Terms & Conditions

Last Updated: January 2026

These Terms and Conditions ("Terms") govern your use of the services provided by EY Logistics Sdn. Bhd. ("EY Logistics", "we", "us", or "our"). By using our services, you ("Customer", "Sender", "Receiver", or "User") agree to be bound by these Terms.

Please read these Terms carefully before using our services.

1. Definitions

• Services – Pickup, delivery, logistics, and related services provided by EY Logistics.
• Parcel – Any item, package, or goods entrusted to EY Logistics for delivery.
• Sender – The person or entity who dispatches a parcel using our services.
• Receiver/Recipient – The person or entity designated to receive the parcel.
• Order – A delivery request placed through our platform, including all associated parcels.
• Tracking Number – Unique identifier assigned to each parcel for tracking purposes.
• POD (Proof of Delivery) – Confirmation of successful delivery, including recipient signature.
• COD (Cash on Delivery) – Payment collection service where payment is collected from the recipient.
• CN (Credit Note) – Document issued for refunds or credits owed to the customer.
• DN (Debit Note) – Document issued for additional charges owed by the customer.

2. Service Agreement

2.1 Acceptance

By placing an order, you accept these Terms and agree to comply with all applicable laws and regulations.

2.2 Service Scope

EY Logistics provides:

• Local parcel pickup and delivery within Peninsular Malaysia
• International parcel delivery (import services)
• Warehouse storage and sorting services
• Cash on Delivery (COD) collection services

2.3 Service Availability

Services are subject to availability and may be affected by:

• Public holidays and weekends
• Weather conditions and natural disasters
• Government restrictions and regulations
• Operational constraints

3. Orders & Booking

3.1 Order Placement

• Orders must be placed through our official channels (website, app, or authorized agents).
• Accurate information must be provided for sender, receiver, and parcel details.
• All orders are subject to acceptance by EY Logistics.

3.2 Order Confirmation

• Orders are confirmed upon successful payment.
• A tracking number is assigned to each parcel upon confirmation.
• Order confirmation does not guarantee delivery if prohibited items are found.

3.3 Order Amendments

• Amendments to orders (address changes, reschedules) must be requested before pickup.
• Amendments after pickup may incur additional charges.
• Some amendments may not be possible once the parcel is in transit.

3.4 Order Cancellation

• Orders may be cancelled before pickup for a full refund.
• Cancellation after failed pickup (customer fault) will incur pickup fee deduction.
• No refund for parcels already in transit (except in cases of service failure).

4. Pickup & Delivery

4.1 Pickup Options

Scheduled Pickup:

• Customer selects preferred pickup date and time slot.
• Driver will attempt pickup within the scheduled time window.
• Customer must ensure parcel is ready and someone is available.
• Failed pickup due to customer unavailability may incur additional charges.

Self-Drop:

• Customer brings parcel to designated warehouse location.
• Operating hours apply; parcels dropped outside hours will be processed next business day.

4.2 Delivery Terms

• Delivery will be attempted at the address provided by the sender.
• Receiver or authorized person must be available to accept delivery.
• Signature or acknowledgment is required as Proof of Delivery (POD).
• Delivery timeframes are estimates and not guaranteed.

4.3 Failed Pickup

Fault	Consequence
Customer not available	Additional pickup fee charged for reschedule
Parcel not ready	Additional pickup fee charged for reschedule
Wrong address provided	Additional pickup fee charged for reschedule
Driver fault	Free reschedule, no additional charge

4.4 Failed Delivery

Fault	Consequence
Receiver not available	Additional delivery fee charged for re-delivery
Receiver refused delivery	Parcel returned to sender; no refund
Wrong address (sender error)	Additional delivery fee charged
Driver fault	Free re-delivery, no additional charge

4.5 Delivery Attempts

• Maximum 2 delivery attempts per parcel.
• After 2 failed attempts, parcel may be returned to sender or held at warehouse.
• Warehouse holding fees may apply for unclaimed parcels.

5. Parcel Requirements

5.1 Packaging Standards

• Parcels must be properly packed to withstand normal handling.
• Fragile items must be clearly marked and adequately protected.
• Liquids must be sealed in leak-proof containers.
• Sender is responsible for ensuring adequate packaging.

5.2 Weight & Dimension Declaration

• Sender must accurately declare parcel weight and dimensions.
• EY Logistics will verify actual weight and dimensions at warehouse.
• Discrepancies may result in:
  • Debit Note (DN): If actual exceeds declared (additional charge)
  • Credit Note (CN): If actual is less than declared (refund)

5.3 Prohibited Items

EY Logistics reserves the right to refuse or return any parcel containing prohibited items. Sender may be liable for any legal consequences.

5.4 Restricted Items

The following items require special handling and prior approval:

• Electronics and batteries (lithium batteries restrictions apply)
• Fragile items (glassware, ceramics)
• High-value items (must be declared and insured)
• Documents and confidential materials
• Perishable goods (cold chain service required)

6. Pricing & Payment

6.1 Service Fees

• Fees are calculated based on weight, dimensions, distance, and service type.
• Volumetric weight may apply: (Length x Width x Height) / 6000 (cm/kg).
• The higher of actual weight or volumetric weight will be used for billing.

6.2 Payment Terms

• Payment is required at the time of order placement.
• Accepted payment methods: Online banking, credit/debit card, e-wallet, prepaid wallet.
• Outstanding payments must be settled before new orders can be processed.

6.3 Additional Charges

Charge	Description
Re-delivery fee	Failed delivery due to receiver fault
Re-pickup fee	Failed pickup due to customer fault
Weight adjustment	Actual weight exceeds declared weight
Remote area surcharge	Delivery to designated remote areas
Handling fee	Special handling for fragile/oversized items
Storage fee	Warehouse holding for unclaimed parcels
COD fee	Cash on Delivery service charge

7. Cash on Delivery (COD)

7.1 COD Service

• COD allows senders to collect payment from recipients upon delivery.
• COD amount must be specified at the time of order placement.
• Driver will collect the specified amount from the recipient.

7.2 COD Settlement

• Collected COD funds will be remitted to the sender's account.
• Settlement is processed within 3-7 business days after successful delivery.
• COD service fee will be deducted from the remitted amount.

7.3 COD Failures

• If recipient refuses payment, delivery will not be completed.
• Parcel will be returned to sender; standard return fees apply.
• No refund of delivery fee for COD payment refusal.

8. Liability & Claims

8.1 Limitation of Liability

8.2 Exclusions

EY Logistics is not liable for:

• Loss or damage caused by inadequate packaging by sender
• Loss or damage to prohibited or undeclared items
• Loss or damage due to force majeure (natural disasters, war, strikes, etc.)
• Consequential, indirect, or special damages
• Loss of business, profits, or anticipated savings
• Delays caused by customs or government authorities
• Incorrect or incomplete address provided by sender
• Receiver's refusal to accept delivery

8.3 Claims Process

To file a claim:

1. Submit claim within 7 days of delivery (or expected delivery for lost parcels).
2. Provide order details, tracking number, and evidence of damage/loss.
3. Include original invoice or proof of value for value-based claims.
4. EY Logistics will investigate and respond within 14 business days.
5. Approved claims will be processed within 30 days.

9. Force Majeure

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

• Natural disasters (floods, earthquakes, storms)
• War, terrorism, or civil unrest
• Government actions or restrictions
• Epidemics or pandemics
• Labor strikes or disputes
• Power outages or system failures
• Transportation disruptions

10. Dispute Resolution

10.1 Governing Law

These Terms are governed by the laws of Malaysia.

10.2 Dispute Process

1. Contact our customer service to resolve issues informally.
2. If unresolved, submit a formal complaint in writing.
3. We will investigate and respond within 14 business days.
4. If still unresolved, disputes may be referred to mediation.
5. Legal proceedings may be initiated in Malaysian courts if mediation fails.

10.3 Jurisdiction

Any legal action shall be brought exclusively in the courts of Pulau Pinang, Malaysia.

11. Contact Information

For questions about these Terms, please contact us:

By using EY Logistics services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.