Legal · Client Service Agreement

Client Service Agreement

These terms apply to every hand-carry assignment we accept, unless a signed framework agreement with your company says otherwise. They are deliberately short, the deal should be as fast to read as we are to fly.

1. What we agree to do

We provide on-board courier service: collection, carriage as cabin baggage by a vetted courier on scheduled flights, and personal handover against signature, on the routing and schedule named in the accepted quote. The quote, including its flight, timing, price and any special conditions, is part of this agreement once you confirm it.

2. Quotes, confirmation and the 60-minute window

Quotes are firm for the validity stated on them (standard: 60 minutes) because airline seats reprice continuously. “Job confirmed” by e-mail, portal or the quote form forms the contract. If the named flight sells out inside the validity window before your confirmation, we requote, we never substitute silently.

3. Your declarations

You declare that the shipment matches its description, contains nothing on the prohibited list, and that you are entitled to ship it. The courier inspects and seals the consignment at collection; a shipment that does not match its declaration can be refused at the door with the ticketing costs due.

4. Liability, the honest numbers

Carriage by air is subject to the airline's conditions and applicable conventions. Our own liability for loss of or physical damage to a consignment while in our custody is limited to the lower of the declared value or AED 1,850 (≈ US$ 500) per assignment, unless all-risk cover under clause 5 was agreed before departure. We are not liable for indirect or consequential loss, production downtime, lost profit, penalties, regardless of cause; that is what declared-value cover and your own business insurance are for. Nothing in this clause limits liability that cannot lawfully be limited, including for wilful misconduct.

5. Declared value & all-risk cover

For consignments above the standard cap, declare the value on booking. We arrange all-risk transit insurance for the declared amount as a priced line item on the quote; cover runs seal to signature. High-value categories (jewellery, banknote instruments, fine art) are accepted only with declared value, verification under our KYC standards, and cover in place before wheels-up.

6. Timings

Flight times belong to the airlines. We quote the routing honestly, including connection and customs margins, and re-book at our cost onto the next viable departure when a named flight is delayed or cancelled. Quoted delivery times are diligent estimates on scheduled services, not guaranteed arrival times; where you need a contractual deadline with remedies, we agree it in writing per assignment.

7. Customs

Formalities and duties are allocated per the Customs Responsibility Matrix. Unless the quote states otherwise, export/import clearance is quoted separately, duties and taxes are for the shipper's or consignee's account, and delays caused by missing documents you were asked to provide are not service failures.

8. Payment, cancellation, refunds

Invoices are due per the quote (standard: on confirmation for new clients, account terms for framework clients). Cancellation follows the Refund & Cancellation Policy, which is part of these terms.

9. Claims

Visible damage: note it on the POD at delivery. All claims in writing within 14 days of delivery (or scheduled delivery), with the custody record reference. We answer claims within 10 business days with a decision or a stated investigation path.

10. Law and venue

UAE law applies; exclusive venue is the courts of Dubai, or, where both parties agree in a framework agreement, DIFC courts or arbitration.

Version 1.0 · August 2026 · drafted for review by UAE counsel before reliance