The purpose of this policy is to establish a comprehensive framework for managing special compensation related to individual shipments. It clarifies and defines the scope and mechanism for compensating customers (senders) through Starlinks for shipments in cases of delays, errors in the delivery of postal materials, loss, damage, and shortages.
2.1 Compensation: Compensation refers to the financial reimbursement paid by Starlinks (referred to as "SL") to the customer for delays, errors in delivery, loss, damage, or shortages of postal items, in accordance with their contract with SL.
2.2 Standard Protection: Standard protection refers to the coverage provided for shipments against delays, errors in the delivery of postal materials, loss, damage, and shortages, as outlined in this policy.
2.3 Customer: Customer refers to the individual or entity contracting the postal services provided by Starlinks.
2.4 Claim: Claim refers to a request initiated by the customer for compensation due to loss, damage, shortage, delay, or incorrect delivery.
2.5 Postal Services: Postal services refer to all services and activities related to postal matters, both domestically and internationally.
2.6 Delayed Delivery Shipments: Delayed delivery shipments refer to shipments that are delivered later than the previously communicated timeframe for the service.
2.7 Incorrect Delivery Shipments: Incorrect delivery shipments refer to shipments that are delivered to the wrong destination or to an incorrect recipient.
2.8 Direct Damage: Direct damage refers to damage to a shipment caused by improper handling.
2.9 Indirect Damage: Indirect damage refers to damage to a shipment resulting from environmental conditions or external factors without direct human intervention.
2.10 Loss of Shipment: Loss of shipment refers to a shipment that cannot be located during the transportation or delivery process.
2.11 Shortage in Shipment: Shortage in shipment refers to a shipment that is delivered with missing items or materials.
2.12 Sender: Sender refers to the individual or entity sending goods or parcels to their intended destination via their contracted terms with Starlinks.
2.13 Authority: Authority refers to the Transport General Authority, or any other authority entrusted with the responsibility of implementing the provisions of the Postal Law as per Royal Decree No. (M/22) dated 8/3/1443 H.
3.1 Claims Registration: Claims can be registered through the unified customer service number Toll free 8003044433, via email at Customer-service@starlinks-me.com, or through the official Starlinks website here.
3.2 Claim Submission Rights: Only the customer who contracted with Starlinks has the right to submit a claim. In cases where the recipient is paying the fee for the postal item, they may be allowed to submit a claim, subject to the terms and conditions between Starlinks and the customer. The recipient should communicate with the customer regarding the submission of the claim.
3.3 Required Documents: After registering a claim, customers will receive an SMS notification prompting them to submit necessary documents, which may include:
3.4 Document Submission Deadline: Submission of required documents after receiving the notification must be done within a maximum of 30 business days. Otherwise, the customer's right for compensation will be forfeited.
3.5 Incomplete Documents: If the submitted documents are incomplete according to the shipping status outlined, the customer will be notified via SMS to provide the missing information within 5 business days from the date of notification, or within the maximum timeframe stipulated in clause 3.4.
3.6 Claim Review: Once all documents are received, the claim will be reviewed within a maximum of 7 business days. The customer will be notified of the outcome via SMS.
3.7 Compensation Payment: If the claim is approved, the compensation amount will be deposited into the customer's bank account within 15 business days after the claim result is issued. Note that budget closing periods may extend this duration to 60 business days.
3.8 Rejected Claims: Rejected claims shall be communicated to the sender with details of rejection. Any appeal shall be done within 5 business days and reviewed by Starlinks within 7 business days. The decision by Starlinks on the appeal shall be deemed final.
4.1 General Timeline: Customers are expected to submit their claims within the following timeline to allow efficient resolution of concerns on shipments:
4.2 Damaged / Short Shipments: Customers must submit claims for damaged or short shipments within a maximum of 30 business days from the date of receipt.
4.3 Lost Shipments: Upon confirmation by Starlinks Company that the shipment is lost, the sender must submit a claim within 30 business days from the expected arrival date.
4.4 Delayed Deliveries: If a shipment is delivered more than 21 business days after the expected delivery date due to service provider issues, customers may file a claim for late delivery compensation within 30 business days after receiving the shipment.
4.5 Failure to Adhere to Deadlines: Failure to adhere to the specified deadlines for filing claims and providing the required documentation will result in the forfeiture of the right to compensation.
4.6 Year-End Processing: Claims will not be processed from December 20 until the end of the year. Starlinks will resume processing claims at the beginning of the new year, following the sequence of claims received.
5.1 Coverage Scope: Starlinks provides standard protection for all domestic and international postal services.
5.2 Compensation Coverage: The standard compensation protection covers damage, losses, shortages, delays, or incorrect deliveries due to negligence of Starlinks (SL) but excludes indirect damage or losses.
5.3 Compensation Limits: Subject to each agreement, the minimum compensation is 100 Saudi Riyals if the value of the product is below the minimum, and the maximum is 250 Saudi Riyals, taking into account the condition and cost.
5.4 Paper Documents: Shipments containing paper documents are generally not eligible for compensation, except in cases where reissuance of official documents incurs costs. In such instances, customers will be compensated for the shipment value and reissuance fees, provided proof of payment is submitted.
5.5 Late Delivery Compensation: In case of late delivery, the sender will be compensated only for the shipping cost.
5.6 Customer Acceptance: The customer must review and accept the terms and conditions of the service and compensation policy.
6.1 Optional Service: Insurance coverage is an optional service available to all customers.
6.2 Fee/Premium Payment: If the customer chooses to avail themselves of this service, they are required to pay a fee/premium based on the declared value of the shipment. The coverage is only binding upon payment; otherwise, only the standard protection is applicable.
6.3 Declared Value Limit: The declared value on the shipping receipt represents the limit of Starlinks’ liability for compensation.
6.4 Exceeding Declared Value: Starlinks will not be responsible for any damage exceeding the declared value of the shipment.
6.5 Insurance Terms: Insurance coverage is subject to all terms and conditions as outlined in the insurance policy issued by the insurance company. All these terms, including the requirement of this compensation policy, shall be complied with before the claim is approved.
6.6 Paper Documents Exception: Shipments containing paper documents are generally not eligible for compensation, except in cases where reissuance of official documents incurs costs. In such instances, customers will be compensated for the shipment value and reissuance fees, provided proof of payment is submitted.
6.7 Customer Acceptance: The customer must review and accept the terms and conditions of the service, the insurance requirements, and the compensation policy.
7.1 Liability Limitations: Starlinks is committed to protecting shipments from damage and loss and delivering them according to the expected schedules. However, SL will not be liable under the following circumstances:
7.2 Force Majeure: Any unforeseen events or reasonable causes beyond SL’s control.
7.3 Negligence Other Than SL: Failures or neglect by the sender, consignee, or third parties resulting in late or incorrect delivery or direct damage.
7.4 Nature of Shipment: Issues arising from the inherent characteristics or defects of the items being shipped.
7.5 Damage to Electronic Media: Any electrical or magnetic damage to images or recordings in any format.
7.6 Improper / Poor Packaging: Damage resulting from inadequate packaging by the customer or failure to use appropriate warning labels indicating the sensitivity or fragility of contents.
7.7 National Address Errors: SL is not liable for issues resulting from the improper use or incorrect writing of the National Address, leading to non-delivery or delayed delivery.
7.8 Beyond Storage Period: SL bears no responsibility for compensation related to failure to collect the shipment within the declared storage period (not exceeding 90 calendar days) or expiration of the storage period for items prone to rapid damage.
7.9 Defective Products: Damage resulting from defective products will not be compensated if Starlinks can demonstrate that the damage is due to the presence of such items within the shipment.
7.10 Custom Seizure: Starlinks will not be responsible for any claims related to the seizure or confiscation of shipments during transportation by customs or any governmental entity.
7.11 Non-Shippable Items: The following items are classified as non-shippable:
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