Terms and conditions
Definitions
Obligation to our customers
Payment
Insurance
Prohibited Items
Collection & Delivery
Surcharges
Delay / Damage / Loss Claims
Liability
Severability
Governing Law
Statutory Rights
Complaints
As a user of our Pay Per Parcel web service “you” acknowledge that you are bound to our terms and conditions outline below.
Definitions
Listed below are the following terms of carriage:
Consignment – A parcel or a group of parcels sent to a single address.
Consignee/Receiver/Recipient – The person who is receiving the consignment.
Shipping Labels – The documentation placed on the parcel.
Third Party - The order placed through 'Pay Per Parcel' utilising the account that ‘Pay Per Parcel' has with the DHL Agent.
Working Day - Monday to Friday from 9am to 5.00pm, excluding public and bank holidays.
Obligation to our customers
Pay Per Parcel will arrange delivery of the consignment/s via our partner DHL.
Pay Per Parcel do not come into direct contact with the consignment/s but arrange for the collection on your behalf through our DHL courier.
Pay Per Parcel has the right to refuse any order/user from our automated booking system.
DHL has the right to refuse a consignment for reasons such as insufficient packaging or the consignment being larger/heavier than what was stated in the booking.
All queries/claims must be directed through Pay Per Parcel who in turn will then contact DHL on your behalf. Our aim as part of our service to you is to return your call in 3 hours from acknowledging the problem.
Pay Per Parcel can only deliver consignments to a full street address. We are unable to deliver to a PO Box address. If a consignment is collected and returned for this reason, no refund will be given.
Payment
Is made via our automated license server for each pre-paid service. Each consignment will reduce these credits and as long as you have enough credit in your account with Pay Per Parcel your consignment will be booked.
Tracking is available through our Web site online. You can track using the DHL tracking number or the Pay Per Parcel number.
Insurance
Standard services include £100.00, Diamond ones (Next day before 10) are £500.00. This option is available in the booking step 3 of the Pay Per Parcel automated service.
Prohibited Items
If any one of the following items in this list is collected by a DHL driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and any compensation claims will be voided.
Please note Pay Per Parcel is an automated service in partnership with DHL. Pay Per Parcel is unable to monitor what is being shipped. It is the customer’s responsibility to either read the terms and conditions or send enquires directly via email to see if your parcel is acceptable. We have a very helpful team available to help you.
Collection & Delivery
The automated system books the collection as per the customer’s request. We will arrange for the collection anytime between 09:00 and 17:30
Please note this collection time is not guaranteed on any of our services. In the rare event that the courier cannot make the collection we will re book, we will know these exceptions the next working day.
All collections require a signature to verify the contents and that the collection occurred.
If a collection is booked before 10:00 then we do offer a same day collection (98% success rate), this is subject to a courier driver being notified or excessive workloads.
Collections & Deliveries are made on Mon-Fri only. Saturday Deliveries are available from the list of services. Saturday Deliveries are available from the list of services are will normally be delivered on a Saturday in the best case or a working day if the Saturday delivery is not available from the local depot.
Please ensure you are in at the collection date that you requested. If you are out when the driver tries to collect then this will result in your original booking fee being changed for this and you will need to re-book the collection for an additional charge.
A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that DHL has collected the parcel. In such a case a full refund will be given as there is no proof of service taking place.
The price of any timed deliveries that are not delivered by the guaranteed time, such as pre 10am and pre 12 am service will be reduced to standard rate (excluding surcharges) plus a charge of £5.00 + vat administration charge, so long as the reason for delay has not been a customs query, Incorrect information having been supplied or attempted delivery. The timed services must have our label used on the packaging and we will require evidence of this prior to any refunds.
Consignments collected and or delivered in areas i.e. Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay with DHL please check using our quick quote service before sending.
Please note that any of our guaranteed services offer a 98% success rate. In the event the collection does fail it will be re booked as soon as possible. This will be no later than 24hours as long as the customer is available for collection. No refund / discount will be given for collection failure.
An automated invoice will be sent to you once the order is placed. This is for your personal records and or accounts.
You will be able to track the progress of your consignment online from My Shipments. The documentation that is provided when the driver arrives contains the tracking number.
Some of our services are subject to a redelivery charge.
This is detailed in the surcharges section below. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
Please note we cannot mail to any PO Box address or British Forces Post address or overseas addresses through our online service.
Parcels should not be strapped or binded together. As this is not a secure way for parcels to travel with the courier. No claim can be made for any additional items that were strapped to the original in the event that they become separated in transit.
Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Please see our packaging guidelines and Prohibited / Restricted Items in addition.
Surcharges
By entering the weight and dimensions of your consignment/s you are pre paying for the postage. If the consignment /s are heavier then the additional weight a charge will be added to the consignment alongside the order that was placed with a surcharge + VAT. Please always use the Quick quote option before you book now.
Please ensure you are in at the collection time that you booked. A surcharge of £10.00 will be applied if you are out when the driver tries to collect.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.
Saturday delivery surcharge is available on request. See section on Collection and Delivery.
Some of our services are subject to a re delivery charge.
This is detailed in the services section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
Delay / Damage / Loss Claims
Late Delivery Claims
Any item that is sent to a guaranteed area on a guaranteed delivery service will be refunded to the admin rate of £5.00 + vat in the event of delayed delivery. Certain exclusions apply, see below.
Exclusions
All services are based upon a 98% service collection success rate. On some rare occasions if DHL do not collect on the day specified then the parcel will be re-booked and no charge will be required.
It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel. Pay Per Parcel do provide automated post code lookups and automated labels for you to print so this helps to prevent address typos.
N.B No claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so always cross-check the delivery details to ensure this is checked before the courier arrives.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay please check before sending. Such areas are not guaranteed and no claim can be made in the event of delay.
Please note that any guaranteed service will guarantee a delivery time once collected we have a 98% success rate. If the collection fails it will be re booked as soon as possible this will be no later than 24hours as long as the customer is available for collection.
Please note we cannot mail to any PO Box address or BFPO address through our services. If such a shipment is sent no claim can be made for delay and return charges may apply.
If the item is not correctly labelled and or addressed the claim will be voided. A post code look up is available on collection and delivery addresses.
Any claim must be brought to us within 10 days of receipt in the case of delay.
Damaged / Lost Claims
Each service comes with a limited amount of Transit cover up to the value of £100 except the before 10AM service which is £500.
The claim will be paid to the sender, the details entered at the time of ordering.
In the event of a claim a copy invoice will be needed to be provided to prove the value of the consignment/s.
In the rare event of damage all packaging must be kept for inspection by the carrier. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept any claim will be voided. Photographs of the internal and external packaging as well as the damaged item must be supplied to start a claim.
In the event of damage repair costs must be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered.
In the event that a claim is approved and repair costs are paid, no postage will be paid. Postage costs are only paid on approved claims where the full value of the goods have been paid.
A lost claim can only be processed once the carrier has made extensive searches and deems the goods as lost.
Any claim must be brought to us within 7 days of receipt in the case of delay/damage, and 21 days in the case of loss.
Claims can only be re considered up to a period of 12 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.
Pay Per Parcel aim to resolve any claim within 28 working days.
Prohibited / Restricted Items / Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return or could be discarded if they are damaged to such an extent. No claim for loss or damage can be made on a Prohibited / Restricted Items /Items not boxed or sufficiently packed. Prohibited / Restricted items are excluded from our services and if sent are sent at the owners risk.
Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible.
Please see the Prohibited / Restricted Items section in Help and information
Liability
The person placing the order is responsible for the information entered. Just Applications Ltd will not be held responsible for wrong information that is entered and any delay this may cause you. No refunds will be given.
On the advised services the driver will leave a Waybill document that you may have to complete with the to and from address details.
It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves.
The sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item or an item that is insufficiently packaged. Packaging Advice
You are prepaying for the postage charges and Pay Per Parcel applies these charges on your behalf to its account with the DHL carrier. Pay Per Parcel is not liable for any customs charges which may arise.
Liability is limited to the negligence of the company carrying the goods. Such liability is further limited to the direct loss suffered by the customer who placed the order with Pay Per Parcel.
Pay Per Parcel will accept no Liability for any Prohibited / Restricted Items that is sent through our services and subsequently damaged or lost. A claim can not be made for a Prohibited / Restricted item as they are either excluded from our services or as in both cases sent at the sender's risk. A customer ticks our terms & conditions on our service to state they have read the Prohibited / Restricted items and the Terms and Conditions at the time of ordering.
Loss or damage under the following conditions will not be covered:
- Acts of God
- Consequences of war
- Insufficient packaging / Incorrect labelling
- Prohibited / Restricted Items - listed in our Help and information section
Pay Per Parcel will deal with the person who placed the order only.
Liability is also limited to the cost of sending the item only and to the covered value of the consignment if a claim is raised. We will not be liable for any claim for loss of profit, use, breach of contract, loss of revenue, administrative inconvenience, disappointment, or indirect, incidental, financial or consequential loss or damage arising out of, or in relation to, the service you ordered.
Total liability to you in all respects, and for any type of loss, cost or damage howsoever arising will be limited to £50 per consignment unless you have purchased additional transit cover through us, where the limit of liability will be the cover purchased at the time of ordering.
Nothing in this Agreement shall be deemed to limit or exclude Pay Per Parcel's liability for fraud or for death or personal injury caused by Pay Per Parcel's negligence or to the extent otherwise not permitted by law.
You will indemnify Pay Per Parcel in respect of all claim demands, damages, liabilities, costs or expenses incurred by Pay Per Parcel or Pay Per Parcel's employees, agents or sub-contractors in relation to any claims by third parties arising in connection with this agreement, or as a result of Pay Per Parcel providing services, which are in excess of the liability of Pay Per Parcel under this agreement.
Any claim must be brought to us within 5 days of receipt in the case of damage, and in 28 days in the case of loss.
Severability
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
Governing Law
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
Statutory Rights
These terms and conditions are in addition to your statutory rights as a consumer which remains unaffected. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.
Complaints
Pay Per Parcel aim to provide an outstanding customer service. If you have any complaint about the service you have received from us, or indeed the DHL agent please contact our Customer Service Director or alternatively email us.
