Terms of Service

Account Information

Provide accurate, complete, and up-to-date information during registration.

Verification

We may verify your identity, age, driving eligibility, or other credentials through third-party services or documentation requests.

Account Security

You are responsible for securing your login credentials and all activities under your Account.

Multiple Accounts

You may not create multiple accounts without our written permission.

Platform Nature

We provide a technology platform only. We are not a delivery company, carrier, or freight forwarder.

No Guarantee

We do not guarantee any matches, bookings, or successful deliveries.

Matching

The platform facilitates matching Carriers with Delivery Opportunities.

Booking & Bidding

Senders post shipment details (item, pickup/drop-off, date/time, special requirements). Carriers bid by proposing a price and timeframe. Senders accept a bid to create a Booking.

Payment Processing & Disbursement

We collect Sender payment at booking through a third-party payment processor, hold funds until delivery confirmation, then release payout to the Carrier, minus Service Fee and Commission.

Service Availability

We reserve the right to modify, suspend, or discontinue any part of the Service with or without notice.

Service Fee (Sender)

A percentage or flat fee applied to the bid price, charged to Senders.

Commission (Carrier)

A percentage of the bid price deducted from the Carrier payout for each completed Booking.

Payment Terms

Upon confirmation of a Booking, the Sender's account is charged the total of the accepted bid plus the Service Fee. Carrier payouts are processed weekly: all deliveries completed Monday through Sunday are aggregated and disbursed each Friday directly into the Carrier's designated bank account, with payouts reflecting the bid amount less the applicable Commission.

Refunds & Cancellations

Subject to our Cancellation Policy (Section 6). Service Fees are non-refundable; Commission refunds are handled per policy below.

Currency

All transactions are in GBP unless otherwise specified.

Sender Cancellations

• If a Sender cancels after bid acceptance but before pickup, the Service Fee is retained by LoadMates.
• Cancellation fees on the bid price:
  • >24 hours before pickup: 10% forfeited
  • ≤24 hours before pickup: 30% forfeited
• Remaining refundable bid amount (bid price minus fee) is returned to the Sender at our discretion.

Carrier Cancellations

• Carriers may cancel without penalty within 2 minutes of accepting a booking or up to 2 hours before the scheduled pickup time.
• After the grace period, Carriers who cancel will be charged a £5 cancellation fee deducted from their next payout.
• Repeated cancellations may result in account suspension or termination.
• Valid reasons for cancellation (vehicle breakdown, medical emergency, etc.) may waive the fee at LoadMates' discretion with supporting evidence.
• Evidence must be submitted within 48 hours of cancellation. LoadMates reserves the right to verify any documentation provided.

Mid-Transit Incidents

If a Carrier cannot complete delivery after pickup due to unforeseen circumstances (e.g., vehicle breakdown, accident, medical emergency):

• Carrier must immediately notify LoadMates and the Sender through the platform
• Carrier must secure the package and await instructions
• LoadMates will arrange alternative delivery at no additional cost to the Sender
• Original Carrier receives no payment; replacement Carrier receives full payment
• No cancellation fee applies if evidence of incident is provided
• Carrier remains liable for the package until transferred to LoadMates-approved alternative carrier or returned to Sender
• Failure to immediately report mid-transit incidents may result in account termination and liability for full package value

Compliance

Adhere to all applicable laws and regulations.

Prohibited Items

The following items may NOT be transported through the Service:

• Illegal substances or contraband
• Firearms, weapons, or ammunition
• Explosives or hazardous materials
• Live animals (unless Carrier is specially licensed)
• Human remains
• Stolen goods
• Items requiring special licenses or permits (unless provided)
• Any items prohibited by law in the pickup or delivery jurisdiction

Professionalism

Carriers must act safely and responsibly; Senders must provide accurate shipment information.

Prohibited Conduct

Users may not:

• Misrepresent their identity or qualifications
• Harass, threaten, or abuse other users
• Manipulate pricing through collusion
• Use the Service for any unlawful purpose
• Attempt to circumvent the platform for direct transactions

Carrier Discretion

Carriers have the absolute right to refuse pickup or delivery of any item they reasonably suspect may violate these Terms or any applicable law. Carriers may document any refusal by uploading a photograph or submitting an incident report via the platform.

Insurance Requirements

• Goods in Transit (Cargo) Insurance: All Carriers must maintain cargo insurance covering the full value of items being transported, regardless of transport mode.
• Motor Vehicle Insurance & Hire and Reward: Carriers transporting goods by motor vehicle (e.g., van, car, truck) must also maintain valid vehicle insurance and hire and reward insurance as mandated by UK law.
• Proof of Insurance: Carriers must provide proof of insurance upon request.

Liability Limitations

• We provide the platform solely as a technology service and disclaim liability for the acts or omissions of Users.
• Our maximum aggregate liability to any user shall not exceed the fees paid by that user to LoadMates in the 12 months preceding the claim.
• We exclude all liability for indirect, consequential, or punitive damages.
• Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or other liability that cannot be excluded by law.

Indemnification

You agree to indemnify and hold LoadMates harmless from any claims, damages, or expenses arising from your use of the Service or violation of these Terms.

Additional Disclaimers

• LoadMates is not responsible for loss or damage to goods unless explicitly covered by Carrier insurance or enhanced protection purchased by Sender
• Users sending prohibited, misdescribed, or inadequately packaged items do so entirely at their own risk
• The Service is for goods transport only. Carriers are not permitted to transport passengers, and any arrangement to do so is outside the scope of these Terms and at the parties' own risk

License Grant

By uploading User Content, you grant us a worldwide, non-exclusive, royalty-free license to use, reproduce, and display such content for Service-related purposes.

Content Standards

User Content must not be illegal, defamatory, or infringe third-party rights.

Removal Rights

We reserve the right to remove any User Content at our discretion.

Privacy Policy

Your use of the Service is governed by our Privacy Policy (effective June 11, 2025), detailing data collection, use, sharing, retention, security, and UK GDPR rights. See https://loadmates.ai/privacy-policy for full details.

Data Breach

In the event of a data breach, we will notify affected users and relevant authorities as required by law.

Data Retention

We retain user data only as long as necessary for Service provision and legal compliance.

International Transfers

If we transfer data outside the UK, we ensure appropriate safeguards per UK GDPR requirements.

Reporting

Report disputes via our support channels within 30 days of the incident.

Mediation

We encourage mediation before formal proceedings.

Governing Law

These Terms are governed by the laws of England and Wales.

Arbitration

Unresolved disputes will be settled by binding arbitration in London, UK, under LCIA rules.

By LoadMates

We may suspend or terminate Accounts for Terms violations, harmful conduct, or extended inactivity.

By Users

Users may terminate their Account anytime by contacting support.

Effect of Termination

Upon termination, outstanding payments remain due, and provisions that by nature should survive (e.g., liability, indemnification) remain in effect.

Entire Agreement

These Terms constitute the entire agreement between you and LoadMates.

Severability

If any provision is deemed invalid, the remaining provisions continue in effect.

No Waiver

Our failure to enforce any right or provision is not a waiver of that right.

Assignment

You may not assign these Terms without our written consent.

Notices

Legal notices must be sent to our registered address below.