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Terms & Conditions

 

Terms and Conditions

Effective Date: May 19, 2026

Welcome to Redex. These Terms and Conditions ("Terms") govern your use of the logistics and transportation services provided by Redex Urban Transportation LLC ("Redex," "we," "us," or "our"). Please read them carefully.

1. Acceptance of Terms

By creating an account, placing an order, or otherwise using our services, you confirm that you have read, understood, and agreed to be bound by these Terms and by our Privacy Policy and Return Policy. Acceptance occurs when you tap "Continue" during registration, where the link to these Terms is presented. You may also review the latest version of these Terms at any time from your Profile within the app.

If you do not agree to these Terms, you may not use our services.

2. Eligibility

To use our services, you must:

  • Be at least 18 years old.
  • Have the legal capacity to enter into a binding contract under applicable law.
  • Use the service for lawful purposes only and in compliance with these Terms.

3. Scope of Services

Redex provides logistics and transportation services, including the pickup, handling, and delivery of shipments as requested through our app or website, in accordance with the agreed-upon terms in each service order.

These Terms apply to the Redex customer app. Drivers and couriers are governed by a separate agreement and a separate driver application.

4. Account Registration

To use our services you must create a user account. You agree to:

  • Provide accurate, complete, and current information during registration.
  • Keep your account credentials confidential and not share them with third parties.
  • Notify us immediately of any unauthorized use of your account.
  • Be responsible for all activities that occur under your account.

You may delete your account at any time through the in-app Profile section, the contact form at redexgo.com/contact-info, or by emailing [email protected].

5. Client Responsibilities

By engaging our services, you agree to:

  • Provide Accurate Information: Supply correct shipment details, including dimensions, weight, value, content description, pickup and delivery addresses, recipient contact information, and any special handling instructions.
  • Proper Packaging: Package shipments securely to prevent damage or loss. Redex is not liable for damages arising from inadequate packaging.
  • Compliance with Laws: Ensure that the contents of shipments comply with all applicable UAE laws and any other applicable local or international laws, including import/export restrictions.
  • Payment of Fees: Pay all fees associated with the shipment, including transportation fees, fuel surcharges, customs duties, COD fees (if applicable), and applicable taxes.

6. Prohibited and Restricted Items

We do not transport items that are prohibited or restricted by law, including but not limited to:

  • Hazardous, toxic, flammable, or radioactive materials
  • Perishable items (without prior arrangement)
  • Firearms, ammunition, or explosives
  • Illegal drugs, narcotics, or controlled substances
  • Counterfeit goods or items infringing intellectual property rights
  • Currency, precious metals, or jewelry above declared service limits
  • Live animals
  • Any items prohibited under the laws of the United Arab Emirates

If a shipment is found to contain prohibited or restricted items, we reserve the right to reject, dispose of, or return the shipment at your cost, without any liability to Redex. We may also report such shipments to the relevant authorities where required by law.

7. Pricing, VAT, and Payment Terms

  • Pricing: Our pricing is based on shipment weight, dimensions, distance, service level, and any add-ons selected. Pricing is subject to change without prior notice for future orders, but the price quoted at the time of order confirmation will apply to that order.
  • VAT: All prices displayed are exclusive of VAT. 5% UAE Value Added Tax (VAT) will be added at checkout where applicable.
  • Payment Methods: Payment may be made through the methods supported in the app, including credit/debit cards, bank transfer (for business clients), or Cash on Delivery (COD) where available.
  • Invoices (Business Clients): Invoices are due as per the agreed payment terms in the service agreement.
  • Cancellation Fees: Cancellations made after pickup or after order processing has begun may incur a cancellation fee. See Section 9 for details.

8. Cash on Delivery (COD)

Where COD is offered:

  • The recipient must pay the full COD amount to the driver at the time of delivery, in the currency and method specified at order confirmation.
  • COD amounts collected on behalf of the sender will be settled to the sender's registered account in accordance with Redex's settlement schedule.
  • A COD handling fee may apply and will be disclosed at the time of order placement.
  • If the recipient refuses or is unable to pay the COD amount, the shipment will be treated as a failed delivery (see Section 9).

9. Pickup, Delivery, and Failed Delivery

  • Delivery Timeframes: Delivery timeframes provided are estimates and not guarantees. Delays may occur due to factors outside our control.
  • Failed Delivery: If a delivery attempt is unsuccessful due to incorrect address, unavailability of the recipient, refusal of the shipment, or refusal of COD payment, Redex will make one (1) delivery attempt. After an unsuccessful attempt, the shipment will be returned to the sender, and the sender may be charged a return shipping fee.
  • Redirection Requests: Requests to change the delivery address after the shipment has been dispatched may incur an additional fee and are subject to operational feasibility.
  • Proof of Delivery: Delivery is considered complete when the recipient or an authorized representative acknowledges receipt of the shipment, by signature, OTP, photo confirmation, or any other method recorded by Redex.

10. Cancellation and Refunds

  • Before Pickup: Orders cancelled before pickup are eligible for a full refund.
  • After Pickup, Before Delivery: Cancellations after pickup may be subject to a cancellation fee covering work already performed.
  • After Delivery: Once a shipment is delivered, the order is considered fulfilled and is non-refundable, except in cases of damage, loss, or service failure as described in Section 13.
  • Refund Processing: Approved refunds will be processed within 14 business days and credited back to the original payment method used at checkout.

For full return and refund details, please refer to our Return Policy.

11. Limitation of Liability

  • General Limitation: Redex will not be liable for any damage, loss, or delay arising from factors outside our reasonable control, including weather conditions, natural disasters, strikes, regulatory actions, civil unrest, or other force majeure events (see Section 17).
  • Damage or Loss of Shipments: Our liability for lost or damaged shipments is limited to a maximum of AED 500 per shipment, unless you have purchased additional insurance or declared a higher value at the time of order, in which case the declared value (capped at the insured amount) shall apply.
  • Consequential Damages: We are not liable for any consequential, indirect, incidental, or special damages, including lost profits, loss of business, or loss of goodwill, regardless of the cause.

12. Insurance

Redex takes reasonable precautions to protect all shipments. For high-value shipments, we strongly recommend purchasing additional insurance at the time of order placement. Contact our customer service team for available insurance options.

13. Claims Process

To file a claim for damage or loss, please follow these steps:

  • Damage Claims: Notify our customer service team in writing within 7 days of delivery.
  • Lost Shipment Claims: Notify our customer service team in writing within 30 days of the expected delivery date.
  • Documentation: Provide all relevant evidence, including photos of the damage and packaging, the shipment number, invoices, and any other supporting documents.
  • Claim Review: We will review your claim and respond within a reasonable timeframe. If valid, the claim will be processed in accordance with the liability limits in Section 11.

Failure to notify Redex within the timeframes above releases Redex from any liability for the claim.

14. Right to Inspect

Redex reserves the right to inspect any shipment at any time to ensure compliance with applicable laws and these Terms. However, we are not obligated to inspect, and our failure to inspect does not constitute acceptance of prohibited or restricted items.

15. Account Suspension and Termination

We may suspend or terminate your account, with or without notice, if you:

  • Breach these Terms or our Privacy Policy.
  • Attempt to ship prohibited or restricted items.
  • Engage in fraudulent activity, including fraudulent chargebacks or false claims.
  • Abuse, harass, or threaten Redex staff, drivers, or other users.
  • Use the service in any unlawful manner.

You may terminate your account at any time as described in Section 4.

16. Indemnification

You agree to indemnify, defend, and hold harmless Redex and its affiliates, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of or connected to:

  • Your breach of these Terms.
  • Your violation of any applicable laws or regulations.
  • The content of any shipment that violates third-party rights, including intellectual property or privacy rights.
  • Any inaccurate information you provided in connection with a shipment.

17. Force Majeure

Redex shall not be held liable for any failure or delay in performing its obligations under these Terms where such failure results from causes beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, civil unrest, government action, regulatory restrictions, labor disputes, pandemics, cyberattacks, or failure of telecommunications or transportation networks.

18. Confidentiality and Data Protection

We respect your privacy and handle all personal and business information in accordance with our Privacy Policy. We implement reasonable measures to protect your data and use it only as necessary to provide our services.

19. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising out of or in connection with these Terms or our services shall be subject to the exclusive jurisdiction of the Courts of Dubai, UAE.

20. Changes to These Terms

We may update these Terms from time to time to reflect changes in our practices or for legal or regulatory reasons. The updated version will be posted within the app and on our website, with a revised effective date. Continued use of our services after the effective date constitutes acceptance of the revised Terms.

21. Severability and Entire Agreement

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. These Terms, together with the Privacy Policy and Return Policy, constitute the entire agreement between you and Redex regarding your use of our services and supersede any prior agreements or understandings.

22. Contact Us

For questions regarding these Terms or our services, please contact:

Redex Urban Transportation LLC

Email: [email protected] Phone: +971 58 515 5559 Address: 364-595 Bin Dasmal Building, Al Quoz Industrial First, Dubai, UAE.