Terms of service

2. Agreeing to these terms

When you register you are asked to confirm that you agree to these terms. We record the moment you agreed and the version of this document you agreed to, so that both of us can tell later exactly what was accepted. The version is shown at the top of this page.

If we change these terms, we publish the updated document with a new version. Continuing to use your account after a change means the current version applies to you.

3. Who can open an account

To open an account you must:

• be old enough to enter into a binding contract where you live, and in any case at least 18;
• be acting for yourself and not on behalf of somebody else without telling us;
• give information that is accurate and keep it up to date; and
• not be barred from using services of this kind under any law that applies to you.

You must be at least 18 and able to enter into a contract where you live. We open accounts to senders in the nineteen countries we serve — the United Kingdom, Ireland, the Netherlands, Belgium, France, Germany, Denmark, Spain, Italy, Poland, Portugal, the United States, Canada, Brazil, Nigeria, the United Arab Emirates, India, China and Australia — and we deliver only to addresses in those countries.

We do not accept business from anyone named on the UK sanctions list, and we do not carry to any territory subject to UK, EU or United Nations trade sanctions. One account per person or business: an account opened in a name that is not yours, or on somebody else’s behalf without their authority, will be closed and any balance returned to its source.

4. Your account and your credentials

You choose a password when you register. We never store it in a readable form — it is hashed before it is saved, and it cannot be recovered or read back by anyone, including us. If you forget it you reset it; we cannot tell you what it was.

You are responsible for keeping your password and any second factor to yourself, and for everything done through your account. Tell us straight away if you think somebody else has access to it. Where this site offers email verification or two-factor authentication, we may require you to complete them before parts of your account become available.

5. How you may use this site

You agree not to:

• use the site for anything unlawful, or to disguise the origin of money;
• give false information, or use somebody else's identity or payment details;
• open more than one account without our agreement;
• interfere with the site, attempt to gain access to parts of it you have not been given, or extract data from it by automated means; or
• resell or redistribute access to the site or its contents.

6. Suspending or closing an account

We may suspend or close an account where we reasonably believe these terms have been broken, where we are required to by law, or where required information has not been provided. Where we do, we will tell you at the address on your account unless we are prevented from doing so. You may close your account at any time; closing it does not by itself cancel obligations either of us already has.

7. Identity checks

Where this site asks you to verify your identity, you agree to provide the documents requested and confirm they are genuine and yours. We may restrict what your account can do until verification is complete.

Before money can be paid OUT of your account balance we check who you are. We ask for one government-issued photo identity document — a passport, a national identity card or a driving licence — photographed or scanned on both sides, with all four corners in frame.

Our own review team reads it. It is not sent to a third party, it is never shown on your public profile, and a decision usually takes one working day. If we decline we tell you why and what to send instead; an expired document is the commonest reason. The document and the decision are kept for five years after your account closes, which is the period the Money Laundering Regulations 2017 require, and are then deleted.

Sending a shipment, paying for one from your balance and claiming on one all work without an identity check. It is withdrawals, and only withdrawals, that wait for it.

8. What this site offers

Portway carries parcels and freight door to door across the nineteen countries listed above — by air, by road and by sea — and stores and dispatches stock from its own depots. Through this site you can price a shipment against our published rate card, book a collection, follow it to the signature, claim on it if it goes wrong, and pay for it when you book.

THE PRICE IS THE PUBLISHED BAND your shipment falls into once we have weighed and measured it at collection. Chargeable weight is the greater of the actual weight and the volumetric weight, which is length × width × height in centimetres divided by 5,000. If the band moves because the shipment is heavier or larger than you declared, we tell you the new figure before we move it and you may cancel at no cost. Every band is published on the prices page; no lane is priced on request.

WHAT IS NOT IN THE PRICE: duty and tax charged by the destination country, which are not ours to waive — we prepare and lodge the declaration and pass the charge on at cost — and storage where a shipment is held at customs beyond the free period. A fuel surcharge, a remote-area fee, a customs handling fee and redelivery are listed on the prices page with what each costs; nothing appears on an invoice that has not appeared there first.

HOW YOU PAY: nothing is charged for asking for a quote and no card is held when you book. Shipments are paid from your account balance. Money you add is credited once we have checked the receipt you report, and you hear from us either way. Unspent balance can be withdrawn to a bank account or wallet in your own name, once your identity has been checked. Where a charge is placed on your account it appears on your Charges page with what it is for and what it holds, and we email you at the same time.

9. Availability

We aim to keep the site available but we do not promise it will be uninterrupted or error-free. Access may be unavailable during maintenance, or because of failures outside our control. We may change, add or withdraw features.

10. Content and ownership

The site, its design and its contents belong to us or to the people we license them from, and you may use them only to use your account. Anything you upload remains yours; you give us permission to store and process it so we can operate your account.

11. Liability

Every shipment is covered to $100 for loss or damage as standard, and to the value you declared if you declared a higher one and paid the insurance on it. A valid claim is paid to your account balance within ten working days of the decision. Express and Standard shipments carry a transit promise: if we miss it, the shipping you paid is refunded.

We are liable for loss, damage and delay up to those limits and no further. We are not liable for loss of profit, loss of contracts, or any other indirect or consequential loss, and we are not liable for delay caused by a customs authority, a weather event, industrial action or anything else outside our reasonable control. We do not carry cash, bullion or bearer instruments, perishable food or live animals, loose lithium batteries or aerosols, or anything a customs authority on the route prohibits — and we accept no liability for such items if they are sent to us concealed.

Nothing here limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited. If you are a consumer, none of this affects your statutory rights.

A claim must be opened within fourteen days of delivery, or of the date delivery was due. Keep the packaging — we collect it as evidence — and photograph damage before unpacking further.

12. Governing law and disputes

These terms, and any dispute or claim arising out of them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer resident in another of the countries we serve, you keep the protection of the mandatory consumer law of the country you live in and may bring proceedings there.

Before it reaches a court, write to us: support@expeditemove.today, or 100 Commerce Way, Suite 300, Austin, TX 78758. We acknowledge a complaint within one working day and aim to answer it within five. If we cannot settle it between us, both of us agree to try mediation with an independent mediator before either starts proceedings.

13. Contacting us

Write to support@expeditemove.today, or to Portway Logistics Ltd, 100 Commerce Way, Suite 300, Austin, TX 78758. The telephone line is +1 (512) 555-0198.

The Bermondsey counter and the telephone line are open Monday to Friday 08:00–18:00 and Saturday 09:00–13:00. We answer email the same working day and letters within five. If your question is about a shipment, quote the tracking number — it is on the confirmation we sent you and it is what we look it up by.