Published 23 October 2026 · Version nexus-deliverate-20261023-v2

Customer terms and conditions

For Nexus and Deliverate collection, delivery and supplier-return bookings. Read these terms with your itemised quote and booking confirmation. They apply when incorporated into your booking; publishing a new version does not change an existing booking or authorise a new card charge.

1. Who you are booking with

Deliverate is operated by The Home Delivery Guys Ltd, company number 16452140. Nexus delivery services are operated by Nexus Delivery Team Ltd, company number 16336562. Both companies are registered in England and Wales, with registered offices at 20 Wenlock Road, London, N1 7GU. Your quote and confirmation identify the supplier of your service and who receives each payment.

For a customer-posted Deliverate job, Deliverate provides the marketplace and booking service and the selected courier supplies the transport. For a prepaid Deliverate supplier return, The Home Delivery Guys Ltd takes the transport payment and arranges an allocated courier. For a Nexus-managed booking, Nexus remains your operational contact when an allocated driver performs the work.

If a retailer or another merchant arranged and paid for your delivery, their agreement with you continues to apply. Receiving a delivery or opening its tracking page does not make you responsible for the merchant’s charges or give permission to charge your card.

Scope of the cancellation and reattendance policies

• Independent-courier marketplace bookings: our refund policy covers only the Deliverate booking fee and additional services paid to Deliverate. The courier’s transport charge, including any balance paid directly to the courier, is outside our refund and automatic recharge system. We do not automatically collect a failed-attendance transport charge on the courier’s behalf.
• Deliverate-generated jobs, including supplier returns: the cancellation and reattendance rules cover the transport service booked with Deliverate and the payments collected by Deliverate.
• Nexus-operated jobs: the rules cover the Nexus transport service and its identified payer when these terms are included in the booking or applicable merchant agreement. Using Nexus software, tracking or notifications alone does not bring another business’s job or payment under these rules.

A delivery recipient is not assumed to be the payer. Existing bookings keep their recorded terms; existing merchant agreements and mandatory legal rights take priority. We do not apply these rules to unrelated subscriptions, third-party services, or money collected directly by a driver.

2. Booking and payment

Posting a request or receiving a quote does not itself confirm a booking. Check the items, addresses, access requirements, crew, dates, included services and full price before accepting.

• Customer-posted jobs: choose a courier and pay the displayed booking fee and any selected additional services upfront. The courier’s agreed transport balance is paid directly to the courier on completion, as shown in the booking.
• Prepaid supplier returns: pay the full displayed price upfront. A courier is allocated after successful payment. You do not pay that transport charge again to the driver.
• Nexus-managed or merchant bookings: the payer and payment arrangements are those stated in the quote, order or merchant agreement.

The checkout shows applicable VAT, fuel and optional services before payment. Extra work or a change of scope requires an explained and agreed price before it is carried out. A paid booking keeps its recorded price; later changes to daily fuel rates do not reprice it.

Keep your confirmation and payment receipt. If payment is being checked, do not pay a second time; contact support with your booking reference.

3. Collection arrangements and your responsibilities

Provide accurate item quantities, packed dimensions, weight, full addresses and contact details. Tell us about stairs, restricted access, parking, fragile items and any handling or crew requirements before booking. Goods must be appropriately protected and ready for the agreed collection, with safe access and an available collection and delivery contact.

A requested date is subject to confirmation. We confirm the collection appointment and advise you of changes. Route estimates and live arrival estimates can change with traffic and preceding jobs. Contact us promptly if the agreed arrangements no longer work.

The driver may stop unsafe work and must report the reason. A problem does not by itself establish that you caused it or that a charge is payable; we review the circumstances and supporting evidence.

4. Supplier returns

Obtain the retailer’s approval, return reference, correct receiving address, deadline and packaging conditions before booking. A showroom or head office may not accept returns. One fixed-price return booking covers the collection and receiving addresses shown; a different receiving address requires a separate booking.

Deliverate’s transport service does not decide whether your retailer accepts the goods or issues a refund. For faulty, damaged or incorrect goods, contact the retailer about its remedy before buying separate return transport. Retailer eligibility rules do not remove your statutory rights.

5. If you cancel

Tell us through your booking account or the support contacts below, giving your booking reference. We use when we receive your cancellation and the confirmed collection time, in the booking’s stated time zone. The standard refund bands below apply only to the eligible payment described in the scope above, not automatically to the whole job value:

Exactly 48 hours falls in the full-refund band; exactly 24 hours falls in the 50% band. These are elapsed hours, rather than calendar-day cut-offs. If only a date or an unconfirmed collection window is recorded, contact support: we will explain the calculation before applying a time-based deduction.

These bands do not permit us to retain more than the reasonable loss caused by your cancellation. We take account of costs saved, unused services and replacement work, and take reasonable steps to reduce the loss. Your refund may therefore be higher. We provide an itemised calculation showing the treatment of transport, fuel, booking fees, unused extras and applicable VAT. Statutory cancellation and refund rights take priority.

Refunds relate to payments actually made. A transport balance that you have not yet paid to the courier is not money held by Deliverate to refund. These terms alone do not authorise us to debit an unpaid transport balance or cancellation charge from a saved card. Contact support to resolve payments made directly to a courier.

We confirm any refund and its processing status. Refunds of payments collected through Stripe are returned through the original payment method where available. If that is not possible, we agree a suitable alternative with you.

Statutory cooling-off rights

Where the statutory right to cancel a distance service contract applies, you can cancel without giving a reason within 14 days after the contract is made. Tell the relevant supplier clearly before that period ends; you do not have to use a particular form. Transport of goods contracted for a specific date or period can be exempt from this right. We do not assume that an unconfirmed date request removes it.

If you expressly ask for a service to start during a statutory cancellation period, any permitted charge on cancellation is proportionate to the service already provided. Loss of that cancellation right on full performance requires the consent and acknowledgement required by law. Where a statutory cancellation refund is due, it is processed within the applicable legal deadline, normally 14 days after we are informed.

6. Failed collection or delivery and reattendance

For a Deliverate-generated or Nexus-operated job within the scope above, when an agreed collection or delivery attempt fails because of a customer-side problem, such as goods not being ready, unavailable access or an absent collection or delivery contact, the reattendance fee is 50% of the original transport base charge, plus applicable VAT, with no additional fuel surcharge. The base excludes the original fuel surcharge and VAT; the itemised booking identifies the transport and crew charges used.

For example, a £100 transport base gives a £50 reattendance fee before applicable VAT. This is not 50% of a total that already includes fuel.

There is no customer reattendance fee where the driver caused the failure, including cancellation by the driver or attendance outside the agreed arrangements without your agreement. We record the reason and evidence and explain any proposed fee. The amount cannot exceed the reasonable loss caused, and we do not recover the same loss twice through cancellation and failed-attempt charges.

A failed attempt does not mean the goods were delivered. We agree the next collection or delivery arrangements with you. Any further fee for a separate attempt must be explained; one incident must not be charged more than once.

7. Stripe and permission for a later payment

Stripe processes card payments securely. For an eligible Deliverate-generated or Nexus-operated job, where we offer payment of a reattendance fee using your saved card, we ask separately for your express permission to save that payment method and use it for the disclosed purpose. Paying for the original booking, accepting general terms or having a card on file does not, by itself, provide that permission.

The permission identifies the charging business, the booking, how the fee is calculated and the circumstances in which it may be collected. Following a documented customer-caused failed attempt, we notify you of the reason and amount before requesting that payment. We keep the permission and associated booking record and provide confirmation and a receipt for a successful payment.

If your bank requires approval or the payment cannot be completed, we ask you to complete it through a secure payment page. An unsuccessful payment attempt is not proof that you paid. Contact support if the incident or amount is wrong, or if you want to withdraw permission for future saved-card charges. Withdrawing permission does not itself cancel a valid amount already owed.

8. If the driver cancels or we cannot fulfil the booking

We notify you and prioritise replacement transport, aiming to fulfil the affected collection or delivery within 48 hours of the driver’s cancellation. We agree a replacement appointment with you. The 48 hours is a recovery target, not a guaranteed appointment, and does not remove your rights if the service cannot be provided as agreed.

No reattendance fee applies for the driver’s cancellation. If no courier can be allocated or the agreed service cannot be provided, contact us to arrange a suitable remedy, including any refund due for the unprovided service. We do not treat our or the driver’s cancellation as your cancellation under the customer refund bands.

9. Tracking, messages and delivery evidence

Your booking identifies the tracking, proof-of-delivery and notification services included or purchased for that job. A driver’s subscription ending does not remove the services already purchased for your booking or your access to retained booking records, subject to the privacy notice and applicable retention requirements.

Nexus-managed merchant communications remain Nexus-branded, including when an allocated courier performs the work. Deliverate communications use the Deliverate brand. Photographs, recipient details and signatures help record the collection or delivery outcome. A signature is not a waiver of your rights to report damage, loss or poor service.

Live tracking is for the active job. Information is shared with the people and service providers who need it to arrange, perform and support the booking. See the privacy notice. Service notifications are separate from optional marketing.

10. Problems, complaints and your rights

Report missing goods, damage, a disputed charge or service problems promptly with your booking reference and any photographs or other evidence. We review the circumstances and explain our response. Reporting a problem later does not automatically remove your legal rights.

Services must be provided with reasonable care and skill. Nothing in these terms excludes liability that cannot lawfully be excluded, including for fraud or death or personal injury caused by negligence. Your statutory remedies, including applicable rights to repeat performance, a price reduction or a refund, remain available.

Contact Deliverate support for Deliverate bookings or Nexus support for Nexus-managed bookings. You can also write to the relevant company at the registered office above. Include your booking reference and preferred contact details; never send full card details or passwords.

If you are unhappy with the response, ask for a further review and the available complaint-resolution options. These terms do not require you to give up access to a court or any protections that apply where you live.

Permanent link to this version · Privacy notice