Terms & Conditions

When you choose to send a parcel through our platform, you enter into a contract with us based on these Terms and Conditions, which outline our service obligations to you, your responsibilities, and important details regarding our liability.

1. Introduction

Welcome to Send it (“we,” “our,” or “us”). These Terms and Conditions (“Terms,” “Agreement”) govern your use of our website, located at www.senditworld.com (the “Site”), and any services or content we provide (collectively, the “Services”). By using the Site, you expressly agree to be bound by these Terms of Use and Privacy Policy and to follow these Terms of Use and all applicable laws and regulations governing use of the Site.

Send it World Freight Broker, registered in the UK, maintains the website under the name Send it. We provide a platform for comparing shipping options from various courier partners.

While we strive to offer accurate and up-to-date information, we do not control the services provided by these partners. We reserve the right to change these Terms of Use at any time, with such changes becoming effective immediately upon posting on the Site. Please be aware that we will not trade with or provide any services to OFAC (Office of Foreign Assets Control) sanctioned countries, in compliance with UAE law.

2. Customer Responsibility

2.1 Account Responsibility

a) To access certain features of our site or services, you may need to create an account. You are responsible for maintaining the confidentiality of your account information, including your password.

b) Please ensure that the information you provide when creating your account is accurate and complete. You agree to accept responsibility for all activities that occur under your account. If you suspect any unauthorized use of your account, please notify us immediately.

2.2 Accurate Information

When placing an order, you must provide accurate and complete information. This includes (but is not limited to):

• The recipient’s details.
• The collection address.
• The delivery address.
• A description of the contents of your shipment.
• The dimensions and weight of your shipment.
• Information required for customs purposes (if sending the shipment overseas).

By providing this information, you confirm that it is true and correct.

2.3 Shipment Safety and Packaging

a) We care about the safe handling of your shipment. It’s essential that your shipment is properly packaged to withstand potential drops, falls, and impacts. Our automated system can lead to collisions with other parcels, so poorly packaged shipments are at higher risk of damage.

b) Even if you use our services to collect a shipment on your behalf for delivery to you, it remains your responsibility to ensure that the shipment is properly packaged. Please make sure that your contract with the sender includes provisions for proper packaging that meet the responsibilities outlined here.

2.4 Compliance with Laws and Regulations

It’s your responsibility to ensure that the contents of your shipment comply with all applicable laws and regulations, both in the origin and destination countries.

2.5 Prohibited and Restricted Items

Your shipment should not contain any of the following:

• Breakable Goods
• Prohibited Goods
• Dangerous Goods
• Perishable Goods
• Restricted Goods
• Goods that exceed the stated value

Ensuring your shipment complies with these restrictions helps us to provide safe and efficient service.

2.6 Delivery and Re-Delivery Responsibilities

a) Your payment covers the one-way passage of your shipment and includes one free re-delivery attempt if the initial attempt fails.

b) If additional re-delivery attempts are required, or if you need the shipment returned to you, you will be responsible for those costs. We will notify you in advance (where reasonably possible) of any charges, giving you the option to either pay for the additional service or collect the shipment yourself.

2.7 Address Accuracy and Correction Charges

a) A fixed charge applies to any shipment with an incorrect delivery address at the time of pickup if delivery cannot be fulfilled after attempts to determine the correct address at the destination.

b) Address correction charges are AED 55 per shipment. These apply to both domestic and international shipments and will be communicated to you as necessary.

3. Non-Compliance with Responsibilities

If, after we have collected your shipment, it is discovered that you have not fulfilled your responsibilities as outlined, you agree to the following:

3.1 Risk of Shipment

Our carrying of that Shipment will be completely at your risk and we (including our authorised agents) will not be responsible for any loss of or damage or delay to that shipment.

3.2 Responsibility for Costs

You will be responsible for any costs incurred by us due to your failure to comply with your responsibilities. These costs may include, but are not limited to: Clean-up costs, additional charges levied on us by our agents or partners and customs charges (if sending overseas).

3.3 Exceeding Weight and Dimension Limits

If your shipment is found to exceed the weight and dimension restrictions of the service option you selected:

a) The shipment will be carried and charged according to the correct service option.

b) We may hold your shipment until you:

• Pay the difference between the service option you chose and the one your shipment actually requires; or
• If no suitable service option exists (because your shipment exceeds even the largest option), pay additional charges, which we will calculate for you; or
• Collect your shipment from the depot where it is being held.

3.4 Failure to Act

1. If you do not respond, we will hold your shipment for four weeks. Before taking further action, we will provide you with a final opportunity to choose one of the options above.
2. If you refuse to choose an option or do not respond within this time, you will be considered to have abandoned your shipment. In this case, we reserve the right to dispose of the shipment in a manner we deem appropriate, including selling it to cover our costs.

4. Cancellation Policy

4.1 Cancellation Before Shipment Collection

You may cancel your order at any time before we collect your shipment, whether it is from you, the recipient, or our authorized agent.

4.2 Cancellation After Shipment Collection

Once your shipment has been collected, the contract is generally considered binding until one of the following occurs:

• Your shipment has been delivered.
• The transit has ended.
• We have terminated the contract.

If you request cancellation after collection, we will make reasonable efforts to accommodate your request. However, please note:

• We cannot guarantee that the shipment process can be halted once it has commenced.
• You will be responsible for covering all costs incurred up to the point of contract termination, including any surcharges imposed by third parties for the return of your shipment.

4.3 Cancellation by Us

We reserve the right to terminate the contract under the following conditions:

• If you fail to meet your responsibilities as outlined in the ‘Customer Responsibility’ section.
• Your shipment is deemed unsuitable for Send it World Freight Broker services.
• If a third party refuses to carry your shipment.

5. Payment and Pricing

5.1 Price Quotes and Transit Times

a) Quotes for transit times and prices are indicative and based on the information you provide. Send it World Freight Broker is not liable for any discrepancies between these estimates and the actual price or transit time.

b) Final prices and transit times may vary depending on the characteristics of the shipment, services requested, and the actual packages tendered.

5.2 Payment Requirements

We are not obligated to process your order until full payment is received. Payment must be completed before we proceed with your shipment.

5.3 Pricing and Charges

Incoterms: Our service operates under Incoterms DAP (Delivered at Place). This means that the prices quoted do not include duties, taxes, customs charges, or any additional surcharges and fees.

5.4 Charges for Your Order

a) If your shipment is heavier or larger than the limits of the service option you selected, we may apply a surcharge. This surcharge covers the difference between the chosen service and the service required for your shipment’s actual size and weight.

b) If your shipment does not fit within the selected service option or if additional charges apply due to its size or weight, these will be added to your total cost. For example, if your shipment exceeds even our largest service option, we may charge extra based on how much it exceeds the limits.

5.5 Accepted Payment Methods

a) Visa and MasterCard Debit Cards: We accept Visa and MasterCard debit cards. Payments can be made in your local currency but will be calculated to reflect the price in AED on our end.

b) Additional Methods: We also accept cash deposits, PayPal, and Stripe payments. Please note that a 5% bank service fee applies to both PayPal and Stripe transactions. A payment link for PayPal and Stripe will be provided.

5.6 Payment Confirmation

After completing your payment, you will receive a confirmation through the communication channel used for your booking (e.g., Facebook, Instagram, Email). For payments made via our website, confirmation will be sent via email once the payment is processed and reflected on our end.

5.7 Transaction Records

We recommend that cardholders keep a copy of their transaction records and review the merchant policies and rules.

5.8 Refund Policy

We have a strict no-refund policy. By agreeing to our terms and conditions when making a booking, you acknowledge and accept this policy.

6. Handling of Delays and Liability

a) We are not responsible for delays caused by events beyond our control, including natural disasters, adverse weather conditions, obstructions of public or private roads, or civil commotion. We will inform you as soon as possible about any delays outside our control and will do our best to minimise the impact.

b) We are also not responsible for delays caused by your actions or omissions. This includes, but is not limited to, delays due to insufficient labeling of your shipment or any other issue that prevents or delays us from performing our services.

7. International Shipments – Additional Terms

This section applies to shipments destined for international locations covered by Send it World Freight Broker. All general terms and conditions also apply, along with the following additional clauses:

a) Your shipment will undergo security screening, which may include x-ray scanning, manual inspection, and customs searches.

b) You must provide accurate and complete carriage documentation before we attempt delivery. We are not responsible for delays or detentions caused by customs if you fail to meet your legal obligations.

c) If we incur any monetary loss due to fines, costs, or claims from customs agencies as a result of your failure to comply with regulations, you agree to reimburse us in full.

d) If we find that your shipment is unsuitable or you have not met your responsibilities, we reserve the right to:

• Hold the shipment until corrective action is taken to make it suitable for international transport.
• Return the shipment to you at your cost, including a reasonable administration fee for handling the additional work caused by non-compliance or unsuitability.

e) If your shipment is unsuitable or you fail to meet your responsibilities, we may return it to you at your cost and risk. This includes a reasonable administration fee to cover the additional work involved, such as handling non-compliance, shipment unsuitability, or issues with delivery acceptance.