UK Courier Delivery Services - European Parcels

Terms and conditions

Definitions
Obligation to our customers
Payment
Liability Cover
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 8am to 7.00pm, 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.

If DHL have to repack any parcel they will charge Pay Per Parcel £5.00 for the packaging used (tape, box etc.) and also because the conveyor belts need to be stopped to repackage and reseal the item. Upon investigation Pay Per Parcel will forward on this charge to its customer plus an administration charge.

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 deduct these credits and as long as you have enough credit in your account with Pay Per Parcel your consignment will be booked.

Pre-purchase credits on the account are valid for 90 days after payment, this allows PayPerParcel to offer customers with the best possible price at the time of purchase and also allow you the customer a fixed price for a duration of 90 days.

Tracking is available through our Web site online by clicking on "My Shipments" You can track using the DHL tracking number or the Pay Per Parcel number. We also have email tracking which will deliver uptodates to the sender on the whereabouts of the parcel.

If enabled on your account and you provide a valid email address of your receiver an email tracking status can also be sent.

Liabilty Cover

All standard services for domestic delivery only includes £50.00, Diamond ones (Next day before 10) are £250.00.

We also have loss liability cover upto the value of £1000 on all services where you can pay an additional payment to cover the cost price of the item. Please ensure that if the item is lost a valid cost invoice (not sales invoice) can be produced so the claim can be settled as quickly as possible.

These options are available in the booking step 3 of the Pay Per Parcel automated service.

European by Road liability is based on the CMR value for example 8.33 SDR per Kg . To find out what is the current CMR rate click here and base it on the month you shipped the parcel multiplied by the weight (per full kg – rounded up).

DHL also consider the claimed value from the cost price invoice supplied to PayPerParcel by the customer.
From these three values, DHL determine the lowest and remunerate that amount as per their terms and conditions of carriage.

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.

Collections & Deliveries are made on Mon-Fri only. Saturday Deliveries are available where indicated in the list services, these should be booked for collection on a Friday and will normally be delivered on a Saturday. If for any reason the Saturday delivery is not available from the local depot then this will be delivered the next working day.

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 a failed collection and will be charged for drivers time and fuel. 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 timed services (Next Day Before 10 and 12) must have our label used on the packaging and we will require evidence of this prior to any refunds as if not specified DHL will presume a standard service.

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 24 hours as long as the customer is available for collection. No refund / discount will be given for collection failure.

An automated invoice is generated after payment and is available for download in the "My Account" section.

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. We also send this out via email at 6pm each evening.

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. You have up to 3 delivery attempts before it will be returned to sender where you will be subject to an additional charge.

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.

European deliveries are sent on a DDU basis, this means that any customs duty taxes are unpaid. Parcels entering the country must be paid for by the receiver, the customs entry point / depot will hold the parcel for a short limited time due to space, so a reply must be made within 2 working days to avoid the parcel being returned and additional charges made for the return of this parcel to you.

European deliveries require 5 copies of the customs documentation containing EORI/passport information. This needs to be visable on arrival at each depot so that the DHL representive can acknowledge what's inside the package.

European deliveries are a By Road service, therefore islands from the mainland cannot be accepted, bookings made via the site that are found to be an Island may be returned and/or additional charges made.

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
It is important to enter the correct weight and sizes of the parcel to obtain an accurate cost, we record all the dimensions entered against a parcel and we reserve the right to charge the additional surcharges plus an administration fee when the parcels are highlighted as being larger / heavier.

By entering the weight and dimensions of your consignment/s you are pre paying for the postage. Parcel details of the size and weights are sent to us by the courier and will be charged to you after delivery has taken place where applicable. Please always use the Quick quote option before you book now to establish if there will be any surcharges necessary, the booking process records the details entered to be cross examined in the event of a dispute.

Please ensure you are available on the specified collection date that you booked as you will only get one collection attempt. A failed collection will result in a £15 + VAT wasted journey charge due to additional administration.

Transit times must be checked for the service ordered.

Saturday delivery surcharge is available on request. See section on Collection and Delivery.

Re-Delivery charges are charged at £10 + VAT when charged to us, this is applicable to all services that we offer with the exception of the YODEL Home24 and Home48 services.

In the event that the courier needs to re-seal the package or re-package the item additional charges will be applicable, these are charged at £5 + VAT.

Regular account holders with a collection schedule must ensure that they maintain an average of over 30 parcels per week over a 4 week period or will be subjected to a £15 + VAT penalty for each week that is under 30 parcels. Regular account holders must also ensure that at least one parcel being handed to the driver on the day of collection. Failure to do so will result in an abortive collection charge for fuel and time. Holidays must be reported to PayPerParcel customer support team with at least 7 days notice to let the depot know.

Delay / Damage / Loss Claims

Late Delivery Claims

Next Day Before 10 am is a guaranteed service and therefore any late deliveries will be refunded to the full price of the service.

Next Day Before 12 and Saturday is not a guaranteed service. However, any late deliveries will be refunded to half the price of the service.

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 and unreadable handwriting.

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 correct 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 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 domestic service comes with a limited amount of Loss cover up to the value of £50 except the before 10AM service which is £250.

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. This is the cost invoice of how much the item is worth. Do not mistake this to be the sales invoice.

TNT will only pay out if the goods are signed for as damaged to the maximum value of £50 (based on the cost invoice) for domestic only. So please ensure you check the goods on arrival and where required obtain extra transit cover.

TNT International will pay out £16.00 per kilo on Std International Express and £8.00 per kilo on Economy Express. So please ensure you check the goods on arrival and where required obtain extra transit cover.

We recommend that you obtain third party goods in transit cover to cover for possible damages as we do not offer this under our loss liability cover.

In the event that a claim is approved, 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 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 email in to the Customer Services within this period.

Pay Per Parcel aim to resolve any claim within 28 working days.

Prohibited / Restricted Items / Items not boxed or sufficiently packed could be subject to delay / return or could be discarded if they are damaged to such an extent. No claim for loss 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 for the booked consignment and 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 loss liability for domestic parcels and for any type of loss 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. We will not be held responsible for damage to goods under any circumstances as our liability is limited to only loss.

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 21 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.