Courier Terms

You choose whether to book work with Quiver. During an accepted session, we allocate collections and deliveries and their sequence; you choose the roads you use and must always work safely.

You can cancel or arrange an eligible replacement through Live Ops. Repeated unexplained reliability problems may affect your tier, but there is no automatic cancellation charge.

Your earnings, adjustments and payment records are available in the app. You can ask Live Ops to explain or review them. A customer complaint or commercial credit does not automatically establish that you owe Quiver money.

Your legal rights depend on the actual working relationship and applicable law, not simply the title of this agreement.

1.1 These terms are between Quiver Solutions Limited ("Quiver", "we", "us") and the courier accepting them ("you"). Our company number is 16961611 and registered office is 27 Old Gloucester Street, London, WC1N 3AX. Contact Live Ops through the Quiver Courier app or email matt@quiver.co.uk.

1.2 The agreement takes effect when you accept the identified version through the app or another recorded written process. We will make that version available to you. Uploading a new version to our website does not itself mean you have accepted it.

1.3 These are courier service terms, not our merchant terms. A merchant's separate agreement does not automatically become part of your agreement.

2.1 The intended arrangement is the provision of services on a self-employed basis. However, nothing in these terms determines or excludes employee, worker, tax or other statutory status where the law provides otherwise. No applicable statutory right is waived.

2.2 You need not offer availability or book sessions, and Quiver does not guarantee to offer work or any minimum number of hours. You may work for other businesses, provided this does not compromise safety, customer confidentiality or work you are carrying out for Quiver.

2.3 You are responsible for tax, National Insurance and VAT for which you are legally responsible. Quiver remains responsible for any deductions, contributions or other duties the law places on it.

3.1 You must be at least 18 to register or carry out courier work, including as a replacement. Before starting, complete our registration and eligibility checks and keep your details current. These include identity, permission to undertake the work, relevant licences and insurance, and vehicle/equipment suitability. We also assess communication, presentation, attitude and suitability for customer-facing delivery work, including through an introduction video.

3.2 Use a safe and suitable vehicle and equipment, maintain them, and comply with applicable road traffic and safety requirements. Tell Live Ops promptly if your eligibility, insurance or ability to work safely changes. Do not undertake work that you are not lawfully insured or qualified to perform.

3.3 Where you use a motor vehicle, your insurance must cover its use for paid courier/delivery work. Ordinary personal-use cover is not sufficient unless it expressly includes that activity. Provide current evidence when required. Requirements differ for lawful pedal cycles and electrically assisted pedal cycles.

3.4 Public liability cover is recommended for cycle couriers. Any mandatory additional insurance requirement must be communicated before the relevant work is accepted.

3.5 Quiver does not currently provide Goods in Transit insurance for your assignments. Do not assume that a parcel is insured by Quiver. This does not make you automatically liable for every loss.

3.6 Unless separately agreed, you provide your own equipment and meet your ordinary operating costs. Any Quiver-supplied equipment and related charges require clear separate terms. Nothing excludes Quiver's responsibility for its own negligence or other liability that cannot lawfully be excluded.

3.7 Our eligibility process includes a basic criminal-record check: a basic DBS check for work in England and Wales, or the appropriate equivalent for work elsewhere. We will explain the requirement, assessment criteria and timing before asking you to obtain a check. Unless we agree otherwise or the law requires otherwise, you pay the official application fee directly to the checking service. We will disclose any other proposed cost in advance; this clause does not authorise a deduction from earnings. Ask us to assess an existing certificate before paying for a new one. Our default is to accept an appropriate existing Basic DBS certificate issued within the previous 12 months, subject to verification of your identity, the certificate's authenticity and type, and confirmation under section 3.8 that it shows no unspent information. Renewal is due 12 months from the certificate's issue date, not from joining Quiver or our approval date. Relevant new information or a confirmed, applicable client requirement may justify an earlier review or a more recent check; we will explain the reason and any resulting requirement. A DBS certificate has no official expiry date: the 12-month interval is Quiver's review policy, not a statutory expiry period.

3.8 Courier work through Quiver requires a Basic DBS certificate, or the appropriate equivalent, that shows no unspent convictions or cautions ("none recorded"). If your certificate shows any unspent information, we cannot offer you courier work, and this applies at your 12-month review as well as when you join. We will tell you the outcome without asking you to explain or share the details, and we do not record what the certificate says beyond whether it shows none recorded. We consider only criminal-record information we are lawfully entitled to consider. Do not give us spent or protected information, or the details of any matter on your certificate. If you think we have read your certificate wrongly, ask Live Ops and a person will review it. Before collecting criminal-record information, we will explain its use, lawful basis, access and retention arrangements. Acceptance of these terms is not blanket consent to criminal-record processing.

3.9 Complete the safety, goods-handling and age-verification instruction and assessment applicable to the work before undertaking it, and any notified refresher required for continued eligibility. Keep relevant evidence current. Tell Live Ops before changing the type of vehicle you use so that any additional licence, insurance and equipment requirements can be checked. We will communicate new requirements and any transition arrangements to existing couriers before they take effect; website publication alone does not change an existing agreement or establish that checks have been completed.

4.1 Availability is not a confirmed booking. Check the app or Live Ops confirmation before attending. A booked session does not guarantee payment for all scheduled hours regardless of time worked; see section 6.

4.2 You can cancel before the session starts. Give as much notice as practicable. If cancellation is not available in the app, contact Live Ops; an app restriction does not remove this route.

4.3 If you need to finish early, notify Live Ops and arrange the safe return or authorised handover of all parcels before ending your responsibilities for those parcels.

4.4 There is no automatic cancellation or early-finish charge. Repeated unexplained cancellations or early finishes may be considered in human reliability and tier reviews. We consider the circumstances and your explanation; see section 8.

4.5 You may nominate another courier, including someone who has not previously worked with Quiver, or ask Live Ops to offer the session to the pool of active eligible couriers without nominating anyone. A replacement must agree to take the work and complete the applicable identity, age, permission-to-work, licence, insurance, equipment, suitability and training checks before taking over. Once those requirements are met, Quiver will accept the eligible replacement; there is no further discretionary approval of your choice. Live Ops confirms the transfer and handover arrangements, rather than imposing a further selection decision. Do not share your account or login credentials.

4.6 Live Ops must confirm the transfer and any parcel handover arrangements. Once the replacement takes over the confirmed work, you are released from responsibility for their subsequent performance, and Quiver pays them directly. You remain responsible for your own acts before the transfer. Until the transfer is confirmed, use the cancellation process if you cannot attend.

5.1 During a session, Quiver allocates collections and deliveries and their sequence. Follow reasonable delivery and goods-handling instructions. You choose your roads; navigation suggestions and estimates do not override road conditions, the law or safe judgement.

5.2 Contact Live Ops immediately about unsafe, unsuitable or impossible assignments, capacity issues, access problems, delays, damaged parcels or incorrect instructions. Do not drive or ride dangerously to meet a target. Do not interact with the app while doing so would be unsafe or unlawful.

5.3 Handle parcels with reasonable care, follow the relevant delivery instructions and record progress and proof of delivery accurately. Never invent a delivery, signature, photograph, location or completion time.

5.4 If delivery cannot reasonably be completed, obtain instructions from Live Ops. A reasonable unsuccessful attempt is not, by itself, a courier-fault delivery.

5.5 Return undelivered parcels to the designated warehouse or another location expressly authorised by Live Ops. Do not take parcels home or retain them after a session without authorisation. Required returns and delivery-related waiting must be recorded for payment review.

5.6 If you cannot reasonably undertake a particular delivery, explain the reason to Live Ops. Where Live Ops accepts the reason, it will adjust your delivery plan so you can continue the session. An accepted reassignment will not adversely affect your tier, reliability assessment or future booking access.

5.7 For age-restricted goods, follow the applicable Challenge 25 procedure and any stricter lawful delivery instruction supplied before the work. Check the actual person receiving the goods: if they appear under 25, require an accepted form of identification confirming the required minimum age before handover. They need not be the purchaser unless the applicable delivery rules require it, but must be an authorised recipient and meet those rules. Do not leave age-restricted goods unattended, at a safe place or with reception without the required person-to-person checks and permission under those rules. Refuse handover where the checks fail or the law prohibits it, including prohibited alcohol handover to an intoxicated person; contact Live Ops and record the refusal accurately.

5.8 Use the required in-app age-check and delivery records honestly. Complete relevant instruction before handling age-restricted goods; an eligible replacement must have completed it too. Quiver may use lawful compliance audits, including test deliveries, and require a refresher or restrict affected work following a concern. A failed audit or complaint is reviewed under section 11.5, not treated as automatic proof of every allegation. Do not photograph or retain a customer's identity document unless an expressly authorised, lawful process requires it.

5.9 Follow the food-safety, hygiene, separation and temperature-handling instructions applicable to food deliveries, and use suitable clean delivery equipment. Report contamination, damage or a suspected break in required handling conditions to Live Ops before completing handover.

5.10 Do not knowingly collect, carry or deliver excluded goods on Quiver work. Excluded goods are: (a) explosives, fireworks, flares, ammunition and munitions; (b) firearms, imitation firearms, CS or pepper spray, tasers, flick knives and any other offensive weapon; (c) illegal drugs, psychoactive substances, counterfeit or stolen goods, and anything else whose possession, carriage or sale is illegal; (d) flammable, corrosive, toxic, infectious, radioactive or compressed-gas materials, including petrol, gas cylinders, pesticides, clinical waste, asbestos and lead, other than ordinary consumer products in retail packaging that a Quiver client has approved for delivery; (e) loose, damaged or recalled lithium batteries and power banks (batteries fitted inside a device are allowed); (f) cash, banknotes, coins, payment cards, cheques, vouchers or other payment methods; (g) jewellery, watches, precious metals or precious stones, unless Live Ops has confirmed in writing that the item is covered and its value limit; (h) prescription-only medicines, unless Live Ops has confirmed they are covered by a pharmacy client arrangement; and (i) people, live or dead animals, human or animal remains, body parts, organs or bodily fluids.

5.11 Knives, bladed articles and corrosive substances that a Quiver client sells are age-restricted goods under section 5.7, not excluded goods. Hand them personally to a recipient aged 18 or over who meets the applicable checks. Never leave them in a safe place, with a neighbour or in a locker.

5.12 If you reasonably suspect that a parcel contains excluded goods or is unsafe to carry, refuse it. Do not open sealed packaging. Tell Live Ops before leaving the collection point, or as soon as it is safe if you only find out during the delivery, and follow their instructions. A refusal under this section is an accepted reason under section 5.6. Knowingly carrying excluded goods is a serious breach of these terms and may lead to a restriction under section 11.5 or to your account being made permanently inactive under section 11.3.

5.13 You are responsible for the parcels assigned to you from the time you collect them until they are delivered to the recipient, or until a member of our warehouse team has received them back at the warehouse. Keep them secure: lock your vehicle and keep parcels out of sight whenever you leave it, do not leave a vehicle, bike or bag containing parcels unattended except for the time needed to make a delivery nearby, and do not hand parcels to anyone else, including another courier, unless Live Ops authorises it. Scan or record each collection, handover and return in the app when it happens.

5.14 If a parcel is lost, stolen or cannot be accounted for, tell Live Ops through the app immediately, and in any event before the end of your session. Report a theft to the police as soon as it is safe to do so and give Live Ops the crime reference number within 24 hours. Give Live Ops an honest account and any photographs, location records or other evidence you have. A parcel you collected that has not been delivered, received back by our warehouse team or reported by the end of your session is treated as unaccounted for, and Quiver will investigate it under section 7.

6.1 Your applicable rate and any tier supplement must be communicated before the session starts. The rate at its start applies throughout that session. Do not rely on historic example rates in older documents.

6.2 Earnings are calculated from recorded working time at the applicable rate, subject to the adjustments described in section 7 only to the extent lawfully permitted. Genuine breaks are unpaid. A gap in app activity does not by itself establish a break; relevant work and availability obligations must be considered.

6.3 Record collection waiting time accurately. Your entitlement to waiting-time pay is independent of whether Quiver charges, waives or refunds a merchant's waiting charge.

6.4 Payment records may initially be calculated automatically. Live Ops reviews the records and context, and the person authorising payment reviews adjustments before payout. You can view entries, amounts and available notes in the app and query them through Live Ops before or after payment.

6.5 We correct established errors and explain corrections. Ending the relationship does not extinguish earned amounts or an outstanding payment query.

6.6 Supply accurate payment and tax details and notify us if your VAT status changes. We provide earnings statements. VAT self-billing, where applicable, requires the appropriate separate agreement and compliant invoices; an earnings statement is not automatically a VAT invoice.

6.7 We aim to make payments fortnightly on Fridays. This is our intended payment schedule, rather than a guaranteed payment date. We will communicate anticipated delays and provide an updated expected payment date. This does not postpone any payment already legally due or affect applicable statutory payment deadlines, interest or remedies. Your entitlement to payment is not conditional on a merchant paying Quiver.

7.1 Adjustments must have a lawful basis and be explained in your payment record. We do not impose arbitrary fines. Any statutory restriction on a deduction or on the amount deductible takes priority over this section.

7.2 Timing assessments compare recorded time with the relevant journey estimate and on-site allowance. Within each shift, selected excess time across eligible jobs is offset by eligible time saved. Only a remaining positive balance is considered for a timing deduction, calculated in hours at that shift's applicable hourly rate, communicated before the shift starts. A zero or negative balance means no timing deduction and does not create an additional payment. Timing savings are not carried between separate shifts. We will make the calculation and relevant entries available for review. A timing deduction requires a sufficiently specified calculation notified and agreed before the affected work, where required by law; this general description does not permit retrospective or undisclosed calculation rules. Estimates are not guarantees or conclusive proof of fault. Where software, data or an estimate is wrong, Quiver reviews the evidence, reconstructs an appropriate benchmark and reassesses the difference against actual time, explaining its judgement.

7.3 Where a delivery is not properly performed because of your established fault, Quiver may review the service payment attributable to it. Any reduction must be separately explained and lawfully authorised; it is not an automatic forfeiture of all time worked. Reasonable unsuccessful attempts without courier fault are not treated as faulty performance. A service-payment adjustment and goods compensation are separate matters and cannot duplicate recovery of the same loss.

7.4 If your negligence, failure to follow reasonable goods-handling procedures or other breach causes goods to be lost, stolen, damaged or wrongly delivered, you are responsible for the reasonable, legally recoverable loss attributable to that conduct. Not following section 5.13 or 5.14 is a failure to follow reasonable goods-handling procedures. You are not responsible for a theft or loss that happened despite your following those procedures, for example a robbery you promptly reported to Live Ops and the police. A parcel being assigned to you or a complaint being made does not by itself establish fault. Quiver must investigate causation and account for its own contribution and that of others.

7.5 Quiver will seek goods-loss recovery under this section only where it has actually paid compensation or provided a credit to the affected client for that loss. Recovery cannot exceed either the legally recoverable loss attributable to your conduct or the compensation actually provided, after accounting for relevant recoveries. RRP, a client demand or the size of a credit is not automatically proof of the correct amount. A reasonable settlement of a genuine claim must be distinguished from a purely discretionary client-retention payment; the latter is not automatically passed to you. No additional fixed monetary cap is specified, but these limits and applicable law still apply.

7.6 Before a goods-loss deduction, we will send you the incident details, evidence, basis, calculation and proposed amount through the app or by email. You have seven calendar days from sending of that information to respond. We will consider your response before giving a reasoned decision. Silence does not amount to acceptance of liability. You may request reconsideration through Live Ops or matt@quiver.co.uk before or after payment. This does not restrict statutory remedies or make Quiver's decision conclusive in a legal dispute.

7.7 Subject to the preceding safeguards and applicable law, by accepting the operative agreement you authorise Quiver to deduct an established amount due under sections 7.4–7.5 from your next payment. We do not promise to spread it over several payments. The deduction will not exceed the amount outstanding or the amount lawfully deductible from that payment. If any balance remains, it stays outstanding and may be deducted from subsequent earnings on the same basis. Stopping work does not cancel a legally established debt; any recovery outside earnings must use a separate lawful process. We will keep a record of deductions and the remaining balance. These provisions do not retrospectively authorise earlier deductions.

7.8 Only where legally permitted and supported by the required prior contractual or written authority, Quiver may temporarily retain from a payment otherwise due an amount no greater than the evidenced goods-loss claim under sections 7.4–7.5, the payment otherwise due, or any lower amount lawfully retainable. We will identify the amount retained and its basis in the notice under section 7.6. The undisputed balance will be paid when due. A claim is not an established debt, and calling a sum a temporary retention does not avoid restrictions on deductions, minimum-wage rights or payment deadlines.

7.9 The review and any temporary retention must end within 14 calendar days from sending the information under section 7.6; this includes, and does not run after, the seven-day response period. If the claim is rejected or reduced, any amount no longer justified will be released promptly. If the dispute remains unresolved at the end of the 14-day period, all retained payment must be released by that deadline and any continuing claim pursued separately through a lawful process. We will not extend or restart the retention period for the same incident. Any final deduction following resolution must satisfy section 7.7 and applicable law.

7.10 Taking, keeping or disposing of a parcel or its contents without authority, or falsely reporting a parcel as delivered, lost or stolen, is a serious breach of these terms. Quiver may report it to the police, make your account permanently inactive under section 11.3 and recover the full loss under sections 7.4 to 7.9.

8.1 Live Ops and management currently assign tiers using human judgement. Factors include delivery performance, reliability, reported problems, communication, consistency, punctuality and completion of scheduled hours, with relevant explanations taken into account.

8.2 Your tier can affect your rate and booking arrangements, including whether bookings are confirmed automatically or remain pending. A booking rule may operate automatically even though a human assigned the tier.

8.3 A tier change and its explanation are recorded for you in the app. A changed rate applies from your next session, including a previously booked session, but not retrospectively or during a session already started. We will notify you of the changed rate before the affected session starts. If a rate reduction affects a session you have already booked, you may cancel that session through the app or Live Ops without a cancellation charge or any adverse effect on your reliability assessment, tier or future booking access. This exception takes priority over section 4.4. Contact Live Ops if you disagree with the change.

8.4 You can ask Live Ops to review your tier, its factual basis or a booking decision. We are developing automated tier assessment, but these terms do not describe that planned system as already operating. Before introducing it we will explain its inputs, consequences and review arrangements and meet applicable legal requirements.

9.1 Use your own account, protect your credentials and report suspected unauthorised access. Only record information that is accurate and necessary for the work. Report app faults that affect assignments, time or payments to Live Ops.

9.2 Our Courier Privacy Policy at https://quiver.co.uk/courier-privacy-policy explains how we use application, account, work, location, performance, payment and technical information and how to exercise privacy rights. Accepting these terms is not blanket consent to all processing.

9.3 Use customer information only for authorised delivery and support purposes. Do not contact customers for personal reasons or retain private copies unnecessarily. Report loss, disclosure or misuse promptly. Preserve evidence needed for a reported incident through the authorised app or support process.

10.1 Protect genuinely confidential customer and Quiver information obtained through the work and use it only for authorised purposes. This duty continues after the relationship ends while that information remains confidential.

10.2 This does not restrict information already lawfully public, your general skills, obtaining professional advice, reporting concerns to authorities, protected disclosures or exercising legal rights. It does not prevent you from discussing your own working conditions where legally protected.

11.1 Either party may end the arrangement by notice through the app or email, subject to any applicable statutory obligations. Arrange the return of parcels and Quiver property safely.

11.2 An inactive account is a reversible status. You may reactivate it, subject to current eligibility requirements. Inactivity alone does not extinguish your account or outstanding payments.

11.3 Permanently inactive means Quiver will not offer further work unless that decision is reversed. We explain the reason and you may request review, provide context and challenge inaccurate information through Live Ops or email.

11.4 Inactive and permanently inactive couriers retain app access, including payment history and support. Outstanding earnings remain payable under the applicable payment schedule. Ending work does not remove either party's accrued rights or lawful obligations.

11.5 Where reasonably necessary for safety, legal compliance, an applicable client eligibility requirement or investigation of a material concern, Quiver may temporarily restrict particular clients, sites or types of work, or all work where a narrower restriction would not address the risk. A complaint does not by itself establish fault. We will explain the reason and scope as soon as reasonably practicable, subject to lawful confidentiality or investigation limits, give you an opportunity to respond and correct information, and review the restriction promptly and regularly while it continues. You may request reconsideration through Live Ops or the contact in section 13.1. We will communicate the outcome and any proportionate requirements for returning to the affected work. Access to payment information and support is preserved. A work restriction does not itself authorise a deduction, delayed payment or forfeiture of earned pay.

12.1 Each party remains responsible for its own legally attributable acts and omissions. These terms do not make you responsible for all consequences of Quiver's operations or all actions of an approved replacement after takeover.

12.2 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Nothing removes applicable employment, worker, equality, data-protection or minimum-wage rights.

12.3 Goods-loss liability is governed by section 7. These terms do not give Quiver a general indemnity for every commercial loss or customer payment.

13.1 Contact Live Ops in the app for operational and payment questions. You can escalate to matt@quiver.co.uk or write to our registered office. Explain the decision or payment entry you question and provide relevant information.

13.2 We will investigate and provide reasons. Using this process does not prevent either party from seeking legal advice or bringing proceedings and does not extend statutory time limits.

13.3 The agreement is governed by the law of England and Wales. The courts of England and Wales have jurisdiction, without excluding an employment tribunal or other forum where statutory rights require otherwise.

14.1 Material changes will be communicated clearly before they take effect and recorded agreement obtained where required. New deduction terms do not apply retrospectively. Keep a copy of the version you accept.

14.2 These terms and any expressly incorporated payment or equipment schedule form the agreement. If a provision is unenforceable, the remaining provisions continue so far as lawful. Failure to enforce a right once does not automatically waive it. When separately provided and accepted alongside these terms, the versioned Courier payment principles form Appendix A. The acceptance record identifies the exact documents accepted. The appendix explains payment practice; these terms and applicable rights take priority if there is a conflict. Publishing either document does not change an agreement accepted earlier.

14.3 When accepting these terms through the process described in section 1.2, you give the following acknowledgement: "I have read and accept these terms, including the working arrangements, payment rules and responsibilities described. The intended arrangement is self-employed provision of services. Nothing in this acknowledgement excludes statutory rights that apply to the actual working relationship."

New onboarding agreements include the payment principles as a separate document, accepted alongside the Courier Terms. Existing accepted agreements remain unchanged. Where the documents differ, the Courier Terms and their review safeguards take priority.