Website Terms of Use (KSA)

The terms of use for this Aramex website,  www.aramex.com (the “Website”) operated by Aramex PJSC (“Aramex”) are applicable to all users (“you” and “your”) of the Website. By accessing the Website, you are deemed to agree to the following terms and conditions, the  Privacy Policy; and any other relevant policies, terms and conditions and notices (collectively referred to as the “Terms of Use”) which are currently applicable or will be applicable to your use of the Website, without qualification.

If you do not agree to these Terms of Use, then you must stop using or accessing the Website.

1. Intellectual Property Rights

All intellectual property rights in the contents of the Website are owned by Aramex, its affiliates, or its licensors and is protected by copyright, trademark, and other applicable laws.

All content included on the Website, including without limitations text, graphics, logos, button icons, images, software, films, audio clips, downloads, interfaces, code, software, and the compilation of all content on the Website is the exclusive property of Aramex or its licensors and is protected by international copyright, trademark, and other applicable laws.

All trademarks, logos, service marks and trade names displayed on this Website are the registered and/or unregistered trademarks of Aramex or its affiliates, or third-party trademark or trade name holders.

No part of the Website may be copied, reproduced, modified, transmitted, stored or exploited for commercial gain, as part of any other website or in any other form, whether electronic or otherwise, without the prior written consent of Aramex, except that you may print or download to your hard drive or other storage device extracts from the Website for your own personal or internal business use. Any other use, including the reproduction, modification, distribution, transmission, republication, display, or performance, of the content of the Website is strictly prohibited and constitutes breach of these Terms of Use. Your use of the Website does not entitle you to any intellectual property rights in the contents of the Website other than limited right of use granted to you under these Terms of Use. Any unauthorized use of the Website may result in a violation of intellectual property laws, the laws of privacy and publicity, and communication regulations and statutes.

2. Use of Website

You may not use any “page-scrape”, “robot”, “spider” or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Website, or in any way reproduce or circumvent the navigational structure or presentation of the Website, to interrupt or attempt to interrupt the operation of the Website, to obtain or attempt to obtain any materials, documents or information through any means not purposely made available through the Website.

You may not attempt to gain unauthorized access to any portion or feature of the Website, or any other systems or networks connected to the Website, or to any of the services offered on or through the Website, by hacking, password “mining” or any other illegitimate means. The use of non-authorized scripting technologies to obtain information from the Website or submit information through the Website is strictly prohibited.

We reserve the right, at any time, to restrict or terminate your access to, or use of the Website if you breach these Terms of Use or for any other reason whatsoever without notice. Termination or restricting your access or use will not waive or affect any other right or relief to which we may be entitled, at law or in equity.

3. Linking

The contents of the Website may include links to third party websites (“Linked Sites”). These links are provided to you only as a convenience, and are beyond the control of Aramex.

The inclusion of any Linked Site does not imply Aramex’s endorsement of that Linked Site. You acknowledge that your use of, or reliance on, any Linked Site will be at your own risk. Aramex recommends that you carefully review the privacy policy and all terms and conditions of Linked Sites that you visit.

Aramex may prohibit links to the Website and you must remove or cease any link at Aramex’s request. You will not frame any part of the Website content by including advertising or other revenue generating material, without the prior written consent of Aramex.

4. Registration

There are two kinds of users of the Website, “Aramex Account Customers” and “Aramex Non-Account Customers”. While there is no requirement to register and create an Aramex Account, such registration will provide you access to extra functionality available on the Website. 

In order to become a registered Aramex Account Customer, which, you (or your company) must complete the Aramex registration process. If you are registering with the Website on behalf of the company you work for (“Company”), the Company must have an existing account with Aramex (such as a business account for warehousing or commercial freight forwarding and you may be required to confirm your Company’s account number). Once Aramex has received your application for registration, you will receive an email confirming that your application has been accepted. You must click on the link contained in this email to activate the registration. Aramex reserves the right to reject any application for registration at its sole discretion.

By completing the registration process on behalf of your Company, you warrant that you have the authority to bind your Company, and that you will ensure that any other employees of the Company who use the Website comply with these Terms and Conditions. These Terms and Conditions will be in addition to the terms of any contract you have entered into with Aramex in relation to your account.

You must log in using your username and password. You must ensure that your password is kept secure and confidential and not revealed to any other person. You acknowledge that you are entirely responsible for your password and you must notify Aramex immediately of any unauthorized use of your password or any other breach of security relating to your account. You acknowledge and agree that Aramex accepts no responsibility for any loss or damage occurring as a result of the fraudulent use of your password, and you release Aramex from all claims arising from the unauthorized use of your password. 

You acknowledge that Aramex assumes no responsibility whatsoever for ensuring that any information concerning you or your Company is current, complete or accurate and you agree to maintain and update any such information. 

Where you use the Website to request that Aramex carries out a task on your behalf, we will send an email to the address you submit during the registration process to confirm that we have received your request. Although Aramex makes every effort to ensure the services offered on the Website are as reliable as possible, the nature of the Internet means that we cannot be held liable for any requests in respect of which we do not confirm to you that we have received.

You or Aramex may terminate your registration at any time and for any reason without written notice. Once your registration is terminated by Aramex, you will not be able to access any part of the Website intended for registered users without Aramex’s prior consent. 

Aramex may at any time for any reason in its sole discretion (i) discontinue, suspend or modify the Website, or (ii) block, terminate or suspend Your and any user's access to the Website, even if access continues to be permitted to others.

5. Charges

All prices listed on the Website are, to the best of Aramex’s knowledge, accurate at the time of printing. However, the Website may contain inadvertent inaccuracies or typographical errors. These will be corrected at Aramex’s discretion, as they are found. 

In addition, all prices listed are subject to change at any time without notice. The information on the Website may be updated regularly so inaccuracies may occur during the process.

 Aramex reserves the right at any time to charge a fee for access to certain parts of the Website. However, in no event will you be charged for such access unless we obtain your prior agreement to pay.

You acknowledge and agree that any rate or time estimate shown by the Rate Calculator or the Transit Time Estimator or other such tool on the Website for estimating a rate or time is an estimate only and may be different from the actual rates or times for domestic or international carriage of any shipments tendered to Aramex. This may be due to a number of causes including, without limitation, actual dimensions of your shipments, local charges and any unanticipated delays in shipping.

6. Submitted Materials

You may submit material through the Website provided that:

a) you warrant that you own or control all rights (including all intellectual property rights) to any submitted material, and that the submitted material complies with these Terms of Use;

b) you grant Aramex a non-exclusive, royalty-free, perpetual, irrevocable and fully transferable license to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute and display your submitted material throughout the world in any media; and

c)you acknowledge there is no obligation of confidentiality in relation to the submitted material.

You may not upload, distribute or otherwise publish any content on this Website that:

a) infringes the rights of third parties, including without limitation intellectual property rights;

b) breaches any applicable local, national or international law or regulation or these Terms of Use;

c) is fraudulent, or has any fraudulent purpose or effect;

d) is contrary to public policy and/or accepted moral standards, including but not limited to: obscene or offensive messages; pornographic or sexually explicit images; defamatory or libelous material; material harmful to minors; material promoting discrimination based on race, sex, religion, nationality, disability, sexual orientation or age; material likely to harass, upset, or alarm a third party or cause a third party to harm themselves;

e) is inconsistent with reasonable use of the Website.

7. Export 

You assume all responsibility for compliance with all laws and regulations of any country from which you may access the Website regarding access, use, export, re-export and import of any content appearing on or available through the Website.

8. Data Entry

Aramex may retain any data that you provide in the course of using the Website and will do so in accordance with our  Privacy Policy. You acknowledge that Aramex may delete this data at any time. You acknowledge that you are solely responsible for maintaining a back-up copy of such data and that Aramex will not be responsible for its loss or deletion.

9. Terms of Carriage

You acknowledge and agree that domestic and international carriage by Aramex of any shipments tendered to Aramex through the Website will be governed by the terms, conditions and limitations of liability set out in the applicable terms and conditions, which are incorporated into these Terms of Use by reference.

10. Disclaimer of Warranty; Limitation of Liability

THE WEBSITE MAKES CERTAIN INFORMATION AND MATERIAL AVAILABLE TO YOU AS A SERVICE, EITHER THROUGH ARAMEX, ITS SUPPLIERS, OR OTHERWISE. THE INFORMATION AND MATERIAL PROVIDED ON THE WEBSITE IS PROVIDED “AS IS”, HAS NOT BEEN PREPARED BY TAKING INTO ACCOUNT THE PARTICULAR OBJECTIVES, SITUATION OR NEEDS OF ANY INDIVIDUAL USERS, AND IS WITHOUT WARRANTIES OF ANY KIND EITHER EXPRESS OR IMPLIED.

ARAMEX DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE USE OR THE RESULTS OF THE USE OF THE WEBSITE OR IN LINKED SITES IN TERMS OF THEIR CORRECTNESS, ACCURACY, TIMELINESS, RELIABILITY, OR OTHERWISE. ARAMEX WILL NOT BE RESPONSIBLE FOR ERRORS IN OR THE USE OF OR INABILITY TO USE THE WEBSITE OR MISSTATEMENTS ON THE WEBSITE OR BE LIABLE, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, FOR ANY LOSS OR DAMAGE HOWEVER CAUSED (INCLUDING WITHOUT LIMITATION DIRECT, INDIRECT, CONSEQUENTIAL, SPECIAL LOSSES, OR LOSS OF PROFITS, BUSINESS, DATA, OR DAMAGE TO COMPUTER SYSTEMS). YOU RELEASE ARAMEX FROM ALL CLAIMS ARISING FROM ANY STATEMENT OR REPRESENTATION MADE ON THE WEBSITE. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY OF THE FOREGOING OR ANY DISPUTE WITH ARAMEX, OUR AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS OR AGENTS OF ANY OF THEM, IS TO DISCONTINUE YOUR USE OF THE WEBSITE.

TO THE FULLEST EXTENT PERMISSIBLE PURSUANT TO APPLICABLE LAW, ARAMEX EXCLUDES ALL RESPONSIBILITY AND LIABILITY IN RELATION TO THE WEBSITE, AND DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ARAMEX DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN THE WEBSITE WILL BE UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT THE WEBSITE OR THE SERVER THAT MAKES IT AVAILABLE, ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. 

11. Indemnity

To the maximum extent permitted by law, defend, indemnify and hold harmless Aramex and its affiliate companies and their respective officers, directors, employees, agents and representatives from any and all claims, losses, liabilities, expenses, damages and costs (including reasonable legal fees) arising or resulting directly or indirectly from or out of your breach of any of these Terms of Use, or any activity you conduct in connection with the Website. Aramex reserves the right, but not the obligation, at our own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you. In such instances, you agree to cooperate fully with Aramex in the defense of such matter. You acknowledge that the limitation/exclusion of liability of Aramex, and your indemnity to Aramex, will also apply to all affiliates of Aramex, including any parent or subsidiary companies.

12. Waiver

Aramex’s failure to enforce the strict performance of any provision of the Terms of Use will not constitute a waiver of its right to subsequently enforce such provision or any other provisions of the Terms of Use.

13.Amendments

Aramex reserves the right to change the Terms of Use at any time and without providing you with notice of such changes. You agree that your continued use of the Website constitutes your acceptance of the modified Terms of Use, and you agree that all previous versions of the Terms of Use are superseded by the modified version. You should check these Terms of Use each time you access the Website to check for updates. These Terms of Use were last updated on March 2, 2023.

14. Headings

Headings in these Terms of Use are for convenience only and do not affect the interpretation of these terms and conditions.

15. Severability

If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of the remaining conditions.

16. Law

Your use of the Website and these Terms of Use are governed by and construed in accordance with the laws and regulations of the Emirate of Dubai and the federal laws of the United Arab Emirates applicable in the Emirate of Dubai.

17. Aramex Saudi Limited Co. Compensation Policy for Beneficiaries of Postal Services

1. Introduction

Our Company is committed to providing high-quality logistics services to all our customers, and we recognize that customer satisfaction is the core of our success.

As part of this commitment, Aramex provides this policy to ensure that all customer complaints are handled effectively and fairly. The policy also aims to enhance transparency and achieve fairness in dealing with any issues that our customers may face.

2. Scope

This procedure covers the mechanism for handling customer claims relating to international and domestic shipments that have been subject to any of the following cases: delay, loss, misdelivery, partial or total damage, or shortage, in accordance with the policies approved by Aramex, including the procedures applicable to Shield shipments where the shipment is covered thereunder.

3. Basic Definitions

1. “Customer” or “Customers” means the sender or recipient of the shipment who has an existing contractual relationship with Aramex.
2. “Lost,” “Loss,” “Partial Loss,” or “Shortage” means the failure to deliver the entire shipment, or part thereof, to the recipient.
3. “Delivery Delay” means the failure to deliver the shipment to the recipient within the agreed period of time.
4. “Misdelivery” means the delivery of the shipment to a person or address other than that specified in the waybill.
5. “Damage” or “Partial Damage” means the shipment, or part thereof, being subject to damage affecting its condition or contents during transportation or delivery.

4. Objectives of the Compensation Policy

1. Achieving Customer Satisfaction: Working to resolve any issues or complaints encountered by the customer promptly and efficiently.
2. Transparency and Accountability: Ensuring that all complaints are handled fairly in accordance with clear standards.
3. Performance Improvement: Using complaints as a tool to improve the Company’s performance.

5. Claims Submission Procedures

1. Method of Submitting a Claim: Customers may submit complaints through several channels, including:

• Email: KSAsupportSD@aramex.com
• Telephone: 8001000880
• Any electronic forms, such as WhatsApp and live chat on the Aramex website: Help & Support Center
• Visit a branch of the Company.

2. Required Information: The customer must provide clear and detailed information regarding the complaint, including:

• The customer’s full name.
• Mobile number or email address to facilitate communication.
• Details of the complaint, such as the shipment number, date of submission of the shipping request, photographs of the damaged shipment, if available, and the commercial invoice.
• Any other supporting documents or evidence, if available.

3. Complaint Eligibility: If the complaint is valid and is submitted by the customer within a period of thirty days from the date of delivery of the shipment, the Company shall take the necessary measures to resolve the issue, which may include correcting the error or providing compensation, if necessary. If a satisfactory resolution is not reached, the customer shall have the right to escalate the complaint to a higher administrative level within the Company.

4. Acknowledgment of Receipt and Handling of the Complaint:

• Upon receipt of the complaint, the Customer Service teams shall send the customer an acknowledgment confirming receipt of the complaint, including a formal apology to the customer for any inconvenience resulting from the issue.
• The matter may require the collection of additional information from the customer or from other relevant parties, depending on the nature of the complaint. Aramex shall investigate all complaints as quickly as possible, provided that this is completed within a period ranging from 5 to 7 business days from the date of receipt of all complaint requirements from the customer.
• The customer shall be contacted after verifying the eligibility of the complaint and determining the appropriate resolution for the claim. If compensation is required, the following procedures shall be taken according to the type of service provided for the shipment:

(a) Uninsured Shipments: Monetary compensation shall be offered in line with the maximum limit of Aramex’s liability, as stated in the Compensation Policy and in the terms and conditions set out on the shipping waybills and published online in Arabic and English on the Aramex website.

(b) Insured Shipments: Aramex maintains insurance covering its full liability stated in this policy toward the customer. If the customer so requests, and after payment of the applicable consideration in accordance with the prevailing rates, Aramex shall arrange insurance coverage for the shipment on behalf of the customer, provided that the insurance coverage does not exceed ten thousand United States dollars. The insurance coverage shall be subject to the Compensation Policy and to the terms and conditions stipulated in Article 14 of the Shipping Terms.

(c) Compensation at Equivalent Value: The actual value of the shipment shall be determined according to one of the following options: the value of a similar shipment in the market at the date and place of shipment; the cost of restoring it to the condition it was in at the time of shipment; or monetary compensation, without prejudice to the provisions of paragraphs (a) and (b) above. The lower of these options shall be adopted, without regard to its commercial utility to the customer or to any indirect or consequential damages.

6. Confidentiality and Data Protection

Aramex shall maintain the confidentiality of all personal information provided by customers during the complaint submission process. Such data shall be used solely for the purposes of investigating the complaint and shall not be shared with external parties, except if required by law.

7. Policy

1. Claims:

(a) Number of Claims: The submission of claims shall be limited to one claim per shipment, as settlement of the claim shall be deemed a full and final settlement of all losses, partial losses, or damages related thereto.

(b) Claim Period: Claims shall be subject to a maximum time limit of 30 days from the date of actual delivery of the shipment.

(c) Review of Claims: Submission of a claim does not necessarily mean entitlement to compensation or the granting of any benefit to the customer, as all claims are subject to review by the competent department in accordance with specific rules and procedures aimed at verifying the validity of the claim and ensuring fairness and equity.

2. Compensation Entitlement: Where compensation is due, the sender shall be the person entitled to claim compensation, unless the recipient (addressee) is the person who bears the charges for sending the shipment or postal item.

3. Limits of Liability: Aramex shall be responsible for the customer’s shipment only while the shipment is under the care and custody of Aramex, from the date of actual receipt of the shipment until the date of final delivery to the customer. Aramex shall not bear any liability for the total or partial loss of the shipment or for any damage sustained by it once the shipment is no longer under the care and custody of Aramex.

4. Scope of Coverage:

4.1. Insured Shipments:

(a) Liability for compensation in the event of loss of or damage to insured shipments, whether domestic or international, shall be limited to the lower of the following two values: the actual value of the shipment or ten thousand (USD 10,000) United States dollars, whichever is lower.

(b) Liability for compensation in cases of partial damage to or shortage in insured shipments shall be determined by calculating the compensation amount based on the fair estimated value of only the damaged or missing part of the total shipment, provided that it does not exceed the maximum insurance coverage of ten thousand (USD 10,000) United States dollars. The lower of these values shall apply.

4.2. Uninsured Shipments:

(a) Liability for compensation in the event of loss of or damage to uninsured shipments shall be limited to the lower of the following two values: the actual value of the shipment or twenty-five (25) United States dollars for domestic shipments, and one hundred (100) United States dollars for international shipments, whichever is lower.

(b) Liability for compensation in cases of partial damage to or shortage in uninsured shipments shall be determined by calculating the compensation amount based on the fair estimated value of only the damaged or missing part of the total shipment, provided that it does not exceed the specified maximum compensation amount of twenty-five (25) United States dollars for domestic shipments and one hundred (100) United States dollars for international shipments. The lower of these values shall apply.

4.3. Misdelivery: Aramex shall carefully review all misdelivery claims submitted by customers through the competent department.

(a) If, following verification, it is established that the shipment was delivered to an incorrect customer as a result of an error by Aramex, the following corrective actions shall be taken:

• An attempt shall be made to retrieve the shipment from the incorrect recipient.
• The shipment shall be redelivered to the intended recipient if it is retrieved.

(b) If the shipment cannot be retrieved, the shipment shall be treated as lost, and the approved compensation policy shall be applied in accordance with the terms and conditions.

(c) Aramex shall not be liable in the following cases:

• If delivery was made to the address stated in the waybill.
• If delivery was made to a location predetermined by the recipient, such as service centers.
• If delivery was made to an alternative collection point at the direct request of the recipient.
• If delivery was made to another person based on an authorization or an official request from the customer.

4.4. Delivery Delay: Aramex shall compensate its customers in the amount of USD 25 if shipments are not delivered within the period specified in the terms and conditions stated in the waybills and published on the website in both Arabic and English. The delivery time shall be calculated from the time Aramex actually receives the shipment from the customer. Aramex shall not be liable if the customer makes any changes to the shipment route, or if the shipment encounters circumstances beyond the Company’s control, such as:

• All shipments that have an issue with personal details, such as addresses and contact details.
• Shipments for which delivery was attempted for the first time without a response from the customer (unsuccessful delivery).
• Shipments deposited at branches, lockers, or designated locations, where the customer was notified that the shipment was ready for delivery but did not respond.
• Shipments that the customer requests to be redirected to another geographical address, or for which the customer requests a change in the method of delivery.
• Shipments delayed due to verified exceptional operational circumstances, such as vehicle accidents, major incidents in warehouses, or failures affecting Aramex’s operational systems or those of any third party involved in the transportation procedures.
• Shipments delayed due to force majeure, such as natural disasters.

4.5. Exclusion of Compensation: Under no circumstances shall Aramex be liable for any consequential, special, incidental, or indirect damage, regardless of the cause thereof, whether or not Aramex was aware that such damage might occur, including, without limitation, loss of income, profits, interest, benefits, or market loss.

Aramex shall also exclude liability for compensation in the following cases:

• A claim that is contrary to the terms and conditions stipulated in the service contract, stated in the waybills, or published on Aramex’s official website.
• Failure to disclose the nature or contents of the shipment at the time of dispatch.
• Shipping prohibited or restricted materials under Aramex regulations or the applicable regulations of the competent local or international official authorities.
• Packaging that is unsuitable for the nature of the shipment.
• Providing inaccurate or incomplete information.
• Additional delay or confiscation of the shipment by any local or international governmental authority.
• Imposition of governmental fees or fines for which Aramex bears no responsibility.
• Natural disasters, severe weather conditions, wars, riots, or any exceptional circumstances beyond its control.
• Damage resulting from the nature of the transported materials where such nature was not disclosed and appropriate packaging was not used.
• A request for reimbursement of shipping charges made more than three (3) years after the time of the claim.
• Failure to pay the fees payable by the customer.

8. Service Improvement

Complaints are used as a valuable tool for improving our services. Each complaint will be carefully reviewed to determine whether improvements to internal procedures or processes are required.

9. Communication with Customers

Customers shall have the right to follow up on the status of their complaints at any time through the communication channels referred to in Clause 5. We are committed to maintaining continuous communication with the customer and providing the necessary updates throughout the complaint-handling period.

10. Conclusion

Our Company affirms its commitment to providing a transparent and fair working environment that enables our customers to express their opinions and complaints. We hope that this Policy will serve as a clear guide to how we handle complaints, and we are committed to improving your experience with us.

For any additional inquiries or further details regarding how to submit complaints, please contact us through the available communication channels.