Delivered fast. Handled with care.

Last updated 4 September 2026. Applies to every shipment booked with Tez.

1. Booking and shipping

• Bookings are made through the Tez portal, the Tez API, or our customer service team. Every booking receives a consignment number (CN).
• The minimum chargeable weight is 0.5 kg per shipment.
• Where volumetric weight exceeds actual weight, the volumetric weight is charged. Volumetric weight in kg = (length × width × height in cm) ÷ 5000.
• Applicable taxes, including GST, are charged as required by federal and provincial law.
• If the receiver refuses a parcel, it is returned to the shipper under a new CN and return charges apply.
• Cash on delivery (COD) shipments are not insured unless the merchant specifically requests insurance and pays for it before dispatch.
• Packaging is the shipper's sole responsibility. Tez does not accept liability for loss or damage caused by inadequate packaging.
• To open an account we require: bank account details, client or company name, office and pickup address, a copy of the CNIC of the authorised person, and a named contact person.

2. Liability and limitation of damages

• Tez is not liable for shortages claimed by the consignee after delivery has been accepted.
• The safety of the contents depends on packaging, which remains the client's responsibility. Tez is not responsible for damage that results from poor packing.

3. Claims

• Claims are valid only for shipments lost in transit within Pakistan through theft, robbery, snatching or accident, and are void if the shipment's seals are found broken.
• Damage claims are generally not admissible. Fragile items such as glass, plastic, wood and liquids are carried at the shipper's risk regardless of insurance.
• Damage to electronics during transit is not admissible as a claim.
• Claims are not entertained for loss arising from war, strikes, riots, terrorism, explosions or natural disasters.
• Maximum liability for any claim will not exceed the declared value of the product. For insured shipments, liability is capped at the insured value. Insurance terms must be accepted in writing before dispatch.
• Claims must be submitted in writing to claims@tez.pk within 7 days of booking. Approved claims are settled within 14 working days.
• Proof of delivery (POD) requests older than 90 days from the booking date will not be processed.

4. Consequential loss

Tez is not liable for indirect or consequential loss of any kind, including loss of business, loss of profit or loss of opportunity, however it arises.

5. Conditions of carriage

• Domestic carriage is governed by the Carriage by Air Act 1934 (Pakistan) and applicable law.
• The shipper must provide accurate information and documentation for customs and other formalities. Tez is not liable for loss caused by incorrect or incomplete information.
• Receipt by the consignee without written objection is proof that the shipment was delivered in good condition.
• Tez is not liable for loss, delay or damage unless negligence on its part is proven.
• Carrier liability is limited to Rs. 88.20 per kg unless a higher value is declared and the applicable insurance paid.
• For delay, liability is limited to the lesser of the actual loss or twice the freight charged.
• Dangerous goods may be refused, abandoned or destroyed without liability to Tez.

6. Customer agreement

By opening an account or booking a shipment, the client acknowledges these terms and releases Tez from liability for loss or damage beyond the limits set out here. Tez provides transportation only and takes no responsibility for the contents of any parcel.

7. Additional terms

• Consignment notes are non-negotiable. The shipper is responsible for the accuracy of all information on them.
• No Tez rider, agent or employee is authorised to amend these terms.
• Booking through the portal or API confirms that the shipper accepts Tez does not inspect contents and assumes no liability for them.
• Tez may retain shipments until outstanding charges are cleared.
• Tez is not responsible for delays caused by events beyond its control.
• Clients are advised to arrange insurance independently. Without insurance, Tez's liability is limited to Rs. 100 per domestic shipment.
• Prohibited items include liquids, firearms and ammunition, plants, drugs and narcotics, explosives, live animals, perishables, currency and any item banned by law.
• Business account payments are made by crossed cheque or bank transfer in favour of Tez's registered entity.
• GST applies as per law. Annual rate adjustments will be agreed in writing.

Last updated 4 September 2026. Covers the Tez website, portal, API, and the Tez customer and rider apps.

What this covers

Tez provides its website, merchant portal and mobile apps as a service to customers, shippers and riders. We will not use or share your information with anyone except as described in this policy.

Information we collect

To book, collect and deliver shipments we collect personally identifiable information including your name, email address, phone number, pickup and delivery addresses, and CNIC details for business accounts. Riders and, where enabled, customers share GPS location while a pickup or delivery is in progress. This information is stored securely and used only as described here.

Log data

When you use the portal or apps we collect log data from your device, particularly when an error occurs. This includes your IP address, device name and operating system version, app settings, the time and date of use, and usage statistics.

Cookies

The website uses cookies to keep you logged in and to remember basic preferences. Our apps do not set cookies directly, but may include third-party libraries that use cookies or similar identifiers to improve their services.

Service providers

We work with third-party companies to operate the service, process payments, send SMS and email notifications, and analyse how the service is used. They have access to your personal information only to perform tasks on our behalf, and are required to keep it confidential and not use it for any other purpose.

Security

We use commercially reasonable measures to protect your information, including encryption in transit and access controls. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Links to other sites

Our service may contain links to other websites. We do not operate them and are not responsible for their content or privacy practices.

Children

Our services are not intended for anyone under 18. We do not knowingly collect personal information from children.

Changes to this policy

We may update this policy from time to time. Changes take effect when posted on this page.

Contact

Questions about this policy or your data can be sent to privacy@tez.pk.