Terms and conditions

1. Definitions

Listed below the following terms that will be found in these terms and conditions.

“Topparcel” means Topparcel.com Ltd, Company Number: 9285294, 5C Elton Business Park, Hadleigh road, Ipswich, IP2 0DD

“Consignments/parcel” means a parcel or a group of parcels sent to a single address.

“Consignee or Receiver” means the person who is receiving the consignment/parcel.

“Customer/Sender“ means the person who books and contracts with Topparcel to arrange collection and delivery of a consignment and who is responsible for all the payments.

“Compensation Cover” means transit cover that provides cover against Loss or Damage. This cover does not apply to goods listed in Restricted and Prohibited items.

“Courier/Third Party” means our carrier partners and others who deliver the consignments booked through our website.

“Collection Point” means the address at which any Consignment is received or collected by couriers.

“Shipping Labels” means The Documentation placed (outside) on the parcel.

“Delivery point” means the address to which any Consignment is to be delivered to by the couriers.

“No Compensation Items” means items that are transporting at your own risk without compensation cover for damage.

“Working Day” means Monday to Friday from 9 am to 5:30 pm within the UK, excluding public and bank holidays.

“Us, We, Our” means Topparcel  Ltd and topparcel.com

“You” means the customer who is contracted with us.

2. Our Obligations:

Topparcel will arrange collection and delivery of your consignment(s) via the Third Party Courier. All the services we offer will be provided using reasonable care, attention, and skills.We reserve the right without a notice to change, remove or introduce any service or prices that are available on our website. All queries or claims must be directed through Topparcel who will then contact the courier on your behalf. Tracking of your consignment is available through the website.

3. Your Obligations:

To ensure the contents of the consignment are the same as the contents declared when using our automated booking system. All address information supplied by the customer at the time of booking must be complete and accurate.  Our Couriers require a full postal address and cannot deliver to PO Boxes or such like.

Any consignment returned due to incomplete or incorrect delivery address will not be refunded. To ensure that your items are sufficiently packaged which must be able to withstand a short drop.

Any claims resulting from a consignment that is not packaged to a professional standard will be rejected.  All items must be packed in a double walled box with adequate cushioning materials surrounding the item(s). Please see our packing guideYou shall not send any consignment which contains anything illegal or unlawful in the UK or internationally.  No claims for loss or damage will be accepted in these cases. It is the customer responsibility to track their parcel using the tracking number provided by us or Our Couriers while it is in transit.

4. Collection/delivery:

Collection/Delivery date and time is shown on our website are estimates only and are not guaranteed on any service. Collections/Deliveries may be delayed for reasons that are out of the control of both Courier and Topparcel. We reserve the right to not refund all or part of the service if that happened. Collection/Delivery will be made by the Courier chosen at the time of booking.

Under no circumstance should any shipping labels be used except the pre-paid shipping labels supplied by Topparcel. Any use of manual shipping label or handwritten labels will invalidate transit cover and avoid a claim for loss and/or damage in transit. Please note that the maximum weight the Courier will take is 20 kg and 30 kg by volumetric weight. Please read Our instructions How to count the volumetric weight.

5. Customs Clearance:

All consignments travelling to destinations outside of the EU will be subject to customs clearance. It is your responsibility to provide the required documentation at your expense if any customs authority requires additional documentation.

Customs may dispose of goods if the sender or recipient does not pay required duties and taxes. You agree that we, the Courier or any governmental border or customs authority may open and inspect your consignment at any time.

Consignments may be subjected to security screening which could include x-ray equipment. Customs may dispose of any restricted or prohibited item and no claims for loss may be made in this situation. Customs may dispose of goods if the receiver or sender does not pay required duties and taxes. No claim for loss will be accepted in these cases.

Customs charges must be paid in addition to the sender or receiver before delivery is made. Top parcel reserve the rights to pass these charges directly on to the sender that placed the order if necessary. If the receiver does not want to pay the charges and the consignment has returned, all return charges will be passed on to the sender.

6. Payment:

All the payments are taken via our website by using Topparcel automated payment system at the end of the booking process. We do not accept any payments via phone or post. Payments can be made by using all major UK credit and debit cards or PayPal. All the card details are securely encrypted and we have no access to these details.

Making a payment for Topparcel service you agreed to our terms and conditions.

You will receive your invoice after payment and be able to download it from your account at any time.

7. Surcharges:

All surcharges are subject to VAT where applicable. If consignments are re-measured larger or weight is heavier than declared, a surcharge will be raised to reclaim the difference in the cost pre-paid and the cost that should have been paid for service. Parcels that are insufficiently packaged or have no packaging on them may incur a packaging surcharge.

A surcharge of £15.00 will be applied if you are out when the driver tries to collect or if the Consignment is otherwise unavailable for collection. If you cancel collection after collection time £15.00 surcharge will be applied and deducted from refund.

8. Claims and Liability:

Each service comes with a limited amount of cover.  If you require for the full value of your goods you will need to purchase the relevant level of extended liability. Additional extended liability purchased replaces the inclusive liability cover.

A consignment can be covered for a maximum of £1000 against loss and /or damage in transit. Transit cover applies per consignment only and not per parcel within a multi-parcel consignment.

Claims applications for third to fourth party deliveries will not be accepted under any circumstances. Note that Topparcel will not accept claim applications from any person or party other than the registered Topparcel account holder who placed the order.

All claims application for damages must be accompanied with photo evidence, which clearly demonstrates the reported damage to both – goods and package used for delivery.

If compensation is given for damaged goods that cannot be repaired, Topparcel will take ownership of the damaged goods. Every claim for loss will require a cost invoice to prove the value of the lost goods. Claims for damaged, lost or late deliveries will be refused if occurring under any of following situations:

Act of God
Consequences of war
Insufficient packaging

9. Applicable Law:
These terms and conditions and any contract between us shall be construed in accordance with English Law and the English Courts shall have jurisdiction in relation to any matters arising out of this Agreement.

10. Rights of Third Parties:
These terms and conditions are in addition to your statutory rights as a consumer which remains unaffected.  The Contracts Act 1999 shall not apply to this agreement.

11. Complaints
If you have any complaint about the Topparcel service, please contact us by writing to our office address or email hello@topparcel.com. Please allow 10 working days for a response to any written correspondence.

12. Cancellation policy

Cancellation of a booking must be received by 10 pm the day before the collection date, any cancellations received after this time we reserve the right to charge a cancellation fee that will be deducted from the refund amount. Transaction fees paid due to certain payment types are non-refundable and refunds will be returned via the original method of payment.

All cancellations must be submitted to our customer service team with full details as to why the service is no longer required.

Any cancellations received on or after the date of collection we reserve the right to charge a cancellation fee (£15) equivalent to the couriers wasted journey charges, deducted from the refund amount providing the item has not been collected.
If the courier attempts to collect the parcel after you have requested a cancellation, you should refuse to hand over the parcel(s). If the parcel is collected, no refund will be issued.

Any cancellations received after the item has been collected will result in the consignment being requested to be returned to you and no refund will be given. In most circumstances, a return charge will also be levied against the booking. Please note we do not guarantee we will be able to stop a delivery of a parcel and if the parcel is delivered we will not be liable.