Terms & Conditions
Acceptance of Terms
By accessing our website, using our mobile application, or utilizing any Ontrac Express Courier Services ("Ontrac Express," "we," "us," or "our"), you agree to be bound by these Terms & Conditions. If you do not agree with any part of these terms, you may not use our services.
Description of Services
Ontrac Express provides courier, freight forwarding, logistics, warehousing, and related services including but not limited to:
- Domestic and international parcel delivery
- Air freight and sea freight services
- Road transport and last-mile delivery
- E-commerce fulfillment and warehousing
- Customs brokerage and documentation assistance
We reserve the right to modify, suspend, or discontinue any service at any time without prior notice.
Shipment Terms
Accurate Information
You agree to provide accurate, complete, and truthful information about the shipment, including sender and recipient details, package contents, weight, dimensions, and value. Inaccurate information may result in delivery delays, additional charges, or seizure of goods.
Delivery Estimates
Delivery times provided are estimates only and not guaranteed. Ontrac Express is not liable for delays caused by weather, customs clearance, strikes, natural disasters, or other force majeure events.
Inspection Rights
We reserve the right to inspect any shipment for prohibited items or safety concerns. Refusal to allow inspection may result in service denial.
Prohibited and Restricted Items
The following items are strictly prohibited from shipment via Ontrac Express services:
Additional restrictions apply for international shipments based on destination country regulations. Contact customer support for specific guidance.
5. Limitation of Liability
Ontrac Express's liability for loss, damage, or delay of a shipment is limited to the lesser of:
- The actual value of the shipment (as declared on the waybill), or
- PKR 5,000 (or equivalent in local currency) per shipment, unless additional insurance has been purchased.
We strongly recommend purchasing transit insurance for high-value items. Insurance claims are subject to verification and documentation requirements.
- Indirect, incidental, or consequential damages
- Loss due to improper packaging by the shipper
- Seizure by customs or government authorities
- Inherent vice or perishable nature of goods
6. Claims Process
Any claim for loss, damage, or delay must be submitted in writing within:
- Damage Claims: Within 7 days of delivery
- Loss Claims: Within 30 days of the expected delivery date
- Delay Claims: Within 14 days of the shipment date
Claims submitted after these periods will not be considered. All claims require supporting documentation including proof of value, photos of damage, and the original waybill.
7. Payment Terms
All shipping charges must be paid in full prior to or at the time of shipment unless a valid credit account has been established. For account holders, invoices are due within 15 days of the invoice date. Late payments may incur interest charges of 1.5% per month.
We reserve the right to hold shipments as security for unpaid charges. Disputed charges must be reported within 15 days of invoice date.
8. Cancellation and Refunds
Shipment cancellation requests must be made before the package has been dispatched from our facility. Once a shipment is in transit, cancellation may not be possible. Refunds for cancelled shipments are subject to a processing fee of 10% of the shipping cost.
No refunds will be issued for shipments that have already been delivered or are in the delivery process.
9. Privacy and Data Protection
Your use of our services is also governed by our Privacy Policy. We collect and process personal data in accordance with applicable data protection laws. By using our services, you consent to such collection and processing.
10. Governing Law and Dispute Resolution
These Terms & Conditions shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan. Any dispute arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts in Lahore, Pakistan.
For disputes involving amounts less than PKR 500,000, both parties agree to first attempt mediation before initiating legal proceedings.
11. Modifications to Terms
Ontrac Express reserves the right to update or modify these Terms & Conditions at any time without prior notice. Changes become effective immediately upon posting to our website. Your continued use of our services after any changes constitutes acceptance of the modified terms.
We encourage you to review this page periodically for updates. The "Effective Date" at the top of this page indicates when the latest changes were made.
12. Contact Us
If you have questions about these Terms & Conditions, please contact us:
Ontrac Express Courier Services
Office #12, Main Boulevard, Gulberg III, Lahore, Pakistan