Terms and conditions
§ 1 Services
§1.2 The carriage of items is undertaken by the Carrier and we don’t carry the items ourselves. However, your contract for the carriage of items remains between you and MdsParcel. We manage all aspects of the interaction with the Carrier on your behalf (including, for example, the placing of the order itself and any service complaints you may have). If you have any queries or issues about any order you place, you should contact MdsParcel (quoting your reference/consignment number where available).
§1.3 When you place an order with us, you can select from a range of different services you require. We will provide our services to you using reasonable skill and care.
§1.4 Our website allows for the automated order booking without any human intervention by MdsParcel. In other words, we do not 'check' your order before it is placed with the Carrier companies. It is therefore important that the order is correctly entered and declared in order for the correct services and pricing to be displayed.
§1.6 “Prohibited Items” are those that Courier Company will, under no circumstances, accept for carriage, storage or responsibility. If you are in any doubt whether an item is prohibited you will be responsible for checking and getting information from us before sending that item. Those items must not be sent using our service.
§1.7 “Restricted Items” are those where we accept no liability whatsoever and we will not be responsible for any loss or damage to them. If you are in any doubt whether an item is restricted you will be responsible for checking and getting information from us before sending that item. We strongly recommend that you do not send those items using our service.
§1.8 “Dangerous Goods“ by Air of any type including limited and excepted quantities are not permitted to travel by air in any circumstances. All limited quantities of Dangerous Goods must be sent by road/sea as per normal conditions.
§1.9 If, notwithstanding sections 1.6 and 1.7, you do decide to use our service to send Prohibited, Restricted, Dangerous Items, you should be aware that MdsParcel does not offer the same level of contractual protection for loss or damage to Prohibited, Restricted, Dangerous Items as for non-Prohibited/Restricted items.
§2.2 “Carrier “– shall refer to the 3rd party courier company which carries the Consignment.
§2.3 “Consignment” - shall refer to each parcel/pallet sent using MdsParcel's service to each individual address.
§2.4 “Export Services” - shall refer to a service where the Consignment is collected in the UK and delivered to an address outside of the UK.
§2.5 “The Consignee” - shall refer to the delivery recipient at the delivery address.
§2.6 “Customer” - shall refer to the individual or entity that has placed order on Company's website www.mdsparcel.com.
§2.7 “Import Service” - shall refer to a service where the Consignment is collected outside of the UK and delivered to an address within the UK
§2.8 “Prohibited Item” - shall refer to an item which must not be sent using MdsParcel's services, for example because the item is dangerous or Hazardous.
§2.9 “Restricted Item” - shall refer to an item which it is strongly recommended that you do NOT send using MdsParcel's services, for example because the item is fragile, as is further described here Prohibited / Restricted Items.
§2.10 “Transit Cover”- shall refer to the financial value which your Consignment is protected.
§2.11 “ Working Day” - shall refer to in relation to the UK, Monday to Friday from 8am to 5.00pm excluding public and Bank holidays and in relation to a country that is not the UK, or in other countries, the days at times that banks are normally open for business in that country excluding public holidays.
§2.12 The Company shall process any orders made by the Customer in accordance with these terms and conditions, acting as a reseller for The Carrier.
§3. Sending a parcel (online booking & cancellation )
§3.1 MdsParcel is not obliged to accept orders from you – and a contract for the services will only be formed when we accept your order and confirm this to you. MdsParcel reserve the right to refuse and cancel any order and operate sophisticated Payment & Fraud security checks.
§3.2 MdsParcel will arrange delivery of the Consignment/s through a 3rd party service with a Carrier as chosen by you at the time of booking. Should that service not be available once booked you will be immediately contacted with a comparable alternative or right to cancel.
§3.3 The collection of a Consignment will normally be made on your chosen date which can be booked well in advance. The Customer may cancel this Agreement at any time and receive a full refund providing cancellation is made no later than 5.30pm one working day prior to the scheduled collection date. Cancellations made after this time will be subject to a cancellation charge of £6.50 including VAT as a result. This is because we have placed the order on your behalf with the Carrier and will be charged for the failed collection.
§3.4 The Customer can cancel this agreement by sending us a message using the "Contact Us" section of the website.
§4. Transit Cover
§4.1 Transit cover is the financial value which your Consignment is protected up to in relation to loss or damage in transit.
§4.2 Each order includes £50 of Transit Cover as standard (*Poland £200).
§4.3 You can buy additional Transit Cover for an additional fee which is payable at the time of ordering. This replaces the included cover.
§4.4 We do not accept liability for the loss or damage of prohibited/restricted/dangerous goods or goods confiscated, seized, removed or damaged by Customs Authorities or other Government Agencies unless we have been negligent or in breach of contract.
§5. Payments & Surcharges
§5.1 All prices quoted on the MdsParcel website are in pounds sterling (£).
§5.2 Payment must be made by the time of ordering by bank transfer, a valid debit cards or PayPal.
§5.3 Payment is taken by our automated system at the end of your order once the service has been booked with our Carrier. Please note that in addition to the charges which are quoted at the time of your order, surcharges may also be payable by you if, for example, the consignment is not as described when the collection is attempted or the consignment is not available for the collection at the address at the specified time. More details here
§5.4 Any Surcharges represent the additional administrative costs which will be suffered by MdsParcel and charges which MdsParcel may incur from the Carriers and are not penalties imposed by MdsParcel. This information is made available to you prior to placing your order.
§5.5 A surcharge of £10 will be applied if you are out when the driver tries to collect or if the Consignment is otherwise unavailable for collection (labels not printed out).
§5.6 Other surcharges may be applicable if the receiver refuses to take delivery of the goods and they need to be sent back to you.
§5.7 By entering the weight and dimensions of your Consignment/s you are pre paying for the postage. If the Consignments are heavier or larger then the additional weight/size customer will be charged at the £50 + VAT.
§5.8 Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system prior to the point of booking. Should a change of delivery request be made once in transit, a Surcharge may be applied depending on the new locality.
§5.9 MdsParcel cannot carry pallets unless on the Pallet service if available. Any order that is collected on a pallet that is booked on any of our standard services will be surcharged.
§5.10 The consignments must be given to the correct carrier / driver. Should the goods be given to the wrong carrier / driver we will attempt to have the parcel returned. Should this not be possible a surcharge may be applied if the service is more expensive than purchased. If you have booked multiple shipments and multiple companies through our site, please confirm with each driver that you are giving the correct shipments to them.
§6. Collection of Consignments
§6.1 The automated system books the collection as per the customer's request. Please note, we cannot specify a morning collection. Any time slots selected are only a request and collections may be made any time from 9am up until 5.30pm should this be the driver's only option. The driver will always keep to the requested time slot where possible.
§6.2 Our automated ordering system books the collection as requested by the customer. In the rare event that the Carrier cannot make the collection please contact MdsParcel immediately where we will re book for collection the same day if cut off has not passed or the next working day. Please be aware that we are not aware of any issues with collection until we are contacted and the carrier should not be contacted directly as the booking is made on the MdsParcel account with the carrier.
§6.3 MdsParcel does not come into direct contact with the Consignment/s but arrange for the collection through one of the major Carriers that we hold an account. Please make sure the correct parcel is given to the correct collecting agent that you have chosen at the time of booking.
§6.4 Your Consignment/s must be packed to a reasonable standard, packed within a double walled cardboard box with the contents cushioned and protected inside. The packaging must also be sufficient to protect the Consignment's weight. It is not always obvious when a Consignment has not been packaged properly. The Carriers will assume that Consignments have been correctly packaged and will exercise a level of skill and care appropriate to that. Any claim resulting from a parcel that is not packaged to a reasonable standard and in line with the above may be declined.
§6.5 Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Please see our packaging guidelines and Prohibited & Restricted Items.
§6.6 Prohibited Items and Restricted Items and Consignments which have not been packaged properly should not be sent using our services. If they are sent using our services, the affected item could be subject to delay, return, impounded by Customs or held for collection by you or the receiver. If the goods are held to be collected, you will be notified that collection of said goods must be arranged by a certain date or the goods may incur storage charges and finally discarded. To clarify, the goods may be discarded if a) they are damaged to such an extent that it is a Health and Safety risk (such as smashed glass); in which case you would be notified of this at the outset b) if they have been held for collection for a fixed time limit and the time limit advised has been exceeded.
§ 6.7 Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the Carrier network. Any item which is not securely packaged or strapped to another package will be treated as a Prohibited Item.
§6.8 The Carrier / MdsParcel have the right to refuse a Consignment for a reasonable reason such as no packaging, insufficient packaging or the Consignment does not comply with the information given by you at the time of placing the order. (for example is not labelled correctly, contains a Prohibited item or is larger than stated).
§6.9 Please ensure the collection point is available at the collection time that you request. A surcharge of £13 may be applied if you are out or the Consignment is otherwise unavailable when the Carrier tries to collect.
§6.10 It is the customer's responsibility to ensure that all the details are correctly completed and displayed on the correct Consignment as delivery will be made to the details listed on the Consignment. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves.
§7. Tracking & Consignment Delivery
§7.1 Deliveries are made on Working days only (Monday – Friday between 9.00am & 5.30pm).
§7.2 Please be advised that MdsParcel do not track parcels and as such it is the responsibility of the customer to track their own parcels, and to advise us if there are any problems. Tracking is available through our Web site or by contacting us through Contact us form. Tracking is available up to a period of 12 weeks from sending.
§7.3 If the driver has used a different tracking number than expected or if the collection point chooses to use a new shipping label from the driver, rather than supplied by MdsParcel then you will only be able to track using the number left at the time of collection on the Carriers own website or by contacting our Customer Service team.
§7.4 MdsParcel Ltd can only deliver to a full street address. We cannot deliver to a PO Box or BFPO address. If a Consignment has to be returned for this reason, no refund will be given.
§7.5 Deliveries will be made to the address on the item, main front door, reception or goods in. The drivers will not deliver to individual department or Block numbers. Deliveries may be made to a neighbouring address if the delivery point is out, but only if the goods can be signed for.
§7.6 A telephone number for the receiver is required for each Consignment (for example so that the receiver can be called in the event of an address query). MdsParcel will not re ship or refund any returned item if a telephone number has not been provided and the Carrier has been unable to arrange delivery because a phone number has not been provided.
§7.7 Collections & Deliveries can be made any time up until 9pm during December (Christmas period).
§7.8 Up to 3 delivery attempts will be made for each Consignment, depending on the service if unsuccessful the Consignment will be returned to the sender or a surcharge will be applied. A change of address can only be requested. The contract is to deliver to the address on the item, so no change of address can be guaranteed.
§7.9 Please note that we cannot guarantee to stop any item once in transit, although will try and do so if requested.
§7.10 Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay with all Carriers.
§8. Damage/lost Items & Claims
Please make sure that you notify us ASAP of any claims relating to loss/damage of a consignment & within 14 days of the damage/loss if possible. The Carriers only maintain their records for a limited amount of time (normally up to a maximum of 12 weeks) we will then contact the relevant Carrier on your behalf to enable them to conduct an investigation. After the 28 day period the carrier can be approached to investigate but we can only proceed if the carrier's systems allow. If parcels contain prohibited/restricted items (tobacco products, alcohol, glass etc.) the compensation will NOT be granted. For the shipment of personal effects we will also accept no liability.
§8.1 All enquiries relating to loss or damage to Consignments should be directed through MdsParcel. Please do not contact the Carrier directly about your order. If the Carrier is contacted directly, this may cause delays in the resolution of any issues you may have.
§8.2 Please be aware that you should sign for goods as "damaged" if this is the case (and if you are not the Recipient of the goods, you should ask the Recipient to do the same). If goods are signed for as being in good condition, it will be difficult for you to show that the goods were damaged in transit. If you are unable to check when the driver is there, please arrange for goods to be signed for as "unchecked".
§8.3 To process a claim, you will need to have proof that the Carrier has taken the Consignment from you. The best form of such proof is the receipt which the Carrier should provide you with when the Consignment is collected or obtaining a signature on a copy of the shipping label you have.
To make a claim for a damaged parcel, please provide:
1. Proof of value - a receipt or invoice showing the contents of your parcel and their value.
2. Photos of the damage - please ensure you show the item and where the damage has been sustained clearly.
3. Photos of the packaging – please ensure you show all the packaging that was used to protect your items during the delivery, including the area where the damage occurred. Please also keep all packaging until the claim is resolved as some couriers ask to see this during the investigation.
If any of the above information is missing your claim could be rejected.
Once all required information is received, we will contact the courier directly to investigate the claim. Due to the timescales of the courier, the typical response time is 4 weeks however in some situations the timeframe can be much longer. We’ll do everything we can to speed up the process and have the claim settled as quickly as possible for you. Once the claim is resolved, we’ll advise you of the outcome by email.
§8.4 MdsParcel will deal with the person who placed the order only.
§8.5 The money back guarantee for late deliveries is invalidated under any of the following circumstances:
- If the Collection or delivery postcode is not in a Guaranteed area (please check before sending)
- Acts of God, such as extreme weather or any naturally occurring event outside of human control.
- Consequences of war
- Delay due to Customs or Carrier clearance.
- Insufficient Packaging
- If the Consignment contains a Prohibited / Restricted item.
§9. Custom Advice for non EU countries
All parcels sent outside of EU must have a custom invoice/Proforma attached to each parcel. Please print the invoice out and attache it to the parcel in a plastic pocket. Print your custom invoice template Custom Invoice To Print Out. Parcels without a valid invoice will be returned to sender and additional charge will be applied.
If you would like to contact us regarding these Terms, please email us at email@example.com