Terms and Conditions

Classified: RMG – Internal
Royal Mail General Terms and Conditions
Who this Agreement applies to
A. Royal Mail Group Limited, a company incorporated in England and Wales (number 4138203) with its
registered address at 185 Farringdon Road, London EC1A 1AA (we, us or our); and
B. Your company or organisation (you or your).

1. Introduction
   1.1 Our Agreement with you is made up of:
   1.1.1 these general terms and conditions (General Terms);
   1.1.2 the Additional Term(s) applicable to the Products we are providing to you including the User
   Guide(s) applicable to the Products we are providing to you (you can find URL’s to the User
   Guides in Part C of Appendix B);
   1.1.3 the applicable Rate Card (if any); and/ or
   1.1.4 the Price Confirmation Letter (if any),
   which together explain our duties to each other and makes up the full understanding between us for
   each Product we agree to provide you with in connection with your account with us.
   1.2 Appendix A sets out the meaning of the capitalised terms used in this Agreement. Appendix B sets
   out the Products this Agreement applies to (together with the relevant Specific Terms). Appendix C
   sets out a compensation matrix detailing compensation which may be available for certain Products.
   1.3 This Agreement constitutes the entire agreement between us with respect to the subject matter of
   this Agreement and (to the extent permissible by law) supersedes all prior representations or oral or
   written agreements between us and you. We agree that neither of us has been induced to enter into
   this Agreement by any statement or representation not expressly documented within it.
   1.4 Except for clauses 2.5, 14.6 and 14.13 which shall always take precedence over any other term in this
   Agreement, if any of the Additional Terms contradict any of the General Terms, the term in the Additional
   Terms take precedence to the extent of that contradiction. If a term in a User Guide
   contradicts any other term in the Additional Terms, the term in the User Guide take precedence to the
   extent of that contradiction.
   1.5 Unless otherwise specified, a reference to a statutory provision or to a URL is a reference to that provision
   or URL as amended from time to time (whether before or after the start of this Agreement).
2. Providing the Products
   2.1 We will provide you with Products (and any other services as set out in this Agreement) on all Working
   Days (unless we notify you otherwise via our website (www.RoyalPost.com or substitute URL) or in
   accordance with Clause 19.2).
   2.2 We will receive your Items when you give us (and when we sign, if this applies) the relevant documentation
   described in clauses 3.6 to 3.10, or any other document that you need to provide for the Products at
   Handover. We will accept the Items once we are satisfied that the Posting and the documentation that
   comes with it are accurate and meet the terms of this Agreement. However, it is always your
   responsibility (and not ours) to ensure that the documentation meets the requirements of this
   Agreement and relevant Law. Any responsibility we may have to you for loss or damage starts when
   we receive your Items.
   2.3 If we have agreed to collect Items from you, we will collect each Posting from the Handover Point at
   the times confirmed with you, using our standard operating procedures.
   Version 16.3 (April 2025)
   2
   Classified: RMG – Internal
   2.4 We may not collect, process or deliver any Items if we consider it to be impractical or unreasonable
   to do so, including if:
   2.4.1 the address is not safe or our staff’s health and safety would be at risk in any way;
   2.4.2 there is no-one living permanently at the address we have to deliver the Item to;
   2.4.3 the address on the Item is incomplete or has not been written or printed clearly enough to
   read;
   2.4.4 we need a signature for any Item we deliver and nobody is available to sign;
   2.4.5 the Regulator has required us to do or not do something, and as a consequence we are unable
   to collect, process or deliver the Item;
   2.4.6 you have not confirmed the Handover Point with us; or
   2.4.7 to do so would not be in accordance with this Agreement (for example, the Item contains
   Prohibited Materials).
   2.5 Notwithstanding any other provision of this Agreement (including without limitation and for the
   avoidance of doubt, in any of the Additional Terms, Rate Cards and/ or Price Confirmation Letters), in
   exceptional circumstances, and/or where, in our reasonable opinion, there is a material risk to the health
   and safety of our staff, our customers or Intended Recipients, we may do one or more of the following,
   provided at all times our actions are reasonable in the circumstances:
   2.5.1 change how and when we collect, process or deliver any Items;
   2.5.2 suspend or change any Products or services, including guaranteed or target delivery times and
   service levels;
   2.5.3 suspend or change the terms that apply to claims, including the payment of refunds or
   compensation and the claims’ timescales and processes; and/or
   2.5.4 change our prices to reflect the effect of the exceptional circumstances and/or the health and
   safety issues on our costs.
   (each a Change). We will publish information relating to any such Change on our website as soon
   as practical and the Change will take effect at the date specified.
   Third Party Integrators
   2.6 If you choose to employ a third party integrator (TPI) then we strongly encourage that you select one
   of the entities listed at; https://www.RoyalPost.com/business/services/shipping/third-party-partners
   we have good and effective working relationships with each of these TPIs and this benefits both you
   and us. However, if you chose any other TPI (Non-Approved TPI) then, to the extent any failure by
   us to perform any of our obligations under this Agreement has arisen as a consequence of any act or
   omission by that Non-Approved TPI, then to the fullest extent permitted by law we exclude all liability
   that would otherwise be owed to you (and to avoid doubt we shall not be liable to you to pay any
   compensation for loss, damage or delay).
   Access to Royal Mail Premises
   2.7 Where your Staff need to access our premises to hand over Items, we will give you access in
   accordance with this Agreement. While your Staff are on our premises, you must ensure that they carry
   suitable identification and produce it on request, conform to our codes and regulations, adopt proper
   standards of behaviour, and co-operate with our employees or agents having security responsibilities.
   We may refuse your Staff admission to our premises, or require your Staff to leave our premises, at
   any time and for any reason.
   Items we cannot deliver
   2.8 Our duty is to deliver Items to the address written or printed on the Item (which may include a safeplace
   location at that address), or to an alternative address in line with clause 2.12. We are not responsible
   for delivering the Item to the person whose name is written or printed on the Item.
   2.9 Subject to clause 2.11, if we are unable to deliver an Item or an Item is refused, provided it has a Payment
   Mark on it and the return address is clear on the cover or envelope, we will return the Item to that
   address (if the return address is not clear then we will deal with the Item at our absolute discretion).
   2.10 Subject to clause 2.11, if we are unable to deliver an Item or an Item is refused and it has a Payment
   Mark on it but the return address on the cover or envelope cannot be read clearly, we may open that
   Item. We will return the Item to you or your agent if:
   2.10.1 your address is inside; and
   Version 16.3 (April 2025)
   3
   Classified: RMG – Internal
   2.10.2 the Item is not made up only of Advertising Mail Items, newspapers or magazines (and if it is,
   we may deal with the Item in any way we feel is appropriate).
   2.11 We will not return any Items if the return address is not in the UK and the item has a UK PPI.
   2.12 If we are unable to deliver an Item because it does not fit through the letter box, no-one is available
   to receive or sign for it and there is no other delivery instruction attached we may at our absolute
   discretion deliver the Item to a safeplace location at the address written or printed on the Item, or to
   a neighbour’s address, and leave a card for the Intended Recipient explaining where the Item has
   been left. If we choose not to do so, the Item has been sent using Special Delivery or we cannot find
   a neighbour or a suitable safeplace, we will take the Item back to our local premises and leave a card
   at the address. The card will give the Intended Recipient the option to have the Item delivered to that
   address later, or tell them where they can collect the Item from.
   2.13 If the Intended Recipient does not collect it or have it delivered within 18 Days, or such shorter period
   required by Law, we will deal with the Item in accordance with either clause 2.9 or 2.10 (as applicable)
   unless we are required by Law to return the Item in an alternative manner.
   2.14 If it is a requirement of the Product, we will make reasonable efforts to get a signature from the
   person receiving the Item or Items when we deliver it to the relevant address or (subject to clause
   2.12) leave it with a neighbour.
   Delivering Items to the BFPO
   2.15 We will only accept Items for handing over to BFPO if they conform to the current specification on the
   BFPO website (see https://www.gov.uk/bfpo). This may include addressing format, maximum weight
   and dimensions which may be more restrictive than those set out in this Agreement. If Items do not
   conform to the BFPO specification and are subsequently rejected by BFPO, we have no responsibility
   to return these Items. We will not scan Items for handing over to BFPO at a Delivery Office or at the
   Intended Recipient’s address or at the address of their Representative (as the case may be).
   2.16 Notwithstanding any other provision in this Agreement, confirmation of delivery is provided for BFPO
   addresses but the confirmation is only to the BFPO in Northolt. We cannot give any target time for
   delivery for Items we accept for handing over to BFPO.
3. Your duties
   3.1 You agree to:
   3.1.1 carry out your duties under this Agreement (to avoid doubt, including those set out in any
   User Guide which is a legally binding document forming part of this Agreement);
   3.1.2 allow us and each of our employees, contractors and agents to enter your premises safely to
   provide the Products, and pay us for any costs (including legal costs) expenses, claims, losses,
   damages and awards we have to pay if you do not; and
   3.1.3 give us the minimum mail volumes or spend level for each Product, as set out in the Additional
   Terms.
   Forecasting – your Posting plans and what you need to tell us
   3.2 You must meet all requirements relating to forecasting as set out in the relevant User Guide(s) and, if
   you fail to then you will be in breach of this Agreement.
   3.3 You must notify us at least 4 weeks before the date of Posting if you want to send an Exceptional Posting.
   If we receive such notice then we shall use reasonable endeavours to perform our obligations in
   accordance with this Agreement in relation to such Exceptional Posting. If despite having used such
   reasonable endeavours we are unable to meet any of our obligations then we shall not be liable to
   you.
   How your Items should be presented
   3.4 In each Posting, you must:
   3.4.1 only include Items you want us to handle under the Specific Terms for that individual Product
   and you must not mix together Items to be dealt with under different Specific Terms;
   3.4.2 present Items in line with the applicable Additional Terms (including but not limited to the
   applicable User Guide(s) and the Surcharges help page –
   https://www.RoyalPost.com/business/mail/surcharge-help)
   Version 16.3 (April 2025)
   4
   Classified: RMG – Internal
   3.4.3 ensure the outside of each Item bears a clear, complete and accurate address, including a
   postcode; and
   3.4.4 provide all bundling materials, such as rubber bands, strapping and bundling ties.
   3.5 If you or your agent hand over a Posting after the Latest Posting Time, we will aim but do not
   guarantee to process that Posting as if we had received it by the Latest Posting Time, depending on
   any conditions we believe are reasonable. For all other purposes, we will consider that Posting to have
   been made on the following Working Day and all the documents that come with that Posting should
   show (or we may amend to show) the following Working Day.
   Documentation
   3.6 You must make sure that each Posting of Sorted Items comes with:
   3.6.1 a Customer Collection Receipt at each Handover and at least one paper copy of a Confirmed
   Sales Order; or
   3.6.2 an Electronic Confirmation Receipt (ECR) that Working Day (or, if there is a failure of a system
   or internet provider, the order number provided by us and presented with the Handover on your
   headed paper, for customers sending a Mailmark Item who are on autobilling; or
   3.6.3 a paper copy of the Sales Order Summary generated by the applicable Shipping Solution for
   customers using a Shipping Solution.
   3.7 For all other Products, each Handover must come with;
   3.7.1 a Customer Collection Receipt; or
   3.7.2 a paper copy of a Confirmed Sales Order (or, if there is a system or internet provider failure,
   the order number provided by us and presented with the Handover on your headed paper); or
   3.7.3 an ECR, with at least one paper copy of a Confirmed Sales Order each Working Day, for
   customers sending a Mailmark Item who are on autobilling; or
   3.7.4 a paper copy of the Sales Order Summary generated by the applicable Shipping Solution for
   customers using a Shipping Solution.
   3.8 We do not have to accept any Posting that does not come with the required documentation set out in
   this Agreement, save where otherwise agreed in writing between you and us in advance.
   3.9 If you are handing over a number of Postings or combining Postings, you must provide a paper copy
   of a Confirmed Sales Order or, for customers sending a Mailmark Item who are on autobilling, an ECR
   for each account on the final Handover for that Posting on each Working Day.
   3.10 You must make sure you fill in each Confirmed Sales Order and Pre-Advice clearly and accurately to allow
   us to accurately calculate the Postage due. Any differences between the information shown on the
   Confirmed Sales Order and the actual Posting may lead to a delay in handling your Items. We may try
   to contact you to correct any differences but, if not, we have the right to adjust the Confirmed Sales
   Order or eManifest to show the full value of Postings made or to do any of the things described in clause
   15.
   Contents of Items
   3.11 You must make sure that the contents of Items do not breach the CAP Code. If the Advertising
   Standards Authority (or any replacement body) accepts any complaint relating to you breaching the CAP
   Code seriously or persistently, we may end this Agreement in line with clause 16 or withhold or take back
   from you the Discount for the Posting.
   3.12 You must ensure that the contents of any Items are not offensive, indecent or threatening, do not
   contain any Valuables (unless allowed in the Additional Terms) and that they meet all relevant Laws.
   3.13 You must make every effort to apply the latest version of the Mailing Preference Service’s Suppression
   File to all consumer prospect lists. You can get this file from the Mailing Preference Service, DMA
   House, 70 Margaret Street, London W1W 8SS.
   3.14 You must always use the latest version of the Databases for each Product, where this applies, as set
   out in the Additional Terms. We will notify you what the latest version is. You may lose a Discount if
   you do not use the latest Database.
   3.15 We will bear no responsibility or liability to you (including for any delays in delivery) if you fail to
   comply with clauses 3.11 to 3.14.
   Version 16.3 (April 2025)
   5
   Classified: RMG – Internal
   Restricted and Prohibited Materials and Sanctions Laws
   3.16 You must comply with any prohibitions, restrictions or specific requirements in the UK and the
   destination country for international deliveries. You are responsible for checking whether an Item is
   prohibited, restricted or subject to Sanctions Laws. You must check the list of Prohibited Materials and
   Restricted Materials (and any applicable restrictions) prior to posting any Item.
   3.17 You must not post Prohibited Material or what we deem to be Prohibited Material and you may be liable
   to prosecution if you do so.
   3.18 You are not permitted to send (and therefore the arrangement between Royal Mail and you does not
   cover the delivery of) any Items which, by law, may only be delivered to a person over the age of 18
   (which may include but not limited to Prohibited Bladed Items and Restricted Bladed Items) unless: (i)
   the Item is destined for international delivery and such Item complies with any prohibitions, restrictions
   or specific requirements in the destination country, or (ii) the Item is not a Prohibited Bladed Item and
   is being returned by the Intended Recipient using Royal Mail Tracked Returns® 24, or Royal Mail Tracked
   Returns® 48 to the retailer business address, or (iii) for Items destined for UK delivery that are not
   Prohibited Bladed Items, you apply to receive the Age Verification Service, and you adhere to the Age
   Verification T&Cs (see: https://www.RoyalPost.com/terms-and-conditions).The Age Verification Service
   will only be available to you following our acceptance of your request to receive this service. If there
   is any conflict or inconsistency between these General Terms, the Specific Terms and the Age
   Verification terms and conditions, then the Age Verification terms and conditions shall prevail.
   3.19 You may only post Restricted Materials if the relevant Additional Terms expressly permit you to do so.
   A summary of these permissions is as follows:
   Relevant Products Permission to send Restricted Materials
   Parcel Products Only the following Products can be used to post Restricted Materials: Special
   Delivery Guaranteed by 9am, Special Delivery Guaranteed by 1pm, Special
   Delivery Guaranteed, Royal Mail Tracked 24, Royal Mail Tracked 48, Royal Mail
   Tracked Returns 24, Royal Mail Tracked Returns 48 and Special Delivery
   Guaranteed Returns.
   *Note: ONLY the Parcel
   Products as listed in the
   next row
   International Products Only as expressly permitted under the Specific Terms for International.
   Marketing Products You may not send any Restricted Materials using Marketing Products.
   All other Products to Only if you are expressly permitted to do so underthe relevant Additional Terms.
   which these General
   Terms apply
   Provided that the Additional Terms give express permission to post Restricted Materials then you must
   also comply with the restrictions and requirements set out on
   www.RoyalPost.com/restrictedgoods/business (Restricted Guide). If there is any conflict or
   inconsistency between these General Terms and the Restricted Guide, then the Restricted Guide shall
   prevail.
   3.20 You must make sure that any Items you wish us to handle and deliver are not prohibited under
   applicable Sanctions Laws. Information about sanctions can be found on our website at
   www.RoyalPost.com/international-sanctions (the information listed here does not constitute legal
   advice and we accept no liability in relation to this information). If your Items need a licence under
   applicable Sanctions Laws it is your responsibility to obtain it and (if we ask for it) you must provide us
   with acceptable evidence that you have it.
   3.21 By engaging Us, you understand that it is Your responsibility to ensure and you expressly warrant that;
   i. No Item shall include, to any extent, any Restricted Materials or Prohibited Materials or any goods
   which are subject to any form of Sanctions, including goods which appear on any applicable list of
   restricted or prohibited goods as shall be determined by any applicable Sanctions and Trade Controls
   Authority save as provided for in these General Terms;
   ii. No Products or services performed on your behalf by Us, including receipt, transit and delivery of
   any Items to the Intended Recipient will entail dealing with any funds or economic resources owned,
   held or controlled by any person, entity or body which has been designated as subject to any
   Sanctions determined, implemented, administered or enforced by any applicable Sanctions and
   Trade Controls Authority;
   Version 16.3 (April 2025)
   6
   Classified: RMG – Internal
   iii. No Products or services performed on your behalf by Us, including receipt, transit and delivery of
   any Items to the Intended Recipient will result in any funds or economic resources being made
   available directly or indirectly to or for the benefit of any person, entity or body which has been
   designated as subject to any Sanctions determined, implemented, administered or enforced by any
   applicable Sanctions and Trade Controls Authority;
   iv. No Products or Services performed on your behalf by Us, including receipt, transit and delivery of
   any Items to the Intended Recipient will require Us to participate or deal in any way with any person,
   entity or body which has been designated by any applicable Sanctions and Trade Controls Authority
   as having had its export, reexport or any form of trade privileges revoked in a way which would
   constitute a breach of such revocation;
   v. No Products or services performed on your behalf by Us, including receipt, transit and delivery of
   any Items to the Intended Recipient will require Us to participate or deal in any way with any person,
   entity or body which is resident, domiciled or located in, incorporated or organised under the laws
   of a country or territory which is subject to any Sanctions which have the effect of limiting or
   preventing all transactions or trade with that country or territory in a way which would constitute a
   breach of the same.
   vi. No Product or services performed on Your behalf by Us, including receipt, transit and delivery to
   the Intended Recipient will contravene any Sanctions set forth from time to time by any applicable
   Sanctions and Trade Controls Authority;
   vii. None of the Products or services You ask Us to perform include or relate to any Items destined for
   an end use subject to Trade Controls including, but not limited to, military, nuclear, and weapons of
   mass destruction related end uses; and
   viii. To the extent applicable to any Product, service or Items, You have complied with all applicable
   Trade Controls, including, but not limited to, export and import controls, customs, laws and
   regulations, requirements and restrictions relating to the import, export or transfer of goods,
   including any applicable licensing regimes.
   3.22 Without prejudice to the requirements of this Clause 3 and any Additional Terms You agree to provide
   Us immediately on request any information that may be requested about the nature of any Item(s)
   handled on your behalf and its intended use, as well as the identities of all parties of which You are
   aware and or which You are in a position to obtain from any third party which has any legal, financial or
   commercial interest in the shipment of the Item, whether directly or indirectly. This includes, without
   limitation, any additional material relating to the legality and permission of the Item, including copies of
   any applicable licences or confirmation that no licence is required or that alternatively, certain actions,
   goods, Items or services may be covered by a general licence. We may also request from You any other
   information or documents which may reasonably be requested for the purposes of Sanctions or Trade
   Controls compliance.
   3.23 If You know or suspect that the items you wish us to handle or deliver are subject to Trade Controls or
   Sanctions or that any of the services you ask Us to perform may constitute a breach of Sanctions or
   Trade Controls but that they are covered by any form of licence or permission, it is your responsibility to
   ensure that the relevant licence covers each and every aspect of the Items and/or services. We may
   charge a fee for handling and processing such Items. The fee reflects the additional costs of our handling
   such Items and details of the fees payable and applicable information requirements can be found on our
   website International sanctions │ Royal Mail Group Ltd . We will bear no responsibility in the event that you
   or your agents send an item without the required licence or with the wrong licence required under
   Sanctions or Trade Controls.
   3.24 We reserve the right to refuse, decline any Item or to refuse to fulfil any previously agreed Product or
   services which in Our judgement may expose Us to any potential, threatened or actual litigation,
   arbitration, settlement or other proceedings or investigation, inquiry or enforcement action (including
   the imposition of criminal and/or civil fines and/or penalties) by any Sanctions and Trade Controls
   Authority in each case relating to or in connection with, any actual or alleged contravention of any
   Sanctions Laws.
   3.25 You understand that by reason of the content of the Item, the destination of the Item, the Intended
   Recipient of the Item or the end user of the content of the Item, or sender of the Item, the Item may
   be subject to export, re-export, import, or other restrictions under the laws of the country of
   manufacture, the country of the supplier, and the country in which You resides. You, on behalf of
   yourself, and where applicable your subsidiaries and affiliates, warrant and agree to comply with and
   observe all applicable Trade Controls, including all applicable export control laws (in particular, but not
   limited to, the UK Strategic Export Control Lists, United States International Traffic in Arms Regulations
   Version 16.3 (April 2025)
   7
   Classified: RMG – Internal
   (ITAR) and US Export Administration Regulations (EAR)/Commerce Control List) as published from time
   to time).
   3.26 You shall ensure that all Items will be used directly or indirectly, sold, re-exported or incorporated into
   products solely for civil/commercial end use and will not contain any dual-use or military goods.
   3.27 You and where applicable, your subsidiaries and affiliates, will indemnify and keep indemnified: us, our
   employees, sub-contractors, insurers and agents against any loss or damage suffered and/or costs
   and/or liability incurred (including any fines imposed upon us) as a result of you: (i) posting Prohibited
   Materials, (ii) not complying with your responsibilities set out in clauses 3.11 to 3.31 (inclusive), and/or
   (iii) not complying with Sanctions Laws. For the avoidance of any doubt, this clause also applies to any
   Return Items posted.
   3.28 If we have reasonable suspicion that an Item contains Prohibited Materials, Restricted Materials which
   do not comply with this Agreement or does not comply with Sanctions Laws we may:
   3.28.1 open that Item and/or delay processing and delivery; and/or
   3.28.2 inspect any Item and, in particular, be entitled to access any data or information contained in
   any electronic storage medium relating to any Items. We shall take reasonable care in examining the
   Item(s) but shall not be responsible or liable for any delay or damage caused as a result of any
   inspection; and/or
   3.28.3 deal with such Item in our absolute discretion (without incurring any liability whatsoever to you,
   your Intended Recipient or any third party) including destroying or otherwise disposing of such Item in
   whole or in part, or returning the relevant Item to you.
   If we take one or all of the actions described in this clause, we are entitled to charge you the cost of
   disposal and/or destruction, the standard Postage price and all other costs reasonably incurred by us.
   3.29 We may, acting reasonably, add or remove items to/from the list of Prohibited Materials and/or
   Restricted Materials (and vary any applicable restrictions) without notice, but will endeavour to make
   such additions, deletions or variations available on our website.
   3.30 You must not send liquids with a volume over one litre to international destinations. If you send liquids
   over this volume threshold, or other Items that are not acceptable for air transport to domestic
   destinations they will be diverted to road transport and there may be delays in delivery as a result of
   this in which case we will not be liable to you for such delays.
   3.31 We will bear no responsibility (including for any delays in delivery) in the event that you fail to comply
   with your responsibilities set out in clauses 3.11 to 3.31.
   Reselling
   3.32 You must not resell (or allow anyone to resell) to consumers and small business end users, through
   physical premises such as shops or websites offering drop-off locations, any Products covered by this
   Agreement, without first getting our permission in writing. We are entitled to withhold this permission
   and before we grant it we may set any conditions we feel are necessary.
   Mail Consumables
   3.33 You must use Mail Consumables solely in connection with your use of the Products and your sending
   of Items through our network. In addition, you must only order and use Mail Consumables as prescribed
   at Table 1 available at www.RoyalPost.com/mailsupplies (or substitute URL). In addition to any other
   rights we have, if you fail to comply with this clause: (1) you agree to indemnify and hold us and our
   group companies harmless from any Liabilities arising out of or in connection with such failure; and (2)
   we shall be entitled to immediately suspend or terminate your access to Mail Consumables.
4. Tracking your Items
   4.1 We may from time to time at our absolute discretion, provide you with status information (which belongs
   to us) regarding Items which you send using our Tracked Products solely for the purpose of tracking your
   Items. We will not be responsible or have any liability to you, for the accuracy of any such status
   information. We will only be able to provide this service if you give us Pre-Advice which is complete and
   accurate. We may withdraw this service at any time for any reason at immediate notice.
   Version 16.3 (April 2025)
   8
   Classified: RMG – Internal
   Scam Mail
   4.2 You must not send Items which contain scam mail or any other similar material, including but not limited
   to Items or mail sent in furtherance of a fraudulent or criminal act, or which in our reasonable opinion is
   intended to deceive the recipient into parting with money or other assets. For the avoidance of doubt
   and notwithstanding anything else herein, if we have a reasonable suspicion that an Item contains
   material that we consider to be scam mail or any other similar material, we may open that Item, delay
   processing, refuse delivery and/or return the Items to you, at your expense.
   4.3 In addition to our rights set out in clause 4.2, we may also inform third parties of our concerns in relation
   to the Items you have sent, including the identity of the apparent sender and what action we have taken.
5. Postings and Posting Profile
   5.1 we will sample Postings to check the average size and/or weight and volume of the Items you post and
   may adjust the Charges based on our findings.
   5.2 Where we have an agreed Posting profile with you:
   5.2.1 We may, on giving you not less than 2 Days’ notice, carry out a Site Inspection to assess your
   Posting profile and to check the average size, weight or volume of Items that you post.
   5.2.2 If we establish that you despatch Items which do not meet the agreed average size or weight
   or volume of Items, or any other agreed Posting profile criteria set out in the Price Confirmation
   Letter or elsewhere, or if any information which you provide us with leads us to reasonably
   believe that it will cost us more to deliver your Items, we may vary the Charges on not less than
   30 Days’ notice in writing. We will not reduce your Charges during any review or sampling
   process.
   5.3 You must pay any Charges you owe us as a result of adjustments under this clause 5 in accordance
   with clause 7.
6. Your Account
   6.1 We will issue you with either a credit account or a reducing customer balance account to pay for the
   Products. Such account will terminate on the termination or expiry of this Agreement.
   Credit Account
   6.2 We may through a credit account allow you to pay Postage after we have provided the Products to
   you. We will not provide Products to you until you have an account number and access to ordering
   facilities.
   6.3 We will assess whether you are eligible for credit in line with our standard procedures. If you are we
   will set up a credit account for you and give you an account number.
   6.4 You must comply with all terms that relate to your credit account, including the credit limit we place
   on your credit account and our standard credit policy terms which can be found at
   http://www.RoyalPost.com/royal-mail-credit-policy-2008 and any other terms that we tell you. If you
   are part of a group of companies, we will treat each separate legal entity within your group individually
   for the purpose of determining a credit limit. We may at any time elect to reduce or cancel any credit
   which we provide you if we become aware of any event which has or is likely to have a negative effect
   on your creditworthiness (including but not limited to: if you enter into a CVA, any credit insurer reduces
   or cancels its credit with you, adverse publicity regarding your financial situation or an adverse credit
   agency report).
   6.5 We will monitor and record your payment performance, and we may make such records available to any
   credit referencing agency who may share that information with other businesses in assessing
   applications for credit and in fraud prevention.
   Reducing Customer Balance Account
   Version 16.3 (April 2025)
   9
   Classified: RMG – Internal
   6.6 A reducing customer balance account is a prepayment facility. You will pre-pay amounts into this account
   to maintain a credit balance, which will be used against the Postage you incur for the Products. You must
   ensure that the balance on your account is sufficient at all times to settle 6 weeks’ anticipated Postings
   and we may suspend your access to any Product without notice if the funds in your account fall below
   the agreed level.
   Methods of Settlement
   6.7 You can settle your account by Direct Debit, BACS/CHAPS or company cheque. Payment in cash or by
   credit card or debit card will be accepted at our absolute discretion. All payments shall be made in full
   in pounds sterling. You are responsible for any bank or other charges, which you incur as part of your
   payment to us.
7. Charges
   7.1 The Charges shall be set out in the Price Confirmation Letter and/ or the Rate Card (as applicable)
   which we provide to you as you enter into this Agreement or as may have been updated from time to
   time.
   7.2 You agree to pay the Charges for the Products you use and any Surcharges which apply. If you do
   not adhere to the Product specifications as set out in the applicable User Guide then we may switch
   you to a different Product which is appropriate to your actual Postings. In addition, and without
   prejudice to clauses 7.3 or 7.4, we may vary the Charges on giving you a minimum of 30 Days’ notice
   in writing and vary or add any Surcharges on giving you a minimum of 30 Days’ notice in accordance
   with clause 19.6.
   7.3 Notwithstanding any other provision of this Agreement, if at any time we are required by Law to
   vary the Charges or Surcharges then we will do so in which case we will publish such changes on
   our website (http://www.RoyalPost.com) and use reasonable endeavours to give you written notice
   as soon as possible. This includes any increase in our Charges or Surcharges following a required
   increase in our prices as a result of a change of Law. A variation to Charges or Surcharges in these
   circumstances will have effect on the date we deem appropriate (including immediately, if
   appropriate).
   7.4 If you do not post any Items within 60 Days of this Agreement, we will recalculate the Initial Charges
   set out in the Price Confirmation Letter and/ or Rate Card (as applicable) by applying the prevailing tariff
   when you first post.
   7.5 Extra collections may be agreed between you and us for an additional charge (to be agreed before we
   make any extra collections) based on the actual costs incurred by us in making such extra collections.
   7.6 You must pay all invoices in full within 30 Days of the date of the invoice, unless we agree otherwise.
   7.7 We will send you invoices (to the address you give us for this purpose) for the Products each week
   or, if any Product requires payment of a fee on a fixed or subscription basis, 30 Days before the
   anniversary or renewal date of that Product. We may terminate the provision of that Product to you if
   we have not received payment by that renewal date. We may require you to pre-pay for Products.
   7.8 You should keep copies of all invoices. We may charge you an administration fee if you request
   duplicate copies. If you have an OBA you can view your invoices at www.RoyalPost.com/oba.
   7.9 If you think we have made a mistake in the amount of an invoice you must, within 30 Days of the
   date of the invoice, notify us, and give us all relevant information to support your claim. If we agree
   with you, we will make an adjustment to your invoice as necessary.
   7.10 Unless otherwise stated, all Charges and Surcharges are stated excluding VAT. You must pay any VAT
   due on the Charges and Surcharges, which will be added to your invoice at the then current rate.
   7.11 If you do not pay us (or we have a good reason for believing you will not pay us) in accordance with
   this clause 7, we will be entitled to:
   7.11.1 stop carrying out our duties under this Agreement without having responsibility to you, as
   long as we have first given you reasonable notice that we plan to do so;
   7.11.2 charge you daily interest on all amounts you do not pay from the date they are due until we
   receive the payment in full, plus a late payment fee, plus recovery of reasonable costs
   incurred in recovering the debt (each in accordance with relevant government guidelines).
   The interest will be the rate specified in accordance with the Late Payment of Commercial
   Debts (Interest) Act (being a yearly rate equal to 8% above the base lending rate of the
   Bank of England (as may be updated from time to time)); and/or
   7.11.3 in addition to our other rights, offset any amount we owe you under this Agreement against
   any amounts you owe us. We will offset amounts against the oldest unpaid invoice first.
   7.12 If we stop providing any Product, we will notify you what you need to do before we can start providing
   that Product again.
   Version 16.3 (April 2025)
   10
   Classified: RMG – Internal
   7.13 If you do not pay an invoice, we may ask a debt-collection agency to collect the payment on our
   behalf. If we do this, you must pay us an extra amount. This will not be more than the reasonable
   costs we have to pay to the agency, who will add the amount to your debt on our behalf. This term
   applies even if this Agreement has ended.
   7.14 If we are entitled to charge you an additional amount in relation to any of the Products and you have
   provided your debit or credit card details to us, we may choose to take such additional amount from
   such debit or credit card and you consent to us doing so.
   7.15 If as a result of pre-advice or any other communication you make to us, we provide capacity or
   resources which exceeds the amount of capacity or resources which we normally provide to you (e.g.
   we provide additional delivery trucks) and any such additional capacity and/or resources is not fully
   used in those circumstances then, if we decide (at our absolute discretion), we may invoice you for
   any costs which we have incurred as a result of providing such unused capacity and/or resources in
   which case you must make full payment of such invoice within 30 Days.
8. Personal data
   8.1 Consistent with the guidance from the Information Commissioner’s Office; “Howdoyoudetermine
   whetheryouareacontrollerorprocessor?”, we are Data Controller of the Personal Data we Process in
   providing Products to you.
   8.2 Where you supply Personal Data to us so we can provide Products to you, and we Process that Personal
   Data in the course of providing Products to you, you and we will comply with our obligations imposed by
   the Data Protection Legislation. Further information about how we use Personal Data is set out in our
   Privacy Policy at http://www.RoyalPost.com/privacy-policy.
   8.3 From time to time we may be obliged by our Regulator to provide it with certain information about
   you, including your name and address.
   8.4 If during the course of delivering the services we supply you with any Personal Data you will: (i) only
   use such data for the purpose for which it was disclosed and (ii) unless where disclosure is required
   by law, keep such data confidential and not disclose such data to any third party without our prior
   written agreement.
9. PPI Licence
   9.1 We grant you a non-exclusive right to use PPIs (which shall terminate immediately upon termination
   of this Agreement) strictly in accordance with this clause 9 and the other terms of this Agreement.
   9.2 You must comply strictly with the Design Notes and any other requirements regarding the use of PPIs
   existing from time to time. Without limiting the above, you may only use a PPI if you:
   9.2.1 reproduce the PPI only in the form as generated by the artwork generator website
   http://www.RoyalPost.com/produce-ppi or the PPI which we have specifically provided to
   you;
   9.2.2 have first been assigned a PPI licence number and incorporate that PPI licence number into
   the PPI and do not make any amendment, modification, alteration, or reformatting except
   with the prior written approval of Royal Mail;
   9.2.3 ensure that any PPI used does not contain any date reference;
   9.2.4 have an active and fully paid up account, have an OBA and use one of the Products; and
   9.2.5 inform us immediately if your contact details change.
   9.3 A PPI indicates that Postage is payable to Royal Mail. You must pay Postage on Items sent which
   display the PPI at the appropriate Postage rate for Items of the size, weight and class of the Items sent,
   at the time of Posting or the Postage payable under the Price Confirmation and/ or the Rate Card. Under
   no circumstances may you use a PPI without submitting to us a correctly completed Confirmed
   Sales Order from OBA, and paying the correct Postage to us. You must not use the PPI on any letters,
   large letters or packets or other items to be collected, conveyed or delivered by a third party.
10. Intellectual Property
    10.1 You may not use our Intellectual Property except as expressly permitted in this Agreement and subject
    to any conditions we feel are necessary. You must not use any other marks or other get up which may
    be associated with or are confusingly similar to those used by us.
    10.2 All right, title and interest in and to our Intellectual Property belongs, and always will belong, to us or
    any member of our group companies.
    10.3 You must not license, assign or register (or attempt any of those acts) in any country our Intellectual
    Property or our Property or any trade marks, designs, domain names, trading names or business
    names that are similar to any of the ones we own. You must not license, assign, register or use (or
    Version 16.3 (April 2025)
    11
    Classified: RMG – Internal
    attempt any of those acts) product and service names, logos, trade marks, designs or domain names
    if they are in a form which is likely to cause confusion or affect the distinctive character of our
    Intellectual Property.
    10.4 You must not portray any imagery or words related to Royal Mail in any way which would or may bring
    Royal Mail into disrepute. You must comply with Royal Mail’s policies and guidelines relating to the use
    of the PPI and payment of Postage. You must not do or suffer to be done anything which may
    adversely affect the distinctiveness of the PPI or the rights of Royal Mail in and to the PPI or which might
    reduce their value.
    10.5 You must ensure that any reproduction of Royal Mail Intellectual Property is accurate and of high quality.
    Material approved by us must not be changed by you without our prior written consent.
    10.6 You undertake that no statements or claims in any form will be included on any material that indicate
    that we, or any member of our group companies has approved or recommended any other goods or
    services offered by you and/or any of your agents.
    10.7 This Agreement does not and will not operate to grant you any rights (including without limitation any
    right to goodwill) in respect of the PPI (except as explicitly provided for under clause 9) or any other
    Intellectual Property we own. If you wish to use any of our Intellectual Property you must first seek
    our consent to which we may attach such conditions as we see fit.
    10.8 Irrespective of your compliance with this clause 10 any goodwill arising from your use of our
    Intellectual Property will automatically accrue to us, and you must, at your own expense, sign a
    confirmatory assignment of such goodwill if we ask you to do so.
11. Confidentiality
    11.1 You and we will treat the terms of this Agreement as confidential and will not share any of its contents
    with another person without the other’s written consent, with the following exceptions:
    11.1.1 we may disclose such information to our Associated Parties who need to know that information
    for the purposes of us exercising our rights or carrying out our obligations in connection with
    this Agreement, provided that where we make such a disclosure we require the Associated
    Party to maintain the confidentiality of the information; and
    11.1.2 we may disclose such information as required by Law (including the requirement of any
    securities exchange).
12. Our Property
    12.1 From time to time we may provide you with Property which we think appropriate. You must use only our
    Property to carry out your duties under this Agreement.
    12.2 The Property will continue to belong to us and we may inspect it at any time whether on your premises
    or those of your agent. You or your agent must keep the Property in a secure location, in good
    condition and use it only for the final preparation of the Items, and transporting and handing them to
    us, for us to handle under this Agreement. You must not let anyone else use the Property.
    12.3 We may give you notice to return all or any of our Property:
    12.3.1 immediately if you do not comply with clauses 12.1 or 12.2 or we feel that the Property is
    no longer necessary for you to carry out your duties under this Agreement; or
    12.3.2 for any reason on at least two weeks’ notice.
    12.4 You must return any Property as soon as possible and in any case within seven Days of receiving our
    written request or the Agreement ending.
    12.5 If for any reason you or your agent do not return any items of Property in accordance with this clause
    12, or any of the Property returned is damaged (not including fair wear and tear), you must pay us
    the cost (including VAT) of replacing or repairing that Property. If we give you an invoice for these costs
    you must pay that invoice within 14 Days of receiving it. You must return all items of damaged Property
    to us.
    12.6 If we are not able for any reason to supply you with enough Property, you can still make postings, as
    long as you meet the other terms of this Agreement which are not affected by us failing to supply the
    Property. Alternatively you may supply your own property, provided it complies with any standards
    and safety requirements which we may specify from time to time.
13. Matters beyond our reasonable control
    13.1 Sometimes we may not be able to provide the Products or we may need to change how we provide
    the Products because of something beyond our reasonable control. The following events and
    Version 16.3 (April 2025)
    12
    Classified: RMG – Internal
    circumstances will be deemed beyond our reasonable control: war, acts of terrorism, extreme weather
    conditions, earthquakes, fire, floods, traffic congestion, mechanical breakdown (including of machinery,
    equipment, and vehicles), any public or private road being blocked, industrial action (including by our
    workforce), epidemic, pandemic, governmental actions and any other event or circumstances beyond
    our reasonable control whether similar or dissimilar to any of the foregoing.
    13.2 If any of the events described in clause 13.1 happen, we will not be liable at all to you for any breach
    of this Agreement or otherwise liable for any failure or delay in the performance of our obligations under
    the Agreement.
    13.3 We will try to notify you promptly about any event which affects our ability to provide the Products
    and we will try to resume our obligations as soon as reasonably possible.
    13.4 If we are not able to carry out our duties fully for more than 4 weeks in a row, you can end this
    Agreement by giving us notice.
14. Our responsibility to you
    14.1 Our liability to you is only as expressly set out in these General Terms and the Additional Terms.
    14.2 Unless stated otherwise in the Additional Terms, you must make a claim for loss or damage in writing, as
    soon as possible after the incident and in any case within 80 Days of the date we accepted the
    relevant Item (or 14 Days if you have consequential loss compensation) providing satisfactory proof
    that you posted it and we received it. We will not accept responsibility for claims made after this time.
    14.3 We offer compensation for loss or damage to items only in relation to Products listed in Appendix C
    (Compensation Matrix) up to and in accordance with the compensation limits and compensation
    requirements relevant to each Product as set out in that matrix.
    14.4 We do not offer compensation for loss or damage to Items in relation to any Products which are not
    listed in Appendix C (Compensation Matrix).
    14.5 We will have no liability (including for refusing to collect, accept, process or deliver Items) in respect
    of any Items which do not comply with this Agreement or where you have not complied with your
    obligations under this Agreement.
    14.6 Notwithstanding any other provision of this Agreement but subject to clause 14.13, where we have made a
    Change under clause 2.5, we will not consider claims (including for refunds or compensation and will
    have no liability to you for such claims), which relate to the Change itself. For the avoidance of doubt
    this will not affect any claims that you may otherwise have under the Agreement which do not arise
    directly from the Change, for example for loss or damage to items.
    14.7 We will not be responsible for any Items you post under this Agreement once we have delivered them
    to a foreign postal service which delivers post in that country where such postal service is not a
    member of our group.
    14.8 We will not pay you compensation if we deliver Items late unless you have sent the Items by a Product
    which specifically includes compensation for delay.
    14.9 Subject to clause 14.12, we will not be responsible to you in any circumstances for:
    14.9.1 loss of profit, loss of business, loss of goodwill or loss of business opportunity; or
    14.9.2 any type of special or indirect loss; or
    14.9.3 any loss as a result of something else happening, as a consequence of the loss, damage or
    delay to your Item.
    14.10 We will make any compensation payments by crediting your account with us or, if your account has been
    closed, by cheque within 30 Days of the date when we agree your claim is valid.
    14.11 We will only keep detailed records of your Items and of us delivering your Items if the relevant
    Additional Terms expressly state this service is provided in relation to a particular Product and, in all
    other circumstances, we will not keep detailed records of you posting, or us delivering, the Item.
    14.12 We may be required to carry out security checks of Items. This may involve X-ray screening,
    decompression and/or in exceptional circumstances, the opening of an Item which fails any of the
    security checks. We will have no liability to you for any losses or claims resulting from any loss, damage
    or delay to your Items as a result of carrying out the security checks even if such loss, delay or damage
    arises from our negligence.
    14.13 Notwithstanding any other provision of this Agreement, we accept unlimited responsibility for personal
    injury or death caused by our negligence, or for any losses which are caused by our fraud or fraudulent
    misrepresentation.
    14.14 We will not be liable for any Item if you, the owner of the Item or anyone acting on their behalf have
    been fraudulent or dishonest in any way in respect of that Item. We will not be liable for any Item where
    any person misrepresents their authority to receive an Item on the Intended Recipient’s behalf
    or on your behalf even if such loss, delay or damage arises from our negligence.
    Version 16.3 (April 2025)
    13
    Classified: RMG – Internal
    14.15 Regardless of any other term in this Agreement, but subject to clause 14.3 and 14.13, our total
    combined aggregate liability to you in any Contract Year under and/or in connection with this Agreement
    whether in contract, tort (including negligence), misrepresentation, restitution, for breach of statutory
    duty will under no circumstances exceed: (1) in respect of loss of or damage to any Item: the amount of
    postage paid for the affected Item; and (2) in respect of any other liability: the amount of Charges you
    have paid and are payable in that Contract Year in respect of the applicable Product.
15. If you fail to carry out your duties or you breach this Agreement
    15.1 If we find that you have not carried out any of your duties or you have breached any term of this
    Agreement (including giving us the wrong details about the Posting), we may contact you or your
    agent to decide what action we will take. We may, in addition take any of the following actions:
    15.1.1 hold the Items until you give us complete and accurate documentation and you pay any
    outstanding sums due from you to us;
    15.1.2 rework the Items or return the Items to you for you to rework at your own cost (in each
    case we may charge you extra amounts to cover our costs) or requiring you to collect them
    and rework them at your own cost;
    15.1.3 deliver the Items using the most suitable alternative Product, in which case the Postage,
    fees and conditions of that Product will apply;
    15.1.4 collect, accept or process your Posting in full at a later date than the Day of the Handover;
    15.1.5 charge you for any operational and administrative costs, expenses, claims, or any other costs
    incurred by us as a result of your non-compliance with this Agreement;
    15.1.6 refuse to collect, receive, accept, process or deliver the Posting;
    15.1.7 imposing additional restrictions on you including, but not limited to restricting the locations
    that we will receive your Items; and/or
    15.1.8 end this Agreement immediately upon providing notice to you.
    15.2 If we try to return your Items to you in accordance with 15.1.2 and you or your agent refuses to
    accept any return of the Items and/or collect them as required, we may hold the Items for up to 14
    Days, following which we may deal with the Items in our absolute discretion.
16. Ending or suspending the Agreement
    16.1 We can end this Agreement or stop providing any one or more of the Products by giving you at least
    30 days’ notice. You can end this Agreement by giving us at least 30 days’ notice.
    16.2 We can end this Agreement or stop providing any of the Products immediately if, in our reasonable
    opinion, you:
    16.2.1 use any Product in a way that breaks any Law that applies;
    16.2.2 use any Product fraudulently or in connection with a criminal offence;
    16.2.3 are in breach of clause 3.17, clause 9 or clause 10;
    16.2.4 do anything which damages or may damage our reputation or business or that of our group
    companies.
    16.3 We can end this Agreement immediately, without notice, if you do not use any Products under this
    Agreement for a period of 3 months or more.
    16.4 Notwithstanding any other provision of this Agreement, we can suspend your access to a Product
    immediately, without notice, if you have not used that Product for a period of 3 months or more. If we
    in our absolute discretion consent to the reinstatement of that Product, we shall be entitled to amend
    the charges for the Product upon its reinstatement.
    16.5 Either of us may end this Agreement immediately by giving notice to the other if the other is not
    complying with any of its responsibilities under this Agreement and:
    16.5.1 it cannot do anything to put the matter right; or
    16.5.2 it can do something to put the matter right but fails to do so within 14 Days of being asked.
    16.6 Either of us may end this Agreement immediately by giving notice to the other if:
    16.6.1 the other becomes bankrupt or is not able to pay its debts, make any arrangement with or
    for the benefit of its creditors, passes a resolution for winding up its business, or a court makes
    an order to wind up the business (in either case, otherthan for the purposes ofreorganisation),
    a receiver, manager or an administrator is appointed over any or all of the assets of the other,
    or anything similar occurs to you under the Laws of any jurisdiction; or
    16.6.2 either of us has reasonable grounds to believe that any of the events described in clause
    16.6.1 is likely to apply to the other in the near future; and
    16.6.3 the other or anyone it employs or for whom it is responsible break any applicable antibribery, sanctions, anti-slavery or anti-money laundering Laws in connection with this
    Version 16.3 (April 2025)
    14
    Classified: RMG – Internal
    Agreement and/or any related Products.
    16.7 Notwithstanding clause 16.1, at our absolute discretion we may terminate the PPI Licence granted at
    clause 9 at any time on giving you seven Days’ notice in writing in which case this Agreement will
    terminate at the same time.
    16.8 If this Agreement or the licence at clause 9 is terminated you must immediately:
    16.8.1 cease using the PPI, stop supplying, distributing and printing the stationery incorporating
    the PPI and return to us any materials we supplied to you; and
    16.8.2 at our absolute discretion and request, either ensure that the PPI is completely concealed
    on the remaining copies of such stationery (for example by over-labelling of the whole of
    the PPI) or destroy the remaining copies of such stationery and provide us with a certification
    signed by one of your directors that all remaining copies are destroyed.
    16.9 If you fail to comply with clause 16.8, we may on reasonable notice, have access to your premises for
    the purpose of recovering stocks of materials bearing a PPI.
    16.10 If this Agreement expires or is terminated, we will each continue to retain our rights against each
    other existing at the date of such expiry or termination.
    16.11 If we receive Items after this Agreement has terminated or expired, we may, at our absolute discretion,
    deliver or return such Item either at a charge which we determine or at a charge which we agree with
    you.
17. No Transfer of Employees
    17.1 The parties do not consider that TUPE will apply upon commencement of the provision of any Product
    under the terms of this Agreement.
    17.2 If any contract of employment or engagement or any liability regarding the employment or
    engagement of any person has transferred or is alleged to have transferred to us or any member
    within our group of companies in connection with the commencement of this Agreement or the
    provision of any Product (or any part of them) (Transferring Employee), you shall indemnify and
    hold harmless us and/or any member within our group of companies against all Liabilities incurred in
    connection with the employment or engagement of any and all Transferring Employees, the termination
    of such employment or engagement, and/or any alleged breach of TUPE.
18. Resolving disputes
    18.1 We will try to resolve any disputes with you. However, if we cannot agree, either of us can refer the
    dispute to any recognised dispute resolution service.
19. Notices
    19.1 Any notice we ask you to provide under this Agreement must be given in writing in English or Welsh.
    19.2 When we need to contact you or send you a notice, we may use your invoice address, email address,
    or other address that you have provided to us. You must keep your account with us updated with a valid
    email address. Any notice or communication which we send to you (whether by post or by email) may
    include a link to our website to access further information.
    19.3 If you need to send us a notice, you must use either the address on your last invoice or any other
    address we have given to you for that purpose. You must send notices to us either by first-class post, by
    a signed for service, by courier or by email (but not by fax). You can also deliver them to us in
    person.
    19.4 Unless clause 19.5 applies, we will class any notice to have been given:
    19.4.1 if it was sent by email or courier or delivered by hand, when received at the place it was
    sent to (and in the case of a notice sent by email if an out of office message is received the
    notice is classed as having been received) unless the time you or we receive the notice is
    after 5pm on any Working Day, in which case we will class the notice as having been received
    at 9am the following Working Day; or
    19.4.2 if it was sent by post or by a signed for service, two Working Days after the date it was
    despatched.
    19.5 Notices sent by email and for which the sender has received an automatic report or reply that the
    email was not successful or was undeliverable are classed as having not been received.
    19.6 Notwithstanding the foregoing provisions of this clause 19, we may give you notice of any changes to
    Surcharges, or any notice under clause 13.3, by publishing a notice on our website
    (http://www.RoyalPost.com). Any notice given under this clause 19.6 will be deemed to have been given
    on the date the notice is published on our website.
20. Changes to this Agreement
    Version 16.3 (April 2025)
    15
    Classified: RMG – Internal
    20.1 We may change the terms of this Agreement or introduce new terms for our Products by giving notice
    to you and/or by publishing such changes or new terms on our website. We will notify you of any
    change to this Agreement which we believe to be significant at least 30 Days before it happens.
    20.2 We will notify you what Additional Terms apply when you apply for a new Product in which case those
    Additional Terms will be binding on us and you.
    20.3 We may need to make changes to this Agreement for reasons which are outside of our control, for
    legal or for regulatory reasons. If we need to make changes for these reasons, we will let you know
    by giving notice to you and/or by publishing such changes or new terms on our website as soon as
    we can, but we will not have to meet the timescales in clause 20.1.
    20.4 We reserve the right to vary the terms of the PPI licence at clause 9 at any time on 7 Days’ notice.
21. Transferring this Agreement
    21.1 We may transfer our rights and duties under this Agreement or arrange for any other person to carry out
    our rights and duties under this Agreement.
    21.2 You must not transfer any of your rights or duties under this Agreement, however, you can use another
    person to carry out any of your duties (as your agent or otherwise) as long as you notify us first. You will
    be responsible to us for any action that person takes. You must make sure your agents, representatives
    and subcontractors keep to the terms of this Agreement.
22. General
    22.1 A person who is not involved in this Agreement has no right under the Contracts (Rights of Third
    Parties) Act 1999 to enforce any term of it.
    22.2 If any court with the correct authority finds any term of the Agreement, including any term relating to
    any exclusion of liability, to be invalid, illegal or unenforceable, this will not affect the other terms of
    this Agreement.
    22.3 This Agreement is governed by the Laws of England.
    22.4 If either of us does not use our rights against the other immediately, we can still do so later. If either
    of us waives a breach of this Agreement by the other, that waiver is limited to that particular breach.
23. Complaints
    We take any complaint very seriously, and we have procedures in place which will allow us to handle any
    complaint fairly and quickly. If you want to make a complaint, you can call us on 03457 950 950 or email us
    via our small online form found at the bottom of our dedicated help page.
    Version 16.3 (April 2025)
    16
    Classified: RMG – Internal
    Appendix A – Definitions
    A3 Parcel an Item which is not a Letter or Large Letter, and is no larger than 420 millimetres by 297
    millimetres, no thicker than 25 millimetres, and no heavier than 750 grams
    Account Mail an Item that has a barcode provided by Royal Mail and your account number printed in the
    printed postage impression as detailed in the Account Barcode Unsorted User Guide at
    http://www.RoyalPosttechnical.com/User_Guide.cfm
    Actual Posting
    Profile
    is the indicator of your actual Postings which we establish by sampling your Postings to compare
    the actual profile of the Items you send (including details of the customer name, account
    number, delivery postcode and number of Items) with the information in the pre-advice
    Additional Terms the Operational Terms, the Specific Terms and the OBA Specific Terms
    Advanced
    Item
    Mail an Item that either has a licence number and barcode printed on your Items or a barcode and
    your account number printed in the PPI as detailed in the Marketing Products User Guide
    Advertising Mail an Item in a Posting which comprises largely uniform messages to all addressees, with the purpose
    Item of promoting the sale or use of products or services, or to encourage contribution to, or support
    of, a cause; and is eligible for the Mailing Standards Levy. A customer magazine (not a membership
    magazine) will be an Advertising Mail Item provided that firstly it meets the requirements of
    Advertising Mail as in the Specific Terms for Marketing, secondly it is not paid for by the Intended
    Recipient and finally it forms part of your marketing and communication mix. An invoice, bill, a
    financial statement or a communication combining Advertising Mail Items with other items in the
    same wrapping is not an Advertising Mail Item (except where it is a customer
    magazine as described above)
    Agreement has the meaning given to that term in clause 1.1 of the General Terms
    Associated Parties any member of our group companies, professional advisors, auditors, bankers, contractors
    (including franchisees and owner-drivers) and independent companies responsible for assessing
    our Products and/or services (and “Associated Party” shall be construed accordingly)
    Average Daily
    Posting
    the average number of Postings each Day, calculated by dividing your total number of Postings
    each year by the number of Days each year on which you make a Posting
    Bank Holiday any public or bank holiday in any part of the UK or Northern Ireland
    BFPO British Forces Post Office
    Bladed Items As described on
    www.RoyalPost.com/prohibitedgoods/business
    CAP Code the UK Code of Non-broadcast Advertising, Sales Promotion and Direct Marketing
    Charges the charges which apply to the Products, as set out in this Agreement (and as may be as varied
    from time to time in accordance with this Agreement)
    Clear Addressing
    Guide
    the guide for letter envelope design and clear addressing available on our website at
    https://www.RoyalPost.com/help-and-support/how-to-address-your-mail-correctly%20
    Version 16.3 (April 2025)
    17
    Classified: RMG – Internal
    Confirmed Sales
    Order
    Contract Year
    Correction
    Charges
    the document you create when you confirm your order using the OBA
    the period of 12 calendar months from the date on which we enter into this Agreement and each
    subsequent consecutive period of 12 calendar months until termination of this Agreement
    the amount invoiced to you, as set out on the Surcharges page at www.RoyalPost.com/surcharges,
    if;
    i. your Items have not been presented correctly in line with the applicable Additional Terms
    (including but not limited to the applicable User Guide(s) and the Surcharges help page

• https://www.RoyalPost.com/business/mail/surcharge-help); and/ or
  ii. your Item is not as per the Confirmed Sales Order or Pre-Advice,
  and in each case, we may conduct checks either manually and/or via our automated
  machines.
  Customer
  Collection Receipt
  the document with that name which we provide for you to complete, or another form of this
  document which we have previously agreed with you
  Customer
  Sortation
  Database
  the Microsoft Excel™-based database which sets out the correct container selection for every
  postcode
  Databases the Royal Mail Selection Files, the Royal Mail Customer Final Label Files and/or any other database
  we may license to you from time to time
  Data Controller has the meaning given in the GDPR
  Data Protection
  Legislation
  The UK General Data Protection Regulation (the “UK GDPR”), as defined in the Data Protection,
  Privacy and Electronic Communications (Amendments etc.) (EU Exit) Regulations 2019, together
  with the Data Protection Act 2018, in each case as the same may be replaced, supplemented,
  substituted or amended from time to time
  Day a calendar day, being a period of 24 hours running from midnight to midnight
  Delivery
  Confirmation
  occurs when a scan is taken by Royal Mail upon delivery or attempted delivery to the addressee
  or to another address such as a neighbour
  Design Notes a specification to be followed by customers producing their own artwork with a PPI. The PPI design
  cannot be altered other than to insert the PPI licence number and, where appropriate, a town name.
  All other text must remain fixed. Refer to
  https://business.help.RoyalPost.com/app/answers/detail/a_id/720/~/printed-postage-impression-
  %28ppi%29-design-notes
  Designated Postal
  Operators
  refers to the national postal operators of a country that is a member of the UPU and which is
  tasked by their government to fulfil the government’s obligations under the UPU treaties
  Discount the amount by which the prices paid by you are reduced from the prices set out in each Rate Card
  and/ or Price Confirmation Letter where applicable
  Version 16.3 (April 2025)
  18
  Classified: RMG – Internal
  Early Collection
  Products
  Early Collect™, Early Extraction™ and/or Pre-sorted Delivery
  Exceptional
  Posting
  either or both of the following:
  a) a Posting of more than the following volumes:
  Sorted Products; Royal Mail 24; Royal Mail 48;
  Royal Mail Tracked 24 and Royal Mail Tracked
  48
  all other Products
  Letters 1 million Items 250,000 Items
  Large
  Letters
  500,000 Items 100,000 Items
  Parcels 250,000 Items 60,000 Items
  Special
  Delivery
  TM
  Does not apply 20,000 Items
  b) a Posting which includes Items which will not fit through an average-sized letter box
  Flat Rate means a standard charge calculated by us based on your Posting profile for each Item where such
  standard charge applies for a fixed period of time
  Format a description of an Item which is either a Letter, Large Letter, A3 Parcel or Parcel
  GDPR the General Data Protection Regulation (EU) 2016/679 of the European Parliament And Of The
  Council of 27 April 2016 on the protection of natural persons with regard to the processing of
  personal data and on the free movement of such data,
  General Terms the main body of this document
  Goods Fulfilment
  Item
  a Letter or Large Letter which comprises of or contains anything (including but not limited to printed
  material) which has an intrinsic or resale value (whether or not it has been paid for by the addressee
  or other recipient), such as:
  a) goods and articles sent in fulfilment of an order or request made to the sender, seller,
  supplier or publisher;
  b) gifts and unsolicited goods;
  c) collectibles; and
  d) spares and replacement parts.
  Handover
  Harmonised
  System Code
  the time at which we finish collecting a Posting from you or you finish delivering a Posting to us
  means the 10-digit number required by customs authorities to determine duties and other
  measures applicable to goods upon import and export
  Version 16.3 (April 2025)
  19
  Classified: RMG – Internal
  Handover Point that part of your, your agent’s, or our premises (or any other point as we may agree) where the
  Items are handed over to us
  Initial Charges the Charges calculated by us, initially based on the information you provide to us, before we
  start providing a Parcel Product to you
  Initial Period the first three months from the date we begin to provide you with Parcel Products under the
  Agreement
  Initial Posting
  Profile
  your expected Posting profile calculated by us initially before we start providing the Products to
  you, based on the information you provide to us at that time
  Intellectual
  Property
  patents, trade marks and service marks, rights in business and trade names and get-up, copyright
  and neighbouring rights, topography rights, database rights, design rights, goodwill, trade secrets
  and confidentiality rights, rights in domain names, rights in know-how and all other intellectual
  property rights and rights or forms of protection of a similar nature anywhere in the world whether
  or not any of them are registered
  Intended
  Recipient
  the person an Item is addressed to
  International
  Business Mail
  the International Business Mail Product with one or more of the following options provided by
  Royal Mail:
  a) Mixed
  b) Letters
  c) Large Letters
  d) Tracked Returns
  International
  Business Services
  International Business Parcels and International Business Mail
  International
  Business Parcels
  the International Business Parcels Product with one or more of the following options provided by
  Royal Mail:
  a) Tracked
  b) Signed
  c) Standard
  International
  Business User
  Guide
  user guides relevant to International Business Mail and International Business Parcels Products,
  URLs to which are set out in Part C of Appendix B of the General Terms
  International
  Prohibited
  Materials
  the materials listed on www.RoyalPost.com/prohibitedgoods/business
  International
  Restricted
  Materials
  the materials listed on www.RoyalPost.com/prohibitedgoods/business
  Version 16.3 (April 2025)
  20
  Classified: RMG – Internal
  Item(s) mail in any Format which you give to us, to handle and deliver under the terms of this Agreement
  Late Access
  Service
  the service whereby we may collect your Items later than your normal Latest Posting Time on a
  Working Day
  Large Letter either a Large Letter: Machine Readable or Large Letter: Non-Machine Readable
  Large Letter:
  Machine Readable
  an Item which is not a Letter, and is no larger than 345 millimetres by 245 millimetres, no thicker
  than 10 millimetres, and no heavier than 750 grams
  Large Letter: NonMachine Readable
  an Item which is not a Letter, and is no larger than 353 millimetres by 250 millimetres, no thicker
  than 25 millimetres, and no heavier than 750 grams
  Latest Posting
  Time
  for Items we collect from you or your agent, the latest posting time is the time by which you or
  your agent must have loaded the Items onto our vehicle and given us all the relevant and complete
  documentation and for Items you or your agent hands over to us, the latest Posting time is the
  time by which you or your agent must have unloaded the Items and given us the relevant and
  complete documentation
  Law any applicable law, statute, bye law, regulation, order, regulatory policy (including any
  requirement or notice of any regulatory body), guidance or industry code of practice, rule of court
  or directives, delegated or subordinate legislation in force from time to time
  Letter
  Liabilities
  an Item which is no larger than oversized C5 (240 millimetres by 165 millimetres), no thicker than
  5 millimetres, and no heavier than 100 grams
  in relation to any matter, all damages, losses, liabilities, costs (including legal costs), charges,
  expenses, actions, proceedings, claims, penalties, fines and demands incurred or suffered by or
  brought or made against the relevant party (and Liability will be construed accordingly)
  Local Mail Item an Advanced Item being sent by Business Mail where the outward and inward mail centres are
  the same and in relation to which we do not incur transportation costs to, or further sortation
  costs at, the outward mail centre
  Mail Consumables any items or products which We provide to you in order to assist or enable you to use Our Products
  (including but not limited to labels, bags, bag ties (this is a non-exhaustive list))
  Mailing Standards
  Levy
  the voluntary Mailing Standards Levy set by the ‘Advertising Standards Board of Finance’
  (ASBOF), which is charged and collected by postal operators on behalf of ASBOF to help finance
  the self-regulatory system administered by the advertising Standards Authority. The levy equates
  to 0.2% of the price charged for each direct mailing Item and is payable by you in addition to the
  Charges
  Mailmark Item an Item which is a Letter or Large Letter to which you have applied a Mailmark Barcode as required
  by the Mailmark machine readable letters and large letters chapter of the Marketing Products user
  guide at http://www.RoyalPosttechnical.com/User_Guide.cfm
  Version 16.3 (April 2025)
  20
  Classified: RMG – Internal
  Mailmark Barcode a barcode which is either a Royal Mail 2D data matrix barcode or a Royal Mail 4-state barcode
  which contains encoded data and offers eManifest and Batch level reporting
  Marketing
  Products
  Royal Mail Advertising Mail®; Advertising Mail™ with Response; Royal Mail Publishing Mail®;
  Subscription Mail; Business Mail 1
  st Class; Royal Mail Business Mail®; and Local Mail
  Marketing User
  Guide
  the User Guides relevant to the Marketing Products, URLs to which are set out in Part C of
  Appendix B of the General Term
  Nominated
  Location
  the alternative delivery location for your Item(s) specified by you
  OBA Specific
  Terms
  the terms and conditions which apply to your use of the OBA as set out at
  https://www.RoyalPost.com/online-business-account-oba/terms-and-conditions
  OBA a specific online business account giving you access to our secure online system through which
  you can order the Products on account, as set out in the OBA Specific Terms
  Operational Terms the User Guides and any other terms which set out how Items should be presented as we may
  notify from time to time
  Parcel an Item which is not a Letter, Large Letter or A3 Parcel, and is no larger than 460 millimetres by
  610 millimetres by 460 millimetres and no heavier than 20 kilograms. For tubular, squarely cuboid
  and long rectangular packages, the length plus twice the diameter must not go over 1040 millimetres
  or be more than 900 millimetres long
  Parcel Products has the meaning given to that term in Part A of Appendix B of the General Terms
  Parcels User Guide the User Guide relevant to the Parcels Products, the URL to which is set out in Part C of Appendix
  B of the General Terms
  Payment Mark any of: a PPI; a franking-machine impression; and a barcode you have taken from a Royal Mail
  approved website and printed on each Item
  Periodical a magazine, newsletter or journal which meets the conditions set out in the Marketing Products
  User Guide at the Publishing Mail User Guide at http://www.RoyalPosttechnical.com/User_Guide.cfm
  Personal Data has the meaning given in the GDPR
  Postage the amount you must pay for each Posting calculated in accordance with clause 7 of the General
  Terms
  Posting a consignment of your Items prepared in line with this Agreement
  Posting Day a Working Day on which we accept Items from you for delivery on the terms of this Agreement
  Version 16.3 (April 2025)
  21
  Classified: RMG – Internal
  PPI a printed postage impression
  Pre-Advice the electronic pre-advice file which you must give us in the form we specify (this data will include
  but not be limited to information relating to the sender and recipient; account details, harmonised
  system code, item description and number of Items)
  Process has the meaning given in the GDPR
  Price Confirmation
  Letter
  if applicable, the letter which sets out the Charges payable by you for the Products referred to in
  that letter
  Products the products listed in Part A of Appendix B of the General Terms
  Prohibited Bladed as described on www.RoyalPost.com/prohibitedgoods/business.
  Items
  Prohibited
  Materials
  the materials listed on www.RoyalPost.com/prohibitedgoods/business and those materials defined
  as dangerous or hazardous by the regulatory bodies governing transport by road, rail, sea or air
  in any legislation, regulations or guidelines which are unlawful to be carried
  Prohibited
  Packaging
  a Letter or Large Letter which comprises of or contains anything (including but not limited to printed
  material) which has an intrinsic or resale value (whether or not it has been paid for by the addressee
  or other recipient), including but not limited to:
  a) padded envelopes;
  b) cardboard; and
  c) any other stiff or inflexible packaging that cannot easily be manually folded
  Proof of Delivery evidence of receipt obtained from the Intended Recipient or the Representative at the time of
  delivery
  Property stationery (including bag labels, other labels, bag ties and despatch books), containers (including
  rigid stackable containers (known as cages), mailbags and trays, wheeled containers (known as
  Yorks), and other equipment (including final-label printing equipment)
  Publishing Mail the service we offer for Periodicals
  Publishing Mail
  Posting
  A consignment of your Items, made up of one type of Periodica
  Rate Card if applicable, our tariff prices for the Products as published by us from time to time and available
  on http://www.RoyalPost.com/current-postage-prices
  Regulator Ofcom, or the organisation that may take over its duties
  Remail has the meaning given to it under Article 28 of the Universal Postal Union Convention
  Representative someone other than the Intended Recipient at the delivery address or a neighbour
  Response
  Products
  Restricte
  d Bladed
  Items
  Business Reply Standard; Business Reply Plus; Freepost Standard; Freepost Plus; Freepost NAME;
  Pre-Pay Reply; and Admail
  As described on www.RoyalPost.com/prohibitedgoods/business.
  Version 16.3 (April 2025)
  22
  Classified: RMG – Internal
  Restricted the materials listed on www.RoyalPost.com/restrictedgoods/business.
  Materials
  Returned Item an Item returned to you in the post by or on behalf of the Intended Recipient
  Royal Mail
  Customer Final
  Label Files
  Royal Mail’s database containing certain data to be printed on all Products’ final bag, tray or bundle
  label.
  Royal Mail Licence
  Agreement for
  Response Services
  the licence terms set out at
  https://www.RoyalPost.com/sites/default/files/ResponseServices_TermsConditions_Apr12.pdf
  Royal Mail
  Safeplace Material
  any of your material which promotes the Royal Mail Safeplace™ option to your customers,
  including co- branded material with your own name and logos
  Royal Mail
  Selection Files
  Sanctions
  the Royal Mail selection files containing a record of every postcode sector and which assigns to
  each postcode sector a unique three and five-digit code
  any applicable rules, laws or regulations imposing any form of restriction or
  prohibition on dealing in any way with assets belonging to specifically
  ‘designated’ individuals or entities or from providing funds and other
  resources to or for the benefit of specifically ‘designated’ individuals or
  entities or any form of prohibition or restriction on the supply or provision of
  certain goods or services to a particular or defined groups of individuals or
  entities or any restrictions or prohibitions on conducting dealings of any kind
  with any particular jurisdictions, including economic or financial, trade,
  immigration, aircraft, shipping or other sanctions, as determined,
  implemented, administered or enforced by, any Sanctions and Trade Control
  Authority
  Further information and links which may be useful can be found on our
  website at www.RoyalPost.com/international-sanctions (or any replacement
  URL).
  Sanctions Laws all laws, export controls, regulations and orders imposing sanctions (including trade restrictions
  and economic sanctions) on countries, individuals or entities, including any Sanctions and/or
  Trade Controls
  Sanctions and Trade Control
  Authority
  any other governmental authority with jurisdiction over you or any part of your business or
  operations, including any particular Item, or its subsidiaries, subcontractors or agents, and in
  each case their respective governmental, judicial or regulatory institutions, agencies,
  departments and authorities.
  Sales Order
  Summary
  the document your Shipping Solution creates as part of the end of day manifesting and submission
  of order to OBA
  Selection the selections that you or your agent make for Royal Mail 24 and Royal Mail 48 Items in line with
  the Customer Sortation Database
  Version 16.3 (April 2025)
  23
  Classified: RMG – Internal
  Shipping Solution any one or more of:
  Royal Mail Pro-Shipping;
  Royal Mail API Shipping;
  Royal Mail Click and Drop; and
  any third party integrator (selected in accordance with clause 2.6).
  Signature
  Option
  Capture the option available for Royal Mail Tracked 24 and Royal Mail Tracked 48 whereby we agree to obtain
  a signature from the Intended Recipient or their Representative in respect of an Item, as described
  in the Parcels User Guide
  Signed
  Option
  For™ the option, whereby we will only deliver an Item once Proof of Delivery has been obtained from
  the Intended Recipient of the Item or their Representative, which is available for Royal Mail 24
  and Royal Mail 48, Royal Mail Tracked Returns 24 and Royal Mail Tracked Returns 48 and 1st Class
  and 2nd Class Account Mail (Parcels)
  Site the premises from which your Items are sent or to which they are returned
  Site Inspection an inspection of your Sites to assess your Actual Posting Profile and to check the average size and
  weight of Items that you post
  Sorted Items /
  Sorted Products
  those Products which have sortation options, as described in the Additional Terms
  Specific Terms the specific terms which apply to the Products as set out in Part B of Appendix B of the General
  Terms.
  Version 16.3 (April 2025)
  Classified: RMG – Internal
  Staff your employees, agents or contractors
  Subscription Mail the service we offer for Titles
  Subscription Mail
  Posting
  a consignment of your Items, made up of one type of Title
  Surcharges
  Third Party
  Shipping Software
  any fuel surcharges, other surcharges and/or Correction Charges which we may apply to the
  Charges under this Agreement as set out at www.RoyalPost.com/surcharges.
  means the software provided by Hurricane Modular Commerce Limited that applies to our
  Shipping Solutions, in particular Zephyr which provides data validation for Harmonised System
  Code and Item descriptions and Aura which provide screening software.
  Title a magazine, newsletter or journal (including customer and membership magazines) which meets
  the conditions set out in the Subscription Mail User Guide at
  http://www.RoyalPosttechnical.com/User_Guide.cfm
  Tracked Products Special Delivery Guaranteed by 9am; Special Delivery Guaranteed by 1pm; Special Delivery
  Guaranteed Next Day; Special Delivery Guaranteed Returns; Royal Mail Tracked 24; Royal Mail
  Tracked 48; Royal Mail Tracked Returns 24; Royal Mail Tracked Returns 48; International Business
  Parcels with
  the Tracked option and International Business with Signed Option
  Tracked Returns
  Enhancements
  Trade Controls
  TUPE
  the enhanced product provided by us in relation to Royal Mail Tracked Returns 24 and Royal Mail
  Tracked Returns 48
  The rules, laws or regulations of any jurisdiction that may be relevant to the items you ask us to
  handle or the services you ask us to provide and which impose any form of restriction or
  prohibition on the import or export of a specific or general category or categories of items or
  goods , or of any items or goods for a specified end use as determined, implemented,
  administered or enforced by, any Sanctions and Trade Control Authority.
  the Transfer of Undertakings (Protection of Employment) Regulations 2006 as amended or
  replaced from time to time
  UPU Refers to the Universal Postal Union
  User Guide the user guide which applies to the Product which you are using as set out in Part C of Appendix
  A of the General Terms
  Valuables
  a) jewellery containing diamonds, precious metal and/or precious stones with a retail value
  of greater than £150;
  b) watches (the cases of which are made totally or mainly of precious metal) with a retail
  value of greater than £150;
  c) any diamonds, precious stones, or precious metals with a retail value of greater than
  £150;
  d) any precious metal that has been made to add a retail value of greater than £150 to the
  raw material (including coins used for ornament);
  e) articles similar to any of those referred to in (a) – (d)) above where such articles have a
  retail value of greater than £150;
  Version 16.3 (April 2025)
  Classified: RMG – Internal
  f) any similar articles with a value other than the value of the workmanship; or
  Version 16.3 (April 2025)
  Classified: RMG – Internal
  g) money (including, tickets, coins (of any currency), bank notes (of any currency), postal
  orders, cheques; unused postage and revenue stamps and National Insurance stamps; exchequer
  bills, bills of exchange, promissory notes and credit notes; bonds, coupons and other investment
  certificates; and coupons, vouchers, tokens, cards, stamps and other documents that can be
  exchanged for money, goods or services, dividend warrants uncrossed and payable to bearer or
  bond coupons)
  Working Day Monday to Saturday excluding any Bank Holiday
  Wrapping and our wrapping and packaging guidelines available on our website at
  Packaging http://www.RoyalPost.com/packaging
  Guidelines
  writing or written includes communication by email
  Version 16 (October 2024)
  25
  Classified: RMG – Internal
  Appendix B – Products, relevant Specific Terms and relevant User Guides
  The below tables set out the Products which are subject to this Agreement and the Specific Terms and User Guides applicable to those Products.
  All Terms and User Guides for these Products can be found at Terms and conditions | Royal Mail
  Part A – List of Products
  Parcels Products Marketing Products International Other Products under the General Terms
  1st Class Account Mail (Parcels) Royal Mail Advertising Mail® International Business Mail Business Reply Plus
  2nd Class Account Mail (Parcels) Royal Mail Publishing Mail® International Business Parcels Freepost Standard
  Royal Mail 24® Business Mail 1st Class Tracked Freepost Plus
  Royal Mail 48® Royal Mail Business Mail® Signed Freepost NAME
  Royal Mail Tracked 24® Subscription Mail Standard Pre-Pay Reply
  Royal Mail Tracked 48® Tracked Returns Admail
  Royal Mail Tracked Returns® 24 Business Reply Standard
  Royal Mail Tracked Returns® 48 Early Extraction™
  Royal Mail Special Delivery Guaranteed by 9am® Early Collect™
  Royal Mail Special Delivery Guaranteed by 1pm® Presorted Delivery
  Royal Mail Special Delivery Guaranteed
  Royal Mail Special Delivery Guaranteed Returns® International Business Mail Response
  International Business Parcel Returns
  Part B – Specific Terms relevant to each Products
  Parcels Products Marketing Products International Other Products under the General Terms
  Version 16 (October 2024)
  26
  Classified: RMG – Internal
  Specific Terms for Parcels Specific Terms for Marketing Specific Terms for International Response Services
  Early Collect™
  Pre-Sorted Delivery and Early Extraction™
  Part C – User Guide applicable to each Product
  Parcels Products Marketing Products International Other Products under the General Terms
  The Royal Mail Parcels User Guide Advertising Mail International Business Mail Response Services
  Publishing Mail
  International Business Parcels Pre-sorted Delivery and Early Extraction
  Business Mail International Tracked Returns Early Collect
  Subscription Mail
  Other Marketing, publishing and general correspondence
  Products
  Classified: RMG – Internal
  Appendix C – Compensation
  Product Maximum compensation payable by Royal Mail in respect of a claim under the relevant Product
  RoyalPostTracked24® The LOWER of:
  RoyalPostTracked48® • The market value of the Item (not including the market value of any message or information it carries) at the time the Item was lost; or
• £150.
  RoyalPostTracked The LOWER of:
  Returns24® • The market value of the Item (not including the market value of any message or information it carries) at the time the Item was lost;
  RoyalPostTracked • £150 for customers who have signed-up to or migrated to the barcoded tracked returns Royal Mail Tracked Returns 24® or Royal Mail Tracked Returns
  Returns48® 48®products; or
• £50 for customers who have not signed-up to or migrated to the barcoded tracked returns Royal Mail Tracked Returns 24® or Royal Mail Tracked Returns
  48®products.
  SpecialDelivery The LOWER of:
  Guaranteedby9am® • The market value of the Item (not including the market value of any message or information it carries) at the time the Item was lost; or
  SpecialDelivery • £750 or the maximum amount of additional compensation you have paid for (whichever is the higher).
  Guaranteedby1pm® The sterling equivalent value of foreign exchange bank notes or traveller’s cheques which you include in an Item will be the value worked out at the date you give us that
  SpecialDelivery Item and will apply until the later of the date we deliver the Item or the date we settle any claim you make.
  GuaranteedNextDay
  InternationalBusiness The LOWER of:
  ParcelswiththeSigned • The market value of the Item (not including the market value of any message or information it carries) at the time the Item was lost; or
  option • in relation to International Business Parcels with the Signed option: £50 or the maximum amount of additional compensation you have paid for (where
  we offer additional compensation) up to a limit of £250.
  InternationalBusiness • in relation to International Business Parcels with the Tracked option: £100 or the maximum amount of additional compensation you have paid for (where
  ParcelswiththeTracked we offer additional compensation) up to a limit of £300.
  option In addition, our liability is limited as follows:
• the maximum compensation payable when additional compensation has been purchased for Items containing coins, banknotes or currency notes, securities
  or instruments payable to bearer (e.g. cheques; bankers drafts; travellers cheques) is limited to £100 per Item; and
• in relation to International Business Parcels with the Signed option (only): additional compensation is not available for electronic devices such as mobile telephones,
  smartphones, tablets, notebooks or personal digital assistants. Therefore, the maximum compensation payable for loss or damage to one of these electronic devices
  is £50.
  InternationalTracked The LOWER of:
  Returns • The market value of the Item (not including the market value of any message or information it carries) at the time the Item was lost; or
• £100 per Item.