Service Guide

Note: If you’re signing up for a new seller account, you’re also implying consent to: Privacy Policy And All others terms described below.

Account Terms You must be 18 years or older to use this Service. You must provide your full legal name, current address, a valid email address, and any other information needed in order to complete the signup process. You are rponsible for keeping your password secure. Dear Express Private Limited cannot and will not be liable for any loss or damage from your failure to maintain the security of your account and password. You may not use the Dear Express service for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws) as well as the laws of India. You are responsible for all activity and content (data, graphics, photos, links) that is uploaded under your Dear Express account. You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Account Terms as determined in the sole discretion of Dear Express will result in an immediate termination of your services.

If you do not like certain activities / services / not convinced with our executive or have any other concern please inform us by sending email OR raising helpdesk ticket,we will be trying best to address your concern ASAP. YOU ARE NOT EXPECTED TO BEHAVE RUDE TO OUR EXECUTIVE OR USAGE OF UNEXPECTED LANGUAGES TO ANY OF OUR EXECUTIVES.

You must read, agree with and accept all of the terms and conditions contained in this User Agreement and the Privacy Policy before you may become a member of Dear Express. We reserve the right to modify or terminate the Service for any reason, without notice at any time. We reserve the right to refuse service to anyone for any reason at any time. Your use of the Service is at your sole risk. The Service is provided on an ”as is“ and ”as available“ basis without any warranty or condition, express, implied or statutory. Dear Express does not warrant that the service will be uninterrupted, timely, secure, or error-free. Dear Express does not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You understand that your Content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. We may, but have no obligation to, remove Content and Accounts containing Content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service. DEAR EXPRESS does not warrant that the quality of any products, services, information, or other material purchased or obtained by you through the Service will meet your expectations, or that any errors in the Service will be corrected. You expressly understand and agree that DEAR EXPRESS shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use of or inability to use the service. In no event shall DEAR EXPRESS or our suppliers be liable for lost profits or any special, incidental or consequential damages arising out of or in connection with our site, our services or this agreement (however arising including negligence). You agree to indemnify and hold us and (as applicable) our parent, subsidiaries, affiliates, DEAR EXPRESS partners, officers, directors, agents, and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of this Agreement or the documents it incorporates by reference, or your violation of any law or the rights of a third party. Technical support is only provided to paying account holders and is only available via email and if agreed upon earlier via phone and request ticketing system. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service without the express written permission by DEAR EXPRESS. Verbal or written abuse of any kind (including threats of abuse or retribution) of any DEAR EXPRESS customer, DEAR EXPRESS employee, member, or officer will result in immediate account termination. We do not claim any intellectual property rights over the material you provide to the DEAR EXPRESS service. By uploading images and item description content to DEAR EXPRESS, you agree to allow other internet users to view them and you agree to allow DEAR EXPRESS to display and store them and you agree that DEAR EXPRESS can, at any time, review all the content submitted by you to its Service. The failure of DEAR EXPRESS to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision. The Terms of Service constitutes the entire agreement between you and DEAR EXPRESS and govern your use of the Service, superseding any prior agreements between you and DEAR EXPRESS (including, but not limited to, any prior versions of the Terms of Service). You shall not purchase search engine or other pay per click keywords (such as Google AdWords), or domain names that use DEAR EXPRESS or DEAR EXPRESS trademarks and/or variations and misspellings thereof. DEAR Express does not pre-screen Content and it is in their sole discretion to refuse or remove any Content that is available via the Service. Questions about the Terms of Service should be sent to support at dear Express dot com.

You shall not, directly or indirectly, offer, attempt to offer, trade or attempt to trade in any item, the dealing of which is prohibited or restricted in any manner under the provisions of any applicable law, rule, regulation or guideline for the time being in force. Without prejudice to the generality of the above, does not permit hosting of following items: “Securities” within the meaning of the Securities Contract Regulation Act, 1956, including shares, bonds, debentures, etc. and/or any other financial instruments/assets of any description. Living, dead creatures and/or the whole or any part of any animal which has been kept or preserved by any means whether artificial or natural including rugs, skins, specimens of animals, antlers, horns, hair, feathers, nails, teeth, musk, eggs, nests, other animal products of any description the sale and purchase of which is prevented or restricted in any manner by applicable laws (including those prohibited under The Wildlife Protection Act, 1972). Weapons of any description. Liquor, tobacco products, drugs, psychotropic substances, narcotics, intoxicants of any description, medicines, palliative/curative substances. Religious items, including books, artefacts, etc. of any description or any other such item which is likely to affect the religious sentiments of any person. “Antiquities” and “Art Treasures” in violation of the provisions of the Antiquities and Art Treasures Act, 1972(“the Act”). Used cellular phone SIM Cards. Furthermore, you agree to display and adhere to a terms of use or other user-type agreement, as well as a privacy policy, governing Your operation of Your Store and Your conduct with Your Store’s customers.

You may cancel your account at anytime by emailing contact@dearexpress.com. Once your account is cancelled all of your Content will be deleted from the Service. Since deletion of all data is final please be sure that you do in fact want to cancel your account before doing so. If you cancel the Service in the middle of the month, You will not get the current Month Subscription refunded, however if you have purchased for multiple Months and your subscription still left for more than one Month then remaining complete Month Subscription will be refunded. Dear Express reserve right to modify or terminate the seller account / service for any reason, without notice at any time. Fraud: Without limiting any other remedies, DEAR EXPRESS may suspend or terminate your account if we suspect that you (by conviction, settlement, insurance or escrow investigation, or otherwise) have engaged in fraudulent activity in connection with the Site. Note: no refunds are offered, even if a plan is canceled mid-month.

DEAR EXPRESS collects e-mail addresses and other contact details of people who register at our website and send us e-mail. The information we collect is not shared with or sold to others except under the certain circumstances and which your use of the Service is deemed to provide to us a valid consent to disclose the following: In order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of DEAR EXPRESS terms of use, or as otherwise required by law. We share information about our Members with third parties, such as advertisers or partners, for marketing and promotional purposes. However, except as otherwise DEAR EXPRESS does not rent, sell, or share personal information about you with other companies. DEAR EXPRESS uses your information on a cumulative basis to help operate our web sites and enhance our web sites design, improve our content, our services and usability. We may also use the information we collect to occasionally notify you about important functionality changes to the web site, new Services, and special offers. We always use a secure connection when collecting personal financial information from you. However, no data transmission over the Internet can be guaranteed to be 100% secure. Ultimately, you are responsible for maintaining the secrecy of your passwords and any account information. DEAR EXPRESS reserve the right to modify this privacy policy at any time, so please review it frequently. If we make material changes to this policy, we will notify you here or by means of a notice on our homepage so that you are aware of what information we collect. We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

All Sellers are highly recommend to manage their shipments by their own that includes order creation,label creation , track and followups if needed in delivery through the app. Only on a very special occasion and depending upon the resources availability DEAR EXPRESS executives can be requested for help in creating / generating orders / label but in that case if there is any mistake happens in order like address typing or phone number or anything else, DEAR EXPRESS will not be accountable, Seller has to be very cautious in reading the label before final dispatch..

All sort of tracking is available in the app, Seller’s are highly recommend to track their shipments and take necessary action whenever needed and possible.

DEAR EXPRESS try with its best effort to assure each of the parcel is delivered but for several practical , geographical or recipients negligence shipments may bounce back, Hence We do not provide 100% delivery assurance. Our Courier partners are also committed to deliver with more than one attempt, Requested additional attempt for delivery will be considered only based on availability and feasibility of the resources.

Delivered item return is possible on the basis of seller term & condition But in that case return charge is applicable .It may vary from up going charges & shipping company name.
In case of RTO both COD & prepaid parcel, Only prepaid charge is applicable for RTO..

Shipping charges are decided based on the courier company and DEAR EXPRESS azar norms, Shipping charges are subject to change depending on the various parameter that may includes transportation , fuel price hike or any other relevant causes that increase expenses .

The service works on monthly subscription basis which is only 200/, however this price is subject to change when DEAR EXPRESS Management decide to do so, your account will be deactivated when the subscription is expired.

Seller are requested to use notification tab at DEAR EXPRESS azar app for any shipping related queries.

Our office hours are Mon-Sat(9am-6pm).The seller can reach out to us with queries and any problem on our official WhatsApp number-+919332454675 .We will answer it as quickly as possible. If there are any queries during holiday or after & before office hours we will try to answer it at the next office hours.

We try our best to provide good customer services using all possible channels, however Our customer support is primarily restricted on Whatsapp Support and Email: contact@dearexpress.com . All queries will be addressed from the queries queue, We do not guarantee any instant support. Important Note: DEAR EXPRESS do not have any Tatkal service or support.
Pickup &delivery delay can possible at the time of holiday &festival.
In Some rare cases, Parcel might come back for some unexpected reason, Seller has to accept it and pay for the Parcel return.

As a standard, usually all parcels get pickup within 24 hrs of the AWB assignment , however in some rare cases it may be delayed for unexpected circumstances like strike or natural issues

Seller must be ready with 3 copy of the label by the time when Pickup person arrived for collecting the parcel , one copy to be attached to the parcel without damaging the bar-code or any other important information displayed on the label which is required for a seamless delivery. Copy 2, Get it official signed by the pickup person and need to be kept with the seller Copy 3, Sometime courier person might ask for one label which needs to be handed over to . Affixing the label to the parcel in good readable and scan-able condition is shipper responsibility , failing to do so might cause the shipments to fail to deliver or RTO, in any such chases shipping charges will not be refunded.

Cancel shipping charge will be refunded automatically to the shipping wallet of the seller within 24 hours,No cancellation is possible after the shipments is picked up.

we do not expect Weight discrepancy found the courier company as we expect our shipper to enter correct weight and dimension of the shipments, however even then if weight discrepancy found by the courier company, Sellers will be notified about the discrepancy in the shipments weight approximately in 3 weeks time trough the App Notification ,if you think that your given weight was correct then you will have to send the original Shipments image with label attached to DEAR EXPRESS throught email or whatapp.
Note: DEAR EXPRESS And its Partner service Provides reserve the full right to decline the complaints. DEAR EXPRESS and its Service Provider will remain the the ultimate decision makers on this matter.

Once AWB is assigned to the shipments, there wont be any possibility of changing any details like address, Phone number..

i. The maximum liability is limited to Rs.1,500/- in case of forward pick up. In case the product value is more than Rs.1,500/-, Service provider shall be liable for upto 75% of the Actual Value (Declared value/invoice value whichever is lower) of the shipment. All claims under this clause shall be notified by the merchant through email or helpdesk within 45 days from the end of the month in which the shipment has been handed over to the Service Provider for delivery, No claims will be accepted intimated after this specified period of time.

ii. Further, The Service Provider shall not be liable for any cash debits in case of damage during transit.

iii. In case of approved lost parcel insurance, Service provider will refund the shipping charges applied, maximum liability will be of Rs. 90/-.

iv. No insurance is promised for the hyper local delivery(i.e. Food delivery within 10 KM range ).

COD charges will be credited to the respective seller Registered bank account. Usually on 8th days after delivery of the COD parcel DEAR EXPRESS credits the COD amount, The same will be updated in the Remittance tab of the seller. In some cases Remittance might get delay. Note: DEAR EXPRESS might hold the COD amount in case of any due from the seller, In case of difficulties in recovering the dues fees from seller, DEAR EXPRESS may deduct the dues from COD amount.

There will not be any refund of subscription fees or wallet balance.