Terms & Conditions

Last updated: 22 August 2026

These Terms and Conditions (“Terms”) govern your access to and use of ZippyRoute’s website, mobile applications and local delivery services (together, the “Service”).

Please read these Terms carefully before creating an account or placing an Order. By using the Service or confirming an Order, you agree to these Terms.

If you are a Business Customer and have entered into a separate written agreement with us, that agreement will take priority where it conflicts with these Terms.

Nothing in these Terms affects any legal rights that cannot lawfully be excluded or restricted.

1. About us

ZippyRoute is operated by ZIPPYROUTE LTD, a private limited company registered in England and Wales under company number 17356423.

ZippyRoute provides local delivery services for individuals, businesses and multi-drop operations across Bristol and surrounding areas. We may use independent delivery partners to carry out deliveries on our behalf.

You can contact us at contact@zippyroute.co.uk.

2. Definitions

In these Terms:

• “Business Customer” means a person placing an Order wholly or mainly for purposes relating to their trade, business, craft or profession.
• “Consumer” means an individual using the Service wholly or mainly for purposes outside their trade, business, craft or profession.
• “Customer” or “you” means the person or business creating an account, placing an Order or otherwise using the Service.
• “Driver” means a delivery partner who performs collections and deliveries through the Service.
• “Items” means the goods, parcels or documents submitted for delivery.
• “Order” means a delivery request accepted and confirmed through the Service.
• “Recipient” means the person intended to receive the Items.

3. Eligibility and accounts

You must be at least 18 years old and legally able to enter into a contract to create an account or place an Order.

You must provide accurate and current information and keep your account details up to date. You are responsible for:

• keeping your login credentials secure;
• Orders placed through your account; and
• notifying us promptly if you suspect unauthorised access.

We may ask you to verify your identity, contact information or payment details where reasonably necessary for security, fraud prevention or legal compliance.

4. Availability of the Service

The availability of the Service depends on factors including location, Driver availability, road conditions, Item type and operational capacity.

We do not guarantee that a Driver will be available for every requested time or location. We may refuse or cancel an Order where we cannot safely, lawfully or reasonably perform it.

If we cancel before providing the Service, any amount paid for the unperformed Order will be refunded.

5. Bookings and formation of the delivery contract

When placing an Order, you must provide complete and accurate:

• collection and delivery addresses;
• contact details for the sender and Recipient;
• collection and delivery instructions;
• description, quantity, approximate weight and dimensions of the Items; and
• any other information requested during booking.

Submitting a request does not guarantee acceptance. A contract for a particular delivery is formed when we confirm that Order.

Any estimated collection or delivery time shown before confirmation forms part of the estimate only, unless we expressly agree in writing that a specific time is guaranteed.

6. Item limits and packaging

Unless we agree otherwise in writing:

• no individual parcel or bag may weigh more than 10 kg;
• the total weight of an Order may not exceed 20 kg; and
• no individual Item may exceed approximately 50 × 50 × 40 cm.

Different limits may apply depending on the vehicle used and the nature of the delivery.

Items must be securely and appropriately packaged for local transport. Packaging must protect the Items against ordinary movement, handling and weather conditions.

We may refuse Items that are inadequately packaged, heavier or larger than described, unsafe to handle or unsuitable for the available vehicle.

7. Prohibited and restricted Items

You must not send:

• Items that are illegal to possess, supply or transport;
• stolen goods or proceeds of crime;
• weapons, ammunition or explosives;
• dangerous, hazardous, highly flammable, corrosive, toxic or radioactive materials;
• damaged or defective batteries, loose lithium batteries or unsafe electrical equipment;
• illegal drugs or controlled substances, except where expressly accepted under a lawful written arrangement;
• live animals;
• human remains, human tissue, blood or medical specimens;
• counterfeit goods;
• cash, precious metals, jewellery or other unusually valuable Items unless expressly agreed in writing;
• Items likely to cause injury, contamination or damage; or
• perishable or temperature-sensitive goods that are not suitably packaged or that require temperature-controlled transport we have not expressly agreed to provide.

Medicines, age-restricted goods and other regulated Items may only be carried through an approved Business Customer arrangement and in accordance with all applicable legal, packaging, identification and record-keeping requirements.

The sender remains responsible for determining whether an Item may lawfully be transported.

8. Inspection, refusal and authorities

ZippyRoute Drivers do not ordinarily open or inspect the contents of sealed packages.

We may ask you to provide additional information about an Item and may refuse, suspend or cancel an Order where we reasonably suspect that the Items breach these Terms or applicable law.

Where required or permitted by law, we may provide information to the police, regulators or other competent authorities and may hand Items to them.

We may take reasonable action to deal safely with Items presenting an immediate risk.

9. Collection and delivery

You must ensure that:

• the Items are ready at the agreed collection location;
• somebody is available to hand them to the Driver;
• the Recipient is available or suitable delivery instructions have been provided; and
• the Driver can access both locations safely and lawfully.

We will make reasonable efforts to contact the sender or Recipient where a delivery problem arises.

Delivery times are estimates and may be affected by traffic, weather, accidents, road closures, incorrect information, access restrictions or circumstances outside our reasonable control.

Proof of collection or delivery may include a photograph, delivery code, time record, status update or other electronic confirmation.

We will only leave Items in a safe place where this has been specifically authorised. A delivery completed in accordance with those instructions may be treated as delivered.

10. Failed deliveries and returns

If delivery cannot be completed because the Recipient is unavailable, access is not possible or the information provided is incorrect, we may return the Items to the collection address where reasonably possible.

ZippyRoute will not normally apply a separate return fee following an unsuccessful delivery attempt. However, any further delivery attempt will be treated as a new Order and charged at the applicable price.

Where Items cannot be delivered or returned, we will contact you for instructions. Reasonable storage or disposal costs may apply if Items remain unclaimed after reasonable notice.

11. Prices and payment

The price and any applicable taxes or charges will be shown or quoted before you confirm an Order.

Prices may depend on:

• distance;
• number of stops;
• Item quantity, weight or dimensions;
• service level;
• waiting time; and
• any special handling requirements.

Payment may be processed by third-party payment providers. ZippyRoute does not store complete payment-card details.

You authorise us and our payment providers to collect the charges associated with Orders placed through your account.

Business Customers may be offered weekly invoicing or credit arrangements. The applicable prices, payment period and credit limit will be confirmed separately.

A free pilot or promotional period does not continue beyond its expressly agreed duration.

12. Cancellations, immediate performance and refunds

Consumers may have statutory cancellation rights for services purchased online.

Because ZippyRoute Orders are normally intended to begin shortly after booking, we may ask you to expressly request that the Service starts during the statutory cancellation period.

Where you make that request:

• you may be required to pay a proportionate amount for services performed before cancellation; and
• once the delivery has been fully completed, you may lose the statutory right to cancel, provided you acknowledged this before performance began.

Before collection, you may request cancellation through the available support or in-app options.

Any cancellation charge must reflect the progress of the Order, the work already performed and reasonable costs incurred. The applicable basis for the charge will be shown before you confirm the Order.

After collection, we will stop or redirect the delivery only where reasonably and safely possible. Charges may apply for work already performed.

Where a refund is due, it will normally be returned to the original payment method.

Nothing in this section limits your rights where the Service was not provided with reasonable care and skill.

13. Loss of or damage to Items

You must notify us promptly if an Item is lost or damaged and provide:

• the Order number;
• proof of ownership and value;
• photographs where relevant; and
• any other information reasonably required to investigate the claim.

Where legally permitted, standard compensation for loss of or physical damage to the Items themselves is limited to the lower of:

• the reasonable replacement value of the affected Items; or
• £30 per Order.

Where the Service was not properly performed, any refund of the delivery charge will be considered separately.

The £30 limit is a contractual compensation limit and is not an insurance policy.

Items worth more than £30 should not be sent unless we have agreed in writing to accept them with a higher compensation limit. You are responsible for arranging any additional insurance you require.

We are not responsible for loss or damage caused by:

• inadequate or unsuitable packaging;
• the inherent nature or condition of the Items;
• inaccurate descriptions or instructions;
• ordinary wear, leakage or deterioration; or
• prohibited Items being submitted without our knowledge.

These limitations apply only to the extent permitted by law.

14. Our liability

We will provide the Service with reasonable care and skill.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of rights that cannot legally be excluded; or
• any other liability that cannot lawfully be restricted.

Subject to those protections, we are not responsible for indirect or consequential losses, loss of profit, loss of business opportunity or losses that were not reasonably foreseeable when the Order was confirmed.

Different limitations may apply to Business Customers under a separate written agreement.

15. Your responsibilities

You are responsible for:

• ensuring Items are lawful, properly described and adequately packaged;
• complying with all applicable laws, licences and restrictions;
• ensuring that collection and delivery instructions are safe;
• checking that the Recipient is legally permitted to receive the Items; and
• paying charges arising from inaccurate information or a breach of these Terms.

If you provide another person’s address, telephone number or other personal information, you must have a lawful reason to do so and should inform them that ZippyRoute may contact them for the delivery.

16. Acceptable use and account suspension

You must not:

• use the Service for unlawful, fraudulent or abusive purposes;
• interfere with the operation or security of the website or apps;
• attempt to gain unauthorised access;
• submit false or misleading information;
• threaten, harass or endanger Drivers, staff, customers or members of the public; or
• repeatedly misuse cancellation, refund or payment processes.

We may restrict, suspend or terminate access where reasonably necessary to protect the Service, comply with the law or respond to a serious or repeated breach.

Suspension or termination does not remove your responsibility to pay amounts already due.

17. Intellectual property

The ZippyRoute name, logo, website, applications, software and content are owned by ZIPPYROUTE LTD or its licensors and are protected by intellectual-property laws.

You may use the Service only for its intended purpose. You may not copy, reproduce, modify, reverse-engineer, distribute or commercially exploit our content or software without permission.

18. Privacy

Our Privacy Policy explains how we collect, use, retain and share personal information.

Delivery records and proof of delivery may contain personal information and must not be misused or shared for unrelated purposes.

19. Changes to these Terms

We may update these Terms to reflect changes in the Service, the law, security requirements or our business operations.

Updated Terms will be posted with a revised “Last updated” date. Material changes may also be communicated through the Service or by email.

Changes will not retrospectively alter an Order already confirmed unless required by law or agreed with you.

20. Complaints

If you have a complaint, contact contact@zippyroute.co.uk and include your Order number and a description of the issue.

We will investigate and aim to respond within a reasonable period.

If a Consumer complaint cannot be resolved, we will provide any information about an appropriate alternative dispute-resolution provider that we are legally required to provide.

21. Governing law and courts

These Terms are governed by the laws of England and Wales.

If you are a Consumer, you may bring legal proceedings in the courts available to you under applicable consumer law.

If you are a Business Customer, the courts of England and Wales will have exclusive jurisdiction, unless otherwise agreed in writing.

22. Contact