Shipping rules between stores and couriers

They apply to every shipment a store sends through Handova, from the moment the courier accepts it until it is delivered, or handed back to the store, and the cash is paid.

For each shipment, the deal between the store and the courier is made of:

• These rules.
• The courier’s terms on its Handova profile as they stood when the store sent the shipment: prices, zones, timelines, cash and payout terms, return terms, and terms for lost or damaged parcels.
• The details on the shipment itself: contents, cash amount, size, and any note.

Handova is a technology platform: it lets stores find couriers, send them shipments, and follow each shipment and its cash. The delivery agreement is directly between the store and the courier. Handova is not a party to it.

Handova keeps the records (statuses, checks, photos, payments marked as paid), shows them to both sides, and decides size disputes as in section 6.

• Lawful goods only. Never send anything on the banned list (section 4), or anything the law of the sending or receiving country forbids.
• True details. Describe each shipment truthfully: what’s inside, how many, its value, and the cash to collect. Choose the right size: Normal up to 5 kg, Large up to 15 kg, Heavy bulky up to 100 kg. If you give a weight or measurements, they must be real.
• Proper packing. Pack each parcel so it survives normal handling, sealed, and labelled fragile where it is. Damage caused by poor packing is the store’s.
• Ready on time. Have the parcels ready at the pickup place and time you agreed with the courier.
• Customer data. You may share your customer’s name, phone and address with the courier for this delivery, and you are responsible for that toward your customer.
• Fees. You pay the courier’s fees shown when you send: the delivery fee, any cash, return or other fees in its terms, and VAT where the courier charges it. They are taken from the cash the courier collects, or paid as the courier’s terms say.
• Your sale is yours. You are the seller. Returns, refunds, warranties and consumer-protection duties toward your customer are yours, not the courier’s or Handova’s.

Stores must not send, and couriers may refuse:

If a courier finds a banned item, it may refuse or hand back the parcel at the store’s cost. It may also tell Handova and, where the law requires, the authorities.

• Your terms are your promise. Apply the prices and terms on your profile as they stood when the store sent the shipment.
• On time. Accept or decline within 24 hours of your working days. You may decline only before pickup. Pick up within 2 working days of accepting, and deliver within the zone’s delivery days plus one.
• True records. Record every status as it happens, with the real reason for a failed attempt. Never mark a shipment delivered, refused or returned unless it happened.
• Care. Handle parcels with care. Don’t open a parcel, unless the store allowed the customer to open it before paying.
• Exact cash. Collect exactly the amount shown on the shipment. Never ask the customer for more.
• Returns. Hand refused or undelivered parcels back to the store, intact, within the days in your return terms.
• Your people. Your drivers and staff are polite to customers and stores. They contact a customer only about that delivery.
• Refusing a parcel. You may refuse a parcel, before or at pickup, that is banned or unsafe, badly packed, or over your size or weight limits.

• A courier may check a parcel’s size, weight or measurements at pickup or in its warehouse. It records the check on Handova, with a photo where it can.
• The fee changes to the courier’s own price for the checked size, and the store is told.
• The store may dispute the check on Handova within 2 working days. Handova’s team reviews the shipment, the check and the photo, then keeps the check or undoes it.
• Handova’s decision settles the fee on Handova. Either side keeps its legal rights.
• A store that keeps declaring parcels smaller than they are, or a courier that keeps making checks that don’t hold, may be paused.

• In the courier’s care. A parcel is in the courier’s care from pickup until it is delivered, or handed back to the store.
• Lost or damaged. The courier’s published terms for lost or damaged parcels apply. If the courier has none, it pays the store the value of the goods shown on the shipment, without the delivery fee.
• Not the courier’s. The courier is not responsible for damage caused by the store’s packing; banned or wrongly described goods; the customer’s own acts; or events no one could prevent, such as war, riots, natural disasters or government orders.
• Report in time. The store reports a lost or damaged parcel on Handova, or to the courier, within 7 days of the day the shipment should have been delivered or handed back, and damage found on a returned parcel within 2 days of getting it back. A late report may be refused.
• Settle quickly. The courier settles an accepted claim within 14 days.
• Late parcels. A late parcel is a reason to raise it with the courier, to rate it, and for Handova’s follow-ups. It is not, by itself, a reason to keep cash owed.

Both the store and the courier:

• Use the customer’s name, phone and address only for this order and its delivery.
• Never sell or share it, use it for marketing, or contact the customer for anything else.
• Keep it secure.
• Delete it once it is no longer needed for the delivery, returns, or records the law requires.

• No fakes. No fake shipments, statuses, checks, payments or reviews.
• No moving shipments off Handova. Once a store sends a shipment through Handova, neither side moves it outside Handova to avoid Handova’s fees.
• Respect. Treat each other and customers with respect, in chat and in person.

• Talk to each other first, using chat on Handova.
• Handova decides size disputes (section 6). For anything else, Handova may help by showing its records, but it doesn’t have to decide, and it is not responsible for the outcome.
• Claims between a store and a courier are between them, under the law of the country where the delivery took place.

• Pausing. Handova may pause a store or a courier that breaks these rules. A paused courier gets no new shipments, and a paused store can’t send new ones. Shipments already accepted are still finished. We tell you why where we can.
• Changes. We may change these rules. Before a material change takes effect we give 30 days’ notice, and the apps ask you to accept the new version. A change never applies to shipments already sent.
• Language. These rules are written in Arabic and English. If the two differ, the Arabic applies.

Handova LLC, a limited liability company registered in the Arab Republic of Egypt. Registered office: Office 1, Building 2, Block 1, Plot 1/14, Central Axis, next to University Bazaar, 6th of October City, Giza, Egypt.

Email

help@handova.net

WhatsApp support

+86 171 6089 0823