1. Who we are
Sendlie ("we", "us", "our") is operated by Sendlie Ltd, a company registered in England and Wales under company number 17238942. You can reach us at hello@sendlie.co.uk.
2. What Sendlie does
Sendlie is a platform that connects two groups of people:
- Customers who need an item picked up from one address and delivered to another.
- Runners who are willing to collect and deliver those items in exchange for payment.
We are not the runner. We are the technology and the operations team that matches a customer's request with an available runner and handles payments, communications, and support.
3. Eligibility
You must be 18 or older to use Sendlie. By creating an account or submitting a task, you confirm that you are at least 18 and have the legal capacity to enter into a contract.
4. How a booking works
- You submit a task with a pickup address, drop-off address, item description, and any special instructions.
- We confirm the price and estimated time.
- A vetted Sendlie runner accepts the job.
- The runner arrives at the pickup address. Items are handed over at the door — runners never enter homes, gardens, or buildings.
- The runner photographs the item before leaving the pickup.
- The runner delivers to the drop-off address. Another photo confirms safe delivery.
- Payment is processed automatically.
5. Prohibited items
Sendlie cannot be used to deliver any of the following:
- Cash, gift cards exchangeable for cash, jewellery over £200 in value, or precious metals.
- Illegal items of any kind, including controlled substances.
- Prescription medication without verified instruction from the prescription holder.
- Firearms, ammunition, knives, or any weapon.
- Live animals, including pets.
- Hazardous materials: flammables, corrosives, biological samples, or anything requiring a hazmat licence.
- Anything perishable that requires temperature control beyond a short journey.
- Items that the customer does not have the legal right to send.
If a runner reasonably believes an item falls into one of these categories, they will refuse the job. You may still be charged a cancellation fee.
6. Doorstep handover policy
Sendlie operates a strict doorstep-only policy. This is for the safety of both customers and runners. The person at the pickup address must hand the item directly to the runner at the door, gate, or building reception. The same applies at drop-off. Sendlie runners will not enter your home, garden, or any private interior space under any circumstances.
7. Pricing and payment
Prices are quoted before you confirm the task. The quoted price is the price you pay, unless the task changes materially (for example, the runner arrives and the item is in a different location requiring extra travel).
Payment is taken by card via our payment partner (currently Stripe) once the task is completed. By submitting a task, you authorise us to charge the card on file for the quoted amount plus any agreed extras.
Express jobs (sub-30-minute) carry a £2.99 surcharge. Bulky items (larger than a 40-litre bag) carry a £1.99 surcharge.
8. Cancellations and refunds
You can cancel a task for free at any point before a runner accepts it. Once a runner has accepted, the following applies:
- Before pickup arrival: £2.99 cancellation fee.
- After pickup arrival: the full quoted amount may be charged at our discretion, reflecting the runner's time and travel.
If something goes wrong with your task that is our fault or the runner's fault, contact us at support@sendlie.com. We will investigate and may issue a refund or credit at our discretion.
9. Your responsibilities as a customer
- Provide accurate pickup and drop-off addresses.
- Ensure that someone is at the pickup address to hand the item to the runner, or that the item is left in a clearly described, accessible doorstep location.
- Ensure that the recipient at the drop-off is expecting the delivery and able to receive it.
- Provide clear, accurate descriptions of the item being collected.
- Treat runners with courtesy and respect.
10. Runners
Runners on the Sendlie platform are self-employed. They are not employees of Sendlie. Runners set their own working hours and choose which jobs to accept. Each runner is verified by Sendlie with a government-issued ID, address verification, and an introductory call before being approved.
11. Liability
To the fullest extent permitted by law:
- Sendlie does not currently include free goods-in-transit insurance with every job. We are working with insurers to introduce dedicated cover; until then, customers send valuable items at their own risk.
- Sendlie's total liability for any single task is limited to the amount paid for that task, except where this limitation is prohibited by law.
- We are not liable for delays caused by traffic, weather, addresses being inaccessible, or other circumstances outside our reasonable control.
- Nothing in these terms limits or excludes any liability that cannot legally be limited or excluded — including liability for death or personal injury caused by negligence, or for fraud.
For higher-value items (anything you would not be comfortable losing), we recommend using a fully insured courier with a tracked, signed-for service instead of Sendlie.
12. Damage, loss, and disputes
If an item is damaged or lost while in a runner's care, contact us at support@sendlie.com within 24 hours of the scheduled delivery time. We will investigate by reviewing pickup and drop-off photos, runner reports, and customer accounts. Where we determine that the runner or platform was at fault, we will offer a refund or credit appropriate to the circumstances.
13. Account suspension or termination
We may suspend or terminate access to Sendlie if a customer or runner:
- Breaches these terms.
- Attempts to use the service for prohibited items.
- Treats runners or staff abusively.
- Provides false information.
- Engages in any activity we reasonably believe to be fraudulent.
14. Changes to these terms
We may update these terms from time to time. The "last updated" date at the top of this page tells you when. Material changes will be communicated by email to active customers and runners.
15. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be resolved in the courts of England and Wales.
16. Contact
For any questions about these terms, contact us at hello@sendlie.co.uk.