Article-1: Introductory
Latest update: 5th December, 2021
Welcome to the platform of Bongo Xpress.
Bongo Xpress is an app-based logistics platform, owned and operated by Bongo Technology Ltd. which is a private limited company, incorporated under the provisions Bangladesh 1994 Company Act. having its Corporate Office at House 69 (FlatA3, 3rd Floor, North Side), Road 07, Sector 04, Uttara East, Dhaka- 1230, hereinafter referred as “Bongo Xpress/We/The Company” (which expression shall unless it be repugnant to the context or meaning thereof be deemed to mean and include its associates, heirs, executors, administrators, successors and permitted assigns).
Application is available on iOS, Android operating systems as well as desktop/laptop computers, smartphones and tablets. This allows the Application Users (hereinafter referred to as “User/You”) to avail logistics services (online truck rental, home/office moving, parcel & courier, p2p, services) (hereinafter referred to as “Services”) and accordingly we along with our Delivery Partner(s) shall be obliged to provide such services as per the request and requirement of the User.
The vehicles for the transportation and delivery services shall be operated and conducted by a driver (hereinafter referred to as “Pilot”) who shall be monitored directly by us and our partners. The reservation or booking of a pickup-delivery task/ transportation (trucking/logistics) by the User via the Application shall be referred to as namely a “Task”/Trip”.
The services to be provided to the User under these general terms and conditions is hereinafter referred to as “Service” and the Service will be provided by the way of the Application through which a business relationship will be created between the User and the Company.
In this document, by “Merchant” we understand the e/f-commerce businesses and any other businesses who require parcel and courier services from us, by “Customer” we refer the customers or end user of the merchants. MERCHANT’S BUSINESS means any website, application, online store or other e-commerce business, regardless of kind, carried on by the Merchant for the sale of products to the benefit of Merchant’s customers. ONLINE ORDER means any order placed online by the Merchant’s customer via the Merchant’s business.
Before using the portal (collectively the website and application), we request you to read the terms and conditions of the agreement below. By using the website and the app, you are implying that you agree with all the policies of Bongo Xpress. Once you register in the App or use the website, you will automatically enter a contract and acknowledge that you have read and accepted the agreement, which will apply to your use of the website and app of Bongo Xpress.
The agreement between the user and Bongo Xpress is subject to change anytime without prior notice. We (The Company/Bongo Xpress) may modify or change the terms and conditions and the new agreement shall be in effect as soon as it is uploaded on the website. We recommend you to read the document every time before using the service of Bongo Xpress. If you do not agree to or fall within the terms of use of the service and wish to discontinue using the service, please do not continue using the App (as defined below) or the service.
Article-2: Users Eligibility
By users, Bongo Xpress implies any individuals or business entity/organization that legally operates in Bangladesh or any other countries. Our logistics solutions are available to those who are individuals or companies who can form legally binding contracts under the applicable law (i.e. user(s) must be at least 18 year of age to be eligible to use our services.
Article-3: Registered Users
To become a registered and verified user, there is a proper procedure defined by us to make it easier for you as log-in and log-out. An individual can become a registered user by downloading the App and inputting required information (Name, Contact number). We will establish the account for the user once we will verify the user with given information. After verification the user can be authorized to access his/her account with password (one’s own choice).
By registering to Bongo Xpress App and providing your email/mobile number, you expressly agree to receive promotional content from Bongo Xpress by email or SMS from time to time.
If you register on behalf of a business entity, you represent that business entity and
Article-4: Services
The Services provided by Bongo Xpress are meant to connect Users and independent third-party delivery partners (“Delivery Partner”) who provide transportation and/or logistic services. The transportation and/or logistic services provided by the Delivery Partner could be availed/requested through the use of the Platform supplied by Bongo Xpress.
You acknowledge that Bongo Xpress by itself does not own, employee or provide transportation and/or logistic services or function as a transportation carrier and that all such transportation, or logistic services provided are by Delivery Partners.
The company provides tech-enabled one-stop logistics services which includes online truck rental (transportation & cargo) and home/office moving and parcel & courier delivery services.
The services comprise mobile application which enable users to arrange and schedule transportation, logistics and delivery of certain goods, including with partners and the company under agreement with the company (and Third-party providers). The services will be provided for an upfront price which is subject to acceptance by the respective user and the company (and third-party providers).
Article-5: Online Trucking Service
5.1 Trip Booking Process
The User, via the Application (Bongo Xpress Customer App Download Link: https://play.google.com/store/apps/details?id=com.bongo.customer&fbclid=IwAR0gg-e7nrcWwRrDGSB8EG6thGLwF1BL11Z5Zz7tPoDGYhiluoSurMhfyU8
), book trucks with Third-party Providers (Delivery Partners) merely acts as an intermediary and connects the User with Delivery Partners.
It is the responsibility of the User to ensure that the information provided by Bongo Xpress upon confirmation of the Trip is consistent with the information that the User would have previously entered for the desired Transportation. In case of any error in the information provided, Bongo Xpress shall not be held responsible.
5.2 Waiting Time and No Pick-up
You or your designated personnel should be at the pick-up location, at the time of the pick-up of goods after an Order has been made. The Pilot will not wait after a reasonable time if the you are not at the pick-up location at the agreed time. Exceptionally, some Delivery Partners have established maximum waiting times for the User at the pick-up location. Beyond this waiting period, the Delivery Partner registers the “non-pick up” and cancel the Order.
5.3 Cancellation and Modification of the Order
The user can cancel the service mentioning any valid and justifiable reason. There is no charge for irrational frequent cancellation may cause the User account to be put on refusing any service until further clarification is received provided that Bongo Xpress be satisfied with the reason provided by the user. The User account shall be reinstated and in this regard Bongo Xpress’s decision is final.
5.4 Loading and Unloading
If collection or delivery of a consignment takes place at your premises, Bongo Xpress shall not be under any obligation to provide any equipment or labour which, apart from the Pilot collecting the Consignment, may be required for loading or unloading of a consignment. Any consignment (or part of a consignment) requiring any special equipment for loading and unloading shall be accepted by Bongo Xpress for transportation only on the understanding and condition that such special equipment will be made available at the Pickup Point and the Delivery Point as per the User’s requirement. For having such equipment and labour available The User shall be charged based on certain terms by Bongo Xpress. In such circumstances, if the Pilot agrees to load or unload the consignment (or part of the consignment) Bongo Xpress shall be under no liability or obligation of any kind to you for any damage caused (however it may be caused) during the loading or unloading of the consignment.
5.5 Labour & Electrician:
The service providers (transport/truck owner) shall avail labour and electrician to the User (s) as per service level agreement if and when requires. The service providers will pay and manage labours & electricians at their own system; whereas, the user shall pay the charge for such services to Bongo Xpress. Bongo Xpress will determine and set a rate for the labours and electricians which will be considered as the final one to be payable by the user to the service provider.
5.6 Pickup and Deliveries
The Pilot will pick-up the goods/consignment from the pick-up location which was mentioned by you during booking the trip. Accordingly, The Pilot shall make one attempt to deliver the goods within the estimated hours to the destination (delivery location) which was mentioned by the User. It is stated that you understand the estimated hours can vary based on unforeseen situation on which any parties have no control over.
You shall ensure that you will not indulge in any of the following activities while availing the service:
5.7 Estimate Fare (Rates for the Truck Rental Services):
The user will get an instant estimated quote for the truck rental services; the upfront rates might vary as upfront (instant) prices are based on the estimated length and duration of the trip. Estimates can vary based on demand patterns such as Vehicle Type, Size, and Model wise Base fare, Distance, Number of Labour, Waiting Charge. The estimated fare is calculated by base fare which includes a base distance parameter and multiplying by the total distance with base fare. Moreover, the rates also might vary based on the real-world factors like traffic and others; the additional surge charge will be added with the total fare.
Inside Dhaka, Inside Narayanganj, Inside Gazipur, Inside City/ District – (Short Distance) | ||||||
Truck Type & Size | Base Fare (TK) | Base Distance | Per KM Charge (TK) | Loading Time | Unloading Time | After Loading Time (per Minute Charge) (TK) |
1 Ton [7 ft] (Open) | 380 | 1 KM | 33 | 60 min Free | 30 min Free | TK. 3 |
1 Ton [7 ft] (Covered) | 450 | 1 KM | 35 | 60 min Free | 30 min Free | TK. 3 |
1.5 Ton [9 ft] (Open)
| 550 | 1 KM | 40 | 75 min Free | 45 min Free | TK. 4 |
1.5 Ton [9 ft] (Covered) | 650 | 1 KM | 42 | 75 min Free | 45 min Free | TK. 4 |
2 Ton [12ft] (Open) | 750 | 1 KM | 48 | 90 min Free | 60 min Free | TK. 4 |
2 Ton [12ft) (Covered) | 850 | 1 KM | 50 | 90 min Free | 60 min Free | TK. 4 |
3 Ton [14ft) (Open) | 850 | 2 KM | 58 | 120 min free | 75 min Free | TK. 5 |
3 Ton [14ft) (Covered) | 950 | 2 KM | 60 | 120 min free | 75 min Free | TK. 5 |
Outside City – (Long Distance: beyond 20 km) | ||||||
Truck Type & Size | Base Fare (TK) | Base Distance | Per KM Charge (TK) | Loading Time | Unloading Time | After Loading Time (per Minute Charge) (TK) |
1 Ton [7 ft] (Open) | 380 | 1 KM | 20 | 60 min Free | 30 min Free | TK. 3 |
1 Ton [7 ft] (Covered) | 450 | 1 KM | 21 | 60 min Free | 30 min Free | TK. 3 |
1.5 Ton [9 ft] (Open)
| 550 | 1 KM | 23 | 75 min Free | 45 min Free | TK. 4 |
1.5 Ton [9 ft] (Covered)
| 650 | 1 KM | 24 | 75 min Free | 45 min Free | TK. 4 |
2 Ton [12ft] (Open) | 750 | 1 KM | 25 | 90 min Free | 60 min Free | TK. 4 |
2 Ton [12ft) (Covered) | 850 | 1 KM | 26 | 90 min Free | 60 min Free | TK. 4 |
3 Ton [14ft) (Open) | 850 | 2 KM | 34 | 120 min Free | 75 min Free | TK. 5 |
3 Ton [14ft) (Covered) | 950 | 2 KM | 36 | 120 min Free | 75 min Free | TK. 5 |
* Toll fee, road tax, parking fee etc. are not included with the trip fare.
* Bongo Xpress may change this rate at any time and the customer will be obliged to pay the same.
* Surcharge: Your trip fare covers more than just time and distance. Here is a breakdown of additional charges that may apply to your trip. When you accept a trip with an upfront price, the estimated costs are incorporated into your trip fare based on the predicted route. Surcharges may be adjusted in the event your actual route differs from the predicted route. Surcharges depends on the different parameters such as real-time traffic conditions, truck demand and supply etc. The surcharge as 10-20% of the basic fare on base fare, distance fare, or base waiting time will be added to the total fare of the trip.
* Note that, the fare showed in the “Earnings” section of the Bongo Xpress Pilot App (driver app) at the end of the trip will be considered as the final fare which will be payable by the customer to the delivery partner of Bongo Xpress. Specially, for the trip with single pickup and multiple delivery or multiple pick and single delivery, the fare shown in the Bongo Xpress Pilot App (driver app) will be considered as the final fare for the customer. Customer can see the final fare in the “Earnings” section of the way-bill and also can export the bill to the Last-mile customer who doesn’t use Customer App.
* Once the free loading and unloading time has expired, the charge per minute will continue to be added to the final fare of the trip. Therefore, customer (s) is requested to finish loading and unloading within the specified time.
* The customer will pay the fare directly to the truck owner or driver, (Final fare will be shown in the driver app) for which Bongo Xpress will not take any responsibility.
* Trip Cancellation Terms:
5.8 Available Trucks (Model Name):
1 Ton (7ft) Trucks:
TATA EX2, TATA HT2, TATA HT, TATA INTRA, TATA MEGA XL, MAHINDRO MAXIMO, ASHOK LEYLAND DOST
1.5 Ton (9ft) Trucks:
TATA 207DI, TATA 207 XENON, EICHER 1055, MAHINDRO VOLEROW, TATA 407 OLD
2 Ton (12ft) Trucks:
TATA 407 EX2, JAC 1021K, JAC 1020K, JAC 1020KN, ASHOK LEYLAND PARTNER, FOTON 1.5, EICHER 1055, JMC LITE 1.5
Article-6: Home/Office Moving Service
6.1 Order/Booking Process
Step 1: Create Order/Booking
You shall select the “Home/Office Moving” service on App and state the details of home/office which is supposed to be shifted and also insert vehicle type, number of labour (if you need), number of rooms of your home/office, upload the image of each room and belongings, and also you can select the electrician if you require for installing/uninstalling anything. You shall insert the destination details for moving. Get the estimated fare quote, confirm your booking and a professional packer & mover will be assigned for you instantly.
Step 2: Inspection Visit
Packers & movers shall be assigned for your task within seconds. Then the packers and movers will contact you immediately to know more about your requirements. Within 4 hours of booking, the service provider (packer & mover) will conduct an inspection visit to actualize and reconfirm your requirements. Accordingly, they will revise the fare which must be transparent to everyone.
Step 3: Actualization of the Fare
After inspection visit the vendor/service provider (packer & mover) will revise the requirements and draft an actual fare quote. Our authorized representative (Executive-Shifting), will verify the new draft and finalize the pricing. In such stage, the fare might increase or decrease or even remain the same which will be determined as the final pricing for the task. The final requirements will be updated in the order details from our Partner App.
Step 4: Scheduling for Packing
The service provider (packer & mover) will be available on scheduled date for packaging the materials, household/office goods and furniture. One of our executives will monitor the packaging activities. We prefer you to pay 10-20% of the total fare in this stage and the rest you can pay after completing the task.
Step 5: Availing Transports for Moving
On the day of moving transports will be available at your premises, the labour will load the trucks and will move to the destination point. All the way our support team will monitor the process and you can also track on the application. Remember for home/office relocation service you can make advance booking at least 12 hours before the pickup time.
6.2 Cancellation and Refund
You can cancel the booking any time before inspection visit, you will not be charged for that. Even after inspection visit and finalizing the schedule you can cancel the booking which will be based on mutual discussion between you and the service provider. We prefer you not to cancel after having packaging done while you have already paid 10-20% of the total fare to the service provider. In such situation if you want to cancel the task, we do not have refund facility for you.
6.3 Pricing Factors for Shifting
Have a look at our pricing details; hence, prices may vary depending on your apartment size, distance of shifting, quantity of goods to be transported and the distance of locality you are shifting. Road tax, troll, parking etc. are not included in the fare.
Vehicle Types | Weight Capacity | Labour/Electrician | Number of Rooms |
1. Pickup van 2. Open Truck/Wagon 3. Covered Van Prices starts from BDT 2000
*Vehicle types will be selected based on the nature of your furniture/materials | >> 1-3 Ton
>> 5-7 Ton
>> 10-15 Ton
*Depending on quantity of the materials, the packing charge will be determined
| – Charge per Labour BDT 500 – Charge per Electrician BDT 500 * You can select as many labours/electricians as you need * Actual number of labours/electricians will be determined after inspection visit
| >> Up to 2 items BDT 1800
>> 1RK (1Room &
1Kitchen) BDT 3000
>> 1 BHK (1 Bedroom, 1 Hall, 1 Kitchen) BDT 4800
>> 2 BHK (2Bedroom, 1 Hall, 1 Kitchen) BDT 7800
>> 3 BHK (3 Bedroom, 1 Hall, 1 Kitchen) BDT 11000 * For office/commercial shifting price will be determined after inspection visit |
6.4 General Instructions for Shifting
Article-7: Parcel Delivery Service
The user can book or create parcel delivery task on Bongo Xpress application for him/herself and/or for his/her businesses. The following terms and conditions will be imposed for the parcel delivery service of the company.
7.1 Task Creation
The User can, via the Application, make Trips/Tasks of pickup and delivery, our Pilots (Two-Wheeler Pilot) shall accept the task and complete the task accordingly. Our whole team including Pilot, Hub Manager, Support Team etc. are responsible to complete the task as per clients.
It is your responsibility to ensure that the information provided by Bongo Xpress upon confirmation of the Order is consistent with the information that you would have previously entered for the desired delivery task. In case of any error in the information provided, Bongo Xpress shall not be held responsible. This acknowledgement of receipt is carried out directly within the Application: from the moment the Order is validated by the User, time, pick-up and delivery location are published.
7.2 Parcel Packaging & Pricing Criteria
All Packages must be Correctly Packaged (including exterior and interior packaging materials) and have a Label attached in accordance with Our Labelling and Packaging Criteria and all Packages must comply with the rules and regulations of Mailing Operator and Courier Service Rules- 2013 declared by the Ministry of Posts, Telecommunications and Information Technology through which the Items may be carried which shall be the sole responsibility of the User.
Pricing chart are given below:
Weight |
Same City (BDT) |
Outside City (BDT) |
Up to 1 Kg | 80.00 | 140.00 |
1 to 2 Kg | 105.00 | 165.00 |
2 to 3 Kg | 130.00 | 190.00 |
3 to 4 Kg | 155.00 | 215.00 |
4 to 5 Kg | 180.00 | 240.00 |
5 to 6 Kg | 225.00 | 300.00 |
6 to 7 Kg | 250.00 | 325.00 |
7 to 8 Kg | 275.00 | 350.00 |
8 to 9 Kg | 300.00 | 375.00 |
9 to 10 Kg | 325.00 | 400.00 |
10 to 11 Kg | 375.00 | 450.00 |
11 to 12 Kg | 400.00 | 475.00 |
12 to 13 Kg | 425.00 | 500.00 |
13 to 14 Kg | 450.00 | 525.00 |
14 to 15 Kg | 475.00 | 550.00 |
15 to 16 Kg | 500.00 | 575.00 |
16 to 17 Kg | 525.00 | 600.00 |
17 to 18 Kg | 550.00 | 625.00 |
18 to 19 Kg | 575.00 | 650.00 |
19 to 20 Kg | 600.00 | 675.00 |
Item | Same City (BDT) | Out Of City (BDT) |
Mobile | 120.00 | 200.00 |
Laptop | 200.00 | 350.00 |
AC Window 1 Ton | 1000 | 1300 |
AC Window 1-2 Ton | 1200 | 1500 |
AC Window 2-5 Ton | 1300 | 1800 |
AC Split Type 1 Ton | 1200 | 1500 |
AC Split Type 1-2 Ton | 1300 | 1700 |
AC Split Type 2-5 Ton | 1500 | 2000 |
OVEN | 600 | 800 |
Washing Mac. Upto 10 Ltr. | 800 | 1000 |
Washing Mac. Larger than 10 Ltr. | 1000 | 1250 |
LCD/LED/Smart/Android TV Uoto 32” | 1200 | 2000 |
LCD/LED/Smart/Android TV Larger than 32” | 1500 | 2500 |
Refrigerator Up to 100 Ltr. / 10 CFT | 1200 | 1500 |
Refrigerator Larger Than 100 Ltr. / 10 CFT | 1500 | 2000 |
7.3 Inspection, Documentation & Delivery
Inspection: Bongo Xpress reserves the right, but is not obliged to open and inspect, scan or X-ray any Parcel for the reasons of safety and security. In accordance with applicable regulations in Bangladesh jurisdiction, Bongo Xpress may be required to undertake X-ray screening of Parcels & Consignments and Bongo Xpress shall have no liability in respect of any Losses incurred in this respect.
Documentation: You are solely responsible for the accuracy and completeness of the relevant documentation including the accuracy of Item descriptions and other Order- specific information such as selecting the correct and intended Bongo Xpress Service either online or on the physical Waybill. If the service of Bongo Xpress is not clearly selected on the Waybill (template), Bongo Xpress assume no responsibility for its inability to complete a delivery due to incorrect or missing documentation, whether or not it attempts to notify the Consignee (Sender) or Customer (Receiver).
Delivery: Pilot will reach the receivers (your customers) to deliver the parcel. If the receiver refuses to accept the parcel, we will deem the Consignment to be an ‘Undeliverable/Unsuccessful Shipment’ and shall return the Consignment/Parcel to you and you will be charged for the reverse delivery. Hence, we shall, where reasonably practicable, attempt to contact Customer. For the avoidance of doubt, it is receiver’s (your customer’s) sole responsibility to monitor the delivery of their Consignment and to Contact Us, or procure that Consignee Contacts Us, if a delivery attempt fails.
In case of COD collection from the receiver (Your customer), once the delivery task is successful, the payment will be automatically disbursed to your account through our Payout system.
Article-8: Payment & Charges Terms
You understand that use of the Services will result in charges to you for the services you receive from the company and/or Third-party Provider (vehicle owners/Packers & Movers). After you have received services obtained through your use of the Service, Bongo Xpress will facilitate your payment of the applicable Charges on behalf of the Third-party Provider as such Third-party Provider’s limited payment collection agent. Payment of the Charges in such manner shall be considered the same as payment made directly by you to the Third-party Provider.
Bongo Xpress shall issue invoice(s) for executed transportation services, which have been arranged through the Application pursuant to this Agreement. Upon receipt of relevant invoice(s). All different types of users are responsible for paying all charges/fees associated with the use of the web and shall be liable to pay any and all applicable taxes, charges etc. which may be levied. Charges paid by you are final and non- refundable, unless otherwise determined by Bongo Xpress. In case of any non-payment, the company reserves the right to issue a warning or temporarily/ indefinitely suspend or terminate your usage with the website/application and disallow access to the application.
The Company reserves the right to introduce new services or modify/upgrade the existing services provided on the Portal (collectively website and application). Additionally, the Company at its sole discretion may introduce new charges for the new or modified/upgraded services provided. Changes to the User Agreement or any of the rules and policies of the Company shall be posted on the Portal and such changes shall automatically become effective immediately after they are posted on the Portal.
8.1 Payment Method
The payment terms might vary depending on the service type. Generally, Bongo Xpress accepts payments online using Visa and MasterCard credit/debit card in BDT currency and also accepts cash payment directly to the Bongo Xpress and its representatives. In case of online payment method, the user clearly agrees and acknowledge that the company shall not held responsible in event of any delays, errors and frauds in processing of payment by entities outside the control of the company. All Charges are due immediately and payment will be facilitated by Bongo Xpress using the preferred payment method designated in your Account and during confirmation of the service, after which Bongo Xpress will send you a receipt by email.
As per our agreement (between Bongo Xpress and the user), any fees which we may charge you for the service, are due immediately and are non-refundable (“Service Fee/Delivery Charge”). This no-refund policy shall apply at all times regardless of your decision to terminate your usage, our decision to terminate or suspend your usage, disruption caused to the Service either planned, accidental or intentional, or any reason whatsoever. You acknowledge that the total amount of money charged for any task shall be determined by the company, at its discretion, from time to time.
The Company (Bongo Xpress) may, at its sole discretion, make promotional offers with different features and different rates to any of the clients whereby these promotional offers shall accordingly be honored by you. The Company may determine or change the Service Fee/ Delivery Charge as the Company deems in its absolute discretion as necessary or appropriate for the business.
8.2 Tips/Gratuity to the Third-party Provider (Partners/Pilots)
This payment structure is intended to fully compensate the Third-party Provider for the services or goods provided. Bongo Xpress does not designate any portion of your payment as a tip or gratuity to the Third-party Provider. Any representation by Bongo Xpress (on Bongo Xpress’s portal, or in Bongo Xpress’s marketing materials) to the effect that tipping is “voluntary,” “not required,” and/or “included” in the payments you make for services provided is not intended to suggest that Bongo Xpress provides any additional amounts, beyond those described above, to the Third-party Provider. You understand and agree that, while you are free to provide additional payment as a gratuity to any Third-party Provider who provides you with services obtained through the Service, you are under no obligation to do so.
Payment terms, Shipment terms and conditions, Goods Receipt terms and conditions, Privacy Policy for the users of Bongo Xpress are defined against each shipment or trip. However, we reserve the right to amend this payment policy and charges for the services rendered. In case if we amend our policy and charge for the service rendered, the users will be intimated of the same, and it will be up to you (user) to decide whether or not you will continue with the services offered by us. Such changes are effective as soon as they are posted on the website.
8.3 Virtual Wallet
Virtual wallet is an easy way of paying online for all your trips. Every customer of Bongo Xpress is by default eligible for Virtual Wallet. Just sign up with Bongo Xpress and start using your Virtual Wallet. There is no validity period / expiry associated with the balance available in your wallet. You can use it at any point of time. However, the amount which is credited as part of promotional campaigns will carry certain validity period as mentioned in the campaign. The following terms and conditions shall be followed by the users in case of Virtual Wallet.
8.4 Repair or Cleaning Fees (If and when required)
You shall be responsible for the cost of repair for any damage to or necessary cleaning of the third-party service provider’s vehicle as a result of your misuse of the Service or in breach of the Terms of Use herein. The Company reserves the right to facilitate payment for reasonable cost of such repair or cleaning on behalf of the third-party service provider via your designated payment method or demand from you in cash, in the event a request for repair or cleaning request by the third-party service provider has been verified by the Company.
Article- 9: Prohibited Goods
Article-10: Complaint Handling & Refund Policy
You agree and acknowledge that you believe in our success story and take our services with confidence. You agree and acknowledge before selecting services and making payment, you have evaluated our services completely as per your requirements. Also, you agree and acknowledge that there is a lot of work involved to achieve every milestone while offering services to you and therefore it shall be very difficult for us to provide any refund.
Further, you agree and acknowledge to notify us immediately for cancellation of a booking request. You shall register the valid reason for cancelling the trip within pre-determined waiting time before any Pilot is assigned for the trip. In case your cancellation request is accepted then there shall not be any cancellation fee. However, if a truck or any other transport vehicle is engaged to carry out transportation of the materials has already been dispatched then your booking request shall not be canceled and there shall not be any refund from our side. If the vehicle has reached client location and there is delay in loading/pickup an amount of money will be considered as waiting fee which will be determined by the Partner depending on vehicle type, if the vehicle is not loaded and returned empty customer had to pay Pilot fuel charges along with cancellation free. For any queries related to refund the amount of canceled booking, please contact us at 01322 810649, 01322 810654, 01322 813550, 01322 810657 or email us at support@bongoxpress.com. The details of cancelation, refund and return policy is available at https://bongoxpress.comcancellation-return-refund-policy/ .
Further, considering the same reasons, you agree and acknowledge that you shall not raise any dispute with payment repository/payment service providers for refunding the payment. In case if you raise any such disputes then you agree, acknowledge and allow us to instruct payment repository/payment service providers to credit payment in our account as per this clause.
For any complaint/issue the User will report the issue on that specific Order from Order/Booking History on the Application within 2 working days of the Trip request made. The User shall also inform about the issue to our customer care directly. Within 7 working days of refund claim, Bongo Xpress will investigate the issue and will get you back with proper solution.
The Company shall not be liable for any conduct of the Pilots and Partners. However, the Company encourages you to notify it of any complaints that you may have against the Pilot that you may have hired using the Company’s Services.
Article-11: Intellectual Property Ownership
Bongo Xpress is the sole owner or lawful licensee of all the rights to all the intellectual properties such as Company name, Logo, business model, merchant’s logo and name and other contents available on the internet and printing materials. These intellectual properties are trademarks and copyrights under The Patents, Designs and Trademarks Act of 1883. The properties of third party (merchant, client etc.) associated with us are trademarks of the Company or third parties, and no right or license is granted to use them. The unauthorized copying, modification or use any of these marks is strictly prohibited.
Bongo Xpress reserves the right to terminate the agreement with you upon any infringement of the rights of others in conjunction with use of the Bongo Xpress service, or if Bongo Xpress believes that your conduct is harmful to the interests of Bongo Xpress, its affiliates, or other stakeholders, or for any other reason in Bongo Xpress’s sole discretion, with or without cause.
Article-12: Limitation of Liability
Any claim against the Company (Bongo Xpress) by you in any way connected with the service, Application and/or the software shall be limited to certain clause of particular event analyzed by the company. The Company shall not be liable for any conduct of the Pilots or the dispute between third-party and you. You expressly waive and release the company from any and all liability, claims, causes of action, or damages arising from your use of the service, the software and/or the application, or in any way related to the third parties including third-party transportation providers, advertisers and/or sponsors introduced to you by the service, the software and/or the application.
Article-13: Confidentiality
You shall not disclose any information relating to the Company, its services, products, business affairs, marketing and promotion plans or other operations and its associated companies which are disclosed to you by or on behalf of the Company received under the contract of service with the Company to any third-party. Access to any information which pertains to business of Bongo Xpress shall be kept confidential to the extent it might adversely impact Bongo Xpress’s business. You shall be liable to indemnify Bongo Xpress against any loss of business or reputation due to the act of yours.
Article-14: Personal Data Protection
“Personal Data” means information about you, from which you are identifiable, including your name, identification card number, birth certificate number, passport number, nationality, address, telephone number, credit or debit card details, race, gender, date of birth, email address, any information about you which you have provided to the Company in registration forms, application forms or any other similar forms and/or any information about you. These data may be collected, stored, used and processed by the Company from time to time. By submitting your information to the Company, you consent to the use of that information as set out in the form of submission and in the Terms of Use.
However, if you do not provide the Company your Personal Data, your request for the Application may be incomplete and the Company will not be able to process your Personal Data for the legal purposes and may cause the Company to be unable to allow you to use the Service.
Hereby, the Company will not disclose your information to any third-party and access to any information which pertains to business of Bongo Xpress shall be kept confidential to the extent it might adversely impact Bongo Xpress’s business. We along with our partner will also be abide by the rules of Digital Security Act-2018 and Information Technology and Communication Act-2006 to protect personal data and security vise-versa. The details of personal data protection are stated at https://bongoxpress.comprivacy-policy-2/ .
Article-15: System/Internet Failure
The service, the application and/or the software may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communications including the device used by you or the third-party transportation provider being faulty, not connected, out of range, switched off or not functioning. The company is not responsible for any delays, delivery failures, damages or losses resulting from such problems.
Bongo Xpress shall take all the responsibilities and reasonable efforts in occurrence of system failure. The company may also suspend the operation for support or technical upgradation, maintenance work, in order to upgrade the content of any other reason.
Article-16: Disclaimer of Warranties
If task/trip failure happens due to due to natural, social, political or any other circumstances which are beyond our control, Bongo Xpress will not be liable in any way. If the user or his/her customer is harmed for any such reason, we will try our best to compensate or resolve the issue through mutual discussion.
The company (Bongo Xpress) makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, including but not limited to the third-party transportation services obtained by or from third parties through the use of the service, the application and/or the software. Bongo Xpress does not represent and warrant that the functions contained in this website/application will be error-free or uninterrupted, that defects will be corrected, or that the website/application available are free from any harmful components including viruses. You acknowledge and agree that the entire risk arising out of your use of the service, and any third-party services, including but not limited to the third-party transportation services remains solely and absolutely with you and you shall have no recourse whatsoever to the company.
Article-17: Termination
The company (Bongo Xpress) reserves the universal right to deny access to particular Partner to any/all of its service without any prior notice or explanation in order to protect the interest of website/Application or other users. We have the right to temporarily or permanently terminate access of any user for any of the following reasons:
If it concludes that you have provided any false information in connection with the registration or are engaged in fraudulent or illegal activities.
You hereby agree that the Company is entitled to terminate this Agreement immediately in the event that you are found to be in breach of any of the terms stipulated in this Agreement. For the avoidance of doubt, the termination of this Agreement shall not require the Company to compensate, reimburse or cover any cost incurred by the merchant, including but not limited to the credit reserved with the Company or any other money paid to the Company in the course of performing your obligations under this Agreement. Before that any kind of dispute will be settled under discussion and participation of both parties (Bongo Xpress and User).
Article-18: Governing Law & Jurisdiction
These terms and conditions of Service shall be governed by and construed in accordance with the laws of the Bangladesh, without regard to the principles of conflict of laws. The governing court shall have exclusive jurisdiction over any disputes, differences or claims arising out of or in connection with these Terms of Service or any Services provided by us pursuant to these Terms of Service.
Article-19: Modification of Terms
Bongo Xpress will set all terms and conditions as per standard deed agreement as permitted in the legal framework and can update in changing circumstances.
Article-20: Miscellaneous
20.1 Force Majeure
We and our affiliates will not be liable for any delay or failure to perform any obligation under these Terms and Conditions where the delay or failure results from any cause beyond our reasonable control, including acts of God, labor disputes or other industrial disturbances, electrical or power outages, utilities or other telecommunications failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, acts or orders of government, acts of terrorism, or war.
20.2 Language
All communications and notices made or given pursuant to this Terms and Conditions must be in the English language. If we provide a translation of the English language version of this Terms and Conditions, the English language version of the Terms and Conditions will control if there is any conflict.
20.3 Severability
If any portion of these Terms and Conditions are held to be invalid or unenforceable, the remaining portions of the Terms and Conditions will remain in full force and effect. Any invalid or unenforceable portions will be interpreted to effect and intent of the original portion. If such construction is not possible, the invalid or unenforceable portion will be severed from these Terms and Conditions but the rest of the Terms and Conditions will remain in full force and effect.
20.4 Feedback
We welcome your input regarding our Policy and any comments on the Services we provide to you. You may send us your comments and responses by post to support@bongoxpress.com .
Latest update: 5th December, 2021
Welcome to the platform of Bongo Xpress.
Bongo Xpress has initially started providing logistics services (online truck rentals, movers & packers, P2P delivery) in Dhaka Metro, Gazipur, Narayanganj, Narsingdi and will be covering up overall Bangladesh soon. You (User) can create trip on Bongo Xpress Mobile Application as per Customer terms & conditions and also can cancel the trip/task as per the following terms:
Trip/Task Cancellation Policy:
Whatever the situation customer must notify the cancellation request directly via live chat or phone call to our support team; and, our support team or driver himself (with Bongo Xpress permission) will cancel the trip.
Customer can cancel the booking any time before inspection visit and will not be charged for that. Even after inspection visit and finalizing the schedule customer can cancel the booking which will be based on mutual discussion between the customer and the service provider (movers & packers). We prefer you not to cancel after having packaging done while you have already paid 10-20% of the total fare to the service provider. In such situation, if you want to cancel the task, we will not have any refund facility for such amount money as taken in advance for packaging.
Customer can cancel the order/task before getting any Pilot assigned, even if the assigned Pilot refuse to carry out your task for valid reason Customer can cancel the delivery task without penalty fee. We do not recommend the customer to cancel the trip once the Pilot has arrived at your pickup address or after 5minutes of creating the delivery task. In such situation you will be charged a minimum amount of cancellation fee to compensate a Pilot for their time and effort.
The user/customer can cancel the service mentioning any valid and justifiable reason. There is no charge for it; hence, irrational frequent cancellation may cause the User account to be put on refusing any service until further clarification is received provided that Bongo Xpress be satisfied with the reason provided by the user/customer. The User/customer account shall be reinstated and in this regard Bongo Xpress’s decision is final.
Return Policy for P2P Delivery Services:
Refund Policy:
If you have any questions on the above, please contact us prior to taking our services; otherwise the customer (you) will be bound to obey our terms and conditions as discussed above.
You Should Remember
Considering the situation mentioned above and our policy, you agree and acknowledge that you shall not raise any dispute with payment repository/payment service providers for refunding the payment. In case if you raise any such disputes then you agree, acknowledge and allow us to instruct payment repository/payment service providers to credit payment in our account as per this clause.
For any complaint/issue the User will report the issue on that specific trip/booking/task from Trip History on the Application within 2 working days of the Trip request made. The User shall also inform about the issue to our customer care directly. Within 7 working days of refund claim, Bongo Xpress will investigate the issue and will get you back with proper solution.
The Company shall not be liable for any conduct of the Pilots (Drivers) and Delivery Partners. However, the Company encourages you to notify it of any complaints that you may have against the Pilot (Driver) that you may have hired using the Company’s Services.
Contact Us
In accordance with Digital Security Act 2018 and National E-commerce Policy 2021 and rules made there under, the contact details of Bongo Xpress are provided below:
Bongo Xpress (Corporate Office)
House 69 (FlatA3, 3rd & 4th Floor, North Side), Road 07
Sector 04, Uttara East, Dhaka- 1230
Support Team: 01322 810649, 01322 810654, 01322 813550, 01322 810657
Telephone: +880241090619
info@bongoxpress.com
Sat – Thu: 10:00Am – 6:00 PM
We Respect Your Privacy
This privacy policy sets out how Bongo Xpress uses and protects any information that you give Bongo Xpress when you use this website.
Bongo Xpress is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Bongo Xpress may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 30th March, 2021.
What We Collect:
We may collect the following information:
With Whom Do We Share the Personal Information We Collect Through This Site:
We will generally use the information that we collect to provide our services, to monitor and analyze visitor activity on our website, promote and support our services, and develop a knowledge base regarding our website users. As detailed below, certain information that you provide may be available to visitors to the Site, and some information will be shared between Customers and Teams and/or Partners.
We may use the information to improve our products and services.
We may periodically send promotional emails, SMSs and make voice calls about new products, special offers or other information which we think you may find interesting using the email address and mobile number which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, SMS, voice, fax or mail. We may use the information to customize the website according to your interests.
You may specifically opt-out of the above in accordance with Bangladesh Telecommunication Act 2001 or otherwise specified.
We make available to you services, products, applications, or skills provided by third parties for use on or through our portals. For example, you can order parcel delivery services or take trucking services from third parties through our portals (applications), download applications from third-party application providers from Google Play/App Store, and enable third party providers to reach you. You will be also involved with financial business parties (banking) for payment purpose. You can tell when a third party is involved in your transactions, and we share customers’ personal information related to those transactions with that third party.
As we continue to develop our business, we might sell or buy other businesses or services. Your personal information may be transferred to another entity (either an affiliated entity or an unrelated third party) in connection with a merger, reorganization, dissolution or similar corporate event. If such a transfer were ever to occur, the acquiring entity’s use of your personal information will still be subject to this Privacy Policy.
We may disclose the personal information we collect through this Site, when we, in good faith, believe disclosure is appropriate to comply with the law (or a court order or subpoena); to prevent or investigate a possible crime, such as fraud or identity theft; to enforce our Terms and Conditions or other agreements that govern your use of this Site; or to protect the rights, property or safety of our company, our users, or others.
External Sites:
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You are advised to read the privacy policy of external sites before disclosing any personal information.
Cookies
A “cookie” is a small data text file that is placed in your browser and allows us to recognize you each time you visit this site (personalization, etc.). Cookies themselves do not contain any personal information, and we do not use cookies to collect personal information. Cookies may also be used by third party content providers such as newsfeeds.
We use traffic log cookies to identify which pages are being used. This helps us analyze data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Security
We strive to ensure the security, integrity and privacy of your information and to protect your personal information against unauthorized access or unauthorized alteration, disclosure or destruction. We adopt adequate measures to prevent unauthorized access to your personal information.
We reserve the right to conduct a security review at any time to verify your identity. You agree to provide us all the information that we request for the security review. If you fail to comply with any security request, we reserve the right to terminate your account with us and prohibit your access to the website.
We are not liable and cannot be held liable for any breach of security or for any actions of any third parties that receive your personal information.
The trademarks, logos and service marks displayed on the website (“marks”) are the property of Bongo Xpress or their partners or respective third parties. You are not permitted to use the marks without the prior consent of Bongo Xpress, the partners or the third party that may own the marks.
Notwithstanding anything contained in this policy or elsewhere, we shall not be held responsible for any loss, damage or misuse of your personal information, if such loss, damage or misuse is attributable to a force majeure event (as defined below). A “force majeure event” shall mean any event that is beyond our reasonable control and shall include, without limitation, sabotage, fire, flood, explosion, acts of god, civil commotion, strikes or industrial action of any kind, riots, insurrection, war, acts of government, computer hacking, unauthorized access to computer data and storage device, computer crashes, breach of security and encryption, etc.
Remember The Risks Whenever You Use The Internet
While we do our best to protect your personal information, we cannot guarantee the security of any information that you transmit to us and you are solely responsible for maintaining the secrecy of any passwords or other account information. In addition, other Internet sites or services that may be accessible through our site have separate data and privacy practices independent of us, and therefore we disclaim any responsibility or liability for their policies or actions. Please contact those vendors and others directly if you have any questions about their privacy policies.
This Policy Is An Agreement
When you visit this Site, you are accepting the practices described in this Privacy Policy.
Updates To This Privacy Policy
We may change the data privacy practices and update this privacy policy as and when the need arises, and the same will be made available on the website. But our commitment to protect the privacy of website users will continue to remain. We suggest that you regularly check this privacy policy to apprise yourself of any updates. Your continued use of website or provision of data or information thereafter will imply your unconditional acceptance of such updates to this privacy policy.
Contact Us
We, Bongo Xpress, abide by all the rules and regulations under National E-commerce Policy 2021. Please contact us at support@bongoxpress.com and let us know if you have any questions or comments about our policies or practices.
Leveraging the experience of e-commerce customers with simple but sophisticated technology which helps the businesses to adopt digitization at its best with automation in distribution as well.
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