InPost UK Limited Service Terms

Last Updated September 2023

1. Introduction

Welcome to InPost!

InPost UK Limited is a company registered in England and Wales under number 08090698. Our registered office is at Moray House, 23-35 Great Titchfield Street, London, W1W 7PA.

References in these terms of service (the “Service Terms”) to “InPost”, “we”, “our” and “us” are references to InPost UK Limited and any subcontractor, agent or other third party which we may use to fulfil our obligations under these Service Terms from time to time.

Important note: we know you've heard it before, but you should read these Service Terms in full. They contain important information about service. In particular, we would like to draw your attention to following:

  • Clause 3 (which sets out the other terms which apply to you, including those of our Partners)
  • Clause 6 (which sets out your key obligations when you use our Services);
  • Clause 7 (which sets out the "Prohibited Items" which may not be sent via our Services);
  • Clause 8 (which sets out the extent of both our liability to you and your liability to us);
  • Clause 9 (which sets out our right to open lockers and inspect Parcels);
  • Clause 11 (which sets out what happens if you breach these Service Terms);
  • Clause 13 (which sets out further details about our delivery procedures and your obligations with respect to our Services);

If you deal with us as a business, certain terms will not apply to you as they would to consumers; and certain additional terms will be applicable to you, as set out in these Service Terms.

2. Definitions

Some capitalised words and phrases used in these Service Terms are defined when they first appear. In addition to these, the following capitalised words and phrases have the following meanings:

“App” means the InPost app.

“InPost Shop” means any shop through which we provide our Services.

“Locker” means any of our self-service automatic parcel machines.

“Parcel” means any permitted and properly package item (see Clause 7) which is sent from, or delivered to, one of our Points.

“Parcel Information” means all information we require in relation to a Parcel to provide our Services. Parcel Information will be required from you at the point of placing an order for our Services, whether through us, or one of our Partners; and

“Partner” means any third party with, or for whom, we provide Service.

“Point” means either a Locker or an InPost Shop

“Services” means our Parcel delivery services which include currently:

  1. “Collect” - make an online order from one of our Partners and collect your Parcel from a Point;
  2. “Return” - return a Parcel to one of our Partners from a Point; and
  3. “Send” - send a Parcel to another individual from Point, the destination can either be their home, or another Point.

“Site” means

3. These service terms and other terms that apply to you

These Service Terms refer to and include the following additional terms and policies, which also apply to your use of our Services:

Right now, we do not offer any of our Services to you directly. This means that you are using our Services via one of our Partners and your contact will be with them directly. Important: any complaint or dispute relating to Services obtained via an InPost Partner should be raised with that Partner, and not InPost directly. Don't worry, we'll be working hard behind the scenes to resolve any issues.

While we are not contracting with you directly, in using our Services, you also agree to comply with these Service Terms. They set out the scope of our Services and important operational requirements.

4. Changes to these service terms

We may amend these Service Terms from time to time for various reasons, for example to reflect changes in law, best practice, our business practice or to deal with additional features, functionalities or services which we may introduce.

By continuing to use our Services, you are accepting those changes and will be bound by them. If you do not agree to any changes, you should immediately cease using our Services.

We recommend that you periodically review these Service Terms to keep up-to-date with our Services and our latest terms and conditions.

5. Our service and your account

Where you use our Services, you may be required to create a personal account (“Account”). You are responsible for maintaining the confidentiality of the information you hold for your Account and for any and all activity that occurs under your Account whether as a result of your failing to keep this information secure and confidential, or otherwise.

Where you chose to share parcel collection data with third party, or to open a Locker remotely to access your parcel, we take no responsibility of the loss of, or any damage to, that parcel. We recommend that you are present at a Locker to collect your parcel. However, if you must share collect data you shall ensure that this is with a trusted individual only.

6. Your obligations

In placing an order for our Services you confirm that each Parcel requiring our Services:

  • Is neither larger, nor heavier than the dimensions specified in your order (and in no event exceeds the InPost maximum Parcel dimensions of 41cm x 38cm x 61 cm with a maximum weight of 15kg).
  • is adequately packaged to ensure safe transportation, bearing in mind the ordinary bumps and scrapes of handling with reasonable care. This includes ensuring that your Parcel is packaged to prevent: (i) opening during transit; (ii) the loss of the items it contains; and (iii), the destruction or endangerment of any person or property during transport (including but not limited to other deliveries).
  • is free of old labels.
  • is provided with accurate Parcel Information.

When using our Services via Locker, you must only place one Parcel in each compartment. Where you place multiple Parcels in one compartment, we make no guarantee as to our ability to deliver those Parcels and will not be liable for any loss or delay.

Where you have ordered our Services through one of our Partners you also confirm that each Parcel provided to us complies with any terms and conditions of that Partner.

You also warrant (i.e. promise) that all items contained in each Parcel comply with these Service Terms and in particular the InPost rules on Prohibited Items (defined and further explained in clause 7 below) and our delivery procedures and requirements (as further described in clause 13).

7. Parcel & packaging/prohibited items

We will not carry any Parcel containing prohibited by law or regulation, or which we have deemed prohibited (to protect our Services and the value at which we can offer them). All items contained in any Parcel must comply with the InPost rules on:

  • prohibited items (the “Prohibited Items”); and
  • parcel & packaging requirements (the “Parcel & Packaging Requirements”)

both of which can be found here (

We are not obliged to accept for delivery, nor provide our Services in respect of, any Parcel which contains an item included on our list of Prohibited Items or which does not comply with the Parcel & Packaging Requirements.

Where we become aware of a Parcel which does not comply with our Parcel & Packaging Requirements, or which contains a Prohibited Item, or otherwise, is deemed as prohibited by us, we reserve the right to (at our discretion): (a) open such Parcel for examination; (b) refuse to handle such Parcel; (c) accept such Parcel for handling provided that we shall not be responsible or liable in any way for handling of your Parcel and you shall be responsible for any additional costs we incur; and / or (d) destroy or dispose of your Parcel without liability.

We may update the list of Prohibited Items and/or our Parcel & Packaging Requirements from time to time as part of a change to these Service Terms (as described in paragraph 4).

8. Liability

Nothing in these Service Terms seeks to (or does) limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) where applicable, any breach by us of your statutory rights as a consumer to the extent required by law; or (d) any other liability which may not be limited or excluded under applicable law.

We will provide our Services with reasonable care and skill. However, we will not be liable for any loss or damage sustained by you if and to the extent that such loss or damage was:

  • caused by any unavoidable event, and/or any event with consequences which we are unable to prevent by the exercise of reasonable diligence; and/or
  • caused by third party with whom you have shared your parcel collection details, or who accessed a Locker which you opened remotely; and/or
  • caused other than by our breach or failure to comply with our statutory obligations; and/ or
  • not foreseeable to both you or us when the contract for our Services was formed; and/or
  • caused by the placement of more than one Parcel in single Locker compartment; and/or
  • caused by your use of our Services in breach of these Service Terms (including but not limited to your failure to comply with your obligations in relation to: the Parcel & Packaging Requirements, Prohibited Items, and accuracy of Parcel Information); and/or
  • caused by any negligent act or omission by you in respect of Parcel or our Services.

Where you deal with us as a consumer, nothing within these terms and conditions shall be deemed to affect your rights under the Consumer Rights Act 2015. For the avoidance of any doubt, when you deal with us as a business all implied terms are hereby fully excluded to the fullest extent legally possible.

We shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with this Agreement or the provision of our Services.

Without affecting our statutory obligation to provide our Services with reasonable care and skill, we make no specific warranties or guarantees of any kind with respect to our Services.

We always aim to meet any dates and/or times provided by us in respect of our Services though these dates/times cannot be guaranteed. However, we know that getting your Parcel in the right hands is important to you and will provide our Services within a reasonable time. We accept no liability for failure to meet our delivery targets in respect of any Parcel and the items contained therein, except where such failure is the result of our negligence or failure to exercise reasonable care and skill.

Our liability for any Parcel stolen, lost or damaged in the course of transit will be limited to the lower of: (i) the cost value of the items within that Parcel; or (ii) £20.00 GBP. You acknowledge that any Parcel containing items above this value is sent at your own risk. We also bear no liability whatsoever for Parcels which contain Prohibited Items.

You agree to compensate us for any breach by you of these Service Terms where such breach results in any loss, damage, expense or cost being incurred by us.

Where we are:(i) unable to delivery your Parcel after reasonable period despite our reasonable endeavours; or (ii) compensation has been received in respect of a Parcel which subsequently is found, we may dispose of or destroy the Parcel as we see fit without liability.

9. Right to open Lockers and inspect parcel contents

We are entitled to access your Parcel where we have reasonable justification (for example where we believe your Parcel does not comply with these Service Terms, is packaged dangerously or contains dangerous or Prohibited items, or where we are requested to do so by a governmental or regulatory authority).

Where we access your Parcel on reasonable justification, your Parcel may also be opened to allow inspection of its contents by us or by such requesting authority at any time. We are under no obligation to make good or compensate you in respect of any damage or delay thereby caused to a Parcel or its contents where that Parcel has been found to breach our Service Terms.

10. Data protection

Details of how we process personal data provided by or collected from you are set out in our Privacy Policy, the current version can be found here (

11. Breach of these service terms by you

We reserve the right (without notice) to close, suspend or freeze your Account or otherwise cease to accept Parcels from you should we reasonably suspect you of breaching these Service Terms.

12. Complaints and dispute resolution

In the first instance, where you have ordered our Service through one of our Partners, your terms and conditions with that Partner will set out the correct complaints procedure.

13. Delivery procedures and requirements

We are entitled to modify and alter the procedures by which we perform our Services from time to time, in order to improve or maintain the performance and safety of our Services. Subject to prior express written agreement between you and us we reserve absolute discretion as to the means, route and procedure to be followed in the handling, storage and transportation of Parcels.


Once an order for our Send Service is placed through the Website or App or one of our Partners, you will either (depending on your method of order) be provided with:

  • a label (which you must then print and attach to your Parcel); or
  • a QR code which will be sent to you by email and/or SMS.

Provided you have chosen the correct size requirement for your Parcel’s dimensions, you will then be able to deposit your Parcel in any Locker. Once your Parcel is successfully placed into a Locker you will be able to request a digital receipt and your Parcel will be delivered to the address specified in the Parcel Information. If a Parcel cannot be delivered to the delivery address we take all reasonable action to return the Parcel to your home address (as provided in the Parcel Information).

Where you purchase this Service from one of our Partners, the terms and conditions of that Partner shall also apply.


Once an order for our Returns Service is placed via our Returns Portal or via a Partner’s website and accepted, either the Returns Portal or Partner’s website will (depending on the Partner):

  • generate a QR code for your Parcel which will be sent to you by email and / or SMS; or
  • generate a label for you to print and attach to your Parcel.

You will then be able to deposit your Parcel in any Locker. Once your Parcel is successfully placed into a Locker you will be able to request a digital receipt and your Parcel will be returned to the Partner to whom you are making the return.

Where you purchase this Service from one of our Partners, the terms and conditions of that Partner shall also apply.


Once an order for our Collect Service has been placed through our Partner, and accepted, your Parcel will be delivered to the Point chosen by you. A QR code for your Parcel will be generated which will be sent to you by email and / or SMS. Once presented at the Point, this QR code will allow you to collect your Parcel.

Your Parcel will be available for collection for 72 hours following delivery to the specified Point. We will send you updates to remind you of its status. Where your Parcel is uncollected after 72 hours it will be returned to the Partner from whom you ordered it. You will then need to arrange alternate delivery plans with that Partner.

Where you purchase this Service from one of our Partners, the terms and conditions of that Partner shall also apply.

14. Getting in touch

If you need to get in touch with us, please do so by email ([email protected]) or by letter to our registered office address (see the top of these Service Terms).

Any notices from InPost to you will be valid if sent to your last known email address or your home address (in each case the one registered to your Account). If there is more than one such email or home address notice may be validly served to any one of such addresses.

15. Miscellaneous

Where you deal with us as a business, these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and (to the extent permitted by law) that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

We are not a common carrier and our Services revolve around delivery to and collection from our network Points around the United Kingdom. We will only provide our Services on these Service Terms.

Each of the paragraphs of these Service Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

We are entitled to perform any of our obligations under these Service Terms ourselves or through any subcontractor, agent or other third party.

We are not a party to any contract or arrangement between you and any third party in connection with you making use of our Services. We therefore cannot guarantee any obligations which you may have incurred in that contract, including those relating to delivery. You are exclusively responsible for meeting all requirements and obligations arising out of such contracts with third parties.

We may transfer our rights and obligations under these Service Terms to a third party provided that such transfer will not negatively affect your rights under these Service Terms. You may only transfer your rights or your obligations under these Service Terms to another person if we agree in writing.

Only you and In-Post shall be entitled to enforce these Service Terms. These Service Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Service Terms or otherwise.

Even if we delay in enforcing the contract formed by these Service Terms, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Service Terms, or if we delay in taking steps against you in respect of your breaking the contract formed by these Service Terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

These Service Terms, and any dispute or claim arising out of or in connection with these Service Terms and/or your use of our Services, shall be governed by English law and subject to the exclusive jurisdiction of the courts of England (except that, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland).

If you deal with us as a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.