Terms of Service

ibelieve12 Logistics (“we”, “us”) is a logistics and courier company. With our own riders, hubs and warehouses we pick up parcels from merchants, store stock for fulfilment, deliver parcels to their customers (“consignees”), collect cash on delivery (“COD”) and pay it to the merchant.

These terms apply to everyone who uses our website, merchant portal, mobile apps or API. By opening an account or booking a parcel you accept them, together with our Privacy Policy.

To open a merchant account you must give true and complete details, including:

• the business name, the owner's name, a mobile number and an email address you can verify
• the owner's CNIC number and clear photos of both sides of the CNIC
• the bank account COD is paid to (account title, bank, account number and IBAN), and your NTN and NTN certificate if the business has one

We review every application and may approve or decline it at our discretion. You cannot book until we approve the account. You are responsible for everything done with your username, password, payment PIN and API keys, so keep them private and tell us at once if you think someone else has them.

Tax and bank details are collected once. To protect your payments they can then only be changed by our head office, which records the reason and may ask for proof such as a cheque leaf or bank letter. We email you whenever they change.

When you book a parcel you must give the consignee's correct name, phone number and full address, a truthful description of the contents, the weight and the COD amount.

• Pack every parcel so it survives normal handling, with the label we generate attached where it can be scanned.
• Parcels are handed to our rider against a loadsheet. A parcel is in our care only once it has been scanned as picked up.
• We weigh parcels. If the weight is higher than booked we may charge for the actual weight.
• If an address or phone number is wrong or incomplete, delivery may fail or be delayed, and return or re-delivery charges apply.

Delivery times shown on our website are estimates, not guarantees.

You must not send:

• cash, cheques, prize bonds and other negotiable instruments; gold, jewellery and bullion
• weapons, ammunition, explosives, fireworks and anything flammable or otherwise dangerous
• drugs, narcotics, alcohol, and medicines that need a licence or prescription to sell
• live animals and plants, human remains, and perishable food without our written agreement
• obscene material, counterfeit goods, and anything else illegal to sell or carry in Pakistan

We may open and inspect any parcel, refuse it or hold it, and we may hand it to the authorities when the law requires. You are responsible for anything you send, including fines, seizures and our costs if a parcel breaks these rules.

Each merchant has its own rate card, which you can see in the portal. A delivery charge is set by the service, the zone and the weight slab, plus a charge for each kilogram above the top slab, a fuel surcharge and sales tax at the rate in force.

• Charges are fixed when the parcel is booked. A rate change applies to new bookings only.
• Returned parcels are charged the return charge shown on your rate card, a share of the delivery charge.
• We may change rate cards with notice in the portal or by email.

We collect COD from consignees as your agent and pay it to you, less our charges. Payments work like this:

• Pending: delivered and returned parcels waiting to be paid. Each shows the COD, the charges and the net amount.
• In process: parcels our finance team has released as a payment, waiting for the bank transfer.
• Paid: the transfer is made to the bank account on file, and the bank transaction id is recorded in your ledger.

When a returned parcel's charges are more than what is owed to you, the difference is taken from your next payment. Payment timing is set by us and may change. Amounts we hold for you are not deposits and earn no interest. We pay only to the bank account on file and never in cash. Do not give cash to any of our staff.

If you think a payment is wrong, tell us within 15 days of the payment date with the payment number. Each payment can be downloaded as a PDF with every parcel in it.

We may, at our discretion, pay you an advance against COD you have not yet earned, usually under a signed agreement. An advance is recovered from your later payments, either in full or in the instalments agreed. Your ledger shows the advance still outstanding. If your account closes or your parcels stop before an advance is recovered, the balance becomes payable to us at once.

If you store stock with us, it stays yours. We record what we receive against your inbound, reserve stock when a parcel is booked from it and release it if the booking is cancelled. You must tell us about stock differences within 7 days of an inbound being received. Our liability for stock in storage is limited in the same way as for parcels in transit.

At delivery our rider records the recipient's name, a signature or photo, and the location where the status was updated. A failed attempt is recorded with the reason and a photo of the place. You can see this proof in the portal. We may delete proof photos and signatures to free storage once a parcel has been delivered or returned for at least 15 days; the status history, remarks and locations are kept.

A parcel that cannot be delivered is returned to you. If a parcel shows as returned but you have not received it, email us within 3 days of the status changing, with the tracking number, order number, contents and COD amount. After 3 days the return is treated as received.

Claims for a lost or damaged parcel must reach us within 15 days of booking, with the tracking number, a description and photos of the parcel and contents, and proof of value. We do not accept a claim until all charges for that parcel are paid.

• Unless we agree otherwise in writing, our liability for a lost or damaged parcel is limited to Rs 100 per kilogram of booked weight.
• We are not liable for poor packing, fragile or electronic items damaged without visible damage to the packing, wrong details you gave, or prohibited items.
• We are not liable for delays or losses caused by events outside our control, such as natural disasters, strikes, riots, road closures or government action.
• We are never liable for loss of profit, business or goodwill, or for any indirect or consequential loss.

Insurance is not included. Insure valuable goods yourself.

You may connect your store or software through our API with keys you create in the portal. Keep keys on your server, never in a browser or app, and revoke a key at once if it leaks. We may limit request rates, and suspend keys that are misused. The portal, apps and API are provided as they are; we work to keep them available but do not promise they will never be interrupted.

You can ask us to close your account at any time. We may suspend or close an account that breaks these terms, gives false details, or that we reasonably suspect of fraud. We may hold payments while we investigate suspected fraud or a dispute.

When an account closes we deliver or return parcels already in our care, settle what is owed either way and pay the balance to the bank account on file. Shipment and payment records are kept as described in our Privacy Policy.

We may update these terms. We will post the new version here and, for important changes, tell merchants in the portal or by email. Using our services after a change means you accept it.

These terms are governed by the laws of Pakistan. We will first try to settle any dispute with you directly; if that fails, the courts of Pakistan have jurisdiction. If any part of these terms cannot be enforced, the rest still applies.

Contact us at info@ibelieve12.com.