SPL’s money-back guarantee (“the Guarantee”) is subject to the following conditions:

A. The Guarantee only applies to the services

“Express Plus is a domestic service ”

B. Customer must notify SPL of any claim for late delivery, if the shipment hasn't been delivered within SLA, the compensation button will appear automatically on the tracking page of the shipment, customer must request compensation within 14 calendar days of the shipment date and provide SPL with the bank account number (if any), the waybill number, the date of shipment, and complete receiver information. Within 30 calendar days, after the customer notifies SPL, SPL shall either:

- Provide the customer with a credit or refund,

- Provide the customer with information explaining the reason the shipment is not

eligible for the Guarantee under the applicable limitations or exclusions, or

- Provide the customer with evidence of timely delivery.

C. Customer may not permit any other party to notify claims on its behalf nor assign claims to any other party. Payment by SPL of the compensation to the customer shall constitute a full release of SPL obligations for any delay under the Guarantee.

D. The Guarantee will not apply where late delivery or failure to deliver is due to circumstances beyond SPL control, as set out in the SPL Terms and Conditions of Carriage and including customs delays, inaccurate or incomplete shipment information, delivery instructions or information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), or receiver’s request for delay, shipment diversion or non-standard clearance services; or unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested.

E. All other provisions of the SPL Terms and Conditions of Carriage apply. The Guarantee is subject to modification or cancellation by SPL at any time.

F. If a customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact his own insurance agent or broker to insure against such risks, as SPL does not assume such liabilities. SPL does not provide and will not arrange such shipment insurance.

G. The Guarantee does not apply to:

(i) shipments linked to clinical trials where temperature sensitive packaging is being used;

(ii) the extra charges applicable to any optional service sold with the shipment, e.g. packaging;

(iii) shipments with pieces exceeding the defined weight or size limits

H. Service Restrictions/Guidelines

A. The Service is available only from specified SPL branches to specified destinations as con the website.

B. The Service is not available for unacceptable shipments as defined in the SPL Terms and Conditions of Carriage or for shipments that do not meet any other restrictions on size, weight, commodity, or value identified by SPL.

Delivery time is scheduled based on the destination. Some destinations will take 1 day delivery, others take 2 days delivery time. The following table clarifies each city with the promised delivery time:

For shipments deposited at our retail network after 4 pm, one extra day should be added to the transit matrix shown in the table above

I. UNDELIVERABLE shipments

Delivery will perform 3 delivery attempts on 3 consecutive business days.

J. Restricted Items

The following goods/items are restricted from the carriage.

· All materials against Islam and its rules and regulations OR offensive material that may impact religious sentiments

· Financial instruments, such as Cash/Currency, Bearer cheques, Traveler's cheques, Money orders, and Negotiable instruments and forms alike

• Pornographic materials
• Ionizing and Radioactive materials
• Dangerous/Hazardous Goods and Flammable materials/Chemicals
• Live plants & Livestock
• Alcohol, Narcotics, and psychotropic drugs
• Firearms and parts thereof
• Jewelry
• Post Box Addresses
• Gambling items and Slot machines
• Furs or Ivory
• Food