TERMS AND CONDITIONS OF SERVICE

ONYX ROUTE JAMAICA

Effective Date: January 01, 2025

1. Service Description

1.1 Overview

Onyx Route Jamaica ("Onyx Route", "we", "us", or "our") is a licensed courier and logistics service provider registered in Jamaica, offering international import and domestic delivery services. Our primary services include air freight, sea freight, urgent shipping, customs clearance, and personal home delivery across Jamaica.

1.2 Services Offered

We provide the following core services:

- Import Services: Coordination of customs clearance and import logistics for goods arriving from abroad.

- Air Freight: Expedited delivery for lightweight, time-sensitive shipments via air transport.

- Sea Freight: Cost-effective transportation for larger or heavier shipments via sea.

- Urgent Shipping: Fast, reliable delivery within Jamaica, processed 5 days per week with delivery within 24 hours of arrival.

- Personal Home Delivery: All packages are delivered directly to the customer’s home or preferred drop-off location—no in-store pickup is available.

- Customer Support & Concierge Services: Dedicated assistance for shipment tracking, scheduling, customs guidance, and issue resolution.

1.3 Coverage Areas

Our services cover all parishes in Jamaica. International shipments originate from approved global partner hubs. We do not offer international outbound delivery at this time.

1.4 Special Services

- Shipment tracking via our website

- Door-to-door delivery

- Customs documentation support

- Restricted items consultation

- Delivery scheduling (where applicable)

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2. Customer Responsibilities

2.1 Accurate Information

Customers must provide complete, accurate, and up-to-date information, including full name, valid physical address (including parish), contact number, and email address.

2.2 Packaging Requirements

All items must be securely packaged to withstand standard handling during transit. Poorly packaged items that result in damage may not qualify for claims.

2.3 Documentation

For imported goods, customers must ensure all required customs documentation is accurate and complete. Onyx Route reserves the right to request additional documentation to facilitate customs clearance.

2.4 Prohibited and Restricted Items

Customers agree not to ship any item that is prohibited under Jamaican law or Onyx Route’s policies (see Section 6). Customers are responsible for compliance with Jamaica Customs Agency regulations.

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3. Company Responsibilities

3.1 Care Standards

Onyx Route will handle all shipments with reasonable care and in accordance with industry standards. We employ secure handling, tracking systems, and trained personnel to safeguard your packages.

3.2 Delivery Commitments

- Urgent Shipping: Delivery within 24 hours of arrival in Jamaica, Monday to Friday.

- Air Freight: Delivery within 2–3 business days after customs clearance.

- Sea Freight: Delivery within 7–10 business days after customs clearance and arrival at port.

- Personal Home Delivery: Scheduled on Mondays and Fridays; Wednesdays may be added based on volume.

3.3 No Store Pickup

Onyx Route does not operate retail pickup locations. All deliveries are made directly to the customer’s specified address or preferred drop-off point.

3.4 Delivery Attempts

Two (2) delivery attempts will be made. If delivery fails after two attempts, the package will be held at our secure facility in Hopewell, Montego Bay.

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4. Pricing and Payment

4.1 Base Delivery Rates

Pricing is weight-based for air freight as follows:

| Weight (lbs) | Cost (JMD) |

|-------------|------------|

| 1 | $750.00 |

| 2 | $1,450.00 |

| 3 | $2,000.00 |

| 4 | $2,700.00 |

| 5 | $3,250.00 |

| 6 | $3,850.00 |

| 7 | $4,550.00 |

| 8 | $5,250.00 |

| 9 | $6,000.00 |

Note: Rates beyond 9 lbs are calculated at $650 per additional pound.

4.2 Additional Charges

- Processing Fee: $150 JMD per package (non-refundable).

- Dimensional Weight Pricing: Applies to bulky items where volume exceeds actual weight. Calculated as (L x W x H in inches) / 166.

- Storage Fees: $100 JMD per day for packages held beyond 14 calendar days at our collection point in Hopewell, Montego Bay.

4.3 Payment Terms

All fees must be paid in full prior to delivery. We accept online payments via our website. No cash on delivery (COD) service is offered. Accounts with overdue balances may be suspended.

4.4 Price Changes

Onyx Route reserves the right to update pricing with 14 days’ notice posted on our website or communicated via email.

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5. Liability and Insurance

5.1 Liability Limit

Onyx Route’s liability for loss or damage to any shipment is limited to a maximum of $5,000 JMD per package, regardless of the item’s value, unless declared value and additional insurance are purchased (currently not offered).

5.2 Claims Process

- Claims for damaged or lost packages must be submitted in writing within 7 days of delivery or expected delivery date.

- Customers must provide photos of damage, original packaging, and proof of value.

- Onyx Route will investigate and respond within 14 business days.

- No claims will be accepted for prohibited items or improperly packaged goods.

5.3 Exclusions

We are not liable for:

- Delays caused by customs, weather, or government actions (see Section 8).

- Damage due to inadequate packaging.

- Loss or damage to prohibited items.

- Indirect, consequential, or punitive damages.

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6. Prohibited Items

6.1 General Prohibitions

Onyx Route does not accept any item prohibited under Jamaican law or by the Jamaica Customs Agency, including but not limited to:

- Firearms, weapons, and explosives

- Illegal drugs and narcotics

- Pornographic material

- Perishable food items without proper packaging

- Live animals

- Currency, precious metals, or jewelry (unless declared and insured – not currently offered)

- Counterfeit goods

- Flammable, corrosive, or hazardous materials (e.g., batteries, aerosols, chemicals)

6.2 Restricted Items Guidance

We offer advisory support to help customers determine if an item is restricted. However, final compliance responsibility rests with the customer.

6.3 Seizure and Penalties

If prohibited items are discovered, Onyx Route will immediately notify the Jamaica Customs Agency or relevant authorities. The customer may be held liable for fines, penalties, or legal action.

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7. Delivery Terms

7.1 Timeframes

While we strive to meet all delivery estimates, delivery times are not guaranteed and may be affected by customs clearance, weather, or other external factors.

7.2 Failed Deliveries

- Two (2) delivery attempts will be made.

- After two failed attempts, the package will be held at our facility in Hopewell, Montego Bay.

- Customer will be notified via email and phone.

- Storage fees apply after 14 days (see Section 4.2).

7.3 Redelivery

Redelivery can be scheduled upon payment of any applicable storage fees and re-delivery charges, if applicable.

7.4 Address Changes

Address changes must be requested before dispatch. A $200 JMD administrative fee applies for changes after dispatch.

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8. Force Majeure

Onyx Route shall not be liable for any failure or delay in performance due to causes beyond our reasonable control, including but not limited to:

- Natural disasters, hurricanes, or adverse weather

- Civil unrest, strikes, or government restrictions

- Customs delays or regulatory changes

- Pandemics or public health emergencies

- Acts of God or war

We will notify customers of significant delays where possible.

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9. Dispute Resolution

9.1 Complaint Process

Customers with complaints should contact us within 7 days of the incident via:

- Email: [email protected]

- Phone: [Insert Business Phone Number]

- Website Contact Form

We aim to resolve all complaints within 10 business days.

9.2 Escalation

If unresolved, disputes may be referred to the Consumer Affairs Commission (CAC) of Jamaica for mediation under the Fair Competition Act and Consumer Protection Act.

9.3 Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Jamaica. Any legal action shall be brought in the courts of the Parish of St. James, Jamaica.

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10. Privacy and Data Protection

10.1 Data Collection

We collect personal information (name, address, phone, email, shipment details) necessary to provide our services.

10.2 Use of Data

Customer data is used solely for:

- Processing and tracking shipments

- Communication regarding delivery

- Compliance with customs and regulatory requirements

10.3 Data Protection

We comply with Jamaica’s Data Protection Act, 2020. Customer data is stored securely and not shared with third parties except:

- Logistics partners (on a need-to-know basis)

- Government agencies (e.g., Jamaica Customs) as required by law

10.4 Data Retention

Shipment records are retained for 2 years for audit and compliance purposes, then securely destroyed.

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11. Modification Terms

Onyx Route reserves the right to modify these Terms and Conditions at any time. Changes will be effective:

- Upon posting on our website: https://onyxrouteja.com/

- And/or via email notification to registered customers

Continued use of our services constitutes acceptance of the updated terms.

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12. Termination Clauses

12.1 Account Closure

Customers may close their account at any time by contacting us in writing. Outstanding fees must be settled before closure.

12.2 Company Termination Rights

Onyx Route may suspend or terminate a customer’s account if:

- There is repeated violation of these terms

- Prohibited items are shipped

- Payments are overdue by more than 30 days

- Fraudulent activity is suspected

12.3 Effect of Termination

Upon termination, all rights to use our services cease. Unclaimed packages remain subject to storage fees.

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ACKNOWLEDGEMENT

By using Onyx Route Jamaica’s services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We are committed to providing Reliable, Quick, and Affordable service to our customers across Jamaica.