Terms of use and shipment terms
Effective date: [Insert date these terms take effect] · Last updated: [Insert review date]
1. Who we are and how these terms apply
“ShipThatGlobal”, “we”, “us” and “our” mean [insert the full legal name of the company that contracts with the customer], a company organised under the laws of [country or region], with registration number [registration number] and registered address at [registered address]. Customer support and complaints: [support email and telephone]. Any licences required for the services and routes offered must be held by the operating company and displayed or provided where required.
These terms govern your use of this website and any quote, booking, pickup, delivery, tracking, or related service we provide. They apply together with the shipment details, service terms, waybill, and any business agreement shown or supplied to you before you confirm a booking. If those documents conflict, the shipment-specific or signed business terms control for that shipment, followed by these terms, except where mandatory law requires otherwise.
2. Acceptance, eligibility, and accounts
By using the website, creating an account, or submitting a booking, you agree to the terms that apply to that activity. You must be legally able to enter into a contract. If you book for a company or another person, you confirm that you have authority to bind them. A person under the age of majority may use the services only through a responsible adult, where permitted by law.
You must provide accurate, current contact, address, shipment, and payment information and keep account credentials secure. Tell us promptly if you believe your account has been used without permission. You are responsible for activity carried out through your account to the extent allowed by law.
3. Service availability and estimates
Services, collection options, destinations, delivery speeds, and prices depend on the route, package, operational capacity, and applicable law. A displayed service or price is an estimate or offer only as expressly stated on the booking screen. Transit windows are estimates unless we expressly confirm a guaranteed service in writing. Tracking is based on events recorded in our systems and may not be real-time.
A quote does not by itself mean that a shipment has been accepted. A shipment contract is formed when we confirm the booking or accept the shipment, as stated in the booking flow or waybill. We may decline or cancel a booking before acceptance if the route is unavailable, information is incomplete, the shipment is unlawful or unsafe, or we reasonably cannot provide the service. We will explain the next steps and any refund due under applicable law.
4. Your shipment responsibilities
You must ensure that you own the goods or are authorised to send them, describe them accurately, provide correct sender and recipient details, and disclose their value and any special handling needs. You must use packaging suitable for the contents, route, and handling conditions, and attach or provide documents and labels we reasonably require.
Weight, dimensions, quantity, contents, declared value, destination, and service eligibility must be accurate. If our measurements or checks differ from the information supplied, we may recalculate charges, request payment of a disclosed difference, change the available service, or decline the shipment. We will tell you about material price changes before proceeding where practicable and as required by law.
5. Restricted, prohibited, and dangerous goods
You must not tender goods prohibited by law or by the applicable route, carrier, aircraft, vessel, or service rules. Restricted goods may be accepted only if we have expressly approved them in advance and you have supplied all required permits, declarations, packaging, and safety information. Check our Prohibited Items guidance and obtain written approval before booking if you are unsure. The guidance does not replace current laws or official lists.
Where permitted or required by law and the applicable service rules, we may inspect, screen, refuse, isolate, return, or arrange lawful disposal of a shipment that appears prohibited, unsafe, incorrectly declared, or inadequately packed. We may provide information to carriers or public authorities where legally required. You are responsible for reasonable resulting costs to the extent permitted by law. We will not take action that applicable law prohibits.
6. International shipments, customs, duties, and sanctions
For international shipments, you are responsible for truthful customs descriptions, values, commodity codes where required, origin information, invoices, permits, and other export or import documents that the booking identifies as your responsibility. You must comply with laws and restrictions applicable to the origin, destination, transit countries, goods, and parties to the shipment, including applicable trade-control and sanctions rules.
Unless the booking expressly says otherwise, customs duties, taxes, brokerage, inspection, storage, and other import or export charges are payable by the person identified in the booking or, if none is identified, by the importer or recipient as required by the relevant authority. We do not control customs decisions or clearance times and cannot guarantee release by a particular date. We may pause delivery while authorities or payment providers require information or payment. This section does not make us your customs or tax adviser.
7. Prices, payment, and receipts
Prices, currency, taxes, included services, and any additional charges will be shown before you confirm payment, or disclosed as soon as they can reasonably be determined. Payment is due using a method offered at checkout. A booking is not paid merely because payment was initiated; payment is complete when our system or payment provider confirms it. We will provide a booking confirmation or receipt for confirmed transactions.
If payment fails, is reversed, or is disputed, we may pause an uncollected shipment or suspend unpaid services where lawful. Refunds, cancellation charges, and payment processing times will follow the terms shown at booking, the payment provider’s process, and applicable law. We will not charge an undisclosed fee unless the charge is permitted and properly disclosed.
8. Pickup, delivery, failed delivery, and returns
Pickup and delivery are available only at supported addresses and times. You must ensure that the shipment is ready, accessible, properly packaged, and handed to an authorised representative. Delivery may be made to the named recipient or another person or safe location only where the selected service and applicable law allow it. A signature, delivery code, photograph, or other proof may be used where available and appropriately disclosed.
If pickup or delivery cannot be completed because an address is inaccurate, access is unavailable, the recipient cannot be reached, customs clearance is pending, or delivery is refused, we may contact you to arrange another attempt, collection, storage, or return. Any applicable extra charge will be disclosed where practicable and will comply with law. Return-to-sender or unclaimed-shipment handling will follow the booking terms and applicable law; we will make reasonable efforts to contact the relevant party where required.
9. Cancellations and changes
You may request cancellation or a booking change through [support channel]. Whether it can be completed and whether a charge applies depends on the shipment’s status, costs already incurred, the checkout terms, and applicable law. We will explain any charge or refund before processing where practicable. Nothing here removes a cancellation, refund, or other right that mandatory law gives you.
10. Delays, loss, damage, and claims
If a shipment appears delayed, lost, damaged, or incomplete, contact [claims email or support channel] and provide the booking reference, a description of the issue, and reasonable supporting documents or photographs. Please preserve the packaging and contents if safe to do so. We will investigate and explain the applicable remedy or claims process.
Any shipment-specific compensation, declared-value option, insurance, exclusions, limits, and claim procedures must be clearly disclosed and accepted before booking. A declared value is not insurance unless the booking expressly says it is. No claim deadline or limitation in these terms is intended to reduce a mandatory legal right or time limit.
11. Our responsibility
We are responsible for providing the services with the care and skill required by the contract and applicable law. We are not responsible for a failure caused by inaccurate information supplied by you, prohibited or inadequately packed contents, an act or omission of a recipient, a lawful government action, or an event beyond reasonable control, except to the extent our own breach or applicable law makes us responsible.
To the extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable when the shipment contract was formed. Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, intentional misconduct, or death or personal injury caused by negligence where such restriction is prohibited. Nothing here removes mandatory consumer rights. Any applicable cargo compensation limits must be separately and clearly disclosed before the booking is accepted.
12. Events outside reasonable control
We are not liable for delay to the extent caused by events beyond our reasonable control, such as severe weather, natural disasters, public-health emergencies, war, civil unrest, strikes, infrastructure or communications outages, transport disruption, or government action. We will take reasonable steps to reduce the effect and update affected customers where practicable. This clause does not remove any refund or other remedy that applicable law requires.
13. Website, content, and acceptable use
We grant you a limited, revocable, non-transferable right to use the website for lawful personal or business shipping purposes. The website, its design, text, software, and brand materials belong to us or our licensors. You may not misuse the website, interfere with its security or operation, access another person’s account or shipment information, introduce malicious code, scrape protected data, or use the service for unlawful activity.
We may update or temporarily suspend website features for maintenance, security, legal, or operational reasons. We will take reasonable steps to keep information accurate, but website content is general information and is not a promise that a route or service is currently available. A specific confirmed booking controls over general website descriptions.
14. Privacy and communications
Our Privacy Policy explains how personal information is collected and used for accounts, quotes, bookings, delivery, customer support, fraud prevention, and legal compliance. Service messages about bookings and shipments are not the same as optional marketing messages. You can manage marketing preferences using the method provided in the message or by contacting us.
15. Complaints and disputes
Please contact [complaints email] or [telephone and postal address] first. We will acknowledge and investigate complaints under our published complaint-handling process and any deadlines required by applicable law. You may also contact a competent transport, consumer, data-protection, or other regulator, or seek a remedy from a court or tribunal where the law permits.
These terms are governed by the laws of [insert the operator’s chosen governing-law country and region]. Courts or tribunals in [insert location] will hear disputes, subject to any mandatory right you have to bring a claim in another competent forum. Do not publish these terms until those fields are completed and reviewed for the countries in which customers are served.
16. Changes to these terms
We may update these terms to reflect changes in services, law, or operations. We will post the new version and update the effective date. Changes apply from that date to future website use and bookings. A change will not retroactively alter a confirmed shipment contract unless you agree or the change is required by law.
17. General
If any provision is held unenforceable, it will be interpreted or limited only as far as necessary, and the rest will remain effective. A failure to enforce a provision is not a waiver of it. You may not transfer your rights or obligations without our written consent, except where applicable consumer law provides otherwise. These terms, the applicable booking details, and any signed business agreement form the agreement for the relevant service.
18. Contact and operator details
Legal operator: [Full legal company name]
Registered address: [Full registered address]
Company or registration number: [Number and jurisdiction]
Customer support and complaints: [Email and telephone]
Operating licences, if required: [Applicable licence details]