Consumer Terms & Conditions
Last updated · v0.2-draft
This is an early working draft. It is scaffolding to build the real thing, not authoritative legal text, and it has not been reviewed by a lawyer. Do not rely on it.
These terms cover your use of kwip (operated by Duane Chetcuti, trading as kwip, VAT number MT28953125) when you book a one-off Send delivery. By booking a delivery you agree to these terms.
You can reach us on +356 79 747 360, Monday to Saturday, 9am to 9pm.
The service
Send is our on-demand courier for one-off parcels across Malta. You give us a pickup and a drop-off, we collect the parcel, carry it, and deliver it, with live tracking from pickup to drop.
What counts as a parcel, and what we carry
A parcel is goods sent as a single, individually labelled item that one person can carry, weighing up to 20 kg. Anything heavier is freight rather than a parcel, and is outside this service.
Within that, Send carries standard parcels only:
- No side longer than 60 cm, and
- Weighs up to 10 kg.
We measure by the longest side, so there is only one number to check.
If your item is larger or heavier than that, contact us before booking. We price those individually, and we may not be able to take them at all. We do not offer a size or vehicle choice on Send: every job travels in a normal van.
What we never carry: cold-chain or perishable goods, illegal or hazardous items, and anything else prohibited by law.
Safe handling. Our drivers carry parcels by hand. A driver may decline a collection or delivery where handling it safely is not reasonable. For example, a heavy parcel to an upper floor with no lift, or a long carry from the nearest legal parking. We will tell you why, and you will not be charged.
What we may refuse. We can refuse a parcel at pickup if it is unsafe to handle (leaking, sharp, wet, or hazardous), if it is materially different from what you booked, or if it is over the limits above. If we refuse a parcel at pickup for one of these reasons, we will tell you why and you will not be charged for the delivery.
Bookings and payment
You book Send on our site. Payment is taken at the time of booking through Stripe, our payment provider. We never see or store your full card number.
Prices are shown including VAT (Malta VAT is 18%). What you see at checkout is what you pay. There is no surge pricing and no hidden fees.
How Send is priced
Send is priced by distance and speed:
- A per-kilometre rate applied to the driving distance between pickup and drop-off.
- A speed tier you choose: urgent, same-day, or next-day, each with its own multiplier.
- A minimum charge per booking.
The exact price is shown before you pay. Same-day and urgent are offered only when a van is already running a route that can take your job. Otherwise we steer you to the next-day option.
Delivery windows
We set the pickup and drop-off windows. You do not pick an exact time, but you can reschedule or change an address into the slots we offer. We aim to arrive inside the promised window and update you on WhatsApp as the window narrows.
Cancellation
| When you cancel | What you pay |
|---|---|
| Before a driver is dispatched | Nothing |
| After dispatch, before pickup | 25% of the price |
| After pickup | Full price. We return the parcel to you at no extra charge. |
Liability
Save in cases of fraud or gross negligence, our liability for loss of or damage to a parcel is limited as set out below. Nothing in these terms limits liability for death or personal injury.
We refund what the item cost, up to €100. Tick the extra cover box when you book and pay €1, and we cover it up to €300. You never have to tell us what it is worth. Above €300 we will still carry it, but cover stops there. You will see all of this on the booking screen before you pay.
How we settle. We pay the lowest of: the price you paid (per your receipt), the actual replacement cost, or the cover limit. If you have no proof of value at all, we refund what you paid us for the delivery. We cannot pay out on a value nobody can show.
Proof of delivery. A delivery is complete when our app records a photo of the parcel at the address, GPS within 50 metres, a timestamp and a barcode scan. Where we hand it to a person we record a PIN, a signature, or that an ID check passed. We check identity documents, we never photograph or keep them. You can ask us to hand it to a person when you book. If you do, and we leave it anyway, that is on us.
You have 30 days to claim: from delivery for damage, or from the date we treat the parcel as lost.
What we carry without cover. We will carry cash, jewellery, precious metals and stones, passports and irreplaceable documents, but they are not covered if lost or damaged. You can still send them; just know that up front.
What we cannot carry. Illegal or hazardous goods, live animals, prescription medicines, and perishables needing temperature control.
We are not liable for damage arising from inadequate packaging, or for consequential losses.
We are not liable for damage caused by inadequate packaging, or for delays outside our reasonable control.
Right of withdrawal
For most immediate, on-demand services the usual 14-day EU right of withdrawal may not apply once we have started the delivery you asked for. This is a point we are confirming with legal counsel before launch. TBC.
Complaints
If something goes wrong, tell us. Call +356 79 747 360 or reach us through the contact options on our site, Monday to Saturday, 9am to 9pm, and we will work it out with you.
Guest and account bookings
You can book Send as a guest, without an account. An account is optional and gives you delivery history and saved addresses. These terms apply either way.
Governing law
These terms are governed by the laws of Malta, and the courts of Malta have jurisdiction over any dispute.
Changes to these terms
We may update these terms from time to time. We will give reasonable notice of any material change, and the current version always lives on this page.