Terms and Conditions of Use

Below are the Terms and Conditions that have been set for the users of PASS Mobile and Web App:

Pass Delivery is a mobile and desktop platform that enables users (“you“, and “your“) to get items delivered from and to most locations. The app and the service it provides (“Service“) to connect users like you to carriers (as defined in section 2 below) is provided by Pass Delivery W.L.L. (“we“, “us” and “our“), company registration number (CR) 145399 whose place of business is at Floor 2, Office 18, Blue Polygon Building, Salwa Road Doha, Qatar; Email [email protected] . These Terms and Conditions (“Terms“) and our Privacy Notice tell you how we provide and how you may use the Service. For information on how we use personal data we collect from you, please see our Privacy Notice If you want to use the Service, you must first create a user account. By creating a user account, you accept these Terms when prompted on your device. This will create a binding legal contract between you and us for each order you place with us for the Service. If you do not agree to the Terms, please do not press to accept them and you will not be able to create a user account or use the Service. To create a user account and use the Service, you must be 18 or older, and have the power to enter into a binding contract according to the country regulations. 

2. Disclaimer:

IMPORTANT! Please Note: We are a software company aiming to provide seamless courier services across different locations in Qatar. All carriers are self-employed and are sole operators of their vehicles. Therefore, all responsibilities of logistics and transports are committed to them and is covered by their insurance policies. (see schedule 14) We provide information and enable you to book those courier services through our application, but we do not provide courier services ourselves or act in any way as a courier. Therefore, we have no responsibility for anything that is done, or not done, by drivers unless expressly set out in these.

3. Changes :

We may occasionally make changes to the Service, these Terms or our Privacy Notice. If we do, we’ll notify you. By continuing to use the Service after we notify you, you’re expressing acceptance of any changes.

4. Payments:

When you request a booking for a Pickup service via the Application, your payment instruction will be processed either by the wallet feature or by Cash on Delivery (COD). You can top up your Pass Wallet by our third party payment service provider whose terms of service and privacy policy will apply to that processing. Payment processing services for customers on PASS are provided by QNB and are subject to the Qatar National Bank’s online payment gateway solution. By agreeing to terms and conditions or continuing to operate as a customer on PASS Delivery, you agree to be bound by the QNB Agreement, as the same may be modified by QNB from time to time. As a condition of PASS enabling payment processing services through QNB, you agree to provide PASS accurate and complete information about you and your business, and you authorize PASS to share it and transaction information related to your use of the payment processing services provided by QNB. We accept payment by debit or credit cards from Visa, MasterCard or American Express. We do not accept payment by pre-paid cards or cheques. For cash on delivery orders, the user has the option to pay the delivery fee to the courier driver upon the pickup or dropoff point. It is the users responsibility to prepare the exact amount of delivery funds in cash format of Qatari Rials (QAR). It is also a legal binding for users to make sure that the fee is affordable for them prior to placing the delivery. The majority of your payment is for the benefit of the relevant carrier, and Pass Delivery only takes a small commission to cover the service we provide for facilitating your booking. The amount you will pay for your service will comprise: (a) the base rate per package type (b) rate per distance (kilometres), (c) an additional fee for two way (return trips) and (d) additional fee charged based on time for pause (halting) during trip.

5. Promotions :

We may, from time to time, provide you with a promotional code which can be used on an order placed with us. You may only use one promotional code on each order placed with us. A promotional code is only valid for one use. You may not register multiple accounts with us to use the promotional code more than once. If we discover that you have done this, we will charge you the full value of all orders placed by you for which the promotional code was not valid. The promotional codes provided are based on complimentary trips or certain discounted rates rather than giving monetary credit to the users account. Additional terms and conditions may apply to the use of promotional codes. We will let you know what these are when we provide you with the promotional code.

6. Collected Items :

Whether you are a student or office staff, PASS Delivery offers a service that you can use to send any sort of parcels, letters or documents at the fastest and cheapest way. Our courier pickups your package from wherever you need (in Qatar) and instantly delivers without going through dispatch centres. By using the Pass service, you can send packages reliably, quickly and conveniently with a touch of a button. Some includes: Food and Drinks: Even hot food Clothing and houseware Documents: Passports, books, letters, cards, etc. Electronics Tools and necessities such as keys, medications (As long as they are legal!) For packaging requirements, visit schedule 12. According to laws and regulations, there are certain things that cannot be sent by Pass service. These include: Drugs: Illegal drugs such as inhalers, injectors, powders, smokers, etc. Weapons: Any sort of guns, cold weapons, lasers, knives, etc. Explosives Acids: Flammable acids and industrial alcohol. Petrol and Diesel Illegal gasses and capsules Smokable’s: Weed, Cannabis, Alcohol, etc.

7. Notifications :

When you have submitted your booking request, you will be notified when a Carrier has been allocated and at other key stages as they carry out your request. Make sure you enable the notifications on your device.

8. Your Cancellation Rights :

You have the rights to cancel your request whenever you require to unless the driver has arrived to the pickup point. Cancellation Fees will be notified if occurred. See Schedule 9 for more information about cancellation fees.

9. Cancellation Fees :

A cancellation fee will not be charged if the order is cancelled by the user unless whilst the driver has arrived to the pickup point. In that case, a 50% cancellation fee will be charged. A delay fee of QAR2 per minute will be charged for every minute after a 10 minute waiting period by the driver at the pickup and drop-off location. The driver will leave after waiting for 20 minutes. If a Driver is at the pickup and there is no package or if user refuses to provide a parcel, a pickup cancellation fee of 75% of the order rate will be charged. If the user provides a parcel that exceeds the Size and Dimension regulations, a 75% cancellation fee will be charged. Fees are automatically taken from the payment details within the account. If the account is empty or a COD option is chosen, the account will be sent to overdrawn status until the user tops it up.

10. Our Cancellation Rights :

We may cancel your order where the driver is unable to collect the Collected Items from the pickup location. If we have to cancel your order in such circumstances, we will notify you and refund to you any amounts charged to your Pass Wallet in respect of such order.

11. Delivery Address :

It is the users (“You”) responsibility to provide us with the exact pickup and delivery address in the specific ‘Address Form’ designated in the application. The user (“You”) must make sure the flat, suite and floor details are clearly provided if they (“You”) expect a precise service. We suggest using the “add note for your driver” feature as well and use the National address of the State of Qatar i.e. Street, Unit and Zone numbers.

12. Packaging :

All parcels, letters and other packages must be suitably packaged by the (“sender”). The parcel weight should NOT exceed 10kgs. The packaging must be safe, durable and comply with our dimensions (check in the app). For important parcels/ goods; it is best for them to be covered well. Sealed packaging has been designed for use in documentation delivery such as passports and bank cards. The sealable envelope will be provided upon pickup and the recipient must place the document in the designated bag and seal it. Subject to availability of driver.

13. If You Are Unavailable :

The recipient must be available to receive the package at the delivery location. If package is not delivered, the driver would initially contact the recipient to ask if they allow a delivery to neighbour or secure drop off area or else they would return the package to the pickup location and the user (“You”) would be charged for the return trip. If the receiver or the user placing the order allows the parcel to be dropped off at a safe drop point, it will not be under Pass or the drivers responsibility for anything that occurs (including theft, damage or ware & tare) once the parcel has been delivered.

14. Insurance :

We have made sure that all our drivers are checked for criminal records and have valid motor insurance certificates for the vehicles that they are using. According to law, car insurances will cover the vehicle, driver and any item that is in transport in the case of accidents, fire and theft. This is up to the insurance company and will depend on the circumstances. A Pass customer can have piece of mind in sending their packages through our trained couriers. However, these couriers are still self-employed and Pass does not have any responsibility for major incidents. Our service team will try their best to accommodate customers and their inquiries and we will definitely legally deal with our drivers once a major incident has risen. Drivers will also have their accounts suspended once breaking Pass’ regulations or receiving multiple complaints from customers. Damages to perishable items en-route will not be subject to reimbursement. Sending perishable items such as food, cakes, drinks, electronics, flowers and other related items are up to the customers responsibility. However, we do provide promotional benefits for consumers who experience such scenario. It is recommended that the customer informs the driver about the package content and let them know to take extra care during the ride.

15. Your Use of the Service :

We (or our licensors) retain ownership of the Service and its associated intellectual property. We grant you a non-exclusive, non-transferable right to use the Service’s features solely for your own personal, non-commercial purposes, subject to these Terms. All rights we do not grant to you specifically in these Terms are reserved by us. You agree: that you will not use the Service for any illegal purpose or in any way that interrupts, damages or impairs the service provided by the Service; not to use the Service to deliver any item that is dangerous, illegal or intended only to annoy or abuse other users or third parties (including us or our Carriers); to comply with any terms of service that apply between you and the Carrier that transports your item (as may be notified to you); not to use the Service to transmit any viruses (or similar malicious code) or any material that is infringing, obscene, defamatory, threatening or unlawful or that may harm us or any third party; to compensate and defend us fully against any claims or legal proceedings brought against us by any person as a result of your breach of these Terms; to keep your account username and password secure at all times and not to disclose your account username and/or password to any other person; and not to allow any other person to use or access your account.

16. Termination :

We may terminate these Terms and close your account any time without notice if we cease to provide the Service in your area. We reserve the right to suspend, restrict or terminate your access to the Service at any time without notice if we have reasonable grounds to believe you have breached any of these Terms. Suspension, restriction or termination of your access to the Service will not limit our right to take any other legal action against you that may be appropriate. You may stop using the Service at any time.

17. Our Legal Obligations :

Nothing in these Terms excludes or limits our or your liability for death or personal injury caused by our negligence or for fraud or fraudulent misstatement. Whilst we will always strive to provide you with a service you’ll love, our lawyers have asked us to remind you that we are not responsible for: losses, damage, costs or expenses not caused by our breach of these terms; the behaviour, actions or omissions of any Carrier you may use (see also “Disclaimer” in section 2 above); the quality or fitness for purpose of any Collected Item (see also “Collected Items” in section 6 above); the actions or omissions of other users of the Service; any indirect or consequential loss or damage which means a loss suffered by you which is a side effect of the main loss or damage and where we could not have anticipated that type of loss arising when you agreed to these terms; or any harm, loss or damage suffered by you or anyone else if the Service is interrupted, suspended or otherwise not provided to you or if we do not comply with these terms because of events beyond our control (for example, industrial disputes, technical difficulties, failure of or delays in communications networks, acts of terrorism or power failure).

18. Technical Limitations :

We do our best to provide a service you’ll enjoy, but the Service is provided without express or implied warranty or condition of any kind, on an “as-is” basis. You acknowledge and accept that your access to the Service is dependent on connectivity over communications networks and facilities that are outside of our operation and/or control and that your use of the Service may be subject to limitations, delays and other problems inherent in the use of such networks and facilities. Taking this into account, we give no warranty that your use of the Service will be uninterrupted or error free. We will use our reasonable endeavours to provide a good, consistent service, however, you acknowledge and accept that we are not responsible for any loss or damage of any kind that you may suffer as a result of any interruption or delay to your access to the Service, or as a result of any failure or error in the transfer of data over those networks and facilities in connection with your use of the Service.

19. Third party services :

The Service enables you to order courier services that are provided by a third party Carrier. The terms applicable to use of that third party Carrier’s service will apply and we will not be responsible for anything that is done or not done by you or the Carrier in connection with your use of their service. We do not endorse or take any responsibility for statements, advertisements or any content whatsoever transmitted through, or linked to from, the Service by other users or third party service providers (including Carriers). We do take reasonable measures to verify the quality of the Carriers, such as conducting credit search, criminal record search and obtaining proof of identification and address. We are willing to listen and, if we deem it appropriate, take action in relation to any feedback you may have in relation to a Carrier.

20. Contacting Us :

If you need to contact us, please email us at[email protected], live chat on www.pass.qa or write to us Floor 2, Office 18, Blue Polygon Building, Al Salwa Road, Doha, Qatar.

21. Disputes :

Any disputes in connection with these Terms will be governed by and interpreted in accordance with the laws of the operating country. If you choose to bring proceedings in connection with these Terms you must do so in the courts of the operating country.

22. Other Important Legal Terms :

For any concerns or problems which might occur during a delivery, we only communicate directly to the account (“you”) that has placed the order. Meaning, in an event of where the recipient might be concerned, it is note to mention that it is the account holders responsibility to resolve the matter with the receiver. Due to data protection, Pass will not disclose any information to the recipient of the order. We can assign, sub-contract and/or otherwise transfer any or all of our rights and/or obligations under these Terms to any company, firm or person. We will only do this if it does not affect your rights under these Terms. Please note that you may terminate your agreement with us at any time. You may not transfer your rights or obligations under these Terms to anyone else. If you breach these Terms and we take no action against you, we will still be entitled to enforce our rights and remedies against you in relation to that breach and to use our rights and remedies in any other situation where you breach these Terms. If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the remainder of the Terms will continue to govern each of our respective obligations. These Terms are not intended to give rights to anyone except (“you”) and (“us”). Except as otherwise expressly stated, these Terms contain the entire agreement between us and you relating to use of the Service and supersede any previous agreements, arrangements, undertakings or proposals, written or oral, between us and you relating to use of the Service.

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