Terms of service · Kinetic

1. About these terms

These terms apply when you use the prep, storage and shipping services of Kinetic Fulfilment Ltd (“Kinetic”, “we”, “us”), a company registered in England and Wales with company number 16775466 and registered office at 167–169 Great Portland Street, 5th Floor, London W1W 5PF.

By opening an account you agree to these terms. We may update them from time to time and will tell you by email at least 30 days before any change that affects you takes effect.

2. Our services

We receive your stock, check it in, prepare it to Amazon’s requirements (including labelling, polybagging, bubble wrap, bundling and dangerous goods where agreed) and ship it to Amazon or another destination you tell us. We may also store your stock between shipments.

You’re responsible for the accuracy of the information you give us, including shipment plans, quantities, product details and any dangerous goods information.

3. Plans, fees and billing

• You choose a plan: KineticZero (no monthly fee), Kinetic+ or KineticX. Kinetic+ and KineticX are billed monthly or annually, and include 10p off every standard unit, bundle and oversized unit. Annual plans are paid up front and give you 51% off the monthly plan price.
• KineticZero and monthly plans: we require a minimum £100 spend to open an account. It’s taken when you join and added to your account as credit, used against your first £100 of fees. It isn’t an extra charge, but it is non-refundable. Annual plans don’t require it.
• Unit and service fees are charged at the rates on our pricing page at the time the work is done. We’ll give you at least 30 days’ notice of any price change.
• We send one invoice a month. KineticZero is invoiced on the 1st of the month and paid by bank transfer. Kinetic+ and KineticX are invoiced through Stripe on the date you choose, and you can pay by debit or credit card with no processing fee.
• We are not VAT registered, so no VAT is added to our prices.
• If an invoice isn’t paid when due, we may pause work and hold stock until it’s paid.

4. Changing or cancelling your plan

• You can upgrade your plan at any time. The new plan price applies from your next billing date.
• You can downgrade or cancel with 30 days’ notice by emailing us. Annual plans are non-refundable after 14 days.
• The £100 opening balance is non-refundable, including any part that’s unused when you close your account.
• When your account closes, you must arrange collection or onward shipment of any remaining stock within 30 days. See “Storage”.

5. Turnaround times and our guarantee

• Ready-to-ship times by plan: KineticZero 48–72 hours, Kinetic+ 24–48 hours, KineticX same day.
• Turnaround guarantee: on Kinetic+, if we miss 72 hours, and on KineticX, if we miss 24 hours, you don’t pay the prep fee for that shipment.
• Times are measured from when your stock is checked in and your shipment details are complete in the portal and count working days.
• The guarantee doesn’t apply where a delay is caused by missing or incorrect information from you, stock that doesn’t match what was booked in, Amazon or carrier delays, or events outside our reasonable control.

6. Sending us stock

• Every client has a permanent client code. Please add it to the delivery name or shipping address on every supplier order so we can match stock to your account.
• Book every delivery into the portal before it arrives. Stock that arrives without a booking or client code may take longer to check in.
• Tell us about any dangerous goods, fragile items or special requirements before they’re sent. We may refuse items we can’t safely handle.
• Don’t send us anything illegal, counterfeit, hazardous without prior agreement, or that breaches Amazon’s policies.

7. Confidentiality and our no-seller rule

• We treat everything you share with us as confidential, including your suppliers, supplier invoices and prices, sourcing methods, products, deals, sales and inventory data.
• We only use this information to provide our services to you. We never share it with anyone else, except the services we need to run your account (see our privacy policy) or where the law requires it.
• No-seller rule: no one at Kinetic, including our staff and directors, sells on Amazon or uses client information to source, buy or sell products.
• Our team is bound by confidentiality obligations. On request, we’ll sign a separate non-disclosure agreement with you.
• These obligations continue after your account closes.

8. Receiving, discrepancies and damage

We count stock against your booking and report any shortages, overages or visible damage through the portal within 2 working days of check-in. Claims against your supplier or carrier for stock that arrives short or damaged are your responsibility, but we’ll provide photos and records to help.

9. Storage

• Each plan includes free storage: 14 days on KineticZero, 30 days on Kinetic+ and unlimited on KineticX.
• After your free period, storage is charged at £90 per cubic metre per month.
• If fees remain unpaid for 60 days, or stock is left after your account closes for more than 60 days, we may dispose of or sell the stock to recover costs after giving you written notice.

10. Amazon and third parties

We prepare stock to Amazon’s published requirements at the time. We’re not responsible for Amazon’s own decisions, delays, fees, receiving errors or policy changes, but we’ll help you raise and chase claims where we can. The same applies to carriers and other third parties.

11. Our liability and claims

When we’re responsible. We’re only liable for loss of or damage to your goods that you can show, with reasonable supporting evidence, was caused directly by our negligence or our breach of these terms while the goods were in our care.

• How much: we’ll reimburse the lower of (a) the cost price you paid for the affected items, shown by your supplier invoice, or (b) £20 per unit, up to a maximum of £1,000 per incident.
• How it’s paid: as credit on your Kinetic account, used against future fees. If your account is closing, any outstanding amount will be refunded instead.
• Making a claim: tell us in writing within 7 days of becoming aware of the issue, with photos or other evidence and the supplier invoice for the affected items.

What we’re not responsible for.

• Goods that arrive damaged, short or incorrect from your supplier or carrier.
• Goods sent without a booking in the portal or without your client code, until they’re identified.
• Damage caused by inadequate original packaging, or by the nature of the goods themselves (e.g. fragile or perishable items not declared to us).
• Loss or damage after goods have been collected by a carrier or delivered to Amazon, although we’ll help you raise a claim with them.
• Loss of profit, sales, revenue, business or goodwill, or any indirect or consequential loss.

You should keep your own insurance for your stock in transit and in storage. Nothing in these terms limits any liability that can’t be limited by law.

12. Offers and special rates

• Up to £300 account credit: for new clients who ship 1,000+ units a month, whether you’re switching from another prep centre, moving from self-prep or just starting out. We take £50 off your invoice each month for your first 6 months, in any month you send 1,000 units. The credit is one per business, can’t be exchanged for cash and only applies during your first 6 months.
• Wholesale rate (£0.30 per unit): can apply to every unit for qualifying wholesale clients, or to individual bulk or wholesale orders of 500+ units for clients on the standard rate. It must be agreed before the stock arrives and is offered at our discretion.

13. Your data

We handle your personal information as described in our privacy policy.

14. Law and disputes

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If something goes wrong, please talk to us first. We’ll always try to put it right.