Courier Terms

These Courier Terms set the rules for sending and delivering parcels with Courier, the parcel delivery service in the Savari app. They apply to everyone who takes part in a Courier delivery: the person who sends a parcel, the courier who carries it and, where this document says so, the person who receives it.

These Courier Terms are part of the Savari Terms of Use. Everything in the Terms of Use also applies to Courier, including the rules on accounts, payments, commission, wallets, safety and behaviour. Where these Courier Terms say something different about Courier, these Courier Terms apply to Courier.

By booking a delivery, making an offer on one or carrying one out, you accept these Courier Terms. If you do not accept them, do not use Courier.

The Privacy Policy explains how Savari handles the addresses, phone numbers and other details entered for a delivery. The Privacy Policy and the Terms of Use are both in the Legal section of the Savari app.

In these Courier Terms:

• "Savari", "we" and "us" mean the operator of the Savari app and its services;
• "sender" means the Savari user who books a delivery and pays for it;
• "courier" means a driver whom Savari has approved for Courier and who carries out a delivery;
• "recipient" means the person who is to receive a parcel at a drop-off point. A recipient does not need a Savari account;
• "parcel" means the goods the sender hands to the courier for delivery, whether they go to one stop or are split between several stops;
• "pickup point" means the address where the courier collects the parcel, and "drop-off point" or "stop" means an address where a parcel is to be handed over;
• "drop-off code" means the one-time code for a stop that the recipient gives to the courier when the parcel is handed over;
• "return code" means the one-time code the sender gives to the courier when undelivered parcels are brought back;
• "agreed fare" means the fare fixed when the sender accepts a courier's offer, and "return fare" means the extra amount due when parcels have to be brought back.

Courier lets a sender find a nearby courier to carry parcels from one pickup point to one or more drop-off points in the same city, for a fare that the sender and the courier agree in the app. The sender chooses whether the parcel travels by motorcycle or by car.

Savari provides the app that brings senders and couriers together. It suggests fares, passes on offers, creates the hand-over codes and keeps a record of each delivery. Savari does not carry parcels itself. Couriers are independent service providers who decide for themselves which requests to make offers on; they are not employees or agents of Savari.

So that everyone knows what to expect, Courier does not include:

• carrying people: a courier carries parcels only, and neither the sender nor the recipient travels with the parcel;
• storing parcels: Savari has no warehouse or depot, so a parcel that cannot be delivered goes back to the sender;
• collecting money for goods: Courier is not a cash-on-delivery service, and the courier does not collect the price of the goods, or any other money, from the recipient for the sender;
• insurance: the fare does not include any cover for the parcel or its contents;
• deliveries from one city to another, as section 4 explains.

Every drop-off point must be in the same city as the pickup point. At the moment Savari does not offer parcel delivery from one city to another. Neighbouring cities that Savari treats as one connected area, such as Islamabad and Rawalpindi, count as one city for this rule.

The app checks this when you enter the drop-off points. If a drop-off point is in another city, the app tells you so and does not let you continue until you change it.

Sometimes the app cannot work out which city an address belongs to, and then it lets the request go ahead. The rule still applies in that case: do not use Courier to send a parcel to another city, even when the app does not stop you.

To book a delivery, the sender enters:

• the pickup point;
• each drop-off point, up to the number of stops the app allows, together with the phone number of the recipient at that stop;
• how the parcel is handed over: To door, where the courier brings it to the door, or To building, where the courier hands it over at the building;
• the package size: Small, Medium or Large. Each size has a highest weight, which the app shows;
• whether the parcel is fragile. The app shows the extra percentage that the fragile option adds to the suggested fare;
• any comments for the courier;
• the vehicle type, motorcycle or car;
• the fare the sender offers and the payment method.

The sender must make sure that all of this is correct and complete. Each address must be precise enough for a courier to find, and each phone number must belong to the person who will receive the parcel at that stop.

Couriers can read the comments before they make an offer. Use them only for what a courier needs to know, such as a floor number, a landmark or a request for help with carrying, and never for passwords, hand-over codes or payment details.

Choose a size and a vehicle that suit the parcel. A courier may refuse a parcel that is heavier than the chosen size allows, or too big to carry safely on the chosen vehicle.

A sender can have only one courier search or active delivery open at a time.

The app suggests a fare for each delivery from fare tables that Savari sets. The distance and expected time of the route, the vehicle type, the demand at that moment, the package size and the fragile option all affect the suggestion. The sender then offers a fare inside the range the app allows.

Nearby couriers who are approved for Courier and use the chosen vehicle type see the request: the pickup and drop-off points, the number of stops, the package size, the hand-over type, whether the parcel is fragile, the comments, the offered fare, and the sender's name and rating. A courier can accept the sender's fare or send a counter-offer, up to the highest amount the app allows. Offers stay open only for a limited time.

The sender sees each offer with the courier's name, photo, rating, number of completed deliveries, vehicle, number plate, expected arrival time and fare, and chooses one of them. The delivery is agreed at the moment the sender accepts an offer, at the fare in that offer. If no offer suits the sender, they can keep searching or cancel the request.

The sender pays the agreed fare by the method chosen when booking: cash to the courier, the Savari wallet, or both together (the wallet first and the rest in cash). Any wallet part is taken from the wallet when the delivery is completed. Senders pay Savari no commission and no booking fee. When parcels have to be brought back, a return fare is also due, as section 16 explains.

Couriers pay Savari a commission on each delivery, as the Terms of Use explain. It is a percentage of the fare, set by Savari, and it is taken from the courier's driving balance at the moment the sender accepts the courier's offer. When the delivery is completed, the commission is worked out again on the final fare and any difference is settled.

Before making an offer, the courier sees the commission amount and whether their driving balance covers it. A courier whose balance cannot cover the commission cannot make an offer or be accepted.

Once a delivery is agreed, the commission is neither refunded nor charged again, whether the delivery is later cancelled, ends with a return or is completed. Savari takes no commission on a return fare: the whole return fare goes to the courier.

Courier is meant for everyday goods that are legal to own and carry in Pakistan, that one person can hand over and carry safely, and that fit the size and weight limits the app shows. For example:

• letters, papers and documents;
• clothes, shoes, bags and fabric;
• books, stationery and office supplies;
• household goods, tools and spare parts that are safe to carry;
• small electronics and accessories, packed so that they are protected;
• gifts, and sealed, packaged food that does not need to be kept hot or cold.

The sender must own the goods or have the right to send them, and must have obtained them lawfully.

Never send any of the following with Courier:

• anything that is illegal to own, sell or carry in Pakistan, and goods that are stolen, smuggled, fake or pirated;
• narcotics and other controlled substances, and medicines whose supply the law restricts;
• weapons of any kind, including firearms and their parts, bullets and cartridges, knives made for fighting, and toy or replica guns that look real;
• explosives, fireworks, and anything that can catch fire or burst, such as petrol, gas cylinders or lighter refills;
• acids and other substances that are poisonous, corrosive, radioactive or infectious, and medical or laboratory samples;
• live animals or birds, and human or animal remains;
• cash in any currency, prize bonds, cheques, bank cards and anything else that can be exchanged for money;
• gold, silver, jewellery, precious stones and other goods of high value;
• alcohol and other intoxicants;
• obscene material, and any material that it is an offence in Pakistan to have or to pass on;
• goods that must be kept hot or cold, or that need a specially equipped vehicle;
• liquids that are not in sealed, leak-proof containers, and anything that leaks, smells strongly or could stain or harm the vehicle or other parcels;
• anything larger or heavier than the chosen size allows, or than one person can safely carry on the chosen vehicle.

If you are not sure whether an item is allowed, do not send it. A sender who sends a prohibited item is responsible for what follows, including any loss that the courier or Savari suffers because of it. Where the law requires it, or where Savari believes a crime may be involved, Savari may report the matter to the police and give them the details of the delivery.

The sender is responsible for packing each parcel so that it comes through an ordinary journey by motorcycle or car, with its bumps, sudden braking and weather. In particular:

• close and seal every package, and use a strong box or bag of the right size;
• wrap breakable items in padding, and choose the fragile option when you book;
• keep liquids upright in sealed containers, packed so that a leak cannot reach anything else;
• when parcels go to different stops, mark each one clearly so that the courier knows which parcel belongs to which stop.

The fragile option asks the courier to take extra care, but it does not replace proper packing. Damage caused by weak or unsuitable packing is the sender's responsibility.

There is no code at pickup. Before handing a parcel over, check that the courier in front of you matches the name, photo, vehicle and number plate shown in the app. The courier confirms in the app that the parcel has been collected, and must do so only after you have handed it over.

The sender, or someone the sender arranges, gives the parcel to the courier at the pickup point. Couriers do not have to carry goods up or down stairs, or lift anything too heavy for one person. If you need help of that kind, say so in the comments when you book.

Before collecting a parcel, a courier may ask what it contains. A courier may refuse a parcel that seems to break these Courier Terms, for example because it is leaking, badly packed, bigger or heavier than booked, or because the sender will not say what is inside. The courier can then cancel the delivery before collecting the parcel, or report the problem in the app.

To deliver with Courier, a driver needs a courier approval from Savari, approved documents and a vehicle of a type that Savari accepts for Courier. If Savari rejects a required document or the vehicle, or a document expires, the courier cannot take deliveries until a replacement has been sent in through the app.

While carrying out a delivery, a courier must:

• go to the pickup point and then to each stop without needless delay, and obey traffic laws on the way;
• keep the parcel safe, dry and secure from the moment it is collected until it is handed over or brought back;
• not open a parcel after collecting it, use anything inside it, or give it to anyone who is not entitled to it;
• hand a parcel over only after entering the correct drop-off code for that stop;
• confirm arrival, delivery and every other step in the app truthfully, and only once it has really happened;
• use the names, phone numbers and addresses of senders and recipients only to carry out the delivery, and never keep, share or use them afterwards;
• never keep a parcel that could not be delivered: it goes back to the sender as section 15 explains.

Each stop has its own drop-off code. The codes are created when the courier confirms that the parcel has been collected, and Savari shows them only to the sender, in the app. Savari does not send codes or messages to recipients.

The sender shares each code only with the recipient at that stop, and must never give it to the courier. The recipient tells the courier the code at hand-over, and the courier enters it in the app. A stop counts as delivered only once the correct code has been entered.

Savari sets the number of digits in a code and how many wrong tries are allowed. Too many wrong tries lock the code. If a code is locked, lost, or may have been seen by someone else, the sender can get a new code for any stop that has not yet been delivered or marked as recipient not available. The old code stops working at once, and the sender must share the new one with the recipient.

A courier must not hand over a parcel without the correct code, even when the person at the door says they are the recipient. If the recipient cannot give the code, the courier should contact the sender through the chat or call in the app so that the sender can sort it out.

The sender is responsible for arranging each delivery with its recipient. In particular, the sender must:

• have the recipient's agreement before giving their phone number to Savari and to the courier;
• tell the recipient that a parcel is coming and roughly when;
• make sure the recipient, or someone they trust with the code, will be at the drop-off point to receive it;
• share the drop-off code with the recipient once the app shows it.

While the delivery is running, the courier can see the phone number the sender entered for each recipient, so that the courier can reach the recipient if needed.

The recipient gives the courier the drop-off code, receives the parcel and looks it over at hand-over. If the parcel looks damaged or opened, the recipient should tell the courier and the sender at once, and the sender should report it straight away, as section 18 explains.

A recipient who does not use Savari is not bound by the Savari Terms of Use. The sender remains responsible to Savari for arranging the hand-over as these Courier Terms describe.

A delivery can have several drop-off points, up to the number the app allows when you book. All of them share the same pickup point.

The courier handles the stops one at a time, in the order the sender entered them. At each stop the courier confirms arrival in the app, and then either enters the drop-off code or marks the recipient as not available. The app tells the sender when the courier reaches a stop and what happened there.

The delivery is completed once the parcel has been delivered at every stop. If the recipient at any stop was not available, the delivery is completed only after the undelivered parcels have been brought back to the sender, as section 15 explains.

Before marking a recipient as not available, the courier should wait a reasonable time at the stop, try the recipient's phone number, and try to reach the sender through the app.

Marking a recipient as not available cannot be undone. The courier goes on to the remaining stops. Once every stop has been handled, the courier brings all undelivered parcels back to the pickup point. Nobody may receive a parcel at a stop without its drop-off code, so the courier must not leave it with a neighbour, a guard or a shop instead.

As soon as the first recipient is marked as not available, Savari gives the sender a return code in the app. One return code covers every parcel coming back. The sender, or a person the sender trusts with the code, must be at the pickup point to take the parcels back, and gives the return code to the courier only once the parcels are really back in their hands.

The return code works like a drop-off code: too many wrong tries lock it, and the sender can get a new one, after which the old one no longer works.

Savari does not store parcels. If nobody takes the parcels back at the pickup point, the sender or the courier should report the problem in the app so that Savari's team can review the case.

When parcels have to be brought back, a return fare is added. It is a percentage of the agreed fare, set by Savari, and the app shows the amount when the return starts. The agreed fare stays due in full as well, because the courier has made the journey to the stops.

The sender pays the return fare when the parcels are handed back, in one of two ways:

• Cash: the sender pays the courier in cash.
• Wallet: the courier asks for the return fare from the sender's Savari wallet, and the app takes it from the wallet only after the sender taps Yes. Nothing is taken from the wallet without the sender's agreement.

If the sender says No to a wallet payment, the courier can take the return fare in cash instead. If the wallet balance is not enough, the sender can switch the request to cash. The courier finishes the delivery by entering the return code and recording how the return fare was paid, and the delivery cannot be completed until the return fare has been paid in one of these ways.

The whole return fare goes to the courier, and Savari takes no commission on it.

Savari's team can also start a return when it settles a reported problem, as section 18 explains. The return code and the return fare then work in the same way.

Until the sender accepts an offer, the sender can cancel the search at any time.

Once a delivery is agreed, the sender or the courier can cancel it only until the courier confirms that the parcel has been collected. To cancel, choose a reason from the list in the app; some reasons also ask for a short note.

Senders pay no cancellation fee. As section 7 explains, the courier's commission is not refunded when a delivery is cancelled, whoever cancels it.

After the parcel has been collected, the delivery can no longer be cancelled. From then on, any problem is handled through Report a problem, as section 18 explains.

While a delivery is running, from the moment it is agreed until it ends, the sender and the courier can each tap Report a problem on the delivery screen and choose the problem that fits. A sender can report, for example, that the courier is not responding, that the delivery is too slow, that a recipient did not get the parcel or that the parcel is damaged. A courier can report, for example, that the sender is not responding, that an address cannot be found, that something is wrong with the parcel or that their vehicle has broken down.

Savari's team may also review a delivery on its own initiative, for example when it is still running long after it was agreed.

Savari's team looks at the record of the delivery, which includes the time of each step, what happened at each stop, how the hand-over codes were used, the courier's route and location, and the chat and call records of the delivery. It then settles the case in one of these ways:

• marking the delivery as completed;
• starting a return of the parcels to the sender, if the parcel has been collected and the courier is still on the way to the stops;
• closing the case. Closing a delivery that is still running cancels it.

The app tells the sender and the courier what Savari's team decided and why. Savari may help the sender and the courier settle a disagreement between them, but it does not have to decide which of them is at fault.

After a delivery has ended, open the Help section of the app and choose Contact support, and include the details of the delivery.

From collection until hand-over or return, the courier must take reasonable care of the parcel. A courier who loses or damages a parcel through their own fault is responsible to the sender for it, within the limits the law sets.

A courier is not responsible for loss or damage caused by poor packing, by the nature of the goods themselves, by wrong or incomplete information from the sender, or by events that a careful courier could not have prevented.

Savari does not insure parcels, and the fare includes no insurance. Do not send anything you cannot afford to lose, and keep your own record of what you send.

Arrival times shown in the app are estimates. Traffic, weather, road closures and waiting at stops can make a delivery take longer.

If a parcel is lost or damaged, tell Savari as soon as possible: through Report a problem while the delivery is running, or through Contact support after it has ended. Savari will review the record of the delivery, may act against the courier under the Terms of Use, and may give the police the courier's details where the law allows.

The arrangement to carry a parcel is between the sender and the courier. Savari provides the app and support, but it is not the carrier. As far as the law of Pakistan allows, Savari is not responsible for:

• what a parcel contains, what it is worth, or whether it was lawful to send;
• loss of, damage to or delay of a parcel while the courier has it;
• a delivery that fails because a recipient was not available, because the information given was wrong or incomplete, or because a hand-over code reached the wrong person;
• indirect or knock-on losses, such as lost sales, lost profit or a missed deadline.

This section does not limit any responsibility that the law of Pakistan does not allow to be limited, and it does not take away anything the Terms of Use or the Privacy Policy promise you.

A sender who sends a prohibited item, or breaks these Courier Terms in another way, must make good any loss that the courier or Savari suffers as a result, to the extent the sender caused it.

If a sender or a courier breaks these Courier Terms, Savari may take the steps the Terms of Use describe, such as suspending the account or withdrawing a courier approval.

Savari treats the following as serious: sending a prohibited item, handing over a parcel without its drop-off code, confirming a step in the app that did not happen, keeping or opening a parcel, and misusing the phone number or address of a sender or recipient.

Savari may update these Courier Terms. The latest version is always in the Legal section of the app, with its effective date. For important changes, Savari will let you know through the app before they take effect.

Figures that Savari sets for Courier can change over time, such as the number of stops, the highest weight for each package size, the fragile surcharge, the length of the hand-over codes and the number of tries, and the return fare percentage. The app shows the figures that matter to you when you need them.

Like the Terms of Use, these Courier Terms are governed by the laws of the Islamic Republic of Pakistan. They are available in English, Urdu, Turkish, Arabic and German. If the versions differ, the English version applies.

For a question about these Courier Terms or about a delivery, open the Help section of the Savari app and choose Contact support, or email support@getsavari.com. When your question is about a particular delivery, include its details so that we can find it quickly.