Onwayy Rider Terms and Conditions

1 Your agreement with Onwayy

1.1 These terms bind Onwayy Delivery LTD ("Onwayy", "we", "us") and the registering rider ("you"). Onwayy provides a digital matching service and software platform, with payment administration, communications and support. This contract governs your platform access and our respective obligations. The shopping and delivery contract is between you and the customer.

1.2 The arrangement is intended for independent, self-employed couriers. You choose the manner, method and route of performing accepted deliveries, subject to applicable law, product safety and your accepted obligations to the customer. Onwayy does not prescribe a route or require you to use a particular lawful method beyond eligibility and safety requirements disclosed for the order.

1.3 You have no obligation to accept offers, and Onwayy has no obligation to provide them. Rejecting or ignoring offers, choosing not to log in or remaining unavailable will never result in a penalty, adverse account standing, reduced platform access or algorithmic downgrading of future offers. This protection does not remove obligations under an order you have already accepted. Genuine eligibility or safety issues must be assessed on their own evidence, not used to penalise inactivity or rejection.

1.4 Accepting a request creates a separate contract with that customer under the Customer–Rider Shopping and Delivery Agreement, incorporated for each accepted order. The Restricted and Prohibited Products Policy also binds you. We will make these documents and their effective dates available before acceptance, with access to copies you can save. The Privacy Policy explains personal-data processing.

1.5 After required checks, this platform contract starts when you expressly accept these terms through onboarding or the app and we confirm registration. Website browsing or interest-list registration creates no contract or onboarding guarantee.

1.6 There are no minimum hours, rotas, acceptance targets, guaranteed work or minimum earnings. You may work for competitors, including simultaneously, provided accepted orders, safety and customer information are protected. You meet your ordinary operating costs as set out below.

1.7 Contract descriptions do not decide employment status or remove any statutory entitlement. Your actual relationship and applicable law determine those rights. These terms give you no authority to bind Onwayy or act as its agent. Do not claim to be its employee or authorised representative unless separately authorised. Your purchasing appointment is from the customer.

2 Eligibility accounts and substitutes

2.1 You must be at least 18, legally entitled to perform the relevant work in the UK and eligible for the products and delivery method involved. Before accepting or carrying out any order, you must complete our identity, age, right-to-work and other applicable eligibility checks. Provide genuine, accurate evidence and notify us promptly of changes affecting your eligibility. Do not perform work you cannot lawfully undertake.

2.2 We will carry out the checks required by applicable immigration law, including the requirements introduced by section 48 of the Border Security, Asylum and Immigration Act 2025 when and to the extent they apply to the arrangement. The prescribed checking route will depend on your circumstances and the rules in force. It may involve the Home Office online service, permitted document checks, a registered and appropriately certified digital verification service, or the Employer Checking Service where applicable. We will provide a lawful alternative where required if a digital route is unavailable or unsuitable. Using a verification provider does not transfer Onwayy's own legal responsibility to you or that provider.

2.3 Complete lawful, proportionate follow-up or identity checks needed to confirm that the person doing the work remains the person whose eligibility was verified. We will explain the required process and handle verification information under the Privacy Policy. Interest-list registration is not verification or permission to work.

2.4 Keep contact, vehicle, eligibility and payout details current; renew documents before expiry. We may pause affected activity while necessary eligibility evidence is expired or cannot reasonably be verified, after considering any lawful alternative evidence. We will assess the issue fairly and provide a reasonable opportunity to resolve it where the law permits.

2.5 You may appoint a substitute of your choice to perform an order, provided that, before accepting or carrying out any order, the substitute completes the platform's verification process and satisfies the applicable age, identity, right-to-work, insurance, vehicle and product requirements. Onwayy will not unreasonably withhold or delay confirmation of eligibility. Selection between eligible verified substitutes is yours, and using one does not itself attract a penalty.

2.6 You remain responsible for arranging the substitution consistently with the accepted order and ensuring that the substitute follows the applicable legal, safety, customer and data obligations. You and the substitute must use the authorised substitute-access process so that the order records who is actually performing it. The Customer–Rider Shopping and Delivery Agreement governs the customer-facing arrangements. Substitution does not authorise concealment of the person performing work or remove anyone's own legal duties.

2.7 Protect login details, report compromise promptly and use accounts only for authorised activity. Do not share credentials outside the authorised substitute-access process, lend an account to an unverified person, impersonate someone or use duplicates to manipulate offers, checks or payments. Report accidental duplicate accounts or unsupported substitute-access arrangements to support.

3 Vehicles equipment and insurance

3.1 Provide a lawful, roadworthy delivery method suitable for the load, with valid required licences, registration and permissions. Supported cars, motorcycles, scooters, bicycles and e-bikes remain subject to availability and legal classification, including motor-vehicle rules for e-bikes falling within that category.

3.2 Maintain insurance required for your actual delivery activity, including delivery or hire-and-reward cover where applicable. Check suitability with your insurer; ordinary personal cover may be insufficient. Platform access does not provide insurance. Do not work without required cover.

3.3 Provide a charged compatible phone and clean, secure carrying equipment. Use suitable insulation and temperature protection for chilled or frozen goods. Decline a load you cannot safely carry or maintain in an appropriate condition.

3.4 Branding is optional and changes neither status nor authority. All equipment must meet applicable safety, hygiene and legal requirements.

4 Offers acceptance and progress

4.1 We make eligible requests available through an offer pool. Availability depends on coverage, eligibility, delivery method, customer demand and operating conditions; a displayed opportunity may already have been taken. Registration does not reserve work. Matching must respect the no-penalty commitment in clause 1.3.

4.2 Before acceptance, we will display the postcode, approximate distance, order size or item count, exact rider delivery earning and relevant restricted-product information. In these terms, Delivery Fee means that displayed and accepted rider delivery earning for the order. Assess your ability to complete the request; report material information problems.

4.3 You may ignore or reject offers without being required to remain available. Accept only when you reasonably intend and are able to fulfil the request. Freedom to reject an offer does not remove obligations already accepted.

4.4 We release the full address after required purchase evidence is uploaded, and customer contact information or functions when needed. Do not bypass these controls or seek unrelated credentials or personal details.

4.5 If you cannot continue after accepting, promptly tell support your progress, purchases and expenditure. Cooperate with safe reassignment, cancellation or return. Do not abandon goods or falsely complete an order. An immediate safety concern takes priority.

4.6 During an accepted order, keep progress accurate and respond to reasonable order enquiries. If that order appears stalled, we may check its status and arrange safe reassignment or cancellation. Explain connectivity failures or emergencies when safe; an inactivity record alone does not establish misconduct. This clause concerns accepted obligations and does not permit a penalty for choosing not to accept work or remain available. A replacement rider must accept reassigned work.

5 Agency and retailer purchases

5.1 You accept appointment as the customer's limited, undisclosed purchasing agent for the authorised products, quantities and permitted substitutions. The customer's identity need not routinely be disclosed to the retailer, but you must make any disclosure required by law or the retailer's lawful conditions and must not misrepresent the transaction. Do not commit the customer to unrelated purchases, unapproved charges or other obligations. Spending permission does not expand the customer's request.

5.2 Choose a suitable legitimate retailer considering stock, location, opening hours and practical fulfilment. Prefer a suitable supermarket during normal opening hours where practical; another suitable open retailer may be used later. Do not imply Onwayy partnership or endorsement.

5.3 Buy only during lawful trading and sale hours and from retailers lawfully entitled to supply the products. Comply with retailer licensing conditions, checks and limits. Never obtain stolen, counterfeit, unsafe or unlawfully sourced goods, or split purchases to evade restrictions.

5.4 The retail purchase is made for the customer. Ownership passes to the customer on purchase to the extent permitted by the retailer's terms and applicable law; Onwayy does not acquire the goods. This does not by itself transfer delivery risk, excuse careless handling or restrict statutory remedies.

6 Shopping substitutions and spending

6.1 Use reasonable care and skill to obtain the requested goods, checking their identity, quantities, condition, packaging and relevant dates. Keep customer purchases separate from personal shopping. Do not knowingly buy damaged, spoiled or unsuitable goods.

6.2 Follow the recorded substitution preference: similar substitutions, ask first, or no substitutions. Replacements must remain suitable, eligible and within authorised quantities and expenditure. Where approval is required, silence is not consent. Skip an unavailable item if no authorised alternative is obtainable and record it for the applicable refund.

6.3 Preserve authorised quantity and suitability when changing pack sizes. Obtain required approval for material changes; record smaller or cheaper replacements. Do not increase quantities to spend an allowance or evade limits.

6.4 Read allergy and dietary instructions and available packaging information. Do not guess suitability, remove warnings or override restrictions. Seek clarification or skip the item if suitability cannot reasonably be established. Customers checking labels does not excuse careless shopping.

6.5 Stay within approved spending instructions. If a purchase exceeds your authorised range, obtain approval through the app or use the substitution or unavailable-item process. Do not demand extra money directly from the customer.

6.6 Extra products require an app-supported change with authorisation, payment and eligibility checks. Informal messages are insufficient. Refer unsupported additions to support or a separate request; do not arrange cash side transactions.

7 Product specific safeguards

7.1 Follow the Restricted and Prohibited Products Policy and applicable law at purchase and handover. You and your delivery method must qualify. Refuse prohibited or unlawful items, regardless of listing or retailer availability. These safeguards override conflicting customer instructions; refer uncertainty to support.

7.2 Supply only permitted General Sale List medicines in authorised quantities and intact retail packs. Do not provide medical advice or supply Pharmacy-only or prescription medicines. Do not independently change active ingredient, strength, dosage form or suitability; skip unavailable products unless an expressly authorised lawful alternative meets the policy.

7.3 Alcohol replacements require the relevant permission and must respect authorised type, strength, volume, quantity and price. Never replace a non-alcoholic item with alcohol or circumvent a retailer's licence conditions.

7.4 Do not materially change tobacco type, nicotine strength, device compatibility or nicotine product without explicit product-specific approval. Skip banned, unlawful or unauthorised products.

7.5 Do not independently substitute knives or supply prohibited weapons. Any permitted change must meet the policy's approval, age and identity requirements. If lawful purchase or delivery cannot be established, refuse supply and contact support.

7.6 You are responsible for legal duties applying to your own activities. This does not transfer Onwayy's, the retailer's or the customer's independent legal responsibilities to you.

8 Receipts and care of goods

8.1 Obtain an itemised retailer receipt where available and upload a clear, complete image showing the retailer, date, goods and actual expenditure. Record discounts, refunds and returns. If a receipt is genuinely unavailable, promptly seek approval of alternative transaction and item evidence; do not fabricate it.

8.2 Do not alter receipts, duplicate claims, include personal items, inflate spending or conceal recovered money. We may proportionately investigate suspected fraud and request explanations. Holds and recoveries must comply with these terms and law.

8.3 Supply retailer evidence to Onwayy for verification; customers receive an Onwayy order record. Retain records as lawfully instructed and assist with genuine claims, evidence requests and recalls. Lawful rights to purchase information remain unaffected.

8.4 Secure goods against crushing, leaks, contamination and loss. Separate food from chemicals and incompatible items, preserve seals and minimise avoidable delay. Never open, consume, dilute, sample or replace goods from personal stock.

8.5 Report damage, compromised packaging or temperature failure promptly. Preserve relevant evidence, follow safe handling instructions and do not conceal defects or pressure customers to accept unsafe goods. Responsibility and financial consequences must be assessed fairly on the evidence, with an opportunity to explain.

9 Shopping reimbursement and earnings

9.1 Use your own lawful shopping funds unless we provide a company expense card. You meet your own operational costs, including vehicle provision, insurance, fuel and equipment, unless an offer expressly agrees otherwise. Accept only spending requirements you can reasonably meet. Use company cards solely for authorised expenditure within supplied controls. Customer payment to Onwayy does not pay the retailer.

9.2 We will reimburse the exact eligible, authorised shopping expenditure you actually incurred and adequately evidence, less retailer refunds or other amounts already recovered for that expenditure. A company-funded purchase is not also reimbursable to you. We will assess genuine alternative evidence reasonably. There is no entitlement to reimbursement twice.

9.3 Restricted goods guarantee. If you correctly apply Challenge 25 at attempted handover and the customer cannot provide valid, accepted photographic identification establishing the required age and identity, you must refuse the restricted goods, accurately record the refusal and follow lawful support instructions for return and handling. Onwayy guarantees your full Delivery Fee for that order. A retailer refusing a return, a customer refund or the customer's failure to pay Onwayy does not by itself reduce that fee. Evidence of the compliant failed handover is sufficient for this purpose; you must not record a completed delivery or obtain a completion PIN when no handover occurred. The guarantee does not cover a fabricated refusal or fraud.

9.4 We will pay the full Delivery Fee for a completed compliant delivery and any expressly agreed bonus or supported tip due to you. We will not deduct an additional Onwayy commission. Clause 9.3 applies to qualifying failed age checks; other failed or incomplete deliveries are addressed in clause 11.3.

9.5 We will identify reimbursement, earnings, bonuses, tips and lawful adjustments separately in the payment record, even when paid together. Provide verified payout details through the secure system and report unauthorised changes. Never share bank passwords or security codes with customers or through ordinary support messages.

9.6 We target payout processing within approximately two hours after required evidence is submitted and approved, without guaranteeing bank receipt within that period. Reasonable verification, banking, fraud, processing or technical delays may occur.

9.7 We must review evidence promptly, explain missing information or material delays, and pay amounts properly due within a reasonable time. Approval is not an unrestricted discretion to refuse a valid payment. A justified check may delay the affected amount only for as long as reasonably necessary; it must not indefinitely postpone payment or unnecessarily withhold unrelated undisputed sums.

9.8 Unauthorised expenditure is not automatically reimbursable. We will consider necessity, legality and any subsequent approval without withholding a lawful entitlement. Duplicate payments, proven fraud or other established liabilities may be corrected only on an explained, evidenced and lawful basis. Dispute discrepancies through support; do not collect a balance from the customer.

10 Arrival and handover

10.1 Deliver to the accepted order's confirmed address. Customers cannot change it after placement. Refer wrong addresses, requested diversions or unsafe access to support; do not follow an unverified change.

10.2 Mark Arrived only at the address when ready for handover. Obtain and enter the PIN only at the appropriate handover, never while shopping or travelling or to record false delivery. Report a missing or failed PIN to support.

10.3 Provide accurate, proportionate evidence of the actual delivery. Avoid unnecessary photographs of faces, ID, PINs or interiors. Do not publish images or retain personal collections. Evidence is not automatically conclusive in disputes.

10.4 Ordinary goods may be left only at an app-permitted, customer-authorised location suitable for the goods, or received by an authorised person where permitted. Make reasonable contact attempts. A safe-place instruction does not excuse wrong-address delivery or careless handling.

10.5 Restricted goods require handover to the registered account holder. Never leave them unattended, with neighbours or another household member. Apply Challenge 25: a recipient appearing under 25 must produce accepted valid photo identification establishing the required age. Mandatory app or product-specific checks also apply to older recipients.

10.6 Accepted ordinary proof includes a valid passport, photocard driving licence or PASS-accredited proof-of-age card showing a clear photograph and date of birth. Check that it belongs to the account holder and matches required identity details. Stronger product checks may apply. Do not unnecessarily copy ID, falsify checks or let payment, a PIN or pressure override them.

11 Failed deliveries returns and disposal

11.1 Refuse restricted handover if the account holder is absent, identification is unacceptable, identity or required date-of-birth details do not match, or any required check fails. Record the permitted outcome and contact support. Never negotiate cash payment or leave goods nearby.

11.2 For absence or other delivery problems, make reasonable contact attempts and follow app waiting and support instructions. Record actual circumstances. Ordinary goods require a permitted safe place or supported alternative; restricted goods cannot be left. Do not invent completion.

11.3 The full Delivery Fee guarantee in clause 9.3 applies when its conditions are met and is not reduced by a discretionary failed-delivery assessment. For other failed deliveries, we will assess earnings separately from reimbursement, considering the accepted offer, work properly performed, cause of failure and applicable law, and explain the amount and any adjustment. Customer absence or failed verification is not itself rider misconduct. A false completion does not create an earning entitlement.

11.4 Promptly seek return instructions. Where lawful, safe and practical, attempt the instructed retailer return; record its response, returned goods and refund. Account for recovered money against that order. Retailer acceptance and removal of customer charges are not guaranteed.

11.5 If goods cannot be returned, take reasonable lawful steps to keep them secure while seeking prompt support instructions. Restricted goods may be disposed of under these terms only where lawful retailer return is impossible and continued retention presents an immediate public health and safety risk. Follow specific lawful support instructions and provide proportionate evidence. Onwayy must consider lawful alternatives and, where reasonably practicable, notify the customer and allow a reasonable response under the Customer Terms and Conditions and Refund and Cancellation Policy. Nothing requires you to delay emergency assistance or action required by law. This does not create a wider contractual authority to dispose of restricted goods; report any legally required emergency action and its reasons to support as soon as safe. Do not take restricted goods to an Onwayy office without an expressly authorised lawful arrangement.

11.6 For ordinary unrestricted goods, support may direct necessary lawful disposal within the customer's applicable authorisation and rights. All disposal must follow product-specific safety and waste requirements and lawful support instructions. Do not place vapes, batteries, medicines or other controlled waste in unsuitable facilities, or pour liquids away without establishing that the method is permitted. Provide reasonably requested photo, video or other evidence safely and without unnecessary personal data. No clause requires unlawful or automatic immediate destruction.

11.7 We will reimburse eligible evidenced authorised expenditure on unreturnable goods handled in accordance with these requirements, subject to recovered funds and any separately established lawful adjustment. Review and payment follow the ordinary reimbursement rules. Customer refunds do not automatically determine your entitlement. Do not keep for personal use, consume, smoke, resell or informally give away failed restricted goods; serious breaches may justify termination under the account-review process.

12 Customer information and conduct

12.1 Use customer information only to fulfil the order or resolve a related support matter. Do not export, sell, disclose unnecessarily, retain for personal use or use it for marketing or personal contact. Apply secure-handling instructions and promptly report suspected loss or disclosure.

12.2 Location processing while available or delivering is governed by the relevant permissions and Privacy Policy. Do not falsify location. Customer-visible tracking, where enabled, begins after shopping when travelling to the customer. Device permissions can be managed, but disabling necessary access may prevent affected features.

12.3 Treat customers, retailers, riders and support staff respectfully. Do not discriminate, harass, threaten, steal, solicit improper payments or misrepresent progress. Genuine complaints, safety reports and lawful disclosures remain permitted.

12.4 Respect premises and access instructions; do not enter private areas without permission or create danger. You may leave an unsafe situation and contact support. Do not smoke or vape in a way that exposes goods to contamination, vapour or odour.

12.5 Prioritise lawful driving, riding, lifting and handling. Do not use a phone unsafely, overload a vehicle or work while unfit. Delivery estimates and payment targets do not require unlawful or unreasonable risks. Seek emergency help first where needed, then report relevant incidents when safe and cooperate with lawful investigations without admitting liability for another party.

12.6 Send accurate incident details and evidence through the app or support@onwayy.uk, avoiding unnecessary sensitive information. Do not publish customer information. Reports may justify proportionate protective action during assessment.

13 Expenses tax tips and feedback

13.1 Unless an offer expressly provides otherwise, you meet ordinary operating costs, including vehicle, fuel, charging, maintenance, phone, equipment and insurance. Penalties arising from your own road or parking conduct are your responsibility subject to law. Customer instructions do not excuse unlawful parking.

13.2 Keep records and meet tax, National Insurance and reporting duties applying to your circumstances. Distinguish reimbursement from earnings. These terms do not guarantee any particular tax treatment; seek suitable advice where necessary.

13.3 Do not pressure customers for tips, make proper delivery conditional on them or solicit direct payment to evade service rules. Supported tips and adjustments will be recorded separately.

13.4 Do not manipulate reviews, retaliate or pressure customers. Report abusive or inaccurate feedback; ratings alone cannot determine material account decisions. Keep your photograph accurate. We may display it for service identification under the Privacy Policy, without acquiring unrelated advertising rights.

14 Suspension termination and review

14.1 We may proportionately restrict or terminate access for evidenced eligibility, safety, fraud, legal or material contractual reasons, consistently with clause 1.3. Rejecting or ignoring offers, remaining unavailable or properly using an eligible substitute are not grounds for a penalty or termination. Where lawful and practicable, we will explain the reason and available corrective steps. Serious misuse of restricted goods may justify permanent closure, but is subject to a fair assessment.

14.2 Credible urgent safety risks, suspected serious fraud, identity misuse or lost legal permissions may justify immediate temporary suspension. Disclosure restrictions must have a legitimate basis. Precautionary suspension is not a final finding.

14.3 Request a human review by emailing support@onwayy.uk within 14 days of the decision notice, identifying your account, decision and supporting evidence. A person will consider your explanation and communicate the outcome where lawful. We may accept justified late requests. This process does not limit statutory remedies.

14.4 Close your account through available controls or support, resolving orders safely and submitting outstanding evidence where possible. Suspension or closure preserves accrued payment rights and appropriate confidentiality, accounting and data duties. Do not bypass restrictions with another identity or account; consult support before re-registering.

15 Platform rights and operation

15.1 We and relevant third parties retain rights in the software, content, names and branding. While authorised, you may use the platform for lawful service activity. Do not bypass security, distribute malicious code, scrape personal information or reverse engineer contrary to law. Statutory software rights and permitted accessibility tools remain unaffected.

15.2 Protect confidential business and security information; use it only as authorised. Advice, protected disclosures, reporting wrongdoing and exercising rights remain permitted. Retailer names may identify purchases without suggesting unauthorised partnership.

15.3 Maintain a reasonably current app and report faults affecting orders. Maintenance, connectivity, compatibility and technical problems may interrupt access; uninterrupted service is not promised. A fault does not extinguish a valid payment or support entitlement.

15.4 Automated systems may support matching, verification, status and fraud detection, subject to the no-penalty commitment in clause 1.3. You may challenge incorrect material decisions and request legally required explanations. Privacy and automated-decision rights remain available.

16 Liability and disputes

16.1 Each party is responsible for its own breach, negligence and legal obligations to the extent required by law. Nothing excludes fraud, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded.

16.2 You are not automatically responsible for every customer refund, retailer defect or platform failure. Claims, recoveries and set-offs require an evidenced lawful basis and must respect applicable statutory protection. Onwayy remains responsible for its own obligations; your separate customer contract does not remove them.

16.3 Send disputes and formal complaints to support@onwayy.uk. We target a response to formal complaints within five working days. Available courts, tribunals and statutory processes remain accessible.

17 Changes and general terms

17.1 We may revise these terms for service or legal reasons, identifying the effective date and giving appropriate advance notice of material changes. We will obtain legally necessary agreement. Revisions cannot retrospectively remove accrued rights or change accepted earnings without a lawful basis and required agreement.

17.2 We may record registration and acceptance electronically; save relevant documents. These terms, incorporated documents and accepted offers form the platform contract; the Customer–Rider Shopping and Delivery Agreement governs the customer contract. Mandatory law prevails; fraud and binding representations are not excluded.

17.3 England and Wales law and courts apply, subject to mandatory protections and any right to another applicable law, court, tribunal or forum.

17.4 Unlawful wording is limited or severed as necessary; remaining terms continue where fair and lawful. Enforcement delays do not waive rights, and exceptions do not permanently amend this contract.

17.5 We may transfer this contract in a lawful business change without reducing your protections and will give required notice. You may not transfer your account or accepted work outside the approved substitute process, subject to mandatory law.

17.6 Unless expressly provided or legally required, non-parties have no enforcement rights under the Contracts (Rights of Third Parties) Act 1999. Customers retain separate contractual and statutory rights. British English controls where lawful; translations and FAQs cannot displace binding terms or mandatory rights. Accessible copies are available from support.