Terms & Conditions

Ts&Cs

My Runner – Legal InformationWelcome to My Runner. This page brings together our Terms & Conditions, Privacy Policy, and Refunds & Service Policy so everything is clear in one place.
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Terms & Conditions
Privacy Policy
Refunds & Service Policy
Company Information
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1. Terms & Conditions
1.1 What We Do
• We provide instant delivery, errands, and shopping services across London.
• Customers can send us a shopping list and join live via WhatsApp or video for item selection.
• We coordinate services — providers (runners, drivers, cleaners) are independent contractors.
• We act as the trusted bridge between you and them.
1.2 Payments
• You pay My Runner in advance.
• Payments are made to My Runner for the full coordination service.We disburse funds internally to independent providers and retain our admin fee.
•My runner is not a payment service or escrow provider.
• Admin fees are non-refundable once the service starts.
1.3 Using Our Service
• Place an order by WhatsApp with pickup details, instructions, and shopping list.
• Stay available for live communication (WhatsApp/video).
• Relax while the provider completes the task.
1.4 Customer Responsibilities
• Provide clear instructions and safe, legal requests.
• Ensure you are available at pickup/delivery points.
• Approve purchases during live communication when shopping.
• Do not use the service for illegal, unsafe, or restricted items.
•You must be at least 18 years old and legally able to enter into binding contracts.
•You waive your right to a 14 day cancellation period under UK consumer law once the service is fully performed at your request.
•You consent to the use of WhatsApp and live video for the coordination, and acknowledge the hear tools are third-party platforms.
1.5 Independent Providers
• All providers are independent contractors.
• My Runner coordinates only and does not employ or supervise them directly.
• We are not liable for delays, damages, or no-shows by providers, though we will help mediate disputes.
•We act solely as a coordinator platform, facilitating connections between customers and independent providers. We are not agents, representatives, or employers of providers.
1.6 Cancellations
• Before a provider is assigned: full refund (including admin fee).
• After assignment but before service starts: partial refund (provider costs deducted, admin fee may be retained).
• Once service has started: refunds only if not completed due to our or the provider’s fault.
1.7 Liability
• Our total liability is limited to the amount you paid for the service.
• We are not liable for indirect losses (e.g., loss of profit, business, or opportunities).
• Nothing limits liability for fraud, personal injury, or any rights that cannot be excluded under UK law.
•We do not provide insurance for items or services carries out. Customers are responsible for obtaining their own insurance where appropriate.
1.8 Governing Law
• These Terms are governed by the laws of England & Wales.
• Disputes are subject to the courts of London, UK.
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2. Privacy Policy
2.1 Data We Collect
• Contact details: name, phone, WhatsApp, email.
• Service details: shopping list, pickup/delivery addresses, instructions.
• Communications: WhatsApp chats, live video (if used), photos for service confirmation.
• Payment details: amounts paid, admin fee, transfer records.
2.2 How We Use Data
• To coordinate and deliver services with providers.
• To maintain live contact during services.
• To process payments and keep proper accounts.
• To resolve disputes and manage refunds.
• To comply with legal/tax requirements.
2.3 Legal Bases (UK GDPR)
• Contract – to deliver the service you request.
• Legal obligation – to meet tax/accounting requirements.
• Legitimate interests – to manage bookings and resolve disputes.
• Consent – if you opt-in to marketing (none without consent).
2.4 Retention
• Order/payment records: 6 years.
• Messages/photos: normally deleted after 12 months unless linked to disputes.
• Marketing preferences: until you unsubscribe.
2.5 Your Rights
• Access, correction, or deletion of your data.
• Restrict or object to processing.
• Withdraw consent to marketing.
Contact us at [email protected] to exercise these rights.
2.6 Security
• We use reasonable safeguards.
• WhatsApp and video calls are third-party apps with their own privacy terms.
•By using WhatsApp or Video services, you confirm to communication on these platforms.
We do not record or store video calls unless expressly agreed.
2.7 Complaints
• If unhappy, contact us first.
• You may also contact the ICO (Information Commissioner’s Office): www.ico.org.uk
•You can raise complaints with your local trading standards office or citizens advice bureau.
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3. Refunds & Service Policy
3.1 Payments & Funds Handling
• You pay My Runner. Payments are made to My Runner as the sole billing party. We coordinate services and internally disburse funds to the independent providers.
• Admin fees are non-refundable once a service begins.
3.2 Refunds
• Before assignment: full refund.
• After assignment: partial refund (provider costs may be deducted).
• Once service begins: refunds only if the service is not completed due to our or the provider’s fault.
• Refunds processed within 7 working days.
3.3 Exclusions
Refunds will not be given for:
• Change of mind after shopping has started.
• Items unavailable or out of stock (substitutions can be approved live).
• Delays caused by traffic, weather, or external events beyond our control.
•Refunds and not provided for services lawfully completed based on real-time instructions, Including substitutions or changes during live video shopping.
3.4 Disputes
• Raise concerns immediately via WhatsApp or email.
• We will mediate between you and the provider fairly.
• Refund or credit decisions are at our discretion.
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4. Company Information
My Runner is a trading name of:
MKL Properties & Finance Ltd
Company No: 15890534
Registered Office: M K L House, 242 Archway Road, London, England, N6 5AX
Status: Active private limited company, incorporated 12 August 2024.
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5. Contact Us
Have questions or issues? Contact us:
📧 Email: [email protected]
📞 Phone: +44 7831 687577
6. Legal & Compliance Notes
• You must be over 18 and able to enter contracts.
• By requesting service to start immediately, you waive your right to a 14-day cancellation under UK law once the service is complete.
• My Runner does not insure any goods or services.
• Restricted goods (e.g. alcohol, tobacco, prescription drugs, weapons) will not be accepted.
• Payments are made to My Runner for the full service. We pay subcontractors as part of our internal arrangement.
• We are not a payment service or escrow provider.
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• By using My Runner, you confirm you have read, understood, and agree to these combined Terms, Privacy, and Refunds & Service Policies.