These terms and conditions apply to your use of the Uparcel mobile application and any websites, web portals, application programming interfaces (APIs), customer support channels, and other platforms that are owned or controlled by uParcel/MXHL Pte. Limited and that link to or expressly incorporate these terms (collectively, “uParcel”),
uParcel is powered and provided by MXHL Pte Limited (a Singapore limited liability company).
Please review these terms and conditions carefully. We may amend these Terms from time to time by posting the updated Terms in the app and/or on our website and updating the “Last updated” date. Material changes will be notified via in-app notice or email (where available). Changes take effect from the stated effective date, and your continued use of uParcel or the Services after that date constitutes acceptance of the updated Terms.
By using uParcel or the Services, creating an account, clicking “I Agree”, or otherwise accessing or using uParcel or the Services, you have read, understood, acknowledge and agree to be bound by these terms and conditions and our privacy policy are binding on you. For more information on how we will use your personal data, please see our privacy policy If you do not agree to these Terms or any updated Terms, you must stop using the Services. We may suspend or terminate your access to the Services if you do not accept the Terms. Any existing bookings will be handled in accordance with the cancellation and refund provisions set out in these Terms.
For the avoidance of doubt, any information or recommendations made available through uParcel (including estimates, suggested options, or guidance) are provided on an “as is” basis for general informational purposes only and do not constitute professional advice or a guarantee of outcome; you remain responsible for verifying information relevant to your use of the Services.
uParcel does not provide pick-up or delivery Services to, from, or within the no-go zones listed below (as updated from time to time). We may refuse, cancel, or modify any booking where the pick-up point, drop-off point, route, or required access falls within a no-go zone or where delivery is unsafe, unlawful, or impracticable. Where a booking is cancelled for these reasons, applicable fees/refunds (if any) will be determined in accordance with these Terms.
Where a delivery attempt fails because the delivery address is a Restricted Address or is otherwise inaccessible, Customer shall bear any additional costs incurred (including re-delivery, storage, return-to-sender, or disposal where permitted), and Service Provider shall not be liable for delay arising from such failed attempt.
(a) In these terms and conditions, the following definitions and rules of interpretation apply unless otherwise defined or the context requires otherwise:
Advertisement means any promotion messages and information that may appear on your mobile device during the operation of the App;
Participating Provider acts as an independent contractor and not as an employee, worker, agent, partner or representative of uParcel. No Participating Provider has authority to bind uParcel or to make any representation or warranty on uParcel’s behalf. Participating Providers control the manner and means of performing deliveries and may accept, reject, or cancel requests subject to the App’s platform rules. Where required by law, Participating Providers are responsible for their own taxes, statutory contributions, licences, permits, and insurance. ;
"Services" refers to all services we provide through your use of uParcel, including those listed in clause 3(a).
SGD means Singapore dollars, the lawful currency of Singapore; Singapore means the Republic of Singapore; App means the uParcel mobile application supplied by us and downloaded and installed by you on your mobile device through which you may obtain the Services; and Terms means these terms and conditions, which may be amended and supplemented by us from time to time in accordance with clause 10.
(b) Headings are for convenience only and do not affect interpretation. The singular includes the plural and the masculine shall include the feminine and neuter and vice versa.
(c) A reference to a person, corporation, trust, partnership, unincorporated body or other entity includes any of them.
(a) Subject to your compliance with these Terms, we grant you a limited non-exclusive, non-transferable licence to download and install one copy of the App on your mobile device and to run such copy of the App solely for your own personal use.
(b) Your use of uParcel grants you no rights in relation to our intellectual property rights (including, without limitation, copyright, trademarks, logos, graphics, photographs, animations, videos and text or rights in and to the App and applications) or the intellectual property of our retail or advertising partners, other than the non-transferable, personal right to use and receive the Services in accordance with these Terms.
(c) You must not (i) license, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Services or the App in any way; (ii) modify or make derivative works based upon the Services or App; (iii) create Internet links to the Services or frame or mirror any App on any other server or wireless or Internet-based device; (iv) reverse engineer or access the App in order to (1) design or build a competitive product or service, (2) design or build a product using similar ideas, features, functions or graphics of the Services or App, or (3) copy any ideas, features, functions or graphics of the Services or App, or (v) launch an automated program or script, including, but not limited to, web spiders, web crawlers, web robots, web ants, web indexers, bots, viruses or worms, or any program which may make multiple server requests per second, or unduly burdens or hinders the operation and/or performance of the Services or App. (vi) scrape, harvest, extract, copy, cache, store, reproduce, republish or redistribute any data or content made available through the Services/App (including pricing, delivery details, driver/provider information, ratings, or remarks), whether manually or automatically; or (vii) access the Services/App through any automated means or through any interface other than the user interface provided by us (unless we have expressly authorised you in writing).
For any breach (or suspected breach) of this section, we may immediately suspend or terminate your access to the Services/App without notice, block relevant IP addresses/devices/accounts, and take technical and legal measures to stop the breach. You agree that a breach of this section may cause irreparable harm and that we may seek injunctive or other equitable relief in addition to any other rights or remedies.
(a) We offer a technology platform to provide information and a means for you to obtain courier and logistics services from Participating Providers through the use of Uparcel. Uparcel allows you to send a request for courier and logistics services (together with details of you and your journey) to Participating Providers and each relevant Participating Provider has the sole discretion to provide acceptance for such request. If a Participating Provider accepts the request, uParcel will notify you and provide information about the Participating Provider such as the delivery price, driver name, remarks and driver rating (if any). Once you have accepted the service of the Participating Provider, uParcel will notify the Participating Provider of your delivery details such as details of you and your journey. You will also receive details of the Participating provider such as the contact details. We do not guarantee the information's accuracy, completeness, timeliness, or availability, and are not liable for any errors or omissions as allowed by law.
(b) You acknowledge and agree that we only act as an intermediary between you and the Participating Providers and we are not your agent or the agent of the Participating Providers. Participating Providers (and their drivers/personnel) are independent third-party contractors and are not employees, workers, agents, joint venture partners or representatives of uParcel. uParcel does not control, direct or manage the manner or means by which Participating Providers perform courier/logistics services, and is not responsible for their acts or omissions, except to the extent required by applicable law. Any contract for the provision of courier and logistics services is between you and the Participating Providers and not us unless specifically consented and agreed through writing such as a contract. We shall never be a party to any agreement (to be) entered between you and any Participating Providers. If you have any complaint in relation to the courier and logistics service provided then that dispute must be taken up with the Participating Provider directly. However uParcel may step into the dispute as a mediator and settle the dispute reasonably.
(c) You must keep secure and confidential and not disclose to any third party any username or password that we may provide to you in relation to access to uParcel and the Services.
(d) We shall assume that any person using your mobile device, your username and password is you or a person authorized by you. You must notify us immediately if you know or suspect that your mobile device, username or password has been compromised or used without your authorization. We may suspend access for security reasons upon such notice. We will not be responsible for any loss or damage arising from unauthorized use of your account except to the extent caused by our negligence, fraud or wilful misconduct or our breach of these Terms.
You agree to:
(a) and warrant to (i) provide accurate and complete information for each request (including pickup/drop-off location, contact details and item details); (ii) ensure items are properly packed and labelled and are lawful and not prohibited or dangerous; (iii) ensure authorised persons are present and available at pickup and delivery; (iv) comply with all applicable laws and the Participating Provider’s reasonable instructions; and (v) be responsible for any additional charges, delays or failed deliveries arising from inaccurate information, unavailability, prohibited items, or improper packaging.
(b) you will not use uParcel or the Services: for any unlawful purpose; in any way that interrupts, damages, impairs or renders Uparcel or the Services less efficient; to access or attempt to access the accounts of other users or to penetrate or attempt to penetrate any security measures; to advertise or promote third party or your own products or services;
(c) to comply with all applicable laws while using uParcel or the Services;
(d) you will not use the Uparcel or the Services to cause nuisance, annoyance or inconvenience;
(e) to refrain from any conduct in connection with uParcel or the Services that is unlawful, fraudulent, misleading, abusive, defamatory, threatening, or which a reasonable person would consider capable of materially damaging uParcel’s reputation, including posting false or misleading statements about uParcel or any Participating Provider, or engaging in harassing conduct towards uParcel staff or Participating Providers;
(f) to provide us with whatever proof of identity we may reasonably request;
(g) to treat Participating Providers introduced to you through uParcel with respect and not engage in any unlawful, threatening, harassing, abusive behaviour or activity whilst using their Services; and
(h) to compensate and defend us fully against any claims or legal proceedings brought against us by any other person because of your breach of these Terms. We reserve the right to suspend, restrict or terminate your access to uParcel and the Services at any time without advance notice or liability if we have reasonable grounds to believe you have breached any of these Terms or in our opinion, you misuse uParcel or the Services. This shall not limit our right to take any other action against you that we consider appropriate to defend our rights or those of any other person.
It is free to use the App. For details about the cost of the courier and logistics services provided by the Participating Providers, please refer to the latest pricing guidelines posted on www.uparcel.sg and/or the App, which may be amended and updated from time to time. Any changes will apply only to new bookings made after the updated pricing guidelines are published on the App and/or www.uparcel.sg, and where reasonably practicable we will provide prior notice of any material changes via the App or website.
You agree to make payment in full directly through uParcel for any services provided by such Participating Provider to you.
We may from time to time offer promotions on uParcel. We reserve the right to amend, suspend, withdraw or terminate, whether in whole or part, any and all such promotions without prior notice and at our absolute discretion.
uParcel may contain Advertisements and links to third-party websites. We shall not be responsible for the contents and accuracy of any Advertisement. Any links to third-party websites are provided solely for your convenience and not in any way as an endorsement by us of the contents on such third-party websites. If you access any linked third-party website or Advertisement, you do so entirely at your own risk. We shall not be responsible for any transactions between you and any advertisers or third-party website operators.
By accepting these Terms and using uParcel or the Services, you agree that you shall defend, indemnify and hold us, our affiliates, our licensors, and each of our and their respective officers, directors, other users, employees, attorneys and agents harmless from and against any and all claims, costs, damages, losses, liabilities and expenses (including attorneys' fees and costs) arising out of or in connection with:
(a) your violation or breach of any term of these Terms or any applicable law or regulation, whether or not referenced herein;
(b) your violation of any rights of any third party, including Participating Providers arranged via uParcel, or
(c) your use or misuse of uParcel or the Services.
(a) The App is provided on an “as is” and “as available” basis. We do not warrant that the App will be compatible with your device, uninterrupted, timely, secure or error-free, or that the App and our website (or any content therein) will be complete, accurate or up to date. We use reasonable efforts to maintain the security of the App and our website, but we do not warrant that they will be free from defects, malware or viruses.
(b) We do not warrant and accept no liability in connection with the availability of the Services, the availability of courier and logistics services from the Participating Providers using the Services, the accuracy of the information or data provided as part of the Services or the quality, suitability and timeliness of the services of the Participating Providers. For the avoidance of doubt, each Participating Provider is an independent third-party service provider and not our employee, agent, partner or subcontractor. Where the Services enable you to request courier/logistics services, the relevant courier/logistics services are provided by the Participating Provider and (to the extent applicable) any contract for such courier/logistics services is between you and the Participating Provider. We do not assume responsibility for the acts or omissions of Participating Providers, except to the extent required by applicable law.
(c) Any quoted pick-up or journey times are estimates only and are not guaranteed. To the fullest extent permitted by applicable law, we shall not be liable for any delay, or any failure to meet any estimated times, whether due to traffic, weather, operational constraints, availability of Participating Providers, or other circumstances outside our reasonable control.
(d) Vehicles of Participating Providers registered with uParcel may or may not be installed with GPS tracking devices and/or other location tracking software or technology. If they are installed, such vehicles are tracked using GPS or other location-tracking technology to facilitate and improve route planning only. You acknowledge and accept that the location tracking feature is not error-free and the information provided by it may not be accurate. Your use of the location tracking feature is solely at your own risk and we accept no responsibility or liability in connection with any such use of and/or reliance on such location tracking information by you.
(e) It is your responsibility to ensure that valuable, unusual or any other items are covered by appropriate insurance from your own inland transit insurance provider. In case of lost items inside the vehicles of Participating Providers during the journey, we may (as a courtesy) use reasonable endeavours to liaise with the relevant Participating Provider to assist with enquiries. To the fullest extent permitted by applicable law, we shall not be liable for any loss of or damage to such items, and nothing in this clause creates any obligation on us to handle, settle or pay any claim. Nothing in these Terms limits or excludes liability which cannot be limited or excluded under applicable law.
(f) The use of uParcel and the Services is at your sole risk. To the fullest extent permitted by applicable law, we shall not be liable for any damages resulting from or in connection with the use or inability to use uParcel or the Services (including any consequential, indirect, incidental damages or any loss of profit or damages to your mobile device). Without prejudice to the foregoing and to the fullest extent permitted by applicable law, our aggregate liability arising out of or in connection with uParcel and/or the Services (whether in contract, tort (including negligence), strict liability or otherwise) shall not exceed the higher of (i) SGD100; and (ii) the total fees (if any) paid by you to us for the relevant Service giving rise to the claim.
We may, at our sole discretion, from time to time amend or otherwise modify or replace any of these Terms, or change, suspend or discontinue uParcel or the Services (including but not limited to the availability of any feature or content) by sending you a notice through uParcel or by posting a notice on our website at www.uparcel.sg, which shall be effective and binding on you upon notice or posting. We may also impose limits on certain features and services or restrict your access to parts or all of the Services without notice or liability. If you do not agree to the updated Terms, you must stop using uParcel and the Services before the updated Terms take effect. Your continued use of uParcel or the Services after the effective date constitutes your acceptance of the updated Terms.
The collection, use, storage and transfer of your personal data are generally subject to our privacy policy and personal information collection statement, the latest version of which is at https://www.uparcel.sg. Our privacy policy, as may be amended and updated from time to time at our sole discretion, is incorporated by reference into these Terms.
(a) You may not assign or transfer any of your rights or obligations under these Terms to any person without our prior written approval. We may assign and transfer any of our rights and obligations under these Terms to any person.
(b) We may give notice by means of a general notice on uParcel, or by electronic mail to your email address on record in our account information, or by written communication sent by regular mail to your address on record in our account information.
(c) If any provision under these Terms is rendered void, illegal or unenforceable in any respect under any applicable law, the validity, legality and enforceability of the remaining provisions shall not in any way be affected by it and shall continue to apply.
(d) The original text of these Terms is in English. In the event of any inconsistency between the English text and any foreign language translation, the English text shall prevail.
These Terms shall be governed by and construed in accordance with the laws of Singapore. Both you and we agree to submit to the exclusive jurisdiction of the courts of Singapore as regards any dispute or matter arising under these Terms.
(a) uParcel may, acting reasonably and in good faith, decline to deliver (or cease delivering) any item where:
(b) In the event that uParcel discovers during delivery that a Delivery Item consists of any goods, items, products or materials referred to in Clauses 14(a)(vi)(a),
(c) Uparcel reserves the right to cancel the order and charge any applicable fees incurred (including rider attendance/trip fees), and (a) return the Delivery Item to the sender at the sender’s cost, and/or (b) hold the Delivery Item pending collection up to 7 days, subject to reasonable storage/handling charges and timelines to be notified to you.
(d) Where uParcel reasonably suspects that any Delivery Item is a Prohibited Item or is unsafe/illegal to carry, uParcel may (to the extent permitted by applicable law) request further information, decline to carry, stop transit, and/or arrange for return to sender at the sender’s cost. uParcel may also report and/or surrender the Delivery Item to the relevant authorities where required or reasonably necessary, and you shall be responsible for all associated costs and consequences.
(a) In consideration of uParcel™'s provision of Service, you shall pay to Uparcel such amount of fees as determined by Uparcel upon your application for use of the Uparcels' service. The schedule of Fees prevailing from time to time can be found at http://www.uparcel.sg/rates.
(b) uParcel reserves the right (but not the obligation) to claim and/or collect the Fees (or any part thereof) from the addressee of the Delivery Item upon delivery. Notwithstanding any such collection efforts, you remain primarily liable to uParcel for all Fees and any other sums due under these terms, and you shall pay any shortfall immediately upon demand.
(c) There will be no refund of the Fees once paid to uParcel, save in cases where any of the events in Clause 16(a)(v) result in a delay in delivery or damage to the Delivery Item which Uparcel deems significant.
(d) You acknowledge and agree that E-Wallet Credits: (i) have no cash value, are not legal tender, and are redeemable for cash; (ii) are non-transferable and may only be used to pay for Services within the uParcel app/account; and (iii) expire 12 months from the top-up date, after which any unused balance will be forfeited. uParcel may (but is not obliged to) extend validity or reinstate expired credits at its discretion. Refund can be requested by writing in to the customer service at express@uparcel.sg, and is subjected to a $2 withdrawal service fee, except for cases that the credits are refunded due to expiry or non-acceptance of delivery.
(a) Customers agrees that uParcel shall not be liable for loss or damage arising from or in connection with the delivery of any of the articles set out in Clause 14.a(vi) (where uParcel was not aware that the contents of a Delivery Item comprised or included such articles);
(b) your failure to specify any special precautions to be taken in respect of a Delivery Item, as required under Clauses 17, on the address label, consignment note, waybill and/or invoice;
(c) any loss or damage to the extent it is caused by the inherent nature or defects of the Delivery Item or its contents (including without limitation perishable, fragile, brittle, hazardous, corrosive or temperature-sensitive characteristics), ordinary wear and tear, or inadequate/insufficient packaging by Customer;
(d) delay or confiscation by any government authority due to the discovery of prohibited contents of the Delivery Item;
(e) uParcel™'s failure to perform any of its obligations hereunder as a consequence of circumstances outside its control, including without limitation any act of God such as weather conditions, flood or earthquake, work stoppages, strikes, industrial disputes, war, any act of government, accidents, traffic obstructions or congestion, mechanical breakdown, or other events of force majeure; or
(f) any acts or omissions of any party other than uParcel, including without limitation Customer, the named addressee, or any government official. Where uParcel engages any third-party carrier or subcontractor to perform the Services, uParcel remains responsible for the performance of the Services subject always to the limitations and exclusions of liability set out in these Terms;
(g) uParcel shall not be liable for indirect or consequential loss or damage, including without limitation loss of profit, income, interest, future business or anticipated savings, even if the risk of such loss or damage was brought to uParcel™s attention before or after acceptance of the Delivery Item.
(h) uParcel shall not be liable for delay or non-delivery of a Delivery Item arising from or in connection with the detention of the Delivery Item by any government authority.
(i) For the avoidance of doubt, uParcel shall not in any way be liable or responsible for a Delivery Item prior to the Delivery Item being accepted by uParcel for delivery.
(j) uParcel’s total aggregate liability (whether in contract, tort (including negligence), bailment, under statute or otherwise) arising out of or in connection with any Shipment shall be limited to the Actual Cash Value of the Delivery Item(s) forming the subject of the claim, and in any event shall not exceed SGD 100.00 (the lower of the two).
One shipment is defined as a delivery order with one unique order code and may include one or more stops. The customer shall not raise more than one claim for each shipment and settlement of such claim shall be a full and final settlement for all loss or damage in connection with the such shipment.
As a condition precedent to any claim (including any extended insurance claim), the Customer must notify uParcel in writing within 3 Working Days from delivery completion. Where loss or damage was not reasonably discoverable within that period, notification must be made within 3 Working Days from discovery, and in any event no later than 5 calendar days from delivery completion. The Customer must retain the Delivery Item, packaging and all relevant evidence for inspection upon request.
If the customer considers these limits as insufficient to protect itself or the shipment, then it must make its own insurance arrangements from their insurance provider or purchase extended insurance, failing which the customer shall assume all risks of loss or damage in respect of the shipment.
(a) You shall ensure that the Delivery Item is packed in a case, wrapper or container appropriate to the nature and weight of the Delivery Item such that no part of the Delivery Item may be removed without the case, wrapper or container being torn or broken, a seal is broken or two adhesive surfaces being forced part.
If, in uParcel’s reasonable opinion, the packing of the Delivery Item is unsuitable or unsafe for transportation or handling, the Customer shall, upon notice from uParcel, promptly re-pack the Delivery Item in a suitable case, wrapper or container. If the Customer fails to do so, uParcel may (at its option) refuse to carry or complete the delivery, in which case any applicable fees will remain payable.
(b) The Customer shall be responsible for and shall indemnify uParcel against any loss, damage, liability, cost or expense arising from or in connection with inadequate, unsafe or non-compliant packing by the Customer (including damage to other goods or property), to the extent permitted by applicable law. ; and
(c) If the Delivery Item is not packed and/or labelled in accordance with this clause (b), uParcel/MXHL may (i) refuse to accept or deliver the Delivery Item and/or (ii) the User acknowledges and agrees that uParcel/MXHL shall not be liable for any loss of or damage to the Delivery Item to the extent arising from such non-compliance, and the User shall indemnify uParcel/MXHL against any claims, losses, damages, costs and expenses arising from such non-compliance.
(d) You shall state on the address label in respect of each Delivery Item all information required in the address label, consignment note, waybill, including without limitation:(i) Your name, address (including the postal code) and telephone number; (ii) The addresses name, delivery address (including the postal code) and telephone number; and (iii) Special remarks and precautions to be taken in respect of the Delivery Item e.g. "FRAGILE","PERISHABLE", "DO NOT BEND" etc.
The User must accurately declare the contents and confirms that the Delivery Item does not contain any prohibited or restricted items and complies with all applicable laws and carrier requirements. uParcel/MXHL may refuse, return, or dispose of any Delivery Item that is prohibited/restricted or is reasonably suspected to be misdeclared, at the User’s cost, and the User shall indemnify uParcel/MXHL against any resulting claims, losses, penalties, fines, costs and expenses.
The User is solely responsible for ensuring that all information provided is complete, true and accurate. uParcel/MXHL shall not be liable for any delay, non-delivery, misdelivery, loss or damage to the extent caused by inaccurate or incomplete information, and any re-delivery, return-to-sender, storage, disposal, correction or administrative charges arising from such inaccuracy/incompleteness shall be borne by the User
The User represents and warrants that it has obtained all necessary consents and has authority to provide uParcel/MXHL with the personal data of the User and any recipient/addressee (including name, address and telephone number) for the purposes of providing the Services (including contacting parties, delivery coordination, proof of delivery, customer support, fraud prevention and compliance), and agrees that uParcel/MXHL may collect, use, disclose and process such personal data for such purposes in accordance with uParcel/MXHL’s privacy policy and applicable law.
(a) Any claims for visible damage to the Delivery Item must be notified to uParcel in writing within 3 days from the date on which uParcel accepts the Delivery Item for delivery.
(b) Any claims for loss (non-delivery) of the Delivery Item must be notified to uParcel in writing within 3 days from the Preferred Delivery Date. In each case, failure to notify within the above timeframes shall, to the fullest extent permitted by law, release uParcel from liability for that claim unless the Customer proves that it was not reasonably practicable to discover and notify the loss/damage within the applicable timeframe, in which event the Customer shall notify uParcel as soon as reasonably practicable.
(c) Any claims for loss of the Delivery Item must be made within 3 days from the Preferred Delivery Date in respect of that Delivery Item, failing which uParcel shall have no liability whatsoever.
(d) All claims must be made in writing and submitted to: express@uparcel.sg. The Customer shall provide the consignment note/waybill and reasonable supporting documents (including digital copies) evidencing the loss/damage and value of the Delivery Item. uParcel may request additional reasonable information necessary to investigate the claim, and the Customer shall provide such information within 7 days of request.
(e) Only one claim may be submitted per Delivery Item. Any payment or other resolution offered by uParcel and accepted by the Customer in writing (including acceptance of payment) shall be in full and final settlement of all claims by the Customer against uParcel arising out of or in connection with that Delivery Item, and the Customer shall have no further claims thereafter in respect of the same Delivery Item.
(f) Without prejudice to Clause 16 and provided that Uparcel is satisfied that your claim is justified, uParcel's liability for any loss of or damage to the Delivery Item shall be limited to the value of the Delivery Item's cost price or SGD$100 per delivery order, whichever is lower. This must be supported with a supplier’s invoice or proof of value.
(g) In the case of damage to the Delivery Item, any compensation payable (if any) shall be determined by uParcel based on uParcel’s reasonable assessment. uParcel will assess damage acting reasonably based on available evidence (including photographs, delivery records, and inspection reports). Where reasonably requested, the claimant must make the Delivery Item and packaging available for inspection within [48] hours; otherwise uParcel may decline the claim. In the case of loss of or damage to the Delivery Item, and if uParcel elects to replace the Delivery Item, replacement will be with an item of the same type (or nearest equivalent) and uParcel will use reasonable efforts to arrange replacement within a reasonable time. Any replacement arranged will fully satisfy uParcel’s liability for that Delivery Item, subject to the Compensation Limits.
(h) Save in cases of a delivery failure, uParcel's liability for any loss or damage arising from uParcel's failure to deliver a Delivery Item by the Preferred Delivery Date (which is an estimate only and not a guaranteed delivery time) shall be limited to the amount of the Fees charged in respect of that Delivery Item.
For the purposes of this clause, “delivery failure” means a confirmed non-delivery where uParcel determines that the Delivery Item cannot be located and will not be delivered (and excludes delays where delivery is ultimately completed or where delay arises from factors outside uParcel’s reasonable control, including incorrect address, recipient unavailability, restricted access, weather, or regulatory actions).
(i) For the purposes of this Clause 18: (i) “accepts the Delivery Item for delivery” means the time and date when uParcel (or its rider/agent) first scans/records receipt of the Delivery Item upon physical collection from the Customer (or the Customer’s designated pickup point). (ii) “Preferred Delivery Date” means the delivery date selected at the time of booking, as may be updated by uParcel in writing (including via in-app notification) due to operational reasons or circumstances beyond uParcel’s control.
(j) “Compensation Limits” means the maximum compensation payable by uParcel for each delivery order, being the lower of (a) the Delivery Item’s cost price and (b) SGD$100, and is inclusive of all claims, causes of action, and heads of loss arising out of or in connection with that delivery order.
(k) In all cases, uParcel will not be liable for any indirect, incidental, special or consequential loss, including loss of profit, revenue, goodwill, business opportunity, or third-party penalties, arising from any delay or failure to meet the Preferred Delivery Date.
(l) For clarity, “physical loss or damage” does not include: (i) packaging damage where the goods are not physically damaged; (ii) cosmetic imperfections, minor scratches, scuffs or dents that do not affect functionality; (iii) loss of data; or (iv) loss or damage only discovered after delivery without contemporaneous evidence (e.g., delivery photo, damage report at delivery).
(a) uParcel may withhold or suspend disbursement of all or any part of amounts otherwise payable to a Participating Provider only to the extent reasonably necessary and for so long as reasonably necessary, if: (i) uParcel reasonably suspects a breach of these terms; (ii) there is a bona fide customer complaint or investigation relating to the delivery job; (iii) a parcel is reported missing or damaged; or (iv) the matter is subject to police or regulatory investigation. uParcel will (where legally and operationally practicable) notify the Participating Provider of the reason for withholding and the supporting particulars, and will release any undisputed balance. uParcel will review the withholding periodically and disburse amounts found to be due within a reasonable time after the issue is resolved.
(b) Where uParcel becomes liable to pay compensation in respect of a missing or damaged parcel and such loss is reasonably attributable to the Participating Provider’s act or omission (including failure to comply with delivery instructions or reasonable care obligations), the Participating Provider authorises uParcel to set-off and deduct from amounts payable to the Participating Provider:
(a) Participating Providers who use the app to accept delivery jobs and perform deliveries, authorize uParcel to collect payment on their behalf.
(b) Payment collected on behalf will be settled to the Participating Providers every month. Settlement is made to the Participating Provider’s designated bank account and may be subject to bank processing times.
(c) Participating Providers who use the app agree to the 20% commission which is payable to uParcel. The commission will be deducted from the gross amount shown in the uParce delivery agent app. uParcel may adjust the Gross Amount and corresponding commission to reflect any such refunds, reversals or adjustments.
(d) uParcel may revise the commission rate and/or introduce additional fees from time to time by giving reasonable prior notice through the App or in writing. Continued use of the App after the effective date constitutes acceptance of the revised rates/fees.
(a) Participating Providers who use the App to request Instant Cash agree to pay a transaction fee of S$1 per Instant Cash request (or such other amount as uParcel may notify from time to time) for processing the instant payment. The fee will be deducted from the Participating Provider’s wallet/earnings at the time the Instant Cash request is processed.
(b) The minimum balance required to be maintained in the wallet is S$200, and uParcel may additionally withhold and/or reserve such amounts as uParcel reasonably determines are required to comply with applicable laws (including CPF-related requirements, if applicable) based on the Participating Provider’s declared status and the information available to uParcel.
(c) Subject to verification, reconciliation, and any holds or deductions permitted under these Terms (including for disputes, refunds, compliance checks, or suspected fraud), earning balances will be paid out automatically each month on or around the 7th to 9th day for the previous month’s balance earnings. Payout timing may be affected by weekends, public holidays, and bank/payment processor processing timelines, and uParcel will not be liable for delays outside its reasonable control.
(d) Instant Pay is not applicable for Partner Fleet and Participating Providers with existing claim cases or blocked/suspended status. However Participating Providers will still get their payment according to 21(c).
(e) Instant Pay is not allowed to be requested during these locked period dates: 13th – 16th and 28th – 1st every month.
(f) Each Participating Provider is only allowed to request for Instant Pay once a day.
(g) uParcel reserves the rights to change the terms and conditions of the policy without prior approval of any of the Participating Providers.
In addition to our standard $100 coverage, we may offer customers an option to purchase extended protection for physical loss of or physical damage to a shipment occurring during carriage, subject to (i) the selected coverage limit, (ii) declared value and supporting documentation, and (iii) the exclusions, limitations, and claims procedure set out in these Terms. Extended protection does not cover (without limitation) prohibited items, misdeclaration, inherent vice, ordinary wear and tear, inadequate packaging, delay or consequential losses, loss of market, loss of profit, indirect or special damages, or any other exclusions stated in these Terms.
(a) Eligibility: only for shipments booked on the uParcel platform and paid in full; coverage applies only to the sender named in the booking unless uParcel states otherwise.
(b) Coverage limit: up to the amount selected and paid for at checkout, capped at S$2,000 per shipment.
(c) Valuation: limited to the documented replacement value (purchase invoice/receipt) and excludes taxes, duties, and delivery charges
(d) Claims timeline: loss/damage must be reported within 48 hours of delivery (or expected delivery for non-delivery) with photos and supporting documents; late claims may be rejected.
(e) Remedies: uParcel may, at its option, repair, replace, or pay compensation up to the applicable limit.
(f) No double recovery: any recovery from third parties/insurers will be set-off against amounts payable under this protection.
Extended insurance does not cover the following:
The shipper represents and warrants that no Restricted Item is included in any shipment. uParcel may (without liability) refuse to accept, suspend carriage, return to sender, or (where required by law or reasonably necessary for safety/security) surrender to authorities or dispose of any shipment containing a Restricted Item. All costs, charges, penalties, and expenses arising from a shipment containing a Restricted Item (including storage, return, disposal and any regulatory action) shall be borne by the shipper, and the shipper shall indemnify and hold harmless uParcel from and against all claims, losses, damages, liabilities, fines and expenses arising out of or in connection with the shipment containing a Restricted Item.
Size specifications’ are as published in-app/on uParcel’s website and may be updated from time to time. uParcel may re-measure and/or re-weigh any shipment and may refuse, return or reprice any shipment that exceeds the size/weight limits. ‘Value’ means the higher of (i) the shipper’s declared value and (ii) the value reasonably determined from invoices/receipts/other evidence. Any misdeclaration may result in refusal of carriage and/or denial of claims.
A. Cover is limited to the value declared by the shipper, replacement cost, invoice value or actual cash value whichever is the lowest. Evidence is required to substantiate the declared value in the event of a claim.
For avoidance of doubt, (i) the shipper’s declared value does not increase uParcel’s liability beyond the limits and exclusions set out in these terms unless uParcel has expressly confirmed in writing that additional cover applies; and (ii) valuation shall be supported by documentary evidence (e.g., invoice/receipt, proof of ownership, repair/replacement quotation) and uParcel may reject unsupported valuations.”
B. Where Extended Insurance applies and a claim for loss or damage is accepted under the applicable cover, then: (i) in the event of a total loss of the shipment, uParcel will refund the basic shipping charge paid for that shipment; and (ii) in the event of a partial loss/damage, uParcel will refund the basic shipping charge in the same proportion as the accepted value of the loss bears to the accepted value of the shipment. No refund shall be payable where the loss/damage arises from a Restricted Item, inadequate packaging, incorrect/incomplete address details, customs/regulatory action, or events outside uParcel’s reasonable control.
C. When more than one parcel or shipment that is covered is subject to loss or damage arising from a single event, the maximum aggregate compensation for all such shipments is limited to SGD2,000. This aggregate limit applies to uParcel’s total liability/compensation for loss or damage arising from a single event.
D. Claims Conditions: The shipper/recipient must notify uParcel of any loss or damage within 2 days of the scheduled delivery date (or actual delivery for damage) and submit supporting documents within 2 days thereafter. The shipment, contents and packaging must be retained for inspection upon request. uParcel shall not be liable for indirect or consequential loss (including loss of profit) to the maximum extent permitted by law.
A. If you wish to make a claim, you should always notify uParcel Customer Service as soon as possible, but in any event, no later than 3 calendar days from the date that Uparcel has completes delivery/drop-off to the recipient (or, for collection-only services, from the date of collection). If the damage is latent and could not reasonably be discovered within this period, you must notify uParcel as soon as reasonably practicable after discovery and in any event within 5 calendar days after delivery."
B. To make a claim for a damaged or lost parcel, please provide:
C. A member of the claims team will then review the claim and, if any additional information is needed, they will request this from you by email. Please ensure you respond within 5 working days or we will treat the claim as withdrawn.
D. Once all required information is received, we will contact the courier directly to investigate the claim. Due to the timescales of the courier, the typical response time is 2-3 weeks however in some situations the time frame can be much longer. Investigation timelines are estimates only and not guaranteed. Commencing or processing a claim is not an admission of liability. uParcel’s ability to progress or settle a claim may depend on the courier’s investigation and cooperation.
E. We will use reasonable efforts to process the claim promptly. Processing times depend on the completeness and accuracy of the information and documents provided, any verification required (including fraud and compliance checks), and any third-party/insurer processing where applicable. Once the claim is resolved, we’ll advise you of the outcome by email. After the claim is approved, it takes 7-30 days for us to disburse the claims.