terms & Conditions
Canugo Ltd. Terms As of May 11, 2020
Welcome to Canugo—the app from Canugo Ltd. ("Canugo," "we," "us," or "our") that connects you with vehicle owners (each, a "Driver / Helper") who will move and pick up your items wherever you want in the UK. Canugo Ltd –. Company Number – 10953635.
These Terms of Service ("Terms") apply to your access and use of the mobile application (the "App"), website ("Site") and other online products and services (collectively, the "Canugo Platform") of Canugo.
1. Accepting these Terms
BY DOWNLOADING THE APP OR OTHERWISE ACCESSING OR USING THE CANUGO PLATFORM, YOU AGREE TO BE BOUND BY ALL OF THE TERMS BELOW. Please read all of the terms before you use the Canugo Platform. If a term does not make sense to you, please let us know. If you don't agree to all of the terms below, you may not use the Canugo Platform.
We reserve the right to change these Terms from time to time. For example, we may need to change these Terms if we come out with a new feature. If we make changes, we will notify you by revising the date at the top of the policy and, in some cases, we will provide you with additional notice (such as adding a statement to our homepage or sending you an email notification). We encourage you to review these Terms periodically to stay informed about our practices.
Whenever we make changes to these Terms, they are effective when the revised Terms are posted unless we notify you otherwise. If you continue to use the Canugo Platform after the revised Terms have been posted, then you will be deemed to have accepted the changes to these Terms.
3. Description of the Canugo Platform
Through the Canugo Platform, you can submit a request for a temporary driver cover or a Helper to pick up the item(s) you will specify for either loading, unloading, moving, hauling, packing, lifting, assembly or disassembly. You will receive a price quote for the fee that will apply to completing your Request (the "Services Fee"). Once you submit the payment information for the Request, your Request will be sent out to our network of Helpers. You will receive a notification through the Canugo Platform when a Helper has accepted your Request, and you will be able to communicate with that Helper through the Canugo Platform to confirm and coordinate certain logistics involved with completing your Request.
4. User Warranties
You represent and warrant that the Items related to any Request are your personal property and you have all right, title and permission to request and allow the loading, unloading, moving, packing, or lifting of any Items, and that the performance of the Services by a Helper will not result in the violation of any third party's ownership, privacy rights, laws or regulations.
You agree to make all payments to the Helper through the Canugo Platform and will not pay any Helper in cash or means other than directly through the Canugo Platform.
For more information about the Canugo Platform, please see our FAQs.
5. Creating Accounts
When creating an account as a user you will need to provide the following information:
Names, address, contract details, email address, bank details.
When creating an account as a driver-helper you will need to provide the following information:
Names, address, contract details, email address, bank details, driving licence, proof of insurance, proof of right to work in the UK, second form of identification other than driving licence.
When creating an account as a user /driver-helper your account will be checked and verified by Canugo ltd. All information and documents must be complete and uploaded before the account is verified and active.
6. Password Security
When you create an account you must maintain the security of your password and accept all risk that someone may access your account without your permission. If you discover or suspect any Canugo Platform security breaches, please let us know as soon as possible.
You represent and warrant to us that all information that you provide in connection with your account is accurate, truthful, current and complete.
Canugo reserves the right to deny any account at our discretion.
7. Payment for Services
You must provide credit or debit card information to submit a Request. You are responsible for paying the applicable Services Fee for any completed Services. Once you submit a Request, we will place a temporary hold on the credit or debit card account you provided in an amount equal to 100% of the applicable Services Fee. Once you and the Helper have verified that the Services are completed, you will have the option of paying an additional gratuity (a "Tip") to the Helper, and your credit or debit card account will be charged for the sum of the Services Fee, any Tip, and the fees for any additional services you may request.
You agree to make all payments to the Helper through the Canugo Platform and will not pay any Helper in cash or means other than directly through the Canugo Platform.
The Customer may elect to set up a Credit Account or a Transaction Account.
All Accounts are subject to status and completion of pre-authorisation checks which include a search of credit reference agencies.
Canugo may, at any time, set a credit limit on an Account and shall not be obliged to perform Bookings once that limit has been reached. Canugo will notify the Customer in writing if a credit limit has been applied to the Customer’s Account.
Where the Customer has selected a Credit Account the Customer may settle such account using direct debit, BACS, credit or debit or purchase card.
If the Customer selects a Credit Account, Canugo shall provide an invoice at the frequency agreed with the Customer in relation to all Charges and Additional Charges incurred within that period and, where applicable, the Priority Fee payable for that period.
The Customer shall pay each invoice to Canugo within 7 days of the date of the invoice unless otherwise agreed in writing with Canugo.
8. Cancelling a Request
If you cancel any Request: (a) before a Helper accepts it, or (b) after it has been accepted by a Helper but more than 24 hours before the Services are to be performed, you will not be charged, and the hold will be lifted on your credit or debit card. If you cancel any Request less than 24 hours before the Services are to be performed, your credit or debit card account will be charged 20% of the applicable Services Fee.
In the instance where the Helper attempts to fulfil the Request but cannot do so for reasons out of the Helper's or Canugo's control, your credit or debit card will be charged 50% of the applicable Services Fee.
9. Licence and Intellectual Property Rights
On the condition that you fully comply with these Terms, Canugo grants you a limited, nonexclusive, non-transferable and revocable license to access and use the Canugo Platform for your own personal, non-commercial and commercial use. However, the App may only be used on mobile devices that you own or control. The terms of this license will also govern any upgrades provided by Canugo that replace and/or supplement the original App, unless the upgrade is accompanied by a separate license, in which case the terms of that license will govern.
Except as expressly authorized by these Terms, you may not
(a) modify, disclose, alter, translate or create derivative works of the Canugo Platform,
(b) license, sublicense, resell, distribute, lease, rent, lend, transfer, assign or otherwise dispose of the Canugo Platform,
(c) disassemble, decompile or reverse engineer any of the software components of the Canugo Platform,
(d) copy, frame or mirror any part of the Canugo Platform,
(e) interfere with or disrupt the integrity or performance of the Canugo Platform, or
(f) attempt to gain unauthorized access to the Canugo Platform or its related systems or networks.
10. Prohibited Use of the Canugo Platform
You may not post or otherwise make available on or through the Canugo Platform any of the following:
Private information of any other persons (including names, email addresses, phone numbers, national insurance numbers and financial information);
Content that is libellous, defamatory, abusive, offensive or hateful;
Content that is obscene, pornographic, indecent or sexually explicit, depicts graphic, excessive or gratuitous violence;
Content that is illegal, harmful or offensive or that would encourage, solicit, foster, glorify or provide instructions for any criminal or civil offense;
Content that may infringe, misappropriate or violate any intellectual property rights, rights of privacy, rights of publicity or any other rights of others;
Viruses, corrupted data or other harmful, disruptive or destructive files or code;
Content that, in Canugo judgment, is objectionable, may restrict or inhibit another from enjoying the Canugo Platform or may expose Canugo or users of the Canugo Platform to harm or liability of any type; and/or
Content that you are contractually or legally required to keep confidential.
Also, you may not do any of the following in connection with the Canugo Platform or other users:
Use the Canugo Platform in any manner that could interfere with, disrupt, negatively affect or inhibit other users from fully enjoying the Canugo Platform or that could damage, disable, overburden or impair the functioning of the Canugo Platform;
Collect any personal information about other users or Helpers;
Intimidate, threaten, stalk, bully or otherwise harass other users or Helpers;
Post spam or commercial messages through the Canugo Platform;
Create an account or submit a Request if you are not over 17 years of age;
Use the Canugo Platform for any illegal or unauthorized purpose or to engage in, encourage or promote any activity that is unlawful or that violates these Terms; or
Circumvent or attempt to circumvent any filtering, security measures, rate limits or other features designed to protect the Canugo Platform, its users, or third parties.
Your use of the Canugo Platform is at your own risk. Canugo is not responsible or liable for the conduct of, or your interactions with, any other users (whether online or offline) or for any related damage or harm. As a provider of interactive services, Canugo is not liable for the content of any Requests. Although we have no obligation to screen, edit or monitor Requests, we reserve the right, and have the discretion, to screen, edit or remove any Requests at any time, for any reason and without notice.
11. Reporting and Removal
Canugo users may report content to Canugo that they think violates these Terms, and Canugo may remove such content, suspend or terminate the account of the user who posted or otherwise made available such content and/or take additional action to enforce these Terms against such user.
12. Canugo's Rights
As between you and Canugo, all information, materials and content of the Canugo Platform, including text, graphics, data, formatting, graphs, designs, HTML, look and feel, photographs, music, sounds, images, software, videos, designs, typefaces, source and object code, format, queries, algorithms and other content is owned by Canugo or is used with permission. When you create, share, link to, or otherwise make available any Requests, you grant us a nonexclusive, royalty-free, perpetual, irrevocable and fully sub licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform and display such requests throughout the world in any manner or media, on or off the Canugo Platform. Canugo reserves all rights not expressly set forth in these Terms. You hereby irrevocably waive in favour of Canugo any and all moral rights that you may possess in or to any Requests.
Any suggestions, comments or other feedback you give us about the Canugo Platform (the "Feedback") will constitute our confidential information. We are free to use, disclose, reproduce, license, distribute and exploit this Feedback as we see fit, without compensation to you or any obligation or restriction because of any intellectual property rights or otherwise.
14. Location Information
By accepting these Terms or using the App you affirmatively consent to Canugo's collection, use, disclosure and storage of your location information. You may revoke your consent with respect to Canugo's collection, use, disclosure and storage of your location information at any time by deleting the App from your mobile device, or by changing the privacy settings on your mobile device. Please know that if you revoke your consent by doing one of the foregoing or you delete or deactivate your account, we may retain certain information as required by law or for legitimate business purposes. We may also retain cached or archived copies of information about you for a certain period.
If you consent to our collection of location information and you do not subsequently stop the collection of this location information, Canugo will continue to collect this location information. If you consent to our collection of location information, subsequently stop the collection of this location information and later consent to the collection of this location information, Canugo will resume the collection of location information.
Canugo takes reasonable measures to protect your location information from loss, theft, misuse and unauthorized access, disclosure, alteration and destruction.
Except as required otherwise of Canugo by applicable law, the Canugo platform and any other service and content included on or otherwise made available to you through the service (including requests) are provided to you on an "as is," "as available" basis without any representations or warranties of any kind. To the fullest extent permitted by applicable law, we disclaim and exclude any and all other warranties, conditions, and representations (express or implied, oral or written), and all other terms which may be implied into these terms by law, with respect to the Canugo platform and content included on or otherwise made available to you through the Canugo platform (including requests) and the services performed by helpers.
16. Limitation of Liability
To the extent not prohibited by law, in no event will Canugo be liable to you or any third party for any direct, incidental, special, indirect, consequential, exemplary, or punitive damages whatsoever including, but not limited to, damages for loss of property, physical losses, death or any other damages or losses, arising out of or related to these terms, the Canugo platform (including the app and any request or bid), services performed by helpers, and/or third-party services or materials, however caused, regardless of the theory of liability (contract, warranty, tort (including negligence, whether active, passive or imputed), product liability, strict liability or other theory) and even if Canugo has been advised of the possibility of such damages.
For any loss or damage that is not excluded under these terms, the total liability of Canugo and its director, employees, agents, affiliates and investors will not exceed the fee to download the app (if any) as opposed to any other fees/costs including, but not limited to, any fees associated with your device.
You will defend us from and against any actual or threatened suits, actions, proceedings (at law or in equity), and claims, and indemnify us for any and all damages, payments, deficiencies, fines, judgments, settlements, liabilities, losses, costs, and expenses (including reasonable solicitors' fees, costs, penalties, interest, and disbursements) arising from or related to any of your conduct with respect to the Canugo Platform or your violation (or alleged violation) of these Terms or the rights of any third party by you or any person using your Canugo account.
18. Third Party Software
The software you download consists of a package of components, including certain third party software provided under separate third party license terms. Your use of this third party software in conjunction with the App in a manner consistent with the terms of these Terms is permitted, however, you may have broader rights under the applicable third-party license terms, and nothing in these Terms is intended to impose further restrictions on your use of this third-party software.
19. Changes to the Canugo Platform
Canugo reserves the right in our discretion to review, improve, change or discontinue, temporarily or permanently, the Canugo Platform and/or any features, information, materials or content on the Canugo Platform with or without providing notice to you. Canugo will not be liable to you or any third party for any changes or discontinuance of the Canugo Platform or any part of the Canugo Platform.
20. Notice Regarding Apple & Google Play.
Apple & Google Play, Inc. and Other Third-Party Beneficiaries. You acknowledge and agree that Apple & Google Play, Inc. ("Apple" & “Google Play”) and its subsidiaries are third-party beneficiaries of this Agreement and further that (a) upon your acceptance of the terms and conditions of this Agreement, Apple & Google Play will have the right (and will be deemed to have accepted the right) to enforce this Agreement against you as a third-party; (b) this Agreement is conducted between you and Canugo only, and not Apple or Google Play; (c) Canugo, and not Apple or Google Play, is solely responsible for the Software and the content thereof; (d) Apple or Google Play has no obligation whatsoever to furnish any maintenance and support services with respect to the Software; (e) to the maximum extent permitted by applicable law, Apple or Google Play will have no warranty obligation with respect to the Software; and Canugo, and not Apple or Google Play, will be responsible for any claims, losses, liabilities, damages, costs or expenses attributable to any failure of the Software to conform to any applicable warranty; (f) in the event of any third party claim that the Software or your possession and use of that Software infringes that third party's intellectual property rights, Apple or Google Play will not be responsible for the investigation, defence, settlement and discharge of any such intellectual property infringement claim; and (g) Apple or Google Play will not be responsible for addressing any of your claims or any third party claims relating to the Software or your possession and/or use of the Software, including, but not limited to: (i) product liability claims; (ii) any claim that the Software fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection or similar legislation.
21. Types of services Drivers/Helpers may perform
Collection, Delivery, Moving, Pick-ups, drop-offs, rubbish removals, small and big moves, pick up food and drink, purchase food and drink on behalf of the user, purchase store items on behalf of the user.
Users will be charge an additional service charge fee of 9% if the driver-helpers were to purchase the users items.
If the user has prepaid for the item (s) before the driver-helpers collects the item (s) the service charge fee will not apply.
22. Permitted Items
Drivers can only transport items that a normal human can carry.
Scooters/Motorbike and pushbike can carry items weighing up to 15kg in total.
Cars - carry no more than 20kg per item - Heavy warning labels must be visible over 20kg
Van - Items over 20kg must display a heavy warning label
Your driver may refuse to accept some oversized items
RESTRICTED ITEMS: You may NOT send for delivery:
People or animals of any size
Very expensive or rare items - Over the value of £500
Dangerous items (weapons, explosives, flammable, etc.)
Any items for which you do not have permission to send
If your driver refuses to accept an item due to size or weight or because it is a RESTRICTED ITEM, a cancellation fee will apply
Drivers reserve the right to refuse to accept any item in their sole discretion
Drivers will not purchase items for delivery without payment sent through the app before the delivery or agreed over the app. This will include a service charge.
26. Delivery Guarantee
CanUgo will guarantee lost or damaged items up to £25, except for RESTRICTED ITEMS for which no guarantee applies, if you require additional insurance please select this on the app up to £500.
EXCEPT FOR LOSS OR DAMAGE DUE TO A DRIVERS GROSS NEGLIGENCE OR WILLFUL MISCONDUCT (FOR WHICH THE GUARANTEE SET FORTH ABOVE SHALL APPLY), REQUESTOR [YOU] IS FULLY RESPONSIBLE AND LIABLE FOR THE ITEMS SENT FOR DELIVERY BY DRIVERS HEREUNDER. OUR LIABILITY TO REQUESTOR [YOU] SHALL IN NO EVENT EXCEED US £25.
If you insure the item over £25 an investigation will be raised and if successful you will receive the current market value of your item(s). If the item (s) are not insured then this is a dispute between you and your helper as spoken about in the section below.
27. Disputes between You and a Helper
The Canugo Platform is merely a neutral means of connecting you with Helpers. We do not represent or warrant that any Helper will meet your expectations or instructions in performing any Services. Any dispute that you may have regarding the performance of any Services, including any dispute related to the time, place, and manner of doing so, is between you and the applicable Helper. Canugo is not responsible for the replacement or repair of any of your personal property that may be damaged by a Helper while performing the Services.
Canugo has a commitment to maintaining a high standard for Users and Helpers on the platform. Please report any suspected illegal or unethical behaviour by a Helper during the performance of any Services to:
28. Tracking Your Item
Follow your driver's progress in the CanUgo app
ETAs are estimates and may be inaccurate at first, but GPS will show messenger’s location
Tracking may pause if your driver's loses signal
29. Communicating with Your Driver
Text detailed pickup instructions if getting into the building isn’t easy and straightforward
Call or message your driver at any time by tapping call/message driver on the CanUgo app
Rearranging the delivery will be at a extra charge, this will be up to the driver at the time, depending on their chosen work hours and availability. The sender can accept the charge or pass on the charge to the receiver.
Drivers will NOT provide the next day delivery. We will not provide next day delivery to avoid complications with storing items over night. This will be something I will look into in the future.
30. Chain of Custody
There must be someone at the delivery address to receive your item(s). One of the following must occur in order to complete delivery:
If you’d like to waive the normal chain of custody process, the sender must request on the app or web app to 'leave the item in a safe place.
If no one is available at the delivery address and chain of custody is not waived, driver returns item(s) and bills requester [you] full delivery fare + a cancellation fee
Cancellation and Fulfilment Policy
If no one is present at your pickup location, a cancellation fee will apply
If no one is present at your delivery location, your messenger will wait 10 minutes before returning your item. Requestor [you] will be responsible for full fare. The driver will contact the sender to confirm the return of the item(s)
The sender will have the option to leave the item(s) in a safe place or neighbour, the receiver must also agree to this. After the item(s) have been delivered in a safe place or with a neighbour CanUgo will hold NO responsibility for the item(s) and the insurance will be void.
If no one is present at delivery location and requestor is [you are] also unavailable when item is returned, requestor is accountable. Driver will leave item at original pickup location and requestor [you] will be responsible for full fare.
31. Phone Calls
All calls may be recorded for training and monitoring purposes.
32. Text Messaging
By creating an Account, you agree that the Services may send you text (SMS) messages as part of the normal business operation of your use of the Services. You may opt-out of receiving text (SMS) messages from Canugo at any time by emailing us at firstname.lastname@example.org. You acknowledge that opting out of receiving text (SMS) messages may impact your use of the Services.Messaging within the Canugo platform you acknowledge all messages will be monitored and saved.
33. Promotional Codes
Canugo may, in Canugo's sole discretion, create promotional codes that may be redeemed for Account credit, or other features or benefits related to the Services and/or a Third Party Provider’s services, subject to any additional terms that Canugo establishes on a per promotional code basis (“ Promo Codes”). You agree that Promo Codes: (i) must be used for the intended audience and purpose, and in a lawful manner; (ii) may not be duplicated, sold or transferred in any manner, or made available to the general public (whether posted to a public forum or otherwise), unless expressly permitted by Canugo; (iii) may be disabled by Canugo at any time for any reason without liability to Canugo; (iv) may only be used pursuant to the specific terms that Canugo establishes for such Promo Code; (v) are not valid for cash; and (vi) may expire prior to your use. Canugo reserves the right to withhold or deduct credits or other features or benefits obtained through the use of Promo Codes by you or any other user in the event that Canugo determines or believes that the use or redemption of the Promo Code was in error, fraudulent, illegal, or in violation of the applicable Promo Code terms or these Terms.
34. Network Access and Devices
You are responsible for obtaining the data network access necessary to use the Services. Your mobile network’s data and messaging rates and fees may apply if you access or use the Services from a wireless-enabled device and you shall be responsible for such rates and fees. You are responsible for acquiring and updating compatible hardware or devices necessary to access and use the Services and Applications and any updates thereto. Canugo does not guarantee that the Services, or any portion thereof, will function on any particular hardware or devices. In addition, the Services may be subject to malfunctions and delays inherent in the use of the Internet and electronic communications.
35. Food & Drink
All hot and cold food and consumable items and all drinks are provided by a third party company. Canugo takes NO responsibility for any errors with any food and drink. After the customer receives the food or drink the customer will take up any issues with the food or drink with the third party company. Canugo is only responsible for the delivery and collection of the food and drinks and items. Items will be stored in suitable packaging for the type of food or drink. All reasonable efforts will be in place to try and deliver hot food within 20 minutes of the driver/helper receiving the hot food. All reasonable efforts will be in place to try and deliver cold or frozen food within 25 minutes of the driver/ helper receiving the food.
All items are insured up to £25 per item. If you require additional insurance you will need to select this on the app or web app. You can insure you item(s) up to £500 and up to £500 per delivery/ collection. For example five items at £100 each.
If the receiver receives the item(s) damaged or if the item (s) are lost, Canugo will then raise an investigation. If and when the claim is successful you will receive the market value of the item (s). This process can take up to 90 days per item.
Claims MUST be made within 1 hour of the delivery. Email - Support@Canugo.co.uk
All drivers/ helpers are full insured with 'hire and reward insurance'. Canugo is partnered with ZEGO Cover who offers pay as you go insurance.
37. Drivers/ Helpers
All drivers/ helpers agree all of the following:
All drivers/ helpers agree to provide valid hire and reward insurance.
Polices must be uploaded to the Canugo app or web app, for pay as you go insurance please use Zego cover via our Canugo app or web app.
All drivers/ helpers agree to have received independent suitable training and health checks to take out heavy lifting and physical activity.
All drivers/ helpers agree to have the right to work in the UK and agree to provide Canugo proof of this via the sign up process on the app or web app.
All drivers/ helpers agree to have full drivers licence and aged between 21 to 60 for scooter and motorbike and all motor vehicles.
All drivers/ helpers agree to be between aged 16 - 65 for pushbike services.
All drivers/ helpers agree to have full drivers licence or CBT UK/EU driver licence and no passengers and a engine size 50cc - 125cc for scooters and motorbikes.
All drivers/ helpers agree that they are self-employed and agree to sort out their own tax and national insurance.
All drivers/ helpers agree they are self-employed and Canugo just links them with available delivery and collection work. All drivers/ helpers understand they DO NOT have targets and can remove themselves from the Canugo Platform at anytime by email - Support@Canugo.co.uk and deleting the app.
All drivers/ helpers agree they are responsible for their own vehicles and training and health. Canugo will take no responsibility for any accidents/ injuries/ damages/ breakdowns/ deaths and anything relating.
When a driver/ helpers are providing a requested service for a user the driver/ helpers understand they are responsible for all damages to the users items and property and surrounding areas and the environment.
All drivers/ helpers agree that accepting a requested service is at their own risk.
All drivers/ helpers agree that they will only receive payment once the task/delivery/collection has been complete without any errors and damages. If there are errors or damages they may not receive the payment or Canugo Ltd will hold the payment until the errors or damages have been resolved.
All drivers/ helpers agree that while in possession of a users item(s) they are fully responsible for the item(s). If the item(s) are lost, damaged, stolen even within transit the driver/ helpers could be charged for the repair or replacement. All drivers/ helpers agree for Canugo to charge the drivers/helpers accordingly for the damages or replacement of the item to their selected bank account.
All drivers/ helpers agree that they will NOT take any passengers unless the passengers are working along side the driver/ helpers.
All drivers/ helpers agree if they employ any additional drivers/ helpers they are fully responsible for them and all the terms are agreed. If two helpers are attending one job the main user, YOU are responsible for all helpers and all helper’s payments, taxes and insurance, including damages to items and building and properties.
Canugo will not take any responsibility to any damages or injuries or death caused by the drivers/helpers. E.g. to damages to walls and flooring when moving items.
Drivers/ Helpers go into properties and buildings at their own risk.
Users invite drivers/helpers into their property/ building at the own risk.
Any damages or injuries are between the drivers/helper and the user.