Terms & Conditions

1. Nature of service

Platoonix is a discovery platform connecting loaders with hauliers for backhaul transport opportunities.

We are not:

• A transport operator or haulage company
• A freight forwarder
• An employer or employment agency
• A price-setting service

We are:

• A marketplace platform connecting independent businesses
• A location-based discovery service (25-mile corridor matching)
• A payment processor (secure escrow only)
• A verification service (insurance, DVLA checks)

All users operate as independent contractors running their own businesses. Platoonix does not employ users, set prices, assign jobs, or control how transport services are performed.

2. Discovery service

How the platform works

1. Loaders post transport requirements with their budget.
2. Hauliers search using their current location and destination.
3. The platform shows loads within 25 miles of the haulier’s route (corridor matching).
4. Hauliers choose which loads suit their business.
5. The platform facilitates booking and payment (escrow).

Haulier autonomy

Hauliers have freedom to: enter any route they choose; view available opportunities; accept or decline any load; negotiate with loaders; and arrange delivery independently, subject to any agreement they reach with the loader.

Loader autonomy

Loaders have freedom to: set their own budgets; define their requirements; choose which hauliers to work with; and cancel in line with the cancellation policy below.

The platform matches users based on location proximity and posted criteria. Business decisions (pricing beyond the posted budget where agreed, timing, and how work is performed) remain with users.

3. Independent contractors

All users are independent businesses.

Hauliers and drivers

• Choose which routes to search
• Decide which loads to accept
• Set their own working hours and methods
• Control their own vehicle operations
• Maintain their own insurance and licences
• Are responsible for their own tax obligations
• Are not employees or workers of Platoonix

Loaders

• Set their own budgets
• Choose which hauliers to use
• Determine their own requirements
• Negotiate terms directly with hauliers

What Platoonix does not do

• Assign or allocate jobs to specific users
• Control how transport services are performed
• Mandate pricing or working conditions between users
• Employ any users
• Set routes or delivery methods for users
• Control working hours or schedules

4. No legal tie – platform only

Platoonix has no legal tie to any user, haulier, loader, distributor or shipper. We are not a party to any contract, agreement or arrangement between users for the carriage of goods or any other transport service. All legal relationships—including contracts, insurance, safety, compliance, and any other legal or regulatory requirements—are solely between the parties themselves (for example between the haulier and the loader or shipper). Our role is discovery, verification support, and payment facilitation as described in these terms.

5. Platform liability and user responsibilities

User responsibilities

Users are solely responsible for:

• Maintaining appropriate insurance (goods in transit, public liability, employer’s liability where applicable)
• Holding required operator licences
• Vehicle safety, maintenance, and roadworthiness
• Compliance with transport regulations and traffic laws
• Employment of their own staff
• Tax obligations (VAT, corporation tax, income tax)
• Health and safety compliance
• Accurate load descriptions and requirements

Before entering into any agreement or work with another user, you should satisfy yourself of their credentials, insurance and terms. Where we request proof of insurance or licences, that supports our verification processes and does not guarantee the validity or adequacy of coverage for your purposes.

Platform liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under the laws of England and Wales.

Platoonix provides a discovery and payment facilitation service only. Subject to the paragraph above, Platoonix is not responsible for:

• How users perform transport services
• Employment relationships between users
• Vehicle accidents, damage, or mechanical issues
• Lost, damaged, or delayed goods
• Failed or cancelled deliveries (except as our payment and refund rules expressly provide)
• Disputes between users (users resolve disputes directly; we may provide contact information or transaction records to assist)
• User compliance with laws and regulations
• Insurance coverage or operator licence validity
• Any loss of profits, revenue, business, data or goodwill, or any indirect, special or consequential loss or damage
• Law, regulation, insurance, safety, licensing or other compliance by any user or third party
• Any act or omission of hauliers, loaders, distributors, shippers or any other user or third party
• The accuracy, quality or outcome of any match, job or business done between users

Users use the discovery service at their own risk. Platoonix does not provide transport services and is not liable as a carrier, operator, or transport service provider.

Limitation of liability

Subject to the non-excludable liabilities described at the start of this section, and to the fullest extent permitted by applicable law, our aggregate liability arising out of or in connection with a specific matched transaction on the platform is limited to the amount of platform fees (loader booking fee and haulier service fee as applicable) actually paid to Platoonix for that transaction.

6. Pricing and payment

Loaders set their own budget for each load. The platform may provide optional industry guidance only; it does not set the price. Final pricing for the posted load is determined by the loader (subject to any separate agreement they reach with a haulier).

Hauliers choose which loads to accept based on the offered budget. Hauliers may negotiate directly with loaders. Any amount agreed between users beyond or instead of the posted budget is a matter for those parties.

Platform fees

• Loader booking fee: £5 minimum or 2% of the load budget (whichever is greater), as shown in the app at the time the charge applies.
• Haulier service fee: 8% of the accepted load budget (as shown in the app).

The 8% service fee covers: location-based discovery (25-mile corridor search); payment processing (secure escrow); insurance and DVLA verification; communication tools; and platform maintenance. Fees are for discovery and facilitation services only.

The platform does not take commission on amounts users negotiate between themselves outside the fee structure described in the app. If you agree a different price with another user, platform fees still apply as calculated on the basis set out in the product and these terms (typically on the accepted load budget recorded on the platform).

Payment terms

Payments are processed via Stripe. By using the platform, you agree to Stripe’s terms. We act as a payment facilitator for escrow only. Refunds (if any) are subject to our refund policy below.

Cancellation rights (Consumer Contracts Regulations)

Under the Consumer Contracts Regulations 2013, you normally have 14 days to cancel online purchases. However, as our platform provides services that begin immediately upon your acceptance of a match, you expressly agree to waive your 14-day cancellation right when you accept a job. You may still cancel jobs before collection begins as set out in Section 9 (Cancellation and no-show policy).

Refund policy

Platform fees are non-refundable once a load is matched. Loader fee may be refunded if cancelled before collection. Haulier service fee is charged in line with the product rules (including on successful delivery where applicable).

7. Account suspension and termination

We may suspend or terminate your account if you breach these terms, engage in fraudulent activity, repeatedly receive poor ratings, or fail to maintain required insurance or licences. We will notify you where reasonably possible. You may close your account at any time by contacting us.

8. Ratings and reviews

Users may rate and review each other after completed jobs. Reviews must be honest and accurate. We may remove reviews that are defamatory, abusive, or violate these terms. Ratings and reviews are opinions of individual users and do not represent our views.

9. Cancellation policy

9.1 Loader cancellation

Loaders may cancel loads at any time before the scheduled pickup time with no financial penalty.

How to cancel

• Open loads: click “Cancel” on the load in your dashboard
• Matched loads: click “Cancel job” — the job is cancelled and the load reopened automatically
• After pickup has started: contact support@platoonix.co.uk immediately

What happens when you cancel

• You receive a full refund of your payment where applicable
• The haulier is notified immediately
• If the load was matched, it is reopened for other hauliers to accept
• The cancellation is recorded on your account profile

Frequent cancellations

While there is no financial penalty for cancellation, we track cancellation rates to maintain platform quality. Loaders with high cancellation rates (for example above 20%) may:

• Receive lower priority in haulier searches
• Have their cancellation rate displayed on their profile
• Be contacted by our support team to discuss reliability concerns
• Face account restrictions if the pattern continues

9.2 Haulier cancellation

Hauliers may cancel accepted jobs at any time before pickup with no financial penalty.

How to cancel

• Click “Cancel” on the job in your dashboard
• The job is cancelled and the load reopened for other hauliers
• After collection has started: contact support@platoonix.co.uk immediately

What happens when you cancel

• The loader is notified immediately
• The load is automatically reopened for other hauliers
• The loader receives a full refund where a payment was taken
• The cancellation is recorded on your account profile

Frequent cancellations

Hauliers with high cancellation rates (for example above 15%) may:

• Have their cancellation rate displayed on their profile
• Receive fewer load recommendations
• Be contacted by our support team
• Face account restrictions if reliability does not improve

9.3 Reputation system

Both loaders and hauliers can see each other’s:

• Star rating (1–5 stars based on completed jobs)
• Number of completed jobs
• Cancellation rate (percentage of jobs or loads cancelled)
• Reviews from other users

This transparency allows both parties to make informed decisions about who they work with.

9.4 No-show policy

If a haulier fails to arrive for pickup within 30 minutes of the scheduled time without prior communication:

• The loader may report a no-show
• The job is cancelled and the load reopened as emergency priority
• The loader receives a full refund
• The haulier’s account is flagged for review
• Repeated no-shows may result in account suspension

9.5 Refund processing

All refunds are processed within 2–3 business days via the original payment method.

9.6 Dispute resolution

If you have a concern about a cancellation, contact support@platoonix.co.uk within 48 hours with details. Our team will review and respond within 2 business days.

9.7 After collection and other disputes

After collection has begun: If the loader cancels after the haulier has collected the goods, the loader must pay the full agreed amount unless otherwise agreed. The haulier will complete delivery to the original destination unless alternative arrangements are mutually agreed.

If the haulier cancels after collection, they must return the goods to the pickup location at their own expense where applicable. The loader may receive a full refund of eligible fees.

Non-delivery or delays: If goods are not delivered within a reasonable time after collection, or if delivery is significantly delayed without valid reason, payment may be withheld pending investigation.

Damaged or lost goods: Resolution is between parties and insurers where applicable; Platoonix is not liable for cargo (see Sections 5 and 6).

Rejected deliveries: Return and costs may be negotiated between parties.

General disputes: See Section 5 (Platform liability and user responsibilities).

9.8 Multi-tier delivery verification

We offer four verification methods so drivers and loaders can complete delivery in different situations.

Tier 1: QR code (instant payment)

• The loader receives a unique QR code when a load is matched.
• The driver scans the code (or enters the same text) and uploads proof.
• When valid and unused, payment can be released to the haulier immediately.

Tier 2: App code verification (instant payment)

• The driver requests a delivery code from the app.
• The system generates a six-digit code and sends it to the loader via:
  • In-app notification (bell icon on the loader dashboard)
  • Email backup to the loader company contact (if the loader is not in the app)
• The loader checks that delivery is actually present, then gives the code to the driver.
• The driver enters the code and uploads proof; the system verifies the code and can release payment immediately.
• Codes expire after a short period (typically 15 minutes).
• Cost: free — uses the existing notification system (no SMS charges).

Security: loaders should verify the delivery is actually at their location before providing the code. Do not give the code if the delivery has not arrived or something is wrong — contact support instead.

Tier 3: GPS photo (instant payment)

• The driver uploads an image with embedded GPS near the delivery postcode and a recent timestamp.
• If checks pass, payment can be released immediately.
• If checks fail, the flow may fall back to manual verification.

Tier 4: Manual (typically within 48 hours)

• The driver uploads proof; the loader is asked to confirm.
• If the loader does not respond in time, confirmation may be applied automatically after the stated deadline.
• Disputed cases may be reviewed by support.

Drivers should use the strongest method available (QR or SMS when the loader is present, GPS when appropriate, manual as a fallback).

11. Smart Matching Algorithm

11.1 How load matching works

When a haulier searches for backhaul loads, our matching logic sorts results using multiple factors so the best options appear first:

Matching priority order

Loads are excluded from results if:

• The load is outside the search radius (road miles from your search origin, or along the empty→base corridor when you set a destination).
• Vehicle type does not match the load requirement (e.g. load needs artic, your vehicle is rigid) where a type is specified.
• Required equipment is missing (e.g. load needs tail lift or ADR, your vehicle does not have it).
• Load weight exceeds your vehicle’s maximum weight capacity, or load volume exceeds your vehicle’s volume capacity — only when those capacities are set on the vehicle.

Perfect matches (shown first):

• Vehicle type matches the load requirement where specified.
• All required equipment flags are satisfied.
• Weight and volume are within your vehicle limits when you have entered capacities.
• Trailer type matches the load preference where specified.

Near matches (shown second):

• All hard requirements above are met (including distance), but the trailer type on your vehicle does not match the load’s stated trailer preference — you may still be able to run the job; the platform flags this so you can decide.

Results are sorted: perfect matches first, then by distance (closest pickup first within each tier).

What we don’t use (and why)

• Date posted: We do not push older loads above newer ones purely by posting time. Visibility is driven by compatibility and distance, not recency alone.
• Payment amount: We do not sort by highest budget first. That avoids giving an unfair advantage to loaders with larger posted budgets.
• Paid promotions: There are no paid “featured” or “priority” slots in organic search results — the same rules apply to every load.
• Random ordering: Results follow a deterministic sort (match quality, then distance), not arbitrary shuffling.

11.2 Benefits of smart matching

For hauliers

• See loads you can realistically run with your vehicle and equipment
• Shorter diversions when multiple loads qualify
• Less time scrolling past incompatible work
• Specialist kit (e.g. temp, ADR) pairs with loads that need it

For loaders

• Nearby, suitable vehicles see your load earlier
• Fair visibility without paying for placement
• Specialist loads reach operators who can actually do the job

11.3 Corridor matching

When a haulier searches with both an origin and a destination (return corridor), we combine corridor-based suggestions with origin-based matches: loads along or near the planned route can appear with corridor-aware distances, still subject to vehicle/load compatibility and the same sort principles (match quality first, then distance).

Example: A run from Manchester toward Birmingham may surface pickups and drops that fit the corridor home, prioritising workable diversions over random listings.

11.4 Algorithmic transparency

Our matching is intended to be understandable: same inputs and data should yield the same ordering. We do not sell ranking positions. Core signals are vehicle/load fit (including hard equipment requirements), then road distance.

The implementation uses a two-level sort equivalent to:

results.sort(key=lambda x: (not x.is_perfect_match, x.distance_miles))

Required vehicle type (when set on a load) is enforced as a hard filter. is_perfect_match then reflects trailer/equipment alignment among compatible loads, and distance_miles is road miles to pickup (or corridor-adjusted where applicable).

11.5 Future enhancements

We may add optional filters or preferences (e.g. urgency, user-selected sort keys). Core principles remain: fit your vehicle and route first; we do not intend to introduce pay-to-rank organic listings.

11.6 Questions about matching

Email support@platoonix.co.uk.

12. Confidentiality and non-disclosure

By using the platform you agree to keep confidential any confidential information you receive through Platoonix (including but not limited to business details, routes, pricing, customer names and contact details) and not to disclose it to any third party without the consent of the person who shared it, except as required by law. This applies both during and after your use of the platform. For full confidentiality and non-disclosure terms, see our Confidentiality & Non-Disclosure page.

13. Acceptable use of the discovery platform

By using Platoonix you agree to these terms. The discovery platform and payment tools are provided “as is”. We aim to keep them available and accurate but do not guarantee uninterrupted or error-free operation. We may change these terms or the platform from time to time; continued use after changes means you accept the updated terms. If you do not agree, you must stop using the platform.

You must be 18+ to use the platform. By registering, you confirm you meet this requirement.

13a. Prohibited use

You must not use the platform to:

• Post false or misleading information about loads, vehicles, or credentials
• Circumvent applicable platform fees by arranging payment for a matched load outside the platform in order to avoid fees legitimately due under these terms
• Transport illegal goods or goods requiring special licences you do not hold
• Harass, threaten, or abuse other users
• Scrape or collect data for commercial purposes without permission

Violation may result in account termination and legal action where appropriate.

14. Data protection

We process personal data in accordance with UK data protection law (UK GDPR and Data Protection Act 2018) to operate the discovery service, facilitate payments, and meet our legal obligations. Platoonix Ltd is registered with the Information Commissioner's Office (ICO Registration: ZC115501). For what we collect, why, and your rights, see our Privacy Policy.

15. Statutory rights

If you are a consumer, nothing in these terms affects your statutory rights under UK law. If you are a business user, you confirm that you have authority to bind your organisation to these terms.

14. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms or the platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact

For questions about these terms, contact us using the details provided in the app or on our website.