Terms & Conditions

1. Definitions

In these Terms and Conditions, the following definitions shall apply unless the context requires otherwise:

• "Company" refers to Top Line Express, its subsidiaries, affiliates, employees, and authorized agents, having its registered office at Road # 14, House # 08, Sector # 03, Uttara, Dhaka -1230, Bangladesh.
• "Client" or "Shipper" refers to any individual, business, or organization that engages the Company's services for freight forwarding, customs clearance, courier, or any other logistics services.
• "Consignee" refers to the person or entity designated to receive the shipment at the destination address.
• "Goods" or "Cargo" refers to all items, packages, documents, or merchandise tendered to the Company for transport, handling, storage, or related services.
• "Services" refers to all freight forwarding, shipping, customs clearance, warehousing, courier, hand carry, and related logistics services provided by the Company.

2. Scope of Services

Top Line Express provides the following services subject to these Terms and Conditions:

• International and domestic freight forwarding (air, ocean, and surface)
• Worldwide express courier and cargo delivery services
• Customs brokerage, clearance, and documentation services
• Hand carry (on-board courier) delivery services
• Warehousing, storage, and distribution services
• Cargo insurance arrangement and claims processing
• Packaging, labeling, and consolidation services

The Company acts as a freight forwarder and agent. Unless otherwise agreed in writing, the Company does not act as a carrier and shall not be liable as a carrier. The Company reserves the right to subcontract any or all of its services to third-party carriers, agents, or service providers.

3. Booking & Agreement

4. Client Obligations

The Client agrees and undertakes the following responsibilities:

1. Provide accurate and complete shipment information including item descriptions, declared values, weights, dimensions, and recipient details.
2. Ensure all goods are properly and safely packed in accordance with the Company's shipping guidelines and international shipping standards.
3. Provide all required documentation including commercial invoices, packing lists, permits, licenses, and certificates of origin as applicable.
4. Comply with all applicable export, import, customs, and trade compliance laws and regulations of both origin and destination countries.
5. Declare the true and accurate value of all goods for customs and insurance purposes. Under-declaration or misrepresentation of goods may result in seizure, penalties, and legal action.
6. Not tender prohibited, illegal, hazardous, or restricted items without prior written authorization from the Company.
7. Make timely payment of all invoiced charges as per agreed payment terms.

5. Liability & Limitation

6. Customs, Duties & Taxes

Import duties, taxes, and customs processing fees are levied by the destination country's government and are the sole responsibility of the Client or Consignee unless explicitly agreed otherwise in writing.

• The Company may advance customs duties and taxes on behalf of the Client. Such amounts shall be reimbursed by the Client upon demand plus any applicable service fees.
• The Company is not responsible for any actions taken by customs authorities, including inspection, seizure, destruction, or delay of goods.
• Any fines, penalties, or additional charges imposed by customs or government authorities due to incorrect, incomplete, or false information provided by the Client shall be borne entirely by the Client.

7. Payment Terms

All charges are payable in Bangladeshi Taka (BDT) or US Dollars (USD) as specified in the invoice.

• Credit Terms: Payment is due within 15 days of the invoice date unless otherwise agreed in writing. New clients may be required to pay in advance.
• Late Payment: Overdue invoices shall accrue interest at a rate of 2% per month from the due date until full payment is received.
• Lien: The Company retains a general lien on all goods and documents in its possession for all amounts owed by the Client. If payment is not received within 30 days of demand, the Company may sell the goods at public or private sale to recover amounts owed.
• Disputed Invoices: Any invoice dispute must be raised in writing within 7 days of the invoice date. Undisputed portions must be paid by the due date.

8. Claims Procedure

1. All claims for loss, damage, or delay must be submitted in writing to the Company within 7 days of delivery (or expected delivery date in case of loss).
2. Claims must include: the tracking/AWB number, original commercial invoice, photographs of damaged goods and packaging, a written description of the claim, and the claimed amount with supporting documentation.
3. The Company will acknowledge receipt of the claim within 3 business days and will endeavor to resolve the claim within 30 business days.
4. Failure to submit a claim within the prescribed timeframe shall constitute a waiver of all rights to claim against the Company.
5. The Company's decision on claims is final and binding unless disputed through formal arbitration.

9. Insurance

Cargo insurance is not included by default unless explicitly requested and confirmed by the Client. The Company can arrange all-risk cargo insurance through its insurance partners at an additional premium. Insurance claims are subject to the terms and conditions of the insurance policy issued by the underwriter. The Company acts solely as an intermediary and is not liable for the insurance provider's decisions.

10. Force Majeure

The Company shall not be liable for any failure or delay in performance due to events beyond its reasonable control, including but not limited to: natural disasters, pandemics, epidemics, war, terrorism, sanctions, government regulations, port congestion, strikes, labor disputes, power failures, IT system failures, and transportation disruptions. In such events, the Company will use reasonable efforts to resume services as soon as practicable.

11. Confidentiality & Data Protection

The Company respects the privacy of its Clients and will handle all personal and business information in accordance with applicable data protection laws. Client information will not be shared with third parties except as necessary for the performance of contracted services, compliance with legal requirements, or with the Client's explicit consent.

12. Governing Law & Dispute Resolution

These Terms and Conditions shall be governed by and construed in accordance with the laws of the People's Republic of Bangladesh. Any dispute arising out of or in connection with these terms shall first be attempted to be resolved through good-faith negotiation. If negotiation fails, the dispute shall be referred to binding arbitration under the rules of the Bangladesh International Arbitration Centre (BIAC), with the seat of arbitration in Dhaka, Bangladesh. The language of arbitration shall be English.

13. Amendments

The Company reserves the right to amend, modify, or update these Terms and Conditions at any time without prior notice. The latest version shall always be available on our website and shall apply to all services from the date of publication. Continued use of the Company's services after any amendment constitutes acceptance of the revised terms.