Terms & Conditions

Errandly is a grocery marketplace platform. Customers post grocery-shopping requests — a neighbour does the shopping and delivery — and helpers accept and complete them. Errandly provides the marketplace and a Buyer Protection service that reserves the order amount in the customer's own wallet until they confirm delivery. Errandly is not an escrow provider, a bank, or a payment institution, and does not hold funds on behalf of one user for the benefit of another. The contract for the actual errand is between the customer and the helper; helpers are independent and are not employees or agents of Errandly.

You must be 18 or over and provide accurate details. Helpers, and customers using higher spending tiers, must complete identity verification. You are responsible for activity on your account and for keeping your login secure. We may suspend or close accounts that break these terms or that we reasonably believe are being used for fraud or abuse.

When a customer places an order, the total is reserved in that customer's own Errandly wallet — recorded against their account but not yet paid out — while the helper carries out the job. The payment is released to the helper only when the customer confirms the errand is complete, at which point the helper's earnings become available to withdraw. This is a Buyer Protection feature of the marketplace: the customer's money stays in their own wallet, in their control, until they are satisfied. If something goes wrong, either side can raise a dispute before confirmation (section 6). Every wallet credit, reservation, release, refund and withdrawal is recorded in an append-only double-entry ledger, so balances always reconcile.

• Customers pay the cost of the items or service plus a delivery fee of £4.50 and a service fee of 7% of the order. These are shown before you confirm an order.
• Wallet top-ups and card payments are processed by Stripe. Card details are entered directly into Stripe and are never stored by Errandly.
• Spending tiers cap the value a customer can have in play, rising with verification: Bronze £30 by default, and Silver £80 once your government ID is verified. Premium members receive reduced service fees.
• Helpers withdraw available earnings from their wallet. Withdrawals are subject to identity verification and anti-fraud checks and may take a short time to process.

Customers must describe requests accurately, fund them, and confirm promptly once an errand is done properly. Helpers must carry out accepted jobs with reasonable care and skill, follow lawful and reasonable instructions, keep receipts where relevant, and hand over the right items. Everyone must act honestly, treat other users with respect, and not use Errandly for anything illegal — this includes buying age-restricted goods for a minor, transporting prohibited items, or misusing another person's payment details.

If an order is cancelled before a helper completes it, the reserved amount is released back to the customer's wallet. If a customer believes a job was not done as agreed, they can raise a dispute instead of confirming. We will review the evidence from both sides — including receipts, photos and messages — and decide fairly whether to release payment to the helper, refund the customer, or split the amount. Our decision on the reserved amount is final for the purposes of the platform, but it does not take away any legal rights you have, including your statutory rights as a consumer.

You must not attempt to bypass Buyer Protection or arrange payment off-platform, create accounts to manipulate tiers or reviews, probe or interfere with the security of the service, or scrape or misuse other users' data. Breaching this section may lead to suspension, forfeiture of disputed funds pending investigation, and referral to the authorities.

Errandly provides the marketplace platform and Buyer Protection but does not itself perform the shopping or delivery and is not a party to the customer–helper contract. To the fullest extent the law allows, we are not liable for the acts or omissions of other users, or for indirect or consequential loss. Nothing in these terms limits liability that cannot lawfully be limited — including for death or personal injury caused by negligence, or for fraud. Nothing here affects the statutory rights you have as a consumer.

You can close your account at any time; we will return any funds properly due to you after settling open orders. We may change these terms, and will give notice of material changes in-app or by email. Continuing to use Errandly after a change means you accept the updated terms.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, without affecting any mandatory protections of the part of the UK where you live. Questions? Email support@errandly.co.uk.