Terms of Service

1. About Twyft

Twyft is a courier and parcel delivery service incorporated on the Isle of Man, providing collection and delivery services within the Isle of Man and between the Isle of Man and the United Kingdom and internationally.

By using our website or placing a booking, you agree to be bound by these terms and conditions. References to "we", "us" or "our" refer to Twyft. References to "you" refer to the customer placing a booking or using our services.

These terms are governed by the laws of the Isle of Man and comply with the Isle of Man's consumer protection legislation, including the Supply of Goods and Services Act 1996 (IOM) and the Distance Selling Regulations as applicable.

2. Bookings and contract formation

• A contract between you and Twyft is formed when we confirm your booking and payment has been successfully processed.
• All bookings are subject to availability and acceptance by Twyft. We reserve the right to decline any booking.
• You are responsible for ensuring that parcel dimensions, weight, contents, and declared value are accurately stated at the time of booking. Surcharges may apply for inaccurate declarations.
• You must ensure the parcel is ready for collection at the agreed time and location, adequately packaged for transit.
• Bookings made on behalf of a third party must be authorised by that party, and you accept these terms on their behalf.

3. Your right to cancel (distance contracts)

Where you book online as a consumer (not in the course of a business), you have the right to cancel your booking within 14 calendar days of placing it, provided the collection has not yet taken place.

• To cancel, email us at [email protected] with your booking reference.
• If you request that the service begins within the 14-day cancellation period and collection takes place, you lose your right to cancel and no refund will be due.
• If you cancel before collection, a full refund will be issued to your original payment method within 14 days of cancellation.
• Business customers do not have statutory cancellation rights under distance selling rules, but our standard cancellation policy (Section 8) applies.

4. Prohibited items

The following items must not be sent via Twyft under any circumstances:

• Dangerous goods, hazardous materials, explosives, or flammable substances.
• Illegal items, controlled drugs, or counterfeit goods.
• Live animals or human remains.
• Perishable goods unless agreed in writing in advance.
• Cash, bearer bonds, negotiable instruments, or lottery tickets.
• Items prohibited by the laws of the Isle of Man, the United Kingdom, or the destination country.
• Any item that would cause our carrier partners to be in breach of their own prohibited goods policies.

We reserve the right to open and inspect any parcel we reasonably suspect contains prohibited items. Parcels found to contain prohibited items will be refused, returned, or surrendered to the relevant authorities at the sender's cost and risk. No refund will be issued.

A full list of prohibited and restricted items is available at twyft.im/help/prohibited-goods.

5. Pricing and payment

• All prices displayed on our website are inclusive of Isle of Man VAT at the applicable rate unless stated otherwise.
• Payment is taken at the time of booking via SumUp, our PCI DSS-compliant payment provider.
• We reserve the right to apply surcharges for remote areas, oversized or overweight parcels, or inaccurate weight and dimension declarations. We will notify you before applying any surcharge.
• Credit account customers are subject to separate credit terms agreed in writing. Invoices are due within the agreed payment period. Late payment interest may apply under the Late Payment of Commercial Debts legislation as adopted by the Isle of Man.
• Promotional codes and account credits are subject to their own terms, cannot be exchanged for cash, and cannot be combined unless expressly stated.

6. Delivery

• Delivery timescales quoted are estimates based on our carrier partners' standard service levels. They are not guaranteed unless expressly stated in writing.
• We are not liable for delays caused by circumstances beyond our reasonable control, including adverse weather, industrial action, customs delays, carrier disruption, or acts of God.
• If a delivery attempt is unsuccessful, we will follow our standard redelivery or return-to-sender procedure. Additional charges may apply for repeat delivery attempts.
• For international shipments, you are responsible for ensuring the goods comply with the import regulations of the destination country. Customs duties and import taxes are the recipient's responsibility unless otherwise agreed.

7. Loss and damage

• Claims for loss or damage must be submitted in writing within 14 days of the expected delivery date (or within 14 days of delivery for damage claims).
• Our liability for loss or damage is limited to the lower of: (a) the declared value of the parcel at the time of booking; or (b) our standard compensation limit of £50 per parcel, unless enhanced cover has been purchased.
• We are not liable for consequential loss, loss of profit, loss of business, or indirect or special damages of any kind.
• Fragile, antique, or high-value items must be declared and appropriately packaged. Claims for items that were inadequately packaged may be declined.
• We accept no liability for loss or damage to prohibited items.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

8. Cancellations and refunds

• Bookings may be cancelled before collection for a full refund. See Section 3 for consumer cancellation rights under distance selling rules.
• Once a parcel has been collected by our driver or dropped off at a collection point, cancellations are not possible and no refund will be issued.
• Refunds are processed to the original payment method within 14 days of the cancellation being confirmed.
• If we are unable to fulfil a booking due to circumstances within our control, we will issue a full refund within 14 days.

9. Accounts

• You are responsible for maintaining the confidentiality and security of your account credentials.
• You must notify us immediately at [email protected] if you suspect unauthorised access to your account.
• You are responsible for all activity carried out under your account.
• We reserve the right to suspend or terminate accounts that breach these terms, engage in fraudulent activity, or are used in a manner that causes harm to Twyft or third parties.

10. Intellectual property

All content on this website, including logos, text, design, software, and trademarks, is owned by or licensed to Twyft. You may not reproduce, distribute, or use any content without our prior written consent, except as permitted by applicable law.

11. Limitation of liability

To the fullest extent permitted by Isle of Man law, our total aggregate liability to you in connection with any booking or use of our services shall not exceed the greater of: (a) the amount paid by you for the specific booking giving rise to the claim; or (b) £100.

This limitation does not apply to liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

12. Changes to these terms

We may update these terms from time to time. The "last updated" date at the top of this page will reflect any changes. Where changes are material, we will notify registered account holders by email with at least 14 days' notice before the changes take effect. Continued use of our services after that date constitutes acceptance of the revised terms.

13. Governing law and disputes

These terms are governed by and construed in accordance with the laws of the Isle of Man. Any disputes arising out of or in connection with these terms or our services shall be subject to the exclusive jurisdiction of the courts of the Isle of Man.

If you have a complaint, please contact us first at [email protected]. We aim to resolve all complaints within 14 working days.

14. Contact

Questions about these terms? Contact us at [email protected].