1. Acceptable use and content standards
When you use OctoFetch — whether as a customer, a seller or a recipient — and when you submit any content (listings, messages, item descriptions, photos, notes, reviews), that content must:
- Be accurate, lawful, and not misleading.
- Not be defamatory, offensive, discriminatory, harassing or threatening.
- Not infringe the intellectual property, privacy or other rights of any person.
- Not be fraudulent, deceptive, spam, malware, phishing or impersonation of any person or business.
- Not advertise or describe illegal, hazardous, restricted or offensive goods.
We may remove content, edit listings, suspend accounts and report unlawful activity to the relevant authorities where this policy is breached.
2. Restricted and prohibited items
OctoFetch does not carry the categories listed in clause 8 of our Terms & Conditions, including illegal goods, hazardous and flammable materials, weapons and ammunition, controlled substances, cash and small high-value valuables, live animals and plants, perishable goods, clinical or medical waste, specialist licensed goods, items unsafe to transport, and items materially different to the booking.
We may refuse, cancel or exclude claims for prohibited or restricted items. Where such items are presented on the day, the crew may decline the job in whole or in part, and cancellation charges may apply per our Cancellations Policy.
3. Reporting a damage, loss or theft concern
- Report any damage, loss or theft concern to us as soon as reasonably possible — ideally within 24 hours of delivery, or within 24 hours of you discovering the issue.
- Email hello@octofetch.co.uk from the address on the booking, with your booking reference and a short description of what happened.
- Late reports may limit our ability to investigate and may reduce or remove cover that would otherwise have applied.
4. Supporting evidence
Please provide supporting evidence within 7 days of your initial report. Useful evidence includes:
- Clear photos and short video of the damage, from multiple angles.
- Photos of the original packaging, both before collection (where available) and after delivery.
- Proof of value — original receipt, invoice, order confirmation, or comparable replacement listing.
- A reasonable repair estimate where the item can be repaired rather than replaced.
- Condition evidence from collection and delivery (e.g. handover photos, notes left with the driver).
- For theft claims, a police report or crime reference number.
Please preserve the damaged item and its packaging until the claim is closed, in case inspection or collection is required. Failure to provide evidence, or disposal of the item before the claim is resolved, may limit or prevent claim handling.
5. How claims are assessed
- Claims are assessed against the Item Protection option selected at the quote step and the eligibility rules shown there.
- Owner-packed items, unpacked items, excluded materials, pre-existing damage, and prohibited/restricted items may be excluded from cover.
- Where customer-assisted handling, inaccurate booking information or inadequate packaging materially contributed to the damage, cover may be reduced or refused (see Terms clauses 3, 5 and 6).
- Where a claim is approved, settlement may be made by repair, replacement or refund, at our reasonable discretion and subject to the cover limits at booking.
6. Complaints
If something has gone wrong and you would like to make a complaint, please submit it in writing to hello@octofetch.co.uk with:
- Your booking reference and contact details.
- A short summary of the issue and the dates involved.
- Any supporting evidence (photos, screenshots, messages).
- The outcome you are looking for.
We will acknowledge complaints and investigate them in good faith. We aim to respond within a reasonable timeframe based on the complexity of the case; we will not commit to fixed response times we cannot reliably meet, and we will keep you updated if more time is needed.
7. Suspension and misuse
As set out in clause 13 of our Terms & Conditions, we may suspend or restrict access in response to fraud, payment abuse, repeated failed collections, prohibited items, misuse of seller listings, harassment of our team or carrier crews, or other material breach.