PakZing Courier – Master Policies

Comprehensive operational, compliance, and security policies governing all PakZing Courier services. By using our services, you agree to comply with these policies.

Master Policy Document Version 2.0

Operational & Service Policies

All pickup, delivery, weight, packaging, operational and handling rules merged here.

1.1

Pickup Operations

Same‑day pickup subject to rider availability.
Pickup must be booked 2 hours before dispatch.
Rider waiting time max 5 minutes.
Parcels must be properly packed before pickup.
Fake/empty pickups lead to suspension.
Unsealed or undocumented parcels will be rejected.
Parcels must be scanned at pickup location.

1.2

Packaging & Weight Standards

Merchant responsible for secure and tamper‑proof packaging.
Fragile items must be bubble‑wrapped.
Liquids must be double sealed.
Incorrect weight will incur reweighting charges.
Oversized shipments require prior approval.

1.3

Delivery Procedures

Riders must verify recipient using OTP/signature.
Delivery attempts: maximum 3.
Wrong address = delay or RTO.
Rider cannot wait more than 10 minutes.
Parcel must remain sealed until delivery.
COD must match invoice.

1.4

Transit & Hub Operations

All parcels must be scanned at each transit point.
Hubs must verify all inbound parcels.
Weather or network delays exempt from SLA.
No parcel will move without a digital scan.
App sync required before rider's shift.

Merchant Compliance & Customer Policies

All merchant rules, customer verification, complaint rules, prohibited items, and communication rules merged here.

2.1

Merchant Requirements

Merchants must provide accurate customer details.
Fake or fraudulent orders lead to permanent suspension.
Wrongly declared weight/product not allowed.
Repetitive RTO merchants get lower rider priority.
Merchant must accept all RTO parcels.
Invoice must match COD amount.

2.2

Customer Verification Rules

Delivery SMS updates will be sent.
Wrong customer number = auto RTO.
OTP verification required at delivery.
Customer privacy will always be protected.

2.3

Prohibited Items

Illegal, flammable, chemical, and explosive items banned.
No currency, gold, or high‑value jewelry without insurance.
Suspicious shipments may be inspected.

2.4

Complaint & Support Handling

Complaints must include tracking number.
Resolution within 24–72 hours.
Abuse towards staff causes account blocking.
False claims may lead to penalties.

COD, Settlement & Financial Safety Policies

All cash handling, settlement, refund, banking and fraud‑related rules merged here.

3.1

COD Collection

Riders must count cash in front of customer.
Fake notes must be immediately reported.
COD must be submitted same day.
Riders cannot keep COD cash overnight.
COD discrepancies must be reported within 24 hours.

3.2

Settlements

Settlements done only on banking days.
Bank details must be verified.
Wrong bank info = merchant responsibility.
Settlement reports available in dashboard.
Complaints accepted within 48 hours.

3.3

Refunds & Cancellations

Cancellation before dispatch is free.
After-dispatch cancellations require charges.
Refunds require bank verification.
All refunds follow company approval process.

3.4

Financial Fraud Prevention

COD mismatch triggers investigation.
Suspicious activity leads to account freeze.
Duplicate/fake orders = fraud.
IP-based suspicious patterns flagged.
All financial logs recorded and monitored.

Safety, Insurance & Loss-Control Policies

All insurance, damage, RTO, loss‑prevention and risk‑control policies merged here.

4.1

RTO Management

RTO after 3 failed delivery attempts.
Customer refusal = immediate RTO.
RTO charges apply both ways.
Fraudulent RTO attempts penalized.
Merchant must accept all RTO items.

4.2

Damage & Loss Handling

Company not liable for weak packaging.
Claims require video/photo proof.
Only company‑fault loss is reimbursed.
Investigation period: 7–15 working days.
High-risk items require insurance.

4.3

Insurance Policies

Only eligible items are insurable.
Claim requires original invoice.
Unpacked or weakly packed items are non‑insurable.
Insurance must be added during booking.
Fragile items need additional premium.

4.4

Business Safety & Compliance

Any activity causing loss to the company leads to block.
Suspicious parcels can be held for verification.
Fraud, misdeclaration, or manipulation causes account termination.

Rider Conduct, Security & Operational Discipline

All rider rules, COD safety, route discipline, cash control, and behavior rules merged here.

5.1

Rider Behavior & Conduct

Riders must wear proper safety gear.
Misbehavior with customers/merchants leads to termination.
Riders must verify parcel before accepting.
No unauthorized person can carry COD.
Rider must follow approved routes.

5.2

Rider Financial Responsibility

Rider personally responsible for COD shortage.
Cash must be counted and sealed before submission.
Delay in cash submission leads to penalty.
Cash cannot be kept overnight.

5.3

Rider Safety Rules

Rider must drive safely and follow traffic laws.
Parcel must remain sealed during transport.
Rider must sync delivery app daily.
Rider must ensure all parcels are scanned.

Important Notice

Violation of any policy may result in temporary suspension, permanent termination of services, or legal action as per the severity of the violation. PakZing reserves the right to update these policies without prior notice.

Policy Compliance & Support

For policy clarifications, compliance questions, or to report violations, please contact our dedicated policy compliance team. We are committed to maintaining transparency and security across all PakZing operations.

Policy Inquiries: info@pakzing.com

Violation Reporting: Subject line must include "Policy Violation"