Terms &
Conditions.

1. About these terms

In these terms, “Charley”, “we”, “us” and “our” refer to the operator of the Charley platform. “You” means a visitor, customer, sender, recipient, business customer or other person using the website or a Charley service. The legal name and contact details of the operating entity must be shown in the applicable booking documents before a paid service is accepted.

By using the website, you agree to follow these terms. A specific booking may also have a quote, service description, inventory, service-level terms or other conditions. If terms conflict, the terms clearly provided for that confirmed booking will apply to that booking to the extent permitted by law.

2. Services and availability

Charley is designed to support personal delivery, business logistics and home or office storage. Service coverage, operating hours, vehicle types, storage capacity, prices and delivery estimates depend on location and availability. Website illustrations and route graphics are illustrative; they do not represent live tracking or a guarantee that a service is operating.

A request or estimate is not a confirmed booking until Charley confirms acceptance, the service details and any applicable price. We may decline or cancel a request where the service is unavailable, information is incomplete, safety or legal requirements cannot be met, or a partner is not available.

3. Your responsibilities

• Provide accurate contact details, pickup and destination addresses, access instructions, item descriptions and any information needed to carry out the service safely.
• Pack items appropriately unless packing has been expressly included in the confirmed service.
• Be available for agreed collection and delivery windows, and ensure the recipient or authorised representative can receive the items.
• Tell us about fragile, unusually heavy, valuable, restricted or special-handling items before a booking is confirmed.
• Keep your account credentials secure and notify the service team if you suspect unauthorised use of your account.

4. Items we may refuse

You must not request transport or storage of illegal goods, explosives, weapons where prohibited, flammable or hazardous materials, illicit drugs, live animals, perishable goods requiring controlled conditions, cash, or other items restricted by applicable law or by the confirmed service rules. We may refuse items that are unsafe, inadequately packed, unlawful or materially different from the booking description.

5. Pricing, payment and receipts

The price and payment method applicable to a service will be communicated before confirmation. Extra charges may apply where the actual job differs from the details supplied, including waiting time, failed access, additional stops, additional labour, oversized items or a changed destination. We will communicate applicable charges before proceeding where reasonably practicable. Do not treat website copy or an unconfirmed estimate as a final price.

6. Changes, cancellations and failed collections

Contact Charley through the official channel shown in your booking as soon as you need to change or cancel a request. Any cancellation fee, refund, rescheduling option or waiting charge will depend on the booking terms disclosed before confirmation and applicable law. If a collection or delivery cannot proceed because the address is wrong, access is unavailable, the recipient is absent or the items do not match the booking, we may arrange a new attempt or charge disclosed additional costs.

7. Storage services

Home and office storage is subject to explicit confirmation of the facility or storage partner, accepted items, inventory, access arrangements, fees, storage period, collection and return arrangements, and any applicable protection or insurance. Do not deliver belongings to a storage facility unless Charley has confirmed the booking and provided the relevant instructions.

Where an inventory or condition record is prepared, review it promptly and report any error. You must not store prohibited, hazardous, illegal, perishable or living items, or any item that creates an unreasonable safety or property risk. Any special handling, access, extension, late-payment, disposal or retrieval rules must be disclosed in the storage agreement for the specific booking.

8. Loss, damage and service concerns

Inspect items when delivered or returned and report concerns promptly using the official booking channel, including photographs and the booking reference where available. Any investigation, remedy, compensation limit, exclusion or insurance claim will be handled under the applicable booking terms, evidence and law. Nothing in these terms excludes a liability that cannot lawfully be excluded or limits any non-waivable consumer right.

9. Drivers, partners and third parties

Some services may be carried out by independent drivers, carriers, storage facilities or other service partners. Where a partner is involved, the confirmed booking should identify the relevant service arrangement and the party responsible for each obligation. We do not claim that a particular partner, facility, licence or insurance cover is available unless it is expressly confirmed for the service.

10. Website, availability and acceptable use

We aim to keep website information accurate and available but do not guarantee uninterrupted access or that every description is error-free. You must not misuse the website, interfere with its security, submit fraudulent information, attempt unauthorised access or use the service for unlawful activity. We may update or suspend website features as the platform develops.

11. Privacy

Our handling of personal information is described in the Charley Privacy Policy. Information may be used to manage accounts, respond to requests, coordinate delivery or storage, protect users and meet legal obligations, as explained in that policy.

12. Complaints and governing law

If something goes wrong, contact Charley through the official channel shown in your booking so we can review the details. Mandatory consumer protections continue to apply. The governing law and dispute-resolution details must be specified in the final service contract by the legal operating entity; nothing here removes rights that apply under the law governing your transaction.

13. Updates and contact

We may revise these terms as the platform and services change. The updated date above indicates the latest published version. Before booking, make sure you have read the terms shown for that service. For a current booking, use the contact details on the booking confirmation. Charley must publish a monitored legal contact and the full legal name of the operating entity before live commercial launch.