Terms of service

ParcelBuzz is a trading name of Simplistow Ltd, registered in England and Wales under company number 15668455. Our registered office is 3 Junction Two Industrial Estate, Oldbury, Oldbury, United Kingdom, B69 4LT. You can reach us at info@rapidpack.co.uk.

“We”, “us” and “our” mean Simplistow Ltd. “You” means the person booking the parcel.

We are a booking agent, not a courier. We compare prices across courier networks and arrange carriage on your behalf. The parcel is collected, carried and delivered by the courier you choose — Royal Mail, DPD, Evri, Yodel, UPS, Parcelforce, FedEx or InPost — not by us.

This matters for two reasons. The courier’s own conditions of carriage apply to the journey alongside these terms, including their rules on what may be sent and what compensation is available. And where something goes wrong in transit, we handle your claim with the courier, but the outcome is decided under their terms.

You can book as a guest. If you create an account, you sign in with a single-use link sent to your email address rather than a password. Keep access to that mailbox secure — anyone who can read it can sign in as you.

You’re responsible for what happens under your account. Tell us straight away if you think someone else has used it.

Prices shown include VAT and are based entirely on the details you give us: weight, dimensions, collection and delivery postcodes, and the service you pick. A quote is an offer to book at that price at that moment; prices can change between visits.

If the parcel turns out to be bigger or heavier than you told us, the courier may re-measure it and charge a surcharge. We pass those surcharges on at cost, and we’ll always tell you what one is for. Measuring accurately is the single best way to avoid one.

When you pay, we place a hold on your card for the amount shown. We only take the money once the courier has issued your label. If we can’t get a label, the hold is released and nothing is taken.

Occasionally we can’t tell whether a booking succeeded — a courier system may time out after accepting it. When that happens we keep the hold, show you a booking reference, and ask you not to try again. Contact us with that reference and we’ll resolve it and refund anything you shouldn’t have paid.

Card details are handled by Stripe and never reach our servers. We store only a payment reference.

You confirm, each time you book, that:

• the details you give us — weight, size, addresses, contents and value — are accurate;
• you own the goods or have the owner’s permission to send them;
• nothing in the parcel is prohibited or restricted. Check the prohibited items list before you send;
• the parcel is packed well enough to survive an automated sorting network. Our packaging guide explains what that means in practice;
• the label is attached securely to the outside of the parcel, and any old labels are removed.

Sending a prohibited item can mean the parcel is delayed, destroyed or handed to the authorities, with no compensation, and you may be liable for costs the courier incurs as a result.

For collection services, someone needs to be at the address on the day with the parcel ready and labelled. Couriers give a day, not a time. A missed collection may mean a re-booking fee.

For drop-off services, take the parcel to the shop or locker with the label already attached. Drop-off points set their own opening hours and can occasionally close at short notice.

Delivery estimates are estimates. Couriers publish typical transit times, not guarantees, and they can be affected by weather, network volumes, incorrect addresses and failed delivery attempts. Unless a service is explicitly sold as guaranteed, a late delivery is not a breach of these terms and doesn’t entitle you to a refund of the postage.

Compensation comes from the courier’s own conditions of carriage, and their terms decide what is payable. We handle the claim for you.

The cover shown against a service when you compare prices is our understanding of what that service includes, offered as a guide. It isn’t a separate promise from us, and where it differs from the courier’s published terms, theirs apply — so if you’re sending something valuable, check the courier’s cover before you book. ParcelBuzz doesn’t currently sell additional cover on top.

Compensation is generally not available for:

• items on the courier’s prohibited or no-compensation list;
• damage caused by inadequate packaging — this is the most common reason claims fail;
• consequential losses such as lost sales, missed deadlines or the cost of a replacement service;
• the postage itself, unless the parcel was lost entirely.

Claims are time-limited and the deadlines are short — often 28 days from posting for loss, and days rather than weeks for damage. Tell us as soon as you think something is wrong; the claims guide explains what evidence to keep. Keep the packaging until a damage claim is settled, as the courier may want to inspect it.

You can cancel free of charge at any point before the label is issued, and we’ll release the payment hold.

Once a label has been issued we have bought the carriage from the courier. If the parcel hasn’t entered the network we’ll usually be able to cancel it and refund you, less any charge the courier makes. Once the parcel is in the network it can’t be cancelled.

As a consumer you normally have 14 days to change your mind about a service bought online. Because booking a parcel starts the service immediately, you ask us to begin straight away when you book, and that right ends once the label is issued. Your rights where something goes wrong — under the Consumer Rights Act 2015 and the courier’s compensation terms — are unaffected.

We’ll arrange your booking with reasonable care and skill. If we fail to do that and you lose out as a direct result, we’re responsible for that loss — but not for anything unforeseeable, and not for business losses such as lost profit, lost sales or lost goodwill.

Except where the loss is caused by us, our liability for any one booking is limited to the amount you paid for it plus any compensation recoverable from the courier.

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

Don’t use ParcelBuzz to break the law, to send anything prohibited, or to interfere with the site or other people’s bookings. We can suspend or close an account that does.

We may update these terms. The version that applies to your booking is the one published when you booked, so the date at the top matters. We won’t change the terms of a booking you’ve already made.

If something has gone wrong, email info@rapidpack.co.uk with your booking reference and we’ll look into it. We aim to respond within two working days.

These terms are governed by the law of England and Wales, and its courts have jurisdiction. If you live elsewhere in the UK you can also bring proceedings in your own courts.