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Terms of use

Terms of use


These Conditions of Carriage EXCLUDE LIABILITY on the part of SAROKH Company and its employees or agents for loss, damage, and delay in certain circumstances; LIMIT LIABILITY to stated amounts where liability is accepted and REQUIRE NOTICE OF CLAIMS within strict time. Senders should note these Conditions carefully and where necessary obtain insurance cover to protect their interests.

  1. Application

1.1 These Conditions apply to the carriage of Shipments from and between selected SAROKH locations within selected countries, utilizing services or service options of SAROKH (if and where available). These services may be modified by SAROKH Company from time to time. Upon request, customers can be informed about the areas that are served by SAROKH Company.

1.2 In case of conflict between these Conditions and the terms and conditions on any SAROKH Company Air Waybill, manifest, shipping label, or other transit documentation, our Conditions of Carriage control to the extent that they do not conflict with the mandatory rules relating to liability to the international carriage; or, shipments carried from and between specified locations within one country, with the mandatory rules relating to liability for carriage provided by the laws of that country.

1.3 These conditions (which term includes those agreements and conventions Company referred to herein) represent the entire agreement between the parties and, subject to section 1.3, shall prevail over, exclude and supersede any other terms or conditions, oral or written, wherever appearing or made and, in particular, any terms and conditions sought to be incorporated by the Sender or any other written and oral statements concerning these Conditions. The Sender confirms that it does not rely upon or claim any other terms, warranties, conditions, or representations relating to the use of the services under this Agreement.

1.4 The Arabic language version of these Conditions of Carriage supersedes all other versions.

  1. Rates

Applied shall be those rates applicable and in force at the time that the contract of carriage is made.

  1. Billing

3.1 If applicable, duties and taxes may be assessed on the contents of Shipments.


3.3 For currency conversion, SAROKH may apply a conversion fee. Please read our Conditions of Carriage.

  1. Invoice Adjustments/ Dimensional Weight

4.1 If the service selected or weight entered is incorrect. SAROKH Company may make appropriate corrections to the Air Waybill and appropriate adjustments to the invoice at any time and will be entitled to charge a special handling fee for having to make such corrections and amendments.

4.2 Charges may be assessed based on dimensional weight.

  1. Refusal or Rejection of Shipment(s)

SAROKH Company reserves the right to refuse, hold, cancel, postpone or return any Shipment at any time if such Shipment would in the opinion of SAROKH Company be likely to cause damage or delay to other Shipments, goods or persons, or the carriage of which is prohibited by law or is in violation of any of these Conditions. The fact that SAROKH Company accepts a Shipment does not mean that such Shipment conforms to applicable laws and regulations or the present Conditions.

  1. Restrictions

Package size and weight restrictions vary by country or SAROKH Services. Please see www.sarokh.net and our Conditions of Carriage.

  1. Items Unacceptable for Carriage

7.1 The following items are not acceptable for carriage to any destination unless otherwise agreed by SAROKH: money, explosives, human corpses or body parts, cash on delivery shipments, firearms, plants and seeds, perishables, pornography, hazardous waste, dangerous goods, dead or live animals, etc. For a complete list of unacceptable items please read our Conditions of Carriage.

  1. Packing and Markings

8.1 All Packages must be prepared and packed by the Sender for safe transportation by air and road assuming ordinary care in handling in a Company-transportation environment and compliance with all applicable laws, regulations, and rules, including those governing packing, marking, and labeling

8.2 SAROKH Company shall not be liable for any damage arising out of changes in temperature or pressure.

  1. Inspection of Shipments

9.1 SAROKH Company, at its sole discretion, or upon the request of the competent authorities, open and inspect any Shipment without notice at any time, and shall incur no liability of any kind, therefore.

9.2 Following applicable regulations SAROKH Company is required to undertake (random) X-ray screening. Sender and Recipient hereby waive any possible claims for damages or delays as a result of screening.

  1. Customs Clearance

10.1 In the event of any failure to provide and/or complete accurately all necessary customs and export laws documentation (including the Air Waybill) SAROKH will assume no liability to the Sender or any other person for any loss, expense, or delay due to the Sender’s failure to comply with this provision.

10.2 SAROKH reserves the right to assess the extra charges for customs clearance or services ancillary to the customs clearance of shipments.

  1. Duties and Taxes

11.1 If and where applicable, Without prejudice to Sections 4.5 and 4.6., SAROKH Company may elect to advance on behalf of the party responsible for payment thereof (“the Payer”), any duties and taxes as assessed by Customs.

11.2 Any Shipments may be delayed if SAROKH Company is not able to obtain satisfactory confirmation of arrangements to reimburse it for amounts to be advanced for duties and taxes.

11.3 If SAROKH advances duties and taxes it reserves the right to assess a surcharge.

  1. Routing and Delivery

12.1 SAROKH may deliver to the Recipient at the selected address of Sarokh POD, or to someone other than the person or entity named on the Air Waybill having apparent authority to accept the Shipment in the name and on behalf of the Recipient. The Shipper recognizes and explicitly accepts that in certain destination countries, the delivery may be made to a third party or a letterbox or any other place accessible to the Recipient. Shipments cannot be delivered to post box addresses.

12.2 SAROKH Company shall not be liable in any circumstances for any claim, which relates to seizure or detention of goods in the course of transit by customs or other government authorities.

12.3 Transport time:

Transport time depends on the location from which the shipment is shipped, and is within a maximum of 7 working days unless there is force majeure which delays delivery. The shipper is required to process the cargo on a daily basis (Saturday to Thursday) for normal carriage no later than 16:00

  1. Declared Value and Limits of Liability

13.1 The sender must declare the value of the shipment.

13.2 The maximum liability is SAR 100 or the actual cost of damage whichever is lower.

13.3 If insurance coverage is required, the shipper must pay 2% (of the total value of the goods) unless it exceeds (SAR 1000).

The value of loss or damage will be deducted from each premium order during loading and delivery procedures.

  1. Liabilities Not Assumed

14.1 SAROKH will not be liable for any damage over the Declared Value (as limited by Section 17).

14.2 SAROKH will not be liable in any event for special, incidental, consequential, or indirect losses or damages, including but not limited to loss of income or profits.

14.3 SAROKH will not be liable for the Shipper’s acts or omissions, including but not limited to incorrect declaration of cargo; improper or insufficient packing, securing, marking, or addressing of the SAROKH Shipment; or for the acts or omissions of the recipient or anyone else with an interest in the Shipment. Also, SAROKH will not be liable if the Shipper or Recipient violates any of the terms of this (Air) Waybill of our Conditions of Carriage. SAROKH will not be liable for loss, damage, delay, shortage, non-delivery, misinformation, or failure to provide information in connection with the shipment of prohibited items. SAROKH will not be liable for loss, damage, delay, shortage, non-delivery, misinformation, or failure to provide information in connection with the Shipment caused by or resulting from including but not limited to: the fragile nature of the shipment or any defect or vice inherent thereof, the erasure of data stored on magnetic tapes, files or other storage media, loss or damage to any Package for which SAROKH has no record or receipt; or, events SAROKH cannot control.

  1. Claims

15.1 All claims due to delay (including spoilage claims) or shortage must be notified to SAROKH in writing within 21 calendar days after delivery of the Shipment, failing which no action for damages may be brought against SAROKH. All claims due to damage (visible or concealed) must be notified to SAROKH in writing within 48 hours after delivery of the Shipment, failing which no action for damages may be brought against SAROKH. All claims must be made within strict time limits. Customers could submit claims through any SAROKH customer support channel. All claims processed by SAROKH will require 7 business days for resolution unless investigation requires further actions.

  1. Surcharges

SAROKH reserves the right to assess fuel and other surcharges on Shipments without notice.

  1. Mandatory Law

These conditions shall not exclude any liability where the exclusion of that liability is prohibited by law. The invalidity or unenforceability of any provision shall not affect any other part of these Conditions. The Arabic language version of these Conditions of Carriage supersedes all other versions.

  1. Data Protection

18.1 By submitting any personal data to SAROKH the Shipper consents using this data for the purposes of SAROKH (or its agents or subcontractors) performing their obligations under the relevant (Air Waybill and the Conditions. The Shipper also consents to SAROKH sharing this Data with its subsidiaries and branches and confirms that SAROKH can do the same to Consignee’s personal data.

18.2 By submitting the Shipment and by signing the Air Waybill the Shipper consents to the transfer of such personal data to such countries.

  1. Abandoned, Neglected, and Returned Shipments

19.1 If the shipment is not deliverable for any reason such as:

 (1) the client cannot be contacted or they provided false or incomplete information; (2) the client did not respond after three attempts at communication within 7 days; (3) the customer abandons or neglects the shipment; (4) the client’s failure to pay fees; (5) the client rejects the shipment; (6) the shipment is refused by government authorities, than SAROKH may at its own discretion return the shipment to the sender.