Terms of Service

Mule-it is a marketplace platform that connects individuals who need items collected and delivered ("senders") with independent drivers who have suitable vehicles and wish to earn money completing deliveries ("drivers"). Mule-it is not a delivery company. We do not employ drivers, own vehicles, or take physical possession of items at any point.

Drivers are independent contractors. The contract for each delivery is formed directly between the sender and the driver. Mule-it facilitates the introduction, payment escrow, and proof of delivery — we are not a party to the delivery contract itself.

• You must be at least 18 years old to use the platform
• You must be resident in the United Kingdom
• Drivers must hold a valid full UK driving licence appropriate for the vehicle type registered
• Drivers must have valid motor insurance covering hire-and-reward or commercial delivery use
• You must provide accurate, complete, and current information when registering

We reserve the right to suspend or terminate accounts that do not meet these requirements or that provide false information.

Posting a job. When you post a job you confirm that you own or have lawful authority to arrange delivery of the item, and that your description of its size, weight, and contents is accurate.

Prohibited items. You must not send: cash, negotiable instruments, illegal goods, controlled substances, weapons, hazardous materials, live animals, human remains, items subject to export controls, or any item whose transport is prohibited by UK law. Mule-it may remove jobs and suspend accounts where prohibited items are suspected.

Payment. When you accept a driver's bid, your payment is charged and held in escrow by Stripe. Funds are released to the driver only after delivery is confirmed. You pay only the driver's agreed bid amount — Mule-it does not charge senders a platform fee.

Cancellations. If you cancel after a bid has been accepted and the driver has already commenced travel to your collection point, a cancellation fee up to the agreed bid amount may apply at our discretion.

Disputes. If a delivery is not completed or the item arrives damaged, contact us at hello@mule-it.co within 48 hours. We will review GPS records, delivery photos, and handover logs to determine the appropriate resolution, including refunds where warranted.

Verification. Drivers must complete identity and licence verification before accessing the job feed. Approval is at our sole discretion. We may request additional documentation at any time.

Independent contractor status. You are an independent contractor, not an employee, worker, or agent of Mule-it. You are responsible for your own tax obligations (including income tax and National Insurance), insurance, vehicle maintenance, and compliance with all applicable laws.

Insurance. You must hold valid motor insurance covering hire-and-reward or commercial delivery use for every vehicle you use on the platform. Using a vehicle without appropriate insurance is your sole responsibility and may result in immediate account termination.

Completing jobs. By accepting a job you enter into a contract with the sender to collect and deliver the item as described and within the agreed timeframe. You must complete jobs you accept unless genuinely prevented by circumstances outside your control.

Delivery window. Mule-it operates on a timeframe model — you provide the sender with an estimated delivery window. We do not offer live parcel tracking. Senders receive confirmation once delivery is complete.

Proof of delivery. You must photograph the item at collection and at drop-off. You consent to GPS location data being captured at both points, used solely for job verification and dispute resolution.

Earnings and payouts. Your earnings (the agreed bid amount minus the 15% platform service fee) are credited upon confirmed delivery and paid out to your registered bank account within 2–7 business days.

• Senders: no platform fee — you pay only the driver's agreed bid amount
• Drivers: 15% platform service fee deducted from each job's bid amount before payout
• Example: a £100 bid earns the driver £85 net. The sender pays £100.
• Fees may be updated with 30 days' notice to registered users

You must not:

• Use the platform for any unlawful purpose
• Arrange payments directly with the other party to circumvent Mule-it fees
• Harass, threaten, or abuse other users
• Submit false or misleading job descriptions or driver profiles
• Manipulate the platform's GPS verification or handover code system
• Create multiple accounts or share your account
• Reverse-engineer, scrape, or copy any part of the platform

Mule-it is a marketplace intermediary. To the fullest extent permitted by UK law:

• We are not liable for loss, damage, or theft of items during transit — this is a matter between sender and driver
• We are not liable for a driver's failure to complete a job, arrive within the agreed window, or handle items with care
• Our total liability to you is limited to the fees paid by you to Mule-it in the 3 months preceding the claim
• We are not liable for indirect, consequential, or special losses, including loss of profit or data

Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

All intellectual property in the Mule-it platform — including the brand, logo, software, and content — belongs to Mule-it Ltd. You may not reproduce, distribute, or create derivative works without our written consent.

By uploading photos or other content to the platform, you grant Mule-it a non-exclusive, royalty-free licence to use that content for the purposes of operating and improving the platform.

You may close your account at any time by contacting hello@mule-it.co. Pending jobs must be completed or cancelled first.

We may suspend or terminate your account immediately and without notice if you breach these Terms, engage in fraud or illegal activity, or if we are required to do so by law. Unpaid driver earnings will be paid out within 14 business days of termination, subject to verification.

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Before commencing legal proceedings, please contact us at hello@mule-it.co to attempt informal resolution. We will respond within 10 business days.

We may update these Terms from time to time. We will give you at least 14 days' notice of material changes by email. Continued use of the platform after the effective date constitutes your acceptance of the updated Terms.