Terms of service

1. Who we are and what these terms cover

These terms are an agreement between you (the business that opens a Boneek Courier account, and every person who uses it for that business) and Boneek, the operator of Boneek Courier in Bangladesh. By ticking "I agree" or by booking a parcel, you accept them.

You must be at least 18 years old and allowed to run your business in Bangladesh. The person who accepts these terms confirms they can bind the business.

2. What Boneek Courier does

Boneek Courier is a managed courier gateway. Boneek's riders pick up parcels from your pickup address and bring them to a Boneek hub. We check, weigh and sort them there and hand each parcel to a delivery partner (for example Pathao, Steadfast, RedX, Paperfly, Sundarban, eCourier or Delivery Tiger) that delivers it to your buyer.

Boneek chooses or recommends the delivery partner for each parcel. You deal only with Boneek: one account, one rate card, one balance and one support team. You don't need, and we don't use, your own account with any delivery partner.

Delivery times shown in the app are estimates, not guarantees. Weather, strikes (hartal), road closures, public holidays and partner delays can make parcels late. Late delivery alone is not grounds for compensation.

If a buyer refuses a parcel or can't be reached after the partner's attempts, it is returned to you through the Boneek hub (return to origin).

3. Your responsibilities

You give a correct buyer name, phone number, full address and COD amount for every parcel, and a true description and declared value of what is inside.

You pack each parcel so it survives normal handling, label it with the label we provide, and keep it ready at the pickup time you chose.

You are the seller to your buyer. You are responsible for the goods, their quality, warranties, refunds to buyers, and any VAT, tax or license your business needs.

4. Prohibited items

We don't carry, and you must not book: anything illegal in Bangladesh; narcotics, drugs without a valid prescription channel, and alcohol; weapons, ammunition, explosives, fireworks and replicas; flammable, corrosive, toxic or other dangerous goods (including gas cylinders and loose batteries); cash, checks, prize bonds, gold, jewelry of high value and other valuables; live animals and human remains; counterfeit or pirated goods; pornographic material; and anything a delivery partner refuses.

If we find or reasonably suspect a prohibited item, we may refuse, hold or return the parcel at your cost, report it to the authorities when the law requires, and suspend your account. Compensation never applies to prohibited items, and you are responsible for any fine, damage or claim they cause.

5. Charges and deductions

You pay Boneek's charges from your rate card: the delivery charge (by area and weight), the COD charge on the amount collected, and the return charge when a parcel comes back. The price is shown before you confirm a booking. All amounts are in Bangladeshi taka.

Charges are taken from your balance when you book and refunded in full if you cancel before pickup. If our hub weighs a parcel heavier than you declared, we may charge the difference; you see it on the parcel and can ask us to check it.

We may deduct from your balance: charges, return charges, weight differences, amounts we paid you by mistake, and amounts you owe us. Every deduction appears in your passbook with the parcel or reason it relates to.

Your balance may go below zero up to the limit shown in your account. While it is below that limit you can't book new parcels until you recharge or COD comes in. Money you add by recharge (recharge credit) pays for charges; it is not COD.

We tell you at least 7 days in advance, in the app, before we raise rate card prices for your account.

6. Cash on delivery: custody and payouts

The delivery partner collects COD from your buyer on Boneek's behalf. Boneek holds that money for you and shows it in your balance. It is your money; we don't use it for anything except paying you and settling what you owe us.

COD becomes available to withdraw when the delivery partner has paid (remitted) it to Boneek, usually within 1 to 3 working days after delivery. A parcel marked delivered is not the same as money received: we pay you what the partner actually remitted for that parcel.

If a rider collected less than the COD amount without your or our approval, we pay you what was actually collected and recover the difference from the delivery partner. When we recover it, we credit it to you.

You withdraw to a personal bKash or a bank account in your own or your business's name (bKash Merchant and Agent numbers can't receive withdrawals). Approved withdrawals are usually sent within one working day; bank transfers (BEFTN) follow the banks' schedule. A new or changed payout account can receive money after 48 hours. Large withdrawals may need a second approval at Boneek.

Withdrawals are allocated parcel by parcel, and every withdrawal has a statement showing which parcels it pays for and what was deducted. If a withdrawal doesn't arrive or has the wrong amount, report it from the withdrawal page within 30 days.

7. Business verification (KYC) and the monthly limit

We are required to know who we pay. Until your business is verified, you can withdraw up to Tk 50,000 per calendar month (Dhaka time). Above that, we ask for the owner's National ID (NID) and, for registered businesses, a trade license or other proof of the business.

If verification is not completed by the deadline shown in your account, we may pause new bookings until it is. Parcels already on the way continue, and money you are owed stays yours.

We may ask for more information, hold a payout, or suspend an account if we reasonably suspect fraud, money laundering, or use of a payout account that isn't yours.

8. Lost or damaged parcels and our liability

From the moment our rider scans your parcel until it is delivered to your buyer or back in your hands, Boneek is responsible for it: while it is with our rider, in our hub, or with the delivery partner we chose. You never have to claim from a delivery partner.

You don't need to file anything when a parcel is lost. We watch every hand-over. A parcel in our own care with no update for 3 days, or with a delivery partner with no scan for 14 days (we start chasing at 7), is declared lost. We tell you on the parcel page and by SMS what we will pay and by when.

What we pay: the parcel's value up to Tk 5,000, plus a refund of its delivery charge. The value is the declared value; for an order, the order price. For a prepaid order with no declared value we use the order value. If the parcel was a COD parcel and the delivery partner collected less than the COD without your agreement, we pay you the difference.

Proof: up to Tk 2,000 no proof is needed. Above Tk 2,000 we check the value against your order price; if there is no order, we pay up to Tk 2,000 at once and the rest when you send the invoice or supplier bill.

When we pay: within 3 working days of declaring the parcel lost or damaged, into your Boneek balance, whatever the delivery partner does. Recovering the money from the delivery partner is Boneek's job and never delays your payment. If a parcel we paid for turns up, the payment stays yours unless the parcel is then delivered or returned to you.

Damage: we check every parcel's weight and photo when it reaches our hub. Damage caused in our or our partner's care is paid the same way. Damage noticed by your buyer, a wrong or partial item, or "delivered but not received" can be reported to Support within 7 days; we open the case for you and reply within 2 working days.

We don't pay for: prohibited items; damage caused by poor packing (shown by our hub photo); a box that was light or empty when we received it (shown by our hub weight); wrong details you gave; perishable goods; delays; events outside our reasonable control (floods, hartal, government orders, network outages); or indirect loss such as lost profit. Fragile or liquid goods are covered when packed to our packing guide. Our total liability for any one parcel is the amount above.

9. Your data and your buyers' data

We collect your business details, the details of the people who use your account, and your buyers' names, phone numbers and addresses. We use them only to pick up and deliver parcels, contact buyers about delivery, pay you, support you, prevent fraud, and meet legal duties.

We share buyer details only with the delivery partner carrying that parcel, and your details only with service providers who help us run Boneek Courier (such as SMS and payment providers) and with authorities when the law requires. We never sell personal data.

We keep: one-time sign-in codes for 7 days; other messages for 90 days; KYC documents for 5 years after your account closes; and money records (passbook, withdrawals, statements) permanently, as accounting and tax law requires.

You confirm you have the right to give us your buyers' details for delivery. You can download your data at any time from Settings > Your account.

10. Suspension and closing your account

You can ask to close your account from Settings > Your account. We close it once no parcels are on the way and nothing is owed. If you still have a positive balance (including recharge credit), we refund all of it to a verified payout account in your name before closing.

We may suspend or close an account that breaks these terms, ships prohibited items, or is used for fraud. We tell you why unless the law prevents it. Money you are owed is still paid to you, after deducting what you owe us.

A closed account becomes read-only. Records are kept as described in section 9.

11. Disputes

If something goes wrong, open a ticket from Support in your dashboard. Your account manager will reply and try to settle it within 10 working days.

If we can't agree, either side may refer the dispute to mediation in Dhaka before going to court. Nothing here stops you from contacting the Directorate of National Consumer Rights Protection or any other authority.

12. Governing law and changes

These terms are governed by the laws of the People's Republic of Bangladesh. The courts of Dhaka have jurisdiction.

When we change these terms we show the new version the next time you sign in, and you accept it before continuing. Changes don't affect parcels already booked.