Terms & Conditions

1. About us

ParcelClaimer is a UK-based claims management service operated as a sole trader. We help individuals pursue compensation claims against courier companies for lost or misdelivered parcels.

You can contact us at enquiries@parcelclaimer.co.uk.

2. Our service

ParcelClaimer acts as an intermediary between you (the claimant) and the courier company. We will:

• Assess the merits of your claim based on the information you provide
• Prepare and submit the claim to the relevant courier on your behalf
• Manage correspondence with the courier throughout the claims process
• Notify you of the outcome and arrange settlement where applicable

We do not provide legal advice. If your claim requires legal proceedings, we will advise you accordingly.

3. Eligibility

To use our service you must:

• Be aged 18 or over
• Be resident in the United Kingdom
• Be the sender or authorised recipient of the parcel in question
• Have a valid claim against a courier we cover

We reserve the right to decline any claim at our discretion, including claims we consider to have little or no merit.

4. Maximum claim value

ParcelClaimer currently handles claims with a maximum value of £5,000. Claims above this threshold will not be accepted. This limit may be revised from time to time.

5. Our fees and the no win, no fee promise

ParcelClaimer operates strictly on a no win, no fee basis. If we do not recover compensation or a refund for your parcel, you owe us nothing.

If your claim is successful, our success fee is calculated as a percentage of the total financial compensation, refund, or voucher value recovered from the courier:

• 10% of the compensation total for claims up to £250
• 12% of the compensation total for claims between £250 and £750
• 15% of the compensation total for claims above £750

A minimum fee of £5.95 applies to all successful claims regardless of the percentage calculation.

Direct payments: If the courier contacts you directly or pays you directly after we have started work on your claim, you agree to notify us immediately. Our success fee will still apply in full and will be invoiced to you directly, payable within 7 days of the payment being received.

6. Your responsibilities as the claimant

By submitting a claim you agree to:

• Provide honest, accurate information regarding the item's value, contents, and the circumstances of the loss — including the declared value on any supporting documents
• Supply all requested supporting evidence (including receipts, tracking information, and screenshots) within 7 days of us requesting it
• Cease all independent negotiations with the courier once you have submitted your claim, and allow ParcelClaimer to manage all correspondence on your behalf
• Notify us immediately if the courier contacts you directly at any point during the claims process
• Not pursue the same claim through another party while we are acting on your behalf

Providing false or misleading information may result in your claim being cancelled and could constitute fraud under the Fraud Act 2006.

7. Limitations of courier claims

By using our service, you acknowledge that courier companies standardly exclude consequential losses from their liability under their standard terms and conditions. This means that ParcelClaimer can only pursue claims for the direct material value of the lost item and the original postage costs paid.

We are unable to claim compensation for:

• Lost time or inconvenience caused by the failed delivery
• Emotional distress
• Secondary financial losses, such as a lost sale or missed opportunity
• Platform penalties or account restrictions imposed on you by third-party marketplaces (such as eBay, Vinted, Etsy, or Depop) as a result of the failed delivery
• Any other indirect or consequential loss

If you believe your losses extend beyond the direct value of the item and postage, you may wish to seek independent legal advice.

8. Timescales

We will endeavour to handle your claim as promptly as possible. However, response times from courier companies are outside our control and we cannot guarantee any specific timescale for resolution. Courier complaints procedures typically take 4–8 weeks.

9. Outcomes

We cannot guarantee a successful outcome for any claim. The decision to compensate lies with the courier company. Where a courier makes a partial offer, we will present this to you and act on your instructions.

10. Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this agreement within 14 days of submitting your claim, without giving any reason.

Immediate start: By submitting your claim through our website, you are explicitly requesting that we begin work on your behalf before the 14-day cancellation period has expired. You acknowledge that:

• If you cancel within 14 days and we have not yet started work, you will owe nothing.
• If you cancel within 14 days and we have already started work, you may be charged a proportionate fee for the work carried out up to the point of cancellation.
• If your claim is fully resolved within the 14-day period, you lose your right to cancel and our standard success fee will apply.

To exercise your right to cancel, contact us at enquiries@parcelclaimer.co.uk with your name, reference number, and a clear statement that you wish to cancel. We will confirm receipt within 2 business days.

After the 14-day period, you may still cancel at any time before the claim has been submitted to the courier at no cost. Once a claim has been formally submitted on your behalf, cancellation may not be possible and any compensation already secured will remain subject to our success fee.

11. Limitation of liability

ParcelClaimer's liability to you is limited to the fees you have paid us, if any. We are not liable for any indirect or consequential loss arising from the outcome of a claim or any delay in processing.

12. Complaints

If you are unhappy with our service, please contact us at enquiries@parcelclaimer.co.uk and we will aim to resolve your complaint within 14 days.

13. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to these terms

We may update these terms from time to time. The date at the top of this page will reflect the latest revision. Continued use of our service after changes are posted constitutes your acceptance of the updated terms.