Customer Terms and Conditions of Delivery.

1. About Regent Mile. Regent Mile is a trading name of THE REGENT COLLECTION LTD. These terms govern customer use of the Regent Mile website, customer app and delivery services in the United Kingdom. They apply each time a customer requests a delivery unless a separate written business agreement applies.

2. Definitions and contract structure. “Customer” means the person or business that places and pays for a delivery request. “Sender” is the person handing the package to the courier. “Recipient” is the intended recipient. “Courier” is a courier engaged by Regent Mile. “Package” means goods submitted for carriage. A general account contract is formed when these Terms are accepted; a separate delivery contract is formed for each Delivery Request when Regent Mile confirms acceptance. A quote or estimate is not acceptance until confirmed.

3. Eligibility, accounts and security. You must be at least 18 and legally able to contract. Information supplied must be accurate and kept current. You are responsible for account activity unless suspected unauthorised access is promptly reported. Do not use false or stolen details, conceal relevant sender/recipient identity, or share security or payment credentials. Regent Mile may require identity, payment or account verification.

4. Booking information and pricing. Before booking, the platform will show material information reasonably available, including collection and delivery locations, price or pricing basis and, where available, estimated times. Estimates are not guaranteed slots unless expressly sold as guaranteed. Prices may reflect distance, vehicle type, demand, waiting, tolls, congestion/clean-air charges, stops, returns, package characteristics and disclosed changes.

5. Immediate performance and cancellation rights. Delivery services are normally requested to begin immediately or shortly after booking. Where a consumer has a statutory 14-day cancellation right for a distance service contract, checkout must obtain the required express request for performance to begin during that period. If cancellation occurs after performance begins, a proportionate amount may be payable for work already supplied. Once fully performed after the required request/acknowledgement, the statutory cancellation right may end.

6. Package responsibilities. Every Package must be lawful, safe, properly packed, correctly described and suitable for the selected transport method. Packaging must withstand normal handling, protect the contents and third parties, and prevent leakage or contamination. Unless a higher-value service is agreed in writing before collection, ordinary service is only offered for Packages with a total replacement value of £100 or less. Provide accurate addresses, recipient details and working phone numbers; disclose fragility, liquids, temperature sensitivity, unusual dimensions or handling needs; obtain any necessary consent to provide recipient information; and never require unlawful or unsafe conduct.

7. Prohibited and restricted items. Regent Mile may refuse, cancel, return, isolate or decline a Package reasonably believed to be prohibited, unsafe, unlawful, incorrectly declared or unsuitable. The Prohibited and Restricted Items Policy forms part of these Terms. Where reasonably necessary for safety or legal compliance, Regent Mile may contact emergency services, police, regulators or other authorities.

8. Collection and proof. Collection confirmation may be proximity-controlled. The Sender must have the Package ready and provide the correct reference where requested. Evidence may include app events, timestamp, GPS proximity, barcode/reference confirmation, photograph where appropriate, electronic signature or similar operational records.

9. Delivery, PIN and proof of delivery. A Recipient may be asked for a delivery code, PIN or other verification. Codes must not be posted publicly. Correct code entry may be strong evidence of delivery but does not override credible evidence of fraud or obvious error. Proof may include timestamp, GPS proximity, code, recipient name/signature, permitted photo, barcode, contact records and app events. Photos should avoid unnecessary personal data and private interiors unless necessary, lawful and consented to.

10. Safe place. Unattended delivery will only be used where the service permits it and suitable instructions are provided. The location must be reasonably secure, accessible without trespass and appropriate for the Package. Risk of theft or damage may pass when a Package is left in accordance with a valid safe-place instruction, except to the extent loss results from Regent Mile’s breach or failure to follow instructions.

11. Delays and availability. Traffic, weather, road closures, access, queues, recipient availability, public events and network failures may affect timing. Unless a guaranteed service is expressly purchased, journey times are estimates. Regent Mile does not guarantee courier availability in every area or at every time.

12. Failed collection, failed delivery and returns. If collection or delivery cannot reasonably be completed because a sender, recipient, Package or location is unavailable, inaccessible, unsafe or incorrectly described, the courier may wait reasonably, contact the Customer/support and follow the failed-delivery process. Once collected, an undeliverable Package may be returned or otherwise dealt with lawfully. Reasonable additional waiting, return or redelivery charges may apply where the failure is not Regent Mile’s fault.

13. Payments, tips and refunds. Payments are processed through third-party providers including Stripe. Regent Mile may pre-authorise or charge the payment method for permitted booking charges. Tips designated for a courier are intended for that courier, subject to payment reversals, chargebacks, fraud correction, tax reporting and deductions required by law. Refund rules are set out in the Cancellation, Refund, Failed Delivery and Returns Policy.

14. Loss, damage and claims. Report loss, damage or tampering promptly. For ordinary service, subject to mandatory law, liability for physical loss or damage caused by Regent Mile’s breach is limited to the lower of proven reasonable replacement value and £100 per Delivery Request. Regent Mile is not responsible for loss caused by inadequate packaging, inherent defect, ordinary wear, natural deterioration, unsupported temperature sensitivity, false description, prohibited contents or acts of the Customer/Recipient, subject always to mandatory rights.

15. Responsibility to consumers. Regent Mile will perform consumer services with reasonable care and skill. Nothing excludes or restricts liability or rights that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud/fraudulent misrepresentation or mandatory consumer rights.

16. Business use. Where the service is used mainly for business purposes and no separate Business Customer Terms apply, Regent Mile is not liable for loss of profit, revenue, business, anticipated savings, goodwill or indirect/consequential loss except where law prevents exclusion. Any limitation remains subject to applicable reasonableness requirements.

17. Platform licence and intellectual property. You receive a limited, revocable, non-exclusive, non-transferable licence to use the app/site for lawful booking and account management. Do not scrape, reverse engineer, bypass security, interfere with dispatch, use bots to manipulate pricing/availability, or misuse Regent Mile branding/software.

18. Safety, conduct and anti-fraud. Harassment, threats, violence, unlawful discrimination, sexual misconduct, unsafe instructions, payment fraud, GPS manipulation, false claims and collusion are prohibited. Regent Mile may investigate and restrict accounts where reasonably necessary to protect users, evidence or the platform.

19. Personal data and communications. The Privacy Notice explains processing of customer, sender and recipient data. Regent Mile may send service messages necessary to manage an order. Marketing is subject to applicable consent/opt-out rules.

20. Suspension and termination. You may stop using the platform subject to outstanding bookings, charges and claims. Regent Mile may restrict or suspend access where reasonably necessary for safety, fraud prevention, legal compliance, non-payment, serious/repeated breach, misuse or risk to others.

21. Changes. These Terms may be updated for legal, regulatory, security, operational or service changes. Material changes will be notified reasonably before they apply to future bookings and will not retrospectively remove accrued rights.

22. Complaints, law and courts. Complaints are handled under the Complaints, Claims and Dispute Resolution Policy. These Terms are governed by the law of England and Wales. Consumers retain mandatory jurisdictional protections.