Terms and Conditions

1. Definitions

1.1 Ecoparcel means Smartway Europe Limited, company number 08898147.

1.2 Account Funds means funds added or credited to a user account for use on future orders placed through the Site.

1.3 Parcel means an individual boxed item bearing a single carrier label issued through Ecoparcel.

1.4 Pallet means a shipment booked as palletised freight through Ecoparcel.

1.5 Consignment means each parcel, pallet, or group of parcels booked through the Site to one delivery address.

1.6 Customer, Sender or User means the party who books and contracts with Ecoparcel for collection and delivery services and who is responsible for payment of all Charges.

1.7 Consignee or Receiver means the person receiving the parcel or consignment.

1.8 Carrier or Third Party means Ecoparcel's carrier partners and subcontractors, including but not limited to GLS, UPS, DPD, Hermes and others engaged to perform the carriage.

1.9 Collection Point means the address from which the parcel or consignment is to be collected.

1.10 Delivery Point means the address to which the parcel or consignment is to be delivered.

1.11 Parcel Protection means transit cover against loss and/or damage where made available on the selected service. Parcel protection does not apply to prohibited or restricted items unless expressly stated otherwise.

1.12 Charges means all amounts payable by the Customer, including carriage charges, surcharges, VAT, duties, taxes, administration charges, storage charges, return charges, compensation premiums, fines, interest, levies and any other amounts properly chargeable in relation to the booking.

1.13 Contract means the agreement between the Customer and Ecoparcel for the provision of services.

1.14 Order or Booking means an order placed through the Site between Ecoparcel and the Customer.

1.15 Prohibited Item means an item that cannot be carried on any service.

1.16 Restricted Item means an item that Ecoparcel does not recommend sending and which is carried strictly at the customer's own risk.

1.17 Safe Location means a place that the carrier considers safe for delivery without signature, where that option is available on the selected service.

1.18 Shipping Label or Pro Forma Invoice means the documentation that must be attached to or accompany the parcel.

1.19 The Site means www.ecoparcel.eu.

1.20 Working Day means Monday to Friday, 9:00 am to 5:00 pm, excluding public and bank holidays.

1.21 Transportation Charge means the base carriage or transport price paid for the booked service, excluding add-ons, fees, transaction costs, surcharges and optional services.

1.22 Add-ons means optional or ancillary services purchased in connection with a booking, including but not limited to parcel protection, Flexible Cancellation and similar extras.

1.23 Professionally Packed means packed strictly in accordance with the packaging guidelines published on the Site, as amended from time to time, which the Customer agrees to when placing an order.

1.24 Us, We or Our means Smartway Europe Limited together with its directors, employees, agents, subcontractors and couriers acting on its behalf.

1.25 You means the Customer who contracts with Ecoparcel.

2. The Site

2.1 Ecoparcel will use reasonable endeavours to keep the Site available, but does not guarantee uninterrupted availability and shall not be liable if the Site is unavailable for any period of time.

2.2 You may view, print and download extracts from the Site for your own use provided that no documents or graphics are modified, no graphics are used separately from the corresponding text, and all copyright notices remain intact.

2.3 Unless otherwise stated, all copyright and other intellectual property rights in material on the Site are owned by Ecoparcel or its licensors.

2.4 No part of the Site may be reproduced, stored on any other website, or included in any public or private electronic retrieval system without Ecoparcel's prior written permission.

2.5 Any information processed through the Site will be processed in accordance with Ecoparcel's Privacy Policy and Cookie Policy. By using the Site, you consent to such processing.

2.6 Information provided through the Site may be used to contact you by email or SMS in relation to service updates.

2.7 Links to third-party websites are provided for convenience only. Ecoparcel does not control, endorse, or accept responsibility for third-party websites or their content.

2.8 Reviews and testimonials left by or on behalf of customers may be displayed on the Site.

2.9 You may link to the Site only in a lawful and fair way that does not damage Ecoparcel's reputation or take unfair advantage of it. Ecoparcel may revoke linking permission at any time for breach of these Terms.

2.10 You shall indemnify Ecoparcel for any loss or damage suffered as a result of a breach of this Section 2.

3. Our Obligations

3.1 Ecoparcel will arrange shipment of the parcel or consignment through a third-party carrier either chosen by the Customer at the time of booking or otherwise deemed the most appropriate carrier for the service booked.

3.2 Ecoparcel reserves the right, without notice, to introduce, change or remove pricing, services, service features, or discounts available online.

3.3 All customer service queries and claims must be directed through Ecoparcel. If the carrier is contacted directly, Ecoparcel may not be able to assist later and this may affect your ability to pursue a claim through Ecoparcel.

3.4 Ecoparcel warrants that the services it offers will be provided using reasonable care and skill.

4. Your Obligations

4.1 As a Customer, you agree to ensure that all information supplied on the booking is complete, accurate and not misleading, including but not limited to:

• number of parcels or pallets within the consignment;
• sizes and weights;
• collection and delivery addresses;
• telephone numbers;
• parcel contents;
• parcel value.

4.2 Any discrepancy in the information supplied may result in transit delays, loss, additional Charges, refusal of service, or return of the parcel. Any additional costs incurred by Ecoparcel due to inaccurate information remain the Customer's responsibility.

4.3 You must provide all information reasonably required by Ecoparcel to complete the service and ensure that such information is accurate in all material respects.

4.4 You must ensure that the parcel or pallet is sufficiently packaged in accordance with the packaging guidelines published on the Site. Ecoparcel reserves the right to refuse carriage and/or reject any claim where packaging is inadequate or does not comply with those guidelines.

4.5 For any service marked Printer Required, the Customer must print and attach the correct shipping documentation. Any parcel sent without the required documentation is sent at the Customer's own risk and may incur additional Charges.

4.6 For any service marked Printer Not Required, the shipper must ensure that the parcel is correctly labelled using the carrier-provided labels or the process specified by Ecoparcel or the carrier. Mislabelled or mixed-labelled parcels may be lost, disposed of, or delivered to the wrong destination. Ecoparcel accepts no liability for such loss, damage or misdelivery.

4.7 For any service marked Printer Not Required, the shipper must obtain and retain a collection manifest, label, receipt, or other document that serves as proof of collection. If requested, the Customer must provide such proof. Failure to do so may result in the parcel being deemed not collected and no claim will be accepted.

4.8 You shall not send, and shall not cause Ecoparcel or any carrier to carry, any item that is illegal, unlawful, unsafe, prohibited, or otherwise not permitted for carriage. If you do so, you shall indemnify Ecoparcel against all resulting losses, costs, liabilities and damage.

4.9 You agree to send only goods that are, or were, your property or that you are authorised to send on behalf of the owner. Ecoparcel may refuse to carry any parcel that is neither the property of, nor sent on behalf of, the Customer.

4.10 It is the Customer's responsibility to track the parcel using the tracking number provided and to contact Ecoparcel with any queries while the shipment is in transit.

4.11 All address information must be complete and accurate. Ecoparcel does not deliver to PO boxes or similar addresses. Any order returned due to an incomplete or incorrect delivery address will not be refunded and any claim may be voided.

4.12 The Customer must check the service description and restrictions before ordering, including restrictions such as box requirements, no-signature delivery, or no damage protection. Ecoparcel shall not be liable where the Customer books a service that is unsuitable for the goods.

4.13 Where multiple services carried out by different couriers are booked, it is the sender's responsibility to hand the correct parcel to the correct driver. Ecoparcel accepts no liability where the wrong parcel is handed to the wrong courier.

4.14 It is important that the correct local delivery contact number is supplied, especially for international shipments. If a local number is not provided and a parcel is returned or delayed for delivery-related reasons, the Customer shall be responsible for any additional Charges.

4.15 Each parcel, pallet or consignment must display the correct shipping information and/or labels clearly. Ecoparcel accepts no liability for incorrect, incomplete, damaged, or wrongly attached labels.

5. Packaging and Professional Packing Requirements

5.1 The packaging guidelines published on the Site form part of these Terms and Conditions. By placing an order, the Customer confirms that they have read, understood, and accepted those packaging guidelines.

5.2 Compensation for loss or damage will only be considered where the parcel or pallet was Professionally Packed in accordance with the Site packaging guidelines and otherwise suitable for the selected service and carrier network.

5.3 All parcels and pallets must be conveyable, meaning capable of safe and ordinary handling, loading, unloading, sorting and transport through the relevant carrier network without causing damage to the goods, other shipments, equipment, or persons.

5.4 As a minimum, parcels must be packed in a strong, undamaged cardboard box appropriate for the weight and dimensions of the contents, must not be overpacked, and must include sufficient internal cushioning and protection in line with the Site packaging guidelines.

5.5 As a minimum, pallets must be safely built for transport, must be stable, secure and conveyable, and must consist of securely packed and stacked cardboard boxes or other freight packaging expressly permitted by the Site packaging guidelines. Pallets must be appropriately wrapped and/or strapped where necessary and must not overhang the pallet base.

5.6 Ecoparcel reserves the right to reject carriage, refuse compensation, or apply additional Charges where packaging is inadequate, unstable, unsafe, not conveyable, overpacked, incorrectly stacked, or otherwise non-compliant with the Site packaging guidelines.

5.7 The burden of proving that a parcel or pallet was packed in accordance with the Site packaging guidelines rests with the Customer.

6. Loading and Unloading

6.1 Where collection or delivery takes place at your premises, Ecoparcel is under no obligation to provide equipment or labour beyond the attending driver unless expressly agreed otherwise.

6.2 Any consignment requiring special appliances for loading or unloading will be accepted only on the condition that such appliances are available at the relevant collection and delivery points.

6.3 If Ecoparcel or the carrier agrees to load or unload a consignment without the required appliances, no liability shall arise for any damage caused in the course of doing so and the Customer shall indemnify Ecoparcel against any resulting claim or demand.

7. Collections and Deliveries

7.1 Any collection or delivery dates and times shown on the Site are estimates only unless expressly stated otherwise. Collections and deliveries may be delayed for reasons outside the control of Ecoparcel and the carrier.

7.2 If the carrier is unable to collect the consignment because no one is present, the address is incorrect, the goods are not ready, the goods are unsuitable for transit, or for any similar reason, the booking may need to be rescheduled and a wasted journey charge or rebooking fee may apply.

7.3 The courier will normally attempt delivery at least once. If delivery cannot be completed, the courier may leave details at the delivery address, update the tracking, attempt delivery to a nearby location, or hold the consignment at a depot, all in accordance with the relevant service rules.

7.4 Not all services require a signature. Some services allow delivery to a Safe Location. Where a parcel is left in a Safe Location and a valid delivery scan exists, no claim for loss can be processed.

7.5 If a parcel is held after a missed or failed delivery attempt, it is the Customer's responsibility to contact Ecoparcel to arrange redelivery or collection. Failure to do so may result in return, disposal or additional Charges.

7.6 Where additional surcharges are levied by the carrier in order to complete the booked service, the Customer must pay those costs in full.

8. Returns and Held Parcels

8.1 Where delivery is attempted unsuccessfully, the parcel may be returned to the local depot for collection or redelivery to be arranged through Ecoparcel.

8.2 If no contact is made and no arrangement is agreed within 5 Working Days of the parcel being held, the parcel may be deemed undeliverable and disposed of. Ecoparcel accepts no liability for disposed items.

8.3 A parcel can ordinarily only be returned to the original shipping address. If the return is refused at that address, the parcel may be held for a maximum of 5 Working Days and then deemed undeliverable.

8.4 The Customer may request return to a different address for an additional fee, subject to service availability. Ecoparcel accepts no liability where a third-party carrier cannot amend the return address.

8.5 Any parcel returned to Ecoparcel may be held for a maximum of 5 Working Days. If no arrangement is made within that time for collection, redelivery or return, Ecoparcel may dispose of the item as it sees fit and shall have no liability for any resulting loss.

8.6 Any item posing a health and safety risk, including but not limited to items containing broken glass, ceramics, resin, leaking substances, flammable materials, hazardous materials or similar substances, may be disposed of immediately.

8.7 Where an item is returned and is no longer suitable for onward shipment due to damage, packaging, or size/weight, Ecoparcel may require the Customer to collect it within 48 hours from the nominated location. Failing collection within that time, the item may be disposed of.

8.8 Ecoparcel may attempt to contact the Customer by email or phone when a returned or held item arrives. Ecoparcel is not liable if the contact details on the booking are incorrect or outdated.

8.9 Some services route goods through an Ecoparcel sorting centre. In such cases, Ecoparcel may hold the consignment pending payment of any additional Charges, repackaging fees, return fees, or verification of restricted/prohibited contents.

8.10 Where a parcel is found to contain prohibited contents, it may be returned with no refund or, where feasible, the prohibited contents may be removed and the remaining contents returned or disposed of at the Customer's expense.

8.11 The payee is liable to compensate all expenses incurred by Ecoparcel while returning a parcel to the shipping address.

9. Surcharges

9.1 By using Ecoparcel's services, the Customer agrees that all dimensions, weights, values, quantity of parcels, service requirements and shipment details declared are true and accurate.

9.2 Any under-declaration or false declaration may result in additional Charges, including but not limited to overweight, oversized, re-measurement, repackaging, administration, handling, return and storage Charges.

9.3 Where the declared dimensions or weight do not match the actual dimensions or weight, the Customer is liable for the applicable surcharge.

9.4 Where service restrictions are not followed, including where items are sent that the chosen service does not accept, additional handling Charges may be applied.

9.5 Insufficient packaging or little/no packaging may incur a packaging surcharge.

9.6 Any change to the delivery or collection address while the item is in transit may incur an additional charge up to, and including, the full cost of the original booking.

9.7 Changes made to the collection address on the day of collection may incur an additional charge.

9.8 All Charges requested by Ecoparcel must be paid within 1 Working Day of request. If not paid, Ecoparcel may recover the Charges from Account Funds, PayPal, or any saved card details.

9.9 Any unpaid Charges may result in restriction of the Customer's account until the outstanding amount has been paid in full.

Indicative surcharge pricing for special services

• Rebooking collection – from €5 per parcel
• Order return – from €10 per parcel
• Overweight parcel surcharge – from €25 per parcel
• Overweight parcel administration fee – from €1 per parcel
• Oversized parcel surcharge – from €50 per parcel

Availability of special services is limited. Where return or reprocessing is not possible, the parcel may be disposed of or must be collected by the Customer from the relevant depot.

10. Cancellations

10.1 Unless Flexible Cancellation was purchased during the booking process, the Customer is not entitled to a cancellation refund.

10.2 In some cases, and entirely at Ecoparcel's sole discretion, Ecoparcel may choose to offer a goodwill cancellation settlement before collection. Where offered, such settlement may be subject to a €6 cancellation fee per parcel.

10.3 A goodwill cancellation settlement is not available where the Customer has already requested a rebook collection for €5 per parcel and the second collection attempt also fails.

10.4 If the courier attempts collection after a cancellation request has been submitted, the Customer must refuse to hand over the parcel. If the parcel is handed over or collected, no cancellation refund will be issued.

10.5 Any cancellation request made on or after the collection date may result in a cancellation fee equivalent to the carrier's wasted journey charge, provided the parcel has not been collected.

10.6 If the parcel has already been collected, no cancellation refund will be given. Ecoparcel may request the parcel to be returned to the Customer and return Charges may apply. Ecoparcel does not guarantee that a delivery can be stopped while in transit.

10.7 Cancellation fees are transportation-related costs incurred in connection with the booked service.

10.8 All cancellation requests must be submitted to Ecoparcel's customer service team with sufficient details to identify the booking.

11. Refunds, Account Funds and Balance Refunds

11.1 Only the Transportation Charge is refundable. Any Add-ons and ancillary charges, including but not limited to parcel protection, Flexible Cancellation, transaction fees, administration fees, payment fees and similar optional services, are non-refundable unless applicable law requires otherwise.

11.2 Approved refunds may be returned either to the original payment method or to Account Funds, depending on the Customer's request and Ecoparcel's processes in the particular case.

11.3 A request to refund a cancelled booking to Account Funds must be made within 7 calendar days from the date the order is marked as cancelled. If the order has remained cancelled for more than 7 calendar days, no refund will be processed.

11.4 If a refund has already been credited to Account Funds, the Customer may request that those funds be transferred back to the original payment method within 28 calendar days of the original transaction. After that period, no transfer back to the original payment method will be available.

11.5 Refunds are not available where these Terms and Conditions have not been complied with, including where prohibited or restricted items were sent, information was incorrect, or other exclusions apply.

11.6 Ecoparcel shall not be liable to provide refunds where delays or service disruption are caused by events outside its reasonable control, including but not limited to severe weather, acts of God, customs delays, public authority action, strikes, or network disruption.

11.7 Account Funds added by the Customer may be used only for purchasing services on Ecoparcel.

11.8 Manual credits or goodwill credits added to Account Funds are not refundable unless Ecoparcel expressly agrees otherwise in writing.

11.9 Cashback balances, promotional credits, and similar rewards are not withdrawable and may be redeemed only against future orders placed through Ecoparcel.

11.10 If no order is placed for a continuous period of 6 months, Account Funds may expire and the Customer shall have no further claim to that expired balance. Ecoparcel may send reminder emails after approximately 1, 3 and 5 months of inactivity.

12. Claims and Liability

12.1 Your attention is particularly drawn to this Section 12, which sets out important limits and exclusions of liability.

12.2 Where you deal with Ecoparcel as a consumer, nothing in these Terms excludes any statutory rights that cannot lawfully be excluded or restricted.

12.3 Nothing in these Terms limits or excludes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any other liability that cannot lawfully be excluded.

12.4 Ecoparcel and the relevant carrier will perform the service with reasonable care and skill. However, loss, damage, delay, disposal, misdelivery, or return may occur in the course of carriage and any liability is limited as set out in these Terms.

12.5 To the fullest extent permitted by law, Ecoparcel shall not be liable for any loss of profit, loss of revenue, loss of use, loss of business, loss of goodwill, administrative inconvenience, disappointment, or any indirect or consequential loss arising out of or in relation to the service booked.

12.6 Ecoparcel shall only be liable for direct loss or damage caused by Ecoparcel's negligence, breach of duty, or other wrongful act or omission, and only subject to the limitations and exclusions in this Section 12 and elsewhere in these Terms.

12.7 Ecoparcel shall not be liable where there are material discrepancies, meaning more than 5%, between the declared and actual dimensions or weights.

12.8 Ecoparcel shall not be liable for prohibited or restricted items. Such items are carried strictly at the Customer's own risk.

12.9 Ecoparcel shall not be liable for any item sent under a generic or insufficient description, including descriptions such as "eBay item", "Goods", "Car Parts", "Personal Items", "Gift", or any similar non-specific description.

12.10 If a number of parcels or individually wrapped goods are sent as one consignment, they must be enclosed within one outer box in accordance with the Site packaging guidelines. If they separate in transit and the remaining parcel is delivered, no claim for loss or partial loss will be accepted.

12.11 Ecoparcel shall not be liable for parcels handed to the wrong courier, left unattended for collection, or otherwise released outside the proper collection process.

12.12 Where a parcel is sent on a service that does not require a signature and a valid delivery scan exists, no claim for loss will be processed.

Claim deadlines

12.13 A claim for damage must be submitted through the Ecoparcel claim form within 7 calendar days from the date of delivery.

12.14 A claim for loss must be submitted through the Ecoparcel claim form within 7 calendar days from the date on which the parcel is classified as lost by Ecoparcel or the relevant carrier.

12.15 Where the shipment has not yet formally been classified as lost, Ecoparcel may determine, acting reasonably, the date from which the shipment is considered lost based on the tracking history, last scan, carrier investigation and the surrounding circumstances.

12.16 Any claim received outside the deadlines in this Section may be rejected.

Claim documents and proof of value

12.17 All claims must be supported by sufficient documentary evidence.

12.18 Invoices or receipts proving the value of the lost or damaged goods must be provided. Ecoparcel may reject any claim where satisfactory proof of value is not supplied.

12.19 Proof of value must clearly identify the goods and the value claimed. Website screenshots, catalogue printouts, marketplace listings, estimates, or self-created documents may be rejected if they do not adequately prove the actual value of the goods.

12.20 Ecoparcel will not accept proof of value provided in the form of a Word document or equivalent self-generated valuation document.

12.21 For claims of total loss or partial loss, Ecoparcel may also require proof from the Receiver confirming that the goods have not been delivered or received.

12.22 For damage claims, Ecoparcel may require all of the following:

• photos showing the full extent of the damage;
• photos showing the internal packaging used;
• photos showing the external packaging used;
• a repair quote where applicable;
• any additional evidence reasonably requested by Ecoparcel or the carrier.

Investigation and search process

12.23 Once a complete claim is received together with the required information and documentation, Ecoparcel will open an investigation with the relevant carrier and will commence or request a search for the damaged or lost shipment.

12.24 Ecoparcel and the carrier may request additional information or documents during the investigation. If the requested documents are not provided within 7 calendar days of request, the claim may be rejected.

12.25 If the shipment is found during the investigation, Ecoparcel will notify the Customer and proceed in accordance with the carrier's findings and these Terms and Conditions.

12.26 If the shipment is not found, and the claim is otherwise valid, compensation may be issued based on the value proven by the documentation supplied, subject always to the declared parcel value, the parcel protection included or purchased on the booking, and all applicable exclusions and limits in these Terms.

12.27 Submission of a claim does not guarantee compensation. All claims are subject to validation by Ecoparcel and, where applicable, by the relevant carrier.

Packaging requirements for claims

12.28 Compensation can only be issued for parcels and pallets that were Professionally Packed in accordance with the packaging guidelines published on the Site, which the Customer accepts when placing an order.

12.29 Parcels and pallets must be conveyable and suitable for the selected carrier network. Pallets must be securely packed and stacked and, unless otherwise expressly permitted by the Site packaging guidelines, must consist of properly packed cardboard boxes suitable for pallet transport.

12.30 Ecoparcel shall not accept liability for damage claims where the packaging does not comply with the Site packaging guidelines or where the parcel or pallet was not Professionally Packed.

12.31 Where the shipper is a private customer shipping their own goods, Ecoparcel may require photographs of the parcel itself, including external packaging, in order to assess whether it was packed in a professional and transit-suitable manner. This includes checking, by way of example, that the parcel was not overpacked and that the cardboard box was not put under excessive strain likely to cause tearing, splitting or collapse in transit.

12.32 If the Customer cannot provide the photographs or evidence reasonably requested to verify suitable packaging, the claim may be reduced or rejected.

12.33 In all cases of damage, the damaged goods and all internal and external packaging must be retained and made available for inspection at the delivery address for 28 days from the date of claim submission. Failure to do so may invalidate the claim.

12.34 Where there are no physical signs of external damage and Ecoparcel or the carrier cannot verify transit-related damage, no damage claim will be accepted.

12.35 Ecoparcel shall not be liable for damage where the Customer has selected a service that does not provide damage protection. It is the Customer's responsibility to check service restrictions before booking.

12.36 Ecoparcel shall not be liable where goods are disposed of because they are unsafe, a health and safety risk, leaking, hazardous, unstable, non-conveyable or otherwise unfit for transportation.

Limits of compensation

12.37 If Ecoparcel is liable for loss or damage, its liability shall be limited to the lesser of:

• the parcel value declared by the Customer at the time of booking; and
• the level of parcel protection included as standard on the selected service or purchased additionally for that booking.

12.38 If the service booked includes no standard parcel protection and no additional parcel protection was purchased, Ecoparcel shall have no liability for loss or damage except where liability cannot lawfully be excluded.

12.39 If the declared parcel value is €0.00, no claim will be processed regardless of the circumstances.

12.40 Where only part of a consignment is lost or damaged, any compensation may be pro-rated to reflect the actual value of the affected part compared with the whole consignment.

12.41 Compensation is based on the actual value of the goods at the date of loss or damage, as evidenced by the documents supplied, and not on replacement value, sentimental value, resale expectation, or consequential loss.

Claim handling and appeals

12.42 Claims can only be accepted if submitted through the claim form made available on the Site. Claims submitted by other means may be rejected.

12.43 Ecoparcel may only accept, pay, or discuss a claim with the person who contracted with Ecoparcel for the service.

12.44 All claims may be forwarded to the relevant carrier for review. Ecoparcel reserves the right not to conclude a claim until the carrier's review has been completed.

12.45 If a claim is rejected and the Customer wishes to appeal, the appeal must be submitted within 7 calendar days of the rejection notice. Appeals submitted later may be rejected.

12.46 Ecoparcel reserves the right to reject any claim where these Terms and Conditions have not been complied with.

13. Your Indemnity

13.1 Ecoparcel shall assume, for the purposes of this Contract, that the Customer is the owner of every item dispatched in the consignment or is duly authorised by the owner to send it.

13.2 If any other person makes a claim against Ecoparcel in relation to the goods beyond Ecoparcel's liability to the Customer, the Customer shall indemnify Ecoparcel against all resulting losses, liabilities, legal costs and expenses.

13.3 The Customer shall indemnify Ecoparcel against all losses or liabilities arising from deficient, ambiguous or incorrect labelling of a consignment.

13.4 The Customer shall indemnify Ecoparcel against all losses or liabilities resulting from any breach by the Customer of these Terms and Conditions.

14. International Carriage

14.1 Where Ecoparcel is requested to collect from or deliver to a country outside the United Kingdom, Ecoparcel's liability, subject always to Section 12, shall be governed where applicable by the Convention on the Contract for the International Carriage of Goods by Road and any other mandatory rules that apply to the carriage.

14.2 In relation to any carriage performed by air, the Warsaw Convention, Montreal Convention, or other applicable international air carriage rules may apply and may limit liability in respect of loss or damage.

14.3 Ecoparcel is not responsible for customs charges, import taxes, duties or similar charges. The Customer must satisfy themselves before booking whether any such charges may arise and, if they are charged to Ecoparcel by a competent authority, the Customer shall reimburse Ecoparcel in full within 7 Working Days of demand.

14.4 The Customer must ensure that all customs and transit documentation required for the shipment is correctly printed, completed, attached and supplied. Ecoparcel shall not be liable for delay, return, disposal or non-delivery caused by missing, inaccurate, incomplete or unattached documentation.

14.5 It is the Customer's responsibility to ensure that the receiving country's import requirements are met and that the Receiver has any required clearance or documentation. Ecoparcel shall not be liable for returns or delays caused by the Receiver's inability to import the goods.

14.6 This Section also applies to import bookings, in which case the Receiver may remain liable for customs taxes, duties, and other Charges.

15. EcoSend Plus

15.1 Any benefits provided under EcoSend Plus are subject to the conditions agreed at setup and to these Terms and Conditions.

15.2 Such conditions may include, without limitation, minimum monthly shipment volumes as agreed with the Customer.

15.3 Ecoparcel will not provide any refund or reduction of charges where the Customer sends fewer parcels than the number contracted under the relevant EcoSend Plus arrangement.

16. Cashback

16.1 Where Ecoparcel offers a promotional rebate or reward scheme based on volume of bookings, such scheme shall be referred to as Cashback.

16.2 Cashback and Account Funds may be recorded separately in the Customer's account.

16.3 When an order is placed, Ecoparcel may deduct the order value from available Account Funds and/or Cashback balance at the request of the payee. If insufficient credit is available, the balance must be paid by another payment method.

16.4 Cashback balances are redeemable only against future orders placed through Ecoparcel and are not available for cash withdrawal.

16.5 Cashback rebates are issued in the form of Account Funds unless Ecoparcel states otherwise.

17. Miscellaneous

17.1 Unless expressly stated otherwise, Working Days do not include Saturdays, Sundays, public holidays or bank holidays.

17.2 Ecoparcel will not provide any refund or reduction of charges merely because the Customer sends fewer parcels than expected unless Ecoparcel has expressly agreed otherwise in writing.

18. Nature of Agreement

18.1 These Terms and Conditions, together with any applicable mandatory international carriage conventions and any documents expressly incorporated by reference, constitute the entire agreement between Ecoparcel and the Customer in relation to the services booked.

18.2 These Terms supersede any prior discussion, representation, warranty or agreement relating to the same subject matter, except where liability cannot lawfully be excluded.

19. Termination

19.1 This agreement may be terminated by either party on one month's written notice, or immediately where the other party commits a material breach of its obligations or becomes insolvent, enters liquidation, has an administrator or receiver appointed, or makes an arrangement with creditors.

20. Variation

20.1 No variation, extension or cancellation of these Terms shall be binding on Ecoparcel unless confirmed in writing by a director of Ecoparcel or otherwise published by Ecoparcel on the Site as an updated version of these Terms.

21. Applicable Law

21.1 These Terms and any dispute arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.

21.2 Subject to any mandatory consumer rights or mandatory jurisdiction rules, the courts of England and Wales shall have jurisdiction in relation to such disputes. Nothing in this clause limits Ecoparcel's right, where legally permitted, to bring proceedings in any other court of competent jurisdiction.

22. Statutory Rights

22.1 These Terms and Conditions are in addition to the Customer's statutory rights as a consumer, which remain unaffected to the extent they cannot lawfully be excluded or restricted.

22.2 The Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms.

23. Non-solicitation

23.1 During the term of this agreement, the Customer shall not solicit or employ any Ecoparcel employee identified through the performance of this agreement, nor knowingly interfere with Ecoparcel's business relationships.

24. Use of Ecoparcel Brand

24.1 The Customer shall not use the words Ecoparcel, Ecoparcel.eu, or any confusingly similar variation in Google Ads, AdWords, search advertising, or similar online advertising services without Ecoparcel's prior written consent.

24.2 Any unauthorised use may constitute infringement of Ecoparcel's trademark or other rights and may result in legal action.

25. Complaints

25.1 Ecoparcel aims to provide outstanding customer service. If you have a complaint about the service you have received, please contact Ecoparcel through the Help Centre or the complaints channel made available on the Site.

25.2 Please allow up to 7 Working Days for a response to written correspondence.