Terms of Service

DropNPickUp (“DropNPickUp”, “we”, “us”) is a trading name of DropNPickUp Logistics Ltd, a company registered in England and Wales (company number 17266181), registered office Office 1373, 60 Tottenham Court Road, Fitzrovia, London, W1T 2EW, United Kingdom. You can contact us at support@dropnpickup.com.

DropNPickUp operates an online marketplace that connects customers and businesses who need items delivered with independent, self-employed drivers who provide delivery services.

For courier jobs DropNPickUp is an intermediary. We are not a carrier, courier, or delivery company, and we do not ourselves transport goods. The delivery contract for any given job is between the customer and the driver. Our role is to provide the platform, calculate an estimated price, facilitate matching, process payment, and provide tracking and support tools.

Alongside the courier marketplace we offer additional services that have their own terms below: storage and fulfilment for businesses that store stock with us and ask us to fulfil and deliver their orders (section 16); business accounts with credit wallets, teams and recurring jobs (section 17); and day-rate labour-supply bookings where a business books drivers for site or depot work (section 18). Where a specific service section applies to you, it applies in addition to the rest of these terms.

You must be at least 18 years old and able to form a binding contract to use DropNPickUp. You are responsible for the accuracy of the information on your account and for keeping your login credentials secure. You must not share your account or impersonate anyone else.

Drivers must additionally satisfy our verification requirements, including identity, right-to-work, driving licence, insurance and vehicle documentation, before they can be matched to jobs.

When you post a job we generate an estimated price from the distance, item details and category you provide. Prices, distances and matching are recalculated on our servers; the figures shown before posting are estimates, not the final contract price until the job is confirmed and paid.

Payment is taken at the time you confirm a job, by card via our payment processor (Stripe) or, for eligible business accounts, from a pre-funded credit balance. You authorise us to take payment for jobs you confirm.

DropNPickUp does not charge subscription or membership fees to customers or drivers. We retain a percentage of each job’s price as a platform fee; the remainder is paid to the driver. The current driver payout percentage is configured in the platform and may change from time to time.

Drivers are independent contractors, not our employees. Each driver:

• is solely responsible for their own tax, National Insurance, and any self-employment obligations;
• must hold valid motor insurance appropriate for carrying goods for hire and reward, a valid driving licence, and a roadworthy, MOT’d vehicle;
• must carry out jobs they accept with reasonable skill and care, on time, and handle goods responsibly;
• must comply with all applicable road traffic, transport and safety law;
• where they bring a second person onto a white-glove job (a crew member, see section 15), remain responsible for that person on the job and must ensure their own insurance permits and extends to a helper.

You agree to:

• provide accurate pickup and drop-off addresses, contact details and item descriptions;
• ensure items are lawful, properly packaged, and accurately described (see our Acceptable Use Policy);
• be available, or ensure someone is available, at the agreed pickup and drop-off times — keeping the driver waiting beyond the free allowance is chargeable (see section 8).

You may cancel a job at any time before a driver has collected the items. Before a driver is matched, cancellation is free and a full refund is issued automatically.

Once a driver has accepted your job, the driver has committed time and travel to it, so a cancellation fee applies and is paid to that driver as compensation. The remainder of what you paid is refunded. The fee is a small fixed amount when the pickup is still some way off, rising (to a share of the driver's payout) when the pickup is imminent. The current amounts are shown to you at the point of cancellation and are set out in your dashboard. Once items have been collected, a job can no longer be cancelled — see returns below.

Waiting time.Drivers allow a free waiting period at each stop — currently the first 15 minutes at pickup and the first 15 minutes at drop-off. If the driver is kept waiting beyond that (for example nobody is available, the items aren't ready, or access hasn't been arranged), a waiting fee applies to the additional time, billed per started 15-minute block — currently £7.50 per 15 minutes (£30 per hour). Waiting is measured from the driver's arrival, recorded in the app, to collection or hand-over. Waiting fees are charged after delivery to your saved card or credit balance and are passed on to the driver in the same way as the job price; if we can't collect, the fee remains due on your account and you may be unable to post new jobs until it is settled. The free allowance and rate may change from time to time; the values above are those current at the date of these Terms, and the tariff in force at the time of your delivery applies.

Card-on-file.When you pay by card we securely store that card with our payment provider (Stripe) and you authorise us to charge it for delivery extras — for example a return when a delivery can't be completed, waiting time as described above, or handling surcharges — as described in these Terms. We never see or store your full card number.

Refunds are made to the original payment method or your credit balance.

A delivery can fail through no fault of the driver — for example the recipient is out, refuses the items, or the address can't be accessed. If that happens, the driver keeps your items and we automatically arrange a return to the sender (a new leg back to your pickup address).

The return is chargeable. Its price is calculated the same way as any job and, under the card-on-file authority in section 8, is charged to your saved card. If no card is on file (for example you paid with business credit), we settle it from your credit where possible; otherwise it is recorded as an amount owed. While an amount for a return remains unpaid, you will be unable to post new jobs until it is settled. We will always show you the amount and the reason.

Recipient contact.If you give us a recipient's phone number, it is stored privately and used only to help complete the delivery. Drivers can contact the recipient through the app but are never shown the number. Provide a recipient's details only where you are entitled to share them.

You must not use DropNPickUp to send prohibited items or to engage in prohibited conduct. What is prohibited is set out in our Acceptable Use Policy, which forms part of these terms.

Responsibility for goods in transit rests with the driver carrying them and, where applicable, the driver’s goods-in-transit insurance. DropNPickUp does not itself insure goods unless we expressly state otherwise for a specific service. You should not send items of exceptional value without arranging appropriate cover.

As an intermediary, DropNPickUp is not liable for the acts or omissions of drivers or customers, for loss of or damage to goods, or for delays, except to the extent caused by our own breach of these terms or negligence.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under English law. Subject to that, our total liability to you in connection with the service is limited to the platform fees we received in respect of the relevant job.

We do not exclude or limit any rights you have as a consumer under the Consumer Rights Act 2015 or other applicable law.

We may suspend or close an account that breaches these terms, the Acceptable Use Policy, or applicable law, or where we reasonably suspect fraud or a risk to other users. You may close your account at any time by contacting us.

The DropNPickUp platform, brand, and content are owned by us or our licensors. You may use them only as needed to use the service.

Some white-glove jobs (for example pianos, motorbikes, art or large, fragile items) need a second pair of hands. A crew memberis a person a lead driver invites onto such a job to help lift, carry, protect and place the goods. A crew member does not drive the vehicle; the job runs on the lead driver's van.

• A crew member is an independent, self-employed person — not an employee or worker of DropNPickUp. They are responsible for their own tax and National Insurance.
• On each job a crew member works under the lead driver's cover. The lead driver is responsible for the crew member on the job and for ensuring their insurance permits a helper (section 6). DropNPickUp is neither the employer nor the insurer of the crew member.
• Before a crew member can be added to a job they must complete identity and DBS verification (and a white-glove handling check); these are re-checked over time. They confirm this agreement at the point they accept each invitation.
• A crew member is paid their agreed share of the driver-side payment for the job, direct to their bank via Stripe. The split is set by the lead driver and shown before acceptance.

If you store stock with us for fulfilment (a merchant or fulfilment account), we provide a third-party logistics service: we receive your stock into a partner warehouse, store it, pick and pack your orders, and arrange last-mile delivery to your customers — with a branded tracking page they can follow without logging in. You send us orders manually, by spreadsheet upload, or via our API.

What you’re responsible for.You remain responsible for the goods you send us and for the accuracy of what you upload — product details, dimensions, weight, value, handling requirements, and your customers’ delivery details. You confirm you are entitled to send us those goods and to share that data, and that nothing breaches our Acceptable Use Policy (section 10). We may refuse, hold or return goods that are prohibited, hazardous, mis-declared or unsafe to store or handle.

Storage and handling. Your goods are stored at our partner warehouses and handled by warehouse operators. We take reasonable care of stock in our custody, but our liability for loss of or damage to stored goods is limited as set out in section 12, and you should keep your own insurance for high-value stock.

Charges and billing. Fulfilment is charged for storage (by volume and period), handling/fulfilment, and delivery, at the rates set out in your account or contract. Depending on your billing mode we either take charges from a pre-funded wallet when an order is dispatched, or, where we have agreed net monthly terms (which require an approved credit limit), invoice you monthly. Unpaid charges may pause new fulfilment until they are settled.

Returns.We can receive and process your customers’ returns, assess their condition, and restock or quarantine them according to your instructions. Either of us may end the fulfilment arrangement on reasonable notice; you remain liable for charges incurred and for arranging removal of your remaining stock.

A business account adds saved addresses, a team, a pre-funded credit wallet, accountant-ready invoices and statements, and the ability to schedule recurring jobs. It is intended for companies and sole traders who post jobs regularly.

Credit wallet. You pre-fund your wallet (by card via Stripe) and we charge it when a job is confirmed or dispatched. Your balance and a dated ledger are shown in your dashboard. Where a job is cancelled, we may return the amount to your wallet as credit rather than to your card (section 8). Wallet credit is for use on the platform and is not a deposit-taking or e-money service.

Team members. You may invite colleagues to your account. You are responsible for who you invite, for their actions on your account, and for removing access when it is no longer needed.

Recurring jobs. You can set a job to repeat on a schedule. Each occurrence is a separate job that is priced and charged when it is created, using the prices and your wallet or credit at that time. You can pause or cancel the schedule, and you are responsible for keeping enough wallet balance or credit available for upcoming occurrences. Invoices, credit notes and statements we provide are for your records; your own tax treatment is your responsibility.

Some businesses (a labour client) book drivers for day-rate work at a site or depot — for example a shift of multi-drop deliveries — instead of posting individual jobs. You book by date and location; the day rate and any booking terms are shown when you book and/or set out in your contract, and are charged from your wallet or credit or as otherwise agreed.

Status of drivers. Drivers supplied for day-rate work are independent, self-employed contractors. They are not employees or workers of the labour client or of DropNPickUp. Depending on the circumstances, day-rate engagements can carry tax and employment-status implications (including the off-payroll working / IR35 rules). Each party is responsible for its own tax and status position and should take its own advice.

On site. The labour client must provide a safe place of work, accurate instructions, and anything reasonably needed for the work; drivers must follow reasonable site rules and applicable law. Cancelling a booking close to the start may incur a charge, shown when you book, to compensate drivers for committed time. Our liability is limited as set out in section 12.

We may update these terms from time to time. Material changes will be notified to you, and the “last updated” date above will change. Continued use after a change means you accept the updated terms.

These terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction.

Questions about these terms? Email support@dropnpickup.com.