CUSTOMER GUIDELINES

These guidelines are set to help customers prepare, send, and receive their parcels and mail safely.

SENDING PARCEL / MAIL

  1. All parcels and letters should be correctly addressed.
  2. Parcels should include telephone numbers for both sender and receiver.
  3. Parcels should be packed in the presence of our counter officer.
  4. All fragile items shall be sent at the sender’s risk.
  5. Customers are encouraged to check if their shipment is not prohibited. MPC will not be liable for any losses or returns of prohibited items.
  6. Items with sharp or pointed edges should be securely covered with cardboard or thick cloth for local courier; such objects are not acceptable for international parcels.
  7. Labels such as ‘fragile and handle with care’ should not be a substitute for good packaging.
  8. Customers should ensure that they correctly declare the type and value of goods and sign for it on the waybill.
  9. Customers should ensure that their parcels have been sealed securely.
  10. Maximum weight for international parcels is 30 kgs and 20 kgs for EMS, which
  11. are subject to the maximum acceptable weight limit prescribed by the destination country.
  12. The sender of cash-on-delivery (COD) items will be required to provide the recipient’s name, address, and contact telephone (mobile) number. The receiver will be requested to make a payment according to the invoice and provide valid identification to collect the shipment.

RECEIVING PARCEL / MAIL

  1. Customer is required to provide correct personal information like the name of the receiver, Post office box number, the origin of the parcel, and waybill number.
  2. Customers are requested to present a valid identification.
  3. Customers are expected to check their items at the counter in the presence of a delivery (counter) officer to verify contents.
  4. A postal article is deemed to have been delivered if it is:
    • Delivered into the personal letter box or personal bag of the addressee
    • Left at the house or office of the addressee;
    • Left with the addressee, or with his employee or agent, or another entity authorised to receive it;
    • Left at a place where the addressee is a guest or is a resident, whether the place is a hotel, hostel or any lodging of a similar nature;
    • Or left with the proprietor or manager of the addressee.

COMPENSATION AND REFUND

a. International Parcel

  1. The compensation to be paid in respect of International Parcels for the loss of, total theft from, or total damage shall be 40 SDR.
  2. The indemnity for the loss of, total theft from or total damage to a registered M bag shall be 150 SDR. Charges paid by the sender for posting the item, except the registration charge, shall be added to these values to determine the total compensation payable.
  3. The indemnity rate for international express and international registered parcels is 30SDR. Charges paid for posting the item shall be added. In case of partial loss or damage, compensation shall be limited to the value of the loss not surpassing 30SDR.

b. Courier & Local Mail

  1. MPC will be liable to pay compensation for loss, damage, non-delivery, and misplacement of local courier items. Where an item is lost or damaged beyond repair, then the compensation shall be the amount it will cost the customer to acquire or purchase the item subject to adjustment to take account of condition, age, and depreciation. Where an item is damaged, it is the cost of repair.
  2. Claims for loss must be made within 60 calendar days of the date of posting or no claim will be entertained. MPC has no legal liability for any loss if, at the time of the claim, 60 days have expired from the date of posting.
  3. MPC shall not be liable to pay compensation where:
    • The sending of the postal article is prohibited.
    • The loss has arisen from the posting or receipt of the customer’s act or omission.
    • The loss has arisen due to circumstances outside the control of MPC, including exceptionally severe weather conditions, vandalism, and acts of third parties with whom MPC has no contractual relationship.
    • The loss is due to latent or inherent defect, natural deterioration, and improper packaging.
    • The addressee of the postal article has signed for and retained the postal article without objection.

c. Undelivered Parcel / Mail

  1. If MPC fails to identify the addressee or the sender, we will hold the postal article for a period of up to six months from the date of the examination and, if during that period any entity proves to be entitled to receive the postal article, delivery will occur to that entity.
  2. If no delivery of the postal article is made after six months, the article or its contents will be disposed.

d. Claim Procedure

  1. A claim should be reported to a Post Officer, Courier Officer or Supervisor.
  2. Customer will be required to fill out a complaint form and attach a waybill and a receipt.
  3. MPC reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims.
  4. MPC will investigate the inquiry, and the refund process will take 14 days.
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TERMS AND CONDITIONS OF CARRIAGE

Terms and conditions are a set of rules and guidelines that users must agree in order to use our courier service.

1. INTERPRETATION

“Courier” shall mean courier, its agents and sub-contractor.

“Customer” shall mean the person or entity or servants or agent entering into this contract with the courier.

“Sub-contractor” means and includes:

  1. Any person, firm or company with whom the courier may arrange for the carriage of any goods the subject of this contract.
  2. Any person who is now or later a servant, agent, employee or sub-contractor of any other person referred to in (a) above.

2. COURIER IS NOT A COMMON CARRIER

2.1. The courier is not a common carrier and will accept no liability as such.

2.2. All goods or articles are carried or transported and all storage and other services are performed by the courier subject to these conditions.

2.3. The courier reserves the right to refuse to transport any goods for any person, firm or company at its discretion without being bound to give any reason for such refusal.

3. RIGHT TO SUB-CONTRACT

3.1. The customer authorizes the courier to engage a sub-contractor for the carriage of any of the shipments subject to this contract at its discretion.

3.2. The sub-contractor is deemed to be entitled to the full benefit of these terms and conditions to the same extent as the courier is deemed to have entered into this contract for its own benefit and also as agent for the sub-contractor.

4. DELIVERY OF GOODS

4.1. The courier is authorized to deliver the goods at the address given to the courier by the customer for that purpose and without prejudice to any other method of delivery.

4.2. The courier is taken to deliver the goods specified in the contract in accordance with the terms and conditions of the contract if at the address or signed delivery docket for the goods.

4.3. If the specified place of delivery is unattended or if the courier is otherwise unable to affect delivery, the courier will contact the customer to arrange alternate directions. For example, redelivery, alternate address or return goods to address of collection. The customer must pay or indemnify the courier for all costs and expenses incurred in or about for additional directions.

4.4. The customer agrees to any deviation by the courier from the usual route or manner of carriage of the goods which may be deemed by the courier to be reasonable or necessary in the circumstances at its absolute discretion.

5. RESPONSIBILITY FOR LOSS OR DAMAGE TO GOODS OR MIS-DELIVERY

5.1. Unless otherwise agreed in writing, the goods are carried at the risk of the customer and the courier accepts no responsibility in tort or contract or otherwise for any loss or destruction of or damage to or mis-delivery or failure to deliver or delay in delivery of goods either in transit or in storage whatever the reason.

5.2. The customer agrees to indemnify the courier against all loss, damage and expense sustained by any person (including the courier) by reason of any such loss, damage, mis-delivery, non-delivery or delay in delivery as in clause 5.1 above.

6. EXPLOSIVE, INFLAMMABLE OR OTHERWISE DANGEROUS GOODS

6.1. The Customer or the Customer’s authorised agent must not tender any explosive, flammable, or otherwise dangerous or damaging goods for carriage by the Courier unless the customer gives the Courier a full description of the goods.

6.2. If the customer fails to comply with clause 6.1, the customer is liable for all loss and damage resulting from this breach.

7. CLAIMING FOR LOSS OR DAMAGE

7.1. Any claim for loss or damage to the goods the subject of this contract in whole or in part by the customer or the Consignee must be lodged with the Courier in writing within seven (7) days from the date of dispatch of the goods.

8. CUSTOMER’S WARRANTY AS TO OWNERSHIP OR OTHERWISE

8.1. The Customer expressly warrants to the Courier that the Customer is either the owner of, or authorised agent of the owner, of any goods under this contract.

8.2. By entering into this contract, the Customer agrees to accept these terms and conditions of this contract of carriage on behalf of the Consignee, as well as for all other persons on whose behalf the Customer is signing.

8.3. The Customer agrees to indemnify the Courier for any liability whatsoever to any person in respect of the goods subject to this Contract (other than the Customer) who claims to have, who has or may have later on, any interest in the goods in whole or in part.

9. CUSTOMER’S WARRANTY AS TO PACKAGING OF GOODS

9.1. The Customer warrants that the Customer has complied with all laws and regulations relating to nature, packaging, labeling or carriage of the goods and that the goods are packed in an adequate manner to withstand the ordinary risks of carriage when having regard to the nature of the goods.

9.2. The Customer agrees to indemnify the Courier to the extent that the Customer fails to comply with this warranty and loss or damage result from the Customer’s failure to comply.

10. INSURANCE OF GOODS

10.1. The Courier will effect insurance of goods as the agent of the Customer if the Customer instructs the Courier to do so in writing prior to the effect of the contract.

10.2. To avoid doubt, it is not the responsibility of the Courier to effect insurance of goods. Insurance of goods will only be affected by the Courier for the benefit of the Customer if the Courier receives written instructions from the Customer and the Customer agrees to pay the cost of insurance.

11. CHARGES BY THE COURIER

11.1. The Courier’s charges are deemed to be earned as soon as the goods are loaded and dispatched by the Courier.

11.2. The Customer will be and remains responsible to the Courier for all proper charges incurred by the Courier for any reason whatsoever.

11.3. The Courier has the right to cancel (see 13) the service should the goods not be ready for carriage within 10 minutes of the Courier’s arrival at the point of collection. The Courier will notify the Customer of this in effect.

12. TERMS OF PAYMENT

12.1. Customers not on a COD (Cash on Delivery) basis or not paying each job in advance agree to accept the terms of trading as strictly seven (7) days net from receipt of the Courier’s monthly invoice or statement.

12.2. Nothing prevents the Courier from taking any action necessary to recover any unpaid courier charges. The Courier is entitled without express authorization from Customer to recover any and all costs incurred by the Courier in recovering unpaid courier charges, including debt collection costs, commissions, legal fees and any out-of-pocket expense.

12.3. The Customer agrees to pay all costs, legal or otherwise, incurred in the collection of charges due and owing by the Customer to the Courier for carriage of goods.

13. CANCELLATION CHARGES

13.1. The Courier will charge the Customer 70% of the quoted price if the contract is cancelled after the Courier has arrived at the collection address.

13.2. The Courier will charge the Customer 30% of the quoted price if the contract is cancelled after the contract has been accepted by the Courier.

13.3. The Courier will not charge the Customer if the contract is cancelled before the contract has been accepted by the Courier.

14. REFUNDS POLICY

14.1. The Courier does not issue refunds under any circumstances other than services paid in advance via cash or cheque specifically related to Cancellation Charges (see 13).

15. GOODS AND SERVICES TAX

15.1. In this Agreement: “Goods Service Taxation” means any tax imposed by authority of any Taxation law enacted by the Parliament and includes goods and services tax within the meaning of the Taxation Act.

16. GENERAL

16.1. The Customer accepts that all rights, immunities and limitations of liability accruing to the Courier under these Terms and Conditions continue to have full force and effect, notwithstanding any breach of contract or any condition by the Courier.

16.2. The Courier is not bound by any agreement which purports to vary these Terms and Conditions unless the agreement is writing and signed by or on behalf of the Courier by its duly authorised officer.

16.3. These Terms and Conditions are to be governed and construed by the laws of the State in which the Courier has its principal place of business wherever the contract is made. Accordingly, any proceedings in respect of any claim, matter or thing against the Courier must be instituted in that State only.

16.4. The clauses and provisions in these Terms and Conditions are severable from each other and if for any reason any clause or provision is invalid or unenforceable, such invalidity or unenforceability does not prejudice or in any way affect the invalidity or unenforceability of any other clause or provision of these Terms and Conditions.

17. CASH ON DELIVERY (COD)/RECEIVERS PAY

17.1. Cash on Delivery/Receivers Pay items are accepted from both contract and walk in Customers. Payment is done by the receiver at the collection point and the goods are released upon payment.

18. DEMURRAGE FEE

18.1. Shipments include documents, office furniture and household items and chemicals. The fee will be charged according to type of item that is being stored and the shipments will start attracting a demurrage fee after it has been kept for 7 Calendar days.

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