The list below are the terms used:

  • Consignment – A parcel or a group of parcels sent to a single address.
  • Consignee/Receiver/Recipient – The person who receives the Consignment at time of delivery.
  • Consignor – The person who hands over the Consignment to the Carrier at time of collection.
  • Shipper – The party who has Consignment to deliver.
  • Carrier – The party performing the collection and delivery of the Consignment.
  • Shipping Labels – The documentation placed on the parcel.
  • Working Day – Monday to Friday from 9am to 5pm, except public holidays.
  • Prohibited Items – Any illegal items including and not limited to drugs, firearms that are not allowed in the country of delivery


Terms and Conditions

These Terms and Conditions govern your use of this site, which is provided by Viagoo. By accessing this site, you are deemed to have acknowledged and accepted these terms of use and privacy policy. These terms of use are subject to change by Viagoo at any time at its discretion.

Your use of this site after such changes are implemented constitutes your acknowledgement and acceptance of the changes.


1.0 Shipper’s and Carrier’s Obligations

  • Viagoo offers a broker service for:
    • its Shippers to post a Consignment which they want a Shipper to deliver,
    • its Carriers to accept jobs from the site and to carry out the collection and delivery of the Consignment(s).
  • Viagoo – DOES NOT come into direct contact with the Consignment(s) but arranges the shipment through any one of the Carriers that has an account with Viagoo.
  • The Carrier has the right to refuse a Consignment for given reason such as insufficient packaging or the Consignment being too large or overweight. In addition, Viagoo has the right to refuse any order/user from our system.
  • All queries/claims from the Shipper must be directed to the Carrier. In the event the Carrier is the cause of the failed delivery and the Carrier is not able to provide a reasonable resolution to the Shipper, the delivery fee will be refunded back to the Shipper.
  • Our automated system deducts account credits for payment from the Shipper once the Shipper confirms the order in Viagoo platform.
  • Viagoo will deduct a commission from the Shipper for every successful delivery. The commission is based on a percentage of the delivery charges quoted by the Carrier. This commission percentage shall be made know to the Carrier during the on-board process and may be changed by Viagoo at any time at its discretion.


2.0 Prohibited Items & Items with limited liability

  • The Carrier has the right not to carry out the delivery if the description is different from what the Shipper has indicated. Notwithstanding that, the Carrier has the right not to deliver while charging the agreed fee. A surcharge shall be imposed by the Carrier should the Shipper requested for the item to be returned and compensation claims will be void. In the event the Shipper did not want the item returned, the Carrier reserve the right to dispose of the item and in doing so may charge the Shipper for the cost of disposal.
  • In addition, any illegal items such as drugs, firearms not allowed in the country of delivery will be considered Prohibited Items. If any Prohibited Item is collected by the Carrier, the Carrier shall immediately report this to Viagoo.
  • It is of the Shipper’s responsibility not to deliver any Prohibited Items.
  • Viagoo has the right to intercept, hold and investigate the contents of any parcel that is suspected to contain Prohibited Items and/or is suspected to be related to a case of fraud. Police will be notified if necessary.

3.0 Collection & Delivery

  • Our website takes all booking data as per the Shipper’s input. If the collection time slot needs to be changed, it is the Shipper’s responsibility to contact the Carrier to rearrange another collection which is convenient to the Shipper. The Carrier has the right not to accept the change if the change is too last minute for the Carrier.
  • Collections & deliveries are made on working days only.
  • Only air waybill/Consignment note generated by Viagoo is acceptable for collection and delivery. If the air waybill is not generated or cannot be downloaded, it is the Shipper’s responsibility to inform Viagoo via email. Air waybill/Consignment note MUST be printed out by the Shipper in good condition.
  • The Consignor or representatives have to be at the collection address during collection hours (9am to 5pm). No refunds and re-collection of shipments for unattended collection.
  • Please note that all guaranteed services start once the Consignment is collected. No refunds will be given once the parcel has been collected by Carrier. If the collection fails due to fault of the Shipper, it is the Shipper’s responsibility to contact the Carrier to reschedule for the next collection. Additional fees may apply to reschedule for another collection. Such additional fees shall be settled directly between Shipper and Carrier.
  • If the Consignee is not reachable during delivery, the Carrier will contact the Shipper for next course of action. In the event the delivery needs to be rescheduled, additional fees may apply. Such additional fees shall be settled directly between Shipper and Carrier.
  • Third Party Collections: This is where the Shipper is arranging for a collection from a third-party, where the collection address does not belong to the account holder.
  • It is the Shipper’s responsibility to ensure there is somebody at the third-party collection address to hand the goods to the Carrier.
  • Track & Trace details are only available after the collection of Consignments.
  • Any shipments which were not attached with a Consignment Note imposes no responsibility upon the Carrier if anything were to happen to the shipment during transit. One air waybill number is only for ONE shipment/parcel/carton. Sharing of air waybill for multiple number of separated shipments is strictly prohibited.
  • All Carriers must have insurance to cover the Consignment(s) during delivery.


4.0 Surcharges

  • Accuracy of weight and dimension of the Consignment(s) from the Shipper is an important consideration for the Carrier when the Carrier accepts the job. The Shipper must provide the weight and dimension not exceeding ten percent (10%) tolerance.
  • In the event the weight and dimension provided by the Shipper is beyond the tolerance, the Carrier can choose not to continue with the delivery. There will be no refund for such failed delivery.
  • The automated system books and charges for the delivery. If the Consignment(s) has to be returned, then the return charge is chargeable.
  • All surcharges shall be settled directly between Shipper and Carrier.


5.0 Delay / Damage / Loss

  • Any Prohibited Items, will be exempted from any claim against delay, damage and loss.
  • It is the Shipper’s responsibility to ensure the Consignment is packed properly and meeting professional standard. Viagoo nor the Carriers will not be liable for damages of the Consignment(s) due to poor or inadequate packing.
  • In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept, the claim will be rejected.
  • Any item travelling through our services must be able to withstand a short drop. Fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined.
  • If the outside packaging is intact, then any claim for damage to the Consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
  • If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as ‘DAMAGED’ otherwise any claim for damage will be refused. It is the sender’s responsibility to inform the recipient of these terms and conditions.
  • All lost and damaged parcels have to be reported to the Carrier within 24 hours. Lost and damaged parcels reported after the specified time frame will not be eligible for the compensation claim.


Please state your Viagoo order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for such review of the claim.

6.0 Liability & Claims

  • Once payment for a top-up package is completed, NO refunds will be given.
  • NO refunds will be given for shipment if shipment cancellation is made on the same day as scheduled pick-up date
  • Credits for an account are ONLY valid for a year after the last top-up payment date.
  • After a year, the credits will expire. If there is no additional top up before the expiry date, the credit will be permanently erased.
  • Each service comes with a limited amount of Transit cover offered by the Carrier. If the Shipper require coverage on the full amount, then the Shipper must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.
  • Transit cover applies to per Consignment only and not per parcel within a multi-parcel Consignment.
  • In the event of a claim, a cost invoice will be needed to prove the value of the Consignment(s) and photos must be supplied for all damage claims.
  • If the item is not sufficiently packed, the claim will be rejected.
  • If the item is not correctly labelled, the claim will be rejected.
  • Any Prohibited Items will be exempted from our liability cover.
  • For compensation claims, all lost and damaged parcels have to be reported within 24 hours.
  • All claims shall be settled directly between Shipper and Carrier.

Please state your Viagoo order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for such review of the claim.

7.0 Liability Continued

  • Each individual is only allowed to have ONE personal and ONE company account with Viagoo. Shipments with duplicated accounts will be cancelled and the account will be suspended without prior notice.
  • The person placing the order is responsible for the information entered. Viagoo will not be held responsible for wrong information that is entered and no refunds will be given in this instance.
  • The Shipper is pre-paying for the delivery charges and Viagoo applies these charges on your behalf to our account with the relevant Carrier. Viagoo nor the Carriers are not liable for any customs charges/taxes that may arise.
  • Liability is limited to the negligence of the company carrying the goods. This is then limited to the Shipper who placed the order with Viagoo.
  • Loss or damage under the following conditions will not be covered:
    • Act of God
    • Consequences of war
    • Insufficient packaging / Incorrect labelling
    • Prohibited Items
  • Viagoo will deal with the person who placed the order only.
  • Liability is limited to the cost of sending the item only and to the insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.

7.1 Miscellaneous

  • Unless specifically agreed otherwise, “working days” do not include Saturdays, Sundays or public holidays.
  • Viagoo nor the Carriers will not provide any refund or reduction of charges if the Carrier receive less than the number of parcels for which the Shipper have contracted.

7.2 Late deliveries

  • If at any time the Carrier are prevented or delayed from starting, carrying out or completing any of the services because of a strike, lock out, labour dispute, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway or any other cause beyond their control, the Shipper shall have no claim for damages against Viagoo nor the Carriers for any loss that the Shipper may suffer as a result PROVIDED that, where the delay is caused by the mechanical breakdown of one of Carrier vehicles and the Carrier has not use their best endeavours to provide a replacement vehicle with the minimum delay practicable.
  • Viagoo and its Shippers shall not in any circumstances be liable for any late delivery or missed delivery or failure to deliver caused by or contributed to by any deficient or ambiguous labelling of a Consignment as it is the Shipper’s responsibility for ensuring that such labelling is clear and unambiguous.

8.0 Closure of account

  • Account holder may close their Viagoo account in accordance with the Terms and Conditions stated under “Closure of account” clause. Account holder shall pay off any remaining charges, dispute fee or administration fee as given upon termination.
  • Account closure may be subjected to an administration fee.
  • any remaining amount in the e-wallet will not be refunded to the Shipper

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