Contents
1Definitions
- "Company" or "MIX EXPRESS": MIX EXPRESS SHIPMENT SERVICES LLC, Dubai, United Arab Emirates.
- "Customer": any individual or company using the platform or our services. An individual customer registers in their own name; a company customer registers as a licensed business.
- "Agent": an individual or company approved by the Company to sell its services under its name under the agent program in these terms.
- "Platform": app.mixexpress.ae and its accounts, quotations, bookings, tracking and invoices.
2Accounts and identity
- Customers must give accurate, complete information and keep it up to date.
- Individuals provide an ID or passport number; companies provide their trade licence and TRN where applicable. The Company may ask for copies before any shipment.
- Customers are responsible for keeping their sign-in details confidential and for all activity in their account, and must tell us at once about any unauthorised use.
- One entity may not open several accounts to get around limits or prices.
3Prices and quotations
- Prices on the platform are estimates until a booking is confirmed, are valid for the validity stated in the quotation, and are subject to carrier space and equipment.
- Air freight is charged on chargeable weight (the greater of actual and volumetric weight: L × W × H ÷ 6000); sea freight per container or cubic metre; road freight per truck or trip.
- Unless stated otherwise, prices exclude customs duties, taxes, VAT, government fees, inspection, storage, demurrage and detention. Items marked "at actual" are charged at cost against receipts.
- Any change in the weight, volume or nature of the goods, or in carrier charges after the quotation, adjusts the price accordingly.
4Payment
- Individual customers: payment in advance, before booking or shipping.
- Company customers: payment in advance unless written credit terms (credit limit and payment period) are approved by Finance.
- Invoices are payable on their due date. On late payment the Company may suspend services and hold cargo and documents (lien) until paid in full, with resulting storage and delay costs charged to the customer.
- All invoices are issued from the platform in the name of MIX EXPRESS SHIPMENT SERVICES LLC; only payments to the Company's official accounts count.
5Subscription plans
- Current plans (monthly; annual plans cost 10 months): Flexible free · Personal Plus AED 29 · Trader AED 99 · Companies AED 299 · Enterprise custom. Details and limits of each plan are on the platform.
- Subscriptions are paid in advance for each period; benefits start when the subscription is activated after payment.
- Plan discounts apply only to the Company's margin on freight and to its own customs clearance service fee; they never apply to duties, government fees, taxes or "at actual" items, and never take a price below the Company's minimum margin.
- Monthly limits (searches, quotations, users) do not roll over.
- You may cancel at any time; cancellation takes effect at the end of the paid period and the current period is not refunded.
- Non-payment: if a subscription is not paid when due there is a 7-day grace period, after which the Company may suspend (block) the account without further notice; it is reactivated as soon as payment is received. Shipments in progress are completed under the payment terms.
- The Company may change plan prices or benefits with 30 days' notice; changes never apply to a period already paid.
6Agent program
- Who can join: individuals and companies in the UAE and abroad. Individual agents provide an ID or passport; company agents provide a trade licence. Applications are approved after review; the Company may decline any application without giving reasons.
- Two models (set per agent on approval): Reseller — the agent sees its own net price (a discount off the Company's margin plus a fixed service fee per shipment), adds its own markup and collects from its customer; or Commission — the agent refers customers with its link or code, they deal with the Company directly, and the agent earns a share of the Company's profit.
- Annual packages: Individual agent (Standard tier, up to 3% discount) AED 299 · Company agent (Gold tier, up to 5%) AED 999 · Platinum partner (up to 7%; prepaid, deposit or credit) AED 2,499 · Referral partner (35% of the Company's profit) free.
- Service fee per shipment (reseller): Air 15 · Sea LCL 25 · Sea FCL 40 · Road 25 · Local 15 · Customs clearance AED 25.
- Agent prices apply only after approval and payment of the annual fee, and stop automatically when the fee is not renewed. Annual fees are non-refundable.
- Individual agents work prepaid only. Company agents work prepaid, against a deposit (default AED 3,000) or on written credit terms. Deposits are refunded at the end of the relationship once all dues are settled.
- The Company's margin in any agent price never falls below the set minimum (8%), and an agent may not add more than the set maximum markup (25%) to its price.
- Reseller agents are liable to the Company for the shipments they book for their customers, whether or not they have collected from them.
- Commission is earned once a shipment is delivered and fully paid by the customer, is paid within 30 days, and is calculated on the Company's actual profit after cost.
7Working under the MIX EXPRESS name
- Agents use the MIX EXPRESS name and logo only as provided, with their agent code, and do not register any trade name, domain or social account bearing the Company's name without written consent.
- Agents do not commit the Company to any price, date or undertaking not issued by the platform, and do not sign contracts in its name.
- All bookings and invoices are issued from the platform; agents do not issue transport documents (bills of lading, invoices) in the Company's name.
- Agents comply with anti-money-laundering and sanctions laws, verify their customers' identity, and do not accept prohibited or restricted goods without the required permits.
- Agents keep the prices and data they see confidential and do not use them for a competitor.
- The right to use the name and logo ends immediately when the agency ends or is suspended.
8Customer obligations for goods
- Describe the goods, weight, value and origin accurately and provide the required documents (commercial invoice, packing list, certificates) on time.
- Pack goods suitably for transport. Dangerous goods must be declared in advance under international rules and are shipped only with the Company's approval.
- The customer bears fines and costs caused by wrong information, prohibited goods or missing documents.
9Liability and insurance
- The Company acts as a freight forwarder; carriage liability follows the applicable international conventions (Montreal for air, Hague-Visby for sea, CMR for road) and carriers' terms, within their limits.
- The Company is not liable for indirect loss, loss of profit, or delays caused by events beyond its control (weather, strikes, customs or port decisions, war, epidemics).
- We recommend cargo insurance, which we can arrange on request for the premium stated in the quotation.
- Claims must be made in writing within 7 days of delivery for visible damage and 14 days for concealed damage.
10Suspension and deletion of accounts
- The Company may suspend (block) any account immediately for unpaid subscriptions or invoices, breach of these terms, or suspected fraud or illegal activity, and reactivates it once the cause is resolved.
- The Company may delete an account if the breach continues or at the customer's request. Sign-in and users are then removed, while shipment and invoice records are kept as long as the law requires.
- Suspension or deletion does not release the customer or agent from outstanding dues.
11Data and privacy
- We use your data to provide the service, invoice, communicate and comply with the law, and share it only with carriers, customs and parties needed to perform the shipment.
- We keep financial records and shipping documents for as long as UAE law requires.
12Governing law
- These terms are governed by the laws of the United Arab Emirates and the Emirate of Dubai; the courts of Dubai have jurisdiction over any dispute.
- The Company may update these terms; updates apply from their publication on this page, and customers and agents are notified of material changes.
- Contact: admin@mixexpress.ae · WhatsApp +971 50 972 7133.