6.

General Terms and conditions

1.

The weight of any single piece should not exceed 30 kilos and 110x85x85 cms in
dimension.
2. Throughout the term of this Agreement and any extension or renewal thereof, Aramex
shall charge the Customer, and the Customer hereby agrees to remunerate Aramex as per
the terms of this Agreement and the Applicable Rates for all shipments detailed herein. All
undeliverable shipments will be billed for as per rates indicated in this proposal.
3. Aramex has the right to increase the Applicable Rates by giving (30) thirty days written
notice to the Customer.
4. It is and further understood, irrevocably and unconditionally agreed by the Customer, that
all courier shipments shall be subject to the Conditions of Carriage appearing on the face
and the reverse sides of the Aramex standard waybill and/or published on aramex.com.
5. Without prejudice to any and all of the aforesaid terms and conditions, the Customers
attention is specifically drawn to Aramexs limited liability of US$ 100 (One Hundred
United States Dollars Only) per each international express shipment OR US$25.00 (Twenty
Five United States Dollars Only) per each domestic express shipment and to the provisions
relating to prohibited shipments. The Customer hereby irrevocably and unconditionally
acknowledges and accepts in advance all of the said terms and conditions and agrees to
be bound thereby.
6. Notwithstanding the Conditions of Carriage, bearer and blank cheques are excluded from
the scope of service provided by Aramex under this Agreement. Aramex will not carry
bearer and blank cheques and Customer warrants and guarantees that all Customers
shipment(s) provided to Aramex for delivery shall not include any bearer or blank
cheques. Customer acknowledges that handing a bearer or blank check to Aramex or any
of its employees does not indicate or imply Aramexs acceptance to carry or deliver such
cheques.
7. The Customer is responsible for obtaining its own insurance. Upon Customers request,
Aramex can arrange for insurance of the declared shipment value at an extra premium.
8. The Applicable Rates are subjected to a fuel surcharge. Fuel surcharge is based on the
monthly average spot prices for kerosene/jet fuel (Rotterdam ARA) as published by the US
Department of Energy (www.eia.doe.gov).
9. The rates submitted herein are valid for a period of 6 months from the issue date. Once
signed, the Agreement shall be valid for a term of one (1) year commencing on the date
this Agreement is signed by Customer, and shall be automatically renewed for further
term(s).
10. This Agreement is revocable by either Party, by giving 30 days written notice of such
revocation in advance.
11. The Applicable Rates are granted to the Customer whose name appears above. All rights
under this Agreement are non-transferable.
12. The Customer hereby irrevocably and unconditionally acknowledges and agrees that the
execution of an Aramex waybill by any officer, director, employee or agent of the
Customer or by any person appearing to Aramex, its officers, directors, employees or
agents to be an officer, director, employee or agent of the Customer shall be deemed
binding to the Customer as if it was made by a duly authorized signatory of the Customer.
13. Customers are charged for Express International shipments on which is greater rule
(Volume or Gross weight) L X W X H / 5000
14. Customers are charged for Express Domestic shipments on which is greater rule (Volume
or Gross weight) L X W X H / 4000
15. Credit Terms
a) Aramex will invoice the Customer during the first week of each month for all shipments shipped
during the previous month. Invoices will be due and payable by the 15 th day of the month in
which it was issued. However, duty charges, taxes, custom duty and cost of goods must be paid
by check or cash prior to the end customer receiving the goods and/or the shipping documents.
b) Aramex reserves the right to: (i) off-set any amounts due to Aramex from such amounts collected
by Aramex; and/or (ii) terminate service to the Customer immediately in the event of any unpaid
invoice/(s) and to take necessary action for recovery. Any expenses incurred in the collection of
this amount/(s) will be debited to Customers account.
c) The effective date of the Applicable Rates shall be the date of Customers approval of this
Agreement. To approve the Agreement, please sign below and return to Aramex.

Aramex

Customer

Name Nizar Alam Eldine

Title Customer Account
Executive

Name Ali Al Quodah

Signature and Aramex Stamp

Signature and Company Stamp

Date

Date 13/1/2016

13/1/2016

Title CEO

7. Appendix1: Service Level Agreements (SLAs)

Aramex commits to the following service levels agreements:
1. Overview
Aramex provides your company with delivery service in the Middle
East; supported by the features below:

Dedicated customer relationship team.

Facilitating COD service.
Customs clearance.
Ability to integrate Aramex systems with your system.
Web based tracking for the shipments.
Facilitating deliveries to most of the areas within the Middle East.
Latest scanner technology.
Secured Facilities.

2. Pre-Dispatch Procedure
Aramex will provide your company with ClickToShip (desktop
application used to manage bulk shipments), which can be used for:

Creating Shipping Labels

Shipments Manifest
Reports
Tracking Shipments

ClickToShip enables you to import existing data to help you create

shipping labels instead of creating them one by one. You can create
and save a template to be used again. ClickToShip enables you to
import files of the following types:

Microsoft Excel Workbook

CSV Files

Advanced text files

Microsoft access database file

3. Collection

A uniformed Aramex courier will collect ready shipments from your

company once daily, at a mutually agreed on time.
On arrival, Aramex courier will reconcile all shipments against the
manifest, and leave one signed copy verifying total shipments
collected.
When your company requires Aramex to do more than one
collection on a given business day, you need to inform Aramex of
the same to be arranged.
4. At Aramex Origin

Shipments received at Aramex office are packed, scanned,

reconciled. A discrepancy report will be sent in case of any
discrepancies.
Shipments will be sorted according to destinations.
Aramex will use its Line-haul network to send the shipments to their
final destinations.

5. At Aramex Destination

Destination country will clear the shipments from customs.

Shipments with values subject to customs duties will go through the
normal clearance process, where consignee at destination will be
required to provide certain documents depending on country
requirements.
Cleared shipments will be taken to Aramex destination facility for
delivery.
Cleared shipments that are sent to Aramex facility pass through the
below:
a. All shipments will be scanned.
b. Non-COD shipments with clear addresses will be sorted as per
Aramex sorting areas.
c. Remaining Shipments will go through a calling process where
each customer will be contacted 3 times in 3 consecutive
working days to verify the address and agree on delivery time.
d. Upon capturing the delivery address of the customer, shipment
will be sorted according to the area to go out for delivery as per
the agreed time with the customer.
e. Customers have the option to collect their shipments from
Aramex offices.

6. Delivery Process

Aramex couriers are supplied with GPRS scanners to facilitate the

delivery process and speed up the data transfer.
When arriving at the given address; the courier will capture the
consignee name and signature, in addition to the time of delivery.
The courier will also collect the COD amount.
The courier will capture the signature of the consignee on a scanner
and a delivery run sheet.
The captured data will be sent through GPRS and details can be
tracked through www.aramex.com
Using EDI (integration) provides you with real-time update of all
shipments statuses at any stage from the time they leave your
company until they get delivered.

7. COD Management

Upon delivery, the courier will collect the amount of cash for the
delivered shipment(s).
The cash amount will be settled to accounting department within a
maximum of 30 working days.
Accounting department at destination will make sure to update the
system with payment details.
Once a month, Aramex Origin will settle payments for all the
delivered and updated shipments, settlement will be done as a wire
transfer to the clients bank.
The clients bank account should have the same name mentioned
on the clients Commercial Registration.
A list of settled waybills will be linked to the cheques issued to your
company.
Aramex will generate internal audits to make sure all delivered
shipments are updated on COD system

8. Transit Time

Shipments will arrive to destinations as per the agreed transit time

excluding any delays related to customs clearance process.
Shipments will go through a calling process where each customer
will be contacted 3 times in 3 consecutive working days to verify the
address and agree on delivery time.

9. Shipments Holding Period

Aramex will have different types of undelivered shipments:

a. Consignee refuses the shipment and requires the order to be
cancelled.
b. Aramex could not reach the consignee on the provided
telephone numbers in the 3 different attempts.

c. Shipments held at Aramex to be collected by consignee and

consignee does not show up.
d. Consignee asks to hold the shipment as s/he is out of country.
e. Cash is not yet ready with consignee.
Upon completion of all the 3 consecutive attempts, Aramex
Origin will notify your company of the last status of these shipments
on a weekly basis.
Within 24-48 hours, your company should notify Aramex what is
to be done with each shipment
Your company can chose from below on what is to be done with
the undelivered shipments:
To be returned to Origin
To provide Aramex with better delivery details in case your
company was able to contact the consignee
Store it with Aramex and have an integration with our inventory
system
The maximum period an Express shipment can be held at
destination is 21 calendar days.
The maximum period a Domestic shipment can be held at
destination is 10 calendar days.

10.Returns Process

On a daily basis your company needs to inform Aramex about

shipments to be returned.
Aramex will follow up with destinations and instruct them to
return back shipments.
Shipments will be returned individually and each will have
separate airway bill number which is linked in the system with
the original airway bill number.
The returned waybills will be sent to your company at origin.
Upon clearance, Aramex will deliver the returned shipments to
your companys warehouse (or agreed on location) and capture
the name and signature on the delivery run sheet for each
returned shipment.

11.Reports and KPI reporting

Aramex provides you with the ability to check the latest status of
your customers shipments (paid, returned, delivered) through the
Shipments Status Report available on www.aramex.com
Aramex can provide you with customized reports upon request,
including:
a. Shipping reconciliation report
b. Cash reconciliation report
c. KPI monthly report