ConnectSend logo ConnectSend

Legal

Terms & Conditions

Last updated: 5 July 2026

These Terms and Conditions (the "Terms") form a legally binding agreement between you and CONNECTSEND LTD, a company registered in England and Wales (referred to in these Terms as "ConnectSend", "the Service Provider", "we", "us", or "our"), governing your access to and use of the ConnectSend mobile application and the services made available through it (together, the "Application" or the "Service").

By downloading, accessing, registering for, or otherwise using the Application, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy. If you do not agree to these Terms, you must not download, access, or use the Application.

The Application is available to download and use free of charge. However, fees may apply when you use certain features of the Service, such as completing a Match, as described in Section 9 (How Matching, Payments and Delivery Confirmation Work). Any such fees will always be clearly shown to you before you are charged.

Contents

  1. Acceptance of These Terms
  2. Definitions
  3. The Service: What ConnectSend Is and Is Not
  4. Eligibility and Supported Countries
  5. Account Registration and Identity Verification
  6. Roles of Senders and Travellers
  7. Prohibited Items
  8. Customs, Import/Export and Legal Compliance
  9. How Matching, Payments and Delivery Confirmation Work
  10. Refunds and Cancellations
  11. Item Value, Compensation Limit and Insurance
  12. Limitation of Liability and Disclaimers
  13. Disputes Between Users
  14. Acceptable Use
  15. Intellectual Property
  16. Third-Party Services
  17. Mobile Device, Connectivity and Updates
  18. Suspension and Termination
  19. Indemnification
  20. Force Majeure
  21. Governing Law and Dispute Resolution
  22. General Provisions
  23. Changes to These Terms
  24. Contact Us

1. Acceptance of These Terms

You confirm that you are at least 18 years old and have the legal capacity to enter into a binding contract. If you are using the Application on behalf of another person or entity, you confirm that you are authorised to accept these Terms on their behalf.

Unauthorized copying or modification of the Application, any part of the Application, or our trademarks is strictly prohibited. Any attempt to extract the source code of the Application, translate it into other languages, or create derivative works based on it is not permitted. All trademarks, copyrights, database rights, and other intellectual property rights related to the Application remain the property of ConnectSend or its licensors.

2. Definitions

In these Terms, the following words have the following meanings:

"User" / "you"
any person who registers for, accesses, or uses the Application, whether as a Sender, a Traveller, or both.
"Sender"
a User who creates a request for an Item to be carried to a destination by a Traveller.
"Traveller"
a User who creates a travel listing and agrees to carry and deliver an Item on behalf of a Sender in exchange for payment.
"Item"
any parcel, package, document, or good that a Sender asks a Traveller to carry.
"Match"
a confirmed pairing between a Sender's request and a Traveller's listing for the carriage of a specific Item.
"Service Fee"
any fee charged by ConnectSend for facilitating a Match, as shown to the Sender before payment is taken.
"Delivery Code"
the unique code used by a Traveller to confirm that an Item has been successfully delivered to its intended recipient.
"Payment Processor"
the third-party payment service provider used by ConnectSend to process payments in connection with Matches (currently Revolut Business).

3. The Service: What ConnectSend Is and Is Not

ConnectSend operates an online marketplace and mobile platform that allows registered Users to connect with one another as a Sender or a Traveller. Travellers list upcoming trips and available carrying capacity; Senders list Items they need carried to a destination. The Application helps these Users find one another, communicate, and arrange payment.

ConnectSend is a technology platform only. We do not provide courier, freight, logistics, postal, or shipping services ourselves, and we are not a common carrier, freight forwarder, customs broker, or postal operator. ConnectSend does not pack, inspect, x-ray, store, transport, or take physical custody or control of any Item at any time.

All arrangements for the carriage of an Item are made directly between a Sender and a Traveller, who act as independent, unaffiliated individuals. ConnectSend is not a party to, and does not guarantee the performance of, any agreement formed between a Sender and a Traveller.

4. Eligibility and Supported Countries

To use the Service, you must be at least 18 years old, have the legal capacity to enter into a binding contract, and not be prohibited from using the Service under the laws of your country or any other applicable law or regulation (including sanctions or export control laws).

ConnectSend currently supports the following countries. To create a Send Request or Travel Request, the relevant origin and/or destination must be one of these countries:

ConnectSend may add, remove, or restrict supported countries or routes at any time, with or without notice, including for regulatory, customs, sanctions, fraud-prevention, or operational reasons. We do not guarantee that any particular country will remain supported.

5. Account Registration and Identity Verification

To access certain features of the Service, you must register for an account and provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

ConnectSend uses a third-party identity verification service, Veriff, to verify your identity, confirm your age, and help prevent fraud. You agree to provide accurate identification documents and information if requested. You acknowledge that failure or refusal to complete identity verification may result in restricted access to some or all features of the Service, including the ability to create a Match, send an Item, act as a Traveller, or receive a payout.

ConnectSend reserves the right to refuse registration, and to suspend or terminate any account, at any time and for any reason, including suspected fraud, provision of false information, failure to pass identity verification, or breach of these Terms.

6. Roles of Senders and Travellers

Travellers are independent Users of the platform and are not employees, workers, partners, joint venturers, or agents of ConnectSend. ConnectSend does not direct or control how a Traveller performs the carriage of an Item, what route they take, or how they pack or store an Item during transit. Travellers are solely responsible for complying with all transport, customs, immigration, tax, and other laws applicable to any Item they agree to carry.

Senders are solely responsible for the legality, condition, accurate description, and accurate declared contents of any Item they ask a Traveller to carry, and for ensuring that they have the right to send that Item.

7. Prohibited Items

The following Items must never be sent, carried, or accepted through the Service:

This list is illustrative and not exhaustive. It is the sole responsibility of the Sender to ensure that an Item is legal to send, possess, and receive in the origin, transit, and destination countries, and the sole responsibility of the Traveller to satisfy themselves as to the contents and legality of an Item before agreeing to carry it. ConnectSend does not inspect, x-ray, or verify the contents of any Item and accepts no responsibility for Items that are seized, confiscated, destroyed, delayed, or that result in any penalty, fine, detention, or prosecution of any User by customs, border, postal, aviation, or other authorities.

If you send, attempt to send, accept, or carry a prohibited Item, ConnectSend reserves the right to immediately suspend or terminate your account, withhold or reverse any related payment, and report the matter to the relevant authorities. You agree to fully indemnify ConnectSend in accordance with Section 19 (Indemnification) for any loss, fine, penalty, claim, or expense arising from your breach of this section.

8. Customs, Import/Export and Legal Compliance

Each Sender and Traveller is solely responsible for ensuring that the sending, carrying, importing, and receiving of an Item complies with all applicable laws, including customs regulations, import/export controls, sanctions regimes, and postal or aviation security rules of the origin country, destination country, and any country of transit.

ConnectSend is not a customs broker or declarant and makes no representation as to whether any Item may lawfully be imported into, exported from, or transit through any country. You are strongly advised to independently verify all customs duties, taxes, permits, and restrictions that may apply to your Item before agreeing to a Match.

Any customs duties, taxes, tariffs, or fees levied on an Item are the responsibility of the Sender and/or recipient, as applicable, and are not included in any amount paid to ConnectSend or to a Traveller unless expressly agreed between the Sender and Traveller.

9. How Matching, Payments and Delivery Confirmation Work

Creating a Send Request or Travel Request through the Application does not require any payment. Payment is only collected once you are matched with another User (a "Match").

Once a Match is confirmed, the Sender will be charged the agreed amount for that Match, via our Payment Processor, Revolut Business (or such other payment processor as ConnectSend may use from time to time). The total amount to be charged will always be shown to the Sender before payment is taken.

ConnectSend's role in handling payments is limited to facilitating payment between Senders and Travellers in connection with a Match. ConnectSend is not a bank or an electronic money institution, does not provide banking or escrow services, and does not pay interest on any funds held in connection with a Match. ConnectSend is not responsible for delays, errors, or failures caused by the Payment Processor or by your bank or card issuer.

To confirm delivery, the Traveller must enter the unique Delivery Code provided to the recipient upon successful handover of the Item at the agreed destination. Entry of a valid Delivery Code confirms delivery and releases the amount due for the Match to the Traveller.

10. Refunds and Cancellations

You may be entitled to a refund or compensation in connection with a Match in the following circumstances:

(a) Cancellation before handover. If the Sender cancels their request, or if either the Sender or the Traveller cancels the Match, before the Item has been physically handed over to the Traveller, the Sender will receive a full refund of the amount paid for the Match.

(b) No delivery confirmation within 7 days of arrival. If the Traveller arrives in the destination country but does not confirm delivery using the Delivery Code within 7 days of their arrival, the Item is treated as undelivered and the Sender may request a refund or compensation as follows:

- If the Item was never physically handed over to the Traveller, the Sender will receive a full refund of the amount paid for the Match.
- If the Item was physically handed over to the Traveller but was not delivered, the Sender may claim compensation for the Item, up to a maximum of £300 in total (inclusive of any refund of the amount paid for the Match) per Match, as set out in Section 11 (Item Value, Compensation Limit and Insurance).

Refunds and compensation under this section will be processed to the original payment method via Revolut Business and may take several business days to appear, depending on your bank or card provider's own processing times.

ConnectSend reserves the right to investigate any refund or compensation request, including by requesting evidence from either or both Users involved in a Match, and to decline a request it reasonably believes to be fraudulent, mistaken, or made in bad faith.

11. Item Value, Compensation Limit and Insurance

There is no maximum declared value for Items sent through the Service, and ConnectSend does not require Senders to declare the value of an Item. However, ConnectSend's total liability, and the maximum compensation payable to a Sender under Section 10 (Refunds and Cancellations) or otherwise in connection with any Match, Item, or use of the Service, is capped at £300 (three hundred pounds sterling) per Match, regardless of the Item's actual value, replacement cost, sentimental value, or any other measure of loss.

ConnectSend does not provide insurance for Items. If you wish to send an Item with a value greater than £300, or an Item of sentimental, irreplaceable, or special value, you do so entirely at your own risk. Travellers are not required to hold, and ConnectSend does not provide, insurance for Items they carry.

12. Limitation of Liability and Disclaimers

To the maximum extent permitted by applicable law:

Nothing in these Terms excludes or limits ConnectSend's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

13. Disputes Between Users

Any dispute, disagreement, or claim arising between a Sender and a Traveller in connection with a Match, including disputes about the condition, value, contents, or delivery of an Item, is solely between those Users. ConnectSend is not a party to, and assumes no responsibility for resolving, such disputes. ConnectSend may, at its sole discretion and on a goodwill basis, assist Users by facilitating communication or providing information relevant to a Match, such as confirming whether a Delivery Code was entered, but is under no obligation to do so.

14. Acceptable Use

You agree that you will not:

15. Intellectual Property

The Service Provider is dedicated to ensuring that the Application is as beneficial and efficient as possible. As such, we reserve the right to modify the Application or charge for its services at any time and for any reason. Any charges for the Application or its services will be clearly communicated to you before they apply.

The Application stores and processes personal data that you have provided to us in order to provide the Service. It is your responsibility to maintain the security of your phone and access to the Application. We strongly advise against jailbreaking or rooting your phone, which involves removing software restrictions and limitations imposed by the official operating system of your device. Such actions could expose your phone to malware, viruses, and malicious programs, compromise your phone's security features, and may result in the Application not functioning correctly or at all.

16. Third-Party Services

The Application utilizes third-party services that have their own Terms and Conditions. Below are links to the Terms and Conditions of the third-party service providers used by the Application:

17. Mobile Device, Connectivity and Updates

Some functions of the Application require an active internet connection, which can be Wi-Fi or provided by your mobile network provider. ConnectSend cannot be held responsible if the Application does not function at full capacity due to lack of access to Wi-Fi or if you have exhausted your data allowance.

If you use the Application outside of a Wi-Fi area, your mobile network provider's agreement terms continue to apply. You may incur charges from your mobile provider for data usage, including roaming charges if you use the Application outside of your home territory without disabling data roaming. By using the Application, you accept responsibility for any such charges. If you are not the bill payer for the device on which you use the Application, you confirm that you have obtained permission from the bill payer.

ConnectSend may update the Application from time to time. The Application is currently available as per the requirements of the relevant operating system(s), which may change. You may need to download updates to continue using the Application, and you agree to accept updates when offered. ConnectSend does not guarantee that it will always update the Application so that it remains relevant to you or compatible with the particular operating system version installed on your device.

18. Suspension and Termination

ConnectSend may suspend or terminate your access to the Service, with or without notice, if we reasonably believe you have breached these Terms, engaged in fraudulent, illegal, or harmful conduct, or if required to do so by law or by a Payment Processor or identity verification provider. You may stop using the Service and delete your account at any time, as described on our How to Delete Account page.

Sections of these Terms which by their nature should survive termination, including (without limitation) Sections 11, 12, 13, 14, 19, 21, and 22, shall survive any termination or expiration of these Terms.

19. Indemnification

You agree to indemnify, defend, and hold harmless ConnectSend, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in any way connected with: (a) your use of the Service; (b) any Item you send, carry, or arrange to be carried; (c) your breach of these Terms; (d) your violation of any law or the rights of a third party; or (e) any dispute between you and another User.

20. Force Majeure

ConnectSend shall not be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including natural disasters, acts of government, war, terrorism, civil unrest, pandemics, strikes, or failures of telecommunications or internet infrastructure.

21. Governing Law and Dispute Resolution

21.1 These Terms, and any dispute or claim arising out of or in connection with them, their subject matter, or formation (including non-contractual disputes or claims), are governed by and construed in accordance with the laws of England and Wales.

21.2 If a dispute arises between you and ConnectSend in connection with these Terms or the Service, you and ConnectSend agree to first try, in good faith, to resolve it informally by contacting ConnectSend at info@connectsend.net.

21.3 If a dispute is not resolved informally within 30 days, you and ConnectSend agree that the dispute shall be referred to, and finally resolved by, binding arbitration before either party commences court proceedings. The arbitration will be conducted by a single arbitrator in London, England, under the Arbitration Act 1996 and the rules of the Chartered Institute of Arbitrators (or such other arbitration rules as the parties may agree in writing), in the English language. The arbitrator's decision will be final and binding on both parties, save for any right of appeal provided by the Arbitration Act 1996.

21.4 Nothing in this section prevents either party from seeking urgent interim or injunctive relief from a court of competent jurisdiction. Subject to Section 21.3, the courts of England and Wales have exclusive jurisdiction over any dispute that proceeds to litigation.

21.5 If you are a consumer resident in the United Kingdom, the European Union, or another jurisdiction whose mandatory consumer protection laws give you the right to bring proceedings in the courts of your country of residence, or to access an out-of-court dispute resolution scheme, nothing in this section limits those rights.

22. General Provisions

If any provision of these Terms is found to be invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect. These Terms, together with our Privacy Policy, constitute the entire agreement between you and ConnectSend regarding the Service. ConnectSend's failure to enforce any right or provision of these Terms will not be considered a waiver of that right or provision. You may not assign or transfer these Terms; ConnectSend may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of assets. Except as set out in Section 19 (Indemnification), no person other than you and ConnectSend has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

23. Changes to These Terms

ConnectSend may periodically update these Terms. We will notify you of any changes by sending an email and posting the updated Terms on this page. Your continued use of the Application after any changes take effect constitutes your acceptance of the updated Terms.

These Terms and Conditions are effective as of 5 July 2026.

24. Contact Us

If you have any questions or suggestions about these Terms and Conditions, please contact us at info@connectsend.net.

Terms & Conditions | Privacy Policy | How to Delete Account

© 2026 ConnectSend. All rights reserved