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MASTER LEGAL INDEX

Last Updated: 01/12/2023
 

This document and the referenced documents outline the terms and conditions applicable when you engage with any of our Services. By using these Services, you acknowledge and agree to these Terms. For questions regarding these Terms, please contact support@sendsimply.co.uk. As a consumer, your legal rights in accessing our services are outlined at Citizens Advice. These rights are unaffected by and complementary to these Terms.
 

SendSimply's Services are operated by SendSimply Holdings (registration number 12570165), a company incorporated and registered in England and Wales. The registered office is at 86-90 Paul Street Paul Street, 3rd Floor, London, England, EC2A 4NE. Contact us at support@sendsimply.co.uk, through our website's messaging facility, or by calling 0800 112 5252.
 

Terms

  • “SendSimply” or “We”/“Us”/“Our”/“The Company” refers to SendSimply's trademark and any employee of SendSimply Holdings.

  • “Our Services” include our website (“Website” or “Site”), applications (“Application” or “App”), and courier services (“Courier Services”).

  • “Website” or “Site” denotes any online service under sendsimply.co.uk domains.

  • “Application” or “App” refers to any software application developed by SendSimply.

  • “Dashboard” is found at dashboard.sendsimply.co.uk.

  • “Delivery” or “Order” encompasses the commission and transport of goods.

  • “Storage” pertains to the SimplyStorage service by SendSimply.

  • “Account” is a registered customer or partner account.

  • “Credit” is the available fund balance in an account.


User Accounts

Customers can create an account by following the instructions on our website and adhering to these Terms and Conditions.

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Creating Your Account
By creating an account, either personally or through a Representative, you agree that:

  1. You will maintain only one account.

  2. All provided information is accurate and truthful.

  3. The provided home address is legally accessible and registered in England.

  4. The phone number is legally accessible and valid.

  5. The chosen password is secure and accessible only to you (and optionally, your Representative).

  6. You consent to SendSimply storing the provided information in compliance with GDPR standards.

  7. You are responsible for compliance with these Terms, even if a Representative creates your account.

  8. Account creation will follow the standard, non-automated process.


We reserve the right to refuse account creation or to create an account on your behalf under specific conditions.

 

Account Access
You confirm that:

  1. Account access is limited to you and, if applicable, your Representative.

  2. Automated access to your account is prohibited.

  3. You are responsible for securing any device or communication method used to access your account.

  4. You will not alter, hide, or obscure identifying data, including IP and GPS data.

  5. Account access must comply with SendSimply's appropriate standards.

  6. You accept liability for any charges due to inappropriate account use.

  7. The account and Services must not be used for malicious or illegal activities.


We reserve the right to lock accounts and conduct automated security assessments. Accounts with weak passwords will be locked until the password is updated.


Account Suspension and Closure

If you request account closure:

  1. Please notify us via email, our website's messaging facility, or by contacting support@sendsimply.co.uk.

  2. Closure requests from representatives or via phone are not accepted.

  3. Any credit balance will be returned after verification. If unclaimed within 3 business days, we'll use previously provided details.

  4. Unclaimed funds may be withheld for up to 30 days.

  5. Settle any outstanding balance before requesting closure.

  6. All benefits or discounts will cease upon account closure.

  7. Temporary suspension may occur during investigations.

If we initiate closure:

  1. Accounts inactive for 6 months may be closed.

  2. Closure may occur for any reason, following the same procedures as customer-initiated closures.

  3. Closure due to guideline breaches will include a specific notification.


Courier Service

Commissioning a Delivery via the Dashboard

  1. Access to the dashboard must be manual, not automated.

  2. VPN or IP hiding services are prohibited.

  3. Provide accurate delivery information.

  4. Accurately indicate the type of consignment.

  5. Account creation is necessary for full dashboard features.

  6. Cancellation and other fees may apply.


Commissioning a Delivery via Phone

  1. Call 0800 112 5252 for phone commissions or use website facilities.

  2. Provide accurate pick-up and drop-off addresses.

  3. Have a valid payment method ready.

  4. Account creation is not required for phone commissions.

  5. Benefits and discounts may not apply without an account.

  6. Timings are estimates.

  7. Cancellation fees apply once the courier has the consignment.


Cancelling Deliveries

  1. Cancel by calling 0800 112 5252 or using the dashboard.

  2. Cancellation is possible before the courier picks up the consignment.

  3. A £3 fee applies if cancellation occurs after pick-up.

  4. The standard procedure is to return the consignment to the pick-up address.

  5. Storage placement incurs additional fees.

  6. We reserve the right to cancel deliveries for any reason.

  7. Additional costs may apply for cancellations due to malicious intent.


Payments

  1. Customers are responsible for timely payments, including all associated charges.

  2. Payment in the specified currency unless otherwise agreed.

  3. Fees and charges are subject to change with notice.

  4. Various payment methods are accepted.

  5. Ensure payment details are accurate and current.

  6. Non-payment may result in service suspension or termination.

  7. Invoices and receipts will be issued for each transaction.

  8. Late payments incur additional charges.

  9. Notify us promptly of any payment disputes.

  10. Dispute resolution does not exempt undisputed payments.

  11. Refunds or credits are at the Company's discretion.

  12. Payment data confidentiality is maintained, but liability for unauthorized access is limited.

13. The payments and payment gateway provider is Stripe

Nature of Items Being Delivered

  1. Acceptance of items for delivery is at our discretion.

  2. Customers must comply with laws and restrictions on items.

  3. Prohibited items include hazardous, perishable, illegal, or unsafe items.

  4. We reserve the right to inspect packages for compliance.

  5. Delivery restrictions may apply to certain areas.

  6. Alternative delivery options or pickup may be required for inaccessible locations.

  7. Customers indemnify the Company against claims related to item nature.

  8. The Company is not liable for loss or damage during transport, except in cases of negligence or misconduct.


Body Camera and Other Safety Equipment

  1. Couriers may use body cameras for safety and service quality.

  2. Camera use complies with privacy and data protection laws.

  3. Recorded data is handled as per our privacy policy.

  4. Transport equipment is equipped with safety and tracking devices.

  5. Tracking information is for informational purposes.

  6. Liability for equipment use is limited to cases of negligence or misconduct.


Blacklisting/Whitelisting Practices

  1. We reserve the right to blacklist addresses or individuals.

  2. Blacklisting results in the refusal of pick-up or drop-off services.

  3. Whitelisting is at the Company's discretion and is not guaranteed.

SendSimply GDPR Compliance Statement

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At SendSimply, we are committed to upholding the privacy and protection of personal data in accordance with the General Data Protection Regulation (GDPR) (EU) 2016/679. This commitment reflects our dedication to safeguarding the personal data of our customers, employees, and partners.

Data Protection Principles

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We adhere to the following principles when processing personal data:

Lawfulness, Fairness, and Transparency: We process personal data lawfully, fairly, and transparently, providing clear information about how personal data is used.

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Purpose Limitation: Personal data is collected for specified, explicit, and legitimate purposes and not further processed in a manner incompatible with those purposes.

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Data Minimization: We ensure that personal data is adequate, relevant, and limited to what is necessary concerning the purposes for which it is processed.

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Accuracy: Personal data is accurate and, where necessary, kept up to date. Inaccurate data is erased or rectified without delay.

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Storage Limitation: Personal data is kept in a form that permits identification of data subjects for no longer than is necessary for the purposes for which the personal data is processed.

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Integrity and Confidentiality: Personal data is processed securely, ensuring appropriate security, including protection against unauthorized or unlawful processing and against accidental loss, destruction, or damage, using appropriate technical or organizational measures.

 

Rights of Data Subjects

We fully recognize and facilitate the rights of data subjects under the GDPR, including:

The right to be informed

The right of access

The right to rectification

The right to erasure

The right to restrict processing

The right to data portability

The right to object

Rights in relation to automated decision-making and profiling

 

Data Processing Activities

SendSimply ensures that all data processing activities comply with the requirements of the GDPR. We conduct regular audits and reviews of our data processing practices to ensure ongoing compliance.

 

Data Transfers

Any transfer of personal data outside the European Economic Area (EEA) is conducted in compliance with the GDPR’s requirements for international data transfers.

 

Data Protection Officer (DPO)

SendSimply has appointed a Data Protection Officer to oversee compliance with the GDPR. The DPO is responsible for educating the company and its employees on important compliance requirements, conducting audits to ensure compliance, and serving as a point of contact between the company and GDPR Supervisory Authorities.

 

Commitment to Security

SendSimply has implemented robust technical and organizational measures to ensure a level of security appropriate to the risk, considering the state of the art, costs of implementation, and the nature, scope, context, and purposes of processing.

 

Reporting Data Breaches

In the event of a data breach, SendSimply is committed to promptly notifying the appropriate supervisory authority and data subjects, in accordance with GDPR requirements.

 

Continuous Improvement

Our GDPR compliance is a continuous process, and we are committed to regularly reviewing and updating our policies, procedures, and practices to meet the highest standards of data protection.

 

Contact Information

For any inquiries regarding our data protection practices or your personal data, please contact our Data Protection Officer at support@sendsimply.co.uk

Terms and Conditions – Prescription Delivery Service

1. Introduction
Welcome to SendSimply’s Prescription Delivery Service. By using this service, the Patient (hereinafter referred to as "you") confirms your agreement to these Terms and Conditions and authorizes SendSimply to collect, handle, transport, and deliver your prescription medication. SendSimply is committed to providing a secure, reliable, and professional service for the transportation of pharmaceutical consignments.

2. Authorization & Consent
By requesting a prescription delivery, you confirm that:

You authorize SendSimply to collect your prescription from your chosen pharmacy on your behalf.
You consent to SendSimply handling, transporting, and delivering your prescription medication in accordance with these terms.
You acknowledge that SendSimply is a courier service and not a healthcare provider, pharmacist, or medical professional.
3. Service Scope

SendSimply will collect prescriptions from pharmacies that are registered and approved to participate in this service.
Deliveries will be made to the address specified by you at the time of booking.
The service is available for both NHS and private prescriptions.
Controlled drugs, refrigerated medications, or other restricted items may require additional authorization and are subject to further service limitations.
If a patient requests pickup from a pharmacy not registered with the service, the delivery will be cancelled.
4. Handling & Security

SendSimply ensures that all prescription deliveries are handled with utmost care and discretion.
All consignments are transported in secure and tamper-evident packaging to maintain safety and privacy.
Only authorized SendSimply Secure Couriers, who undergo rigorous screening and training, will handle prescription deliveries.
SendSimply couriers are unable to post these items through the letterbox or leave them in a safe space; therefore, a verified recipient must be present.
Couriers will conduct ID checks to ensure that medications are handed over only to the correct person.
For each delivery, couriers will capture photo and signature evidence, and their body-worn cameras will activate as they approach the delivery address to ensure compliance.
5. Delivery Responsibility & Compliance

A recipient must be present at the delivery address to receive the medication. SendSimply may require the recipient to provide identification upon delivery.
If no recipient is available, SendSimply will follow the pharmacy’s designated procedure for returning undelivered medications.
SendSimply is not responsible for any delays or failures caused by the pharmacy, incorrect prescription details, or recipient unavailability.
6. Liability & Limitations

SendSimply’s responsibility is limited solely to the secure transportation of the medication from the pharmacy to the delivery address.
SendSimply is not liable for any incorrect prescriptions, side effects, missed doses, or medical complications; any concerns should be addressed directly with the pharmacy or prescribing doctor.
SendSimply is not responsible for loss, theft, or damage to medication after successful delivery.
7. Fees & Payments

The delivery service fee will be communicated at the time of booking.
Payment is required at the time of scheduling unless otherwise agreed upon.
Refunds are not available for failed deliveries due to incorrect information or recipient unavailability.
8. Privacy & Data Protection

Your personal and medical information will be handled in accordance with GDPR and applicable data protection laws.
SendSimply uses your data solely for facilitating prescription collection and delivery and will not share it with third parties except as necessary to fulfill the service.
SendSimply will not retain customer information about the prescription; these details are accessible only by you and your pharmacist.
If you wish to withdraw consent for SendSimply to handle your prescription, please notify us before the collection occurs.
9. Modifications & Termination

SendSimply reserves the right to modify these Terms and Conditions at any time. Any significant changes will be communicated in advance where applicable.
SendSimply may refuse or terminate service at its discretion, particularly in cases of misuse, abuse, or non-compliance with these terms.
10. Contact Information
For any inquiries or concerns regarding the Prescription Delivery Service, please contact SendSimply’s customer support at [Insert Contact Details].

11. Controlled Drugs and Compliance with UK Regulations
If your prescription includes controlled drugs (CDs) as defined under the Misuse of Drugs Act 1971 and the Misuse of Drugs Regulations 2001, additional legal and security requirements apply to their transportation and handling. By using our service for controlled drugs, you agree to the following:

11.1. Licensing and Authorization

SendSimply will transport controlled drugs only when they are collected from pharmacies that are duly registered and authorized to dispense such items.
Requests to pick up controlled drugs from non-registered sources will result in immediate cancellation of the delivery.
11.2. Enhanced Handling & Security Measures

Controlled drugs will be transported in compliance with UK regulations, including the use of secure, tamper-evident packaging and proper chain-of-custody documentation in line with guidance from the Home Office and relevant regulatory bodies 
GOV.UK
, 
ASSETS.PUBLISHING.SERVICE.GOV.UK
.
SendSimply Secure Couriers handling controlled drugs receive additional training—and where required, licensing—to ensure compliance with these strict regulations.
Additional identification checks will be performed to verify the recipient’s identity, and controlled drugs will never be left unattended.
11.3. Temperature-Controlled Medications

If the prescription includes temperature-sensitive controlled drugs or refrigerated medications, additional protocols for secure packaging, temperature monitoring, and chain-of-temperature custody will be followed. You may be required to provide specific details to facilitate this process.
11.4. Liability and Reporting for Controlled Drugs

In the event of loss, theft, or damage to controlled drugs during transportation, the incident will be reported to the appropriate authorities as mandated by law.
While SendSimply is responsible for the secure transportation of controlled drugs, liability for errors in prescribing or pharmacy dispensing remains solely with the relevant healthcare provider.
You agree to immediately report any discrepancies upon receipt and to cooperate with any subsequent official investigations.
11.5. Patient Acknowledgment

By using our service to transport controlled drugs, you acknowledge the heightened security measures and agree to comply with all legal requirements and additional procedures established for the safe transportation of controlled drugs.
11.6. Amendments

These provisions are subject to change in line with updates to UK controlled drugs regulations and guidelines. SendSimply will notify users of any significant changes that affect the handling of controlled drugs.

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