Terms of Service

These Terms apply to all freight, transportation, customs brokerage, cold chain, last-mile delivery, and dedicated fleet services provided by RoadLink. Specific services may also be subject to additional service-level agreements ("SLAs") or schedule of rates agreed in writing.

If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. If you do not have such authority, or if you do not agree with these Terms, do not use our services.

• "Booking" means any confirmed order for freight or logistics services placed by the Customer.
• "Cargo" means any goods, freight, packages, pallets, or other items tendered by the Customer for transport.
• "Consignee" means the person or entity designated by the Customer to receive the Cargo at the destination.
• "POD" means Proof of Delivery — a signed document or electronic record confirming delivery to the Consignee.
• "Services" means any freight, logistics, customs, cold chain, last-mile, or fleet services provided by RoadLink as described on our website or in a service agreement.
• "Waybill / CMR" means the transport document issued by RoadLink for each shipment, which forms part of the contract of carriage.
• "Force Majeure Event" means any circumstance beyond a party's reasonable control as described in Section 9.

RoadLink provides the following categories of services, full details of which are available on our website at roadlinklogistics.com:

• Domestic Land Freight (FTL and LTL) within Saudi Arabia
• International Freight and Customs Brokerage across the GCC and international markets
• Heavy Equipment and Oversized Cargo Transport
• Cold Chain Logistics for temperature-sensitive goods
• Last Mile Delivery within Saudi metro areas
• Dedicated Fleet Solutions for enterprise clients

RoadLink reserves the right to subcontract any part of the Services to third-party carriers or agents. We remain responsible for the performance of any subcontractor engaged on your behalf.

4.1 Placing a Booking

Bookings may be placed via our online portal, email, telephone, or through your dedicated account manager. A Booking is confirmed only upon RoadLink's written or electronic acceptance. Provisional bookings do not constitute a contract until confirmed.

4.2 Your Obligations at Booking

You are responsible for providing accurate and complete information, including:

• Full and correct description of the Cargo, including weight, dimensions, and declared value.
• Collection and delivery addresses, contact names, and telephone numbers.
• Special handling instructions (hazardous material classification, temperature requirements, fragility, etc.).
• All required documentation for customs clearance where applicable.

RoadLink shall not be liable for delays, damage, or additional costs arising from inaccurate or incomplete information provided by you.

4.3 Cancellations & Amendments

Cancellations made more than 24 hours before the scheduled collection time are free of charge. Cancellations within 24 hours may incur a cancellation fee of up to 25% of the quoted rate. Material amendments to a confirmed Booking (e.g., address changes, cargo additions) must be notified as early as possible and may affect the quoted rate.

5.1 General Acceptance

RoadLink reserves the right to accept, refuse, or require special handling for any Cargo at its sole discretion. Acceptance of a Booking does not constitute acceptance of Cargo that is later found to be non-compliant with these Terms.

5.2 Prohibited Items

The following items are strictly prohibited from being tendered to RoadLink for transport:

• Items prohibited or restricted under the laws of the Kingdom of Saudi Arabia or the applicable destination country.
• Weapons, ammunition, explosives, and materials used in the manufacture thereof.
• Narcotics, controlled substances, or precursor chemicals without valid government authorisation.
• Counterfeit goods, pirated materials, and items infringing intellectual property rights.
• Human remains or body parts (except with proper governmental and medical authority).
• Live animals (except with advance written agreement and appropriate certification).
• Cash, currency, negotiable instruments, and bearer bonds.
• Items of exceptional value (artworks, jewellery) without prior written declaration and agreed insurance.

5.3 Hazardous Materials

Hazardous materials classified under ADR / IMDG / IATA conventions may only be accepted with prior written agreement and must be accompanied by full MSDS sheets, proper UN labelling, and all required Saudi regulatory approvals. The Customer is responsible for correct classification and packaging.

6.1 Rates & Quotes

All rates are quoted in Saudi Riyals (SAR) unless otherwise specified and are valid for the period stated in the quotation. Quoted rates are based on declared cargo specifications; any variation in actual weight, dimensions, or cargo type may result in rate adjustments.

6.2 Invoicing

Invoices are issued in compliance with ZATCA's e-invoicing (FATOORAH) regulations. Approved Tax Invoices will be issued for all taxable supplies and are valid for VAT input recovery purposes.

6.3 Payment Terms

• Standard credit accounts: Net 30 days from invoice date.
• New customers without an approved credit account: Payment in advance or on booking.
• Dedicated Fleet Solutions: Monthly in advance as per the contracted schedule.
• Freight collect arrangements: As agreed in writing in the relevant service agreement.

6.4 Late Payment

Invoices not paid by the due date will accrue interest at 1.5% per month (or the maximum rate permitted under Saudi law, whichever is lower). RoadLink reserves the right to suspend services and exercise a lien on any Cargo in our custody until all outstanding amounts are settled.

6.5 Surcharges

RoadLink may apply surcharges for fuel (FSC), waiting time exceeding 1 hour at collection or delivery, failed delivery reattempts, remote area delivery, and specialised handling requirements. Current surcharge schedules are available on request.

7.1 RoadLink's Liability

RoadLink's liability for loss of or damage to Cargo during domestic transport is limited to the lower of:

• The actual proven value of the damaged or lost goods, or
• SAR 50 per kilogram of gross weight of the affected Cargo.

For international shipments, liability is governed by the applicable international convention (CMR for road, Hague-Visby for sea) or as specifically agreed in writing.

7.2 Exclusions from Liability

RoadLink shall not be liable for:

• Loss or damage caused by inherent vice, defective packaging, or improper labelling by the Customer.
• Delays caused by customs inspections, government holds, border closures, or regulatory interventions.
• Consequential, indirect, or economic losses including loss of profit, loss of market, or loss of contract.
• Damage to Cargo that was not apparent at the time of delivery and was not noted on the POD.
• Events constituting Force Majeure as defined in Section 9.
• Cargo that was prohibited under Section 5.2 of these Terms.

7.3 Claims Procedure

Claims for loss or damage must be submitted in writing to claims@roadlinklogistics.com within the following timeframes:

• Visible damage: Noted on the POD at the time of delivery; written claim within 7 calendar days.
• Concealed damage: Written claim within 14 calendar days of delivery.
• Loss (non-delivery): Written claim within 30 calendar days of the scheduled delivery date.

Claims submitted outside these timeframes will not be accepted. All claims must include the waybill number, description of the damage or loss, and supporting evidence (photographs, survey reports, invoices).

RoadLink's standard liability does not constitute cargo insurance. We strongly recommend that all Customers arrange adequate all-risks cargo insurance for the declared value of their goods.

RoadLink can arrange cargo insurance on your behalf at additional cost — please request this at the time of booking. Insurance arranged by RoadLink is subject to the terms and conditions of the insurer and does not extend RoadLink's own liability.

Neither party shall be liable for failure or delay in performing its obligations under these Terms where such failure or delay is caused by events beyond that party's reasonable control, including but not limited to:

• Acts of God: floods, earthquakes, severe weather, sandstorms, or other natural disasters.
• Acts of government or authority: border closures, embargoes, trade sanctions, road closures, or mandatory inspections.
• Industrial action: strikes or labour disputes not involving the affected party's own employees.
• War, terrorism, civil unrest, or acts of sabotage.
• Pandemic or epidemic affecting operations or the movement of Cargo.
• Infrastructure failures: fuel shortages, road network outages, or port closures.

The affected party must notify the other in writing as soon as reasonably practicable. If a Force Majeure Event continues for more than 30 days, either party may terminate the affected Booking without liability.

All content on the RoadLink website — including text, graphics, logos, icons, images, software, and data compilations — is the intellectual property of RoadLink Logistics Company or its licensors and is protected by Saudi and international copyright and trademark law.

You may not reproduce, distribute, modify, create derivative works from, or commercially exploit any content from our website without our prior written permission. Unauthorised use may constitute a violation of Saudi copyright law.

RoadLink may immediately suspend or terminate your access to our services and/or any ongoing service agreement if:

• You breach any material provision of these Terms and fail to remedy the breach within 14 days of written notice.
• You become insolvent, enter liquidation, or are subject to any insolvency proceedings.
• Payment on your account is overdue by more than 45 days.
• You tender Cargo that is prohibited, misdeclared, or constitutes a safety risk to our personnel or network.
• You use our services for any unlawful or fraudulent purpose.

Upon termination, all outstanding invoices become immediately due and payable. Termination does not affect any rights or remedies accrued prior to the termination date.

These Terms and any disputes arising from them are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia.

In the event of a dispute, the parties agree to first attempt good-faith negotiation for a period of 30 days. If the dispute is not resolved through negotiation, it shall be referred to the competent courts of Riyadh, Kingdom of Saudi Arabia, which shall have exclusive jurisdiction.

For claims under SAR 100,000, the parties may elect to refer the dispute to a mutually agreed commercial mediator before commencing court proceedings.

RoadLink reserves the right to amend these Terms at any time. Material changes will be communicated to registered account holders via email no less than 14 days before taking effect, and the updated Terms will be published on this page with a revised effective date.

Your continued use of our services after the effective date constitutes acceptance of the revised Terms. If you do not accept the changes, you must notify us in writing and cease using our services.

For questions about these Terms, please contact our Legal department:

For claims specifically, please email claims@roadlinklogistics.com with your waybill number and supporting documents.