Liability & Compensation

1. Overview

At RihlaTransit, we take every care to ensure your parcels are delivered safely and on time. However, in the unlikely event of loss or damage, this Liability & Compensation Policy explains your rights and our responsibilities.

This policy applies to all services provided by RihlaTransit, including Same Day, Express, Next Day, Cargo, and other delivery services.

2. Liability Limits

Our liability for loss or damage is limited as follows:

Courier, Parcel, and Cargo Services

• Standard liability: £100 per item (or the declared value, if lower)
• Maximum liability: £100 per booking, unless additional insurance is purchased
• Declared value: You may declare a higher value at the time of booking (see Section 7)

Passenger Services

• Liability: The total value of the booking
• Personal belongings: Limited to £100 per passenger

3. Compensation Schedule

Here's a quick reference for compensation amounts:

Note: Compensation is limited to the value of the item, up to our maximum liability.

4. How to Claim

To make a claim for loss or damage, please follow these steps:

Step 1: Report Immediately

• Report the issue within 24 hours of delivery or expected delivery
• Contact us by phone at +44 (0) 000 000 0000
• Or email us at help@rihlatransit.com

Step 2: Provide Evidence

• Booking reference number
• Photos of the damage or missing item
• Photos of packaging
• Proof of value (receipt, invoice, etc.)

Step 3: Assessment

• We will review your claim within 5 business days
• We may request additional information
• We will notify you of the outcome

Step 4: Compensation

• If approved, compensation will be paid within 14 business days
• Payment is made to the original payment method

5. Evidence Required

To support your claim, please provide:

For Damage Claims

• Photos: Clear photos of the damaged item
• Photos: Photos of the packaging (all sides)
• Receipt: Proof of purchase or value
• Description: Details of how the damage occurred

For Loss Claims

• Booking reference: Your order number
• Description: Details of the missing item
• Receipt: Proof of purchase or value
• Communication: Any correspondence with us

Important: Claims without sufficient evidence may be delayed or declined.

6. Exclusions

We are not liable for loss or damage caused by:

• Inadequate or poor packaging
• Prohibited items
• Fragile items not declared or properly protected
• Perishable goods
• Electrical or mechanical failure (unless caused by us)
• Consequential losses (e.g., lost profits, missed deadlines)
• Force majeure events (natural disasters, strikes, etc.)
• Delays caused by third parties
• Items left unattended at delivery location

7. Additional Insurance

If your item is valued over £100, we recommend:

Declared Value

• Declare the value at the time of booking
• Additional premium may apply (1% of declared value)
• Maximum declared value: £2,500 per item

Third-Party Insurance

• You may arrange your own insurance
• We can recommend providers
• We are not affiliated with any insurance provider

Business Accounts

• Business accounts may have custom liability limits
• Contact your account manager for details

8. Business Accounts

Business account holders may have different liability terms:

• Custom limits: May be negotiated in your agreement
• Volume discounts: May include enhanced liability
• Dedicated support: Claims handled by your account manager

Please refer to your Business Account agreement or contact your account manager.

9. Disputes

If you're not satisfied with our compensation decision:

• Step 1: Contact our customer service team
• Step 2: If unresolved, escalate to our management team
• Step 3: Formal complaints can be sent to help@rihlatransit.com

We aim to resolve all disputes within 14 business days.

10. Contact Us

If you have questions about liability or compensation, contact us:

• help@rihlatransit.com
• +44 (0) 000 000 0000
• London, United Kingdom
• 24/7 Same Day Service