Terms & Conditions

By using Parcel Link UAE services — including our website (parcellinkuae.com), customer dashboard, or by contacting us via WhatsApp — you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our services.

Parcel Link UAE offers four primary delivery services tailored to different needs:

• Individual: Same-day delivery for personal needs (gifts, documents, items between friends).
• Business: Same-day delivery designed for online stores and SMEs with bulk pickups, COD collection, and account management.
• Next-Day Express: Next-business-day delivery for shipments up to 20 kg, priced from a low base plus distance.
• Small Business Support (Home Businesses): Economy 1–2 business day option for home-based and small businesses, up to 10 kg per piece. Available to verified business accounts only, with a minimum of 5 shipments per order.

All services include real-time tracking, WhatsApp notifications, and bilingual customer support.

Our pricing follows a transparent distance-based model. The total cost is calculated using the following formula:

The base price and per-km / per-kg rates differ by service:

Minimum order — Small Business Support: The Small Business Support rate (15 AED/item) requires a minimum of 5 shipments per order and is available only to business accounts that have been verified by Parcel Link UAE.

Parcel Link UAE reserves the right to modify pricing with prior notice posted on the website. Existing bookings will not be affected by mid-shipment price changes.

Estimated price & fee adjustment: The price shown at the time of booking is an estimate, calculated based on the information provided by the customer (pickup/delivery location, distance, weight, and service type). Parcel Link UAE reserves the right to recalculate the charges according to the actual distance, weight, and service after review, and to apply the price difference where the information provided conflicts with the actual conditions. The customer agrees to pay any resulting difference. Parcel Link UAE may also apply a correction fee in cases of repeated or deliberate inaccurate information.

For large but lightweight packages, we calculate volumetric (dimensional) weight and charge based on whichever is greater — the actual weight or the volumetric weight.

Volumetric weight is calculated only when any single dimension exceeds 50 cm. For smaller packages, only actual weight applies.

A shipment is considered confirmed only after the customer receives a unique tracking number (e.g. PL-26-05-23-0001) from our system. We reserve the right to refuse any shipment that:

• Contains prohibited or illegal items under UAE law
• Is improperly packaged and poses a risk during handling
• Has incomplete, inaccurate, or fraudulent delivery information
• Exceeds our weight or size limits without prior arrangement

The following items are strictly prohibited from shipment via Parcel Link UAE:

• Weapons, ammunition, and explosives of any kind
• Narcotics, drugs, and controlled substances
• Counterfeit goods, pirated media, and infringing materials
• Perishable food items without prior cold-chain arrangement
• Live animals, plants, or biological materials
• Hazardous chemicals, flammable liquids, or radioactive material
• Currency, cheques, or negotiable instruments above 5,000 AED without declaration
• Any item prohibited under UAE Federal Law or Free Zone regulations

Estimated delivery times depend on the service selected:

Same-day delivery requires bookings to be placed before 2:00 PM. Delivery times may be affected by:

• Traffic conditions and road closures
• Extreme weather events (sandstorms, heavy rain)
• Incorrect, incomplete, or inaccessible delivery addresses
• Recipient unavailability at delivery time
• Public holidays and operational closures

Parcel Link UAE shall not be liable for delays caused by factors beyond our reasonable control.

Parcel Link UAE takes reasonable measures to ensure safe delivery. Our liability is structured as follows:

• Standard coverage: Up to 500 AED per parcel automatically.
• Declared value: Higher coverage available if value is declared at booking (additional fee applies).
• Claim window: Claims must be submitted within 48 hours of the scheduled delivery date.
• Required documentation: Receipt, invoice, photo evidence, and tracking number.
• Resolution time: Valid claims are resolved within 5 business days.

We accept the following payment methods:

• Online card payment: Visa & Mastercard via our secure Geidea payment gateway, available through the customer dashboard
• Card on delivery: Pay by card at your door using our rider's Geidea POS machine
• Cash on Delivery (COD): Cash paid to the rider upon delivery
• Cash on pickup: Paid to the rider at parcel collection
• Bank transfer: For corporate accounts — Abu Dhabi Islamic Bank (ADIB). Account details are provided on your invoice; please use your invoice number as the payment reference
• Monthly invoicing: Available for business accounts with approved credit

For Cash on Delivery (COD) services where we collect payment from the recipient:

• COD amounts are held in trust and remitted to the sender (merchant)
• Remittance is processed within 2–7 business days after successful delivery
• A COD service fee may apply as per the agreement
• Maximum COD value is AED 5,000 per shipment unless agreed otherwise in writing

Cancellation policy depends on when the cancellation is requested:

• Before pickup: Free cancellation, full refund within 3 business days.
• After pickup, before delivery starts: 50% cancellation fee applies to cover handling.
• After delivery starts: No refund. The shipment will continue to its destination.
• Failed delivery (recipient unavailable): Re-delivery may incur an additional fee.

Refunds are processed to the original payment method within 3-5 business days of approval.

Online card payments (Geidea): When an order is cancelled before pickup — including orders that cannot be fulfilled because the delivery area is outside our same-day coverage (Dubai, Sharjah, and Ajman) — the amount is refunded to the original card via Geidea within up to 7 business days. Other emirates (Abu Dhabi, RAK, Fujairah, and Umm Al Quwain) are served on request only and require prior confirmation by phone or WhatsApp before payment.

Parcel Link UAE operates a Commission Agent program that allows individuals or businesses to earn referral commissions:

• Eligibility: Must be 21 years or older with a valid UAE Emirates ID.
• Commission rate: 10% of net shipment value for every referred customer's shipments.
• Referral tracking: Each agent receives a unique referral code that customers use during registration.
• Payment frequency: Commissions are paid monthly via bank transfer.
• Minimum payout: 100 AED accumulated before payout is released.
• Tax responsibility: Agents are responsible for declaring commission income per UAE law.

As a customer of Parcel Link UAE, you are responsible for:

• Providing accurate sender and recipient information (name, phone, address)
• Ensuring the parcel is properly packaged for safe transit
• Declaring the correct contents, value, and weight of the shipment
• Ensuring the recipient is available, or has authorized someone to receive
• Keeping your account credentials secure and not sharing your login
• Notifying us immediately of any suspicious activity on your account
• Complying with UAE law and not using our service for prohibited purposes

These Terms and Conditions are governed by and construed in accordance with the laws of the United Arab Emirates. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

If any provision of these terms is found unenforceable, the remaining provisions shall continue in full force and effect. Parcel Link UAE reserves the right to amend these terms at any time, with updates published on our website. Continued use of our services after changes constitutes acceptance of the revised terms.