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60-90 Minute Collection - Same Day Delivery icon Trusted by 1,500+ UK SMEs No Hidden Charges - Transparent Pricing National Coverage - Across the UK 24/7 Customer Support - 0800 182 2100 secure Fully Vetted DBS Checked Couriers Real-time Tracking
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Data Protection & Privacy Policy (UK GDPR Compliant)

Data Controller
DirectParcels (hereinafter “the Company”) is the Data Controller. We process personal data (sender/recipient names, addresses, emails, phone numbers) to fulfil delivery contracts.

Legal Basis for Processing
Processing is necessary for the performance of a contract (Article 6(1)(b) UK GDPR).

Data Sharing
Data is shared solely with third-party carriers, customs authorities, and IT providers. We do not sell data.

Data Retention
Data is retained for 7 years for accounting and legal defence purposes (Limitation Act 1980), after which it is securely deleted.

Your Rights
You have the right to access, rectify, or erase your data.
Liability Disclaimer: DirectParcels shall not be liable for data breaches caused by third-party carriers, cyber-attacks beyond our reasonable control, or customer failure to provide accurate data.

Complaints
Contact our DPO at dpo@directparcels.co.uk or the ICO (07354 786111).

Terms of Carriage (Limiting Liability)

Definitions
“Consignment” means one or more parcels accepted under one booking. “Goods” means the contents.

Our Contract
These Terms govern all services. By booking, you accept them.

Prohibited Items (Absolute Exclusion)
No liability whatsoever for: cash, jewellery, precious metals, artworks, antiques, hazardous goods (CDG 2019), batteries, aerosols, alcohol, tobacco, prescription drugs, living creatures, human remains, or items valued over £100 without prior written declaration.

Limitation of Liability (Crucial)

  • Loss or Damage: Liability limited to the lower of: (a) £100 per consignment, or (b) the actual value of the goods, or (c) the cost of repair. You are strongly advised to purchase additional insurance.

  • Consequential Loss: DirectParcels accepts no liability for loss of profit, revenue, contracts, goodwill, or business interruption.

  • Delay: No liability for delays caused by weather, traffic, strikes, customs, or network failures. Time is not of the essence.

  • International Shipments: Liability governed by the CMR Convention (road) or Montreal Convention (air) – typically limited to SDR 8.33/kg.

Claims
Written notice must be given within 7 days of delivery (or 21 days for non-delivery). Legal proceedings must commence within 1 year.

Your Warranties
You warrant that items are lawfully owned, properly packed (tested to 1m drop), and correctly declared. You indemnify DirectParcels against all third-party claims arising from your breach.

Complaints Handling Policy (Consumer Rights Act 2015)

Purpose
To resolve disputes fairly, transparently, and without cost to the consumer, while protecting DirectParcels from spurious claims.

Making a Complaint
Complaints must be made in writing within 14 days of the incident to: complaints@directparcels.co.uk.

What to Include

  • Booking reference

  • Tracking number (if any)

  • Description of issue

  • Evidence (photos, value proof)

  • Desired resolution

Escalation Process

  • Stage 1 (0-3 days): Acknowledgement.

  • Stage 2 (3-14 days): Internal investigation by a manager. Final written response provided.

  • Stage 3 (after 14 days): If unresolved, you may refer to the Alternative Dispute Resolution (ADR) body approved by CTSI (e.g., Ombudsman Services).

Liability Disclaimer
DirectParcels reserves the right to reject complaints that are:

  • Made beyond 14 days of delivery.

  • Without reasonable evidence (e.g., no photos of damage).

  • Frivolous, vexatious, or seeking compensation exceeding our Terms of Carriage limit (£100).

  • Subject to force majeure events.

Legal Recourse
Pending ADR does not prevent you from issuing small claims via the County Court, but you waive the right to claim beyond our stated liability limit.

Prohibited & Restricted Items Policy (Safety & Compliance)

Absolute Prohibitions (No liability for seizure/destruction)
DirectParcels will not carry, and accepts no liability if you tender, the following:

  • Dangerous Goods (Class 1-9 under UN Model Regulations) including explosives, gases, flammables, oxidisers, toxics, corrosives.

  • Counterfeit goods, infringing IP rights.

  • Cash, bearer instruments, precious metals/stones.

  • Firearms, weapons, knives (except licensed antique dealers with prior written approval).

  • Living animals, plants, human remains, biological substances.

  • Waste, asbestos, batteries (lithium-ion outside equipment).

Restricted Items (Conditions apply)

  • Alcohol/Tobacco: Only between licensed traders with proof of age verification on delivery. Max 2kg per parcel.

  • Perishables: Only with prior written agreement; no liability for spoilage.

  • High Value (>£100): Must be declared and insured. If undeclared, deemed worth £0 for liability purposes.

Consequences of Breach
If you send a prohibited item:

  • DirectParcels may destroy, return (at your cost), or abandon the item.

  • You will be liable for any fines, penalties, clean-up costs, or third-party damages (including legal fees).

  • Your account may be terminated immediately.

Your Duty
You must review this policy before each booking. Declarations made on our platform are legally binding.

Information Security Policy (ISO 27001 Aligned)

Commitment
DirectParcels commits to protecting the confidentiality, integrity, and availability of all information assets (customer data, financial records, tracking logs).

Security Controls in Place

  • Access Control: Role-based access (RBAC). Staff only access data necessary for operations.

  • Encryption: TLS 1.3 for data in transit; AES-256 for data at rest.

  • Authentication: MFA required for all administrative systems.

  • Physical Security: Servers in SSAE-18 audited UK data centres with biometric access.

  • Backups: Daily encrypted backups stored offsite for 30 days.

Your Responsibilities as a User
You are responsible for:

  • Keeping your login credentials confidential.

  • Notifying us immediately of any suspected breach (security@directparcels.co.uk).

  • Using only secure devices and networks to access our services.

Liability Disclaimer
DirectParcels shall not be liable for information security incidents arising from:

  • Your failure to safeguard your own login details or device.

  • Phishing or social engineering attacks directed at you.

  • Third-party services integrated by you (e.g., your own CRM).

  • Force majeure (cyber-warfare, state-sponsored attacks beyond reasonable defence).

Breach Notification
In the event of a personal data breach, we will notify the ICO within 72 hours and affected users without undue delay where required by UK GDPR.

Annual Review
This policy is reviewed annually and updated to reflect emerging threats and regulatory changes.

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