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Logisty Customer Terms and Conditions

Introduction

Welcome to Logisty! These Customer Terms and Conditions (“Terms”) govern your use of our mobile applications, websites, services, and technology platform (collectively, the “Services”). Logisty is a joint initiative between Dubai’s Roads and Transport Authority (RTA) and TruKKer Technologies DMCC (a free zone company registered in the United Arab Emirates), with the objective of offering seamless logistics and transportation services. Headquartered in Dubai, UAE, Logisty leverages RTA’s infrastructure and TruKKer’s expertise to provide efficient logistics services (hereinafter referred to as ‘Logisty’).

1. Contractual Relationship

These Terms govern your access and use of the applications, websites, content, products, and services provided on Logisty, a collaboration between RTA Dubai and TruKKer Technologies DMCC (TruKKer). By accessing or using the Services, you agree to be bound by these Terms, establishing a contractual relationship between you and Logisty.

2. The Services

The Logisty platform enables users to arrange and schedule logistics and transportation services provided by independent third-party providers (“Third Party Providers”) on Logisty, as Logisty operates as a facilitator, and all services are performed by independent contractors.

3. Truck Availability and Variation

3.1 Truck Availability:

Truck availability may vary based on location, demand & availability and other operational conditions. Logisty leverages existing Trukker fleet infrastructure, but specific truck types or specifications may not always be available. Substitutions may occur when required.

3.2 No Liability for Truck Variations:

Logisty is not liable for differences between advertised truck specifications and the actual vehicles provided. Images and descriptions are for illustrative purposes only, and variations may occur.

3.3 Unavailability and Liability:

In case specific truck sizes are unavailable, Logisty will offer suitable alternatives but is not liable for delays or additional costs resulting from these changes. As such, the price reflected on Logisty may be subject to revision.

4 Cancellation Policy:

By accepting these Terms, the Users undertake, agree and acknowledge that all the services availed by them on Logisty, will inter-alia be subject to the following cancelation charges:

4.1 Logisty Cancellation Policy for Goods Move

At Logisty, we understand that plans can change. Our Goods Move cancellation policy offers flexibility to adjust with ease.

Flexible Cancellation

  • Free Cancellation: Cancel up to 6 hours before pickup with no charge.
  • Late Cancellation Fee: For cancellations within 4–6 hours before pickup, a fee of 10% of the booking amount applies.

Same-Day Cancellations

  • Within 2–4 Hours of Pickup: A fee of 10% of the booking amount applies, or customers may opt for one-time free rescheduling.
  • Within 0–2 Hours of Pickup: A 100% cancellation fee applies for cancellation made within 2 hours.

Instant Demand Cancellations

  • Immediate Cancellations for “Schedule Now”: If a customer books for immediate service, cancellation is allowed within the first 30 minutes. A standard fee of 10% of the booking amount applies and after 30 minutes, a standard fee of 20 % of the booking amount applies.

No-Show Policy

  • No-Show Fee: If the customer is unavailable, a no-show fee of 100% of the booking amount applies.

VAT Refunds

  • VAT applied to the booking amount will be refundable in case of cancellation.

Easy Refunds

  • Refunds for eligible cancellations are processed within 5–7 business days. Processing times may vary by bank.

Rescheduling Options

  • Free Rescheduling is allowed before the move with no fee.

Exceptional Circumstances

  • In events like adverse weather or emergencies, a free reschedule will be offered. Customers must contact support to verify the situation.

4.2 Logisty Cancellation Policy for Home Move

Moving homes is complex, and our policy provides flexibility while ensuring reliable service.

Extended Cancellation Window

  • Standard Cancellation: Cancel up to 72 hours before the move with a 5% deduction on the booking amount.
  • Standard cancellation - Cancellations made 48-72 hours before the move date, a 30% cancellation fee would apply
  • Reduced Late Cancellation Fee: For cancellations 24–48 hours before the move, a fee of 50% of the booking amount applies, or customers can opt for a free reschedule.
  • Same-Day Cancellation (0–24 Hours Before Move): A 100% cancellation fee applies for cancellations made within 24 hours.

No-Show Policy

  • No-Show Fee: If the customer is unavailable, a no-show fee of 100% of the booking amount applies.

VAT Refunds

  • VAT applied to the booking amount will be refundable in case of cancellation.

Convenient Refunds

  • Refunds for eligible cancellations are processed within 5–7 business days, subject to bank processing times.

Rescheduling Options

  • Free Rescheduling is Allowed before the move with no fee.

Exceptional Circumstances

  • In events such as adverse weather or emergencies, a free reschedule will be offered. Customers must contact support to verify the situation.

5. Restricted Items:

By accepting these Terms, the Users agree, acknowledge and undertake that it is forbidden to load the following items as UAE and RTA regulations:
  • Hazardous materials (e.g., flammable liquids, explosives)
  • Weapons and illegal substances
  • Perishable goods (unless pre-arranged)
  • High-value items (above AED 50,000 without prior approval).
  • Animals (without special permits)
Logisty has sole discretion to add, alter or amend the above list.

6. Buy Now, Pay Later (BNPL) Disclaimer

BNPL services, as and where offered, are managed by independent financial service providers, and Logisty assumes no responsibility for the BNPL terms or issues; and these transactions, so opted by you will be outside the scope of Logisty and subject to its own terms and conditions.

7. Data Protection, Privacy, and Confidentiality

Logisty complies with the UAE’s Personal Data Protection Law (PDPL) to safeguard user data. Your personal information will only be shared with third parties as required for operational purposes. By accessing this Logisty platform, you unconditionally accept and provide your explicit consent with respect to the same.

8. License to Use Services

Subject to compliance with these Terms, Logisty grants users a limited license to access and use its services on personal devices for non-commercial purposes.

9. User Accounts

To access the Services, users must create an active account and provide accurate, up-to-date information. Failure to do so may result in suspension of services.

10. Payments

Charges for services booked through Logisty are final and non-refundable unless determined otherwise. Payment is facilitated on behalf of the third-party provider.

11. Disclaimers; Limitation of Liability

The Services are provided “as is.” Logisty makes no guarantees on availability or performance. Its liability, where applicable, will not exceed the value of the service charge paid for the Logisty platform.

12. Indemnity

Users agree to indemnify Logisty, RTA, and TruKKer against any claims or damages arising from their use of the platform.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of the UAE and the Emirate of Dubai. Disputes will be resolved in Dubai courts.

14. Amendments to Terms and Conditions

Logisty reserves the right to add, alter and amend these Terms at any time on its website/app. By accepting these Terms and with continued use of the Services, it implies acceptance of the revised Terms.

15. Location Tracking of Drivers

15.1 Location Data Collection:

We collect real-time location data from drivers using the Logisty platform. This data is used to:

  • Provide accurate and efficient routing for deliveries.
  • Ensure the safety and security of drivers and goods in transit.
  • Optimize customer experience by providing real-time tracking and estimated arrival times.

15.2 Data Privacy and Usage:

  • Location data will only be used for purposes directly related to the operation of our services.
  • We do not share location data with third parties, except as required by law or necessary to fulfill contractual obligations (e.g., sharing tracking details with customers for delivery purposes).

15.3 Driver Consent:

By using the Logisty platform, drivers consent to the collection and use of their location data as outlined in this policy.

15.4 Data Security:

All location data is securely stored and transmitted using encryption protocols to prevent unauthorized access.

Policy Amendments:

Logisty reserves the right to update this policy as needed to align with operational requirements and legal obligations. Any significant changes will be communicated to users in advance.

For any questions or concerns about this policy, please contact our support team at support@logisty.ae.

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