Terms & Conditions of use of the DTDC website
These Terms and Conditions constitute a legally binding agreement between you (the "customer", "sender" or ”shipper”) and DTDC Eurostar Courier & Cargo LLC ("DTDC"), governing the use of our courier, logistics and related services.
By using our services, you acknowledge that you have read, understood, and agreed to be bound by these terms.
1. Our Contract with You
These Terms and Conditions, together with any supplemental terms provided by our international offices, constitute the entire agreement between you and DTDC regarding the shipment of your package.
2. Definition of “Shipment”
A “Shipment” refers to all documents, parcels, or packages listed under a single airway bill and transported by us from origin to destination, whether domestically or internationally.
3. International Shipments
You authorize DTDC to act as your agent for the purpose of clearing and entering your shipment through customs. You are responsible for providing all necessary/relevant documentation and complying with all applicable import/export laws.
4. Domestic Shipments
You authorize DTDC to collect, transport, and deliver your shipment within the United Arab Emirates in accordance with applicable UAE laws and regulations.
5. Shipments We Do Not Accept Prohibited Goods & Restricted Commodities
We do not accept shipments containing prohibited or restricted goods as listed on the DTDC website or prohibited under applicable laws. DTDC reserves the right to refuse any shipment at its sole discretion.
6. Inspection and Charging
We reserve the right to open and inspect any shipment at our discretion or upon the request of authorities. Additional charges may apply based on the weight, dimensions, destination, or nature of the contents.
7. Claims
Claims for loss, damage, or delay must be submitted in writing within 7 calendar days of delivery (or the expected delivery date). Claims must include all relevant documentation, including airway bill number, proof of value, and photos, if applicable.
8. Limited Liability
If a shipment (Export or Import- International) is moved without opting for insurance, our maximum liability is limited to USD 100, or the actual value of the shipment, whichever is lower. If a shipment (Domestic- local UAE) is moved without opting for insurance, our maximum liability is limited to AED 100, or the actual value of the shipment, whichever is lower. This limitation applies regardless of declared value.
9. What “Actual Value” Means
The “Actual Value” is defined as the lower of:
- The cost of repair or replacement,
- The fair market value at the time and place of shipment,
- Or USD 100 for uninsured international shipments or AED 100 for uninsured domestic shipments.
10. Insurance
DTDC offers optional shipments (cargo) insurance to cover the declared value of your goods in the event of loss or damage. Insurance must be requested at the time of booking and paid in full. Without insurance, liability is limited as stated above.
11. Circumstances Beyond Our Control
We are not liable for any delay, loss, or damage caused by circumstances beyond our control, including but not limited to:
- Natural disasters
- Acts of God
- Weather conditions
- Customs delays
- Strikes or labour disputes
- Civil unrest or terrorism
12. Consequential Damages
We are not liable for any indirect, incidental, special, or consequential damages — such as loss of income, profit, or business opportunities — resulting from the delay, loss, or damage of a shipment.
13. Warsaw Convention
If the transportation involves an international destination, the Warsaw Convention or Montreal Convention, as applicable, may govern and limit our liability.
14. Proof of Delivery (POD)
DTDC provides digital Proof of Delivery (POD) upon request. Hard copy PODs are not provided unless explicitly requested at the time of booking and may incur an additional fee.
15. Compensation
We reserve the right to settle any valid claim at our discretion, either by repair, replacement, or reimbursement, not exceeding the applicable liability limit.
16. Non-Deliverable Shipments
If a shipment is undeliverable due to an incorrect address, recipient unavailability, or other issues beyond our control, we will attempt to contact the sender. If resolution is not possible, the shipment may be returned, discarded, or re-routed at the sender’s cost. Storage charges may apply for undeliverable shipments.
17. Dutiable Goods
For shipments subject to duties, taxes, or other government charges:
- The recipient is responsible for all such charges.
- If unpaid, the sender agrees to bear these costs.
- Shipments may be held until all duties are settled.
18. Shipper Liability in Respect of Destination Charges
If (a) DTDC is required to pay any taxes, duties, levies, penalties, or charges on behalf of the shipper, receiver, or a third party, (b) the selected billing option indicates that the receiver or a third party should pay any charges, or (c) any such amounts are imposed, rightly or wrongly, by government authorities or incurred by DTDC due to any circumstances, including but not limited to the failure of the shipper or receiver to provide correct information, documentation, permits, or licences required in connection with carriage, the shipper shall be jointly and severally liable to DTDC with the receiver and any such third parties for payment of those amounts.
Where the selected billing option indicates that payment is to be charged, at first instance, to the receiver or any third party, DTDC will (without prejudice to the shipper’s contractual liability) first demand payment from the receiver and/or such third party. If the amount is not immediately settled in full, the shipper shall be liable to DTDC upon first written demand.
In all other cases, the shipper undertakes to pay the relevant amounts to DTDC at first request. DTDC shall not be obliged to pursue claims separately against the receiver or third party before recovering from the shipper. In case of doubt, the burden of proof that payment has already been made lies with the shipper.
19. Payment Confirmation
Once a payment is successfully made, a confirmation notice will be sent to the customer via email and/or SMS within 24-48 hours.
20. Cancellation Policy
Customers may cancel their shipment order within 24 hours of booking, provided that the shipment has not yet been dispatched or processed.
21. Refund Policy
If an order is cancelled within the allowable time and the shipment has not been picked up or processed, a full refund will be issued. No refunds will be issued once the shipment is in transit.
22. Data Entry
DTDC collects, uses, stores, processes, retains, and, where appropriate, securely deletes personal information provided by Customers in connection with its courier, logistics, and related services, in accordance with applicable laws and DTDC's Privacy Policy.
Customers are responsible for ensuring that all information provided is accurate, complete, and up to date. DTDC retains personal information only for as long as necessary to fulfil legitimate business, legal, regulatory, operational, customs, taxation, and record-keeping requirements, after which such information may be securely deleted or anonymised in accordance with applicable law.
Customers are responsible for maintaining copies of any information or documents submitted through DTDC's website or online portal. To the maximum extent permitted by law, DTDC shall not be liable for any loss, alteration, corruption, or deletion of such information, except where caused by DTDC's gross negligence, wilful misconduct, or where liability cannot legally be excluded.
Use of this website is also subject to DTDC's Privacy Policy, which forms an integral part of these Terms and Conditions.
23. Delivery / Shipping Policy
We offer shipping to all major global destinations, with a focus on the UAE and surrounding regions. Delivery times may vary depending on destination and service level. All transit times provided are estimates and not guarantees.
24. Customer Communication
By using our services, you consent to receive communications from us via SMS, email, or phone, regarding your shipment status, payment, and service updates. We do not send unsolicited marketing messages unless you opt-in.
25. Policy Updates
We may update these Terms and Conditions from time to time to reflect changes in our services, technology, or legal requirements. Any changes will be effective immediately upon posting. Customers are encouraged to review this page regularly.
26. Governing Law
These Terms shall be governed by the laws of the United Arab Emirates. Any dispute shall be subject to the exclusive jurisdiction of the competent courts of the UAE..