Welcome to Trinity Future Worldwide Services (TFW Express) delivery service. These Terms and Conditions govern your use of our delivery services. Please read through these terms carefully before using our services.
By accessing or using our delivery services, you agree to abide by these Terms and Conditions. These conditions represent the entire agreement between the customer and TFW Express and shall prevail to the exclusion of any other terms and conditions which the customer chooses to incorporate.
TFW Express provides international and local delivery services for individuals, government organizations, non-governmental organizations, corporate and non-corporate businesses, institutions, etc. The details of our services, including pricing, pickup, delivery options, and service areas, are available on our website.
Customer must provide accurate and complete information for pick-up and delivery requests at all times to enable swift and complete pickup delivery services.
All goods must be properly packed by the customer to ensure safety while in transit and handled with proper care.
Customer must ensure that the receiver is available to receive their goods at the designated address within the scheduled time and date.
Customer shall pay TFW Express all the demurrage and other fees charged or incurred to warehouse or store Customer's cargo if not received or picked up within the stipulated time for delivery or pickup which must not exceed five (5) working days.
Undelivered shipment due to bad address information provided by the customer would attract additional fees depending on where it is being returned from.
TFW Express has the right to inspect the goods without prior notice to the customer, which includes the right to open the goods and inspect them, and shall in no way be held liable.
TFW Express will not deny Government Agencies e.g., NAFDAC, NDLEA, Customs, and the Police requests for special investigative inspection of shipments while in transit or within TFW Express facilities as the case may be.
Delivery times and dates are estimates only and may be subject to change based on factors beyond our control, including but not limited to:
While we remain committed to ensuring your shipment is delivered safely and in good condition, please note that the Company shall not be held responsible for delivery delays caused by third-party logistics partners or external circumstances outside our control.
Customers are responsible for providing accurate delivery addresses as TFW Express will not deliver to postal codes only. If the goods are deemed unacceptable, or the customer cannot be reached or identified, TFW Express shall make reasonable efforts to reschedule the delivery or provide alternative solutions for the shipment to be delivered at the customer's cost. However, availability and timely delivery cannot be guaranteed.
Payment for our logistics services must be made in full prior to the commencement of the service, unless otherwise agreed upon in writing. Any additional fees, such as customs duties or taxes, incurred during the delivery process are the responsibility of the customer and must be paid promptly upon notification.
Failure to make payment may result in delays or cancellation of the service. All payment transactions are processed securely, and we do not store or retain any payment information. We also reserve the right to pursue legal action to recover any unpaid amounts, and the customer shall be liable for any associated legal fees and costs incurred.
Refunds are issued based on our Refund Policy. Upon receiving your request for a refund, we will conduct an investigation to determine eligibility; if your request is approved, you will be notified, and the refund will be processed.
Whatever the case may be, it is subject to seven (7) working days of investigation before a refund is initiated.
We strive to provide timely and efficient logistics services, but delays may occur due to factors beyond our control, including but not limited to:
In the event of a service delay, we will make reasonable efforts to notify affected customers as soon as possible. Notifications may be sent via email, SMS, WhatsApp, or phone call, depending on the contact information provided by the customer.
We are committed to providing the best possible service and minimizing the impact of any unexpected delays. In the event of such delays, we will make every effort to offer alternative solutions, such as rescheduling deliveries or rerouting shipments, to meet your needs.
TFW Express partners with third-party courier services, such as DHL, FedEx, UPS, USPS, and every other active player in the logistics and transport industry for efficiency, to deliver shipments to locations where we do not have direct coverage or reach. These partnerships are made with the knowledge and consent of our customers.
Please note that any delays or mishandling by these third-party providers are not solely the responsibility of TFW Express. While we do not assume liability for actions taken by these couriers, we will use our relationship with them to ensure that customers are treated fairly and compensated in the event of a lost or damaged shipment. However, TFW Express has no control over the investigation process or the time it may take for third-party couriers to resolve and compensate for any issues.
Prohibited items include but are not limited to:
Additional items prohibited for air shipments:
For international deliveries, customs duties and taxes may apply to your items when they reach the destination country. These charges are determined by the customs authorities of the destination country and are payable by the receiver. TFW Express has no control over these charges.
Clearance Requirements: Shipper and receiver are responsible for providing all necessary documentation required for customs clearance in the destination country.
Consequences of Documentation Failure: In the event that either the shipper or receiver fails to provide the required documentation, the shipper will be responsible for any additional costs incurred, including the return of the shipment to the origin.
TFW Express shall not be held responsible for any delays arising from customs inspections or procedures at border control points.
TFW Express is not liable for any direct, indirect, incidental, special, or consequential damages arising out of or in any way connected with the use of our services, especially in cases where the customer has not adhered to our insurance policy.
TFW Express will not be liable for perishable items, as they are not insurable. Shipment of such items is at the owner's risk.
TFW Express shall not be liable for damage to fragile items; fragile items are sent at the owner's risk.
TFW Express shall not be liable for confiscation or destruction of illegal or illicit items such as copied or unauthorized designer brands and other contraband by government agencies.
In the event of loss or damage to goods where the customer has purchased insurance coverage, compensation will be provided based on the declared value specified in the customer's invoice. This compensation will be issued after our insurance provider has applied any applicable deductible (excess).
We recognize that logistics can be complex, and there may be instances of missing, lost, or damaged shipments, particularly in international logistics. While TFW Express cannot guarantee 100% successful delivery, we commit to compensating customers for any missing, lost, or damaged shipments, based on the insurance package selected.
Coverage: Not more than ₦50,000 compensation
Cost: Free
Minimum Cost: ₦3,500
Rate: 1% of declared value
Maximum Declared Value: ₦5,000,000
The package must be unopened, and the unboxing must be captured from start to finish in a continuous video to serve as valid evidence. Any claim submitted without such visual evidence shall be deemed invalid, and TFW Express shall bear no liability in such instances.
Customers are required to confirm receipt of their shipment promptly upon delivery. If there are any concerns, discrepancies, or damages, they must be reported to us within 48 hours of delivery. After this period, we will assume the shipment was received in good condition, and no further claims will be entertained.
Customers are required to accurately declare the value of each item individually on the Proforma Invoice provided at the time of shipment. This includes listing each item with a clear description and its corresponding unit value, followed by a total declared value at the end of the form.
Where a customer fails to provide itemized values and instead states only a total declared value, TFW Express reserves the right to allocate the total value across the listed items at its sole discretion in the event of loss, damage, or any claims.
For avoidance of doubt, no claim or compensation shall be entertained based on arbitrary or revised item values after shipment, and TFW's discretionary valuation shall be final and binding in such cases.
Where a claim or complaint has been reviewed and a resolution or compensation offer is made, customers are required to respond, either accepting or declining the offer, within seven (7) days from the date the offer is sent. Failure to respond within this time will result in automatic closure of the case, and no further actions will be taken.
If a customer initiates a case or complaint but fails to provide required responses or documentation for more than ten (10) business days, the matter will be deemed abandoned and closed without further notice or liability on our part.
We operate a secure, time-bound document management policy. All case-related materials (emails, evidence, photos, delivery documents) are retained only for 6 months after a case is closed or becomes inactive. After this period, files will be permanently disposed of, and retrieval will no longer be possible.
In the event that TFW Express initiates legal action to recover any outstanding payment or enforce its rights against a customer, or successfully defends itself against any legal claim brought by the customer, the customer shall be liable to reimburse all legal expenses incurred by TFW Express on a full indemnity basis.
This includes, but is not limited to:
All content on our website and mobile app is the intellectual property of TFW Express. Users may not use, reproduce, or distribute it without permission.
These Terms and Conditions are governed by and construed in accordance with the laws of the Federal Republic of Nigeria.
TFW Express reserves the right to modify these Terms and Conditions at any time. Changes are effective immediately upon posting. We recommend that you periodically review these terms to stay informed of any updates.
By using our international and local delivery services, you acknowledge that you have read and understood these Terms and Conditions. If you have any questions or concerns, please contact us:
Email:
privacy@tfwexpress.com
support@tfwexpress.com
Phone:
+234 XXX XXX XXXX (Nigeria)
+60 XXX XXX XXXX (Malaysia)
Nigeria Office:
[Address Line 1]Malaysia Office:
[Address Line 1]