Policy for dealing with customer complaints

The customer has the right to submit a complaint to the company… With regard to the service provided to him, provided that it does not exceed the date of submission of

Complaint 30 days from the date of the incident that is the subject of the complaint or from the end date of the agreed-upon period for implementing the complaint. During the service.

When a complaint is submitted, it will be processed within a period not exceeding 10 working days, unless the dependent requests More coming Additional procedures.

A complaint can be submitted through all customer communication channels by

visiting the Chat with Customer Service link. : ……

The customer will be provided with a reference number for his complaint, and the expected duration for processing it via text message or email. Electronically orThe customer can escalate his complaint to the competent authorities in the event of his dissatisfaction.

To follow up on the status of the complaint and its details, the customer can contact the call center number to It is being serviced And provide him with what he needs.

No fees will be charged for filing a complaint.

Shipping Company is committed to dealing with complaints fairly and effectively.

Shipping Company is committed to monitoring the privacy and confidentiality of any personal data. No individual involved in the complaint will participate.Or responsible for managing the complaint in the investigation process in the event of a conflict of interest. We reserve the customer’s right to file a complaint and are committed to the effective and efficient resolution of complaints or problems that arise. It may arise About the services we provide.

Company representatives will be subject to… For ongoing training on the complaints management policy, they will have access to Direct access to relevant documents in order to facilitate effective handling of complaints. All representatives of the company acknowledge.

The complaints management system included in this policy and internal procedures will be reviewed periodically (annually). (at least), with the aim of enhancing transparency and efficiency and achieving the highest levels of customer satisfaction. Establish a management policy Our complaints are always available on our website:

The customer can learn about his rights to submit complaints by visiting

Terms and Conditions-

Customer rights and responsibilities –

Terms and conditions

These terms and conditions are subject to the regulations in force in the Kingdom of Saudi Arabia or in the country in which From which the bill of lading originated

Shipments that are transported to and between specific locations within a country are also subject to mandatory rules. stipulated in the laws of these countries and the applicable international treaties that govern air transport, laws and regulations Laws, decisions, rules, circulars and legal orders of public authorities. and applicable public policies

In the event of a third party claim, this Agreement shall be subject to the limits of each party’s liability. As stipulated in the policy. The shipment issued by each party, the governing law and the place of jurisdiction

The liability of transport companies must not, in any case, exceed the amounts stipulated in the law. The applicable national code or the applicable law.

Introduction:

Agreed terms and conditions related to transportation. These terms explain the responsibility of the shipping company and Its partners in any case of loss, damage, delay, wrong delivery, or non-delivery, and what happens to the person Hannah during its transportation, and the customer must read these conditions carefully, just as a blind person must To request insurance on the shipment If it is of a financial value higher than the limits of liability and will result in an increase in the amount of the poly Share.

1.Application:

(1-1) These conditions apply to the transportation of shipments through existing shipping companies, in accordance with the services provided. These services may be modified from time to time.

(1-2) In the event of a contradiction between these terms and conditions in the bill of lading (statement of Hannat (this is…

The conditions are what govern, prevail and apply to (the client).

(1-3) These terms supersede any other terms or conditions, oral or written, unless they conflict with any applicable law. or otherwise agreed by the company through special contracts or customized services.

(1–4) These Terms supersede all previously published terms and conditions.

(1-5) A company can…subcontract the performance of services and contracts on its behalf, in accordance with To the rules and regulations approved by the relevant authorities.

9. Non-transportable materials:

The following items are not transportable unless otherwise agreed with the shipping company: Transport D, explosives, human remains or body parts, firearms, plants, grains and foods, agricultural materials Live, waste or dangerous goods, dead or live animals, liquid or gaseous substances .

Additional restrictions may apply depending on destination (shipping companies do not accept any responsibility for items prohibited during the transportation process.

10. Packing and labeling:

(10-1) It is the customer’s responsibility to prepare, pack and wrap all the contents of the shipment. And transport it safely, taking into account that transport is carried out with normal handling care, and care must be taken Client of the laws, laws and regulations governing packaging methods by placing adhesive labels appropriate to the nature of The content of the shipments, and the company does not bear any responsibility for the content of the shipments. …..Any claims regarding improper packaging of the shipment by the sender.

(10-2) The company… is not responsible for any damage arising from changes in temperature or pressure or for other reasons. Relationship to the nature of the shipment content.

11. Inspection of shipments:

(11-1) Shipping companies can choose and/or (at the request of the competent authorities) inspect any shipment for Shipments and inspect them at any time without consulting the customer, and shipping companies will not bear any obligations of any kind. As a result.

(11-2) According to applicable regulations, shipping companies may apply random X-ray scanning of For shipments, the customer is not entitled to claim compensation for any damages as a result of this safe procedure. No.

12. Abandoned, abandoned or returned shipments:

• If the shipment cannot be delivered for any reason, such as:
• The inability of (shipping partners) to communicate with (the customer).
• The customer’s inability to provide (shipping partners) with information and instructions regarding his shipment within three days. Three (3) months from the date of
• shipment.
• The customer ignored receiving his shipment.
• The customer does not pay any fees required for the shipment.
• The customer refuses to receive the shipment(s)
• Directing the shipment to an area not covered by shipping company services
• Failure to perform customs clearance of the shipment for any reason.
• The shipment/shipments were rejected by government agencies. The shipping company and its partners have the right, at its own discretion, for example, not to To be limited to: returning it, storing it, destroying it, or taking any other action to serve its interest, after D.
• Three (3) months have passed from the date the shipment was sent, and this is in accordance with the regulations. Its own and the organization for that.
• The customer remains responsible for any costs and/or fees and/or expenses resulting from returning, storing or returning the item. Any fees or any other additional fees resulting from these terms and conditions.
• The customer does not have the right to request proof of shipment delivery after three (3) months have passed. Consignment date.

The shipping company does not accept any claims for delay or non-delivery in the following cases:

• Delivery was made to the address specified on the waybill or the address confirmed by the consignee.
• Delivered to the location (service centers or postal rooms) requested by the addressee.

-Delivered to any other delivery point required by the consignee.

• The first delivery attempt was made but the shipment could not be delivered due to the customer not being there. Address, or wrong address, non-payment of amounts due, failure to accept delivery of the shipment, lack of photo identification In the event that the Customer is unable to provide the verification code, or for any reason beyond the control of Shipping company

17.Claims:

(17-1) All claims for lost shipments must be submitted within a maximum period of thirty (30) days from Shipping date.

(17-2) All claims for damaged shipments must be submitted within a maximum period of forty-eight (48) years. Hours from the date of receipt of the shipment, and the customer’s failure to adhere to these periods forfeits his right to claim compensation. Compensation for loss or damage.

18. Additional wages:

The shipping company reserves the right to estimate fuel charges and other additional charges on the shipment without Notify the customer of this.

19. Governing law and approved language:

These terms do not exclude any liability where the exclusion of such liability is prohibited by The law of the country of the recipient of the shipment, and if any condition is not effective or invalid, it must It does not affect the other parts of these terms, and the text in the Arabic language is considered the translated text. Extend the explanation These terms and conditions.

Customer rights:

The right to access the communication information with the company and the details of the address and the prices of services and their advantages, and any limitations or exemptions

1- to use it, or any fees that will be applied at these values or exceptions

2- The right to obtain the shipping company’s services without discrimination unless the service being requested is not within the obligation The shipping company has died, is not licensed, or cannot be delivered for regulatory reasons.

3- The right to obtain the service according to what was agreed upon in the service contract, and without violating the regulations. H and the regulations in force locally.

4- The right to obtain a copy of the service contract and the right to take a copy of it, taking into account the storage period, which is One year from the date of service provision.

5- The right to obtain a bond – paper or electronic – for the amount paid to the shipping company. Indicate the type of service that was paid, the amount of payment and its date.

6- The right to maintain the privacy of information. It is guaranteed and may only be accessed by Pursuant to a legal justification or a request from authorized parties.

7- The right not to ask for any financial compensation except for the service he requested.

8- The right to return the excess amounts paid, within a maximum of 15 working days from the date of He saw it or added it as a balance in his subscription account with the shipping company.

9- The right to submit a complaint to the shipping company within a period not exceeding 30 days from the date of the service contract. To you through all available means, whether electronic, telephone, or in person. Check and then obtain a complaint reference number.

10- The right to have his complaint addressed by the shipping company within a period not exceeding 14 working days from the date of File a complaint.

11- The right to escalate the complaint to the regulatory authorities, in the event that the period expires without the shipping company Solve the problem.

Client’s responsibilities:

. Review the terms and conditions of the service and its obligations mentioned in the service contract before using the shipping company’s services -1

Adherence to the terms of the service and its obligations, and not to misuse the services of the shipping company and its partners in any way. It was the same as intentionally sending material that is not 2. It is

authorized to be transported, has a threatening nature, or causes inconvenience.

. Reviewing the data he provided to the shipping company during the implementation of the service contract -3

. His responsibility for all data and information provided by him in the service contract and the consequences thereof. Ha-4

. His responsibility to pay the financial compensation for the service agreed upon with the shipping company in the service contract -5

. To ensure the safety of the shipment before signing to receive it -6

. To inform the shipping company through any of the approved communication channels in the event of receiving a shipment that does not belong to him or Found – 7

Fill and correct seduction at shipping and alleviate the ability to destroy the content

Whether if you delete small or large size goods, mobilization and correct seduction of these goods protect them from the number of dangers that may be exposed to it and caused them to wrap it, and whenever the period of adults is increased, it increases, increasing my potential It is exposed to the dangers, and one of the great importance of mobilization and seduction processes, to you some Important tips in order to complete this process optimally.

A set of tips for correct packaging when shipping:

First, we will highlight some tips for packing the goods you need. different, and we will divide these goods according to size, each size has special advice With it.

Use cardboard boxes:

The majority of small sized products are eligible to be shipped in parcels, which is A cardboard box is better than plastic bags because it provides more protection. It is preferable to use new boxes, not damaged, torn or bent.

Fill in all the blanks in the box:

When you place the product inside the box, there must be empty spaces on each side. B, ranging from 5 to 8 cm, these spaces must be filled with covering materials Such as bubble wrap, paper or Styrofoam, in order to protect the package from strong shocks This also helps prevent Keep the packaging safe from moving inside the box, and if you are shipping electronic items, make sure that Water it with anti-static materials before filling the gaps around it.

Use of packing tapes:

After filling the box, packing tapes can be used on the factory seams. Make sure to prevent the box from being opened accidentally, and the adhesive tape must be strong and secure. Enough that the box remains closed during shipping and transportation operations, and it must be Keep the top cover open and screw it in at the end, in case I had to change things or add more items to the box.

Place a dense lining around the package inside the box:

Reducing the size of the liner around the package inside the box may give a chance of it breaking or If it is damaged, it is preferable to use dense cushioning materials such as Styrofoam or plastic. Dense foam helps protect the shipment and greatly strengthens the box. B. Avoid filling the spaces with weak cushioning materials such as paper, because these materials compress More easily than dense materials, which may cause breakage or damage to the contents of the tray Ndok.

Avoid making the load too heavy:

Very heavy boxes are often dropped due to difficulty in handling. With it, so it is preferable to divide heavy shipments into multiple packages, or dismantle the packages If possible, to facilitate its shipment and transportation, it is also preferable to place the heavy shipment on A pallet made of wood and designed to withstand the pressures of loading and unloading cargo. heavy, So that the shipment can be unloaded by forklift, it is best to place the Place heavy items in the center of the shipment inside the box to prevent them from tilting when transported. For a crane.

Make sure the package is stable:

Before closing the top cover of the package, shake the box to ensure that it does not The package moves from within. If there is significant slippage of the package, the package must Make sure that the spaces around it are well lined.

Tips for packing and wrapping some other materials:

Packaging of fragile materials:

Fragile products such as glassware and ceramics are more dangerous to Shipping and transportation costs, due to their easy breakage, so they need more Take great care when packing and packaging, so that it reaches its destination without being exposed to damage. Or damage, so we will review the method of packing and wrapping these materials to provide Protection Great for her.

Roll the item itself:

If the fragile item is not accompanied by its own box, it should be wrapped in a film of paper first, then put adhesive tape around the paper to prevent it from unraveling, and if there are holes In the item, it should be filled with paper as well, then wrapped with one or two layers of cling film. Even halls The entire item is covered, also avoid sticking it too much otherwise it may The customer secreted the item while removing the tape completely.

Place a lining layer around the item:

The goal of lining the element is to prevent it from moving too much, and this is done through Use cushioning materials such as bubble wrap, airbags, or paper, so that Cover the box with lining material until a height of 2 cm, then we place the item in the box. Lay it out, then we put the lining materials Densely in the spaces on the inside of the box.

Use high-quality packing and wrapping materials

Heavy-duty packaging should be used, and the seams should be taped to seal. Because a well-sealed box is the item’s first and most solid layer of protection, it may These high-quality packaging materials are expensive, but they help protect the packaging. When transporting and shipping it.

Packaging of products of unusual shape:

Oddly shaped items are items that do not take the shape of a square or rectangle. Some of the goods actually have strange shapes, such as car spare parts, furniture, Tires, sporting goods, carpets, etc., which are difficult to pack, so we should be here Choose the electrical substances that allow the easily to leave for these elements to provide adequate protection for them, and we have now clarified the idea of filling and seizing some of these elements.

For large products:

It is wrapped in bubble wrap and the protruding parts are covered with polystyrene strips. Then place it in a wooden box or corrugated cardboard box, lining it with foam. The air around the element.

For rolled goods such as fabrics and carpets:

Each item is wrapped in plastic, then placed inside a plastic box. Cardboard.

For small items (such as bottles):

They are wrapped in bubble wrap and can be placed as multiple units within one box. Using a barrier to prevent them from colliding with each other.

Important points for wrapping and packing items of unusual shape:

Oddly shaped items require more attention to detail to minimize Chances of damage during transportation, and here are some things that we should take into

consideration. Congratulations:

Do not leave sharp edges exposed. Cover them with pieces of cardboard or plastic. Rain to prevent damage.

Always test the strength of the box or carton, especially if you are packing Heavy and bulky products such as gym equipment and furniture.

If there is no flat surface to place the decal, use clear tape to secure it. Apply it completely to the item so that it does not fall easily.

Some pictures show proper packaging and the types of labels needed: