Terms & Conditions
Definitions
As used in these terms & conditions, “we”, “us”, “our” and “start up fulfilment ” means start up fulfilment Ltd and “you”, "your", "client" means the you, the client of Start up fulfilment Ltd, whether a public or private limited company, partnership, sole trader or individual. "Fulfilment credits" are pre-payment units, which are individually redeemed against a single fulfilled order. An "order" is your customer's order, which we have downloaded from your website or channel and includes all associated actions and costs as detailed below in section 2. "Fulfilled", "Shipped" and "Dispatched" describes a customer order that is fully packaged, has a Royal Mail label attached (with tracking number) and has been marked as dispatched on your website or channel. "Items" refers to the total contents of a customer order as downloaded by us from your website or channel. "On hand zone" refers to the racking immediate to the area fulfilment area from where items are picked for packing. "Storage" refers to the racking where longer term stock units are stored, this may be in a separate physical facility and is fully insured.
Services provided
Shipping
Start up fulfilment Ltd receives, stores, picks, packs and ships your orders. You are charged every time an order is shipped out. There is one fixed price: £4.99 ex VAT. Maximum dimensions: maximum length: 42 cm, maximum width: 30 cm, maximum thickness: 30 cm, maximum weight: 2 kg​​. The prices include the picking and packing of four items, appropriately sized packaging materials, void fill, address label, packing slip and royal mail tracked 24 shipping. There is a 50p per item charge for EVERY item over the included four items.
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Returns
If you want us to handle returns we charge £4.99 per return. This includes a prepaid tracked 48 label that we send with the initial order. Returned items are either re-entered into stock or disposed of as per your instructions. If your customers pay for their own return shipping the charge is £2.99.
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Payment for Services
Services are either invoiced or purchased on a pro-forma basis by way of fulfilment credits. We invoice weekly, with payment by bank transfer or debit card. Alongside your emailed invoice we send a CSV report detailing every order / return processed during the period.
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Fulfilment credits are sold in packs of 20. Each Fulfilment credit covers all the elements of fulfilment detailed in section 2. Your customer orders will not be fulfilled if you do not have sufficient fulfilment credits. Fulfilment credits can be purchased directly through the website by card payment or PayPal. You may also purchase by invoice, with payment by direct bank transfer. If Payment is made by bank transfer you must confirm payment details with us by phone before making the transfer and do so entirely at your own risk. It is your responsibility to maintain a sufficient level of fulfilment credits to ensure uninterrupted fulfilment of your customer orders. We will undertake to notify you if your level of fulfilment credits is getting low, however this is not guaranteed and we are not liable if you run out.
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Redemption of fulfilment credits
We keep an electronic ledger of each fulfilment action we undertake on your behalf and provide a monthly report which details fulfilment credits purchased against fulfilment credits redeemed. VAT invoices are also provided within 48 hours of a purchase of fulfilment credits been purchased.
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​Your customer disputes
When we have fulfilled an order for you we automatically mark orders as dispatched on your website or channel. The tracking number is also populated on your website or channel. We as a default we supply Royal Mail with your customers email and or phone number which results in your customer getting an email and SMS from Royal Mail with a delivery notification which may include an estimated delivery window, however, this is not guaranteed in any way and its accuracy is not our responsibility. We photograph every order we pack this photograph is stored for 60 days and can be provided to you in case of customer dispute. The photograph is a still screenshot from the video recording of the packing process and includes the items, packing label, delivery label and outer packaging. If an item goes missing or is damaged in transit it is for you to decide an appropriate course of action. Royal Mail offers the facility to customers to have their delivery to be left in a 'safe place'. Although this is at the customers own risk and made clear to customers this can lead to disputes and we recommend that you communicate to your customers that if they choose this option, it is done so entirely at their own risk.
Dispute resolution
As we keep things light touch with transparency, good communication and a clear demarcation of responsibilities we consider disputes to be unlikely. However, if a dispute does occur, we ask that you first communicate the issue to your account manager in writing. We will then aim to rectify and /or come to an agreement to resolve the issue(s) within seven days.
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Engagement and Termination
We reserve the right to refuse any business without reason or explanation. We further reserve the right to terminate fulfilment immediately without notice if a client issues a chargeback against a payment made for fulfilment credits; or does not pay a supplementary invoice; or in any way does not adhere to the terms & conditions as described here
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Your stock
It is the client's responsibility to get stock to us safely, we are not liable for damage or theft in transit. We highly recommended taking time to package your products appropriately and using a reputable carrier. We take responsibility for stock at the threshold to our facility only after the package(s) have been opened and are confirmed as non-damaged and complete. This responsibility ends when an item is handed over to Royal Mail (this is when the Royal Mail collection driver scans the paperwork). The opening of parcels is filmed. Clients, by engaging our services, agree that this is sufficient proof to absolve us of liability for items that are damaged or have gone missing in transit. Before sending us stock you must let us know the replacement value for each individual unit. This is the amount we will refund you for items that are damaged or that go missing whilst the stock is our responsibility as defined within these terms and conditions. Each client gets two cubic metres of storage free as long as orders are been processed. Stock can be replenished at anytime, however we must receive notification the day before, detailing the number of units and delivery method. If we have received no orders for a 7 day period your stock will be charged a storage rate of £10 per cubic metre per month. There is no minimum number of stock units for the charge, so one unit of stock activates the storage charge . If the number of stock units in storage exceeds one cubic meter a second cubic meter of storage is activated, again and £10 per month. This continues to a maximum of 10 cubic meters.