Terms of Service

1. Overview

These terms govern your use of Aliflow's website and parcel-shipping service for packages sent via DHL Express from the United Arab Emirates to international destinations. By requesting a price, booking a shipment, or paying at checkout, you agree to these terms.

2. Prices & pricing

Prices are quoted in AED and are based on the details you provide (destination, weight, and dimensions). Each price is all-in — it includes the DHL Express rate plus an estimated fuel surcharge — but excludes customs duties and taxes. Any import duties and taxes are set and levied by the destination country's authorities and are the recipient's responsibility; Aliflow does not collect them and is not liable for them. The price may change if the actual parcel differs from what was entered (for example, a different weight or larger dimensions). The final price is confirmed at booking.

3. Parcel limits

• We ship from 0.5 kg upward with no upper weight cap; pricing uses the greater of actual or volumetric (chargeable) weight, calculated using a 5000 dimensional divisor.
• Prohibited and restricted items follow the rules of the carrier (DHL Express) and applicable law.
• You are responsible for accurate contents, sender and receiver addresses, and customs information.

4. Carriage & delivery

All shipments are carried by DHL Express and are also subject to the carrier's own terms and conditions of carriage. You send or bring your parcel to our UAE office, from where it is dispatched via DHL Express. Delivery estimates are indicative and not guarantees. Customs clearance and other factors may affect international transit times.

5. Tracking

After booking, you receive an Aliflow tracking number (format ALF-XXXXXX) that you can use on our tracking page to follow your shipment's progress with DHL Express.

6. Liability

Shipments are carried by DHL Express and are subject to the carrier's terms and limits of liability for loss or damage. Our liability to you for any shipment is limited to the cover provided by the carrier for that shipment, except where applicable law requires otherwise. We are not responsible for delays, customs decisions, import duties or taxes, or losses outside our reasonable control.

7. Payment, cancellations & refunds

Prices are quoted and charged in AED and confirmed at booking. Secure card payment at checkout is being finalised; in the meantime, when you submit a booking we confirm your price and arrange payment with you directly before your parcel is dispatched, and no card details are charged or stored through the website. Once card payment is enabled, the accepted methods and the exact timing of the charge will be shown at checkout.

The following cancellation and refund policy applies:

• You may cancel for a full refund any time before your parcel has been labelled and dispatched on DHL Express.
• After a parcel has been labelled and handed to DHL Express, the booking can no longer be cancelled, but it remains fully trackable.
• If we are unable to ship your parcel — for example a prohibited or restricted item, an undeliverable address, or a destination we cannot serve — we will contact you and refund in full.
• Refunds are returned to your original payment method; please allow a few business days for your bank to process them.

8. Independent business & trademarks

Aliflow is an independent parcel-shipping business. We are not affiliated with, an agent of, a representative of, or endorsed by DHL. We purchase carriage on the DHL Express network as a customer and arrange shipments on your behalf. “DHL” and “DHL Express” are trademarks of their respective owner and are used on this site only to describe the carrier network your parcel travels on — not to suggest any official relationship. All other carrier names and logos belong to their respective owners.

9. Changes

We may update these terms from time to time. The “last updated” date above reflects the latest version.

Questions? hello@aliflow.net