These Terms & Conditions ("Terms") form a binding agreement between you ("User", "you") and Tawseel (Private) Limited ("Tawseel", "we", "us"). They govern your access to and use of the Tawseel parcel-delivery apps, websites and related services (the "Service"). By creating an account or using the Service you agree to these Terms.
1. About the Service
Tawseel is a technology platform that connects senders ("Customers") with independent couriers ("Couriers"). Tawseel does not itself provide transportation and is not a carrier. Couriers operate as independent contractors.
2. Eligibility
You must be at least 18 years old and capable of forming a binding contract. Couriers must satisfy onboarding requirements including identity verification, vehicle checks and a valid licence where applicable.
3. Your Account
Provide accurate information, keep credentials safe, and notify support@tawseel.app of unauthorised access. We may suspend accounts that violate these Terms or applicable law.
4. Bookings and Fares
Estimated fares are shown before confirmation and may include peak pricing. Final fares may change if route, parcel or stops change. You authorise charges for fares, fees, tolls, tips and taxes.
5. Prohibited Items
Do not send cash, jewellery, weapons, explosives, narcotics, live animals, human remains, counterfeit or stolen goods, or items banned by law. Violations may result in refusal, interception or surrender to authorities.
6. Couriers — Service Standards
Couriers must collect and deliver promptly, treat parcels with care, honour in-app locations, obey traffic laws, keep location tracking accurate on active trips, and report incidents immediately.
7. Liability for Parcels
Limited cover of up to OMR 50 (or local equivalent) per parcel may apply for loss or damage caused by courier negligence if contents were accurately declared and the incident is reported in-app within 24 hours. Higher-value items must be declared.
8. Cancellations and No-Shows
Cancel free before a rider is assigned. After assignment a cancellation fee may apply. No-shows may attract the minimum fare.
9. Tips and Ratings
Tips go to the rider (net of processor fees). Ratings must be honest and follow community guidelines.
10. Payments
Payments are processed by licensed partners. We do not store full card numbers — only tokenised references. Refunds typically take 7–14 working days.
11. Wallet and Promotions
Wallet balances store promo credit and refunds and generally cannot be withdrawn to cash. Abuse of referrals or fraud may void balances.
12. Acceptable Use
Do not misuse the Service, harass others, reverse-engineer the apps, scrape data, or circumvent safety or payment systems.
13. Disclaimers
The Service is provided “as is”. To the fullest extent permitted by law, Tawseel disclaims warranties of uninterrupted availability and is not liable for indirect or consequential losses.