SERVICE UPDATE

Limited liability

Limited liability Terms & Conditions

  1. The Customer is only entitled to lodge 1 claim per parcel.
  2. Excess labels do not have limited liability cover. Only standard labels have limited liability cover.
  3. To initiate a claim, the Customer must notify the Carrier:
    1. In the event of Damage to Goods – Photographic evidence of packaging and damage must be provided by the receiving customer either to the sending customer or sending / receiving depot provided within 24 hours of the Goods being delivered. Supporting documentation must also be provided showing that the notification was given within 24 hours (e.g. a copy of an email or a message with a time stamp). A formal claim must be received in writing within 7 business days of delivery of the Goods; or
    2. In the event of Loss of Goods – within 30 business days from the date the Goods were picked up by the Carrier.
      a. The Carrier has the right to amend these terms and conditions at any time including, but not limited to, extending the timeframe before a parcel is deemed lost due extenuating circumstances such as lockdowns, restrictions or events outside of the Carrier’s control.
    3. All information reasonably requested by the Carrier, or its third party claims administrator, in relation to the claim must be provided in writing within 14 business days of the request being made.
  4. If an Authority to Leave is provided on a consignment, whether it is a standing Authority to Leave or not, then the Customer waives their rights to lodge a claim in the event that Goods are deemed lost provided the Carrier can substantiate that the Goods were delivered by providing either photographic evidence or GPS tracking.
  5. The Claims Administrator also has the sole discretion and right to offset any claim amount against unpaid or outstanding monies owed to the Carrier.
  6. Claims are limited to loss or damage to Goods only. For the avoidance of doubt, any consequential loss or additional damage suffered by the Customer as a result of loss or damage to Goods, irrespective of the reason, will not be covered and cannot form part of any claim.
  7. The maximum amount that may be claimed from the Carrier is the cost price of the Goods (up to a maximum of $1,500), which will include the value of the freight service provided by the Carrier, excluding all GST.
  8. Documentary evidence to support the value of the Goods must be provided by the Customer by either:
    1. Receipt of purchase; or
    2. Sufficient proof of actual manufacturing cost
      1. If sufficient proof of actual manufacturing cost cannot be provided, the associated sales invoice, the value of which a maximum of 35% will be paid to the Customer.
    3. Any claim for damaged Goods can only be initiated once the Carrier has possession of those Goods. Failure to provide the damaged Goods to the Carrier will waive the Customer’s right to initiate a claim.
    4. The Customer may only lodge a claim if it can be ascertained by accredited scanning that the Goods were lost or damaged in the direct care, custody and control of the Carrier and/or its Agents.
    5. The carrier:
      1. Is authorised to deliver the Goods to the Receiver at the address nominated by the sender or receiver or agent of them, and
      2. Shall be deemed to have delivered the goods in accordance with these conditions it the carrier;
        1. Obtains a signature acknowledging receipt from any person who presents themselves to the carrier as the receiver or its agent; or
        2. Is provided with a written Authority To Leave (ATL), which can be either permanent or a per consignment basis, which allows delivery without signature, from either the sender or Receiver
        3. In the case of perishables, when they are physically deposited at the address given by the sender or receiver.

Warranty exclusions

The Carrier will not be liable for any Claims made by Customers in any of the following circumstances:

  1. Where the Goods consigned are Excluded Goods, defined as:
  • Antiques and works of art
  • Perishable goods including but not limited to meat, fish, vegetables, chocolates and fruits
  • Framed items containing glass and mirrors whereby the internal and/or external packaging fails to meet Aramex Australia’s Packaging Guidelines.
  • Human remains or ashes
  • Cash including any form of bank notes, currency notes, coins or other legal tender
  • Loose precious and semi-precious stones
  • Bullion (of any precious metal)
  • Firearms (or parts thereto), ammunition or explosive devices
  • Live goods, including living plants, animals, fish and birds
  • Imitation or replica firearms, air guns, ammunition or explosive devices
  • Illegal goods
  • Banderols or tax stickers
  • Cigarettes and tobacco products
  • Furs and ivory
  • Jewellery, all watches, precious metals
  • Negotiable instruments in bearer form (whether cash-like or not)
  • Toy guns, air guns
  • Batteries excluding Mobile Phones, Laptops or Tablets.
  • Obscene or immoral articles / materials
  • Narcotics and psychotropic substances
  • Second hand automotive parts
  • Articles which are deemed to be illegal to import in the destination country
  • Personal effects, being privately owned items, which are used/second-hand and usually worn/carried on the person, such as clothing and jewellery; and objects imbued with sentimental significance such as hair and family photo albums
  1. Where the Carrier in its reasonable opinion considers the Packaging of Goods to be inadequate for transportation;
    1. If the sender elects to send the package then it may be sent at their own risk using the “at own risk scan” (to be developed) in conjunction with confirmation by the sender such as provision of email, or initials on the package by the sender or their representative that by sending the Goods all rights to a claim is waived.
  2. Where damage, mechanical failure or other defect or damage to the Goods could not, in the reasonable opinion of the Carrier, have been caused by the carriage;
  3. Where the Carrier fails, delays or is unable to carry out its obligations due to strikes and/or lockouts (whether of the Carrier’s own employees or those of others), acts of God, war, terrorism, fire, flood, embargo, litigation, force majeure, acts of Government or any other cause beyond the control of the Carrier;
  4. Where the Delivery Address is a post office box

Amendments to Terms and Conditions of contract

  1. The Carrier has the discretion to amend these terms and conditions
  2. The Carrier will use its best endeavours to provide Customers with 7 days’ notice of any amendments to these terms and conditions.
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