Terms and Conditions

Last updated: September 30, 2025

These Terms and Conditions govern your use of the Mouja Express application and the services provided through it. Please read these terms carefully before using our Service.

By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of the terms, you may not access the Service.

Definitions

For the purposes of these Terms and Conditions:

• "Application" or "App" means the Mouja Express mobile application.
• "Service" refers to the delivery and logistics services provided through the Application.
• "Company", "We", "Us" or "Our" refers to Mouja Express, located in Kebili, Tunisia.
• "User", "You" or "Your" means any individual or entity using our Service.
• "Order" means a request for delivery services placed through the Application.
• "Delivery Partner" means independent contractors who fulfill delivery orders.
• "Content" means text, images, data, or other materials uploaded or transmitted through the Service.

Eligibility and Account Registration

To use our Service, you must meet certain requirements and maintain your account properly.

• You must be at least 18 years old to create an account and use our Service.
• You must provide accurate, complete, and current information during registration.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must notify us immediately of any unauthorized access to your account.
• You may not transfer or share your account with any other person.
• We reserve the right to suspend or terminate accounts that violate these Terms.
• One person or entity may maintain only one active account.

Service Description

Mouja Express provides on-demand delivery and logistics services connecting users with delivery partners.

• Our Service facilitates the delivery of goods between senders and recipients.
• We act as an intermediary platform connecting users with independent delivery partners.
• Service availability may vary by location and time.
• We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time.
• Certain features may require additional fees or subscription plans.

Prohibited Uses

You agree not to use the Service for any unlawful or prohibited purposes, including but not limited to:

• Delivering illegal, dangerous, or prohibited items (weapons, drugs, hazardous materials, etc.).
• Violating any local, national, or international laws or regulations.
• Harassing, threatening, or abusing other users or delivery partners.
• Impersonating any person or entity or misrepresenting your affiliation.
• Interfering with or disrupting the Service or servers.
• Attempting to gain unauthorized access to any part of the Service.
• Using the Service for commercial purposes without prior authorization.
• Transmitting viruses, malware, or any harmful code.
• Collecting or harvesting information about other users.
• Creating false or fraudulent orders.

Orders and Booking

When placing an order through our Service, the following terms apply:

• All orders are subject to acceptance by available delivery partners.
• You must provide accurate pickup and delivery addresses.
• You must provide valid contact information for both sender and recipient.
• You must accurately describe the items being delivered, including size and weight.
• Special handling requirements must be specified at the time of booking.
• We reserve the right to refuse service for any reason.
• Order confirmation does not guarantee delivery within a specific timeframe.

Pricing and Payment

All fees and charges are clearly displayed before order confirmation.

• Delivery fees are calculated based on distance, package size, and demand.
• Prices may vary based on peak hours, special requests, and location.
• You agree to pay all fees associated with your orders.
• Payment methods include cash on delivery, credit/debit cards, and mobile payments.
• All payments are processed securely through authorized payment providers.
• Promotional codes and discounts are subject to specific terms and expiration dates.
• Additional fees may apply for failed deliveries due to incorrect information.
• Currency for all transactions is Tunisian Dinar (TND) unless otherwise specified.
• We reserve the right to modify pricing with notice.

Delivery Terms and Responsibilities

Understanding the delivery process and responsibilities of all parties:

• Estimated delivery times are approximate and not guaranteed.
• Delivery times may be affected by traffic, weather, or unforeseen circumstances.
• You must ensure someone is available to receive the delivery at the specified address.
• Items must be properly packaged to prevent damage during transit.
• You are responsible for ensuring items comply with all applicable laws.
• We are not liable for delays caused by incorrect or incomplete information.
• Multiple delivery attempts may incur additional charges.
• Items left unattended are at the recipient's risk.
• Proof of delivery may include signatures, photos, or confirmation codes.
• The Company is not responsible for the contents of packages.

Cancellations and Refunds

Our cancellation and refund policy ensures fair treatment for all parties:

• Orders may be cancelled free of charge before a delivery partner accepts the order.
• Cancellations after acceptance may incur a cancellation fee.
• Orders cannot be cancelled once the delivery partner has picked up the item.
• Refunds are processed within 5-10 business days to the original payment method.
• Partial refunds may be issued for damaged or lost items based on declared value.
• Refund eligibility is determined on a case-by-case basis.
• False claims or fraudulent refund requests may result in account termination.
• We reserve the right to deny refunds for violations of these Terms.

Liability and Insurance

Understanding limitations of liability and coverage:

• Items are covered up to the declared value specified at booking (maximum 500 TND unless additional insurance purchased).
• You must declare the correct value of items being delivered.
• We are not liable for damages to improperly packaged items.
• Claims for lost or damaged items must be reported within 24 hours of delivery.
• Perishable, fragile, or valuable items require special handling fees.
• We are not responsible for indirect, consequential, or incidental damages.
• Our total liability is limited to the declared value of the items.
• Additional insurance coverage is available for high-value items.

User Conduct and Ratings

Maintaining a respectful community:

• You must treat delivery partners and other users with respect and courtesy.
• Abusive, threatening, or discriminatory behavior will result in account termination.
• You may rate and review your delivery experience.
• Ratings and reviews must be honest and not misleading.
• We reserve the right to remove inappropriate or fraudulent reviews.
• Delivery partners may also rate users.
• Consistently poor ratings may result in service restrictions.

Intellectual Property Rights

All intellectual property belongs to Mouja Express:

• The Application, including its design, features, and content, is owned by Mouja Express.
• Our trademarks, logos, and brand elements may not be used without permission.
• You may not copy, modify, distribute, or reverse engineer any part of the Service.
• User-generated content remains your property, but you grant us a license to use it.
• We may use anonymized data for analytics and service improvement.
• Any feedback or suggestions you provide may be used without compensation.

Limitation of Liability

To the maximum extent permitted by law:

• The Service is provided "as is" without warranties of any kind.
• We do not guarantee uninterrupted or error-free service.
• We are not liable for any indirect, incidental, or consequential damages.
• Our total liability shall not exceed the fees paid for the specific order in question.
• We are not responsible for third-party actions or content.
• Force majeure events (natural disasters, strikes, etc.) exempt us from liability.
• Some jurisdictions do not allow liability limitations, so these may not apply to you.

Indemnification

You agree to indemnify and hold harmless Mouja Express:

• You will defend us against claims arising from your use of the Service.
• You are responsible for any damages caused by your violation of these Terms.
• You will reimburse us for legal costs incurred due to your actions.
• This includes claims related to the contents of packages you send.

Dispute Resolution

Process for resolving conflicts:

• Any disputes should first be reported through the App's support feature.
• We will attempt to resolve disputes amicably through our customer service team.
• Unresolved disputes will be governed by the laws of Tunisia.
• Legal proceedings must be initiated in the courts of Kebili, Tunisia.
• You waive the right to participate in class action lawsuits.
• Arbitration may be required for certain disputes.

Modifications to Terms

We may update these Terms from time to time:

• Material changes will be notified at least 30 days in advance.
• Continued use of the Service after changes constitutes acceptance.
• You should review these Terms periodically.
• If you disagree with changes, you must stop using the Service.
• The "Last Updated" date indicates when Terms were last modified.

Account Termination

Either party may terminate the relationship:

• You may delete your account at any time through the App settings.
• We may suspend or terminate your account for violations of these Terms.
• Termination may be immediate for serious violations.
• Upon termination, you must pay any outstanding fees.
• We are not liable for any losses resulting from account termination.
• Certain provisions of these Terms survive termination.

General Provisions

Additional terms that apply:

• These Terms constitute the entire agreement between you and Mouja Express.
• If any provision is found invalid, the remaining provisions remain in effect.
• Our failure to enforce any right does not waive that right.
• You may not assign your rights under these Terms without our consent.
• These Terms are written in English and Arabic; English version prevails in conflicts.
• Headings are for convenience only and do not affect interpretation.