Terms and Conditions of
Shipping Service in Branches

These terms clarify the responsibility of Saudi Post | SPL regarding the mechanism for requesting the retrieval of postal items, modification of the recipient's address, recovery of items delivered by mistake, cases where delivery could not be completed due to the recipient's non-response, the declared value and limits of liability for compensation, prohibited items, and unforeseen liabilities.

Request for Retrieval of Postal Items

Saudi Post | SPL allows the sender to cancel a delivery request (retrieve the shipment) under the following conditions:

Retrieval Request within 3 Hours of Shipment Request:

• If the shipment is still at the branch, it will be returned to the sender, and the service fees will be refunded. If the shipment has already left the branch, a request will be made to return it to the branch, and it will be delivered to the sender upon arrival, along with a refund of the service fees.

Retrieval Request after 3 Hours of Shipment Request:

• If the shipment is still at the branch, it will be returned to the sender without refunding the service fees. If the shipment has left the branch, the sender must submit a retrieval request through the SPL website or available customer service channels. The shipment will be delivered to the sender upon arrival, and any applicable fees will be charged.

Request to Modify Recipient's Address

The customer has the right to request a modification of the recipient's address for a fee through the SPL website or via the available SPL customer service channels, provided the request is made before the shipment arrives.

Retrieval of Incorrectly Delivered Postal Items

If a shipment is delivered to the wrong person, the sender must submit a request through the SPL website or via the available SPL customer service channels. SPL will attempt to retrieve the shipment. If retrieval is not possible, SPL will compensate the sender with the full value of the shipment if it was insured. If the shipment was sent without insurance, the sender will be compensated according to the lost shipments compensation policy as outlined in the SPL Compensation Policy

Undelivered Postal Items Due to Non-Response from the Recipient

• Express Service: If delivery fails for any reason after three attempts to contact the recipient (such as inability to reach the recipient, non-responsiveness, refusal to accept the shipment, or failure to provide delivery instructions), the shipment will be held at the recipient's local branch for 10 days. If the shipment is not collected, it will be returned to the sender's branch and held for another 10 days. If the sender does not collect it, the shipment will be held in operation for 6 months, after which SPL reserves the right to dispose of the shipment.
  
  
• Economy Service: If the recipient fails to collect the shipment from the branch within 30 days for any reason (such as inability to reach the recipient, non-responsiveness, refusal to accept the shipment, or ignoring the collection), SPL reserves the right to return it to the sender's branch, where it will be held for 30 days. If not collected, the shipment will be stored in operations for 6 months, after which SPL reserves the right to dispose of it.
  

Declared Value and Limits of Compensation Liability

The compensation policy for shipments aims to clarify and define the scope and mechanism for compensating customers (senders) via Saudi Post - SPL for damaged or lost shipments. There are two types of compensation: the first is for shipments insured by the customer under the shipment insurance service, and the second is for shipments not insured by the customer (sender). You can find detailed information through the SPL Compensation Policy.

Prohibited Items

Parcels containing any of the prohibited items listed will not be shipped. For a detailed list, please refer to the Prohibited Items Policy on the Saudi Post | SPL website.

Unforeseen Liability

While SPL strives to provide prompt delivery services according to the delivery schedules, SPL will not, under any circumstances, be liable for any delays in the receipt, transport, or delivery of any shipment due to the following reasons:

• Force majeure, or any reasonable cause beyond the control of SPL.
• Negligence or omission by the sender, recipient, any government official, any postal service, or any other party claiming an interest in the shipment.
  

Terms and Obligations of the Sender Using the Service

• The sender must review and accept the terms and conditions of the service, the contract, and the payment and refund mechanisms before agreeing to execute the order.
• The sender is required to pay the service provider according to the terms agreed upon in the service contract.
• The sender is responsible for the accuracy of the information and data entered by them.
• The sender guarantees that all shipped items are correctly described on the shipping bill and are not classified as prohibited goods by SPL.
• The sender confirms compliance with all applicable laws and regulations in the Kingdom of Saudi Arabia that the shipment may be subject to during its transit to, from, or through the country.
• The sender declares that all information provided to SPL or listed on the shipping bill is accurate and complete.
• The sender agrees to indemnify SPL and bear any damages, claims, or expenses arising from non-compliance with any applicable laws or regulations.
• The sender alone is responsible for all costs and expenses related to the shipment, including costs incurred in returning the shipment to the sender or storing the shipment pending clearance.
• The sender acknowledges SPL's right to reject or accept the transportation of any shipment and that the transport of any category of shipments is subject to its discretion.
• Any person who receives or finds postal items that do not belong to them must report them to the service provider using one of the approved communication methods.

Right to inspect Shipments

SPL reserves the right, but is not obligated, to inspect or open any shipment before acceptance for the purpose of examination.

General Obligations

• Compliance with Customs Regulations: SPL commits to adhering to all rules and regulations applied by the Zakat, Tax, and Customs Authority on exports and imports and is responsible for any customs violations committed by the sender, including the payment of any applicable fines.
• Customs Inspection: SPL is obligated to present and open all inbound and outbound parcels for customs officials to complete the necessary customs procedures.
• Compliance with Regulatory Requirements: SPL will follow customs instructions to present parcels containing regulated items to the relevant authorities, such as the Ministry of Agriculture, Ministry of Health, Ministry of Media, Ministry of Commerce, Ministry of Interior, and other relevant governmental bodies.
• Service Information Transparency: SPL commits to clearly displaying service information, pricing, promotional offers (if any), and the terms and conditions of the service to the beneficiary.
• Customer Consent: SPL ensures that the beneficiary agrees to the service provided, including pricing, payment methods, cancellation, and refund policies, before executing the order or subscribing to the service, including any updates. SPL is responsible for proving this consent.
• Correction of Errors: SPL reserves the right to correct any errors or discrepancies in weight and re-invoice the customer accordingly.
• Order Tracking: SPL provides order tracking capabilities.
• Confidentiality: SPL is committed to maintaining the confidentiality of beneficiaries' information and is responsible for protecting it, only disclosing it upon a judicial order or at the request of the authority.
• Delivery Time: SPL is committed to clearly stating the maximum time required to deliver the order to the beneficiary.
• Quality Standards: SPL establishes standards for enhancing customer experience, measuring it, and improving based on feedback and evaluations from beneficiaries.
• Invoice Provision: SPL provides a paper invoice detailing the order, the amount paid, customer information, and a tracking number for shipment tracking.
• Customer Support: SPL offers a free customer contact center within the Kingdom and publishes contact numbers and addresses through which customers can make inquiries.
• Complaint Management: SPL maintains an administrative section dedicated to receiving, managing, and addressing customer complaints.