Terms of Service

1. About these Terms

These Terms of Service ("Terms") are the agreement between you and Vendaru for your use of vendaru.com and the Vendaru courier marketplace (the "Service"). They work together with our Privacy Policy, Refund & Cancellation Policy, Location Tracking Policy and Prohibited Items list. Couriers also agree to the Courier Terms.

Who we are: Vendaru. Legal entity, company number and registered office: [OWNER TO CONFIRM: registered company name, company number and registered office address]

How you accept them: when you create an account you tick a box to confirm you have read and agree to these Terms and the Privacy Policy (and, if you are a courier, the Courier Terms and location sharing). We record the time and the version you accepted. This is version 2026-09-19. If you don't agree, please don't sign up.

Who can use Vendaru: you must be 18 or over and use the Service in the UK.

2. What Vendaru is

Vendaru provides the platform that connects customers who want a parcel moved with independent couriers who are willing to carry it. We take payment (or record it, see section 6) and handle refunds. The delivery itself is carried out by the courier. Vendaru is not a courier company, does not employ the couriers and does not take possession of any parcel.

3. Your account

• Give us accurate details and keep them up to date.
• Keep your password private. You are responsible for what happens under your account. If you think someone else has access, change your password and tell us straight away through Help.
• To protect accounts, we lock sign-in for a short while after 8 failed attempts in 15 minutes.
• You can download your data, change your password and delete your account in the app. You can't delete an account while a delivery is in progress.

4. Posting a delivery job

To post a job you give a pickup address, a drop-off address and either a pickup start time or "now". You see the price before you post.

• Coverage: UK addresses [OWNER TO CONFIRM: whether Northern Ireland and island destinations are covered]
• Addresses and availability: give correct addresses, and make sure someone can hand over the parcel at pickup and receive it at drop-off.
• Open jobs: you can have up to 10 jobs waiting for a courier at one time.
• The parcel: it must not be on the Prohibited Items list and must be within the size, weight and value limits. Our proposed limits: carryable by one person in a normal car, up to 30 kg, and declared value up to £500 unless agreed in advance. [PROPOSAL, OWNER TO CONFIRM: parcel limits]
• Other people's information: you're giving us another person's address (the recipient's or the sender's). Make sure you are entitled to, and tell the recipient.
• The tracking link: you can copy a link that lets the recipient follow the delivery. Anyone who has it can see the limited page described in the Location Tracking Policy. Share it only with people you trust.

5. Price and quotes

• The formula: £3.50 base charge plus £1.37 for each mile of road distance, with a minimum of £5.00. Road distance comes from a routing service using the two addresses, not a straight line between towns.
• Shown first, fixed after: the price is shown before you post and doesn't change once the job is posted.
• Valid for 15 minutes: a quote can be used for 15 minutes. After that, ask for a new one.
• VAT: [OWNER TO CONFIRM: whether Vendaru is VAT registered and whether the price includes VAT]

6. Paying, and refunds

There is no card processing yet. Payment for each job is tracked in the app and settled manually, by bank transfer or invoice. The instructions are shown in the app. [OWNER TO CONFIRM: payment details and when payment is due, before or after delivery] When we receive your payment an administrator records it and the job's payment status changes from unpaid to paid. The other statuses are partially refunded, refunded and void.

Refunds are also settled manually by us. The rules are in the Refund & Cancellation Policy. If we introduce card payments, a payment provider will process cards and we will update these Terms first.

7. How a job works

1. Open. The job is posted and shown to couriers registered with Vendaru, who see the area, not your exact addresses. We can't promise that a courier will accept it, or how quickly.
2. Accepted. A courier accepts. They then see the full addresses and you can chat.
3. Collected. The courier takes a photo of the parcel at pickup.
4. Delivered. The courier takes a photo at delivery.

A job can also be cancelled. If a courier hands a job back before collecting it, it returns to Open for another courier. Jobs are not matched by distance and there is no promise that a courier will be nearby.

Proof photos may show people or places. They are stored as described in the Privacy Policy.

8. Cancelling

You can cancel a job in the app before a courier has accepted it, for a full refund (or nothing charged, if you have not paid). Once a courier has accepted it, the Cancel button is locked because cancelling then incurs a fee; you can ask support to cancel it and the fee is applied. Once the parcel has been collected, different rules apply. They are set out in full in the Refund & Cancellation Policy.

Your legal rights are not affected. Nothing in these Terms or in our in-app cancellation and refund rules takes away the rights you have under consumer law. Our rules are in addition to them.

9. Customer responsibilities

• Describe the parcel honestly and don't send anything on the Prohibited Items list. We don't check what is inside parcels, so you are responsible for what you send.
• Pack it properly so it can be carried safely.
• Be available at the addresses within the time you chose, or arrange for someone to be.
• Treat couriers with respect. Don't ask a courier to do something unsafe or unlawful.

10. Courier responsibilities

A courier who accepts a job must collect and deliver the parcel with reasonable care and skill, and take genuine photos at pickup and at delivery. A photo that doesn't show the real parcel or the real delivery breaks these Terms. The full rules are in the Courier Terms. Couriers are independent people, not Vendaru employees.

11. Acceptable use

Don't:

• use Vendaru for anything illegal, or to send prohibited items;
• harass, threaten or discriminate against anyone, in chat or otherwise;
• give false information, pretend to be someone else, or make false reports or refund requests;
• misuse location, tracking links, photos or another person's details, for example by keeping, sharing or publishing them;
• interfere with or try to overload the Service, get around our limits or security, or scrape it.

12. Suspension and ending your account

We may suspend or remove an account, and cancel jobs, if we reasonably believe it is necessary for safety, to prevent fraud or abuse, or because these Terms have been broken. If we suspend you, the reason is shown to you in the app and you can contact us through Help to ask us to review it. You can stop using Vendaru and delete your account at any time (see "Your account").

13. Our liability

• What we don't limit. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that the law says can't be limited or excluded. Your statutory rights as a consumer are not affected.
• Lost or damaged parcels. Subject to the first bullet, our liability for a parcel that is lost, damaged or not delivered is limited to [OWNER TO CONFIRM: £ limit per parcel]. Please don't send items worth more than the limit. We don't insure parcels [OWNER TO CONFIRM: goods-in-transit or other insurance arrangements].
• Other losses. We are not liable for losses that were not reasonably foreseeable, or for business losses such as lost profit if you are using Vendaru for business.
• Things outside our control. The Service relies on third-party services, including free public map and address services, and on your device and network. We work to keep it running but don't promise it will always be available or error-free, and we are not responsible for delays or failures caused by events outside our reasonable control.
• Couriers. Couriers are independent. [SOLICITOR TO CONFIRM: to what extent Vendaru is responsible for a courier's acts]

14. Intellectual property

The Vendaru name, branding, website and software belong to us or our licensors and are protected by UK intellectual property law. You may use them only to use the Service. Map data is © OpenStreetMap contributors.

15. Your data

How we use personal data is explained in the Privacy Policy.

16. Changing these Terms

We may change these Terms, for example if the law or the Service changes. We'll update the version and date at the top. If a change is material we will tell you in the app and may ask you to accept the new version. A change doesn't affect a job you have already posted. [SOLICITOR TO CONFIRM: the change and notice wording for consumers]

17. Complaints

If something has gone wrong, please tell us through Help (in the app, or at vendaru.com/help.html). We will acknowledge your complaint within [OWNER TO CONFIRM: proposed: 2 working days] and aim to give you a full reply within [OWNER TO CONFIRM: proposed: 14 days]. For complaints about how we handle personal data you can also go to the Information Commissioner's Office. Whether we sign up to an alternative dispute resolution (ADR) scheme is [OWNER TO CONFIRM: decision on ADR].

18. Governing law

These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland you may also bring a claim in the courts where you live. [SOLICITOR TO CONFIRM: the governing law and jurisdiction wording for consumers]

19. Contact

Use the Help form, or email support@vendaru.com [OWNER TO CONFIRM: mailbox exists and is monitored].