Terms of Service

1. The service

SFEX picks up packages from vendors (shops and online sellers), carries them through our offices, and delivers them to customers, collecting cash on delivery on the vendor's behalf. The apps let customers follow and receive their orders, vendors create and manage orders and see their balances, and drivers carry out pickups and deliveries.

Delivery times shown in the apps are estimates. We work to deliver every order on time, but delays can happen because of traffic, weather, an unreachable customer or other causes outside our control.

2. Accounts

• You must be at least 13 years old to use the Customer app and at least 18 years old to hold a Vendor or Driver account.
• The information you give us — name, phone number, addresses, shop details and documents — must be true and kept up to date.
• Each account is tied to one phone number. You are responsible for everything done with your account, so keep your password and verification codes private and tell us at once if you think someone else is using it.
• Vendor accounts are active only after SFEX has verified your identity and approved the account.
• Driver accounts are created by SFEX. Your work with SFEX is also governed by your separate agreement with us; if it conflicts with these Terms, that agreement applies.

3. Terms for each app

4. Prohibited items and conduct

You may not use SFEX to send or deliver:

• anything illegal under the laws of Iraq or the Kurdistan Region;
• weapons, ammunition, explosives, drugs or controlled substances;
• flammable, toxic or otherwise dangerous materials;
• cash, gold or other valuables, unless agreed in writing with SFEX;
• live animals, or perishable goods that cannot survive the delivery time;
• any item on SFEX's prohibited items list, as updated from time to time.

SFEX may refuse, hold or return any package it reasonably believes breaks these rules, and may report illegal items to the authorities.

You also agree not to:

• place fake orders or use the apps for fraud;
• harass, threaten or abuse drivers, vendors, customers or SFEX staff;
• use contact details shared for a delivery for any other purpose;
• interfere with, copy, reverse-engineer or try to gain unauthorised access to the apps or our systems.

5. Fees and payments

• All amounts are in Iraqi dinars (IQD) and paid in cash. The apps do not take card payments.
• The delivery fee for each order is shown in the app. Who pays it — customer, vendor, or both — is set on the order.
• We may change delivery fees and other charges. Changes apply only to orders created after the change.

6. Cancellations and returns

• An order can be cancelled until it is delivered. A cancelled order is brought back to our office and returned to the vendor.
• Delivery fees for cancelled or refused orders are charged as set by SFEX or agreed with the vendor.
• Once an order is delivered and paid, returns and exchanges are arranged between the customer and the vendor.

7. Lost or damaged packages and our liability

• If a package is lost or damaged while in SFEX's care, report it to us as soon as possible. We investigate using the order's activity record.
• Unless agreed otherwise in writing, our liability for a lost or damaged package is limited to the item price recorded on the order. We are not liable for indirect losses such as lost profit or business.
• We are not liable for damage caused by poor packing, by the nature of the item, or by events outside our reasonable control.
• Nothing in these Terms limits any liability that cannot be limited by law.

The apps are provided "as is". We work to keep them available and correct, but we do not promise that they will always be uninterrupted or free of errors.

8. Suspending or closing an account

We may suspend or close an account that breaks these Terms, is used for fraud, or puts other users or our staff at risk. You can stop using the apps at any time and delete your account yourself from inside the app, as described on our account deletion page. Money owed between you and SFEX is settled before an account is closed.

How to delete your account

9. Privacy

How we collect and use personal data is explained in our Privacy Policy, which is part of these Terms.

Read the Privacy Policy

10. Apple App Store and Google Play

• These Terms are between you and SFEX only, not Apple or Google. SFEX, not Apple or Google, is responsible for the apps, their content, maintenance and support, and for handling any claim about them.
• Apple and Google have no obligation to provide maintenance or support for the apps. If an app fails to meet any applicable warranty, you may notify Apple and Apple may refund the purchase price (if any); Apple has no other warranty obligation.
• You confirm that you are not located in a country subject to a U.S. government embargo and are not on any U.S. government list of prohibited or restricted parties.
• Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.
• Your use of the apps must also follow the App Store and Google Play terms that apply to you.

11. Changes to these Terms

We may update these Terms. We will change the "Last updated" date above and, for significant changes, notify you in the app. Continuing to use the apps after a change means you accept the updated Terms.

12. Governing law

These Terms are governed by the laws applicable in the Kurdistan Region of Iraq. Any dispute that cannot be settled by contacting us first will be decided by the competent courts of Erbil.

13. Contact

• SFEX Logistics
• Email: info@sfexlog.com
• Phone: +964 750 105 1100
• Address: Erbil, Kurdistan Region, Iraq