Terms & Conditions

Last updated: 23 October 2026 These Terms & Conditions apply to everyone who uses Cargo One (cargoone.co.uk and the Cargo One customer and driver apps). By creating an account or making a booking you agree to them. If you have a question, contact support@cargoone.co.uk. 1. WHO WE ARE AND WHAT WE DO Cargo One is an online marketplace. We connect customers who need items moved ("customers") with independent transport providers ("drivers"). The transport itself is carried out by the driver. Cargo One is not a carrier or a removals company, and the contract for the transport job is between the customer and the driver. We provide the platform, the booking and payment tools, messaging, tracking and support. 2. ACCOUNTS - You must be 18 or over and give accurate details (name, email and phone number). - Keep your login details safe. You are responsible for activity on your account. - Drivers must also upload valid documents (for example driving licence, insurance, vehicle registration (V5C), proof of address and a profile photo) and be approved by Cargo One before taking jobs. We may ask for updated documents at any time. 3. HOW BOOKINGS WORK - Customers post a job with a fixed price, invite bids, or request an ASAP driver. Drivers can accept a fixed price, place a bid, or accept an ASAP request. - The price for a job is made up of the driver's charge (paid to the driver) and Cargo One's booking fee. - A booking is confirmed when the customer pays the booking fee (deposit) through Stripe. Contact details and the full addresses are shared with the driver after the booking is confirmed. 4. PAYMENTS - The booking fee is a percentage of the driver's charge (tiered by job value) and is shown before you pay. It is taken by card through Stripe when the booking is confirmed. Cargo One never stores your card number. - The driver's charge is paid by the customer directly to the driver on delivery, unless the booking screen says otherwise. - Prices include everything shown on the booking summary. Extra work agreed between customer and driver on the day is a matter between them. 5. CANCELLATIONS AND REFUNDS (CUSTOMERS) - Before a driver has accepted your job, you can cancel free of charge and any booking fee you paid is refunded in full. - You can cancel a booking in the app or on the website until your items or vehicle are collected; after collection it can no longer be cancelled in the app or website, so please contact our support team and we will help. We keep a cancellation fee (currently 20% of the booking fee, never more than the amount paid) and the rest is refunded to your card. The app shows the exact fee and refund before you confirm. - Refunds go back to the original card through Stripe and normally arrive within 5 to 10 working days, depending on your bank. - Once a job has been delivered it can no longer be cancelled or refunded in the app. If something went wrong, contact support@cargoone.co.uk. 6. CANCELLATIONS BY DRIVERS - If a driver cancels after accepting, the job is offered to other drivers and your booking fee carries over to the new driver. You will be told when a new driver is assigned. - You can still cancel the booking yourself under section 5. - Drivers who cancel repeatedly may be restricted or suspended. 7. CUSTOMER RESPONSIBILITIES - Describe your items accurately (size, weight, quantity, access) and make sure they are ready for collection and properly packed. - Do not book the transport of illegal, dangerous or prohibited goods. - Be available (or have someone available) at collection and delivery. 8. DRIVER RESPONSIBILITIES - Drivers are independent and responsible for their own vehicle, licence, insurance (including goods-in-transit and public liability where required), tax and legal compliance. - Drivers must carry out jobs safely and professionally, keep status updates accurate, and upload proof of delivery. - Drivers must not ask customers to pay outside the agreed price or move bookings off the platform. 9. RATINGS, REVIEWS AND MESSAGES Reviews and messages must be honest and respectful. We may remove content that is abusive, misleading or breaks the law. 10. LIABILITY - Cargo One provides the platform with reasonable care and skill, but we do not guarantee that a driver will be available for every job or that the platform will always be uninterrupted. - Because the transport is carried out by the driver, loss of or damage to goods in transit is a matter for the driver and their insurance. We will help customers and drivers resolve disputes where we can. - Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under UK law, and nothing affects your statutory rights as a consumer. 11. SUSPENSION AND ACCOUNT DELETION - We may suspend or close accounts that break these terms, provide false information or put other users at risk. - You can delete your account at any time in the app (Settings → Delete account) or on the website, as long as you have no active booking. See our Privacy Policy for what happens to your data. 12. CHANGES We may update these terms. If we make important changes we will tell you in the app or by email. The "Last updated" date shows the current version. 13. GOVERNING LAW These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. 14. CONTACT Cargo One — cargoone.co.uk — support@cargoone.co.uk