1) Booking & Cancellation Policy (Couriers Today)

Last updated: 4 March 2026

This Booking & Cancellation Policy applies to bookings made through the Couriers Today website and mobile application (“Service”). By placing a booking you agree to this Policy.

1. Bookings

1.1 Making a booking: When you submit a booking request, you agree that the information you provide is accurate (addresses, contact numbers, access details, item description, and any restrictions).
1.2 Booking acceptance: A booking is confirmed when you receive an in-app confirmation and/or email/SMS confirmation.
1.3 Availability: Bookings are subject to courier availability, service coverage, and operational constraints (e.g., vehicle size, road access, legal restrictions).
1.4 Prohibited items: You must not send illegal, dangerous, or restricted items, including (without limitation) firearms, explosives, illegal drugs, and any item prohibited by law or carrier policy. We may cancel bookings that appear to involve prohibited items.

2. Pricing, Fees, and Payment

2.1 Pricing: Prices may be based on distance, time, service type, size/weight, urgency, and other factors shown at checkout.
2.2 Payment processing: Payments are processed by Stripe. You authorise Couriers Today (and/or our payment processor) to charge the payment method you provide.
2.3 Additional charges: Extra charges may apply if the job details change (e.g., incorrect address, extra stops, heavy/oversized items not disclosed, waiting time, tolls/parking, redelivery). Where possible, we will notify you in-app before applying additional charges.

3. Customer Responsibilities

3.1 Packaging: You are responsible for ensuring items are properly packed and ready for collection.
3.2 Access & readiness: You must ensure safe access and that someone is available at pickup and drop-off.
3.3 Accurate details: If addresses or contact details are wrong and this causes delay or failure, extra fees may apply.
3.4 Lawful goods: You confirm you have the legal right to send the goods and they are lawful to transport.

4. Cancellations by You (Customer)

4.1 Before a courier is assigned / dispatched: You may cancel without a courier “dispatch” having started. If a payment was taken, you may receive a refund minus any non-refundable processing fees (if applicable).
4.2 After a courier is assigned or en route: If you cancel after a courier has been assigned or is travelling to the pickup point, you may be charged a cancellation fee to cover time and travel.
4.3 After pickup / in transit: Once the parcel has been collected, cancellation is generally not possible. If return is requested and feasible, a return fee will apply.
4.4 How to cancel: Cancel within the app (where available) or email hello@courierstoday.co.uk with your booking reference.

Note: Because courier work starts immediately after dispatch/assignment, cancellation charges are commonly required to be fair to couriers. The app will show any cancellation fee before you confirm where possible.

5. Cancellations or Changes by Us

We may cancel or amend a booking where:

• the job details were incorrect/misleading (size, weight, address, prohibited items)

• it’s unsafe or not possible to complete (e.g., weather, access, road closures)

• a courier becomes unavailable unexpectedly

• fraud or misuse is suspected
  If we cancel for reasons within our control before pickup, we will refund amounts paid for that booking (excluding any non-recoverable third-party fees where applicable).

6. No-Show / Waiting Time

6.1 If nobody is available at pickup or drop-off, the courier may wait for a limited time. Waiting time may be charged.
6.2 If the job cannot be completed due to a no-show, incorrect address, or refusal to accept delivery, you may be charged for the attempted service and any return/redelivery.

7. Refunds

7.1 Refund method: Refunds are issued back to the original payment method via Stripe where possible.
7.2 Timeframe: Banks and card providers may take several working days to display a refund.
7.3 Partial refunds: If some services were already performed (dispatch, travel, pickup attempt), refunds may be partial.

8. Complaints and Issues

If there’s a problem with a booking, contact hello@courierstoday.co.uk with your booking reference and details. We may request photos or supporting information.