Terms and Conditions

We provide instant delivery, errands, and shopping support across London. Customers can share a shopping list and join live through WhatsApp or video for item selection. We coordinate services carried out by independent providers such as runners, drivers, and cleaners. We act as the bridge between customers and providers.

You pay My Runner in advance for the full coordination service. Payments are made directly to My Runner. We distribute funds internally to independent providers and keep our admin fee. My Runner is not a payment service or escrow. Admin fees are not refundable once the service begins.

• You place an order by WhatsApp with pickup details, instructions, and any shopping lists.
• Stay available for live communication where needed.
• Relax while the provider completes the task.

• Provide clear instructions and safe requests.
• Be available at pickup and delivery points.
• Approve purchases during live communication when shopping.
• Do not request restricted or unsafe items.
• You must be at least eighteen years old and legally able to enter binding agreements.
• You agree to waive your fourteen day cancellation right once the service is fully performed at your request.
• You consent to WhatsApp or video communication and accept that these platforms are third party tools.

All providers are independent contractors. My Runner coordinates only and does not employ or supervise them. We are not responsible for delays, damages, or no shows although we will help with fair mediation. We only facilitate connections between customers and providers and we are not their agent or employer.

• Before assignment: you receive a full refund including the admin fee.
• After assignment but before the provider begins: you may receive a partial refund where provider costs are deducted. The admin fee may be retained.
• Once the service begins: refunds are only available if the provider or My Runner is at fault.

• Our total liability is limited to the amount paid for the service.
• We do not cover indirect losses such as profit or business opportunities.
• Nothing limits liability where UK law prevents limitation, such as personal injury or fraud.
• Customers are responsible for insuring any high value goods.

These terms follow the laws of England and Wales. Any disputes are handled through the courts in London.

MyRunner is a luxury logistics and concierge coordination service operated by MKL Properties and Finance Ltd. We connect clients with independent, verified service providers ("Runners"), including SIA-licensed personnel where required. For the purposes of UK data protection law, MyRunner acts as a data controller.

Identity & contact information

• Name
• Phone number
• WhatsApp contact
• Email address

Service information

• Collection and delivery addresses
• Instructions and item descriptions
• Declared value (for high-value items)
• Photos for proof of service
• Live location (where required)
• Identification (for high-value or international services)

Communication data

• WhatsApp messages
• Voice notes
• Photos and media
• Video (only where used)
• Call logs (time and duration only)

Payment information

• Payment amounts
• Fees and charges
• Refund records

We do not store card details.

Technical data

• Device information
• IP address (via communication platforms)
• Time and date records

Service delivery

• Assigning Runners
• Managing logistics
• Processing purchases
• Coordinating secure handovers
• Verifying high-value items
• Managing international documentation

Safety & compliance

• Identity verification
• Fraud prevention
• Security allocation (including SIA personnel)
• Legal and customs compliance

Service improvement

• Quality control
• Staff and provider training
• Dispute resolution
• Operational improvements

Legal & regulatory

• Accounting and tax
• Legal obligations
• Regulatory compliance

We rely on the following lawful bases under UK GDPR:

• Contract — processing necessary to provide the service you requested.
• Legitimate interests — fraud prevention, security and verification, service improvement.
• Legal obligation — tax and accounting requirements, law enforcement requests.
• Consent — marketing communications, optional video use, extended storage of media.

You may withdraw consent at any time.

We share only what is necessary to deliver your service.

Runners

• Service details
• Locations
• Instructions
• Contact information
• Item information

Security personnel

Shared only where enhanced security is required.

Third-party services

• Messaging platforms (e.g. WhatsApp)
• Payment processors (e.g. Stripe)
• Mapping and logistics tools

These providers operate under their own privacy policies.

Legal authorities

Where required by law or regulation.

We do not sell your personal data.

Where services involve international logistics, your data may be shared with:

• Customs authorities
• International logistics partners
• Service providers outside the UK

We ensure appropriate safeguards are in place in accordance with UK GDPR.

Standard services

• Communications and media: up to 12 months
• Financial and transaction records: 6 years

High-value services

• Verification and chain-of-custody records: up to 24 months

Marketing

Retained until you opt out or withdraw consent.

Under UK GDPR, you have the right to:

• Access your data
• Correct inaccurate data
• Request deletion
• Restrict processing
• Object to processing
• Request data portability
• Withdraw consent

To exercise your rights, contact MyRunnerHelp@gmail.com.

We implement appropriate technical and organisational measures to protect your data. Please note:

• WhatsApp is a third-party platform
• It may process metadata independently
• We do not record or store video calls unless explicitly agreed

If you have concerns, you may contact us directly. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

We may update this Privacy Policy from time to time. The latest version will always be available on our website with the updated effective date.

Payments are made directly to My Runner as the billing party. We coordinate the service and then distribute funds internally to providers. Admin fees are not refundable once a service has begun.

• Before assignment: you receive a full refund.
• After assignment: you may receive a partial refund as provider costs may be deducted.
• Once the service starts: refunds are only possible if the service is not completed due to provider or My Runner fault.
• Refunds are processed within seven working days.

Refunds are not available for:

• Change of mind once shopping has begun
• Substitutions where approved live
• Out of stock items
• Delays caused by traffic or weather
• Services completed as instructed through live communication

Concerns should be raised quickly through WhatsApp or email. We help with fair mediation. Refund or credit decisions are made at our discretion.