جبران خسارت
 Customer Services and Support

Compensation

TIPAX Co. has considered some special services titled as Damage Compensation in order to meet customers’ satisfaction and keep their assets. In such service, there is a compensation limit for all parcels and packs from basic amount Rls. 1,000,000 up to Rls. 100,000,000 and according to the registered value of parcel by sender. Therefore, in case of any damages for permitted parcel, the case would be compensated equal to the specified amount. This is necessary to mention that for the parcels in size and format of envelope, only a sum of Rls. 1,000,000 will be paid as the compensation. This amount is free from registered value of parcel. All customers are entitled to contact with TIPAX Supporting Dept. and/or refer to Claim Registration Part in website and register their order in order to be considered by specialists and receive the compensation amount if applied.

   

  • Defining the damage compensation service
  • The shipper is required to declare an estimated value that will later be used as the basis for any compensation claims; thus, in case of any damages, Tipax will refer back to the agreement and compensate the loss accordingly.

    Note: compensation, as stated in the agreement, includes the loss or damage of the package or any temperament with the contents of the package.

    Client: stated in the agreement to mean the recipient of the service, either the shipper or the receiver.

  • Submitting a claim
  • Follow the following steps to submit a compensation claim:

    1. Declaring the estimated value of the package at the time of recovery by the Tipax carrier
    2. Registering the package's value by the Tipax carrier
    3. Receiving a notification SMS: this SMS includes the estimated value of the package. The declared value sets the maximum compensation amount that can be paid to the client in case of any damages.
  • Commitment and the service costs
  • The cost of compensation services, as well as the compensation amounts, can be seen in the table below. The cots will be added to the client's bill when payment is due.

     

    Service Costs

    Estimated Value for Compensation

    Estimated Value Obtained Through

    Type

      200

      tomans  

    One hundred thousand tomans

    Flat rate

    Envelope

    200

    tomans

    One hundred thousand tomans

    Flat rate

    Envelope

    2

    per thousand

    From 100 thousand tomans to 10 million tomans

    Client`s declaratation

    Parcel

    According to the agreement

    From 10 million tomans to 30 milliontomans

    Client`s declaratation

    Parcel

    Negotiable amount based on agreement

    More than 30 million tomans

    Client`s declaratation

    Parcel

     

    Note: in cases where the client submits a claim for more than 30 million tomans, they are obliged to discuss the delivery and damage compensation agreement with Tipax's sales department accessed at (+98) 021-41036000, where they will be asked to enter a sales contract with Tipax.

  • Submitting a claim

  • Channels to submit a claim
  • In case of damaged goods, both the shipper and the receiver can submit a claim via one of the :

    Time frame

    Available Channels for Claim Submission

    24/7

    Submit a claim

    Website

    Saturday through Thursday:
    from 7 to 21

    Telephone:(+98) 021-8457

    Customer Services

    Saturday through Thursday:
     from 9 to 18

    Telephone: (+98) 021-41036000 Sales Department`s extension

    Contact the Sales Department

    (for clients with contracts only)

    During working hours, accessible on the website, in the "branches" section Branch Offices

    In-person visits to any one of Tipax's branch offices

    Branch Offices

     

  • Follow the steps below to submit a claim:
    1. Register your claim through one of the channels provided above
    2. Receive an SMS notification containing your tracking code to be followed up by the claimant
    3. Wait until your claim is processed
    4. Receive a phone call from Tipax informing the person to visit one of the company's branch offices in person to present their document and fill out the necessary forms (persons should carry their original and a copy of their national ID, and be in possession of an IBAN)
    5. If, upon review of the claim, Tipax rules against reimbursement, the client will be notified via SMS.
    6. Otherwise, the compensation payment will be made to the client.

    The client is obliged to submit any claims within a limited time frame, as shown below; Tipax is not responsible and cannot be held accountable for any claims made after the time limit has expired.

Max Time Limit For the Client to Submit their Claim

Type of Loss

One Month (from the recovery date by Tipax)

Missing Package

One Working Day After The Package Has Been Delivered

Damaged Package

One Working Day After The Package Has Been Delivered

Partial Loss

 

        Note: in case of damaged packages or where contents of the package are tempered with(partial loss), Tipax's contractual clients have a time limit of 7 working days to submit their claims. 

        Note2: in case of damaged packaging at the time of delivery, such as broken, deformed, crushed, pierced, torn, or wet packaging, the recipient must raise the issue with the Tipax carrier there and then, and accordingly can follow up the issue in one of the two following ways:

        • Writing up an official report at the destination
        • The compensation report should be drawn up between the Tipax carrier and the recipient and signed by both parties. The package must be filmed being opened and the recorded video sent to Tipax's customer service experts. This course of action is available only for packages worth 500 thousand tomans or less.

        • Writing up a report at the Tipax's branch office
        • In cases where the value of the package increases 500 thousand tomans, the minutes should be drawn up at one of Tipax's branch offices and include both parties` signatures. The opening of the package will be recorded at the Tipax branch office.

      • Repairing the contents of the package
      • If the package is damaged and Tipax confirms the injury, and in cases where repairing the damage is a viable option, the client can bring in documents of the expenses and request a repair fee. This repair fee should not exceed 50% of the whole value of the package.

      • The time frame for the review and payment of compensatory damages

The time frame for the payment of compensatory damages

Total

Payment of the Compensatory damages

Reviewing the claim

Type of Loss

10

3

7

Missing

10

3

7

Damaged

10

3

7

Partial loss

 

        Note 1: if a package is confirmed missing by Tipax, on top of the compensatory damage, the delivery fee ( if paid at the destination) is refunded to the client.

        Note 2: in case of lawsuits against Tipax, whose outcome is subjected to cour findings, it may take longer than the company's fixed times. 

    • The beneficiary of the compensation service
    • The beneficiary of the compensation service refers to the person who will be receiving the compensatory payment.

      It should be noted that although either party, the shipper and the recipient, can submit a claim, the compensatory payment can only be made to the beneficiary.

Beneficiary

Type of Damage

Shipper

Missing

Shipper (in case of undelivered packages)

Recipient (in case of delivered packages)

Damaged / Partially missing package

    Note: after "sumbiting a claim," the beneficiary is given the option to schedule an in-person visit to one of Tipax's branch offices with the company customer service department, where they will be able to change the beneficiary person if need be (from shipper to recipient and vice versa).

  • The following documents are required for a beneficiary of the compensation service case:
    1. The claim's tracking number
    2. The damage report application (if applicable)
    3. A copy of the beneficiary's national ID
    4. Any photos or videos of the damaged parcel
    5. A receipt for repaired items
    6. An ISBN under the name of the compensation beneficiary
    7. The filling out and signing of the damage compensation form
  • Incidents identified by Tipax
  • If Tipax employee witnesses and reports an incident during the delivery process, Tipax will file for a compensation claim on behalf of the package owner, and given the nature of the damage and the declared estimated value of the package, reimburse the client for his/her losses. Needless to say, the beneficiary of the compensation will be notified of any accidents that involve their package and the result of any filed claims.

  • The compensation service restrictions
  • Tipax cannot be held responsible for any compensation claims in the following cases:

    Items that are outlawed and banned by the Islamic Republic of Iran Law or declared impermissible for delivery by Tipax. In case of confiscation of any such items, the goods will be surrendered to the authorities and the owner notified.

  • Delay notification channels for the service:
  • In case of any delays in the service, Tipax will notify the client via phone or SMS.

  • Support
  • In case of any problems and difficulties, Tipax clients can contact the company's support team at (+98) 021-8457 or (+98) 021- 41036000 sales department extension (for clients on a business plan only).

  • Terms and conditions for any changes in the service-level agreement and requesting a new service:
  • In cases where the customer wants to make a change to or use a new feature in this service, they must submit their request via the request a new service section on the Tipax website; their request will be viewed shortly.

  • Defining the damage compensation service
  • The shipper is required to declare an estimated value that will later be used as the basis for any compensation claims; thus, in case of any damages, Tipax will refer back to the agreement and compensate the loss accordingly.

    Note: compensation, as stated in the agreement, includes the loss or damage of the package or any temperament with the contents of the package.

    Client: stated in the agreement to mean the recipient of the service, either the shipper or the receiver.

  • Submitting a claim
  • Follow the following steps to submit a compensation claim:

    1. Declaring the estimated value of the package at the time of recovery by the Tipax carrier
    2. Registering the package's value by the Tipax carrier
    3. Receiving a notification SMS: this SMS includes the estimated value of the package. The declared value sets the maximum compensation amount that can be paid to the client in case of any damages.
  • Commitment and the service costs
  • The cost of compensation services, as well as the compensation amounts, can be seen in the table below. The cots will be added to the client's bill when payment is due.

     

    Service Costs

    Estimated Value for Compensation

    Estimated Value Obtained Through

    Type

      200

      tomans  

    One hundred thousand tomans

    Flat rate

    Envelope

    200

    tomans

    One hundred thousand tomans

    Flat rate

    Envelope

    2

    per thousand

    From 100 thousand tomans to 10 million tomans

    Client`s declaratation

    Parcel

    According to the agreement

    From 10 million tomans to 40 milliontomans

    Client`s declaratation

    Parcel

    Negotiable amount based on agreement

    More than 40 million tomans

    Client`s declaratation

    Parcel

     

    Note: in cases where the client submits a claim for more than 40 million tomans, they are obliged to discuss the delivery and damage compensation agreement with Tipax's sales department accessed at (+98) 021-41036000, where they will be asked to enter a sales contract with Tipax.

  • Submitting a claim

  • Channels to submit a claim
  • In case of damaged goods, both the shipper and the receiver can submit a claim via one of the :

    Time frame

    Available Channels for Claim Submission

    24/7

    Submit a claim

    Website

    Saturday through Thursday:
    from 7 to 21

    Telephone:(+98) 021-8457

    Customer Services

    Saturday through Thursday:
     from 9 to 18

    Telephone: (+98) 021-41036000 Sales Department`s extension

    Contact the Sales Department

    (for clients with contracts only)

    During working hours, accessible on the website, in the "branches" section Branch Offices

    In-person visits to any one of Tipax's branch offices

    Branch Offices

     

  • Follow the steps below to submit a claim:
    1. Register your claim through one of the channels provided above
    2. Receive an SMS notification containing your tracking code to be followed up by the claimant
    3. Wait until your claim is processed
    4. Receive a phone call from Tipax informing the person to visit one of the company's branch offices in person to present their document and fill out the necessary forms (persons should carry their original and a copy of their national ID, and be in possession of an IBAN)
    5. If, upon review of the claim, Tipax rules against reimbursement, the client will be notified via SMS.
    6. Otherwise, the compensation payment will be made to the client.

    The client is obliged to submit any claims within a limited time frame, as shown below; Tipax is not responsible and cannot be held accountable for any claims made after the time limit has expired.

Max Time Limit For the Client to Submit their Claim

Type of Loss

One Month (from the recovery date by Tipax)

Missing Package

One Working Day After The Package Has Been Delivered

Damaged Package

One Working Day After The Package Has Been Delivered

Partial Loss

 

        Note: in case of damaged packages or where contents of the package are tempered with(partial loss), Tipax's contractual clients have a time limit of 7 working days to submit their claims. 

        Note2: in case of damaged packaging at the time of delivery, such as broken, deformed, crushed, pierced, torn, or wet packaging, the recipient must raise the issue with the Tipax carrier there and then, and accordingly can follow up the issue in one of the two following ways:

        • Writing up an official report at the destination
        • The compensation report should be drawn up between the Tipax carrier and the recipient and signed by both parties. The package must be filmed being opened and the recorded video sent to Tipax's customer service experts. This course of action is available only for packages worth 500 thousand tomans or less.

        • Writing up a report at the Tipax's branch office
        • In cases where the value of the package increases 500 thousand tomans, the minutes should be drawn up at one of Tipax's branch offices and include both parties` signatures. The opening of the package will be recorded at the Tipax branch office.

      • Repairing the contents of the package
      • If the package is damaged and Tipax confirms the injury, and in cases where repairing the damage is a viable option, the client can bring in documents of the expenses and request a repair fee. This repair fee should not exceed 50% of the whole value of the package.

      • The time frame for the review and payment of compensatory damages

The time frame for the payment of compensatory damages

Total

Payment of the Compensatory damages

Reviewing the claim

Type of Loss

10

3

7

Missing

10

3

7

Damaged

10

3

7

Partial loss

 

        Note 1: if a package is confirmed missing by Tipax, on top of the compensatory damage, the delivery fee ( if paid at the destination) is refunded to the client.

        Note 2: in case of lawsuits against Tipax, whose outcome is subjected to cour findings, it may take longer than the company's fixed times. 

    • The beneficiary of the compensation service
    • The beneficiary of the compensation service refers to the person who will be receiving the compensatory payment.

      It should be noted that although either party, the shipper and the recipient, can submit a claim, the compensatory payment can only be made to the beneficiary.

Beneficiary

Type of Damage

Shipper

Missing

Shipper (in case of undelivered packages)

Recipient (in case of delivered packages)

Damaged / Partially missing package

    Note: after "sumbiting a claim," the beneficiary is given the option to schedule an in-person visit to one of Tipax's branch offices with the company customer service department, where they will be able to change the beneficiary person if need be (from shipper to recipient and vice versa).

  • The following documents are required for a beneficiary of the compensation service case:
    1. The claim's tracking number
    2. The damage report application (if applicable)
    3. A copy of the beneficiary's national ID
    4. Any photos or videos of the damaged parcel
    5. A receipt for repaired items
    6. An ISBN under the name of the compensation beneficiary
    7. The filling out and signing of the damage compensation form
  • Incidents identified by Tipax
  • If Tipax employee witnesses and reports an incident during the delivery process, Tipax will file for a compensation claim on behalf of the package owner, and given the nature of the damage and the declared estimated value of the package, reimburse the client for his/her losses. Needless to say, the beneficiary of the compensation will be notified of any accidents that involve their package and the result of any filed claims.

  • The compensation service restrictions
  • Tipax cannot be held responsible for any compensation claims in the following cases:

    Items that are outlawed and banned by the Islamic Republic of Iran Law or declared impermissible for delivery by Tipax. In case of confiscation of any such items, the goods will be surrendered to the authorities and the owner notified.

  • Delay notification channels for the service:
  • In case of any delays in the service, Tipax will notify the client via phone or SMS.

  • Support
  • In case of any problems and difficulties, Tipax clients can contact the company's support team at (+98) 021-8457 or (+98) 021- 41036000 sales department extension (for clients on a business plan only).

  • Terms and conditions for any changes in the service-level agreement and requesting a new service:
  • In cases where the customer wants to make a change to or use a new feature in this service, they must submit their request via the request a new service section on the Tipax website; their request will be viewed shortly.