Customer responsibility
Provide correct addresses, contacts, item details, access notes, and payment information.
Terms of serviceThe ground rules
The ground rules
for using CarryOn.
These terms explain the responsibilities of customers, drivers, business users, and CarryOn when using the platform.
Last updated May 19, 2026
Using the service responsibly.
By using CarryOn, you agree to provide accurate information, use the service lawfully, respect drivers and support teams, and avoid sending prohibited or unsafe items.
Bookings depend on availability, accurate pickup and drop-off details, suitable vehicle selection, and the driver being able to access the location safely.
Driver responsibility
Follow platform standards, handle deliveries with care, and communicate issues through approved channels.
Business responsibility
Keep account users, billing details, delivery instructions, and customer promises accurate.
Service limits
Some deliveries need extra care or cannot be accepted.
CarryOn may refuse, cancel, pause, or investigate a booking if it appears unsafe, unlawful, inaccurate, abusive, unpaid, or outside the agreed service scope.
Fees, cancellations, refunds, delivery attempts, delays, and claims may depend on the booking details, item type, driver status, and the issue reported.
This page is a plain-language draft and should be checked by legal counsel before it is treated as the final terms for customers or drivers.
Prohibited items
Do not send illegal, dangerous, restricted, stolen, or improperly packaged items.
Delays
Traffic, weather, access issues, incorrect details, and customer availability can affect delivery time.
Disputes
Report issues quickly with order details, photos, receipts, or other useful evidence.