Terms & Conditions

Legal Notice & Disclaimer

"PACKGO" is a Saudi trademark owned by "A'thama Al-Hulool Al-Tijariyah" and is certified for e-commerce with certificate number: 0000096009, registered on Ma'roof platform with number 354577, holding transport license 00003819/41 and technical license 321545. In this agreement the platform will be referred to as "PACKGO" (hereafter "PACKGO").

PACKGO provides logistics solutions for companies, stores and brands and cooperates with third-party shipping companies that offer domestic and international shipment services. PACKGO disclaims responsibility for any activities that violate the laws and regulations applicable in the Kingdom of Saudi Arabia and in the countries where PACKGO operates. The customer is solely responsible for any criminal, financial, moral or legal consequences resulting from non-compliance by the customer with applicable laws and regulations. This page forms an essential part of the agreement that governs the use of the platform and its services; please read these Terms carefully before using the platform.

Definitions

Platform

Access to the "PACKGO" platform.

Customer

The individual or company using the platform.

Shipping Companies

Third-party carriers listed on the platform that provide shipping services.

Parcels

The shipment(s) dispatched by the customer and handed to a shipping company.

General Terms

1. The customer confirms they are a duly formed commercial entity subject to the laws of the Kingdom of Saudi Arabia, and that their store complies with Saudi commercial and labor laws. PACKGO disclaims responsibility for customers who violate applicable trade, retail or e-commerce regulations in the Kingdom.
2. The customer warrants they have obtained any required official permits for regulated products, including approvals from the Saudi Food & Drug Authority (SFDA) and the Saudi Standards, Metrology and Quality Organization (SASO). PACKGO disclaims responsibility for customers who fail to meet those requirements.
3. The customer is responsible for the accuracy of the information they provide and for any damages or penalties arising from incorrect information, in accordance with the regulations of the Ministry of Commerce, SFDA and SASO.
4. Under the Parcels Transport Regulation issued by the Communications, Space & Technology Authority (CITC), carriers are prohibited from transporting certain materials. Customers are prohibited from shipping prohibited items via PACKGO and bear all consequences for violating that regulation.
5. If the customer fails to meet contractual obligations and/or refuses to collect returned shipments, the shipping company may dispose of such shipments at its discretion without further legal action, court order or judgment. The customer shall indemnify and hold harmless the shipping company for any costs, losses or claims (including claims by authorities) arising from disposal.
6. The customer must declare the contents and true value of every parcel before collection by the contracted shipping companies and is solely responsible for any false declarations. The customer shall provide all required documents and fulfil procedural requirements to expedite customs clearance as requested by the shipping company.
7. The customer confirms that all data and information provided concerning shipments and Cash On Delivery (COD) amounts to be collected by PACKGO are accurate. The customer shall indemnify PACKGO beneficiaries against any damages, costs, claims or liabilities, including reasonable attorney fees, arising from the customer’s or its agents’ breach of this agreement or misuse of COD funds collected and transferred.
8. Any fines, storage fees, or other charges imposed due to customs actions, government authorities, or the customer’s failure to provide proper documents and/or accurate declarations (content or value), or failure to obtain required permits, shall be borne by the customer.
9. The customer must ensure that parcels handed to contracted carriers do not contain:
   • Very heavy products or equipment or items with dimensions or volumetric measurements exceeding 50 cm.
   • Any item that cannot be transported safely or legally.
   • Medicines that are temperature-sensitive in any way.
   • Any item prohibited by law or regulation.
   • Bullion, coins, hazardous goods, flammable materials or narcotics.
   • Bearer negotiable instruments such as bearer checks/drafts, open money orders, bearer bonds, bearer certificates, stamps or open tickets, unclassified traveler’s checks, credit cards (excluding gift cards where permitted).
   If the customer violates any of the above, they shall indemnify and hold PACKGO, its officers, directors, employees and representatives harmless against any loss, cost, claim or liability (including reasonable attorneys’ fees) arising from that breach. The customer must at all times comply with the dangerous goods policies of the contracted carriers.
10. The customer is responsible for proper packaging prior to handing the parcel to the carrier, and for affixing the shipping waybill to sturdy cardboard or the designated shipment bag provided by the carrier or supplied by the customer. Fragile items must be packed using appropriate protective materials (e.g., bubble wrap) and clearly labeled with a fragile sticker to alert the carrier.
11. In the event of shipment damage (breakage / loss) during transport, a compensation claim may be filed against the carrier; the maximum compensation payable will not exceed SAR 100 per shipment, subject to agreements with the carriers.
12. Responsibility for parcel contents and any subsequent damages lies with the customer and the shipping company. PACKGO’s responsibility ends once the customer receives the shipping waybill. PACKGO is not liable for later claims concerning parcel contents.

Cancellation & Refunds

The customer is not entitled to modify, cancel, or request a refund for a shipping waybill after issuance; the waybill is ready for use upon issuance, or as per the carrier’s policy.

If there is a typographical error in the recipient/sender name or address but the city and mobile number are correct, the customer is not entitled to modify or cancel the waybill post-issuance, provided the error does not negatively affect the transport process.

If an error in the waybill data is due to information supplied by the customer, clause 1 above applies.

If the carrier fails to deliver the parcel to the recipient, it will be returned to the sender using the same waybill details. If the carrier cannot contact the sender, it may destroy or dispose of the parcel at its discretion, or a new waybill may be issued and charged to the customer as a return fee.

Cash On Delivery (COD)

To withdraw COD funds, the customer must select waybills whose status is marked as Delivered, fill in bank account details and bank address, and submit a withdrawal request. COD amounts will be transferred only after collection from the shipping company or within 10 business days, whichever is earlier, for the carrier used by the customer. Transfers occur after review and confirmation by the accounting department. Proof of transfer will be sent to the email registered on the platform.

Wallet Refunds

The customer may request a refund of their electronic wallet balance or purchased package within 7 days of wallet top-up or package purchase. Refund processing and request follow-up will be completed within a maximum of 12 days. If this period lapses, the credited amount will remain in the customer’s electronic wallet and may be used for platform services. If the credited amount was part of a promotion, subscription, or gift voucher, the customer will not be entitled to refund that promotional portion beyond the wallet base amount.

Shipping Fees & Additional Weights

Shipping fees are calculated automatically by the system and prices shown include VAT. The quoted shipping price applies to domestic shipping within the Kingdom of Saudi Arabia and delivery will be to the recipient’s address or to the carrier’s location depending on the selected carrier coverage. Shipment weight is charged according to the platform rate up to 14 kg (volumetric or actual). For goods exceeding 14 kg, an extra fee of SAR 2 per additional kilogram will apply.

Volumetric weight is calculated by multiplying parcel dimensions (in centimeters) and dividing the result by 4000. For example: a 30×30×30 cm box yields 27,000; 27,000 / 4000 = 7 kg volumetric weight.

Delays, Damage, Loss & Compensation

• PACKGO will follow up with carriers to resolve shipment delays as quickly as possible.
• If damage occurs during transit, the carrier’s policies regarding compensation and investigation will apply. Accordingly:
  1. PACKGO is not a party to such disputes.
  2. PACKGO is not liable for damages under any circumstances.
  3. The customer may not claim compensation from PACKGO.
• In all cases, PACKGO’s total liability per shipment shall not exceed SAR 100 or the amount paid for the shipping service for the disputed shipment, whichever is less.

Force Majeure

PACKGO shall not be liable for delays or failure to perform its obligations due to events beyond its control including, but not limited to, natural disasters, war, fires, floods, government decisions, power or communications outages, or other emergency circumstances.

Billing & Additional Charges

PACKGO reserves the right to amend shipping prices, administrative fees or any other charges at any time; new prices take effect upon being posted on the platform.

Dispute Resolution & Governing Law

Any dispute arising from or relating to these Terms shall first be resolved amicably between the parties within 20 business days. If amicable resolution fails, exclusive jurisdiction shall lie with the competent courts in the City of Riyadh, Kingdom of Saudi Arabia.

Term & Survival

These Terms remain effective with respect to the customer even after account suspension or cancellation, insofar as they relate to obligations that arose prior to termination.

Suspension or Termination

PACKGO reserves the right to suspend or terminate services to any customer who violates these Terms or applicable local or international laws, without any obligation to provide compensation.

Data Protection & Privacy

PACKGO is committed to protecting customers’ personal data and will not share such data with third parties except as necessary to deliver shipping services or to comply with applicable laws in the Kingdom of Saudi Arabia.

Complaints & Suggestions

We value our customers. To submit complaints or suggestions regarding our services, please contact us at: care@packgsa.com or via WhatsApp or our social accounts @PACKGO_SA. Our customer service representatives will reply as soon as possible.

Changes to These Terms

PACKGO reserves the right to amend these Terms & Conditions at any time without prior notice.