I. TERMS OF SERVICE

• SERVICE
  • J&T provides courier services. Accordingly, J&T will receive the Goods from the Customer or Sender and send them to the Recipient according to the information provided by the Customer and receive the Service Fee from the Customer.
  • In case the Customer chooses the shipping method with Cash on Delivery (COD), J&T will assist the Customer in receiving COD from the Recipient and remitting it to the Customer.
  • Partial Delivery Service. J&T supports Customers to bring multiple Goods in one Parcel for the Recipient to choose to buy and pay. The remaining Goods will be returned to the Customer under the Contract.
• SERVICE FEE
  • Customers can refer to prices at the website: https://jtexpress.vn/vi/tracking?type=price-list to know more about Shipping Charges for each area.
  • The volume of Goods calculated for Shipping Charges is determined by actual weight (actual weight) or conversion by volume (converted weight), whichever is greater.
  • The COD Fee is the fee that the Customer is responsible for paying to J&T in order that J&T can assist in collecting the Value of Goods from the Recipient. The COD Fee is only paid if J&T successfully delivered the Goods and received the Value of Goods.
  • The Packaging Fee is the fee that the Customer is responsible for paying to J&T to pack fragile Goods or require special packing or crates.
  • The Storage Fee is the fee that Customer is responsible for paying to J&T in case J&T has to store Customer's Goods longer than usual arising from the Customer's or Sender's or Recipient's error or at Customer's request.
  • Price Declaration Fee is the fee paid by Customer to J&T to declare the value of Goods for calculating compensation value.
  • In addition, J&T may apply other service fees appropriate to the services provided to Customers.
• RECEPTION, DELIVERY AND RETURN
  • 3.1 Reception
    1. a. Domestic Express Delivery
       1. The Customer can send the Goods directly at the Post Office or request J&T’s staff to pick up the Goods under the Contract.
       2. Packaging Goods must ensure that the product does not fall out of the packaging; not use rope or cloth for packaging; not any unusual signs such as dented, torn, damp, a strange smell, ... If the Goods cannot be packaged according to J&T’s standards, the Customer must contact J&T before sending the Goods to be instructed details.
    2. b. International Express Delivery
       1. J&T executes the receipt of the Postal Item directly at the Post Office system or dispatches staff to collect at the Pick-up Point according to the scheduled appointment recorded on J&T's data system. The staff performing the collection task must wear a uniform or present their staff card, provide the exact Order code/bill of lading code, and hand over a valid Confirmation slip or Co-checking record to the Customer.
       2. The Postal Item is received according to the "Original seal - Original package" principle. The Customer is responsible for safely packaging the goods, complying with the strict transport conditions of international transport methods, and fully complying with the legal regulations of both the Sending Country and the Receiving Country. For the group of high-value Goods or bulky, monolithic indivisible packages, the Customer is obliged to notify and agree in advance with J&T to receive professional instructions, and simultaneously must provide a copy of the valid invoice and documents proving the value of the accompanying shipment as a basis for reconciliation and determination of compensation liability when an incident occurs. J&T reserves the right to refuse to provide services or exempt from all compensation responsibilities for any damages, deteriorations, and damages arising from the Customer's improper packaging or refusal to repackage according to J&T's operational recommendations.
  • 3.2 Delivery
    1. a. Domestic Express Delivery
       1. After successfully receiving the Goods, J&T will deliver the Goods to the Recipient at the Customer's specified address. If the delivery is not successful 3 times, J&T will make a refund.
       2. According to the Contract, J&T will support the Customer who needs to change information such as time, location, recipient, …. before updating the "refund start" status, specifically :

          • -

            If the new delivery address is located in the same district as the original delivery address, J&T will deliver to the new address at no additional fee;

          • -

            If the new delivery address is located in a different district but in the same province/city as the original delivery address and does not change shipping charges, J&T can deliver to the new address at no additional fee;

          • -

            If the new delivery address is located in a different province/city from the original delivery address or is located in an area that does not support shipping, J&T cannot support.

    2. b. International Express Delivery
       1. After completing the receipt procedures, J&T proceeds to process, coordinate and transport the Postal Item to the Recipient at the Delivery Point designated by the Customer. The standard delivery time (calculated by Working Days, excluding holidays and weekends) is flexibly applied based on the geographical zoning of each destination country or continent.
       2. The standard number of deliveries for each Postal Item is a maximum of 03 (three) times. J&T is exempted from the obligation to deliver the subsequent times and transfer the order status to abnormal handling/return process in the following cases: (i) The Recipient refuses to receive the postal item for personal reasons; (ii) The Recipient refuses to pay or does not fully pay the import taxes, quarantine fees, cultural inspection fees arising in accordance with the current tax laws of the importing country's Customs. In these cases, the Customer is still obliged to pay all outbound Shipping Charges and Return Fees incurred according to the price list.
  • 3.3 Return
    1. a. Domestic Express Delivery
       1. J&T will return the Goods to the address provided by the Customer at the time of order; in case there is no specific address for returning, J&T will return the Goods to the address where hands over the Goods. the Customer must pay the Refund Fee to J&T.
       2. In case the return is not successful 3 times or the Customer or the Sender confirms that refuses to receive the Goods, it is deemed that the Customer refuses to accept the returned Goods. Within 07 days from refusing, the Customer or Sender may contact J&T to receive the Goods back and pay the Storage Fee. After this time, J&T has full right to handle the Goods without compensation or refund to Customers and Sender.
    2. b. International Express Delivery
       1. For Postal Items that are not successfully delivered, J&T shall carry out the procedures to return international postal items back to Vietnam and hand them over to the Customer at the original Pick-up Point. The Customer is responsible for paying the Return Fee according to the rates set by the carrier at the time the Return arises. When there is a list of orders registered for return, J&T will coordinate to send information, and the Customer is responsible for responding to the handling instruction email within 07 (seven) days.
       2. In case the Postal Item cannot be delivered to the Recipient and J&T also cannot deliver it back to the Customer entirely due to the Customer's fault or lack of cooperation (including not coming to J&T's Pick-up Point to receive back the postal item), if it exceeds the time limit of 06 (six) months from the date of unsuccessful return delivery or from the date the Postal Item is accepted for transport without any valid forwarding requests arising, that postal item will officially be classified as "Postal Item without Recipient".
       3. From this point on, J&T or the competent authority has the full right to handle or proceed to destroy the Postal Item according to current postal procedures. All costs incurred related to the goods destruction process (including but not limited to: destruction fees of third parties/airlines, environmental fees, overdue storage costs and fines incurred from competent authorities) will be fully borne by the Customer. J&T is completely exempt from the obligation to compensate, refund freight or bear any legal liability to the Customer or Sender related to the destruction of the aforementioned postal item.
• REFUSE TRANSPORTATION

  • a.

    J&T refuses to transport the Goods in the list of refused transportation or the prohibited goods that are published on J&T's website and/or Post Office ("Refuse Goods").

  • b.

    The Goods used for business or the imported Goods that fail to provide invoices and documents by the Customer under the law are deemed Refused Goods.

  • c.

    After receiving the Goods, J&T discovers that the Goods are subject to Refused Goods, J&T has full right to handle such Goods.

  • d.

    In case the competent authorities suspect or discover that the Customer is using the Service to transport Refused Goods, the Customer is responsible for providing J&T with relevant documents and records during J&T to work with the competent authorities.

• RIGHTS AND OBLIGATIONS OF CUSTOMERS
  • During using the Service, the Customer has the following rights and obligations:

  • a.

    To be ensured confidentiality the personal information and parcels under the law.

  • b.

    Request the complaints and compensation under J&T’s regulations.

  • c.

    To be responsible for providing information related to the Goods/Recipient immediately upon receiving J&T's request.

  • d.

    Provide the information, the valid invoices and documents related to the Goods (including but not limited to invoices, dispatch orders, delivery notes and other documents) to present to the authorities upon request.

  • e.

    Pay the Service Fee fully and promptly to J&T.

  • f.

    Comply with the GTC, contract and the law.

  • g.

    To be responsible for the content of the Goods, comply with regulations on Refused Goods and relevant the law.

• RIGHTS AND OBLIGATIONS OF J&T
  • During providing the Service, J&T has the following rights and obligations:

  • a.

    Request the Customer to strictly comply with the requirements and instructions of the Ministry of Information and Communications.

  • b.

    Have the right to refuse to provide the Service if the Good is subject to Refused Goods.

  • c.

    Have the right to inspect and process the Goods or request the Customer to provide necessary information about the Goods.

  • d.

    To be paid the Service Fee in full and on time, including the time of resolving disputes and complaints.

  • e.

    To be responsible for receiving and resolving complaints and compensation for damages under regulations.

  • f.

    Ensure providing the Service under the postal service quality standards.

• DISCLAIMER

  • a.

    The Customer fails the regulations on prohibited goods, restricted circulation, Refused Goods and other the law, the regulations on packaging, to provide invoices and other documents leading to delays in delivery time;

  • b.

    Goods and documents detained, confiscated or destroyed by the competent authorities;

  • c.

    Damages arising from incorrectly declaring the content of the parcel and the information related to the Recipient by the Customer;

  • d.

    Damages arising from physical, biological, chemical or the natural characteristics of the Goods;

  • e.

    The packing by the Customer can’t protect the Goods during transportation despite the prior warning;

  • f.

    The Customer cannot prove that the parcel was lost or damaged due to transportation problems;

  • g.

    The Parcel has been successfully delivered, the Recipient signs to confirm a receipt of the goods in intact condition and there are no written complaints at the time of receipt;

  • h.

    Expire the complaints under J&T's regulations;

  • i.

    Force majeure cases as stipulated in the signed contract and/or the law (including but not limited to aircraft fire, earthquake, flood, volcano (natural disaster factors), war, violence, terrorism, organized robbery, armed robbery...).

  • j.

    The Customer breaches the GTC, or contract or the relevant laws.