Terms & Policies

These Terms & Policies (the "Terms") form a binding agreement between you and Fleetora Freight ("Fleetora Freight", "we", "us"). They apply to every shipment you book with us, to our website fleetorafreight.com and to our tracking, notification and customer account services.

By booking a shipment, handing goods to us or our partners, creating an account or using our website, you confirm that you have read and accept these Terms. If you book on behalf of a business, you confirm you are authorised to accept these Terms for it. Where a separate written contract has been signed with us, that contract takes priority where it differs from these Terms.

Shipper / Sender

The person or business that books the shipment and hands the goods to us.

Recipient / Consignee

The person or business the shipment is addressed to.

Shipment

All packages sent under one tracking number, from one sender to one recipient.

Declared Value

The value of the goods stated by the shipper at booking, supported by an invoice or proof of value.

Duties & Taxes

Import duties, VAT/GST, excise and other charges set by a government or customs authority.

Estimated Delivery Date

Our best estimate of when the shipment will arrive, shown on the tracking page. It is not a guarantee unless stated otherwise.

We arrange the collection, transport and delivery of goods by road, air and sea, either directly or through carefully selected carrier, warehousing and customs-brokerage partners. Services include express delivery, freight and cargo, customs clearance, warehousing and last-mile delivery, as described on our Services page.

We may use subcontractors and choose the route and method of transport, unless a specific service was agreed at booking. Our partners act on our behalf and these Terms also protect them.

When you book a shipment you confirm that:

• The description, quantity, weight, dimensions and value you give us are complete and accurate.
• The goods are packed securely for the journey — strong outer packaging, internal cushioning and fragile items clearly marked.
• The sender and recipient addresses and contact details are correct, including a phone number and email for delivery updates.
• You own the goods or have the owner's permission to ship them, and they are not prohibited in the origin, transit or destination country.
• You will supply every document required for export and import, such as commercial invoices, permits and licences.

Extra costs caused by inaccurate information — such as re-weighing, address corrections, storage, return shipping or customs penalties — are charged to the shipper.

We do not accept the following items. Other items may be restricted and accepted only with prior written approval and the correct documents.

• Cash, bank notes, bearer bonds, gift cards and other negotiable instruments
• Illegal drugs, controlled substances and counterfeit or pirated goods
• Firearms, ammunition, explosives, fireworks and weapon parts
• Hazardous materials — flammable, corrosive, toxic or radioactive goods — unless declared and accepted as dangerous goods
• Live animals, human remains and perishable goods without an agreed temperature-controlled service
• Any item whose import, export or transport is banned by law in the origin, transit or destination country

• Charges are based on the service chosen, route, actual or volumetric weight (whichever is greater) and any optional extras, as quoted at booking.
• Quotes are valid for the period stated on them. If the shipment differs from what was declared, we will re-rate it and tell you before charging the difference.
• Shipping charges are payable at booking unless you have an approved credit account. Account invoices are payable within the terms shown on the invoice.
• Every invoice is itemised and sent from an @fleetorafreight.com email address or made available in your account.
• Duties, taxes and customs charges are separate from shipping charges — see Customs & Duties.

Estimated delivery dates and tracking updates are provided to keep you informed and are based on normal operating conditions. Transit times are estimates, not guarantees, unless a guaranteed service was purchased.

• We deliver to the address on the shipment. We may leave it with a neighbour, building reception or at a secure location where local practice allows, unless a signature was requested.
• If delivery fails, we will try to contact the recipient and attempt redelivery or hold the shipment for collection. Shipments not collected within 14 days may be returned to the sender at the sender's cost.
• Tracking locations and status updates reflect the latest information from our network and partners and may occasionally be delayed.
• Proof of delivery is available on the tracking page once a shipment is delivered.

International shipments must be cleared by customs in the destination country (and sometimes the origin country). Customs authorities are government bodies — they decide whether goods can enter, how much duty and tax is due and how long an inspection takes. We act as your agent to present the shipment for clearance.

Who pays duties and taxes

• Delivered At Place (DAP) — default: the recipient is the importer and pays any duties and taxes before or on delivery.
• Delivered Duty Paid (DDP) — on request: the sender agrees at booking to pay all destination duties and taxes, which are then billed to the sender.
• If the recipient refuses to pay, the sender becomes responsible for the duties, taxes and any return or disposal costs.

How customs charges are handled

1. Duties and taxes are calculated by the customs authority from the declared value, description, tariff code and country of origin. We do not set, increase or negotiate them.
2. Where we pay duties on your behalf to speed up clearance, you will receive an itemised invoice showing the official customs assessment, plus any disbursement or brokerage fee listed separately. You may request a copy of the customs entry or receipt at any time.
3. The shipper must provide a truthful commercial invoice. Under-declaring value, mis-describing goods or splitting shipments to avoid duty is illegal and may lead to fines, seizure or destruction of the goods, for which we accept no liability.
4. Time spent in customs inspection or waiting for documents or payment is not included in the estimated delivery date and is outside our control.
5. Goods detained, seized or destroyed by a customs or government authority are not covered by our liability or insurance, and related charges remain payable.
6. Storage charges may apply to shipments held more than 5 working days because of missing documents or unpaid duties.

Every shipment is protected from pickup until delivery. You can choose between the basic cover included in the price and optional Full Value Protection.

What is not covered

• Damage caused by insufficient or unsuitable packaging, or by the nature of the goods (wear, decay, leakage, mechanical or electrical failure)
• Delay, loss of market, loss of profit or any indirect or consequential loss
• Prohibited items, undeclared items or goods shipped against the law
• Goods detained, seized or destroyed by customs or other authorities
• Loss or damage caused by war, terrorism, civil unrest, nuclear risks or other force majeure events
• Cash, jewellery, precious metals, artwork and antiques, unless specifically approved and insured before shipping

If something goes wrong, tell us as soon as possible. Keep the goods and all packaging until the claim is settled, as we may need to inspect them.

1. Report itVisible damage: note it on delivery. Hidden damage: within 7 days. Loss: within 21 days of the estimated delivery date.
2. Send documentsTracking number, photos of goods and packaging, proof of value (invoice) and repair or replacement quotes.
3. We reviewComplete claims must be submitted within 60 days. We give a decision within 30 days.
4. SettlementApproved claims are paid within 14 days to the shipper, or to the recipient with the shipper's written consent.

Claims must be sent to contact@fleetorafreight.com with "Claim" and the tracking number in the subject line. Claims not reported within these time limits may be declined. Shipping charges must be paid in full before a claim is settled and cannot be deducted from the claim.

You can cancel a booking by contacting us with your tracking number. What you get back depends on how far the shipment has progressed:

How refunds are paid

• Refund requests must be made within 30 days of the booking date, or of the event giving rise to the refund.
• Approved refunds are paid to the original payment method within 7–10 business days. Your bank may take a few extra days to show the credit.
• Where a refund to the original method is not possible, we will agree an alternative with the account holder in writing.
• Third-party fees already paid on your behalf (for example duties paid to customs) are refunded only if and when the relevant authority repays them.

Criminals sometimes pretend to be delivery companies to trick people into paying fake fees. To protect you:

• We only contact you from @fleetorafreight.com email addresses and through our website.
• We will never ask you to pay with gift cards, cryptocurrency, money-transfer apps or into a personal bank account.
• We will never ask for your card PIN, online-banking password or one-time security codes.
• Every charge comes with an itemised invoice, and customs charges always show the official customs assessment.

Except where Full Value Protection was purchased, our liability for any shipment is limited to the Standard Liability amounts in Insurance & Liability. Where an international convention (such as the Montreal Convention for air or the CMR Convention for road) applies by law, its limits apply instead.

We are not liable for indirect or consequential losses, including loss of income, profit, contracts or data, even if we were told such loss might occur. Nothing in these Terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence, or for fraud.

We are not responsible for delay, loss or failure to perform caused by events beyond our reasonable control, including severe weather, natural disasters, epidemics, war, terrorism, civil unrest, strikes, airport or port closures, government action, customs or security inspections and failures of third-party networks. We will keep you informed and resume service as soon as reasonably possible.

We use the personal details of senders and recipients — names, addresses, phone numbers and email addresses — only to deliver shipments, send tracking updates, handle customs clearance and claims, and meet our legal obligations. We share them only with partners and authorities involved in moving and clearing your shipment. We do not sell personal data.

By providing a recipient's details, you confirm you are entitled to share them with us for this purpose.

These Terms are governed by the laws of the country in which Fleetora Freight is registered. If you have a complaint, please contact us first — most issues are resolved quickly by our customer team. Any dispute that cannot be resolved informally will be handled by the courts of that jurisdiction, without affecting any consumer rights you have under the laws of the country where you live.

We may update these Terms from time to time. The "Last updated" date at the top of this page shows when they last changed. The version in force when you booked a shipment applies to that shipment.

Questions about these Terms, a claim or a refund? Our team is here to help.