MODERN MILKMAN LTD
Parcel Collection Service – Terms & Conditions
Version: 1.0 Effective from: 10 June
PARCEL COLLECTION SERVICE — TERMS & CONDITIONS
Please read the following important Terms carefully and check that you agree with them before you book a Parcel collection with us.
These Terms apply to Modern Milkman’s collection facilitation, hub processing/labelling and handover service .The Service is not an end-to-end parcel delivery service. Onward sortation, carriage and delivery are provided by Evri (or any other Carrier named to you before you confirm your booking) under that Carrier’s own terms.
By placing a booking for a Parcel collection through our Website or App, you agree to these Terms. If you do not accept these Terms, please do not use the Service.
Important things to know before you book
• We collect Parcels from your doorstep or other Safe Location as part of the Service and hand them to Evri (or any other Carrier named to you before you confirm your booking) for onward delivery.
• You must package your Parcel securely and write the Collection Code we provide clearly and legibly on the Parcel. We use that code to match the Parcel to your booking and print/apply the Evri or other Carrier label at our hub.
• Evri is the initial and current Carrier for the Service. If another Carrier is used for your booking, we will name that Carrier before you confirm. Onward delivery is performed by Evri/the named Carrier under its own terms, not by us.
• Parcels left out at your doorstep or other Safe Location are at your risk until our Driver physically collects them, takes them into our actual possession and the collection is recorded by scan, system entry, Driver confirmation or other collection evidence. A collection record made in error does not transfer risk to us if the Parcel was not actually physically collected by our Driver.
• Some items must not be sent, and some items are carried at your risk — see Schedules 1 and 2.
• If a Parcel is reasonably suspected of containing a Prohibited Item, a dangerous item or anything else that does not comply with these Terms, we or Evri/the named Carrier may open and inspect it where lawful and reasonably necessary for safety, security or compliance purposes. See clause 9.4.
• Our maximum compensation for loss or damage to a Parcel while it is in our care before handover to Evri/the named Carrier is £20 per Parcel, unless you have bought any enhanced cover we make available. See clause 11.
Do you need extra help?
If you would like these Terms in another format (for example: audio, large print) please contact us using the contact details set out in clause 1.2 of our main online-shop Terms.
1. WHO WE ARE AND HOW TO CONTACT US
1.1 Who we are. When we say “we”, “us” or “our”, we mean Modern Milkman Ltd, a company registered in England and Wales under company number 11639509, whose registered office and main trading address is at 4th Floor 111 Piccadilly, Manchester, England, M1 2HY. Our VAT number is 327654584. We operate the Modern Milkman website at https://themodernmilkman.co.uk (“Website”) and the Modern Milkman mobile app (“App”).
1.2 How to contact us. If you wish to contact us about the Service, including to raise a complaint or a Claim (as defined below), please use the chat function on our Website or App, or the contact email shown on our “Contact us” page at https://themodernmilkman.co.uk/contact-us/.
1.3 How we will contact you. If we need to contact you about your booking we will do so using the contact details you have provided to us through your Account (typically by email, push notification, text or phone).
2. ABOUT THESE TERMS
2.1 What these Terms cover. These are the terms and conditions on which we offer you the Service.
2.2 Relationship to our online-shop Terms and Carrier terms. Our online-shop Terms at https://blog.themodernmilkman.co.uk/terms-conditions-2024/ continue to apply to your Account and your use of our Website and App. These Terms apply in addition to those Terms in relation to the Service. Where there is any conflict between these Terms and the online-shop Terms in relation to the Service, these Terms prevail. Evri’s terms and conditions (or the terms of any other Carrier named to you before you confirm your booking) apply to onward sortation, carriage and delivery.
2.3 Why you should read these Terms. These Terms set out your legal rights and responsibilities, our legal rights and responsibilities, and certain key information required by law. Please read them carefully before you book a Parcel collection. You should retain a copy for future reference.
2.4 Language of these Terms. These Terms are only available in English. No other languages will apply to the Service.
2.5 Changes to these Terms. We may amend these Terms from time to time, for example to reflect changes in law or best practice, or to deal with changes we introduce to the Service. The current version of the Terms will be available on our Website and in our App. If we make material changes we will give you reasonable notice (typically by email or push notification) before they take effect. The Terms in force at the time you place a booking will govern that booking.
3. YOUR PRIVACY
3.1 Our Privacy Notice. Under data protection legislation, we are the data controller of your personal data processed through our Website and App, including in connection with the Service. We process your personal data, and personal data of any recipient or third party whose data you provide to us, in accordance with our Privacy Notice, which is available at https://blog.themodernmilkman.co.uk/privacy-notice-2025/. It is important that you read that information.
3.2 How your data is used for the Service. As part of providing the Service, we will share relevant personal data (including the Collection Address, Delivery Address, contact details, booking and Parcel information, Collection Code and collection records) with Evri/the Carrier and our delivery, payment, fraud-prevention and support providers, as described in our Privacy Notice. Collection evidence (which may include scan records, system entries, Driver confirmations and, where used, photographs of the Parcel or Safe Location) and inspection records under clause 9.4 are processed for proof of collection, safety, compliance, fraud prevention and dispute resolution in accordance with our Privacy Notice.
3.3 Third-party data. If you provide personal data about another individual (for example, the recipient of the Parcel), you confirm that you are entitled to share that information with us and that you have given that individual the privacy information required by data protection law (in particular, that we will share their address and contact details with Evri/the Carrier to deliver the Parcel).
4. ELIGIBILITY AND USE RESTRICTIONS
4.1 You must be at least 18 years old. You must be at least 18 years old and have legal capacity to enter into these Terms to book the Service.
4.2 You must have an Account. You must have a Modern Milkman Account to book the Service. The rules in clause 2.4 of our online-shop Terms (“You must register to use our Products”) apply to your Account.
4.3 Service area. We can only offer the Service in certain parts of the United Kingdom, where we operate a milkround route. To check if the Service is available in your area, log into your Account on our Website or App. We may add or remove Service areas as we, in our complete discretion, see fit.
5. THE SERVICE
5.1 What the Service is. The Service is our collection facilitation, hub processing/labelling and handover service. It consists of:
(a) us collecting a pre-sealed Parcel bearing the Collection Code from your doorstep or other Safe Location at the Collection Address during a Collection Window;
(b) us moving the Parcel to our hub or depot, matching it to your booking using the Collection Code, and printing/applying the Evri or other Carrier label where applicable; and
(c) us handing the Parcel to Evri (or any other Carrier named to you before you confirm your booking) for onward sortation, carriage and delivery to the Delivery Address.
5.2 Our role and the delivery contract. We are not the principal carrier for onward transport or delivery. For onward sortation, carriage and delivery, we act only as a disclosed agent or intermediary for Evri/the named Carrier. The delivery contract for that stage is between you and Evri/the named Carrier, subject to that Carrier’s own terms and conditions. Our role is limited to collection, hub processing/labelling where applicable, and handover to Evri/the named Carrier.
5.3 When responsibility transfers. In plain English: until our Driver physically collects the Parcel from the Safe Location, takes it into our actual possession and the collection is recorded by scan, system entry, Driver confirmation or other collection evidence, the Parcel remains at your risk. A scan, system entry, Driver confirmation or other collection record made in error does not, by itself, mean that we have collected the Parcel or assumed custody of it. While the Parcel is actually in our custody before handover, including while it is moved to and processed at our hub or depot, we are responsible for exercising reasonable care in handling it. Risk and responsibility for onward sortation, carriage and delivery transfer to Evri/the named Carrier no later than handover or Carrier acceptance at our hub or depot.
5.4 Which terms apply at each stage. These Terms govern our collection, hub processing/labelling and handover role. Evri’s terms and conditions (or the terms of any other Carrier named to you before you confirm your booking) govern onward sortation, carriage and delivery. If there is a conflict for the onward delivery stage, Evri/the Carrier terms prevail for that stage, subject always to your non-excludable consumer rights.
5.5 What we will not do. Except as expressly allowed under clause 9.4, as part of the Service we do not:
(a) repackage, seal, re-seal or otherwise modify your Parcel;
(b) accept cash, payment on delivery (COD) or any other payment instrument inside or attached to a Parcel;
(c) carry Prohibited Items (see Schedule 1);
(d) act as a bulk freight, pallet or commercial-load aggregation point; or
(e) guarantee any specific onward delivery time — however, we may show expected delivery information in our App or communications.
6. BOOKING A COLLECTION
6.1 How to book. You book a Parcel collection by logging into your Account on our Website or App, selecting the available Service type (initially an Evri parcel collection service where offered, or such other option as we publish), choosing a Collection Date, providing the required Parcel details (including size, weight, destination and a contents declaration), confirming that the Parcel does not contain a Prohibited Item, and confirming acceptance of these Terms.
6.2 Carrier identification and terms. Evri is the initial and current Carrier for the Service. If another Carrier is used for your booking, the name of that Carrier will be shown to you in the App or on the Website before you confirm the booking and repeated in the booking confirmation. We will provide or link to Evri’s terms and conditions (or the named Carrier’s terms) before you confirm the booking.
6.3 Order acknowledgement and acceptance. When you place a booking we will acknowledge it on screen, followed by a confirmation email or push notification. Acknowledgement does not mean that we have accepted your booking. We will only accept the booking when we send you that confirmation. At that point, a legally binding contract for that booking is in place between you and us.
6.4 If we cannot accept your booking or need to cancel. We may, acting reasonably, refuse, delay or cancel a booking before collection if:
(a) we believe the booking the Parcel or proposed collection does not comply with these Terms (including in relation to Prohibited or Restricted Items, parcel limits, packaging requirements, the Collection Code or the information you provided when booking);
(b) we cannot reasonably or safely perform the Service to the Collection Address (for example because it is outside our operational area, is inaccessible, or there are safety, operational or legal concerns);
(c) the booking appears to be fraudulent or to misuse the Service; or
(d) an event outside our reasonable control prevents us from performing the Service (see clause 13).
If we cannot accept a booking for a reason that is not your fault, we will email you and will refund any payment you have made for that booking by the method you used for payment within 14 days.
6.5 Errors in pricing or descriptions. We try to ensure that prices and descriptions on the App and Website are accurate. If, after accepting your booking, we notice a pricing error which was obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, credit your Account with any sums paid and (where applicable) ask you to return any materials provided to you. This mirrors the approach in clause 8.7 of our online-shop Terms.
7. FEES AND PAYMENT
7.1 Fees. The Fees for the Service are those shown in the App or on the Website at the time of booking. Fees are stated in pounds sterling and are inclusive of VAT at the applicable rate where VAT applies.
7.2 Surcharges and additional fees. We will only charge a surcharge or additional fee if the type of charge and the amount, maximum amount or clear method for calculating it is shown to you in the App, on the Website or on our pricing page before you confirm the booking or, if the need for the charge arises later, before you choose the relevant reattempt, return, holding or handling option. Any surcharge or additional fee must be reasonable and reflect the additional cost to us or the Carrier of dealing with the relevant issue, such as a Parcel being heavier or larger than declared, a reattempted collection needed because of your fault, or return, holding or handling needed because the Parcel cannot be collected, processed or handed to Evri/the Carrier due to your non-compliance with these Terms. We will not charge a surcharge or additional fee where the need for it is caused by our fault, and this clause does not affect your statutory rights.
7.3 How to pay. You authorise us (or our payment provider) to take payment of the Fees using the payment method shown in the App at the time of booking. If a payment fails, we may suspend or cancel the booking. Clause 8.5 of our online-shop Terms (Payment failures) applies to payment failures under this Service.
7.4 Refunds. Where these Terms or the law require us to refund Fees, we will do so by crediting your Account (or, where this is not possible, by the method you used for payment) within 14 days of becoming obliged to do so. This does not affect your statutory refund rights.
8. THE COLLECTION PROCESS
8.1 Collection Window. We will attempt to collect the Parcel overnight during our milkround. This is an estimate, not a guarantee. Because we make collections during our normal milkround cycle (typically at night or in the early hours of the morning), the time of attendance within the Collection Window may vary, in line with how we describe our deliveries at clause 7.4 of our online-shop Terms.
8.2 Parcel Location and your responsibilities before collection. You confirm that you give us permission to enter the relevant part of your property to access the Parcel for the sole purpose of collecting the Parcel. You must package the Parcel securely, write the Collection Code correctly and legibly on the Parcel, and leave it in a safe, accessible Safe Location. You must not leave the Parcel on a public highway or anywhere the Parcel could constitute a trip hazard, be hit by a vehicle, or be unsafe for our Driver to access.
8.3 Your presence is not required. Because of our typical collection times (which are subject to change), you do not need to be present at the Collection Address at the time of collection. Our Driver will not knock or ring the doorbell. This is consistent with how we make deliveries under our online-shop Terms.
8.4 Verification before collection. Before lifting the Parcel, our Driver (or our systems) may verify that the Parcel is physically present at the Safe Location and that the Collection Code is present and legible. We may use scan records, system entries, Driver confirmations, photographs or other collection evidence as part of this verification, but you do not need to provide or attach an Evri/Carrier label before collection unless we tell you otherwise in the booking flow.
8.5 Proof of collection and completed collection. Collection is only completed when our Driver has taken actual physical possession of the Parcel and that collection has been recorded by scan, system entry, Driver confirmation or other collection evidence. A scan, system entry, Driver confirmation or other collection evidence is not, by itself, completion of collection if the Parcel was not actually physically collected by our Driver. If a collection record is made in error, we may correct it and the Parcel remains at your risk unless and until we actually physically collect it. On successful collection, we will log the time, location and Driver identity tag, and we will notify you by push notification and/or email. We keep collection records for the period set out in our Privacy Notice.
8.6 Driver refusal. Our Driver may refuse to collect a Parcel if, acting reasonably, the Driver believes that:
(a) the Collection Code is missing, incorrect, illegible or does not appear to match the booking, or the Parcel is unsealed or insecurely packaged;
(b) the Parcel exceeds the limits in Schedule 3;
(c) the Parcel appears to contain, or is reasonably suspected of containing, a Prohibited Item or other non-compliant contents;
(d) collection would put the Driver, you or any other person at risk; or
(e) access to the Safe Location is unsafe, blocked or not as described.
We will notify you of any refusal and, where appropriate, the reason. A Driver refusal under this clause does not give rise to a Claim, except where you can show that we collected the Parcel and then lost or damaged it while it was actually in our custody.
8.7 Failed and missed collections. If the Parcel is not at the Safe Location when our Driver attends, if the Safe Location is inaccessible or unsafe, if the Parcel is not securely packaged, if the Collection Code is missing or illegible, or if the Parcel otherwise does not comply with these Terms, the collection will be treated as a failed collection. We will notify you and may offer to rebook for the next available Collection Window. Fees may still apply where collection fails because of your fault, but any reattempt or handling fee will only be charged in accordance with clause 7.2. If we fail to attempt collection within the Collection Window through our fault, you may request a rebook at no additional cost or, where the booking has not yet been performed, cancel the booking and receive a refund of any Fees paid for that booking.
8.8 Rebooking and cancellation. You may cancel or rebook a collection through the App up to the cut-off time shown in the App for the relevant Collection Window. After that cut-off, cancellation may not be possible and Fees may not be refundable, except where required by law (see clause 14). We may charge a reattempt, return or handling fee only where the charge complies with clause 7.2 and the need for it is caused by your failure to meet the Service requirements.
9. PROHIBITED ITEMS, RESTRICTED ITEMS AND PARCEL LIMITS
9.1 Prohibited Items and customer warranty. You must not present a Parcel for collection that contains a Prohibited Item. You promise that the Parcel contents comply with these Terms, Evri’s prohibited and restricted items requirements (available at https://www.evri.com/send/what-i-can-and-cannot-send) or the equivalent list for any other named Carrier, and applicable law. A non-exhaustive list of Prohibited Items is set out in Schedule 1.
9.2 Restricted Items. Schedule 2 lists Restricted Items, which may be carried only subject to these Terms and Evri/the named Carrier’s requirements, but for which no compensation is payable in the event of Loss, damage or Delay.
9.3 Parcel limits. Parcels must comply with the limits in Schedule 3. We may refuse to collect, process or hand to Evri/the Carrier any Parcel that exceeds those limits, or apply a surcharge under clause 7.2 where that surcharge has been disclosed and calculated in accordance with that clause.
9.4 Consequences of sending a Prohibited Item or other non-compliant Parcel. If we, Evri or the Carrier discover that a Parcel contains, or is reasonably suspected of containing, a Prohibited Item or otherwise does not comply with these Terms, the Carrier’s terms or applicable law:
a. we and Evri/the Carrier may open, inspect and check the Parcel and its contents, and may record the results of that inspection, where lawful and reasonably necessary to investigate the suspected non-compliance or to protect the safety or security of any person, premises, vehicle or network;
(b) we may refuse to collect, return, hold, not process, dispose of or surrender to the relevant authorities the Parcel, where lawful and reasonable;
(c) no compensation is payable in respect of the Parcel, including for Loss, damage, Delay, disposal, return, seizure or onward delivery failure caused by that non-compliance;
(d) you shall indemnify us against any losses, costs, claims, fines or liabilities (including legal costs reasonably incurred) suffered or incurred by us, Evri/the Carrier or any third party as a result of you sending or attempting to send a Prohibited Item or other non-compliant Parcel, except to the extent that such losses are caused by our negligence or breach of these Terms or, in the case of a consumer, to the extent that this indemnity would not be enforceable as against a consumer under applicable law.
9.5 Rejection or failed handover by Evri/the Carrier. If Evri/the Carrier rejects the Parcel, or handover fails, because of an incorrect, missing or illegible Collection Code, a labelling issue, a Prohibited or Restricted Item, an inaccurate declaration, a packaging defect, a parcel limit breach, an inaccurate address or other customer non-compliance, we may refuse, return, hold, reattempt, dispose of or cancel the Service as appropriate and where lawful and reasonable. We may charge additional fees only in accordance with clause 7.2. We are not responsible for onward delivery failures caused by that non-compliance.
10. ONWARD DELIVERY BY EVRI/THE CARRIER
10.1 Estimated delivery times and tracking. We will share delivery status in the App where available and provide a link to Evri/the Carrier’s tracking. Any delivery time shown for the onward delivery stage is an estimate given by or on behalf of Evri/the Carrier, unless the Carrier’s terms say otherwise.
10.2 Delivery attempts and safe place. Evri/the Carrier’s own terms govern the number of delivery attempts, the use of safe place and neighbour delivery, redelivery and recipient refusal. We are not responsible for Evri/the Carrier’s choices in this regard.
10.3 Proof of delivery. You can find proof of delivery via Evri/the Carrier’s website by using your tracking code.
10.4 Undeliverable Parcels and returns. If Evri/the Carrier cannot deliver the Parcel, Evri/the Carrier will deal with it under its own terms (which may allow the Carrier to return the Parcel to the sender, hold it at a parcelshop, or dispose of it after a period). We are not responsible for the cost of returns or storage charged by Evri/the Carrier.
11. LOSS, DAMAGE, DELAY AND CLAIMS
11.1 Scope of this clause. This clause deals with Claims relating to the collection, hub processing/labelling and handover element of the Service (i.e. after the Parcel has been physically collected, taken into our actual possession and recorded by us, and before handover to Evri/the Carrier). Our responsibility during this period is to exercise reasonable care in handling the Parcel; we are not strictly liable for all loss or damage. Claims relating to events after Evri/the Carrier has accepted the Parcel are made against Evri/the Carrier under its own terms; we will provide reasonable assistance in raising such Claims with the Carrier.
11.2 How to make a Claim. If you wish to make a Claim against us, you should contact us using the contact methods at clause 1.2 as soon as reasonably possible after becoming aware of the issue, to help us investigate and resolve it. We would normally expect you to notify us within:
(a) 28 days of the scheduled collection date (for non-collection or Loss Claims); or
(b) 28 days of becoming aware of the damage (for damage Claims),
and, as a normal longstop, no later than 90 days after the scheduled collection date. These are expected notification windows and are not an absolute forfeiture of statutory rights. If you notify us late, we may reject or reduce the Claim only to the extent that the delay has materially affected our ability to investigate, defend or resolve the Claim. Nothing in this clause 11.2 affects any statutory consumer rights that cannot lawfully be excluded or limited.
11.3 Evidence we may require. We may ask you for reasonable evidence to support a Claim, including:
(a) the booking reference and Collection Code;
(b) a description of the Parcel and its contents and (if known) its value, supported by purchase receipts or invoices where available;
(c) photographs taken at booking and (where available) of any damage;
(d) evidence of the cost of repair or replacement; and
(e) for Loss Claims after handover, confirmation from Evri/the Carrier that the Parcel has not been delivered.
11.4 Compensation cap. Subject to clauses 11.5 to 11.7 and clause 12, our maximum liability for Loss of, or damage to, a single Parcel while it is in our care before handover to Evri/the Carrier is the lesser of:
(a) the cost price (or, for a consumer, the reasonable replacement value) of the Parcel; and
(b) £20 per Parcel (the “Standard Cap”).
11.5 Enhanced cover. If we offer, and you purchase, enhanced cover for a Parcel at the time of booking, the higher cap shown in the App applies to that Parcel in place of the Standard Cap. Enhanced cover does not apply to Restricted Items or Prohibited Items.
11.6 Exclusions. Subject to clause 12.4, the compensation caps and enhanced cover in this clause 11 do not apply, and no compensation is payable, for:
(a) Restricted Items (Schedule 2) or Prohibited Items (Schedule 1);
(b) Loss, damage or Delay caused or contributed to by inadequate packaging, an incorrect, missing or illegible Collection Code, inaccurate booking details, an inaccurate Delivery Address, customer fault or any other breach of these Terms by you;
(c) consequential, indirect or special loss;
(d) Delay alone, unless we have expressly agreed a guaranteed time in writing and that guarantee has been breached;
(e) Loss, damage or Delay caused or contributed to by your failure to follow reasonable instructions given in the App, on the Website or by our support team;
(f) events outside our reasonable control (see clause 13);
(g) Loss or damage occurring before the Parcel is physically collected by us and that collection is recorded, or after Carrier acceptance; and
(h) Parcels alleged to have been left out but not found by our Driver or not recorded as collected, unless you can show that we collected the Parcel and then lost or damaged it while it was actually in our custody.
11.7 Determination. We will assess a properly made Claim within a reasonable time. Where a Claim is accepted, we will pay the compensation due (typically by credit to your Account, in line with clause 9.10 of our online-shop Terms) within 14 days of acceptance. Acceptance of a Claim is not an admission of liability beyond the amount paid.
12. LIMIT ON OUR RESPONSIBILITY TO YOU
12.1 Our overall position. This clause sets out our responsibility to you in connection with the Service, subject to your statutory rights (see clauses 12.4 and 14). The limits and exclusions in these Terms are intended to be transparent and fair, and do not affect any rights which cannot lawfully be excluded or limited.
12.2 Acts of Evri/the Carrier. Subject to clause 12.4, we are not legally responsible for any act or omission of Evri/the Carrier after Evri/the Carrier has accepted the Parcel from us. Your remedy for any such act or omission lies against Evri/the Carrier under the Carrier’s terms.
12.3 Cap on our liability. Subject to clause 12.4 and only to the extent permitted by law, our total aggregate liability under or in connection with these Terms, whether in contract, tort (including negligence), for breach of statutory duty or otherwise, is limited as follows:
(a) for any single Claim relating to a Parcel, to the compensation cap that applies under clause 11, but that cap does not limit any statutory consumer rights or remedies which cannot lawfully be excluded or restricted, including where the Consumer Rights Act 2015 does not permit us to limit them; and
(b) for other claims arising from the relevant booking or Service, where a liability cap is legally permitted and subject always to your non-excludable statutory rights and remedies, to an amount equal to the Fees paid by you for that booking or, if the claim relates to more than one booking, the Fees paid by you for the affected bookings in the 12 months immediately before the event giving rise to the liability.
12.4 Things we do not exclude or limit. Nothing in these Terms limits or excludes our liability for:
(a) death or personal injury caused by our negligence or the negligence of our employees, agents or sub-contractors;
(b) fraud or fraudulent misrepresentation;
(c) any matter for which section 31, section 57 or section 65 of the Consumer Rights Act 2015 (or any other consumer protection law) does not permit us to exclude or restrict liability, rights or remedies, including your non-excludable rights and remedies for services and our obligation to perform the Service with reasonable care and skill; or
(d) any other liability which cannot be lawfully limited or excluded.
13. EVENTS OUTSIDE OUR CONTROL
13.1 What this clause covers. If our performance of the Service is delayed or prevented by an event outside our reasonable control, or we need to delay or cancel collection for safety, operational or legal reasons, we will contact you as soon as possible and take reasonable steps to minimise the effect. Events outside our control include (but are not limited to) bad weather, fire, flood, hostilities and civil disturbance that may affect the safety of our Drivers, failures of Evri/the Carrier’s network, acts of government or other authorities, labour disputes, pandemics and cyber-attacks. This mirrors clause 7.7 of our online-shop Terms.
13.2 If performance is significantly delayed or prevented. If an event outside our reasonable control makes performance of a booking impossible or significantly delayed, either we or you may cancel the booking by written notice and you will receive credit to your Account (or a refund) for any Fees you have paid for that booking, except to the extent the failure was caused by your breach of these Terms or the Service has already been performed. This does not affect your statutory rights.
14. YOUR STATUTORY RIGHTS AND CANCELLATION
14.1 Statutory rights preserved. If you are a consumer, you have a number of statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contracts Regulations”) and other consumer protection legislation. Nothing in these Terms affects those rights.
14.2 Reasonable care and skill. We will perform the Service with reasonable care and skill, as required by section 49 of the Consumer Rights Act 2015.
14.3 14-day cancellation right. If you are a consumer, you have the right to cancel a booking within 14 days of the day on which we accept your booking, without giving any reason. This right is subject to clause 14.4 where you expressly ask us to start the Service during that 14-day cancellation period.
14.4 Express request to begin during the cancellation period. If you choose a Collection Window that falls within the 14-day cancellation period, we will ask you at booking to expressly request that we start performing the Service during that period and to acknowledge the consequences set out below. For this clause 14.4, “performance starts” when we begin to perform the Service for that booking, including when our Driver attends for collection or when we collect or process the Parcel, as appropriate. If you give that express request and acknowledgement:
(a) you may still cancel before performance starts;
(b) if performance starts before you cancel, and you cancel before the Service has been fully performed, you must pay us a fair amount for the part of the Service provided up to the point of cancellation; and
(c) once the Service has been fully performed during the cancellation period at your express request, you lose your right to cancel that booking.
14.5 How to cancel. To exercise your cancellation right you may use the cancellation function in the App or contact us using one of the methods in clause 1.2. Where clause 14.4 applies, you can still cancel before performance starts.
14.6 Refunds on cancellation. Where you cancel in accordance with this clause 14, we will credit your Account with the Fees paid (less any fair amount payable under clause 14.4(b), where applicable) within 14 days of receiving your cancellation notice. This is consistent with the reimbursement approach at clause 9.10 of our online-shop Terms and does not affect your statutory refund rights.
14.7 Alternative dispute resolution. If you are a consumer and we are unable to resolve a complaint to your satisfaction through our internal complaints process (see clause 17), we will let you know and give you the information required by law about alternative dispute resolution, in line with clause 17.5 of our online-shop Terms.
15. CUSTOMER SUPPORT AND COMPLAINTS
15.1 How to contact us. If you have a question, complaint or Claim about the Service, please contact us using the methods set out in clause 1.2.
15.2 Acknowledgement and response. We will acknowledge complaints within a reasonable time, and aim to provide a substantive response within 10 working days.
15.3 Escalation. If you are not satisfied with our response, you may escalate the complaint through our complaints process described on the “Contact us” page of our Website. See also clause 14.7 for alternative dispute resolution if you are a consumer.
16. WHEN WE MAY SUSPEND OR END YOUR USE OF THE SERVICE
16.1 Grounds. We may suspend or end your access to the Service, or cancel a booking, if you:
(a) send or attempt to send a Prohibited Item;
(b) engage in fraud, attempted fraud or other unlawful behaviour;
(c) fail to pay any Fees due (and clause 8.5 of our online-shop Terms applies);
(d) abuse, threaten or harass our Drivers or support staff;
(e) repeatedly fail to make Parcels available at the Safe Location during the Collection Window; or
(f) are in material breach of these Terms and (where capable of remedy) have not remedied that breach within a reasonable period of being asked to do so.
16.2 Effect. Suspension or ending of your access to the Service under this clause does not affect any rights or remedies that have already accrued, and does not by itself end your wider Account or your contract with us under our online-shop Terms (which is governed by clauses 13 and 14 of those Terms).
17. OTHER IMPORTANT TERMS
17.1 We may transfer this contract. We may transfer our rights and obligations in relation to the Service to another organisation, but this will not affect your rights or our obligations under these Terms. This mirrors clause 17.1 of our online-shop Terms.
17.2 Nobody else has any rights under this contract. These Terms are between you and us. No other person shall have any rights to enforce any of these Terms.
17.3 If a court finds part of these Terms illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
17.4 Even if we delay enforcing this contract, we can still enforce it later. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean we have waived our rights against you. Any waiver by us of a default by you will only be effective if given in writing, and will not mean that we will automatically waive any later default by you.
17.5 Which laws apply and where you may bring legal proceedings. These Terms are governed by English law and you can bring legal proceedings in respect of the Service in the English courts, except that this will not have the effect of depriving you of the protection afforded to you by mandatory provisions of the applicable laws regulating the choice of governing law and/or jurisdiction in consumer contracts. For example, if you live in Scotland you can bring legal proceedings in respect of the Service in either the Scottish or the English courts, and if you live in Northern Ireland you can bring legal proceedings in respect of the Service in either the Northern Irish or the English courts. This mirrors clause 17.6 of our online-shop Terms.
18. DEFINITIONS USED IN THESE TERMS
In these Terms (and unless the context otherwise requires):
Account means your account with us, as described in clause 2.4 of our online-shop Terms;
App means the Modern Milkman mobile app;
Carrier means Evri, or any other third-party delivery operator named to you in the App or on the Website before you confirm your booking, that takes the Parcel from us for onward sortation, carriage and delivery. Evri is the initial and current Carrier for the Service;
Carrier acceptance means the point at which Evri/the Carrier confirms receipt of the Parcel from us at our hub or depot for onward sortation, carriage and delivery;
Claim means a request for compensation in respect of Loss, damage or Delay relating to a Parcel;
Collection Address means the UK address you specify in the booking from which the Parcel is to be collected;
Collection Code means the code we provide for your booking, which you must write clearly and legibly on the Parcel so we can match it to the booking and print and apply the Carrier label at our hub;
Collection Window means the time window during which we will attempt to collect the Parcel;
Delay means delivery of a Parcel by Evri/the Carrier after the estimated delivery date for the relevant Carrier service;
Delivery Address means the address you specify in the booking as the intended destination, which we use to generate the Evri/Carrier label at our hub;
Driver means an employee, agent or sub-contractor of the Company collecting Parcels on our behalf;
Fees means the charges payable by you for the Service, including any surcharge or additional fee payable under clause 7.2;
Loss means the physical loss of a Parcel while it is in our care after it has been physically collected by us, taken into our actual possession and recorded as collected, and before handover to Evri/the Carrier;
Parcel means the pre-sealed item you have asked us to collect, which must be securely packaged, marked clearly and legibly with the Collection Code, and comply with the limits in Schedule 3;
Privacy Notice means our privacy notice available at https://blog.themodernmilkman.co.uk/privacy-notice-2025/, as updated from time to time;
Prohibited Item means any item listed in Schedule 1 or otherwise prohibited by these Terms, Evri/the Carrier’s terms or applicable law;
Restricted Item means an item listed in Schedule 2 which may be carried subject to these Terms and Evri/the Carrier’s requirements, but for which no compensation is payable in the event of Loss, damage or Delay;
Safe Location means the doorstep, porch, milk hut or other safe and accessible location you designate during booking at which the Parcel will be available for collection;
Service means Modern Milkman’s collection facilitation, hub processing/labelling and handover service as described in clause 5, and does not include onward sortation, carriage or delivery by Evri/the Carrier; and
Website means the Modern Milkman website at https://themodernmilkman.co.uk, including as optimised for use on mobile devices.
SCHEDULES
Schedule 1 — Prohibited Items
The following items must not be sent through the Service. This list is non-exhaustive. Evri’s prohibited and restricted items requirements (available at https://www.evri.com/send/what-i-can-and-cannot-send) apply to the current Service. If another Carrier is named for your booking, that Carrier’s equivalent requirements apply in addition to this Schedule.
Dangerous and hazardous goods
• Explosives, fireworks, flares and ammunition.
• Compressed gases (including aerosols, propane, butane, oxygen and refrigerants).
• Flammable liquids and solids (including petrol, paints, lighter fluid, solvents and matches).
• Oxidising substances and organic peroxides.
• Toxic and infectious substances (including poisons, diagnostic samples, pesticides).
• Radioactive material.
• Corrosives (including acids, alkalis, mercury and mercury-containing devices).
• Magnetised materials above Evri/the Carrier’s accepted thresholds.
• Lithium batteries and battery-powered devices outside Evri/the Carrier’s accepted limits, and any damaged, defective or recalled batteries.
Illegal items
• Controlled drugs and psychoactive substances.
• Counterfeit goods and goods that infringe third-party intellectual property rights.
• Stolen goods or items intended for use in committing an offence.
• Indecent or obscene material, including any material involving minors.
• Goods whose export, import or supply is prohibited or restricted by UK law or by international sanctions.
Weapons and related items
• Firearms (including imitation firearms, parts and accessories) and ammunition.
• Knives, swords, bayonets and other bladed articles whose sale is restricted or prohibited.
• CS gas, pepper spray, stun guns and other offensive weapons.
Cash and valuables
• Cash, banknotes, coins, gift cards and other monetary instruments.
• Bullion, gold, silver, precious stones and uncut gemstones.
• Negotiable securities, bonds, share certificates and unused stamps.
Perishables and live items
• Live animals, insects or plants.
• Human or animal remains, body parts or ashes.
• Perishable food that cannot withstand the standard transit time and conditions of Evri/the Carrier.
Regulated and restricted items
• Tobacco, e-cigarettes and vape products (where prohibited by Evri/the Carrier or applicable law).
• Alcohol (where prohibited by Evri/the Carrier or applicable law).
• Prescription medicines, pharmaceuticals and medical devices (where prohibited by Evri/the Carrier or applicable law).
• Passports, driving licences and other identity documents.
Other prohibited items
• Items that have not been accurately declared in the booking.
• Items containing third-party personal data that have not been lawfully obtained or appropriately protected.
• Any other item which, in our reasonable opinion or that of Evri/the Carrier, is unsafe, unlawful or unsuitable for the parcel network.
Consequences. If a Parcel contains a Prohibited Item or otherwise does not comply with these Terms, Evri/the Carrier’s terms or applicable law, the consequences set out in clause 9.4 apply and may include opening and inspecting the Parcel, refusal of collection, return, holding, non-processing, disposal, surrender to the authorities and no compensation, with an indemnity from you (subject to clause 9.4(d)).
Schedule 2 — Restricted Items (carried at your risk)
The following items may be presented for collection only if allowed by these Terms and Evri/the Carrier’s requirements, but are carried entirely at your risk. No compensation is payable for the Loss of, damage to, or Delay in delivery of, any item listed in this Schedule. This Schedule does not authorise the sending of any item listed in Schedule 1.
• Items of an inherently fragile nature, including glass, ceramics, china, porcelain, mirrors and pottery.
• Liquids in containers that have not been individually sealed and protected against leakage and pressure changes.
• Artwork, antiques and items of sentimental or unique value (including one-of-a-kind items where no replacement is available).
• Jewellery and watches.
• Electronic devices not in their original protective packaging or not packed in accordance with manufacturer guidance.
• Musical instruments.
• Used goods sold or sent for repair, where there is no clear evidence of pre-collection condition.
• Items insured under a separate household, business or specialist policy.
Schedule 3 — Parcel limits and packaging
Weight and dimensions
Unless we expressly agree otherwise in writing, each Parcel must comply with the applicable weight and size limits below. All dimensions are measured externally at the Parcel’s widest points after packaging, including any bulges, handles, straps, tape, labels or other attachments. A Parcel exceeds the limit if any one measured dimension or its weight is above the applicable maximum, even if the booking description or declared size category is different.
Small Parcel
● Maximum weight: 2kg.
● Maximum dimensions: length 0.5m x width 0.5m x height 0.5m.
Large Parcel
● Maximum length: 1.2m.
● Maximum weight: 15kg.
● Maximum other dimensions: width 0.5m x height 0.5m.
Packaging requirements
• Use a rigid outer packaging appropriate to the contents (corrugated cardboard box or robust padded mailer).
• Use sufficient internal cushioning so the contents cannot move within the box.
• Seal all openings with strong parcel tape; do not use string, paper tape or staples.
• Cover or remove any old labels or barcodes from re-used packaging.
• Write the Collection Code clearly and legibly on the largest flat surface of the Parcel so that we can match the Parcel to your booking at our hub.
Collection Code and hub labelling requirements
• You do not need to print or attach an Evri/Carrier label before collection unless we tell you otherwise in the booking flow.
• The Collection Code must match the booking and the declared contents and destination details.
• We will use the Collection Code to match the Parcel to the booking and print/apply the Evri/Carrier label at our hub. We may refuse or not process a Parcel if the code is missing, incorrect, illegible or mismatched.
Safe Location requirements
• Porch, milk hut, doorstep or other area for empties collection.
• Accessible to the Driver without entering an enclosed building.
• Visible from the Driver’s normal approach to the address.
• Not on a public highway or in a location where the Parcel could be hit by a vehicle or constitute a trip hazard.
Consequences of exceeding limits or not meeting packaging, Collection Code or Safe Location requirements. We may refuse to collect, return, hold, not process or hand to Evri/the Carrier any Parcel that does not comply with this Schedule, or apply a surcharge or reasonable additional fee under clause 7.2 where the Parcel is larger or heavier than declared or otherwise requires additional handling because of your non-compliance. No compensation is payable in respect of Loss, damage or Delay caused by or connected with non-compliance with this Schedule, subject to your non-excludable consumer rights.
