Last updated 3 August 2026
The full agreement for independent drivers and courier businesses carrying work sourced through ShipSherpa.
These terms bind every independent driver, sole trader, courier business and subcontract carrier that registers for, or accepts work through, the ShipSherpa platform.
Part 1
This agreement is made between Ship Sherpa Limited and the independent courier, fleet operator, subcontract carrier or transport business accessing the Platform. By registering, accessing the Platform or accepting Assignments, the Operator agrees to these terms.
ShipSherpa operates a technology marketplace connecting Customers with independent transport providers for same-day, scheduled, return, multi-drop and specialist delivery services.
Assignment means any delivery or transport task made available through the Platform.
Customer means any person or organisation requesting services.
Goods means any parcel, package, pallet, freight or item transported.
Platform means ShipSherpa software, apps, dashboards and APIs.
For these Terms:
“Operator” means the registered independent courier, sole trader, fleet entity or transport business using the platform.
“Assignment” means any delivery, collection, route, scheduled transport movement, return, freight leg or future multimodal transport task surfaced through the platform.
“Network Tools” means the ShipSherpa application layer, web dashboards, APIs, pricing engine, route logic, proof-of-delivery stack, geolocation systems, customer messaging interfaces and connected third-party partner systems.
“Verified Personnel” means any substitute, employed driver, fleet member or subcontracted courier approved for use by the Operator.
ShipSherpa provides marketplace technology and workflow services only unless expressly agreed otherwise in writing. ShipSherpa does not normally take possession of Goods and is not generally the carrier-of-record.
ShipSherpa provides access to software systems that:
ShipSherpa does not itself undertake carriage as employer of the Operator, and does not direct the Operator's day-to-day execution methods.
The platform's role is limited to technology orchestration, workflow integrity and payment settlement support.
Operators act as independent businesses. Nothing in this agreement creates employment, worker status, partnership, agency or exclusivity.
These Terms establish the basis upon which an independent transport operator may access digital workflow tools made available by Ship Sherpa Limited for the purpose of sourcing and performing logistics opportunities.
The contractual model is a technology-enabled marketplace access arrangement under which independently operating courier businesses, sole traders, fleet businesses and subcontract transport providers may elect to make themselves available for opportunities surfaced through ShipSherpa systems.
The relationship is strictly one of independent business-to-platform participation.
Nothing in this framework is intended to create, and shall not be interpreted as creating:
The Operator accesses the platform solely as an independent commercial undertaking.
The Operator retains complete discretion over:
There are no:
Failure to accept opportunities, without more, shall not itself amount to misconduct or trigger disciplinary-style treatment.
The Operator acknowledges that access to ShipSherpa is only one channel through which it may obtain logistics work.
The Operator remains solely responsible for:
The Operator warrants that it actively manages its business as an independent profit-and-loss enterprise bearing genuine upside and downside risk.
This commercial risk allocation is fundamental to the parties' legal status.
Once an Assignment is accepted, the Operator alone controls the means of performance, including:
ShipSherpa specifies only the required customer outcome, collection parameters and service data fields.
No provision of the platform should be interpreted as managerial supervision over how the Operator performs the transport activity itself.
Operators must complete onboarding checks and provide accurate identity, licensing, insurance, banking and vehicle information.
Access rights are conditional on the Operator maintaining all documents and permissions required for lawful transport activity, including where relevant:
ShipSherpa may impose documentary refresh cycles, automated reverification triggers, biometric checks and API-based compliance checks.
Failure to satisfy any verification gateway may result in immediate access restriction.
All vehicles must be roadworthy, legally compliant, insured and suitable for the Assignment. Drivers must hold valid licences and legal working status.
The Operator may fulfil Assignments through Verified Personnel, including:
All such persons must first pass ShipSherpa's onboarding controls.
The registered Operator remains fully responsible for:
This right of substitution is a core structural element of the independent contractor model.
Operators must maintain appropriate motor, hire and reward, goods in transit and public liability insurance at all times.
Operators remain free to accept, reject or ignore Assignments. Acceptance creates obligations only for that specific Assignment.
Each Assignment is presented using dynamic variables including:
Acceptance is the Operator's independent commercial election.
By accepting, the Operator confirms it has independently assessed:
Operators must perform Assignments professionally, lawfully and safely while complying with reasonable customer instructions.
Operators must provide accurate proof of delivery and collection records. False or manipulated POD constitutes a serious breach.
During active Assignments, the Operator must maintain all required workflow signals necessary for platform integrity, including where technically available:
These systems exist solely for:
No persistent tracking is required outside active accepted Assignments.
Operators are responsible for the safe custody, loading, transport and delivery of Goods from collection until lawful delivery.
Operators must not knowingly carry prohibited or dangerous Goods without lawful authority, specialist training and proper insurance.
ShipSherpa may impose additional controls for luxury, pharmaceutical, confidential or high-value cargo.
Operators must promptly report delays, breakdowns, accidents, failed deliveries, thefts or damaged Goods.
Claims relating to loss, damage or service failures must be supported by evidence reasonably requested by ShipSherpa. Operators must cooperate with investigations and insurer requests.
Assignment payments may be subject to POD verification, fraud checks, dispute resolution and reconciliation procedures.
Fees become payable only when the platform's verification systems confirm:
ShipSherpa may apply holds, reversals, offsets or reserve deductions for:
Additional charges such as waiting time, tolls, parking or return journeys require approval or must be expressly permitted within the Assignment.
ShipSherpa may investigate suspicious activity, GPS anomalies, false POD, account misuse or payment irregularities.
ShipSherpa may request records reasonably required to verify insurance, licensing, compliance, POD integrity or lawful operation.
Both parties must comply with UK GDPR and applicable data protection law. Customer data may only be used for Assignment completion.
Operators must keep confidential all non-public customer, pricing, operational and commercial information.
Operators must not knowingly use ShipSherpa introductions to bypass the Platform for direct competing work.
All shipment data, customer identities, route information, pricing logic, APIs, enterprise workflows and ShipSherpa network intelligence remain confidential.
The Operator must not:
Any direct or indirect bypass of a ShipSherpa-originated customer, enterprise account, API client or partner-carrier relationship within 12 months shall constitute material breach.
All Platform technology, workflows, branding and software remain the property of ShipSherpa or its licensors.
ShipSherpa may maintain separate operational standards, prohibited goods schedules, onboarding policies and vehicle requirements.
ShipSherpa does not guarantee uninterrupted Platform availability and may perform maintenance, upgrades or operational changes.
ShipSherpa may suspend or remove access where reasonably necessary to protect customers, safety, compliance, payment integrity or platform trust.
ShipSherpa may immediately restrict, suspend or permanently remove access where reasonably necessary to protect:
These rights are expressly commercial risk controls and do not imply supervision consistent with worker or employee status.
Either party may end marketplace participation immediately.
Termination does not create entitlement to:
The following survive termination:
Operators remain responsible for losses arising from negligence, misconduct, unlawful activity or breach of this agreement.
The Operator bears sole responsibility for all transport-side risks arising from its own operations, including:
Insurance must remain continuously valid throughout all periods of access and performance.
Neither party shall be liable for delays or failures caused by events outside reasonable control including severe weather, cyber attacks or civil disruption.
Operators must comply with anti-slavery, anti-bribery and lawful labour obligations.
Operators must report unsafe conditions, cooperate with investigations and comply with applicable health and safety laws.
Account creation, digital acceptance and continued Platform use constitute legally binding acceptance of this agreement.
ShipSherpa may provide notices through email, dashboard alerts or Platform communications.
The parties should attempt good-faith resolution and mediation before commencing formal litigation where appropriate.
This agreement constitutes the entire agreement between the parties relating to Platform participation.
If any provision is found unenforceable, the remaining provisions shall remain in effect.
ShipSherpa may assign this agreement during a restructure, acquisition or business transfer. Operators may not assign rights without consent.
This agreement is governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.
These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
By registering, accessing the Platform, accepting Assignments or continuing to use ShipSherpa, the Operator confirms acceptance of these terms and acknowledges participation as an independent business.
Part 2
This Driver Network Standard explains the professional, safety, privacy and operational expectations applying to any driver, courier, substitute, fleet member or transport provider performing Assignments through ShipSherpa.
The purpose of this standard is to:
This standard applies to all Assignments completed through ShipSherpa.
Drivers and Operators using ShipSherpa act as independent transport providers.
ShipSherpa provides:
Drivers and Operators remain responsible for:
Nothing in this standard creates employment, worker status or guaranteed work.
Drivers must behave professionally at all times during active Assignments.
Drivers must not:
Professional conduct applies at:
All ShipSherpa deliveries must be treated as confidential.
Drivers must not:
This obligation continues after the Assignment ends.
The Operator acknowledges that, in the course of performing Assignments, it (and any Verified Personnel) may attend private residences, commercial premises, secure facilities, or interact with individuals who may be high-profile, high-net-worth, or otherwise sensitive from a privacy and security perspective.
All customer locations, identities, goods, and interactions must be treated as strictly confidential at all times, whether or not such information is publicly known.
The Operator and all Verified Personnel must not, under any circumstances:
This applies regardless of whether the individual is a public figure, celebrity, athlete, executive, or otherwise recognisable person.
All interactions must remain:
The Operator must ensure that all Verified Personnel are trained and contractually bound to this standard.
The Operator must not:
Any breach of this section shall be treated as a material and fundamental breach of these Terms.
ShipSherpa reserves the right to:
These obligations shall survive termination indefinitely.
Customer interaction must remain:
Drivers must not:
Drivers should leave promptly once the Assignment is completed.
Safety takes priority over delivery speed, customer pressure or operational convenience.
Drivers must not:
Drivers may refuse unsafe or unlawful instructions.
Drivers must be fit and legally able to drive.
Drivers must not perform Assignments while:
Drivers remain responsible for complying with applicable driving and rest requirements.
Vehicles used for ShipSherpa Assignments must:
Drivers must:
Vehicles used for Assignments should be:
Drivers must not wear:
Goods must be:
Drivers must report visible damage or unsafe packaging before transport where reasonably possible.
Drivers must not knowingly transport:
Unsafe or suspicious cargo must be reported immediately.
Drivers may refuse unlawful or dangerous Assignments.
Drivers must use the ShipSherpa Platform honestly and accurately.
Drivers must not:
Accurate operational data protects:
Drivers must comply with all laws relating to mobile phone use while driving.
Drivers must not:
Drivers should safely stop before interacting with the Platform where necessary.
ShipSherpa may collect operational data during active Assignments including:
This information may be used for:
Drivers must capture accurate evidence for:
Evidence may include:
Drivers must report failed deliveries promptly.
Drivers must not:
Reasonable evidence of failed-delivery attempts may be required.
Drivers must report promptly:
Drivers may be required to cooperate with:
Drivers may leave or refuse situations involving:
Personal safety must not be compromised to complete an Assignment.
ShipSherpa expects respectful treatment of:
Unlawful discrimination, harassment, intimidation or hate-related behaviour is prohibited.
Drivers must behave appropriately around:
Drivers must not:
Drivers must take reasonable steps to protect Goods and vehicles from theft.
Drivers should:
Smoking or vaping inside vehicles carrying customer Goods is prohibited.
Drivers must keep account credentials secure.
Drivers must not:
Only approved drivers may complete ShipSherpa Assignments.
Where substitutes or fleet drivers are used, Operators remain responsible for:
Unauthorised substitution may result in removal from the network.
Drivers and Operators must not knowingly use ShipSherpa introductions to obtain direct competing work outside the Platform.
Drivers must not:
ShipSherpa Assignments must not be used for:
Drivers may be required to remove prohibited content relating to Assignments.
Drivers and Operators must cooperate reasonably with:
Relevant evidence may be requested.
Examples of serious breaches include:
This list is not exhaustive.
ShipSherpa may:
Serious breaches may result in immediate action.
ShipSherpa may maintain separate:
Drivers and Operators may be required to comply with such policies.
By accessing ShipSherpa, accepting Assignments or performing deliveries through the Platform, Drivers and Operators confirm that they:
Protect the customer. Protect the Goods. Protect the platform.
Part 3
Effective date: 9 July 2026 · Last updated: 9 July 2026
Ship Sherpa Limited operates the ShipSherpa technology platform, which connects customers with independent drivers, couriers, riders, fleet operators and delivery businesses.
To register with ShipSherpa and receive delivery opportunities, Drivers may be required to upload documents relating to their identity, right to work, vehicle, insurance, qualifications, licences and ability to provide delivery services.
This Policy sets out:
This Policy forms part of the Driver's agreement with Ship Sherpa Limited. A Driver must read and accept this Policy before completing registration or accepting delivery opportunities through ShipSherpa.
For the purposes of this Policy:
“Driver” means any driver, courier, rider, fleet operator, delivery company, subcontractor or other delivery service provider registering with or providing services through ShipSherpa. Where the Driver is a company, fleet operator or other organisation, references to the Driver include its directors, employees, workers, subcontractors and individual drivers.
“Driver Documents” means all documents, photographs, records, certificates, statements, declarations and information submitted by or on behalf of a Driver.
“Fraudulent Documentation” means any document or information that is:
“ShipSherpa” means Ship Sherpa Limited.
Depending on the services the Driver wishes to provide, ShipSherpa may require documents including:
ShipSherpa may require different documents depending on the Driver's vehicle, services, location, delivery category and the nature or value of the goods being transported.
The fact that ShipSherpa has not requested a particular document does not remove the Driver's responsibility to obtain and maintain everything legally required to complete deliveries.
Drivers must act honestly and with integrity throughout the registration process and whenever they use the ShipSherpa platform.
The Driver must not:
The obligation to act honestly applies before, during and after Driver approval.
Every time the Driver uploads, submits, renews or otherwise provides a document or information to ShipSherpa, the Driver represents, warrants and confirms that:
These declarations are repeated each time the Driver:
The Driver is solely responsible for ensuring that all Driver Documents are genuine, accurate, appropriate, valid and current.
ShipSherpa's review, acceptance or approval of a document does not:
The Driver remains responsible even where ShipSherpa has reviewed, accepted or approved the document. A Driver cannot avoid responsibility by claiming that ShipSherpa should have identified information that the Driver deliberately concealed, falsified or misrepresented.
Driver approval is not permanent.
The Driver has a continuing obligation to keep all documents, information, licences, qualifications and insurance policies valid and up to date throughout the entire period in which they use ShipSherpa.
The Driver must immediately stop accepting deliveries and notify ShipSherpa where:
The Driver must upload replacement or updated documentation and receive any required approval before accepting further deliveries. Failure to notify ShipSherpa of a material change is a breach of this Policy and the Driver's agreement.
The Driver is responsible for ensuring that every vehicle used for ShipSherpa deliveries:
The Driver must check that their insurance covers:
ShipSherpa does not determine whether a Driver's insurance is suitable for every individual delivery. That responsibility remains with the Driver.
A Driver that operates a fleet, delivery company or other organisation is responsible for ensuring that every person completing deliveries through its account:
Fleet operators must not allow an unapproved Driver or vehicle to complete a ShipSherpa delivery. The fleet operator will be responsible for documents and information submitted by its personnel, agents and subcontractors.
ShipSherpa may verify Driver Documents using:
The Driver authorises ShipSherpa to contact insurers, document issuers, licensing authorities, verification providers and other relevant organisations to confirm the authenticity, status and scope of a document.
The Driver must provide any additional information reasonably requested by ShipSherpa. A failure or refusal to provide additional information may result in the Driver's application being rejected or account being suspended.
Any personal information obtained during verification will be handled in accordance with the ShipSherpa Privacy Policy and applicable data-protection law. Where GPS, photographs, names, signatures or similar evidence can identify an individual, it is treated as personal data.
ShipSherpa may conduct reasonable verification checks, but no checking process can guarantee that every fraudulent, altered or subsequently cancelled document will be identified.
A document may appear genuine even where it has been:
The Driver remains responsible for the document regardless of whether the fraud or error is identified during ShipSherpa's checks. ShipSherpa's approval does not amount to a warranty that a document is genuine or that an insurer will accept a claim.
Any fraud, attempted fraud, attempted deception, deliberate misrepresentation, impersonation, concealment of material information or submission or attempted submission of Fraudulent Documentation constitutes a material and fundamental breach of the Driver's agreement with ShipSherpa.
This applies whether or not:
An attempt to submit fraudulent documentation will be treated as seriously as the submission of fraudulent documentation.
Prohibited conduct includes attempting to:
This list is not exhaustive.
Where ShipSherpa discovers or reasonably suspects a breach of this Policy, ShipSherpa may immediately:
ShipSherpa may suspend a Driver while an investigation is conducted. ShipSherpa is not required to provide advance notice where it reasonably considers that fraud, public safety, customer goods, insurance coverage or regulatory compliance may be at risk.
Fraud, attempted fraud or submission or attempted submission of Fraudulent Documentation entitles ShipSherpa to terminate the Driver's agreement for material and fundamental breach.
Termination does not remove or cancel:
The Driver cannot rely upon their own fraud, dishonesty or unlawful conduct to avoid responsibility.
To the fullest extent permitted by law, the Driver is responsible for any loss, damage, theft, injury, delay, claim, failed insurance claim, uninsured loss, penalty, expense or other consequence arising from:
ShipSherpa's acceptance or approval of the Driver's documents does not make ShipSherpa responsible for those consequences. Where the Driver provides false, fraudulent or invalid documents, responsibility remains with the Driver.
To the fullest extent permitted by law, the Driver must reimburse and indemnify ShipSherpa against losses, liabilities, claims and reasonable costs arising from the Driver's:
This may include:
ShipSherpa may deduct or set off amounts properly owed by the Driver against payments otherwise due to the Driver, where legally and contractually permitted. ShipSherpa will not recover more than the loss and reasonable cost actually incurred.
The Driver remains responsible for customer goods in their possession regardless of any suspension, investigation or termination of their ShipSherpa account.
A suspended or terminated Driver must:
Suspension or termination does not give the Driver any right to retain customer property.
Where ShipSherpa reasonably suspects fraud, theft, document falsification or another serious breach, ShipSherpa may temporarily withhold disputed payments while it investigates, where permitted by the Driver Terms and applicable law.
ShipSherpa may release any undisputed amount once it is reasonably able to do so. Where the Driver owes ShipSherpa money as a result of their breach, ShipSherpa may exercise any contractual right of set-off.
The Driver must fully cooperate with any investigation relating to:
The Driver must provide requested information and evidence promptly. The Driver must not:
A failure to cooperate may itself result in suspension or termination.
Drivers must immediately report:
Reports must be sent to Ship Sherpa Limited at support@shipsherpa.co.uk. The Driver must not continue accepting deliveries while a material eligibility or insurance issue remains unresolved.
ShipSherpa's failure to identify a fraudulent or invalid document immediately does not:
ShipSherpa may take action whenever the breach is discovered.
Nothing in this Policy excludes or restricts any liability that ShipSherpa cannot lawfully exclude or restrict.
However, ShipSherpa will not be responsible for consequences caused by a Driver's fraud, attempted fraud, dishonesty, deliberate misrepresentation or submission of invalid documentation where:
The Driver remains responsible for their own acts, omissions, documents, insurance, vehicles and legal compliance.
This Policy should be read alongside:
Where this Policy conflicts with the Driver Terms and Conditions, the Driver Terms and Conditions will take priority, subject to applicable law.
ShipSherpa may update this Policy to reflect changes to:
Drivers may be required to review and accept an updated version before continuing to use the platform.
This Policy and any non-contractual dispute arising from it will be governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory legal rights that apply.
Ship Sherpa Limited
Driver support: support@shipsherpa.co.uk
Website: www.shipsherpa.co.uk
The following declaration appears beside a mandatory, unticked acceptance box before a Driver can submit their application. The Driver must actively select the acceptance box; it is not pre-ticked.
“I confirm that all documents and information I have provided to Ship Sherpa Limited are genuine, accurate, complete, valid and current. I understand that I am solely responsible for the authenticity, suitability and continuing validity of my documents, insurance, licences, qualifications and vehicle information.
I understand that ShipSherpa's review or approval of my documents does not transfer responsibility for them to Ship Sherpa Limited.
I agree to notify ShipSherpa immediately if any document expires, is cancelled, is suspended, becomes invalid or is no longer accurate, and I will not accept deliveries unless I remain properly insured, licensed, qualified and legally authorised.
I understand that fraud, attempted fraud, deliberate misrepresentation, concealment of material information or submission or attempted submission of fraudulent documentation constitutes a fundamental breach of my agreement. This may result in immediate suspension or termination, recovery of resulting losses and referral to insurers, regulators, the police or other relevant authorities.
I accept responsibility for losses, claims, penalties and reasonable costs caused by my fraudulent, false, invalid or misleading documents or information, to the fullest extent permitted by law.”
For each acceptance, ShipSherpa retains the Driver's account identification, the accepted Policy version, the date and time of acceptance, the IP address or equivalent technical record, relevant device or browser information, copies of the documents submitted, the date and result of each document check, and records of any subsequent acceptance of updated terms.
The following warning is shown on the document upload screen:
Upload genuine and valid documents only.
You are solely responsible for ensuring that every document and all information you submit are genuine, accurate, complete, valid and current. Do not upload forged, altered, expired, cancelled, misleading or invalid documents. Do not use documents belonging to another person, business or vehicle.
ShipSherpa's review or approval of a document does not transfer responsibility for that document to Ship Sherpa Limited.
Fraud, attempted fraud or deliberate misrepresentation may result in immediate rejection or account suspension, permanent termination, cancellation of deliveries, recovery of resulting losses, contact with your insurer or document issuer, and referral to the police, Action Fraud, regulators or other authorities.
By uploading a document, you confirm that it is genuine, valid, current and applicable to you and the services you intend to provide.
Part 4
If you cannot complete a delivery, do not keep the parcel, do not take it home, do not leave it somewhere without approval and do not make your own decision about what happens next.
You must follow the ShipSherpa failed delivery process in the Driver App.
Use Delivery Exception in the Driver App if:
Before marking the job as failed, check:
Only continue with a Delivery Exception once you are satisfied you are at the correct delivery location or have identified the issue.
You must attempt reasonable contact before leaving the location. This may include:
Do not use your own judgement to redirect, leave or return the parcel unless the app or ShipSherpa support instructs you to do so.
When you trigger a Delivery Exception, you may be asked to upload evidence. This may include:
Do not photograph people without a valid reason. Do not take unnecessary photos of private information. Photographs, GPS, names and signatures can identify people, so they are treated as personal data and must only be captured where genuinely needed for the delivery.
Once the Delivery Exception has been reported, the job status may change to Delivery Exception: Awaiting Instruction.
You may be asked to wait for a short period while ShipSherpa contacts the Client. The standard included waiting period is 10 minutes, unless the app tells you otherwise.
After this, the Client may approve further waiting time, a redirect, a return to sender, a redelivery, safe place delivery or another approved action.
You may only continue with one of the following actions if it is approved in the app or by ShipSherpa support:
If the instruction is not shown in the app or confirmed by ShipSherpa support, do not proceed.
If instructed to Return to Sender, take the parcel back to the collection address or the return location shown in the app. You must complete the return journey and capture any required proof of return. This may include:
The job is not complete until the parcel has been returned and the app confirms completion.
If the recipient says they are at another location, do not drive to the new address until the change is approved. The Client must approve the new address and any additional charge first.
Once approved, the app will update the delivery address or ShipSherpa support will confirm the new instruction. Do not accept a new address directly from the recipient unless it is confirmed through ShipSherpa.
The first 10 minutes of waiting may be included. After this, any additional waiting time must be approved. Do not wait indefinitely. If you are unsure what to do, contact ShipSherpa support through the app.
Do not leave a parcel in a safe place unless the app or ShipSherpa support confirms it is authorised. Examples of safe place delivery may include:
You must upload proof of delivery. This may include:
If the parcel is high value, sensitive, fragile or restricted, safe place delivery may not be allowed.
Only hand the parcel to reception, concierge, security, a neighbour or another third party if authorised. You must record:
Once completed, update the app immediately.
If ShipSherpa instructs you to take the parcel to an approved holding location, follow the location shown in the app. Do not take the parcel to any unapproved location. On arrival, complete the handover process and capture proof. This may include:
You are not expected to keep the parcel until a redelivery time. If redelivery is required, ShipSherpa will confirm whether the parcel should be returned to sender, taken to a holding location or reassigned. Only complete a redelivery if it has been assigned to you as a job in the app.
You must not:
If the recipient and Client do not respond, contact ShipSherpa support. If no instruction is received within the required time, the platform may instruct you to Return to Sender.
The parcel must remain in your possession only while you are actively completing the delivery, return or approved handover.
If delivery fails, follow this simple rule:
Report it. Record proof. Wait for instruction. Do not keep the parcel. Do not leave it without approval.
Part 5
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.
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.
Each Operator may be required to provide:
ShipSherpa may request additional information where an Operator handles higher-risk, high-value, regulated, enterprise or specialist Assignments.
Each driver or courier performing ShipSherpa work may be required to provide:
ShipSherpa may refuse approval where a driver cannot reasonably demonstrate that they are suitable to perform delivery work safely, lawfully and professionally.
Fleet Operators must provide evidence that they control and manage their drivers and vehicles properly.
ShipSherpa may require:
Fleet Operators remain fully responsible for the acts and omissions of their drivers, substitutes, employees and subcontractors.
Each vehicle used on ShipSherpa must be suitable for the Assignment accepted.
ShipSherpa may require:
The Operator must not use a smaller, unsuitable or unapproved vehicle where a Customer has selected a specific vehicle category.
Unless ShipSherpa agrees otherwise in writing, the Operator must maintain the following insurance before accepting any Assignment:
The vehicle must be insured for the journey being performed.
Standard social, domestic and commuting insurance is not enough.
The Operator must hold motor insurance that covers commercial courier, delivery, transport or hire and reward activity.
Every driver carrying Goods for payment through ShipSherpa must have valid hire and reward insurance.
This must cover the actual vehicle, driver, business use and delivery activity being performed.
If the Operator uses substitutes, fleet drivers or subcontractors, the Operator must ensure they are also covered.
The Operator must hold goods in transit insurance suitable for the type and value of Goods being carried.
Minimum recommended cover levels are:
ShipSherpa may require higher cover for certain Customers, sectors, Goods, routes or vehicle classes.
Operators may be required to hold public liability insurance where the work involves customer premises, loading sites, warehouses, commercial facilities, offices, homes or public interaction.
Recommended minimum cover: £1,000,000.
For enterprise, fleet, high-value or site-based work, ShipSherpa may require higher limits.
Where the Operator uses employees, it must hold employer's liability insurance where legally required.
ShipSherpa may request evidence of this before approving fleet or employee-based operations.
The Operator must not accept an Assignment unless its insurance covers:
The Operator is responsible for checking policy exclusions before accepting work.
The Operator must review its insurance policy carefully.
Some policies may exclude or limit cover for:
If Goods are excluded or may exceed the policy limit, the Operator must not accept the Assignment unless ShipSherpa confirms otherwise in writing.
ShipSherpa may require documents to be refreshed at the following intervals:
ShipSherpa may shorten refresh periods for higher-risk Operators, high-value work, enterprise accounts, claims history, fraud indicators or compliance concerns.
The Operator must notify ShipSherpa immediately if:
Failure to notify ShipSherpa may result in immediate removal from the network.
ShipSherpa may request updated compliance evidence at any time.
This may include:
Failure to provide requested evidence may result in access being paused or removed.
Providing false, edited, incomplete, expired, borrowed, invalid or misleading documents is a serious breach.
ShipSherpa may:
If the Operator is not properly verified, insured and legally able to perform the Assignment, the Operator must not accept the job.
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:
An Operator becomes eligible for payment when:
Payment is not final until ShipSherpa has completed any reasonable verification, dispute or reconciliation checks.
The standard Assignment fee will be shown, agreed or confirmed through the ShipSherpa platform.
The fee may be based on:
The Operator must decide whether the displayed fee works commercially before accepting the Assignment.
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:
ShipSherpa may set a free waiting period for each Assignment.
Suggested default structure:
ShipSherpa may reject waiting time where the Operator failed to report the delay promptly or caused the delay itself.
Parking, tolls, congestion charges, clean air zone charges, ULEZ charges, ferry charges, bridge charges or site access charges may be reimbursed only where:
The Operator should not assume that all charges will be reimbursed automatically.
A failed collection may occur where:
A failed collection fee may be payable where the Operator:
No failed collection fee will be payable where the failure was caused by the Operator.
A failed delivery may occur where:
Where failed delivery is not the Operator's fault, ShipSherpa may approve:
The Operator must not abandon Goods or leave Goods unattended unless ShipSherpa or the Customer clearly authorises this.
No failed delivery fee will be payable where the failure is caused by the Operator, including:
ShipSherpa may deduct or recover losses caused by the Operator.
Where Goods cannot be delivered, ShipSherpa may instruct the Operator to return the Goods.
Return fees may be payable where:
Return fees may be refused where the original failure was caused by Operator fault.
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.
If Goods are alleged to be damaged, ShipSherpa may investigate.
The Operator must cooperate and provide:
The Operator may be liable where damage is caused by:
A loss claim may arise where Goods are:
The Operator may be liable where loss is caused by its own fault, breach, negligence, false POD, poor security, misdelivery or unauthorised substitution.
ShipSherpa may deduct, withhold, reverse or recover sums from the Operator where a Customer deduction, refund, credit, claim, chargeback or loss is linked to:
ShipSherpa may also apply deductions where an insurer, payment processor, enterprise customer or partner carrier applies a valid deduction connected to Operator fault.
A POD dispute may arise where:
ShipSherpa will review the available evidence, which may include:
The Operator may not be paid until the POD dispute is resolved.
False, staged, duplicated, manipulated or misleading POD is a serious breach.
ShipSherpa may:
ShipSherpa may place a temporary hold on payment where there is a reasonable need to investigate:
The hold will remain while ShipSherpa reviews the issue and determines the appropriate outcome.
The Operator should keep accurate records for each Assignment.
Useful evidence includes:
Poor evidence may affect payment, claims handling and dispute outcomes.
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.
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.
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.
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.
The following must not be knowingly carried through ShipSherpa unless ShipSherpa has expressly confirmed in writing that the specific Assignment is approved and lawful:
If the Operator suspects Goods fall into this category, the Operator must notify ShipSherpa immediately and must not continue unless instructed lawfully.
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 Goods may include:
The Operator must not carry high-value Goods unless:
High-value Goods must not be left unattended unless expressly authorised.
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.
Alcohol or other age-restricted goods may only be carried where the Assignment is approved and lawful.
The Operator may be required to:
The Operator must not deliver age-restricted Goods to someone who appears underage or intoxicated, or where lawful verification cannot be completed.
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:
The Operator must not treat medical Goods as ordinary parcels unless ShipSherpa confirms they can be carried that way.
Temperature-controlled Goods may include:
The Operator must not accept temperature-controlled work unless it has:
If temperature control fails during the Assignment, the Operator must notify ShipSherpa immediately.
Fragile Goods may include:
The Operator must check that fragile Goods are packaged suitably before leaving collection where reasonably possible.
The Operator must:
If packaging appears inadequate, the Operator must notify ShipSherpa before proceeding.
Dangerous Goods may include substances or articles that present risk to people, property or the environment.
This may include:
The Operator must not carry dangerous goods requiring ADR compliance unless:
If the Operator suspects Goods are dangerous but not declared, the Operator must stop and contact ShipSherpa.
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:
The Operator must only accept heavy, oversized or awkward Goods where:
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.
Bulky retail Goods may require extra care.
For items such as furniture, mattresses, bed frames, appliances or large boxed products, the Operator must consider:
Unless expressly stated, ShipSherpa delivery does not include assembly, installation, packaging removal or room-of-choice service.
Confidential documents, business records, legal papers, financial documents or secure equipment may require controlled handling.
The Operator must:
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:
If the Goods at collection are different from the Assignment description, the Operator must report this before proceeding.
Examples include:
ShipSherpa may cancel, reprice, reassign or approve the Assignment based on the correct information.
Before leaving the collection point, the Operator should check where reasonably possible:
The Operator is not expected to open sealed packages unless authorised, but must report obvious external concerns.
For sensitive, high-value, confidential or specialist Goods, ShipSherpa may require enhanced chain-of-custody controls.
This may include:
The Operator must follow any enhanced controls shown in the Assignment.
The Operator must refuse or stop carriage where it reasonably believes:
The Operator must notify ShipSherpa immediately.
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.
Part 6
This Policy sets the rules that apply where booked logistics capacity is withdrawn, released, abandoned, rendered unusable or otherwise lost after a booking has entered the ShipSherpa marketplace.
It governs the commercial consequences of:
The purpose of this Policy is not punitive. Its purpose is to allocate the economic consequences of lost capacity fairly across the marketplace once a route, driver, fleet resource or specialist vehicle has been reserved or deployed.
This Policy forms part of the ShipSherpa contractual framework and applies across standard same-day services, scheduled work, dedicated vehicle bookings, half-day and full-day hire, trunking, linehaul, overflow work, enterprise dispatch and API-originated bookings.
A booking may be cancelled before execution begins, but once ShipSherpa marketplace capacity has been reserved, accepted, dispatched or committed, the booking may generate a charge even if transport does not complete.
Charges under this Policy reflect one or more of the following:
Where a booking has been amended by agreement, all cancellation windows and charging thresholds shall be measured by reference to the revised booking time, not the original one.
For the purposes of this Policy, a booking may sit in one of the following marketplace states:
Open Allocation
No driver, fleet partner or vehicle resource has yet accepted or been committed.
Reserved Capacity
A driver, fleet partner or vehicle resource has accepted or been ring-fenced for the job.
Committed Dispatch
The assigned resource has begun operational preparation, mobilisation, route positioning or scheduled deployment.
Arrival / Live Attendance
The driver or vehicle has reached site, entered the collection approach stage or is demonstrably present for collection.
The commercial consequences of cancellation increase as the booking moves through these capacity states.
A customer may cancel a booking without charge where either:
For standard same-day vehicle classes from car up to Luton, ShipSherpa may apply a brief grace period for obvious booking mistakes. Unless a different period is published for the relevant service, that grace period shall be 10 minutes from confirmed booking.
Once reserved capacity exists, the booking becomes subject to the charging structure in this Policy.
Car to Luton vehicle classes
Where a standard same-day booking has entered Reserved Capacity, the following charging rules apply:
| Time of cancellation before collection | Charge |
|---|---|
| More than 2 hours | 0% |
| 2 hours to 75 minutes | 20% |
| 75 minutes to 40 minutes | 45% |
| Less than 40 minutes | 70% |
| Driver en route, arrived, or attendance confirmed | 100% |
ShipSherpa may treat a driver as en route where dispatch evidence, platform status or communications show that the driver has materially committed to collection attendance.
Half-day and full-day hire
Dedicated vehicle bookings carry increased lock-up risk because vehicle time is reserved for one customer and cannot readily be resold at short notice.
Where a dedicated half-day or full-day booking is cancelled, the following charges apply:
| Time of cancellation before booked start | Charge |
|---|---|
| More than 24 hours | 0% |
| 24 hours to 10 hours | 20% |
| 10 hours to 3 hours | 45% |
| Less than 3 hours | 70% |
| Vehicle dispatched, mobilised or on site | 100% |
7.5 tonne, 18 tonne, artic and similar specialist allocations
Heavy vehicle and linehaul bookings create materially higher planning exposure, including regulated driver hours, dock timing, return-leg inefficiency, specialist scheduling and revenue displacement.
Accordingly, unless a separate enterprise schedule applies, the following charging structure shall apply:
| Time of cancellation before collection or booked movement | Charge |
|---|---|
| More than 24 hours | 0% |
| 24 hours to 14 hours | 40% |
| 14 hours to 4 hours | 65% |
| Less than 4 hours | 90% |
| Vehicle rolling, on site, timed dock committed or attendance confirmed | 100% |
For the purposes of this section, “rolling” includes any demonstrable commencement of the transport movement or committed positioning of the heavy vehicle resource.
A booking may be treated as a failed collection where the assigned resource attends as required but transport cannot proceed because the customer, consignor or site is not operationally ready.
This includes where:
In such cases, ShipSherpa may charge up to the full route value together with any waiting time, wasted attendance, repositioning cost or specialist vehicle idle charge.
A customer may cancel without cancellation charge where the assigned service is materially delayed beyond the applicable threshold and ShipSherpa is unable to provide a commercially reasonable recovery position.
Unless otherwise agreed:
This fee-free cancellation right shall not apply where the delay arises wholly or mainly from:
Drivers and fleet partners are under no obligation to accept any offered booking.
Nothing in this Policy requires a driver or fleet partner to take any route, maintain any acceptance rate or reserve availability for future work.
The legal and commercial consequences in this Part arise only after a booking has been accepted or a fleet resource has been committed.
Once accepted, a booking should only be relinquished where continued performance would be unsafe, unlawful or genuinely impracticable.
Legitimate withdrawal reasons may include:
Where possible, the driver or fleet partner must notify ShipSherpa immediately so reallocation can be attempted.
The following conduct undermines marketplace confidence and is prohibited:
Where such behaviour is identified, ShipSherpa may apply commercial or access consequences including payout adjustment, reduced allocation priority, temporary suspension or permanent removal.
Any such platform response remains a marketplace integrity measure and does not imply employment-style discipline.
Where a fleet partner has accepted a booking and its originally intended driver becomes unavailable, the fleet partner must use reasonable efforts to reallocate the work internally through an already approved and verified replacement.
No unapproved third-party substitution may be used unless separately authorised under the applicable ShipSherpa fleet onboarding framework.
The fleet partner remains responsible for any failed fulfilment arising from internal driver unavailability.
Some enterprise, API and strategic customer accounts may operate under:
Where such a document expressly overrides this Policy, the negotiated enterprise arrangement shall prevail to the extent of the inconsistency.
In the absence of an express override, this Policy shall apply.
ShipSherpa may investigate booking and cancellation behaviour suggesting misuse of the marketplace, including:
Where abuse is suspected, ShipSherpa may impose appropriate controls, including warning notices, charge enforcement, throttling, booking restrictions, API suspension or account termination.
Any charge arising under this Policy may be:
ShipSherpa may retain evidence reasonably necessary to support charge enforcement, fraud defence, insurer reporting or customer dispute resolution.
This Policy is intended to preserve fair pricing, credible vehicle reservation economics, driver confidence, fleet reliability and enterprise-grade dispatch integrity.
It is also designed to discourage false demand, protect genuine capacity and support national scaling across same-day, scheduled, dedicated and future multimodal services.
Part 7
This Schedule sets out the additional charges that may arise where the actual operational requirements of a booked movement differ from, exceed or materially depart from the assumptions built into the original quoted service.
The quoted booking price is ordinarily generated on the basis of a defined transport scope, including:
Where the actual job extends beyond that baseline, ShipSherpa may apply supplementary charges to reflect the additional time, labour, disruption, equipment commitment or route impact created by that variation.
This Schedule applies across:
Additional fees under this Schedule are intended to reflect genuine operational extension or service deviation. They are not intended to penalise normal use of the ShipSherpa platform.
Charges may arise where one or more of the following occurs:
Where a separate master services agreement, enterprise rate card or account-specific pricing schedule expressly overrides this Schedule, that negotiated arrangement shall prevail to the extent of any inconsistency.
The original quoted service includes only the operational scope expressly presented at the time of booking.
Unless separately stated, the quote does not automatically include:
Where any of those factors arise, additional fees may be charged in accordance with this Schedule.
A waiting fee may be charged where a vehicle or crew is kept beyond the included grace period at collection, delivery or any intermediate operational point.
Waiting time may be measured using one or more of the following:
Waiting charges apply only after the grace period for the relevant vehicle class has expired.
4.1 Vehicle Waiting Rates
| Vehicle class | Solo operator or driver rate | Two-person crew rate | Waiting charge starts |
|---|---|---|---|
| Car | £12 per hour | N/A | After 30 minutes |
| Small Van | £13 per hour | N/A | After 30 minutes |
| Short Wheelbase | £13 per hour | N/A | After 30 minutes |
| Long Wheelbase | £14 per hour | £22 per hour | After 30 minutes |
| Extra Long Wheelbase | £14 per hour | £22 per hour | After 30 minutes |
| Luton | £18 per hour | £27 per hour | After 30 minutes |
| 7.5 Tonne | £22 per hour | £36 per hour | After 30 minutes |
| 18–26 Tonne | £36 per hour | £55 per hour | After 60 minutes |
| Artic | £36 per hour | £55 per hour | After 60 minutes |
ShipSherpa may calculate waiting charges on a pro-rata basis unless the applicable customer contract states otherwise.
Where the booked movement requires labour, support or site handling outside the declared transport scope, ShipSherpa may charge additional handling fees.
This may include, without limitation:
5.1 Standard Handling Rates
For vehicle classes from Car to Luton, the following handling charges apply:
| Circumstance | Solo rate | Two-person crew rate |
|---|---|---|
| Additional handling added after booking but before dispatch | £12 per hour | £24 per hour |
| Additional handling introduced after the job has started | £16 per hour | N/A |
| Further manual handling outside the original service scope once the job is in live execution | £20 per hour | N/A |
For 7.5 Tonne to Artic vehicle classes, the following handling rates apply:
| Vehicle class | Solo rate | Two-person crew rate |
|---|---|---|
| 7.5 Tonne to Artic | £26 per hour | £52 per hour |
These charges may apply where the original booking omitted material handling requirements.
ShipSherpa may apply an uplift where a booking falls within a period of exceptional market pressure, public holiday cost escalation or severe transport disruption.
Unless separately agreed, the following standard uplifts may apply:
| Service period | Surcharge |
|---|---|
| UK Bank Holidays | 20% |
| Christmas Day | 85% |
| Boxing Day or New Year's Day | 50% |
| Severe peak-demand events | Dynamic uplift may apply |
For the purposes of this Schedule, peak-demand conditions may include:
Where a dynamic uplift applies, ShipSherpa will use reasonable efforts to surface that uplift through the platform or notify the customer through an appropriate operations channel.
Some route-related uplifts depend on geography, access conditions or corridor density rather than on general operational deviation.
Those charges are governed separately under the relevant ShipSherpa geographic or area pricing schedule, including charges relating to:
Where both this Schedule and a geographic surcharge schedule apply, each charge may be applied to the extent that it addresses a different source of additional cost.
ShipSherpa may apply further charges where a live booking generates genuine exception handling that was not included within the original route price.
Examples include:
Where reasonably practicable, such fees will be surfaced through the platform, confirmed by ShipSherpa operations or reflected in the applicable route adjustment record.
8.1 Delivery Destination Amendments
Where a customer requests a change to the delivery address, delivery postcode or final delivery destination after a booking has been confirmed, the following amendment fees shall apply:
| Timing of amendment | Amendment fee |
|---|---|
| Amendment requested within 24 hours before the scheduled collection time, but before the goods have been collected | £17.50 |
| Amendment requested after collection, once the goods are in transit | £35.00 |
The applicable amendment fee is payable in addition to any increased transport charge resulting from the revised route.
Any additional mileage created by the amendment shall be charged at two times the applicable per-mile rate for the vehicle class booked.
Additional mileage will ordinarily be calculated by reference to the additional route distance created by replacing the original delivery destination with the revised delivery destination.
For example, where the applicable vehicle rate is £1.50 per mile, additional mileage resulting from a delivery destination amendment will be charged at £3.00 per additional mile.
The delivery amendment fee and the additional mileage charge may apply together.
A delivery destination amendment remains subject to:
ShipSherpa does not guarantee that a delivery destination amendment can be accepted after dispatch or collection.
Where the assigned driver cannot reasonably accommodate the revised destination, ShipSherpa may:
Further charges may apply where an alternative operational solution is required. ShipSherpa will notify the customer of those charges where reasonably practicable.
The customer must submit or confirm the revised delivery details through the ShipSherpa platform or another communication channel approved by ShipSherpa.
No delivery destination amendment shall become effective until it has been acknowledged or accepted by ShipSherpa.
The customer remains responsible for ensuring that all revised delivery information is complete and accurate, including:
ShipSherpa shall not be responsible for delay, failed delivery or additional cost caused by inaccurate, incomplete or late amendment instructions supplied by the customer.
Charges arising from booking withdrawal, failed collection or dispatch loss are governed primarily by the separate ShipSherpa cancellation and failed dispatch policy.
This Schedule may still apply in addition where the cancelled or failed job has also generated:
For enterprise and API customers, any or all of the fees in this Schedule may be:
Where a master services agreement, pricing schedule or enterprise statement of work expressly overrides this Schedule, that negotiated document shall prevail to the extent of any inconsistency.
ShipSherpa may rely on operational data and platform evidence to support the application of charges under this Schedule, including:
Such evidence may be retained for:
This Schedule is intended to support a pricing model that remains commercially fair and easier to work with than many legacy courier or transport networks, while still preserving:
That balance is fundamental to the ShipSherpa's marketplace model.
Part 8
This Schedule governs the additional pricing adjustments that may apply where a booked movement enters, exits, originates from or terminates in a geography that creates materially different operating conditions from the baseline route assumptions used in standard pricing.
ShipSherpa's quoted rate for a Job is generated on the basis of route distance, vehicle type, timing and expected operational profile. Some parts of the UK, however, carry additional cost or reduced network efficiency because of access friction, lower vehicle density, poor backload conditions, metropolitan delay or corridor-specific restrictions.
This Schedule identifies the geographic circumstances in which a surcharge may be applied in addition to the quoted Job price.
It forms part of ShipSherpa's wider pricing framework and should be read together with any operational variation schedule, cancellation policy, enterprise rate card or API pricing logic applicable to the booking.
A geographic surcharge may be applied where the collection point, delivery point, route corridor or wider operating environment creates additional cost, reduced recoverability or reduced dispatch efficiency.
These uplifts are intended to reflect genuine route-economics factors, including:
The purpose of this Schedule is to preserve realistic network coverage across hard-to-serve regions and premium urban zones while maintaining fair pricing for the broader marketplace.
For the purposes of this Schedule, ShipSherpa may classify routes by reference to one or more of the following geographic conditions:
Regional Access Zone
A postcode area or corridor where driver density, backload conditions or general route economics justify a fixed uplift.
Extended Rural or Low-Density Zone
A geography in which distance, sparse supply, poor return leg recovery or operational friction creates materially increased route cost.
London / Metro Movement Zone
A route involving M25 access, London circulation, compliance-zone exposure or premium city-dispatch conditions.
Exceptional Access Geography
A movement involving islands, ferries, toll structures, weather-sensitive corridors, unusual access restrictions or materially abnormal route friction.
A single booking may fall into more than one category.
Unless a negotiated enterprise tariff or API pricing override applies, the following regional uplifts may be applied by reference to the applicable collection postcode, delivery postcode or both.
| Postcode area / sector | Geographic classification | Uplift |
|---|---|---|
| AB | Aberdeen & North East Scotland | 20% |
| BH | South Coast Bournemouth Corridor | 20% |
| BN | Brighton & Sussex Coast | 15% |
| CA | Cumbria / Carlisle Access Zone | 20% |
| CO | Colchester & East Essex | 15% |
| CT | East Kent / Canterbury | 25% |
| DD | Dundee & East Scotland | 25% |
| DG | Dumfries, Borders & South West Scotland | 30% |
| DT | Dorset / Dorchester | 20% |
| EX | Exeter & Devon Access Zone | 20% |
| IP | Ipswich & Suffolk | 15% |
| IV | Highlands / Inverness | 25% |
| KA | Ayrshire / Kilmarnock | 20% |
| KY | Fife / Kirkcaldy | 15% |
| LA | Lancaster / North Lancashire | 25% |
| LD | Mid Wales / Powys Access Zone | 25% |
| LL11–17, LL20 | North Wales Coastal Corridor | 15% |
| LL18–19, LL21–78 | Extended North Wales Rural Zone | 40% |
| ME | Medway / Rochester Corridor | 25% |
| NR | Norwich & Norfolk | 15% |
| PA | West Scotland / Paisley & Clyde | 30% |
| PE | Peterborough & East Midlands Edge | 15% |
| PH | Perthshire / Highlands Gateway | 40% |
| PL | Plymouth & Deep South West | 40% |
| PO | Portsmouth & South Coast Port Zone | 15% |
| SA1–16, SA18, SA80, SA99 | Swansea Urban & Coastal | 15% |
| SA17, SA19–20, SA31–48, SA61–73 | West Wales Extended Rural Zone | 40% |
| SO | Southampton & Solent Corridor | 15% |
| SY | Shropshire / Welsh Border | 25% |
| TA | Taunton & Somerset West | 25% |
| TD | Borders / Galashiels Cross-Border Zone | 25% |
| TN | Tunbridge Wells & Kent Weald | 25% |
| TQ | Torbay / Torquay | 40% |
| TR | Cornwall / Truro Peninsula | 40% |
A surcharge under the Regional Access Uplift Matrix may be applied where:
Where both collection and delivery locations fall within surcharge zones, ShipSherpa may apply:
The method used should reflect the actual route economics of the booking.
Routes involving London or the M25 may carry separate pricing adjustments because they are affected by conditions not fully captured by simple mileage-based pricing.
Those conditions may include:
Unless a different tariff is applied through the pricing engine, the following London movement rules apply:
| Route scenario | Pricing treatment |
|---|---|
| Collection and delivery both inside M25 | London metro pricing tariff applies |
| Collection outside M25 and delivery inside M25 | 5% London ingress surcharge |
| Collection inside M25 and delivery outside M25 | 5% London egress surcharge |
| Route crosses the M25 multiple times or involves unusual metro complexity | Additional route-complexity uplift may apply |
Where a London metro tariff applies, ShipSherpa should not duplicate a London ingress or egress uplift unless the pricing logic expressly provides for separate components.
ShipSherpa may apply additional or higher geographic uplifts where route conditions create genuine access or resourcing difficulty beyond the standard postcode matrix.
Examples include:
These uplifts may be surfaced:
Where reasonably practicable, ShipSherpa should make such uplifts visible before or at the time they are incurred.
This Schedule addresses geography-specific route economics.
It does not replace separate pricing documents dealing with:
Where another ShipSherpa schedule addresses a different source of additional cost, both charges may apply provided they relate to distinct commercial factors and are not duplicative.
For enterprise, ecommerce and API-integrated customers, geographic pricing may be applied through one or more of the following methods:
Where an enterprise MSA, pricing schedule, account tariff or statement of work expressly overrides this Schedule, that negotiated document shall prevail to the extent of any inconsistency.
ShipSherpa may update the surcharges in this Schedule from time to time where reasonably required to reflect changes affecting network viability or route cost, including:
Where a contracted account is materially affected, ShipSherpa will use reasonable efforts to provide notice in accordance with the relevant commercial agreement.
This Schedule is intended to operate as a commercial route-economics framework rather than as a fixed public parcel tariff.
It should be interpreted in a manner that supports:
Those principles are fundamental to ShipSherpa's marketplace model.
Part 9
ShipSherpa operates a live logistics marketplace in which pricing, route access, vehicle allocation, tracking evidence, customer trust and carrier confidence all depend on users behaving honestly and within defined commercial boundaries.
This Policy sets the conduct standards that apply to any person or organisation using, accessing or benefiting from the ShipSherpa network, whether directly or indirectly.
It applies to:
This Policy forms part of the wider ShipSherpa legal framework and applies across all bookings, shipment movements and operational workflows conducted through or derived from the platform.
This Policy is intended to protect the following core interests of the ShipSherpa network:
Any conduct that undermines those interests may be treated as a breach of this Policy even if it is not expressly listed in identical words below.
A user must not use access to the ShipSherpa platform, or any information obtained through it, to divert marketplace value away from ShipSherpa.
This includes, without limitation:
Any deliberate diversion of platform-originated commercial opportunity may lead to immediate suspension, termination, recovery of lost fees, injunctive relief and any other legal remedy available.
ShipSherpa must be able to trust that booking activity reflects genuine transport demand.
No user may create, submit or engineer bookings that are misleading, speculative, abusive or non-genuine.
Prohibited conduct includes:
ShipSherpa may investigate any account whose booking pattern suggests demand distortion, synthetic traffic or commercial bad faith.
Because ShipSherpa is a live-capacity marketplace, users must not distort allocation fairness by capturing, blocking or hoarding routes without proper intent to perform.
Drivers and fleet partners must not:
Legitimate withdrawal caused by breakdown, illness, unsafe goods, route illegality or compliance issues remains permitted, provided it is genuine and communicated promptly.
Jobs offered through ShipSherpa may only be fulfilled through the authorised operator structure recognised by the platform.
A route may not be:
Drivers and fleet partners must ensure that any substitute, vehicle or fulfilment resource used for a route has already been properly onboarded and authorised under the ShipSherpa framework.
Unauthorised delegation may trigger payout intervention, failed-service treatment, suspension and recovery of resulting customer losses.
A user must not misuse information obtained through ShipSherpa where that information has commercial, operational, customer or network sensitivity.
Protected information includes:
A user must not disclose, copy, exploit or weaponise such information for its own competitive advantage or for the advantage of any third party.
These obligations continue after account closure or suspension.
ShipSherpa relies on digital evidence to settle routes, defend claims and maintain trust. No user may interfere with that evidence chain.
Prohibited conduct includes:
Where fraud indicators arise, ShipSherpa may hold payouts, reverse credits, suspend access, retain evidence, notify insurers and refer matters to law enforcement where appropriate.
Users must not exploit ShipSherpa systems as a data-harvesting, benchmarking or competitor intelligence tool.
Prohibited conduct includes:
Where usage is excessive, abusive or commercially extractive, ShipSherpa may apply throttling, suspension, key revocation, access restrictions or revised commercial terms.
All users must deal with one another lawfully, professionally and without hostility.
The following are prohibited in any ShipSherpa-related interaction:
This standard applies across digital and non-digital interactions connected with the ShipSherpa network, including calls, messages, emails, WhatsApp escalations, support tickets and on-site conduct.
ShipSherpa requires all users to treat others fairly and in accordance with applicable equality law.
Discriminatory conduct connected with the platform, including conduct based on protected characteristics, may result in immediate suspension or permanent removal.
This applies equally to customers, drivers, fleet partners, staff users, warehouse personnel and enterprise users.
ShipSherpa may investigate suspected misuse, abuse or distortion of marketplace activity.
Investigations may relate to:
ShipSherpa may rely on booking data, route records, communications, account behaviour, GPS or POD evidence, API usage logs and other reasonable sources when assessing suspected breach.
Where ShipSherpa reasonably considers that this Policy has been breached, it may take one or more of the following actions:
The remedy chosen may reflect the seriousness, pattern and commercial impact of the conduct.
This Policy is intended to preserve honest participation in a live logistics marketplace.
It should be interpreted in a way that protects:
Those principles are fundamental to ShipSherpa's network model and are central to continued access to the platform.
Part 10
This Policy governs every digital environment, interface, workflow and connected service made available by Ship Sherpa Limited, including any access layer used to initiate, monitor, manage, evidence or analyse logistics activity.
It applies across all ShipSherpa digital surfaces, including:
The purpose of this Policy is to preserve system integrity, workflow trust, evidence reliability and operational security across the ShipSherpa logistics network.
Users may interact with ShipSherpa systems only for legitimate and authorised purposes connected with:
Any use falling outside these legitimate workflow purposes is prohibited.
No user may use any ShipSherpa digital environment in connection with:
Any suspected use linked to criminal logistics activity may be escalated to insurers, banks, payment processors or law enforcement.
Users must not interfere with, bypass, replicate or stress any protected technical boundary within the ShipSherpa ecosystem.
This includes any attempt to:
This prohibition applies whether conducted manually, through scripts, bots, crawlers, device farms or third-party tooling.
Because ShipSherpa relies on digital evidence systems for claims, customer trust and payout integrity, users must not interfere with any operational signal used to validate shipment performance.
Prohibited conduct includes:
Any attempt to compromise dispatch evidence may result in immediate service exclusion and legal recovery.
Where ShipSherpa services are accessed through mobile environments, no user may undermine application trust controls by:
ShipSherpa may rely on device trust scoring and behavioural analytics to identify misuse.
Any file, image, document, video or structured data uploaded into the platform must be authentic, lawful and directly relevant to the shipment, account or operational workflow concerned.
Users must not upload or transmit:
False compliance documentation may trigger immediate account restriction and insurer notification.
All operational and support communications must remain professional and used only for legitimate logistics administration.
This applies to:
The following are prohibited:
ShipSherpa may retain communication records for fraud defence, training, insurance and legal claims.
No user may reproduce or derive competing systems from ShipSherpa interfaces, workflows or outputs.
This includes attempts to copy or commercialise:
This restriction applies whether extraction occurs through screenshots, HTML inspection, API replay, reverse engineering or workflow observation.
ShipSherpa may deploy proportionate controls to protect its infrastructure, including:
These controls may be applied without notice where necessary to protect customer safety, payout integrity, enterprise systems or platform resilience.
Where misuse causes direct or indirect loss, ShipSherpa may pursue all available remedies, including:
This Policy is built around the protection of:
These trust controls are fundamental to ShipSherpa's AI-native logistics infrastructure.
Part 11
This Framework governs how ShipSherpa receives, triages, investigates and resolves operational complaints, platform conduct concerns, cargo incidents and associated claims arising in connection with use of the ShipSherpa network.
It applies to issues involving:
This Framework forms part of ShipSherpa's wider legal and operational structure and applies across customer bookings, driver activity, fleet operations, enterprise workflows and API-originated movements unless expressly displaced by a negotiated enterprise process.
For the purposes of this Framework, ShipSherpa may treat matters differently depending on their nature.
A Complaint is any expression of dissatisfaction about service, behaviour, communication, delay, platform conduct, pricing application, waiting charges, access issues or operational experience.
An Incident is any operational event that may give rise to safety concern, route failure, damage, loss, theft, refusal, site issue, fraud concern or insurer notification.
A Claim is a request for financial recovery, compensation, reimbursement, charge reversal or insurer referral arising from an alleged loss event.
ShipSherpa may reclassify a matter if, after review, it is more properly treated as an Incident or Claim rather than a Complaint.
ShipSherpa acts primarily as the platform coordination, evidence-preservation and dispute-management layer within the logistics network.
Unless expressly agreed otherwise in writing, ShipSherpa does not hold itself out as the physical carrier responsible in all cases for transport performance, cargo custody or delivery execution.
Its role may include:
ShipSherpa will assess matters impartially based on available evidence and will not assume fault solely because a complaint has been raised.
Any user becoming aware of a matter that may require investigation should notify ShipSherpa as soon as reasonably possible.
Reports should be submitted through the applicable support, complaints or claims channel and should, where available, include:
Prompt reporting is important because transport evidence, GPS records, site CCTV, platform events and witness recollection may deteriorate with time.
5.1 General service complaints
ShipSherpa strongly encourages Complaints to be raised within 7 calendar days of the relevant event.
5.2 Incident notification
Any Incident involving suspected cargo loss, damage, theft, site damage, refusal, suspicious goods or serious dispute should be reported immediately on discovery.
5.3 Formal claim notice
Any Claim for loss, damage, shortage, theft or property impact should be submitted no later than 7 calendar days from delivery, failed delivery or discovery, whichever occurs first.
5.4 Supporting evidence deadline
Any valuation material, repair estimates, packaging evidence, police references or further supporting documentation should ordinarily be supplied within 14 calendar days of the formal claim notice.
Failure to meet these deadlines may prejudice investigation quality and may result in rejection where evidence has been lost, compromised or unreasonably delayed.
On receipt of a reported matter, ShipSherpa may take such immediate internal steps as it reasonably considers necessary to preserve evidence and protect the platform.
This may include:
Preservation measures do not imply that fault has been established.
For non-loss service issues, ShipSherpa may investigate matters including:
ShipSherpa will review the available operational material, which may include:
ShipSherpa may seek further information where necessary. If requested information is not provided within a reasonable time, the review may be concluded on the basis of the material available.
Claims may arise from alleged:
Unless expressly agreed in writing to assume a different contractual role, ShipSherpa's default position is that it acts as the technology and coordination layer rather than the physical carrier.
Accordingly, physical transport claims may, where appropriate, be routed to the accepted driver, fleet partner or relevant insurer rather than being assumed directly by ShipSherpa.
Unless expressly agreed otherwise in writing or required by law, ShipSherpa does not accept responsibility for:
Nothing in this section limits any liability which cannot lawfully be excluded.
A Claim may be reduced, rejected or closed where ShipSherpa reasonably considers that:
Examples of external events include:
A party bringing a Claim must provide such evidence as is reasonably available to support both the occurrence of the alleged event and the amount claimed.
Depending on the nature of the Claim, this may include:
Where physical inspection may be relevant, packaging and damaged goods must be preserved so far as reasonably possible.
Claims lacking sufficient supporting material may be rejected or closed without payment.
Where theft is alleged, the claiming party must:
ShipSherpa may decline to process a theft-based Claim without a valid police reference number unless exceptional circumstances make that impossible.
Drivers and fleet partners must notify ShipSherpa immediately upon becoming aware of any actual or potential Incident affecting cargo, site safety, delivery validity or later claims exposure.
This includes:
Drivers and fleet partners should provide such contemporaneous evidence as is reasonably available, including photographs, video, timestamped notes and a written summary of the event.
Failure to report promptly may adversely affect settlement support, insurer position, route payout treatment and overall platform standing.
Where a consignment appears unsafe, unlawfully described, materially misdeclared or not fit for carriage, the driver or fleet partner must not proceed blindly.
Collection should be refused and ShipSherpa notified immediately where goods:
Failure to escalate these issues promptly may weaken the position of the driver or fleet partner in any later dispute or claim.
ShipSherpa aims, but does not guarantee, to:
More complex matters, including insurer referrals, police-linked incidents, enterprise escalations, fraud reviews or property damage matters, may take longer.
Where an investigation remains live, ShipSherpa will use reasonable efforts to provide progress updates.
Following review, ShipSherpa may determine that one or more of the following is appropriate:
ShipSherpa's platform-governance decision is final for internal marketplace management purposes, without prejudice to any legal rights any party may have outside the platform.
If a reporting party or material witness fails to provide requested information, documents or cooperation within a reasonable period, ShipSherpa may close the case on the evidence then available.
Where no meaningful response is received for 14 working days after a reasonable information request, ShipSherpa may treat the matter as dormant and close it administratively, subject to any mandatory legal retention or insurer requirements.
Claims payments, goodwill credits, charge reversals and compensatory settlements may differ in VAT treatment depending on their legal basis.
Each customer, enterprise user, driver and fleet partner remains responsible for its own accounting and tax treatment unless a written contract expressly states otherwise.
This Framework applies by default across all service layers, including collections, same-day delivery, trunking, linehaul, ecommerce, retail, marketplace, logistics provider, API and B2B enterprise use.
Where a bespoke enterprise SLA, insurance-backed process, master services agreement or separately agreed claims schedule expressly displaces this Framework, the negotiated arrangement shall prevail to the extent of any inconsistency.
This Framework exists to support a fair, evidence-based and operationally credible way of handling disputes and loss events across a live logistics marketplace.
It is intended to preserve:
Those objectives are fundamental to ShipSherpa's platform model.