KALM · Booking terms
These are the terms you accept when you book. They are written to be read, not skimmed past.
This is an interim version, pending legal review.
Version v0.1, in effect from 2026-07-28. It was written from the delivery partner conditions we already book under, the way the KALM service already behaves, and our published privacy positions. A reviewed version will be published with a new version number, and the version you accepted stays recorded with your booking.
KALM is a delivery service operated by OLIVER'S CRAFT LTD, trading as KALM, of The Grange, Vicarage Road, Deopham, Norwich, NR18 9DR, United Kingdom, company number 16491542. You can reach us at hello@kalm.oliverscraft.com.
When you book a delivery, your contract is with us. We arrange and pay for the carriage with a delivery partner, and we remain your point of contact for the whole journey.
We price the delivery, book it with the delivery partner that serves your route, produce the paperwork the destination country requires, and keep you informed until it arrives.
The physical carriage is performed by a delivery partner. For every route except deliveries within South Africa that is FedEx; deliveries within South Africa are carried by CourierIT. The partner's own published conditions of carriage apply to the transport itself, including their rules on transit times, service interruptions, and the maximum they will pay for a lost or damaged parcel.
We tell you which partner is carrying your parcel and give you its tracking reference. We do not pass on their commercial rates, and their conditions do not replace anything we promise you here.
For an international delivery, the description, value, material, intended use, country of manufacture and classification you give us are used to make a declaration to customs authorities in your name. You confirm they are complete and truthful to the best of your knowledge.
We never fill in a customs fact you have not supplied. If something required is missing, we ask you for it and hold the booking until it arrives, rather than guessing. That is why a booking can pause for a question — it is us refusing to declare something nobody told us.
If a declaration turns out to be wrong and a customs authority charges a penalty, holds the parcel, or refuses entry, the costs of that fall to you. We will tell you what happened and what your options are.
We do not carry anything prohibited by the delivery partner, by the export rules of the country it leaves, or by the import rules of the country it enters. Restricted goods — the kind that need a licence, a permit, or special handling — need our written agreement before you book.
We will not carry anything connected to Russia. That includes goods of Russian origin, goods containing Russian-origin inputs, a Russian sender, a Russian recipient, and a Russian delivery address. This is refused when you book, not later.
We screen senders, recipients and goods against published sanctions lists. If a screen cannot be completed, the booking stops and a person reviews it.
Import duties and taxes are paid by the person receiving the parcel. That is the standard term for every KALM self-serve booking, and it is shown to you before you pay.
We do not offer sender-paid import charges on self-serve bookings. If you need that, contact us and we will tell you whether we can arrange it for your route.
Any duty or tax figure we show you before you pay is an estimate. The final amount is decided by the customs authority in the destination country, and it can differ.
If the recipient refuses or delays paying import charges and the delivery partner bills those charges back to us, we may recover them from you, together with any return or storage costs the refusal caused. We tell you the amount and why before we take it.
The price you are shown is the price for the delivery you described. We authorise payment when you book and take it when the delivery is booked with the partner.
A delivery partner may adjust a charge after collection if the real parcel differs from the one you described — most often a different weight or size, a corrected address, storage, or a redelivery. Where that happens we recover the verified adjustment: from your KALM balance first if you hold one, then from your saved payment method.
We only ever recover an adjustment we can evidence from the partner's own billing record. Every adjustment is itemised, and you can ask us to show you the record behind it.
You are responsible for packaging the parcel so it survives normal handling, for attaching the label we give you, and for having the parcel ready at the collection address at the time you agreed.
Delivery dates and transit times we show you are the delivery partner's estimates. They are not guarantees, and customs inspections, weather and local access can move them.
If nobody is available to accept the delivery, the partner's own rules on redelivery, holding, and return apply. Costs arising from a refused or undeliverable parcel are recoverable under section 6.
Tell us within 30 days of the collection date if a parcel is lost, damaged or short. We will ask you for what the delivery partner needs to consider it — usually photographs, the packaging, and proof of what the goods were worth.
We open a claim with the delivery partner on your behalf and tell you where it has reached. We do not decide the outcome ourselves; the partner does, under their conditions of carriage.
Our liability for a lost or damaged parcel is limited to what the delivery partner accepts for it, plus the delivery charge you paid us. We are not liable for indirect losses such as lost profit, lost contracts, or the cost of a missed deadline.
Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.
You can cancel before the parcel is collected. If a label has already been produced we cancel it with the delivery partner and refund the delivery charge, keeping only costs the partner has already charged us.
We may cancel a booking if a fact turns out to be wrong, if the goods are prohibited or restricted, if a sanctions screen fails, or if we cannot get the information a customs authority requires. Where we cancel, we refund the delivery charge and tell you why.
We use your booking information to price, book, document and track your delivery, and to answer you about it. We give the delivery partner and the customs authorities only what they need for that.
Contact and address details are kept to the minimum the delivery and its paperwork require. Your account's data is isolated from every other account, and stored credentials are encrypted.
We keep booking and customs records for as long as the law requires us to be able to produce them, and no longer than we need them. The current retention schedule is published with our privacy information at /kalm/app-privacy.
You can ask us what we hold about you, ask us to correct it, or ask us to delete it, at hello@kalm.oliverscraft.com. Where a record has to be kept for a customs or tax obligation, we tell you that rather than deleting it quietly.
This is version v0.1, effective 28 July 2026. It is an interim document, written from the delivery partner conditions KALM already books under, the behaviour already built into the KALM service, and KALM's published privacy positions. It has not yet been reviewed by a lawyer.
A legal review is expected to settle four things in particular: the exact liability cap and whether declared-value cover is offered, the claim notification window and evidence list, the wording of the sanctions and prohibited-goods refusals, and the retention periods per record type.
We will publish the reviewed version with a new version number and a new content fingerprint. The version and fingerprint you accepted are recorded with your booking, so you can always see which wording applied to it.
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except where consumer law in your own country gives you the right to bring a claim there.
Version fingerprint (SHA-256): cce57b8de55b4e6ec3599cf4263c8c8e38b2bb8a86b3a914c634a903c9b7aa3b. This is recorded with your booking so you can always confirm which wording applied to it.