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.

Name, phone, WhatsApp, email, pickup details, delivery details, instructions, payment amounts, admin fees, WhatsApp chats, live video if used, and photos taken for service confirmation.

To coordinate services, keep live communication, process payments, resolve disputes, and meet legal or tax requirements.

Contract, legal obligation, legitimate interests, and consent for marketing where you opt in.

• Order and payment records kept for six years.
• Messages and photos normally removed after twelve months unless linked to a dispute.
• Marketing data is kept until you unsubscribe.

You can request access, correction, deletion, restriction, or objection. You can withdraw consent for marketing. Contact MyRunnerHelp@gmail.com to exercise these rights.

We use sensible safeguards. WhatsApp and video apps are third party platforms with their own privacy terms. By using them you agree to communication through these platforms. We do not record or store video calls unless you clearly agree.

You may contact us first. You may also contact the ICO through their website. You can also speak to trading standards or the citizens advice bureau.

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.