Terms and Conditions

Last updated 20 November 2024

1. Agreement

1. By registering an account on the Sendle site or by booking, sending or receiving a parcel with Sendle (‘our services’), you agree to be bound by these terms and conditions. Sendle may amend these terms and conditions from time to time, so you should review them prior to each use of our services, as we will deem your acceptance of the terms and conditions in place at the time. You should read these terms and conditions together with our Website User Agreement and Privacy Policy. You should also refer to our supplementary ‘Ship & Save’ terms for terms and conditions relating to that program.
2. In these terms and conditions, Sendle may be referred to as ‘we’ or ‘us’ or ‘our’ and the sender or receiver (together or individually as relevant) may be referred to as ‘you’ or ‘your’. The meaning of other italicised terms used within the agreement should be derived from how they are first introduced.

2. Requirements of Use

1. You must be at least eighteen (18) years of age to use our services and, by using our services, you warrant and represent to us that you are at least eighteen (18) years old.
2. To access our services, you may open an account with us. If you do so, you are responsible for maintaining confidentiality of your Sendle account, username and password information. Sendle is not responsible or liable for any unauthorised transactions made through your Sendle account.
3. If you are accessing and using an account on behalf of someone else, you represent and warrant that you have the authority to bind that person as principal to these terms and conditions.
4. By opening a Sendle account you represent and warrant that the information you provide to us is true and correct. You agree to indemnify Sendle for any loss, damage or claim that is made against or suffered by us arising from your breach of this term.
5. You warrant that you hold the copyright to any images uploaded by you to the Sendle site or that you have the authority of the copyright owner to upload any images to the Sendle site. You agree to indemnify Sendle for any claim that is made against us by a third party arising from your breach of this term.
6. Sendle retains the right to lock or close your Sendle account anytime for any duration.

3. Our Services

1. Sendle facilitates the booking, collection and delivery of parcels. We provide our services in accordance with the Australian Consumer Law. Sendle is not a common carrier, and we do not accept any liability as a common carrier. Sendle may refuse to provide to you our services at our discretion.
2. Sendle uses a range of third-party providers (‘agents’) for our services, including DHL. Whilst your agreement is with Sendle, DHL requires us to inform you that you are bound by DHL’s shipping terms specifically in relation to unacceptable items identified under those terms which are not to be tendered for shipment. 
3. If you want to use our services to ship alcohol, you should contact us as some of our agents will not accept alcohol.

4. Parcel Requirements

1. Sendle will only collect and deliver parcels that comply with our size and weight limits (‘size requirements’). We reserve the right to refuse to take parcels for delivery that exceed our size requirements.
2. You should not book our services and acknowledge that Sendle will not accept possession of or deliver parcels containing the following:

• hazardous, dangerous, prohibited or illegal goods;
• arms / weapons;
• living goods and perishables;
• irreplaceable items or items with a value exceeding AUD1,500.00;
• money or irreplaceable legal documents;
• dangerous goods; or
• munitions of war.

3. You acknowledge that Sendle (or any of its agents) has the right to open and inspect your parcels at any time, without giving notice to you, to determine the nature, condition, ownership or destination of the contents.
4. You agree that Sendle also has the right to do anything deemed appropriate (in our sole discretion) if we think your parcel contains goods that are listed in clause 4.2 above, or contains goods that have not been properly described, declared or that may become dangerous. This includes the right to destroy or dispose of your goods or contact any relevant authorities to do so. If this is necessary, you acknowledge and agree that Sendle has the right to charge you for any reasonable costs (‘disposal costs’).
5. You acknowledge that Sendle is not liable for loss, damage, delay, abandonment or non-delivery of parcels arising under this clause 4.

5. Customer Obligations

1. If you are the sender, you acknowledge that you are responsible for ensuring that:

• each of your parcels are within our size requirements;
• your goods are properly packaged for transit given the nature of your goods and the length of the journey and that any notification you give with respect to special handling requirements is given clearly;
• the content and value of your parcel(s) are accurately described;
• your goods are not of the nature described in clause 4.2 above;
• all declarations made by you or anyone acting on your behalf in relation to your goods are true and correct; and
• the delivery instructions displayed on your parcel(s) are clear and correct.

2. If you are the sender, you represent and warrant to us that you are the owner or have the authorisation of the owner of the goods to send them.
3. You agree to indemnify Sendle against any cost or liability incurred or paid by Sendle in dealing with any claim against us for loss or damage to property, illness, injury or death that arises from:

• the contents of your parcel(s);
• the insufficient, or improper packing, labelling or marking of your parcel(s);
• your breach of these terms and conditions; or
• a negligent or unlawful act or omission, or wilful misconduct by you, or any person acting on your behalf.

4. You acknowledge that your indemnity contained in clause 5.3 may be enforced without Sendle suffering the actual loss or damage.
5. If you are the sender, you agree to comply with all applicable customs, import, export and data protection laws, as well as any sanctions, embargoes and other laws and regulations.

6. Payment

1. You require a valid payment method to be connected to your Sendle account at the time of placing an order and until payment in full has been received by us. Sendle accepts payments through a third-party payment gateway, and we do not store any credit card details. You acknowledge that payments made with a credit card will incur a surcharge (American Express 1.75%, MasterCard 1.25%, Visa 1%) (‘credit card surcharge’).
2. If one of your credit card payments fails, Sendle may either retry the payment after a number of days or choose to lock your account.
3. You agree that, at times, we may need to recover from you additional fees due to costs associated with taxes, duties or imports imposed by governments (‘other levies’) or fuel surcharges that are passed on to us by our agents (‘fuel surcharges’).
4. You agree that Sendle may charge you an additional fee in the event that the weight or volume you booked for your parcel is less than the weight or volume determined by our agents (‘underdeclared fee’). This underdeclared fee will be the difference in the fee for delivery between the booking weight or volume and the actual weight or volume. You also agree that we may charge you a service fee in addition to the difference of the booking weight or volume and the actual weight or volume (‘underdeclared service fee’), and that this underdeclared service fee may be applied to invoices up to 60 days after the order was completed.
5. If you are the sender, you acknowledge that you may be liable for additional charges (credit card surcharges, futile service fees, underdeclared fees, underdeclared service fees, other levies, fuel surcharges, disposal costs).
6. If goods and services tax (‘GST’) applies to any of our services or otherwise arises under your agreement with us, you agree to pay us the GST amount in addition to our fees and additional charges. We will provide you with a tax invoice that complies with Australian tax laws.
7. Sendle may choose to take payment at the time you place your order, or on a weekly basis where a single payment will be taken for one or more orders or for any associated additional charges.

7. Owner’s Risk

1. Subject to these terms and conditions and your compliance with your obligations, representations and warranties under them, Sendle will provide you cover for loss of or damage to your parcel up to AUD100.00 (including GST) as well as the fees you paid for delivery of the parcel less any additional charges. This is known as ‘Sendle Cover’. For more details, see the Sendle Cover policy.
2. In addition to Sendle Cover, Sendle offers ‘Sendle Extra Cover’ that you can purchase for parcels up to AUD1,500.00.
3. If you are the sender, you acknowledge that Sendle Cover only covers loss or damage up to AUD100.00 (including GST) and is subject to the Sendle Cover policy. You further acknowledge that loss or damage are insurable risks, obtaining insurance for goods of a value that exceeds AUD100.00 is your responsibility and choosing not to do so is an election by you to accept that risk. You also agree to indemnify and hold harmless Sendle from any claim made by any receiver due to your decision not to insure those goods.
4. You acknowledge and agree that the following items are not covered by Sendle Cover or Sendle Extra Cover and are shipped entirely at your risk:

• second-hand car or machinery parts;
• perishables (e.g. fresh fruit and vegetables, meat or frozen goods);
• flowers or plants;
• cash or other negotiable instruments (e.g. tickets);
• irreplaceable items, legal documents or other valuables;
• fine art;
• personal effects; or
• jewellery, gems, trinkets or personal ornaments like rings, necklaces, trinkets or other items containing jewels or precious metals.

8. Collection

1. Sendle will not collect parcels on weekends or public holidays as they apply nationally and in each State.
2. We will only collect parcels from the location you specify in your pickup instructions.
3. Sendle will endeavour to pick up your parcel(s) on the day specified; however, we do not provide a particular time for collection, nor do we call ahead to confirm that we are on our way.
4. All of your parcels must be ready for collection by 8.00am on the designated date, including having a unique delivery label or Sendle reference attached. If your parcel is not ready when our agent arrives for collection, the collection will be considered futile and your fees for that parcel will be non-refundable. You acknowledge that Sendle may also charge you a service fee for parcels considered futile (‘futile service fee’). 
5. You acknowledge that any of your parcels left unattended for collection are left at the responsibility and risk of the sender. If you are the sender, you agree that Sendle has no liability for any loss of or damage that occurs to unattended parcels.
6. Our agents reserve the right to decline to enter any premises that they deem to be dangerous or unsafe. If this occurs, Sendle will attempt to contact the sender to make alternative arrangements, failing which the parcel will be considered futile and the terms of clause 8.4 will apply.

9. Delivery

1. Depending on our network of agents, we may not deliver to post office boxes, locked bags or parcel lockers and deliveries are not made on weekends or public holidays as they apply nationally and to each State.
2. We will provide you with an estimated date of delivery; however, these estimates are subject to change and are not guaranteed.
3. All parcels are tracked within Sendle’s network of agents. You acknowledge that a parcel may be forwarded outside of this network and Sendle may cease receiving the tracking information. You also acknowledge that international deliveries will be processed by the global postal network, and Sendle will rely on the tracking information received by postal operators. 
4. If any of your parcels have not been received, you must contact Sendle within 20 days of the last date in the delivery date range provided in your tracking information for that parcel. If you do not contact us within 20 days, you may not be eligible for Sendle Cover. 
5. Parcels may be left by our agents unattended at the delivery address if the agent deems it safe to do so. You agree that Sendle holds no responsibility for parcels left unattended at a delivery address.
6. If you select “ATL” (authority to leave) when booking our services, you can select from a list of delivery instructions. If you are the sender, you acknowledge that these instructions may not be applicable or may be disregarded in some countries where postal providers follow different processes.
7. If a parcel has been returned to our agents’ depot and you have not contacted us within 5 days, the parcel may be returned to the sender at the discretion of our agent.
8. Sendle may make one attempt to re-deliver the parcel without charge.
9. If the first re-delivery attempt is unsuccessful, then you may be able to arrange to collect the parcel from our agent or pay us for a new delivery.
10. You acknowledge that Sendle and its agents rely upon the delivery details provided by the sender and, if an item is not accepted for delivery, it may be returned to the sender.
11. Our agents reserve the right to decline to enter any premises that they deem to be dangerous or unsafe. If this occurs, Sendle will attempt to contact the receiver to make alternative arrangements, failing which the parcel will be returned to the sender.

10. Cancellations or Changes

1. You can only change delivery information up until the day prior to the day the parcel is due for collection.
2. If you change the delivery address once your parcel has been collected, you acknowledge that you may have to pay a new delivery charge. You also acknowledge that we cannot guarantee that we will be able to communicate the new address to our agent.
3. You can only cancel an order up until the day prior to the day the parcel is due for collection, in which case a refund will be provided, minus credit card surcharges. You cannot cancel an order once it has been collected by or dropped off to our agent or more than 28 days after your order was placed.
4. If you use a label after you have cancelled it, you acknowledge that additional charges will apply and that your order will not be eligible for Sendle Cover or Sendle Extra Cover (if you had purchased it).

11. Limited Liability

1. Without limiting the operation of the Australian Consumer Law, Sendle excludes all conditions, warranties, terms and guarantees otherwise implied by law.
2. You acknowledge that parcels are sent at your own risk. Without limiting any express terms of this agreement, Sendle excludes liability for any loss, damage or delay that occurs during transit that is:
   • attributable to: your fraud, negligence or misconduct or the fraud, negligence or misconduct of someone acting on your behalf; your breach of these terms and conditions;
   • due to: ordinary wear and tear; inappropriate packaging; leakage from your goods; ordinary loss in weight or volume shrinkage; ordinary leakage; or
   • caused by: an event outside of our control; mould, moths, insects, rats or vermin; rust, oxidisation or discolourisation; electrical or mechanical breakdown or malfunction unless there is visible external evidence of physical damage to the parcel; strikers, locked-out workers, people taking part in labour disturbances, riots or civil commotions.
3. You acknowledge that Sendle is not liable to pay for any direct, indirect, economic, special or consequential loss or damage including but not limited to loss of sale, revenue, profit, production, business or claims made by you or made against you, regardless of foreseeability.
4. Without limiting any rights you have under law, our liability is limited at our discretion to either supplying the services again or to the cost of having the services supplied again.

12. Our Application Programming Interface

1. Sendle provides a number of our services, such as quoting, booking and tracking, via our Application Programming Interface (‘API’).
2. Sendle is the owner of our API; however, we give you the right to use our API for your own purposes, explicitly for sending your own parcels.
3. If you wish to use our API for the purpose of using our services for other parties, you must first seek the permission of Sendle to do so and adhere to any requirements set by Sendle from time to time. You can seek this permission by contacting the Sendle business team.
4. This clause 12 should be read in conjunction with our Website User Agreement which sets out our (and your) intellectual property rights in more detail.

13. Force Majeure

Except for obligations to make payment, non-performance by any party will be excused to the extent that performance is rendered impossible or impractical by acts of God, lightning strike, earthquakes, floods, storms, explosions, fires and any natural disaster, acts of war, acts of public enemies, terrorism, riots, civil commotion, malicious damage, sabotage and revolution or governmental acts, orders or restrictions.

14. General

If any provision of this agreement is invalid under any law, the provision will be deleted from the agreement and the remaining provisions will remain in full force and effect. This agreement shall be governed by and construed in accordance with the laws of New South Wales and Australia and you agree that any claim arising out of your agreement with us will be heard in New South Wales.

15. Velocity Frequent Flyer

As of 30 June 2023, Sendle accounts will no longer receive Velocity points on Sendle orders.