Last Updated: October 8, 2025
Welcome to Isnaad ("Isnaad," "we," "us," or "our"). These Terms of Service ("Terms") govern your access to and use of our fulfillment, warehousing, shipping, and logistics services (collectively, the "Services") in the Kingdom of Saudi Arabia. By registering for, accessing, or using our Services, you agree to be bound by these Terms.
If you are entering into these Terms on behalf of a company, organization, or other legal entity, you represent that you have the authority to bind such entity to these Terms. Please read these Terms carefully before using our Services.
Isnaad provides comprehensive third-party logistics (3PL) services including but not limited to:
Specific service availability and features may vary based on your subscription plan and location within Saudi Arabia.
To use our Services, you must create an account. You agree to:
You must be at least 18 years old or the age of majority in your jurisdiction to use our Services. Accounts are non-transferable.
4.1 Fees: Our pricing is based on the services you use and is detailed in your service agreement or pricing schedule. Fees may include storage fees, fulfillment fees, shipping costs, and additional service charges.
4.2 Payment Terms: Payment is due according to the terms specified in your invoice or service agreement. We accept payment via bank transfer, credit card, or other agreed payment methods. All prices are in Saudi Riyals (SAR) unless otherwise specified.
4.3 VAT: All fees are exclusive of Value Added Tax (VAT) and other applicable taxes, which will be added to your invoice as required by Saudi Arabian law. You are responsible for paying all taxes associated with your use of the Services.
4.4 Late Payment: Late payments may incur interest charges of 1.5% per month or the maximum rate permitted by law, whichever is lower. We reserve the right to suspend Services for accounts with overdue balances exceeding 30 days.
4.5 Price Changes: We reserve the right to modify our pricing with 30 days' written notice. Continued use of Services after such notice constitutes acceptance of the new pricing.
5.1 Delivery Estimates: Delivery timeframes are estimates based on carrier schedules and are not guaranteed. Actual delivery times may vary due to factors beyond our control including weather, carrier delays, customs clearance, and local conditions.
5.2 Shipping Carriers: We work with reputable third-party shipping carriers. While we exercise care in selecting carriers, we are not responsible for carrier delays, loss, or damage during transit unless caused by our negligence.
5.3 Shipping Address: You are responsible for providing accurate shipping information. We are not liable for failed deliveries due to incorrect or incomplete addresses provided by you or your customers.
5.4 Customs and Duties: For international shipments, customers are responsible for customs duties, import taxes, and clearance fees unless otherwise agreed in writing.
6.1 Acceptable Products: We reserve the right to refuse storage of any items that are illegal, hazardous, perishable without proper arrangements, or that violate these Terms or Saudi Arabian law.
6.2 Prohibited Items: You may not store or ship: explosives, flammable materials, weapons, illegal drugs, counterfeit goods, or items that violate intellectual property rights. A complete list of prohibited items is available upon request.
6.3 Product Liability: You represent and warrant that all products stored with us comply with Saudi Arabian laws and regulations, including product safety standards, labeling requirements, and import regulations.
6.4 Storage Duration: Storage fees apply as specified in your service agreement. Products stored beyond agreed terms may incur additional fees. We reserve the right to dispose of abandoned inventory after 90 days' notice.
7.1 Return Processing: We provide return processing services according to your specified return policy. You are responsible for communicating your return policy to your customers.
7.2 Service Refunds: If we fail to meet our service level agreements due to our fault, you may be eligible for service credits as specified in your service agreement. Refunds for services are handled on a case-by-case basis.
7.3 No Refund for Third-Party Costs: Shipping costs, carrier fees, and other third-party expenses are generally non-refundable except in cases of our gross negligence or willful misconduct.
8.1 Service Limitations: While we strive to provide excellent service, we cannot guarantee uninterrupted or error-free service. Our Services are provided "as is" and "as available."
8.2 Liability Cap: To the maximum extent permitted by Saudi Arabian law, our total liability for any claims arising from or related to the Services shall not exceed the fees you paid to us in the three (3) months preceding the claim.
8.3 Excluded Damages: We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost revenue, lost data, or business interruption, even if we have been advised of the possibility of such damages.
8.4 Product Liability: We are not liable for defects in your products, product recalls, or claims arising from the use of your products by end customers. You are responsible for all product liability matters.
8.5 Insurance: We maintain appropriate insurance coverage. For high-value inventory, we recommend you obtain additional insurance coverage.
You agree to indemnify, defend, and hold harmless Isnaad, its officers, directors, employees, agents, and affiliates from any claims, damages, losses, liabilities, and expenses (including reasonable attorneys' fees) arising from: (a) your breach of these Terms; (b) your products or services; (c) your violation of any law or regulation; (d) your violation of any third-party rights, including intellectual property rights; or (e) any negligent or wrongful conduct on your part.
10.1 Our IP: All intellectual property rights in our Services, including software, technology, trademarks, and content, are owned by or licensed to Isnaad. You may not copy, modify, distribute, or reverse engineer any part of our Services without written permission.
10.2 Your IP: You retain all rights to your products, brands, and content. By using our Services, you grant us a limited license to handle, store, photograph, and ship your products as necessary to provide the Services.
10.3 Trademark Usage: You may not use our trademarks or branding without prior written consent, except as necessary to indicate you use our Services.
We collect and process personal data in accordance with our Privacy Policy and applicable Saudi Arabian data protection laws. By using our Services, you consent to such processing and warrant that all data you provide is accurate.
You are responsible for obtaining necessary consents from your customers for us to process their personal data (including names, addresses, and contact information) as required to fulfill orders.
We commit to maintaining high service standards. Specific service level agreements (SLAs) regarding order processing times, accuracy rates, and support response times are detailed in your service agreement.
In the event we fail to meet our SLA commitments due to reasons within our control, you may be eligible for service credits as outlined in your agreement. SLAs do not apply during force majeure events or system maintenance periods.
13.1 Term: These Terms commence when you first access our Services and continue until terminated by either party.
13.2 Termination by You: You may terminate your account at any time with 30 days' written notice. You remain responsible for all fees incurred before termination and for removing your inventory within the notice period.
13.3 Termination by Us: We may suspend or terminate your access to Services immediately if: (a) you breach these Terms; (b) you fail to pay amounts due; (c) we are required to do so by law; or (d) continuing to provide Services creates risk of harm or liability.
13.4 Effect of Termination: Upon termination, you must retrieve your inventory within 30 days. After this period, we may charge storage fees or dispose of unclaimed inventory. All outstanding fees become immediately due.
We shall not be liable for any failure to perform our obligations due to circumstances beyond our reasonable control, including acts of God, war, terrorism, civil unrest, government actions, epidemics, pandemics, natural disasters, utility failures, internet disruptions, labor disputes, or carrier delays. During such events, our obligations shall be suspended, and we will make reasonable efforts to resume normal operations.
15.1 Governing Law: These Terms shall be governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia, without regard to conflict of law principles.
15.2 Negotiation: In the event of any dispute, the parties agree to first attempt to resolve the matter through good faith negotiation for a period of 30 days.
15.3 Jurisdiction: Any disputes that cannot be resolved through negotiation shall be subject to the exclusive jurisdiction of the competent courts in Riyadh, Kingdom of Saudi Arabia.
15.4 Limitation Period: Any claims must be filed within one (1) year after the cause of action arises, or such claim shall be permanently barred.
We reserve the right to modify these Terms at any time. We will provide notice of material changes via email or through our Service at least 30 days before the changes take effect. Your continued use of the Services after such notice constitutes acceptance of the modified Terms. If you do not agree to the modifications, you may terminate your account in accordance with Section 13.2.
17.1 Entire Agreement: These Terms, together with any service agreements and our Privacy Policy, constitute the entire agreement between you and Isnaad regarding the Services.
17.2 Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17.3 Waiver: No waiver of any term shall be deemed a further or continuing waiver of such term or any other term.
17.4 Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign these Terms without restriction.
17.5 Language: These Terms may be provided in multiple languages. In the event of any conflict, the English version shall prevail.
For questions about these Terms or our Services, please contact us:
Isnaad
Al Dahma St, Al Mashael, RNMA 7084
Riyadh 14325, Saudi Arabia
Phone: +966 8001111905
Email: hello@isnaad.ai
VAT Registration: Registered for VAT in Saudi Arabia
By using Isnaad's Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. If you do not agree to these Terms, please do not use our Services.