Terms & Conditions
Last Updated: November 30, 2025
Welcome to AlshrouqGO , operated by Alshrouq Express for Telecom & Information Technology (“AlshrouqGO”) , a digital marketplace connecting customers (“Users”) with independent couriers (“Couriers”) for on-demand deliveries and errands.
By creating an account or using the AlshrouqGO mobile application, website, or related services (the "Platform" ), you acknowledge that you have read, understood, and agree to be legally bound by these Terms of Use.
1. Eligibility
To use the Platform you must:
- Be at least 18 years old
- Have legal capacity to enter into binding agreements
- Provide accurate and up-to-date account information
2. Platform Nature & Courier Status
AlshrouqGO operates solely as a technology marketplace that facilitates connections between Users and Couriers.
“Couriers providing delivery services through the Platform operate strictly as independent contractors.
No courier is an employee, agent, or representative of AlshrouqGO under any circumstances, regardless of any recruitment, coordination, onboarding, or operational arrangements.”
AlshrouqGO does not perform delivery services directly and does not assume responsibility for the actions or omissions of Couriers , except where required by mandatory Saudi consumer protection law.
3. Order Creation
When submitting an order, Users confirm and accept full responsibility that:
- Pickup and delivery addresses are correct
- All package or task descriptions are accurate and complete
- Requested items are lawful and permitted for transport within Saudi Arabia
- The Courier reserves the right to determine the appropriate method for declaring or verifying the contents of any package or requested item, in accordance with its internal policies and applicable laws.
- The Courier reserves the right to determine the appropriate method for declaring or verifying the contents of any package or requested item, in accordance with its internal policies and applicable laws.
Errors or omissions in order details are the sole responsibility of the User.
4. Strictly Prohibited Items
The following items are strictly forbidden and must never be requested for delivery:
- Alcohol or any alcoholic products — under any circumstances (absolute prohibition)
- Illegal drugs or controlled substances
- Weapons, firearms, ammunition, or explosives
- Cash, jewelry, high-value items, or negotiable instruments
- Animals or livestock
- Hazardous, toxic, or flammable materials
- Counterfeit or pirated goods
- Any items prohibited under the laws of the Kingdom of Saudi Arabia
- Counterfeit or pirated goods
- Any items prohibited under the laws of the Kingdom of Saudi Arabia
Any violation may result in immediate account termination and referral to relevant authorities.
5. Pricing & Payment
Dynamic Pricing
All delivery fees are dynamically calculated based on:
- Distance traveled
- Estimated trip duration
- Delivery time requirements
- Peak demand periods
- Service zones
- Courier availability and traffic conditions
Final pricing is displayed transparently to the User before confirmation of the order. By confirming your request, you consent to the displayed delivery charge.
Payment Authorization
- Payment is made from the User’s AlshrouqGO wallet .
- The wallet is charged BEFORE the order is fully confirmed.
- Payment transactions are processed via a trusted, licensed third-party payment gateway legally authorized to operate within Saudi Arabia.
- AlshrouqGO does not store or process credit or debit card information directly.
By placing an order, Users irrevocably authorize the payment gateway to charge the wallet for the confirmed amount.
6. Cancellation & Refund Policy
No Customer Cancellation
All orders are final once confirmed and cannot be cancelled by Users under any circumstances.
Refund Eligibility
Payments are NON-REFUNDABLE , except when delivery is not completed due to:
- Courier cancellation,
- Platform or system technical failure, or
- Service fault attributable to AlshrouqGO or its Couriers.
Refund determinations are made exclusively by AlshrouqGO Support in accordance with applicable Saudi Consumer Protection regulations.
Refunds Are NOT Issued For:
- Customer mistakes or incorrect delivery information.
- Recipient unavailability or refusal.
- Change of mind or dissatisfaction with courier speed.
- Any failure caused by User error or receiver issues.
7. Delivery Risk
Once the courier collects the item:
- Risk of loss, damage, or delay transfers solely to the User.
- AlshrouqGO does not insure packages or cargo under any circumstance.
- Declared item value does not create additional liability.
- Declared item value does not create additional liability.
8. User Conduct
Users must:
- Act respectfully toward Couriers.
- Use the Platform for lawful purposes only.
- Refrain from abuse, harassment, manipulation, or fraud.
Violation of conduct standards may result in immediate suspension or permanent account termination.
9. Limitation of Liability
AlshrouqGO provides technology matchmaking services only and assumes no responsibility for courier conduct or third-party actions.
However:
Nothing in these Terms removes or limits mandatory consumer protections required under Saudi law, including refund obligations where delivery fails due to service fault.
Where liability is legally imposed, AlshrouqGO’s liability is limited strictly to the delivery service fee paid for the affected order and excludes any indirect, incidental, or consequential damages.
10. Account Termination
AlshrouqGO reserves the right to suspend or permanently deactivate any account that:
- Violates these Terms,
- Requests prohibited deliveries,
- Commits fraud or abuse,
- Engages in unlawful activity.
11. Amendments
These Terms may be updated at any time. Continued use of the Platform after updates constitutes binding acceptance of such changes.
12. Governing Law & Jurisdiction
These Terms are governed by and interpreted according to the laws of the Kingdom of Saudi Arabia , and Saudi courts shall have exclusive jurisdiction over disputes.