DropYou – Customer Terms & Conditions

1. Introduction

1.1 These terms govern your use of the DropYou mobile app and website (the "Platform"). By placing a booking, registering for an account, or using any of our services, you agree to be bound by these Terms.
1.2 Our Platform connects customers with independent courier partners ("Drivers"). DropYou is a facilitator — not a courier service. Your contract for delivery services is between you and the Driver ( see driver/customer terms and conditions).
1.3 These Terms incorporate our Privacy Policy, Fair Use Policy, Cookies Policy, Cancellation Policy, and Complaints & Claims Procedure.

2. Platform Use and Eligibility

2.1 To use DropYou, you must be at least 18 years old and legally capable of entering into a binding agreement.
2.2 You may place orders as a registered user or guest. Business users may also assign team members to their account. You are responsible for all actions taken under your account.

3. Booking a Job

3.1 When placing a booking ("Job Request"), you must provide accurate and complete information, including:

• Collection and delivery addresses
• Item description, weight, size, and quantity
• Required vehicle type (e.g. small van, refrigerated, tail-lift)
• Driver assistance needs (loading/unloading)
• Contact details for sender and recipient
• Any relevant access or delivery restrictions

3.2 Failure to provide correct or sufficient information may result in additional charges, cancellation, or delays.
3.3 DropYou offers a 30-minute grace period for driver waiting time. Waiting beyond this will incur additional fees. Delays exceeding 60 minutes may lead to cancellation.
3.4 Changes to bookings (e.g. address updates or removing stops) must be made in-app. Additional fees may apply based on the job’s progress.

4. Driver Services

4.1 Drivers on DropYou are independent service providers. DropYou vets Drivers for identity and insurance but does not guarantee the quality of their services.
4.2 You agree not to contract directly with any Driver outside of DropYou without our written consent.
4.3 You must not use DropYou to send Prohibited Items without prior approval. A list of restricted and non-compensated items is published in our Prohibited Items Policy

5. Liability and Insurance

5.1 You may declare the value of your goods during booking.

• If declared, the Driver must have appropriate goods-in-transit insurance.
• If not declared, default coverage applies (typically £250 or £10,000 depending on vehicle type).

5.2 DropYou does not assume liability for loss or damage beyond platform facilitation. Claims must be filed via our in-app Complaints & Claims process within 28 days.

6. Payment

6.1 All payments are taken by DropYou via our payment processor. Drivers are paid only once the job is completed.
6.2 For guest or personal users, your card is charged upon job completion. For business customers, credit account terms apply (subject to approval).
6.3 You must not pay Drivers directly. Doing so breaches our Terms and voids any coverage or support.

7. Cancellations & Refunds

7.1 You may cancel a Job Request within 15 minutes of booking without charge.
7.2 Cancellations beyond this are subject to our Cancellation Policy and may incur fees based on job status and Driver allocation.

8. Platform Suspension or Termination

8.1 We reserve the right to suspend or terminate your account if:

• You breach these Terms.
• You misuse the Platform.
• You abuse Drivers or staff.
• Payment is overdue by more than 7 days.

8.2 We may also suspend access for updates, compliance, or legal reasons.

9. Legal and Regulatory Compliance

9.1 You agree to comply with all relevant UK laws and regulations when using DropYou, including those relating to transport, health and safety, and prohibited goods.
9.2 FAS Logistics Ltd complies with the Bribery Act 2010 and Modern Slavery Act 2015. We expect the same from our users and partners.

10. Limitations of Liability

10.1 We are not liable for delays outside our control (e.g. extreme weather, road closures, traffic, acts of God).
10.2 For consumers, we are responsible for loss only where:

• It is foreseeable and directly caused by our failure
• It does not involve business losses
• It is not caused by incorrect or incomplete information

10.3 For businesses, our total liability is capped at £250 per incident.

11. Governing Law and Disputes

11.1 These Terms are governed by the laws of England and Wales.
11.2 Consumers may bring claims in the courts of England or their country of residence in the UK. Businesses agree to submit to the exclusive jurisdiction of English courts.