Terms of Service

These Terms of Service apply to your use of ParcelClaim.co.uk and any digital letter generated or purchased through the website.

1. Who we are

ParcelClaim is a trading name of Michael Connolly, sole trader.

Business correspondence address:
Office 1786
92 Castle Street
Belfast
Northern Ireland
BT1 1HE

Email: info@parcelclaim.co.uk

2. What ParcelClaim provides

ParcelClaim provides self-help template letters and document generation for UK parcel delivery issues. Users enter their own details into an online form and can generate a formal claim letter for issues such as parcels not received, damaged parcels, delayed delivery, or wrong-address delivery.

ParcelClaim does not send the letter for you. You are responsible for reviewing the generated letter and sending it to the correct retailer, seller, courier, postal operator, payment provider, or other recipient.

3. Not legal advice

ParcelClaim is not a law firm and does not provide legal advice. Our templates are general self-help documents only. They are designed to help you prepare a clearer complaint or claim letter, but they are not a substitute for advice from a qualified solicitor, legal adviser, consumer adviser, or other professional.

4. No guaranteed outcome

We do not guarantee that your claim will be accepted, that you will receive a refund, replacement, compensation, or any particular response from a retailer, seller, courier, postal operator, payment provider, court, or complaints body.

5. Your responsibility

You are responsible for ensuring that all information you enter is accurate, truthful, complete, and suitable for your circumstances before using or sending the generated letter.

You must not use ParcelClaim to create or send false, misleading, abusive, threatening, fraudulent, or unlawful communications.

6. Price and payment

ParcelClaim sells digital document-generation products for the price shown on the website at the time of purchase. The original personalised parcel claim/refund letter and the optional ParcelClaim Claim Pack are separate one-time digital purchases. Payments are processed by Stripe. We do not store your full card details.

The Claim Pack is an optional upgrade for one purchased ParcelClaim case. Once its separate payment is verified, the relevant Claim Pack tools for that case are made available immediately. These may include issue-specific follow-up routes, a formal escalation letter, an evidence checklist, next-step guidance, subject lines and downloadable/copy-ready document versions.

7. Instant digital content and refunds

ParcelClaim provides instant digital content. Before payment for the original letter or the optional Claim Pack, you are asked to confirm that you understand the relevant product will be supplied immediately and that once the digital content has been supplied it cannot usually be refunded unless there is a technical fault, duplicate payment, or the law requires otherwise.

By purchasing, you agree that the relevant digital content will be supplied immediately after payment. A paid Claim Pack is not time-gated: the relevant tools available for that case are unlocked immediately after its payment is verified.

This does not affect any legal rights you may have if the digital content is faulty, not as described, or not provided.

8. Refunds

Refunds are handled in accordance with our Refund Policy. We do not usually offer refunds once the full letter has been unlocked, generated, copied, or downloaded, except where required by law or where we choose to do so at our discretion.

9. Case dashboard and secure recovery

After a verified purchase, ParcelClaim may keep an encrypted recovery copy of the purchased case so you can restore the dashboard if you change device or clear browser data. Recovery is normally available for up to 12 months after purchase. To restore a case, you must be able to receive a secure one-time link at the email address used through Stripe Checkout.

ParcelClaim may also save signed dashboard access tokens in your browser for convenience. Clearing browser data or using the dashboard's local clear control removes those local tokens but does not automatically remove the encrypted recovery copy. The dashboard provides a separate “Delete online copy” control if you want to remove ParcelClaim's recoverable case record earlier.

You should still download or save documents you want to keep permanently. Recovery access is a convenience attached to the purchased digital service and is not intended to replace your own document storage. Contact us if a verified payment has been made but a technical problem prevents access.

10. Claim Pack use

A Claim Pack purchase is for the ParcelClaim case to which it is linked. Follow-up and escalation wording is generated from the original case details and any later response information you choose to provide. You are responsible for checking that the selected route and all factual wording accurately match what happened before sending a document.

11. Technical availability

We aim to keep the website available, but we do not guarantee that ParcelClaim will always be uninterrupted, error-free, or available at any particular time. We may update, suspend, or withdraw parts of the website where needed.

12. Intellectual property

The ParcelClaim website, branding, design, wording, templates, and generated document structure are owned by or licensed to ParcelClaim. You may use a purchased generated letter for your own personal parcel claim. You must not copy, resell, redistribute, publish, or commercially exploit ParcelClaim templates or website content.

13. Limitation of liability

To the fullest extent permitted by law, ParcelClaim will not be liable for indirect loss, loss of profit, loss of opportunity, loss of data, business interruption, or losses arising from your use of a generated letter or from any decision made by a retailer, seller, courier, postal operator, payment provider, court, or complaints body.

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

14. Privacy

Our use of personal data is explained in our Privacy Policy.

15. Changes to these terms

We may update these Terms of Service from time to time. The latest version will always be available on this page.

16. Governing law

These terms are governed by the laws of Northern Ireland. If a dispute arises, the courts of Northern Ireland will have jurisdiction, subject to any mandatory consumer rights that apply.

Last updated: 12 September 2026