Terms & Conditions
Last Updated: October 2026
Welcome to BananaParcel (“we,” “us,” or “our”). By accessing or using our website, services, and online parcel booking system, you (“the Customer,” “Sender,” or “User”) agree to be bound by these Terms and Conditions. Please read them carefully before completing any booking.
1. Scope of Service & Platform Role
1.1. BananaParcel operates as a freight intermediary and parcel comparison service. We provide an automated platform allowing customers to compare shipping rates, arrange collections, and purchase carrier shipping labels.
1.2. BananaParcel is not a courier company or common carrier. The physical transport, handling, collection, and delivery of goods are performed by third-party carrier networks (including, but not limited to, DPD, Royal Mail, Evri, Parcelforce, UPS, and DHL).
1.3. When you book a shipment through our system, you enter into a contract for carriage with the selected third-party courier, subject to both these Terms & Conditions and the operational terms of the selected courier.
2. Customer Responsibilities & Declarations
By placing a booking through our platform, you warrant and agree that:
2.1. Accuracy of Information
You are solely responsible for providing complete and accurate information during checkout, including sender and recipient addresses, contact telephone numbers, email addresses, parcel weights, and dimensions.
2.2. Package Weight & Surcharges
If the actual weight or volumetric dimensions of any box in your shipment exceed the declared measurements submitted during quote generation, the carrier may levy overweight or oversized surcharges. You agree to reimburse BananaParcel for any carrier surcharges, administrative fees, or unpaid weight adjustments incurred due to inaccurate measurements.
2.3. Packaging Requirements
All items must be securely packaged in strong, corrugated cardboard boxes or suitable outer transport packaging capable of withstanding standard automated hub sorting processes and drop tests.
Internal items must be cushioned individually using bubble wrap, foam, or equivalent protective materials.
Items packaged in suitcases, plastic bags, or unboxed shapes are strictly prohibited and may be rejected by the courier or exempted from damage coverage.
3. Prohibited & Restricted Items
3.1. You explicitly declare that your shipment does not contain any Prohibited or Dangerous Goods.
3.2. Prohibited Items (Strictly Forbidden under Law and Transport Regulations):
Standalone lithium-ion/lithium-metal batteries or power banks.
Aerosols, pressurized cans, gas cylinders, and pyrotechnics.
Flammable liquids, paints, solvents, adhesives, and lighter fluids.
Weapons, firearms, ammunition, explosives, and replica items.
Illegal drugs, narcotics, or controlled substances.
Cash, currency notes, bearer bonds, bullion, and precious metals.
Human remains, live animals, or biological samples.
3.3. Restricted / Non-Compensable Items:
Items such as ceramics, glass, liquid containers, perishable food, and artwork may be carried at the customer’s risk but are excluded from loss or damage compensation claims unless specific enhanced protection coverage has been explicitly purchased and confirmed.
3.4. If a parcel containing prohibited goods is tendered for transport, the carrier reserves the right to hold, return, dispose of, or report the parcel to authorities without refunding shipping charges.
4. Transit Protection & Enhanced Coverage
4.1. Standard Carrier Protection: All bookings include basic carrier protection up to the carrier’s default liability limit, subject to proof of value and packaging compliance.
4.2. Enhanced Protection (Opt-In): Customers may opt to purchase enhanced Transit Protection at checkout for items valued up to £5,000.
4.3. Claims Process:
Claims for damaged goods must be reported to BananaParcel within 7 calendar days of delivery, accompanied by clear photographic evidence of the item, internal cushioning, and outer packaging.
Claims for lost parcels must be reported within 14 calendar days of the estimated delivery date.
No compensation will be paid for items listed on the Prohibited/Restricted list, items with inadequate packaging, or shipments with unverified declared values.
5. Collections, Drop-offs & Handover
5.1. Collection Times: Collection dates and time windows are estimates provided by couriers and are not guaranteed. Drivers may experience delays due to traffic, weather, or operational constraints.
5.2. Drop-off Services: For drop-off services, the customer is responsible for taking the parcel(s) to an authorized ParcelShop, Locker, or Post Office point and obtaining a physical or digital receipt of drop-off.
5.3. Multi-Piece Shipments: For shipments consisting of two or more boxes ($2+$ packages), every individual box must have its own dedicated shipping label securely attached prior to collection or drop-off. Attaching one label across multiple boxes is strictly forbidden and will result in lost or delayed packages.
6. Payments, Cancellations & Refunds
6.1. All payments are processed securely via Stripe prior to label generation.
6.2. Cancellation Rights: You may request a cancellation and full refund for any unused booking before the parcel has been collected or dropped off at a courier shop. Once a parcel has entered the carrier network or been scanned in-store, bookings cannot be cancelled or refunded.
6.3. Administrative cancellation fees may apply if labels are voided after carrier dispatch instructions have already been issued.
7. Limitation of Liability
7.1. BananaParcel’s aggregate liability for any booking—whether arising from contract, negligence, or service failure—is strictly limited to the direct shipping costs paid for that booking plus any successfully claimed Transit Protection amount.
7.2. In no event shall BananaParcel or the courier be liable for any indirect, incidental, or consequential losses, including loss of profits, business revenue, contracts, emotional distress, or loss of opportunity resulting from late delivery, lost items, or damaged shipments.
8. Governing Law & Jurisdiction
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any legal disputes or claims arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.