Terms and conditions

Last updated: 4 October 2026

Draft for legal review. The highlighted parts must be filled with the company details and decisions before publishing.

These terms govern the use by stores of the Reloop platform provided by [Company legal name], commercial registration no. [CR number], VAT no. [VAT number] ("Reloop", "we"). By using the platform or activating your store account, you accept these terms and the privacy policy. If a signed agreement exists between you and Reloop, its terms prevail in case of conflict.

These terms are available in Arabic and English. If the two versions differ, the Arabic version prevails.

1. The service

Reloop is a platform for managing delivery and return shipments inside the Kingdom. You create shipments on the platform, through the API or by uploading a file. We assign them to carriers under contract with us and give you waybills, tracking and statements. Reloop chooses the carrier that carries out each shipment based on coverage and service.

2. Your account

• Store accounts are opened by the Reloop team. The store admin then invites the store's other users.
• You are responsible for keeping passwords and API keys secret, and for any use of your account. If you suspect unauthorised use, tell us immediately and revoke the key from the portal.
• We may suspend an account temporarily if we suspect misuse, or if amounts are overdue under the agreement.

3. Store obligations

• Enter correct and complete data: recipient name, mobile and address, weight and dimensions, content description and value.
• Pack the shipment properly to protect it in transit, and attach the Reloop waybill clearly.
• Do not ship prohibited or legally restricted goods, dangerous goods, cash or precious metals, or anything the carrier's terms prohibit. The detailed list of prohibited items is attached to the agreement.
• Have a lawful basis to share your customers' data with us for shipping, and inform them about it.

4. Prices and weight

• Prices follow the agreement or the price list approved for your account, plus 15% VAT.
• The chargeable weight is the greater of the actual weight and the volumetric weight calculated from the dimensions.
• If the carrier measures a different weight or dimensions than entered, we may adjust the price to the actual measurement.
• Failed delivery attempts and returns to the store are charged according to the price list.

5. Billing and payment

• We issue a periodic statement listing every shipment and its amount. Tax invoices are issued according to the requirements of the Zakat, Tax and Customs Authority.
• Payment is due within [payment term] of the statement date, unless the agreement says otherwise.
• Any objection to a statement must be submitted within [objection period, e.g. 14 days] of receiving it. After that the statement is considered approved.

6. Cancellation

You can cancel a shipment from the portal before pickup only. After pickup it cannot be cancelled, and the shipment continues its journey or is returned at the approved prices.

7. Delay, loss and damage

• Delivery times are estimates and count working days (Friday is the weekly day off, and the pickup day is not counted).
• Loss or damage claims must be submitted from the portal or to the Reloop team within [claim period] of the shipment's last status, with proof of the content value.
• Compensation is capped at the content value declared when the shipment was created and does not exceed the limit in the agreement, unless additional insurance has been agreed.
• Reloop is not liable for indirect damages or lost profits, or for delays caused by circumstances beyond its control or by incorrect data from the store.

8. API integration

The API is available according to the permissions enabled for your account, with a maximum number of requests per minute to protect the service. For large volumes, use file upload or contact us to raise the limit.

9. Intellectual property and confidentiality

The platform, its design and its software belong to Reloop. Both parties keep prices and exchanged business data confidential, and disclose them only with consent or upon a lawful request.

10. Changes and termination

We may change these terms and will inform stores [notice period, e.g. 30 days] before any material change applies. Either party may end the use according to the agreement. Amounts due and open claims remain in force after termination.

11. Governing law and jurisdiction

These terms are governed by the laws of the Kingdom of Saudi Arabia. Any dispute that is not settled amicably falls under the competent courts in [city].

12. Contact

[Support email] · [Phone number] · [National address]