GENO Sender Terms and Conditions

GENŌ Intelligentia Limited Company number: 15657060 (registered in England and Wales) Contact: info@genomove.com

Version 1.0 — 28 June 2026

IMPORTANT — PLEASE READ CAREFULLY. These Terms form a legally binding agreement between you (the "Sender") and GENŌ Intelligentia Limited ("GENO", "we", "us", "our"). By booking a delivery through the GENO platform, you agree to these Terms. If you do not agree, you must not use the Platform to book deliveries.

1. About GENO and these Terms

1.1. GENO operates a digital platform (the "Platform") that connects people and businesses who wish to send parcels and goods ("Senders") with independent self-employed drivers ("Drivers") who choose to deliver them.

1.2. GENO is a technology platform and intermediary. GENO does not itself carry out deliveries and does not employ Drivers. When you book a delivery, you enter into a delivery arrangement with an independent Driver. GENO facilitates that arrangement, takes payment, and provides the supporting technology and support.

1.3. These Terms apply to your use of the Platform as a Sender. Separate terms apply to Drivers.

2. Your account and eligibility

2.1. You may book deliveries with a registered account or, where offered, as a guest. You must provide accurate, current, and complete information.

2.2. You must be at least 18 years old (or the age of majority in your country) to use the Platform.

2.3. You are responsible for keeping your account details and password secure, and for activity carried out under your account.

3. Booking a delivery

3.1. When you book a delivery, you provide pickup and delivery details, recipient details, and information about the parcel (such as size, weight, and contents). You then receive a price and, on confirming and paying, your booking is submitted to available Drivers.

3.2. A booking is accepted when a Driver accepts it through the Platform. Until a Driver accepts, GENO does not guarantee that a Driver will be available, and either you or GENO may cancel an unaccepted booking in accordance with these Terms.

3.3. Estimated collection and delivery times are estimates only and are not guaranteed, unless expressly stated otherwise.

4. Your responsibility for accurate details

4.1. You are responsible for the accuracy and completeness of all information you provide, including pickup and delivery addresses, recipient contact details, parcel size, weight, and contents, and any access or handling instructions.

4.2. If a delivery cannot be completed, is delayed, or incurs additional cost because the details you provided were wrong, incomplete, or out of date, or because the recipient was unavailable or refused delivery, you may be charged for the wasted or failed trip, and you may not be entitled to a refund. GENO will deal with such situations in good faith and fairly.

4.3. Where the Platform allows you to edit booking details after booking, you should make any corrections as early as possible. Some changes may not be possible once a Driver has accepted or started the job, or may change the price.

5. Recipient information

5.1. When you provide a recipient's name, contact details, and address, you confirm that you are entitled to share that information with us for the purpose of completing the delivery, and that you have a lawful basis to do so.

5.2. We process recipient information in accordance with our Privacy Policy and use it only to carry out and support the delivery (including delivery notifications and tracking).

6. Prohibited and restricted items

6.1. You must not send, and must not ask a Driver to carry, any goods that are illegal, prohibited, stolen, dangerous, hazardous, perishable beyond safe carriage, or otherwise restricted in any country or locality through which the delivery passes.

6.2. You are responsible for ensuring that the goods you send are lawful and properly packaged for safe carriage. GENO and the Driver may refuse, cancel, or stop a delivery that breaches this clause, and you remain responsible for any loss, damage, fine, or liability arising from goods sent in breach of it.

6.3. You must accurately declare the nature and value of the goods where the Platform asks you to.

7. Price, commission, and payment

7.1. The price for a delivery is shown before you confirm your booking. The price may reflect factors such as distance, vehicle type, parcel size, number of stops, loading assistance, and timing.

7.2. How you pay. When you confirm a booking you choose how the delivery is paid for:

• Card. GENO collects payment from you for the delivery through our third-party payment provider (Stripe). Your card is authorised at booking and charged when a Driver accepts the delivery. If no Driver accepts in the available window, the hold is released. Your card details are collected directly by the payment provider and are not stored by GENO.

• Cash on delivery. You pay the Driver the delivery price directly in cash when the Driver hands over the parcel. GENO does not collect this payment, does not hold any funds for the delivery, and does not process any card transaction for it. Because no card is charged, there is no card chargeback route for a cash booking. Any dispute about the amount of cash paid, or whether cash was paid at all, is between you and the Driver. You should count the cash and take a receipt from the Driver on handover if you want written proof of payment. GENO may make cash unavailable for particular bookings, particular geographies, or particular users at its discretion.

7.3. Commission. For every completed delivery, GENO retains a commission from the delivery price and the Driver keeps the remainder. GENO's current commission is 15% of the delivery price. GENO may change its commission from time to time; this does not change the price you are quoted before booking. On card bookings GENO deducts the commission automatically from the amount it collects. On cash bookings the Driver collects the full price from you; GENO's commission on that price is settled between GENO and the Driver under separately notified arrangements and does not affect the price you paid.

7.4. Card authorisation. By paying by card, you authorise the charge for the delivery and any applicable additional charges described in these Terms (such as wait or wasted-trip charges, and — if the Driver at pickup identifies that the parcel is larger than declared — a top-up charge to your saved card up to the agreed increased price).

7.5. Where a delivery requires loading assistance and you select it, an additional fee applies and is included in your quoted price.

7.6. For business accounts, invoicing and settlement may be handled on the separately agreed business terms.

8. Cancellations and refunds

8.1. Cancellation by you. You may cancel a booking before a Driver accepts it, usually without charge. If you cancel after a Driver has accepted, or after the Driver has begun travelling to or reached the pickup point, a cancellation fee may apply to cover the Driver's time and costs, and any refund will be net of that fee.

8.2. Cancellation by GENO or the Driver. A booking may be cancelled if no Driver accepts it, if the goods or delivery breach these Terms, if payment fails, or where reasonably necessary. Where a delivery you have paid for cannot be provided and the situation is not your fault, you will be refunded for that delivery.

8.3. Refunds are made to your original payment method. Refund timing depends on the payment provider and your bank.

9. The delivery and your relationship with the Driver

9.1. The Driver is an independent contractor, not an employee or agent of GENO. The Driver is responsible for performing the delivery with reasonable skill and care.

9.2. The Driver is responsible for the goods while they are in the Driver's possession or control, from collection to completed delivery. Claims for loss of or damage to goods caused by the Driver may be pursued against the Driver, and GENO will reasonably assist in resolving such matters through the Platform.

9.3. Some deliveries use a handover verification step (such as a PIN) to confirm safe delivery. You are responsible for ensuring the recipient can complete any such step.

10. Ratings and conduct

10.1. The Platform allows Senders and Drivers to rate and review each other after a delivery. Ratings and reviews must be honest, fair, and lawful, and must not be abusive, defamatory, or discriminatory.

10.2. You must behave lawfully and respectfully toward Drivers, recipients, GENO staff, and others, and must not use the Platform for any unlawful, fraudulent, or harmful purpose.

11. Liability

11.1. GENO provides the Platform on a reasonable-efforts basis and does not guarantee that it will always be available, uninterrupted, or error-free.

11.2. As an intermediary, GENO is not responsible for the acts or omissions of Drivers, for the condition of their vehicles, or for the performance of any individual delivery, beyond GENO's own obligations in these Terms (such as taking payment correctly and providing the Platform and support).

11.3. Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud.

11.4. Subject to clause 11.3, GENO is not liable for any loss of profit, loss of business, or any indirect or consequential loss, and GENO's total liability to you in connection with a delivery is limited to the amount you paid for that delivery.

11.5. Nothing in these Terms affects any statutory rights you have as a consumer that cannot be excluded under applicable law.

12. Data protection

12.1. GENO processes your personal data, and the recipient data you provide, in accordance with its Privacy Policy, which forms part of these Terms.

13. International use and local compliance

13.1. The Platform may be used in multiple countries. You are responsible for ensuring that the deliveries you book, and the goods you send, are lawful in the countries and localities involved.

13.2. These Terms apply to you regardless of your country. Where local law gives you mandatory rights that cannot be overridden, those rights apply to the extent required by law, and the remainder of these Terms continue in effect.

14. Changes to these Terms

14.1. GENO may update these Terms from time to time. The version that applies to a booking is the one in effect when you make that booking. Where changes are material, GENO will take reasonable steps to make them known.

15. Governing law and jurisdiction

15.1. These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales.

15.2. Subject to any mandatory local law that gives you the right to bring proceedings in your country of residence, the courts of England and Wales have jurisdiction to settle any dispute arising out of or in connection with these Terms.

16. General

16.1. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force.

16.2. GENO's failure to enforce any provision is not a waiver of that provision.

16.3. These Terms, together with the Privacy Policy, constitute the entire agreement between you and GENO in relation to your use of the Platform as a Sender.

17. Contact

For any question about these Terms or a delivery, contact: GENŌ Intelligentia Limited — info@genomove.com