Terms and Conditions

1. Who operates Mureza

Mureza is a digital marketplace operated by MIREZA LTD, a company registered in England and Wales with registered office at 66 Paul Street, London, EC2A 4NA, United Kingdom.

Company number: 17114409. Formal legal contact email: support@mureza.co.uk.

These Terms apply to the Mureza website, mobile app, support channels, payments, messaging, and any service that links to these Terms.

2. What Mureza does

Mureza connects parcel senders with travellers who may have unused luggage capacity on an existing journey.

Mureza is a marketplace and coordination service. Mureza acts only as an intermediary platform and does not control, direct, or guarantee the performance, conduct, timing, legality, quality, safety, or success of any user, parcel journey, or transaction.

Mureza is not a postal operator, courier company, airline, customs broker, insurer, bank, or money transfer business. Travellers are independent users, not employees or agents of MIREZA LTD.

3. Account requirements

• Users must provide accurate account, contact, parcel, trip, payment, and verification information.
• Users must keep account details secure and must not allow another person to misuse their account.
• Users must be legally able to use Mureza and must follow the laws that apply to them.
• Mureza may require checks before allowing a user to send, carry, or receive payment for parcels.
• Mureza may restrict or close accounts where there are safety, fraud, legal, payment, verification, or policy concerns.

4. Sender responsibilities

• Create accurate parcel listings and provide truthful information about the item, value, size, weight, pickup, delivery, receiver, and customs details.
• Do not list prohibited, illegal, unsafe, restricted, counterfeit, stolen, misdeclared, regulated, hazardous, or sanctions-related items.
• Make sure the parcel can lawfully be transported by the selected traveller, route, airline, border, country of origin, transit country, and destination country.
• Be available for agreed pickup and delivery arrangements and cooperate if there is a customs question, incident, failed handover, dispute, or safety review.
• Pay through Mureza and do not ask another user to complete the job outside the platform.
• These obligations do not limit the consumer's statutory rights under UK law.

5. Traveller responsibilities

• Only post genuine trips and only accept parcels that fit the journey, luggage capacity, legal obligations, and personal risk tolerance.
• Review parcel details before accepting a job and decline anything unsafe, illegal, suspicious, misdeclared, or unsuitable.
• Follow airline, baggage, customs, import, export, sanctions, tax, border, and local rules.
• Do not request off-platform payment, carry undisclosed goods, alter parcel contents, abandon a parcel, or hand a parcel to an unauthorised person.
• Understand that traveller earnings may be delayed, reduced, cancelled, or reviewed if payment has not cleared, delivery is incomplete, a dispute is open, or a rule has been breached.

6. Payments, fees, and refunds

Sender payments are handled through approved payment providers. Mureza may charge a platform fee and payment-related fees.

Traveller earnings are based on the agreed price less applicable fees, deductions, refunds, adjustments, or dispute outcomes.

Refunds and payment adjustments are handled under the Refund Policy and may depend on the facts of the delivery, the stage reached, and the evidence available.

Where Mureza approves a refund, it will usually submit the refund instruction within 14 days of the decision. The time taken for funds to reach the user depends on the payment provider and original payment method.

Nothing in Mureza's refund process limits any mandatory statutory rights a consumer may have under UK law, including rights relating to services not provided with reasonable care and skill or not provided as described.

7. Prohibited and restricted items

Users must not send or carry prohibited, illegal, unsafe, or restricted items. This includes weapons, explosives, drugs, counterfeit goods, stolen goods, hazardous materials, live animals, cash, regulated medicines, controlled goods, perishable goods requiring special handling, items requiring licences, and any item prohibited by customs, aviation, postal, courier, sanctions, or local laws.

Mureza may remove listings, cancel jobs, pause payments, issue refunds, restrict accounts, report activity, or request evidence where prohibited or suspicious goods are suspected.

8. Customs and border rules

Users are responsible for truthful parcel descriptions, lawful declarations, duties and taxes, import and export requirements, airline baggage rules, and border requirements.

Users must not conceal goods, misdescribe goods, split goods to avoid rules, evade tax or duties, avoid sanctions controls, or pressure another user to carry goods unlawfully.

9. Messages, evidence, and reviews

Users must communicate respectfully and lawfully. Harassment, threats, spam, fraud, explicit abuse, or attempts to move transactions off-platform are not allowed.

Users may be asked to provide pickup evidence, delivery evidence, condition notes, photos, dispute evidence, incident reports, reviews, ratings, and support information.

By submitting content, users allow Mureza to use it to operate the service, provide support, resolve disputes, protect users, meet legal duties, and keep accurate records.

10. Disputes and safety action

Users may report failed pickup, failed delivery, parcel damage, missing items, unsafe conduct, payment concerns, or policy breaches.

Mureza may review parcel records, messages, payment records, photos, dispute notes, and account history before deciding whether to release payment, issue a refund, adjust a payment, close a dispute, restrict an account, or take another reasonable action.

Mureza's marketplace decision does not remove any mandatory legal rights a user may have.

11. Cancellation rights

A sender or traveller may request cancellation before pickup. Mureza will review the timing, reason for cancellation, costs already incurred, and whether either user breached these Terms or the Refund Policy.

If cancellation happens before pickup and no material platform or payment-processing cost has been incurred, Mureza will generally aim to refund the sender in line with the Refund Policy.

Once pickup has taken place, cancellation and refund outcomes depend on the stage of the job, the parcel status, evidence available, and any legal or safety issue affecting the transaction.

If UK consumer cancellation rights apply in a particular case, those rights are not excluded by these Terms.

12. Off-platform activity

Users must not use Mureza to identify another user and then complete the parcel job, payment, dispute, or communication outside the platform. Off-platform activity may lead to account restriction, loss of support, cancellation of jobs, and non-release of earnings.

13. Acceptable use

• Do not use Mureza for fraud, theft, money laundering, sanctions evasion, illegal goods, harassment, threats, abuse, spam, unauthorised access, or attempts to bypass platform rules.
• Do not submit false account details, false parcel details, fake verification information, manipulated evidence, fraudulent payment information, misleading customs declarations, or abusive reviews.
• Do not interfere with Mureza's security, payment handling, dispute handling, or safety controls.

14. Service changes

Mureza may be tested, changed, limited, suspended, or discontinued as the product develops. Routes, fees, verification requirements, payment methods, supported countries, and rules may change.

Mureza may update these Terms. Continued use after changes means the user accepts the updated Terms, unless the law requires a different process.

15. Liability

Nothing in these Terms excludes liability where it would be unlawful to do so. Subject to that, Mureza is not liable for indirect losses, loss of profit, customs action, border delays, airline decisions, user misconduct, inaccurate user information, prohibited goods, failed handovers, off-platform activity, payment provider outages, third-party services, or events outside Mureza's reasonable control.

Subject to applicable law, Mureza's total liability arising out of or in connection with the platform, whether in contract, tort, negligence, breach of statutory duty, or otherwise, is limited to the greater of the total platform fees paid by the user for the affected transaction and GBP 100.

Mureza does not guarantee that every parcel will be accepted, carried, delivered, insured, customs-cleared, paid out immediately, or free from dispute. Users remain responsible for legal compliance, transaction decisions, and risk assessment.

16. Consumer rights statement

Consumers have statutory rights under UK law. Nothing in these Terms, the Refund Policy, or any marketplace decision removes or reduces rights that cannot legally be excluded or restricted.

This includes, where applicable, rights relating to services that are not carried out with reasonable care and skill, are not as described, or are otherwise in breach of mandatory consumer protection law.

17. Complaint handling procedure

Complaints about a delivery, refund, payment, account restriction, privacy concern, or other platform issue should be sent to support@mureza.co.uk with the user's name, contact details, booking or parcel reference, and a short description of the issue.

Mureza aims to acknowledge complaints within 5 business days and to provide a substantive response or progress update within 15 business days, although more complex matters may take longer where evidence from users, payment providers, or authorities is required.

If a user is not satisfied with the outcome, they may reply to request internal escalation. This complaints process does not affect any legal rights the user may have.

18. Brand and content

Mureza's name, logo, brand, website, app, text, images, designs, and business materials belong to MIREZA LTD or its licensors. Users may not copy, modify, sell, or misuse them without permission.

19. Law and contact

These Terms are drafted for a United Kingdom operated marketplace and should be reviewed by a UK solicitor before launch. The intended governing law is the law of England and Wales, unless mandatory consumer law gives a user additional rights in another location.

Support, complaints, and legal enquiries may be sent to support@mureza.co.uk or raised by phone on +44 734 969 2815.