Katchy Terms of Service

These terms govern your use of the Katchy apps and website. By creating an account or booking a delivery you agree to them. If you deliver for Katchy, sections 10 and 11 also apply to you.

1. Who we are

Katchy is operated by Katchy Services UK Limited, registered in England and Wales, company number 17454638, registered office 66 Paul Street, London, England, EC2A 4NA. Contact: [email protected].

2. What Katchy is

Katchy is a platform that connects people who want something delivered with self-employed couriers who carry it. Katchy does not carry your parcel itself. The courier who accepts your booking performs the delivery. Katchy provides the platform, takes the payment, sets the price and handles support.

3. Your account

• You must be at least 18 and provide accurate details.
• Keep your login secure. You are responsible for what happens under your account unless you tell us it has been compromised.
• We may suspend or close an account that breaks these terms, is used fraudulently, or puts another person's safety at risk.

4. Booking a delivery

• The price you are shown before you confirm is the price you pay, unless the job changes — for example a different address, extra waiting time, or a parcel that does not match what you described.
• You can book a delivery for now, or schedule one for later. A scheduled delivery is offered to couriers about 30 minutes before its pickup time, so we cannot guarantee a courier will accept it until then.
• Estimated times are estimates. Traffic, weather and access at either end all affect them.
• Someone must be available to hand the parcel over at pickup, and — unless you have agreed otherwise with the courier — to receive it at the drop-off.
• Do not send anything worth more than £100. Katchy's cover is limited to that amount per parcel — see section 8.

5. What you may not send

A courier may refuse or abandon a delivery if they reasonably believe the parcel contains any of the above, or if handling it would put them at risk. If they do, you may still be charged for the journey made. You are responsible for any loss, fine or prosecution arising from something you sent that you should not have.

Why age-restricted goods are refused

Supplying alcohol or tobacco to someone under 18 is a criminal offence, and the person who physically hands it over is the one prosecuted - the courier, not the platform. Katchy has no way to verify a recipient's age at the door, so it does not carry these goods at all rather than leave a courier to carry that risk on their own judgement. Prescription medicines are refused for the same reason: they are lawful to deliver only under conditions Katchy cannot currently check.

6. Payment

• Payment is taken through Stripe when you confirm a booking. Katchy never sees your full card details.
• The price includes Katchy's fee and the courier's earnings. VAT is charged where applicable.
• If a delivery cannot be completed for a reason that is your responsibility — nobody at the address, a parcel that is not what you described, an address that does not exist — you may be charged for the journey.

7. Cancellations and refunds

• You can cancel free of charge before a courier accepts the job, and for as long as they are on their way to the pickup. Changing your mind while a courier is still driving costs you nothing.
• Once the courier has arrived at the pickup, a cancellation fee of £3 applies. By that point they have done the part of the job that costs them - the driving, at their own fuel and time - and are standing outside waiting.
• Once the parcel is aboard there is no separate fee. You are charged for the distance already covered and refunded the rest.
• If Katchy or the courier cancels for any other reason, or no courier accepts your booking, you are refunded in full.
• Refunds go back to the original payment method and typically take 5–10 working days to appear.
• Nothing here affects your statutory rights under the Consumer Rights Act 2015.

8. If something is lost or damaged

Tell us within 48 hours of the delivery, or — if the parcel never arrived — within 48 hours of when it should have. Our liability for a lost or damaged parcel is limited to £100 per parcel, and we may ask for proof of the item's value and of how it was packaged.

Katchy is not a service for high-value items. Do not book a delivery for anything worth more than £100. If you do, our liability is still £100 and the rest of the value is carried at your own risk — so if the item is worth more than that, use a service that insures it properly.

We are not liable for loss or damage caused by inadequate packaging, by an item on the prohibited list, by an inaccurate description of the parcel, or by you instructing the courier to leave a parcel somewhere unattended.

9. Our liability

We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

Subject to that, Katchy is not liable for indirect or consequential loss, loss of profit, or loss of business opportunity, and our total liability for any delivery is limited to £100, or the amount you paid for that delivery if that is greater.

Katchy Services UK Limited holds public liability insurance of £1 million. That policy covers injury or damage to third parties arising from our business; it is not parcel cover, and it does not raise the £100 limit on a lost or damaged parcel set out in section 8.

10. Couriers

If you deliver through Katchy:

• You are self-employed and not an employee or worker of Katchy. You decide when to go online, and you may accept or decline any job.
• You are responsible for your own tax and National Insurance, and for telling HMRC about your earnings.
• You must hold a valid driving licence for your vehicle, valid insurance including hire and reward cover where your vehicle needs it, a roadworthy and taxed vehicle, and the right to work in the UK.
• You carry your own insurance, and you upload the evidence. During onboarding the app asks for your licence, your right-to-work document and your insurance certificates, and you cannot go online until they have been accepted. Katchy's own £1 million public liability policy covers Katchy's business — it does not cover you, your vehicle, or anything you are carrying. You need your own cover for that.
• Keep it current. If a policy lapses or a licence is endorsed, tell us and stop taking jobs until it is sorted. We re-check documents periodically and will take an account offline where cover has expired.
• You must tell us promptly if any of that changes — a licence endorsement, a lapsed policy, a change in your right to work.
• You must not let anyone else use your account or carry deliveries in your place.
• You are paid per completed delivery, through Stripe. Earnings are paid out weekly, provided your available balance is at least £20 — anything under that rolls into the next payout rather than being lost. We may move to more frequent payouts as Katchy grows, and will tell you in the app before we do.

11. Conduct

Customers and couriers must treat each other with respect. Abuse, harassment, discrimination, threatening behaviour or dishonesty will lead to an account being suspended or removed, and may be reported to the police.

12. Changes to these terms

We may update these terms. If a change materially affects you we will tell you in the app before it takes effect. Continuing to use Katchy after that means you accept the change.

13. Complaints

Contact [email protected]. We aim to respond within 48 hours.

14. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that if you live in Scotland or Northern Ireland you may bring proceedings there.