Terms and conditions

These terms apply when you buy postage labels from Parcel Partner ("we", "us", "our"). Please read them before you buy. By creating an account or buying a label, you agree to them.

Parcel Partner is a trading name of TBC, a company registered in England and Wales under company number TBC. Our registered office is TBC. You can contact us through the support chat in your account or by email at hello@parcelpartner.co.uk.

Most of these terms apply to everyone. Some apply only to consumers (people buying for themselves, not for a business) and some only to business customers (anyone buying for a trade, business, craft or profession, including sole traders and online sellers). Where a term applies to only one group, we say so.

We sell prepaid Royal Mail postage labels for parcels sent within the United Kingdom. You choose the size and weight of your parcel, enter the sender and recipient details, pay, and print the label. You then stick the label on your parcel and drop it off at a Post Office or another Royal Mail drop-off point.

We are a reseller of postage. We don't collect, carry or deliver parcels ourselves: Royal Mail does, under its own terms (see section 8). We create each label through a label provider that has an agreement with Royal Mail.

We don't offer collections, international delivery, signed-for services or extra cover beyond what is included with the label (see section 11).

Every label belongs to an account, so that you can reprint it, cancel it or ask us for help with it later. You must be at least 18 to open an account or buy a label.

• Give us accurate details and keep them up to date.
• Keep your password safe and don't share it. Tell us straight away if you think someone else has used your account.
• If you hold a business account and invite members, you are responsible for the labels they buy and for their use of the account.

Our prices are in pounds sterling (GBP) and depend on the weight band you choose. The price shown before you pay is the full price of the label. There is no extra charge for payment or for printing. We are not currently registered for VAT, so no VAT is added. If that changes, we will show prices including VAT.

You pay by card or a digital wallet when you buy. Payments are processed securely by Stripe. We never see or store your full card number.

We may change our prices at any time, but a change never affects a label you have already paid for. If we show a wrong price because of an obvious error, we may cancel the order and refund you in full.

Before you pay, check the size, weight and addresses. We check that the details are complete and that Royal Mail can deliver to the postcode, but you are responsible for them being correct.

Our contract with you starts when your payment is accepted. We then ask our label provider to create your label, which usually takes a few seconds. If a label can't be created, we tell you and refund you in full.

A label is valid for one parcel only. Don't copy it, reuse it or change it by hand. Royal Mail may treat a copied or altered label as unpaid, and the parcel may be held, returned or charged to the recipient.

Consumers. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel a contract for services bought online. When you buy a label, you ask us to create it straight away, and you agree that our service of supplying the label is complete once the label has been created. From that moment your legal right to cancel ends.

You can still cancel an unused label under our own policy (section 7 and our refunds and cancellations page). Ending the legal right to cancel doesn't affect your other rights, for example if the service isn't provided with reasonable care and skill.

Business customers. The legal right to cancel doesn't apply to business purchases. Our own cancellation policy in section 7 applies to you in the same way.

• A label that can't be created. If we can't create your label, you can retry it, or request a refund of the full price from the label.
• An unused label. You can cancel a label you haven't used within 14 days of buying it, from the label in your account. If the cancellation is confirmed, we refund the full price. If the label has been scanned or used, or the cancellation can't be confirmed, we can't refund it.
• Anything else. If something has gone wrong with a label, contact us through the support chat. We review each case and may refund all or part of the price.

Refunds go back to the card or wallet you paid with. Your bank may take 5 to 10 working days to show the refund. More detail is on our refunds and cancellations page.

Royal Mail carries your parcel under its own terms and conditions, which apply alongside these terms. They cover how Royal Mail handles, delivers and returns parcels, what can be sent, and its liability. You can read them at royalmail.com/terms-and-conditions.

Delivery times are Royal Mail's aims, not guarantees. We aren't responsible for delays caused by Royal Mail, by bad weather, strikes or other events outside our control, or by wrong or incomplete addresses. If Royal Mail can't deliver a parcel, it returns it to the sender address on the label.

You are responsible for:

• choosing the size and weight band that matches your parcel, and weighing it with packaging included;
• packing it securely, so it survives normal handling, with fragile items cushioned and nothing able to leak or come loose;
• sticking the label flat on the largest side, without covering the barcode, and removing any old labels;
• dropping the parcel off soon after you buy the label, so the tracking matches the day it was sent.

If a parcel is bigger or heavier than the size or weight band you paid for, Royal Mail may refuse it, return it to you, or charge us an extra fee (a surcharge). We may pass that surcharge on to you, together with the difference between the price you paid and the right price. We will tell you why and send you the evidence before we ask for payment, and you must pay within 14 days.

You must not send anything that Royal Mail prohibits, or anything that we don't accept. When you buy a label, you confirm that the parcel holds no batteries, liquids, pastes, powders or magnets. The full list is on our prohibited and restricted items page.

If you send an item that isn't allowed, it isn't covered for loss or damage, Royal Mail may hold or destroy it, and you are responsible for any costs, fines or harm that result. We may report dangerous or illegal items to Royal Mail or the authorities.

Each label includes Royal Mail's cover for loss and damage up to the limit shown when you buy. You declare the value of the contents when you buy, and you can't declare more than the cover limit. We don't sell extra cover, so don't send anything worth more than the limit unless you are willing to accept the risk.

Compensation is the lowest of the declared value, the cover limit, and the item's actual value (for goods you sell, their cost to you, not the sale price). Royal Mail's terms set out what isn't covered, which includes:

• prohibited or restricted items;
• items that weren't packed well enough to survive normal handling;
• money, jewellery, precious metals and other valuables;
• loss of profit, missed sales or other indirect loss, and delay.

If a parcel is lost or arrives damaged, tell us through the support chat and we will make the claim to Royal Mail for you. Royal Mail sets strict time limits, so please contact us:

• for a lost parcel, once 10 working days have passed since the expected delivery date;
• for loss or damage, within 25 days of the day you dropped the parcel off.

We will ask for proof of posting (the receipt or drop-off scan), proof of the contents' value (such as a receipt or invoice) and, for damage, photos of the item and packaging. Keep the packaging until the claim is settled. We pay you what Royal Mail pays us for the claim, and we tell you Royal Mail's decision as soon as we have it.

We provide our service with reasonable care and skill, as the Consumer Rights Act 2015 requires. If we don't, you can ask us to put it right or, if that isn't possible, to refund some or all of the price.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if both of us knew it might happen when the contract was made. We aren't responsible for loss or damage that isn't foreseeable.

We don't exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breaking your legal rights in relation to the service.

Loss of or damage to a parcel in Royal Mail's network is covered by Royal Mail's cover and claims process (sections 11 and 12), not by us. We only supply the service for domestic and private use. We aren't responsible for any loss of profit, loss of business or business interruption.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that can't be limited by law.

Subject to that:

• we aren't liable for loss of profit, sales, business, goodwill or data, or for any indirect or consequential loss;
• loss of or damage to a parcel is covered only by Royal Mail's cover and claims process (sections 11 and 12);
• our total liability for each label is limited to the price you paid for it.

You can close your account at any time by contacting us. Labels you have already bought stay valid.

We may suspend or close an account, and cancel labels that haven't been used, if we reasonably believe it has been used for fraud, to send prohibited items, or in serious or repeated breach of these terms. If we cancel an unused label for any other reason, we refund it in full.

If you're unhappy with our service, please tell us. Our complaints procedure explains how to complain and how we will respond.

We may update these terms, for example when the law or our service changes. The terms in force when you buy a label apply to that label. If we make a significant change, we will tell account holders by email before it takes effect.

• We may transfer our rights and obligations under these terms to another organisation. We will tell you if we do, and it won't affect your rights. You may transfer yours only with our written agreement.
• Nobody else has any rights under these terms, apart from Royal Mail where its own terms give it rights.
• If a court decides part of these terms is unlawful, the rest stays in force.
• If we don't enforce a term straight away, we can still enforce it later.

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

If you're a consumer living in Scotland, you can also bring proceedings in the Scottish courts, and if you live in Northern Ireland, in the courts of Northern Ireland. Nothing in these terms takes away the protection of the consumer law of the part of the UK where you live.