Claim Ledger terms of service
Version 1 · Last updated: 2026-11-08
These terms apply when you order Claim Ledger from Rotomal. They sit alongside our general terms, privacy policy and refund policy; where they differ, these product terms apply to Claim Ledger.
Who provides the service
Claim Ledger is provided by Rotomal, Israel ("we"). Contact: hello@rotomal.com.
The service
A monthly subscription for UK sellers on a Royal Mail business account: we watch your tracking every day, find lost, returned or damaged parcels that qualify for compensation, and prepare each claim (single or bulk file) with cost-price evidence before the deadline, for you to submit to Royal Mail yourself.
What is included
- On every plan, a look-back at your last 30 days of parcels within 2 business days
- Pay on payout: daily tracking watch, claims prepared with cost-price evidence, damage photo requests to buyers, deadline tracking per service, monthly summary; we invoice 20% of compensation paid or credited, after it arrives, and nothing if a claim is refused
- Seller: up to 60 claims a month with no commission, bulk claim files prepared each week, service choice report, email reply within 1 business day
- Volume: up to 250 claims a month or up to 3 business accounts, Parcelforce and international claims, split by sales channel, quarterly review call
- Bulk files on Royal Mail's multi-item forms, up to 500 items each
- Matching of outcome emails you forward to cases, and a follow-up message ready for cases that go quiet
Plans and prices
| Plan | Price | Covers |
|---|---|---|
| Pay on payout | 20% of compensation paid · no monthly fee | For sellers with a few losses a month |
| Seller | £29 per month | Up to 60 claims a month, no commission |
| Volume | £79 per month | Up to 250 claims a month or several accounts |
Billed monthly, cancel any time, prices in GBP. Royal Mail always pays or credits compensation to your account; on Pay on payout we invoice 20% of what was paid or credited, after it arrives, and nothing if a claim is refused. Every plan starts with a look-back at your last 30 days. For comparison, LateShipment.com lists lost and damaged claims at 35% (25% with its ONE+ bundle), checked 7 November 2026. Founding customer pricing stays fixed while you remain subscribed. We onboard new accounts within 2 business days.
Prices are founding-customer prices for early-access orders. Taxes are added where the law requires.
Limits and extra use
Seller covers up to 60 claims a month; Volume up to 250 claims a month or up to 3 business accounts. Pay on payout has no fixed claim count and costs 20% of compensation paid or credited. If you go over your monthly allowance nothing is blocked: we tell you by email, and from the next month you move to the plan that fits. Unused allowance does not roll over. The look-back is one per account.
How an order starts
Submitting a request does not create a contract or a charge. A contract starts only when we confirm your order by email and payment has been agreed. We start within 2 business days of that confirmation.
Billing, cancellation and refunds
Plans are billed monthly in advance. You can cancel at any time by email; the service continues to the end of the period you paid for and is not renewed. Your founding price stays as shown for at least 12 months from your start date.
Refunds and cancellations also follow our refund policy. rotomal.com/refund-policy/
What is not included
- We do not submit claims for you; Royal Mail's account claim form is for business account holders
- We do not promise that any claim will be paid; Royal Mail decides every claim
- Compensation is paid or credited to your account, never to us
- Labels bought online, through a marketplace or at the Post Office follow a different Royal Mail process and may not be covered by these rules
- This is an administrative service, not legal advice, and we are not affiliated with Royal Mail Group
Your responsibilities
- Check every prepared claim or bulk file before you submit it
- Submit claims yourself through Royal Mail's account claim form, with your account number, within the deadlines we show
- Give us accurate parcel exports and cost prices per product
- Have the right to share your buyers' names, addresses and photos with us for the claim
- Forward Royal Mail's outcome emails so we can match them to cases
- On Pay on payout, tell us about compensation paid or credited so we can invoice the 20%
- You use the service only for lawful purposes and keep your account details safe.
Regulatory status
This service relates to carrier claims. We are not a law firm, not a claims agent acting in your name and not part of Royal Mail. You review and submit every claim yourself as the business account holder and stay responsible toward Royal Mail for its content, values and timing. Royal Mail's decision on each claim, including refusal or the amount paid, is final as far as we are concerned and outside our control.
Outside services
- Royal Mail tracking and Click & Drop exports: if tracking data is late, wrong or unavailable, a parcel may be flagged late or missed
- Royal Mail claim forms and terms: if Royal Mail changes its forms, compensation limits or deadlines, prepared claims may need to be updated
- Parcelforce Worldwide (Volume): the same applies to Parcelforce tracking and claim rules
- Shopify, WooCommerce, eBay, Etsy, ShipStation and Shippo exports: if a connection or export fails, parcels may be missing from the daily watch until it is fixed
The service relies on systems run by others. We are not responsible for their availability, changes or decisions; when one of them changes, we adapt the service as soon as we reasonably can.
Your data
Data and files you send stay yours. We process them only to provide Claim Ledger, as described in our privacy policy, keep them no longer than the service needs, and delete them on request when the service ends.
Early access and errors
Claim Ledger is an early-access service, provided as is and as available. We work carefully, but output can contain errors. If you show us an error in our output, we correct it and redo the affected work at no charge; this is your main remedy for errors.
No professional advice
Claim Ledger is a software and data service. It is not legal, tax, customs, accounting, insurance or other professional advice. Confirm decisions that depend on such advice with a qualified professional.
Liability
- Our total liability for all claims about Claim Ledger is limited to the fees you paid us for Claim Ledger in the 12 months before the claim.
- We are not liable for indirect or consequential loss, lost profit or revenue, or for fines, penalties, duties, taxes, surcharges, interest or chargebacks imposed on you by an authority, carrier, marketplace, bank or other third party, even where our output was used.
- Nothing in these terms limits liability that the law does not allow to be limited, including for fraud, intent or gross negligence, death or personal injury, or the mandatory rights of consumers.
Suspension and ending the service
We may suspend the service if it is used unlawfully or against these terms. We may also stop offering Claim Ledger; if we do, we give paying customers at least 30 days' notice by email and refund any prepaid period not used.
Changes to these terms
We may update these terms. For existing customers, changes take effect 30 days after we email them and never change a price we have already confirmed to you. The date at the top shows the current version.
Law and disputes
These terms are governed by the laws of the State of Israel, and disputes go to the competent courts in Israel. If you are a consumer, you keep the protection of the mandatory laws of the country where you live and may also bring a claim there.
Contact
Questions about these terms: hello@rotomal.com.