Terms of service

These terms explain what you are buying when you buy a shipping label from us, what we are responsible for, and what you are responsible for. They are written to be read, not to be survived.

1. About these terms

These terms govern your use of the ParcelPointPro Ltd platform and the carriage you buy through it. They form an agreement between you, the business named on the account, and ParcelPointPro Ltd ("we", "us", "our"). You accept them by creating an account or by buying a label. If you accept them on behalf of a company, you confirm that you are authorised to bind it.

The service is sold to businesses. It is not intended for consumers, and the cancellation rights that apply to consumer contracts do not apply here.

2. Our role: we resell carriage

We are a reseller, not a carrier. We do not collect, sort, transport or deliver parcels, and the drivers who handle your goods are not our staff. When you buy a label through us, we buy carriage from the relevant carrier in our own name and resell it to you at the price shown on screen.

The carrier's own conditions of carriage govern the movement of your parcel, including its rules on what may be sent, its compensation limits, its claim deadlines and its delivery timescales. Those conditions sit underneath these terms. Where a carrier will not accept responsibility for something, we are not in a position to accept it either. We will always tell you which carrier is carrying a shipment, and on request will point you to the conditions that apply.

We are independent of the carriers we resell. Nothing on this site or in the platform implies any partnership, agency, endorsement or approval by them. Carrier names appear only to identify the services being sold.

3. Your account

You must give accurate registration details and keep them current. You are responsible for everything done under your account, including by colleagues you invite and by any system using your API keys. Keep passwords and keys confidential, and tell us promptly if you believe either has been exposed.

You must not resell access to the platform, share your account with another business, or use it to disguise who the real sender of a consignment is, unless we have agreed to it in writing.

4. Pricing, balance and payment

Prices shown in the platform are the prices you pay, in full and with nothing added later. They are quoted in pounds sterling and exclude VAT, which is added at the prevailing rate where it applies. A quote is valid only for the parcel details you entered; a different parcel gets a different price.

Accounts are set to one of three arrangements, and yours is shown in the portal:

• Prepaid balance. You add funds and the cost of each label is deducted when it is bought. This is the default. We may decline a purchase where the balance will not cover it.
• Credit terms. Labels are billed in arrears against a credit limit we agree with you. What you owe rises as you buy and is invoiced periodically. We may decline a purchase that would take you past your limit.
• Pay per label. Each purchase is charged at the moment it is made.

Credit terms are offered at our discretion, may be reduced or withdrawn, and we may ask for trading history or references before granting them. Invoices are due within the period stated on the invoice, which is 30 days from issue unless we have agreed otherwise in writing. We may suspend the ability to buy new labels on an overdue account. Suspension of trading does not prevent you signing in to read your history or settle what is owed.

Unused prepaid balance remains your money: ask us and we will return it to the original payment method, less anything you owe us.

Carriers routinely adjust charges after collection, for example when a parcel is reweighed or remeasured, when a surcharge applies to a remote or offshore postcode, or when an address has to be corrected in the network. We pass these adjustments on at the amount the carrier charges us, itemised against the shipment on your statement, and deduct them from your balance. Where the balance will not cover an adjustment we will invoice you, and payment is due within 14 days.

5. Buying, using and cancelling labels

A purchase is complete when you confirm it and the carrier issues the label. Where a carrier permits it, an unused label may be cancelled and refunded within that carrier's window; where it does not, or the window has closed, the label is not refundable. Cancellation windows differ between carriers and are shown at the point of purchase.

A label may only be used for the shipment it was bought for. Copying, reusing or altering a label breaches these terms and the carrier's conditions, and normally attracts a penalty charge that we will pass on to you.

6. Prohibited and restricted items

You must not send anything prohibited by law or by the carrier carrying it. Every carrier publishes its own list, the lists are not identical, and the carrier's list always governs. Items commonly prohibited or restricted include:

• cash, bullion, negotiable instruments, precious metals and precious stones;
• controlled drugs and psychoactive substances;
• firearms, ammunition, weapons and their component parts;
• explosives, fireworks, flammable liquids and gases, corrosives and other dangerous goods, except on a service that expressly accepts them;
• lithium batteries outside the limits the carrier accepts;
• live animals, human or animal remains, and perishable goods;
• counterfeit goods and anything infringing intellectual property rights;
• alcohol, tobacco and other age-restricted goods, except on a service that expressly permits them.

If a prohibited item is found in the network, the carrier may hold, return, destroy or surrender it to the authorities. No compensation is payable, and you are responsible for any resulting fine, penalty, cleaning, disposal or handling cost, which we may recover from your balance or invoice to you.

7. Packing, addressing and collection

You are responsible for packing goods so they survive normal handling in an automated parcel network, for describing the contents and value accurately, and for entering complete and correct address and contact details. Labels must be printed legibly, attached flat to the largest face, and any older labels removed.

Collections and drop-off points are provided by the carrier. A booked collection is not guaranteed. If a driver does not arrive, tell us and we will chase it, but a missed collection gives rise to no compensation beyond whatever the carrier's conditions provide. Delivery timescales shown in the platform are the carrier's estimates, not guarantees, unless you have bought a service the carrier itself sells as guaranteed.

8. Claims for loss, damage and delay

Claims are raised with us and we pursue them with the carrier on your behalf. Carriers apply strict deadlines and evidence requirements, and a claim submitted late is refused with no route of appeal. As a general guide, damage must be reported within a few days of delivery, and a parcel cannot be treated as lost until it has been missing for a set number of working days. We will confirm the deadlines that apply to the carrier concerned.

To support a claim you will normally need proof of the value of the contents, such as a purchase invoice, photographs of the item and its packaging, and evidence of despatch. Where compensation is agreed, it is limited to the carrier's liability limit for that service plus the carriage charge, and is credited to your account balance unless you ask for it to be refunded.

Compensation is not payable where the loss or damage results from inadequate packaging, an incorrect or incomplete address, an item excluded by the carrier, or a declared value above the level the service covers.

9. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited. Subject to that:

• our liability for loss of or damage to goods in transit is limited to the compensation we recover from the carrier under section 8;
• we are not liable for indirect or consequential loss, or for loss of profit, sales, contracts, anticipated savings, goodwill or data;
• our total liability for all other claims in any twelve-month period is limited to the greater of £1,000 and the total charges you paid us in the twelve months before the claim arose.

The platform is provided as it stands. We work to keep it available and correct, but we do not warrant uninterrupted or error-free operation, and we are not responsible for failures in carrier systems, payment networks or other services outside our control.

10. API and acceptable use

API keys are issued to your account and scoped to what that key needs to do. You must not share keys outside your business, attempt to exceed or evade published rate limits, probe the platform for vulnerabilities without our written agreement, or use automated means to extract rate data for resale or comparison services.

Sandbox keys return realistic responses without buying anything real. Labels produced in the sandbox have no value and must never be attached to a parcel. We may throttle, rotate or revoke a key where its use threatens the stability of the platform or a carrier integration.

11. Suspension and closing your account

We may suspend or limit an account immediately where we reasonably suspect fraud, a breach of these terms, the shipping of prohibited items, non-payment, or a risk to us, to a carrier or to a third party. We will tell you why, unless we are legally prevented from doing so.

You may close your account at any time. We may close an account on 30 days' notice. On closure, unused balance is refunded less anything you owe, labels already bought remain valid for their normal validity period, and the parts of these terms that by their nature should survive termination continue to apply.

12. Changes to the service and these terms

We may change the platform, and the carriers and services available through it, as our carrier agreements change. We may also change these terms. Material changes will be notified by email or in the platform at least 14 days before they take effect, and continuing to use the service after that date means you accept them. Prices may change at any time; the price shown at the moment of purchase is the price that applies to that purchase.

13. Complaints

Email support@parcelpointpro.com with the shipment reference and what went wrong. We aim to acknowledge within one working day and either to resolve the matter, or to explain where it stands with the carrier, within ten working days.

14. General and governing law

These terms, together with any order you place and any written agreement we make with you about rates, form the entire agreement between us on their subject matter. No one other than you and us may enforce them.

If any provision is found to be unenforceable, the rest continues in force. A delay in enforcing a right is not a waiver of it.

These terms, and any dispute or claim arising out of or in connection with them including non-contractual disputes, are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.