Customer Delivery Policy
This policy sets out the responsibilities and expectations for customers booking deliveries through Veubi360.
1. Accurate Booking Information
You are responsible for providing accurate and complete pickup and drop-off information, including:
- Full street address including flat/unit/floor number
- Building access instructions (entry codes, buzzer numbers, landmarks)
- Contact phone number where the driver can reach you
- Any special delivery instructions (e.g. "leave with neighbour", "ring bell twice")
Veubi360 and drivers are not responsible for failed deliveries caused by inaccurate or incomplete information.
2. Parcel Packaging
You are responsible for ensuring your parcel is securely packaged before pickup. Items should be:
- Wrapped, boxed, or bagged appropriately for the item type
- Labelled with the recipient's address if required
- Free from loose packaging that could shift during transit
- Within the size and weight limits for the vehicle type selected
Veubi360 and drivers are not liable for damage caused by inadequate packaging.
3. Prohibited Items
You must not attempt to send prohibited items through Veubi360. Please review our Prohibited Items Policy. Attempting to send prohibited items may result in job cancellation, account suspension, and potential legal action.
4. Availability at Pickup
Unless you have selected a contactless or safe-place delivery, you or a representative should be available at the pickup location when the driver arrives. If the driver cannot collect the parcel, the job may be cancelled and a fee may apply.
5. Delivery Tracking
Once a driver accepts your job, you can track their real-time location in the Veubi360 app. You will receive push notifications at key delivery milestones. Ensure notifications are enabled for the best experience.
6. Proof of Delivery
For all deliveries, the driver will capture proof of delivery at the drop-off point, which may include:
- A photo of the delivered item at the drop-off location
- A recipient signature (if signature-required is selected)
- A recorded safe-place delivery location (if safe-place is enabled)
Proof of delivery is accessible in your order history within the Veubi360 app.
7. Disputes
If your delivery is not completed as expected, contact us within 48 hours at support@veubi360.co.uk with your booking reference and details of the issue.