1. Purpose & Customer Information
1.1 Purpose: This Service Level Agreement ("SLA") governs the terms, responsibilities, service standards, and operational procedures between Akiamore Courier Service ("Company") and the Shipper for courier and logistics services.
1.2 Customer Information: The Shipper shall provide accurate business information and all required documents for account activation and service processing. Corporate/business accounts may be required to submit an NTN Certificate.
Shipments with a declared value exceeding PKR 50,000 may require additional verification, documentation, security screening, or special handling. Insurance may be requested where applicable.
The Consignment Note (CN) shall be the official and non-negotiable shipment record.
The Shipper shall ensure accurate shipment details, consignee information, packaging, and declaration of shipment contents and value.
Akiamore Courier Service reserves the right to inspect any shipment where required for security, regulatory, operational, or compliance purposes.
2. Liability & Account Suspension
Akiamore Courier Service shall not be liable for any indirect, consequential, or business losses arising from shipment delay, loss, or damage, or for any delay or service interruption caused by circumstances beyond its reasonable control, including natural disasters, government actions, security situations, strikes, transportation disruptions, or system failures.
If the Shipper's Non-COD account becomes outstanding or negative, Akiamore Courier Service reserves the right to suspend services, hold any physically received shipments until full recovery of the outstanding amount, and initiate legal proceedings for recovery of all outstanding dues in accordance with applicable laws.
3. Dispute Reporting Timelines
Weight Disputes: Report within 3 days of shipment arrival at origin with product details, images, actual weight proof, and supporting evidence.
Lost Shipments: Report within 30 days of loss notification with product details, images, and invoice.
Delivered/Returned Disputes: Report within 4 days of final status with product details, invoice, and tracking evidence, if available.
Damage/Open/Missing Items: Damage claims are not accepted. Open parcel or missing item complaints must be reported within 2 days along with delivery remarks, packaging images, product details, and content images.
4. Claim Conditions & Exclusions
No claims shall be processed for shipments reported as theft or snatched. In such cases, a copy of the relevant First Information Report (FIR) will be provided for record purposes only.
No claims shall be processed for shipments that are damaged due to improper or inadequate packaging by the sender.
Complete supporting documents are mandatory for claim evaluation. Missing documents must be provided within 4 working days. Claim processing may require account reconciliation and clearance of outstanding dues.
5. Claim Settlement & POD/POR Requests
Approved claims shall normally be settled within 30-45 working days, up to 40% of Proven Market Value (PMV) or the declared invoice value, whichever is applicable.
Proof of Delivery (POD): Requests must be submitted within 24-48 hours of delivery.
Proof of Return (POR): Requests must be submitted within 30 days of the return status.
6. General Terms - Taxes & Revisions
Applicable government taxes shall be charged as per prevailing laws.
Akiamore Courier Service reserves the right to revise rates, charges, or service terms by giving 14 days' prior notice.
7. Prohibited Items
The Shipper shall not tender currency, jewellery, precious metals, firearms, explosives, drugs, hazardous materials, animals, perishable goods, illegal products, or any item prohibited under applicable laws, IATA, or ICAO regulations.
8. Indemnification & Final Acceptance
The Shipper shall remain solely responsible for all legal, regulatory, and financial consequences arising from prohibited, illegal, unauthorized, or incorrectly declared shipments and shall fully indemnify Akiamore Courier Service against any resulting claims, liabilities, losses, penalties, or expenses.
9. SLA Acceptance
By signing this SLA, the Shipper acknowledges that they have read, understood, and accepted all terms, conditions, and commercial arrangements contained herein.
Akiamore Courier Service
Service Level Agreement (SLA)
