Terms & Conditions

These Terms & Conditions ("Terms") govern your access to and use of couriersaathi.com and the Courier Saathi mobile app (together, the "Platform"). The Platform is owned and operated by City Express ("City Express", "we", "us", "our"), trading as Courier Saathi. By registering, recharging your wallet or booking a shipment, you agree to these Terms, our Privacy Policy, our Refund & Cancellation Policy and our Shipping & Delivery Policy.

1. Our Service

Courier Saathi is a multi-courier logistics aggregation platform. It lets registered merchants compare rates, book shipments, generate labels, track deliveries and manage Cash on Delivery (COD) remittances across independent courier partners such as Delhivery, Ekart, Blue Dart, DTDC, Xpressbees, Shadowfax, Ecom Express and Amazon Shipping.

City Express does not itself carry the goods. Pickup, transit and delivery are performed by the courier partner you select and are also subject to that courier partner's own terms of carriage.

2. Eligibility and Your Account

• You must be at least 18 years old and use the Platform for business or online-selling purposes.
• You must give accurate, complete information and keep it up to date. You are responsible for keeping your login credentials confidential and for all activity under your account.
• We may require KYC verification (identity, address, GSTIN/PAN and bank-account details, as requested on the Platform) before enabling wallet recharge, courier accounts or COD payouts. Accounts found using false or fraudulent documents may be suspended immediately and funds withheld pending investigation.

3. Wallet, Pricing and Payments

• Shipments are paid for from a prepaid wallet balance (or any credit facility we have approved for you in writing).
• Wallet recharges are made online through RBI-authorised third-party payment gateways. We do not store your card, UPI or net-banking credentials; the payment gateway's own terms also apply to the payment.
• Charges include the courier freight, applicable surcharges (for example fuel), COD handling fees where relevant, and 18% GST. The amount shown at the time of booking is deducted from your wallet when the shipment (AWB) is generated. All prices are in Indian Rupees (INR).
• Wallet balance is prepaid credit for services on the Platform. It is non-transferable, earns no interest and is non-refundable except as set out in our Refund & Cancellation Policy.
• GST invoices and wallet-recharge receipts are available from your account.

4. Booking Shipments, Packaging and Prohibited Items

• You are responsible for the accuracy of the consignee's name, address, pincode and phone number, and of the weight, dimensions, declared value and payment mode you enter.
• Goods must be packed securely and the shipping label (AWB) must be clearly affixed and scannable at pickup.
• You must not ship anything that is prohibited by law or by the courier partner, including illegal or contraband goods, narcotics, weapons and explosives, flammable or hazardous materials, live animals, currency or negotiable instruments, and counterfeit goods. Shipments may be refused, held or returned, and you are responsible for any resulting fines, penalties and losses.

5. Weight and Charge Adjustments

The chargeable weight is the higher of the dead (actual) weight and the volumetric weight (length × width × height ÷ 5000 for Air, ÷ 4500 for Surface). If the courier partner's measured weight differs from what you declared, an adjustment may be charged to, or credited back to, your wallet. You can dispute an adjustment from the Weight Reconciliation section of your account, with supporting photos or video, within the time window shown against that adjustment. Approved disputes are refunded to your wallet.

6. Cash on Delivery (COD)

COD amounts collected by the courier partner from the consignee are remitted to your verified bank account under the payout schedule you choose on the Platform (for example Early T+1 or Standard Weekly, where available), after deducting any applicable charges. COD payouts require completed KYC and bank verification.

7. Failed Deliveries (NDR) and Returns (RTO)

If a delivery attempt fails, a Non-Delivery Report (NDR) is raised and you can request a re-attempt or approve a return from the Platform. If delivery cannot be completed, the shipment is returned to the origin (RTO) and return charges apply at the courier partner's rates.

8. Cancellations and Refunds

Cancellations, refunds and wallet credits are governed by our Refund & Cancellation Policy.

9. Delays, Loss and Damage

Transit times shown on the Platform are estimates, not guarantees. Claims for loss, damage or shortage are subject to the courier partner's liability terms and claim procedures. We will assist you in raising and following up a claim with the courier partner; compensation is payable only if and when the courier partner approves the claim.

10. Acceptable Use

You must not misuse the Platform, including by committing fraud, submitting false NDR or dispute claims, shipping unlawful goods, abusing our APIs, attempting to breach security, or using the Platform in a way that harms us, courier partners or other users.

11. Suspension and Termination

We may suspend or terminate your account for breach of these Terms, suspected fraud, non-payment of dues or where required by law. You may close your account at any time by written notice to support@couriersaathi.com after settling any dues. This agreement remains in effect for as long as you maintain an active account.

12. Limitation of Liability

To the fullest extent permitted by law, City Express is not liable for indirect, incidental or consequential loss (including loss of profit, business or goodwill), or for the acts or omissions of courier partners, consignees or payment gateways. Our total liability for any claim relating to a shipment is limited to the shipping charges you paid to us for that shipment. Nothing in these Terms excludes any liability that cannot be excluded under applicable law.

13. Intellectual Property

The Platform, including its software, design, logos and content, belongs to City Express or its licensors. You may not copy, modify or reverse-engineer it except as permitted by law.

14. Privacy

How we collect and use your information is described in our Privacy Policy.

15. Changes to These Terms

We may update these Terms from time to time. The "Last updated" date above shows when they were last changed. Continued use of the Platform after an update means you accept the revised Terms.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of India. The courts at Kolkata, West Bengal have exclusive jurisdiction over any dispute arising out of or in connection with them.

17. Grievances and Contact

For any complaint or grievance, write to us at the details below. We acknowledge grievances within 48 hours and aim to resolve them within 30 days.