Terms of service

Last updated 26 July 2026

These terms are the agreement between you and Fetch when you use the website or the app. By sending a mission you accept them.

1. What Fetch is

Fetch is a platform. We connect you with independent runners in Paris who collect an item from one address and bring it to another, or who buy something for you and bring that. We are not a transport company, we do not employ the runners, and we do not take possession of your item at any point.

What we do provide is the matching, the pricing, the route, the tracking and the payment, and the rules that both sides have to follow. When a mission goes wrong, we are the ones you deal with.

2. Your account

You need an account to send a mission. You sign in with an email address, and you are responsible for what happens on your account. You must be at least 18 years old. Please give us a real name and a real phone number: a runner standing at a locked door with no way to reach you is the single most common way a mission fails.

3. The price and how you pay it

Before you send a mission the app shows you one all-in price. It is worked out from our published price list and the real route between the two addresses: a base fare, an amount per kilometre, an amount per minute the runner has to spend waiting for you, and an errand fee if the runner is buying something. The total is rounded to the nearest 50 cents and never falls below the minimum fare. The current figures are on the pricing page, read live from the same system that charges you.

When you send the mission we authorise your card. That is a hold, not a payment. The money only moves when the item is handed over and the delivery PIN is entered. If the mission never happens, the hold is released and nothing is taken.

In errand mode you also pay for the goods themselves. The runner pays at the till, photographs the receipt, and you are charged what was actually spent, within the budget you set. If the shop turns out to be more expensive than your budget, the runner contacts you before spending anything.

A tip is entirely optional and goes to the runner in full. We take nothing from it.

4. Cancelling

• While we are still looking for a runner, cancelling is free. The authorisation is released and you are charged nothing.
• Once a runner has accepted, there is a call-out fee of 2,00 €. It goes to the runner, who has already set off towards the pickup. We keep none of it.
• Once the item is in the runner's hands, you cannot cancel in the app. Something has to happen to the item at that point, and a form cannot decide what. Raise a support ticket and a person at Fetch will deal with it directly.

If we cannot find a runner at all, the mission ends by itself, the authorisation is released, and you are charged nothing. If your runner has to stop mid-mission, the mission is offered to other runners immediately, your price stays exactly what you agreed, and a credit of 2,00 € is applied to that mission automatically.

5. Declared value and what it means

When you send an object you tell us what it is worth. During the pilot the app enforces a maximum declared value per mission, shown to you as you book. That cap is not a formality: it is the honest limit of what we can put right ourselves if something goes wrong.

Declare the value accurately. If an item is lost or damaged, what we can do is bounded by the declared value, and an item declared at 20 € that was really worth 900 € cannot be made right at 900 €. If your item is worth more than the cap, please do not send it through Fetch. Use an insured specialist courier instead. We would rather lose the mission than lose your grandmother's ring.

6. What we will not carry

Some things are not allowed on the platform, either because the law says so or because they are not safe to move this way. That includes cash and payment cards, jewellery and precious metals, identity and official documents, high value electronics above the declared value cap, prescription medicines that a pharmacist must hand over in person, alcohol and tobacco to anyone under 18, weapons, live animals, hazardous goods, anything needing a cold chain, and anything illegal.

The full list with the reasoning is on the prohibited items page, and you confirm you have read it each time you send a mission. If you send a prohibited item anyway, the runner may refuse it or hand it to the authorities where the law requires, you will be charged the fare, and we may close your account.

7. Being there at both ends

A mission needs somebody to hand the item over and somebody to receive it. Give us door codes, floors and instructions, and answer your phone. If a runner waits, the waiting time is charged at the published rate. If nobody appears at all, the runner may end the mission and you will be charged for the work done.

8. Runners are independent

Runners on Fetch are self-employed. They choose which missions to accept and when to work, and they are not our employees or agents. They are approved by hand before they can go online, and they can be removed from the platform if they break these rules. Runners agree to their own set of terms when they apply.

9. When something goes wrong

Raise a support ticket from your account page, or write to bonjour@fetch-france.com. Tell us the mission code. A person reads it with the whole mission in front of them: the route, the timestamps, the handover photos and the PIN records. Please do it within 14 days of the mission, while the evidence is still fresh.

Where a mission failed because of something we or a runner did, we will put 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 pilot cap. Where the loss was caused by something outside our control, or by an item that should never have been sent through Fetch, we cannot.

We are not liable for indirect losses such as lost profit, a missed appointment or a missed connection, and our total liability for any one mission is limited to the declared value of the item plus the fare you paid. Nothing here limits liability that French law does not allow us to limit.

10. Using the service properly

Do not use Fetch to break the law, to harass a runner, to send anything on the prohibited list, or to move goods you have no right to move. Do not book missions you have no intention of receiving. We can suspend or close an account that does any of this.

11. Changes to these terms

We may update these terms as the service grows out of the pilot. The version in force for your mission is the one published when you sent it, and the date at the top of this page tells you when it last changed.

12. Law and jurisdiction

These terms are governed by French law. If we cannot resolve a dispute between us directly, the courts of Paris have jurisdiction. If you are a consumer, you keep every right French consumer law gives you, including the right to bring a claim where you live and the right to use a consumer mediation service.

Questions about any of this go to bonjour@fetch-france.com. We answer them ourselves.