Terms & Conditions

Last Updated: February 2026

These Terms and Conditions ("Terms") govern your use of the services provided by EY Logistics Sdn. Bhd. (Company Registration No. 202001017132), operating under the name "EY Logistics" ("EY", "we", "us", or "our") through the Delivery Management System ("DMS"). 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, including but not limited to local parcel pickup and delivery, temporary holding and self-collection, redelivery, rescheduling, handling services, and any other logistics-related services provided under DMS.
• 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 signature, digital confirmation, photographic evidence, or acknowledgment by the recipient.
• 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. General Terms

• By using the Services, Users acknowledge and agree that these Terms are legally binding upon them.
• These Terms apply only to domestic shipments within Malaysia.
• In the event of any inconsistency between language versions, the English version shall prevail.
• EY reserves the right to amend or modify these Terms at any time. Continued use of the Services constitutes acceptance of the amended Terms.
• Users warrant that they are the lawful owner of the parcel or are duly authorized by the owner to arrange delivery.

3. Service Agreement

3.1 Acceptance

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

3.2 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
• Temporary holding and self-collection (where applicable)
• Redelivery, rescheduling, and handling services

3.3 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

4. User Responsibilities

• Users shall provide accurate, complete, and sufficient information including pickup and delivery address, sender and recipient contact details, and parcel description and declared value.
• Users shall indemnify and hold EY harmless from any loss, penalty, or cost arising from inaccurate or incomplete information.

5. Orders & Booking

5.1 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.

5.2 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.

5.3 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.

5.4 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).

6. Pickup & Delivery

6.1 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.

6.2 Delivery Terms

• Delivery will be attempted at the address provided by the sender.
• Receiver or authorized person must be available to accept delivery.
• Delivery shall be deemed successfully completed upon proof of delivery, including signature, digital confirmation, photographic evidence, or acknowledgment by the recipient.
• Delivery timeframes are estimates and not guaranteed.
• The User shall be deemed to have received notice of delivery arrangements once such notification has been issued by EY, unless a response is received within two (2) hours or within the timeframe specified in the notification.

6.3 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

6.4 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

6.5 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.
• Where delivery cannot be completed due to recipient unavailability, incorrect or incomplete delivery details, inaccessible delivery location, or other operational reasons, additional charges may apply for any further handling or delivery attempts.

6.6 Temporary Holding

• Where a parcel cannot be successfully delivered and is temporarily held by EY for operational reasons, EY may arrange for rescheduling, self-collection, or other appropriate handling as determined by EY.
• Parcels that are not collected or responded to within the timeframe communicated by EY may be disposed of or otherwise dealt with at EY's discretion, without further notice and without any liability.

7. Parcel Requirements

7.1 Packaging Standards

• Users are responsible for proper packaging of parcels. 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.
• EY shall not be liable for loss or damage caused by improper or insufficient packaging.

7.2 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)

7.3 Prohibited Items

EY reserves the right to inspect, reject, remove, or dispose of prohibited items without compensation. Sender may be liable for any legal consequences.

7.4 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)

8. Pricing & Payment

8.1 Service Fees

• Fees and charges for Services are published on EY's platform or communicated prior to order confirmation.
• 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.
• All fees and charges stated are inclusive of Sales and Service Tax (SST), where applicable.
• All service fees are strictly non-refundable once Services have commenced, unless otherwise determined by EY at its sole discretion.

8.2 Payment Terms

• Full payment must be made prior to or in accordance with the agreed payment arrangement.
• Accepted payment methods: Online banking, credit/debit card, e-wallet, prepaid wallet.
• Outstanding payments must be settled before new orders can be processed.

8.3 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

9. E-Invoice

• Users may elect to receive an e-Invoice in accordance with applicable Malaysian tax regulations.
• Where a User requests an e-Invoice, the User shall provide accurate and complete billing information, including Tax Identification Number (TIN), Business Registration Number, or any other information required under applicable laws.
• EY shall issue the e-Invoice based strictly on the information provided by the User and shall not be responsible for any rejection, delay, or penalty arising from inaccurate, incomplete, or late information.
• Where a User does not request an e-Invoice, EY shall issue a standard invoice in accordance with its normal billing practice.
• Any request for amendment, cancellation, Credit Note, or Debit Note shall be subject to applicable laws and EY's internal policies.

10. Account Balance & Top-Up

• Users may top up funds into their DMS account via approved payment methods, including but not limited to Billplz.
• Any top-up amount credited into the User's DMS account shall constitute prepaid service credit and may only be used to offset fees for Services provided under the DMS.
• All top-up amounts are strictly non-refundable, non-transferable, and not redeemable for cash, except where required by applicable law.
• EY reserves the right to suspend or restrict use of account credits in cases of suspected fraud, abuse, or payment dispute.
• EY reserves the right to deduct or set off any outstanding charges, fees, penalties, or costs incurred by the User against the User's account balance subject to charges properly imposed under these Terms.

11. Cash on Delivery (COD)

11.1 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.

11.2 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.

11.3 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.

12. Disposal Rights

EY may dispose of parcels if:

• The parcel remains uncollected or unresponded to within the timeframe communicated by EY;
• The parcel is deemed unsafe, prohibited, or unsuitable for delivery; or
• Disposal is reasonably necessary due to operational, safety, or legal reasons.

Any disposal carried out pursuant to this clause shall be irreversible and no compensation shall be payable. EY shall not be responsible for any loss, damage, or compensation arising from such disposal or related handling.

13. Liability & Claims

13.1 Limitation of Liability

EY's total liability for any loss of or damage to a parcel, howsoever arising and whether in contract, negligence, or otherwise, shall not exceed the lower of the declared value of the parcel or the service fee paid for the affected order.

EY shall not be liable for any indirect, incidental, consequential, or special loss or damage, including but not limited to loss of profit, loss of business, or loss of opportunity, howsoever arising.

13.2 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

13.3 Claims Process

To file a claim:

1. Submit claim in writing within 24 hours from the time of delivery or self-collection.
2. Provide order or tracking number.
3. Include clear photographs and/or videos of the parcel, packaging, and contents.
4. Provide proof of value (invoice or receipt).
5. Include any other information reasonably required by EY.

EY reserves the right to inspect, investigate, and assess all claims prior to making any determination.

13.4 Claim Rejection

Claims may be rejected if:

• Submitted after the stipulated timeframe;
• Supporting evidence is incomplete or insufficient;
• Damage arises from improper or inadequate packaging;
• The item is prohibited, restricted, fragile, or undeclared;
• The loss or damage is caused by events beyond EY's reasonable control.

13.5 Compensation

• Any approved compensation shall be subject to the Limitation of Liability clause under these Terms.
• Compensation, if approved, shall be processed at EY's sole discretion via Credit Note, account balance, or such other method as determined by EY. No refund or compensation is automatic or guaranteed.
• All decisions made by EY following investigation shall be final, subject to applicable laws.

14. Force Majeure

EY shall not be liable for any delay, failure, or interruption in the performance of Services to the extent such delay or failure is caused by events beyond its reasonable control, including but not limited to:

• Weather conditions, natural disasters (floods, earthquakes, storms)
• Traffic congestion and accidents
• War, terrorism, or civil unrest
• Government actions, public authority restrictions, or regulations
• Epidemics or pandemics
• System or network failures, power outages
• Labour disputes or strikes
• Disruptions in transportation networks or third-party service providers

In such circumstances, EY shall not be liable for any loss, damage, or delay arising directly from such events, provided that EY has exercised reasonable care and taken reasonable steps to mitigate the impact.

15. Privacy & Data Protection

EY processes Personal Data in accordance with the Malaysian Personal Data Protection Act 2010 ("PDPA").

15.1 Consent

By using the DMS and Services, Users consent to the collection, use, processing, and retention of their Personal Data for the purposes stated herein.

15.2 Data Collected

Personal Data collected may include:

• Name, identification details, contact information, and address;
• Transaction, delivery, and service records;
• System, technical, and usage data.

15.3 Purpose of Collection

Personal Data is collected and processed for purposes including:

• Service delivery and operational management;
• Communication and customer support;
• Compliance with legal and regulatory requirements;
• Internal analysis and system improvement.

15.4 Data Sharing & Protection

• EY does not sell Personal Data. Personal Data may be shared with third-party service providers, delivery partners, payment processors, or authorities where necessary for service fulfillment or compliance with law.
• EY takes reasonable measures to safeguard Personal Data against unauthorized access, disclosure, alteration, or destruction.
• Personal Data will be retained only for as long as necessary for operational, legal, and regulatory purposes.

15.5 User Rights

Users may request access to, correction of, or withdrawal of consent for their Personal Data in accordance with the PDPA, subject to applicable limitations.

16. Governing Law & Dispute Resolution

16.1 Governing Law

These Terms are governed by the laws and regulations of Malaysia.

16.2 Dispute Process

1. Any dispute, controversy, difference or claim arising out of or relating to these Terms and/or the provision of the Services ("Dispute") shall be referred to a negotiation between the parties for resolution within fourteen (14) working days of either party giving notice that a dispute has arisen.
2. If unresolved, submit a formal complaint in writing. We will investigate and respond within 14 business days.
3. In the event that the parties fail to resolve the Dispute amicably within fourteen (14) days from the negotiation, the parties shall submit to the non-exclusive jurisdiction of the courts of Malaysia, unless both parties agree to alternative methods of dispute resolution.

17. Copyright & Intellectual Property

All content and materials on the DMS Platform, including texts, images, logos and software, are protected by copyright and intellectual property rights owned by EY LOGISTICS SDN. BHD. Users shall not reproduce, distribute or use any of DMS's content and/or materials without EY's prior written consent.

18. 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.