParcelMatch may impose minimum funding requirements, minimum top-up amounts, or maximum account limits from time to time.

16.1.3 Nature of Prepaid Funds

Funds deposited into a Prepaid Account are intended solely for the purchase of ParcelMatch services.

Except where required by law or expressly agreed by ParcelMatch, account balances have no cash value and are not transferable, assignable, or redeemable for cash.

16.1.4 Dormant Accounts

Where no booking activity occurs for a continuous period of 24 months, ParcelMatch may classify the account as inactive.

Before taking any action regarding an inactive balance, ParcelMatch may attempt to contact the Customer using the contact details held on the account.

ParcelMatch reserves the right to apply reasonable account administration procedures in respect of dormant accounts, subject to applicable law.

16.1.5 Refund Requests

Customers may request a refund of eligible unused account balances by contacting ParcelMatch Customer Services.

Any refund shall be subject to:

• Verification of account ownership;
• Deduction of charges already incurred;
• Compliance with these Terms and Conditions;
• Any applicable legal or regulatory requirements.

Approved refunds will be processed to the original payment method where reasonably possible.

17. Additional Service-Specific Terms

17.1 Pallet Services

Where pallet collection or pallet delivery services are booked through ParcelMatch, additional carrier-specific terms may apply.

If a pallet booking is cancelled after it has been submitted to the selected carrier network, ParcelMatch reserves the right to charge a reasonable cancellation or administration fee to cover costs already incurred.

Any such charge will be notified to the Customer before processing where reasonably practicable.

17.2 Carrier-Specific Services

Certain services offered through ParcelMatch may be provided by third-party carriers, courier companies, postal operators, freight networks, or logistics providers.

By booking such services, the Customer agrees that the applicable carrier's conditions of carriage, service restrictions, compensation limits, prohibited items policies, and operational requirements may also apply.

Where a conflict exists between these Terms and mandatory carrier conditions, the carrier conditions shall prevail to the extent required.

17.3 Tracking Services

Tracking availability varies between carriers and service levels.

Certain services may provide:

• Full end-to-end tracking;
• Limited milestone tracking;
• Collection and delivery confirmation only; or
• No tracking functionality.

ParcelMatch does not guarantee continuous tracking updates and shall not be liable for tracking delays, system outages, or incomplete tracking information provided by third-party carriers.

17.4 Undeliverable Shipments

Where a Shipment cannot be delivered for any reason, the carrier may:

• Hold the Shipment for collection;
• Return the Shipment to the sender;
• Redirect the Shipment;
• Dispose of the Shipment where legally permitted.

Any resulting charges shall be payable by the Customer.

17.5 Additional Protection Restrictions

Certain services, products, carriers, destinations, or shipment categories may be excluded from Shipment Protection or subject to reduced compensation limits.

Details of any restrictions will be displayed during the booking process where applicable.

18. Third-Party Websites and External Services

18.1 Third-Party Content

The ParcelMatch website, platform, communications, and marketing materials may contain links to third-party websites, applications, tools, resources, or services.

Such links are provided solely for convenience.

ParcelMatch does not control, endorse, monitor, or accept responsibility for the content, availability, security, privacy practices, products, or services offered by third parties.

18.2 Customer Responsibility

Customers access third-party websites and services entirely at their own risk.

ParcelMatch recommends that customers review the applicable terms, conditions, and privacy policies of any third-party service they choose to use.

ParcelMatch shall not be liable for any loss, damage, costs, or consequences arising from the use of third-party websites or services.

19. Privacy and Personal Data

19.1 Privacy Policy

ParcelMatch processes personal data in accordance with its Privacy Policy and applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

19.2 Use of Personal Information

By using ParcelMatch services, the Customer acknowledges and agrees that ParcelMatch may collect, store, process, and share personal information where reasonably necessary for:

• Providing services;
• Managing customer accounts;
• Processing payments;
• Preventing fraud;
• Managing claims;
• Providing customer support;
• Meeting legal and regulatory obligations;
• Improving products and services.

19.3 Data Sharing

ParcelMatch may share relevant information with:

• Carriers;
• Delivery partners;
• Payment providers;
• Fraud prevention agencies;
• Regulatory authorities;
• Professional advisers; and
• Other service providers involved in fulfilling the Service.

Such sharing will only occur where reasonably necessary and in accordance with applicable law.

19.4 Privacy Rights

Customers may exercise their data protection rights in accordance with applicable legislation and the procedures set out within the ParcelMatch Privacy Policy at www.parcelmatch.co.uk

20. Entire Agreement

20.1 Entire Agreement

These Terms and Conditions, together with:

• Any Booking Confirmation;
• Service Order;
• Privacy Policy;
• Claims Procedure;
• Shipment Protection terms;
• Applicable carrier conditions;
• Any mandatory transport conventions (including, where applicable, the CMR Convention and Montreal Convention);

constitute the entire agreement between ParcelMatch and the Customer in relation to the Services.

20.2 Previous Agreements

This Agreement supersedes and replaces all previous discussions, negotiations, representations, understandings, warranties, quotations, and agreements relating to the Services.

The Customer acknowledges that they have not relied upon any statement, representation, promise, assurance, or warranty not expressly contained within this Agreement.

Nothing in this clause shall limit liability for fraud or fraudulent misrepresentation.

21. Amendments and Variations

21.1 Changes to These Terms

ParcelMatch reserves the right to amend, update, or modify these Terms and Conditions from time to time.

The version published on the ParcelMatch website at the time a booking is placed shall apply to that booking unless otherwise stated.

21.2 Individual Variations

Any amendment, waiver, variation, or modification relating to a specific Customer, account, booking, or service shall only be valid if confirmed in writing by an authorised representative of ParcelMatch.

No employee, driver, carrier, subcontractor, agent, or customer service representative shall have authority to vary these Terms unless expressly authorised to do so by ParcelMatch.

22. Governing Law and Jurisdiction

22.1 Applicable Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales.

22.2 Jurisdiction

The courts of England and Wales shall have exclusive jurisdiction to hear and determine any dispute arising out of or in connection with these Terms and Conditions.

Nothing in this clause shall prevent ParcelMatch from commencing proceedings against a Customer in any other court or jurisdiction where it is lawful to do so for the purpose of recovering outstanding sums, enforcing judgments, protecting property, or safeguarding its legal interests.

23. Sanctions and Trade Compliance

23.1 Customer Responsibility

The Customer is solely responsible for ensuring that:

• The Shipment;
• The sender;
• The recipient;
• Any intermediary;
• Any beneficial owner; and
• Any other party connected to the Shipment,

comply with all applicable sanctions laws, export controls, trade restrictions, embargoes, and regulatory requirements.

This includes sanctions imposed by:

• The United Kingdom;
• The European Union;
• The United Nations;
• The United States where applicable; and
• Any other competent authority having jurisdiction.

23.2 ParcelMatch Rights

ParcelMatch may refuse, suspend, delay, inspect, cancel, hold, or terminate any Shipment where it reasonably believes that sanctions, export control, anti-money laundering, anti-bribery, or other compliance risks may exist.

ParcelMatch shall not be liable for any resulting delay, loss, damage, storage costs, or additional charges arising from such action.

23.3 Customer Indemnity

The Customer shall indemnify ParcelMatch against all losses, liabilities, penalties, fines, claims, costs, expenses, investigations, enforcement actions, and legal fees arising directly or indirectly from any breach of this clause.

23.4 Government Guidance

Customers should refer to the latest sanctions guidance and restricted party information published by relevant government authorities.

Any information provided by ParcelMatch regarding sanctions compliance is provided for general guidance only and does not constitute legal advice.

24. Force Majeure

Neither party shall be liable for failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to:

• Natural disasters;
• Severe weather;
• Floods;
• Fire;
• Pandemic or epidemic events;
• War;
• Terrorism;
• Industrial disputes;
• Government restrictions;
• Border closures;
• Utility failures;
• Cyber incidents;
• Transport disruption.

The affected party shall use reasonable efforts to minimise the effects of the event where practicable.

25. Severability

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.

Any invalid provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable.

26. No Waiver

Failure by ParcelMatch to enforce any provision of these Terms shall not constitute a waiver of any right or remedy.

Any waiver shall only be effective if made in writing.

27. Assignment

ParcelMatch may assign, transfer, subcontract, delegate, or otherwise deal with any of its rights or obligations under this Agreement without obtaining the Customer's consent.

The Customer may not assign, transfer, or otherwise dispose of any rights or obligations under this Agreement without ParcelMatch's prior written consent.

28. No Partnership or Agency

Nothing contained in these Terms and Conditions shall create:

• A partnership;
• Joint venture;
• Agency relationship;
• Employment relationship; or
• Fiduciary relationship

between ParcelMatch and any Customer.

29. Notices

Any notice required under these Terms may be delivered:

• By email;
• Through the ParcelMatch customer portal;
• Through account notifications;
• By post; or
• By any other communication method reasonably used by ParcelMatch.

A notice shall be deemed received:

• Immediately when delivered through the customer portal;
• When transmitted by email unless an error message is received;
• Two business days after posting within the United Kingdom.

30. Confidentiality

Each party shall keep confidential and shall not disclose to any third party any confidential information obtained from the other party in connection with this Agreement, except where disclosure is:

• Required by law;
• Required by a court or regulatory authority;
• Necessary for the performance of the Services;
• Made to professional advisers, insurers, auditors, carriers, subcontractors, or service providers on a need-to-know basis.

This obligation shall continue for a period of six (6) years following termination of the Agreement.

Nothing in this clause shall prevent ParcelMatch from using information necessary for claims handling, debt recovery, fraud prevention, regulatory compliance, or legal proceedings.

31. Intellectual Property Rights

ParcelMatch has invested substantial time, resources, expertise, and expense in developing its technology platform, website, software, branding, systems, processes, databases, and related materials. This section explains the ownership of those intellectual property rights and the limited rights granted to Customers when accessing or using the ParcelMatch Services.

31.1 Ownership of Intellectual Property

All intellectual property rights relating to ParcelMatch, including but not limited to:

• The ParcelMatch name;
• Logos;
• Trademarks;
• Trade names;
• Domain names;
• Website content;
• Software;
• Source code;
• Databases;
• APIs;
• Mobile applications;
• Booking systems;
• Pricing tools;
• Documentation;
• Marketing materials;
• Graphics, images, text, layouts, designs, and branding;

shall remain the exclusive property of ParcelMatch or its licensors at all times.

Nothing in these Terms and Conditions shall transfer any intellectual property rights to the Customer.

31.2 Limited Licence

ParcelMatch grants the Customer a limited, non-exclusive, non-transferable, revocable licence to access and use the ParcelMatch website, platform, and services solely for the purpose of obtaining services from ParcelMatch.

This licence automatically terminates upon termination or suspension of the Customer's account or access to the Services.

31.3 Restrictions on Use

The Customer shall not, without ParcelMatch's prior written consent:

• Copy, reproduce, modify, adapt, translate, distribute, publish, sell, licence, or commercially exploit any part of the ParcelMatch platform;
• Reverse engineer, decompile, disassemble, or attempt to discover the source code of any software used by ParcelMatch;
• Create derivative works based on ParcelMatch's technology, content, or systems;
• Remove, alter, or obscure any copyright, trademark, or proprietary notices;
• Use any automated software, scraping tools, bots, crawlers, or similar technologies to extract data from the ParcelMatch platform;
• Use ParcelMatch intellectual property in a manner that may damage its reputation or goodwill.

31.4 Customer Content

Where the Customer uploads, submits, transmits, or provides any content, information, images, documentation, shipment details, reviews, feedback, or other materials through the Services ("Customer Content"), the Customer retains ownership of that content.

The Customer grants ParcelMatch a worldwide, royalty-free, non-exclusive licence to use, reproduce, store, process, transmit, and display such content for the purpose of:

• Providing the Services;
• Processing bookings;
• Managing claims;
• Conducting fraud prevention checks;
• Complying with legal obligations;
• Improving the Services;
• Resolving disputes.

31.5 Feedback and Suggestions

Where the Customer provides feedback, suggestions, recommendations, feature requests, ideas, or other comments relating to the Services, ParcelMatch shall be free to use, modify, implement, and commercialise such feedback without restriction and without any obligation to compensate the Customer.

31.6 Third-Party Intellectual Property

Certain services may incorporate software, systems, trademarks, branding, or intellectual property belonging to third-party carriers, payment providers, technology providers, or other partners.

All rights relating to such third-party intellectual property shall remain vested in the respective owner.

31.7 Infringement

Any unauthorised use of ParcelMatch intellectual property may result in:

• Immediate suspension of access to the Services;
• Termination of customer accounts;
• Legal proceedings;
• Claims for damages;
• Injunctive relief; and
• Recovery of legal costs and expenses.

ParcelMatch reserves all rights available under applicable intellectual property laws.

32. Survival

Any provision which by its nature is intended to survive termination of the Agreement shall continue in force after termination, including but not limited to:

• Liability limitations;
• Indemnities;
• Payment obligations;
• Claims procedures;
• Data protection obligations;
• Governing law and jurisdiction provisions.

iThis is the public version of the document. Questions? Email hello@parcelmatch.co.uk.