Claims (Compensation) Policy

BaridX compensates for loss of, or damage to, a shipment that occurs between the time we accept it and the time we deliver it, in accordance with this policy.

A claim may be made by the customer who booked the shipment, or by the recipient with the customer's written authorisation. This policy does not affect any right you have under the laws of the Kingdom of Saudi Arabia that cannot be limited by agreement.

2.1Damage

If the damage is visible when the shipment is delivered, please note it to the courier and keep the shipment and all its packaging. Report the damage to us within 7 days of delivery, including damage that only becomes apparent when the package is opened.

2.2Loss

A shipment is treated as lost if we have not delivered or located it within 15 days after the expected delivery date for domestic shipments, or 30 days for international shipments. You can report a missing shipment at any time after the expected delivery date, and a claim for loss must be reported within 30 days after the shipment is treated as lost.

Reporting later than these periods does not automatically defeat a claim, but it may prevent us from verifying it, and a claim that cannot reasonably be verified may be declined.

1. The order or tracking number.
2. A description of the lost or damaged items and, for damage, the nature of the damage.
3. For damage, clear photos of the shipment and of its outer and inner packaging.
4. The invoice or another document showing the contents and value of the lost or damaged items.
5. Whether the shipment was insured.

We may ask for further information reasonably needed to verify the claim, and we may inspect the damaged shipment. Please keep it, with its packaging, until the claim is decided. Submitting documents does not by itself mean that compensation is due.

Compensation equals the proven value of the lost or damaged items, up to the limit that applies to the shipment:

• Domestic, uninsured: up to SAR 50 per shipment.
• International, uninsured: up to SAR 300 per shipment.
• Domestic, insured: up to the value declared at booking, with a maximum of SAR 1,000.
• International, insured: up to the value declared at booking, with a maximum of SAR 5,000.

Where a shipment is lost, we also refund the shipping fees paid for it. Where items are partly damaged and can be repaired, compensation may be the reasonable cost of repair, up to the same limits.

Compensation is not payable for:

• prohibited items, or restricted items that were not declared, under the Terms and Conditions;
• loss or damage caused by packaging that was inadequate for the nature of the contents, including fragile items shipped without additional protective packaging;
• the inherent nature of the goods, such as natural deterioration of perishables;
• shipments confiscated, destroyed or detained by a customs or other competent authority, including for unpaid duties, missing documents or a prohibited-item finding;
• delay in delivery — this policy covers loss and damage only;
• loss, damage or delay caused by force majeure, as defined in the Terms and Conditions; and
• indirect or consequential loss, such as loss of profit or business.

These exclusions do not apply where the loss or damage results from fraud, gross negligence or wilful misconduct on our part.

6.1Timelines

We acknowledge your claim within 2 working days. Once we have all the documents we need, we decide the claim within 15 working days and tell you the outcome and, if compensation is approved, the amount and how it was calculated.

6.2Payment

Approved compensation is paid within 10 working days of the decision, by bank transfer to an account in the claimant's name or, if you prefer, as credit to your BaridX wallet.

6.3If you disagree

If your claim is declined or you disagree with the amount, you may ask us to review the decision within 15 days, giving your reasons. If you are still not satisfied, you may raise a complaint with the Transport General Authority on 19929, as set out in the Terms and Conditions.

Good packaging is the best protection for your goods: use a sturdy box, fill empty space, wrap each fragile item individually, and seal all seams. Our packaging service can do this for you at booking.

We may update this policy as set out in the Terms and Conditions, including notice of material changes. A claim is handled under the version of this policy in force when the shipment was booked.

To report a loss or damage or to follow up a claim, contact customer service at [email protected] or 920019876, with your order or tracking number.