Support & Complaints Policy

How to contact us

Businesses and walkers: open Help in the app and raise a case. Link it to a delivery reference if it is about a delivery. You can see the case status (open, in review, resolved, closed) and the team's resolution in the same place.

Recipients: contact the business that sent your delivery, who can raise a case with us.

Contact us by email at support@jastmile.com, or through the Help page in your JastMile account. Registered company name and address will be added before public launch.

How we handle cases

The JastMile team reviews cases, may contact the people involved, and records notes and a resolution. Safety cases are prioritised. We do not currently promise a fixed response time.

Complaints

If you are unhappy with how a case was handled, raise a new case with the category "Other" and say it is a complaint. We will review it again.