Terms of service

These terms form the agreement between you and Fetch Ventures Ltd, a company registered in England and Wales under number 17017140, whose registered office is 167-169 Great Portland Street, London W1W 5PF ("Fetch"), when you use the website or the app. Sending an order constitutes acceptance of these terms.

Fetch Ventures Ltd is established in the United Kingdom. The service is aimed at the public in France and French consumer law applies in full to consumers resident in France, whatever the company's country.

For any question, write to hello@fetch-france.com.

1. What Fetch is

Fetch is a platform connecting customers with independent runners in Paris. The runner collects an item from one address and delivers it to another. Fetch is not a transport company, does not employ the runners and does not take possession of the item at any point.

Fetch provides the matching, the pricing, the route, the tracking, the collection of payment and the rules that apply to both parties. If an order goes wrong, Fetch is your point of contact.

The transport contract is concluded between you and the runner. Fetch acts as the runner's agent: Fetch books the order in their name and on their behalf and collects the price of the transport for them, which is paid over to them. The Fetch fee, shown separately before you confirm, pays for the booking and tracking service and is owed to Fetch in its own right. The receipt names the runner as the provider of the transport and Fetch as the agent.

2. Your account

You need an account to send an order. You sign in with an email address and you are responsible for the activity on your account. You must be at least 18 years old: Fetch does not ask its customers for an identity document and takes you at your word on this. The name and phone number you provide must be accurate: a runner unable to reach the customer at the handover address is the most common cause of a failed order.

3. Price and payment

Before you send an order, the app shows a single all-in price, calculated from the published price list and the real route between the two addresses: a base fare, an amount per kilometre, an amount per minute of waiting, a surcharge for heavy items and a service fee. Depending on the order it can also include an express surcharge (€3.00 or €10.00, half of which goes to the runner), an amount per additional stop (€2.00 per stop, 5 addresses at most per order) and, where it applies, the Fetch Protection contribution. The total is rounded to the nearest 50 cents and does not fall below the minimum fare. The current figures are on the home page of the website (price calculator) and on the Services page, read directly from the billing system.

When you send the order, a hold is placed on your card. This is an authorisation, not a payment. The charge takes place at handover, once the delivery code has been entered. If the order does not take place, the hold is released and nothing is charged.

Tips are optional and go to the runner in full. Fetch takes nothing from them.

Ratings

After an order, the customer rates the runner from 1 to 5 and the runner rates the customer the same way. Every account starts at 5.00; the first real rating replaces that value rather than averaging into it. Neither party sees the rating the other gave for a specific order. The runner sees your average and the number of orders you have placed before setting off, and you see theirs.

A low rating has no consequence by itself. A persistently low average, or serious conduct, can lead Fetch to decline further orders, on either side. You are informed beforehand and may respond. No decision is made automatically on the basis of a rating alone: the decision is made by a person, and you can write to them.

4. Cancellation and nobody at the pickup

• While a runner is still being sought, cancellation is free. The authorisation is released and nothing is charged.
• Once a runner has accepted, cancelling costs €2.00 for the first 10 minutes. The runner has just set off: they have lost a few minutes, not their trip.
• Past 10 minutes on the road, cancelling costs €6.00. The runner has ridden a real distance towards the pickup and will be paid for no mission at all.
• Purchase & Fetch: if the item has already been bought, cancelling is charged at the real price paid in the shop, plus €6.00. The runner paid that money out of their own pocket, and the item is handed over to you.
• Once the item has been collected, cancellation is no longer possible in the app. Raise a support request; it is handled directly by a person at Fetch.

If no runner accepts the order, it ends, the authorisation is released and nothing is charged. If the runner has to stop mid-order, the order is immediately offered to other runners, the agreed price stays unchanged and a credit of €2.00 is applied automatically.

If the item turns out to be well over the declared weight, the runner may refuse to take it. The order ends and whichever cancellation fee applies at that moment is charged.

71% of these fees go to the runner, with Fetch keeping 29% to cover the bank charges taken on every capture. On a Purchase & Fetch already bought, the price of the item is paid to the runner in full: that money is theirs, not Fetch's.

Nobody at the pickup, which is not a cancellation. If you, or the person named at the pickup, cannot be reached and the runner has waited 10 minutes on the spot, the mission ends and the agreed price is charged in full, as though it had happened, plus the waiting. The first 5 minutes of waiting are still free, exactly as on any other mission: being a few minutes late costs nothing. After that, waiting is charged at the usual rate, because the runner travelled and spent that time at your door. They are paid in full for both.

5. Right of withdrawal

A Fetch order is a service, carried out within the hour of your request. The law normally gives you fourteen days to withdraw from a distance purchase, and asks you, when you want the service to start immediately, to expressly give up that period.

This is why the box you tick before sending an order says two things: you ask for the mission to start immediately, and you acknowledge that once the mission has been fully carried out your right of withdrawal is exhausted (article L221-28 1° of the French consumer code). Until the mission is finished, cancellation remains available under section 4 above, which is more favourable than withdrawal because it is immediate.

Fetch Pro is a subscription rather than a mission: it is not performed immediately, and the fourteen day right of withdrawal applies to it in full. Write to hello@fetch-france.com within fourteen days of subscribing and the subscription is refunded in full, less any booking fees already avoided on orders placed during that period.

6. Declared value and Fetch Protection

When you send an item, you declare its value. The app enforces a maximum declared value per order, shown at the time of booking.

Fetch Protection is optional for items worth €300.00 or less. It becomes compulsory once the declared value goes above €300.00. Fetch protects items up to €2,000.00.

The contribution is 1.5% of the declared value and is shown before payment. A €25.00 participation applies to each claim. Fetch owes the reimbursement, capped at the declared value and at €2,000.00, less the €25.00 participation.

Once the declared value goes above €300.00, the order cannot be completed without Fetch Protection: the app refuses it. No item may be declared above €2,000.00, with or without Fetch Protection.

Declare the value accurately: if an item is lost or damaged, any compensation is limited to the declared value. An item declared at 20 € that was worth 900 € will not be compensated at 900 €.

7. Purchase & Fetch

On a Purchase & Fetch order the runner buys the goods on your behalf and delivers them to you. At booking you set a maximum authorised budget. That budget is a hard limit: the runner cannot spend beyond it under any circumstances without your express approval, which is requested in the app before anything is paid.

A hold slightly larger than your budget is placed on your card to cover the delivery and the fees. That margin is reserved, not spendable: it does not increase what the runner may pay at the cashier.

The merchant's receipt is proof of the final purchase amount. The runner photographs it and it is attached to the order.

For Purchase & Fetch, the maximum purchase is €500.00. The protected value is the final amount on the merchant's receipt. Fetch Protection is optional up to and including €300.00 and compulsory above €300.00. The contribution is 1.5% of the final receipt, with a €25.00 participation per claim. Protection starts when the merchant hands the goods to the runner and ends when they are delivered to the customer. If the final amount goes above €300.00 when Fetch Protection was not planned, the customer's approval must be obtained and the protection activated before payment at the cashier.

That approval activates Fetch Protection, and the final contribution is then calculated on the receipt amount. Fetch owes the reimbursement, capped at the receipt amount and at €500.00, less the €25.00 participation.

You are charged the actual receipt amount, the delivery and the handling fee. The balance of the hold is released.

The seller of the goods is the shop, not Fetch: the runner buys on your behalf and you own the goods from the moment they are bought. Fetch does not take back and does not refund goods bought for you. A return, an exchange or the legal guarantee of conformity are settled directly with the shop, on presentation of the receipt handed to you with the goods. The box you tick before sending the order says so.

8. Items we do not carry

Some items cannot be carried or bought on the platform, either because the law prohibits it or for safety reasons. Refused items include: cash, cheques and payment cards, wallets and bags containing them, jewellery, precious stones and precious metals, prescription medicines, alcohol, tobacco, electronic cigarettes and nicotine products, weapons, ammunition, fireworks and explosives, fuel, gas cartridges, solvents and hazardous chemicals, illegal drugs, stolen goods and counterfeits, biological samples, clinical waste and medical material, anything that has to stay cold, including fresh meat, fish and frozen food, and any item worth more than €2,000.00.

Fetch never carries or buys alcohol, tobacco, vapes or nicotine products, whatever your age.

Prescription medicine is refused: a pharmacist has to hand it to the named patient. The rest of the pharmacy travels, in its sealed bag, which the runner does not open and gives no advice about.

Some items are not prohibited but travel under a condition. Electronics and fragile items travel up to €2,000.00 if they are packed for the journey. Badly protected, they are turned down at pickup. Non-prescription medicines in a sealed pharmacy bag, pets under the animal safety rules, and food that does not need controlled temperature are also accepted.

Identity papers, official documents and work files travel in a sealed envelope. The runner does not open it and hands it over in person against a code.

The full list and the reasons are on the prohibited items page, which you confirm you have read each time you send an order. If a prohibited item is sent anyway, the runner may refuse it or hand it to the authorities where the law requires, the fare is charged and the account may be closed.

9. Presence at both ends

An order requires a person to hand the item over and a person to receive it. Provide door codes, floors and instructions, and remain reachable by phone. A runner's waiting time is charged at the published rate, at every address where they are kept waiting: the pickup, any stop along the way and the delivery. A few minutes are free at each address; after that the meter runs. If nobody appears, the runner may end the order and the work done is charged.

10. Runners are independent

Runners are self-employed. They choose which orders to accept and when to work, and they are neither employees nor agents of Fetch. Each runner is approved individually before going online: a person examines their identity document, their registration and insurance papers and, where it applies, their work authorisation. They may be removed from the platform for breaching these rules. Runners accept their own terms when they apply.

Fetch acts as a transparent intermediary: the runner provides the transport service to you and Fetch takes a commission on it. The runner alone is responsible for declaring their VAT status and must notify Fetch immediately of any change. Fetch issues invoicing documents on the basis of the information the runner has declared and asks them to reconfirm it once a year.

Fetch nonetheless stands guarantor to the customer for the proper performance of the order. Any claim is addressed to Fetch, and any reimbursement provided for by these terms, including under Fetch Protection, is owed by Fetch in its own name.

This independence has practical substance. The runner sets the rate below which they will not ride, and orders paying less are not offered to them. Refusing an order has no consequence and the dispatch system keeps no record of it. The runner has no imposed hours, may work for other platforms, including competitors, and provides their own equipment. Fetch may remove a runner from the platform only for a specific breach of safety or legality, or a verified customer complaint, never for refusing orders, and always with the reason in writing.

11. When something goes wrong

Raise a support request from your account or write to hello@fetch-france.com, quoting the order code. The request is reviewed by a person with the full record in front of them: the route, the timestamps, the handover photos and the codes entered. Report the problem within 2 days of the order where possible.

Where an order failed because of Fetch or a runner, Fetch puts it right: a refund of the fare, a credit, or compensation for a lost or damaged item up to the declared value and within the cap. Where the loss results from an external cause, or from an item that should not have been sent through Fetch, no compensation is due.

Fetch is not liable for indirect losses, such as lost profit, a missed appointment or a missed connection. Fetch's total liability for any one order is limited to the declared value of the item plus the fare paid. These limitations do not apply where French law does not permit liability to be limited, including in cases of gross or wilful misconduct.

12. Proper use of the service

You may not use Fetch to break the law, to harass a runner, to send an item on the prohibited list or to move goods you have no right to move. You may not book orders you have no intention of receiving. Fetch may suspend or close an account that does any of this.

13. Changes to these terms

These terms may be updated. The version that applies to an order is the one published when it was sent. The date at the top of the document indicates the last change.

14. Governing law and jurisdiction

These terms are governed by French law. Failing an amicable resolution, the courts of Paris have jurisdiction. Consumers retain every right granted by French consumer law, including the right to bring a claim before the courts of their place of residence and the right to use a consumer mediation service free of charge.

In accordance with articles L.612-1 and L.616-1 of the French consumer code, the designated consumer mediator is CM2C, 49 rue de Ponthieu, 75008 Paris, cm2c.net. The mediator can only be engaged after a prior written complaint to hello@fetch-france.com has gone without a satisfactory answer within a reasonable time.

These terms are written in French. The French version is the original and prevails over any translation if the two differ.