Terms of Service

Last update: 2023-06-25

1. Introduction

These terms govern our provision of delivery services via parcel.humanforest.co.uk (Site). The Site is operated by or on behalf of HumanForest (Bikes) Limited trading as HumanForest (HumanForest, we, us and our). We are a limited company, registered in England. Our registered company number is 14417600, and our registered office is at 207 Southwark Bridge Road, London, England, SE1 0DN. We are a member of CoMo UK. Our VAT registration number is 343882480.

Your access to and/or use of the Site, and your purchase and use of any of the Services (as defined below) is subject to these terms and by placing an order for and/or using any Services you agree to be bound by them. You should print a copy of these terms for future reference. If you do not agree to these terms, you must not use the Site or Services.

Use of your personal information submitted to or via the Site when utilising the Services is governed by our Privacy and Cookies Policy.

2. Registering with Us

To use the Services, you must first register to set up an account with us by completing the account registration form available through the Site. You only need to register once.

To register with us you must be at least 18 years of age (or any older age legally required under local law to bind yourself legally to these terms).

Please note that additional eligibility criteria may apply to a particular Service, where indicated on the Site. It is your responsibility to ensure you satisfy all of the minimum eligibility criteria before choosing to purchase the Service. By doing so, you confirm to us that you do meet all of the minimum eligibility criteria.

You agree to provide accurate, complete and up-to-date contact information when registering with us, including your name, mobile phone number and email address. In order to process your order we will also require payment details from you (including credit / debit card information) (Payment Card).You can choose whether you wish to save your Payment Card details to your account for future use.

We will also require you to accept these terms and our Privacy Policy which can be found here.

You must promptly update your account information within the Site in the event of any changes to the information provided.

Registration is subject to approval by us in all cases, and we reserve the right, in our sole and absolute discretion, to decline any application for registration, without giving a reason. If we approve your registration, you will receive a notification email from us.

We reserve the right, in our discretion, to carry out checks (including checks with credit reference agencies) for the purposes of confirming your identity and to establish your creditworthiness. By agreeing to these terms, you agree to our doing so.

We take fraud seriously, both for your protection and ours. If we suspect that any information you have provided to us is inaccurate, incomplete or fraudulent, we may suspend or terminate your account if and until the issue is resolved. During that time, you will lose access to the Site and/or our Services, either temporarily or permanently.

3. Email and password

Upon registration for an account with us, you will be asked to enter your email and create a password. You must keep your email and password confidential at all times and use it only to access and use your account and not for any other purpose. You are the only authorised user of your account and, accordingly, you must not disclose your email and/or password to anyone else. You should contact us immediately upon discovering any unauthorised use of your account or error in the operation of your username and/or password (see Support). Any breach of these terms and/or any use of your account by anyone to whom you disclose your email and/or password will be treated as if the breach or use had been carried out by you and will not relieve you of your obligations to us.

You must cease to use and delete the password for your account upon termination of your account for whatever reason.

4. Our Services

The intention of our Site is to connect you with a rider who will collect a parcel (on your behalf) and deliver this to you (or another recipient of your choosing) using our e-bikes, e-mopeds or the rider's own bike (Services).

We warrant that the Services will be provided with reasonable care and skill.

In order for us to provide you with the Services, you must provide us with details of your required collection and delivery, as indicated on the Site at the time of booking including:

  • Collection address (Collection Location);
  • Delivery address (Delivery Location);
  • Full name and phone number of sender
  • Full name and phone number of intended recipient; and
  • Estimated weight of the parcel.

If you do not provide this information, we will not be able to provide you with the Services.

Once you have submitted your order and that order has been accepted (see section 4.1 below) we will issue you with an email confirming your order has been accepted (Booking Confirmation). Once a rider has accepted your order, contact details of the rider who will be collecting and delivering your parcel, as well as location details for that rider will be sent to you.

4.1 Collection and delivery

Once you have placed an order and it has been accepted by a rider, the rider will attempt to deliver your parcel to the address provided as soon as practicable. Upon successful delivery the rider is required to take a photo of the parcel at the Delivery Location as proof of delivery.

We cannot guarantee that a rider will be available to provide the Services or will accept your order in any event.

If you place an order through our Site and your order is not accepted by one of the riders, the order can be cancelled and you will be issued a full refund for your uncompleted order. In the rare case where the rider accepts your order and the delivery of the parcel is not made within a reasonable timeframe, you should contact HumanForest customer services and if we agree, in our sole discretion, that the delivery has not been made within a reasonable timeframe, we will cancel your order and issue a refund to you in respect of your uncompleted order.

If you are not able to take receipt of the delivery you should clearly specify a secure location for the rider to leave the package in the notes section of your order. You accept that, upon delivery at your chosen secure location, delivery has been completed and we are no longer liable for your parcel.

The rider has the right to refuse delivery if the parcel breaches sections 4.2 and 5.1 below.

4.2 Parcels We may not be able to accept

Riders may not be able to accept collection and delivery, and retain the right to reject your delivery, if:

  • items are too large to safely transport using our vehicles or their own bikes;
  • there are multiple items in one delivery;
  • the item is not securely packaged for delivery;
  • the item value exceeds £100;
  • the item contains prohibited items (as defined in section 5.1); or
  • the sender takes an unreasonable amount of time (more than 5 minutes) to hand over the package.

You must provide accurate details of your parcel when placing your order; if accurate details are not provided and the rider accepts your order but is unable to transport your parcel, you will be notified that the Services cannot be completed, and you may still be charged for the Services.

4.3 Amending delivery details

If you wish to make any amendments to your order prior to the rider accepting your order, then you can do this via the Site. If you wish to make any amendments to your order after the rider accepts your delivery, then you will need to first cancel your order and re-issue the order with the amended details. You can cancel your order at any time before the rider arrives at the Collection Location. Once an order has been collected from the Collection Location by a rider, you must contact HumanForest customer support if you wish to cancel your order. In such circumstances, we cannot, however, guarantee that it will be possible to cancel the order before delivery.

If you are unable to amend your order once it has been accepted by a rider and it is not possible to complete the delivery (e.g. because there is no one at the Delivery Location) , you will still be charged for the Services.

4.4 Failed delivery

The rider will make reasonable efforts to deliver the parcel to the Delivery Location however if you/your nominated recipient are unable to take receipt of the parcel for any reason, including where:

  • the door is not answered;
  • you do not provide a secure location to leave the parcel; or
  • it is not clear where delivery should be made to despite Delivery Address being provided (e.g. where the Delivery Location is a block of flats but the flat number is unknown)
  • the rider will attempt to contact you (using the details provided when you placed the order or that you have provided on the Site) in order to arrange an alternative location for the rider to deliver the parcel to.

If the rider is unable to deliver the parcel, and is unable to contact you/your nominated recipient, after 5 minutes at the Delivery Location the delivery will be deemed as having failed and the rider will return the parcel to the Collection Location and if this is not possible, deliver it to Human Forest's headquarters.

If delivery fails in accordance with the above, you will still be charged for the Services (and any additional journeys that the rider has to make to deliver the parcel to you at an alternative location or to the Collection Location or the Human Forest headquarters).

We will not be liable or responsible for any failure by a rider to deliver the parcel if you/your intended recipient is not able to take receipt of the delivery for any reason.

If the parcel is returned to the Collection Location, we will no longer be responsible or liable for the safety or security of the parcel.

5 Your obligations

You warrant that you have the required authority to order the collection of the parcel from, and delivery to, the relevant address. Where necessary you must have liaised with the collection point prior to collection to permit them to release the parcel to the rider.

You must provide us with all the information requested by us (including on the Site) in order to ensure we can provide you with the Services.

You must ensure that you/your intended recipient are available to take receipt of the parcel. If you are not available the rider may not be able to deliver the parcel to you and the provisions of section 4.4 shall apply.

5.1 What you must NOT do

You must NOT use our Services or the Site in connection with the violation of any law.

You must NOT use the Services to transport any of the following items: (i) illegal items; (ii) firearms, weaponry, ammunition, and their parts; (iii) batteries; (iv) highly perishable food or beverages (e.g. raw meat or dairy products); (v) pharmaceutical products, over-the-counter medications, vitamins or supplements; (vi) recreational drugs, drug paraphernalia, or tobacco products; (vii) money, gift-cards, lottery tickets or transferable securities; (viii) dangerous and hazardous items including explosives, corrosives, items that are poisonous or flammable, medical waste, environmental waste, infectious substances and other dangerous or hazardous items as described in applicable law; (ix) stolen goods; (x) fragile items; (xi) obscene publications and unlawful indecent images; (xii) animals and (xiii) alcohol (Prohibited Items).

You must NOT tamper with, vandalise or try to gain unauthorised access to the Site, including by removing or changing any content of the Site or attempting to circumvent security or interfere with the proper working of the Site or the servers on which it is hosted or seeking to store content of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the content of the Site.

You must NOT create links to the Site from any other website, without our prior written consent.

You must not, nor allow anyone else to, use your account, any Service or the Site:

  • to access or attempt to access any Service which you have not purchased;
  • to interfere with or disrupt the provision of any Service, the Site or use any Service or the Site in a way that interferes with anyone else’s use of any Service or the Site;
  • to further any criminal or fraudulent activity or to impersonate another person;
  • to breach the rights of any person (including, but not limited to rights of privacy and intellectual property rights); or
  • otherwise in breach of any acceptable use guidelines that we may issue from time to time.

You must NOT use the Service or Site in a way that might damage our name or reputation or that of any of our affiliates.

You must NOT share the contact details of any rider with a third party (other than the intended recipient of the parcel if this is not you) and you must not use the rider's contact details for any reason other than to enable you to receive the Services and take delivery of the parcel.

6. External links

The Site may, from time to time, include links to external sites, which may include links to third party offers and promotions. We include these links to provide you with access to information, products or services that you may find useful or interesting. We are not responsible for the content of these sites or for any information, products or services provided via such sites and do not guarantee that they will be continuously available. The fact that we include links to such external sites does not imply any endorsement of, or association with, their operators or promoters.

7. Charges and payment

The charges for Services are as quoted on the Site. Charges include VAT. Please note that we may change the pricing in respect of our Services as we deem necessary or appropriate for our business and without prior notice to you.

Whilst charges are liable to change at any time, changes will not affect orders in respect of which we have already sent you an Booking Confirmation.

We accept payment by most major credit and debit cards. Please note that, for security reasons, the statement address for the Payment Card you use to pay must be the same as your contact address for the order. You may only use a payment method that you have the legal right to use, and you authorise us to charge this payment method for any charges that you incur.

All payments to us are made through a third-party payment processor (i.e. payments are accepted by them on our behalf). Our third-party payment processor is Stripe who collects and holds your payment information. By registering a Payment Card, you agree that this can be used to pay for relevant fees incurred when booking the Services.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

During the registration process, when you first add your Payment Card details to your account, a pre-authorisation or temporary hold of £0.60 will be placed on your payment method. This hold ensures that your payment method is active. It will show up as a ''pending'' transaction on your bank statement and will never actually be charged. This will only occur at one time, during the registration process. Please note: The timeframe of this release can vary, we encourage you to check with your bank to understand their policies on pre-authorisation holds.

You are responsible for all charges to your account. If you have questions regarding charges to your account, you should contact us (see Support). If you disagree with any charges we have made to your account, you must let us know as soon as possible after you have become aware of the issue. To resolve any disputed charges, we will need certain information about your collection and delivery.

We will endeavour to take payment in respect of all charges to your account from the same Payment Card that you have previously paid with (unless you have provided details of an alternative Payment Card in your name that we should use). You authorise us, on an ongoing basis, to debit that Payment Card (or, if relevant, the alternative Payment Card) automatically with all charges due and payable by you in relation to any Service in accordance with these terms, until that Service is cancelled, or your account is closed.

If you do not pay us charges that you owe to us on time (including if any correct charge to your Payment Card is not authorised), we may suspend or terminate your access to the Site or any Service (and we reserve the right to pursue any available legal remedy to collect the amount owed by you). However, charges will continue to be incurred until the account is closed.

From time to time we may run promotions where we issue discount codes. These can be used in part-payment of the charges for the Service(s) ordered through the Site, subject to the terms under which the discounts are issued (as indicated in our relevant promotion from which you received the code) (Promotional Terms). The Promotional Terms may require your agreement before taking part in the applicable promotions. Discount codes can only be used once, are only redeemable via the Site/Application and are only valid during the period of validity stated and only in respect of the relevant Service(s) stated. Discount codes cannot be redeemed for cash. Any discount codes you accrue will be used on a first in-first out basis in the order in which you have accrued them.

8. Intellectual property

Subject to these terms, we grant you a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to access and use the Site and our related software and services. Any rights not expressly granted herein are reserved by us and our licensors. Specifically, all intellectual property rights in any content of the Site (including text, graphics, software, photographs and other images, videos, sound, trademarks and logos) are owned by us or our licensors.

You are not allowed to copy, modify, distribute, sell or lease any part of our Services or the Site, nor may you reverse engineer or attempt to extract the source code of the software subsisting in the Site, unless you have our written permission to do so. You must not do anything that places an unreasonably large load on our infrastructure, use any robots, spiders, scrapers or other automated means to access our Services (or the Site), try to interfere with the proper working of our Service (or the Site) or attempt to bypass any of our security measures to access the Services (or the Site).

The Services and the Site are our exclusive property and your use of them does not transfer any ownership rights to you. Using our Services or the Site does not give you ownership of any intellectual property rights in our Services, the Site, or the content you access except for the limited license granted to you above and all rights therein (including all intellectual property rights) belong to us or our licensors. You may not use content from our Services, the Site without our express prior permission or as otherwise permitted by law. These terms do not grant you the right to use any trademarks, branding or logos used in our Services, the Site or otherwise, including in any advertising or publicity or to imply our endorsement of you/your endeavours in any way. Please do not obscure or alter any legal notices displayed in, along with or in connection with our Services, the Site. In the event you print off, copy or store pages from the Site (only as permitted by these terms and conditions), you must ensure that any copyright, trademark or other intellectual property right notices contained in the original content are reproduced.

9. Content

We may change the format and content of the Site from time to time. You agree that your use of the Site is on an 'as is' and 'as available' basis and at your sole risk.

Whilst we try to make sure that all information contained on the Site (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.

We cannot and do not guarantee that any content of the Site will be free from viruses and/or other code that may have contaminated or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of the content.

10. Your personal information

We collect and use your personal information in order to provide the Services to you. For example, we process information such as your name, contact details and Payment Card details so that you can register for an account with us and use our Services and the Site. It is also necessary for us to process information about you, such as information about your orders to provide our Services. Use of your personal information submitted to or via the Service or the Site is governed by our Privacy and Cookies Policy.

11. Network access and devices

You are responsible for your own network access and ensuring that you have compatible hardware or devices as is necessary to access and use the Site and Services and any updates thereto. Your own mobile network's data and messaging rates and fees may apply if you access or use the Site or Services from your device and we are not responsible or liable for any such charges. We are unable to, and do not warrant that, the Site or Services, or any portion thereof, will function on any particular hardware or devices. In addition, the Services and the Site may be subject to malfunctions and delays inherent in the use of the internet and electronic communications.

12. Changes to the Service, charges and terms

As it is our policy continually to review and update our Service offerings, we reserve the right to make changes to these terms from time to time. The revised version of our terms will be effective when posted on the Site. The revised terms will supersede any previous versions in respect of new orders. We recommend that you regularly review these terms because your continued use of our Services and/or the Site after we make any changes to them constitutes your agreement to those changes.

13. Consumer cancellation rights

You normally have the right to cancel a contract within 14 days after the date we send you the Booking Confirmation. However, you acknowledge that we start providing the Services immediately following acceptance of your order (which, by placing your order, you request us to do) and that you will have no right to change your mind and cancel under the Consumer Contracts Regulations once the Service has been fully carried out (save as set out in section 4.3).

Details of the consumer rights described above, and an explanation of how to exercise them, are provided in the Booking Confirmation. Nothing in this section affects your legal rights.

14. Service suspension and termination

We may, from time to time, with or without prior notice, temporarily suspend the operation of any Service and/or the Site (in whole or in part) for repair or maintenance work or in order to update or upgrade any contents, features or functionality.

We may, with or without prior notice, terminate our contract with you or suspend and/or terminate any Service and/or your use of the Site) in the event that:

  • you have breached any of these terms;
  • you fail to pay any correctly billed charges when due; or
  • you become insolvent or make a composition with your creditors or petition for your own bankruptcy or have a bankruptcy petition presented against you or are subject to any event or proceedings which are equivalent or substantially similar under any applicable jurisdiction.

If you have breached these terms, we may take such action as we deem appropriate. Such a breach by you may result in our taking, with or without notice, all or any of the following actions:

  • issue of a warning to you;
  • immediate, temporary or permanent removal of any content submitted by you;
  • immediate, temporary or permanent withdrawal of your right to use any Service;
  • legal proceedings against you for reimbursement of all recoverable loss and damage resulting from the breach; and/or
  • disclosure of all relevant information to law enforcement authorities as we reasonably feel is necessary.

The responses described above are not limited, and we may take any other action we deem appropriate.

Upon termination of our contract with you or any Service, for any reason:

  • all rights granted to you under these terms will immediately cease;
  • you must promptly discontinue all use of the relevant Service and the Site; and
  • you must pay us all outstanding amounts that you owe to us.

You may request to terminate your account at any time by notifying us of your wish to do so (see Support). We will terminate your account and delete your account information (subject to our Privacy Policy) as soon as reasonably practical after any and all fees and fines have been paid and any outstanding disputes have been resolved.

15. Our liability

Nothing in these terms shall limit or exclude our liability to you:

  • for death or personal injury caused by our negligence;
  • for fraudulent misrepresentation;
  • for breach of any term implied by the Consumer Rights Act 2015 and which, by law, may not be limited or excluded; or
  • for any other liability that, by law, may not be limited or excluded.

As above, you note that we cannot guarantee the continuous, uninterrupted or error-free operability of the Site. There may be times when certain features, parts or content of the Site, or the entire Site, become unavailable (whether on a scheduled or unscheduled basis) or are modified, suspended or withdrawn by us, in our sole discretion, without notice to you. You agree that we will not be liable to you or to any third party for any unavailability, modification, suspension or withdrawal of the Site, or any features, parts or content of the Site.

Subject to the above, if you are a business customer, in no event shall we be liable to you for any losses arising from your use of the Services, and Site (including any indirect or consequential or special loss, loss of profit, revenue, contracts, data, goodwill or other similar losses.)

Subject to the below, if you are a consumer and not a business customer, we shall only be liable to you for any losses that you suffer as a result of your use of the Services, and Site where such losses are caused by a breach of these terms by us.

We exclude all liability for losses caused by:

  • a parcel being inadequately packaged;
  • any defects in the items delivered which were present at the time of collection or natural deterioration in the items (e.g. in respect of food items or plants);
  • any kind of dishonesty where someone misrepresents their right to receive a parcel; or
  • your failure to comply with these terms and pay the correct charges.

Where you claim that there is damage caused to the item that has been delivered, we may request a photograph showing the problem if it is something that can be seen by inspecting the items.

Our liability to consumers in respect of loss or damaged goods is limited to £100 in respect of each delivery. Where we are liable, we will also issue you a refund in respect of the charges you have incurred in respect of the Services. Please note that using the Services in respect of parcels which are worth more than our liability limit is entirely at your discretion. If you wish to make a claim, for any loss or damage, you must notify us within 48 hours after the package was delivered. This timeframe is essential to allow us to conduct a thorough investigation into the matter. To initiate a claim, please contact us.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control.

16. Your liability

To the extent permitted by applicable law, you agree that you are responsible for any and all claims, actions, costs, damages, penalties, fines, demands, losses, liabilities and expenses (including reasonable legal fees and court costs) arising out of or in connection with (i) your breach or violation of any of these terms or any applicable law, (ii) any of our use of your content, or (iii) your violation of the rights of any third party. You agree that these obligations will survive any termination of these terms, your user account or your access to our Services, the Site generally.

17. Third-party service and content

The Services and Site may be made available or accessed in connection with services and content (including advertising) controlled by third parties with different terms of use and privacy policies. We do not endorse these third-party services or content made available by such third parties and we are not responsible or liable for any of their products or services.

Third-party application stores are operated by the relevant third-party platform providers and/or their affiliates. Your access to the Services and Site using these applications or devices is subject to terms set forth in their respective terms of service and privacy policies.

We are not responsible for these application stores and do not guarantee that they will be continuously available. Similarly, these third-party beneficiaries are not parties to these Terms of Service and are not responsible for the provision or support of the Services and Site in any manner

18. Content provided by you

You may at times be invited to submit content to us (like a comment to a blog post, to participate in our communities or provide user tips). You retain ownership of this content but we ask that you make sure you have the right to submit it to us in the first place, because when you submit it, you give us (and those we work with) a worldwide licence to use, host, store, reproduce, modify, create derivative works, communicate, publish, publicly perform, publicly display and distribute it as well as your name, voice and/or likeness if also submitted and to the extent permissible by applicable law. This licence continues even if you stop using our Services and the Site. If you submit feedback or suggestions about our Services and the Site, we may use your feedback or suggestions without obligation to you. Any content you submit is deemed non-confidential.

You must not submit any content that is defamatory, libellous, hateful, violent, obscene, pornographic, unlawful or otherwise offensive (we will be the judge of whether your content meets any of these descriptions) or that constitutes “spam” or unsolicited advertising. Submission of any of the following may result in suspension or termination of your user account, including where required by law). We have the right, but not the obligation, to review, monitor or remove your content at any time for any reason without notice, subject to applicable law.

19. General

You may not transfer or assign any or all of your rights or obligations under any contract with us. We may assign any such contract without your consent to a related or affiliated entity or in the event of a sale of all or substantially all of our assets, stock or business, or to a successor by merger. Any purported assignment in violation of this provision is void.

All notices given by you to us must be given in writing to the address set out at the end of these terms. We may give notice to you at either the email or postal address you provide to us when placing an order.

You can lodge a query or complaint (and even a nice message!) with our Customer Excellence Team at any time. Our Customer Excellence team are also available 8am – 12am seven days a week for Users who wish to speak with our support staff. Our Contact Centre details and contact information can be found in the Site.

If we fail to enforce any of our rights, that does not result in a waiver of that right.

If any provision of these terms is found to be unenforceable, all other provisions shall remain unaffected.

These terms and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any contract.

These terms shall be governed by English law, except that there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.

You agree that any dispute between you and us regarding these terms or any contract will only be dealt with by the English courts.

20. Contact us

Please submit any questions you have about these terms or an order you have placed or ordering in general, or any complaint or concern in relation to any Service, or the Site, by email to mail to: parcel@humanforest.co.uk, by telephone on +44 7480 788294 between the hours of 8am to 12am, Monday to Sunday, or write to us at:

Human Forest
207 Southwark Bridge Rd,