Carrier Compliance & Operations Schedules

1. Purpose of This Schedule

This Schedule sets the minimum insurance and verification standards required to access ShipSherpa.

ShipSherpa operates a trust-based logistics marketplace. Customers rely on the platform to connect them with suitable, lawful and properly insured transport providers. For that reason, access to ShipSherpa is conditional on clear evidence of identity, vehicle suitability, insurance and operational compliance.

This Schedule forms part of the ShipSherpa Carrier Network Participation Agreement.

2. Core Verification Principle

No person, vehicle or fleet may carry out Assignments through ShipSherpa unless ShipSherpa has approved them first.

The Operator must ensure that every driver, substitute, vehicle and fleet member used for a ShipSherpa Assignment has passed the required checks before any Goods are collected.

ShipSherpa may pause, restrict or remove access where verification is incomplete, expired, inconsistent, misleading or not suitable for the type of work being accepted.

3. Operator Verification Requirements

Each Operator may be required to provide:

• full legal name or company name;
• trading name, where different;
• company number, where applicable;
• VAT number, where applicable;
• registered office or trading address;
• contact email and phone number;
• bank account details for settlement;
• proof of identity for owner, director or account holder;
• proof of address;
• insurance documents;
• vehicle documents;
• driver details;
• any specialist licence, certificate or authority required for the work being performed.

ShipSherpa may request additional information where an Operator handles higher-risk, high-value, regulated, enterprise or specialist Assignments.

4. Driver Verification Requirements

Each driver or courier performing ShipSherpa work may be required to provide:

• proof of identity;
• driving licence details;
• DVLA check code;
• right-to-work or lawful business status information where relevant;
• current address;
• mobile number and email address;
• vehicle registration;
• insurance confirmation;
• declaration of driving bans, restrictions or serious convictions relevant to transport work;
• any required specialist training or carriage approval.

ShipSherpa may refuse approval where a driver cannot reasonably demonstrate that they are suitable to perform delivery work safely, lawfully and professionally.

5. Fleet Operator Checks

Fleet Operators must provide evidence that they control and manage their drivers and vehicles properly.

ShipSherpa may require:

• company registration details;
• director or owner identity checks;
• fleet insurance documents;
• goods in transit policy documents;
• public liability insurance;
• employer's liability insurance, where drivers are employed;
• vehicle list;
• driver list;
• driver onboarding process;
• internal safety and conduct process;
• accident and claims process;
• operator licence details where legally required;
• evidence that drivers are trained on ShipSherpa privacy, POD and customer conduct rules.

Fleet Operators remain fully responsible for the acts and omissions of their drivers, substitutes, employees and subcontractors.

6. Vehicle Approval

Each vehicle used on ShipSherpa must be suitable for the Assignment accepted.

ShipSherpa may require:

• vehicle registration number;
• vehicle make and model;
• vehicle category;
• MOT status where applicable;
• road tax status;
• insurance cover;
• photographs of the vehicle;
• load capacity information;
• evidence of tail lift, refrigeration, racking or specialist equipment where required.

The Operator must not use a smaller, unsuitable or unapproved vehicle where a Customer has selected a specific vehicle category.

7. Minimum Insurance Requirements

Unless ShipSherpa agrees otherwise in writing, the Operator must maintain the following insurance before accepting any Assignment:

8. Insurance Must Match the Job

The Operator must not accept an Assignment unless its insurance covers:

• the driver;
• the vehicle;
• the journey;
• the type of Goods;
• the Goods value;
• the territory of operation;
• any substitute or fleet driver;
• the vehicle class;
• any specialist carriage requirement.

The Operator is responsible for checking policy exclusions before accepting work.

9. Insurance Exclusions

The Operator must review its insurance policy carefully.

Some policies may exclude or limit cover for:

• jewellery;
• cash;
• alcohol;
• tobacco;
• electronics;
• fragile goods;
• antiques;
• artwork;
• medical goods;
• temperature-sensitive goods;
• hazardous goods;
• unattended vehicles;
• overnight storage;
• subcontracted drivers;
• incorrect vehicle use.

If Goods are excluded or may exceed the policy limit, the Operator must not accept the Assignment unless ShipSherpa confirms otherwise in writing.

10. Refresh Periods

ShipSherpa may require documents to be refreshed at the following intervals:

• insurance documents: at expiry or sooner if requested;
• DVLA check code: every 3 to 6 months, or as required;
• MOT status: at expiry or automatic check interval;
• vehicle tax: at expiry or automatic check interval;
• identity documents: where expired, unclear or disputed;
• right-to-work or lawful business documents: at expiry or where required;
• operator licence documents: at expiry or renewal;
• specialist certificates: at expiry or before specialist Assignments.

ShipSherpa may shorten refresh periods for higher-risk Operators, high-value work, enterprise accounts, claims history, fraud indicators or compliance concerns.

11. Ongoing Duty to Notify

The Operator must notify ShipSherpa immediately if:

• insurance is cancelled;
• insurance is reduced;
• insurance is refused or voided;
• a claim affects cover;
• a driver licence is suspended;
• a vehicle becomes unroadworthy;
• a vehicle is sold or replaced;
• a driver leaves the Operator;
• a substitute is no longer approved;
• a serious incident occurs;
• any document previously supplied becomes inaccurate.

Failure to notify ShipSherpa may result in immediate removal from the network.

12. Audit Rights

ShipSherpa may request updated compliance evidence at any time.

This may include:

• insurance certificates;
• policy schedules;
• vehicle details;
• driver details;
• proof of licence;
• proof of MOT;
• proof of tax;
• evidence of operator licence;
• accident records;
• claim records;
• evidence that fleet drivers have received ShipSherpa conduct and privacy rules.

Failure to provide requested evidence may result in access being paused or removed.

13. False or Misleading Documents

Providing false, edited, incomplete, expired, borrowed, invalid or misleading documents is a serious breach.

ShipSherpa may:

• remove access immediately;
• cancel live or future Assignments;
• withhold payment while investigating;
• recover losses;
• notify Customers, insurers or authorities where appropriate;
• refuse future network access.

14. Final Rule

If the Operator is not properly verified, insured and legally able to perform the Assignment, the Operator must not accept the job.

1. Purpose of This Schedule

This Schedule explains how operational charges, failed deliveries, waiting time, Customer deductions, Goods claims and POD disputes are handled on ShipSherpa.

ShipSherpa's aim is to keep the marketplace fair:

• Customers should only pay for services properly performed.
• Operators should be paid for genuine completed work.
• Disputes should be handled using evidence.
• False, poor or incomplete delivery data should not be rewarded.
• Damage, loss and failed delivery caused by Operator fault should sit with the responsible Operator.

2. Core Payment Principle

An Operator becomes eligible for payment when:

• the Assignment has been accepted;
• the Goods have been collected where required;
• the Assignment has been completed properly;
• valid POD has been submitted;
• no unresolved Customer dispute exists;
• no fraud, GPS, damage, loss or misdelivery concern is outstanding;
• the Operator has complied with the Carrier Network Participation Agreement.

Payment is not final until ShipSherpa has completed any reasonable verification, dispute or reconciliation checks.

3. Standard Assignment Fee

The standard Assignment fee will be shown, agreed or confirmed through the ShipSherpa platform.

The fee may be based on:

• vehicle type;
• mileage;
• urgency;
• collection and delivery window;
• Goods type;
• dedicated vehicle requirement;
• route complexity;
• Customer SLA;
• partner or enterprise pricing logic;
• any approved additional charge.

The Operator must decide whether the displayed fee works commercially before accepting the Assignment.

4. Waiting Time

Waiting time may be payable where the Operator is delayed at collection or delivery through no fault of its own.

Waiting time is only payable where:

• the Operator arrived at the correct location;
• the Operator arrived within the required time window;
• the delay was caused by the Customer, sender, recipient, warehouse, site or access condition;
• the Operator reported the delay through the platform or support channel;
• the Operator provided evidence where required.

ShipSherpa may set a free waiting period for each Assignment.

Suggested default structure:

• first 15 minutes: included;
• after 15 minutes: chargeable only if approved;
• charge rate: shown in the platform, rate card or Assignment notes.

ShipSherpa may reject waiting time where the Operator failed to report the delay promptly or caused the delay itself.

5. Parking, Tolls and Access Charges

Parking, tolls, congestion charges, clean air zone charges, ULEZ charges, ferry charges, bridge charges or site access charges may be reimbursed only where:

• they are unavoidable;
• they relate directly to the Assignment;
• they are reasonable;
• they are supported by evidence;
• they are permitted by the Assignment or approved by ShipSherpa.

The Operator should not assume that all charges will be reimbursed automatically.

6. Failed Collection

A failed collection may occur where:

• the Goods are not ready;
• the sender is unavailable;
• the collection address is incorrect;
• access is refused;
• the Goods are materially different from the Assignment description;
• the Goods are unsafe, unlawful or unsuitable for carriage;
• the Customer cancels after the Operator has attended.

A failed collection fee may be payable where the Operator:

• attended the correct location;
• arrived within the required window;
• reported the issue promptly;
• captured evidence where possible;
• followed ShipSherpa instructions.

No failed collection fee will be payable where the failure was caused by the Operator.

7. Failed Delivery

A failed delivery may occur where:

• the recipient is unavailable;
• access is refused;
• the delivery address is incorrect;
• the site is closed;
• the recipient refuses the Goods;
• the Goods cannot lawfully or safely be delivered;
• Customer instructions prevent completion.

Where failed delivery is not the Operator's fault, ShipSherpa may approve:

• failed delivery fee;
• return fee;
• redelivery fee;
• waiting time;
• additional mileage.

The Operator must not abandon Goods or leave Goods unattended unless ShipSherpa or the Customer clearly authorises this.

8. Failed Delivery Caused by Operator

No failed delivery fee will be payable where the failure is caused by the Operator, including:

• late arrival without valid reason;
• wrong address attended;
• unsuitable vehicle;
• no valid insurance;
• driver not contactable;
• unapproved substitute used;
• Goods damaged before delivery;
• Goods lost before delivery;
• POD not captured;
• refusal to follow reasonable delivery instructions;
• failure to communicate an issue promptly.

ShipSherpa may deduct or recover losses caused by the Operator.

9. Return to Sender

Where Goods cannot be delivered, ShipSherpa may instruct the Operator to return the Goods.

Return fees may be payable where:

• the failed delivery was not caused by the Operator;
• the Operator followed ShipSherpa instructions;
• the return journey was required and completed;
• valid proof of return was captured.

Return fees may be refused where the original failure was caused by Operator fault.

10. Redelivery

Redelivery may be treated as a separate Assignment or additional charge.

The Operator must not arrange private redelivery directly with the Customer outside ShipSherpa.

Any redelivery must be approved, recorded and completed through ShipSherpa.

11. Damage Claims

If Goods are alleged to be damaged, ShipSherpa may investigate.

The Operator must cooperate and provide:

• collection photos, if available;
• delivery photos;
• POD;
• driver statement;
• vehicle details;
• loading details;
• route information;
• insurance details;
• any messages with the Customer, sender or recipient.

The Operator may be liable where damage is caused by:

• careless handling;
• poor loading;
• failure to secure Goods;
• unsuitable vehicle;
• weather exposure;
• contamination;
• unauthorised handling;
• dropping, crushing or mishandling Goods;
• failure to report visible collection damage.

12. Loss Claims

A loss claim may arise where Goods are:

• missing;
• stolen;
• delivered to the wrong place;
• left without authorisation;
• handed to the wrong person;
• not returned after failed delivery;
• unaccounted for in the ShipSherpa evidence trail.

The Operator may be liable where loss is caused by its own fault, breach, negligence, false POD, poor security, misdelivery or unauthorised substitution.

13. Customer Deductions

ShipSherpa may deduct, withhold, reverse or recover sums from the Operator where a Customer deduction, refund, credit, claim, chargeback or loss is linked to:

• failed collection caused by Operator fault;
• failed delivery caused by Operator fault;
• late delivery caused by Operator fault;
• cargo damage;
• cargo loss;
• false POD;
• incomplete POD;
• GPS manipulation;
• privacy breach;
• customer complaint caused by misconduct;
• unauthorised substitution;
• failure to follow Assignment instructions.

ShipSherpa may also apply deductions where an insurer, payment processor, enterprise customer or partner carrier applies a valid deduction connected to Operator fault.

14. POD Disputes

A POD dispute may arise where:

• the recipient denies receiving the Goods;
• the POD photo is unclear;
• the location does not match the delivery address;
• the timestamp appears inconsistent;
• the signature is disputed;
• the Goods appear to be left in an unsafe place;
• the wrong recipient appears to have received the Goods;
• the Customer claims the job was not completed.

ShipSherpa will review the available evidence, which may include:

• GPS data;
• timestamp;
• delivery photo;
• signature;
• recipient name;
• driver notes;
• call or message logs;
• Customer evidence;
• collection evidence;
• route history.

The Operator may not be paid until the POD dispute is resolved.

15. False or Misleading POD

False, staged, duplicated, manipulated or misleading POD is a serious breach.

ShipSherpa may:

• refuse payment;
• recover previous payments;
• suspend access;
• remove the Operator permanently;
• notify the Customer;
• notify insurers or authorities where appropriate;
• take legal action.

16. Investigation Holds

ShipSherpa may place a temporary hold on payment where there is a reasonable need to investigate:

• customer complaint;
• Goods damage;
• Goods loss;
• failed delivery;
• false POD concern;
• GPS anomaly;
• suspected fraud;
• insurance issue;
• duplicate payment;
• chargeback;
• privacy breach;
• account misuse.

The hold will remain while ShipSherpa reviews the issue and determines the appropriate outcome.

17. Evidence Standards

The Operator should keep accurate records for each Assignment.

Useful evidence includes:

• arrival time;
• collection photo;
• delivery photo;
• POD;
• customer messages;
• support messages;
• parking receipts;
• toll receipts;
• vehicle issue evidence;
• incident notes.

Poor evidence may affect payment, claims handling and dispute outcomes.

18. No Private Settlement With Customers

The Operator must not privately agree compensation, refunds, discounts, redelivery, direct work or future services with a ShipSherpa Customer.

All issues must be handled through ShipSherpa.

19. Final Rule

ShipSherpa pays for properly completed, properly evidenced work.

Where the evidence is weak, false, disputed or affected by Operator fault, payment may be delayed, reduced, withheld or recovered.

1. Purpose of This Schedule

ShipSherpa is designed to support a wide range of same-day, scheduled, dedicated and specialist delivery work.

Some Goods carry additional legal, safety, insurance, security or handling risk.

This Schedule explains which Goods are prohibited, restricted or require prior approval before they can be carried through ShipSherpa.

The Operator must not accept any Assignment unless it is legally permitted, properly insured and practically able to carry the Goods safely.

2. Core Rule

If the Operator is unsure whether Goods are permitted, restricted, insured or safe to carry, the Operator must stop and contact ShipSherpa before collection.

The Operator must not rely on guesswork.

If Goods appear misdeclared, unsafe, unlawful, excessive in value, specialist, hazardous or outside insurance cover, the Operator must not proceed without ShipSherpa approval.

3. Fully Prohibited Goods

The following must not be knowingly carried through ShipSherpa unless ShipSherpa has expressly confirmed in writing that the specific Assignment is approved and lawful:

• illegal drugs;
• stolen goods;
• counterfeit goods;
• firearms;
• ammunition;
• explosives;
• weapons;
• offensive weapons;
• illegal tobacco;
• illegal alcohol;
• human remains;
• live animals;
• controlled substances without lawful authority;
• radioactive materials;
• illegal pornography or obscene material;
• goods connected to criminal activity;
• any item that cannot lawfully be transported in the United Kingdom.

If the Operator suspects Goods fall into this category, the Operator must notify ShipSherpa immediately and must not continue unless instructed lawfully.

4. Restricted Goods Requiring Prior Approval

The following Goods may only be carried where ShipSherpa has approved the Assignment and the Operator has suitable insurance, equipment, training and legal authority:

• high-value electronics;
• jewellery;
• watches;
• artwork;
• antiques;
• cash or negotiable instruments;
• alcohol;
• tobacco products;
• age-restricted goods;
• medical goods;
• pharmaceutical goods;
• biological samples;
• temperature-controlled goods;
• fragile freight;
• dangerous goods;
• chemicals;
• batteries or lithium battery products;
• liquids;
• glass;
• white goods;
• furniture;
• heavy or awkward items;
• confidential documents;
• secure commercial equipment;
• goods requiring two-person handling;
• goods requiring tail-lift, refrigeration, specialist restraint or secure chain of custody.

5. High-Value Goods

High-value Goods may include:

• jewellery;
• watches;
• high-end electronics;
• designer goods;
• artwork;
• antiques;
• specialist equipment;
• luxury retail items;
• high-value stock;
• confidential or commercially sensitive goods.

The Operator must not carry high-value Goods unless:

• the value is disclosed;
• the Operator's goods in transit insurance covers the value;
• the vehicle is suitable and secure;
• the Assignment has clear POD requirements;
• ShipSherpa has approved the carriage where required.

High-value Goods must not be left unattended unless expressly authorised.

6. Cash, Jewellery and Bullion

Cash, bullion, precious metals, high-value jewellery and negotiable instruments are not permitted unless ShipSherpa has given specific written approval and the Operator holds suitable specialist cover.

Standard goods in transit insurance may not cover these items.

The Operator must not assume cover exists.

7. Alcohol and Age-Restricted Goods

Alcohol or other age-restricted goods may only be carried where the Assignment is approved and lawful.

The Operator may be required to:

• verify age on delivery;
• follow Challenge 25 or equivalent process;
• refuse delivery where age cannot be verified;
• capture required evidence;
• follow Customer instructions;
• comply with licensing restrictions.

The Operator must not deliver age-restricted Goods to someone who appears underage or intoxicated, or where lawful verification cannot be completed.

8. Medical and Pharmaceutical Goods

Medical, pharmaceutical or healthcare-related Goods may require special handling.

The Operator must not carry these Goods unless the Assignment clearly permits it and the Operator is able to comply with all handling requirements.

Additional requirements may include:

• temperature control;
• secure custody;
• proof of handover;
• named recipient delivery;
• restricted access;
• clean vehicle conditions;
• no unauthorised stops;
• incident reporting;
• specialist insurance;
• sector-specific compliance.

The Operator must not treat medical Goods as ordinary parcels unless ShipSherpa confirms they can be carried that way.

9. Temperature-Controlled Goods

Temperature-controlled Goods may include:

• chilled food;
• frozen food;
• pharmaceuticals;
• medical samples;
• flowers;
• specialist retail goods;
• heat-sensitive items.

The Operator must not accept temperature-controlled work unless it has:

• suitable vehicle or equipment;
• correct temperature capability;
• ability to maintain required conditions;
• evidence or logs where required;
• insurance cover for temperature-related loss;
• approval from ShipSherpa.

If temperature control fails during the Assignment, the Operator must notify ShipSherpa immediately.

10. Fragile Goods

Fragile Goods may include:

• glass;
• ceramics;
• artwork;
• mirrors;
• lighting;
• electronics;
• furniture;
• display items;
• musical instruments;
• specialist retail goods.

The Operator must check that fragile Goods are packaged suitably before leaving collection where reasonably possible.

The Operator must:

• handle carefully;
• avoid stacking heavy items on top;
• secure items to prevent movement;
• protect against vibration or impact;
• report visible damage or poor packaging before transit;
• capture evidence where required.

If packaging appears inadequate, the Operator must notify ShipSherpa before proceeding.

11. Dangerous Goods and ADR

Dangerous Goods may include substances or articles that present risk to people, property or the environment.

This may include:

• flammable liquids;
• gases;
• corrosive substances;
• toxic substances;
• oxidisers;
• explosives;
• aerosols;
• certain batteries;
• chemicals;
• paints, solvents or adhesives;
• biological substances;
• regulated waste.

The Operator must not carry dangerous goods requiring ADR compliance unless:

• the Assignment clearly identifies the goods;
• the Operator has the required ADR training or exemption;
• the vehicle is suitable;
• documentation is correct;
• insurance covers the carriage;
• ShipSherpa has approved the Assignment.

If the Operator suspects Goods are dangerous but not declared, the Operator must stop and contact ShipSherpa.

12. Lithium Batteries and Electrical Goods

Lithium batteries and electrical goods may carry fire or transport restrictions.

The Operator must not carry large quantities, damaged batteries, loose batteries or specialist battery freight unless approved.

The Operator should report:

• damaged packaging;
• swelling batteries;
• leaking batteries;
• heat, smoke or unusual smell;
• unclear labelling;
• large battery consignments.

13. Heavy, Oversized or Awkward Goods

The Operator must only accept heavy, oversized or awkward Goods where:

• the vehicle is suitable;
• the driver can load and unload safely;
• required equipment is available;
• two-person handling is arranged where needed;
• site access is practical;
• the Assignment description matches the Goods.

The Operator must not attempt unsafe lifting or loading.

If Goods are materially different from the Assignment description, the Operator must notify ShipSherpa before moving them.

14. Furniture, Mattresses and Bulky Retail Goods

Bulky retail Goods may require extra care.

For items such as furniture, mattresses, bed frames, appliances or large boxed products, the Operator must consider:

• vehicle size;
• clean load space;
• protection from dirt or weather;
• safe lifting;
• property damage risk;
• access restrictions;
• whether room-of-choice delivery is included or excluded;
• whether packaging removal is included or excluded.

Unless expressly stated, ShipSherpa delivery does not include assembly, installation, packaging removal or room-of-choice service.

15. Confidential Documents and Secure Items

Confidential documents, business records, legal papers, financial documents or secure equipment may require controlled handling.

The Operator must:

• keep the Goods secure;
• avoid unnecessary stops;
• deliver only to the named recipient or authorised location;
• capture required handover proof;
• not inspect, copy, photograph or discuss the contents.

16. Food and Perishable Goods

Food, flowers and perishable Goods may only be carried where the vehicle, timing and conditions are suitable.

The Operator must not accept perishable work where:

• delivery timing cannot be met;
• temperature requirements cannot be maintained;
• the vehicle is unsuitable;
• packaging is leaking, damaged or contaminated;
• insurance excludes the Goods.

17. Misdeclared Goods

If the Goods at collection are different from the Assignment description, the Operator must report this before proceeding.

Examples include:

• higher value than stated;
• heavier than stated;
• larger than stated;
• fragile when not declared;
• hazardous when not declared;
• temperature-controlled when not declared;
• multiple items instead of one item;
• specialist handling required but not stated.

ShipSherpa may cancel, reprice, reassign or approve the Assignment based on the correct information.

18. Operator Responsibility Before Collection

Before leaving the collection point, the Operator should check where reasonably possible:

• Goods appear to match the Assignment;
• packaging is adequate;
• Goods are safe to carry;
• Goods fit the vehicle;
• Goods are not obviously restricted or prohibited;
• any visible damage is reported;
• the required handling method is achievable.

The Operator is not expected to open sealed packages unless authorised, but must report obvious external concerns.

19. Chain of Custody

For sensitive, high-value, confidential or specialist Goods, ShipSherpa may require enhanced chain-of-custody controls.

This may include:

• proof of collection;
• named handover;
• GPS tracking;
• timestamped photos;
• no unattended vehicle;
• direct route requirement;
• no co-loading;
• no unauthorised stops;
• secure storage;
• proof of return where delivery fails.

The Operator must follow any enhanced controls shown in the Assignment.

20. Right to Refuse or Stop Carriage

The Operator must refuse or stop carriage where it reasonably believes:

• the Goods are unlawful;
• the Goods are dangerous;
• the Goods are not insured;
• the Goods are misdeclared;
• the Goods are unsafe to load;
• the vehicle is unsuitable;
• the Assignment cannot be completed legally or safely;
• the Goods require approval that has not been given.

The Operator must notify ShipSherpa immediately.

21. Final Rule

Do not carry what you are not authorised, insured, equipped or competent to carry.

When in doubt, stop and check with ShipSherpa before moving the Goods.