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Terms & Conditions

  1. Terms Of Reference:
    1. 'Company' – refers to TUUDI 3PL SDN BHD & TUUDI PARCEL SDN BHD
    2. Consignments' – refers to the documents or/and parcels (or goods) to be transported or carried by the Company through its various means. The Company shall not be held liable for failure to execute its obligations directly or indirectly occasioned or in consequence of wars, strikes, riots and acts of God and/or conditions beyond the control of the Company. Save for the exceptions provided in clauses (D 4-6), the Company shall NOT be liable for losses and damages of any consignments handled by them, howsoever caused. Clients are therefore strongly advised to secure insurance cover for their consignments.
  2. Validity:
    1. Any business undertaken by the Company is carried out subject to the conditions set forth in this Standard Terms and Conditions unless excepted or varied in writing and signed by authorised personnel of the Company.
    2. The Company is NOT a common carrier and will only carry consignments in accordance to the terms and conditions stated herein.
  3. Restriction Of Carriage:
    1. Prohibited Items: The Company will not carry illegal, dangerous, hazardous, combustible or explosive material, perishables, heat sensitive items, livestock or plants, poison and drugs, precipitates, precious metal, precious or semi-precious stones, cash and cash equivalent, currency (paper or coin), financial certificates, antiques, priceless work of art and corpses. In the event any clients should consign such items with the Company, the client shall indemnify the Company for all claims, damages and expenses arising in connection therewith and the Company shall have the right to deal with such consignment as it deems fit including the right to abandon carriage of the same immediately upon having knowledge of consignment which infringes this condition. The right of inspection referred to in clause (D 2) shall also apply for the purposes of this clause.
    2. Ownership and Rights to Consign: The client warrants that it is authorised to accept and is accepting these conditions on behalf of all other persons who are or may have interest in the consignments and hereby undertake to indemnify the Company against any damages, costs and expenses resulting from any breach of this warranty.
  4. Company's Rights, Responsibilities And Liabilities:
    1. Rights to Handling Procedures: The Company undertakes (subject to terms of payments and rates notified to the clients from time to time), to manage and carry consignments from its clients in accordance to its own systems and procedures of handling, storage and transportation modes and is under no obligation to divulge any information of its handling procedures to its clients.
    2. Inspection Rights: The Company reserves the rights to inspect all consignments to assess if they are capable of carriage to the places of destination. Nevertheless, the Company does NOT warrant that any consignment carried is capable of carriage without infringing the law of any countries through which the consignment may be carried.
    3. Rights to Refuse Carriage: The Company reserves the right to refuse carriage of any consignments at its absolute discretion without any obligation to provide the reason thereof.
    4. Rights to Pending Items: The Company reserves the option to sell / dispose / return any consignments which cannot be delivered, or were not collected or not accepted by the consignee any time after a maximum of 30 days from date notice is given to the sender of the failed delivery. Any communication or correspondence from the Company to inform that the goods cannot be delivered shall be conclusive evidence of the fact. All charges and expenses arising in connection with the sale, disposal or return of the goods shall be paid by the client. No residual value shall be paid to the client.
    5. Liability of the Company: The Company is responsible to handle all consignments with care whilst they are within its custody and control. Notwithstanding this and subject to clauses (D 5) and (D 6) hereof, the Company shall compensate the client for damaged or missing consignments only when it is caused by the Company’s negligence whilst the consignment is in its custody.
    6. No Liability on Consequential Loss: The Company is not responsible to compensate for any nature of consequential losses. The Company shall not be liable for any loss or damage incurred by the client due to any delays in the carriage which are beyond the control of the Company.
    7. Extent of Liability: In respect of the Company's compensation for damaged or missing consignments as provided in clause (D 4) above. It shall be limited to the lower of replacement costs or RM200.00 per Consignment Note. Notwithstanding this, the Company is under no obligation to provide any compensation in the event the client has overdue amounts still unpaid to the Company.
    8. Uncompensated Item: The Company is not responsible to compensate for any losses and damages item that fall under Prohibited item if client still proceed for delivery.
    9. Claims Procedures: Any claim brought against the Company must be notified in writing to the office of the Company within 24 hours from the day when the consignment should have reached their destination.
    10. Others: The Company herein acts as agents for its clients when consigning shipments for onward carriage. Without prejudice to its general right of subrogation hereunder, the Company shall have the right to recover compensation from these carriers for losses, damages or expenses incurred by the clients or/and the company.
  5. Client's Responsibilities:
    1. Non-compliance: The client shall assume full liability for all loss, damages and expenses arising as a result of its failure to comply with its obligations under this Agreement or as a result of its negligence.
    2. Default of Payments by Client: The client acknowledges that the Company is involved in the business of transportation of goods and agrees to honor and pay the Company in accordance to agreed payment terms. Should the client default in payment, the Company reserves the right to suspend all services, retain all consignments in its custody and take all other necessary actions to recover the overdue payments.
    3. Default of Payments by Receiver: Should the client instruct that the receiver be liable for payments for the carriage or customs taxes, then the client shall be liable for such payments in the event of default by the receiver.
    4. Compounds and Penalties: The Company is not liable for any penalties, loss or damage of consignments incurred due to the consignments being impounded by customs or similar authorities and the client agrees to indemnify the Company for any expenses incurred.
    5. Packaging: It is the sender’s responsibility to ensure that the consignments are adequately and properly packed and the Company shall not be held accountable for consequences caused by inadequate or inappropriate packaging. The Company may carry out additional packaging deemed necessary to enable delivery of the consignment and costs associated with these packaging services shall be borne by the shipper. Notwithstanding this, the Company does NOT warrant that:
      1. It shall check the adequacy and appropriateness of the packaging every consignment; and
      2. Even if the consignments had been re-packed, that it shall arrive and be delivered in good order.
    6. Preparation of Consignment Note: Client must ensure all delivery information including address and contact numbers given on the Consignment Notes is correct and complete, properly and legibly written to enable effective delivery. Wrong or inadequate information given may result in the consignment being charged multiple times and delays in delivery.
  6. Force Declaration
    1. A party (“Affected Party”) is not liable for any delay or failure to perform an obligation under this Contract caused by:-
      1. An act of GOD;
      2. War, riot, insurrection, vandalism, or sabotage;
      3. Strike, lockout, ban, limitation of work or other industrial disturbance;
      4. Law, rule or regulation of any government or governmental agency and executive or act of general or particular application; or
      5. Disruption to transport facilities or other civil infrastructure or services.
    2. The affected Party must notify the other Party as soon as practical of any anticipated delay or failure caused by an event referred to in Clause (E 3) (“Event”)
    3. Amendment / Variation / Addition
      No amendment of or variation/addition to the provisions of this agreement shall be binding or effective unless it is in writing and signed by both the parties.
    4. Governing Law And Jurisdiction
      The Law governing this contract is the Law of Malaysia.
  7. Payment
    1. Payment must be made via online transfer into our Hong Leong Bank Account (TUUDI 3PL SDN BHD – 04501004680).
  8. Cancellations & Refunds
    1. You can cancel your order before rider accepted the job order. Your entire order amount will be refund under Your Tuudi Credit. Unfortunately, an order cannot be cancelled once the parcel has been accepted by rider (Status can check thru Tuudi tracking system). All cancellation will be submitted to finance for refund and process will be taken 5 working days.
  9. Topup Credit Refunds
    1. All accumulated points are refundable upon approval by the Finance Department.
    2. The processing fee is RM25 and the processing time is 30 working days.
    3. Points reward will be deducted on the transaction basis of top-up points.
    4. Please inform us by sending official email to [email protected] / 01151001133.
    1. The Sender is strongly recommended to purchase Parcel Protection if the value of the item is more than the maximum limit of compensation amount provided by the company If the sender did not insure his parcel, in the event when the entire parcel or any part of the parcel thereof has been lost or damaged during the transportation, the compensation shall be based on Clause D(7)- limited liability.
    2. In addition to Condition and to all the other condition listed in Terms and Conditions (whichever applicable), the following shall form part of the agreement and/or serves as a notice to the Sender:-
    3. The sender may purchase Parcel Protection from TUUDI to insure his own goods at a rate of 1.0% of the parcel actual cost or value. The maximum coverage limit of the insurance shall be capped at RM5,000.00
    4. Sender is responsible to ensure Parcel Protection is purchased for posting out any item with correct value as per purchase invoice.
    5. There is no obligation from TUUDI to recommend a shipment to be insured and Sender, at Sender’s own risk, shall procure any additional insurance coverage at own cost.
    6. The Sender who purchases the Parcel Protection by TUUDI must completely and accurately declares the contents and value of the insured item. TUUDI shall not be responsible for any claim or freight charges or any other costs for, including but not limited to, any false, misrepresentation, inconsistent, misleading, illegal, incomplete and/or complex statement.
    7. No further Parcel Protection can be purchase or accepted upon full payment of shipment fee or once delivery commenced. TUUDI will refund only the fee charge for Parcel Protection (insurance fee) in the event a particular parcel is not insurable and/or fall outside the scope of insurance coverage as provided by insurer or in the event such insurance fee been received intentionally or unintentionally by TUUDI.
    8. Insurance coverage of such procured does not serve as a guarantee that the shipment is free from damage or guarantee of compensation; such insurance coverage shall only effect / vary the total amount of compensation.
    9. If Sender has an extremely time-sensitive shipment; the loss or delay of which may result in consequential damages; or require higher insured amount, the sender shall contact his own insurance agent or broker to insure against such risks, as TUUDI does not provide Parcel Protection of such liabilities.
    10. TUUDI will not be responsible for the insurance claim if the actual item value conflicts with the declared value. In the event of the foregoing, the Company will compensate according to the actual value, market value or insured value, whichever lower in amount. Any partial damage or partial loss to the content insured, shall be compensated partially. Final compensation amount is determined by TUUDI and/or by the TUUDI's insurer at its sole discretion.
  11. Prohibited Items
    1. We shall not accept any prohibited items as:
      • Gases, pyrotechnics, arms and ammunition, combustible substance or corrosive, toxic, flammable, explosive, oxidizing or radioactive materials or any other noxious, dangerous or hazardous goods, unlawful goods or goods likely to cause damage.
      • Money, prohibited drugs, liquids, foodstuff, perishable goods, coins, or plants or plant seeds or derivatives.
      • Any high value items including without limitation jewellery, bullion, deeds, bonds, securities, stamps and antiques.
      • All kind of Animal.
  12. Complaints Process
    How do I submit a complaint?
    1. Did you know?
      We have enhanced our tracking service where you can now divert your parcel when it's out for delivery by using our divert service
      If your parcel has been delivered and you need more information about it, we offer the below services*;
      • Detailed tracking information
      • A photo and map of where your parcel was delivered to
      • Name and signature of the person who took delivery
      • Email notifications with delivery confirmation, including all of the above
      Please visit our tracking page to see the above information.
    2. How do I submit a complaint?
      You can contact our Customer Service Team between the hours of 9AM-6PM Monday to Friday at +6011-51001133. If your enquiry is urgent, they are here to support you.
      The complaints procedure below details how your complaint will be handled and what you can expect from our Customer Relations Team.
    3. Who should I complain to?
      If you are not happy with TUUDI and the service we have provided, you should contact the Customer Service Department in the first instance at. If you are not happy with the response you have received and wish to have your complaint reviewed, our Customer Relations Team is available to investigate your complaint further.
    4. What should I expect when I have made a complaint?
      The team will immediately acknowledge each complaint that is sent in so that you can be assured that it has been received. Your complaint will then be investigated by our Customer Relations Team. If we can resolve the complaint immediately, we will contact you with a final response. If we need to investigate your complaint further, we will keep you informed of the progress until a resolution has been reached and we can issue a final response.
    5. What if I am not happy with the resolution to my complaint?
      You can appeal a final response and this will be reviewed by our Customer Relations Manager who will respond to you within 5 working days. They will advise whether the previous decision has been upheld or over-ruled.
    6. What we do with complaints data?
      We appreciate you taking the time to contact us with your complaint and for giving us the opportunity to rectify any issues that you may have. Your feedback regarding our processes is of the utmost importance as we are constantly seeking ways to improve the service we provide to our customers.
  13. Submit a complaint
    If you have already contacted our Customer Service Team, please email the details of your complaint to [email protected] providing a tracking number and your contact telephone number where possible to ensure a swift resolution.
    Please remember that if your parcel is still in the network it may be beneficial to contact our Customer Service Team where you will get an answer within 24 hours.