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Terms & Conditions of iFAST Express Delivery Services LLC

1. Introduction

These Terms and Conditions govern the use of delivery services provided by iFAST Express Delivery Services LLC ("iFAST", "we", "us", or "our"), a delivery service platform based in Dubai. By accessing or using our services, including our website, mobile application, or any related communication platform, you agree to comply with and be bound by these Terms.

If you do not agree to these Terms and Conditions, you must not use our services.

iFAST reserves the right to update, amend, or modify these Terms and Conditions at any time, and we will notify you of any material changes via our website or other appropriate communication channels.

2. Services Provided

iFAST offers the following services:

  • Last-mile delivery services within the UAE
  • Cash-on-delivery (COD), bank transfer, and related collection services for select goods and services
  • Express courier and priority delivery services for urgent items
  • Order tracking, delivery coordination, and customer communication support
  • Customer service and operational support for complaints, inquiries, and investigations

3. Delivery Restrictions

By using our services, you agree not to send any prohibited, dangerous, or restricted goods. iFAST reserves the right to refuse any order or cancel an existing order if the contents are found to violate applicable law or our safety requirements. Restricted items include the following categories:

  • Explosives, weapons, or hazardous products, including flammable goods
  • Alcoholic beverages
  • Drugs, narcotics, or cigarettes
  • Medical products requiring special regulatory handling
  • Live animals
  • Illegal goods or items that violate local laws in the UAE
  • Items deemed too heavy, bulky, or fragile to be delivered safely under our size and weight guidelines

4. Orders and Payment

4.1 Order Placement

  • Customers submitting an order through our website, mobile app, or hotline must provide accurate and complete information, including delivery address, parcel details, and contact information
  • Order pricing may vary depending on the type of service, parcel dimensions, weight, and delivery location. If information provided is inaccurate, iFAST reserves the right to revise applicable charges
  • Order confirmation is subject to service availability, operational feasibility, and successful acceptance under our current delivery procedures

4.2 Payment Methods

  • Payment options may be made through bank transfer or cash on delivery
  • For cash-on-delivery orders, payment shall be made in full by the recipient at the time of delivery, where applicable
  • All fees, taxes, and applicable charges must be settled in accordance with the selected service and billing arrangement

4.3 Cancellations and Refunds

  • Orders may be cancelled before dispatch, subject to operational status and any applicable cancellation or handling fees
  • Refunds, where applicable, will be processed to the same payment method used for the transaction unless otherwise agreed in writing

5. Delivery Timelines

While we strive to meet delivery expectations, we do not guarantee specific delivery times, particularly for remote areas, adverse weather, traffic conditions, public holidays, or other operational delays. Estimated delivery times are provided for reference only and are subject to change based on current operational conditions.

iFAST is not responsible for delays caused by events beyond our reasonable control, including force majeure and government restrictions.

6. Customer Responsibilities

By using these services, you agree to:

6.1 Provide Accurate Information

  • Ensure that the delivery address, contact number, and payment details are accurate at the time of placing the order
  • Ensure that the recipient's information, including name, address, and contact number, is accurate to avoid delays or failed deliveries

6.2 Be Available for Delivery

  • Ensure that the intended recipient is available to receive the parcel during the agreed delivery window
  • Accept full legal responsibility for shipment contents and compliance with all transport and handling rules

6.3 Payment of Goods

  • The payment for all cash-on-delivery orders must be made in full at the time of delivery where applicable

6.4 Acceptance of Delivery

  • An authorized representative must be present to accept the delivery. If no one is available to accept the delivery, additional charges may apply for re-delivery or return

7. Liability and Limitations

7.1 Loss or Delay of Delivery

  • iFAST is liable for loss, damage, delayed, or misrouted shipments arising from its direct negligence, and liability will be limited to the actual service fees paid or the declared shipment value, subject to the applicable service agreement
  • iFAST is not liable for loss or damage caused by defective packaging, customer-provided incorrect information, recipient unavailability, or events beyond reasonable control
  • Claims for loss or damage must be submitted within seven (7) days from the scheduled delivery date, together with relevant supporting documents

7.2 Exclusion of Liability

  • iFAST shall not be liable for indirect, incidental, consequential, or punitive damages arising from the use of our services, including lost profits or business interruption
  • Liability may also be excluded where shipments contain prohibited items, violate applicable law, or are refused by customs or regulatory authorities
  • We are not responsible for damage resulting from ordinary handling or the inherent nature of the goods themselves

8. Force Majeure

iFAST shall not be liable for any failure or delay in performing our obligations beyond our control, including but not limited to:

  • Natural disasters such as earthquakes, floods, or fire
  • War, riots, civil unrest, terrorism, or labor strikes
  • Actions or delays by customs or government authorities
  • Failures of utilities or third-party systems
  • Pandemic restrictions or curfews

If such events occur, iFAST will make reasonable efforts to notify customers and minimize service disruption.

9. Privacy and Data Protection

iFAST Delivery Information is subject to our Privacy Policy, which outlines how we collect, use, store, and protect your personal data.

We do not sell or rent your personal data to third parties. We may, however, share necessary information with trusted service providers for the sole purpose of fulfilling your order, such as shipping carriers and payment processors.

10. Dispute Resolution

10.1 Arbitration

  • In the event of a dispute, both parties agree to resolve the issue through good-faith discussions before initiating formal proceedings
  • If no agreement is reached, the matter may be referred to arbitration or other lawful dispute resolution mechanisms available under UAE law

10.2 Legal Proceedings

  • Nothing in these Terms prevents either party from seeking urgent interim relief or protective orders from a court of competent jurisdiction where necessary

11. Indemnification

You agree to defend, indemnify, and hold iFAST, its affiliates, employees, agents, and partners harmless from any claims, damages, losses, and expenses, including reasonable legal fees, arising out of:

  • Your breach of these Terms and Conditions
  • Your violation of any applicable law or regulation
  • Any claims made by third parties related to your use of our services
  • Your failure to disclose accurate information for the delivery
  • Any goods or items you provide for transport

12. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by the laws of the United Arab Emirates. Any disputes arising from these Terms or our services will be resolved in accordance with the applicable laws and under the jurisdiction of the competent courts in Dubai, United Arab Emirates.

13. Modifications to the Terms

iFAST reserves the right to modify these Terms and Conditions at any time. Any changes will be posted on our website, and your continued use of our services following publication of those changes constitutes your acceptance of the updated Terms. We encourage you to review these Terms periodically.

14. Contact Information

If you have any questions, concerns, or complaints regarding these Terms and Conditions, please contact us at:

  • Company: iFAST Express Delivery Services LLC
  • Email: legal@ifast.express
  • Website: www.ifast.express
  • Location: Dubai, United Arab Emirates

iFAST aims to provide reliable support and transparent delivery services for our customers and business partners. By booking delivery services with iFAST, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.