Terms of Service.
These terms govern your access to and use of the YourWays platform, including our website, mobile applications, and cargo transport services. Please read them carefully before using our services.
§Introduction
YourWays is an online platform that connects customers who need cargo transport or courier services with verified professional drivers across the United Kingdom. We act as an intermediary — facilitating the booking, coordination, and payment of delivery services between customers and transport providers.
These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "User", "you") and YourWays ("we", "us", "our"). They govern your use of our website, mobile applications, and all services accessible through our platform.
These Terms apply alongside our Privacy Policy, which governs how we collect and use your personal data.
§Definitions
In these Terms, the following words have the following meanings:
- Platform — the YourWays website, mobile applications, and all related services.
- Customer / User — any person who registers on or uses the YourWays platform to book transport services.
- Driver / Transport Partner — a verified professional driver or vehicle operator who accepts and fulfils bookings through YourWays.
- Booking — a confirmed request for cargo transport or courier services placed by a Customer through the Platform.
- Quotation — an estimated price for a Booking calculated by our system based on distance, item weight, quantity, and applicable service charges.
- Services — the cargo transport, courier, man-and-van, and related logistics services facilitated through the Platform.
- Pickup Location — the address from which items are collected.
- Dropoff Location — the destination address to which items are delivered.
- Evidence — photographs, customer signatures, and driver notes recorded at pickup and dropoff.
§Your Account
Registration
To access our booking services, you must register an account using your mobile phone number. We use OTP (one-time password) verification to authenticate your identity. You must be at least 18 years of age to create an account.
By registering, you confirm that the information you provide is accurate, current, and complete. You are responsible for maintaining the accuracy of your account details.
Account Security
You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at info@yourwaycouriers.co.uk if you suspect any unauthorised use of your account.
YourWays will never ask for your OTP code via phone, email, or any other channel. Do not share your OTP with anyone.
One Account Per Person
Each person may maintain only one personal customer account. Creating multiple accounts to circumvent restrictions, obtain promotional benefits, or for any other purpose is prohibited and may result in all associated accounts being suspended.
§Booking a Service
The Booking Process
To place a booking, you must: (1) select your items from our category system or add custom items; (2) provide accurate pickup and dropoff addresses; (3) review and accept the quotation; and (4) confirm the booking. A booking is confirmed once you receive a confirmation notification from us.
Accuracy of Information
You are responsible for providing accurate information about the items to be transported, including their nature, quantity, dimensions, weight, and any special handling requirements. Providing inaccurate information may result in your booking being cancelled, additional charges, or liability for any damage caused.
- You must accurately describe all items, including whether they are fragile, high-value, or require special handling.
- You must ensure that access to both the pickup and dropoff locations is available at the agreed time.
- You must inform us of any access restrictions such as stairs, narrow doorways, or parking limitations.
- You are responsible for ensuring items are appropriately prepared for transport unless assembly or disassembly services have been booked.
Driver Assignment
Following your booking, our admin team will review your request and assign a suitable verified driver. You will be notified when a driver is confirmed. YourWays reserves the right to reassign drivers where necessary due to operational requirements.
Pickup & Dropoff Evidence
At both pickup and dropoff, our driver will photograph the items and collect your signature. By signing, you confirm the condition of items at that point. You should inspect items before signing the dropoff confirmation. Signing constitutes acceptance of the delivery.
§Pricing & Payments
Quotations
All quotations are estimates calculated automatically based on distance, item weight, quantity, traffic conditions, and applicable service charges. Quotations include VAT and a service charge. The final price is the amount shown on the confirmed quotation at the time of booking.
While we endeavour to maintain accurate pricing, YourWays reserves the right to adjust a quotation before a booking is confirmed if the information provided is found to be materially inaccurate.
Payment Terms
Payment is currently collected on delivery. By confirming a booking, you agree to pay the quoted amount upon completion of the service. Payment is processed securely via Stripe. We do not store your card details on our servers.
Additional Charges
Additional charges may apply in the following circumstances:
- Waiting time beyond 30 minutes at pickup or dropoff locations
- Items requiring additional manpower not originally specified
- Significant changes to route or additional stops requested after booking confirmation
- Stair access, narrow access, or additional handling required not stated at the time of booking
Any additional charges will be discussed and agreed with you before being applied.
§Cancellations & Refunds
- Cancellations more than 48 hours before the scheduled pickup: Full refund with no cancellation fee.
- Cancellations between 24 and 48 hours before pickup: 50% refund of the total booking amount.
- Cancellations less than 24 hours before pickup: No refund. The full quoted amount may be charged to cover driver costs.
- Cancellations by YourWays: If we cancel your booking for reasons within our control, you will receive a full refund within 5–10 business days.
Refunds, where applicable, will be issued to the original payment method within 5–10 business days of the cancellation being processed.
§Prohibited Items
The following items may not be transported using the YourWays platform under any circumstances:
- Illegal substances, controlled drugs, or any items prohibited under UK law
- Firearms, weapons, ammunition, or explosive materials
- Hazardous materials including flammable liquids, gases, toxic substances, or corrosives
- Perishable food items or live animals
- Human remains or medical waste
- Currency, banknotes, or bearer bonds
- Items that infringe intellectual property rights
- Any item that the driver reasonably believes to be unsafe or illegal to transport
§Liability & Insurance
Insurance Coverage
All bookings made through YourWays are covered by our standard goods-in-transit insurance for items up to £10,000 in value per booking. For items exceeding this value, or for specialist, antique, or high-value items, we strongly recommend that you purchase additional insurance prior to transport.
You may add our enhanced insurance option when placing your booking, which extends coverage up to £50,000 per booking.
Our Liability
YourWays is liable for loss or damage to goods in transit where we are found to be negligent. Our maximum liability is limited to the insured value of the booking or the replacement value of the damaged items, whichever is lower.
We are not liable for:
- Damage caused by inadequate packaging provided by you
- Loss or damage arising from circumstances beyond our reasonable control including severe weather, road accidents, or acts of third parties
- Indirect, consequential, or economic losses including loss of earnings or business interruption
- Items not declared or undervalued at the time of booking
Making a Claim
Any claim for loss or damage must be reported to us within 48 hours of delivery by contacting info@yourwaycouriers.co.uk. Claims reported after this period may not be accepted. All claims must be supported by photographic evidence of the damage.
§Driver Standards
All drivers on the YourWays platform are verified and must meet our operational standards. Our drivers are required to:
- Hold a valid UK driving licence and appropriate vehicle insurance
- Maintain vehicles in a clean, roadworthy condition
- Arrive punctually at scheduled pickup times
- Handle all items with appropriate care and professionalism
- Photograph items at pickup and dropoff and obtain customer signatures
- Communicate respectfully with customers at all times
- Not share customer personal data with unauthorised third parties
If you experience unprofessional conduct from a driver, please report it to us immediately at info@yourwaycouriers.co.uk.
§Acceptable Use
You agree not to use the YourWays platform:
- For any unlawful, fraudulent, or harmful purpose
- To send unsolicited communications or spam
- To impersonate any person or organisation
- To attempt to gain unauthorised access to any part of the platform or its infrastructure
- To transmit any malicious code, viruses, or harmful data
- To scrape, reproduce, or resell any content from the platform without our express written permission
- In any way that could damage, disable, or impair the platform or interfere with other users
Breach of these provisions may result in immediate termination of your account and, where appropriate, legal action.
§Intellectual Property
All content on the YourWays platform — including but not limited to our logo, brand identity, website design, software, text, images, and data — is the intellectual property of YourWays and is protected by UK and international copyright law.
You may not copy, reproduce, distribute, modify, or create derivative works from any part of our platform without our prior written consent. You are permitted to print or download content for your personal reference only.
§Account Termination
Termination by You
You may close your account at any time by contacting us at info@yourwaycouriers.co.uk. Active bookings must be completed or cancelled before an account can be closed. Your data will be retained in accordance with our Privacy Policy.
Termination by YourWays
We reserve the right to suspend or permanently close your account, without notice, if:
- You breach any provision of these Terms
- You provide false or misleading information
- You engage in fraudulent, abusive, or illegal activity
- Your continued use poses a risk to other users, drivers, or our platform
§Disputes
If you have a complaint about our services, please contact us in the first instance at info@yourwaycouriers.co.uk. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 business days.
If we are unable to resolve a dispute directly, you may refer the matter to an independent dispute resolution service. We are committed to resolving all disputes fairly and in good faith.
§Governing Law
These Terms of Service are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Nothing in these Terms affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.
§Changes to These Terms
We may update these Terms of Service from time to time to reflect changes in our services, business practices, or applicable law. When we make material changes, we will notify registered users by email and display a notice on our platform.
The updated Terms will be effective from the date stated at the top of this page. Continued use of the YourWays platform after the effective date constitutes your acceptance of the revised Terms.
§Contact Us
If you have any questions about these Terms of Service or wish to raise a concern, please get in touch: