Terms & Conditions

These Terms and Conditions govern the contractual and operational relationship between ONHUB EX Express Logistics ("ONHUB EX" or "Company") and its customers ("Client", "Merchant", or "Shipper"), applying to all express delivery, warehousing, distribution, and cash-on-delivery services within and outside the United Arab Emirates. Using ONHUB EX systems, APIs, or requesting any logistics services constitutes full, unconditional acceptance of these terms and any subsequent amendments posted on our platform.

• ONHUB EX provides door-to-door express delivery covering all UAE Emirates according to agreed service levels (Same-Day, Next-Day 24h, or Saver 48h). • The Company exercises utmost professional diligence to ensure safe and timely delivery, excluding Force Majeure events (extreme weather, highway restrictions, or recipient unresponsiveness). • The Company may utilize certified partner carrier networks under the ONE HUB. ALL CARRIERS framework to maintain seamless nationwide coverage.

Merchants are strictly prohibited from dispatching the following items through standard non-declared lines: 1. Unauthorized explosives, fireworks, or hazardous chemicals without official permits. 2. Physical currency, bearer cheques, gold bullion, and loose precious gems without explicit insurance policy. 3. Weapons, ammunition, or illegal sharp implements. 4. Substances contraband under the laws and regulations of the United Arab Emirates and destination countries. 5. Perishable unpackaged foods or items requiring uncontracted special handling protocols. * Special Provision for Perfumes & Dangerous Goods (DG / Hazmat): Certified transport for perfumes, alcohol-based cosmetics, and classified hazardous goods is permitted exclusively through ONHUB EX’s certified DG service under IATA DGR and ADR protocols, requiring UN-certified packaging and authorized DGD documentation.

• The sender is obligated to package parcel contents securely suitable for cargo transit, employing adequate shock-absorption padding (e.g., bubble wrap) for fragile items. • The airway bill (AWB) must be visibly affixed to the parcel exterior containing recipient name, active telephone number, destination address, and exact COD collection amount (if applicable). • The Company disclaims liability for internal damages caused by inadequate packaging by the shipper.

• ONHUB EX provides up to three (3) complimentary delivery attempts per shipment at varied times, preceded by phone/WhatsApp notifications. • If recipient remains unreachable or refuses receipt, the merchant is alerted via the portal, and the status shifts to Return to Origin (RTO). • Returned parcels are returned to the merchant's warehouse based on schedule, with agreed dispatch/RTO handling rates applying.

• The Company collects the exact cash amount designated on the airway bill upon parcel handover. • Remittances are transferred to the merchant's registered bank account according to the selected payout cycle (daily, bi-weekly, or weekly). • Payouts include itemized electronic statements indicating tracking numbers, collected totals, and deducted service fees.

• In verified events of parcel loss or total damage attributable directly to Company handling, ONHUB EX compensates based on the declared invoice value up to standard contractual caps, unless additional comprehensive insurance coverage was purchased. • Claims must be submitted within seven (7) business days of delivery or loss notification, accompanied by supporting photos and official purchase invoices.

• ONHUB EX upholds strict confidentiality regarding merchant and end-consumer data compliant with UAE Data Protection regulations. • Contact information and addresses are processed strictly to fulfill shipment dispatch, tracking, and customer support.

These Terms and Conditions are governed by and construed in accordance with the laws of the United Arab Emirates. Dubai Courts hold exclusive jurisdiction over any disputes arising under or connected to this agreement.