Terms and Conditions

Last Updated: 23 June 2025

1. Introduction

Welcome to NeednGo! These Terms and Conditions ("Terms") govern your use of our website, platform, and services (collectively, "Services"). By creating an account or using our Services, you agree to be bound by these Terms. NeednGo ("we", "us", "our") provides a platform to connect users who wish to request the purchase and delivery of an item ("Requesters") with users who are travelling and willing to fulfil these requests ("Helpers").

2. The NeednGo Service & Our Role

2.1. Nature of the Platform

NeednGo is a neutral technology platform that provides a peer-to-peer marketplace to connect Requesters and Helpers. We are not a courier, logistics provider, retailer, personal shopper, or a party to any agreement made between users. Our sole role is to provide the platform and act as a limited payment collection agent to facilitate the financial transaction between users.

2.2. No Guarantee or Endorsement

We do not have control over the quality, safety, legality, or any other aspect of the items requested or the services provided by Helpers. We do not endorse any user of our Service and do not conduct background checks. The contract for the purchase and delivery service is strictly between the Requester and the Helper.

2.3. User Responsibility

You acknowledge that your decision to enter into a transaction with another user is at your own risk. NeednGo has no responsibility or liability for any actions or inactions of its users.

3. User Accounts and Responsibilities

3.1. Eligibility and Account Information

You must be at least 18 years old to create an account. You agree to provide accurate, current, and complete information during the registration process.

3.2. Requester Obligations

You are responsible for accurately describing the item you wish to acquire, including (where applicable) model numbers, colors, and sizes. You agree not to request items that are illegal, dangerous, or prohibited by customs or airline regulations. You acknowledge that vague or ambiguous requests may impact the outcome of a dispute.

3.3. Helper Obligations

You are responsible for making a best-faith effort to purchase the correct item as requested and for its safe transport. You must provide a clear photo of the official receipt and a clear photo of the purchased item for review. You agree to comply with all customs and import/export laws of both the origin and destination countries. You act as an independent contractor and not as an employee of NeednGo.

4. Financial Terms

4.1. Role as Payment Agent

You acknowledge and agree that NeednGo acts as a limited payment collection agent for the sole purpose of accepting funds from Requesters and transmitting those funds (less applicable fees) to Helpers upon confirmation of a completed transaction. Our obligation to pay the Helper is conditional upon the successful receipt of the associated payment from the Requester.

4.2. For Requesters

  • When you accept an offer from a Helper, you agree to a Payment Authorization for the maximum total cost (item budget + helper reward + platform fee).
  • This is a hold on funds, not an immediate charge.
  • The final charge will be captured from your authorized payment method only after you have confirmed physical receipt of the item by clicking the '[I Have Received My Item]' button on the platform. The charge will be adjusted to the actual item cost if it is lower than your budget, based on the valid receipt and item proof you previously confirmed.

4.3. For Helpers

  • 4.3.1. Payouts via Stripe Connect: For users in countries supported by our payment partner, Stripe, payouts are processed automatically. To receive payouts, you must create and maintain a Stripe Connected Account and agree to their terms.
  • 4.3.2. Manual Payouts for Unsupported Regions (e.g., Taiwan): For users in countries not supported by Stripe Connect, you acknowledge and agree that payouts will be processed manually by NeednGo to the local bank account you provide. You are responsible for providing accurate and complete bank account information. You agree that NeednGo is not liable for any delays or failures in payment resulting from incorrect information provided by you. Payouts will be processed in batches and may take 3-5 business days to arrive after the transaction is marked as complete.
  • 4.3.3. General: In all cases, you will be reimbursed for the verified actual cost of the item and will receive the agreed-upon reward, minus our platform fee. Please note: The actual payout you receive may be reduced by Stripe or Payoneer payment processing fees and currency conversion fees, depending on your country and payout method.

4.4. Platform Fees

We charge a service fee to both Requesters and Helpers for the use of our platform and to cover costs like payment processing and dispute resolution. These fees will be clearly displayed to you before you commit to a transaction.

5. Prohibited Items

You may not use the Service to request or deliver illegal drugs, weapons, counterfeit goods, live animals, currency, alcohol, tobacco, or any items prohibited by law or transportation regulations (including IATA regulations for air travel). Users are solely responsible for ensuring their requested items are legal in both the origin and destination locations. A comprehensive list of prohibited items can be found on our [Prohibited Items Page].

6. Release of Liability for User-to-User Transactions

BECAUSE OUR SERVICES ARE MERELY A PLATFORM, IN THE EVENT THAT YOU HAVE A DISPUTE WITH ONE OR MORE USERS, YOU HEREBY RELEASE NEEDNGO, ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS FROM ANY AND ALL CLAIMS, DEMANDS, AND DAMAGES (ACTUAL AND CONSEQUENTIAL) OF EVERY KIND AND NATURE, KNOWN AND UNKNOWN, SUSPECTED AND UNSUSPECTED, DISCLOSED AND UNDISCLOSED, ARISING OUT OF OR IN ANY WAY CONNECTED WITH SUCH DISPUTES.

You acknowledge and agree that NeednGo is not liable for any loss or damage to an item during purchase, transit, or at the point of delivery. The responsibility for the item's safety and condition rests solely with the Helper until it is successfully delivered to the Requester.

7. Limitation of Liability

7.1. General Limitation

TO THE FULLEST EXTENT PERMITTED BY LAW, IN NO EVENT SHALL NEEDNGO BE LIABLE FOR ANY DAMAGES WHATSOEVER, WHETHER DIRECT, INDIRECT, GENERAL, SPECIAL, COMPENSATORY, CONSEQUENTIAL, AND/OR INCIDENTAL, ARISING OUT OF OR RELATING TO THE CONDUCT OF YOU OR ANYONE ELSE IN CONNECTION WITH THE USE OF THE SERVICE, INCLUDING WITHOUT LIMITATION, BODILY INJURY, EMOTIONAL DISTRESS, AND/OR ANY OTHER DAMAGES RESULTING FROM COMMUNICATIONS OR MEETINGS WITH OTHER USERS OR PERSONS YOU MEET THROUGH THE SERVICE.

7.2. No Liability for Items

NEEDNGO ACCEPTS NO LIABILITY FOR ANY LOSS, DAMAGE, THEFT, OR DELAY OF ANY ITEM. THE HELPER IS SOLELY RESPONSIBLE FOR THE ITEM FROM THE POINT OF PURCHASE UNTIL THE POINT OF CONFIRMED DELIVERY. ANY INSURANCE FOR THE ITEM IS THE SOLE RESPONSIBILITY OF THE USERS.

8. Dispute Resolution, Confirmations, and Deadlines

8.1. Dispute Mediation

In the event of a dispute between a Requester and a Helper, NeednGo, in its sole discretion, may offer a non-binding mediation process to assist users in resolving the dispute. We are under no obligation to resolve disputes between users. You agree to cooperate with NeednGo in good faith to resolve the dispute.

8.2. User Confirmation Obligations

You acknowledge and agree that the Service requires a two-step confirmation process.

  • Step 1 (Item Confirmation): The Requester must review the receipt and proof of item photos provided by the Helper and confirm their correctness to proceed to delivery. By confirming, the Requester agrees that the provided evidence appears to be correct.
  • Step 2 (Delivery Confirmation): The Requester must confirm they have physically received the item to trigger the final payment capture and Helper payout.

8.3. Unresponsive Requesters

If a Helper has submitted valid proof of purchase and the Requester fails to complete the Item Confirmation (Step 1) within 72 hours of the request deadline, the Requester may be sent automated reminders. If the Requester remains unresponsive, you agree that NeednGo, at its sole discretion, may review the available evidence (including receipt, item photos, and chat logs) and act as an agent on the Requester's behalf to confirm the item's correctness to facilitate the completion of the transaction. This measure is in place to ensure fair compensation for Helpers who have acted in good faith.

8.4. Expired and Unfulfilled Requests

If a Helper fails to upload proof of purchase by the specified request deadline, the transaction will be automatically cancelled. The Payment Authorization hold on the Requester's payment method will be released. NeednGo is not liable for any loss or inconvenience resulting from such a cancellation.

8.5. Finality of Decision

Notwithstanding our assistance, you acknowledge that NeednGo's role is purely advisory and that the ultimate resolution of a dispute is between the users. NeednGo reserves the right to suspend or terminate the accounts of users who fail to cooperate in good faith.

9. Intellectual Property Rights

All content and materials on the Service, including the NeednGo logo, design, text, and graphics, are the property of NeednGo. You may not use these without our prior written permission. Content uploaded by users ("User Content"), such as request photos and descriptions, remains the property of the respective user. However, by uploading User Content, you grant NeednGo a worldwide, non-exclusive, royalty-free license to use, reproduce, and display that content in connection with providing the Services.

10. Termination

We may suspend or terminate your access to the Services at any time, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms. Upon termination, your right to use the Service will immediately cease.

11. Changes to Terms

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will provide at least 30 days' notice prior to any new terms taking effect by posting the updated terms on our website. What constitutes a material change will be determined at our sole discretion.

12. Governing Law

These Terms shall be governed by the laws of England and Wales, without regard to its conflict of law provisions.