Safety, service recovery and platform standards.

Customers must not submit prohibited goods and Couriers must not knowingly carry them. The Customer remains responsible for accurately describing any characteristic affecting legality, safety, value, temperature, weight or handling. Regent Mile may refuse, cancel, isolate or return a Package where it reasonably believes this policy is breached.

Prohibited: illegal or stolen goods; unlawful counterfeit goods; controlled drugs and illegal psychoactive substances; firearms, ammunition, explosives, fireworks, offensive weapons and prohibited knives; dangerous goods such as compressed gases, flammables, corrosives, toxic/radioactive/infectious materials unless a compliant specialist service is expressly enabled; cash, bullion and high-value negotiable instruments; human remains/medical waste unless specialist handling is approved; live animals/insects unless specifically approved; unlawful obscene/exploitative material; sanctioned/export-controlled goods where carriage would breach law; and any item whose possession, transfer or transport would be unlawful.

Restricted at launch: alcohol; tobacco/vapes/nicotine products; lottery and other age-restricted items; prescription/controlled medicines and regulated medical products; uncertain cannabis/CBD products; perishable food requiring validated temperature control; high-value jewellery, watches, art, antiques, collectibles, passports/original certificates and unusual-value property; access keys/fobs where loss creates disproportionate risk; and liquids, batteries, aerosols or chemicals potentially subject to dangerous-goods rules.

Ordinary service is limited to Packages with total replacement value of £100 or less unless an enhanced service is agreed in writing. Packages must be safely sealed/packed, leak-resistant and suitable for normal courier handling. A Courier who suspects dangerous or unlawful contents should move to safety where necessary and contact support; immediate threats should be reported directly to emergency services.

Cancellation fees are intended to reflect reasonable costs/work already committed, not operate as a penalty. Before a courier accepts or material service begins, bookings will normally be cancelled without a courier cancellation charge, subject to any clearly disclosed lawful third-party cost. After acceptance/travel, arrival, waiting or collection, reasonable charges may reflect committed courier time, access/tolls, service already supplied and return/redirection work.

A collection may fail where the Package is not ready, an address is wrong/inaccessible, the Sender cannot be contacted, the Package breaches limits, conditions are unsafe or required information is missing. A delivery may fail where the Recipient is unavailable/refuses or lawful handover cannot be completed. Reaching an address alone is not delivery: the relevant handover, PIN, safe-place or proof workflow must be completed honestly.

Return-to-sender is a separate transport movement and may carry a separate fee. Disposal is only permitted where lawful and reasonable, for example dangerous/perishable goods, legal instruction or abandonment after reasonable notice. Approved refunds are initiated to the original payment method without undue delay; banks/card networks control when funds become visible. Refund requests should quote the order reference, date, reason and evidence.

Customers/Recipients should use in-app support or support@regentcompany.co.uk. Couriers should use driver support or drivers@regentcompany.co.uk. Privacy complaints may be sent to privacy@regentcompany.co.uk. Include the delivery reference, date/time, explanation, desired outcome and proportionate supporting evidence.

Immediate danger, violence, serious road incidents, dangerous goods or medical emergencies should be reported to 999 first. Ordinary complaints should normally be acknowledged within two business days. Regent Mile aims to provide a substantive outcome within 14 calendar days for ordinary matters, or explain where a complex claim needs longer.

Loss/damage should be reported as soon as reasonably practicable, preferably within 48 hours, with a formal claim and evidence within 14 days where possible. These operational periods assist investigation but do not remove mandatory rights or longer statutory limitation periods. Decisions may use GPS, proof-of-delivery, PIN events, messages/calls, packaging, item restrictions, courier explanations, customer evidence and payment/fraud records. A single data point should not automatically override credible contrary evidence.

A review may be requested where the initial outcome is disputed. Where reasonably practicable, a different person should conduct the review. The complaint route does not prevent use of legal remedies, card dispute rights or regulator complaints.

Couriers must use only an approved/suitable vehicle, maintain legally required motor insurance covering actual courier/delivery use including hire or reward where required, and maintain driving entitlement, tax, MOT/roadworthiness and any applicable operator licensing. Vehicles must not be materially defective, overloaded or unlawful.

Road law and safety take priority over ETA. Regent Mile does not authorise speeding, dangerous manoeuvres, unlawful parking or handheld phone use while moving. Route suggestions are advisory and may be changed for safety, traffic, legal restrictions or efficiency. Couriers must not work while impaired by alcohol, illegal drugs, medication misuse, severe fatigue or a condition making the activity unsafe.

Unsafe one-person lifting should be refused/reported. Sealed Packages should not be opened except where lawfully required for an immediate safety reason. Dangerous signs such as leakage, chemical smell, heat, smoke or suspicious wiring should be reported from a safe location. Serious injury or immediate danger requires 999 first. Material incidents should then be reported to Regent Mile with factual details and safe/lawful evidence. Couriers must notify their own insurer where required.

Threats, assault, harassment, stalking, sexual harassment and unlawful discrimination are prohibited. Fraud/manipulation includes false delivery/loss/damage claims, stolen cards, chargeback abuse, account takeover, GPS spoofing, fabricated route events, fake documents, collusive bookings/tips/refunds/earnings, bots/scripts used to capture offers or manipulate pricing, unauthorised account sharing and misuse of delivery PINs.

Users must not probe, scan, overload, reverse engineer, scrape, bypass authentication, introduce malware, access another user’s account or exploit vulnerabilities. Delivery contact information may be used only for the relevant delivery or legitimate issue resolution, not unrelated marketing, pursuit or harassment. Regent Mile may preserve evidence, temporarily restrict accounts, block payments/transfers where lawfully permitted, require verification, cancel bookings, reverse fraudulent credits and report serious matters to providers, insurers or competent authorities.

Regent Mile may use a temporary safeguard, feature restriction, time-limited suspension or permanent deactivation where proportionate. Grounds can include expired/invalid required insurance or driving entitlement; failed identity/right-to-work verification; account compromise or unauthorised sharing; GPS spoofing or false proof; payment fraud; violence/harassment/discrimination; knowing transport of prohibited goods; falsified onboarding documents; serious misuse of customer data; deliberate/reckless service failures; or legal/insurer/payment-provider restrictions.

A Courier will not be deactivated merely for rejecting or ignoring offers, choosing not to go online, working for a competitor or making reasonable lawful route decisions. Ratings/risk scores may inform an investigation but should not be treated as unquestionable proof where context is required.

Urgent temporary restrictions may be imposed without advance notice where necessary for safety, fraud, security, insurance or legal risk. Where lawful and reasonably practicable, the Courier will be told the main reason category and appeal route. Appeals should normally be submitted within 14 days through the app or drivers@regentcompany.co.uk. A different reviewer should be used where reasonably practicable, with ordinary appeals targeted for determination within 14 calendar days.