Terms of Use (Customer)
These Terms of Use (Customer) govern your use of the Urban Priority app, website and related customer services (together, the “Platform”). By creating an account, booking a delivery, making a payment, or otherwise using the Platform, you agree to these Terms.
Who we are
Urban Priority Ltd (company number 17080376; VAT registration number 516 4187 91) is a private limited company registered in England and Wales. Registered office: Regal House, 70 London Road, Twickenham, TW1 3QS, England. Contact: support@urbanpriority.co.uk.
About the service
• Urban Priority provides a booking, dispatch, tracking, payment and customer-support platform for same-day courier services.
• Deliveries booked through the Platform are physically carried out by couriers who accept jobs through the Platform.
• We rely on the booking information, item details, addresses, access instructions and contact details provided by you.
1) Eligibility and your account
• You must be at least 18 years old and capable of entering into a legally binding contract.
• You must keep your login details secure and are responsible for activity carried out through your account.
• You must provide accurate, complete and up-to-date account information.
• We may suspend, restrict or close accounts where we reasonably suspect fraud, misuse, abusive behaviour, illegal activity, or serious breaches of these Terms.
2) Booking a delivery
• When you place a booking, you must provide accurate pickup and drop-off addresses, sender and recipient contact details, item information, and any relevant access instructions.
• You are responsible for making sure the item is properly packaged, lawful to transport, and suitable for the selected vehicle/service level.
• Estimated collection times, delivery windows and ETAs are estimates only. Delays may happen because of traffic, weather, road closures, access problems, customer availability, safety issues or other operational factors.
• If important booking details change after checkout, including address changes, stop changes, waiting time, item size/weight, access issues or special handling needs, additional charges may apply or the delivery may need to be cancelled or rebooked.
3) Prohibited, restricted and unsuitable items
You must not book deliveries for any illegal, dangerous, restricted or unsuitable item. This includes, by way of example only:
• illegal drugs, stolen goods, counterfeit goods or any unlawful item
• weapons, ammunition, explosives, fireworks or imitation firearms
• hazardous, flammable, corrosive, toxic or pressurised materials
• live animals, human remains, bodily fluids or medical waste
• leaking, badly packed or unsafe items
• cash, bearer instruments, precious metals, high-value jewellery or other unusually high-value items unless we have agreed in writing beforehand.
If you are unsure whether an item is allowed, contact us before booking. We or the courier may refuse, stop, return or report any delivery that appears prohibited, unsafe or unlawful.
4) Pickup and drop-off responsibilities
• You must make sure the sender is ready at pickup and the recipient is available at drop-off.
• You must provide any codes, reception details, parking/loading instructions and access information needed to complete the job safely and lawfully.
• If the sender or recipient is unavailable, waiting time, failed-delivery return charges, redelivery charges or support handling charges may apply where operationally justified.
• You confirm that you are entitled to send the item and to provide us with the sender and recipient details needed to perform the delivery.
5) Prices and payment
• Prices shown in the app are based on the information available at the time of booking, including route, service level, vehicle, timing and other operational factors.
• Payment is collected through third-party payment providers such as Stripe. We do not store full card numbers.
• Prices, receipts and invoices are handled in line with applicable UK VAT rules. Where VAT applies, the price, receipt or invoice will show VAT clearly, including the Urban Priority VAT number where required.
• If a payment is reversed, disputed or charged back without valid reason, we may investigate, pause your account or recover sums properly due.
6) Cancellation rights, cancellations and no-shows
• Our operational cancellation fees are set out in the Refunds & Cancellations policy shown in the app and on our website. That policy forms part of these Terms.
• If you ask us to begin the courier service within the statutory cancellation period, you expressly request immediate performance of the service. If you then cancel after the service has started, you may have to pay for the part already supplied, and if the service has been fully performed you may lose the statutory right to cancel, as permitted by law.
• Additional charges may apply for no-shows, failed deliveries, long waiting times, return-to-sender requests, or incorrect booking details where costs have already been incurred.
7) Delivery issues, loss and damage
• You must inspect the delivery outcome promptly and report any issue, loss, damage or misdelivery to us as soon as reasonably possible, with supporting evidence where available.
• You must take reasonable steps to reduce avoidable loss.
• Claims may be refused or reduced where loss is caused or made worse by inadequate packaging, misleading booking information, prohibited items, unsafe handling instructions, or delay in reporting the issue.
8) Liability cap
• To the fullest extent permitted by law, Urban Priority’s liability for direct loss of or direct damage to an item is limited to the lower of: (a) the proven value of the item; and (b) £100 for the relevant delivery, unless we have agreed a higher limit in writing before collection.
• We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of goodwill, loss of opportunity, or distress caused by business interruption or missed deadlines.
• Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, fraud, or your mandatory consumer rights.
9) Intellectual property and copyright
• The Platform, including our software, branding, logo, design, text, graphics, layout and other content, is owned by Urban Priority Ltd or its licensors and is protected by copyright, trade mark and other intellectual property laws.
• We grant you a limited, non-exclusive, non-transferable, revocable right to use the Platform for your personal or internal business delivery-booking purposes in accordance with these Terms.
• You must not copy, reproduce, adapt, republish, distribute, reverse engineer, scrape, create derivative works from, or commercially exploit any part of the Platform except as permitted by law or with our prior written consent.
10) Acceptable use
• You must not misuse the Platform, interfere with security, upload malicious code, attempt unauthorised access, scrape data, harass couriers or staff, or use the Platform for unlawful activity.
• We may suspend or terminate access and take other reasonable action where this rule is broken.
11) Communications
• We may send service-related messages such as booking confirmations, security alerts, receipts, delivery updates, support communications and optional push notifications linked to your account activity.
• Marketing messages will only be sent where allowed by law, and you can opt out of marketing at any time.
12) Privacy
Your use of the Platform is also governed by our Privacy Policy shown in the app and on our website.
13) Complaints
If you have a complaint, please contact us through the in-app Support section or by email at support@urbanpriority.co.uk, quoting your job reference where possible.
14) Changes to these Terms
We may update these Terms from time to time. The latest version shown in the app or on our website will apply from the date displayed there. If the changes are material, we may also give additional notice inside the app or by email.
15) Governing law
These Terms are governed by the laws of England and Wales. If you are a consumer, you keep any mandatory protections that apply in your country of residence. The courts of England and Wales will have jurisdiction unless consumer law requires otherwise.