Terms & Conditions
About Us
Shpper’s websites (https://www.shpper.net/en , https://www.shpper.com), mobile application and any related services provided by Shpper currently existing or developed in the future (collectively, our “Portal”) are managed and owned by Shpper, which is the trade name of Shpper Software Design FZCO, having its registered office in Dubai Silicon Oasis, Dubai, United Arab Emirates, having license number 39378 (“Shpper”, “we”, “us”).
Contact Us
Our mailing address is IFZA-DSO, Dubai, UAE. You can contact us at [email protected] for any queries regarding, or arising from, these Terms of Service.
Acceptance of Terms of Service:
Any person who accesses and/or uses the Portal in any manner (“user”, “you” or “your”) or uses any current or future service or functionality or offer made available on the Portal or orders any products made available for purchase on the Portal (“Service(s)”) will be subject to and governed by these Terms of Service for use of the Portal, as may be updated from time to time. Please read these Terms of Service carefully before using or accessing the Portal or availing any Service.
By accessing, browsing, or otherwise using the Portal or availing any Service, you signify your understanding and agreement to be legally bound by these Terms of Service, the Privacy Policy and any other policies or guidelines that may be applicable to the Portal at the time of your access and usage of the Portal and which may be updated from time to time. If you do not agree to be bound by these Terms of Service, you may not access or use the Portal or any Services or should cease to do so immediately.
Please note that we may, from time to time, modify these Terms of Service without notice to you. Every time you wish to use our Portal, please check these Terms of Service through the link (https://www.shpper.net/en/terms-conditions) to ensure that you understand the terms and conditions that apply at that time. Further, please note that we reserve the right to either change the format and the content of the Portal or suspend the operation of the Portal for support or maintenance work, in order to update the content or for any other reason, at any time. If you do not agree to any change to the Terms of Service, you must immediately stop using the Portal. Any changes made to the Terms of Service after you have placed an order will not affect that order unless we are required to make the change by Law.
Eligibility
By agreeing to these Terms of Service and using our Portal and/or Services in any way, you represent and warrant that:
- You are at least 21 years old or have attained the age of majority in your relevant jurisdiction and have the requisite capacity to validly enter into this Agreement.
- You are fully competent to enter into these Terms of Service.
- Your use of Shpper’s Portal or Services is not or has never been disabled or prevented at any time.
- You will comply with the Laws (defined hereinbelow), including all applicable laws and regulations of the United Arab Emirates or any other jurisdiction in which Shpper may legally operate, and any other country’s laws to which you are subject, by virtue of entering into this Agreement.
- You will use the Portal and Services solely for lawful purposes, and will not indulge in any illegal or fraudulent practices, and comply with our Prohibited Items List.
- You are not a competitor to Shpper, and do not offer any services competing with the Services provided by Shpper.
- You have full power and authority to enter into this Agreement and that doing so will not violate any Laws or breach any contracts to which you are a party, including any employment contracts or agreements with the government.
- You do not have any outstanding legal issues, arrest warrants or claims with government authorities, private entities, or security agencies that would prevent you from legally entering into this Agreement, or from using our Services, or otherwise be prevented from carrying out any of the activities contemplated in this Agreement.
Restrictions on Use
Subject to your continued compliance with these Terms of Service, Shpper grants you a personal, limited, non-transferable, non-exclusive, revocable right to use the Portal and the Services. You agree to the following restrictions while using the Portal and/or the Services:
- Not to make the Services available to, assign, resell, distribute, or sublicense the Services to any third party.
- Not to assign your obligations under these Terms of Service to any third party.
- Not to modify, alter, summarize, create derivative works, decompile, reverse engineer, or attempt to access the source code or internal design of the Shpper Portal, including any text, multimedia content (images, audio, video), data, or other information provided by Shpper or third-party service providers.
- Not to delete, alter, or modify any copyright or other official notices contained within the Portal.
- Refrain from disrupting the proper operation of the Service or Portal or attempting to cause any harm to the Service or Portal.
- Not to knowingly copy, transfer, distribute, or permit the Portal to be downloaded or used in a manner prohibited by these Terms of Service or without Shpper’s express permission.
- Not use the Portal or Services to engage in any actions that harm, harass, or infringe upon the rights or privacy of other users, including but not limited to sharing private details without consent, or any behavior intended to intimidate, exploit, or cause damage to another user.
- Not to share your username, password, or any identifiers for accessing the Portal with others.
Account Registration
You can browse the Portal as a guest; however, you will need to create an account (an “Account”) in order to access certain features of the Portal. At the time of registering for an Account, you will have to provide certain information about yourself as prompted during the Account registration process on the Portal. You agree to provide us with any requested documentation to verify your identity.
You may also create an Account using the login credentials of an account maintained by you with a Shpper-integrated third-party (illustratively, Google, iOS or Meta), in which case you will also be subject to the relevant third-party terms and conditions applicable to such an account.
All the Account registration information you submit must be truthful and accurate. If, for any reason, any information you submit is or becomes untruthful, inaccurate and/or incomplete, you should update such information to maintain its accuracy. You may also be required to provide payment details, which you must warrant to be valid and correct. Additionally, you must confirm that you are the person referred to in the billing information or have the necessary authorization.
You are solely responsible for maintaining the confidentiality of your Account login information (including your username, password or access credentials). Accordingly, you are responsible for all activities that occur through your Account, and remain solely liable for all the actions undertaken through your Account. You should notify us immediately if you suspect or become aware of any unauthorized use of your Account or any other breach of its security.
If you wish to delete your Account, you have the option to do so from within the Portal. Should you have any issues with your Account or require any assistance in relation to your Account, please do not hesitate to contact our Support team at [email protected]. Please note that we can only communicate with the named Account holder in relation to any questions, changes, or cancellation of an Account.
Our Services:
I. SHOP & SHIP FOR ME
At Shpper, we are redefining the way people shop internationally. We offer a pioneering peer-to-peer platform called ‘Shop & Ship for Me’ (“Platform”) that connects individuals seeking to purchase items from various locations worldwide (“Customers”) with international travelers or local personal shoppers who can buy and arrange the delivery of these items (“ Travelers “).
Travelers on the Platform act as personal shoppers, and offer their services to purchase and deliver items as requested by Customers. Customers can select a Traveler who best fits their purchase requests, delivery timeline, and budget, making international shopping more accessible and personalized.
Obligations and Undertakings
If you are a Traveler , you must:
- Provide accurate location, travel dates, and schedules to Shpper;
- Ensure your contact information and bank account details are accurate and up-to-date;
- Provide accurate personal details for KYC purposes when requested, allow Shpper to obtain relevant details about you from third parties for verification purposes;
- Use your own legitimate funds to purchase the requested items, undertaking that these items will be purchased as your personal property;
- Take all necessary and reasonable measures to suitably pack and carry the requested item;
- Agree that the risk of the purchased item only passes once the item has been handed over to us;
- Inspect the item, even if you purchased it, to ensure it does not contain anything illegal, is not listed in the Prohibited Items List, is not restricted by customs regulations of the departure or arrival countries, and is not prohibited by airline regulations;
- Agree and grant Shpper the right to inspect the parcel or items;
- Make necessary declarations for any items exceeding customs limits at departure and arrival points and adhere to the relevant Laws;
- Provide an invoice for the total amount paid, including any taxes, and attach original payment receipts along with the Order;
- Hand over the items within 16 hours of reaching the destination country, agreeing that failure to do so may result in performance measures impacting your Account, and you may also be subject to monetary penalties, which we reserve the right to impose;
- Conduct all transactions lawfully and in good faith;
- Accept that any disputes must be resolved directly between you and the Customer or any third party;
- Accept that by virtue of this Agreement, you have authorized us to act on certain matters relating to disputes between you and the Customer, and if any such acts are made by us in good faith, for instance whether to release or retain the item, the same shall be binding and will not give rise to any claims from you against Shpper;
- Agree and authorize Shpper to contact you via various communication channels (including but not limited to SMS, calls, emails, WhatsApp, app notifications, etc.) using the contact information provided by you, with regard to the transactions made on Shpper;
- Remain reasonably accessible to Shpper and the Customer through the communication channels provided.
If you are a Customer, you must:
- Be legally permitted to purchase the item;
- Not place any Order requests for items in the Prohibited Items List;
- Use your own funds for paying for the Order but agree that ownership of the requested items being purchased for you will only pass to you upon handover;
- Affirm that the purchase is for personal use, not commercial purposes;
- Ensure the accuracy of your contact information, address details, and payment information;
- Promptly fulfill any agreed-upon payment terms;
- Pay the full amount owed for the item, including purchase price, Traveler’s commission, service charges for using the Platform, delivery fees, applicable taxes or customs charges, and any unforeseen but lawful charges associated with the item (“Full Price”);
- Allow Shpper to pre-authorize your payment card for any additional applicable charges that are required to be paid by you for the Order, for example, customs duties exceeding what was originally anticipated;
- Accept that by virtue of this Agreement, you have authorized us to act on certain matters relating to disputes between you and the Traveler, and if any such acts are made by us in good faith, for instance regarding cancellations and refunds, the same shall be binding upon you and will not give rise to any claims from you against Shpper;
- Conduct all transactions lawfully and in good faith.
The responsibility for the quality of the services requested using the Platform lies with the service provider, i.e., the Traveler or personal shopper who ultimately provides the service to the Customer. Under no circumstances does Shpper accept any liability relating to or arising out of the services provided by the Traveler, nor does it accept liability for any acts, actions, conduct, negligence, or all of the foregoing, on the part of the Traveler. Any complaints about the services provided by the Traveler should be made to the Traveler. However, in certain cases, at Shpper’s sole and absolute discretion, Shpper may initiate investigations involving both parties, as necessary, and you authorize us to conduct such investigations. You also agree that the outcomes of these investigations will be binding upon you and will not result in any claims against Shpper.
Ordering on the Shpper Platform:
To place an Order, the Customer must submit a request for an item on the Platform, providing all relevant and accurate details about the item, such as location, photos, website link, brand, color, size, price, etc. Shpper reserves the right to decline any request for items that may no longer be available, are included on the Prohibited Items List, or have been rejected by the Travelers.
Shpper will connect Customers with Travelers, who will have the opportunity to submit offers to the Customer. The Traveler, while submitting their offer, shall specify the purchase price of the item and the Traveler’s personal shopping fee /commission. The Customer shall be able to see a full breakdown of the Final Price (defined hereinabove) and can review the offers, chat with the relevant Travelers on the Platform, and accordingly choose a suitable offer . Upon selection and acceptance of an offer by the Customer, a binding agreement is formed between the Customer and the Traveler and the Order is created (“Order”). The Customer is obliged to make advance payment, through their Digital Wallet, of the Full Price for the Order (which will be displayed on the Platform) immediately after the offer is accepted and the Order is confirmed. If payment is made after the Traveler’s trip has already begun, the Traveler may be unable to purchase the item as requested. Shpper cannot guarantee the same offer will be available, whether from the same Traveler or a different Traveler, if payment is delayed. The Customer is solely responsible for any consequences arising from non-payment or delayed payment for the Order(s).
In order to safeguard the Customer’s transaction, the Customer shall remit payment directly to Shpper, who the Customer hereby authorizes to hold such funds on the Customer’s behalf. The Traveler, operating independently, will use their own funds to purchase the items and such items shall be regarded as the Traveler’s personal property. Upon the handover of the items by the Traveler to Shpper, the Traveler is engaging in a resale of their personal property to the Customer, facilitated through a peer-to-peer transaction mechanism provided by Shpper. Shpper, acting solely as an intermediary and facilitatory platform without participating in any sale or resale action, will release such funds (minus Shpper’s fees and any applicable charges, as is hereby agreed by the Traveler) to the Traveler on the Customer’s behalf, thereby effectuating the transfer of ownership of the items from the Traveler to the Customer.
The Traveler agrees that Shpper shall charge a fee based on the Traveler’s commission for providing such services on the Platform. Such fee will be displayed to the Traveler on the Platform and may be revised at Shpper’s sole discretion, from time to time.
Shpper will provide the last-mile delivery of the item to the Customer, unless specifically agreed otherwise by all parties with Shpper’s permission. These delivery charges must be paid in advance, and will be displayed on the Platform at the time of placing the Order. We endeavour to dispatch the item to the Customer within forty-eight (48) hours of receiving the item from the Traveler. Once dispatched, the expected delivery timeframe shall be within forty-eight (48) hours for addresses within the UAE, and up to ten (10) business days for addresses outside the UAE. Shpper shall not be liable if the Customer is unreachable despite attempts made using the contact information they have provided. Shpper is not responsible for any delays or losses resulting from circumstances beyond its control, including those caused by third parties, such as delivery providers or other external factors.
Shpper reserves the right, but is not obligated, to conduct a preliminary inspection of shipment upon receipt from the Traveler to confirm that it does not contain any items from the Prohibited Items List and to match the Order details; however, Shpper will not be liable for any failure to identify items that are prohibited or illegal in the transaction country. Moreover, Shpper does not verify the quality, authenticity, or suitability of the items . If Shpper, at its sole discretion, decides that the item violates the Prohibited Items List, or any other provision of this Agreement or the Laws, Shpper reserves the right to return the item back to the Traveler at the Traveler’s cost, with no payment obligations accruing towards the Traveler. Certain items may be delivered directly to the Customer without passing through us or undergoing inspection, including in jurisdictions where we do not have operational presence, and Shpper disclaims any liability for issues arising from such deliveries.
The Customer has a 24-hour window after receiving the item to inspect it and raise a valid claim against the item, if any, along with requisite evidence. The Customer and the Traveler agree to authorize Shpper to provide a resolution in good faith and agree that the same shall be binding upon them, which may include providing a refund to the Customer in their Digital Wallet, and return of the item to the Traveler. Upon expiry of this 24-hour window without any valid claims being raised by the Customer, the payment shall be released to the Traveler (minus any applicable fees and charges) and the transaction will be deemed consummated, with Shpper’s role effectively coming to an end . Any new or further claims or investigations following the expiration of this time period shall be considered only at Shpper’s sole discretion.
The Traveler is obligated to attach and submit the original payment receipt as proof of purchase along with any additional invoices that were required to be paid by the Traveler in relation to the purchased item, before or at the same time as handing over the item to Shpper. Once the item has been handed over to Shpper, the Traveler cannot raise any new or further claims regarding any additional amounts to be paid by the Customer. Notwithstanding the aforesaid, if Shpper makes a payment to the Traveler for a claim it deems legitimate, both parties agree to authorize this action, and the Customer will not dispute Shpper’s bonafide decision in this regard.
The Customer is obligated to pay the Full Price for the item, including any unforeseen but legitimate charges associated with it. Non-payment of the Full Price will be treated as a debt owed by the Customer and may be grounds for legal proceedings. The Customer will be liable for non-payment of any outstanding dues. Shpper reserves the right to take action, including suspending or terminating the Customer’s Account in cases of non-payment of the Full Price or any part of it. Any such suspension will remain in effect until all outstanding dues are fully settled.
Tipping and Taxation: Buyers may choose to tip Travelers as a gesture of appreciation for their services. Tips are entirely voluntary and should not be solicited in a coercive manner by Travelers. Shpper does not withhold taxes on these amounts and assumes no responsibility for any tax obligations arising from payment of tips. By accepting tips, Travelers acknowledge their responsibility to comply with all applicable Laws, including reporting and paying any applicable taxes.
Cancellation
A cancellation request for an Order may only be placed before or within 2 hours of the Traveler’s trip commencing (as indicated by the deadline displayed on the Portal) , subject to the Traveler not having already made any arrangements for procurement of the item, for example, in a situation where a customized item has already been ordered in advance based on the Customer’s confirmation. The Customer agrees that a cancellation after this stage may result in forfeiture of the payment amount.
If after placing the Order, an item becomes unavailable or the procurement of the item is substantially delayed due to circumstances beyond the Traveler’s control, the Traveler must promptly notify the Customer to discuss and resolve the situation amicably. If no resolution is reached, either party may request Shpper’s assistance, with the Traveler providing relevant proof of the item’s unavailability or the reason for the substantial delay. You can contact us at [email protected] to discuss the possibility of cancelling your Order. We will conduct an assessment of the circumstances causing the delay, the expected time to resolve any issues, and the availability of alternative solutions. Based on this evaluation, a refund may be issued if deemed appropriate . Refunds will be deposited into the Digital Wallet by default, whereafter Customers can request a refund to the
original payment source, which may take up to seven (7) days, depending on various factors, including bank and payment gateway processing times. The parties authorize Shpper to take any resolution in this regard and agree to accept Shpper’s bonafide decision as final and binding upon them.
If there is a delay, and the Traveler remains unreachable for over 24 hours despite Shpper’s attempts to make contact, it may be deemed as a cancellation of the Order, and no payment obligations will be due to the Traveler.
Customers are obliged to provide accurate or reasonably estimated prices when requesting an item. If the exact price is unknown, an approximate price can be entered. The Traveler may request additional payment later if the actual cost exceeds the price provided by the Customer. If the actual purchase price is significantly higher than anticipated, the Traveler may contact the Customer prior to making the purchase, and the Customer may request the Traveler to cancel the Order. However, if the price difference is within 15% of the original estimate, the Customer agrees that the Traveler may proceed without prior confirmation. In cases where costs such as customs charges arise, the Customer agrees to pre-authorize their payment card for such charges.
Please note that Shpper may apply cancellation charges in certain circumstances.
II. MARKETPLACE
Shpper also offers a marketplace for within the local UAE market or any region where Shpper legally operates (“Marketplace”) which enables individuals who wish to sell items (“Sellers”) to advertise such items (“Listings ”) on the marketplace, and connects them with potential buyers (“Buyers”) who can browse these Listings and directly contact the Sellers to make offers.
Obligations and Undertakings
If you are a Seller, you must:
- Use the Marketplace only if you are lawfully residing in a jurisdiction where we legally operate. If you do not reside in such a jurisdiction, we bear no responsibility or liability for any transactions you conduct, and you are required to cease and suspend all activity on the Marketplace immediately;
- Be the legal owner of the item or be legally permitted and authorized to sell the item advertised on your Listing on the Marketplace;
- Ensure that the item in your Listing does not form part of our Prohibited Items List;
- Provide a complete and accurate description of the item in your Listing, and publish the same in the appropriate category;
- Not misrepresent any item details in any Listing;
- Only include one (1) item on any Listing, and not sell multiple items through a single Listing;
- Not post Listings for counterfeit items or items that infringe the rights of third parties, including copyrights, trademarks, or other intellectual property;
- Not post any offensive, restricted, or illegal content within your Listing;
- Not use the Marketplace as an intermediary to post Listings on behalf of others;
- Pay the Listing fee to Shpper for each Listing published on the Marketplace;
- Not attempt to circumvent the Listing fee or any other dues applicable or owed to Shpper;
- Provide accurate personal details for KYC purposes when requested, allow Shpper to obtain relevant details about you from third parties for verification purposes;
- Comply with all applicable Laws and regulations in connection with your Listing; and
- Conduct all transactions lawfully and in good faith.
If you are a Buyer, you must:
- Be legally permitted to purchase the item through the Marketplace;
- Carefully review Listings and ensure the item meets your requirements before placing an order to purchase the same;
- Ensure the accuracy of your contact information, address details, and payment information;
- Promptly fulfill any agreed-upon payment terms;
- Conduct all transactions lawfully and in good faith.
You acknowledge and agree that Shpper is not obligated to monitor, approve, or moderate Listings or their content on the Marketplace. We do not take responsibility for the Listings posted by Sellers; however, we reserve the right to monitor and remove any Listing that, in our sole discretion, violates these Terms of Service (including the Prohibited Items List), or Shpper’s policies, without notice. When purchasing an item via the Marketplace, you are buying directly from the Seller who posted the Listing, and Shpper is not involved, except where delivery is selected, in which case Shpper’s role is limited solely to delivering the item to the Buyer.
Ordering on Marketplace:
To place an order, you must add items to your shopping cart, proceed to check-out, enter your billing/shipping address, choose your preferred payment method and effect payment to complete your order . All orders are subject to acceptance and availability , and items in your shopping cart are not reserved and may be purchased by other users. We disclaim any liability for non-availability of items. If sellers cancel orders at their discretion, we are not liable for ensuring the originally listed price.
Alternatively, Buyers can opt for delivery provided by Shpper, if required, for which additional charges will apply. Such additional delivery charges will be displayed to the Buyer at the time of placing the order and need to be paid in advance . Shpper reserves the right, but is not obligated, to conduct an inspection of the shipment from the Seller. We endeavour to dispatch the item to the Customer within seventy-two (72) hours of collecting the item from the Seller . Once dispatched, the expected delivery timeframe shall be within forty-eight (48) hours for addresses within the UAE, and up to ten (10) business days for addresses outside the UAE. Shpper shall not be liable if the Customer is unreachable despite attempts made using the contact information they have provided. In all cases, Buyers must confirm the delivery of the item once received.
The Seller shall determine its own sale policy with regard to returns, refunds, etc., provided that these policies do not contravene Shpper’s policies or any Laws or the jurisdiction where any part of the transaction occurs (including but not limited to consumer protection laws). Any complaints regarding the items shall be strictly between the Buyer and the Seller as Shpper’s role would only be limited to delivery of the item, if requested.
Shpper shall charge a fee to the Seller for publishing a Listing on the Marketplace. Any such fee paid by the Seller is non-refundable in all circumstances, including if the Listing is removed by Shpper for breaching or violating these Terms of Service. Payment of a Listing fee does not guarantee that your Listing will successfully lead to an order being placed or result in any minimum number of leads for your Listing.
By uploading content to the Marketplace, including as part of a Listing, you agree that such content is non-confidential and non-proprietary. While you retain ownership of your content, you grant us and other users a perpetual, worldwide, non-exclusive, royalty-free license to use, store, copy, distribute, and make it available to third parties. This license also includes rights to reproduce, create derivative works and display your content in connection with the Portal’s services and promotions. You are solely responsible for securing your content. We may disclose your identity to third parties claiming intellectual property or privacy violations. Additionally, we reserve the right to remove your content at our discretion if it violates these Terms of Service or any relevant Laws and regulations.
In cases where Shpper is acting as the Seller, to request a return or refund, please contact us at [email protected] with your order details. We will review and assess your request and may approve the return and refund at our sole discretion. Please note that we do not accept any ‘change of mind’ return requests. Further, we do not accept any return requests for any bespoke, engraved, embossed, or personalized items. Please note that once your return has been vetted and approved, it may take up to fourteen (14) working days for the refund to be processed and reflected in your Digital Wallet, through which you can make a withdrawal to your original payment method, in which case it may take up to seven (7) business days for the funds to be reflected, as the completion time is subject to external factors, including bank processing times. Refunds for returns will not be inclusive of delivery charges .
Delivery and Insurance
If Shpper is delivering your order, please note that Shpper, at its sole discretion and without obligation, may provide insurance coverage for items during transit from the time they are received by Shpper from the Traveler or Seller until they are delivered to the Customer or Buyer. Once your purchases have been delivered to the specified address and signed for, they would no longer be covered by insurance.
If you are unavailable or unreachable when your package arrives, we will make two more attempts to deliver your purchase. In the event you refuse to accept delivery, you would be responsible for covering the costs associated with any further delivery attempts, or the return of the shipment , and we hold no liability for any damages, losses, or inconvenience incurred as a result of the rejection of delivery. Shpper shall not be liable if you are unreachable despite using the contact information provided by you.
General Terms
- Disclaimer of Warranties and Limitation of Liability
- General Information and Accuracy The information provided to you on or through the Portal is intended solely for general informational purpose and does not constitute professional advice. While Shpper strives to maintain the accuracy and relevance of the Portal and its contents, it does not guarantee that the Portal is free from errors, defects, malware, or viruses, nor does it assure the accuracy or completeness of the information provided. Shpper is also not responsible for any inaccuracies or incompleteness in the information provided on the Portal, except in cases of damages resulting directly from willful misconduct or gross negligence on the part of Shpper.
- Use of Portal Shpper is not liable for any damages arising from the use or inability to use the Portal, including damages caused by malware or viruses. Shpper is not liable for any direct, indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, business interruption, or loss of data, arising out of or in connection with your use of the Portal, even if advised of the possibility of such damages.
- Unauthorized Activities, Misrepresentation and Unofficial Offers: Shpper is not responsible for any fraud, misrepresentation, or unauthorized activities conducted by third parties using the Portal, including any unofficial offers, advertisements, or contests falsely claiming association with Shpper.
- Third Party Dealings: While using the Portal, you may come across or be able to access links to third-party websites or services. These operate under their own terms and conditions, and privacy policies. Shpper is not liable for their content, practices, or the handling of your data, and is also not liable for any outcomes from your interactions with them. We advise reviewing their terms and privacy policies before engaging with them, as they may collect data, use cookies, or request personal information.
- User-Generated Content: Users are solely responsible for ensuring that any images, videos, or other data they upload to the Portal comply with all applicable Laws, regulations, and community standards. Shpper does not actively monitor or review user-generated content for legal compliance and disclaims all liability for any content that may violate any Laws.
- Express and Implied Warranties: All services, goods, and transactions facilitated through the Portal are provided by independent third parties, and Shpper does not warrant or assume responsibility for the quality, legality, safety, or reliability of these services or goods. To the fullest extent permitted by Law, Shpper disclaims all warranties, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. We disclaim all liability for any harm, injury, or death resulting from the use or consumption of any items purchased through our Platform. This includes, but is not limited to, any issues arising from product recalls or any adverse effects related to medical conditions, such as allergies or sensitivities to consumable items.
- Communication within the Portal: All transactions and interactions between users are carried out at the parties’ own risk, and Shpper shall not be held liable for any disputes or harmful actions (whether occurring online or offline) that may arise from these interactions. We reserve the right to monitor in-app chats periodically to ensure compliance with our Terms of Service, prevent fraud, enhance user safety, and maintain the integrity of our Portal. By using the in-app chat feature, you acknowledge and agree that your communications may be subject to such monitoring. We are committed to maintaining transparency and safeguarding your privacy, and will handle any such data obtained by us in accordance with our Privacy Policy and applicable Laws. Shpper offers an automatic translation feature for in-app chats between Arabic and English, and other languages, to facilitate communication between users. While Shpper strives to offer accurate and reliable translations, Shpper does not guarantee the precision or reliability of the translations provided. Users acknowledge and agree that any miscommunications, misunderstandings, or disputes arising from the usage or non-usage of this translation feature are not the responsibility of Shpper, as this feature is for reference purposes only.
- Communication outside the Portal: Shpper does not monitor and has no control over communications and interactions between users conducted outside of the Portal and holds no liability for such interactions. If users choose to engage in communication outside of our Portal, Shpper reserves the right to terminate their Account and seek reimbursement for any business losses incurred as a result of these actions.
- Maximum Liability: In no event will Shpper’s liability to you in connection with your use of the Portal or these Terms of Service, regardless of the cause of action or loss suffered by you, exceed the lower of: (i) the amount paid by you to Shpper for the services directly and solely provided by Shpper (i.e. Shpper’s service charges or platform fees on each order), which may be the subject of the relevant dispute or claim (if any); or (ii) one thousand UAE Dirhams (AED 1,000 ).
- Reviews and Ratings: Users who undertake or complete transactions on the Portal can review and rate each other to promote transparency and trust within the community. Users are expected to provide honest and fair feedback based on their genuine experiences. Any form of manipulation or abuse of the review system, such as posting false or misleading reviews, coercing others for favorable ratings, engaging in malicious actions, or intending to harm another user’s reputation, is strictly prohibited. Shpper reserves the right to monitor, edit, or remove reviews that violate these guidelines and may take appropriate actions against users who abuse the review process.
- Modifications: Shpper reserves the right to amend or replace any part of these Terms of Service, or to modify, suspend, or discontinue the Portal or the Services—including any features, databases, or content—at any time, at its discretion. Notice of these changes may be provided by posting on the Portal, through app notifications, or via email. Shpper may also impose limits on certain features and services or restrict access to parts of or the entire Portal without notice or liability. In the event that Shpper discontinues the publication of its Services, substitute services may be offered. Shpper hereby reserves the right to introduce new fees for use of the Portal or any of the Services, which you may choose to either accept and continue, or reject and cease, your usage of the Portal or any such Services.
- Currency: All prices shown on the Shpper Portal, or quoted by customer service, are in UAE Dirhams . In regions where we legally operate, prices may be shown in other currencies depending on your location. The Portal includes an automated currency conversion tool that relies on third-party data, but we are not responsible for the accuracy of these exchange rates, which are provided solely for reference purposes.
- Processing Payments: We may collect payments from you through the Portal. By providing your payment details while adding to or topping up your Digital Wallet balance, you authorize us (via the selected payment gateway) to charge the specified amount to your chosen payment method. By selecting a particular payment method, you acknowledge that you are agreeing to the terms of service of Shpper’s payment processing partners and the financial institution or payment service provider who has issued your selected payment method. You further agree that you will bear the cost of any fees imposed by such payment processing partners or financial institutions in connection with your selected payment method. We are not liable for any losses you may incur if your payment method lacks sufficient funds to cover the full payment amount . In case of transactions conducted on the Platform, we reserve the right to retain the funds either through a payment gateway or in one of our bank accounts , at our discretion, until the transaction has been consummated as envisaged. You agree not to initiate any chargebacks or reversals with your credit card issuer without first attempting to resolve the issue with Shpper. Unauthorized chargebacks are considered a violation of these Terms of Service and Shpper reserves the right to dispute any such unauthorized chargebacks and may take action against you as necessary.
- Digital Wallet: Shpper, in partnership with its designated financial or banking institution(s), provides a Digital Wallet feature for seamless transactions (“Digital Wallet”). All payments on the Portal must be carried out through the Digital Wallet. The balance shown in your Digital Wallet represents the net available funds held on your behalf within a bank account maintained and operated by Shpper’s contracted bank in accordance with applicable laws (“Bank Account”). The bank is licensed and regulated by the relevant authorities and is authorized to hold such funds. Shpper reserves the right to change the contracted banking institution from time to time, and by using this service, you agree to the terms and conditions of any bank or financial institute we may partner with. Shpper will credit funds to your Digital Wallet following your instruction to do so, or by making a sale or purchase on the Portal, and after collection or receipt of funds from you. Upon completing a transaction, Shpper will deduct the transaction amount (including any applicable taxes, fees, or charges) from your Digital Wallet balance and have an equivalent amount deducted from the funds held on your behalf in the Bank Account. The Digital Wallet balance does not expire and can be used for future purchases on the Portal, in which case Shpper (or a regulated financial institution or payment system provider on behalf of Shpper) will satisfy and settle the payment obligation up to the Digital Wallet balance reflected in your Account. When Buyers complete payments for orders via the Marketplace, the corresponding funds are credited to the Seller’s Digital Wallet immediately once the item has been confirmed to be handed over and the dispute window has closed. Refunds, when applicable and at our discretion, will be credited back to your Digital Wallet, unless we decide otherwise. If, for any reason, Shpper is required to reverse a transfer, the relevant amount will be returned to your Digital Wallet, but you may still be liable for all or part of the fees applied by Shpper or your payment gateway for the transaction. The Digital Wallet may be reloaded with additional value by you (subject to any limits imposed by Shpper or by law and as may be notified to you from time to time) by a payment method provided by Shpper on the Portal. Shpper may, in its sole and absolute discretion, choose to refuse a request to load money into the Digital Wallet, including (without limitation) where reloading would result in the aggregate value stored in your Digital Wallet to exceed any value permitted by the Laws. By loading and storing funds on the Digital Wallet, you acknowledge that the funds are added for the purpose of making future transactions on the Portal. You also acknowledge and agree that you are not depositing money with Shpper. Shpper may hold any funds received from you with its contracted financial institutes or such other facilities or third parties as Shpper considers appropriate, and use any such funds in accordance with these Terms of Service without retaining possession and/or control of a like amount of money or other assets for your benefit. Your rights in relation to any such funds are limited to a contractual obligation for Shpper to provide an equivalent amount in your Digital Wallet for your use in connection with the Portal and the Services. Funds in the Digital Wallet can be withdrawn to your bank account, or other supported payment methods available on the Portal. Once a withdrawal request is submitted, we will initiate the process within twenty-four (24) hours. Please note, funds can take up to seven (7) business days to reflect in your chosen payment method, as the completion time is subject to external factors, including bank processing times. We are not responsible for any fees charged or exchange rates applied by the selected payment method of your choice, nor any delay caused by them, during the withdrawal process. You can close your Digital Wallet at any time by contacting us via the Portal or by email. We will also close your Digital Wallet upon receiving written notification about your death by your estate or heirs. When your Digital Wallet is closed, any funds remaining in the Digital Wallet will be transferred to a bank account you have specified, or sent via cheque to your address we have on file at the time of closure. If you request to close your Digital Wallet but still have an outstanding balance, we may keep your Account and Digital Wallet open and proceed with recovering the owed amount through our recovery processes. Shpper reserves the right to introduce a minimum Digital Wallet balance requirement in the future. In addition, Shpper may, at its discretion at any time, offer additional payment features, or restrict access to one of more of the features available, to users that have successfully verified their identity, as required by anti-money laundering, counter-terrorism financing laws and other KYC laws and regulations.
- VAT, Customs, and other fees: It is forbidden to transport any items considered prohibited under the customs laws of the country of departure or arrival , or under the relevant airline regulations or aviation laws. The Traveler assumes full responsibility for verifying and complying with these laws and regulations, declaring any items whose value exceeds the minimum customs threshold set by the relevant authorities at both the departure and destination points, and pay the appropriate customs duties, if required. The Customer agrees that if the value of the item being transported exceeds the customs disclosure threshold at the destination, and the Traveler has paid any applicable customs duties, the Customer hereby undertakes to reimburse the Traveler for such charges, with proof provided by the Traveler, as necessary. Shpper is only responsible for collecting VAT on the service fees and commissions directly earned by the platform, not on the goods exchanged between users. Shpper is only responsible for collecting VAT on the service fees and commissions directly earned by the platform, not on the goods exchanged between users. Orders containing liquids, tobacco, or medicine are subject to extra delivery fees and delays (up to 10 additional days). Fees are as follows: AED 30 for up to 1kg, AED 20/kg for 1–5kg, and AED 15/kg for anything above 5kg. By accepting an offer with such items, you agree to these charges.
- Language: If these Terms of Service are translated into any other language and there is a discrepancy between the English text and the text in the other language, the English text version will prevail to the fullest and maximum extent permitted by applicable Law.
- Definition of Law(s): For the purposes of this Agreement, “Law(s)” refers to all applicable laws and statutes of the United Arab Emirates , as well as any regulations, ordinances, codes, rules, directives, and guidelines issued by its governmental or regulatory authorities. This also includes, without limitation, regulations on Anti-Money Laundering (AML), import and export laws, customs regulations, money exchange laws, and any other applicable laws or binding court orders or decisions relevant to this Agreement and the activities contemplated herein. “Law(s)” also refers to any other relevant laws of other jurisdictions where Shpper may be legally operating or that may apply to users by virtue of their activities under this Agreement.
- Intellectual Property Rights: All intellectual property rights of Shpper, including those contained within or related to the Portal and the Services, including its software, design, logos, trademarks, trade names, content, and any proprietary content or materials provided or uploaded by Shpper, are the exclusive property of Shpper, and Shpper retains full control over how this ownership is exercised or disposed. You are not permitted to distribute, reproduce or allow others to reproduce, any part of the Portal or the Services, for any purpose without express authorization from Shpper. By uploading content onto the Portal, users represent and warrant that they have the necessary rights and permissions to share the content and that it does not infringe on the rights of others or violate any Laws. Shpper reserves the right to remove any content that is reported or found to be in violation of these Terms of Service and to take appropriate action, including terminating the user’s Account if necessary.
- Use of Personal Data : We are committed to protecting your privacy and ensuring that any personal data collected is used solely for lawful purposes. Your personal data will be processed in accordance with applicable data protection laws and used only for its intended purpose, such as providing services, enhancing user experience, or meeting legal obligations. We do not use or share your data beyond what is legally necessary or reasonably required for our business. By providing your contact information, you consent to us using it to reach out to you through various communication methods as needed. Shpper utilizes various third-party services to enhance and provide functionalities on our Portal and for the purpose of fulfilling the intended Services. By using our Portal, you consent to Shpper sharing your operational, transactional or other data with such relevant third-parties and automatically accept the terms and conditions of these third-party providers. We may also, from time to time, be required to undertake financial crime screening to comply with applicable Laws or regulations, in such circumstances, you agree to cooperate with any requests for information. Shpper will store a record of any personal or transactional data only for as long as is necessary and as long as required by applicable Laws. Please refer to our Privacy Policy to understand how we collect, process and share your personal data in relation to your usage of the Portal.
- Indemnity: By agreeing to these Terms of Service and using the Portal or Service, you agree to defend, harm, and hold harmless Shpper, FAB, its affiliates, licensors, and each of its officers, directors, other users, employees, lawyers and agents, harmless from any claims, costs, damages, losses, liabilities and expenses (including attorneys’ fees and costs) arising out of or in connection with the following:
- your violation or breach of any provision of these Terms of Service or any applicable Law or regulation, whether or not explicitly referred to herein;
- your violation of any rights of any third parties, including Travelers registered on the Portal;
- your uploaded content on the Portal;
- Your use or misuse of the Portal or Services.
- Severability: Should any provision of these Terms of Service be deemed invalid, illegal, or unenforceable by a court or authority, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, it shall be severed. The invalidity of any provision will not affect the validity and enforceability of the remaining provisions, which will continue in full force and effect.
- Assignment: You may not assign or transfer your rights under this Agreement in whole or in part without Shpper’s prior written approval. You give your approval to FAB for it to assign or transfer its rights and obligations under this Agreement in whole or in part, including to Shpper or an entity identified by Shpper (subject to compliance with relevant laws). Shpper shall be entitled to assign this Agreement (including its rights and obligations hereunder) to any subsidiary or affiliate of Shpper or in connection with the sale or other transfer of substantially all of Shpper’s equity or business assets.
- Grievance Redressal: Complaints against a user can be lodged via email to Shpper at [email protected]. Upon receipt of such a complaint with proper evidence, Shpper will conduct an investigation and based on its findings, may choose to blacklist the user if warranted.
- Termination: We reserve the right to terminate or suspend your access to our Portal and Services, at our sole discretion, without prior notice or liability, for any reason whatsoever, including but not limited to a breach of these Terms of Service. We may terminate your Account if we suspect or confirm abuse of the Account or to prevent a loss. Upon termination, your right to use the Portal will immediately cease. We maintain a zero-tolerance policy towards abusive language or inappropriate behavior directed at our company , our Portal and Services, employees, representatives, or our users. If, at our sole discretion, it is determined that a user engages in such conduct, including the use of offensive language, threats, defamation, or libel against our company, our Portal and Services, employees, or representatives, we reserve the right to permanently close the user’s Account without any refund of outstanding balances, if any. Such behavior may also be considered grounds for legal and criminal proceedings If you wish to terminate your relationship with us, you may simply discontinue using the Portal . You may also delete your Account by using the Account deletion feature within the Portal or request deletion of your Account by writing to us at [email protected]. We will delete your Account once we have confirmed that there are no outstanding liabilities or obligations on your part and handle your data in accordance with data privacy laws. All provisions of these Terms of Service that by their nature should survive termination shall survive, including, without limitation, ownership provisions, warranty disclaimers, indemnity, and limitations of liability. Users are prohibited from attempting to circumvent Shpper’s fees or charges due in any manner. Any actions taken to bypass or avoid paying the appropriate fees, such as attempting to conduct transactions outside of the Portal or misrepresenting item details, will be considered a violation of the terms herein and may result in penalties, including Account suspension or termination. Shpper reserves the right to suspend or terminate your Account in cases of non-payment for services rendered or items purchased through the Portal. The suspension will remain in effect until all outstanding dues are fully settled. We reserve the right to pursue any available remedies for any breach of the Terms of Service.
- Force Majeure: Shpper shall not be liable for any failure or delay in the performance of its obligations under these Terms of Service where such failure or delay is due to events beyond its reasonable control (“Force Majeure Events”). Force Majeure Events may include, but are not limited to, acts of God, natural disasters, war, civil unrest, strikes, labor disputes, government actions or restrictions, power outages, cyber-attacks, pandemics, or failures of third-party service providers (including delivery services and logistics). During such events, Shpper’s obligations will be suspended for the duration of the Force Majeure Event, but we will make reasonable efforts to resume normal operations as soon as feasible.
- Dispute Resolution and Governing Law: In the event of a dispute between users in which Shpper’s intervention is sought, users agree to authorize Shpper to make bonafide decisions and carry out the necessary acts as a form of resolution, and if Shpper makes such a decision on any such disputes, no conflict of interest shall be attributed to Shpper, notwithstanding that we may communicate on behalf of a party. Shpper’s decision in this regard shall be final and must be accepted by the users, and the users agree not to hold Shpper liable for any such resolutions or decisions. In the event of a dispute with Shpper, we encourage you to first seek resolution by contacting us directly at [email protected] We will carefully review your complaint and strive to resolve it promptly. If we are unable to settle the dispute amicably, then the dispute, including issues related to the Terms of Service, their formation, and any non-contractual matters, will be governed by the law of the United Arab Emirates as applicable in the Emirate of Dubai and interpreted accordingly. You irrevocably consent to the exclusive jurisdiction of the Dubai courts to resolve any disputes or claims associated with or arising out of your use of the Portal or these Terms of Service, including their validity, application, or termination, and any related contractual or non-contractual obligations.
PROHIBITED ITEMS LIST
As part of Shpper’s policy and as may be mandated by Law, you are prohibited from buying, delivering, sending or receiving the following categories of materials, products and related products, and you agree to allow Shpper to open any consignment in order to ensure its safety and compliance with these Terms of Service. This list includes indicative examples of prohibited items and is not exhaustive. If in doubt, please contact Shpper to avoid any liability arising from buying, delivering, sending or receiving such an item.
| Category | Examples |
|---|---|
| Alcohol | Spirits, wine, champagne, beer, and other intoxicants. |
| Animals and Plants | Animals, animal breeding, taxidermized animals, animal parts, blood, fluids, prohibited seeds, plants, endangered species, and other organic matter restricted by law. |
| Human Organs and Body Parts | Human organs, fluids, stem cells, embryos, and body parts. |
| Tobacco and Nicotine Products | Cigarettes, electronic cigarettes, vapes, cigars, shisha products and tobacco products. |
| Pornography | Pornographic content, especially involving sexual exploitation of children. |
| Copyrighted and Proprietary Content | Illegal copies of books, music, movies, software, video games, and any materials infringing on any intellectual property rights. |
| Counterfeit and Illegal Goods | Fake products, imitation designs, forged signatures, coins, stamps, and other illegal items. |
| Bypass Devices | Chipsets, devices, or tools designed to bypass digital protections, including iPhone decoders. |
| Medical Products, Healing Products, Illegal Drugs and Paraphernalia | Drugs, prescription items, illegal drugs, drug equipment, substances having the same effect as illegal drugs, herbal pills, magic mushrooms, drug alternatives, nutraceuticals, medical products. |
| Pseudoscientific Remedies | Unverified treatments, miracle cures, and pseudoscientific substances. |
| Gambling | Lottery tickets, sports betting, online gambling memberships, and related content. |
| Virtual Assets | Virtual currency, cryptocurrency, forex services, money exchange services, NFTs. |
| Financial Assets | Stocks, shares, securities. |
| Payment Instruments | Credit/debit cards, cheques, Salik cards, Nol cards. |
| Electronic Piracy Tools | Information or tools enabling illegal access to software, websites, or other protected properties. |
| Illegal and Stolen Goods | Goods that are misrepresented, stolen, illegally produced or obtained, violate third-party rights, or contraband subject to import/export restrictions. |
| Illegal Telecommunications Devices | Devices to illegally capture satellite signals, cable decoders, surveillance equipment, encryption cards, and tools for modifying cell phones. |
| Inappropriate and Offensive Content | Goods that defame anyone, incite violence, promote hatred, support terrorist groups, or breach ethical norms. |
| Criminal and Aggressive Goods | Personal belongings or materials linked to crimes or criminal acts. |
| Precious Metals and Stones | Large quantities of rare or valuable metals and gemstones. |
| Cultural and Protected Artifacts | Items covered by international treaties (e.g., UNESCO 1970) or laws protecting cultural property and artifacts, items made of ivory, or any other protected materials. |
| Food items | Fresh food, cooked food, meat, perishable items. |
| Fireworks and Hazardous Materials | Fireworks, explosives, toxic substances, flammable materials, and radioactive items such as gunpowder, explosive materials, gasoline, and propane canisters. |
| Regulated Goods | Airbags, mercury batteries, refrigerants, medical devices, chemical and industrial solvents, pesticides, surveillance tools, car number plates, and any government-regulated products. |
| Traffic Control Devices | Radar jammers, license plate covers, traffic light changers, and similar products. |
| Weapons and Ammunition | Firearms, ammunition, concealed weapons, silencers, knives, and tear gas. |
| Currency Trading | Discounted currencies, currency trading, and precious metal-backed currencies. |
| Restricted Deliveries | Delivery restrictions for locations near elementary and middle schools, or to minors under 18 years old. |
| Personal Items for Travelers | Travelers must only transport items purchased with their own funds and cannot accept personal items from others for transportation. |
| Re-sale of products contrary to supplier’s terms and conditions | Emirates Skyward Miles, Etisalat products/services, Du products/services, etc. |
| Transport Restrictions | Items restricted by airlines, carriers, or other means of transport. |
| Customs Compliance | Items prohibited under customs laws of departure or arrival countries. Users are fully responsible for compliance. |
| Spam | Repeated ads that disrupt user experience. |
