Terms of Service

1. About these terms

“Dropdsh”, “we”, “us” and “our” mean the Dropdsh platform operator identified in your booking confirmation or invoice. “You” means the person or organisation using the platform or making a booking. A “recipient” is the person receiving an item. A “driver” includes an approved independent driver or fleet partner carrying out a service for Dropdsh.

A contract for a delivery is formed when we accept the booking and issue confirmation. Quotes can expire or change before confirmation if the information, route, availability, timing, taxes, fees or service requirements change. A driver accepting a job does not create a separate customer contract with that driver.

2. Eligibility and accounts

You must be at least 18 and able to enter a binding contract. If you use Dropdsh for an organisation, you confirm that you have authority to bind it. You must provide accurate, current information and keep credentials, verification codes and devices secure.

You are responsible for activity on your account unless caused by our failure to use reasonable care. Tell support promptly about suspected unauthorised access. Accounts may not be sold, transferred or used to impersonate another person.

3. Services and bookings

Available services can include Pickup & Delivery, Multi-Drop, Vehicle Movement and Vehicle Recovery. Availability depends on service zones, vehicle capacity, approved providers, timing, access, weather, road conditions and legal restrictions.

You must review the booking summary before confirmation. The confirmed addresses, stops, item or vehicle details, photographs, access instructions, assistance requirements, chosen vehicle, schedule and cover level are the agreed specification. Material changes can require a revised quote, different vehicle, additional fee or cancellation.

Times and estimated arrival windows are estimates unless we expressly agree a guaranteed service in writing. We will provide the service with reasonable care and skill and keep you informed of material disruption where reasonably possible.

4. Prices, authorisations and payment

The checkout total can reflect distance, loaded miles, vehicle category, stops, schedule, demand, assistance, waiting, tolls, specialist requirements, selected cover level, taxes and disclosed fees. The applicable amount and currency are shown before you confirm.

Card payments are processed by Stripe. We may authorise a card when the booking is made and capture the amount in accordance with the checkout description and delivery status. Dash Coin and approved business-credit payments are governed by the Dash Coins and Referrals Policy. Approved business accounts may have separate invoicing, credit or direct-debit terms.

You authorise us and our payment provider to collect amounts properly due under the booking, including a disclosed cancellation, waiting, return or adjustment charge. We will provide a breakdown where a price changes after booking.

5. Your responsibilities

You must:

• give complete and accurate contact, address, item, vehicle, weight, dimensions, condition and access information;
• select a suitable vehicle and service, or contact support when specialist handling may be needed;
• package and label items so they withstand normal road transport, handling and weather;
• obtain any permission, licence, consent or authority needed to send or receive the goods;
• ensure someone authorised is available at collection and delivery and provide any required OTP/PIN;
• tell the recipient that their contact and delivery information will be shared with Dropdsh and the assigned provider; and
• comply with the Prohibited Items Policy.

You are responsible for loss, delay, damage, injury, regulatory action or reasonable cost caused by inaccurate declarations, unsafe packaging, unlawful goods or your breach, except to the extent caused by our failure to use reasonable care and skill.

6. Collection, waiting, delivery and returns

Safe and lawful access must be available at each stop. The driver may refuse unsafe lifting, unlawful parking, an undisclosed item, a load exceeding capacity, abusive behaviour or any instruction that would breach the law or this agreement.

Any included waiting time and later waiting charge must be shown in the booking flow, price schedule or agreed business terms. A charge will not apply unless disclosed or separately agreed. If collection or delivery cannot be completed, we may arrange redelivery, collection, secure holding, return-to-sender or another reasonable solution. A disclosed return or additional journey charge may apply.

Proof of collection or delivery can include photographs, signature, OTP/PIN, GPS location, timestamp, driver identity and order reference. Title to goods does not pass to Dropdsh.

7. Cover level and claims

The cover level shown at checkout is the contractual maximum liability selected for the booking, subject to these terms and any stated exclusions. It is not customer insurance and does not transfer the customer’s own risk unless an authorised insurance product is expressly identified with separate policy terms and provider details.

We may ask for evidence of ownership, condition, value, packaging, repair or replacement cost. Any settlement is limited to the proven direct loss and the applicable cover level, and cannot exceed the lower of repair cost, replacement value or actual value immediately before the event.

Cover may be reduced or unavailable where goods were prohibited, incorrectly declared, inadequately packed, inherently defective, affected by ordinary wear, or where the claim was caused by the customer or recipient. These restrictions do not remove liability that cannot legally be excluded.

8. Cancellation, failed delivery and refunds

You may cancel while the order screen offers cancellation. The financial outcome depends on whether payment was made or authorised, whether a driver has been assigned or accepted, and whether collection has started. A disclosed fee may be retained or captured after driver acceptance; the remaining authorised or paid amount is released or refunded as described in the Cancellation and Refunds Policy.

Repeated post-acceptance cancellations can result in account review or suspension under the risk controls shown in the platform. We will not use this provision to remove a consumer’s statutory rights.

9. Dash Coins, referrals and promotions

Dash Coins are closed-loop platform credit, not cash, e-money, a bank deposit or a transferable asset. Purchased and promotional balances can have different conditions. Referral rewards are subject to eligibility, genuine use and the programme rules active when a reward qualifies.

Purchased unused credit and payment-related refunds are handled as set out in the Dash Coins and Referrals Policy. Bonus or referral credit has no cash value and can expire where its expiry was clearly disclosed.

10. Business accounts, manifests and integrations

Business customers must keep authorised-user access current and are responsible for bookings made by their staff. Bulk manifests must contain accurate information for every stop and item. API credentials are confidential, company-scoped and may be rate-limited, rotated or disabled to protect the service.

Credit limits, weekly allowances, direct-debit collection, invoicing, volume pricing and service levels apply only when approved and recorded in the account or a written commercial agreement. If a commercial agreement conflicts with these terms, that agreement prevails only for the stated subject.

11. Acceptable platform use

You must not misuse the platform, bypass payment, scrape or reverse engineer it, interfere with security, submit malware, create fraudulent bookings, manipulate location or evidence, harass users, or use Dropdsh for illegal activity. Automated access is allowed only through an approved integration.

Platform software, branding and content are owned by us or our licensors. We grant a limited, revocable, non-transferable right to use them for lawful Dropdsh services.

12. Reviews, messages and user content

Order-related chat and evidence may be retained for service, safety and dispute purposes. Content you submit must be lawful, accurate and must not infringe another person’s rights. You grant us the rights reasonably needed to host, review and use that content to operate the service.

Reviews must reflect a genuine experience. Incentives must be disclosed and must not depend on a positive rating. We may remove fake, misleading, abusive, irrelevant or unlawfully incentivised reviews.

13. Reporting problems and claims

Report loss, damage, non-delivery, an incorrect charge or another service issue promptly through the order support option or hello@dropdsh.co.uk. Follow any claim window displayed for the booking and preserve packaging, photographs, receipts and other relevant evidence.

We may need reasonable time to investigate with the customer, recipient, driver, payment provider or authorities. We will not reject a valid statutory claim solely because an internal target was missed where UK law gives a longer right.

14. Our responsibility

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot be excluded, or any other liability that law does not permit us to limit.

For consumers, we are responsible for foreseeable loss caused by our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, was caused by inaccurate instructions or prohibited goods, or is a business loss arising from a consumer booking.

For business customers, subject to the paragraph above, we are not liable for indirect or consequential loss, loss of profit, revenue, business, goodwill or anticipated saving. Our aggregate liability for a booking is limited to the amount paid for that booking plus the applicable selected cover level, unless a written commercial agreement states otherwise.

We are not liable for delay or failure caused by events outside reasonable control, but we will take reasonable steps to reduce the impact and will provide any cancellation or refund right required by law.

15. Suspension and termination

We may restrict or suspend an account where reasonably necessary for safety, fraud prevention, non-payment, repeated serious cancellation, document failure, unlawful activity or material breach. Where appropriate, we will explain the reason and provide a route to contact support.

You may stop using Dropdsh and request account closure, subject to active bookings, payments, disputes and records we must retain. Closing an account does not cancel existing liabilities or remove rights already accrued.

16. Changes and general legal terms

We may update these terms for legal, regulatory, security or service reasons. Material changes apply prospectively and will be notified through the platform or another reasonable channel. The version accepted when a booking was confirmed continues to govern that booking unless law requires otherwise.

If one term is unenforceable, the remaining terms continue. Delay in enforcement is not a waiver. You may not transfer this agreement without consent; we may transfer it as part of a business reorganisation provided your rights are not reduced.

These terms are governed by the law of England and Wales. Consumers may also benefit from mandatory rights and bring proceedings in the courts available under applicable UK law. Business disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact and complaints

Include your order reference, a clear description and supporting evidence. We aim to acknowledge and investigate complaints fairly. Nothing prevents a consumer from seeking independent advice or using any statutory dispute route available to them.