Terms and conditions

1.1 Definitions

Wherever they appear in these terms, the following words and phrases carry the meanings set out below, unless the context requires otherwise:

The company

Shipnex — a limited liability company registered in Saudi Arabia, commercial registration number 7054573881, VAT number 314849481800003, based at Building 8310, Salman bin Abdulaziz Street, Al Rayyan District, Unaizah 56241, Saudi Arabia. It owns and operates the Shipnex platform, and is the party responsible for running the platform, the delivery service, and its contracts with every other party.

The platform

The Shipnex apps, websites, and technical systems, including the merchant dashboard and the courier app.

The merchant

The licensed business that lists its products on the platform and prepares the orders it receives.

The customer

The person who places an order on the platform to buy products from a merchant.

The courier

The person contracted with the company to carry out deliveries; they collect the order from the merchant and hand it to the customer.

The order

The purchase request a customer creates from one store through the platform, including its items, their value, the payment method, and the delivery address.

Goods value

The value of the merchant's products in the order, after any applicable discounts, excluding the delivery fee.

Delivery fee

The amount the company collects from the customer for delivering the order; it belongs to the company alone.

Delivery confirmation code

A code shown to the customer in their app, which they give the courier at the moment the order is handed over, to complete the delivery.

Cash custody

Cash the courier collects from customers, which remains held on trust until it is handed over to the company.

Customer service

The support channels the company provides to receive and handle requests and complaints.

1.2 Nature of the platform and its parties

The platform acts as a technical intermediary bringing together three parties: the merchant, who lists and prepares products; the customer, who orders them; and the courier, who carries them. The company runs the platform and manages the whole delivery operation.

The company is not a seller of the products listed, and does not produce them. Responsibility for the product itself — its ingredients, quality, and match to its description — rests with the merchant. In turn, the company is responsible for the delivery service it carries out through its couriers.

Each party acknowledges that its relationship with the company is governed by these terms, in addition to any separate agreement it signs. Where the two conflict on a commercial matter, the separate agreement prevails on what it covers.

1.3 Geographic scope of the service

The platform's services are available within Saudi Arabia, in the cities and operating zones the company sets and announces in the app.

Accepting an order depends on the delivery address falling inside an active operating zone with a store that serves it. The company may expand or change these zones, or pause the service in a given zone for operational reasons, without affecting orders already confirmed before the change.

1.4 Creating an account and responsibility for it

1. 1.4.1 An account is created with an active mobile number, verified by a code sent to its owner.
2. 1.4.2 The account holder must provide accurate, complete, up-to-date information, and notify the company when any of it changes.
3. 1.4.3 The account is personal and cannot be transferred or shared; its holder is responsible for every action taken through it.
4. 1.4.4 The account holder must keep the verification code confidential, never share it with anyone regardless of their role, and report immediately if they suspect unauthorised access to their account.
5. 1.4.5 Merchant and courier accounts are created by the company exclusively, as set out in parts 2 and 4.

1.5 Prohibited conduct

Users of the platform, in any role, may not do any of the following:

1. 1.5.1 Use the platform for a purpose that breaches applicable law in Saudi Arabia or public order.
2. 1.5.2 Provide false information, impersonate someone else, or create fake accounts.
3. 1.5.3 Game offers or discount codes, or exploit a technical flaw for an unearned benefit.
4. 1.5.4 Attempt unauthorised access to the platform's systems or data, disrupt them, or extract their content by automated means without prior written permission.
5. 1.5.5 Use another party's data — such as a customer's address or contact number — for anything other than the purpose it was made available for.
6. 1.5.6 Direct verbal or behavioural abuse at any party in the system or any member of customer service.

1.6 Suspending and restricting accounts

The company may suspend an account or temporarily restrict some of its features whenever there are indications of a breach of these terms, or a risk to the system's security or to the parties' funds, for as long as verification takes.

Suspension blocks the account holder from logging in and using the platform's services through it until the reason for suspension is resolved. The company may end an account permanently for a serious or repeated breach.

Suspension or termination does not affect obligations that arose before it, including amounts owed by or to the account holder, cash custody, and unsettled financial settlements.

1.7 Changes to these terms

The company may update these terms from time to time to reflect how its services evolve or to meet legal requirements; the date of the last update appears at the top of this page.

Continuing to use the platform after a change is published counts as accepting it. Material changes that affect merchants' or couriers' obligations are communicated to them through the channel agreed in their own agreements before they take effect.

1.8 Governing law and dispute resolution

1. 1.8.1 These terms are governed by, and interpreted under, the laws applicable in Saudi Arabia.
2. 1.8.2 If a complaint or dispute arises over an order or a service, the affected party must first contact customer service through the app's support channels or the help page; the company will try to resolve the complaint amicably within a reasonable period.
3. 1.8.3 If an amicable settlement cannot be reached, the competent courts in Saudi Arabia have jurisdiction over the dispute.
4. 1.8.4 The Arabic text of these terms prevails over any translation, including this one.

2.1 Creating a merchant account

1. 2.1.1 Merchant accounts are created by the company exclusively; there is no self-registration for merchants on the platform. Anyone who wants to join applies through the company's approved contact channels, and the company creates the account and the store once its requirements are met.
2. 2.1.2 The merchant confirms that it is a legally established business holding the licences its activity requires, and agrees to give the company evidence of this and update it whenever it changes.
3. 2.1.3 The merchant is responsible for the accuracy of its branches, their locations, and their opening hours, and for keeping the store's status reflecting its real ability to accept orders.
4. 2.1.4 Access to the merchant dashboard is limited to whoever the merchant authorises, and the merchant is responsible for every action taken through it.

2.2 Menu and prices

The merchant manages its own product list through the dashboard, and is solely responsible for the accuracy of what it lists there.

1. 2.2.1 The merchant must keep item names, descriptions, photos, prices, and availability accurate, and update them the moment they change.
2. 2.2.2 The merchant must disclose ingredients and allergens for items that require it.
3. 2.2.3 The merchant's prices on the platform must not carry an unjustified markup over its own approved prices at its branches, and the company may verify this.
4. 2.2.4 The merchant bears the consequences of any error in its menu data, including orders that are cancelled or compensated because of it.

2.3 Product quality and food safety

1. 2.3.1 The merchant's products must meet applicable health and legal requirements, and be fit for consumption when handed over.
2. 2.3.2 The merchant must store, prepare, and package products in a way that preserves their safety and correct temperature until they reach the customer, and seal packaging so it cannot be tampered with.
3. 2.3.3 Listing expired, counterfeit, or legally prohibited products is not allowed.
4. 2.3.4 The merchant bears full responsibility for any harm arising from a product defect or a breach of safety requirements, and will compensate the company for any claims it faces because of it.

2.4 Preparing the order and handing it to the courier

1. 2.4.1 The merchant must review an incoming order and either accept or decline it within a reasonable time, in a way that protects the customer's experience.
2. 2.4.2 The merchant must prepare an accepted order in full, matching its contents, on time, and mark it ready on the dashboard as soon as it is complete.
3. 2.4.3 The merchant must hand the order to the assigned courier when they arrive, and treat them appropriately.
4. 2.4.4 Repeated delay in preparing orders, or repeatedly declining them, is a breach that entitles the company to act as it sees fit, including temporarily suspending the store's visibility.

2.5 Delivery and its fees

The company runs the delivery service in full through its couriers, and the merchant bears no responsibility for carrying it out.

1. 2.5.1 The delivery fee is set by the company alone, under its own operating criteria, and belongs to it in full for the service it provides.
2. 2.5.2 The merchant has no part in setting or changing the delivery fee, and this fee is never part of what it is owed, under any circumstance.
3. 2.5.3 The delivery fee and its details are not shown on the merchant dashboard, since they fall outside the merchant's contractual relationship; the merchant sees only its own goods value and the order's items.
4. 2.5.4 Assigning orders to couriers and planning delivery routes are the company's responsibility alone.

2.6 Financial settlement

1. 2.6.1 Settlement with the merchant runs every fifteen (15) days, calculated on the goods value of orders completed during the period, after deducting whatever the partnership agreement sets as due to the company and any amounts to be refunded.
2. 2.6.2 Amounts due are transferred to the bank account registered under the merchant's business name; the merchant is responsible for the accuracy of its details and for keeping them current. The company discharges its obligation by transferring to the last account registered with it.
3. 2.6.3 Settlement statements are made available to the merchant through the dashboard. The merchant must review them and raise any objection within thirty (30) days of their being made available; otherwise the statement is treated as accepted.
4. 2.6.4 Cancelled or refunded orders are not included in settlement. If a refund happens after an order has already been settled, its effect is handled in the following period's settlement.
5. 2.6.5 For orders paid in cash on delivery, the company collects the amount through its couriers, and the merchant is owed its goods value on the same basis applied to orders paid electronically.

2.7 Taxes and invoices

1. 2.7.1 VAT applies to transactions under Saudi law and its implementing regulations.
2. 2.7.2 Each party subject to tax registration must give the other its tax registration number and notify it of any change in its status.
3. 2.7.3 Invoices are issued to meet the requirements of the competent authority, including e-invoicing requirements.
4. 2.7.4 Each party bears whatever taxes and fees it owes by law.

2.8 Suspension and ending the contract

The company may suspend a merchant's store from view, or temporarily stop accepting its orders, if it breaches its obligations under this part, or if repeated complaints affect its products' quality or safety — after notifying it wherever possible.

Either party may end the contractual relationship as set out in the partnership agreement. The merchant remains owed what it is due for orders completed before the ending, once its own obligations are settled.

3.1 Placing and confirming an order

1. 3.1.1 An order is placed from one store at a time. The customer sees the items' value, the delivery fee, the tax, and the total amount before confirming the order.
2. 3.1.2 An order is confirmed once the merchant accepts it. The merchant may decline an order for operational reasons, such as an item being unavailable; in that case, its value is not collected, or is refunded in full, depending on the payment method.
3. 3.1.3 The customer follows their order's status in the app; the arrival times shown are estimates affected by road conditions and how ready the order is.
4. 3.1.4 The customer is responsible for reviewing the order's details and items before confirming it.

3.2 Payment

1. 3.2.1 The app's approved electronic payment methods are available, in addition to paying from the wallet balance and cash on delivery, wherever it is offered.
2. 3.2.2 Electronic payments are processed through a licensed payment service provider; the company does not keep your bank card details.
3. 3.2.3 For cash payments, the customer must pay the courier the full order amount shown in the app at delivery. We recommend having the amount ready to avoid delaying delivery.
4. 3.2.4 The wallet balance is used within the platform to pay for orders. It cannot be transferred to someone else or withdrawn as cash, except as the company's policies and applicable law allow, and it earns no return.
5. 3.2.5 Discount codes are subject to their published terms — duration, minimum order, which stores they apply to, and how many times they can be used — and their value is never paid out in cash.
6. 3.2.6 If a customer refuses to pay, or repeatedly refuses to accept cash-on-delivery orders, the company may restrict cash payment on their account.

3.3 Delivery confirmation code

To protect both the customer and the order, the company uses a code to confirm delivery, shown to the customer in their app.

1. 3.3.1 The customer shows the delivery confirmation code to the courier at the moment they actually receive the order, and the courier enters it in their app to complete the delivery.
2. 3.3.2 The customer must not share the code with anyone, and must not give it to the courier before the order arrives and is actually received — by any means, including a phone call or a message.
3. 3.3.3 The code belongs to one order only and cannot be used for another; it stops working once delivery is complete.
4. 3.3.4 The delivery confirmation code mechanism is coming soon. Nothing about it applies to the customer before it becomes available to them in their app.
5. 3.3.5 The company may adopt additional ways of verifying delivery, such as a photo taken at the delivery location, to protect every party's rights.

3.4 Address and receiving the order

1. 3.4.1 The customer must give an accurate delivery address, with clear details for reaching it, and stay reachable while the order is carried out.
2. 3.4.2 The customer must be present to receive the order within a reasonable time of the courier's arrival.
3. 3.4.3 If delivery cannot be completed for reasons attributable to the customer — not answering, not being present, or a wrong address — the company may treat the order as delivered or send it back, with the customer bearing its value under the company's published policies.
4. 3.4.4 The customer must inspect the order on receipt, and tell customer service immediately of any material issue with it.

3.5 Cancellation and refunds

1. 3.5.1 The customer may cancel an order from the app at no charge before the merchant accepts it.
2. 3.5.2 Once the merchant accepts it, the order enters preparation and can no longer be cancelled from the app; the customer is directed to customer service, which assesses the case on its own facts.
3. 3.5.3 Refunds go back to the original payment method used. With the customer's agreement, they may instead go to the customer's in-app wallet balance.
4. 3.5.4 How long a refund takes depends on the payment provider's or the bank's own procedures, which are outside the company's control.
5. 3.5.5 The company may review any refund request and check its grounds before processing it, including reviewing the order's record and delivery data.

3.6 Tax invoice

The customer receives an invoice for their order showing the items' value, the delivery fee, VAT, and the total amount. Making it available in the app is coming soon; until then, it is sent on request to admin@shipnex.sa.

Invoices are issued to meet the invoicing requirements of the competent authority in Saudi Arabia.

3.7 Ratings and reports

1. 3.7.1 The customer can rate the store and the courier once an order is complete, and must make that rating honest and reflect their actual experience.
2. 3.7.2 Ratings or reports may not be used to abuse, blackmail, or harm any party.
3. 3.7.3 The company may hide any rating or report that breaches the above, and take whatever action is needed against the account responsible.

3.8 Misuse

Misuse includes, without limitation, repeated bad-faith orders, refusing to accept an order without reason, manipulating refund claims, and creating multiple accounts to draw unearned benefit from offers.

Where this is established, the company may restrict some of the account's features, suspend it, or end it, and recover anything paid out wrongly, as set out in clause 1.6.

4.1 Contractual relationship and pay

1. 4.1.1 A courier works for the company under a contract that sets their pay, how long they work, and their other obligations; courier accounts are created by the company exclusively.
2. 4.1.2 A courier is paid a fixed wage under their contract, and does not earn a commission on orders or a percentage of their value or of the delivery fee.
3. 4.1.3 A courier may not ask a customer or a merchant for any amount beyond the order value shown in the app, whatever the reason.
4. 4.1.4 A courier must work only through the platform's app to carry out the orders assigned to them.

4.2 Required documents

Before starting work, the courier must supply the following documents, valid and current, and update them the moment they expire or their details change:

1. 4.2.1 A valid driving licence suited to the vehicle used for delivery.
2. 4.2.2 A municipal permit for the order-delivery activity.
3. 4.2.3 A card or permit from the transport authority approved for the order-delivery activity.
4. 4.2.4 Any other document the company requires relating to identity, the vehicle, or insurance.

4.3 Shifts and attendance

1. 4.3.1 A courier must keep to the shifts the company assigns, attend them in person, and stay within their assigned operating zone.
2. 4.3.2 A courier must keep their status in the app reflecting their real availability to accept orders during a shift.
3. 4.3.3 A courier agrees to share their location during a shift and while carrying out orders, for assignment, order tracking, and service quality.
4. 4.3.4 A courier must notify the company in advance when they cannot attend; repeated absence without a reasonable excuse is a breach of their obligations.
5. 4.3.5 Repeatedly declining assigned orders, or leaving them unfulfilled, is handled under the company's approved policies.

4.4 Cash custody

Cash a courier collects from customers is held on trust for the company from the moment it is collected.

1. 4.4.1 A courier must collect the full cash order amount exactly as shown in the app, no more and no less.
2. 4.4.2 Amounts collected are recorded in a custody ledger for the courier within the system, and they can check their balance and its movements at any time through their app.
3. 4.4.3 A courier must hand over custody to the company on the system's approved schedule, including handing it over at the end of a shift.
4. 4.4.4 The company sets a maximum custody limit for each courier. Once a courier reaches it, new cash orders stop being assigned to them until they hand over what they owe, while orders already paid for keep being assigned.
5. 4.4.5 A courier may not use custody funds in any way, mix them with their own money, or delay handing them over without a valid reason.
6. 4.4.6 Any shortfall in custody remains a debt owed by the courier, which the company recovers by lawful means, and misusing custody may lead to the necessary legal steps being taken.

4.5 Confirming delivery with the customer's code

1. 4.5.1 A courier completes a delivery by entering the delivery confirmation code the customer shows them at the moment the order is handed over.
2. 4.5.2 A courier may not ask a customer for the code before reaching them and actually handing over the order, or ask for it by phone or message.
3. 4.5.3 Confirming delivery of an order that has not actually been delivered is not allowed, and is treated as a serious breach that results in the contract ending, without prejudice to the company's right to claim whatever follows from it.
4. 4.5.4 If a delivery cannot be completed, the courier must go back to customer service and follow its instructions about the order.

4.6 Order safety and professional conduct

1. 4.6.1 A courier must collect the order from the merchant and check it matches the app's details before leaving the store.
2. 4.6.2 A courier must keep the order safe in transit, keep its packaging intact, and not open it or tamper with its contents.
3. 4.6.3 A courier must follow traffic and safety rules, and keep a suitable appearance and conduct when dealing with customers and merchants.
4. 4.6.4 A courier must keep customer data they access through their work confidential, use it only to carry out the order assigned to them, and not contact a customer again after an order is complete for any other purpose.

4.7 Ending the contract

The contractual relationship ends as set out in the courier's contract. The company may suspend the account immediately for a serious breach, including misusing custody, confirming delivery of an order that was not delivered, abusing customers, or working with invalid documents.

Ending the contract does not affect obligations that arose before it: cash custody is settled and amounts owed between the two sides are cleared, and confidentiality obligations continue after the relationship ends.