Terms & Conditions

1. Who we are and what JastMile is

JastMile is a hyperlocal delivery platform. It connects local businesses that already have an order or package to deliver nearby with approved walkers who collect it on foot from the business and walk it to the recipient.

JastMile is a delivery service only. We do not sell, own, buy or take title to the goods being delivered, and we are not a marketplace. The sale (if any) is between the business and its customer.

2. Definitions

Business (or Sender): an approved organisation that requests deliveries. Walker: an approved individual who performs deliveries on foot. Recipient: the person a package is delivered to; recipients do not need a JastMile account. Delivery: one request from one pickup point to one drop-off point. Collection code: a short code the business gives the walker at pickup. Delivery PIN: a 4-digit code the recipient gives the walker at the door.

3. Eligibility and accounts

You must provide accurate information and keep it up to date. You can sign in with email and password or with Google. You are responsible for keeping your sign-in details secure and for activity on your account. Tell us through the Help page if you think your account has been misused.

Business and Walker accounts are reviewed by JastMile before they can be used. We may approve, reject or suspend an application or account (see section 14).

4. Service area and distance

Deliveries are only offered within active JastMile service areas (currently Leicester) and only where the pickup-to-drop-off distance is within the maximum delivery distance set by JastMile (currently 1 mile).

During the pilot, distances are estimated from the straight-line distance between the two points multiplied by a route factor. They are not a measured street-by-street walking route. Near the limit we may decline or ask to verify a request.

5. Availability, acceptance and timing

Walkers choose when they are online. We show live availability based on approved walkers who are online, have a recent location and are near the pickup, but we cannot guarantee that a walker will be available or will accept any request. If no walker is available, the request cannot be placed.

Any arrival or delivery time shown is an estimate only. We do not guarantee delivery within any particular time.

6. How a delivery works

The business enters pickup, recipient, drop-off and package details. JastMile calculates the price; it cannot be set by the business or the walker. When a walker accepts, they walk to the pickup, take a photo of the package and enter the collection code shown to the business. They then walk to the recipient, take a photo at the door and enter the recipient's 4-digit delivery PIN.

The recipient receives a private tracking link (shared by the business by WhatsApp, text or otherwise). The business can also see the PIN as a backup, so the walker can confirm it with the business if the recipient does not have it.

In exceptional cases an authorised JastMile administrator may complete a delivery without the PIN (for example where the recipient confirmed receipt through support). This is recorded with the administrator, the reason and the time, and is never recorded as a normal PIN verification.

7. Photos and records

Collection and drop-off photos are required and are kept as delivery evidence. They are private: only the business that requested the delivery, the assigned walker and JastMile administrators can view them, through short-lived private links. We keep a record of each delivery's status changes, codes entered (including failed attempts) and times.

8. Responsibilities

Businesses must give accurate pickup, recipient and package information, prepare packages so they are safe to carry on foot, and only send permitted items (see the Prohibited Items Policy). Walkers must follow the Walker Terms and Safety Policy. Recipients should provide the delivery PIN to the walker and must not misuse the tracking link.

9. Charges and payment

Each delivery's price is calculated by JastMile from the service area's pricing rules and shown before you request it. A pricing snapshot is stored with the delivery. During the pilot, in-app card payment is not available: deliveries are marked "Invoice pending" and are invoiced to the business separately.

Walker earnings are calculated separately from the business price and are recorded as pending until paid out manually.

10. Cancellations, failed deliveries and refunds

See the Cancellation & Refund Policy. In summary: requests can be cancelled before collection; after collection a problem becomes a support case and is handled by JastMile rather than being cancelled automatically.

11. Support, complaints and safety

Businesses and walkers can raise a support case from the Help page, linked to a delivery where relevant. See the Support & Complaints Policy and the Safety Policy. JastMile support is not an emergency service, in an emergency call 999.

12. Acceptable use

You must not misuse JastMile, including by giving false information, guessing codes or PINs, sending prohibited items, harassing anyone, interfering with the platform's security, or using another person's account.

13. Liability

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or fraud.

Further provisions on loss of or damage to packages and any limits on liability will be set out here following legal review.

14. Suspension and termination

We may suspend or close an account where we reasonably believe it has been used in breach of these terms, for fraud or misuse, or for safety reasons. Where we reject or suspend an account we record the reason. You can stop using JastMile at any time and ask us to close your account through the Help page.

15. Third-party services, intellectual property and availability

JastMile relies on third-party services, including hosting and database services, Google sign-in (if you choose it), postcode lookup (postcodes.io) and your own device's WhatsApp, messaging and phone apps when you use share or call buttons. The JastMile name, software and content belong to us. We aim to keep the platform available but it may be interrupted for maintenance or reasons outside our control.

16. Privacy

How we use personal data is explained in the Privacy Policy.

17. Changes to these terms

We may update these terms. If a change is material we will ask you to accept the new version before you continue using your account. Each version is numbered and dated.

18. Governing law and contact

These terms are governed by the law of England and Wales.

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.