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Terms and Conditions

These terms of service (TOS) govern your use of this site, which is provided by our company. By accessing, signing up to, or using this site you are indicating your acknowledgment and acceptance of these terms of use. These terms of use are subject to change by our company at any time at its discretion. Your use of this site after such changes are implemented constitutes your acknowledgment and acceptance of the changes. Please consult these terms of use regularly.

TOS last updated 3rd March 2017 (03/03/17)

1. Definitions

Listed below the following terms that will be found in these terms and conditions of service:

(a) Consignment/Shipment/Goods
A parcel, pallet, or group of parcels or pallets sent to a single address.

(b) Carrier
The courier companies ParcelBroker contracts to facilitate our services.

(c) We/Our/Us

(d) Customer/Shipper/Sender/User/You
The ParcelBroker account holder, or anybody with the account holder’s permission accessing and/or using that account

(e) Consignee/Receiver/Recipient
The person who the consignment is addressed to.

(f) Waybill/Airway Bill/Shipping Labels
The shipping documentation placed on the parcel.

(g) Third Party
A person or group besides the ParcelBroker account holder and intended recipient that is in some way involved in the shipping process.

(h) Working Day
Monday to Friday from 9am to 5.00pm, excluding public and bank holidays.

(i) Retail Access/Service Point
A location designated by a carrier to offer convenient parcel retrieval or drop-off for pre-paid labelled shipments.

(j) DAP ("Delivered at Place")
The seller is responsible for arranging carriage and for delivering the goods, ready for unloading from the arriving conveyance, at the named place. Duties are not paid by the seller under this term.

(k) DDP ("Delivered Duty Paid")
The seller is responsible for delivering the goods to the named place in the country of the buyer, and pays all costs in bringing the goods to the destination including import duties and taxes. The seller is not responsible for unloading. This term places the maximum obligations on the seller and minimum obligations on the buyer.

2. Notable Terms

2.1 ParcelBroker will arrange the collection and delivery of a consignment(s) via a third party service with an established courier company. Our Carriers usually operate between the hours of 9am and 5pm on working days, with the exception of deliveries on Saturdays (UK only).

2.2 ParcelBroker is an organiser, coordinator and consolidator of parcel and pallet traffic. We DO NOT come into direct contact with consignment(s), but arrange the collection and delivery of shipments through one of the carriers with whom we hold an account.

2.3 Competitor agents, couriers, freight forwarders and delivery intermediaries must seek permission in writing to use our services. Any users found to be re-selling our services to third parties without permission will have their orders intercepted and returned at the users expense. No liability cover or transit guarantees whatsoever will apply to these orders.

2.4 Throughout the duration of transit, our shippers hold contract with ParcelBroker and not our carriers. All contact and queries must be directed through ParcelBroker who will in turn contact the relevant carrier on your behalf.

2.5 Our carriers have the right to refuse a consignment for given reasons including, but not limited to; the goods being classified as dangerous, insufficient/inappropriate packaging, the consignment being too large, or the consignment being unattended at the time of collection.

2.6 ParcelBroker require a full name and telephone number for the sender and receiver who may be called in the event of a query i.e. an address query. Failure to provide this information when booking or on request may result in the consignment being delayed, returned or abandoned at the expense of the shipper. No claims for late or abandoned shipments will be accepted if this information is not provided.

2.7 All transit times are effective from day one after collection.

2.8 Payment is taken by ParcelBrokers automated payment system at the end of the booking process. Surcharges may also be applied during transit or after delivery. Please see section 10 for more information on surcharges.

2.9 ParcelBroker reserves the right to refuse any order or user from its system and services.

3. Prohibited Items

3.1 Prohibited Items are items or goods that must NOT be shipped via our services under any circumstances. Please check our Prohibited Items list to ensure the goods you wish to ship are not prohibited from our services.

3.2 It is the responsibility of the shipper to ensure that prohibited items are not shipped via our services or carrier accounts. If you do not comply with our terms on shipping prohibited items we may deal with your goods as we see fit. This includes but is not limited to seizing and destroying your goods (in whole or in part). No refund of postage will be given and all and any compensation claims will be void.

3.3 ParcelBroker accepts absolute zero liability for any prohibited items shipped via our services and carrier accounts. This means no liability cover or guarantees whatsoever will apply to such a shipment. ParcelBroker will not provide transit cover or liability for damage, delay, loss or theft, nor will it under any circumstances be held liable for any adverse consequences or outcomes arising from damage, delay, loss or theft of such a shipment, now or in the future.

3.4 Please note ParcelBroker's booking systems are automated by computer software, therefore ParcelBroker staff are unable to monitor all traffic shipped, so it is the customers’ responsibility to either check our prohibited items list or enquire directly with us to see if your goods are acceptable. When registering for a ParcelBroker account, all users of our systems are required to confirm that they have read our prohibited items list and agree not to ship these items.

3.5 Our Prohibited Items list is not exhaustive and should be viewed as an ideal for all and any similar items to those listed. If you are unsure of the items you wish to ship you should contact us for further advice.

3.6 ParcelBroker have the right to intercept, hold and investigate the contents of any parcel that is suspected to contain prohibited items and/or is suspected to be related to a case of fraud. Police will be notified if necessary.

3.7 Failure to comply with or any shipments found containing prohibited items will be subject to a surcharge of £35.00.

3.8 ParcelBroker has the right to refuse any order or user from its system and services.

4. Items with Limited Liability

4.1 Items of limited liability are goods that are not covered for damage in transit when shipped via ParcelBrokers services or carrier accounts. No claim for damage will be accepted. These items are shipped at the shippers own risk.

4.2 Only claims for loss will be considered for items with limited liability, provided that ParcelBrokers Claims Department is satisfied that the shipper has gone to reasonable effort to meet our packaging guidelines.

4.3 No claims for loss will be considered if goods are disposed of in the interests of health and safety or preservation of assets and property. For example; broken glass, leaking containers or bare metal.

5. Collections

5.1 Via our Quote and Book system, our website takes all booking data as per the customers' instructions. It is the customers' responsibility to ensure all information is entered correctly. ParcelBroker accepts no responsibility for any consequential outcomes arsing as a result of incorrect information being provided. This includes but is not limited to; delays, miss-sorts, returns and surcharges. This includes the use of our postcode /address lookup tool. Please review all relevant information before submitting your order.

5.2 Collections are made on Working days only, usually between the hours of 9:00 and 17:30.

5.3 It is the shippers responsibility to ensure that all parcels are scanned as "collected" before the goods are taken away by the driver. If this cannot be done the shipper must obtain the drivers signature on a manifest document. No liability cover or guarantees will apply whatsoever to a consignment that is collected without being scanned as collected or where no written proof can be provided showing the consignment was collected.

5.4 On occasion our carriers may subcontract your collection to a third party courier to deliver to destinations not covered by our carrier. Both ParcelBroker and the third party courier are protected by all the terms of these terms of service.

5.5 With the exception of pallet deliveries via our PB pallet services (upon request), collection drivers will not call via phone, prior to or upon collection.

5.6 Our Customer Service team have no direct contact with collection drivers, for this reason they cannot chase for updates on collection times.

5.7 It is the shipper’s responsibility to inform ParcelBroker via email of a failed collection. If a collection fails you must let our customer service team know so it can be re-booked for you. Our carriers do not automatically reattempt collection after a collection has failed.

5.8 Shipments booked on our PB Pallet services will incur an aborted collection surcharge of £15 per pallet if; goods are not ready, suitable for transport or if nobody is available at the collection point on the date you have booked the collection to take place.

5.9 All collections are subject to request and are not guaranteed. Guarantees only start once a consignment is collected. No refund or discount will be given for failed collections.

5.9.1 On services where collections are subject to an additional charge, a credit of the additional charge paid may be requested in the event that a collection fails for reasons outside of the account holder’s control. Where such collections fail, ParcelBroker’s liability is limited to the cost of the additional charge paid only.

5.10 Compensation for failed or late collections will not be given. ParcelBroker will not be held liable for any consequential loss as a result of a failed or late collection.

5.11 Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original shipping charge may be applied if your collection fails three times or more.

5.12 Consignments over 70KG in gross or volumetric weight will require 24hrs notice for our carriers to collect so a suitable vehicle can be arranged for collection. This includes pallets booked on non PB pallet services.

5.13 Collection drivers are not obliged to manually lift parcels exceeding 25KG in gross weight unassisted. If your item exceeds 25KG, please ensure you have the physical or mechanical capability to assist the driver with loading.

5.14 Third Party Collections /Three Way Collections /Freight Forward Collections; this is where the customer is arranging a collection from a remote address. It is the customer’s responsibility to ensure there is somebody at the remote collection address to hand the goods to the driver.

5.14.1 Under no circumstances should any shipping labels be used except the pre-paid shipping labels supplied by ParcelBroker. Any use of manual waybills (hand written labels) will invalidate transit cover and void claims for loss and /or damage in transit.

5.14.2 It is the shipper’s responsibility ensure that third parties use the prepaid labels supplied by ParcelBroker. Should a collection from a remote address involve the use of a manual waybill, the shipper will be liable for all expenses associated with our carrier account for that shipment.

5.14.3 Our track and trace capabilities will not work until a consignment has been collected, therefore it is the customer’s responsibility to keep informed by the person at the collection address when the parcel has been collected.

5.14.4 It is the responsibility of the person at the collection point to ensure that all parcels are scanned by the driver as collected. Failure to do so could lead to complete loss of track and trace capabilities and will void any claims for lost parcels.

5.15 Dropping parcels at access and service points means you are opting for a collection from a remote address, instead of your own. If your goods need collecting the same day you must advise those responsible at the collection point. In order for your goods to be collected the same day you must also ensure your parcels are dropped before the specified cut off time. It is your responsibility to ensure the goods are collected. ParcelBroker accepts no responsibility for failed collection from access and service points.

5.16 Our couriers cannot collect direct from stands at exhibition halls or trade fairs in any circumstances. Collections can be made from the logistics agent managing the exhibition/fair only.

5.17 On DX services, only one collection attempt is made. If a collection fails it must be rebooked at expense to the customer account concerned. To cover expenses incurred by DX, no refund will be processed for the original order.

6. Deliveries

6.1 ParcelBroker can only deliver to a full street address. We cannot deliver to PO Box, BFPO, APO, FPO or any other Post Box addresses. If a consignment is collected and returned for this reason, no refund will be given.

6.2 All deliveries are made between Monday and Saturday, usually between the hours of 09:00 and 17:30. We are not able to deliver on Sundays. Please note, shipments booked on AM deliveries may be attempted before 09:00.

6.3 On occasion our carriers may subcontract your delivery to a third party courier to deliver to destinations not covered by our carrier. Both ParcelBroker and the third party courier are protected by all the terms of these terms of service.

6.4 Your parcel(s) must all be labelled with the correct delivery address. Mis-sorts due to incorrect labelling will not be refunded and may incur redirection surcharges payable by the shipper.

6.5 If a consignment(s) is returned due to incorrect or incomplete address information or contact details the shipper is liable to pay all return charges.

6.6 ParcelBroker is not able to proactively monitor your shipment(s) for you. It is the shipper’s responsibility to monitor their tracking information and advise us of any irregularities.

6.7 With the exception of pallet deliveries via our PB pallet services (upon request), delivery drivers will not call via phone, prior to or upon delivery.

6.8 In the event that your recipient is not at the delivery address when the driver attempts delivery, they will either leave your goods with a neighbour, deliver to a nearby retail or access point or return the shipment to the local depot. Some of the carriers we use may leave a calling card advising of the action that has been taken, but this is not guaranteed.

6.9 Please note for all overseas shipping, a local contact phone number must be supplied for the recipient. Our carriers will not call a UK or any other international phone number. ParcelBroker will not re-ship any returned consignment(s) if a local contact telephone number is not provided (prior to shipping) and the carrier could not call to arrange delivery, nor will a refund be given.

6.10 The reliability of consignee contact details is not assumed by ParcelBroker. If a consignment is delayed or returned to the shipper because a carrier could not make contact with a recipient, ParcelBroker will not be held accountable. No re-ship or refund will be given in such instances. The shipper will be liable for return charges.

6.11 Up to three delivery attempts will be made for each consignment, depending on the service. If unsuccessful the consignment will be returned or abandoned. Return charges will be associated with the account holders ParcelBroker account.

6.12 It is the customers’ responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re shipped free of charge, as delivery has been attempted completing the agreed contract.

6.13 Failed deliveries via our ParcelBroker pallet services will incur a redelivery charge (one per pallet space) payable by the ParcelBroker account holder. For example, if the destination address is incorrect, is closed /vacant or unwilling /unable to accept the shipment on the first delivery attempt.

6.14 Transit times quoted by ParcelBroker are not inclusive of time taken to clear goods through customs.

6.15 Delivery drivers are not obliged to manually lift parcels exceeding 25KG in gross weight unassisted. If your item exceeds 25KG, please ensure you have the physical or mechanical capability to assist the driver with loading.

6.16 Our couriers cannot deliver direct to stands at exhibition halls or trade fairs in any circumstances. Deliveries must be made to the logistics agent managing the exhibition/fair only.

7. Customs Clearance

7.1 All exports travelling to destinations outside of the European Union will be subject to customs clearance (this excludes documents shipped on our document services).

7.2 You are pre paying for the postage charges of your consignment(s) only. ParcelBroker has no control over any customs queries or charges (import taxes or duties or any similar charge(s)) that are applied by local customs authorities.

7.3 ParcelBroker is not liable to pay any customs charges that may arise. All shipments sent via our services are sent DAP (Delivered at Place) unless agreed in writing prior to collection of the shipment.

7.4 Customs charges must be paid in addition by the sender or receiver before, or in some cases after delivery is made. ParcelBroker reserve the right to pass these charges directly onto the shipper that placed the order if necessary. If your recipient does not wish to pay the charges and the consignment is returned, all return charges will also be passed on to the shipper.

7.5 All exports travelling to destinations outside of the European Union will require a customs invoice. Depending on the commodity being sent further information and supplementary documentation may be required.

7.6 It is the sender’s responsibility to ensure all export documentation is present and correct. We recommend either contacting HMRC or the consulate or customs authority of the destination country to ensure all paperwork requirements are met prior to shipping.

7.7 Documents shipped on our document service are not subject to customs clearance. For this reason a customs invoice is not needed. Supplying one may cause confusion and in turn delays. ParcelBroker cannot be held responsible for any delays or charges applied by customs authorities for this reason.

7.7.1 Our document services cannot be used to ship any products or commodities. They must be used for shipping documents only. ParcelBroker will not be held responsible for customs delays or any other outcomes if commodities are shipped via our document services.

7.8 Once a shipment enters customs control, ParcelBroker and the relevant carrier have no control over the shipment. ParcelBroker and the relevant carrier cannot be held responsible for any outcomes or delays as a result of customs clearance. It is the shippers responsibility to monitor tracking information and advise ParcelBroker of any irregularities or prolonged customs delays

7.9 Customs authorities may return goods back to the sender if goods shipped are prohibited items, export restrictions apply or if incorrect or insufficient paperwork is supplied. In this case the full import cost will be charged to the shipper.

7.10 Customs may choose to seize or dispose of any prohibited or restricted items, no claims for loss may be made in this situation.

7.11 Consignments that exceed the value of £4,699 may be delayed as they will require further documentation for clearance. ParcelBroker do not advise sending any consignment with a value over £1000 as no extended liability can be offered over this value.

7.12 ParcelBroker can offer advice and assistance on export matters but it not an official point of authority for customs enquiries.

8. Payment

8.1 All pay as you go shipping payments are taken via our website only. We do not accept payment via phone or post.

8.2 Payment is taken by ParcelBrokers automated payment system at the end of the booking process. Payment can be made by:

8.2.1 All major UK credit and debit cards at the time of booking (Pay as you go).

8.2.2 PayPal

8.2.3 By using a credit or debit card that has been previously saved by our secure payment processor ready for repeat orders. Please note; all card details are securely encrypted, we have no access to these details.

8.2.4 Through our pre-pay top-up facility. This allows account holders to load pre-paid funds onto their online ParcelBroker account. We accept top-up payments via BACS, all major UK credit and debit cards and PayPal. Pre-paid funds can only be used to pay for an order in full, these funds cannot be used for part payments. The minimum transaction for using our top-up facility is currently £20. Top-up deposits will not be added to your ParcelBroker account until the transaction successfully clears.

8.2.5 Credit account. ParcelBroker reserves credit facilities for business users only. Credit account users agree that all invoices will be paid on the last day of the month following the one in which the invoice is dated. Unless where otherwise agreed, late payments are subject to Statutory Interest in governance with the Late Payment of Commercial Debts (Interest) Act 1998. To be eligible for a credit account, applicants will have a spend in excess of £250 (exc. VAT) per calendar week with ParcelBroker.

8.2.6 ParcelBroker reserves the right to refuse, refund or request supporting documents to qualify any payments made through our automated systems. Failure to comply with reasonable requests for supporting documentation may result in early termination of the contracted services.

9. Cancellation & Refunds

9.1 Up until the time that a consignment is collected, you reserve the right to cancel an order and receive a full refund. Please note that we are able to hold your orders for a future collection date if required.

9.2 Refunds are usually processed the same day but may take up to 72 hours to authorise in some cases. Payments will be returned via the same method of payment used to originally pay for the order. Refunds cannot be made to any other person, card or account other than that which was used to pay for the order. Once processed, refunds are instant. The time taken for funds to reach your account will dependant on your bank.

10. Surcharges

10.1 On occasion, surcharges may be charged to the ParcelBroker account holder. These charges are payable in addition to the costs pre-paid for the carriage of a shipment. All surcharges will be charged to the account holders ParcelBroker account and confirmed in in writing by email to the account holder.

10.2 Surcharges represent additional costs incurred by ParcelBroker from its carriers that are relative to your shipment(s), or administrative costs suffered by ParcelBroker.

10.3 If surcharges are not settled or queried (with evidence demonstrating that the surcharge is undue) within 5 working days of being raised, the amount will be charged directly to the original payment method used when your order was booked. This will incur an additional administrative charge of £5.00 +VAT.

10.3.1 In the case where the surcharge value is greater than £100.00 the surcharge will automatically be taken from the relevant payment method.

10.3.2 In the case where the original payment method is a pre-paid credit or debit card, the surcharge will automatically be taken.

10.4 The following examples indicate when surcharges may be payable. This is not an exhaustive list. All surcharges are subject to VAT where applicable.

10.4.1 If consignments are re-measured larger or check-weighed heavier than declared, a surcharge will be raised to reclaim the difference in the cost pre-paid and the cost that should have been paid for that service.

10.4.2 Remote area surcharges may be applied by our carriers for certain destinations. Shipping quotes obtained via our website will be inclusive of these charges should they apply.

10.4.3 Some carriers will charge a £3.00 additional handling surcharge for parcels not fully encased in cardboard. This will be apparent during the booking process and you will have the opportunity to declare how your goods are packaged.

10.4.4 Shipments booked through our PB pallet services are subject to a £15.00 per pallet surcharge if collections or deliveries fail.

10.4.5 All of our carriers have maximum parcel sizes and weights and will surcharge shippers whose consignment(s) exceed them. If you declare accurate information our quote and book system will avoid these surcharge by either offering a different service or working the surcharge into the original price should your consignment(s) be quoted for as oversize. Oversize surcharges are charged at either £22.50 or £29.00 per consignment depending on the carrier used. If your consignment has been re-measured as larger than declared and subsequently oversized, our carriers will apply an oversize surcharge which is payable by the shipper. You should also expect to be surcharged for the difference in weight.

10.4.6 Any pallets booked on non PB pallet services that are not stackable will be surcharged £22.50.

10.4.7 If incorrect delivery address information is supplied and our carriers need to correct your address information to complete delivery, they will apply an address correction surcharge. Depending on the carrier and service used this surcharge is charged a rate of £4.50, £4.90 or £9.00 per consignment.

10.4.8 Unless otherwise agreed as part of a claim settlement, all return carriage charges are payable by the shipper.

10.4.9 Goods may be held, returned to our office, sold or auctioned to recover any unpaid surcharges or shipping charges owed by the shipper.

10.5 If you wish to query a surcharge you may write to ParcelBroker via email, stating your query and provide any evidence to support your query. ParcelBroker will forward your query to the relevant carrier on your behalf. Please note; ParcelBroker has no authority to override our carriers’ final decision.

11. Delay, Damage & Loss

11.1 Any item that is listed in our prohibited items list is exempt from any claim against delay, damage and loss. Please check our Prohibited Items list for more information.

11.2 In respect of a late delivery the customer may claim a refund of the consignment charges paid for the service. Selected certain exclusions apply, for example if manual waybills are used.

11.3 Claims for damaged lost or late deliveries will be refused if occurring under any of the following situations:

  • Act of God* - Any naturally occurring event or disaster that is outside of human control, such as extreme weather.
  • Consequences of war
  • Insufficient packaging/Incorrect labelling
  • Prohibited contents
  • Force Majeure

11.4 If your shipment is delivered later than quoted you may be entitled to the following refund. On guaranteed (timed specific services such as pre 9AM) services: 50% refund. On non-guaranteed (all other services) services: 25% refund.

11.5 Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.

11.6 For consignments travelling outside the E.U. the goods will need to be cleared by customs authorities. ParcelBroker and the relevant carrier will not be held responsible for any delays caused by customs clearance. In addition to this customs authorities may return goods back to the sender if either; prohibited items are shipped, export restrictions apply to the goods shipped or if incorrect or incomplete paperwork is supplied. In this case all return charges and any customs charges incurred will be charged to the shipper.

11.7 Your consignment(s) must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with adequate cushioning materials surrounding the item. Please see our recommended packaging guidelines.

11.8 In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered and at the address it was delivered to. If the item is moved, repaired or otherwise altered, or if the packaging is not kept claims will be rejected.

11.9 Any item traveling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall or other impact with the external packaging intact will be declined. Please see our packaging guidelines for details on how to package your items correctly.

11.10 If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the damage will either not have occurred in transit or the internal packaging will not have been sufficient to protect the product.

11.11 The recipient must sign 'UNCHECKED' for all parcels that he or she is unable to check when the driver delivers.

11.12 If the box or packaging is clearly damaged on delivery, it is of paramount importance that the recipient signs for the delivery as 'DAMAGED', otherwise any claim for damage will be refused. It is the shipper’s responsibility to inform the recipient of these terms and conditions.

11.13 ParcelBroker will not be held liable for consignment losses caused by incorrect labelling, incorrect address information, or insufficient packaging.

11.14 Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated or damaged in transit.

11.15 Customs may dispose of any prohibited or restricted items, no claims for loss may be made in this situation.

11.16 Customs may dispose of goods if the recipient or sender does not pay required duties and taxes. No claim for loss will be accepted in these cases.

12. Liability & Claims

12.1 Each service comes with a limited amount of Transit cover. If you require cover for the full value of your goods you will need to purchase the relevant level of extended liability. Please ensure you have check our prohibited items and items of limited liability list to ensure your goods qualify before purchasing extended liability. You can check this here.

12.2 Additional extended liability purchased replaces the inclusive liability cover. Extended liability is charged at 2% of the declared shipment value. In the event of a claim and when covered, you may request recompense for any value up to the declared shipment value. Please note; a shipment is covered for the cost (not resale) value of the goods only. Extended liability is automatically added to each shipment booked based on the value declared. If extended liability is not required you should opt out at this point in the booking process.

12.3 A consignment can be covered for a maximum of £1000 against loss and /or damage in transit.

12.4 Transit cover applies per consignment only and not per parcel within a multi parcel consignment.

12.5 Please view our Prohibited Items list to check eligibility if making a claim for lost or damaged goods.

12.6 Claim applications for third to fourth party shipments (drop shipping /freight forwarding) will not be accepted under any circumstances.

12.7 ParcelBroker will not accept claim applications from any person or party other than the registered ParcelBroker account holder who placed the order.

12.8 When making a claim, you are claiming against ParcelBroker. You cannot claim against our carriers directly. Any attempt to claim against our carrier directly will void any claim with ParcelBroker for that shipment.

12.9 In the event of a claim for damage, a cost invoice is required to prove the value of the damaged goods (if irreparable), or a repair bill showing the cost to repair the damaged goods.

12.10 All claims application for damages must also be accompanied with photographic evidence clearly demonstrating the reported damage to both the goods, and the internal and external packaging used.

12.11 Where compensation is given for damaged goods that cannot be repaired, ParcelBroker will take ownership of the damaged goods.

12.12 In the event of a claim for loss, a cost invoice is required to prove the value of the lost goods.

12.13 Until our Customer Service team have received a completed claims application form, cost invoice and supporting photographic evidence (if applicable) from the claimant, claim applications will not be submitted to our Claims Department for review.

12.14 All claims must be brought to our attention via email within 5 days of delivery for damages or 12 days from the date of collection for loss. Failure to meet these deadlines will result in a claim application being rejected.

12.15 On your claim application form, you must state your ParcelBroker order number and provide a detailed description of the claim /complaint. We may require up to at least 21 calendar days to review all details of the claim before the claimant is contacted

12.16 ParcelBroker’s Claims Department reserves the right to contact all involved parties during claim investigations, including the shipper, receiver, supplier and any other connected third party.

12.17 Any details entered on the claims documents must be clear, accurate and known to be true to the best of the claimant’s knowledge. Any attempt to provide false or misleading information will be taken seriously and may be passed onto the Crown Prosecution Service and reported under the Fraud Act of 2006.

12.18 If a shipment is not correctly labelled with the barcoded labels produced via our site, the claim will be rejected. This also includes waybills /labels manually written with the driver.

12.19 If a package or consignment is under declared in either the size or weight, any and all extended liability is null and void.

12.20 In the event of a claim settlement, payments will be made via cheque or BACS transfer. Payments can be made to UK bank accounts only.

13. Liability Continued

13.1 Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with ParcelBroker.

13.2 Loss or damage under the following conditions will not be covered:

  • Act of God *
  • Consequences of war
  • Insufficient packaging / Incorrect labelling (Not using our barcoded labels - Manual waybills are also not covered for loss or damage)
  • Prohibited contents
  • Force Majeure

13.3 Liability is limited to the cost of sending the item only and to the cost value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss (including no claim for labour or associated costs) or damage arising out of any problem in relation to the service you ordered.

14. Severability

14.1 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.

15. Governing Law

15.1 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.

16. Statutory Rights

16.1 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.

17. Use of the ParcelBroker Brand

17.1 You agree that you shall not use the words 'Parcel Broker', 'ParcelBroker.co.uk', 'ParcelBroker' or any variant that includes the word 'ParcelBroker.co.uk' or may be confused with it on Google Adwords, Bing Ads or any similar internet advertising service. Any use of these terms would be in breach of our registered Trademark and legal action will be taken to protect ourselves.


*.1 [9.3] An act of God is an unforeseeable natural phenomenon. Which can be described up to but not limited by the following:

  • (i) which involve no human agency
  • (ii) which is not realistically possible to guard against
  • (iii) which is due directly and exclusively to natural causes and
  • (iv) which could not have been prevented by any amount of foresight, plans, and care.